Hire the Best,
Train the Rest
Nicole Machado, PHR,SHRM-CP
Me
Dollars and Sense
➔Total Cost of an employee
◆ Wages
◆ Benefits
◆ Insurances (Workers’ Comp, Unemployment, etc.)
◆ Taxes
➔Cost of Turnover
◆ Advertising
◆ Training
◆ Lost Productivity
Behavior Based Hiring
➔Attitude over Experience
➔Who was successful?
➔Who can be successful?
➔What do they need to succeed?
Behavior Based Interviewing
➔Set the candidate at ease
➔Past behavior is the best predictor
of future behavior
➔Don’t leave with unanswered
questions
The Candle Problem
A Candle Solution
The Surprising Truth
21st Century Motivators
➔ Autonomy
➔ Mastery
➔ Purpose
What about the $$$?
Being Autonomous & Finding Purpose
Achieving Mastery
STAGE 1: Seek To Understand
Tone Matters
Your Employee Brenda
Scenario:
➔Brenda stayed late to help
Veronica
STU, Make sure to:
➔Stick to the facts
➔Check for understanding
➔Brenda said “See, that’s not so
hard now is it” in a sarcastic tone
➔Ask for reflection
➔Veronica feels disrespected by
Brenda
➔Be aware of your tone and body
language
➔You must now speak to Brenda
STAGE 2: Standard - Behavior - Impact
➔ Used for repeat behavior
➔ Still seeking understanding
➔ Focus on discovering the root cause
➔ Brainstorm solutions together
➔ Offer continued support to the employee
Check in with Brenda
Scenario
➔You received a customer
complaint about Brenda
➔She used a “short” tone when
addressing a customer service
issue with a client
SBI, Make sure to:
➔Connect to previous commitment
➔Seek understanding
➔Look for root cause
➔Brainstorm together
➔Be supportive
STAGE 3:
Standard - Behavior - Impact - Consequence
➔Multiple repeats of the same
behavior
➔Stronger message
➔Insist on change
➔Recap expectations
➔Check for understanding
Brenda’s struggles continue
Scenario:
➔We have changed her schedule to
accommodate her commute
➔An employee is in your office to
talk about Brenda
➔She said in a meeting “Who
doesn’t know how to make a work
order?!”
SBIC, Make sure to:
➔Discuss previous commitments
➔Communicate the impact
➔Share potential consequences
➔Come up with a plan
➔Recap commitments
Tracking Employee Coaching
➔Done in real time
➔Easily accessible
➔Stick to the facts
➔Avoid protected class status
➔Write it down:
◆ What happened
◆ What you did
◆ What the employee said
◆ What the outcome was
Conclusion
➔Hire based on attitude and motivation
➔Autonomy, Mastery, and Purpose as
Motivators
➔Feedback Matters
➔Use Teachable Moments to:
◆ Coach
◆ Inspire
◆ Motivate
➔Seek to Understand the root causes of
problems to help empower an employee to
Questions?
Email me:
[email protected]