Business Communications Course(Building literacy and numeracy skills)

Who is Selwyn?

• Charitable Trust• Services to Older Adults • Around 640 employees• Just over half are caregivers

August2016

What did Selwyn see …..

• Quality of written documentation• Lack of reporting • Customer feedback • Staff training workshops • Staff meetings• Some “Really!” incidents

August2016

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

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

The programme

• 20 weeks for 2 hours per week • Homework • Selwyn procedures and forms• Goals• Staff paid to attend

• Graduation !

August2016

Graduation

August2016

Pre-Launch

• An aspirational name• Launch to managers

• Reasons for the course • Goals for the course• Indicators• Approach

• Invitation to staff

August2016

Challenges

1. Resistance2. A difficult task…..3. Administrative niggles4. Manager expectations5. Responding to changing behaviour 6. Projects

August2016

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

Benefits to Selwyn – LN Scores

August2016

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

Benefits to Residents - Shop

August2016

Benefits to residents - Garden

August2016

Benefits to residents – I-Spy

August2016

Benefits to residents – Bird Feeders

August2016

Benefits to staff

1. Confidence2. Qualifications and training 3. Helping families learn4. Improved their relationships

August2016

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

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

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

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

What did we change in 2017?

• Waiting list• Advanced Course • Embedding LN activities • Procedures and forms • Business Writing for RNs• Basic computer skills

August2016

The Future

• LN development plan

• Financial literacy

• Study skills

• Sustainability

August2016

Questions

August2016