How to Recruit, Train and Motivate Staff

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How to Recruit, Train and Motivate Staff
Five Steps to Seasonal Staff Success

• Never tell people how to do things.
• Tell them what you want them to achieve and they
  will surprise you with their ingenuity.
• ---General George S. Patton

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Why is it so important to recruit great staff?

• After all, theyre only with you for a short time
  in some cases! Temporary staff, parent
  volunteer, concessionaire
• But your customers dont know that.
• Every customer encounter Counts!

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Why else is it so important to recruit great
staff?

• Each time a customer comes in contact with any
  staff member temporary or seasonalpaid or
  unpaid they make judgments and they make
  choices
• Do I feel good about having my child take part in
  this program?
• Is this I place where my child would have fun?
  Is this a place where I could have fun.
• The staff are rude will I be treated rude?
• The staff are great I bet Ill have a great
  time!

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The Cost to Court a Customer
Hook em
Advertising
P.R.
Promotion
Customer
Customer Service Product Quality
Sales Front-line contact
Keep em coming back for more
Reel em in
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Seasonal Staff Pose UniqueChallenges

• Temporary Mindset
• Lack of accountability
• Little feeling of ownership
• Young
• Inexperienced
• Training time is super short
• Promotion cant typically be used as motivator
• Other challenges?

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Seasonal Staff Offer Unique Opportunities, too!

• Todays seasonal staff may have been last season
  happy customers
• Can often relate to customer
• High energy
• Enthusiasm
• Can be motivated with non monetary reward
• Letters of referral for college applications
• Chance for future work
• Chance to take part in fun activities Trips,
  outdoor adventure, summer fun
• Chance to work with peers meet friends, find
  social outlets
• Have fun!

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Step OneThink Before You Hire

• Step One Think Before You Hire
• Profile Your Perfect Employee
• Determine what you need
• The Minimum
• Certification
• Experience
• Education
• Beyond Education, Experience and Certification
• Values
• Attitude
• Capability
• Open Your Mind

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Step One (continued)Think Before You Hire

• Review/rewrite job descriptions
• Job Responsibilities
• Job Duties
• Job Functions
• Expected Performance Standards
• Compensation
• Growth Opportunities
• Permanent Placement
• Eligible for promotion (upon rehire)

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Step TwoFind Winning Applicants

• Create Your Recruiting Plan
• Finding Potential Applicants
• Print Advertising/Public Relations
• Your Brochure
• Local newspapers
• Local publications
• Newspapers Local, co-op with other area park
  departments and districts
• Magazines Family, Seniors
• Newsletters Church, School, Neighborhood
  Associations, etc

• Broadcast Media
• Networking
• Employee Referrals
• Customer Referrals
• College Campuses
• Senior Centers
• Internships
• Career Expos
• Online recruiting
• Your website
• Local websites

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More Places to Find Winning Applicants

• Brainstorm.

• Make it easy to apply
• Mail
• Fax
• Hand delivered
• Email
• Telephone
• Online
• Kiosks
• On-site
• Off-site
• Career Fairs
• Social Media

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Here are the some of the most widely-used
volunteer matching sites

• Idealist.org
• NetworkforGood.org
• VolunteerSolutions (http//volunteer.united-e-way.
  org/)
• Volunteers of America (www.voa.org)
• VolunteerMatch.org
• PointsofLight.org
• Post a recruitment listing on Craigslist, too!

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Step ThreeSelect Super Staff

• Screening
• Applications
• Online screening
• Interviews
• Checking references
• Previous employers
• Volunteer leadership
• School contacts
• Hiring the Best Employees
• Match the applicant to the job
• Notify all applicants

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Customer Care Do you have what it takes?Do
they have what it takes?
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Customer Care Do you have what it takes?
75-84 Congratulations! You are a CUSTOMER SERVICE SUPERHERO. Your attitude is contagious. Share your enthusiasm with others.

51-74 Good job! You have all the right stuff to deliver AMAZING CUSTOMER SERVICE. Consistency is the key to reaching SUPERSTARDOM.

36-50 Youre on your way. Take a deep breath and focus on the customers needs. Work with your supervisor to make sure you are getting the necessary support to skillfully communicate with customers.

22-35 While you may not love working with people, it is a necessary part of every job. Take small steps to improve your attitude by constructively discussing issues with supervisors and co-workers.

