ProStart Year 1 Chapter 8ProStart Year 1 Chapter 8Working with PeopleWorking with People

WHAT WOULD THE WORLD WHAT WOULD THE WORLD LOOK LIKE IF WE WERE ALL LOOK LIKE IF WE WERE ALL

ALIKE?ALIKE?

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HOW THE WORLD LOOKS HOW THE WORLD LOOKS WITH DIVERSE CULTURESWITH DIVERSE CULTURES

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LOOKING AT EMPLOYEE LOOKING AT EMPLOYEE DIVERSITY AS AN ASSETDIVERSITY AS AN ASSET

Customers can be drawn in and often feel Customers can be drawn in and often feel more comfortable if they see employees more comfortable if they see employees with a similar heritage, culture, and with a similar heritage, culture, and background.background.

Employees of various backgrounds provide Employees of various backgrounds provide a wide variety of ideas about marketing a wide variety of ideas about marketing approaches, menu items, service behaviors approaches, menu items, service behaviors and other aspects that can help and other aspects that can help organizations attract and keep customers.organizations attract and keep customers.

What are some steps for What are some steps for developing positive attitudes developing positive attitudes

toward people?toward people?

AnswerAnswer

Become aware of your own stereotypesBecome aware of your own stereotypes Learn about the different cultures Learn about the different cultures

represented at an operationrepresented at an operation

DEALING WITH PEOPLE WITH DIFFERENT DEALING WITH PEOPLE WITH DIFFERENT CULTURAL BACKGROUNDSCULTURAL BACKGROUNDS

Be aware that not everyone has the same Be aware that not everyone has the same behaviors you do.behaviors you do.

If you think you have offended someone, clarify If you think you have offended someone, clarify and apologize.and apologize.

See and treat people as individuals, rather than See and treat people as individuals, rather than members of a particular group.members of a particular group.

INTERVIEW QUESTION INTERVIEW QUESTION CATEGORIESCATEGORIES

– PAST WORK EXPERIENCEPAST WORK EXPERIENCE– EDUCATIONEDUCATION– ATTITUDE ABOUT WORKATTITUDE ABOUT WORK– PERSONAL INTERACTION SKILLSPERSONAL INTERACTION SKILLS– CHARACTERCHARACTER

TO ASK OR NOT TO ASK?TO ASK OR NOT TO ASK?Which of these topics can an employer not ask about Which of these topics can an employer not ask about

when interviewing a job applicant?when interviewing a job applicant?

-Weekend Availability-Weekend Availability -Religion-Religion

-Lunch shift availability-Lunch shift availability -Credit History-Credit History

-Physical conditions that-Physical conditions that -Ethnic background-Ethnic background

would affect job performance would affect job performance -Maiden name-Maiden name

-Reliable transportation to work-Reliable transportation to work -Race-Race

-Parents’ Names-Parents’ Names -Honors received-Honors received

-Languages spoken-Languages spoken -Felony convictions-Felony convictions

-Prior arrests-Prior arrests -Children-Children

-Overtime availability-Overtime availability -Hair color-Hair color

-Marital Status-Marital Status -Country of Origin -Country of Origin

AnswersAnswers

Employers cannot ask you about:Employers cannot ask you about:

-Ethnic background-Ethnic background -Country of Origin-Country of Origin

-Maiden Name-Maiden Name -Religion-Religion

-Credit History-Credit History -Parents’ Name-Parents’ Name

-Race-Race -Languages Spoken-Languages Spoken

-Prior Arrests-Prior Arrests -Children-Children

-Marital Status-Marital Status -Hair Color-Hair Color

How can Employers Prepare for How can Employers Prepare for Interviews?Interviews?

Open or Closed?Open or Closed?Which of the following interview questions are Which of the following interview questions are

open-ended (O) or closed (C)?open-ended (O) or closed (C)?

-How do you take criticism?-How do you take criticism?-Can you work the late shift?-Can you work the late shift?-What motivates you to put forth your greatest effort?-What motivates you to put forth your greatest effort?-How do you determine your priorities?-How do you determine your priorities?-Are you prepared to perform duties that may not be part of -Are you prepared to perform duties that may not be part of

your job description?your job description?-Have you ever operated a cash register before?-Have you ever operated a cash register before?-Why should I hire you?-Why should I hire you?-Why are you leaving your current position?-Why are you leaving your current position?

How to Make a New Employee Feel How to Make a New Employee Feel Comfortable on the First DayComfortable on the First Day

Let all the employees know that the new person is Let all the employees know that the new person is starting.starting.

Tell all employees the new person’s name and Tell all employees the new person’s name and title.title.

Tell all employees who the new person will be Tell all employees who the new person will be working with.working with.

Show the new employee around the operation.Show the new employee around the operation. Be available to answer the new employee’s Be available to answer the new employee’s

questions.questions.

WHY IS TRAINING IMPORTANT?WHY IS TRAINING IMPORTANT? Well-trained employees have the skills, Well-trained employees have the skills,

knowledge, and confidence to perform their jobs knowledge, and confidence to perform their jobs well.well.

Well-trained employees are motivated to stay on Well-trained employees are motivated to stay on the job longer.the job longer.

Well-trained employees have fewer safety-related, Well-trained employees have fewer safety-related, on-the-job accidents.on-the-job accidents.

Training encourages employees to work together Training encourages employees to work together as a team.as a team.

Training allows managers to objectively evaluate Training allows managers to objectively evaluate employee progress through a training program.employee progress through a training program.

The Five Key points of Effective The Five Key points of Effective Employee Training are:Employee Training are:

1.1. Both the employee and trainer must be Both the employee and trainer must be motivated.motivated.

2.2. Training should be designed for the individual Training should be designed for the individual trainee and the task to be learned. All trainees trainee and the task to be learned. All trainees do not learn at the same rate.do not learn at the same rate.

3.3. The trainee should be continually involved in the The trainee should be continually involved in the training.training.

4.4. Realistic goals must be set so that the trainer Realistic goals must be set so that the trainer and trainee know what is to be accomplished.and trainee know what is to be accomplished.

5.5. Feedback is essential to help the trainee Feedback is essential to help the trainee remember each task. Positive results should remember each task. Positive results should always be emphasized, even when correcting always be emphasized, even when correcting the way an employee performs a task.the way an employee performs a task.

Skills Best Taught with On-the-Job Skills Best Taught with On-the-Job Training:Training:

Cooking and preparing menu itemsCooking and preparing menu items Operating cash registersOperating cash registers Sanitizing UtensilsSanitizing Utensils

What other skills can you Name?What other skills can you Name?

Group Training is Best for:Group Training is Best for:

Orienting New Employees.Orienting New Employees. Large groups of temporary summer Large groups of temporary summer

employees.employees.

Can you Name others?Can you Name others?