HR Competencies for Working Managers: Your Toolkit for Managing Performance
Edition: 2
Copyright: 2020
Pages: 274
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The goal of this book is to provide essential competencies for working managers and HR professionals.
When I look back on my 14 years of industry experience as a part of a management team, I feel we could have avoided lawsuits, dysfunctional hires, and unnecessary turnover, if we all had a working knowledge of Human Resources Management. We could have created a well-defined organizational culture, inspiring core values, clear service behaviors, and service recovery methods to provide an authentic experience to our internal and external customers. This book just does that.
I intentionally designed this short, focused HR book to provide you with essential competencies to help you successfully lead your department or organization.
The book includes 7 modules for easy reference, each with exercises and toolkits.
Module 1: Provides a basic legal framework that managers and HR professionals must follow to promote a risk-free, respectful and fair workplace.
Module 2: Defines work expectations, including how to conduct a relevant Job Analysis and develop a Job Description that clearly matches your culture; communicates essential and nonessential functions, job context, qualifications; and, provides metrics for a successful hire.
Module 3: This module focuses on recent practices in talent acquisition, including creative recruiting, screening techniques, innovative selection activities, and the best of interviewing. You will leave this chapter with the ability to build your own recruitment system.
Module 4: Addresses the best practices to design onboarding programs; evaluate your orientation and socialization; understand and design your organization’s culture; as well as think about ways to change or sustain your culture. It includes tangible exercises, activities, and steps to design impactful training programs.
Module 5: Covers the latest performance management practices, performance appraisal systems, and social interaction techniques for conducting result-oriented performance reviews.
Module 6: The Total Rewards addresses employee compensation methods, FICA, UI, Affordable Care Act (ACA), FMLA, FLSA, and all you need to know about overtime, tipped employees, minimum wage, equal pay, child labor and designing your compensation program, complete with examples and drills.
Module 7: This segment addresses labor relations, steps to organizing a union, management rights, employee rights, bargaining tactics and negotiations.
Finally, this book is your guide for creating and enhancing the customer experience through taking intentional steps towards maximizing employee experience and engagement.
PREFACE
Module 1: Fairness at Workplace
CHAPTER 1: WORKPLACE DISCRIMINATION
Key Points:
• Introduction
• Title VII of Civil Rights Act: 1964
o Prohibited Factors
o Summary Discrimination by Type
• Criteria for Employment Decisions
• EEOC Functions
o 4/5th Rule
• Affirmative Action
• Bona Fide Occupational Qualification (BFOQ)
• Filing Charges and EEOC Investigations
o EEOC Investigation
o What is Mediation
o Remedies for Employment Discrimination
• Review Questions, Exercises, Project
CHAPTER 2: AMERICANS WITH DISABILITY ACT (ADA) TRAINING
Key Points:
• Learning Outcomes
• Company Spotlight
• The Scope of Working Age Adults Living with Some Sort of Disability in the US
• Myths and Facts About Disabilities
• Good for Business
• Make Disability Visible in Your Organization: Universal Design
• Title I of the Americans with Disabilities Act
• What Organizations Are Covered Under ADA?
• ADA Definition
o Major Life Activities
o Who Is a Qualified Individual?
o How to Determine When an Accommodation Is Reasonable?
• Conclusion
• Review Questions, Team Exercise
CHAPTER 3: SEXUAL HARASSMENT TRAINING
Key Points:
• Learning Outcomes
• Industry Spotlight
• Scope of Sexual Harassment Charges
• Why Is Sexual Harassment so Prevalent in Hotel and Restaurant Business?
• Steps in Stopping Sexual Harassment at Workplace
1. Develop Your Policy
2. Publicize Your Policy
3. Train the Workforce
4. Investigate Charges
• The Policy Must Define the Laws
• The Policy Must Clarify What Constitutes Sexual Harassment
• Some Facts About Sexual Harassment
• Three Organizational Responsibilities
• Other Considerations During Investigations
• Review Questions, Team Exercises
Module 2: Work Expectations
CHAPTER 4: JOB ANALYSIS AND JOB DESCRIPTION
Key Points:
• Learning Outcomes
• The Importance of Job Analysis
• The Job Analysis Process
o Components of a Job
• The Four Questions Needed to Begin the Job Analysis Process
o What Jobs?
o What Information?
o How to Collect Information?
o Who Collects Information?
