5 Essential Recruiter Skills

The skills that once defined a corporate recruiter are not sufficient. Indeed, those skills are actually detrimental to success today. A corporate recruiter has always had a different skill set from a recruiter working in an agency or as an independent. While agency recruiters have focused on building relationships, tapping into new sources of candidates, and assessing candidates against a variety of criteria, the corporate recruiter has evolved three very different set of competencies over the years. The first is the ability to deal with the corporate bureaucracy, hiring managers, and legal issues. Many recruiters have focused on these areas and are formidable navigators of the corporate landscape. They know every hill and valley; every bomb and sinkhole. They make hiring happen because of these skills. But these skills are often unique to a particular company and do not transfer well. Recruiters with these competencies are most likely to have worked for the same firm for many years. Every bureaucracy has created people with these types of skills and would not function without them. The internal knowledge they have, and their ability to get things done in systems resistant to getting things done, make them valuable only IN that system. These recruiters, though, are not adding anything to profit nor are they helping find and hire scarce talent. The second common skill is that of resume scanner and gatekeeper. These recruiters can consume piles of resumes in no time at all, scanning and sorting them into piles according to hiring manager, position, or past experience. They then schedule telephone interviews and forward the resumes of those they thought worthy on to the hiring manager. But these same recruiters often have vague criteria for screening and are frequently inconsistent in how they ask questions. They act as human applicant tracking systems, offering the advantage or being much less expensive to buy and maintain. These recruiters are only human, however; they have limited memories, often have faulty scanning systems, and dont always make good judgments. The third skill is that of receptionist, light screener, and tour guide. These recruiters will occasionally take a resume and call a candidate to ask a few questions. Their focus is to be nice and make a good impression, while determining, based on some predetermined ideas of fit or suitability, whom should be invited in for interviews with the hiring manager. Those so chosen are met by the recruiter, given a tour of the building or facility, and perhaps even taken for a coffee or lunch. The recruiters in this position becomes the liaison between the company, the hiring manager, and the candidate. None of these three roles are value adding. Recruiters in these roles do not actively look for good candidates or even know where to look if they need to. Sourcing to them means posting jobs on a job board, which is why job boards are so popular yet return so little in quality. These recruiters do not aggressively ferret out which competencies and skills the best performers have indeed, they dont even know who the best performers are. They rarely interview candidates in depth or probe into the actual accomplishments or skills that a

candidate might have. They do not offer alternative screening or assessment for a hiring manager nor are they very helpful in closing. They put together standard offers based on what they have offered other people with similar backgrounds and experience. So what does a modern corporate recruiter need to possess for skills in contrast? Todays successful recruiter is a different breed. She needs to be good at the following five things. 1. They can build relationships. Most important and on top of the pyramid of skills is the ability to find great people and build relationships with them. This is what all great recruiters do. EVERY executive search guru is really a guru at building and maintaining relationships. Recruiters within organizations need to get out of the organization and get to know people at all levels and professions that might be useful to their firm. They need to utilize technology to help create the initial relationship, and then they need to leverage that by talking on the phone, sending frequent emails, having breakfast or lunch with possible candidates, and by always asking one candidate to recommend a few more. Those who possess this skill set are good at knowing who the best performers are, because they also have good relationships with the hiring managers and other workers who can tell them. They assess why those people are the best and then try to find more with the same skills. 2. They know the market. The competent recruiter is able to tell the hiring manager what the employment market looks like, what the supply of talent for a particular job is likely to be in her area, and how difficult it will be to find and close on candidates. This knowledge has to be datadriven and can only be collected by vast reading, lots of discussion, the intelligent use of surveys and other data tools, and being aware. As a part of this, the recruiter also has to know how the market for the product or service the company they work for is moving. Are competitors laying people off, which might open a fresh source of trained candidates for their firm? Is the market they are in growing, shrinking, or flat? This kind of information, combined with the ability to build relationships, can make an ineffective recruiting function very powerful. The market knowledge allows them to focus their relationship building on the candidates who are scarce and valuable, and to spend less time on the commonly available candidates. 3. They understand technology. Technology already dominates recruiting. Applicant tracking systems, HRIS systems, email, job boards, blogs, social networks, and recruiting websites are all part of the technology equation. If a recruiter is not technically agile and informed, she cannot be successful in the long run. Great recruiters dominate technology and learn how to make it do what they want. 4. They can show their value. Competent recruiters use metrics to put together business arguments for solutions they suggest, for programs they want to initiate, or for the systems they want to buy. They use facts, numbers, and results to get what they want. They have a core set of metrics that show how they have added value, raised quality, improved profits, or saved

money. Ideally they show where programs should be expanded and where they should be shrunk or ended. 5. They can sell and close candidates. In the end, a recruiter is as good as the number of candidates that she can close. To do this, she needs to be good at selling candidates and hiring managers. She needs to know how to overcome objections and turn negatives into positives. They need to offer solutions, work out compromises, negotiate and in the end, make the hire happen. This will become an increasingly important skill as we move back into candidate shortage. When there are two jobs for every person with skill, the recruiter who can sell the best and close the fastest will be the winner.

