HIRING, TRAINING, & COACHING

BY: DOUG MASCHOFF RMP® JAYCI GRANA RMP®, MPM®

Hiring, Training, & Coaching

Employee turnover is one of the most damaging things that can happen to a business.

It is estimated that the average cost of employee turnover is around 20% of that employee's annual salary.

Hiring, Training, & Coaching

• • • • • • Annual salary of $40,000 x 20% = $8,000 impact to your bottom line $8,000 / profit margin of 25% = $32,000 of gross revenue needed to cover cost For illustrative purposes only, let's say you charge a $500 management fee per unit. This would mean $32,000 gross revenue / $500 per unit = 64 months or 5.33 years of free mgmt Let's say you charge a $75 management fee per unit: $32,000 gross revenue / $75 per unit = 426 months or 35.5 years of free mgmt

HIRING

When you implement a thorough, systematic, and objective hiring process, it allows you to properly understand your human resource needs, and find the appropriate person to meets those needs.

Things to Understand About Hiring

Hiring is the most important thing you do.

You are NOT a great judge of character.

Don’t take shortcuts or rush

.

“Every boxer has a plan - until they get hit.” -Mike Tyson-

Hiring Process

Create Organizational Chart Create a Job Description Write a Job Posting Personality & Aptitude Testing Develop Competency Profile Create Behavioral

Interview

Phone Interview Face-to-Face Interview Reference & Background Checks Offer & Acceptance Onboarding

Organizational Chart

Organizational Chart

Why Use An Organizational Chart?

Clarifies Chain of Command Puts Position in Context Projects Company as Structured & Professional Clarifies Division of Responsibilities Amongst Staff Members

Job Description

Creating Job Description

Define the Position Focus on Responsibilities Define & List Hard Skill Requirements List Licenses or Credentials Required

Job Posting

Job Posting is the First Experience That Candidates Have With Your Company Great Candidates are Evaluating You as Much as You Are Them Impress Them With it’s Appearance

Job Posting

“Who We Are”

Description of company Company Mission Organizational Achievements

“The Position”

Required Skills Beneficial Skills

“The Opportunity”

Compensation & Benefits Career Growth & Advancement Training

“Requirements for Consideration”

Application Process with Instructions

Personality and Aptitude Testing

Personality Testing • Indicates a Person’s Work Style • How They Interact with Others • Type of Role They Will Thrive In Aptitude Testing • Cognitive Aptitude Test • Skills Test Custom Tests • Design Tests That Will Help You Evaluate How the Candidate Will Handle Certain Situations

Competency Profiles

Developing Competency Profiles

Used to Quantify “Soft Skills” List of Lowest Acceptable Ranking on Each Competency

COMPETENCY PROFILE Position: Hiring Manager: Competency Profile Completed by: COMPETENCY INTELLECTUAL

1. Intelligence 2. Logical Decision Making 3. Common Sense 4. Creativity 5. Education 6. Hands-On Training 7. Knowledge of Industry Trends 8. Knowledge of Current Events

DESCRIPTION

IQ; the ability to think and adapt to a constantly changing world Step by step processing of information leading to a rational conclusion The skill of making consistent, pragmatic decisions Ability to think “outside of the box” in problem solving Formal, post secondary school education On the job experience Up to date knowledge on industry current events Non-industry – well read outside of industry

COMMUNICATION

1. Verbal Communication 2. Written Communication 3. Technological Communication 4. Able to Run Effective Meetings 5. Sense of Branding 6. Image 7. Listening 8. Sales Focused 9. Capacity to Deliver Company Message Clearly communicating through speech Clearly communicating through writing Clearly communicating using technology: email, blogs, wikis, PDAs, etc.

