Staffing Industry Orientation
Mastering Communication Skills

Discrimination Free Hiring and Pre-Screening

Hiring the Best
Beyond the Interview: Validating Skills and References
The Client Connection and Taking the Order
Making a Successful Match
Understanding Industry Profits: Accounting 101
The Quality Assurance Cycle
Time Management

Listed below is more detailed information on each course.

Staffing Industry Orientation

Understanding our industry is critical to the success of any position within a staffing service. Upon completing this course section, you will be able to:

• Understand the history of the staffing industry
• Know common terms and trends of our industry
• Understand the programs and services we offer and why clients use our services

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Mastering Communication Skills

Questioning
Skillful questioning will help you discover your client’s true needs. Upon completing this course section, you will be able to:

• Use background, confirming, and probing questions strategically within a conversation
• Identify when an how to ask open and closed questions to elicit specific responses

Listening
Listening is essential to your success in the staffing industry. Upon completing this course section, you will be able to:

• Recognize barriers to effective listening
• Identify four effective listening techniques

• Explore needs beyond the client’s work order
• Provide solutions to workforce management issues.

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Discrimination Free Hiring and Pre-Screening

Discrimination Free Hiring
This course segment is intended as a brief explanation of federal equal employment opportunity (EEO) laws. It is important to be aware of our applicants’ rights, according to federal guidelines. Upon completing this course section, you will be able to:

• Identify federal laws that affect the hiring process
• Assess applicant interactions for discriminatory practices
• Determine the correct approach to applicant interviews according to fair employment guidelines

Pre-Screening
One of the first interactions with a potential associate is the pre-screening process. This initial contact is an opportunity to qualify the applicant for an interview while building a professional relationship. Upon completing this course section, you will be able to:

• Identify the steps of the pre-screening process
• List the advantages of the pre-screening process
• Recognize techniques to use during initial contact with an applicant

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Hiring the Best

Applicant Registration
If you have successfully pre-screened an applicant, then the next phase of hiring a temporary associate is Applicant Registration. Upon completing this course section, you will be able to:

• Welcome the applicant
• Identify appropriate questions to ask during the Pre-Application Questionnaire
• List the forms included in the Application Packet

Interview
Upon completing this course section, you will be able to identify the six steps of the interview process and understand the details to perform each one.

Conditional Job Offer
Upon completing this course section, you will be able to state the format for a verbal conditional job offer.

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Beyond the Interview: Validating Skills and References

Skills Assessments
Skills assessments are tools to help you and the applicant identify areas in which he/she excels. By validating the skills the applicant offers, you can match skill sets to clients’ needs. Upon completing this course section, you will be able to:

• Identify steps for administering assessments effectively
• Explain the skills assessments process to applicant and internal staff

References
Reference providers can validate your interpretation of applicants' potential by sharing observations of the applicants' performance in a previous job. Upon completing this course section, you will be able to:

• Identify steps for completing a thorough reference check
• List sources to contact for references
• Communicate appropriately with reference providers

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The Client Connection and Taking the Order

The Client Connection
Your success as a staffing consultant relies on the ability to know and understand your clients. Upon completing this course section, you will be able to:

• Define the value staffing services provide clients
• Describe the difference between core versus non-core positions
• Identify positions in your clients’ businesses that can be filled by your staffing service
• List resources you can use to learn more about your clients’ business needs

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Making a Successful Match

Matching for Success
Your ability to make the best matches possible will enhance the service you provide to your clients, as well as reduce the number of refills you will need to handle. Upon completing this course section, you will be able to:

• Define the resources for finding associates
• Understand the criteria to use when filling each order
• Be able to make a high quality match for each order you fill

Selling the Assignment
Finding a great match is only the first step in filling the assignment. You must also be able to explain the assignment in order for the associate to view it as an opportunity. Upon completing this course section, you will be able to:

• Use the five steps to selling an assignment
• Create a relationship of trust and honesty with your associates

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Understanding Industry Profits: Accounting 101

Accounting 101
In order to help your staffing company succeed in making profits, it is important to understand some basic accounting concepts. It is also essential for you to understand what impacts a staffing services’ profits. Upon completing this course, you will be able to:

• Define profit and loss
• List the elements of the burden in the staffing industry
• Calculate the impact of burden on profitability
• Identify ways to control costs
• Explain the difference between “mark up” and “margin”
• Calculate gross margin dollar and gross margin percentage, when given a bill rate and cost of labor
• Determine bill rate using a gross margin calculation

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The Quality Assurance Cycle

Quality Assurance
As a staffing consultant, your goal is to create successful working relationships among your staffing service, clients, and temporary associates. You can establish and maintain these relationships by providing superior customer service and quality assurance to each contact.

Upon completing this course, you will be able to:

• Define the purpose of quality assurance contacts
• List two types of quality assurance
• List specific examples and fundamentals of quality assurance contacts for clients and associates
• Give examples of options for conducting quality assurance contacts
• Properly document quality assurance results.

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• Organize what is currently on your desk
• Master your current "to do" list using our proven techniques
• Handle interruptions specific to the staffing industry