'Recruitment - A Practical Approach'

Two Day Workshop--- Course Outline Participants in the 'Recruitment - A Practical Approach' training workshop will gain an understanding of recognised techniques for successful recruitment consulting. The purpose of the workshop is to develop an insight into why each step of the recruitment process is important, and how to achieve excellence in each step. Participants in this course will experience an informative, balanced (practical and theoretical) program. They will learn in a supportive environment, and be challenged to develop their potential by putting the principles into practice. Who Should Attend? This training course particularly beneficial to people new to the role of resourcer, recruitment consultant or account manager (up to 12 months experience). Those who have received little or no formal training in their role will find their effectiveness and confidence is enhanced significantly as a result of attending this workshop. The principles and practices apply equally to recruiting in the field of permanent (from junior to executive), temporary and contract staff. Content and Outcomes Taking a Job Order Understand the communication skills required to generate an open 'consultative' relationship with the client - essential for building a cooperative and flexible atmosphere. Explore a variety of questioning styles to achieve specific outcomes, including Open, Closed, Theoretical, Alternative/Options, and Reflective Questions.

 Utilise paraphrasing and active listening skills to ensure clear understanding of the client's needs and preferences. Follow a useful guide when taking job orders to ensure completeness of information, enabling effective candidate matching. Be able to identify what constitutes a 'good' job order, and how to manage the client's expectations to ensure successful placement. Writing Effective Job Advertisements Identify options for sourcing/locating candidates ('head-hunting', search etc) in the current candidate-scarce market. Expand existing thinking about options for 'where' to advertise. Learn the techniques of writing job advertisements to attract the 'right' applicants, and inspire them to apply. Consider what motivates candidates, and present your message in terms of benefits to excite the reader. Understand the power of particular words, bringing the recruitment advertisement to life. Phone Screening Learn questioning techniques to minimize the time spent screening calls to eliminate unsuitable candidates, and identify and attract marketable ones. Develop approaches for dealing effectively and diplomatically with unsuitable applicants. Effectively prepare quality candidates for their interview with you, helping ensure their attendance. Interviewing Techniques Understand that the interview aims to balance efficient information exchange and effective relationship building. Consider the importance of sound preparation for the interview, and what you can to do to maximize your professional credibility with the candidate. Explore the utilization of skill and psychometric testing, and understand the types of testing appropriate to specific candidates and situations. Become aware of the importance of creating a positive first impression, and how to achieve this though the verbal, vocal and visual aspects of communication. Develop positive speech and body language techniques. Discover behaviors to develop rapport.

 Follow a useful guide when interviewing candidates, to bring structure and comprehensiveness to the interview. Understand the differences between permanent and temporary / contract staff, and how this impacts the interview and candidate management process. Consider which types of questions are illegal (due to privacy and discrimination laws), and alternative approaches for covering sensitive issues. Understand when and how to utilize Competency Based / Behavioral Description Interviewing, and Situational Interviewing questioning techniques. Apply Competency Identification Skills to describe 'the ideal characteristics and competencies required for a successful recruitment consultant'. Reference Checking Explore methods of communicating with referees to encourage open and frank discussion. Utilize Competency Based / Behavioral Description questioning to gain deeper insight into competencies and avoid personal bias during the reference check. Turning the reference check into a marketing opportunity. Consider a structured, systematic short-listing method. Resume Preparation and Consultant Comments Know the essential inclusions in a professionally presented resume. Identify information that supports the client in the selection process. Write Candidate Profiles / Consultant Comments as sales documents. Managing the Process from Referral through to Placement Develop the ability to confidently present the short-list to the client, including coaching the client on interview etiquette, where necessary. Investigate how to prepare the candidate for success in the client interview, including constructive counseling on areas for improvement. Follow a guide for post-interview debriefs with candidate and client to uncover and address issues, and manage the process successfully. Utilize an approach for negotiating on package, delivering the employment offer to the candidate, supporting them through resignation, and handling counter offers, to ensure acceptance of your client's offer, resulting in placement. Temporary and Contract Staff Management Understand the differences between permanent and temporary / contract staff, and how this impacts the interview and candidate management process.

 Explore tactics for maximizing the success of the temporary / contract worker with the client company. Investigate how to keep good temps happy and available for assignments.

'Conducting Performance Appraisals'

One Day Workshop ---- Course Outline Participants in the 'Conducting Performance Appraisals' workshop will gain insights and skills which will enhance their capabilities and confidence in their role as Leaders. During the workshop we will consider what 'Leadership' means, and what the role of the Leader entails. We'll gain an understanding of the importance of setting goals with our team members, and how to set goals to ensure their achievement. We'll discover how to inspire the best performance through recognition and reward, and adopt a supportive approach to correcting mistakes and disciplining people. We'll explore a structure and some guidelines for conducting successful Performance Appraisal meetings, as well as some approaches to enhance our communication skills. Content and Outcomes The Foundations of Leadership Investigate what 'Leadership' means in today's businesses, and how it differs from yesterday's concept of 'Management'. Gain an understanding of 'Employee Empowerment', and the Leader's role in inspiring people to perform at their greatest potential. Principles of Effective Goal Setting Understand the importance of goal setting in generating results Follow guidelines for setting goals for achievement and success Rewarding or Correcting People's Behavior Become aware of the power of reward, recognition and positive reinforcement. Clarify the distinction between Extrinsic and Intrinsic rewards, and consider ways of maximizing the perception of both. Develop an approach to correcting people's mistakes which leads to improved performance and confidence. Follow a plan for 'progressive discipline' to address poor performance or misconduct.

