Client and Helper Responses The Skill you Used Comments

Brittany: Hi Andrea. Thanks for chatting Focused the client on Since this isn’t the first
with me today. I know you mentioned last where to start the conversation with Andrea,
week that you are now working at a new conversation. Focus on it’s good to remember an
restaurant as one of their newer managers. main theme/problem. important topic she was
Tell me how that's been going. Open ended question. focused on in the last
discussion and introduce
that at the beginning of
the conversation to guide
the start.
Andrea: It’s been going OK. It's different
being in a new environment. I mean
obviously different people different attitudes
different personalities. It's a little difficult on
learning and reading the people but I'm
coping as best as I can.
Brittany: I know you mentioned before at Environmental/Contextual With Andrea being in a
the previous restaurant where you were Focus and focus on others. new work environment, I
doing your training you just had a nice Open-Ended question. chose to ask what she
relationship with a lot of the coworkers valued in her previous
there. What is something that you valued in workplace to see if she
the relationship you had with those can make a connection in
coworkers? this new place.
Andrea: Definitely their work ethic. I don't
know we just kind of bonded on how we're
similar people, have the same work ethics,
and like we want the same thing. So, I guess
likely at the new place just finding a way to
motivate them.
Brittany: Yeah, that must be just kind of Encourager, Reflection of Used an encourager in a
difficult going from a restaurant where they feeling and Paraphrase. warm, tone of voice,
had great work ethic, they wanted to work letting Andrea know I
together and now to this new restaurant heard and understood
where you just feel kind of thrown in and what she was saying. I
trying to figure out the best way of how you probably could have
mesh with those employees and also to added a question on the
figure out their vibe is. end here or rephrased.
This way Andrea would
not have responded in just
two words. Andrea
mentioned finding a way
to motivate the
employees, after using
those skills, Could I have
asked about motivators?
Andrea: Yeah definitely.
Brittany: OK, so what would you say is the Open-ended question I wanted to open up the
kind of vibe you get at this new restaurant? conversation more to
You said the other restaurant had a great understand the work
work ethic. What is your first impression of environment.
the employees at this restaurant?
Andrea: So, it's not as much as employees
it's more so the other management staff
employees. They have great personalities,
and you can tell that certain one’s care more.
Some of the employee’s kind of belittled me
on my very first day there and it was a little
difficult on finding where I can fit in with
them.
Brittany: Can you tell me a little bit more Open-ended question.
just what made that difficult on your first Potentially additive
day? empathy. Focus on the
client.
Andrea: So, they kind of just stated that I
was just a “for now” person and it didn't feel
like home that they were saying “oh this
person is here for now”. To get us by until
we actually get the help we need and
deserve.
Brittany: What was your first thought when Open-ended question. I wanted to get a deeper
you heard that? Reflection of feeling. understanding of what
Focus on the client. Andrea was feeling in that
moment.
Andrea: Kind of made me doubt my
management skills and kind of doubt why I
was there.
Brittany: I know you mentioned before that Paraphrased from a I probably could have
this manager in training program that you conversation in a previous used an
went through was 12 weeks long and that's session. encourager/restatement
pretty intense to go through that type of here, making sure I had a
training. warm tone of voice.
Saying something along
the lines of, “Doubt why
you were there?”
Andrea: Yeah, I mean it was a little difficult
but it's also easier for me because I did know
majority of the restaurant and all the
positions it was just like refresher on how we
do it our way
Brittany: Sure. You felt pretty confident in Encourager and check- Andrea talked about her
yourself as you were going through that out. Reframe. intense 12 week training
training to the time you finished, yes? before and now mentioned
it was a little difficult, but
easy for her since she
knew majority of the
restaurant. I wanted to
reframe Andrea’s thought
process in knowing she
was confident in her skills
prior to this new position.
 Andrea: Yeah, definitely. Like I was able to
pick up on new management skills and how
to manage certain people and not everyone
is going to be managed the same way. That
you're going to have specifics for others, but
once I got into like the new restaurant and
like where I'm actually a manager at I just
felt like all of it that I learned in those 12
weeks just went away and I learned all that
for no reason.