Well planned and orchestrated meetings Ability to understand and augment company brand Conveyance of professionalism in one’s image Ability to focus on understanding others Directing business practices to prioritize sales Capable of walking the company line

LEADERSHIP

1. Mission driven 2. Executer of Corporate Vision 3. Bottom line focused 4. Capable of Translating Corporate Goals to Reality 5. Track Record 6. Reputation 7. Change agent 8. Eager to Help Others Succeed 9. Breeds Followership 10. Self-Aware 11. Risk Taker 12. Politically Agile 13. Capacity for Building High Performing Teams 14. Integrity 15. Honesty 16. Resourceful 17. Customer Focused

MANAGEMENT

1. Strong Delegation Skills 2. Does Not Push Problems Up the Organizational Chart 3. Capable of Managing to Corporate Goals 4. Strong Business Acumen 5. Can Hire and Fire 6. Can Redeploy Low Performers 7. Can Recognize and Promote High Achievers 8. Maintains a Positive Work Environment 9. Manages to Individual Style 10. Augments Management with Technology 11. Provides Adequate Feedback to Team 12. Conflict Management 13. Maintains a Light Touch 14. Comfortable with Diversity 15. Deadline Driven 16. Project Management Focuses on the mission of the organization in all business dealings Able to take the company where it wants to go Makes decision based on financial realities Consistently executes company initiatives Past performance The general perceived status of the candidate Ability to foster change in an organization Puts others in front of his/her success Leads others Knows personal strengths and weaknesses Takes calculated chances Elegantly gains consensus among people with different views Assembles teams who are able to achieve corporate objectives Always does what they say they are going to do Tells the truth Figures it out not matter how difficult the barrier Service mentality Gets work done through others Handles problems without assistance from supervisor Knows how to utilize a team to hit goals Knowledge of how business works “under the hood” Track record of hiring and firing Capable of reassigning or demoting those incapable of their work assignment Capable of effective management of superstar employees Fosters constructive dialog and feelings towards the company, coworkers, and the tasks being managed Able to manage teams and individuals based on the given situation Creatively uses technology to manage employees Shares constructive criticism on a timely basis Deals with conflict in a direct, positive manner Rarely do those being managed realize that they are indeed being managed Able to effectively work with all types of people Works to a clearly set end date Effective organization and implementation of group projects

PERSONAL

1. Passionate 2. Work-Life-Balance 3. Stress Management 4. Self Aware 5. Capable of Handling Constructive Criticism 6. Commute Tolerant 7. Open to Relocation 8. Detail Oriented 9. Big Picture Oriented 10. Driven Towards Excellence 11. Money Motivated 12. People Motivated 13. Credential Motivated 14. Tenacity 15. Energy 16. Organization skills 17. Independent 18. Track Record of Personal Accomplishment 19. Goal Driven Energized by excellence in the work place Capable of managing excellence at work and at home Ability to effectively work under pressure Knows personal strengths and weaknesses and how to effectively negotiate those attributes Listens and applies good advice Able to retain sanity while getting to work!

Capable of moving for the right opportunity Crosses all the “t”s.

Sees the company holistically Never satisfied with the success of today Inspired to hit goals that are rewarded monetarily Inspired to hit goals that are rewarded by communal praise or that simply help others Inspired to hit goals that are rewarded by job title Will continue to persist under the most difficult circumstances No matter how many times they get knocked down, they jump back up Structured Able to make decisions without assistance from management Shown the ability to accomplish hard-to-reach goals outside of work Driven by accomplishments

OTHER

Ask yourself: are there any other competencies that must be accounted for in terms of this particular position?

Lowest Acceptable Rating

Behavioral Interview

What is Behavioral Interviewing?

o

An Interview Technique in Which Candidates Are Asked to Give Specific Examples of How They have

o

Performed in the Past in Certain Job Related Situations Past Behavior is the Best Indicator of Future Performance.

o o

There are no “yes” or “no” questions.

Answers Reflect How They Demonstrated a Core Competency

Phone Interview

Purpose Process

Time-Saving Identify Red Flags Identify Qualifications Follow a script Should Be 15 to 20 Minutes Long Use Behavioral Interview Questions Use Proper Equipment Take Notes

Face-to-Face Interviews

• • • • • •

For Candidates That Meet Hard Skill Qualifications Dig Into Candidate’s Competency Level Assessing Their Soft Skills Use a Script For Consistency Take Notes Candidate Should Do 90% of the Talking Be Thorough

Reference and Background Checks

“Trust, But Verify”

-Ronald Reagan-

Reference and Background Checks Opportunity to Verify Information Presented in the Resume & Interview

Notify Candidate That Background & Reference Checks Will be done.

