Summary: Training Plan For Landslide Limusine
Training Plan for Landslide Limousine
Team D: Teresa Johnson, Moi Rodriguez, Erick Alvarez
HRM/531
February 10, 2015
Instructor: Kevin Driggs
MEMORADUM
TO: Bradley Stonefield, Landslide Limousine CEO
CC: Traci Goldman, Manager, Atwood and Allen Consulting
FROM: Teresa Johnson, Moi Rodriguez, Erick Alvarez,
DATE: February 10, 2015
SUBJECT: Training Plan for Landslide Limousine
Dear Mr. Stonefield,
As you requested we have put together a training plan for your business. Atwood and Allen Consulting believe all companies must have an effective training plan in place to be successful. This structured training plan will ensure that every employee receive exposure to the company’s goals and objectives. Regardless to the industry you are in, …show more content…
a training plan must provide consistent knowledge and experience to an employee about the company’s expectations and procedures. Well-trained employees will assist the company to accomplish and achieve its goals to succeed. We will discuss in detail the training plan created for Landslide Limousine that begins with a needs assessment in the following areas of analysis: environmental, organizational, demographic, operational, and individual. Training methods are also provided with the strategies to assist with evaluating training.
Needs Assessment
Environmental Analysis
The purpose of conducting an environmental analysis is for a business to adjust an internal approach to finances, procedures, technologies, and policies to external environmental factors. The analyses identifies threats, opportunities, strengths, and weaknesses to an organization. The external environment also includes political, technological and sociological actions or developments that can affect an organization directly or indirectly (Cascio, 2013).
Organizational Analysis
An organizational analysis helps to identify goals, resources available, and training requirements (Miller & Osinski, 1996). Landslide Limousine plans to hire 25 personnel with an expected turnover rate of ten percent this year. The projected first year net revenue is negative 50 thousand dollars with an expected growth of a negative five percent (Cascio,2013).
Demographical Analysis
Demographical analysis includes examining the present and previous dynamics and dimensions of Austin. The analysis provides insight on population and composition including sex, race, age, median income, and geographic expansion. Austin, Texas and outlying counties are thriving, along with a lively nightlife, this is considered the perfect recipe for success for Landslide Limousine (Robinson, 2014).
Operational Analysis
An operational analysis determines the training needs for workplace or work process qualification requirements. The company human resources manager will analyze Landslide’s business strategies to set minimum requirements, qualifications, recruitment, and selection processes of interviewees. The hiring manager and human resources manager will implement a budget to acquire the desired candidates. (Cascio,2013).
Landslide needs to train chauffeurs by enrolling them into a five day training program, which includes verbal and personal communication, customer service, limousine training, and defensive driving strategies. A typical course for limousine drivers lasts approximately 80 hours (Dodrill, 2014). Chauffeurs also need a high school diploma or equivalent, along with basic math skills. Most employers also expect a limousine driver to perform minor corrective and preventive on the vehicle (Dodrill, 2014).
Individual Analysis
Human resources will set up semi-annual employee evaluations. All company employees will be evaluated on his or her job performance. Evaluation indicators of employees will be rated by knowledge and skills, professionalism, appearance, productivity, adherence to policy, attendance, and attitude during the evaluation cycle (Cascio,2013).
The four rating categories include improvement needed, meets expectations, exceeds expectations, and outstanding. If improvement is needed, additional training will be provided. After three consecutive evaluation cycles, if performance is still substandard, termination will be recommended. Methods used for measuring an employee’s performance are to be determined by the department supervisor. Evaluations are conducted to confirm that employees are striving to achieve organizational goals. The purpose of the evaluation is to indicate employee weaknesses and strengths. By discussing the findings with the employee, he or she may receive additional training to strengthen his or her weaknesses, and increase his or her performance (Cascio,2013).
Training Methods
Proper training can positively or negatively affect important issues in business like saving assets, to bring more business to prevent lawsuits, and loss of lives. How one conducts training is a major decision that every business has to make consciously. Consider all the factors that effective training involves like, time, training objectives, training environment, and training cost.
The way that the training will be delivered is very important. If information is not delivered in the proper way to employees, they will not be properly trained and the training and it will be a waste of time, resources, and capital (Ongoing Training: A Method for Success, 2012). There are many methods of training that may be used.
