Angry Branch Manager Investigation of Calwest Mortgage Company

Angry Branch ManagerInvestigation of Calwest Mortgage Company
Lauren Carlucci Ashlee Cuddy Emily Moss Tara Murphy Travis Orr

Agenda Background Key Players Major Issues Recommendations & Implementation

Company Overview Mortgage backed loans Great success in 1990’s Policy of internal promotion Account Executive  Branch Manager Conflict at Manhattan Beach Branch

Key Players Stephanie Lawson: HR Manager Joe Underwood: HR Representative Michael Griffin: Regional Manager Henry Starks: Branch Manager Sal Khan: Account Manager

7 Issues Micromanagement Race Discrimination Tape Recordings Physical Abuse Mental Abuse Intimidation & Retaliation Lack of Written Performance Issues

Underlying Issue Staffing Deficiencies Recommendations Terminate Henry Recruit new manager Training

Termination Fire Calwest Manager Henry Starks Cause of several issues Liability to the company Unhealthy workplace environment Failure to follow policies Decreasing sales Exhausted other resources Moving other employees to different office locations Investigated complaints

Recruitment Beyond.com 60 day advertisement including one week resume searching tool Network has 20 million page views/month, 4.8 million job views/month Counter-productive Behavior Index 140 question, honesty & integrity test Focuses on 6 counter-productive behaviors: Dependability, substance abuse, honesty, sexual harassment, computer abuse, aggression

Training Program Current Policy 1 Week training program Focused on Selling Loans 1 Hour of Human Resources & Management Techniques Training New Policy Partner with American Management Association In Depth Seminars & Classes teaching management techniques Classes Taught: - Management Skills for New Managers - How to Communicate with Diplomacy, Tact, and Credibility - Successfully Managing People

Training Implementation Points of Interest Taken in seminar or class format so management can interact with people Seminars taken during work hours Managers are compensated to attend

Questions & Comments

References (2010). Seminars. Retrieved from http://www.amanet.org/individualsolutions/seminars.aspx?SelectedSolutionType=Seminars Alsever, Jennifer. "How to Handle a Workplace Bully." 20 October 2009. BNET. <http://www.bnet.com/2403-13059_23- 242687.html?tag=content;col1>. Armstrong, Michael. A handbook of human resource management practice. Sterling: Kogan Page Limited, 2003. Beyond.com employers target active and passive job seekers. (2010). Retrieved from http://www.beyond.com/employers/ The Conference Board. "U.S. Job Satisfaction at Lowest Level in Two Decades ." 5 January 2010. The Conference Board: Trusted Insights for Business Worldwide. 10 March 2010 <http://www.conference board.org/utilities/pressDetail.cfm?press_ID=3820>. Counter-productive behavior index, pre-employment test. (2010). Retrieved from http://www.super- solutions.com/Counter-ProductiveBehaviorIndex.asp Heathfield, Susan M. "You Can Make Their Day: Ten Tips for the Leader About Employee Motivation." 10 March 2010. About.com. <http://humanresources.about.com/od/motivationsucces3/a/lead_motivation_3.htm>. Maughan, Jaceson. "How to Improve Your Interpersonal Communication Management Skill." 2010 3 March. Life123. <http://www.life123.com/career-money/career-development/management- skills/interpersonal-communications.shtml>. Pearson, D.G. (2003, April 9). Applicant screening assessments. Retrieved from http://pcasw.com/screening_assessments.htm

Angry Branch Manager Investigation of Calwest Mortgage Company