Brittany: Yeah. That can be very frustrating Reflection of I wanted to get to a place
and disheartening because you did that Feeling/Meaning and where Andrea reflects on
intense training and you said you felt summarize. the meaning of being
confident you learned all these new skills there at her place of
and you were excited to put them to the test employment.
and you get met with “oh well you're not
going to make it” so that it just kind of takes
a jab at you.
Andrea: Yeah, it definitely does but it also Client Change Scale
kind of motivates me in a way to where I (CCS) Level 4, Creation
keep pushing myself and just prove them of a new solution. Andrea
wrong. recognizes her feelings
but wants to create a new
solution for herself.
Motivation as well.
Brittany: Not many people would say that Empathetic confrontation,
about themselves. I feel like when you are or Open-ended question.
when anyone is presented in a situation Focus on client. Strengths.
where they feel put down or just that they Check out.
don't feel worth it, they don't want to keep
trying and I love the attitude you have right
now saying you want to prove them wrong.
But I feel like there's also a little bit of you
that wants to prove it to yourself. Would you
say that's correct?
Andrea: Yeah, like I definitely want to prove Client Change Scale
it to myself and be able to connect and make (CCS) Level 4, Creation
those new friendships with work but of a new solution.
definitely just prove to people that I care and
that I want to be there for them in any aspect
I can.
Brittany: Sure, definitely. How do you think Encourager. Open-ended
you have done that so far with the time that question. Focus on self.
you've been there?
Andrea: How I've done that so far? For
example, yesterday our dishwasher was
getting frustrated and she just fell behind. I
gave her a few minutes of my time and I just
helped her out and started helping out on
clearing up the dish tank and then just
helping her with her job and being there for
her when she was frustrated. I just notice
when people are at their struggle points and
then I just step in to help. After the shift
ended I had a few workers come up to me
and say how they were impressed that I
actually realize when to step in.
Brittany: OK, how did that make you feel in Reflection of Feeling. Good question to ask.
that moment? Open-ended question.
Establishing strengths.
Andrea: It made me feel like I'm starting to
gain their trust and have them realize I’m not
just lazy manager who sits in the office and
that I actually like to work.
Brittany: It sounds like you've had some Summarize.
experience with lazy managers.
Andrea: Yeah, definitely. A lot of my past
managers just like to sit in the office and
only come out if there's like problems.
Brittany: Do you feel like that has had an Open-ended question. I wanted Andrea to reflect
impact on how you want to be taken as a Reflection of meaning. on her previous
manager? interactions with
supervisors and if that has
shaped her thought
process on managing
people and why she wants
to be a manager.
Andrea: Yeah, definitely it has. Like in a
good way though. It just kind of showed me
on who I want to be as a manager and just be
able to be there more as a people person than
I am for the company.
Brittany: Yeah. I'm glad you had great Encourager. Affirmed Relayed to Andrea a
feedback from the employees there. strengths. strength that she showed
Especially when you show them that you can during the interaction she
help out, you notice the small things of when had.
they are struggling, and you give them those
few minutes. That's a really great strength to
have as a manager.
Andrea: I definitely agree. Like at the old
restaurant some of the cooks did get upset
when the managers don’t realize their
struggling to keep up with the pace and then
they would just take their frustration out on
the managers. I would just turn that around
and took all that information into the new
restaurant. I don't want anybody to be
frustrated at the workplace because if they're
frustrated at home or bring it to work and
they don't want to get frustrated at work. I
want to be able to create that new
environment to where we can just leave the
home problems at home and at work it's just
a new environment and fresh of breath air.
Brittany: I know I've had my fair share of Self-disclosure. Focus
managers where it just feels like they don't back on client, focus on
care about you at all. It just makes it seem strengths. Additive
like you are struggling and drowning and empathy.
they just kind of pass you by. But it sounds
like you just kind of recognize that you
watch those people around you, and you just
take care of them and I think that is great by
letting them know “hey I know you might be
struggling in this other area of your life but
here at work I do want to support you”.