• Wrap Up and Review
o A Sample Job Description
• Review Questions, Team Exercise
Module 3: Talent Acquisition
CHAPTER 5: CREATIVE RECRUITING
Key Points:
• Learning Outcomes
• Company Spotlight
• How to Set Strategic Recruitment Goals
• Ways to Improve Your Company’s Image
• How Do You Communicate Your Company’s Brand?
o Build Your Company as an Employer of Choice
o Signal Company Compensation and Benefits
o Analyze your Recruitment Channels
o Target Value-Added Employees
• How to Build Recruiting Efficiency
• Creative Recruiting
o Top 6 Creative Recruiting
• Examples of Creative Ads
• Where and How to Reach Applicants
• Review Questions, Exercise
CHAPTER 6: PRE-SCREENING FOR TALENT
Key Points:
• Learning Outcomes
• Introduction
• Three Main Benefits of Initial Screening
• Pre-Screening Techniques
• Screening Social Media & Legal Concerns
• Illegal Screening Question
• Review Questions, Exercise
CHAPTER 7: CREATIVE SELECTION ACTIVITIES
Key Points:
• Learning Outcomes
• Industry Spotlight
• Introduction
• Why Selection Activities?
1. Determine the Future Performance of Applicants
2. Measure the Accuracy of the Current Selection Methods
3. Change Current Practices
• Sample-Base Tests
1. Job Knowledge Tests
2. Trainability Tests
3. Work-Sample Tests
• Advantages of Work-Sample Tests
• Disadvantages of Work-Sample Tests
• Psychometric Tests
o Aptitude Tests
o Personality Tests
o The Big Five Personality Test
• Are Psychological Tests Valid, Reliable or Legal?
• Data-Driven Selection
• Review Questions
CHAPTER 8: THE BEST OF INTERVIEWING
Key Topics:
• Learning Outcomes
• Industry Spotlight
• Introduction
• Three Types of Interviews
o Structured Interviews
o Unstructured Interviews
o Semi-Structured Interviews
• Advantages of Structured Interviews
• Problems with Unstructured Interviews
• Types of Open-Ended Interview Questions
o Situational Interviews (SI)
o Behavior-Base Interviews (PDBI)
o Multimodal Interviews (MMI)
• Systematic Rating of Answers
• How to Develop Structured Interview Question
• Conclusion
• Review Questions, Team Project
CHAPTER 9: INTERVIEW PROCESS AS A SOCIAL INTERACTION
Key Points:
• Learning Outcomes
• Industry Spotlight
• Interviewer Image
• Interview Process as a Social Interaction
o Interview Preparations
o Meeting
o Making Decisions
• Useful Tips for Making Selection Decisions
• Avoid Common Interview Errors
• Communicate the Final Decision as Promised
• ADA: Interview Etiquette
• Review Questions
Module 4: Onboarding
CHAPTER 10: ORIENTATION
Key Points:
• Learning Outcomes
• Industry Spotlight
• Differences Between Orientation & Training
• Why is it Important to Differentiate Orientation & Training?
• When to Conduct Orientation
• Why is Orientation Important?
• Policy & Procedure
• Who Conducts Orientation?
• Personalizing Orientation
• Three Typical Errors in Orientation
• Connecting Selection to Orientation
• Orientation Program Evaluations
• Review Questions, Team Project
CHAPTER 11: ORGANIZATIONAL CULTURE AND SOCIALIZATION
Key Points:
• Learning Outcomes
• Industry Spotlight
• What is Organizational Culture?
