Management Best Practices

HR 101: Interview Lingo: Words You Need to Know – Revisited

Ever wonder what the difference is between “terminating” an employee and “firing” an employee, or if there is any difference at all? Easy Small Business HR’s “HR Dictionary” takes the mystery out some of the human resources jargon by highlighting some of the basic definitions of words most often used by those in the position to hire and manage staff. Some basic terms used by HR professionals when interviewing candidates. Below is a small sampling. More terms can be found at the Easy Small Business HR – HR Dictionary page.

Behavioral Interview – an interview technique that requires that the person being interviewed provide specific examples that support their responses. The following is an example of a behavioral interview question: Share with me a mistake that you made in your last job. Describe the mistake, how you handled it and what you learned from the mistake?

Close Ended Question – A question that based on the phrasing, can be responded to by stating either “yes”, “no”, “sometimes”, or some other very limited type of response. Close ended questions should be avoided whenever possible if the goal is to obtain detailed information about an applicant’s experience and abilities.

An example of a closed ended question might be: “Do you think that you can handle the fast paced nature of this job”, or, Do you have good interpersonal skills?

Interview – a conversation between the interviewer and the interviewee which allows for the gathering of information on a candidates skills and experience. It is also an opportunity for the applicant to highlight their experience and communication skills as well as to learn more about a particular position or company.

Open Ended Question – A question that requires a detailed response from the applicant. An example of a open ended question might be: “Describe for me the process of creating a database, step by step”?

Get more tips on interviewing, hiring, managing and engaging your employees. Dianne Shaddock is the President of Easy Small Business HR, Employee Hiring and Managing Tips and the author of the eGuide, “How To Supervise: What Your Boss Never Told You Before You Took the Job“, A Step-By-Step Guide For New and Seasoned Managers.

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Four Pillars: What It Takes to Succeed as a Leader

There are many traits that support an individual’s success when assuming a leadership or executive role. Clearly, there are numerous books, studies, and entire programs built around building leadership capacity. Here are four basic pillars that serve as a foundation for strong, capable leaders:

1. Skills. These are the raw capabilities of communication, presenting, negotiating, motivating, and leading. Many leaders with whom I partner are working on building their skills in these areas, among others. Leaders must have a clear, compelling and passionate point of view relative to what they do, why they do it, where they are leading the organization, and have the ability to instill emotional energy around their perspective. These skills may have a component of natural capability; yet, they may be also acquired. These skills are then translated into our leadership behaviors which may continue to be refined, taught, learned, and mastered.

2. Knowledge (the smarts!). Knowledge can indeed translate into power. This knowledge may be around product, solution, financial, trend, historical, industry, and even shrewd competitive knowledge. This is an executive’s body of knowledge, their relevant content, and the information by which they govern and lead their organizations. Knowledge is certainly critical; yet, unlike what many believe, it is not the only factor needed to succeed as a leader. It may simply be the one attribute which opens the door to opportunity. It will not keep an executive on an upward trajectory without balance in the other areas.
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Managing on a Budget: How to Reward Employees

Small business owners generally don’t have big bucks to retain employees with pricey perks. But never fear—you can reward employees without sacrificing your sanity or your profit. Check out these creative ways to reward employees effectively and affordably:

Rewarding employees by improving their work/life balance

Provide telecommuting options.

Devise a flexible schedule plan. Offer a 4-day workweek—some companies allow this type of schedule year-round while others offer it only during the summer months. Also consider allowing flex-scheduling, which allows employees to, for example, adjust their work hours so they start and leave later in the day.

Plan team-building, morale-boosting activities that take place away from the office.

Rewarding employees by making gestures of gratitude

Give an unannounced half-day off on a holiday staffers don’t typically receive time off for, such as New Year’s Eve or President’s Day.

Provide the opportunity to work on a high-profile project, such as a task force or committee. This is one of the more creative ways to reward employees because it not only gives the employee more visibility within the organization it also provides him or her with valuable work experience.

