Bridging the Expectations Gap-Equipping Front-Line Supervisors to Improve Staff Retention,Increase Customer Satisfaction,and Reduce Cost

Event Information
Product Format
Prerecorded Event
Robert Lane, MA, CNHA, FACHCA
Conference Date
Thu, Jan 22, 2015
60 minutes
Product Description

Determine How to Best Apply Skills in Your Organization and Overcome the “Expectations Gap”

Staff turnover is a costly problem in health care organizations, and impacts many aspects of the operation, from clinical outcomes, regulatory compliance, satisfaction of patients, families and staff, to financial performance and marketing efforts. Improvement in this one area can result in a ripple effect of positive outcomes in other areas.

In this session, expert Robert Lane will help you learn a different way of approaching supervision of direct care-givers and other front-line staff; and help you explore the benefits of coaching skills compared to traditional methods. Coaching skills empower the supervisor to strengthen the work relationship with the employee, resulting in reduced staff turnover, enhanced clinical and satisfaction outcomes, and reduced operating cost to the organization.

Robert will provide you the specific know-how on the differences between coaching and traditional supervision, and how this difference can positively impact organizational operations.

Session Highlights:

  • What is the “Expectations Gap”, and why do we need to bridge it?
  • What is the Coaching method of supervision?
  • What are the four coaching skills?
  • How is coaching different than the traditional model of supervision?
  • What impact can supervisors make on organizational operations?
  • What are the requirements for successful coaching?
  • Discussion on coaching-based performance improvement model
  • Differentiate between two approaches to supervising staff
  • Identifying the 4 skills associated with the coaching approach
  • Ideas on how to begin equipping your supervisors to adopt the coaching approach, and to overcome the expectations gap that occurs

Who should attend?

Health care managers, direct care-givers, and front-line staff and supervisors



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About Our Speaker

Robert Lane - Long Term Care Expert

Robert (Bob) Lane specializes in assisting post-acute providers with operational improvements such as survey preparation and compliance, business process improvements, budget analysis, staff retention strategies, documentation and billing procedures, contract reviews, strategic positioning, and Medicare/Medicaid certification issues. He has been involved in health care for more than 30 years, and long-term care for over 27 years as an administrator, field trainer, Quality Improvement Organization (QIO) project manager, speaker,...   More Info
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