Recruit, Inspire & Retain |
November 2007 |
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Ideas for “Marketing” and Providing “Customer Service” to Current and Potential Employees |
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TRAINING
SYSTEMS,
INC.
Great Training for Great Employees |
Visit our website,
www.trainingsys.com
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| ABOUT US | BOOKS & FUN STUFF | RIR BACK ISSUES |
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COOL STUFF IN THIS ISSUE! |
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What
are you doing to thank your employees in this month of Thanksgiving?|
READERS! If you find an article worthy of Recruit, Inspire & Retain, please send it (with a note telling us where you found it) |
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FUN DAYS TO CELEBRATE
NOVEMBER SPECIAL DAYS
November is...
I Am So Thankful Month
November 4-10 – French Conversation Week
November 18-24 – Family Week
November 7 – National Bittersweet Chocolate with Almonds Day
November 11 – International Day of Prayer, Veterans Day, & Sundae Day
November 13 – World Kindness Day & Young Readers Day
November 14 – Pickle Appreciation Day & Guacamole Day (Yum, pickles &
guacamole!)
November 15 – Clean Out Your Refrigerator Day, America Recycles Day, & I
Love to Write Day
November 16 – Fast Food Day
November 17 – World Peace Day, Homemade Bread Day, & Coping with Uncertainty
Day
(Uncertain about world peace? Cope by making bread — works for me!
Share a loaf with someone you don’t get along with to do your bit on the
peace front.)
November 18 – Teddy Bear Day
November 19 – Pencil Day
November 20 – Peanut Butter Fudge Day & Air Your Dirty Laundry Day (I
prefer to wash my
laundry first, personally!)
November 21 – World Hello Day (Hello, world!)
November 22 – Thanksgiving Day (US) (Why isn’t tomorrow National
Start a
New Diet Day?)
November 23 – National Cashew Day, Eat A Cranberry Day, National Flossing
Day, & Buy Nothing Day (US) (Riiiiiight, isn’t this the biggest shopping
day all year?!)
November 24 – Espresso Day & Buy Nothing Day (UK)
November 26 – Cake Day & Good Grief Day
November 27 – Pie In the Face Day & Electric Guitar Day
November 28 – French Toast Day & Camera Day
November 30 – Computer Security Day & Clear Up the Clutter Day
December
December 2 – Play Basketball Day
December 3 – Make a Gift Day
December 4 – Hanukkah, Cookie Day, Wear Brown Shoes Day &
Extraordinary Work Team
Recognition Day
December 5 – Blue Jeans Day &
International Volunteer Day
Email
TRAINING SYSTEMS,
INC. for ideas on how to
celebrate any of these days.
Keep on Selling to Candidates
A new book you can learn from quickly (each topic is 2 pages long with lots of bullet points!) is The Truth About Hiring the Best, by our own Cathy Fyock.
Consider this scenario.
A hospital, known regionally as an Employer of Choice, had no difficulty
in getting qualified applicants for open positions. But when the hospital
made offers, it had few takers. An outside consultant conducted focus groups
and asked managers the question, "Why should I work for you?" "Why should
any good candidate work for your organization?" This bright group of
managers didn't know how to answer these questions; they assumed that any
bright candidate would understand that their hospital was an Employer of
Choice.
The problem wasn't that these managers were unconvinced of the many good benefits and working conditions the hospital offered. They just didn't know they needed to actively sell today's candidates on the benefits of working with their organization.
These managers needed to be able to talk about what their organization offered. They needed to stress their competitive salary and top-notch benefits. They needed to talk about their commitment to work-life balance. They needed to talk about their values and how patient care was their number-one priority. They needed, in fact, to sell the hospital to the candidates. Otherwise, perfectly good candidates slipped away, leaving perfectly good positions unfilled.
