HR Lessons I Learned The Hard Way

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Don't learn these same lessons the hard way. HR mistakes can cost your business time and money.

Don't learn these same lessons the hard way. HR mistakes can cost your business time and money.

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  • 1. lessons I learned in hr the hard way SHRM- Rome, GeorgiaGary Wheeler, SPHR, GPHR, CCP, CBPRome SHRM Chapter MeetingMarch 2007
  • 2. Business Background• Restaurant Manager & Area Manager  Shoney’s Big Boy Enterprises  Pizza Hut, Inc.• United Parcel Service  Industrial Engineering, Operations and Human Resources  District Human Resources Manager:  Central Tex - San Antonio, Texas  North Ohio - Cleveland, Ohio  West Long Island - Brooklyn, Queens, Bronx, Westchester, NY The Virtual HR Director, LLC
  • 3. Business Coach and HRConsultant• #1 Business Consulting Services Franchise in the World• Over 1,000 Coaches Globally• 27 Coaches in Georgia• Ranked 43rd Top Global Franchises• We are individual business owners• We share intellectual capital The Virtual HR Director, LLC
  • 4. Education• University of Maryland University College – B.S. Human Resources – Master’s Business Administration (MBA) The Virtual HR Director, LLC
  • 5. Non-Profit Associations • HRCI Board 2002 – 2005 • WorldatWork Comp Adv Board 2002 - 2007 • President of SHRM-Atlanta 2005 • SHRM-Atlanta Board - Present • Georgia State Council SHRM – Present • Atlanta Community Food bank 2002 - Present The Virtual HR Director, LLC
  • 6. Objective• Edutain you• My perspective• Think about your organization• Communication• Friends or Foes• HR Professional• Life in HR situations The Virtual HR Director, LLC
  • 7. Communication
  • 8. Crumb Catcher Critic• Interpret the goal and behavior• Ask with appreciation• Don’t be afraid to apologize The Virtual HR Director, LLC
  • 9. Cooking in My Hut• Cross train anyone and everyone• Set high expectations• Instill trust• Better than when you are there The Virtual HR Director, LLC
  • 10. Chewy Mistake• Document mistakes• Document retraining• Show extreme empathy• Nothing personal• Take as long as you need• Get the person to understand• Get the person to resign• Replace the person with a like person The Virtual HR Director, LLC
  • 11. Orientation Expectations• Beware of negative messages• The law of primacy• Embrace diversity• Set expectations• Professional program The Virtual HR Director, LLC
  • 12. Adult Learning• How are you training your employees?• Lucky Strikes Mean Fine Tobacco• Lecture• Show• Make them do it• Follow up• Train and retrain The Virtual HR Director, LLC
  • 13. Adult Learning today• Computer based pre-course• Instructor led facilitation• Table discussions• Role plays• On the job implementation• Feed back from participant• Feed back from trainer/manager The Virtual HR Director, LLC
  • 14. Critical Training• Employee handbook• Policy book (management)• Sexual Harassment• Business Conduct and Compliance• Intellectual Property• EEO/AA The Virtual HR Director, LLC
  • 15. Annual Training• Sexual Harassment• Business Conduct and Compliance• Intellectual Property• EEO/AA The Virtual HR Director, LLC
  • 16. Talk, Listen, Commit• Formal Semi-annual TLC’s• Informal TLC’s• You talk• I will listen• We commit The Virtual HR Director, LLC
  • 17. People Issues The Virtual HR Director, LLC
  • 18. 3 by 5’s vs. 2 by 4’s• Three perspectives – Employee – Supervisor – Company• Five Levels of intensity – I would like to talk with you – I want to talk with you – I have to talk with you – I need to talk with you – We need to talk The Virtual HR Director, LLC
  • 19. Ray Danner Tactics• Make an impression• Consistent in your approach• Wind the clock tight – but not at the expense of people• Set high expectations in quality and performance• Take issues head on The Virtual HR Director, LLC