Conducting Performance Appraisal Meetings Understand the importance of measuring and monitoring performance, and providing formalized feedback to inspire enhanced performance. Adopt an approach for continual assessment, and 360 degree reviews, to make preparation for performance reviews unbiased and comprehensive. Explore a proven structure to the performance appraisal meeting, with a step by step outline of content and strategy. Enhance rapport-building, questioning, and listening skills to ensure open communication.

'Goal Setting & Time Management' --'Maximize Your Productivity'

One Day Seminar ------ Course Outline The 'Goal Setting and Time Management' seminar is valuable to all people who would like to increase their results and maximize the effectiveness of their activities. Modules on goalsetting and time management provide participants with the framework to make better decisions about how to utilize their time. Participants in this training course will benefit from understanding how planning and prioritizing bring the control and focus required for business and personal success. Who Should Attend? People in the following situations will derive considerable benefit from attending this training course: Anyone who would like to increase their productivity and effectiveness. People who are looking to develop self-management skills to enable them to excel in their career. Anyone who senses they need better balance in their lives. The principles and practices are applicable to all roles from Support through to Senior Management. Content and Outcomes Goal Setting: Understand the power of goal setting. Follow guidelines to set goals designed for achievement and success. Discover strategies to help maintain the focus and discipline required to achieve goals to bring you reward and satisfaction.

Time Management: Understand that increased productivity is not the result of working longer hours, but the result of making better decisions about utilizing your time. Adopt a practical process for managing appointments and tasks in a systematic and consistent way, based on priorities and goals. Appreciate that planning and preparation move you from crisis management to proactively and control. Explore techniques to minimize time wasted in the workplace. Learn an information management process to avoid drowning in 'information overload'. Adopt a communication management method to promote clarity, completeness and results-oriented follow-up in business communication. Consider lifestyle issues which contribute to your workplace productivity. Remember the importance of balance in your life for sustainable success.

'Staff Selection / Recruitment Interviewing Skills'

One Day Workshop ---- Course Outline Participants in the 'Staff Selection / Recruitment Interviewing Skills' training workshop will gain an understanding of Best Practice techniques for successful staff selection and recruitment during the candidate interview. From initial impressions, and throughout the interview, the quality of communication with the candidate strongly influences the results achieved. The purpose of this course is to generate insight into how to develop excellence in each step, ensuring effective relationship building, enhanced information exchange, and therefore improved staff selection and employment results. Who Should Attend This Training? Anyone involved in Staff Selection / Recruitment Interviewing will find this workshop valuable. Participants in the course will find their ability to uncover vital information from candidates will improve, enabling a more informed selection process. An enhanced ability to 'sell' the opportunity to the candidate will result in higher acceptance rates of employment offers made, and therefore better recruitment outcomes. Content and Outcomes Understand that the recruitment interview aims to balance efficient information exchange and effective relationship building. Consider the importance of sound preparation for the interview, and what you can to do to maximize your professional credibility with the candidate.

 Become aware of the importance of creating a positive first impression, and how to achieve this through the verbal, vocal and visual aspects of your presence and interaction style. Develop positive speech and body language techniques. Discover behaviors to develop rapport with candidates. Follow a useful guide when interviewing candidates, to bring structure and comprehensiveness to the interview. Explore a variety of questioning styles to achieve specific outcomes, including Open, Closed, Theoretical, Alternatives/Options and Reflective Questions. Understand how to utilize Behavioral Interviewing questions to explore the candidate's character, emotional intelligence, capabilities and workplace behavioral style. Utilize active listening skills and paraphrasing to ensure clear understanding of the candidate's career history, achievements and aspirations. Consider which types of questions are illegal (due to Privacy and Anti-Discrimination legislation), and alternative approaches for covering sensitive issues. Consider what motivates candidates, and therefore how to maintain their interest. Recognize the need to 'sell' the job opportunity to candidates, focusing on highlighting the key advantages and benefits of the role and of joining the client's organization, to ensure that the scarce, quality candidates select your roles over other options in a competitive market.

'Leadership Skills'
Two Day Work shop ----- Course Outline
Supervisors, Team Leaders, Divisional Managers, Branch Managers and CEOs will find the 'Leadership Skills' workshop addresses the areas of Leadership most critical to the success of the Leader, the team and the organization. During the training, participants will gain a foundation of understanding about the principles and practices of Leadership. These insights will enhance participants' capabilities and confidence, enabling them to be effective leaders. During the course we will consider what 'Leadership' means, and what the role of the Leader entails. We'll investigate what makes teams successful, and the Leader's role in the team's success. Leadership requires excellent communication, and we'll enhance our questioning, listening, and rapport-building skills, as well as investigating some guidelines for successful meetings.