This Sometimes Elicits Additional Information From Candidate

Reference and Background Checks

Background Checks Reference Checks Establish Consistent Criteria Credit Criminal Drug Tests Ask For Professional References

Ask Candidate To Contact References So They Are Prepared

Use Script Take Notes

Offer & Acceptance

• Present Job Offer to Candidate Highest Level Person In The Company Call to Congratulate Them and Extend Offer.

• Acceptance!

Confirm Start Date

Onboarding

   

Signing Agreements Filling Out Paperwork Introducing New Hire Showing New Hire Around Keep in Mind This is the Final “Interview” That Your New Hire

• • • •

Gives You Is Everything Prepared?

Is It Organized?

Does the New Hire Feel a Sense of Direction?

Does it Get the New Hire Excited?

TRAINING

What Is Training?

Teaching Skills or Behaviors Instruction to Perform

Training Essentials

Training Objectives

Know Your Trainee Methods

Training Objectives

Objectives Ensure Successful Training Objectives Must Be…  Communicated With Audience  Written Down  Included In Training Manual

Training Objectives

Suitable Objective:

Learn how to utilize techniques to gain effective new closing management contracts. Closing ratio will increase by 50% within the next 30 days and remain consistent thereafter.

Poor Objective:

Learn how to get more management contracts.

Training Objectives

S M A R T

Objective Will Work If It is…

• Specific • Measureable • Attainable • Relevant • Time-Bound Learn how to utilize effective closing techniques to gain new management contracts. Closing ratio will increase by 50% within the next 30 days and remain consistent thereafter.

Know Your Trainee

Generational Diversity Level Of Education Personality Type

Generational Diversity

Baby Boomers

Thrives on Classroom Setting High Tolerance For Long Lectures

Generational Diversity

Generation X

Self Taught Clear Objectives Tracked Results

Generational Diversity

Generation Y

Prefers Team Settings Seeks Recognition

• active and interactive sessions • asking and answering questions • learning in group settings Personality Types Myers-Briggs Dichotomies • working on tasks in a quiet environment • reading, listening and observing • individual or small group projects • hands on learning • relevant, concrete facts • real world applications • relationships between facts and ideas • theories and models • exploration and brainstorming

Extraverts Introverts Sensors Intutitives

• analyzing and evaluating • a logical reason for learning • considering pros and cons • a personal reason for learning • relating learning to personal needs and experiences • case studies and stories

Thinkers Feelers

• structured learning environments • clear learning goals • agendas, timelines, objectives

Judgers

• flexible learning environments • options and alternatives to explore as their learning progresses • gathering information

Perceivers

Level of Education

Degrees Designations Licenses Certificates

Training Methods On The Job

Trainer Shows Trainee How To Do Something.

Pros: Practical Reality Based Establishes Relationship Cons: Tendency to Provide No Real Training Anything can be taught On The Job.

Training Methods Self Discovery

Discovering Competencies On Their Own

Pros: Maintain Own Pace Ownership Of Learning Cons: Difficulty Measuring Progress Slow Pace Side Tracked Have employee review contracts and laws.

Employee to report how laws are reflected in the contracts.

Training Methods Pre-Recorded

Training By Movies, Videos, Computer-Based

Pros: Consistent Cons: Expensive Generic Software Provided Videos or Webinars Library of Recordings by Management Company

Training Methods Role Playing

Act Out Situations

Pros: Practice People Skills Cons: Time Consuming Listing Presentation Handling an Upset Customer

Training Methods Case Studies

Description Of Situation For Trainee To Analyze

Pros: Allows Trainee To Consider What They Would Do Cons: Keeping Training On Track Move –In Gone Wrong Scenario Negotiating Management Fees Handling Maintenane Issues