Valuable candidates—whether they are active seekers or passive browsers—might have been attracted to your organization because of a direct contact, a telephone call, or a direct mail campaign. They might have been initially interested in your organization because of your compelling recruitment message or the charisma of the individual who contacted them. But you have to keep them interested and engaged throughout the entire selection process; otherwise, they might disappear on you. In a difficult labor market, you must continue to sell candidates through the time that the offer is made and accepted:
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Analyze and identify your strengths in selling to prospective employees. |
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Use a "cheat sheet" of the talking points of why your company is a great place to work. You might consider creating a one-page summary of these benefits for candidates to take home with them so they can weigh the benefits of your organization against other opportunities. |
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Listen for hints from the candidates about what is important to them, and respond to these issues by talking about what you have to offer. For example, if a candidate continues to comment on the lack of advancement with the current employer, be sure to talk about all the things your organization does to help employees advance. |
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Consider giving candidates the opportunity to talk with current employees about what it’s like to work at your company. Being given the chance to say good things about their organization has the added benefit of giving employees the chance to remind themselves of what a good employer your company is. So not only will you be hiring a new employee, but you might also be keeping a current one who had forgotten how good it is at your company. |
If you want a great candidate relationship, treat that person as you would treat a customer. The Disney organization, for example, has long understood the importance of providing excellent service to its internal and external customers. So, in addition to hiring mystery shoppers to evaluate the quality, service, and cleanliness of its facilities, it has used mystery shoppers to evaluate the job search experience of its applicants.
Since using mystery applicants is not practical for most hiring managers, some managers have developed candidate comment cards or look for ways to touch base with candidates to gain their appraisal of the process. A final strategy to help you improve your own empathy toward job seekers is to go on job interviews yourself. Many hiring managers forget about how intimidating the process can be, how vulnerable you feel as an applicant, and how stupid some of those interview questions can be. By playing the role of "constant candidate" and going on interviews now and then, you will help improve your selection process.
Excerpted from The Truth About Hiring The Best (Truth #41), by Cathy Fyock
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Get more tips on recruiting great employees from TRAINING SYSTEMS. |
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 Have
a recruitment, inspiration, training, or retention idea or question? Ask by
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Old is Good! (In My Opinion)
"Hey Dad", one of my kids asked the other day, "What was your favorite fast food when you were growing up?"
"We didn’t have fast food when I was growing up," I informed him. "All the food was slow." "C’mon, seriously. Where did you eat?"
"It was a place called ‘athome," I explained. "Grandma cooked every day and when Grandpa got home from work, we sat down together at the dining room table, and if I didn’t like what she put on my plate, I was allowed to sit there until I did like it."
By this time, my kid was laughing so hard I was afraid he was going to suffer serious internal damage, so I didn’t tell him the part about how I had to have permission to leave the table. But here are some other things I would have told him about my childhood if I figured his system could have handled it:
Some
parents NEVER owned their own house, wore Levis, set foot on a golf course,
traveled out of the country, or had a credit card. In their later years they
had something called a revolving charge card. The card was good only at
Sears Roebuck. Or maybe it was Sears AND Roebuck. Either way, there is no
Roebuck anymore. Maybe he died.
My
parents never drove me to soccer practice. This was mostly because we had
never heard of soccer. I had a bicycle that weighed probably 50 pounds, and
only had one speed (slow).
We
didn’t have a television in our house until I was 15. It was, of course,
black and white, but they bought a piece of colored plastic to cover the
screen. The top third was blue, like the sky, and the bottom third was
green, like grass. The middle third was red. It was perfect for programs
that had scenes of fire trucks riding across someone’s lawn on a sunny day.
Some people had a lens taped to the front of the TV to make the picture look
larger.
I
was 2 when I tasted my first pizza, and it came from the oven in my mother’s
kitchen. When I bit into it, I burned the roof of my mouth and the cheese
slid off, swung down, plastered itself against my chin and burned that, too.
It’s still the best pizza I ever had.
I
never had a telephone in my room. The only phone in the house was in the
entry hall and it was on a party line. Before you could dial, you had to
listen and make sure some people you didn’t know weren’t already using the
line.
Pizzas
were not delivered; but milk was. All newspapers were delivered by boys and
most boys delivered newspapers. My brother and I delivered 85 newspapers 7
days a week. The daily cost 5 cents each, the Sunday was 25 cents. On each
daily, I got to keep 7/8 of a cent, on Sundays, 5 cents, I had to get up at
4 AM every Sunday morning. On Saturday, I had to collect the 45 cents from
each customer. My favorite customers were the ones who gave me 50 cents and
told me to keep the change. My least favorite customers were the ones who
seemed to never be home on collection day.
Movie
stars kissed with their mouths shut. At least, they did in the movies.
