Hiring Right, Firing Right by Blue Beetle Books

Facilitator Manual

Hiring Right, Firing Right Practical Human Resources Skills for Managers Ginger Brunner

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w o r k s h o p s your passion

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Hiring Right窶認iring Right An Encore Workshop developed by Ginger Brunner

ﾂｩ 2012 Hiring Right窶認iring Right Facilitator 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

Encore Workshops If you would like to find out more about Encore Workshops please visit our website www.encoreworkshops.com.

Table of Contents

Introduction 8

Workshop Overview

How will Participants Benefit?

Participant’s Learning Objectives

Suggested Agendas

Message to Facilitators

Icebreaker

Module 1 - Hiring the Right Employees 19

Benefits of Hiring the Right Employee

Potential Impact of Hiring the Right Employee

Identifying the Right Employee(s) for the Team/Organization

Setting the Stage for Successful Interviews

Interview Do’s and Don’ts

The Recruitment Interview

Hiring Right—Conclusion

Module 2 - Firing Right 52

The Myths of Employee Terminations

Coaching for Performance

Tips for Effective Performance Management

Employee Terminations

Financial Impact

Setting the Stage for Effective Employee Termination Meetings

Firing Right—Conclusion

Appendices

INTRODUCTION

Thank-you for purchasing this Encore Workshop. We take a lot of care to ensure that our workshops are professionally produced. If there is anything we can do to assist you in delivering this workshop successfully please do not hesitate to email us at help@encoreworkshops.com. “Hiring Right, Firing Right” is one of our more complex workshops. As Human Resource policies will vary from one organization to the next, the format of this program has been designed to enable you to incorporate and/or substitute your organization’s policies, as applicable. Due to the potentially sensitive nature of the topics to be discussed, successful delivery will depend on the ability of the facilitator to establish and maintain a safe environment (explained in more detail in this manual) for all participants. Please take the time to read this manual as well as review the PowerPoint deck and participant manual thoroughly, prior to delivering the program. The key to a successful delivery of this workshop is to lead participants on a stepby-step journey through the workshop and not be tempted to try any shortcuts. While we encourage the incorporation of stories and examples specific to your organization, we also suggest using this manual to guide you through the process until you have delivered it enough that you feel comfortable introducing your own delivery interpretations. Based on the needs of your organization, this program can be delivered as one, full day session (we suggest using a lunch break to divide the two modules) or, as two individual half-day sessions, one for each module.

Hiring Right—Firing Right

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 superior 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 offers participants valuable insight, methods and tools that will assist them in Hiring Right, Firing Right.

Objectives Through a fun, interactive program that combines lectures, group activities and role-playing, participants will:  Discover the benefits of hiring the right employee 

Identify the right employee(s) for their team/organization

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Discover the potential impacts of hiring and firing right

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Explore the implications of Canadian Human Rights and Employment Legislation

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Identify and distinguish between hard and soft skills

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Identify 4 steps to “set the stage” and conduct effective recruitment interviews

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Sharpen their Interviewing skills - identify interview do’s & don’ts

Hiring Right—Firing Right

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Discover 10 effective interview questions

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Explore 20 interview questions to AVOID

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Identify the myths of employee terminations

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Identify barriers to employee performance, and how to remove them

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Learn how to coach employees for improved performance

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Identify 4 steps to “et the stage and conduct effective employee terminations.

Encore Tip What 5 things do you want participants to learn? (specific to their role in your company)

______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

Hiring Right—Firing Right

How Will Participants Benefit? They will find themselves:  Understanding the benefits of hiring the right employee(s) 

Realizing why the “fit” of an individual is important to an effective team

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Confidently conducting interviews that will help them hire the right employee(s)

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Building stronger teams and employee engagement through coaching

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Understanding and proactively minimizing the impact of employee terminations

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Confidently conducting effective employee termination meetings.

Encore Tip What benefits do you as the facilitator want to see from the workshop? (specific to your company)

___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

Hiring Right—Firing Right

Participant’s Learning Objectives Understanding the learning objectives of course participants enables you, the facilitator, to:  Link workshop objectives to participant expectations 

Link workshop information and with examples, specific to your company. The participant manual asks participants to list their expectations of this workshop. Participants can either complete their list at the beginning of the session or, you may choose to provide participants with an overview of the workshop and ask them to submit their learning objectives to you, prior to the workshop. If you do not want to provide participants with this opportunity, mention it when you hand out the manuals.

Encore Tip Post participant objectives on a flipchart or whiteboard at the front of the room. As objectives are addressed during the workshop or during the final review, revisit the list and ensure that all objectives have been addressed. In the event that any objectives cannot be met by the workshop, or are outside of your remit, discuss this and either defer for another session or provide participants with alternative resources.

Hiring Right—Firing Right

Participant Challenges The participant manual asks participants to list any challenges that they currently face within their department/position, as they relate to the topic of this workshop. Please allow them a few minutes at the beginning of the session to make their list. There is space in their workbook for this exercise. Explain that this exercise will assist them in asking questions throughout the workshop. This exercise will also help participants link the learning objectives and workshop information to their specific challenges.

