THE SELF MANAGEMENT GROUP SELECT. DEVELOP. RETAIN. TOP PERFORMERS and Hospitality Screen

THE SELF MANAGEMENT GROUP

SELECT . DEVELOP . RETAIN . TOP PERFORMERS

and Hospitality Screen

www.DeltaHotelsCareers.com

http://www.deltahotelscareers.com/



AGENDA

• Introduction

• How Profiles will be used at Delta

• Interpreting Profile Scales

• Understanding Hospitality Screen

SELF MANAGEMENT - THE #1 COMPETENCY OF TOP PERFORMERS!

PROFILES & SELECTION RESEARCH & VALIDATION LEARNING SYSTEMS

http://www.self-management.com/default.asp?Lang=eng

• Founded in 1979

• Privately held

• Head Quartered in Toronto, Canada with distribution in Canada, USA, Europe and Asia

• For over 25 years we have provided selection profiles and training workshops to blue chip companies in financial services, pharmaceuticals, hospitality, retail, manufacturing and information technology

• Over 4,000,000 profiles scored





INTRODUCTION• What is the Customer Care PRO?

– Psychometric profile that predicts candidate success and supports effective coaching

• What is the Hospitality Screen?– Combination Screen/Profile that directs the energies of the

recruiter with the candidate

• Why were SMG Profiles selected vs. other tools?– Identifies candidates strengths, assesses fit, multi-lingual,

validated at Delta Hotels



INTRODUCTION

• What is in it for me?– The Customer Care PRO helps you select the right person

for the right job. It reduces turnover/increases retention

• How is this good for the company?– Supports a great Delta team– Increased customer satisfaction – repeat business– Increased job satisfaction for both the employee and the

manager



HOW WILL THIS BE USED?• Candidate Submits Resume and Completes Delta

Hotels Application for Review

• Candidate is contacted by People Resources for initial screening and comfort and appropriate candidates are invited to complete the Hospitality Screen

• The candidate will complete the Hospitality Screen



HOW WILL THIS BE USED?• Results of the profile will be automatically sent to

People Resources for review• Candidate is called for interview• Decision to proceed is based upon:

– Interview process– Hospitality Screen prediction of candidate success

• In some cases a full Customer Care Pro may be requested

Introducing

The

• The CustomerCarePro™ is designed for the selection, training and coaching of people for customer contact centers, call centers, hospitality and other roles that require first-rate client/customer relationship management.

. strategic human asset management tool

. powerful coaching tool

. selection tool

. personal development tool

. retention tool

Management Report

Suitability for Customer Care Service and Sales

I. Prediction of Sales and Service Potential

II. Sales and Service Competencies

III. Coach to Success

IV. Communications Style

V. Attitudes

VI. Emotional Intelligence

VII. Summary of Scores

Prediction of Sales Potential

Business Development

Approach to Client

Need for Script and/or Structure

Outbound Sales Service/Inbound

Coach to Excellence Not Likely

Tough/Persistent Potentially Weak Closer

Does not want Depends on ItWorks within Guidelines

Cross Selling

continued…..

I. Prediction of Sales and Service Potential

With Training

Soft/Persistent

Managing Rejection

A People Person?

Detail Orientation

Handles Well Very Uncomfortable

Definitely Not Interested

Analytical Not Detail Oriented

Handles OK

I. Prediction of Sales and Service Potential (continued)

People are OK

As Required

Goal Orientation

A Self Manager?

Comfort with Conflict

Loyalty

A Natural Needs Process

Comfortable Uncomfortable

Company Focus Self InterestClient/Company

continued…..

II. Sales and Service Competencies

With Coaching

Handles OK

Short Term/Intense Long Term/Relaxed

Communications StyleAsk/Listen Balanced Tell the Person

Overall Attitude

Managing Lifestyle

Very Positive Some Concerns

Manages Very Well Needs Coping Strategy

II. Sales and Service Competencies (continued)

Manages

Decisive Indecisive

ConfidenceFeels in Control Average Confidence Low Confidence

Decision Making

Self Management / Enterprising Potential

Self Managing/ Self Evaluating/ Proactive/Seeks Opportunities

Process Oriented, Responsive


ENTERPRISING POTENTIAL (EP)

Enterprising Potential is based on the EP scale and provides information about personal planning, time management and self management to achieve specific goals. People who are not consistent self managers will be unlikely to sustain activity on a consistent basis. If one manages oneself effectively, it is an important factor in being credible and being able to manage others effectively.