Touching someone else’s tongue with yours was called French kissing and they
didn’t do that in movies. I don’t know what they did in French movies.
French movies were dirty and we weren’t allowed to see them.
If you grew up in a generation before there was fast food, you may want to share some of these memories with your children or grandchildren. Just don’t blame me if they bust a gut laughing. Growing up isn’t what it used to be, is it?
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* University of Maryland – repeat customer many times over |
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| * | Scott Nierman, Illinois Commission on Volunteerism and Community Service, emailed: "I’ve received your newsletters since May 2006 ICOVA (I’m on the committee). I enjoy something in each issue." |
| * | Ever wonder how we get all those cool quotes to make our posters? Or great visuals for training? From our colleagues, customers, and vendors! Roger Hirschman, Cabinets 4U, emailed us a couple of hysterical military motivation posters. |
Scott Niermann, Illinois Commission on Volunteerism and Community Service:
Governing by Network: The New
Shape of the Public Sector
by Stephen Goldsmith and William D. Eggers
This book seeks to provide practical insight into the world beyond government contracting/outsourcing to "Networked government". In particular, they cite the need for more literature related to the management of networks, because the old argument since the 1980's of institutionalized bureaucracy versus outsourcing is just that: old, out-dated, and irrelevant. Goldsmith and Eggers state, "The pressing question has become how to manage diverse webs of relationships in order to create value." I’m enjoying it, and thus far would highly recommend it to others!
Email
us with what you’re reading & a sentence or 2 about why you’re reading it
or what you learned from it (can be fiction or non-fiction).
Finding Time to Recognize Employees in a Way That’s Motivating to Them
I recently read a great article on recognizing employees and one of the bullet points for what to do was: Keep it simple - you already have enough to do. It reminded me of the "On The Spot" program we worked on with a large physician group. We learned from employees that the most meaningful recognition they received was off the cuff/at the moment they did something well: on the spot, not the pre-planned/work towards a big goal type.
We told managers this and they said, "Wow, how will I be ready to give any recognition (other than verbal praise) on the spot?" So we helped them create a menu of recognition items and stock these in the offices. Then we designed and facilitated training for all managers on how to use the program. Below are some excerpts from the training:
"At CPI, you’ve developed 4 Core Values (Compassion, Respect, Innovation, Integrity) which are the cornerstone of employee performance expectations. Employees learn those 4 values and their respective roles in supporting the values in Customer Service Training and by seeing the values in action by their peers and company leadership. For employees to care about a company’s goals, they must understand the company’s goals and their roles in achieving those goals.
Recently, the Human Resources Department sponsored a study in which TRAINING SYSTEMS, INC. interviewed 22 employees at five different locations. The study was conducted to determine what performance factors employees considered relative to customer service, how their job performance was measured, and what types of incentives, rewards or recognition would be most valuable to them."
| The key performance factors
related to good customer service identified by the staff were:
1. Establish rapport and be attentive to the patient |
"It would seem the employees surveyed have a pretty good handle on which service actions support the goals of CPI. The challenge for them is to meet those expectations when things get busy or hectic on the job. The challenge for you as managers and supervisors is to be able to instantly recognize those jobs and tasks well done even though your day may be busy and hectic.
In that Human Resources survey of 22 employees, the participants were asked to also identify performance incentives that would be meaningful to them. While a wide-range of answers were given by the participants, several rewards (below) were consistently found in most of the responses.
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Performance Incentives Meaningful to Them:
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What’s interesting about these responses is that the employees themselves want to be recognized using the same 4 Core Values CPI has identified as essential when dealing with customers - Compassion, Respect, Innovation, and Integrity.
Oftentimes, all it takes is a few words: "Great job" or "Thanks for taking care of that so well." Other cases call for something more. That’s where the CPI Incentive Manuall is designed to help. It gives you a range of ideas for recognizing great service in a tangible way. It also explains the procedure for getting reimbursed for any out of pocket expenses you incur. Not all recognition involves costly items. You’ll notice that the incentive items listed are followed by either a single, double or triple dollar sign.
Here’s what those symbols tell you:
I. $ - "No-Budget-Cost"
Already funded through normal operating budget. No need to request
additional funding.
II. $$- low budget
Available for under $50.