Participants in the 'Leadership Skills' training will gain an understanding of the importance of setting goals with team members, and how to set goals to ensure their achievement. We'll explore methods of developing and empowering people, through training, coaching, supporting and delegating. We'll discover how to inspire the best performance through recognition and reward, and adopt a supportive approach to correcting mistakes and disciplining people. During the course we'll learn how to prepare for and conduct Performance Review meetings, including content and strategy. We'll also discuss some Time Management and 'Survival tips' to maximize your effectiveness, as well as your enjoyment of the Leadership role. Content and Outcomes The Foundations of Leadership and Teams Investigate what 'Leadership' means in today's businesses, and how it differs from yesterday's concept of 'Management'. Gain insight into the indirect control, or influence, we have over colleagues and the results of the team. Consider the value of working in teams, and what a team needs in order to function successfully. Gain an understanding of 'Employee Empowerment', and the Leader's role in inspiring people to perform at their greatest potential. Communication and Meetings Investigate the types and frequency of meetings we should facilitate with individuals, and the team as a group, for effective Leadership. Understand that good communication is the cornerstone of effective Leadership. Enhance rapport-building, questioning, and listening skills to ensure open communication. Learn how to project approachability and authority via body language and speech techniques. Identify leader's behaviors which will increase team members' trust and respect for them. Adopt supportive yet assertive approaches to resolving conflicts within the team. Understand how to successfully facilitate meetings for effective outcomes. Principles for Effective Goal Setting Investigate the importance of goal setting in generating results. Follow guidelines for the goal setting process to generate team members' commitment for achievement and success. Adopt an approach which helps keep people focused on their goals

 Developing and Empowering People (training, coaching and delegating) Discover the meaning of 'Situational Leadership', and how to employ various styles of Leadership for developing and supporting your people. Consider the leader's role in skill transference, induction and training. Discuss what 'coaching' means, and techniques for successful coaching. Recognize the benefits of delegation for increasing productivity and developing the capabilities of team members. Discuss the principles of effective delegation. Rewarding and Correcting People's Behavior Become aware of the power of reward, recognition and positive reinforcement. Clarify the distinction between Extrinsic and Intrinsic rewards, and consider ways of maximizing the perception of both. Develop an approach to correcting people's mistakes which leads to improved performance and confidence. Follow a plan for 'progressive discipline' to address poor performance or misconduct. Conducting Performance Review Meetings Understand the importance of measuring and monitoring performance, and providing formalized feedback to inspire enhanced performance. Adopt an approach for continual assessment, and 360 degree reviews, to make preparation for performance reviews unbiased and comprehensive. Explore a proven structure to the performance review meeting, with a step by step outline of content and strategy. Time Management and Survival Tips Discuss lifestyle issues which impact on your success as a Leader. Explore techniques to minimize time wasted in the workplace. Adopt a mindset which enhances your results, as well as increasing your enjoyment of the Leadership role.

Reception and Customer Service Skills'

One Day Workshop ---- Course Outline People involved in communicating with customers will find this workshop enhances their skills and confidence in handling customer interactions.

The workshop will enable participants to increase their effectiveness in projecting a professional image, relationship building, information exchange, active listening, complaints handling, and generating greater customer satisfaction and loyalty. Course Outline Participants attending this training course will gain skills and confidence in all main aspects of front-desk reception activities, including the following topics: Image and Presentation - The Company's and Yours Understand the importance of creating a positive and professional first impression on phone callers and visitors. Discuss personal presentation and grooming, as well as maintaining a professional image for the reception area. Communication Skills Analyze how we are perceived when we communicate, and what contributes to positive speech and body language behaviors. Understand the benefits of asking questions in providing customer service. Investigate a variety of questioning styles to achieve specific outcomes. Employ paraphrasing skills to ensure accuracy of understanding. Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues. Identify behaviors for building rapport. Telephone Techniques Investigate and refine techniques for greeting and transferring callers, and putting people on hold. Discuss how to take messages, and what information is necessary for maximum effectiveness. Utilize guidelines for general telephone etiquette. Identify effective methods of deflecting sales and marketing phone calls, balancing courtesy and assertiveness. Generating Customer Loyalty Understand it takes more than 'satisfaction' to generate customer loyalty. Realize the impact of word-of-mouth communication by dissatisfied and delighted customers.

 Consider the distinction between 'service process' and 'service outcome', including tips on improving the customer's experience of both. Identify the 'Impression Points' of your business, and how to enhance them. Consider the effects of meeting (and exceeding) customer expectations. Learn techniques for responding to customers' complaints, upset or anger, to ensure a positive outcome for the customer, and for you. Recognize what is required for the perception of service excellence. Time Management Adopt a practical process for managing appointments and tasks in a systematic and consistent way.

