Use

d X Performance indicators for HRM

3 Analyze company resources to ascertain policies and proceduresA set of policies are principles, rules, and guidelines formulated or adopted by an organization to reach its long-term goals and typically published in a booklet or other form that is widely accessiblePolicies and procedures are designed to influence and determine all major decisions and actions, and all activities take place within the boundaries set by them. Procedures are the specific methods employed to express policies in action in day-to-day operations of the organization. Together, policies and procedures ensure that a point of view held by the governing body of an organization is translated into steps that result in an outcome compatible with that view

Does the student consider media policies? Is their plan realistic? Participant demonstrates and adheres to the following policies and procedures

as stipulated in the case study:o Customers can make special orders for an extra fee; and,o When signing an order form, customers are told that the delivery date

can fluctuate 7-10 business days Given these policies, the participant might acknowledge that the store should

have informed the customer (judge) immediately when the customer called to make the change of wedding date, as an act of good customer service

The participant may be innovative in devising solutions or new policies for the store insofar as they do not contradict any of those already mentioned. Examples of such policies are:

o For deliveries that are late at the fault of the store, the customer may choose another item to be express delivered for their occasion

o Customer may pay an additional fee for express delivery on the existing order

o Customer may pick up the item directly from the wholesaler Analyze employer expectations in a business environmentEmployer expectations are communicated in the job description and in detail through the job training process. They form the basis of performance evaluations which may be used to determine performance bonuses and/or promotions. Both the employer and employee are responsible for ensuring communication of these expectations are clear and understood so they can rely on each other to achieve common goals. Expectations may include professional development for employees to upgrade and stay on top of the latest trends in the industryDid the participant explain their expectations of their employees in terms of:

Job performance Customer service Professionalism Ability to handle conflict To be on the job as required

To be punctual To be reliable To be honest and ethical To take initiative

Assess employee skills. Assist with establishment of work rules

The participant should recommend a resolution to the current problem, possibly including: Description of the current policy and rationalization of why the employee has

been told they will not be paido Need to care for a parent does not fall within guidelines of current

policy Company needs to be seen as fair to all so as to maintain credibility/morale of

employees From standpoint of employees:

Care of ill parents that live with the employee and are dependent on the employee should be equivalent to caring for sick children who are dependent on the employee

If the company allows time off for care of sick children, they should allow time for care of sick parents

From standpoint of this employee, other employees have called in sick for no reason and have not been disciplined, so why discipline this employee with valid reason for absence

From standpoint of business:o There has to be a limit for the use of sick days in order to control costs

o To avoid this problem in the futureo The sick policy must be evaluated and communicated to employeeso The company should do a cost analysis to determine the cost of

including dependent relatives (those in residence with the employee) under the sick day policy

o The policy could be amended to include these dependent relatives; likely not significantly higher cost as this is not a common occurrence in our culture; should be lower cost than caring for sick children as this is a common occurrence

o May also want to encourage employees to use vacation days if they need to be absent from work for reasons that fall outside sick day policy

o Could establish a “personal day” policy where employees do not need to provide a reason for the absence, but the absence must be pre-approved, i.e., no last minute phone calls, and the time is taken from their sick day allotment

Choose appropriate channel for workplace communication In a small store, the communication will need to be personal, and face to face.

Training sessions for small groups have already been done, looking for shoppers as the thieves, but the training has to include fellow employee theft.

Make public amongst staff the consequences suffered by the other employees who were caught - were charges laid?

