Human Resource Management


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Human Resource Management


Contents
Chapter 1 The Role of Human Resources.....................................................................1
1.1 Human Resource Management Day to Day ...................................................................1
1.2 What Is Human Resources?...............................................................................................2
Learning Objectives .........................................................................................................2
1.2.1 What Is HRM? ...........................................................................................................2
Human Resource Recall ..........................................................................................3
1.2.2 The Role of HRM .....................................................................................................3
1.2.3 Staffing......................................................................................................................3
1.2.4 Development of Workplace Policies .....................................................................3
1.2.5 Compensation and Benefits Administration........................................................4
1.2.6 Retention ..................................................................................................................4
1.2.7 Training and Development.....................................................................................5
1.2.8 Dealing with Laws Affecting Employment ............................................................5
1.2.9 Worker Protection ...................................................................................................6
1.2.10 Communication .....................................................................................................6
1.2.11 Awareness of External Factors ............................................................................7
Key Takeaways .........................................................................................................9
Exercises .................................................................................................................10
1.3 Skills Needed for HRM .....................................................................................................10
Learning Objectives .......................................................................................................10
Human Resource Recall ................................................................................................11
Key Takeaways ...............................................................................................................12
Exercises .........................................................................................................................13

1.4 Today’s HRM Challenges..................................................................................................13
Learning Objective .........................................................................................................13
1.4.1 Containing Costs....................................................................................................14
1.4.2 Technology .............................................................................................................16
How Would You Handle This? ..............................................................................17
1.4.3 The Economy .........................................................................................................18
1.4.4 The Changing and Diverse Workforce ................................................................18
Fortune 500 Focus .................................................................................................19
Human Resource Recall ........................................................................................20
1.4.5 Ethics.......................................................................................................................22
Key Takeaways .......................................................................................................23
Exercises .................................................................................................................24
1.5 Cases and Problems.........................................................................................................24
Chapter Summary ..........................................................................................................24
Chapter Case ..................................................................................................................25
Team Activities ...............................................................................................................26
Chapter 2 Developing and Implementing Strategic HRM Plans ..............................27
2.1 The Value of Planning .....................................................................................................27
2.2 Strategic Planning.............................................................................................................28
Learning Objectives .......................................................................................................28


2.3 HRM vs. Personnel Management ...................................................................................30
HRM as a Strategic Component of the Business .......................................................31
Human Resource Recall ................................................................................................33
2.3.1 The Steps to Strategic Plan Creation...................................................................33
2.3.2 Conduct a Strategic Analysis ................................................................................34
2.3.3 Identify Strategic HR Issues..................................................................................37
2.3.4 Prioritize Issues and Actions ................................................................................39
2.3.5 Draw Up an HRM Plan ..........................................................................................39

Key Takeaways .......................................................................................................39
Exercises .................................................................................................................40
2.4 Writing the HRM Plan .......................................................................................................40
Learning Objective .........................................................................................................40
How Would You Handle This? ......................................................................................40
2.4.1 Determine Human Resource Needs ...................................................................42
2.4.2 Recruit.....................................................................................................................43
2.4.3 Select.......................................................................................................................43
2.4.4 Determine Compensation....................................................................................44
2.4.5 Develop Training ...................................................................................................45
2.4.6 Perform a Performance Appraisal ......................................................................45
Human Resource Recall ........................................................................................46
Key Takeaways .......................................................................................................46
Exercises .................................................................................................................47
2.5 Tips in HRM Planning .......................................................................................................47
Learning Objective .........................................................................................................47
Fortune 500 Focus .........................................................................................................47
2.5.1 Link HRM Strategic Plan to Company Plan ........................................................48
2.5.2 Monitor the Plan Constantly ................................................................................48
2.5.3 Measure It ..............................................................................................................49
Human Resource Recall ........................................................................................49
2.5.3.1 Sometimes Change Is Necessary ............................................................49
2.5.3.2 Be Aware of Legislative Changes..............................................................50
Key Takeaways ...............................................................................................50
Exercises .........................................................................................................50
2.6 Cases and Problems.........................................................................................................51
Chapter Summary ..........................................................................................................51
Chapter Case ..................................................................................................................52
Team Activities ...............................................................................................................52
Chapter 3 Diversity and Multiculturalism .................................................................53

3.1 Hiring Multicultural ..........................................................................................................53
3.2 Diversity and Multiculturalism ........................................................................................53
Learning Objectives .......................................................................................................53
3.2.1 Power and Privilege ..............................................................................................54
Human Resource Recall ........................................................................................55
Stereotypes and the Effect on Privilege ..............................................................55
3.2.2 Why Diversity and Multiculturalism?...................................................................56


Fortune 500 Focus .................................................................................................56
Key Takeaways .......................................................................................................58
Exercises .................................................................................................................58
3.3 Diversity Plans...................................................................................................................59
Learning Objectives .......................................................................................................59
3.3.1 Recruitment and Selection ...................................................................................60
3.3.2 Testing ....................................................................................................................61
3.3.3 Pay and Promotion ...............................................................................................61
3.3.4 Now What? .............................................................................................................62
Things to Consider When Creating a Multicultural And Diverse Work
Environment ...........................................................................................................63
Human Resource Recall ........................................................................................65
How Would You Handle This? ..............................................................................65
Key Takeaways .......................................................................................................65
Exercises .................................................................................................................66
3.4 Multiculturalism and the Law .........................................................................................66
Learning Objectives .......................................................................................................66
3.4.1 Equal Employment Opportunity Commission (EEOC) ......................................66
3.4.2 EEOC Federal Legislation......................................................................................68
3.4.3 Age ..........................................................................................................................69
3.4.4 Disability .................................................................................................................69