Award gift cards to grocery stores or gas stations

Recognize employee accomplishments publicly. You might publish it in the company newsletter, announce it over the intercom system, or applaud it at a corporate gathering.

Enter a recognition letter into the employee’s personnel file.

Host a home-cooked meal for staffers.

Treat employees and their spouses to a lunch or dinner.

Be a good leader (this one, of course, is a smart way to retain employees no matter what your budget!)

As a small business owner or manager wondering how to reward employees, don’t fall into the trap of thinking you’re limited by a less-than-ideal budget. Retain your most valuable asset—your employees—by recognizing their hard work and boosting morale. Start finding ways to reward employees.

Can you share any creative ways to reward employees?

Dianne Shaddock is the President of Easy Small Business HR, Employee Hiring and Managing Tips and the author of the ebook “How To Supervise: What Your Boss Never Told You Before You Took the Job“. A Step-By-Step Guide For New and Seasoned Managers.

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Are Your Employees Scaring Your Customers Away? Teaching Customer Service

What is good customer service and how do you teach good customer service to your employees?

This post is one of my personal favorites. I wrote it based on an experience that I had last year when I decided to try a new Opthalmologist.

Based on the types of queries that I receive from managers, customer service skills… quality customer service skills is a top priority for many businesses.

Anyone in any type of service industry can get some insights on how even perceived slights can send your customers running to your competitor’s door!

Are Your Employees Scaring Your Customers Away?

It was time for my yearly eye exam and I decided to change my Ophthalmologist. I needed to find an optical shop closer to home.

I spent a lot of time finding this particular optical shop and was happy that the shop was conveniently located, had plenty of parking available, and was open during the evenings and weekends.

When I called to schedule the appointment, the receptionist was very pleasant and accommodating. Convinced that I had found the perfect place for all of my optical needs, I scheduled my appointment.

On the day of the appointment, a friendly employee at the front desk greeted me. She took all of my pertinent information and asked me to “Take a seat, the Doctor will be with you soon.”

Things quickly went down hill from there.

The Doctor greeted me with a loud, “Next victim”! I guess this was my cue to go into his office, which I did.

The actual exam was quite uneventful. When it was over, he uttered, “Let’s get to why you’re really here; to get contact lenses”.

No, why I’m really here is to get my annual eye exam. I never mentioned needing contact lenses; but I guess he knew better than I why I scheduled an appointment with him.

The kicker was when the doctor led me out of his office, and in the public waiting area bellowed, “Have a good day and stay out of jail”.

Have a good day and stay out of jail? Hmmm. Not sure what it was about me that made him think that I might be prone to being on the wrong side of the law…

In case you’re wondering, I’ll never go back to this optical shop. And, I’ve told everyone who would listen about my experience. Of course I can’t tell the story without including the name and location of the optical shop. I don’t want my friends and family members to have the same experience as I had.

I’m guessing that the doctor thought he was being “friendly”, “funny”, “witty”, “familiar”, (choose one). I found him to be “offensive”, “unprofessional”, and “obnoxious”, (choose all).

One of the biggest mistakes that small businesses make is not ensuring that all of their employees are trained to interact with customers in a professional manner.

If you want to retain the customers that you have and benefit from the customers that they may refer your way, it behooves you to set some basic standards relating to your expectations on how to best interact with customers. That includes setting standards as to what type of small talk is appropriate, and examples of what is considered inappropriate. Otherwise, you’re leaving a lot of money on the table, and putting your reputation as a business on the online.

Dianne Shaddock is the Founder of Easy Small Business HR, Employee Hiring and Managing Tips. Through the Employee Hiring and Managing Tips podcast, blog, and weekly ‘quick tips’ e-newsletters, Dianne offers expert advice on how to make better hiring decisions, manage difficult employees, develop employee policies, motivate staff, and so much more. No stuffy, corporate HR policy lingo; but straight forward, easy to understand and implement advice for businesses just like yours. Stay ahead of the curve and go to Easy Small Business HR for more tips on how to hire and manage your staff effectively.

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More articles: Easy Small Business HR Blog

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