Demonstrate knowledge of the nature and importance of employee communications—employee publications, staff meetings, e-mail, intranet, etc

Knowing the difference between formal and informal communication— e.g. memo versus letter; e-mail versus a letter

Knowing when formal language should be usedKnowing when verbal communication would be adequate in lieu of a formal means such as a letterCoach othersThe purpose of coaching is to make sure they understand what they are supposed to do and be able to do it without error. In the case of inventory control systems, we need to make all personnel understand the importance of controlling inventory for the company’s profit situation. Presumably, as profits rise, the employee’s share of the profits will also rise, and a happier employee may be a more trusted employee.Comply with compensation and benefit laws

Participant should address the need to provide benefits to all employees based on qualifying criteria; not on a case by case basis

Benefits must be applied fairly and equally Employees cannot be removed from benefits plans at sole discretion of

companyDemonstrate a customer service mindsetA service mindset is an outlook that focuses on creating customer value, loyalty and trust. A business with this outlook wants to go beyond simply providing a product or service. It wants to create a positive and indelible imprint in the customer's, or even in the prospect's mind. To do this, a business has to care about the customer or prospect experience and work continuously at enhancing it Listen carefully to the customer’s complaint and acknowledge that you are there to

help—in this case that the business meeting has been disrupted Explain that you appreciate and value the business that the customer has given you

and that you would like the relationship to continue Provide customer surveys to get feedback from the customers. This could be done

by a card with the bill, a website address or a phone call to important customers. There could be an incentive such as a discount or free dessert if they fill out the survey

Use interpersonal skills to handle customer requests and questions, Understand management’s role in customer relations, understand procedures for handling difficult customers, explain business policies to customers and handle customer complaints.

you should view negative customer interactions as opportunities to learn even more about the customers’ needs and expectations

2 Demonstrate connections between company actions and resultsMost companies will compare their actions and results by having set some specific objectives and seeing how closely they are meeting them. In this case, the company will probably be setting goals involved with an increase in revenue and/or an increase in profit. They would want to have the results of the catering function kept separate

from the results of the regular restaurant activity although there would be some carry-over of fixed costs between the two practices. They might even separate the activities into two separate companies. In any case there should be a measureable difference in the company in terms of profit.Brochures, ads and web pages are not results. A marketing department needs tangible objectives and deliverables. But it is easy to fall into the trap that looks at these deliverables as ends in themselves. A new department in the store means nothing if it doesn’t in some way contributes to improving the state of your business. Similarly, brand awareness isn't a result. It is also a means. Building brand awareness may be a reasonable objective but only if your marketing team can articulate how it drives results. . Opening a coffee shop is not a result. That's all the more reason that your marketing efforts need to be focused on the right results. Because it is difficult to measure directly the effects of many marketing tactics, it is important to design those tactics with appropriate end results in mindWhat are your most influential economic engines, and are your marketing efforts focused on them? Do you make significantly more profit on a small number of loyal customers than you do on a large number of transactional customers? If so, do your marketing efforts focus appropriate energy on building customer loyalty, or is the lion's share of your efforts focused on finding new customers? Does opening a coffee shop add significantly to the profitability of product sales?Demonstrate problem-solving skillsIdentify the issues

Be clear about what the problem is. Remember that different people might have different views of what the issues

are. Separate the listing of issues from the identification of interests (that's the next

step!). Understand everyone's interests

This is a critical step that is usually missing. Interests are the needs that you want satisfied by any given solution. We often

ignore our true interests as we become attached to one particular solution. The best solution is the one that satisfies everyone's interests. This is the time for active listening. Put down your differences for awhile and

listen to each other with the intention to understand. Separate the naming of interests from the listing of solutions.

List the possible solutions (options) This is the time to do some brainstorming. There may be lots of room for

creativity. Separate the listing of options from the evaluation of the options.

Evaluate the options What are the pluses and minuses? Honestly! Separate the evaluation of options from the selection of options.

Select an option or options What's the best option, in the balance? Is there a way to "bundle" a number of options together for a more satisfactory

solution?

Document the agreement(s) Don't rely on memory. Writing it down will help you think through all the details and implications.

Agree on contingencies, monitoring, and evaluation Conditions may change. Make contingency agreements about foreseeable

future circumstances (If-then!). How will you monitor compliance and follow-through? Create opportunities to evaluate the agreements and their implementation.

