business communications course - skills highway€¦ · business communications course (building...
TRANSCRIPT
![Page 1: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/1.jpg)
Business Communications Course(Building literacy and numeracy skills)
![Page 2: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/2.jpg)
Who is Selwyn?
• Charitable Trust• Services to Older Adults • Around 640 employees• Just over half are caregivers
August2016
![Page 3: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/3.jpg)
What did Selwyn see …..
• Quality of written documentation• Lack of reporting • Customer feedback • Staff training workshops • Staff meetings• Some “Really!” incidents
August2016
![Page 4: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/4.jpg)
What did the staff say …..
• “Sometimes I am scared to come to work because my English is not enough”.
• “Sometimes when I don’t understand in a meeting, I just pretend”.
• “I want to do my ACE training but I don’t have the confidence. I only went to school to eat lunch.”
August2016
![Page 5: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/5.jpg)
Initial Programme Goals
1. Improve the quality of spoken interaction.
2. Improve the quality of written communication.
3. Build “Skills for Life”4. Build skills to introduce a new model
of careAugust2016
![Page 6: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/6.jpg)
The programme
• 20 weeks for 2 hours per week • Homework • Selwyn procedures and forms• Goals• Staff paid to attend
• Graduation !
August2016
![Page 7: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/7.jpg)
Graduation
August2016
![Page 8: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/8.jpg)
Pre-Launch
• An aspirational name• Launch to managers
• Reasons for the course • Goals for the course• Indicators• Approach
• Invitation to staff
August2016
![Page 9: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/9.jpg)
Challenges
1. Resistance2. A difficult task…..3. Administrative niggles4. Manager expectations5. Responding to changing behaviour 6. Projects
August2016
![Page 10: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/10.jpg)
Benefits to Selwyn
1. Increased LN levels2. Improved written communication3. Raising issues and concerns4. Customer feedback5. Confident staff6. Qualifications and training7. Changes to documents
August2016
![Page 11: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/11.jpg)
Benefits to Selwyn – LN Scores
August2016
![Page 12: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/12.jpg)
Benefits to Selwyn (continued)
1. Increased LN levels2. Improved written communication3. Raising issues and concerns4. Customer feedback5. Confident staff6. Qualifications and training7. Changes to documents
August2016
![Page 13: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/13.jpg)
Benefits to Residents - Shop
August2016
![Page 14: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/14.jpg)
Benefits to residents - Garden
August2016
![Page 15: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/15.jpg)
Benefits to residents – I-Spy
August2016
![Page 16: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/16.jpg)
Benefits to residents – Bird Feeders
August2016
![Page 17: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/17.jpg)
Benefits to staff
1. Confidence2. Qualifications and training 3. Helping families learn4. Improved their relationships
August2016
![Page 18: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/18.jpg)
Staff quotes
• Taking part in training. I find I am speaking out more inside and out of training
• I have developed a range of phrases to show politeness when interacting with residents
August2016
![Page 19: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/19.jpg)
Staff quotes (2)
• Now I don't feel shame to ask questions if I don't understand something
• At home, I am more efficient in correcting my 13 year old with grammar and school work
August2016
![Page 20: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/20.jpg)
Manager quotes
• Rocky has improved writing his notes and understanding what is expected in his notes
• Anu has really benefited from the course; her confidence has improved and she is a lot happier delegating and being in charge on the shift.
August2016
![Page 21: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/21.jpg)
Manager quotes (2)
• Amazing. She has blossomed in confidence. She is taking on more leadership. Has taken on training (e.g. manual handling) and seems more secure in her relationships with her team
August2016
![Page 22: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/22.jpg)
What did we change in 2017?
• Waiting list• Advanced Course • Embedding LN activities • Procedures and forms • Business Writing for RNs• Basic computer skills
August2016
![Page 23: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/23.jpg)
The Future
• LN development plan
• Financial literacy
• Study skills
• Sustainability
August2016
![Page 24: Business Communications Course - Skills Highway€¦ · Business Communications Course (Building literacy and numeracy skills) Who is Selwyn? • Charitable Trust • Services to](https://reader034.vdocuments.mx/reader034/viewer/2022051809/60159b7b77e6e6158430452c/html5/thumbnails/24.jpg)
Questions
August2016