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! Interrupt incorrect skills to give corrections, give group and individual feedback.
What is a good body language with customer service?
Open stance, get down to their level, greeting them, smiling, positive language, positive facial expression, professionalism.
Why is it important to receive feedback from stakeholders as an instructor?
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.
If you receive inappropriate comments from anyone, please alert your Facility Programmer.
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.
Check on patrons that look confused on the pool deck, or assist late participants to their classes.
It is better to address the participant (on Feedback days)?
False - address both participant and the parent in your feedback. Best practice is to include both in your discussions so they feel included or talked over in case kids don't understand.
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. Keep stat sheets up to date (best practice after every lesson) - don't make up feedback or "wing" it.
Who are our customers?
Parents, Participants, Public (all relevant stakeholders)
How can you use land demos during parent discussion day?
Correct demonstrations, Good visual for parent to describe how the skills should be performed.
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
You should be going to your Team lead if you are having issues in class?
True, Team Leads are great resources. Not the only resource, reach out to Programmer, you can ask other instructors as well, course material resources.
What are the different learning styles that participants may have? How do you give feedback regarding these?
Every swimmer has their own unique learning style such as visual (demos + written feedback), verbal/auditory (verbal feedback), and physical (physical manipulation)/kinesthetic. Instructors should do their best to accommodate or deliver the best possible feedback tailored to each participant.
What process outlines the giving and receiving of gifts?
Code of conduct document, Aquatic Instructor Checklist Staff Management section 1.12: "Employees must not give or receive gifts in exchange for actual or perceived special consideration or favors. Although most gifts come with no strings attached, there is always the chance that something is expected or perceived to be expected in return. Politely decline the gift and inform your Facility Programmer."
What is the purpose of parent day?
Keep the parent informed/involved and it also allows them to ask questions. Highlight the progression, and feedback, what they need to work on - don't give false promises regarding success in the level.
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?
False per Tandem and Distracted teaching document - 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.
Focus on strokes skills rather than dives or fun time to have the best feedback possible.
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. 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.
A 9-year-old in Swimmer 2 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 does the Swimmer respond best to, and how would you provide the best possible instructions? Give a real world example that you've dealt with:
The swimmer is a Visual Learner. The Instructor should focus on demonstrations first and model the skills. This is especially relevant for participants who speak English as a second language. It's important to recognize there are many learning styles within a single class, try to use all the methods in each class.
Where do you find the registration dates for your Facility?
Every facility may have different processes:
Ask your Facility Programmer, there could be Posters on bulletin boards, Move Learn Play emails, CSRs have access to registration dates.
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
We use incomplete versus complete language.