Technology-Based Learning Common methods of learning via technology include interactive video which uses a computer in conjunction with a digital video (DVD), web-based training programs or internet streamed videos like YouTube videos. This method is great to illustrate scenarios that the trainer would like to emphasize and may be utilized many times within a large group of people at once (Training Methods. Hr.com, 2010).
On-The-Job Training This is a combination of observation which involves following and learning from an expert employee, explanation and practice during work. It could be advantageous if the employee learns hands-on, rather than listening to an instructor and it could be very inexpensive (Training Methods. Hr.com, 2010).
Coaching/Mentoring This is a way of training that may be useful for someone that responds better in a one-on-one learning environment. It is paramount that the person chosen as the mentor is a good match for the mentee to work (Training Methods. Hr.com, 2010).
Training for Learning Skills or Facts
This depends on the position that the employee will be performing. The administration position will need to be proficient in computer based skills. The drivers will need to be proficient with driving the limousines throughout the City of Austin. For example: how to make turns with a vehicle of that size, what to do in an accident or when a passenger has a medical emergency (Training Methods. Hr.com, 2010).
Effectiveness of Methods
The effectiveness of the methods of instructions can be verified by how the employee perform their duties, by employee’s questionnaires and/or testing, and by comments done by the trainers themselves (Naval Education and Training, 2010).
Learning Principles
The learning principals are referred to as laws of learning, which seem generally applicable to the learning process. These principles have been discovered, tested, and used in practical situations (Naval education and Training, 2010). The trainer has to be able to apply these principals to the instruction. Above all, the trainer needs be clear about the training objectives and how to cover them during the instruction. Basically after referring to these laws of learning, the trainer has to be able to answer the main objectives that the job requires which are: What do the trainees need to be able to do at the end of the training? What to teach and how to teach it? (Naval education and Training, 2010).
There are 3 basic kinds of learners: visual, listening, and touch/experience learners (How do you learn? 2010). After careful research we will recommend that your business actually combine the training methods and do more of an interactive learning experience that would cover these three kinds of learners. Using what the military medicine has called for years “See one, do one, teach one” (Naval education and Training, 2010).The trainer can teach a certain skill using some of the technology based learning so the employees can see how the skill is done. Then, the employee can demonstrate the skill learned and their proficiency. In addition, they can teach others what they have learned; Roman philosopher Seneca said “While we teach, we learn” (Time Magazine: the Protégé Effect, 2011). Through research scientists have concluded that people that are teach a certain subject work harder to understand the material, recall it more accurately, and apply it more effectively. This method is very cost effective especially for a business that is in their beginning stages and their revenue is limited. Also, this method can be a facilitator for employees to be trained in other areas or cross train. Cross training is also cost effective due to the fact that if there is a time that someone has to carry the responsibilities of another employee that is not present he or she is already trained and proficient so the business is not affected or interrupted.
Finally, recommendations should be considered for outsourcing some of the training to entities like the Red Cross, Insurance Companies, Fire Department and/or Police Department on subjects on what to do in scenarios like accidents, fires, health emergencies or safety.
Training Evaluation Strategies
Criteria
Training quality chauffeurs without exhausting available funding is an industry-wide dilemma with no absolute answer. Landslide has many avenues available to assist in grooming employees into invaluable assets who will help increase business. The prerequisites for becoming a limousine driver are minuscule. A high school diploma is not required to become a limousine driver or chauffer (Bureau of Labor Statistics, n.d.). Any training these drivers attend is most likely offered through the company with which they are employed.
Investing in training is not as simple as buying materials and hiring companies to facilitate classes. The first step to training is determining the company’s standard. Developing what the company values as quality characteristics of their employees will help lead to determining the training criteria. Obviously, knowing Texas driving laws and being able to utilize a Global Positioning System or map is the main priority. However, driving a limousine involves much more than being behind the wheel and getting from one destination to another
Once the standards have been set, Landslide will need to verify they are utilizing quality training. ”Knowledgeable, courteous, professional chauffeurs are an essential ingredient for any successful livery operation” (“Operators discuss methods of training and retaining quality chauffeurs,” 1994, para. 1). Conducting research prior to purchasing items such as training videos is highly recommended. Some drivers will be hired with little to no experience. Developing an informed orientation will benefit the new hires. Mandating quarterly refresher training will help keep drivers up to speed. Several resources exist to assist in properly training employees once Landslide sets its standard for criteria.