III. $$$ - Worth the cost
Could cost over $50, but the benefit of this reward exceeds the cost of
purchase.
To make recognition a success, you also have to know your employees well enough to find the kind of tangible recognition that means the most to each one. That may be a gift certificate to a favorite store, tickets to a movie or sporting event or any of the ideas you’ll find in the CPI Incentive Manual.
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The best practice for identifying what motivates your employees is to start things off right by asking employees what motivates them. Take an interest in their goals, hobbies, and family.
Incentive programs can’t work without your commitment. That means you have to be on the lookout for examples of service that reflect CPI’s Core Values. "On The Spot" recognition is the most effective way of showing you value exceptional service.
Need ideas for how to make this work in your organization? Call
TRAINING SYSTEMS,
INC. at
800-469-3650, or email
TSI@trainingsys.com.
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Get more tips on INSPIRING great employees from TRAINING SYSTEMS. |
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Blogs — A Great Retention Tool
Blogs are a great way to get learners actions on the job shared with other learners OR give them a place to ask questions that others can answer. Here are a few things to think about as you’re setting one up for training you’re planning.
Once, only teens and techies had blogs. Details from last night’s date and opinions about the latest video games filled these first Web-based logs, which started popping up around 1999. Today, more and more businesses are joining the blogging world. What began as a mere pastime has become a valuable promotional tool and internal communication vehicle for firms of all types and sizes, from small entrepreneurships to Fortune 500 giants. They’re a great way to build community with learners.
Think you can’t get your learners to blog what they’re doing with their learning? There’s built-in motivation for people to participate in blogging: They get credit for their ideas. A blog is essentially a repository of a person’s intellectual capital – a record of their thoughts, observations, contributions. Blogging is a way to protect the most important brand of all: themselves.
If you’re wondering what blogs look like, they’re essentially Web pages with some common characteristics: commentary, sometimes lengthy, but often only a sentence or paragraph per issue; hyperlink connections to other Web pages, discussion threads, a search-engine function, forms, software, people.
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Weblogs can trigger a rich chain reaction of ideas and possibilities from others, which is why they hold such great potential for learner retention. Give individual employees within a company a weblog, encourage them to document their best ideas and personal experiences, link them, add search capabilities, and it’s easy to imagine that at least some innovation will arise from the ordinary. "Blogging is a train-of-thought technology," says Scott Dinsdale, executive VP of digital strategy at the Motion Picture Association. The trick is to capitalize on the mental energy that’s unleashed by blogging.
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Corporate cultures will need to change if blogging is to fulfill its promise as a tool for collaborative knowledge. There’s a "reluctance to open the floodgates of letting opinions fly around and not be able to control that," Andy Chen, a blogger, says. Good point. There’s little reason to invest in this democratizing application if strict authority remains the status quo. On the other hand, companies that blog need to be prepared for the bad ideas, disagreements, and general dissonance that might also be generated by the system. "If there’s anything blogs aren’t, it’s succinct and direct," says Dinsdale. The down side of blogging for knowledge management/learner retention would be this: hours wasted recording, reading, and responding to low-value meanderings. There’s a risk of getting bogged down in blogs.
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Some of the best ideas for making blogs successful places to capture ideas are found in a few blogs on blogging.
Excerpts from The Rotarian 11/07 & Information Week
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Workplace Bullying is Waaaaaayyy More Common Than You Think
The topic of workplace bullies has become more of an issue over the past several years. Workplace violence, people going ‘postal’, etc., has become more prevalent. When one or more people create a group to engage in bullying behavior towards another person, the term used is ‘mobbing’.
Mobbing is a ‘ganging up’ on someone to force the person out through the use of rumor, innuendo, discrediting, humiliation, isolation, and intimidation. It is a group bullying process that occurs repeatedly over a period of weeks, months, or even years. The mobber(s) portray the victim as the person at fault. This is one of the nastier forms of emotional abuse and the impact on the individual can be devastating. As a result of the experience, many victims of mobbing suffer from post traumatic stress disorder, disabling physical illnesses, mental and emotional problems, experience the dissolution of their closest personal relationships, and some even have committed suicide. In fact, the Swedish research revealed that about 15% of all suicides in that country were a direct result of mobbing in the workplace.
