Like many growing companies, Cornwell QualityTools has adjusted their HR training to support theirexpanding management base. As more and more of

their 223 employees rise through the ranks to becomesupervisors, Vice President of HRHarry Walker gives them skills formanagement success through J. J. Keller HR training programs,such as Conquering DifficultConversations: A SupervisorTraining Series.

Harry appreciates the format ofthe programs’ videos, where asituation is first shown handledpoorly, then in a more positive,productive manner. “For example,when two employees can’t worktogether and seem to be trying tosabotage each other, a typicalresponse would be to discipline or even terminate thoseemployees,” he says. “J. J. Keller’s Managing Conflictprogram from the series reveals how the arguments aresymptoms of a problem, not the issue themselves. Thenit goes on to reveal how resolving the root of the conflictcan enable supervisors to keep talented employees who

do their jobs wellotherwise, andcoach them to

greater success.”

Managing people who perform the work isas important as the work itself. Whenconflicts arise, it’s common for supervisorsto avoid the issues entirely, or go to a thirdparty (usually HR) to diffuse their anxietyabout the situation. Both approaches are

mistakes, Harry warns. “When managers neglect orimproperly address problem situations, significantdamage can be done. By the time HR has to step in, it’salmost too late, and the company could face loweremployee morale, and even fines and litigation.

Managers should be able tomake their own decisions andjust come to the HR departmentfor questions or counsel. J. J. Keller’s ConqueringDifficult Conversationstraining programs help themdevelop the confidence andknowledge needed to addresssituations themselves, as theyhappen.”

Harry is a former historyteacher, and knows theimportance of engaging thosehe’s addressing for maximum

retention of the material. “The videos get their rapt attention,” he observes.“Employees have commented to our president abouthow much the training has helped them, saying that thisstuff really works! We’re getting the results that weexpect from it.”

Since he implemented management training with the J. J. Keller programs, Harry and the Cornwell HR teamhave gotten fewer calls from supervisors needing

guidance on handling situations. “We’ve noticed that they’vebeen remembering the training and following the proper steps,and taking legal factors into consideration. They’re beginning tounderstand why elements like documentation are so important.We’re starting to experience positive results and the supervisorsare learning. I’ve seen examples where our supervisors did anexcellent job handling some very touchy situations. Instead ofreacting emotionally, they’ve helped their employee recognizethe role they play in the problem, and shown them how theycan take ownership in the process of solving it.”

Harry has been with Cornwell Quality Tools for 25 years, andis proud to be part of a company that believes HR managementit is a vital part of operations. And he’s confident that hisJ. J. Keller-based training is helping the next generation ofmanagers work in tandem with HR for greater success. “Ideally,managers are there to manage employees, and HR’s role is toadvise on the legalities of the issues and how to address themproperly. We want to be an ally to our trainees, because they’regoing to be managing the future of this company.”

“Employees havecommented to our

president about how much the training

has helped them.”~ Harry Walker

“As they watch the videos, the trainees arepointing out the problems in the scenariosbefore we do,” says Harry. “We have great

discussions during the times where the videopauses for trainee comments.”

HR Training That Yields Results ... J. J. Keller’s Conquering Difficult Conversations Training Program

~ Harry Walker

Cornwell Quality Tools is theoriginal mobile tool dealer inthe U.S. Their corporate officeis in Wadsworth, OH, and theyproduce their handcrafted toolsin nearbyMogadore, OH.

“When other companies call and learn that we use J. J. Keller’s HR products,they stop their sales pitch.That’s because they knowthey can’t compete with thereadability and value that wealready get from J. J. Keller.”

~ Harry WalkerVice President of HR

Cornwell Quality Tools Wadsworth, OH

See pages 38–39 for the HRproducts that have made Harry’straining so successful.

After going through the Conquering DifficultConversations training program, supervisors

recognize the importance of conductingdiscussions with employees using tact,

objectivity and discretion.

“THIS STUFF REALLY

WORKS!”