Score Interpretation

< 10 Seeks coaching and feedback; responsive; supportive

10 to 20 Prefers a structured work environment; more responsive than proactive

20 to 30 Benefits from structure and feedback; coachable

30 to 40 High average potential to self manage effectively

40 + Good self-management potential; very proactive; low need for giving or receiving feedback

(MP) Motivational Potential/Approach to Client

Results Focused; Bottom Line; High Sense of Urgency Relaxed/ Easy Going

Service Orientation Long-Term Goals

Loyalty



< -20 Very service oriented, relaxed and dependable

-20 to -11 Motivated primarily by the people side of the business

-10 to +10 Balance between people/service and challenge

+11 to 30 Goal oriented with sense of urgency

> +30 Very ‘bottom line’ risk taker. May be too strong for some cultures

MOTIVATIONAL POTENTIAL (MP)

Motivational Structure is based on the MP scale and is reflected in goal setting (long or short term), sense of urgency (low or high) and such factors as self interest vs. interests of others.

(IP) Need for Script and/or Structure (Fit)

Needs To Create Own Structure Too Independent For Some Cultures

Potential Rule Breaker

Depends On Script/Structure Relies On

Team Members


INDEPENDENCE POTENTIAL (IP)

Based on the IP scale, Independence Potential reflects the approach to structure and systems. Most managers would tend to exhibit some level of independence and comfort creating their own structure. This scale is very much a factor in fitting the individual to the environment. Some individuals are too independent for some environments.


< -25 Very Team Oriented

-25 to -11 Strong Team Orientation

-10 to +10 Able to integrate personal structure with most organizational structures

+11 to +25 Independent and comfortable creating structure as required

> +25 This candidate is very independent and may resist any existing structure

COMFORT WITH CONFLICT (CWC)

Enjoys Conflict And May Even Create It To Further Own Goals

Not Comfortable Dealing With Conflict


COMFORT WITH CONFLICT (CWC)

Comfort with Conflict (CWC) measures the person’s comfort in situations where there is conflict or potential for conflict. Those on the left end of the scale are generally comfortable with conflict and those on the right end tend to avoid conflict.


< 0 Will avoid conflict and may become stressed or emotional in situations where conflict is a regular occurrence.

0 to 19 Can handle conflict. Will prefer to avoid.

20 to 39 Generally comfortable with conflict and able to deal with frank discussion.

> 40+ Comfortable with conflict. At ease presenting unpopular points of view. May engage

in debate. May use conflict to further own agenda.

COMMUNICATIONS STYLE

People Orientation

Analytical Orientation

. Friendly, Outgoing

. Reserved, Build Relationships slowly

. Factual, analytical

. Learns the essentials

People Orientation

Shy, Reserved/ Builds Relationships Slowly

Outgoing, Very Friendly

IV. Communication Style

PEOPLE ORIENTATION (PO)

The People Orientation (PO) scale provides an insight into the approach to building relations with other people and the degree that he/she is motivated by and derives satisfaction from the meeting and interacting with other people. This will be reflected in how much the person would enjoy and his/her approach to such managerial roles as providing feedback, giving presentations and recruiting people into the business culture.


< -20 Does not enjoy a lot of interaction with others outside personal friends and acquaintances. May appear aloof to others.

-20 to 0 Builds relationships over period of time

0 to +20 Enjoys and is motivated by interacting with others

Analytical Orientation

Pays Little Attention To Detail Learns The Necessities

Analytical / Factual

IV. Communication Style

INVESTIGATIVE ORIENTATION (INV)

Based on the INV scale, the Investigative Orientation reflects the degree to which learning is important. The scores on this scale will be significant in issues such as learning and passing on technical information and attention to detail. An interest in continuous learning is important in developmental managers but may not be an issue for all managers.


< -20 Learning and education are not strong motivators. May lack attention to detail

-20 to 0 Unlikely to view learning as a strong motivator. Will learn what is required.

0 to +20 Will find satisfaction in learning and show attention to detail

> +20 Enjoy learning but may become absorbed in detail

Self Confidence

Sees Self As In Control; Takes Responsibility for own Actions

Possible Over-confidence

Controlled By External Circumstances

V. Attitudes

SELF CONFIDENCE

Based on the Self Directed (SD) scale. It indicates the extent to which he/she believes in him/herself and feels in control of the issues in his/her life. Feelings of confidence are important in managing successfully and taking responsibility for one’s own actions.


0 - 25 Demonstrate feelings of not being in control of circumstances

25 to 35 Modest level of self confidence

35 to 50 Quite Confident

50+ Feeling very much in control and assuming responsibility for own actions

Lifestyle Management

Managing Lifestyle Effectively

Has Difficulty Coping At Times

Possible Mentor

V. Attitudes

LIFESTYLE MANAGEMENT (LM)

The Lifestyle Management scale indicates how he/she is currently dealing with stress in his/her career and lifestyle. Numerous studies have shown that those who are having difficulty managing stress do not perform well. If that is an issue, they should be helped with counseling, mentoring and/or stress management training.


0 - 25 Appear to be having difficulties coping with stress

25 to 35 Modest level of lifestyle management

35 to 50 Handling well

50+ Show very strong coping skills (could mentor others)

Networking and Self Promotion

Comfortable Networking and Promoting Self

Needs coaching

Possible Mentor

V. Attitudes

NETWORKING AND SELF PROMOTION (NSP)

The Networking and Self Promotion scale indicates his/her willingness to promote him/herself and the business. This scale is an important factor in determining his/her suitability for careers that require a degree of self promotion, building personal networks, handling rejection and to a lesser degree, having an interest in sales as a career. A low score on this scale would be considered an attitudinal block to performance in some customer service roles.