("Let's try it this way for three months and then look at it.") Effective problem solving does take some time and attention more of the latter than the former. But less time and attention than is required by a problem not well solved. What it really takes is a willingness to slow down. A problem is like a curve in the road. Take it right and you'll find yourself in good shape for the straightaway that follows. Take it too fast and you may not be in as good shape. Working through this process is not always a strictly linear exercise. You may have to cycle back to an earlier step. For example, if you're having trouble selecting an option, you may have to go back to thinking about the interests. Describe factors that affect the business environmentThe internal business environment includes factors within the organization that impact the approach and success of your operations. The external environment consists of a variety of factors outside your company doors that you typically don't have much control over. Managing the strengths of your internal operations and recognizing potential opportunities and threats outside of your operations are keys to business successOrganizational Direction The role of company leadership is an important internal business factor. Your leadership style and the styles of other company management impact organizational culture. The positive or negative nature, level of family-friendliness, effectiveness of communication and value of employees are cultural implications that result from leadership approaches. Companies often provide formal structure or direction with mission and vision statements. These are forward-looking statements that provide the business for company decisions and activitiesOther Internal Factors The strength of your employees is another crucial internal business factor. Motivated, hard-working and talented workers generally produce better results than unmotivated, less-talented employees. Your business processes and relationships within and between departments and employees also significantly impact business effectiveness and efficiency. In a high-performing workplace, employees not only have talent, but they work well together and collaborate on ideas and resolutionsExternal Competition One of the most critical external business factors is competition. Whether you operate in a concentrated industry with a few major competitors or a large industry with many competitors, you need to know the competition. Many companies do competitive analysis to compare their offerings and prices to those of competitors. When developing business philosophies and products, it is helpful to use your strength in quality production, customer service or operational efficiency to build competitive advantages that benefit your customersOther External Factors fall into several categories, including socio-economic, legal

or ethical, political and technological. Socio-economic factors relate to the values, attitudes and concerns of your target customers and their economic abilities to afford your products. The legal, ethical and political environments generally relate to your need to abide by business laws and to meet the ethical or social responsibility standards of your customers and communities. In some industries, technological evolution drives the need for companies to adapt and constantly research for improvements Competition Economic environment Political environment Changes in technology Socio-cultural environment (including location of the business) Changes in demographics Changes in the natural environment

3 Describe phases of human resources management Pre-Hiring Phase - Human resources managers are charged with recruiting appropriate candidates to fill positions within the organizations they represent. This involves writing detailed job descriptions and determining appropriate venues for advertising open positions. During the pre-hiring phase of human resources management, managers may participate in job fairs, attend professional recruiting events and visit college job placement offices. Once suitable candidates are identified, human resources managers interview applicants, conduct background checks, administer pre-employment tests and make hiring recommendationsOrientation and Training Phase - Once employees are hired, human resources managers are responsible for conducting orientation. This process introduces employees to the workplace and to co-workers, managers and executives. It provides an overview of corporate policy, including acceptable workplace behavior and disciplinary procedures, as well as issues related to employment law. This includes anti-discrimination and harassment policies. Orientation also informs employees about office machine and supply usage, customer interaction, telephone etiquette and expense accounting. Additionally, orientation typically covers benefit packages, company perks, sick leave and family and emergency leave policiesPost-Hire Phase - Once an employee is hired and working in a company, human resources managers act as a go-between to facilitate disputes that may arise between co-workers and managers. Managers may also consult with corporate attorneys about issues related to charges of inappropriate workplace behavior. In addition, human resources managers work with a company’s accounting department on worker’s compensation issues and conduct training seminars when employment laws changeHuman Resources Role in Employment Termination -Although not considered one of the traditional three phases of human resources management, managers are typically key personnel a company relies on when it becomes necessary to terminate an employee. Human resources managers are usually asked to provide records of an employee’s progress during the course of his employment, including incidents of reprimand, abuse of sick days or violations of company policy. Human resources managers are also responsible for ensuring managers in a company follow the appropriate legal steps for terminating the employee, and may be responsible for

conducting exit interviews3 Describe planning techniques used in the hiring process