3.4.5 Equal Pay/Compensation ....................................................................................70
3.4.6 Genetic Information ..............................................................................................70
3.4.7 National Origin.......................................................................................................71
3.4.8 Pregnancy...............................................................................................................71
3.4.9 Race/Color .............................................................................................................72
3.4.10 Religion ................................................................................................................72
3.4.11 Sex and Sexual Harassment ..............................................................................73
3.4.12 Retaliation ............................................................................................................73
3.4.13 Military Service ....................................................................................................74
Human Resource Call ............................................................................................74
Key Takeaways .......................................................................................................74
Exercises .................................................................................................................75
3.5 Cases and Problems.........................................................................................................75
Chapter Summary ..........................................................................................................75
Chapter Case ..................................................................................................................77
Team Activity ..................................................................................................................77
Chapter 4 Recruitment.................................................................................................78
4.1 Keeping Up with Growth .................................................................................................78
4.2 The Recruitment Process.................................................................................................79
Learning Objectives .......................................................................................................79
4.2.1 Recruitment Strategy ............................................................................................80
4.2.2 Job Analysis and Job Descriptions .......................................................................81
Tips to Writing a Good Job Description ...............................................................87
Human Resource Call ............................................................................................87
Key Takeaways .......................................................................................................87


Title ..........................................................................................................................88
4.3 The Law and Recruitment................................................................................................88
Learning Objectives .......................................................................................................88

4.3.1 Immigration Reform and Control Act .................................................................88
4.3.2 Patriot Act...............................................................................................................90
How Would You Handle This? ..............................................................................90
4.3.3 EEO Set of Laws .....................................................................................................91
Human Resource Recall ........................................................................................93
Key Takeaways .......................................................................................................93
Exercises .................................................................................................................94
4.4 Recruitment Strategies ....................................................................................................94
Learning Objective .........................................................................................................94
4.4.1 Recruiters ...............................................................................................................95
Fortune 500 Focus .................................................................................................95
4.4.2 Campus Recruiting ................................................................................................96
4.4.3 Professional Associations.....................................................................................96
Human Resource Recall ........................................................................................98
4.4.4 Websites .................................................................................................................98
4.4.5 Social Media ...........................................................................................................99
4.4.6 Events .................................................................................................................. 100
4.4.7 Special/Specific Interest Groups (SIGs) ............................................................ 100
4.4.8 Referrals .............................................................................................................. 100
4.4.9 Costs of Recruitment ......................................................................................... 105
Key Takeaways .................................................................................................... 105
Exercises .............................................................................................................. 106
4.5 Cases and Problems...................................................................................................... 107
Chapter Summary ....................................................................................................... 107
Chapter Case ............................................................................................................... 109
Team Activity ............................................................................................................... 110
Chapter 5 Selection.....................................................................................................112
5.1 The Interview ................................................................................................................. 112
5.2 The Selection Process ................................................................................................... 112
Learning Objective ...................................................................................................... 112

Fortune 500 Focus ...................................................................................................... 116
Human Resource Recall ............................................................................................. 116
Key Takeaways ............................................................................................................ 116
Exercise ........................................................................................................................ 117
5.3 Criteria Development and Résumé Review................................................................ 117
Learning Objectives .................................................................................................... 117
5.3.1 Criteria Development Considerations ............................................................. 117
5.3.2 Validity and Reliablity ......................................................................................... 118
5.3.3 Fit Issues .............................................................................................................. 119
5.3.4 Reviewing Résumés............................................................................................ 120
How Would You Handle This? ........................................................................... 123
Key Takeaways .................................................................................................... 123


Exercises .............................................................................................................. 124
5.4 Interviewing.................................................................................................................... 124
Learning Objectives .................................................................................................... 124
5.4.1 Types of Interviews ............................................................................................ 124
5.4.2 Interview Questions ........................................................................................... 126
Human Resource Recall ..................................................................................... 128
5.4.3 Interview Process ............................................................................................... 128
Human Resource Recall ..................................................................................... 130
Key Takeaways .................................................................................................... 130
Exercises .............................................................................................................. 131
5.5 Testing and Selecting .................................................................................................... 131
Learning Objectives .................................................................................................... 131
5.5.1 Testing ................................................................................................................. 131
5.5.2 Selection Methods.............................................................................................. 135
Key Takeaways .................................................................................................... 137
Exercises .............................................................................................................. 138

5.6 Making the Offer............................................................................................................ 138
Learning Objectives .................................................................................................... 138
Key Takeaways ............................................................................................................ 140
Exercise ........................................................................................................................ 141
5.7 Cases and Problems...................................................................................................... 141
Chapter Summary ....................................................................................................... 141
Chapter Case ............................................................................................................... 143
Team Activity ............................................................................................................... 145
Chapter 6 Compensation and Benefits ....................................................................146
6.1 Matching Compensation with Core Values ............................................................... 146
6.2 Goals of a Compensation Plan..................................................................................... 146
Learning Objectives .................................................................................................... 146
Human Resource Recall ............................................................................................. 148
Key Takeaways ............................................................................................................ 148
Exercise ........................................................................................................................ 148
6.3 Developing a Compensation Package......................................................................... 149
Learning Objectives .................................................................................................... 149
6.3.1 Internal and External Pay Factors .................................................................... 150
Key Takeaways .................................................................................................... 152
Exercise ................................................................................................................ 152
6.4 Types of Pay Systems .................................................................................................... 153
Learning Objectives .................................................................................................... 153
6.4.1 Job Evaluation Systems...................................................................................... 153
6.4.2 Pay Systems ........................................................................................................ 163
How Would You Handle This? ........................................................................... 165
6.4.3 Pay Theories........................................................................................................ 165
6.4.4 Pay Decision Considerations............................................................................. 167
Human Resource Recall ..................................................................................... 167
6.4.5 Types of Pay ........................................................................................................ 169