Andrea: Yeah, and in my eyes that's all you
can do as manager just be there for the
people,
Brittany: Now with these next upcoming Open-ended question. I wanted Andrea to think
weeks what is one of your goals as a Establishing Goals. Focus about her situation and
manager and wanting to connect with these on client, main how she can take part of
employees and the other managers there? theme/problem. her counseling journey.
Andrea: I would say for the other managers, CCS 3, recognition of the
hopefully start trusting me more and giving situation. Andrea knows
me more responsibility and kind of have like she needs to be consistent
taking my input and seeing what I know and and continually show up
see what I am valued and all my ideas and for her employees to gain
hopefully not just go in one ear and out the their trust.
other. With the employee is just continuing
to build the trust in me and knowing that I'll
be there for them when things do get tough.
We call it “when the shift hits the fan”, I
want them to know if they can call me when
it does because not everybody is able to
reach out for help and I do know the entire
restaurant and I am valuable in all positions,
so I want them to know that when things to
get tough, I'm there.
Brittany: It is hard for some people to, I Summarize. Open-ended Andrea focused on what
guess, recognize that it's OK to ask for help question. Focus on main she could do gain the trust
and you've already expressed that one of theme/problem. Focus on of her employees, now I
your strengths is just kind of noticing the client. asked a question on how
small things of when they do, and I think by to gain the trust of the
continuing to do that it just is going to build managers.
that trust with those employees as they're
working. They know that you are reliable
and that's great to have. What is something
you think you can do with those managers
just to kind of get that extra little bit of trust
from them? That they can recognize you do
know what you're doing.
Andrea: Probably if I show them that I do
know how to get certain things done and I do
know the job. I'm not really sure.
Brittany: OK, give me a little bit more Open-ended question. Maybe the previous
background on like how many other question was too long, or
managers do you have there and what are Andrea got lost in my
their roles? questioning?
Andrea: So, there is me and then there is the
managing partner. He kind of just oversee
the managers and gives everybody
designated job descriptions. So, they call
them area responsibilities. I am currently in
my area of responsibility is the front of
house and then there's a kitchen manager she
is in charge of the back of house. But the 12
weeks of training you get taught everything
to only get put in one section so that part is a
little frustrating especially when you're
learning all that knowledge and becoming
better at one position than the other. You
kind of get pushed out of your comfort zone
once you get to that new restaurant.
Brittany: Sure, I can definitely see that and Reflection of feeling. Now that we’ve
how it can be frustrating where you're Open-ended question. established roles the
learning all of this in 12 weeks, and you just managers play, we can
get placed in one area. Have you noticed just circle back to the previous
kind of what the other managers value in just question.
like their day-to-day workers?
Andrea: At this location not as much. I've CCS 2, Partial
only worked closely with our managing examination. Andrea
partner for one week I had the same schedule hasn’t been at this new
as him and then after that first week I was restaurant long enough to
just kind of off on my own, so I haven't gain a new perspective.
really been able to see what they value in
their employees, yet.
Brittany: OK, well since our time is coming Summarizing the session.
to a close, I think a goal or a challenge, I Leaving Andrea with a
think that would be really good, is when goal. Affirming her
you're interacting with these managers over strengths. Open-ended
this next week in the back of your mind see question. Additive
what they just kind of give praise about to empathy.
their employees there. Like if it's somebody
who is taking initiative and they respond
well to that then you can kind of understand
that this manager really likes it when I take
initiative and then see how you can translate
that in your day-to-day. Do you think that's
something that we could take a look at?
Andrea: I can definitely try to take a look at
that.
Brittany: Well, I think as you go on Encourager. Additive This felt like a good
throughout this week just keep doing what empathy. session and Andrea’s non-
you're doing. Taking notice of the little verbal communication
things that the workers there just need help near the end seemed more
with then jump in as your strength has been relaxed.
shown and just kind of see what those other
managers just value and I know you can
work that in.
Andrea: Thanks for listening