Welcome to Perfomance Development Strategies.



We partner with our clients to help them determine where they want to go and what results they want to achieve.  Then we help you develop the action plan to make it happen.  We help our clients develop and manage strategic, cultural, and structural changes within their organizations. By working together, we can provide personalized processes and support materials that help turn goals into reality. We help organizations align their plan, people, and systems in order to gain a competitive edge.
We facilitate and coordinate programs to develop your company's human capital, focusing on attitude development, human relations, skill development, and goal setting.

 

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Customer Service and Customer Loyalty


The mastery of customer service can mean the difference between success and failure. The corporate trend of raising customer service is a business necessity. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. If customer retention is important, then improving customer service must be the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experience to ten or more other people. The question then becomes not whether to improve your companies service standard, but how?

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What is
coaching? Is it right for you?

Have you ever felt like you are navigating through your professional life alone? If you are like most executives and small business owners the answer is yes. In a corporation, the higher up the ladder you go the harder it is to find someone to discuss dreams, goals, actions, and success strategy. This is also true of the small business owner. Having a coach is like having a needed connection that cannot be made with others. For example:

Your spouse may listen but the dynamics of marriage relationship may cloud perspective and objectivity.

Your friends want to be helpful but they don’t have the training to identify real issues and they don’t have the time commitment.

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PD Strategies Blog

Performance and Development Strategies Blog is the informational place to get timely and purposeful articles on the issues that concern you most.

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WHY CAN’T I FIND THE RIGHT EMPLOYEE?

Posted by on in Hiring and Selection
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Have you found that is hard to avoid making a hiring mistake because the right person can’t be found? If you do, then there are some things you need to know. People who make hiring mistakes don’t necessarily look in the wrong places. They look for the wrong things and ask the wrong questions. Before beginning a search for a staff member, it is important to know the overall culture and critical success factors. Some think they know but only look at superficial misleading things.

Finding the right employee begins with a process to define what deliverables or actions lead to success. How do you do that?

You need to start at the beginning. What is your vision, values, and mission? You must only select people with these shared values. This is where many organizations fail. They look for specific things that they believe are important, but they fail to see the big picture. For example, an employee leaves and the knee jerk reaction is to fill the open spot.

The hiring manager searches for candidates that have the same skill sets as the person who left or was fired. The manager limits the search to the specific industry. In doing so many other qualified candidates are missed. The company hires the next person and the process repeats itself. This costly turnover creates poor performance and poor customer service.

It is certainly important to look at skill requirements when searching for candidates. But what is missing here? What happens if the next person you hire has great skills and experience? This is the perfect candidate and you have great expectations of super performance. Several months pass and performance does not turn out as expected. Before long the person resigns or is asked to leave.

The employee knew what to do and how to do it. But that alone does not guarantee success.

While skills and experience are important, attitudes and behaviors are far more important and are a far better indicator of success. It is far more important to find out whether a prospective employee has shared values, fits the culture of the organization and will behave and execute in a manner consistent with the organization’s culture. Do you know a business owner or hiring manager that struggles with this? There is a better way to hire and develop people.

Hiring the candidate with the right attitudes and behaviors is more important than the skills. Managers can be taught how to interview and ask the right questions using a process known as behavior-based interviewing. Such a process brings out the candidate’s attitude toward a problem and will also indicate his behavior and past habits.

Secondly, training and development should focus not only on knowing the core skills but also on the development of human potential and human relationships.  

This is best illustrated by the K.A.S.H. Box below.

 KASH BOX

In working with our clients, we focus on the right side of the box. Concentrating hiring, training, and development on this side has proven to produce breakthrough performance. Remember, skills can be taught but the candidate must have the shared values and fit the culture.

Lean how to select and keep the best employees

Contact us to learn more

or call 914-953-4458.

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Guest Wednesday, 17 October 2018

Testimonial


Grant has worked with us at MAS to provide expert strategic planning knowledge and direction, effective goal setting and team development. I highly recommend his services to anyone who is looking to grow, organize or even redefine their business growth goals. Marshall that he had the greatest sales increase in 2012 30%

December 6, 2012, ~ Lisa Schmid and Marshall Marinace

 


 

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