6.4.6 Laws Relating to Pay .......................................................................................... 170
Key Takeaways .................................................................................................... 171
Exercises .............................................................................................................. 172
6.5 Other Types of Compensation..................................................................................... 172
Learning Objectives .................................................................................................... 172
6.5.1 Mandated: Social Security and Medicare ....................................................... 173
6.5.2 Mandated: Unemployment Insurance and Workers’ Compensation ......... 173
6.5.3 Mandated: COBRA ............................................................................................. 173
6.5.4 Voluntary: Incentive Pay Systems..................................................................... 174
Fortune 500 Focus .............................................................................................. 175
6.5.5 Voluntary: Medical Insurance ........................................................................... 176
6.5.6 Voluntary: 401(k) Plans ...................................................................................... 180
6.5.7 Voluntary: Paid Time Off ................................................................................... 181
6.5.8 Paid Holidays ...................................................................................................... 181
6.5.9 Sick Leave ............................................................................................................ 182
6.5.10 Paid Vacation .................................................................................................... 182
6.5.11 Paid Time Off (PTO) ......................................................................................... 182
6.5.12 A Final Note on Compensation and Benefits Strategy ................................ 182
Key Takeaways .................................................................................................... 183
Exercises .............................................................................................................. 184
6.6 Cases and Problems...................................................................................................... 184
Chapter Summary ....................................................................................................... 184
Chapter Case ............................................................................................................... 187
Team Activity ............................................................................................................... 187
Chapter 7 Retention and Motivation........................................................................189
7.1 Dissatisfaction Isn’t Always about Pay ....................................................................... 189
7.2 The Costs of Turnover................................................................................................... 190
Learning Objectives .................................................................................................... 190
7.2.1 Reasons for Voluntary Turnover ...................................................................... 192

Human Resource Recall ..................................................................................... 194
Key Takeaways .................................................................................................... 194
Exercises .............................................................................................................. 195
7.3 Retention Plans.............................................................................................................. 195
Learning Objectives .................................................................................................... 195
7.3.1 Theories on Job Dissatisfaction ....................................................................... 196
7.3.2 Progression of Job Withdrawal ......................................................................... 196
7.3.3 Hawthorne Studies............................................................................................. 198
7.3.4 Maslow’s Hierarchy of Needs............................................................................ 198
7.3.5 Herzberg Two-Factor Theory ............................................................................ 199
7.3.6 McGregor............................................................................................................. 200
Human Resources Recall ................................................................................... 200
7.3.7 Carrot and Stick .................................................................................................. 201
7.3.8 Sources of Employee Satisfaction Data ........................................................... 201
Sample Exit Interview Questions ...................................................................... 202
KEY TAKEAWAYS .................................................................................................. 206


EXERCISES ............................................................................................................ 207
7.4 Implementing Retention Strategies ............................................................................ 207
Learning Objective ...................................................................................................... 207
7.4.1 Salaries and Benefits ......................................................................................... 208
7.4.2 Training and Development................................................................................ 209
How Would You Handle This? ........................................................................... 209
7.5 Performance Appraisals ............................................................................................... 209
Human Resource Recall ............................................................................................. 209
7.5.1 Succession Planning........................................................................................... 210
7.5.2 Flextime, Telecommuting, and Sabbaticals..................................................... 210
7.5.3 Management Training ....................................................................................... 211
7.5.4 Conflict Management and Fairness ................................................................. 211

Fortune 500 Focus .............................................................................................. 212
7.5.5 Job Design, Job Enlargement, and Empowerment ......................................... 213
7.5.6 Pay-for-Performance Strategies ....................................................................... 214
7.5.7 Work-Life Balance............................................................................................... 215
7.5.8 Other Retention Strategies ............................................................................... 216
Key Takeaways .................................................................................................... 217
Exercise ................................................................................................................ 218
7.6 Cases and Problems...................................................................................................... 218
Chapter Summary ....................................................................................................... 218
Chapter Case ............................................................................................................... 221
Team Activity ............................................................................................................... 223
Chapter 8 Training and Development .....................................................................224
8.1 Training: Not Like It Used to Be ................................................................................... 224
8.2 Steps to Take in Training an Employee....................................................................... 225
Learning Objective ...................................................................................................... 225
8.2.1 Employee Orientation........................................................................................ 226
Human Resource Recall ..................................................................................... 227
8.2.2 In-House Training .............................................................................................. 227
8.2.3 Mentoring............................................................................................................ 228
8.2.4 External Training ................................................................................................ 229
How Would You Handle This? ........................................................................... 229
Key Takeaways .................................................................................................... 230
Exercises .............................................................................................................. 230
8.3 Types of Training ........................................................................................................... 231
Learning Objective ...................................................................................................... 231
8.3.1 Technical or Technology Training .................................................................... 231
8.3.2 Quality Training .................................................................................................. 232
8.3.3 Skills Training ...................................................................................................... 232
8.3.4 Soft Skills Training .............................................................................................. 233
8.3.5 Professional Training and Legal Training ........................................................ 233