Human resources selection techniques vary, based on a company's staff and resources. The methods for selecting employees include preliminary screening, phone interviews, face-to-face meetings, and HR functions to determine whether a candidate is indeed suitable for the job. Small businesses, even if staff resources are limited, should use these steps to choose the right candidate. The result is a wise hiring decision, and possibly lower turnover and higher employee retention, all of which benefit small-business employersKey to the process is defining the position and the required skills for the jobDescribe the nature of budgetsDescribe the nature of managerial controlParticipants should demonstrate an understanding of the importance of managerial control measures to ensure the integrity of the business. Having more than one person reviewing financial records avoids any abuse of positional power by employees to influence records or overlook errors. Control:

the process of measuring performance and taking action to ensure desired results

Make sure that plans are achieved Make certain that actual performance meets or exceeds specific performance

Control process: Establish objectives and standards Measure actual performance Compare results with objectives and standards Take corrective action—fix if below standard, and learn how to repeat if

above standard Managers are responsible for planning, organizing, leading and controlling Control refers to measuring how well the organization/their area of responsibility

is performing with respect to organizational goals and then taking action to ensure goals are met

In this case, managerial control would require the supervisor/manager to monitor hours worked, ensure that employees are working the required number of hours, ensure that employees are properly added to benefits for which they qualify and taking corrective action if requirements are not met

It would appear that managerial control was lacking in this case and now the manager must take corrective action

4 Describe ways that businesses build positive employer-employee relationshipsAiming to create a strong employer-employee relationship within your organization is commendable.  Many positive results arise when employers and their workers respect and trust each other. But getting to the point of reciprocal trust and respect can be challenging for many companies. Some businesses fear giving their employees too much buy-in or power. Other organizations don’t realize that there are several actions they can take to make their workplace run smootherA good employer-employee relationship requires constant nurturing and set expectations and results. Although hard work from both sides of the company is

needed, the benefits are worth it. Here are some of the top advantages: increased morale and job satisfaction, high retention rate, less absenteeism, better customer service and higher quality productsCommunicate OpenlyGood communication between an employer and its employees is imperative for building a positive workplace culture. As an employer, don’t hide important information from your staff or only grant the information to a select group of workers. Being aware of how the company is performing and what projects are getting started help employees see how their role fits into the organization; it also makes them more likely to respect and trust their company. Always keep your team members in the loopGratitude and AppreciationSaying “please” and “thank you” go a long way at an organization. Be empathetic to your workforce and appreciate the efforts that they contribute to your company. When an employee consistently turns in great work yet receives no recognition, you can be sure that his job satisfaction and morale is low. He might even consider finding a company that does appreciate his work. To make this scenario unrealistic at your workplace, be grateful for the work your employees do and show your appreciation through public or private recognition, parties, gift cards or whatever else would appeal to your teamConsistent FeedbackIn order to improve their work performance, an employee must receive feedback, both positive and critical. Employees find it frustrating when their work has been changed or a project isn’t approved but receive no feedback as to why these actions have happened. Help your employees grow by offering them frequent feedback on their work. Set up monthly or weekly meetings to check in with them about their progress and what goals they want to accomplish. When you take these steps, you’ll see your employees more engaged with their workFollowing ThroughNothing makes you lose credibility faster than when you overpromise and don’t deliver expected results. No matter what the scenario is, as an employer, you owe it to your staff to follow through on your commitments. If you told one employee they can attend a training to improve their skills, quickly approve the expense report when they turn it in. If another employee wants to meet with you to discuss her future at the company, don’t blow her off for another meeting or lunch date. Evoke trust and respect from your staff by showing that your commitment to them is important.Determine factors affecting business risk

Business risk is the potential for business loss or failure 3 kinds of business risk: economic, natural and human

Economic- occur from changes in overall business conditions (competition, changing consumer lifestyles, population changes, limited usefulness or stylishness of some products, product obsolescence, government regulation, inflation or recession)

Natural- result from natural causes (weather conditions-floods, fires, hurricanes, etc.)