Mobbing has been researched in Scandinavian countries and in Europe since the early 1980's. Books have been written on the subject. Legislation and occupational safety statutes have been passed in Sweden and are proposed in other countries. Mobbing is a household word in German speaking countries. A major movement against mobbing behavior began in the United Kingdom in 1994. But the US is still not doing much to recognize or stop it.
Risk Management Issue
Mobbing is a serious behavioral risk management issue for organizations.
It results in high turnover, low morale, increased absenteeism, decreased
productivity, loss of key individuals. It undermines teamwork, trust, and a
sense of shared vision.
In 1994, an article in the EAP’s national publication talked about corporate behavioral risk management as a growing concern. The author described an incident in which the CEO of an east coast company asked for an internal behavioral risk management assessment. The company was experiencing low morale, high turnover, and there had been two suicides on the Vice Presidency level.
Scott H. Peters, Esq. of The Peters Law Firm. P.C., Iowa, has described mobbing as a "widespread, vicious, workplace tort." Mr. Peters also recommends that "plaintiff counsel should familiarize themselves with this issue as clients will surely become aware of their rights as the decade progresses. Corporate and defense counsel will need to be prepared to advise management and HR leadership as they seek to incorporate mobbing policies into corporate documents."
Once mobbing begins in an organization, it can occur repeatedly and can spring up in more than one area. It’s tough to stop unless it’s recognized and intercepted in the early stages. The fact that mobbing may be instigated from higher management levels, thus ignored or even condoned, is another crucial issue. Some human resources people have been ‘ordered’ or directed to support a mobbing process when the mobber is on a higher level of the organization.
Many ethical human resources professionals don’t become aware of a mobbing situation until it is well underway. It can be both frustrating and confusing. Most have seen this happen at least once in their careers but never had a name to put to it, nor did they see that it was a syndrome with a specific pattern — one or more individuals gang up to force someone out of the workplace through rumor, innuendo, intimidation, discrediting, and humiliation. As in most abusive situations, it is engineered to look as if the target "deserves it."
If your organization is experiencing high turnover, low morale, decreased productivity, or high absenteeism, mobbing may already be at work without your knowledge. Seriously damaging people, destroying teamwork and trust, negatively impacting organizational effectiveness, contributing to possible violence, mobbing can open your organization to costly compensation claims. This subtle and status-blind form of harassment puts everyone at risk. Awareness is key to prevention.
By Gail Pursell Elliott, http://www.innovations-training.com
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Get more tips on retaining great employees from TRAINING SYSTEMS. |
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November 8, 2007
Meetings Market Academy & Exhibition, Donald E. Stephens Convention
Center, Rosemont, IL,
http://www.meetingsmarket.com/Attendees/chicago/Default.aspx
SHRM Educational Series,
http://www.shrm.org/seminarsNovember 8-9, 2007 — HR Generalist, Chicago, IL
November 12-15, 2007 — Diversity Train-the-Training, Phoenix, AZ
November 26-28, 2007 — PHR/SPHR Cert. Preparation Course, Phoenix, AZ
November 29-30, 2007 — HR Generalist, Orlando, FL
December 3-4, 2007 — HR Generalist, Ft Lauderdale, FL
December 3-5, 2007 — SHRM Business Education, Washington, DC
December 3-5, 2007 — PHR/SPHR Cert. Preparation Course, Washington, DC
December 6-8, 2007 — Global Cert. Preparation Course, Washington, DC
December 7-9, 2007
ASAE Great Ideas Conference, Disney Yacht & Beach Club Resort, Orlando,
FL,
http://www.asaecenter.org
January 7-10, 2008
Christian Meeting Planners Convention & Expo, Atlanta, GA,
http://www.christianmeetingplanner.com/
January 17-20, 2008
33rd International Alliance for Learning Conference 2008, "Learning that
Counts - From a Dream to Reality", Hyatt Regency Atlanta, Atlanta,
Georgia, http://www.ialearn.org/conference.php
January 31-February 3, 2008
Christian Writers Guild Writing for the Soul Conference, Colorado
Springs, CO,
http://www.ChristianWritersGuild.com
March 6-7, 2008
3rd Annual ASAE Conference on International Operations,
Marriott Learning Complex,
Ronald Reagan Building/International Trade Center, Washington, DC,
http://www.asaecenter.org/ProgramsEvents/EventDetail.cfm?ItemNumber=27884
April 5-8, 2008
International Society for Performance Improvement (ISPI), NY Marriott
Marquis Hotel,
http://www.ispi.org
July 26-28, 2008
WorldFuture 2008: Seeing the Future Through New Eyes, Washington,
D.C.,
http://www.wfs.org
EASY TO BE GREEN!