Training Methods

Instructor-Led Presenting A Lot Of Material To Trainee(s)

Pros: Personal Face To Face Cons: Instructor’s Skills Various Topics Taught to Several at Once

Training Agenda

Session 1 – Listings

  Prospecting for Listing………Instructor Led, OJT Minimum Property Standards….Instructor Led, Case Studies  Case Studies, Role Playing  Setting Expectations…………………. Instructor Led  Determining Rental Market Value…...Case Studies,    OJT Listing Presentation………………………..Role Playing Management Agreement…...Self Discovery, Instructor Led Negotiating Fees…………………………Instructor Led, Case Studies

When Creating A Training Agenda…

•

Take into

•

Employee’s generation, education level, & personality type.

Utilize multiple training methods for each topic.

COACHING

Expected Results

Star Performers Measurable Profitability & Productivity Increases Teamwork Strengthened & Overall Synergy Developed

Statistics On Coaching

Statistical Benefits of Coaching

60% 50% 40% 30% 53% 48% 48% 20% 39% 34% 32% 10% 23% 22% 0% Productivity Quality Organizational Strength Customer Service Reducing Customer Complaints Retention Cost Reduction Bottom-Line Profitability Data obtained was mostly from Fortune 1000 companies. ActionCoach conducted the survey.

Coaching Defined

Discover Abilities Account ability Set Goals

Coaching

Nurture Reach Goals Encourage

Why Is Coaching Necessary?

Law of Limited Performance

Law of Limited Performance

“People soon discover the level of performance their managers will settle for and then gravitate to that level. Managers then assume that’s all that people are capable of achieving, so they accept it as fact and quit challenging people to get better. So both reinforce what the other believes.” - Ron Willingham, Integrity Coaching -

Accountability High Expectations

Spot Talent

Coaching Skills

Assessing Your Leadership Skills

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Vision

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Charisma

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Character

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Responsibility



Planning

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Social Skills

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Achievement Drive

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Emotional Stability

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Decisiveness

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Delegation

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Positive Outlook

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Lead By Example

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Passion

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Great Listener

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Follower

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Tolerance for Ambiguity

Coaching Process The Session(s) - Preparation 

What specific goals would you like employee to achieve?



What attitudes, actions, or behaviors do you want employee to develop or strengthen?



What questions can you ask to help him/her what you want him/her discover what you want him/her to learn?

Coaching Process The Session(s) – Set The Stage 

Conduct section in a private room



Allow no distractions

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Tune the world out and the person in

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Create a supportive, positive, non-critical atmosphere

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Make notes during the session

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Follow a specific format

Coaching Process The Session(s) – Ask 

What specific goals are you working on and where are you in respect to them?



What constraints, if any, are preventing you from achieving these goals?



What skills activities or behaviors will help you remove these constraints to reach your goals?

Coaching Process The Session(s) – Listen • • •

Pay Attention to words, tone of voice, & body language.

Guide and question them and help them discover their own answers.

Believe their answers are within them waiting to be discovered.

Coaching Process The Session(s) – Coach • • • •

Coach knowledge, skills, or actions as needed.

Confront constraints, problems, or needed areas of improvement.

Suggest one action that will help them remove a constraint or move toward a goal.

Keep the responsibility on their shoulders, not yours!

Coaching Process The Session(s) – Praise • • •

Point out specific skills, talents, attitudes, knowledge, or abilities they have that will help them reach their goals.

Express your belief that they will do whatever possible to achieve their goals.

Explain potential you see in them that they don’t see in themself.

Coaching Process The Session(s) – Challenge • • • • •

Challenge them to become their best.

Ask them to commit to specific goals, results, and time-frames.

Explain that you will follow-up and hold them accountable.

Thank them and remind them how important they are to the organization.

Schedule next session.

Coaching Process Post-Evaluation

Length Of Session Goals Feedback Listening Comfort Level Changes/Adjustments

By implementing a systematic hiring process to match the right person to the right position, and then training and coaching them to reach their fullest potential, you will have happier more productive employees, which will translate into a more profitable and successful company.