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THE SELF MANAGEMENT GROUP
SELECT . DEVELOP . RETAIN . TOP PERFORMERS
and Hospitality Screen
www.DeltaHotelsCareers.com
THE SELF MANAGEMENT GROUP
SELECT . DEVELOP . RETAIN . TOP PERFORMERS
AGENDA
• Introduction
• How Profiles will be used at Delta
• Interpreting Profile Scales
• Understanding Hospitality Screen
SELF MANAGEMENT - THE #1 COMPETENCY OF TOP PERFORMERS!
PROFILES & SELECTION RESEARCH & VALIDATION LEARNING SYSTEMS
• Founded in 1979
• Privately held
• Head Quartered in Toronto, Canada with distribution in Canada, USA, Europe and Asia
• For over 25 years we have provided selection profiles and training workshops to blue chip companies in financial services, pharmaceuticals, hospitality, retail, manufacturing and information technology
• Over 4,000,000 profiles scored
THE SELF MANAGEMENT GROUP
SELECT . DEVELOP . RETAIN . TOP PERFORMERS
THE SELF MANAGEMENT GROUP
SELECT . DEVELOP . RETAIN . TOP PERFORMERS
INTRODUCTION• What is the Customer Care PRO?
– Psychometric profile that predicts candidate success and supports effective coaching
• What is the Hospitality Screen?– Combination Screen/Profile that directs the energies of the
recruiter with the candidate
• Why were SMG Profiles selected vs. other tools?– Identifies candidates strengths, assesses fit, multi-lingual,
validated at Delta Hotels
THE SELF MANAGEMENT GROUP
SELECT . DEVELOP . RETAIN . TOP PERFORMERS
INTRODUCTION
• What is in it for me?– The Customer Care PRO helps you select the right person
for the right job. It reduces turnover/increases retention
• How is this good for the company?– Supports a great Delta team– Increased customer satisfaction – repeat business– Increased job satisfaction for both the employee and the
manager
THE SELF MANAGEMENT GROUP
SELECT . DEVELOP . RETAIN . TOP PERFORMERS
HOW WILL THIS BE USED?• Candidate Submits Resume and Completes Delta
Hotels Application for Review
• Candidate is contacted by People Resources for initial screening and comfort and appropriate candidates are invited to complete the Hospitality Screen
• The candidate will complete the Hospitality Screen
THE SELF MANAGEMENT GROUP
SELECT . DEVELOP . RETAIN . TOP PERFORMERS
HOW WILL THIS BE USED?• Results of the profile will be automatically sent to
People Resources for review• Candidate is called for interview• Decision to proceed is based upon:
– Interview process– Hospitality Screen prediction of candidate success
• In some cases a full Customer Care Pro may be requested
Introducing
The
• The CustomerCarePro™ is designed for the selection, training and coaching of people for customer contact centers, call centers, hospitality and other roles that require first-rate client/customer relationship management.
. strategic human asset management tool
. powerful coaching tool
. selection tool
. personal development tool
. retention tool
Management Report
Suitability for Customer Care Service and Sales
I. Prediction of Sales and Service Potential
II. Sales and Service Competencies
III. Coach to Success
IV. Communications Style
V. Attitudes
VI. Emotional Intelligence
VII. Summary of Scores
Prediction of Sales Potential
Business Development
Approach to Client
Need for Script and/or Structure
Outbound Sales Service/Inbound
Coach to Excellence Not Likely
Tough/Persistent Potentially Weak Closer
Does not want Depends on ItWorks within Guidelines
Cross Selling
continued…..
I. Prediction of Sales and Service Potential
With Training
Soft/Persistent
Managing Rejection
A People Person?
Detail Orientation
Handles Well Very Uncomfortable
Definitely Not Interested
Analytical Not Detail Oriented
Handles OK
I. Prediction of Sales and Service Potential (continued)
People are OK
As Required
Goal Orientation
A Self Manager?
Comfort with Conflict
Loyalty
A Natural Needs Process
Comfortable Uncomfortable
Company Focus Self InterestClient/Company
continued…..
II. Sales and Service Competencies
With Coaching
Handles OK
Short Term/Intense Long Term/Relaxed
Communications StyleAsk/Listen Balanced Tell the Person
Overall Attitude
Managing Lifestyle
Very Positive Some Concerns
Manages Very Well Needs Coping Strategy
II. Sales and Service Competencies (continued)
Manages
Decisive Indecisive
ConfidenceFeels in Control Average Confidence Low Confidence
Decision Making
Self Management / Enterprising Potential
Self Managing/ Self Evaluating/ Proactive/Seeks Opportunities
Process Oriented, Responsive
III. Coach to Success
ENTERPRISING POTENTIAL (EP)
Enterprising Potential is based on the EP scale and provides information about personal planning, time management and self management to achieve specific goals. People who are not consistent self managers will be unlikely to sustain activity on a consistent basis. If one manages oneself effectively, it is an important factor in being credible and being able to manage others effectively.