Professional Presentation Skills

Two Day Workshop Effective Communication for Business Success Consider how often you communicate in your business life, whether in a formal presentation setting, or on an individual, informal basis. Your success and effectiveness in business, and beyond, is powerfully impacted by the quality of your communication and presentation skills. Effective communication involves the transfer of information, clear presentation of the benefits of your product or vision, an opportunity to create a desired outcome and to influence the listener. Whether you are in sales, education or management, developing these skills will contribute significantly to your success and your enjoyment of your role. Who Should Attend? People in the following situations will derive considerable benefit from attending this workshop: Anyone who communicates or presents information on a formal or informal basis. People who need to influence or inform, whether the audience be customers, colleagues, or management. People who need to develop skills in presenting for the first time, or who seek continual development and improvement of their existing presentation skills. Content and Outcomes At the completion of this workshop participants will:

 Clearly understand the opportunity a presentation provides them with. Know the importance of understanding their audience's issues and needs, existing knowledge, and barriers to acceptance of the message. Understand the utilization of relevant anecdotes and scenarios to bring their message to life, and make the message more 'real' to their audience. Be able to identify key points for communication and to maintain focus on these main take-away-messages. Consider the three main aspects of communication - the verbal, the vocal and the visual. Develop positive speech and body language techniques. Understand essential strategies for preparation, practice and relaxation. Know how to open and close a presentation. Practice effective methods of handling questions. Understand the principles for effective use of presentation tools, such as Microsoft PowerPoint, flipcharts, etc. Develop self-confidence based on improved delivery skills to therefore enjoy the experience of presenting! Consider the logistics, equipment and venue requirements for a professional presentation. Consider audience handout material to support their message. Understand that the most effective presentations include effective follow-up activity to ensure optimal results. Methodology Participants will experience an informative, balanced (practical and theoretical) program. They will learn in a supportive environment, and be challenged to develop their potential by putting the principles into practice. Each participant will receive constructive feedback and coaching.

'Customer Service Skills'

One Day Workshop Course Outline People involved in communicating with customers will find this workshop enhances their skills and confidence in handling customer interactions. The workshop will enable participants to increase their effectiveness in projecting a professional image, relationship building, information exchange, active listening, complaints handling, and generating greater customer satisfaction and loyalty.

 The 'Customer Service Skills' course is ideal for people in the following roles: Reception, Front Desk, Customer Service, Help Desk, Phone Support, Accounts, Office Support Staff, and PAs. Course Content Communication Skills Discover the importance of creating a positive and professional first impression on phone callers and visitors. Discuss personal presentation and body language. Consider the importance of vocal skills, and how to improve them. Identify Best Practice techniques for greeting visitors. Understand the benefits of asking questions in providing customer service. Investigate a variety of questioning styles to achieve specific outcomes, including open, closed, theoretical, and reflective and 'alternatives' questions. Employ paraphrasing skills to ensure accuracy of understanding. Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues. Identify behaviors for building rapport. Telephone Techniques Investigate and refine techniques for greeting and transferring callers, and putting people on hold. Discuss how to take messages, and what information is necessary for maximum effectiveness. Utilize guidelines for general telephone etiquette. Generating Customer Loyalty Understand the crucial role quality customer service plays in ensuring the company's commercial success. Realize the impact of word of mouth communication by dissatisfied and delighted customers - the dangers and the opportunity for our business. Consider the 'long-term value' of the customer, and therefore the cost of poor customer service. Understand it takes more than 'satisfaction' to generate customer loyalty. Consider the distinction between 'service process' and 'service outcome', including tips on improving the customer's experience of both. Identify the 'Impression Points' of your business, and how to enhance them.

 Consider the effects of meeting (and exceeding) customer expectations. Learn techniques for responding to customers' complaints, upset or anger, to ensure a positive outcome for the customer, and for you. Recognize what is required for the perception of service excellence. Time Management Adopt a practical process for managing appointments and tasks in a systematic and consistent way.

'Business Development Skills'

One Day Workshop Course Outline Participants in 'Business Development Skills' will challenge their existing thoughts and behaviors to develop a success-oriented approach to their customer-relationship and sales activities. They will develop an understanding of the most effective communication styles, and how to make their communication 'customer focused' to enhance relationships and business outcomes. The program also enquires into how to generate customer loyalty, to delight customers with service excellence, and to enjoy greater satisfaction and reward in their sales role. Content and Outcomes General Communication and Sales Principles Consider how your beliefs, attitudes and preconceptions impact the outcomes of your sales activities. Recognise how influential your behaviours are on the customer's decisions.

Discover how to make your customer-communication 'customer focussed'.

Learn a variety of questioning styles, and understand the benefits of asking questions in customer relationship development.

Employ empathetic/active listening to understand the customer's needs and establish a mutually beneficial partnership.

Discover behaviours to develop rapport with customers.

Investigate the verbal, vocal and visual aspects of communication.

Develop positive speech and body language behaviours.

Understand what it takes to generate a relationship of trust and respect.

Consider what motivates customers, and understand the power of 'speaking their language'.

Translate your company's features into benefits to motivate clients to do business with you.

Conducting Client Sales Visits

Understand the four stages of a sales visit.

Develop questioning techniques to reveal client needs, and develop their awareness of the need for your product/services.

Present your product/service and company's features in the form of solutions that benefit the client, solve their problems and meet their needs.

Understand the principles for effective objection handling.

