How do we keep the good ones?

´ .³Employee satisfaction is a highly reliable barometer as to how family members of residents rate the quality of care in nursing homes.´ ³Providers can improve performance and family satisfaction by focusing on employees.

Key Elements of Employee Satisfaction Strong Leadership/Supervision  Responsive Management  Quality Work Environment  Effective Communication  Appreciation/Acknowledgment  .

Strong Leadership/Supervision Strong leadership and supervision is critical .At all levels!  Without strong leadership and a culture of quality performance.  Encourage feelings of appreciation and value for employees¶ achievement and efforts  . improvement is not sustainable  Engage and inspire the employee.

Strong Leadership/Supervision ± Cont.     Modeling respect Establishing a working relationship with immediate reports Building partnerships through involvement and participation Keeping employees informed and making them a part of the decision making process whenever possible .

Responsive Management The quality of supervision an employee receives is critical to employee retention!      Be visible Exhibit fairness in employee treatment. expectations and career goals . benefits and advancement Understanding employee¶s job duties. daily. both defined and actual Clarify job expectations. compensation. skills. abilities. learn about their talents. weekly and ongoing Take time to meet with new employees.

Responsive Management ± Cont. nonthreatening and factual with defined expected results    .  Meet with each employee periodically Provide ongoing support and direction Provide regular and timely feedback from both manager and employee Provide feedback that is constructive.

etc. staffing levels. standard operating procedures Information technology systems and support HR support. guidelines.) Adequate environmental design. physical surroundings and workplace safety Clinical systems. equipment.Quality Work Environment       Organizational climate and culture of fairness Adequate resources to perform job duties (training. personnel issues. working conditions. conflict resolution assistance . supplies.

fact-based.Effective Communication Verbal and Written  Effective communication mobilizes and energizes Choose verbal or written communication as appropriate Written communications need to be professional. accurate. and non judgmental   .

 Choose verbal communication whenever possible. observation and dialogue Expect to be misunderstood Use ³I´ rather than ³you´ messages    .Effective Communication Verbal and Written ± Cont. with written follow-up as necessary Verbal communication involves listening.

makes people feel understood. and cared about. ACTIVE LISTENING: Helps to improve relationships.Effective Communication Verbal and Written ± Cont. .

        Suspend doing other things or tasks Make eye contact Be sincerely interested in what person is talking about Do not interrupt Do not formulate your answers while person is talking Restate what you hear the person say Ask clarification questions when necessary State your views only after you have ³actively´ listened .Effective Communication Verbal and Written ± Cont.

recognition and appreciation. .Sincere Appreciation/Acknowledgment There is a basic human need for belonging. achievement.

Professional Development opportunities such as training programs. trophies. celebrations Employee recognition programs.Sincere Appreciation/Acknowledgment         Well-chosen. workshops Promotion/advancement Time off. salary increase. well-timed sincere words of praise A thank you goes a long way! Notes. awards. etc. cards. employee of the month. bonus . letters. gift cards Company outings.

Key Elements of Employee Satisfaction Strong Leadership and Supervision Sincere Appreciation and Acknowledgement Responsive Management Effective Communication Quality Work Environment .

your success as a leader will be reflected in the satisfaction of your employees and in the success of your organization! . not authority! Remember.Employee Satisfaction The key to successful leadership today is influence.

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