0 21 Yikes! Maybe youd be better off working with robots or animals. On second thought, you probably shouldnt work with animals either or someones likely to call the SPCA (Society for Prevention of Cruelty to Animals) and have you arrested.
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Closing the Generation Gap
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Generation Clarification
Generation Birth Years Famous Man Famous Woman
G.I. 1901-1924 John Kennedy Clare Boothe Luce
Silent 1925-1945 Colin Powell Gloria Steinem
Boomer 1946-1964 Steven Spielberg Oprah Winfrey
Gen-X 1965-1981 Michael Jordan Jodie Foster
Millennials 1982-2002? Frankie Muniz Mandy Moore
9/11 Generation 2002 2020? The Wiggles Dorah the Explorer
Can vary up to three years
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Communication tips for Boomers 1946-1964

• Believe that they know better than anyone else.
• Theyre not interested in products endorsed by
  people from other generations, or in products
  that are really geared for other generations
• As a generation are fanatically self-absorbed
• They distrust authority so communicate benefits
  in honest, straightforward ways
• Yet, they are attracted by celebrity endorsements
  and image
• Very busy - want more, faster, convenient - don't
  mind paying

Source http//www.tomorrowtoday.biz
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More Communication Tips for Boomers 1946-1964

• Product needs to appeal to conspicuous
  consumption (e.g. brand labels on the outside) -
  they want to be seen to be buying class and
  quality They value people with values
• They are moralistic - things must be "right"
• They want to be treated as special
• Nostalgia is the best advertising tactic
• Use music that appeals to them
  anythingwritten during the1960s and 70s.
• Want to be forever young

Source http//www.tomorrowtoday.biz
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Communication tips for Generation Xers (1961
1982)

• Attracted by the visual, musical and dynamic
• Give it to them straight - they are smart, savvy
• Easily bored - they enjoy "clever" tricks and
  being surprised by the unexpected
• Multi-taskers - work on multiple levels at once
• Don't be linear - include mystery and paradox.
  All your messages must be multi-layered, and
  should preferably require multiple exposures to
  appreciate them all.
• Holistic - very aware of the entire operating
  environment of the product and companies involved
  (e.g. Nike "sweat shops").
• Value friendship the "lone ranger" image
  doesn't attract

Source http//www.tomorrowtoday.biz
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More Communication tips for Generation Xers
(1961 1982)

• They want to be treated as individuals
• Value options, choices and customization/personali
  zation. Dont offer a one size fits all
  solution.
• Tough, risk-takers
• Seldom loyal to a product - they will only be
  loyal to a concept or to an image/lifestyle.
  Value inter-active media
• Don't underestimate the value of family and home
  to them, especially the "home comforts" made
  popular by Boomers.
• Have few heroes. Just celebrities.

Source http//www.tomorrowtoday.biz
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Sample Interview Questions

• Remember you cant train personality!
• What make you angry?
• Offer scenarios What would you do in this
  situation?
• Find out how they would handle conflict.

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Marketing Tips for the Millennials 1982-2002

• They exercise huge influence on family spending,
  even over big ticket items dont underestimate
  them.
• They are over-protected, which can lead to a
  certain naiveté.
• They expect to be guided and helped.
• Have a positive view of elderly people - look up
  to them and want to hear from them.
• They are confident - don't treat them like kids.
  They are also street smart and know their
  abilities. But they are so confident they are
  almost arrogant. They dont want to be
  talked-down to.
• They are plugged in - want messages in sound
  bites and in modern media.

• Source http//www.tomorrowtoday.biz

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More Marketing Tips for the Millennials
1982-2002

• They look for heroes - endorsements will work.
• Time is their most precious commodity, not money.
  They are prepared to pay for convenience and time
  saving.
• They respond to up-to-date language - irreverent,
  not politically correct, direct, "harsh" and
  "dark."They are very brand aware
• They want a "drill down approach" to information
  - limited info at first, with options to get
  much more than you think is necessary.