Human-caused by human mistakes and the unpredictability of employees or customers (dishonesty, carelessness, incompetence, accidents, illness, non-

payment of accounts)o In this case, the business risk would be economic as a result of the

declining sales

There are many types of risks businesses face—political, financial, social, economic, legal, theft, safety, etc

There are many types of risks faced in the restaurant industry—alcohol, underage drinking, fire, burns, food poisoning, spills, broken glass, etc

It is important that businesses anticipate possible risks and create plans to deal with these risks

If possible, businesses should find ways to make certain that the risks are prevented before they occur

Determine issues impacting human resources development. Determine learning objectivesOne of the first things a person taking a course wants to know is "What am I going to learn in this course?" which is not the same as "What will this course cover?" Learning objectives are brief descriptions of specific things a learner completing the course will know or be able to do. They should be succinctly expressed using clear action verbs. A narrative statement of the scope of the course or the principal themes to be treated is still appropriate, but it is not a substitute for a clear list of learning objectivesThink about what a successful student in your course should be able to do:

What concepts should they be using? What kinds of analysis should they be able to perform? What kind of writing should they be able to do? What types of problems should they be solving?

Clearly describing these things for learners is the first vital step to creating an educational experience that will be meaningful, and will motivate them to complete the course. Begin by brainstorming a list of things you wish learners to know or be able to do. You will subsequently design measures for determining whether or not learners have accomplished these objectives (assessments), so thinks in terms of knowledge and skills that can be directly observed and measured. Remember that your performance must be observable or OVERT. Can you see a student determine? Can you see a student understand? These performances are called COVERT or hidden. Covert refers to performance that cannot be observed directly. There is an easy way to handle these in a performance statement. First you identify the covert skill (i.e., determine, select, understand), and add a word or two to that performance to tell your student what directly visible behavior is an acceptable indicator of the performance.Determine ways of reinforcing the company’s image through employee performanceThe participant should identify the need for positive employee performance and mention some of the ideas listed below: Employee performance can reinforce a company’s image through suggestion

selling, order processing and fulfillment, and effective selling skills Suggestion selling is useful for making the customer happier with his/her original

purchases

Sales employees can improve customer satisfaction by the speed and care in which they handle orders, returns and refunds

Selling skills, such as an appropriate, pleasant greeting and a reassuring departure are useful tools in maintaining a good image

Offer helpful comments during and after a sale and always thank the customer in order to build a good relationship

Follow up on all promises made to a customer, and check on their level of satisfaction after a purchase

Positive customer-client relations require compassionate and immediate action when dealing with complaints and inquiries

Participants should mention that particular attention should be made to the needs of male customers and they should focus on responding to their needs to ensure that they have a positive shopping experience. They should also mention that an effective sales presentation, to either male or female customer, will have a positive effective on the buying experience, the overall image of the store and will likely lead to repeat business from the satisfied customer and an increase in future customer sales.

2 Develop an achievement orientationAchievement orientation is a drive to accomplish one’s goals and to meet or exceed a high standard of success. Achievement-oriented people often want to do things better or more efficiently than they have been done in the past. achievement orientation means the drive and passion to accomplish goals, excel,

and be successful individuals that fall within this category are always striving to do better and be

more, they often set high goals and standards and continually try to achieve those goals and standards

highlight employees that have this mentality in order to encourage others to act the same way

provide employees with incentives to orient themselves in this wayDiscuss actions employees can take to achieve the company’s desired resultsEmployees, whether they are wait staff, food preparers, or even shift managers, all have the responsibility on behalf of the restaurant of satisfying the customers needs (motives). It could be wrong to blame certain people, because the situation is changing (different types of clients), and therefore different types of behaviour on the parts of employees is called for. Right now, customers are getting upset, and presumably this will mean more employees will also be getting upset. Someone is going to have to take the initiative to get the employees, managers, and owners together to discuss how to handle the new situation. This is an opportunity for some employees to demonstrate both leadership and management skills. They have to realize that their success and enjoyment on the job depends on how successful the restaurant is, so they have to be prepared to contribute to helping the restaurant become more successfulA performance based pay linked to achievement of company goals and targets (i.e. sales, profits)The participant should demonstrate knowledge of the following:

an understanding of the target market and the selling process understand motivations behind customer decisions

understand the overall goals of the company4 Discuss factors that impact human resources management