  • 20. Steve Jensen Methodology• Hi D, Hi I, Hi C, Hi S• Strictly business• Nothing personal• Take the bullet The Virtual HR Director, LLC
  • 21. Build TeamRelationships• Team Building – Bowling – Fishing – Soup kitchen – Ride-a-long – Homeless shelter – Food bank The Virtual HR Director, LLC
  • 22. Business Exposure• Assign people to work in other departments and operations• Have other departments speak to the orientation• Meet peers and players in other groups• Internal announcements of new people The Virtual HR Director, LLC
  • 23. Why Do People Leave? Which is the # answer? Supervisor/Boss Opportunity Money The Virtual HR Director, LLC
  • 24. Why Do People Leave? It Depends Opportunity Money The Virtual HR Director, LLC
  • 25. What is my path?• If I can not get another job here, I will go somewhere else………..• Design career paths• Allow individuals to move into other positions with ease• Make this a part of the career development process The Virtual HR Director, LLC
  • 26. Career Development• Is there a formal process?• Do managers understand it?• Do employees understand it?• Are there annual meetings?• Is it a legitimate process? The Virtual HR Director, LLC
  • 27. Friends or Foes
  • 28. Gov’t Relationships• EEOC• State Division on Human Rights• OSHA• Office of Federal Contract and Compliance• Industry specific (DOT, Health, etc.) The Virtual HR Director, LLC
  • 29. They Don’t Let Go• OSHA’s # 1 Customer• EEOC’s # 1 Customer• DOT’s # 1 Customer• FAA/TSA’s top ten Customers The Virtual HR Director, LLC
  • 30. CBO Relationships• National Urban League• Local Urban League• NAACP• National Hispanic Chamber• LaRAZA• OCA• National Disabilities Assoc• GA State Supplier Diversity Program The Virtual HR Director, LLC
  • 31. Food for Thought• Shoney’s• Texaco• Denny’s• The Coca Cola Company• Wal-Mart• The State of South Carolina The Virtual HR Director, LLC
  • 32. HR Professional
  • 33. The Virtual HR Director, LLC
  • 34. Required Knowledge• HR• The Business - Operations• Operational P&L• All Operational Ratio’s• Human Capital Ratio’s – New hire, Training, Turnover, etc.• Understand the latest technology The Virtual HR Director, LLC
  • 35. Required Skills• Leadership• Strategy development• Project management• Team facilitation• Conflict resolution• Create a climate for motivation• Create a culture of inclusion• Utilize the latest technology• Network (in and out of company) The Virtual HR Director, LLC
  • 36. Required Abilities• Communication• Analytical• Flexible• Have fun• Creative• Utilize the latest technology The Virtual HR Director, LLC
  • 37. Understand the NumbersNumber of Leads 4,000 x xConversion Rate 25% = = No. of 1,000 Customers x x 2 No. of x Transactions $100 x = Ave. $$$ Sale $200,000 = x Revenues x 25% Margin = = $50,000 Profits The Virtual HR Director, LLC
  • 38. Hurdles andBest Practices
  • 39. Romance at Work• Peers – the big argument• Customers – brown hunk• Off duty – fdr driver at lunch• SH Boss-Subordinate – CS in Ohio• SH Environment – Ore The Virtual HR Director, LLC
  • 40. Violence in the Workplace• VIWP Policy – Boss & employee duke it out – Shoot out in the Bronx – Helper defending the shield• Emergency Response Protocol• Zero tolerance is best policy The Virtual HR Director, LLC
  • 41. Best Practices• HR Cross-functional – Vision – Mission• HR Cross-functional strategy• HR is easy to do business with• HR understands our needs The Virtual HR Director, LLC
  • 42. Best Practices• Annual HR compliance audit• Annual best practices audit• Annual ERI• Line management CSI• Timely annual reviews• Quality annual reviews by trained supervisors• Proactively teach supervisors how to document The Virtual HR Director, LLC
  • 43. Questions? The Virtual HR Director, LLC