8.3.6 Team Training .................................................................................................... 234
Human Resource Recall ..................................................................................... 234
8.3.7 Managerial Training ........................................................................................... 234


8.3.8 Safety Training .................................................................................................... 235
Starbucks Training Video ................................................................................... 235
Key Takeaways .................................................................................................... 235
Exercises .............................................................................................................. 236
8.4 Training Delivery Methods ........................................................................................... 236
Learning Objective ...................................................................................................... 236
8.4.1 On-the-Job Coaching Training Delivery ........................................................... 237
8.4.2 Mentoring and Coaching Training Delivery .................................................... 237
8.4.3 Brown Bag Lunch Training Delivery ................................................................ 237
Human Resource Recall ..................................................................................... 238
8.4.4 Web-Based Training Delivery............................................................................ 238
8.4.5 Job Shadowing Training Delivery ...................................................................... 239
Fortune 500 Focus .............................................................................................. 239
8.4.6 Job Swapping Training Delivery ....................................................................... 240
8.4.7 Vestibule Training Delivery................................................................................ 240
8.4.8 International Assignment Training................................................................... 241
Key Takeaways .................................................................................................... 241
Exercises .............................................................................................................. 242
8.5 Designing a Training Program ..................................................................................... 242
Learning Objectives .................................................................................................... 242
8.5.1 Training Program Framework Development .................................................. 243
Human Resource Recall ..................................................................................... 244
8.5.2 Needs Assessment ............................................................................................ 244
8.5.3 Learning Objectives ........................................................................................... 245
8.5.4 Learning Styles.................................................................................................... 245

8.5.5 Delivery Mode..................................................................................................... 246
8.5.6 Budget ................................................................................................................. 248
8.5.7 Delivery Style ...................................................................................................... 248
8.5.8 Audience ............................................................................................................. 248
8.5.9 Content Development ...................................................................................... 249
8.5.10 Timelines .......................................................................................................... 249
8.5.11 Communication ............................................................................................... 250
Human Resource Recall ..................................................................................... 250
8.5.12 Measuring Effectiveness.................................................................................. 250
8.5.13 Career Development Programs and Succession Planning.......................... 253
Key Takeaways .................................................................................................... 256
Exercises .............................................................................................................. 257
8.6 Cases and Problems...................................................................................................... 258
Chapter Summary ....................................................................................................... 258
Chapter Case ............................................................................................................... 259
Team Activity ............................................................................................................... 262
Chapter 9 Successful Employee Communication ...................................................263
9.1 The Biggest Challenge .................................................................................................. 263
9.2 Communication Strategies ........................................................................................... 264
Learning Objectives .................................................................................................... 264


9.2.1 Communication and Emotional Intelligence (EI) ............................................ 264
Human Resource Recall ..................................................................................... 265
9.2.2 Communication Directions ............................................................................... 265
9.2.3 Communication Styles ....................................................................................... 268
9.2.4 Nonverbal Communication ............................................................................... 272
Strategic HR Communication Style in Organizations ..................................... 273
How Would You Handle This? ........................................................................... 273
9.2.5 Listening .............................................................................................................. 274

Key Takeaways .................................................................................................... 276
Exercises .............................................................................................................. 277
9.3 Management Styles....................................................................................................... 277
Learning Objectives .................................................................................................... 277
FORTUNE 500 FOCUS ................................................................................................. 278
9.3.1 Task Style versus People-Centered Style ........................................................ 278
9.3.2 Participatory, Directing, or Teamwork Styles.................................................. 279
9.3.3 Autocratic, Participative, and Free-Reign Styles ............................................. 280
9.3.4 Path Goal Model for Leadership....................................................................... 280
9.3.5 Applying Management Styles............................................................................ 281
Human Resource Recall ..................................................................................... 283
Key Takeaways .................................................................................................... 284
Exercises .............................................................................................................. 284
9.4 Cases and Problems...................................................................................................... 285
Chapter Summary ....................................................................................................... 285
Chapter Case ............................................................................................................... 286
Team Activity ............................................................................................................... 287
Chapter 10 Managing Employee Performance .......................................................288
10.1 A Dilemma ................................................................................................................... 288
10.2 Handling Performance................................................................................................ 289
Learning Objectives .................................................................................................... 289
10.2.1 Types of Performance Issues.......................................................................... 289
Fortune 500 Focus .............................................................................................. 291
Human Resource Recall ..................................................................................... 292
10.2.2 What Influences Performance? ...................................................................... 292
10.2.3 Defining Discipline .......................................................................................... 293
10.2.4 The Role of the Performance Appraisal in Discipline .................................. 293
10.2.5 Performance Issue Model ............................................................................... 294
10.2.6 Investigation of Performance Issues ............................................................. 296
10.2.7 Options for Handling Performance Issues.................................................... 296

University of Iowa’s Progressive Discipline Process ....................................... 297
10.2.8 Alternative Dispute Resolution ....................................................................... 300
10.2.9 Employee Separation....................................................................................... 301
10.2.10 Rightsizing and Layoffs.................................................................................. 302
Key Takeaways .................................................................................................... 303
Exercises .............................................................................................................. 304
10.3 Employee Rights .......................................................................................................... 305