• Observable Elements of Culture
• Non-Observable Elements of Culture
• Weak or Strong Cultures
• Mechanistic and Organic Cultures
• Aligning Employee Values with Organizational Values
• How Is Culture Created and Sustained?
o Selections
o Training
o Performance Management
o Socialization
• Conclusion
• Review Questions, Culture Exercises
CHAPTER 12: TRAINING: DESIGNING YOUR TRAINING PROGRAM
Key Points:
• Learning Outcomes
• 6-Approaches to Training
• Benefits of Training
• Step-by-Step Guide for Your Training Programs
o Conduct a Need Analysis
o Establish Training Objectives
o Decide on Training Criteria
o Select Trainees
o Choose Training Methods
o Conduct Training
o Evaluate Results
• When Training Will Not Work
• Review Questions, Training Project
Module 5: Performance Management
CHAPTER 13: PERFORMANCE MANAGEMENT-EMPLOYEE APPRAISAL SYSTEMS
Key Points:
• Learning Outcomes
• Industry Spotlight
• Introduction
• 6 Types of Performance Appraisal Instruments
o Employee Comparison Systems
o Graphic Rating Systems (GRS)
o Behaviorally Anchored Rating Systems (BARS)
o Behavioral Observation System (BOS)
o Management by Objectives (MBO)
o 360-Degree Feedback
• Review Questions, Team Activity
CHAPTER 14: PERFORMANCE APPRAISALS POLICES AND PROCEDURES
Key Points:
• Learning Outcomes
• Industry Spotlight
• Evolution of Evaluating Employee Performance
• Measuring Performance
o Direct
o Indirect
• Performance Appraisals Process
• Performance Appraisal Interview Process
• Common Rating Errors in the Appraisal Interviews
• 5 Steps in Managing Performance at Work
• Managerial Skills for Performance Management
o Effective Listening
o Goal Setting Skills
o Providing Feedback
o Coaching
• Functions of Performance Appraisals
• Documentation
• Review Questions
Module 6: Total Rewards
CHAPTER 15: EMPLOYEE COMPENSATION
Key Points:
• Forms of Compensation (Monitory and Non-Monitory)
• Mandatory Benefits
o FICA
o Unemployment Insurance (UI)
o Workers’ Compensation
o Affordable Care Act (ACA)
o Family and Medical Leave Act (FMLA)
• Apply Compensation Strategies at Workplace
• Pay for Performance and Pay for Unit of Production
• Department of Labor (DOL.Gov): Fair Labor Standard Act (FLSA)
a. Minimum Wage
b. Overtime (Exempt & Non-Exempt Employees)
c. Tipped Employees
d. Equal Pay
• Tipped Employee Rules & Hospitality Business
• Exercises
Module 7: Employee & Labor Relations
CHAPTER 16: MANAGING LABOR RELATIONS
Key Points:
• Discuss the Importance of Unions in the US
• Categorize Various Types and Levels of Unions
• Identify 4 Steps of Unionizing Drive
• Define Management Rights Under FLRA
• Identify Illegal Tactics Managers Use to Ward off Unionization
• Ascertain Employee Rights Under FLRA
• Categorize Bargaining Tactics
• List Grievance Procedures
• Prepare for Negotiations
• Explain the Current State of Unions
Dr. Ali A. Poorani is an Associate Professor, with expertise in Leadership and Human Behavior. He is the Director of Hospitality Associates for Research & Training, (HART) offering variety of research and training programs for the hospitality and healthcare industries. He developed the University of Delaware’s Patient Experience Academy, in conjunction with Christiana Care Health System and Wilmington VA Medical Center.
Dr. Poorani has received his Ph.D. in Leadership and Human Behavior from USIU in San Diego, and his MBA from University of Central Oklahoma. He has published several
scholarly articles including: hospitality bridging healthcare.
Dr. Poorani has conducted many workshops, focus groups, and training programs nationally and internationally, bringing hospitality to healthcare with a vision to make hospitals truly hospitable.
Dr. Poorani serves on the Advisory Board of ARC NCR, that supports people with intellectual and developmental disabilities; is a board member of Philadelphia & Vicinity Club Foundation, that provides scholarship for hospitality students and professionals; and, serves on the Advisory Board of Dineable, an app that helps everyone to “get food right.” He also serves as member in a number of professional organizations.