• Source http//www.tomorrowtoday.biz

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Teen Influencers - Where Millenials Get
Information

• Word of Mouth
• Organic
• In the community (Neighborhoods, community
  centers, parks)
• In Schools (Perfect the Partnerships)
• At home (in-home media, parents, siblings)
• Amplified (blogs, social networking sites)
• On-the-go - In automobiles (Outdoor media, radio)
• TV (Network and Cable)

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Teen Influencers Other Places Where Millenials
Get Information

• Magazines
• Internet
• E-mail Advertising
• In-store promotion
• (POP Point of participation)
• Direct Mail
• Promotional Products

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Motivating Todays Teens

• Teens dont quit companies, they quit people
• Style matters
• Way of Life
• Attitude
• The 3 Vs
• Verbal
• Video
• Visual
• Education, not just training

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What teens really want

• Put yourself in their shoes
• Show them their mistakes and how to improve them
• Give them the respect they seek
• Dont be a pushover
• Enjoy a good laugh

• Listen to them
• Have patience with their learning curve
• Reward them
• Dont yell at them
• Train your staff to be patient

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Step Four Reward and Keep the Best Employees

• Realities of Retention
• Losing even one employee hurts
• Causes for turnover must be clarified
• Money isnt everything
• Turnover is avoidable
• Turnover is expensive

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True Colors Assessment and Discussion

• Take the Quiz
• Discuss the Results
• Apply the Information
• Training
• Motivation

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First Impressions are Critical

• The First Day Orientation
• Welcome
• Familiarization
• Policies and Procedures
• Unwritten rules
• Culture
• Prepare the Environment
• The Details
• The People
• Orientation
• Mission/Purpose of the Organization
• History

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More Issues to Address on Orientation Day

• Org Chart
• Organizational Relationships
• Employee Philosophy
• Customer Philosophy
• Product/Services

• Tour
• Employees position
• Dress Code
• Hours and Time
• Policies and Procedures
• Finding Assistance
• Questions

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Ongoing Communication

• Control Rumors and gossip
• Informal
• Face-to-face
• Electronic
• Control cliques
• Learn to listen
• Formal
• State of the Department Addresses
• Newsletters
• Surveys

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How do you like your recognition

• Self Assessment

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Motivation Memory

• Think about a time when someone motivated you
• To take a job
• Go out with you
• Clean your room
• Take out the garbage
• Give you money

• Who was it?
• Child
• Coworker
• Boss
• Spouse
• What did they do to motivate you?

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Motivation Theory

• HO! HO! HO!
• B.F. Skinner
• What kind of a Motivator are YOU?
• Theory X (Crime and Punishment)
• Theory Y (Cheers)
• Theory I (The Invisible Man)
• Your Motivation Theory
• Which of the management motivation theories do
  you most subscribe to?
• What will you do to better meet the needs of your
  staff?

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RECOGNITION AND INCENTIVE TRENDS

1. Day-to-day recognition is more important than
   incentive awards
2. Small, very frequent awards
3. Focus on the family
4. Time as reward
5. Flexibility as reward
6. Team vs. individual awards and training

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RECOGNITION AND INCENTIVE TRENDS

• On-the-spot rewards
• Gift Cards
• Movie Tickets
• Lunch Pass
• Rewards for training and education
• Bottom-line is bottom-line. Return on investment
  scrutinized

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Motivation Techniques

• Show real concern
• Set specific goals
• Reward performance
• Reward attendance
• Boost Self Esteem
• Reward Longevity
• Give feedback

• Provide career growth opportunities
• Permanent placement
• Within your organization
• With other organizations
• Training and education
• Rotation
• Rewards/Incentives

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Ten Deadly De-Motivators

• Unclear Expectations
• Politics
• Unproductive Meetings
• Constant Change w/out Explanation
• Dishonesty

• Secrets
• Discouraging Input
• Unfairness
• Being taken for granted
• Being forced to do poor quality work

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Step Five Learn from Departures
See ya!

• Ten Reasons Why Employees Choose to Leave
• Financial Needs
• Lack of Competitive Salaries
• Inadequate Benefits
• Poor Communication
• Negative Workplace Environment
• Lack of Recognition
• Unfair and Inequitable Treatment
• Inadequate job challenge
• Lack of job security
• Family/Work conflicts

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Exit Interviews

• Guarantee confidentiality
• Determine reason(s) for resignation
• Determine employees feelings about the
  organization
• If applicable, inquire whether the employee is
  interested in future employment
• Exit Interview Questions

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In conclusion

• As you plan, recruit, interview, train, reward
  and say farewell always remember
• Todays customers can become tomorrows best
  staff!
• Todays seasonal staff or jr. counselor might
  someday be your best permanent employee.
• Todays employee will one day have kids of their
  own!
• As staff go through their lives and careers you
  never know who will be your next big donor,
  sponsor or board member.
• So whats the bottom line Treat everyone who
  works for you no matter how for a day or a
  lifetime, paid or volunteer as a price resource!