FM III Human Resource Management

Contrary to popular belief, you do not need to be a manager or an owner to promote ___________

leadership

Define leadership

The action of leading people to establish goals, innovate, motivate and trust

What do good leaders do?

Leaders better their environment

• They know their team and themselves well

• They maintain a positive attitude

• They build the next generation of leaders

In funeral service a good leader must do three things, what are those three things?

1. build their team

2. mentor them

3. advocate for them

________________ is very important to funeral service

Organizational Culture

Define organizational culture

Assumptions and behaviors that yield results for the business.

• essentially, you believe what they believe.

• can be defined as having a “business personality” it is intangible and emotional.

It is very important if you are going to work at a funeral home that you believe in their

“organizational culture”

What are the elements of organizational culture?

• Value

• Symbols

• Stories/myths

• Heroes/heroines

• Rituals

Describe the value element of organizational culture

• What are their deep seated beliefs, or standards?

• Whatever the organizational culture belief is, employees have to share the same vision.

Describe the symbols element of organizational culture

Outward signs that represent the FH.

• Examples: Dress, Rituals, Color of Vehicles, Statements or “Trademarks”

Describe the stories/myths element of organizational culture

“The time when….”

• Legends usually accompany stories about a simpler time.

• *Can be very important to listen to when trying to “fit in” in your FH

Describe the heroes/heroines element of organizational culture

Typically, a deep loyalty to the organization

• Lots of affection typically for these people.

• Very deep respect for the profession.

Let these people be your mentors!!!

Describe the rituals element of organizational culture

• Taking part in daily routines.

  • Or even more formal ceremonies (may be required of you to attend)

• Making sure you “FIT” yourself into these rituals will be very important to get acclimated to organizational culture.

What is Human Resource Management (personnel management)?

The process of acquiring, training, developing, motivating, and appraising a sufficient quantity of qualified employees to perform necessary activities; developing activities and an organizational climate conducive to maximum efficiency and worker satisfaction.

Do funeral directors ever really retire?? 

NO

 The current retention rate in funeral service beyond 5 years is _____

<25%

Currently, there are not enough mortuary science students to meet the demand of those that are _______ in the field.

retiring

What happens when a new person is hired?

It upsets the applecart when someone new is brought in!

• Often means a workload increase for other employees when someone is not fully trained for the position (student/apprentice versus a licensee)

• There are LOTS of considerations!

Does the average funeral home know much about HR?

No

Funeral homes that do know something about human resources, are they good at it?

No

What are job descriptions?

Documents that list the major responsibilities and tasks of a job.

• Must be accurate

• Helps avoid misunderstandings

• What is expected

• Job title, Reporting Status, Qualifications, Specific Details regarding position

Define job analysis

The process of determining the critical components of a job for the purpose of selecting, training and rewarding personnel

Based on Job Description, Other Considerations in Funeral Service are:

• Availability?

  • Fulltime/Salaried

    • More committed

    • Bring a higher skill set

    • Issue is often money

    • Salary (benefits often equal 1/3 of pay) = package

  • Part-time/hourly

    • No benefits

    • Hourly rate

    • No obligation

    • No loyalty

• Apprentice/newly licensed or unlicensed personnel?

  • Apprentice/newly licensed

    • Costs more

    • Less supervision

    • Apprentice liability

  • Unlicensed personnel

    • Less money

    • More liability

    • More flexibility

What are the considerations when deciding who to hire? specifically experienced or inexperienced licensees

• Experienced

  • Short learning curve

  • Bad habits?!?!

  • More money $$$

  • Background check/credit check

  • Wonder why they are job hunting?

  • Baggage? FIT?

• Inexperienced

  • Longer learning curve

  • Train them “our way”

  • Risk in FIT.

  • Risk in flight

When looking to hire, what should managers be thinking?

• Will they FIT?

• Will they solve a problem for me?

• Help me make/save $?

• DON’T HIRE TROUBLE!

What are the three steps in the hiring process?

