People Management Training 2014 Confidential – Internal Use Only

1. People Management Training2014Confidential – Internal Use Only

2. Product (Food) Customers Employees Introduction • HelpingEmployeesReachOutstanding

3. Agenda • General Take Aways • Role of a People Manager • Recruitment and Selection • Motivation and Retention Techniques • Engagement and Teambuilding Techniques • Generations In The Workplace

4. Take Aways • Better understanding of the role and expectations of a People Manager • Better understanding on how to find, screen and hire the ‘right’ people • Better understanding of what motivates, engages, and retains employees in the workplace via tips and techniques • An understanding of Generational Differences in the workplace

5. Role Of A People Manager

6. Good versus Poor Manager

7. Recruitment and SelectionDefinitions • Recruitment • The process of finding and attracting suitable candidates to apply for • employment. • Selection (Hiring) • The process involving a series of steps through which candidates pass.

8. Recruitment and Selection (Hiring) Process • Identify a staffing need • Determine required position • Review job posting templates and modify accordingly • Post job internally and externally • Review job applications or resumes • Schedule job interview • Create a list of interview questions and conduct interview • Evaluate each candidate’s responses • Select the suitable candidate • Conduct reference checks • Make the offer of employment • Notify those candidates who were not selected for the position

9. Finding Suitable Candidates • Solicited or unsolicited resumes/applications • Former employees • Company website • Job Boards (i.e. craigslist, kijiji, Indeed, Monster, etc.) • Employee Referral • Community Centers, Churches, Supermarkets, etc. • Social Media • Local Newspaper Advertisements • Educational Institutions (i.e. local community colleges, high schools, etc.) • Family members

10. Resume/Application Screening

11. The Interview‘before’

12. Types of Interview Questions • Close-Ended • Questions requiring a yes/no answer – “Do you have previous customer service experience?” • Open-Ended • Questions requiring more than a yes or no answer – “Describe for me a typical day at the workplace”, • "What can you tell me about yourself?", "Why are you interested in the posted position?" or "What are • your strengths and areas for improvement?” • Behavioural (Most Recommended) • Questions based on the idea that the best way to predict your future performance is to examine your • past and present performance in a similar situation – Tell me about a situation when you had to deal • with a difficult customer. How did you handle the situation? What did you learn from it? • Recommendation: • Refer to Sample Interview Question Handout

13. The Interview‘during’

14. Positive and Negative Body Language: Interviewer

15. The Interview‘after’

16. The Hiring Decision

17. Reference Checks A reference check is a check conducted by a prospective employer to assess the fit of a candidate for a new position.

18. Make the Offer • A job offer or employment agreementis a document that confirms the details of an offer of employment. • The job offer letter includes details such as the position, reporting relationship, salary, hours of work, benefits (if any), vacation entitlement, and other incentives. • Non-Disclosure Agreements (Confidentiality, Non-Solicitation, and Covenant Not To Divulge Information)

19. What Candidates Want

20. Top Reasons Why Candidates Turn Down Job Offers • Poor reputation of the Company • Poor appearance of Store premise • Interviewer being critical about the Company or staff members • Lack of information about the job or the interviewer being too vague • The interviewer not discussing potential training • Being invited to be interviewed for role “A” and then interviewed for role “B” • The interviewer being too familiar • Overzealous questioning or testing • More money

21. Motivation and Retention TechniquesHelpingEmployeesReachOutstanding

22. Motivation and RetentionDefinitions • Motivation • To give reason, incentive, enthusiasm, or interest that causes a specific action or certain behaviour. (For Example: Simple acts such as eating are motivated by hunger.) Retention The act of retaining (keeping)

23. Motivation and Retention“Different Strokes For Different Folks” • People work for a variety of reasons. • Managers must understand personal motivational factors. • Managers must be sensitive to individual needs. • No single technique works for everyone in every situation. • Behaviour that is rewarded is the behaviour you will get. • Managers must know what their employees want. • Effective motivation is based on reality. • Failure to perceive what people really want is the biggest motivational problem faced by managers.

24. Motivational Workplaces…. • Make people feel that they’re important, they can impact the company, and they can make a difference. • Ensure that all feel a responsibility for the company’s growth and development. • Ensure that there are ways for each individual to grow, both now and in the future. • Ensure that each employee knows what is expected and how their performance is measured. • Provide training and coaching to assist each person in achieving mutually established objectives. • Provide resources required for performing the job. • Recognizeand rewardgood performance. • Correct or eliminate poor performance when it occurs but NEVER in front of customers, other employees or other managers.

