employee training and development
the process of helping employees develop their personal and organization skills, knowledge, and abilities
employee orientation
the process used for welcoming a new employee into the organization
goals of orientation
to reduce start-up costs, to reduce anxiety, to save time for the supervisor and coworkers, to set expectations and attitudes
in-house training programs
learning opportunities developed by the organization in which they are used - training related to a specific job i.e. how to use a certain software
mentor
trusted, experienced advisor who has direct investment in the development of an employee
external training
any type of training that is not performed in-house - sending an employee to a seminar to further develop leadership skills
70-20-10
a model for training that focuses on 70% of learning through on-the-job experience, 20% through interaction with others such as mentors, and 10% formal classroom and/or online training
technical training
type of training meant to teach the new employee the technological aspects of the job - how to use a computer system to ring up customers
quality training
familiarizing employees with the means of preventing, detecting, and eliminating non-quality items, usually in an organization that produces a product
ISO9000
set of standards for quality management
ISO14000
set of standard for environmental management
skills training
proficiencies needed to actually perform the job
soft skills
personality traits, social graces, communication, and personal habits that are used to characterize relationships with other people
professional training
required to be up to date in one's own professional field - yearly certifications and/or training
team training
process that empowers teams to improve decision making, problem solving, and team-development skills to achieve business results - happens after a merger or acquisition or if new people are working together
managerial training
occurs when someone has been identified as a good manager candidate - could include soft skills training, technical training, and skills training
safety training
occurs to ensure that employees are protected from injuries caused by work-related accidents
occupational safety and health administration
main federal agency charged with the enforcement of safety and health regulation in the United States - provides external training to companies on OSHA standards
on-the-job coaching
an approved person training an employee on the skills necessary to complete tasks
mentoring
process by which an employee can be trained and developed by an experienced person
brown bag lunch training
training occurs during lunch time, employees bring their food and someone presents training information to them
web-based training
the use of technology to facilitate training - there are two types: synchronous and asynchronous
synchronous
web-based training delivery method in which the delivery uses instructor-led facilitation
asynchronous
web-based training delivery method in which the delivery is self-directed
job shadowing
training delivery method that places an employee who already has the skills with another employee who wants to develop those skills
job swapping
method for training in which two employees agree to change jobs for a period of time
vestibule training
training is performed near-site in conference rooms, lecture rooms, and classrooms
organizational assessment
a type of needs assessment that allows us to determine the skills, knowledge, and abilities a company needs to meet its strategic objectives
occupational (task) assessment
a type of needs assessment that looks at the specific tasks, skills knowledge, and abilities required to do jobs within the organization
Performance Evaluation System
a systematic way to examine how well an employee is performing in his or her job.
Span of Control
the number of employees each manager manages
360-degree performance appraisal
A method to appraise performance by using several sources to measure the employee's effectiveness.
validity issues
In performance appraisals, the extent to which the tool measures the relevant aspects of performance.
individual assessment
a type of needs assessment that looks at the performance of an individual employee and determines what training should be accomplished for that individual
learning objective
something you want your learners to know after the training
visual learner
has a clear picture of the experience
auditory learner
learns by sound
kinesthetic learner
develops feelings toward an experience
career development program
process developed to help people manage their career, learn new things and take steps to improve personally and professionally
emotional intelligence
the ability to know and manage our emotions, motivate ourselves, understand others emotions and manage relationships
upward communication
when the lower levels of an organization communicate with the upper levels of an organization
downward communication
communication occurs from the upper levels of an organization down to the lower levels of the organization
diagonal communication
interdepartmental communication occurring at various levels of the organization
horizontal communication
when people at the same level in the organization communicate
expresser communication style
a communication style trait that is easily excitable and relies heavily on hunches and feelings
driver communication style
a communication style in which a person likes to have his or her own way and be decisive
relater communication style
a communication style by someone who prefers to be warmly regarded and have positive attention
analytical communication style
a communication style in which a person tends to ask a lot of questions and behave methodically
aggressive communicator
a communication style in which a person who stands up for his or her rights but possibly violates the rights of others
nonverbal language
a type of communication that can include facial expressions and eye contact
passive listening
a type of listening in which we are interesting in hearing the other person and assume we hear and understand what the person says correctly, without verifying
active listening
a type of listening in which we are interested in what the other person has to say and check our understanding with the speaker
task-oriented
focus on the details of what must get done
people-oriented
concerned with the interpersonal relationships within the organization
participatory management
focuses on task-centered and people-oriented styles - this style is supportive
directing management
the manager tends to direct rather than allow for feedback
teamwork management
highly people-centered approach to management in which relationships are most important
grouplets
a specific teamwork management style approach
autocratic style
a management style that takes a task-only focus and tends to make most of the decisions for the department
participative style
a management style that seeks input from employees
free-rein style
a management style that gives employees freedom to make decisions
situational leadership model
a method of viewing the application of management styles, as developed by Ken Blanchard
D1
low competence, high commitment
D2
some competence, low commitment
D3
high competence, variable commitment
D4
high competence, high commitment
Discrete scale
A scale used in performance evaluations, uses a number of different points, such as a 1-10 scale.
S1
telling/directing - high task focus, low relationship focus
Continous Scale
A scale used in performance evaluations that uses a continuum; the manager puts a mark on the continuum that best represents the employee's performance.
S2
selling/coaching - high task focus, high relationship focus
Mixed standard scale
Similar to a graphic rating scale, this scale includes a series of mixed statements representing excellent, average, and poor performance, and the manager is asked to rate a "+" (performance is better than stated), "0" (performance is at stated level), or
S3
participating/supporting - low task focus, high relationship focus
Essay Appraisal
A type of performance appraisal in which the source answers a series of questions about the employee's performance in essay form.
