How to Recruit, Train and Motivate Staff

1. 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

2. Why is it so important to recruit great staff? • After all, they’re only with you for a short time in some cases! Temporary staff, parent volunteer, concessionaire… • But your customers don’t know that. • Every customer encounter Counts!

3. Each time a customer comes in contact with any staff member – temporary or seasonal—paid 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 I’ll have a great time! Why else is it so important to recruit great staff?

4. 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

5. Seasonal Staff Pose UniqueChallenges • Temporary Mindset • Lack of accountability • Little feeling of ownership • Young • Inexperienced • Training time is super short • Promotion can’t typically be used as motivator • Other challenges?

6. Seasonal Staff Offer Unique Opportunities, too! • Today’s 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!

7. 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

8. 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)

9. 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 Step TwoFind Winning Applicants

10. Brainstorm…. Make it easy to apply Mail Fax Hand delivered Email Telephone Online Kiosks On-site Off-site Career Fairs Social Media More Places to Find Winning Applicants

11. 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!

12. 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

13. Customer Care – Do you have what it takes?Do they have what it takes?

14. Customer Care – Do you have what it takes?

15. Closing the Generation Gap

16. Generation Clarification* *Can vary up to three years

17. Communication tips for Boomers1946-1964 • Believe that they know better than anyone else. • They’re 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

18. 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

19. Communication tips for GenerationXers (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

20. They want to be treated as individuals Value options, choices and customization/personalization. Don’t 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. More Communication tips for Generation Xers (1961 – 1982) Source: http://www.tomorrowtoday.biz

21. Sample Interview Questions • Remember –you can’t train personality! • What make you angry? • Offer scenarios – What would you do in this situation? • Find out how they would handle conflict.

22. MarketingTips for the Millennials 1982-2002 • They exercise huge influence on family spending, even over big ticket items – don’t 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 don’t want to be ‘talked-down’ to. • They are plugged in - want messages in sound bites and in modern media. • Source: http://www.tomorrowtoday.biz

23. 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. More Marketing Tips for the Millennials 1982-2002 • Source: http://www.tomorrowtoday.biz

24. 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)

25. Teen Influencers – Other Places Where Millenials Get Information… • Magazines • Internet • E-mail Advertising • In-store promotion • (POP – Point of participation) • Direct Mail • Promotional Products

26. Motivating Today’s Teens • Teens don’t quit companies, they quit people • Style matters • Way of Life • Attitude • The 3 Vs • Verbal • Video • Visual • Education, not just training

27. What teens really want… • Put yourself in their shoes • Show them their mistakes and how to improve them • Give them the respect they seek • Don’t be a pushover • Enjoy a good laugh • Listen to them • Have patience with their learning curve • Reward them • Don’t yell at them • Train your staff to be patient

28. Step Four: Reward and Keep the Best Employees • Realities of Retention • Losing even one employee hurts • Causes for turnover must be clarified • Money isn’t everything • Turnover is avoidable • Turnover is expensive

29. True Colors Assessment and Discussion • Take the Quiz • Discuss the Results • Apply the Information Training Motivation

30. 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

31. “Org Chart” Organizational Relationships Employee Philosophy Customer Philosophy Product/Services Tour Employee’s position Dress Code Hours and Time Policies and Procedures Finding Assistance Questions More Issues to Address on Orientation Day

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

33. How do you like your recognition… • Self Assessment

34. 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?

35. 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?

36. RECOGNITION AND INCENTIVE TRENDS • Day-to-day recognition is more important than incentive awards • Small, very frequent awards • Focus on the family • Time as reward • Flexibility as reward • Team vs. individual awards and training

37. 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

38. 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 Motivation Techniques

39. 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 Ten Deadly De-Motivators

40. 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 Step Five: Learn from Departures See ya!

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

42. In conclusion… • As you plan, recruit, interview, train, reward and say farewell always remember… • Today’s customers can become tomorrow’s best staff! • Today’s seasonal staff or jr. counselor might someday be your best permanent employee. • Today’s 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 what’s 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!