What Makes a Good PSR
Name 3 ways to communicate with your Programmer:
Connect with Programmer (onsite) / know when your Programmer is in the facility.
Radio Programmer, have on deck guard assist with this if you're in the water.
Email Programmer any follow up/issues
Call Facility Programmer
Walking participant to their class is better than pointing across the pool?
True - You always want to walk the lost participant to their swimming area, making sure to mention the meeting spot and introduce them to their instructor.
How often should feedback be given?
Everyone should get feedback, after every new skill and drill!
What is a good body language with customer service?
How do you receive feedback as an instructor, and why is it important?
It's how we grow as instructors. Everyone has a different perception and its important to be aware of this so we can be better instructors. We should be professional when receiving feedback
Who should you be checking on during your walk arounds?
All instructors, but pay attention to new instructors or classes that can be challenging to teach
Is it better to address the participant first (not parent)?
False - address both participant and the parent in your feedback.
What makes good feedback?
Don't start with "They're doing good" - Give specific constructive conversations about skill items.
Using other instructors as a resource, preparing feedback notes beforehand, talking with your programmer, etc.
Who are our customers?
Parents, Participants, Public
How can you use land demos during parent discussion day?
Good visual for parent
What additional duties can be completed when primary PSR duties are completed?
organize equipment, tidy pool deck, Check in with Programmer, greet customers, tracking transfers, Inventory Lifejackets, swim materials, public education showers, no shoes on deck, support Operations staff
Should you be going to your Team lead if you are having issues in class?
True, Team Leads are great resources.
True or False: Every swimmer has their own unique learning style such as visual, verbal/auditory, and physical/kinesthetic strengths the instructor considers?
True! A good instructor recognizes that every swimmer learns differently and has a different strength(s). Instructors should do their best to accommodate or deliver the best possible instruction.
How does code of conduct work with customer service?
COC is not limited to the pool deck. We need to recognize we represent the city of Edmonton in and around the facility, and that participants and parents may recognize us out of our uniforms.
What is the purpose of parent day?
Highlight the progression, and feedback, what they need to work on
What classes should you prioritize to help with prescreening?
Deep water classes, new instructors.
It’s ok to visit with other instructors while you have kids in the water?
No - you should be actively supervising and teaching your participants. It is also important to make sure the participants are connecting with parents at the end of class
A swimmer struggles to follow your verbal instructions. What is the most effective approach to help them learn a new stroke?
A. Repeat the instructions louder and slower.
B. Have them watch a video of the stroke.
C. Physically guide them through the movement.
D. Give them a kickboard and let them figure it out on their own.
C. Physically guide them through the movement.
What do you do if you don't know the answer to a customer service question?
Get their contact information, and give out Programmer card if not onsite,
ask Perm Guard team, front desk
How should you prepare for Parent feedback?
Notes ahead of time, using your resources, having your worksheets up to date.
Should aquatic instructors utilize PSRs as a second opinion when determining if a participant is in the correct level
Yes, PSRs are able to assist with evaluation by grabbing worksheets and confirming must-sees. We should also include Programmers in transfer conversations.
True or False: Instructors should maintain professionalism and be aware of patron perception in their communication to other instructors both in and out of the water when working.
True. Instructors should avoid disruptive and unprofessional behavior and/or comments even when their class and shifts have ended when they are in front of patrons.
A 9-year-old Swimmer 2 who stares at the instructor's every move, trying to copy their form. They might struggle with a verbal explanation but can perfectly mimic a demonstration. What type of feedback would the Swimmer respond best to, and how would you provide the best possible instructions?
The swimmer is a Visual Learner. The Instructor should focus on demonstrations first and model the skills.
Where do you find the registration dates for your Facility?
Facility Programmer
Drive Links -> Program Reference Guide (Programmer, CSRs have access)
How do you answer the questions, are they passing or failing?
Do not make false promise, focus on progression and what skills need more work