25. Tips on Motivation • Most employers are faced with the problem of how to motivate their employees to • perform to the best of their abilities. Hopefully, these tips will help you in ensuring a • happy and motivated workforce that is performing to the best of their abilities. • 1. Lead by Example • Employees look up to their bosses for guidance, and it is up to the person who is leading to ensure that they accept this responsibility. • If you want employees to follow good work practices, your team leaders, and managers must show them the way by following the rules themselves. • If your employees are looking at the boss and thinking "If he can do it, so can I", their productivity will definitely rise. • 2. Allow Access for Effective Communication • Two way communications is a vital factor in employee motivation. • You need to ensure that employees respect you and your instructions, yet feel comfortable enough to tell you about their work-related problems. • Studies show that when your employees feel cared for, they put extra effort to make their work better.

26. Tips on Motivation • 3. Personalize the Workplace • Asking employees the question, ”What do you want out of your work?“ will go a long way in achieving this objective. • By learning from your employees what they like to do and why, you will be able to place them in roles that play well to their strengths. • When rewarding employees for top performance, ensure that the rewards are matched to that employee’s age and career stage. • Personalized rewards are also one of the best ways of showing your employees that you care, and will motivate employees to strive for excellence in the workplace. • 4. Share Great Feedback with Everyone • Communicate feedback from customers, whether internal or external, directly to your employees. • Direct feedback, whether negative or positive, is known to be a powerful motivator. • Positive feedback will help an employee feel like his/her work is worthwhile, and motivate him or herself. • Instead of negative feedback, focus on constructive criticism. • Make sure that any negative feedback is not emotionally charged, and has specific pointers that can help an employee improve his or her work.

27. Tips on Motivation • 5. Trust Your Employees • You must trust your employees, and give them room to perform. • Do not micromanage your employees. • Give your employees clear instructions, and ask for regular progress reports. • Give feedback, but do not attempt to manage every aspect of their work. • Keep checking yourself to ensure that you never micromanage, but instead provide employees with the freedom to succeed themselves. • Lead by Example • + • Allow Access for Effective Communication • + • Personalize the Workplace • + • Share Great Feedback with Everyone • + • Trust Your Employees • = • MOTIVATION

28. What Demotivates Employees? • Not knowing what is expected. • Unclear about the repercussions if performance does not meet expectations. • Lack of information, materials, or equipment to perform or complete the job. • Favouritism (real or perceived). • No win situations - Everyone needs to feel that they can succeed. • No follow-through - Being left in limbo, or continual changes in course, detract from goal attainment. • Too many people assuming management responsibilities. • Lack of support for ideas or performance. • Lack of recognition - Praise for good work makes a difference. Be genuine and specific and don’t over do it! • Under-utilization of skills. Opportunities for growth are essential. • Insensitivity to cultural differences. • Lack of education and training and resources.

29. Motivation and Retention • Lack of Motivation • = • Employee Dissatisfaction • = • Lack of Retention (Turnover)

30. Avoid Turnover – Retention Tips • Management sincerely interested in employee well-being. • Social responsibility and reputation of a Company. • Input into problem solving and decision making. • Company quickly resolves customer and employee concerns. • Competitive pay, pay calculated accurately and paid on-time. • Professional and respectful work environment. • Potential career advancement or skill development opportunities. • Challenging work assignments. • Good relationship with manager/supervisor. • REMEMBER: • People join a Company and leave managers.

31. Engagement and TeambuildingTechniquesHelpingEmployeesReachOutstanding

32. Employee Engagement and TeambuildingDefinitions • Employee Engagement • A heightened emotional connection that an employee feels for his/her company, that influences him/her to exert ‘above and beyond’ effort to his/her work. • Teambuilding • An active process by which a group of individuals with a common purpose are focused and aligned to achieve a specific task or set of outcomes.

33. Employee Engagement Techniques“Above and Beyond” • Communicate the Company Plans • Boost Understanding - Starting a new project/initiative? Or Introducing a new product? • Walk the Talk • Be Positive • Provide Timely Information • Address Rumors • Ask For Feedback - What’s working? What’s not working? How can the team work together to make improvements? • Get Out of Your Office • Take Five! - Schedule five minutes to talk with one employee each week. Ask about the employee in general and then his/her feelings about work. This shows you care and provides you with important information to motivate, retain, develop and recognize valued employees. • What’s Going On - Take the time to see what’s going on with your employees.

34. Employee Engagement TechniquesAbove and Beyond • Do Lunch - Join them for lunch and don’t talk work. • Don’t Talk Work - Instead of always starting with work, take a few moments to talk with an employee about something not business-related. • Be Direct - When there’s a performance issue, be direct and address it. Explain what’s expected, what the employee needs to change, timeframes for improvements and resources available to help. Then, follow up. • Build Confidence - Express your confidence in the person’s or team’s ability to get the job done. • Talk About Failures - Talk to employees about what went wrong, why and what can be done differently next time. Ask for their thoughts and input. • Give Feedback - Give feedback on development areas, clarify expectations, recognize progress made and more. • Motivate High Performing Employees-One of your most important responsibilities is to help employees reach outstanding. • Learn Your Employees’ Names - This simple action tells your employees that each and every one of them matters.