Pretests
Utilizing pretests will help determine how much training a new driver will need.
Being able to drive a car will be proven by the employee possessing a valid Texas driver’s license. The limousine business provides services beyond comfort transportation. Drivers could experience driving famous clients, teenagers attending the prom, intoxicated clients, and at times funeral attendee clients. Staging situational training will provide life like training allowing strengths and weaknesses to be displayed. Knowing your drivers before sending them to retrieve clients will help establish a good rapport with your clients most likely resulting in …show more content…
referrals.
Monitoring and Observing Training
Monitoring and observing training can be done in several ways. The managers should receive the training on a trial basis before purchasing any products. Managers have the ability to determine the quality of the training being offered. Knowing what material is being presented will assist managers in instances when an employee claims to not know something. If a company is hired to conduct the training, sitting in on the training unannounced will help keep the facilitators on their toes if they want to keep the contract.
Collecting Feedback
Client reviews are another way to monitor the training. Asking for feedback from the clients can be done via emailed surveys or phone calls. Once the business is more established, customer reviews, returns and referrals will be the real monitor of training effectiveness.
Collecting feedback in regards to training is a task that should not cost the company very much money.
Providing surveys after orientation is the first way feedback can be obtained. Ensure the survey is detailed toward what managers really need to know. Avoid vague questions and rating scales. Ask for detailed answers. The best way to collect feedback is to communicate with employees. Face to face, on the phone, and or email are all inexpensive yet effective ways to ask the employee how he or she feels regarding the training provided.
Implementing Feedback
The final and possibly most important step to evaluating a company’s training system is implementing feedback. If a company takes the time to set criteria, pretest employees, monitor and observe training as well as collect feedback and then does not implement feedback, the company has failed not just its employees but also their clients. Employees interact with the company’s clientele daily. Knowing what the customer wants is something the drivers can relay to management. If this information is not being included in training, the company is setting itself up for failure.
If the training provided is not being facilitated in a way employees can comprehend and then utilize, the company is wasting its money on the training system. Implementing the feedback makes the employees better and gives them a since of validation. When an employee feels they have been heard and have been taken seriously, he or she tends to become
more loyal.
Conclusion
With many world-class limousine services, Landslide needs to implement a training plan to protect the company and create a structure for success. Landslide relies on its employees and returning customers as an integral part of the company’s business. The treatment of internal and external customers is essential for business because they will make or break a company. In order to succeed, Landslide Limousines must retain well-trained professional employees with great focused customer service skills. Attached is a training plan to assist with this endeavor.
References
Bureau of Labor Statistics. (n.d.). http://www.bls.gov/ooh/transportation-and- material-moving/taxi-drivers-and-chauffeurs.htm Cascio, W. F. (2013). Managing human resources: productiviy, quality of work life, profits (9th ed.). Boston, MA: McGraw-Hill/Irwin.
Dodrill, T. (2014). Limo driver requirements. http://www.ehow.com/about_5082902_limo-driver-requirements.html
How do you learn? WorldWideLearn. (2005).http://www.worldwidelearn.com/education-articles/how-do-you-learn.htm
Miller, J. A., & Osinski, D. M. (1996). Training needs assessment. Society for Human Resource Management. Alexandria, VA. http://www.ispi.org/pdf/suggestedReading/Miller_Osinski.pdf
Naval education and Training. (2010). Personal Qualification Standards for Master Training Specialist. NAVEDTRA 43100-7C Ch. 1 http://www.lctmag.com/operations/article/41017/ongoing-training-a-method-for-success Operators discuss methods of training and retaining quality chauffeurs. (1994, July). Limousine, Charter and Tour. http://www.lctmag.com/people/article/42487/operators-discuss-methods-of-training-and-retaining-quality-chauffeurs
Robinson, R. (2014). Top Ten Demographic Trends in Austin, http://www.austintexas.gov/page/top-ten-demographic-trends-austin-texas
TIME Magazine: The Protégé Effect. (2011). Retrieved from: http://TIME Magazine: The Protégé Effect (Time Magazine: the Protégé Effect, 2011). http://www.hr.com/en/communities/training_and_development/list-of-training-methods_eacwezdm.html
Atwood and Allen Consulting Simulation [Multimedia]. Retrieved from University of Phoenix, HRM/531 – Human Resources website.