Learning Objectives .................................................................................................... 305
10.3.1 Job Protection Rights ....................................................................................... 305
10.3.2 Privacy Rights.................................................................................................... 310
Human Resource Recall ..................................................................................... 312
10.3.3 Labor Unions .................................................................................................... 312
How Would You Handle This? ........................................................................... 314
Key Takeaways .................................................................................................... 315
Exercises .............................................................................................................. 316
10.4 Cases and Problems.................................................................................................... 316
Chapter Summary ....................................................................................................... 316
Chapter Case ............................................................................................................... 318
Team Activities ............................................................................................................ 320
Chapter 11 Employee Assessment ...........................................................................321
11.1 A Tough Conversation ................................................................................................ 321
11.2 Performance Evaluation Systems.............................................................................. 322
Learning Objectives .................................................................................................... 322
11.2.1 Designing a Performance Appraisal System................................................. 322
11.2.2 Performance Appraisal System Errors .......................................................... 325
11.2.3 Performance Appraisal Legal Considerations .............................................. 326
Human Resource Recall ..................................................................................... 329
Key Takeaways .................................................................................................... 329

Exercises .............................................................................................................. 330
11.3 Appraisal Methods ...................................................................................................... 331
Learning Objective ...................................................................................................... 331
11.3.1 Graphic Rating Scale ........................................................................................ 331
11.3.2 Essay Appraisal ................................................................................................ 332
11.3.3 Checklist Scale .................................................................................................. 332
11.3.4 Critical Incident Appraisals ............................................................................. 335
11.3.5 Work Standards Approach ............................................................................. 336
11.3.6 Ranking Methods ............................................................................................. 336
Fortune 500 Focus .............................................................................................. 337
Human Resource Recall ..................................................................................... 338
11.3.7 Management by Objectives (MBO) ................................................................ 338
Setting MBOs with Employees .......................................................................... 339
11.3.8 Behaviorally Anchored Rating Scale (BARS) .................................................. 339
How Would You Handle This? ........................................................................... 342
Key Takeaways .................................................................................................... 344
Exercise ................................................................................................................ 345
11.4 Completing and Conducting the Appraisal .............................................................. 345
Learning Objectives .................................................................................................... 345
11.4.1 Best Practices in Performance Appraisals .................................................... 346
11.4.2 Training Managers and Employees................................................................ 348
Employee Feedback ............................................................................................ 349
11.4.3 Organizing the Performance Appraisal Process........................................... 351
11.4.4 Performance Appraisal Interviews................................................................. 352


Key Takeaways .................................................................................................... 353
EXERCISES ............................................................................................................ 354
11.5 Cases and Problems.................................................................................................... 355
Chapter Summary ....................................................................................................... 355

Chapter Case ............................................................................................................... 359
Team Activity ............................................................................................................... 360
Chapter 12 Working with Labor Unions ..................................................................362
12.1 Unhappy Employees Could Equal Unionization ..................................................... 362
12.2 The Nature of Unions.................................................................................................. 362
Learning Objectives .................................................................................................... 362
12.2.1 History and Organization of Unions .............................................................. 363
12.2.2 Current Union Challenges............................................................................... 365
Human Resource Recall ..................................................................................... 365
12.2.3 Labor Union Laws ............................................................................................ 367
12.2.4 The Unionization Process................................................................................ 369
12.2.5 Strategies Companies Use to Avoid Unionization........................................ 370
FORTUNE 500 FOCUS ......................................................................................... 372
12.2.6 The Impact of Unions on Organizations........................................................ 373
Key Takeaways .................................................................................................... 373
Exercises .............................................................................................................. 375
12.3 Collective Bargaining................................................................................................... 375
Learning Objectives .................................................................................................... 375
12.3.1 The Process of Collective Bargaining ............................................................. 375
Examples of Bargaining Topics ......................................................................... 377
12.3.2 Ramifications of a Bargaining Impasse ......................................................... 378
Human Resource Recall ..................................................................................... 379
12.3.3 Working with Labor Unions ............................................................................ 380
How Would You Handle This? ........................................................................... 380
Key Takeaways .................................................................................................... 381
Exercises .............................................................................................................. 382
12.4 Administration of the Collective Bargaining Agreement ........................................ 382
Learning Objective 　 ................................................................................................. 382
12.4.1 Procedures for Grievances.............................................................................. 382
Key Takeaways .................................................................................................... 385

Exercise ................................................................................................................ 385
12.5 Cases and Problems.................................................................................................... 386
Chapter Summary ....................................................................................................... 386
Chapter Case ............................................................................................................... 388
TEAM ACTIVITY ............................................................................................................ 389
Chapter 13 Safety and Health at Work ....................................................................390
13.1 Training for Safety ...................................................................................................... 390
13.2 Workplace Safety and Health Laws ........................................................................... 391
Learning Objectives .................................................................................................... 391
13.2.1 Occupational Safety and Health Administration (OSHA) Laws ................... 391


13.2.2 What Is OSHA About?....................................................................................... 391
The Most Frequently Violated and Cited OSHA Standards ............................ 393
13.2.3 Right-to-Know Laws ......................................................................................... 394
Human Resource Recall ..................................................................................... 394
13.2.4 OSHA Enforcement .......................................................................................... 395
Fortune 500 Focus .............................................................................................. 397
Key Takeaways .................................................................................................... 398
EXERCISES ............................................................................................................ 399
13.3 Health Hazards at Work.............................................................................................. 399
Learning Objective ...................................................................................................... 399
13.3.1 Stress ................................................................................................................. 399
Stress Management ............................................................................................ 400
Being a Student Can Be Stressful ..................................................................... 402
Human Resource Recall ..................................................................................... 403
13.3.2 Cumulative Trauma Disorders........................................................................ 403
How Would You Handle This? ........................................................................... 405
13.3.3 Video Display Terminals (VDTs) ...................................................................... 405
13.3.4 Chemical and Fragrance Sensitivities ............................................................ 405

