Chapter 14 Managing Human Resources

2. 1 Competencies forManaging Human Resources Describe the advantages and disadvantages of internal and external recruiting methods. Summarize the selection process, including how managers use selection tools, evaluate applicants, and interview applicants. Identify the steps in effective hiring and orientation. Explain the four-step training method. Identify techniques that front office managers can use to schedule and motivate staff members.

3. 2 Internal Recruiting—Advantages Improves morale of promoted employee Improves morale of other staff members Managers can better assess the abilities of internal recruits Successions help reinforce a company’s internal career ladder Lower costs than external recruiting

4. 3 Internal Recruiting—Disadvantages Promotes inbreeding Lower morale for those skipped over for promotions Skipped-over staff may feel favoritism exists Filling a gap in one department may create a more critical gap in another

5. 4 Internal Recruiting—Methods Cross-training Succession planning Posting job openings Paying for performance Maintaining a call-back list

6. 5 External Recruiting—Advantages Brings new talent, new ideas into a company Enables recruiter to find out about competing companies Reinforces positive aspects of a company Avoids “politics” of internal recruiting Serves as a form of advertising

7. 6 External Recruiting—Disadvantages Difficult to find a good fit with company’s culture May create morale problems if no opportunities for current staff Orientation takes longer Lowers productivity in the short run Conflicts with internal and external recruits

8. 7 External Recruiting—Methods Advertising: internal; Intranet; website; media Networking Temporary employment agencies Employee referral programs Tax credits Workers with disabilities

9. 8 Common Interviewing Errors Similarity error Contrast error Overweighting negative information First-impression error Halo effect Devil’s horns Faulty listening and memory Recency error Nonverbal factors

10. 9 Interviewing Objectives Establish working relationship Collect information from applicant Provide information to applicant Promote the company Create goodwill

11. 10 Closed-Ended Questions Prompt applicants to answer with “yes,” “no,” or other short responses. Examples: “Do you like your current job?” “When did you graduate?” “How long have you lived in this city?” “Who suggested that you apply for this position?”

12. 11 Open-Ended Questions Prompt applicants to answer with more than just “yes,” “no,” or other short responses. Examples: “What do you dislike about your current job?” “Can you describe the best boss you’ve had?” “How would your co-workers describe you?” “What was the worst thing that happened to you at work? How did you handle it?” “What do you want to be doing three years from now?”

13. 12 Four-Step Training Method Prepare to train Present the training Practice skills Follow up

14. 13 Alternative Scheduling Techniques Part-time scheduling Flextime scheduling Compressed schedules Job sharing

15. 14 Motivating Employees Training Cross-training Recognition Communication Incentive programs Performance appraisals