Coaching for Performance Come to ASCA 2019 and learn new ways to help employees succeed BY MICHELLE GEORGE


Setting expectations is the foundation for effective employee performance and a basic responsibility of every leader in our indus-


try. After almost eight years of teaching clinical leaders the techniques of coach- ing, I am amazed to find that less than 10 percent of people in each class raise their hand when asked the question “Has your supervisor reviewed their expectations with you since you started in this role?” It is no wonder directors of nursing and department clinical lead- ers struggle to be successful. Setting expectations is the foundation or start- ing point to all future feedback and coaching conversations. Participants will practice the skill of setting expecta- tions during table exercises. Once that foundation of expecta-


tions has been laid, the art of providing feedback becomes a much easier next step. It is important to view feedback not as a performance evaluation but as a way of guiding employee growth. Providing feedback in the workplace is a proactive way to assist employees in performing up to expectations, build confidence and strengthen engagement. It should be viewed as a basic respon- sibility of all leaders. Teams that are led by leaders that develop and perfect the art of providing feedback over time are significantly more successful than those teams that do not receive consis- tent and actionable feedback from their leaders. Additionally, feedback should not be reserved strictly for manager to employee interactions. Teamwork, mutual respect and patient safety are all better when employees can provide feedback to their peers and others in the work setting. Physicians in the ambu- latory surgical setting demonstrate a


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Effective coaching for performance focuses on future behavior; it is both timely and specific.”


—Michelle George, Surgical Care Affiliates


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Reserve your spot today at the ASCA 2019 Conference & Expo, May 15–18, in Nashville, Tennessee. Sign up by February 28 to save $50 on your registration.


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stronger relationship and individual respect for employees when feedback is a normal part of the culture. At the ASCA 2019 Conference & Expo in Nashville, Tennessee, May 15–18, I will present “Coaching for Per- formance” and discuss ways to use com- pany values as the foundation for set- ting performance expectations in terms of behaviors. I also will share tips for understanding the difference between judgment and observations. The session will cover two forms of feedback: moti- vational feedback, which is designed to reinforce desired behaviors and build employee confidence, and develop-


ASC FOCUS JANUARY 2019 | ascfocus.org


mental feedback, which can be used to change behaviors and build employee competence. The most useful feedback, whether motivational or developmental, is focused on specific behaviors. It also is authentic, well-timed and something that the employee can actually act on. The third element of this presentation will provide participants with skills and tools for having coaching conversations. This six-step strategy builds on develop- mental feedback to ensure employees understand the impact that their behavior is having on their patients, a coworker or the center itself. Effective coaching for performance focuses on future behavior; it is both timely and specific. Join us for an informative session filled with tips for successfully setting expectations and delivering feedback. Table


discussions and networking opportunities will be included.


Michelle George is the group director of clinical services at Surgical Care Affiliates in Merced, California. Write her at michelle. george@scasurgery.com.


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