S4
delegating - low task focus, low relationship focus
discipline
a process that corrects undesirable behavior
critical incident appraisal
A performance evaluation method in which the manager is asked to record examples of effective behavior and ineffective behavior of the employee during the time period between evaluations.
investigative interview
when a discipline procedure takes place, interview with the employee is used to make sure the employee is fully aware of the discipline issue and allows the employee the opportunity to explain his or her side of the story
weigngarten rights
refers to a 1975 court case whereas union employees are entitled to union representation at investigative interviews
progressive discipline process
refers to a series of steps taking corrective action on nonperformance issues
alternative dispute resolution (ADR)
a third-party resolution method used in conflict with the goal to obtain a resolution that works for the two parties involved
mediation
a type of ADR in which the third party facilitates the resolution process, but the results of the process are not binding for either party
arbitration
a type of ADR in which a third party reviews the case and imposes a resolution
step-review system
a system in which a performance issue is reviewed by consecutively higher levels of management, should there be disagreement by the employee in a discipline procedure
peer resolution system
a system in which a committee of management and employees is formed to review employee complaints or discipline issues
ombudsman system
a system in which a person is selected to be the designated individual for employees to go to should they have a complaint or an issue with a discipline procedure
absconding
when an employee decides to leave the organization without resigning and following the normal process
resignation
when an employee chooses to leave an organization
severance package
includes pay, benefits, or other compensation to which employees are entitled upon leaving the organization
rightsizing
refers to the process of reducing the total size of employees, to ultimately save on costs
Employment-at-will principle (EAW)
The right of an employer to fire an employee or an employee to leave an organization at any time, without any specific cause.
public policy exception
An exception to employment at will, in which an employer may not fire an employee if it would violate the individual state's doctrine or statute.
Implied contract exception
An exception to employment at will in which the discharged employee can prove the employer indicated that the employee has job security.
Good faith and fair dealing exception
An employment-at-will exception in which the discharged employee contends that he or she was not treated fairly.
wrongful discharge
Discharge as a result of discrimination, an implied contract between the employee and employer, violation of public policy, or lack of good faith if there is a lack of good faith and fair dealing in the firing.
whistle-blowing
The practice of an employee's telling the public about ethical or legal violations of his or her organization.
Constructive discharge
The resignation of an employee due to work conditions so intolerable that he or she had no choice.
Worker Adjustment and Retraining Notification Act (WARN)
Requires organizations with more than one hundred employees to give employees and their communities at least sixty days' notice of closure or layoff that affects fifty or more full-time employees.
Retaliatory discharge
Punishment of an employee for engaging in a protected activity, such as filing a discrimination charge or opposing illegal employer practices.
Grievance Process
A formal process by which employees can submit a complaint regarding something that is not administered correctly in the contract.
Drug-Free Workplace Act of 1988
Requires that some federal contractors and all federal grantees agree they will provide a drug-free workplace as a condition of obtaining a contract.
Union
An organization of employees formed to bargain with an employer.
interest-based bargaining
A type of bargaining in which mutual interests are brought up and discussed, rather than each party coming to the table with a list of demands.
Collective bargaining process
is the process of negotiating an agreement between management and employees.
collective bargaining power
The process of negotiating an agreement between management and employees.
Work standards approach
A performance evaluation method in which a minimum level of expectation is set and the employee's performance evaluation is based on this minimum level of productivity.
problem-solving interview
A type of performance appraisal interview in which the employee and the manager discuss the things that are going well and the things that are not, which can make for a more productive discussion.
tell and listen
A type of performance appraisal interview in which the manager communicates feedback and then the employee's thoughts about the interview are addressed.
Tell and sell interview
A type of performance appraisal interview in which the manager does most of the talking and passes his or her view to the employee.
Improvement plans
A document developed by both manager and employee to address any performance deficiencies.
Management by Objectives (MBO)
A type of performance appraisal in which the manager and employee work together to develop objectives, and at the end of the period the employee is measured on whether he or she met the objectives.
ranking method system
Employees in a particular department are ranked based on their value to the manager or supervisor, which is used as a performance evaluation method.
wrongful termination
when an employer has fired or laid off an employee without proper justification, possibly violating anti-discrimination laws and/or employee agreements in the process
Checklist Scale
A performance evaluation method in which a series of questions is asked and the manager simply responds yes or no to the questions.
high-performance work team
refers to a team of goal-focused individuals with a variety of expertise and experience - they consistently produce superior results because of their ability to innovate and collaborate
Results Methods
A category of performance evaluation in which managers are focused on the accomplishments of the employee, such as whether or not they met a quota.
rating
The type of scale that will be used to rate each criterion in a performance evaluation.
graphic rating scale
This type of performance evaluation lists traits required for the job and asks the source to rate the individual on each attribute.
criteria
In performance evaluations, the aspects the employee is being evaluated on.
comparative methods
A category of performance evaluation in which managers compare one employee with other employees.
Behavioral method
A category of performance evaluation in which managers look at individual actions within a specific job.
trait method
A category of performance evaluation in which managers look at an employee's specific traits in relation to the job, such as friendliness to the customer.
competitive or combative listening
a type of listening that happens when we are focused on sharing our own point of view instead of listening to someone else
assertive communicator
a communication style in which a person respects their rights and the rights of others when communicating
specificity
A possible error in performance evaluations that tells employees the job expectations and how the expectations can be met.
Acceptability
A possible error in performance evaluation, refers to how well the members of the organization, managers and employees, accept the performance evaluation tool as a valid measure of performance.
passive communicator
a communication style in which a person puts the rights of others over his or her own
Reliability in Performance Appraisal
In performance appraisal systems, refers to how consistent the same measuring tool works throughout the organization (or job title).