Transform interest into business via effective closing behaviours

Adopt a process to promote clarity, completeness and results-oriented follow up in business communication.

Generating Customer Loyalty

Understand it takes more than 'satisfaction' to generate customer loyalty.

Consider the importance of service process as well as service outcome.

Look into managing and exceeding client expectations.

Discuss 'Impression Points' - what they are, and how we can enhance them.

Dealing with complaints and dissatisfactions - transforming these into opportunities to deepen the customer relationship and loyalty.

Behaviours that create the perception of service excellence.

'Conducting Performance Appraisals'

One Day Workshop Course Outline

Participants in the 'Conducting Performance Appraisals' workshop will gain insights and skills which will enhance their capabilities and confidence in their role as Leaders.

During the workshop we will consider what 'Leadership' means, and what the role of the Leader entails. We'll gain an understanding of the importance of setting goals with our team members, and how to set goals to ensure their achievement. We'll discover how to inspire the best performance through recognition and reward, and adopt a supportive approach to correcting mistakes and disciplining people. We'll explore a structure and some guidelines for conducting successful Performance Appraisal meetings, as well as some approaches to enhance our communication skills.

Content and Outcomes

The Foundations of Leadership

Investigate what 'Leadership' means in today's businesses, and how it differs from yesterday's concept of 'Management'.

Gain an understanding of 'Employee Empowerment', and the Leader's role in inspiring people to perform at their greatest potential.

Principles of Effective Goal Setting

Understand the importance of goal setting in generating results

Follow guidelines for setting goals for achievement and success

Rewarding or Correcting People's Behaviour

Become aware of the power of reward, recognition and positive reinforcement.

Clarify the distinction between Extrinsic and Intrinsic rewards, and consider ways of maximising the perception of both.

Develop an approach to correcting people's mistakes which leads to improved performance and confidence.

Follow a plan for 'progressive discipline' to address poor performance or misconduct.

Conducting Performance Appraisal Meetings

Understand the importance of measuring and monitoring performance, and providing formalised feedback to inspire enhanced performance.

Adopt an approach for continual assessment, and 360 degree reviews, to make preparation for performance reviews unbiased and comprehensive.

Explore a proven structure to the performance appraisal meeting, with a step by step outline of content and strategy.

Enhance rapport-building, questioning, and listening skills to ensure open communication.

'Leadership Skills'

Two Day Workshop Course Outline

Supervisors, Team Leaders, Divisional Managers, Branch Managers and CEOs will find the 'Leadership Skills' workshop addresses the areas of Leadership most critical to the success of

the Leader, the team and the organisation. During the training, participants will gain a foundation of understanding about the principles and practices of Leadership. These insights will enhance participants' capabilities and confidence, enabling them to be effective leaders.

During the course we will consider what 'Leadership' means, and what the role of the Leader entails. We'll investigate what makes teams successful, and the Leader's role in the team's success. Leadership requires excellent communication, and we'll enhance our questioning, listening, and rapport-building skills, as well as investigating some guidelines for successful meetings.

Participants in the 'Leadership Skills' training will gain an understanding of the importance of setting goals with team members, and how to set goals to ensure their achievement. We'll explore methods of developing and empowering people, through training, coaching, supporting and delegating. We'll discover how to inspire the best performance through recognition and reward, and adopt a supportive approach to correcting mistakes and disciplining people. During the course we'll learn how to prepare for and conduct Performance Review meetings, including content and strategy. We'll also discuss some Time Management and 'Survival tips' to maximise your effectiveness, as well as your enjoyment of the Leadership role.

Content and Outcomes

The Foundations of Leadership and Teams

Investigate what 'Leadership' means in today's businesses, and how it differs from yesterday's concept of 'Management'.

Gain insight into the indirect control, or influence, we have over colleagues and the results of the team.

Consider the value of working in teams, and what a team needs in order to function successfully.

Gain an understanding of 'Employee Empowerment', and the Leader's role in inspiring people to perform at their greatest potential.

Communication and Meetings

Investigate the types and frequency of meetings we should facilitate with individuals, and the team as a group, for effective Leadership.

Understand that good communication is the cornerstone of effective Leadership.

Enhance rapport-building, questioning, and listening skills to ensure open communication.

Learn how to project approachability and authority via body language and speech techniques.

Identify leader's behaviours which will increase team members' trust and respect for them.

Adopt supportive yet assertive approaches to resolving conflicts within the team.

Understand how to successfully facilitate meetings for effective outcomes.

Principles for Effective Goal Setting

Investigate the importance of goal setting in generating results.

Follow guidelines for the goal setting process to generate team members' commitment for achievement and success.

Adopt an approach which helps keep people focussed on their goals

Developing and Empowering People (training, coaching and delegating)

Discover the meaning of 'Situational Leadership', and how to employ various styles of Leadership for developing and supporting your people.

Consider the leader's role in skill transference, induction and training.

Discuss what 'coaching' means, and techniques for successful coaching.

Recognise the benefits of delegation for increasing productivity and developing the capabilities of team members.

Discuss the principles of effective delegation.

Rewarding and Correcting People's Behaviour

Become aware of the power of reward, recognition and positive reinforcement.

