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Managing the People

Employee Training & Diversity

The Most Valuable Resource

“…the basic mission of human resources will always be to acquire, develop, and retain talent; align the workforce with the business; and be an excellent contributor to the business. Those three challenges will never change.”

Edward L. Gubman Journal of Business Strategy

+Training…

How Can Effective Training Improve Your Company?

Shadowing vs. Mentoring

Training Paradox

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How Can Effective Training Improve Your Company?

  Improved quality of workplace

  Gained knowledge of facts and job skills

  Positive changes in behavior

  Positive improvement on performance

  Improves skills

  Increases strategic knowledge

  Practice makes perfect

  Increases employees’ self management

  Increases employees’ self efficacy

  An increased loyalty towards the employer.

Training should not be an optional aspect of your business but instead be a requirement and essential aspect of the business.

Training is a long-term investment that benefits both the employer and employee.

+Shadowing vs. Mentoring

  New employee watches as a conditioned employee performs their job.

  Allows the new employee to gain insight in how the job is performed.

  Little to no interference with the person being observed.

  Receive advice and information from the worker.

  New employee is matched with a conditioned employee for career development.

  Longer interaction between two people.

  An improved job behavior over time.

  Increased knowledge of job procedure.

Shadowing Mentoring

+Training Paradox

“Train them to the point to where you’ll lose them, then you won’t lose them.” – General Manager of Marks & Spencer

  There is a fear that training employees too well will make them more marketable to competitors.

  However, businesses are more likely to keep employees by training them well.

  By training employees thoroughly, their job security increases, thereby influencing their decision to stay with their employer.

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Kwesi Human Resource Management What We Do

How We Do It

Why We Succeed

+What We Do

  Increase job satisfaction

  Improve the quality of businesses through its employees

  Better relationships between the employer and employee (i.e. Loyalty)

  Remain updated on employee laws, safety laws, etc.

+How We Do it

  Sexual Harassment

  ADA

  Cultural Awareness

  Customer Service

  Encourage internal and external recruitment by advertising online and within the community

  Expose final applicants to the job as part of their interview.

  Quarterly performance reviews: Employer evaluates employee and employee evaluates employer

  Bi-monthly employee surveys with suggestions

  Develop a thorough compensation and benefits package that benefits the

employer and employee.

  Mentoring program to ensure long-term positive performance

  In-class style orientation/training to prompt interaction with other employee

  Repeat trainings upon any major changes in the workplace

Workshops:

Training:

+Why We Succeed

  Employees are given a “voice” in the workplace as they are more equip to voice their concerns and thus have an increased loyalty to their company.

  Employers are satisfied with the level of knowledge their employees have through continuous training and mentoring since it reflects onto their job behavior.

  Workshops allow all levels of company employees to interact with each other, share experiences, learn about other experiences and use this knowledge as a tool to perform their job better. The workshops allows the workplace to develop their own work “personality” where everyone contributes.

  Reviews and surveys increases the quality of relationships between the employer and the employees as both sides will receive positive reviews and constructive criticism in regards to job performance. This makes the relationship two-sided, rather than one-sided.

  Recruiting from the community builds community loyalty onto the business and also allows the company to diversity.

The Results

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Matador Bookstore A Look Inside…

+Company Background

  Campus bookstore for California State University, Northridge in Northridge, CA.

  Sells textbooks, media software, apparel and school supplies-is a one-stop place to buy everything needed for school.

  Recruits CSUN college students, community members, and internal employees for full, part-time, and seasonal positions.

  Gives generous discounts to employees and professors.

+Operational Gap   Lack of employee morale: employees are not enthusiastic

about their work = low customer service and loss of sales. (How an employee feels about their job is often reflected in their job performance.)

  Workplace conditions remain at a standstill, neither improving nor deteriorating. The workplace should constantly be improved.

  Communication barrier between deaf and hard of hearing students and staff of the bookstore. Barely anyone employed by the bookstore knows sign language to communicate with the large group of D/HH students.

  Lack of trust between management and customer service representatives.

+What Kwesi Will Do For Matador Bookstore…

Assessment

Continuious Stability & Improvement

Focus on College Students

Long-term training: Mentoring

Interactive Workshops

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Assessment

1.  Improve the performance of employees.

2.  Retain employees.

3.  Invest in employees by conducting an intensive training and provide workshops to further education in job behavior.

4.  Maintain community support.

5.  Improve quality of relationships in the workplace.

6.  Recognize and apply the various strengths and talents of employees as well as improve weaknesses.

7.  Maintain a diverse workplace.

Before implementing a performance plan, an assessment of the individual and the workplace must be completed…

Matador Bookstore, what are your goals?

+Continuous Stability & Improvement

  Employees will evaluate their leads and managers while the leads and managers evaluate their employees for each person to gain insight on their strengths and weaknesses as perceived by employees of all levels.

  Surveys will be conducted to understand the employees’ job satisfaction level.

  Matador Bookstore is already extremely diverse with individuals of all ages, nationality and religion.

  Kwesi will maintain this by continuing to hire diverse individuals, but also strive to hire individuals with disabilities to retain community support.

  Develop diverse teams.

  Diversity will bring new ideas, perspectives, and creativity to the company.

Evaluations/Surveys Diversity

+Focus on College Students

  College students want to be trained to prepare them for careers after graduating.

  Matador Bookstore needs to develop an internship program for juniors and seniors so they can gain insight to what it means to have a career.

  The applicant pool is right there: the bookstore is located on campus.

  By better training the students working for the bookstore, they will more likely become committed to the department and stay there in hopes of moving towards a management position.

Internships and Better Training

+Long-term Training: Mentoring

  Match an employee with a higher level employee for mentoring.

  Will bridge the gap between management and regular employees.

  Mentoring will give the mentor’s job more meaning and a new way to contribute to their workplace. The mentored individual will gain more education that will help them perform better in the long run.

Another Form of Education

+Interactive Workshops

  Being located on a college campus, the bookstore is automatically introduced to a variety of cultures, religions and disabilities.

  Large African-American and Latino population as well as the largest deaf and hard of hearing program in Los Angeles.

  Monthly or bi-monthly cultural workshops to increase awareness. Culture = Nationality, Religion, Gender, Class, and Disability.

  Apply various scenarios for employees to analyze, share their experiences, and discuss the best way to handle the situation. (Demolish myths and stereotypes)

  Activities to place employees in the shoes of another individual to gain knowledge of how it feels to be misunderstood or discriminated against. This will allow them to gain a better insight of their colleagues and customers.

Understanding Diversity

+Interactive Workshops Cont’d

  Understanding diversity will give employees a newfound knowledge of the experiences for individuals with a different background.

  This knowledge will be applied in their interactions with other employees as well as customers, thereby retaining them and guaranteeing repeat service.

  The employers will be more open-minded and comfortable with hiring individuals of various backgrounds. (EEO)

Customer Service

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Thank You…

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References

Inc., (2011) Human Resource Management. Retrieved from http://www.inc.com/encyclopedia/human-resource-management.html

Cascio, Wayne, F. (2010) Managing Human Resources: Diversity at Work. McGraw Hill Company.

Cascio, Wayne, F. (2010) Managing Human Resources: Workplace Training. McGraw Hill Company.

+ Completed by: Akosua Sapara-Grant

Master in Business Administration

University of Phoenix

September 26, 2011

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End of Presentation