© 2009, Educational Institute
Chapter 14
Managing Human Resources
Managing Front Office Operations
Eighth Edition
(333TXT ...
© 2009, Educational Institute
Competencies for
Managing Human Resources
1. Describe the advantages and disadvantages of
in...
© 2009, Educational Institute
Internal Recruiting—Advantages
• Improves morale of promoted employee
• Improves morale of o...
© 2009, Educational Institute
Internal Recruiting—Disadvantages
• Promotes inbreeding
• Lower morale for those skipped ove...
© 2009, Educational Institute
Internal Recruiting—Methods
• Cross-training
• Succession planning
• Posting job openings
• ...
© 2009, Educational Institute
External Recruiting—Advantages
• Brings new talent, new ideas into a company
• Enables recru...
© 2009, Educational Institute
External Recruiting—Disadvantages
• Difficult to find a good fit with company’s culture
• Ma...
© 2009, Educational Institute
External Recruiting—Methods
• Advertising: internal; Intranet; website; media
• Networking
•...
© 2009, Educational Institute
Common Interviewing Errors
• Similarity error
• Contrast error
• Overweighting negative info...
© 2009, Educational Institute
Interviewing Objectives
• Establish working relationship
• Collect information from applican...
© 2009, Educational Institute
Closed-Ended Questions
Prompt applicants to answer with “yes,” “no,” or
other short response...
© 2009, Educational Institute
Open-Ended Questions
Prompt applicants to answer with more than just “yes,”
“no,” or other s...
© 2009, Educational Institute
Four-Step Training Method
1. Prepare to train
2. Present the training
3. Practice skills
4. ...
© 2009, Educational Institute
Alternative Scheduling Techniques
• Part-time scheduling
• Flextime scheduling
• Compressed ...
© 2009, Educational Institute
Motivating Employees
• Training
• Cross-training
• Recognition
• Communication
• Incentive p...
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Chapter 14

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Chapter 14

  1. 1. © 2009, Educational Institute Chapter 14 Managing Human Resources Managing Front Office Operations Eighth Edition (333TXT or 333CIN)
  2. 2. © 2009, Educational Institute Competencies for Managing Human Resources 1. Describe the advantages and disadvantages of internal and external recruiting methods. 2. Summarize the selection process, including how managers use selection tools, evaluate applicants, and interview applicants. 3. Identify the steps in effective hiring and orientation. 4. Explain the four-step training method. 5. Identify techniques that front office managers can use to schedule and motivate staff members.
  3. 3. © 2009, Educational Institute Internal Recruiting—Advantages • Improves morale of promoted employee • Improves morale of other staff members • Managers can better assess the abilities of internal recruits • Successions help reinforce a company’s internal career ladder • Lower costs than external recruiting
  4. 4. © 2009, Educational Institute Internal Recruiting—Disadvantages • Promotes inbreeding • Lower morale for those skipped over for promotions • Skipped-over staff may feel favoritism exists • Filling a gap in one department may create a more critical gap in another
  5. 5. © 2009, Educational Institute Internal Recruiting—Methods • Cross-training • Succession planning • Posting job openings • Paying for performance • Maintaining a call-back list
  6. 6. © 2009, Educational Institute External Recruiting—Advantages • Brings new talent, new ideas into a company • Enables recruiter to find out about competing companies • Reinforces positive aspects of a company • Avoids “politics” of internal recruiting • Serves as a form of advertising
  7. 7. © 2009, Educational Institute External Recruiting—Disadvantages • Difficult to find a good fit with company’s culture • May create morale problems if no opportunities for current staff • Orientation takes longer • Lowers productivity in the short run • Conflicts with internal and external recruits
  8. 8. © 2009, Educational Institute External Recruiting—Methods • Advertising: internal; Intranet; website; media • Networking • Temporary employment agencies • Employee referral programs • Tax credits • Workers with disabilities
  9. 9. © 2009, Educational Institute Common Interviewing Errors • Similarity error • Contrast error • Overweighting negative information • First-impression error • Halo effect • Devil’s horns • Faulty listening and memory • Recency error • Nonverbal factors
  10. 10. © 2009, Educational Institute Interviewing Objectives • Establish working relationship • Collect information from applicant • Provide information to applicant • Promote the company • Create goodwill
  11. 11. © 2009, Educational Institute Closed-Ended Questions Prompt applicants to answer with “yes,” “no,” or other short responses. Examples: • “Do you like your current job?” • “When did you graduate?” • “How long have you lived in this city?” • “Who suggested that you apply for this position?”
  12. 12. © 2009, Educational Institute Open-Ended Questions Prompt applicants to answer with more than just “yes,” “no,” or other short responses. Examples: • “What do you dislike about your current job?” • “Can you describe the best boss you’ve had?” • “How would your co-workers describe you?” • “What was the worst thing that happened to you at work? How did you handle it?” • “What do you want to be doing three years from now?”
  13. 13. © 2009, Educational Institute Four-Step Training Method 1. Prepare to train 2. Present the training 3. Practice skills 4. Follow up
  14. 14. © 2009, Educational Institute Alternative Scheduling Techniques • Part-time scheduling • Flextime scheduling • Compressed schedules • Job sharing
  15. 15. © 2009, Educational Institute Motivating Employees • Training • Cross-training • Recognition • Communication • Incentive programs • Performance appraisals

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