THE SELF MANAGEMENT GROUP

. .
SELECT DEVELOP .
RETAIN TOP PERFORMERS

and Hospitality Screen

www.DeltaHotelsCareers.com
 THE SELF MANAGEMENT GROUP
. .
SELECT DEVELOP .
RETAIN TOP PERFORMERS

AGENDA
• Introduction
• How Profiles will be used at Delta
• Interpreting Profile Scales
• Understanding Hospitality Screen
PROFILES & SELECTION RESEARCH & VALIDATION LEARNING SYSTEMS

SELF MANAGEMENT - THE #1 COMPETENCY OF TOP PERFORMERS!

 THE SELF MANAGEMENT GROUP
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SELECT DEVELOP .
RETAIN TOP PERFORMERS

• Founded in 1979

• Privately held

• Head Quartered in Toronto, Canada with distribution in Canada, USA,

Europe and Asia

• For over 25 years we have provided selection profiles and training workshops
to blue chip companies in financial services, pharmaceuticals, hospitality,
retail, manufacturing and information technology

• Over 4,000,000 profiles scored

 THE SELF MANAGEMENT GROUP
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SELECT DEVELOP .
RETAIN TOP PERFORMERS

INTRODUCTION
• What is the Customer Care PRO?
– Psychometric profile that predicts candidate success and
supports effective coaching
• What is the Hospitality Screen?
– Combination Screen/Profile that directs the energies of the
recruiter with the candidate
• Why were SMG Profiles selected vs. other tools?
– Identifies candidates strengths, assesses fit, multi-lingual,
validated at Delta Hotels
 THE SELF MANAGEMENT GROUP
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SELECT DEVELOP .
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INTRODUCTION
• What is in it for me?
– The Customer Care PRO helps you select the right person
for the right job. It reduces turnover/increases retention

• How is this good for the company?

– Supports a great Delta team
– Increased customer satisfaction – repeat business
– Increased job satisfaction for both the employee and the
manager
 THE SELF MANAGEMENT GROUP
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SELECT DEVELOP .
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HOW WILL THIS BE USED?

• Candidate Submits Resume and Completes Delta
Hotels Application for Review

• Candidate is contacted by People Resources for

initial screening and comfort and appropriate
candidates are invited to complete the Hospitality
Screen

• The candidate will complete the Hospitality Screen

 THE SELF MANAGEMENT GROUP
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SELECT DEVELOP .
RETAIN TOP PERFORMERS

HOW WILL THIS BE USED?

• Results of the profile will be automatically sent to
People Resources for review
• Candidate is called for interview
• Decision to proceed is based upon:
– Interview process
– Hospitality Screen prediction of candidate success

• In some cases a full Customer Care Pro may be requested

Introducing
The
• The CustomerCarePro™ is designed for the
selection, training and coaching of people for
customer contact centers, call centers, hospitality and
other roles that require first-rate client/customer
relationship management.
. powerful coaching tool

. selection tool

. retention tool

. personal development tool

. strategic human asset management tool

 Management Report

Suitability for Customer Care Service and Sales

I. Prediction of Sales and Service Potential

II. Sales and Service Competencies
III. Coach to Success
IV. Communications Style
V. Attitudes
VI. Emotional Intelligence
VII. Summary of Scores
 I. Prediction of Sales and Service Potential

Prediction of Sales Potential

Outbound Sales Cross Selling Service/Inbound

Business Development
Coach to Excellence With Training Not Likely

Approach to Client
Tough/Persistent Soft/Persistent Potentially Weak Closer

Need for Script and/or Structure

Does not want Works within Depends on It
Guidelines

continued…..
 I. Prediction of Sales and Service Potential (continued)

Managing Rejection
Handles Well Handles OK Very Uncomfortable

A People Person?
Definitely People are OK Not Interested

Detail Orientation
Analytical As Required Not Detail Oriented
 II. Sales and Service Competencies