Suggested Agendas The format of this program has been developed with flexibility and may be delivered as a full day (8 hour) workshop or two - half day (4 hour) sessions.

Full Day Workshop 

Morning Session: Hiring Right content & conclusion

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Lunch break

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Afternoon Session: Firing Right content & conclusion

Half Day Sessions 

Day 1: Hiring Right content & conclusion

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Day 2: Firing Right content & conclusion

Notes As references are made throughout the program to other workshop content, it is recommended that participants attend BOTH sessions. Time has also been allowed for a coffee/refreshment/stretch break mid-way through each session.

Hiring Right—Firing Right

Message to Facilitators Throughout this workshop, participants should be encouraged to share and discuss challenges, personal experiences, best-practices and suggestions, as they relate to the content of the workshop. Due to the potentially sensitive nature of the discussions, it is important to note that successful delivery and achievement of the desired objectives is based upon establishing a confidential and safe training environment. The more comfortable participants are discussing specific work-related situations and issues with each other, the greater the impact on what will be discussed and perhaps addressed during the workshop.

Confidentiality Creating a Safe Environment Prior to beginning this workshop, establish a safe environment by letting participants know that they are encouraged to share/discuss challenges, best-practices and suggestions, throughout the session. Let participants know that that they may choose to “protect the innocent” by changing names and/or places, if they desire. Encourage a “What is said in the room… stays in the room” philosophy.

Encore Tip Post a FUN Confidentiality reminder poster visibly in the training room. “What is said in the room… stays in the room”

Hiring Rightâ&#x20AC;&#x201D;Firing Right

Support Foster a supportive learning environment by encouraging participants to support each other throughout the session. Remember, there are no dumb questions! Chances are someone else in the room is wondering the same thing!

Encore Tip In the ice-breaker oppositeâ&#x20AC;&#x201D;leadby-example! Participants will be more willing to open up and share their experiences if the Facilitator shares theirs first!

Hiring Right—Firing Right

Ice-Breaker Group Activity #1—My First Job Purpose  Introduction of participants to one another (if not already familiar). 

Encourages participants to establish a comfort level sharing information with each other.

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Introduces participants to information that they may not already be in possession of.

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Establishes the foundation for an interactive workshop.

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Encourages participants to consider their own fit within a position and/or organization.

Icebreaker Duration: Approx. 5-10 minutes, depending on the size of the group Instructions 1. Encourage participants to consider their very first job 2. Ask them to consider the following questions and be prepared to share their information with the group: - What was their job? (e.g. Did they have a newspaper route? Work in a store? Restaurant? Manufacturer? Other?) - What lesson did they learn during that job that they have carried with them throughout their career? 3. Choose or ask for a volunteer to start by sharing their information. Then continue by going around the room giving each participant an opportunity to share their experiences and lessons. 4. Encourage participants to document their answers in their participant manual.

Module One

Hiring the Right Employees In Module 1, participants 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. Bridge-In: Introduce the following proverb to participants: “A chain is only as strong as its weakest link” - proverb Encourage participants to consider and discuss, as a group, how the proverb relates to organizations and employees. The proverb reflects the foundation of this workshop, the theory that the strength of an organization is built on the strengths of its employees. “An organization is only as strong as its weakest employee”

Hiring Right—Firing Right

Review Workshop Objectives 1. At this point, review the Workshop Objectives in the participant manuals as well as each of the participant’s objectives (if applicable). 2. Let participants know how the objectives will be tracked and reviewed to ensure that all points are explored throughout the workshop. 3. Remind participants that their ability to build strong teams starts with hiring the right individuals for the job! 4. Once the right employees are hired, managers who are able to coach employees for performance will see the greatest results. 5. Ultimately, not every individual will succeed on the job. Understanding, and effectively terminating, an employment relationship with the utmost of respect is not only possible, it’s in the best interest of all parties involved!

Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________

Hiring Right—Firing Right

Benefits of Hiring the Right Employee Pre-Test Ask participants to consider and discuss the following question: How important is it for an organization to focus on hiring the right employee(s)?

Background Information In today’s employment marketplace, employers are facing extremely low, and in some cases unprecedented, unemployment rates. The babyboomer generation is heading towards retirement and fewer employees are entering the employment market (Y-generation is smaller). In Canada, it is estimated that by the year 2023 the height of the baby boomer generation will be retired and/or heading into retirement, and the national unemployment rates will hit an all-time low! We are in the midst of an “employee’s market”. Today’s job applicants can literally be selective when it comes to choosing the jobs/positions they want, and which companies they want to work for. Employees who are not happy at their current job can almost walk out the front door, up the street and right into a new one. As employers struggle to find available workers to fill positions, the challenge of finding and attracting the employees who “fit” within the position and organization will continue to mount.

