Handling Tough Conversations with Your Team

When it comes to having those tough talks with employees in your home care business, it's not just important, it's imperative. Dealing with performance, behavior and rules, amongst other things, can be tricky - because you're dealing with HUMANS. It's not always easy for agency administrators and owners but it has to be done.

Home care is a bit different because you're sending caregivers, who might not be professionals, into clients' homes. They have to follow the agency's rules but sometimes they might slip up. As their boss, you have to address any issues head-on, but do it with care and respect. Hanlon's Razor: "Never attribute to malice what could be explained by ignorance." Most of the time if your staff understand the impact their actions have on their clients/your agency, they'll self-correct easily and permanently.

You'll need a solid strategy to help you lean into handling and managing issues as they may progress because dodging those talks can cause bigger headaches down the line. It's key to tackle problems as they pop up for a smooth operation.

Here's the Scoop:

1. Get the Full Picture: There are 3 sides to every story - gather as much information as you can at the beginning, before you do/say something unnecessary.

2. Keep It Professional: These conversations aren't personal. The goal is to hold employees to professional standards and not react emotionally.

3. Stay Cool: Don't chat when feelings are running high. Cool down first and then talk it out calmly.

4. Show Respect: Always treat employees right. Remember, most caregivers are doing their best. Patience, kindness, and empathy go a long way.

5. Types of Tough Talks:

   • Feedback: Be respectful and offer support, even when the issue isn't all on them.

   • Discipline: Educate, listen, and set clear expectations. Accountability is the end result of the responsibility they've already accepted as part of the job.

   • Termination: Be professional and respectful, discuss what's needed without engaging in drama.

6. Keep Records: Document everything for accountability and legal reasons.

7. Be Fair: Treat everyone the same, follow the rules, and avoid playing favorites.

Be patient, kind, and empathetic to yourself and your team, and keep it professional.

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Click below for this YouTube video on:

Tough Talks Part 1! Tough Conversations with Staff