BYU-Idaho/Web-Content huggingface dataset:
One-on-One Employee Development | Human Resources | BYU-Idaho

# One-on-One (Employee Development)

These guidelines supplant the annual "performance review" process.

The university encourages managers to use the "one-on-one" approach to develop their employees and, where needed, use the university's "Discipline and Discharge" policy for situations requiring more formal action.

Key Concepts

Key Actions

Helpful Resources

Forms

Servant-Leadership Videos

Key Concepts

Key Actions

Helpful Resources

Forms

Servant-Leadership Videos

Key Concepts

Key Actions

Helpful Resources

Forms

Servant-Leadership Videos

## Key Concepts

- Each manager has the responsibility to develop his or her employees.
- Each manager should facilitate a regular one-on-one meeting with each employee that he or she supervises. These meetings give an employee the opportunity to report on his or her responsibilities and assignments and give a manager the opportunity to listen, teach, correct, inspire, support, and motivate. 
 - Note: The frequency with which a manager meets with an employee in a one-on-one is dependent on the employee's situation. A new employee, or an employee who has work-related issues, may need their manager to meet with them twice a week. At a minimum, managers should meet with each of their direct reports at least once per month.
- Where needed, administer formal corrective action using the university's Discipline and Discharge policy. 
 - Administrator/Staff Policy
 - Faculty Policy

## Key Actions

Have meaningful one-on-one meetings with direct reports on a regular basis. Actions to consider:

- Build your relationship with the employee.
- Review the employee's goals and assignments.
- Provide feedback on the employee's goals and assignments.
- Address performance problems or other concerns.
- Communicate work expectations.
- Discuss the employee's career development (i.e., seminars, classes, degrees, etc.).
- Solve problems.
- Teach, train, inspire, support, and motivate.
- Solicit feedback or suggestions.
- Listen.

## Helpful Resources

These documents and websites provide resources to learn about performance management using a one-on-one approach. The philosophy behind this approach is that regular one-on-one contact between a manager and his or her employees leads to better communication, management, and development of those employees.

Managing and Developing Employees

March 13, 2025 03:27 PM

Download Now

Giving Feedback (Gospel Perspective)

August 25, 2022 04:23 PM

Download Now

Giving and Receiving Feedback

March 25, 2025 03:14 PM

Learn More

Soliciting Feedback from Others

August 25, 2022 04:23 PM

Download Now

No Quick Fixes

Learn More

Is the Annual Performance Review Dead?

Learn More

Employee Development (Self Inventory Form)

Get Involved

## Servant-Leadership Videos

Most Leaders Don't Even Know the Game They're In | Simon Sinek

35:09

Watch Now

Simon Sinek: Why Leaders Eat Last

45:51

Watch Now
Privacy & Information Security Training | Human Resources | BYU-Idaho

# Privacy & Information Security Training

Training for all employees in required upon expanded computer access within the 24 hours of access.Training includes information privacy laws and university policies.

## Summary

This training is required for all employees (full, part-time, and student), regardless of whether they need "expanded computer access" (i.e. access to CX/Jenzabar, iSeries, faculty webpages, etc.). In general, the training deals with "information privacy" laws and the university's applicable policies. (Please note: This training must be completed before an employee can receive "expanded access" to university computer systems.)

## Access

****New Employees:**** New employees (including student employees) will receive an email within 24 hours of being hired, asking them to take the training. (Instructions will be included with the email.) 
 
****On-Going Employees:**** Current/on-going employees (full, part-time, and student) can access the Privacy Training through their myBYUI account on the BYU-Idaho homepage.

