Page 7 - 100 - HR Management Manual

surprises find out WHY. There is probably a problem with hiring, training, or corrections. Find
the CAUSE of the problem, fix it, and PREVENT it permanently.

Surprises with PEOPLE are typically from one of two main problems.

1. AGREEMENT: Team members must thoroughly understand and agree to exactly what is
expected of them! This agreement must be both verbal and in writing. Thorough
agreement will help everyone. There will be complete understanding of what needs to
be done, how it needs to be done, and the result expected.
2. CONTROL: The ability to control something is the ability to START, CHANGE, and STOP
something. Another word for this is TRAINING. For example, if a receptionist knows
exactly how to answer a phone, book an appointment correctly, and get the client to
show up as scheduled without needing help that receptionist has complete control over
booking appointments.

If that same receptionist had to ask which doctor to book with or needed her supervisor
to correct the appointment length she does NOT have control over booking the
appointment. She will SURPRISE her supervisor with questions all day long, every day!
Multiply this by 20 employees with many procedures not completely controlled by each
and you have a recipe for surprises all day long, even on your day off.

The answer? TRAIN (HR 200’s) or Correct (Re-train/HR 300’s)! Train with complete
agreement and complete control of each procedure, one at a time, and gradually you
will have less surprises! You will watch your team no longer need you. You can spend
your time making things better and focusing on the future. It is awesome!

As you can see it is critical to everyone’s quality of life that you do great HIRING, great
TRAINING, and great ORGANIZATION. When you are able to do these things well and regularly
you will spend very little time correcting, firing, or dealing with surprises. You will be able to
plan your time and have more freedom. You will be able to breathe.

Drill/Quiz:

1. Name the 4 main sections of this HR manual.
2. What happens if hiring is not good, but training and corrections are near perfect?
3. What is the importance of communication with those above you? Those below?
4. What are you primarily responsible for as a manager?
5. What do we mean when we say “pull the string”? What if we don’t?
6. Name the 3 top priorities of LVH. How is the 3 critical to your job?
rd
7. The people may be “surprising” you too often with mistakes, questions, and approval. What
would be the two main reasons why? How do you fix it?

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