Team D: Teresa Johnson, Moi Rodriguez, Erick Alvarez
HRM/531
February 10, 2015
Instructor: Kevin Driggs
MEMORADUM
TO: Bradley Stonefield, Landslide Limousine CEO
CC: Traci Goldman, Manager, Atwood and Allen Consulting
FROM: Teresa Johnson, Moi Rodriguez, Erick Alvarez,
DATE: February 10, 2015
SUBJECT: Training Plan for Landslide Limousine
Dear Mr. Stonefield,
As you requested we have put together a training plan for your business. Atwood and Allen Consulting believe all companies must have an effective training plan in place to be successful. This structured training plan will ensure that every employee receive exposure to the company’s goals and objectives. Regardless to the industry you are in, …show more content…
a training plan must provide consistent knowledge and experience to an employee about the company’s expectations and procedures. Well-trained employees will assist the company to accomplish and achieve its goals to succeed. We will discuss in detail the training plan created for Landslide Limousine that begins with a needs assessment in the following areas of analysis: environmental, organizational, demographic, operational, and individual. Training methods are also provided with the strategies to assist with evaluating training.
Needs Assessment
Environmental Analysis
The purpose of conducting an environmental analysis is for a business to adjust an internal approach to finances, procedures, technologies, and policies to external environmental factors. The analyses identifies threats, opportunities, strengths, and weaknesses to an organization. The external environment also includes political, technological and sociological actions or developments that can affect an organization directly or indirectly (Cascio, 2013).
Organizational Analysis
An organizational analysis helps to identify goals, resources available, and training requirements (Miller & Osinski, 1996). Landslide Limousine plans to hire 25 personnel with an expected turnover rate of ten percent this year. The projected first year net revenue is negative 50 thousand dollars with an expected growth of a negative five percent (Cascio,2013).
Demographical Analysis
Demographical analysis includes examining the present and previous dynamics and dimensions of Austin. The analysis provides insight on population and composition including sex, race, age, median income, and geographic expansion. Austin, Texas and outlying counties are thriving, along with a lively nightlife, this is considered the perfect recipe for success for Landslide Limousine (Robinson, 2014).
Operational Analysis
An operational analysis determines the training needs for workplace or work process qualification requirements. The company human resources manager will analyze Landslide’s business strategies to set minimum requirements, qualifications, recruitment, and selection processes of interviewees. The hiring manager and human resources manager will implement a budget to acquire the desired candidates. (Cascio,2013).
Landslide needs to train chauffeurs by enrolling them into a five day training program, which includes verbal and personal communication, customer service, limousine training, and defensive driving strategies. A typical course for limousine drivers lasts approximately 80 hours (Dodrill, 2014). Chauffeurs also need a high school diploma or equivalent, along with basic math skills. Most employers also expect a limousine driver to perform minor corrective and preventive on the vehicle (Dodrill, 2014).
Individual Analysis
Human resources will set up semi-annual employee evaluations. All company employees will be evaluated on his or her job performance. Evaluation indicators of employees will be rated by knowledge and skills, professionalism, appearance, productivity, adherence to policy, attendance, and attitude during the evaluation cycle (Cascio,2013).
The four rating categories include improvement needed, meets expectations, exceeds expectations, and outstanding. If improvement is needed, additional training will be provided. After three consecutive evaluation cycles, if performance is still substandard, termination will be recommended. Methods used for measuring an employee’s performance are to be determined by the department supervisor. Evaluations are conducted to confirm that employees are striving to achieve organizational goals. The purpose of the evaluation is to indicate employee weaknesses and strengths. By discussing the findings with the employee, he or she may receive additional training to strengthen his or her weaknesses, and increase his or her performance (Cascio,2013).
Training Methods
Proper training can positively or negatively affect important issues in business like saving assets, to bring more business to prevent lawsuits, and loss of lives. How one conducts training is a major decision that every business has to make consciously. Consider all the factors that effective training involves like, time, training objectives, training environment, and training cost.
The way that the training will be delivered is very important. If information is not delivered in the proper way to employees, they will not be properly trained and the training and it will be a waste of time, resources, and capital (Ongoing Training: A Method for Success, 2012). There are many methods of training that may be used.