The goal of this book is to provide essential competencies for working managers and HR professionals.
When I look back on my 14 years of industry experience as a part of a management team, I feel we could have avoided lawsuits, dysfunctional hires, and unnecessary turnover, if we all had a working knowledge of Human Resources Management. We could have created a well-defined organizational culture, inspiring core values, clear service behaviors, and service recovery methods to provide an authentic experience to our internal and external customers. This book just does that.
I intentionally designed this short, focused HR book to provide you with essential competencies to help you successfully lead your department or organization.
The book includes 7 modules for easy reference, each with exercises and toolkits.
Module 1: Provides a basic legal framework that managers and HR professionals must follow to promote a risk-free, respectful and fair workplace.
Module 2: Defines work expectations, including how to conduct a relevant Job Analysis and develop a Job Description that clearly matches your culture; communicates essential and nonessential functions, job context, qualifications; and, provides metrics for a successful hire.
Module 3: This module focuses on recent practices in talent acquisition, including creative recruiting, screening techniques, innovative selection activities, and the best of interviewing. You will leave this chapter with the ability to build your own recruitment system.
Module 4: Addresses the best practices to design onboarding programs; evaluate your orientation and socialization; understand and design your organization’s culture; as well as think about ways to change or sustain your culture. It includes tangible exercises, activities, and steps to design impactful training programs.
Module 5: Covers the latest performance management practices, performance appraisal systems, and social interaction techniques for conducting result-oriented performance reviews.
Module 6: The Total Rewards addresses employee compensation methods, FICA, UI, Affordable Care Act (ACA), FMLA, FLSA, and all you need to know about overtime, tipped employees, minimum wage, equal pay, child labor and designing your compensation program, complete with examples and drills.
Module 7: This segment addresses labor relations, steps to organizing a union, management rights, employee rights, bargaining tactics and negotiations.
Finally, this book is your guide for creating and enhancing the customer experience through taking intentional steps towards maximizing employee experience and engagement.
PREFACE
Module 1: Fairness at Workplace
CHAPTER 1: WORKPLACE DISCRIMINATION
Key Points:
• Introduction
• Title VII of Civil Rights Act: 1964
o Prohibited Factors
o Summary Discrimination by Type
• Criteria for Employment Decisions
• EEOC Functions
o 4/5th Rule
• Affirmative Action
• Bona Fide Occupational Qualification (BFOQ)
• Filing Charges and EEOC Investigations
o EEOC Investigation
o What is Mediation
o Remedies for Employment Discrimination
• Review Questions, Exercises, Project
CHAPTER 2: AMERICANS WITH DISABILITY ACT (ADA) TRAINING
Key Points:
• Learning Outcomes
• Company Spotlight
• The Scope of Working Age Adults Living with Some Sort of Disability in the US
• Myths and Facts About Disabilities
• Good for Business
• Make Disability Visible in Your Organization: Universal Design
• Title I of the Americans with Disabilities Act
• What Organizations Are Covered Under ADA?
• ADA Definition
o Major Life Activities
o Who Is a Qualified Individual?
o How to Determine When an Accommodation Is Reasonable?
• Conclusion
• Review Questions, Team Exercise
CHAPTER 3: SEXUAL HARASSMENT TRAINING
Key Points:
• Learning Outcomes
• Industry Spotlight
• Scope of Sexual Harassment Charges
• Why Is Sexual Harassment so Prevalent in Hotel and Restaurant Business?
• Steps in Stopping Sexual Harassment at Workplace
1. Develop Your Policy
2. Publicize Your Policy
3. Train the Workforce
4. Investigate Charges
• The Policy Must Define the Laws
• The Policy Must Clarify What Constitutes Sexual Harassment
• Some Facts About Sexual Harassment
• Three Organizational Responsibilities
• Other Considerations During Investigations
• Review Questions, Team Exercises
Module 2: Work Expectations
CHAPTER 4: JOB ANALYSIS AND JOB DESCRIPTION
Key Points:
• Learning Outcomes
• The Importance of Job Analysis
• The Job Analysis Process
o Components of a Job
• The Four Questions Needed to Begin the Job Analysis Process
o What Jobs?
o What Information?
o How to Collect Information?
o Who Collects Information?