1. Recruiting

   1. Mortuary school programs

   2. Professional publications, colleagues

   3. Word of mouth

2. Application/screening

   1. Paperwork - “shell” of employment qualifications

   2. Screening through references, word of mouth

3. Interview process

   1. Primary way of judging applicants appearance, poise, speech, attitude, and knowledge

Describe the interview process

First impressions are everything!

• Be prepared to answer questions that require thought beyond a yes/no.

• The “stair-step” process

  • First may be telephone/Face Time/Skype

  • Second interview with boss

  • Third interview with staff

• IQ/Caliper Tests, Physical Fitness Tests

• Beware of the working interview!

How should your market yourself in the interview?

• Be cognizant of questions you think may be asked.

• Be poised in answering questions – do not ramble.

  • Silence is not a bad thing! 

• Do not lie in your answers to give yourself a bigger skill set

  • Thoughtful explanations of positive/negative implications

• Be on-time, be attentive, and professional

• Refer to HANDOUT on Marketing Yourself

What are the three placement factors?

• Promotion

• Demotion

• Lateral Entry

Define promotion

Increase in pay and status

Define demotion

Lowering of pay and status

• may be voluntary

Define lateral entry

Same pay, same status

What are some aspects of a job offer and negotiation?

• Hourly or Salary – Depending on State

  • You should know how you are being paid in a written agreement or employment contract

• Fluctuating Workweek Agreements and Scheduling Issues

  • We are not a Monday-Friday, 9-5 job.

In funeral service you are on call, what are the two types of on call?

• “Waiting to be Engaged”

• “Engaged to Wait”

Describe “Waiting to be Engaged”

Type of being on call

• Free to go about your life until you are called

• Typically, not paid

Describe “Engaged to Wait”

Type of being on call

• You are required to be at the funeral home to answer phones.

• Typically compensated in some way

List some perks that are often dangled as “carrots” for motivation in the work force

• Health insurance (Dental, group life)

• Retirement? 401K?

• Paid vacations, holidays or PTO?

• Paid continuing education, licensure fees?

• Bonuses/profit sharing? Company car? Phone?

• Living arrangements?

• Career ladder – opportunities

• Room for growth? Relocation?

 If the housing is for the ___________ benefit, it can count towards your overall package.  You must claim this in a benefits pkg.

employee’s

If the housing is for the benefit of the _________, it benefits THEM, therefore you do not have to claim this in a benefits pkg.

employer

What should you do after every interview even if you do not want the job?

Follow up!

• Take the time to express your appreciation for the interview.

• Sometimes it can be very eye opening to what you WANT or DO NOT WANT!

What are the types of references for job interviews?

• Personal References (ministers, friends, and relatives): often subjective, and cannot be relied upon to give a “fair opinion”

• objective reference (former employer, work associates, former instructors, and/or customers): Most recommended

ALWAYS ALERT YOUR REFERENCES THAT THEIR NAMES ARE BEING USED!! (get permission!!!)

In the role of the manager, how should you handle references?

• Use same questions for everyone when you check references – Would you hire this person again? 

• License check/Criminal Background Checks

• Personal reference letters – read them and examine what they are saying!

What are the affects of good orientation programs?

• Will assist new employees in adjusting to their jobs and new work environment.

• Reduces startup costs

• Reduces Anxiety

• Reduces Turnover

• Save employees’ time – Big Relief to Others

• Develop realistic job expectations, positive attitudes and job satisfaction

How does turnover affect organizations?

Turnover is costly to an organization

• Its Demoralizing, Disruptive, and Financial Loss

• Loss in productivity of that individual, especially in a small organization

Why do people typically leave organizations?

• Lack of Appreciation

• Failing to Value the Employee

• Paying a Low or Unfair Salary

• Failing to Resolve Personality Conflicts

• Assigning a Heavy Workload

According to Maslow’s hierarchy of needs, money is not the only motivating factor what are some others?

Most people also need fulfillment in their own work, job security, and the need for personal growth.

• Funeral service is no different.

In the 1960s, Douglas McGregor’s X and Y Motivational Theories were presented at MIT. It was one of the first theories looking at human differences in thought and action. It has implications still today among multi-generational workplaces. Describe Theory X.