Technology-Based Learning Common methods of learning via technology include interactive video which uses a computer in conjunction with a digital video (DVD), web-based training programs or internet streamed videos like YouTube videos. This method is great to illustrate scenarios that the trainer would like to emphasize and may be utilized many times within a large group of people at once (Training Methods. Hr.com, 2010).
On-The-Job Training This is a combination of observation which involves following and learning from an expert employee, explanation and practice during work. It could be advantageous if the employee learns hands-on, rather than listening to an instructor and it could be very inexpensive (Training Methods. Hr.com, 2010).
Coaching/Mentoring This is a way of training that may be useful for someone that responds better in a one-on-one learning environment. It is paramount that the person chosen as the mentor is a good match for the mentee to work (Training Methods. Hr.com, 2010).
Training for Learning Skills or Facts
This depends on the position that the employee will be performing. The administration position will need to be proficient in computer based skills. The drivers will need to be proficient with driving the limousines throughout the City of Austin. For example: how to make turns with a vehicle of that size, what to do in an accident or when a passenger has a medical emergency (Training Methods. Hr.com, 2010).
Effectiveness of Methods
The effectiveness of the methods of instructions can be verified by how the employee perform their duties, by employee’s questionnaires and/or testing, and by comments done by the trainers themselves (Naval Education and Training, 2010).
Learning Principles
The learning principals are referred to as laws of learning, which seem generally applicable to the learning process. These principles have been discovered, tested, and used in practical situations (Naval education and Training, 2010). The trainer has to be able to apply these principals to the instruction. Above all, the trainer needs be clear about the training objectives and how to cover them during the instruction. Basically after referring to these laws of learning, the trainer has to be able to answer the main objectives that the job requires which are: What do the trainees need to be able to do at the end of the training? What to teach and how to teach it? (Naval education and Training, 2010).
There are 3 basic kinds of learners: visual, listening, and touch/experience learners (How do you learn? 2010). After careful research we will recommend that your business actually combine the training methods and do more of an interactive learning experience that would cover these three kinds of learners. Using what the military medicine has called for years “See one, do one, teach one” (Naval education and Training, 2010).The trainer can teach a certain skill using some of the technology based learning so the employees can see how the skill is done. Then, the employee can demonstrate the skill learned and their proficiency. In addition, they can teach others what they have learned; Roman philosopher Seneca said “While we teach, we learn” (Time Magazine: the Protégé Effect, 2011). Through research scientists have concluded that people that are teach a certain subject work harder to understand the material, recall it more accurately, and apply it more effectively. This method is very cost effective especially for a business that is in their beginning stages and their revenue is limited. Also, this method can be a facilitator for employees to be trained in other areas or cross train. Cross training is also cost effective due to the fact that if there is a time that someone has to carry the responsibilities of another employee that is not present he or she is already trained and proficient so the business is not affected or interrupted.
Finally, recommendations should be considered for outsourcing some of the training to entities like the Red Cross, Insurance Companies, Fire Department and/or Police Department on subjects on what to do in scenarios like accidents, fires, health emergencies or safety.
Training Evaluation Strategies
Criteria
Training quality chauffeurs without exhausting available funding is an industry-wide dilemma with no absolute answer. Landslide has many avenues available to assist in grooming employees into invaluable assets who will help increase business. The prerequisites for becoming a limousine driver are minuscule. A high school diploma is not required to become a limousine driver or chauffer (Bureau of Labor Statistics, n.d.). Any training these drivers attend is most likely offered through the company with which they are employed.
Investing in training is not as simple as buying materials and hiring companies to facilitate classes. The first step to training is determining the company’s standard. Developing what the company values as quality characteristics of their employees will help lead to determining the training criteria. Obviously, knowing Texas driving laws and being able to utilize a Global Positioning System or map is the main priority. However, driving a limousine involves much more than being behind the wheel and getting from one destination to another
Once the standards have been set, Landslide will need to verify they are utilizing quality training. ”Knowledgeable, courteous, professional chauffeurs are an essential ingredient for any successful livery operation” (“Operators discuss methods of training and retaining quality chauffeurs,” 1994, para. 1). Conducting research prior to purchasing items such as training videos is highly recommended. Some drivers will be hired with little to no experience. Developing an informed orientation will benefit the new hires. Mandating quarterly refresher training will help keep drivers up to speed. Several resources exist to assist in properly training employees once Landslide sets its standard for criteria.
