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Participant Manual
Hiring Right, Firing Right Practical Human Resources Skills for Managers Ginger Brunner
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Hiring Right窶認iring Right An Encore Workshop developed by Ginger Brunner
If you find this manual, please return it to the person below. Thank -you. Manual Owner: Department: Telephone: Email:
________________________ ________________________ ________________________ ________________________
ﾂｩ 2012 Hiring Right窶認iring Right Participant Manual Author: Ginger Brunner
Disclaimer Information pertaining to Employment legislation in this manual is for general information purposes only, and is not intended as a legal document or advice. As legislation and regulations change, please refer directly to the applicable Federal, Provincial or State legislation for additional information. In the event of questionable legal liabilities pertaining to any employee matters, Encore Workshops strongly encourages individuals to consult a lawyer or seek legal council.
To order an Encore Workshop please visit our website www.encoreworkshops.com Encore Workshops is an imprint of Small Business Success (a division of Blue Beetle Books Inc.) Blue Beetle Books Inc. www.bluebeetlebooks.com www.smallbusinesssuccess.ca Tel: 778.265.3070 Email: janie@bluebeetlebooks.com
ﾂｩ 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Encore Workshops If you would like to find out more about Encore Workshops please visit our website www.encoreworkshops.com.
Table of Contents
7
Introduction 8
Workshop overview
8
Workshop Objectives
10
What Do You Want to Learn?
10
Your Challenges
12
My First Job
13
Benefits of Hiring the “Right” Employee
15
Module 1 - Hiring the Right 16
Impact of hiring the right employee
17
“Hard’ Skills vs. “Soft” Skills
18
“Hard’ Skills vs. “Soft” Skills Quiz
19
Setting the Interview Stage
20
Interview Do’s
21
10 Effective Interview Questions
22
Interview Don’ts
23
20 Questions to Avoid Asking
24
The Interview Scenario
26
Interviewing Skills Self-Analysis
29
39
Module 2 - Firing Right 30
The myths of Employee Terminations
31
Coaching—Exploring the Root Causes of performance Issues
36
Tips for Effective Performance Coaching
Appendices
6
INTRODUCTION
This workbook will provide you with an outline of the information delivered by your instructor. There are several sections that allow you to note down information about yourself that may be useful during the presentation (e.g. your expectations and what challenges you face) we urge you to make use of these as they will enhance your learning experience. We have provided space to make notes throughout this manual, so please feel free to write down any thoughts or comments you have as the workshop progresses.
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Hiring Right—Firing Right - Participant Manual
INTRODUCTION
Workshop Overview It’s no secret… in today’s demanding marketplace businesses that focus on providing consistent, quality customer service are the ones that succeed! The level of customer service that an organization is able to deliver is determined by the knowledge, skills and strengths of its employees. Building an effective team starts by focusing on hiring the “right” employees and fostering a culture of performance. Once the “right” employees are hired, managers who are able to coach employees for performance will see the greatest results. Firing (terminating) employees who are not performing is never an easy task for any manager, no matter how poor the performance. Employee terminations can potentially impact the rest of the employees as well as customers. Managers, who fire “right”, view and perform employee terminations as a process rather than a single conversation. Whether addressing experienced or newly promoted supervisors, managers and/or owners, this learning activity will offer you valuable insight, methods and tools that will assist you in “Hiring Right, Firing Right”.
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right—Firing Right - Participant Manual
INTRODUCTION
Workshop Objectives Discover the benefits of hiring the “right” employee Identify the “right” employee(s) for you team/organization Discover the potential impacts of hiring and firing “right” Explore the implications of Canadian Human Rights and Employment Legislation Identify and distinguish between “hard” and “soft” skills Identify 4 steps to “set the stage” and conduct effective Recruitment interviews Sharpen your Interviewing skills - identify interview do’s & don’ts Discover 10 effective interview questions Explore 20 interview questions to AVOID Identify the myths of employee terminations Identify barriers to employee performance, and how to remove them Learn how to coach employees for improved performance Identify 4 steps to “set the stage” and conduct effective employee terminations
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right窶認iring Right - Participant Manual
INTRODUCTION
What Do You Want To Learn? Please take a few moments to list below 5 things that you are interested in learning during this workshop: 1. 2. 3. 4. 5.
Your Challenges Every manager is faced with human resources challenges that are as unique as the individuals who make up the teams around them, and specific to the company policies and procedures they work within. Take a few moments to consider your current situation as you answer the following questions.