Participant may acknowledge the following factors affecting human resource management:

o Government regulationso Cost effectivenesso Impact on moraleo Organizational goals and cultureo Condition of the labour market

The participant may also acknowledge other factors:o Need to be fair in relations with employeeso Mishandling of this situation could result in negatively affecting morale

Government Regulations – With the introduction of new workplace compliance standards your human resources department is constantly under pressure to stay within the law. These types of regulations influence every process of the HR department, including hiring, training, compensation, termination, and much more. Without adhering to such regulations a company can be fined extensively which if it was bad enough could cause the company to shut downEconomic Conditions – One of the biggest external influences is the shape of the current economy. Not only does it affect the talent pool, but it might affect your ability to hire anyone at all. One of the biggest ways to prepare against economic conditions is to not only know what’s happening in the world around you, but also create a plan for when there is an economic downturnWorkforce Demographics – As an older generation retires and a new generation enters the workforce the human resources department must look for ways to attract this new set of candidates. They must hire in a different way and offer different types of compensation packages that work for this younger generation. At the same time, they must offer a work environment contusive to how this generation worksSocial - Several social factors may influence your HR planning, but you need to take into account equalities and diversity in particular. Where there is a clear discrepancy of one social group, it’s a good idea to build in ways of opening up new opportunities

2 Discuss the impact of a nation’s unemployment ratesThe currency market is the most driven by the Employment Report. An unanticipated rise in employment, for example, means a rise in the dollar. Reactions to surprises relate to the implications on short-term interest rates. The currency market has become increasingly sensitive to the data and pays particular attention to the unemployment rateThe bond market is concerned with what the unemployment rate may indicate about inflation and interest rates. A strong employment report may indicate an economy that is heating up too quickly, leading economists and traders to become concerned about inflationary pressure. However, it can also raise concerns about tighter monetary policy and forthcoming interest rate increases. The equity market looks for rising employment as a sign of corporate optimism and growth potential. It is also concerned with inflation and interest rates, but to a lesser degreeDiscuss the nature of human resources management

Human resources management refers to the management of a business’s workforce. It involves a variety of functions including recruiting, hiring, training, evaluation, performance management, benefits, compensation, employee health and safety, ensuring adherence to labour laws, etc. Effective human resources management processes and procedures are critical to the efficient and successful operation of a business, and can have an impact on the organization, its employees, and its customers Human Resources Management [HRM] is a set of organizational activities

directed at attracting, developing, and maintaining an effective workforce It involves processes such as hiring, orientation, professional development,

counselling, and dismissals through which the department tries to motivate and retain qualified personnel to operate the company effectively

Explain components of a compensation system. Explain factors that influence customer/client/business buying behaviorBuying behaviour deals with the reasons or motives customers have for their buying habits, such as where to eat and what to eat when they go there. Eating out is a choice, not a necessity and customers will have to prefer what one establishment is offering more than another. This could include the prices being charged, the quality and type of food offered, the atmosphere inside the restaurant, the locations, even the commitment of the restaurant to issues like sponsoring local teams. Sometimes, customers may not even be able to explain why they choose one place over another other than the fact that they simply feel more comfortable thereParticipants may ask a number of the following questions to determine the buying behaviour of customers:

Who are the customers for electric versus non-electric vehicles? Create a profile of the customer buying process? How do the customer groups differ from one another? What, when and where do customers buy? How do customers rate the NISSAN on quality, service, and value? How satisfied is each customer segment? What customer segments are not having their needs met? Is your customer base increasing or decreasing? Why?

The participant may discuss some/all of the following ideas: need of product/service availability of product/service cost/affordability evaluation of alternatives internal conditions ie. demographics, psychographics, personality etc.