Goal Orientation
Short Term/Intense Long Term/Relaxed

A Self Manager?
A Natural With Coaching Needs Process

Communications Style
Ask/Listen Balanced Tell the Person

Comfort with Conflict

Comfortable Handles OK Uncomfortable

Loyalty
Company Focus Client/Company Self Interest

continued…..
 II. Sales and Service Competencies (continued)

Decision Making
Decisive Indecisive

Overall Attitude
Very Positive Some Concerns

Confidence
Feels in Control Average Confidence Low Confidence

Managing Lifestyle
Manages Very Well Manages Needs Coping Strategy
 III. Coach to Success

Self Management / Enterprising Potential

Self Managing/ Self Evaluating/

Proactive/Seeks Opportunities
Process Oriented,
Responsive
ENTERPRISING POTENTIAL (EP)
Enterprising Potential is based on the EP scale and provides information about personal planning,
time management and self management to achieve specific goals. People who are not consistent
self managers will be unlikely to sustain activity on a consistent basis. If one manages oneself
effectively, it is an important factor in being credible and being able to manage others effectively.
Score Interpretation
 < 10 Seeks coaching and feedback; responsive; supportive

10 to 20 Prefers a structured work environment; more responsive than proactive

20 to 30 Benefits from structure and feedback; coachable

30 to 40 High average potential to self manage effectively

40 + Good self-management potential; very proactive; low need for

giving or receiving feedback
 III. Coach to Success

(MP) Motivational Potential/Approach to Client

Results Focused;
Bottom Line;
High Sense of
Urgency Relaxed/ Easy Going
Service Orientation
Long-Term Goals
Loyalty
MOTIVATIONAL POTENTIAL (MP)
Motivational Structure is based on the MP scale and is reflected in goal setting (long or short
term), sense of urgency (low or high) and such factors as self interest vs. interests of others.

Score Interpretation
 < -20 Very service oriented, relaxed and dependable

-20 to -11 Motivated primarily by the people side of the business

-10 to +10 Balance between people/service and challenge

+11 to 30 Goal oriented with sense of urgency

> +30 Very ‘bottom line’ risk taker. May be too strong for some cultures
 III. Coach to Success

(IP) Need for Script and/or Structure (Fit)

Needs To Create Own Structure

Too Independent For Some Cultures
Potential Rule Breaker

Depends On
Script/Structure Relies On
Team Members
INDEPENDENCE POTENTIAL (IP)
Based on the IP scale, Independence Potential reflects the approach to structure and systems.
Most managers would tend to exhibit some level of independence and comfort creating their own
structure. This scale is very much a factor in fitting the individual to the environment. Some
individuals are too independent for some environments.
Score Interpretation
< -25 Very Team Oriented

-25 to -11 Strong Team Orientation

-10 to +10 Able to integrate personal structure with most organizational structures

+11 to +25 Independent and comfortable creating structure as required

> +25 This candidate is very independent and may resist any existing structure
 III. Coach to Success

COMFORT WITH CONFLICT (CWC)

Enjoys Conflict And May Even

Create It To Further Own
Goals
Not Comfortable
Dealing With Conflict
COMFORT WITH CONFLICT (CWC)
Comfort with Conflict (CWC) measures the person’s comfort in situations where there is conflict or
potential for conflict. Those on the left end of the scale are generally comfortable with conflict and
those on the right end tend to avoid conflict.

Score Interpretation
<0 Will avoid conflict and may become stressed or emotional in situations where conflict
is a regular occurrence.

0 to 19 Can handle conflict. Will prefer to avoid.

20 to 39 Generally comfortable with conflict and able to deal with frank discussion.

