1. © 2009, Educational Institute
Chapter 14
Managing Human Resources
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)

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Competencies for
Managing Human Resources
1. Describe the advantages and disadvantages of
internal and external recruiting methods.
2. Summarize the selection process, including how
managers use selection tools, evaluate applicants,
and interview applicants.
3. Identify the steps in effective hiring and orientation.
4. Explain the four-step training method.
5. Identify techniques that front office managers can
use to schedule and motivate staff members.

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Internal Recruiting—Advantages
• Improves morale of promoted employee
• Improves morale of other staff members
• Managers can better assess the abilities of
internal recruits
• Successions help reinforce a company’s
internal career ladder
• Lower costs than external recruiting

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Internal Recruiting—Disadvantages
• Promotes inbreeding
• Lower morale for those skipped over for promotions
• Skipped-over staff may feel favoritism exists
• Filling a gap in one department may create a more
critical gap in another

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Internal Recruiting—Methods
• Cross-training
• Succession planning
• Posting job openings
• Paying for performance
• Maintaining a call-back list

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External Recruiting—Advantages
• Brings new talent, new ideas into a company
• Enables recruiter to find out about competing companies
• Reinforces positive aspects of a company
• Avoids “politics” of internal recruiting
• Serves as a form of advertising

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External Recruiting—Disadvantages
• Difficult to find a good fit with company’s culture
• May create morale problems if no opportunities
for current staff
• Orientation takes longer
• Lowers productivity in the short run
• Conflicts with internal and external recruits

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External Recruiting—Methods
• Advertising: internal; Intranet; website; media
• Networking
• Temporary employment agencies
• Employee referral programs
• Tax credits
• Workers with disabilities

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Common Interviewing Errors
• Similarity error
• Contrast error
• Overweighting negative information
• First-impression error
• Halo effect
• Devil’s horns
• Faulty listening and memory
• Recency error
• Nonverbal factors

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Interviewing Objectives
• Establish working relationship
• Collect information from applicant
• Provide information to applicant
• Promote the company
• Create goodwill

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Closed-Ended Questions
Prompt applicants to answer with “yes,” “no,” or
other short responses. Examples:
• “Do you like your current job?”
• “When did you graduate?”
• “How long have you lived in this city?”
• “Who suggested that you apply for this
position?”

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Open-Ended Questions
Prompt applicants to answer with more than just “yes,”
“no,” or other short responses. Examples:
• “What do you dislike about your current job?”
• “Can you describe the best boss you’ve had?”
• “How would your co-workers describe you?”
• “What was the worst thing that happened to you at
work? How did you handle it?”
• “What do you want to be doing three years from now?”

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Four-Step Training Method
1. Prepare to train
2. Present the training
3. Practice skills
4. Follow up

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Alternative Scheduling Techniques
• Part-time scheduling
• Flextime scheduling
• Compressed schedules
• Job sharing

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Motivating Employees
• Training
• Cross-training
• Recognition
• Communication
• Incentive programs
• Performance appraisals