Clarify the distinction between Extrinsic and Intrinsic rewards, and consider ways of maximising the perception of both.

Develop an approach to correcting people's mistakes which leads to improved performance and confidence.

Follow a plan for 'progressive discipline' to address poor performance or misconduct.

Conducting Performance Review Meetings

Understand the importance of measuring and monitoring performance, and providing formalised feedback to inspire enhanced performance.

Adopt an approach for continual assessment, and 360 degree reviews, to make preparation for performance reviews unbiased and comprehensive.

Explore a proven structure to the performance review meeting, with a step by step outline of content and strategy.

Time Management and Survival Tips

Discuss lifestyle issues which impact on your success as a Leader.

Explore techniques to minimise time wasted in the workplace.

Adopt a mindset which enhances your results, as well as increasing your enjoyment of the Leadership role.

'Staff Selection / Recruitment Interviewing Skills'

One Day Workshop Course Outline

Participants in the 'Staff Selection / Recruitment Interviewing Skills' training workshop will gain an understanding of Best Practice techniques for successful staff selection and recruitment during the candidate interview. From initial impressions, and throughout the interview, the quality of communication with the candidate strongly influences the results achieved. The purpose of this course is to generate insight into how to develop excellence in each step, ensuring effective relationship building, enhanced information exchange, and therefore improved staff selection and employment results.

Who Should Attend This Training?

Anyone involved in Staff Selection / Recruitment Interviewing will find this workshop valuable. Participants in the course will find their ability to uncover vital information from candidates will improve, enabling a more informed selection process and therefore better hiring decisions. An enhanced ability to 'sell' the opportunity to the candidate will result in higher acceptance rates

of employment offers made, and therefore a better outcome in attracting a winning team of employees.

Content and Outcomes

Understand that the recruitment interview aims to balance efficient information exchange and effective relationship building.

Consider the importance of sound preparation for the interview, and what you can to do to maximise your professional credibility with the candidate.

Become aware of the importance of creating a positive first impression, and how to achieve this through the verbal, vocal and visual aspects of your presence and interaction style.

Develop positive speech and body language techniques.

Discover behaviours to develop rapport with candidates.

Follow a useful guide when interviewing candidates, to bring structure and comprehensiveness to the interview.

Explore a variety of questioning styles to achieve specific outcomes, including Open, Closed, Theoretical, Alternatives/Options and Reflective Questions.

Understand how to utilise Behavioural Interviewing questions to explore the candidate's character, emotional intelligence, capabilities and workplace behavioural style.

Utilise active listening skills and paraphrasing to ensure clear understanding of the candidate's career history, achievements and aspirations.

Consider which types of questions are illegal (due to Privacy and Anti-Discrimination legislation), and alternative approaches for covering sensitive issues.

Consider what motivates candidates, and therefore how to maintain their interest.

Recognise the need to 'sell' the job opportunity to candidates, focussing on highlighting the key advantages and benefits of the role and your organisation, to ensure that the scarce, quality candidates select your roles over other options in a competitive market.

The Skills Race - What Are You Doing To Recruit the Best? by Declan 04. May 2011

Despite the sluggish economy and doom and gloom scenarios about employment, the truth of the matter, is that the world is facing a global skills crisis. Recruitment solutions are all about sourcing the best talent and making sure that you retain them and develop them into assets for your business. The most crucial resource in business within the next twenty years will be excellent talent.

You cannot afford to let any talent slip through your net and creating a talent pool of potential candidates for your company will be the biggest challenge for HR managers. You need to look at different recruitment solutions and how to use them in your business to recruit the best new talent. The race is on to use recruitment solutions to help you define your business and recruit employees that will make a meaningful contribution as individuals within a team to benefit your business.

Part of the problem is the huge number of people in the workforce that will be retiring in the next five years, and with only one employee entering the workforce for every two that are leaving, you need to make sure you are using your recruitment solutions to put you ahead in the race to close the skills gap.

Conventional business planning is being overhauled as HR managers search for recruitment solutions that will place their business at the front of the search for new talent. E-recruitment is being widely used as a medium for sourcing new talent and many businesses are turning to social media marketing as a form of e-recruitment. These types of recruitment solutions are

termed ongoing recruitment and are taking the place of the need-based recruitment solutions of the past.

Recruitment solutions and the management of talent has become a specialized market and HR managers need to start looking at recruitment solutions in terms of marketing strategy to be truly effective.

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CANDIDATE INTERVIEW & SCREENING TECHNIQUES Learn how to screen potential candidates from a long list & then interview both face to face and over the telephone. Significantly improve your candidate to placement ratio through greater candidate control and enhanced recruitment process.

"All around it was a great course, good references, put into great context with who was in attendance on the day. Good size class. Was very pleased. Great value for money."

Overview With more and more job seekers continuing to come onto the market, and seemingly happy to take any suitable job, it has never been more important to get the right information quickly. According to the AGR (Association of Graduate Recruitment) we are experiencing some of the highest ever levels of candidate drop out.

