Building Capacity to Strengthen Performance and Prevent Burnout
Self paced learning and facilitated group workshop with 1-1 coaching
The dedication of health professionals and the relentless demands of their work, place many at risk of burnout. In order for these professionals to sustain their well-being, cope effectively, maintain performance levels so they can deliver high quality care; it’s essential that they manage their workloads, energy, time and limited resources well.
Excellerate developed a flexible self paced programme to accommodate the geographically dispersed and varied hours of primary health care teams. The core programme began with an individual self-assessment of behaviours, beliefs, work systems and issues. While there were shared challenges and common issues, individual needs varied based on the region, role and experience. The programme introduced strategies and techniques through self-paced lessons to address commonalities, while personal 1-1 coaching reinforced these to build individual skill as well as target personal and professional objectives. With the foundations, framework and understanding in place the programme culminated with a short workshop that brought the teams together to focus on troubleshooting and managing factors in their work environment. While the programme was designed to build the capacity of individuals, the process also facilitated a positive ceremonial outcome – team building.
Delivering on the Core Customer Experience
Self Paced Learning and Customised Team Workshop
Excellerate was invited to work with a team from Zespri International, a company, that facilitates the annual supply of over 2 billion kiwifruit from 2500 New Zealand growers into markets across 70 countries.
This highly skilled team operates in a fast paced frontline customer contact role and experiences extreme workloads at the height of the season. Coordinating the supply and demand between growers and markets, they work with tight timelines, constant deadlines and competing customer expectations. This requires effective planning and skilled negotiation with both suppliers and customers to ensure orders are filled on time and to specifications.
Excellerate consulted with HR and the team’s manager to identify the key business needs, priorities and objectives. This was supported by a confidential online questionnaire to identify each team member’s specific challenges and learning needs.
Based on the results, Excellerate designed the team’s programme which included a short pre workshop Ecourse introducing basic theories and principles. When the team arrived for their one-day intensive workshop theories were translated into action through practical activities and exercises - until the team had built their toolkit of techniques to manage calls and negotiate and defuse conflict with customers across a range of scenarios.
The team also analysed their service process for pressure points, identifying improvement actions to deliver on the “core customer experience” which they had defined earlier in the session. To support the team on their return to work Excellerate provided documented Key Learning’s including improvement actions for each team members specific role, a Cheat Sheet for quick reference when dealing with customer’s and a standby mini refresher Ecourse for team members to activate (as required) in preparation for the pressures of peak season.
Introducing a New performance Appraisal System
Customised Training and Performance Support Tool
When the Bay of Plenty District Health Board introduced a new Performance Appraisal system for 3rd tier managers it shifted the focus from a historical appraisal of performance to include the translation of organisational values into everyday behaviours. The message: Objectives are "What" we need to achieve. "Expected Behaviours" are "How" we work together to achieve these. Both are vital to our success.
Working closely with the HR team, Excellerate designed and facilitated a series of workshops, which built key competencies (and the managers’ confidence) through practise and peer review. Through coaching, each participant designed performance objectives and measures based on their business and project plans. Managers were then introduced to self-assessment against the value based "Expected Behaviours" substantiating their evaluations with references to job based evidence.
Recognising that clinical emergencies sometimes prevented managers from either attending or completing workshops Excellerate developed a "Guide to Performance Development". This reference and coaching tool, enabled personnel to complete their preparation even when they were unable to complete the workshop. It also provided the HR team with an induction resource for 1-1 coaching of newly appointed managers.
TRAINING AND DEVELOPMENT OPTIONS
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