> 40+ Comfortable with conflict. At ease presenting unpopular points of view. May engage
in debate. May use conflict to further own agenda.
 COMMUNICATIONS STYLE

People Orientation
. Friendly, Outgoing
. Reserved, Build Relationships slowly

Analytical Orientation
. Factual, analytical
. Learns the essentials
 IV. Communication Style

People Orientation

Outgoing, Very Friendly

Shy, Reserved/ Builds

Relationships Slowly
PEOPLE ORIENTATION (PO)
The People Orientation (PO) scale provides an insight into the approach to building
relations with other people and the degree that he/she is motivated by and derives
satisfaction from the meeting and interacting with other people. This will be reflected in
how much the person would enjoy and his/her approach to such managerial roles as
providing feedback, giving presentations and recruiting people into the business culture.

Score Interpretation
< -20 Does not enjoy a lot of interaction with others outside personal friends and
acquaintances. May appear aloof to others.

-20 to 0 Builds relationships over period of time

0 to +20 Enjoys and is motivated by interacting with others

 IV. Communication Style

Analytical Orientation

Analytical / Factual

Pays Little Attention To Detail

Learns The Necessities
INVESTIGATIVE ORIENTATION (INV)
Based on the INV scale, the Investigative Orientation reflects the degree to which
learning is important. The scores on this scale will be significant in issues such as
learning and passing on technical information and attention to detail. An interest in
continuous learning is important in developmental managers but may not be an issue for
all managers.

Score Interpretation
< -20 Learning and education are not strong motivators. May lack attention to
detail

-20 to 0 Unlikely to view learning as a strong motivator. Will learn what is required.

0 to +20 Will find satisfaction in learning and show attention to detail

> +20 Enjoy learning but may become absorbed in detail

 V. Attitudes

Self Confidence

Possible Over-
confidence

Sees Self As In
Control; Takes
Responsibility for
own Actions

Controlled By External
Circumstances
SELF CONFIDENCE
Based on the Self Directed (SD) scale. It indicates the extent to which he/she believes in
him/herself and feels in control of the issues in his/her life. Feelings of confidence are
important in managing successfully and taking responsibility for one’s own actions.

Score Interpretation
0 - 25 Demonstrate feelings of not being in control of circumstances

25 to 35 Modest level of self confidence

35 to 50 Quite Confident

50+ Feeling very much in control and assuming responsibility for own actions
 V. Attitudes

Lifestyle Management

Possible Mentor

Managing Lifestyle
Effectively

Has Difficulty Coping At

Times
LIFESTYLE MANAGEMENT (LM)
The Lifestyle Management scale indicates how he/she is currently dealing with stress in
his/her career and lifestyle. Numerous studies have shown that those who are having
difficulty managing stress do not perform well. If that is an issue, they should be helped
with counseling, mentoring and/or stress management training.

Score Interpretation
0 - 25 Appear to be having difficulties coping with stress

25 to 35 Modest level of lifestyle management

35 to 50 Handling well

50+ Show very strong coping skills (could mentor others)

 V. Attitudes

Networking and Self Promotion

Possible Mentor

Comfortable
Networking and
Promoting Self

Needs
coaching
NETWORKING AND SELF PROMOTION (NSP)
The Networking and Self Promotion scale indicates his/her willingness to promote
him/herself and the business. This scale is an important factor in determining his/her
suitability for careers that require a degree of self promotion, building personal networks,
handling rejection and to a lesser degree, having an interest in sales as a career. A low
score on this scale would be considered an attitudinal block to performance in some
customer service roles.

Score Interpretation
0 - 25 Not comfortable promoting self or company

25 to 35 Modest comfort promoting oneself or business

35 to 50 Strong attitude to NSP

50+ Very strong networker and business builder

 V. Attitudes

Listening Style

Possible Mentor

Good
Listener

Needs
Mentoring
LISTENING STYLE (LS)
Listening Style is an scale based on the answers to a series of questions which describe
the individual’s approach to listening to the concerns of other people. The questions
deal with patience, actually trying to understand the other person and overall courtesy.

Score Interpretation
0 - 25 May appear impatient, or indifferent.