13.3.5 Chemicals and Substances ............................................................................. 407
Benefits to a Smoke-Free Work Environment and Sample Policy ................ 408
13.3.6 Workplace Violence and Bullying ................................................................... 409
Workplace Violence ............................................................................................ 410
13.3.7 Employee Privacy ............................................................................................. 412
13.3.8 Terrorism........................................................................................................... 413
13.3.9 Promoting a Culture of Safety and Health .................................................... 413
Example of Health and Safety Policy ................................................................ 414
Key Takeaways .................................................................................................... 416
Exercises .............................................................................................................. 417
13.4 Cases and Problems.................................................................................................... 417
Chapter Summary ....................................................................................................... 417
Chapter Case ............................................................................................................... 420
Team Activity ............................................................................................................... 420
Chapter 14 International HRM .................................................................................421
14.1 Things Weren’t What They Seemed ......................................................................... 421
14.2 Offshoring, Outsourcing ............................................................................................. 422
Learning Objectives .................................................................................................... 422
14.2.1 The Global Enviornment.................................................................................. 422
14.2.2 HRM Global Strategies..................................................................................... 430
14.2.3 Culture as a Major Aspect of HRM Overseas ................................................ 431
Fortune 500 Focus .............................................................................................. 435
Human Resource Recall ..................................................................................... 436
Key Takeaways .................................................................................................... 436
Exercise ................................................................................................................ 438
14.3 Staffing Internationally ............................................................................................... 438
Learning Objectives .................................................................................................... 438


14.3.1 Types of Staffing Strategy ............................................................................... 438

Human Resource Recall ..................................................................................... 440
14.3.2 Expatriates ........................................................................................................ 440
14.3.3 Host-Country National..................................................................................... 442
14.3.4 Third-Country Nationals .................................................................................. 443
Key Takeaways .................................................................................................... 443
Exercises .............................................................................................................. 444
14.4 International HRM Considerations............................................................................ 444
Learning Objectives .................................................................................................... 444
14.4.1 Recruitment and Selection.............................................................................. 445
14.4.2 Training.............................................................................................................. 446
14.4.3 Compensation and Rewards........................................................................... 451
14.4.4 Performance Evaluations ................................................................................ 454
14.4.5 The International Labor Environment ........................................................... 455
14.4.6 Logistics of International Assignments.......................................................... 459
How Would You Handle This? ........................................................................... 461
Key Takeaways .................................................................................................... 462
Exercise ................................................................................................................ 463
14.5 Cases and Problems.................................................................................................... 463
Chapter Summary ....................................................................................................... 463
Chapter Case ............................................................................................................... 465
Team Activity ............................................................................................................... 466


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Chapter 1 The Role of Human
Resources
1.1 Human Resource Management Day to Day
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You have just been hired to work in the human resource department of a small
company. You heard about the job through a conference you attended, put on by the
Society for Human Resource Management (SHRM). Previously, the owner of the
company, Jennifer, had been doing everything related to human resource
management (HRM). You can tell she is a bit critical about paying a good salary for
something she was able to juggle all on her own. On your first day, you meet the ten
employees and spend several hours with the company owner, hoping to get a handle
on which human resource processes are already set up.
Shortly after the meeting begins, you see she has a completely different perspective of
what HRM is, and you realize it will be your job to educate her on the value of a
human resource manager. You look at it as a personal challenge—both to educate her
and also to show her the value of this role in the organization.
First, you tell her that HRM is a strategic process having to do with the staffing,
compensation, retention, training, and employment law and policies side of the
business. In other words, your job as human resources (HR) manager will be not only
to write policy and procedures and to hire people (the administrative role) but also to
use strategic plans to ensure the right people are hired and trained for the right job at
the right time. For example, you ask her if she knows what the revenue will be in six
months, and Jennifer answers, “Of course. We expect it to increase by 20 percent.” You
ask, “Have you thought about how many people you will need due to this increase?”
Jennifer looks a bit sheepish and says, “No, I guess I haven’t gotten that far.” Then you
ask her about the training programs the company offers, the software used to allow
employees to access pay information online, and the compensation policies. She
responds, “It looks like we have some work to do. I didn’t know that human resources
involved all of that.” You smile at her and start discussing some of the specifics of the
business, so you can get started right away writing the strategic human resource
management plan.



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1.2 What Is Human Resources?
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Learning Objectives
1. Explain the role of HRM in organizations.
2. Define and discuss some of the major HRM activities.
Every organization, large or small, uses a variety of capital to make the business work.
Capital includes cash, valuables, or goods used to generate income for a business. For
example, a retail store uses registers and inventory, while a consulting firm may have
proprietary software or buildings. No matter the industry, all companies have one
thing in common: they must have people to make their capital work for them. This will
be our focus throughout the text: generation of revenue through the use of people’s
skills and abilities.