Explain how organizations adapt to today’s marketsParticipants should discuss ways that organizations adapt to today’s markets. A business is constantly engaged in the process of renewal when they choose to use this data. Suggested responses may include: Using tools like SWOT analysis and environmental scans to identify ways the

business can improve A SWOT analysis assesses a company’s strengths and weaknesses and the

opportunities and threats that surround it An environmental scan is an analysis of outside information that may have an

impact on an organization Utilize market research and analysis of consumer, competition and marketplace Determine the 4P’s of marketing as related to their organization and product: Product, price, place (distribution) and promotion Determine the 3C’s of their market strategy analysis

Company, competition and customero In this case, market research of their store location and consumers

would be needed, utilizing the 4P’s and 3C’s of marketing / focus on place, competition and customer

Explain the nature of benefit plans Purpose of benefit plans is to increase the economic security of the employee Benefit plans also help the company to attract and retain qualified employees;

serve as a competitive factor Benefits do cost the employer money - With sick pay, the employer pays the

employee when they are not at work Abuse of benefits by employees can be very costly to the companyExplain the nature of positive customer/client relationsThe participant should demonstrate an understanding of this concept through examplesA positive customer relations mindset means believing that your customers:

Deserve the very best Are your employers Deserve your focused attention Have the right to expect things of you Have important problems and complaints

Positive customer relations yield benefits to the: Business Employees Customer

Businesses benefit by being: Employees may receive: customer compliments perhaps a raise or promotion for good customer service skills

Customers may benefit from: a more pleasant, satisfactory buying experiencePositive customer relations need to be demonstrated when speaking to customers in person, over the phone, or online. It should also be evident while handling customer complaints, inquiries and requests. Demonstrate good customer relations by doing the following: considering and attempting to meet their needs concentrating on the without distractions follow up with them following through on what you say you are going to do

being efficient in handling issuesExplain the nature of staff communicationStaff communication refers to the sharing of information within an organization. This can involve communication from management to other staff members (top-down

communication), communication from staff members to management (bottom-up communication), and communication among staff membersStaff communication is an important way to keep staff up-to-date on information that affects the business and that is necessary for them to effectively do their jobs. The student should explain the role does staff communication plays in workplace

safety What is the purpose of changing the current staff communication structure

o Improve productivityo Cut costso Ensure congruency of information relayed to customers

Explain the rights of workers Participant may discuss the following rights of workers: To be treated fairly and ethically To be compensated for work done To receive benefits as outlined in company policies and procedures To vacation as per provincial laws and company policies To work without harassment

Explain the role of ethics in human resource managementEthics would require the restaurant to follow all legal requirements and to maintain adequate records, perform audits, train employees regularly and employ all safeguards to prevent information leaksThe restaurant must acknowledge its role in info management and communicate to consumers its commitment to protection of all sensitive dataParticipant could define ethics as its applies to information gathering and managementProtection of data; privacy of the customer information – two concepts likely to be includedThis is where the participant could indicate how the server could have handled the issue differently – addressing the customer’s concern and offering some sort of assurance of a change to errorStudent may add that the requirement in Ontario is that only the last four digits be printed and that the expiry date not be included on the printout.

Foster employee engagement and commitmentEmployees who are engaged in their work and committed to their organizations give organizations crucial competitive advantages-including higher productivity and lower employee turnover. Organizations of all sizes and types have invested substantially in policies and practices that foster engagement and commitment in their workforces

4 Foster Positive RelationshipsAnswers will vary and should include methods of creating good working relationships among all employees of an organization

Answers may also include benefits to the organization of positive working relationships.

Ensure that employees keep personal problems with other co-workers out of work time so that job performance and customer service is the main focus

Ensure that employees are happy and courteous to fellow employees even if

they did not have a good day. A negative attitude sets everyone off in a bad way

Make work fun – arrange social events for employees to establish a more personal relationship, not just working relationship (i.e. team sports, get togethers, drinks after work, etc.)- create a bond between workerso Establish team member roles and responsibilitieso Determine a common goal and strategies to achieve ito Lay out employee expectationso Weekly meetingso Strategically match workers by skill, experience, education, interests,

etco Open communication – allow employees to approach leader about any

issues they are experiencingo Have fun – plan a social so members can bond on a more personal

level and not just business (i.e. drinks after work, lunch with the team, etc)

The company needs to celebrate the success of the new schedule Organize a company picnic or other social event for all of the families that

recognizes that the entire family, not just the employees, has had to make adjustments because of the changes

Perhaps 5% of the 23% cost savings could be passed on to the employeesThere are several characteristics that make up good, healthy working relationships:

Trust – This is the foundation of every good relationship. When you trust your team and colleagues, you form a powerful bond that helps you work and communicate more effectively. If you trust the people you work with, you can be open and honest in your thoughts and actions, and you don't have to waste time and energy "watching your back."