Score Interpretation
< 10 Seeks coaching and feedback; responsive; supportive
10 to 20 Prefers a structured work environment; more responsive than proactive
20 to 30 Benefits from structure and feedback; coachable
30 to 40 High average potential to self manage effectively
40 + Good self-management potential; very proactive; low need for giving or receiving feedback
(MP) Motivational Potential/Approach to Client
Results Focused; Bottom Line; High Sense of Urgency Relaxed/ Easy Going
Service Orientation Long-Term Goals
Loyalty
III. Coach to Success
Score Interpretation
< -20 Very service oriented, relaxed and dependable
-20 to -11 Motivated primarily by the people side of the business
-10 to +10 Balance between people/service and challenge
+11 to 30 Goal oriented with sense of urgency
> +30 Very ‘bottom line’ risk taker. May be too strong for some cultures
MOTIVATIONAL POTENTIAL (MP)
Motivational Structure is based on the MP scale and is reflected in goal setting (long or short term), sense of urgency (low or high) and such factors as self interest vs. interests of others.
(IP) Need for Script and/or Structure (Fit)
Needs To Create Own Structure Too Independent For Some Cultures
Potential Rule Breaker
Depends On Script/Structure Relies On
Team Members
III. Coach to Success
INDEPENDENCE POTENTIAL (IP)
Based on the IP scale, Independence Potential reflects the approach to structure and systems. Most managers would tend to exhibit some level of independence and comfort creating their own structure. This scale is very much a factor in fitting the individual to the environment. Some individuals are too independent for some environments.
Score Interpretation
< -25 Very Team Oriented
-25 to -11 Strong Team Orientation
-10 to +10 Able to integrate personal structure with most organizational structures
+11 to +25 Independent and comfortable creating structure as required
> +25 This candidate is very independent and may resist any existing structure
COMFORT WITH CONFLICT (CWC)
Enjoys Conflict And May Even Create It To Further Own Goals
Not Comfortable Dealing With Conflict
III. Coach to Success
COMFORT WITH CONFLICT (CWC)
Comfort with Conflict (CWC) measures the person’s comfort in situations where there is conflict or potential for conflict. Those on the left end of the scale are generally comfortable with conflict and those on the right end tend to avoid conflict.
Score Interpretation
< 0 Will avoid conflict and may become stressed or emotional in situations where conflict is a regular occurrence.
0 to 19 Can handle conflict. Will prefer to avoid.
20 to 39 Generally comfortable with conflict and able to deal with frank discussion.
> 40+ Comfortable with conflict. At ease presenting unpopular points of view. May engage
in debate. May use conflict to further own agenda.
COMMUNICATIONS STYLE
People Orientation
Analytical Orientation
. Friendly, Outgoing
. Reserved, Build Relationships slowly
. Factual, analytical
. Learns the essentials
People Orientation
Shy, Reserved/ Builds Relationships Slowly
Outgoing, Very Friendly
IV. Communication Style
PEOPLE ORIENTATION (PO)
The People Orientation (PO) scale provides an insight into the approach to building relations with other people and the degree that he/she is motivated by and derives satisfaction from the meeting and interacting with other people. This will be reflected in how much the person would enjoy and his/her approach to such managerial roles as providing feedback, giving presentations and recruiting people into the business culture.
Score Interpretation
< -20 Does not enjoy a lot of interaction with others outside personal friends and acquaintances. May appear aloof to others.
-20 to 0 Builds relationships over period of time
0 to +20 Enjoys and is motivated by interacting with others
Analytical Orientation
Pays Little Attention To Detail Learns The Necessities
Analytical / Factual
IV. Communication Style
INVESTIGATIVE ORIENTATION (INV)
Based on the INV scale, the Investigative Orientation reflects the degree to which learning is important. The scores on this scale will be significant in issues such as learning and passing on technical information and attention to detail. An interest in continuous learning is important in developmental managers but may not be an issue for all managers.
Score Interpretation
< -20 Learning and education are not strong motivators. May lack attention to detail
-20 to 0 Unlikely to view learning as a strong motivator. Will learn what is required.
0 to +20 Will find satisfaction in learning and show attention to detail
> +20 Enjoy learning but may become absorbed in detail
Self Confidence
Sees Self As In Control; Takes Responsibility for own Actions
Possible Over-confidence
Controlled By External Circumstances
V. Attitudes
SELF CONFIDENCE
Based on the Self Directed (SD) scale. It indicates the extent to which he/she believes in him/herself and feels in control of the issues in his/her life. Feelings of confidence are important in managing successfully and taking responsibility for one’s own actions.
Score Interpretation
0 - 25 Demonstrate feelings of not being in control of circumstances
25 to 35 Modest level of self confidence
35 to 50 Quite Confident
50+ Feeling very much in control and assuming responsibility for own actions
Lifestyle Management
Managing Lifestyle Effectively
Has Difficulty Coping At Times
Possible Mentor
V. Attitudes
LIFESTYLE MANAGEMENT (LM)
The Lifestyle Management scale indicates how he/she is currently dealing with stress in his/her career and lifestyle. Numerous studies have shown that those who are having difficulty managing stress do not perform well. If that is an issue, they should be helped with counseling, mentoring and/or stress management training.