1.2.1 What Is HRM?
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Human resource management (HRM) is the process of employing people, training
them, compensating them, developing policies relating to them, and developing
strategies to retain them. As a field, HRM has undergone many changes over the last
twenty years, giving it an even more important role in today’s organizations. In the
past, HRM meant processing payroll, sending birthday gifts to employees, arranging
company outings, and making sure forms were filled out correctly—in other words,
more of an administrative role rather than a strategic role crucial to the success of the

organization. Jack Welch, former CEO of General Electric and management guru, sums
up the new role of HRM: “Get out of the parties and birthdays and enrollment forms.…
1
Remember, HR is important in good times, HR is defined in hard times.”
It’s necessary to point out here, at the very beginning of this text, that every manager
has some role relating to human resource management. Just because we do not have
the title of HR manager doesn’t mean we won’t perform all or at least some of the
HRM tasks. For example, most managers deal with compensation, motivation, and
retention of employees—making these aspects not only part of HRM but also part of
management. As a result, this book is equally important to someone who wants to be
an HR manager and to someone who will manage a business.

1. Kristen B. Frasch, David Shadovitz, and Jared Shelly, “There’s No Whining in HR,” Human Resource Executive Online, June
30, 2009, accessed September 24, 2010, />

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Human Resource Recall
Have you ever had to work with a human resource department at your
job? What was the interaction like? What was the department’s role
in that specific organization?

1.2.2 The Role of HRM
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Keep in mind that many functions of HRM are also tasks other department managers
perform, which is what makes this information important, despite the career path
taken. Most experts agree on seven main roles that HRM plays in organizations. These
are described in the following sections.


1.2.3 Staffing
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You need people to perform tasks and get work done in the organization. Even with
the most sophisticated machines, humans are still needed. Because of this, one of the
major tasks in HRM is staffing. Staffing involves the entire hiring process from posting
a job to negotiating a salary package. Within the staffing function, there are four main
steps:
1. Development of a staffing plan. This plan allows HRM to see how many people
they should hire based on revenue expectations.
2. Development of policies to encourage multiculturalism at
work.Multiculturalism in the workplace is becoming more and more important,
as we have many more people from a variety of backgrounds in the workforce.
3. Recruitment. This involves finding people to fill the open positions.
4. Selection. In this stage, people will be interviewed and selected, and a proper
compensation package will be negotiated. This step is followed by training,
retention, and motivation.

1.2.4 Development of Workplace Policies
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Every organization has policies to ensure fairness and continuity within the
organization. One of the jobs of HRM is to develop the verbiage surrounding these
policies. In the development of policies, HRM, management, and executives are
involved in the process. For example, the HRM professional will likely recognize the
need for a policy or a change of policy, seek opinions on the policy, write the policy,



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and then communicate that policy to employees. It is key to note here that HR
departments do not and cannot work alone. Everything they do needs to involve all
other departments in the organization. Some examples of workplace policies might be
the following:
• Discipline process policy
• Vacation time policy
• Dress code
• Ethics policy
• Internet usage policy
These topics are addressed further in "Compensation and Benefits (Page 146)",
"Retention and Motivation (Page 189)", "Training and Development (Page 224)", and
"Successful Employee Communication (Page 263)".

1.2.5 Compensation and Benefits Administration
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HRM professionals need to determine that compensation is fair, meets industry
standards, and is high enough to entice people to work for the organization.
Compensation includes anything the employee receives for his or her work. In
addition, HRM professionals need to make sure the pay is comparable to what other
people performing similar jobs are being paid. This involves setting up pay systems
that take into consideration the number of years with the organization, years of
experience, education, and similar aspects. Examples of employee compensation
include the following:

Health Benefits
Pay 401(k) (retirement plans)
Stock purchase plans
Vacation time
Sick leave
Bonuses
Tuition reimbursement
Since this is not an exhaustive list, compensation is discussed further in
"Compensation and Benefits (Page 146)".

1.2.6 Retention
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Human resource people must be aware of all the laws that affect the workplace. An
HRM professional might work with some of thHRM Retention involves keeping and


5

motivating employees to stay with the organization. Compensation is a major factor in
employee retention, but there are other factors as well. Ninety percent of employees
leave a company for the following reasons:
1. The job they are performing
2. Challenges with their manager
3. Poor fit with organizational culture
4. Poor workplace environment
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Despite this, 90 percent of managers think employees leave as a result of pay. As a

result, managers often try to change their compensation packages to keep people
from leaving, when compensation isn’t the reason they are leaving at all. "Retention
and Motivation (Page 189)" and "Employee Assessment (Page 321)" discuss some
strategies to retain the best employees based on these four factors.

1.2.7 Training and Development
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Once we have spent the time to hire new employees, we want to make sure they not
only are trained to do the job but also continue to grow and develop new skills in their
job. This results in higher productivity for the organization. Training is also a key
component in employee motivation. Employees who feel they are developing their
skills tend to be happier in their jobs, which results in increased employee retention.
Examples of training programs might include the following:
• Job skils training, such as how to run a particular computer program
• Training on communication
• Team-building activities
• Policy and legal training, such as sexual harassment training and ethics training
We address each of these types of training and more in detail in "Training and
Development (Page 224)".

1.2.8 Dealing with Laws Affecting Employment
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Human resource people must be aware of all the laws that affect the workplace. An
HRM professional might work with some of these laws:
• Discrimination laws
2. Leigh Rivenbark, “The 7 Hidden Reasons Why Employees Leave,” HR Magazine, May 2005, accessed October 10,

2010, />

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• Health-care requirements
• Compensation requirements such as the minimum wage
• Worker safety laws
• Labor laws
The legal environment of HRM is always changing, so HRM must always be aware of
changes taking place and then communicate those changes to the entire management
organization. Rather than presenting a chapter focused on HRM laws, we will address
these laws in each relevant chapter.