Mutual Respect – When you respect the people that you work with, you value their input and ideas, and they value yours. Working together, you can develop solutions based on your collective insight, wisdom and creativity

Mindfulness – This means taking responsibility for your words and actions. Those who are mindful are careful and attend to what they say, and they don't let their own negative emotions impact the people around them

Welcoming Diversity – People with good relationships not only accept diverse people and opinions, but they welcome them. For instance, when your friends and colleagues offer different opinions from yours, you take the time to consider what they have to say, and factor their insights into your decision-making

Open Communication – We communicate all day, whether we're sending emails and IMs, or meeting face-to-face. The better and more effectively you communicate with those around you, the richer your relationships will be. All good relationships depend on open, honest communication

2 Identify professional association opportunities for human resources management professionalsHR education also comes by way of professional associations, which offer training and certification. The Society for Human Resource Management, which is based in the

US, is the largest professional association dedicated to HR, with over 250,000 members in 140 countries. It offers a suite of Professional in Human Resources (PHR) certifications through its HR Certification Institute. The Chartered Institute of Personnel and Development, based in England, is the oldest professional HR association, with its predecessor institution being founded in 1918Several associations also serve niches within HR. The Institute of Recruiters (IOR) is a recruitment professional association, offering members education, support and training.[21] World at Work focuses on "total rewards" (i.e., compensation, benefits, work life, performance, recognition, and career development), offering several certifications and training programs dealing with remuneration and work-life balance. Other niche associations include the American Society for Training & Development and Recognition Professionals InternationalAny number of colleges and universities and Business Associations in the community will also provide training, and seminarsImplement employee-development programMotivate team membersObtain needed information efficientlyShow empathy for others

Empathy is defined as the ability to understand and share the feelings of another. Thus, an empathetic student will try to directly relate to the customer’s feelings considering the sensitivity and importance of the event – the customer’s wedding. The company should provide an opportunity for employees to voice their grievances, have input into the schedule and be a part of the decision-making process. Perhaps a few employees could sit on the committee to determine how the new schedule will work. Empathetic comments might include: I understand how important this event is and how hard it must be to plan

everything in time I understand that you are upset and worried about your event Acknowledge the frustration that the customer must be feeling Explain that you too would be frustrated and upset if this happened to you It is important that businesses anticipate possible problems and explain to the

customer the steps that they can take to resolve the issue Present in a positive way all of the things that the store will do to resolve this

issue2 Use networking techniques to identify employment opportunities

Conduct informational interviews with your contacts and ask for referrals and for additional meetings

Follow through with referrals, and always thank contacts in writing (email is fine)

Create an inventory of your accomplishments, as a company, including your employment history, stability, profitability and opportunities for improvement. Keep these at hand should a chance encounter become a contact

Make a list of the assets you will bring as a prospective employer Bring business cards and a pen Write some notes so you'll remember the details on who you have just met on the

business cards you collect or in a notebook

When networking online, keep track of who you've emailed and where you have posted so you can follow up

3 Utilize resources that can contribute to professional development A successful organization can generally trace its success to motivated employees.

A look at the synonyms for the word ‘motivated’ such as induce, move, provoke, prompt, and cause, shows that without motivation at some level, nothing really gets started

However, motivating people can be difficult; there are no magic formulas or programs to motivate individuals. Motivation is also personal. While one employee may appreciate time off, the next may enjoy new challenges. The basic rule is to discover what your employees want and create a way to give it to them or encourage them to earn it. Following this principle should motivate your employees and allow them to become engaged in the success of the campus and your department