Pretests
Utilizing pretests will help determine how much training a new driver will need.
Being able to drive a car will be proven by the employee possessing a valid Texas driver’s license. The limousine business provides services beyond comfort transportation. Drivers could experience driving famous clients, teenagers attending the prom, intoxicated clients, and at times funeral attendee clients. Staging situational training will provide life like training allowing strengths and weaknesses to be displayed. Knowing your drivers before sending them to retrieve clients will help establish a good rapport with your clients most likely resulting in …show more content…
referrals.
Monitoring and Observing Training
Monitoring and observing training can be done in several ways. The managers should receive the training on a trial basis before purchasing any products. Managers have the ability to determine the quality of the training being offered. Knowing what material is being presented will assist managers in instances when an employee claims to not know something. If a company is hired to conduct the training, sitting in on the training unannounced will help keep the facilitators on their toes if they want to keep the contract.
Collecting Feedback
Client reviews are another way to monitor the training. Asking for feedback from the clients can be done via emailed surveys or phone calls. Once the business is more established, customer reviews, returns and referrals will be the real monitor of training effectiveness.
Collecting feedback in regards to training is a task that should not cost the company very much money.
Providing surveys after orientation is the first way feedback can be obtained. Ensure the survey is detailed toward what managers really need to know. Avoid vague questions and rating scales. Ask for detailed answers. The best way to collect feedback is to communicate with employees. Face to face, on the phone, and or email are all inexpensive yet effective ways to ask the employee how he or she feels regarding the training provided.
Implementing Feedback
The final and possibly most important step to evaluating a company’s training system is implementing feedback. If a company takes the time to set criteria, pretest employees, monitor and observe training as well as collect feedback and then does not implement feedback, the company has failed not just its employees but also their clients. Employees interact with the company’s clientele daily. Knowing what the customer wants is something the drivers can relay to management. If this information is not being included in training, the company is setting itself up for failure.
If the training provided is not being facilitated in a way employees can comprehend and then utilize, the company is wasting its money on the training system. Implementing the feedback makes the employees better and gives them a since of validation. When an employee feels they have been heard and have been taken seriously, he or she tends to become
more loyal.
Conclusion
With many world-class limousine services, Landslide needs to implement a training plan to protect the company and create a structure for success. Landslide relies on its employees and returning customers as an integral part of the company’s business. The treatment of internal and external customers is essential for business because they will make or break a company. In order to succeed, Landslide Limousines must retain well-trained professional employees with great focused customer service skills. Attached is a training plan to assist with this endeavor.
References
Bureau of Labor Statistics. (n.d.). http://www.bls.gov/ooh/transportation-and- material-moving/taxi-drivers-and-chauffeurs.htm Cascio, W. F. (2013). Managing human resources: productiviy, quality of work life, profits (9th ed.). Boston, MA: McGraw-Hill/Irwin.
Dodrill, T. (2014). Limo driver requirements. http://www.ehow.com/about_5082902_limo-driver-requirements.html
How do you learn? WorldWideLearn. (2005).http://www.worldwidelearn.com/education-articles/how-do-you-learn.htm
Miller, J. A., & Osinski, D. M. (1996). Training needs assessment. Society for Human Resource Management. Alexandria, VA. http://www.ispi.org/pdf/suggestedReading/Miller_Osinski.pdf
Naval education and Training. (2010). Personal Qualification Standards for Master Training Specialist. NAVEDTRA 43100-7C Ch. 1 http://www.lctmag.com/operations/article/41017/ongoing-training-a-method-for-success Operators discuss methods of training and retaining quality chauffeurs. (1994, July). Limousine, Charter and Tour. http://www.lctmag.com/people/article/42487/operators-discuss-methods-of-training-and-retaining-quality-chauffeurs
Robinson, R. (2014). Top Ten Demographic Trends in Austin, http://www.austintexas.gov/page/top-ten-demographic-trends-austin-texas
TIME Magazine: The Protégé Effect. (2011). Retrieved from: http://TIME Magazine: The Protégé Effect (Time Magazine: the Protégé Effect, 2011). http://www.hr.com/en/communities/training_and_development/list-of-training-methods_eacwezdm.html
Atwood and Allen Consulting Simulation [Multimedia]. Retrieved from University of Phoenix, HRM/531 – Human Resources website.