K
www.eartheasy.com
has great tips on green cleaning.
K
www.greendimes.com
& www.41pounds.org
will help you get off junk mail lists.
K
www.thegreenguide.com
has tips on every facet of green living.
K
www.energystar.gov
gives advice on replacing old light bulbs w/energy efficient bulbs.
K
www.eere.energy.gov/greenpower provides comprehensive "green
power" info.
K
www.globalwarming.org
urges the use of recycled paper.
K
www.arborday.org
helps you plant trees to save the environment.
Going Green At Work
find
ecofriendly building materials and services at
http://www.rateitgreen.comom
buy
ecofriendly office supplies at
http://www.thegreenoffice.comomm
work
from home ideas at
http://www.treehugger.com
find
jobs and volunteer opportunities with socially responsible organizations at
http://www.idealist.org
Reduce
paperwork by invoicing, & paying employees & bills electronically
(TRAINING
SYSTEMS, INC.
now invoices exclusively by email
and is close to paying everyone
by credit card, PayPal, or
automatic debit from checking account).
Encourage
employees to use public transportation.
Use
ceiling fans to reduce air-conditioning costs
Reduce
your hot water heater temperature by 2 degrees and insulate the tank.
Use
energy-saving light bulbs
Charity Navigatoror (http://charitynavigator.org) is an in-depth, searchable guide to more than 5,000 charities worldwide that aims to encourage "intelligent giving". They rate charities based on their total expenses, revenues, and organizational capacity. If you want to give, but the recent slew of charity scandals has you feeling skeptical about where your money would go.
Take Pride T-Shirts (http://www.takepride.com) was founded by a group of friends who all share the belief that the more difficult the mission facing our military, the more deserving they are of our thanks and support. Each unique shirt design provides a glimpse into the life of a different US Service member who served in Iraq or Afghanistan and is hand silk-screened. The message of the shirts isn’t political, it's about acknowledging, celebrating, and taking pride in the spirit of young Americans who despite facing an extremely difficult job and unpleasant conditions, nonetheless strive to do their job well. Take Pride gives at least 20% of profits to charities and causes that assist combat veterans of Iraq and Afghanistan.
Set
a reminder to visit
http://www.thebreastcancersite.com
daily and click this button to help underprivileged women get mammograms.
VolunteerMatch.org helps you find organizations in your area that spark your interest in volunteering.
Global Volunteers
(http://www.globalvolunteers.org)
You can:
select
by type of work project
select
by country and date
select
by service program conditions
select
by cost
RECYCLING
Recycle yogurt containers and old toothbrushes!
Recycline’ Preserve partnered with Stonyfield Farm and is recycling yogurt
containers into toothbrush handles. Old toothbrushes are used to make
plastic lumber for picnic tables. Go to
http://www.recycline.com
for details.
Responsibly Dispose of Your Old Electronics
Donate
Old Cell Phones
911 Cell Phone Bank provide free emergency cell phones to needful people
through partnerships with law enforcement organizations,
http://www.911CellPhoneBank.com
Recycle
PCs, cell phones, printers, CDs diskettes, etc., with GreenDisk. For $29.95,
they send a 70-pound-capacity box. When it’s full, you download postage from
their website and ship it back. Your “junk” then goes to workshops for the
disabled and are refurbished.
http://www.greendisk.comm
Donate
PCs to National Cristina Foundation,
http://www.cristina.org;
Goodwill,
www.goodwill.org,
Salvation Army,
www.satruck.com/MakeDonation.asp.
Recycle
PCs and other computer products at Hewlett Packard and Dell. See their
websites for details.
Several
other places to recycle old PCs:
www.plugintoscycling.org,
www.earth911.org,
www.eiae.org.
Find
local Electronics recyclers at
http://www.earth911.org
and
http://www.ebay.com/rethink
WWW.TRAININGSYS.COM
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include them with your
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