Employee Recruitment What challenges do you face regarding employee recruitment?
Why do you think these challenges exist?
ﾂｩ 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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INTRODUCTION
Employee Performance What challenges do you face when managing employees to perform in their job?
Why do you think these challenges exist?
Employee Terminations What are your challenges when faced with terminating employees?
Why do you think these challenges exist?
ﾂｩ 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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INTRODUCTION
My First Job What was your very first job? Newspaper route? Work in a store? Restaurant? Manufacturer? Other?
What did you learn during that job that you have carried with you throughout your career? How has that lesson affected how you work today?
ﾂｩ 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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INTRODUCTION
Benefits of Hiring the “Right” Employee “A chain is only as strong as its weakest link” - proverb
What are the overall benefits of hiring the “right” employee?
How could my team or department benefit more by focusing on hiring the “right” employee(s)?
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Module One—Hiring Right
Hiring the ‘Right’ Employees In Module 1, you will explore the benefits of hiring the “right” employee and identify the importance of “fit” in matching a prospective employee’s knowledge, skills and abilities with the expectations of the job and dynamics of the current team.
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Hiring Right
Impact of Hiring the “Right” Employee Studies have proven that employees are more engaged and successful when their interests, skills, qualifications and interests “fit” with the requirements of the position and values of the company where they are employed.
How could the benefits of hiring the “right” employee have a positive impact within your company? Benefit
i.e.. Cost Savings
Impact on the Company overall
Impact on my Department
Impact on my Employee(s)
Consistency of product and/or service delivery builds customer loyalty.
Reduced waste of supplies, product, etc. (when work is performed efficiently).
Increased morale.
Less need to advertise to bring in “new” customers.
Company spends less replacing items, can afford better or more equipment and/or tools for the team.
Work with competent team members, have the tools and equipment needed to do the job!
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right—Firing Right - Participant Manual
Hiring Right
“Hard” Skills vs. “Soft” Skills Hard Skills are
Soft Skills are
Examples of “Hard” skills:
Examples of “Soft” skills:
Examples of “Hard” skills in my department:
Examples of “Soft” skills in my department:
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right
QUIZ “Hard” Skills vs. “Soft” Skills Review each of the following statements and circle whether or not you think it is a Hard (H) or Soft (S) skill. 1
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S
Communication
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S
Computer applications
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S
Initiative
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Critical Thinking
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Customer Service
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S
Flexibility/Adaptability
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H
S
Motivation
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H
S
Interviewing Skills
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H
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Organization
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H
S
Problem-solving
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H
S
Team Player
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H
S
Motivation/Inspiration
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H
S
Date Entry
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H
S
Coaching
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H
S
Cash Handling
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right—Firing Right - Participant Manual
Hiring Right
Setting the Interview Stage “You never get a second chance to make a first impression!” - proverb
“Setting the Stage” for Successful Interviews—4 Easy Steps Step #1
Step #2
Step #3
Step #4
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right
Interview Do’s Ask questions specifically related to the candidate’s _______________________ as it relates to the __________ they are applying for.
Ask _________ - ____________ questions that will encourage candidates to answer with more than just a yes or no response.
Ask the candidate to tell you what they already know about the _________ and ____________. This will let you know whether or not they have done any research in preparation for the interview.
Ask questions that require candidates to provide examples of ___________________ _____________________ and ______________________ (these are known as “Behavioural” interview questions).
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right窶認iring Right - Participant Manual
Hiring Right
10 Effective Interview Questions 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
My favourite interview question:
ﾂｩ 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right—Firing Right - Participant Manual
Hiring Right
Interview DON’Ts Under the Canadian Human Rights Act, questions relating to the following areas, are illegal in Canada and MUST be avoided: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. NOTE: This includes job application forms and interview questions
© 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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Hiring Right
20 Questions to AVOID asking during an Interview 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20.
ﾂｩ 2012 Al l ri gh ts rese rv ed. No p art o f this pub lic ati on m ay b e re p roduc ed , trans mi tted in any fo rm o r by any me an s e lec tron ic , mec h anic al, p hotocop yin g, re co rd ing o r oth e rwis e , o r sto red in a re trie val sy stem wi tho ut th e p rio r writte n c onse nt o f Enc o re Wo rksh ops.
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If you would like to review the full manual, or discuss your current training needs please call our customer service manager Janie Dunning at 778.265.3070 or email janie@bluebeetlebooks.com.
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