1.2.9 Worker Protection
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Safety is a major consideration in all organizations. Oftentimes new laws are created
with the goal of setting federal or state standards to ensure worker safety. Unions and
union contracts can also impact the requirements for worker safety in a workplace. It
is up to the human resource manager to be aware of worker protection requirements
and ensure the workplace is meeting both federal and union standards. Worker
protection issues might include the following:
• Chemical hazards
• Heating and ventilation requirements
• Use of “no fragrance” zones
• Protection of private employee information
We take a closer look at these issues in "Working with Labor Unions (Page 362)" and

"Safety and Health at Work (Page 390)".

1.2.10 Communication
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Besides these major roles, good communication skills and excellent management
skills are key to successful human resource management as well as general
management. We discuss these issues in "Successful Employee Communication (Page
263)".


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1.2.11 Awareness of External Factors
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In addition to managing internal factors, the HR manager needs to consider the
outside forces at play that may affect the organization. Outside forces,
orexternal factors, are those things the company has no direct control over; however,
they may be things that could positively or negatively impact human resources.
External factors might include the following:
1. Globalization and offshoring
2. Changes to employment law
3. Health-care costs
4. Employee expectations
5. Diversity of the workforce
6. Changing demographics of the workforce
7. A more highly educated workforce

8. Layoffs and downsizing
9. Technology used, such as HR databases
10. Increased use of social networking to distribute information to employees
For example, the recent trend in flexible work schedules (allowing employees to set
their own schedules) and telecommuting (allowing employees to work from home or a
remote location for a specified period of time, such as one day per week) are external
factors that have affected HR. HRM has to be aware of these outside issues, so they
can develop policies that meet not only the needs of the company but also the needs
of the individuals. Another example is the Patient Protection and Affordable Care Act,
signed into law in 2010. Compliance with this bill has huge implications for HR. For
example, a company with more than fifty employees must provide health-care
coverage or pay a penalty. Currently, it is estimated that 60 percent of employers offer
3
health-care insurance to their employees. Because health-care insurance will be
mandatory, cost concerns as well as using health benefits as a recruitment strategy
are big external challenges. Any manager operating without considering outside
forces will likely alienate employees, resulting in unmotivated, unhappy workers. Not
understanding the external factors can also mean breaking the law, which has a
concerning set of implications as well.

3. Peter Cappelli, “HR Implications of Healthcare Reform,” Human Resource Executive Online,March 29, 2010, accessed
August 18, 2011, />

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Fig. 1.1: An understanding of key external factors is important to the successful HR professional. This
allows him or her to be able to make strategic decisions based on changes in the external
environment. To develop this undersnding, reading various publications is necessary.


One way managers can be aware of the outside forces is to attend conferences and
read various articles on the web. For example, the website of the Society for Human
4
Resource Management, SHRM Online, not only has job postings in the field but
discusses many contemporary human resource issues that may help the manager
make better decisions when it comes to people management. In "Today’s HRM
Challenges (Page 13)", we go into more depth about some recent external issues that
are affecting human resource management roles. In "The Role of HRM (Page 3)", we
discuss some of the skills needed to be successful in HRM.

4. Society for Human Resource Management, accessed August 18, 2011, />

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Fig. 1.2: Most professionals agree that there are seven main tasks HRM professionals perform. All
these need to be considered in relation to external and outside forces.

Key Takeaways
• Capital includes all resources a company uses to generate revenue.
Human resources or the people working in the organization are the
most important resource.
• Human resource management is the process of employing people,
training them, compensating them, developing policies relating to
the workplace, and developing strategies to retain employees.
• There are seven main responsibilities of HRM managers: staffing,
setting policies, compensation and benefits, retention, training,
employment laws, and worker protection. In this book, each of
these major areas will be included in a chapter or two.
• In addition to being concerned with the seven internal aspects,

HRM managers must keep up to date with changes in the external


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environment that may impact their employees. The trends
toward flexible schedules and telecommuting are examples of external
aspects.
• To effectively understand how the external forces might affect
human resources, it is important for the HR manager to read the HR
literature, attend conferences, and utilize other ways to stay up to
date with new laws, trends, and policies.

Exercises
1. State arguments for and against the following statement: there are
other things more valuable in an organization besides the people
who work there.
2. Of the seven tasks an HR manager does, which do you think is the
most challenging? Why?

1.3 Skills Needed for HRM
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Learning Objectives
1. Explain the professional and personal skills needed to be successful in
HRM.
2. Be able to define human resource management and the certifications

that can be achieved in this profession.
One of the major factors of a successful manager or human resource (HR) manager is
an array of skills to deal with a variety of situations. It simply isn’t enough to have
knowledge of HR, such as knowing which forms need to be filled out. It takes multiple
skills to create and manage people, as well as a cutting-edge human resource
department.
The first skill needed is organization. The need for this skill makes sense, given that
you are managing people’s pay, benefits, and careers. Having organized files on your
computer and good time-management skills are crucial for success in any job, but
especially if you take on a role in human resources.
Like most jobs, being able to multitask—that is, work on more than one task at a
time—is important in managing human resources. A typical person managing human
resources may have to deal with an employee issue one minute, then switch and deal
with recruiting. Unlike many management positions, which only focus on one task or
one part of the business, human resources focuses on all areas of the business, where
multitasking is a must.