Hiring Right—Firing Right

Benefits of Hiring the Right Employee Group Activity #2—Brainstorming Duration: Approx. 10-15 minutes, depending on the size of the group Instructions 1. Divide participants into groups of even numbers and assign each group a flipchart (or space on a whiteboard) on which to document their answers. 2. Ask participants to gather around their respective flipchart (they will not need their manuals). 3. Once groups are in place, ask them to choose a “Scribe” (to write the groups’ information) and a “Broadcaster” (to present the groups information to the other participants). 4. Employing the “Rules of Brainstorming”, instruct groups that they will have 10-15 minutes to brainstorm and document as many answers as possible to the following question: What are the benefits of hiring the right employee? 5. As they are finished brainstorming, instruct groups to take their original seats. Remind Broadcasters to be prepared to present on behalf of the group, when their turn comes. 6. When all groups are finished, go around the room and randomly give each Broadcaster the opportunity to share their groups’ results. Continue until all groups have presented. 7. Encourage participants to follow along and take notes using their participant manual.

Encore Tips Even if participants are already familiar with the Brainstorming tool, it is important to review the “Rules” of brainstorming: 1. There are no good or bad answers 2. There are no right or wrong answers 3. Participants are to avoid judging and/or qualifying ideas 4. All ideas/suggestions should be written on the board 5. Groups should encourage each member to have at least one idea on the board

Hiring Right—Firing Right

Group responses will vary, but should include answers similar to the following. Benefits of hiring the right employee: 

They will be better able/ equipped to do the job

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They are genuinely interested in the job

Encore Tips As presentations are made, encourage Broadcasters to cross off duplicate answers on their list and encourage the mention of benefits not already identified.

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Increased revenues

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Cost savings

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Time savings

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Reduced need for re-training

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Reduced amount of re-work

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Reduced employee turnover

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Positive impact on employee morale

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Increased customer satisfaction

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Consistent product and/or service delivery.

As each group’s Broadcaster completes their presentation, encourage the group to give them a round of applause!

If any of the above are not mentioned by the groups, lead the conversation towards the answers and create another list on a flipchart at the front of the room.

Encore Tips 1. 2.

Ensure the “Rules of Brainstorming” are displayed while groups are working. Instruct Scribes to write the question at the top of the page.

Hiring Right—Firing Right

Potential Impact, of Hiring the Right Employee Background information As the group has just explored, there are many benefits of hiring the right employee. Studies have proven that employees are more engaged and successful when their interests, skills, and qualifications “fit” with the requirements of the position and values of the company where they are employed.

Group Discussion— Duration: Approx. 30 minutes Using the “benefits” that participants have just identified, begin addressing how those benefits could be seen throughout various levels of an organization (from the front-line teams to departments and the company overall). Create a chart on a flipchart at the front of the room, similar to the one opposite. Lead a group discussion by randomly addressing each of the specific benefits listed on the group flipcharts. Encourage participants to discuss how that benefit could positively impact each of the following three areas: 1. Company/organization 2. Team/department 3. Employees within a team/department Write the answers on the flipchart at the front of the room. Encourage participants to write the answers that apply to them and their workplace situation, in their participant manual. Continue the discussion until all of the benefits have been explored and the participants are able to link the benefits with specific impacts within their organization.

Example: Cost Savings Q. Ask participants how the company might save money by hiring the right employee(s)?

Hiring Right—Firing Right

A. More consistent products and/or service delivery would help build customer loyalty. The company could potentially spend less on advertising for new business. Q. How might their department save money by hiring the right employee(s)? A. Reduced waste of supplies, product, etc. when the work is performed properly. Money could be spent on things (better/more tools and or equipment needed to do the job). Q. How might the individuals within their team/department benefit by the right employee(s)? A. Increased morale. Work with competent team members, have the tools and equipment needed to do the job!

Sample Chart

Benefit

Impact on the company overall

Impact on my department

i.e. Cost Savings

Consistency of product Reduced waste of supplies, and/or service deliv- product, etc. (when work is ery builds customer performed efficiently). loyalty. Company spends less replacing Less need to advertise items, can afford better or to bring in new cusmore equipment and/or tools tomers. for the team.

Impact on my employee(s) Increased morale. Work with competent team members, have the tools and equipment needed to do the job!

Encore Tips 1.

Save time by pre-writing the chart framework on a flipchart, prior to the workshop.

Recognize the accomplishment “wins” within your organization!

Where possible, provide actual examples of the benefits of hiring right already being experienced within your organization.

Hiring Right—Firing Right

Identifying the Right Employee(s) for the Team/Organization Bridge-In: As we have discussed, there are many benefits to hiring the right employee as well as a positive impact in many areas and levels within our organization/company.

Pre-Test: Ask participants to answer the following questions: Without any guidelines in place, could one manager’s ideal image of the right employee differ from that of another? If so, Why? Group responses will vary, but should include answers similar to the following:  Opinions are subjective 

Different values and work ethics

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Varying levels of experience and knowledge

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Varying levels of expectations

Could the same be said, even if the managers work for the same company? The answer is Yes!

Background information It is important for participants to understand that although personal perceptions and subjectivity could play a roll in determining what makes an employee right, it is in the best interest of all parties involved to ensure a fair and equitable recruitment process is in place. Group Discussion—Duration: approx. 5-10 minutes Encourage participants to consider the following question and discuss as a group: What does it mean when a recruitment process is “fair and equitable”?

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