Coaching for Problem Solving

Expires April 11, 2018


Length: 53 mins

Additional Materials

Coaching Plan (PDF)


When a problem (opportunity) is encountered, it is often presented to an individual with more technical expertise like a team lead or a supervisor—transferring ownership of the problem to someone else to solve. This leaves the employee reliant on the problem-solving skills of others, which fosters a “hero culture” where the same people always seem to save the day. This presentation will explore coaching techniques using Plan-Do-Study-Act (PDSA) thinking to engage leaders and supervisors to see the day-to-day process problems of the operation as coaching opportunities resulting in hero processes, not heroes. These daily opportunities for leaders/supervisors to practice their coaching skills, and in turn, further develop staff in applying their innate problem-solving skills, results in personal and professional satisfaction while increasing employee engagement for everyone.


After attending this forum, participants should be able to:

  • Examine the value of incorporating a coaching mindset into your capabilities
  • Learn coaching techniques using Plan-Do-Study-Act (PDSA) problem-solving thinking
  • Shape a culture where coaching promotes an environment of personal development through curiosity, resulting in meaningful responsibility

Intended Audience

This series is appropriate for laboratory administrators and managers, quality assurance and control staff, supervisors, and other laboratory personnel who are dedicated to continuous quality and process improvement.

Level of Instruction



Photo of Heidi MiksanekHeidi Miksanek
Senior Systems Engineer
Department of Laboratory Medicine and Pathology
Mayo Clinic
Rochester, Minnesota
Heidi Miksanek, began her career at Mayo Clinic in Rochester, Minnesota, in 2001 and joined the Mayo Medical Laboratories systems engineering group in 2014. Her previous experience includes managing two anatomic pathology clinical-testing laboratories within Mayo’s Department of Laboratory Medicine and Pathology: Immunostains and Renal Biopsy. Heidi holds a bachelor’s degree in biology, master’s degree in project management, and she is Six Sigma Black Belt-certified. She has achieved Gold certification from the Mayo Clinic Quality Academy–Mayo Quality Fellows (MQF) Program and serves as a Quality Academy–MQF faculty project reviewer of enterprise-wide continual-improvement projects. Heidi also holds the academic appointment of Instructor in Laboratory Medicine and Pathology in the Mayo Clinic College of Medicine. She is originally from the Chicago area and has lived in Rochester, Minnesota, for more than 20 years.


The following types of credit are offered for this event:

State of California
State of Florida

To obtain credit:

  1. Watch the video.
  2. Complete the posttest and evaluation that launches immediately following the video.
  3. Generate and print your certificate(s).

Note: Participants requesting P.A.C.E.® credit, in compliance with ASCLS P.A.C.E.® program requirements, must attain a score of 70% or higher on the posttest to obtain a certificate.

Mayo Medical Laboratories is approved as a provider of continuing education programs in the Clinical Laboratory Sciences by the ASCLS P.A.C.E.® program. This program has been approved for a maximum of 1.0 P.A.C.E.® contact hour. Level of instruction for this program is intermediate.

Mayo Medical Laboratories is approved as a Continuing Education Accrediting Agency for Clinical Laboratory Science for State of California and State of Florida credit. Florida Board of Clinical Laboratory Personnel has designated this program for Supervision/Administration, Quality Control/Quality Assurance, and Safety credit. The level of instruction for this program is intermediate. This program has been approved for 1.0 contact hours.


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This post was developed by our Education and Technical Publications Team.