Score Interpretation
0 - 25 Appear to be having difficulties coping with stress
25 to 35 Modest level of lifestyle management
35 to 50 Handling well
50+ Show very strong coping skills (could mentor others)
Networking and Self Promotion
Comfortable Networking and Promoting Self
Needs coaching
Possible Mentor
V. Attitudes
NETWORKING AND SELF PROMOTION (NSP)
The Networking and Self Promotion scale indicates his/her willingness to promote him/herself and the business. This scale is an important factor in determining his/her suitability for careers that require a degree of self promotion, building personal networks, handling rejection and to a lesser degree, having an interest in sales as a career. A low score on this scale would be considered an attitudinal block to performance in some customer service roles.
Score Interpretation
0 - 25 Not comfortable promoting self or company
25 to 35 Modest comfort promoting oneself or business
35 to 50 Strong attitude to NSP
50+ Very strong networker and business builder
Listening Style
Good Listener
Needs Mentoring
Possible Mentor
V. Attitudes
LISTENING STYLE (LS)
Listening Style is an scale based on the answers to a series of questions which describe the individual’s approach to listening to the concerns of other people. The questions deal with patience, actually trying to understand the other person and overall courtesy.
Score Interpretation
0 - 25 May appear impatient, or indifferent.
25 to 35 Modest level of listening
35 to 50 Handling well
50+ Show very strong listening skills (could mentor others)
UNCERTAINTY COEFFICIENT (UC)
PROVIDES:
insight into validity of answers by showing extent that candidate is responding in socially desirable manner
VII. EMOTIONAL INTELLIGENCE
VII. EMOTIONAL INTELLIGENCE (continued)
Customer Care Pro - Sample Report
THE SELF MANAGEMENT GROUP
SELECT . DEVELOP . RETAIN . TOP PERFORMERS
DELTA HOTELSCURRENT CUSTOMIZED
RANGES
The following 4 slides represent Delta Specific customizations based on the most recent validation data. These customizations will be updated and will form part of the actual report generated when a candidate completes their profile. These are to be used as guidelines when making an informed selection decision.
• The ADMIN PRO™ is a state-of-the-art psychometric profiling tool that measures the potential for success and suitability to specific careers in an administrative environment including the following: Office Manager Marketing Assistant Administrative Assistant Staff Support
• The Personal Orientation Profile (POP™) has been used to select competitive sales people for over 20 years. It has been validated in a wide variety of competitive sales cultures and has been shown to predict performance and retention. Use the POP to select for sales positions where compensation is primarily based on commissions.
The POP provides sales management with feedback, interview questions and coaching suggestions on:
• Business Development • Motivational Structure • Closing Style • Approach to Structure • Communication Style • Probable Performance Levels • Probable Retention • Self Confidence • Managing Call Reluctance • The POP provides each candidate with an overview of strengths and some career
counseling on what to seek and what to avoid in career paths.
• The MANAGEMENTPRO™ is a state of the art profiling tool that assesses the factors that allow managers to manage people and performance together effectively.
The MANAGEMENTPRO™:• is an essential selection and succession planning tool • provides an overview of personality traits as they apply to management roles • assesses emotional intelligence • assesses leadership style, comfort with conflict, lifestyle management and much
more • provides coaching and development strategies • provides feedback on matching to mentors, peers and staff • The MANAGEMENTPRO™ provides each individual with an overview of strengths
and some career counseling on what to seek and what to avoid in career paths.
The Hospitality Screen is designed to provide insight into the strengths of individuals seeking positions in the hospitality market sector. By identifying and understanding personal strengths as well as identify growth opportunities, managers will be able to select people for hospitality positions and fit them to suitable roles. This profile will also help managers coach their people more effectively.
The HospitalityScreenTM provides an efficient and economical solution to the challenge of targeting and screening a high number of potential recruits. The HospitalityScreenTM:
•is an on-line 24/7 pre-employment assessment tool.
•uses organizational specific criteria to assess talent, work history and probability of success
• uses a series of standardized, objective and validated questions
•provides data which can be measured and integrated with selection processes as the basis for continuous improvement
HospitalityScreen™
Standardized format
Information at a glance
Effort from Background
Job Stability and Experience
Fit from Attitudes
Self Confidence and Commitment to Service
Talent from Characteristics SM, Motivation and Social
Orientation
Creates own process, Self-evaluating, Proactive, Seeks Opportunities
Needs existing process, seeks feedback, responsive
Results Focus, High Urgency, Bottom Line
Service/People Focus, Relaxed, Loyal
Non-Conformist, Comfortable in Unstructured Environments
Conformist, Prefers Structured Environments
Very Comfortable, Enjoys – May Seek
Not Comfortable, Dislikes - Avoids
Energized by meeting new people, Outgoing, Friendly
Builds Relationships Slowly, Shy, Reserved
Very Analytical
Pays little attention to detail, Learns the necessities
Sees Self as in Control: Takes Responsibility for own Actions
Controlled by external circumstances; investigate
Managing Lifestyle Effectively
Has difficulty coping at times
Demonstrates a personal interest in a service career.
Potential barrier to performance
Investigate
Accept at face value
Insight into validity of answers by showing extent that candidate is responding in socially desirable manner.
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