• Work is inherently distasteful to most people

• Most people are not ambitious, have little desire for responsibility, and prefer to be directed

• Most people have little capacity for creativity in solving organizational problems

• Motivation occurs only at the physiological levels

• Most people must be closely controlled and often coerced to achieve organizational objectives

Overall a very negative outlook held by some managers/business owners

• Businesses who utilize a Theory X approach often have multiple levels of management with a low rate of delegation. Workers are often micromanaged and have very little autonomy in the organization. There is often a central authority base and managers follow an authoritative leadership style.

In the 1960s, Douglas McGregor’s X and Y Motivational Theories were presented at MIT. It was one of the first theories looking at human differences in thought and action. It has implications still today among multi-generational workplaces. Describe Theory Y.

• Work is as natural as play, if the conditions are favorable

• Self control is often indispensable in achieving organizational goals

• The capacity for creativity in solving organizational problems is widely distributed in the population

• Motivation occurs at the social, esteem, and self actualization levels, as well as physiological and security levels

• People can be self-directed and creative at work if properly motivated

Overall a more positive outlook held by some managers/business owners

• These assumptions lead to a better managerial approach and this greater satisfaction in the workplace. McGregor encouraged organizations to adopt more of a Theory Y leadership style. It is much more decentralized and requires more participation from the managers, but assumes that workers would also be committed to the long-term goals of the company. He believed that by following Theory Y, supervisors could motivate their workers to achieve their highest potential.

Frederick Herzberg’s Two-Factor Theory are combined with extrinsic (hygiene factors) and intrinsic (motivational factors). These make work tolerable for most workers. What do you need to get a good working environment?

A combination of the two.

Describe Frederick Herzberg’s hygiene factors

• Salaries, wages & other benefits

• Company policy and administration

• good interpersonal relationships

• quality of supervision

• job security

• working conditions

• work/life balance

When in place these factors result in:

• General satisfaction

• Prevention of dissatisfaction

Describe Frederick Herzberg’s motivator factors

• Sense of personal achievement

• status

• recognition

• challenging/stimulating work

• responsibility

• opportunity for advancement

• promotion

• growth

When in place, these factors result in:

• High motivation

• High satisfaction

• Strong commitment

What are work place evaluations?

• 30/60/90 day reviews of work performance.

  • 360 Reviews

• Designed for termination.

  • If the employee is determined to be “not right” for the position, it would be legally acceptable to terminate if you have an orientation program.

How should documentation be handled in the funeral service?

Do you have a handbook and orientation?

• Discipline policy (verbal warnings, written warning, suspension and termination?)

Handbook given for retention and signed by the employee.

• FDs can be terminated – poor job performance, negligent embalming, dress codes, inappropriate behaviors with families

How should written documentations for violations be handled in funeral service?

The company policy was violated

• Specific details of violation (date, time, witnesses)

• Discipline given

• Corrective/Preventative Measures

• Comment section

• Signature line for both employee/employer to sign

• Witnesses

Employers' rights to terminate employees have been severely _________

limited

Once reprimanded beyond a written warning: D-Day (Decision Day): 50% will

leave or quit voluntarily

Once reprimanded beyond a written warning: D-Day (Decision Day): 35% will

promise to change

Once reprimanded beyond a written warning: D-Day (Decision Day): 15% will

have no decision-Will typically result in Insubordination  

________________ is grounds for termination in all 50 states.

Insubordination

Define insubordination

Failure to comply with a direct order. 

When does resignation typically happen?

Employment is not an instantly gratifying situation

• Give the appropriate “time” before thoughts of resignation

What might dictate your resignation notice?

Right and wrong ways, usually dictated by handbook or agreement

How should you resign?

Self-assuredness, class and dignity of a professional

What should you include in your resignation letter?

• Managers name

• Date

• Keep it to the point

• Do not criticize or vent

• Part of permanent record

By following proper resignation etiquette, you can depart on good terms. You can move forward with a clean slate, conscience and employment record.