0 - 25 Not comfortable promoting self or company

25 to 35 Modest comfort promoting oneself or business

35 to 50 Strong attitude to NSP

50+ Very strong networker and business builder

Listening Style

Good Listener

Needs Mentoring

Possible Mentor

V. Attitudes

LISTENING STYLE (LS)

Listening Style is an scale based on the answers to a series of questions which describe the individual’s approach to listening to the concerns of other people. The questions deal with patience, actually trying to understand the other person and overall courtesy.


0 - 25 May appear impatient, or indifferent.

25 to 35 Modest level of listening

35 to 50 Handling well

50+ Show very strong listening skills (could mentor others)

UNCERTAINTY COEFFICIENT (UC)

PROVIDES:

insight into validity of answers by showing extent that candidate is responding in socially desirable manner

VII. EMOTIONAL INTELLIGENCE

VII. EMOTIONAL INTELLIGENCE (continued)

Customer Care Pro - Sample Report

http://www.self-management.com/profiles/sample_CCP.htm



DELTA HOTELSCURRENT CUSTOMIZED

RANGES

The following 4 slides represent Delta Specific customizations based on the most recent validation data. These customizations will be updated and will form part of the actual report generated when a candidate completes their profile. These are to be used as guidelines when making an informed selection decision.

http://www.deltahotelscareers.com/

• The ADMIN PRO™ is a state-of-the-art psychometric profiling tool that measures the potential for success and suitability to specific careers in an administrative environment including the following: Office Manager Marketing Assistant Administrative Assistant Staff Support

• The Personal Orientation Profile (POP™) has been used to select competitive sales people for over 20 years. It has been validated in a wide variety of competitive sales cultures and has been shown to predict performance and retention. Use the POP to select for sales positions where compensation is primarily based on commissions.

The POP provides sales management with feedback, interview questions and coaching suggestions on:

• Business Development • Motivational Structure • Closing Style • Approach to Structure • Communication Style • Probable Performance Levels • Probable Retention • Self Confidence • Managing Call Reluctance • The POP provides each candidate with an overview of strengths and some career

counseling on what to seek and what to avoid in career paths.

• The MANAGEMENTPRO™ is a state of the art profiling tool that assesses the factors that allow managers to manage people and performance together effectively.

The MANAGEMENTPRO™:• is an essential selection and succession planning tool • provides an overview of personality traits as they apply to management roles • assesses emotional intelligence • assesses leadership style, comfort with conflict, lifestyle management and much

more • provides coaching and development strategies • provides feedback on matching to mentors, peers and staff • The MANAGEMENTPRO™ provides each individual with an overview of strengths

and some career counseling on what to seek and what to avoid in career paths.

The Hospitality Screen is designed to provide insight into the strengths of individuals seeking positions in the hospitality market sector. By identifying and understanding personal strengths as well as identify growth opportunities, managers will be able to select people for hospitality positions and fit them to suitable roles. This profile will also help managers coach their people more effectively.

The HospitalityScreenTM provides an efficient and economical solution to the challenge of targeting and screening a high number of potential recruits. The HospitalityScreenTM:

•is an on-line 24/7 pre-employment assessment tool.

•uses organizational specific criteria to assess talent, work history and probability of success

• uses a series of standardized, objective and validated questions

•provides data which can be measured and integrated with selection processes as the basis for continuous improvement

HospitalityScreen™

Standardized format

Information at a glance

Effort from Background

Job Stability and Experience

Fit from Attitudes

Self Confidence and Commitment to Service

Talent from Characteristics SM, Motivation and Social

Orientation

Creates own process, Self-evaluating, Proactive, Seeks Opportunities

Needs existing process, seeks feedback, responsive

Results Focus, High Urgency, Bottom Line

Service/People Focus, Relaxed, Loyal

Non-Conformist, Comfortable in Unstructured Environments

Conformist, Prefers Structured Environments

Very Comfortable, Enjoys – May Seek

Not Comfortable, Dislikes - Avoids

Energized by meeting new people, Outgoing, Friendly

Builds Relationships Slowly, Shy, Reserved

Very Analytical

Pays little attention to detail, Learns the necessities

Sees Self as in Control: Takes Responsibility for own Actions

Controlled by external circumstances; investigate

Managing Lifestyle Effectively

Has difficulty coping at times

Demonstrates a personal interest in a service career.

Potential barrier to performance

Investigate

Accept at face value

Insight into validity of answers by showing extent that candidate is responding in socially desirable manner.

Documents

THE SELF MANAGEMENT GROUP SELECT. DEVELOP. RETAIN. TOP PERFORMERS and Hospitality Screen