• Wrap Up and Review
o A Sample Job Description
• Review Questions, Team Exercise
Module 3: Talent Acquisition
CHAPTER 5: CREATIVE RECRUITING
Key Points:
• Learning Outcomes
• Company Spotlight
• How to Set Strategic Recruitment Goals
• Ways to Improve Your Company’s Image
• How Do You Communicate Your Company’s Brand?
o Build Your Company as an Employer of Choice
o Signal Company Compensation and Benefits
o Analyze your Recruitment Channels
o Target Value-Added Employees
• How to Build Recruiting Efficiency
• Creative Recruiting
o Top 6 Creative Recruiting
• Examples of Creative Ads
• Where and How to Reach Applicants
• Review Questions, Exercise
CHAPTER 6: PRE-SCREENING FOR TALENT
Key Points:
• Learning Outcomes
• Introduction
• Three Main Benefits of Initial Screening
• Pre-Screening Techniques
• Screening Social Media & Legal Concerns
• Illegal Screening Question
• Review Questions, Exercise
CHAPTER 7: CREATIVE SELECTION ACTIVITIES
Key Points:
• Learning Outcomes
• Industry Spotlight
• Introduction
• Why Selection Activities?
1. Determine the Future Performance of Applicants
2. Measure the Accuracy of the Current Selection Methods
3. Change Current Practices
• Sample-Base Tests
1. Job Knowledge Tests
2. Trainability Tests
3. Work-Sample Tests
• Advantages of Work-Sample Tests
• Disadvantages of Work-Sample Tests
• Psychometric Tests
o Aptitude Tests
o Personality Tests
o The Big Five Personality Test
• Are Psychological Tests Valid, Reliable or Legal?
• Data-Driven Selection
• Review Questions
CHAPTER 8: THE BEST OF INTERVIEWING
Key Topics:
• Learning Outcomes
• Industry Spotlight
• Introduction
• Three Types of Interviews
o Structured Interviews
o Unstructured Interviews
o Semi-Structured Interviews
• Advantages of Structured Interviews
• Problems with Unstructured Interviews
• Types of Open-Ended Interview Questions
o Situational Interviews (SI)
o Behavior-Base Interviews (PDBI)
o Multimodal Interviews (MMI)
• Systematic Rating of Answers
• How to Develop Structured Interview Question
• Conclusion
• Review Questions, Team Project
CHAPTER 9: INTERVIEW PROCESS AS A SOCIAL INTERACTION
Key Points:
• Learning Outcomes
• Industry Spotlight
• Interviewer Image
• Interview Process as a Social Interaction
o Interview Preparations
o Meeting
o Making Decisions
• Useful Tips for Making Selection Decisions
• Avoid Common Interview Errors
• Communicate the Final Decision as Promised
• ADA: Interview Etiquette
• Review Questions
Module 4: Onboarding
CHAPTER 10: ORIENTATION
Key Points:
• Learning Outcomes
• Industry Spotlight
• Differences Between Orientation & Training
• Why is it Important to Differentiate Orientation & Training?
• When to Conduct Orientation
• Why is Orientation Important?
• Policy & Procedure
• Who Conducts Orientation?
• Personalizing Orientation
• Three Typical Errors in Orientation
• Connecting Selection to Orientation
• Orientation Program Evaluations
• Review Questions, Team Project
CHAPTER 11: ORGANIZATIONAL CULTURE AND SOCIALIZATION
Key Points:
• Learning Outcomes
• Industry Spotlight
• What is Organizational Culture?