35. Employee Engagement TechniquesAbove and Beyond • Say Hello - Start each day with a big smile and a hearty: “Hello, how are you this morning?” as each employee arrives at work. This sets a positive tone for the day. • Take Pictures - Visually show the value your employees bring to the department and company by taking pictures of them working and posting them throughout your work location. Be sure to include a team picture, which can be the centerpiece of your display…and reinforce the importance of working as a team. • Show Empathy - “Is everything okay? You don’t seem like yourself lately.” • Get Employee Input- Ask and listen. • Talk About Your Employees Positively • Get Personal: Learn about your employees. • Make a Good First Impression - Reduce anxiety on an employee’s first day by hanging a welcome sign, signed by your entire team. • Value Input - Interview your staff, one-on-one, about how stuff gets done in your store or department. Document what they say and provide the summary to everyone on the team, as well as to new hires. • Laugh and Employees Will Laugh with You- Smiling and laughing can help employees deal with stress and look forward to the work day…that can translate into higher productivity and greater customer satisfaction.

36. Employee Engagement TechniquesAbove and Beyond • Recognize the Small Stuff - Finding ways to do the simple things better can save time and money…improve quality…and translate into a competitive advantage. • Celebrate Life Achievements - Recognize special events like birthdays, anniversaries, graduation and more with a note or card. • Celebrate Work Achievements - Have employees take five minutes to celebrate their efforts. Lead a team cheer for success. • Recognize, Recognize, Recognize - When we do well, we want to know and feel like we make a difference. For recognition to be effective: • Be specific. Don’t just say good job. Tell the employee what makes it a good job. Why? How does it support department and company goals? • Be timely. Recognize behaviouryou want repeated when you see it occurring. • Make it meaningful and appropriate. Is it better to recognize the individual in private or in public? Is an award warranted? Should you nominate the employee and do something more personal, like giving a magazine subscription on something the employee is interested in…movie tickets for a movie buff…a round of golf – you get the picture. • Be prepared. Are you prepared to talk about the details? Have you thought through the type of recognition that will be most meaningful to the individual?

37. Employee Engagement TechniquesAbove and Beyond • Recognize Dependability & Consistency - Recognize your highest performers and superstars, but don’t forget to recognize employees for dependability and consistency. • Use Peer Pressure - Encourage co-workers to recognize each other’s contributions and efforts. • Celebrate Success! - One of your customers calls to thank you or to praise your group or a particular employee. Let employees know! Share customer feedback during staff meetings or by posting it in a central location for all employees to see. • Think Back- Research shows that highest performing employees receive some type of feedback or recognition at least once a week. • Recognize with Responsibility - Show an employee you value his/her work and input by asking him/her to interview a potential job candidate. • Celebrate Achievements • Offer a Helping Hand - Rolling up your sleeves and helping your employees complete a job. • Use Good Manners - Use “please” and “thank you.” Being a manager isn’t an excuse for poor manners.

38. HelpingEmployeesReachOutstanding • Employee Engagement • = • Retention • = • Productivity • = • Customer Service • = • Profit • .

39. Tips To Building Successful Teams • Team members have clear direction and expectations for the team's work, goals, accountability, and outcomes. • Team members trust each other. Team members are not punished for disagreeing. • Communication is open, honest, and respectful. • Team members have a strong sense of belonging to the group. • Team spends the time to develop team norms or relationship guidelines together. • Team members are viewed as unique people with irreplaceable experiences, points of view, knowledge, and opinions to contribute. • Creativity, innovation, and different viewpoints are expected and encouraged. • The team is able to constantly examine itself and continuously improve its processes, practices, and the interaction of team members. • The team has agreed upon procedures for diagnosing, analyzing, and resolving team work problems and conflicts. • Participative leadership is practiced in leading meetings, assigning tasks, recording decisions and commitments, assessing progress, holding team members accountable, and providing direction for the team. • Members of the team make quality decisions together.

40. Generations In The Workplace*HelpingEmployeesReachOutstanding* Note: The information shared in this section was extracted from the book titled, ‘Loyalty Unplugged’.

41. Characteristics and Work Styles of Different Generations • For the first time in history 4 generations are working together!

42. Work Styles

43. Generation/Manager Relationship Profiles

44. Performance Management

45. If your actions inspire others to dream more,learn more, do more and become more, you are a HERO. John Quincy Adams (slightly altered) • HelpingEmployeesReachOutstanding