Just because they are technically competent, keen and available, doesnt make them the right fit. Your time needs to be spent wisely and candidates both in and out of work can be a major

source of information regarding your market. Remember a stunning candidate will still help open doors for you.

This course aims to give your consultants a more transparent, controlled and structured approach to candidate qualification and management, ultimately resulting in improved billings and a significantly improved candidate to placement ratio.

Fine-tune your interviewing skills both face to face and over the phone. Understand the basis & structure of a well-planned interview. (Some basic tips available here) Learn how to use behavioural based questioning and conduct competency based interviews. Confidently gain rapport and uncover the candidates true motivators Analyse candidate information to plan effective questioning. Comfortably & quickly screen the candidate so you spend time with the right individuals and build long term contacts. Gain the confidence to know when "it's a fit". Consistently reduce candidate drop out levels including controlling the counter offer. Learn how to manage and control the recruitment process. Understand the top 6 legislations to safeguard you, your candidates and your clients. Compile a portfolio of interview skills and techniques to adapt to any situation.

Who should attend? This one day is ideal for anyone whose role incorporates candidate screening, interviewing and presentation including line managers/hiring authorities in the corporate environment. Additionally, managers and team leaders who are responsible for training their team in recruitment techniques will gain huge benefit from interviewing being broken down into

manageable, understandable and measurable chunks. Or perhaps, after years of asking the same questions, you just need a refresher?

The Agenda

Taking an effective job order Understanding which sourcing methodology to use Pre-screening & vetting from the CV Screening over the phone Interview structure Behavioural questioning & competency based interviewing Management & Control Review & Action Plan

Dates Mar 19th - London Apr 10th - Birmingham Apr 26th - London May 10th - Manchester May 23rd - London Jun 11th - Birmingham Jun 20th - London

Investment 349+VAT

'Bring A Friend' 299+VAT NOTE. Includes a FREE link to our MP3 on 'Handling Head-Hunted Candidate Objections and Reactions' in the training package - worth 49.99+VAT.

In order to optimise your learning experience, this course is purposely run with small delegate numbers and is generally capped at 12. Book now to avoid disappointment!

As per all RMI courses, this comes with a 100% money back guarantee if not satisfied.

How do I book? Please complete the booking form and email info@recruitmentmatters.com , post or fax it to +44 (0)1529 309801. If you have any questions, please do not hesitate to call 0800 0749289/+44 (0)1529 410586 and ask for Julie or Ken. Call us for an in-house quotation or email ken@recruitmentmatters.com .

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CANDIDATE SOURCING AND MANAGEMENT Book now

- 05 March (London) - 19 June (London)

Duration: One day

Time Scale: 9.00 - 5.30

Cost (excluding VAT): 350 (members) - 590 (non-members) Whats it all about:

To provide delegates with the skills necessary to get the best out of their existing database, as well as providing useful tips and techniques for vastly improved candidate attraction and referral rates, including social media, writing betters adverts and building better relationships. Aims and Objectives

By the end of the course individuals will be able to:

Realise the potential within their existing database and utilise more efficiently and effectively to achieve faster and more profitable results. Understand and utilise various methods of attraction, gaining access to difficult to source candidates. Increase referral rates Understand the importance of networking, increase opportunities and improve skills Create strategies and referral networks to achieve results Recognise and actually utilise the opportunities that social media provides Plan and implement a social media campaign, using top tips and techniques Write better, more targeted adverts with improved results Build a candidate management plan to ensure the information captured is relevant and meaningful Uncover the potential of the forgotten database Build deeper, longer lasting relationships with candidates for more profitable relationships Achieve quicker and better results from web searches

Course Content:

The power of your database

Understanding your database Using the vast amount of information available The information you cant see

Proactive candidate sourcing and attraction

here do candidates come from and traditional methods of attraction Registering candidates the other recruiters cant Getting referrals

Building a strong network

What is networking and how to do it Defining your strategies and targets Building an effective referral network

Effective use of social media

Understanding and using social media effectively Building a social media strategy Top tricks and shortcuts

Writing great adverts

What to write and how to write it getting creative! Ensuring a quality response Putting off unwanted applications

Updating and candidate management

What you must do every day Listening to what the candidate is really telling you

Re-living old/placed candidates

Understanding and using the forgotten database Contacting old/dead candidates and rebuilding the relationship

Selling yourself and making a great impression

Building rapport, develop and enhance the relationship Understanding how and why people buy you and using that knowledge

Using relationships to build more referrals

X-ray and Boolean searching the web

The different types of searching available Digging deeper into a companies web site Top tips and tactics for finding the information you need faster

Target Audience:

This course is focused at resourcers and junior recruitment consultants, however, is appropriate to all levels of consultant and manager. How learning & understanding will be monitored and assessed during course delivery:

Extensive trainer support will be provided to enhance learning application Practical (industry relevant) examples, discussion groups, presentations and a case study is used to improve understanding and practical knowledge.

Encouraging learning application:

Delegate briefing pre course with line manager using course overview and personal development plan (PDP) as a template Final exercise on the programme will determine if objectives have been met and will identify intended workplace actions

 Completion of Personal Development Plan (PDP) and personal action plan with line manager post course

Attached documents