• Observable Elements of Culture
• Non-Observable Elements of Culture
• Weak or Strong Cultures
• Mechanistic and Organic Cultures
• Aligning Employee Values with Organizational Values
• How Is Culture Created and Sustained?
o Selections
o Training
o Performance Management
o Socialization
• Conclusion
• Review Questions, Culture Exercises
CHAPTER 12: TRAINING: DESIGNING YOUR TRAINING PROGRAM
Key Points:
• Learning Outcomes
• 6-Approaches to Training
• Benefits of Training
• Step-by-Step Guide for Your Training Programs
o Conduct a Need Analysis
o Establish Training Objectives
o Decide on Training Criteria
o Select Trainees
o Choose Training Methods
o Conduct Training
o Evaluate Results
• When Training Will Not Work
• Review Questions, Training Project
Module 5: Performance Management
CHAPTER 13: PERFORMANCE MANAGEMENT-EMPLOYEE APPRAISAL SYSTEMS
Key Points:
• Learning Outcomes
• Industry Spotlight
• Introduction
• 6 Types of Performance Appraisal Instruments
o Employee Comparison Systems
o Graphic Rating Systems (GRS)
o Behaviorally Anchored Rating Systems (BARS)
o Behavioral Observation System (BOS)
o Management by Objectives (MBO)
o 360-Degree Feedback
• Review Questions, Team Activity
CHAPTER 14: PERFORMANCE APPRAISALS POLICES AND PROCEDURES
Key Points:
• Learning Outcomes
• Industry Spotlight
• Evolution of Evaluating Employee Performance
• Measuring Performance
o Direct
o Indirect
• Performance Appraisals Process
• Performance Appraisal Interview Process
• Common Rating Errors in the Appraisal Interviews
• 5 Steps in Managing Performance at Work
• Managerial Skills for Performance Management
o Effective Listening
o Goal Setting Skills
o Providing Feedback
o Coaching
• Functions of Performance Appraisals
• Documentation
• Review Questions
Module 6: Total Rewards
CHAPTER 15: EMPLOYEE COMPENSATION
Key Points:
• Forms of Compensation (Monitory and Non-Monitory)
• Mandatory Benefits
o FICA
o Unemployment Insurance (UI)
o Workers’ Compensation
o Affordable Care Act (ACA)
o Family and Medical Leave Act (FMLA)
• Apply Compensation Strategies at Workplace
• Pay for Performance and Pay for Unit of Production
• Department of Labor (DOL.Gov): Fair Labor Standard Act (FLSA)
a. Minimum Wage
b. Overtime (Exempt & Non-Exempt Employees)
c. Tipped Employees
d. Equal Pay
• Tipped Employee Rules & Hospitality Business
• Exercises
Module 7: Employee & Labor Relations
CHAPTER 16: MANAGING LABOR RELATIONS
Key Points:
• Discuss the Importance of Unions in the US
• Categorize Various Types and Levels of Unions
• Identify 4 Steps of Unionizing Drive
• Define Management Rights Under FLRA
• Identify Illegal Tactics Managers Use to Ward off Unionization
• Ascertain Employee Rights Under FLRA
• Categorize Bargaining Tactics
• List Grievance Procedures
• Prepare for Negotiations
• Explain the Current State of Unions
Dr. Ali A. Poorani is an Associate Professor, with expertise in Leadership and Human Behavior. He is the Director of Hospitality Associates for Research & Training, (HART) offering variety of research and training programs for the hospitality and healthcare industries. He developed the University of Delaware’s Patient Experience Academy, in conjunction with Christiana Care Health System and Wilmington VA Medical Center.
Dr. Poorani has received his Ph.D. in Leadership and Human Behavior from USIU in San Diego, and his MBA from University of Central Oklahoma. He has published several
scholarly articles including: hospitality bridging healthcare.
Dr. Poorani has conducted many workshops, focus groups, and training programs nationally and internationally, bringing hospitality to healthcare with a vision to make hospitals truly hospitable.
Dr. Poorani serves on the Advisory Board of ARC NCR, that supports people with intellectual and developmental disabilities; is a board member of Philadelphia & Vicinity Club Foundation, that provides scholarship for hospitality students and professionals; and, serves on the Advisory Board of Dineable, an app that helps everyone to “get food right.” He also serves as member in a number of professional organizations.