My most significant light bulb moment came when I was sat in a room with my colleagues, with Gwenne explaining Great Interactions.
At last I understood why some of the staff that I had supported over the years had sparkled with what appeared to be little effort whereas others needed more support and appeared to struggle with how to improve their performance at work.
In February the area I take responsibility for changed and I became a Registered Manager for a Domiciliary Care agency, responsible for a number of supported Living services.
I was visiting a service recently and during the visit a man became anxious. I observed the staff utilise great facilitation skills in supporting this man, however I was more impressed with the confidence of the staff in supporting him to express the anxiety he felt and how they responded appropriately.
The staff communicated to me through their body language that this was part of the person and that they were confident in supporting him. It was clear to me that the relationship that both staff had with the man dictated that to respond to his anxiety in a more controlling manner would potentially have caused more anxiety for him.
The staff were able to reassure the man and demonstrated to him their confidence that he had the ability to resolve the issue for himself.
On leaving the service it became clear to me that less can be more!
This judgement can only be made if the relationship between the member of staff and the person being supported is developed, reciprocal and respectful.
Well done Kathy and Jack.
Kirsty Peachey, Area Manager - Herts & Essex