25 to 35 Modest level of listening

35 to 50 Handling well

50+ Show very strong listening skills (could mentor others)

UNCERTAINTY COEFFICIENT (UC)

PROVIDES:

insight into validity of answers

by showing extent that
candidate is responding in
socially desirable manner
VII. EMOTIONAL INTELLIGENCE
VII. EMOTIONAL INTELLIGENCE (continued)

Customer Care Pro - Sample Report

 THE SELF MANAGEMENT GROUP
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SELECT DEVELOP .
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DELTA HOTELS
CURRENT CUSTOMIZED
RANGES
The following 4 slides represent Delta Specific customizations
based on the most recent validation data. These
customizations will be updated and will form part of the actual
report generated when a candidate completes their profile.
These are to be used as guidelines when making an informed
selection decision.
• The ADMIN PRO™ is a state-of-the-art psychometric profiling tool that
measures the potential for success and suitability to specific careers in an
administrative environment including the following:
 Office Manager
 Marketing Assistant
 Administrative Assistant
 Staff Support
• The Personal Orientation Profile (POP™) has been used to select competitive sales
people for over 20 years. It has been validated in a wide variety of competitive sales
cultures and has been shown to predict performance and retention. Use the POP to
select for sales positions where compensation is primarily based on commissions.
The POP provides sales management with feedback, interview questions and
coaching suggestions on:

• Business Development
• Motivational Structure
• Closing Style
• Approach to Structure
• Communication Style
• Probable Performance Levels
• Probable Retention
• Self Confidence
• Managing Call Reluctance
• The POP provides each candidate with an overview of strengths and some career
counseling on what to seek and what to avoid in career paths.
• The MANAGEMENTPRO™ is a state of the art profiling tool that assesses the factors
that allow managers to manage people and performance together effectively.
The MANAGEMENTPRO™:
• is an essential selection and succession planning tool
• provides an overview of personality traits as they apply to management roles
• assesses emotional intelligence
• assesses leadership style, comfort with conflict, lifestyle management and much
more
• provides coaching and development strategies
• provides feedback on matching to mentors, peers and staff
• The MANAGEMENTPRO™ provides each individual with an overview of strengths
and some career counseling on what to seek and what to avoid in career paths.
 HospitalityScreen™

The Hospitality Screen is designed to provide insight into the strengths of individuals seeking
positions in the hospitality market sector. By identifying and understanding personal strengths
as well as identify growth opportunities, managers will be able to select people for hospitality
positions and fit them to suitable roles. This profile will also help managers coach their people
more effectively.

The HospitalityScreenTM provides an efficient and economical solution to the challenge of

targeting and screening a high number of potential recruits. The HospitalityScreenTM:
•is an on-line 24/7 pre-employment assessment tool.
•uses organizational specific criteria to assess talent, work history and probability of success
• uses a series of standardized, objective and validated questions
•provides data which can be measured and integrated with selection processes as the basis for
continuous improvement
 Talent from Characteristics
SM, Motivation and Social
Orientation

Effort from Background

Job Stability and
Experience

Fit from Attitudes

Self Confidence and
Commitment to Service

Standardized format
Information at a glance
Creates own process, Self-evaluating,
Proactive, Seeks Opportunities

Needs existing process,

seeks feedback, responsive
Results Focus, High Urgency, Bottom Line

Service/People Focus, Relaxed, Loyal

Non-Conformist, Comfortable in
Unstructured Environments
Conformist, Prefers Structured
Environments
Very Comfortable, Enjoys – May Seek

Not Comfortable, Dislikes - Avoids

Energized by meeting new
people, Outgoing, Friendly

Builds Relationships
Slowly, Shy, Reserved
Very Analytical

Pays little attention to detail,

Learns the necessities
Sees Self as in Control: Takes
Responsibility for own Actions

Controlled by external
circumstances; investigate
Managing Lifestyle Effectively

Has difficulty coping at times

Demonstrates a personal interest in a service career.

Potential barrier to performance

 Insight into validity of answers by
showing extent that candidate is
responding in socially desirable manner.

Investigate

Accept at face value