- Go to your myBYUI account
- Click on the "Employment" tool
- Select the "Employee Online Training" tab
- Click on the "Privacy and Information Security Training" link
- Review the attached material by choosing "Start Course"
- Take the brief test

- Go to your myBYUI account
- Click on the "Workday" tab
- Click on the "Menu" option in the upper left corner
- Select the "Learning" tab
- Select "My Learning" and choose the "Information Privacy Training (FERPA)"
- Review the attached material by choosing "Start Course"
- Take the brief test

## Expanded Access

If an employee needs "expanded access" to special computer systems on campus (i.e. iSeries, Jenzabar [CX], Faculty webpage, etc.), a supervisor will log-in to myBYUI and click on the "employee" tab. Then click on the link entitled "Supervisor Request for Special System Access." Provide the necessary information. 
PLEASE NOTE: Before a supervisor can grant expanded system access to an employee, that supervisor will need to be added to a database of authorized users. To be added to this database, please contact Patrick Powell in the HR office. Only one regular full-time employee per department (preferably a manager or director) will be able to grant access to special IT systems.

If you have questions or comments, please contact the BYU-Idaho Support Center (ext. 1411) or contact Patrick Powell in Human Resources (ext. 1709). 
Review the Employment Law.

Required Training

Regularly completing the online "Privacy Training" course is required of all employees (full-time, part-time, and student). The course is designed to educate employees and to protect the university. The training takes approximately 30 minutes to complete. Please complete this training as soon as possible
Proactivity | Human Resources | BYU-Idaho

# Customer Service Training: Proactivity

## Instructions

### Follow the Learning Model

****Prepare:**** Spend at least 30 minutes thoroughly studying the information listed below.

****Teach One Another:**** Spend 10-15 minutes teaching the associated principle to an individual or group.

****Ponder and Prove:**** Reflect on each principle and complete an improvement goal.

## Definition of Proactive

Of a person, policy, or action: creating or controlling a situation by causing something to happen rather than responding to it after it has happened.

## Questions

- How does our gift of agency relate to being proactive?
- What are the benefits when it comes to being proactive?
- How would you respond to an employee who proactively served you?
- How do you see church leaders of this dispensation and those in New Testament times act proactively?

## Quotes

"Real freedom is creative, proactive, and will take me into new territories. I am not free if my freedom is predicated on reacting to my past." -Kenny Loggins 
"The proactive approach to a mistake is to acknowledge it instantly, correct and learn from it." -Stephen R. Covey 
"The weaker mind reacts." -Toba Beta 
"Remember, action today can prevent a crisis tomorrow." -Steve Shallenberger

## Church Quotes and Scriptures

"If you stumble, rise up, go on." -President Boyd K. Packer 
"Live your life to be a good example of what you believe." -Elder Robert D. Hales 
"We can become the masters of our own destinies by practicing self-discipline and by setting worthy goals that will lead to higher ground so that we can become what our Heavenly Father wants us to become." -Elder M. Russell Ballard 
"To reach a goal you have never before attained, you must do things you have never done before." -Elder Richard G. Scott 
"Your Eternal destiny will not be the result of chance but of choice. It is never too late to choose eternal life." -Randall K. Bennett

### Scriptures

- 2 Nephi 2:14-16; 26-27
- D&C 107:99-100
- D&C 93:30
- Helaman 14:30

## Videos

- Things To Act and Things to Be Acted Upon
- To Act For Ourselves: The Gift and Blessings of Agency
- A Life Lesson From a Volunteer Firefighter
- Choosing Success
- Review of "The 7 Habits of Highly Effective People"

## Websites

- Free Forever to Act for Themselves
- Seven Habits of Highly Effective People: Habit 1
- Seven Habits of Highly Effective People
- 48 Ways To Take More Initiative at Work and Life
Professionalism | Human Resources | BYU-Idaho

# Customer Service Training: Professionalism

## Instructions

### Follow the Learning Model

****Prepare:**** Spend at least 30 minutes thoroughly studying the information listed below.

****Teach One Another:**** Spend 10-15 minutes teaching the associated principle to an individual or group.

****Ponder and Prove:**** Reflect on each principle and complete an improvement goal.

## Definition of Professionalism

The level of competence that is expected of a professional; exhibits qualities such as self-regulation, accountability, honesty, and integrity.

## Questions

- What is professionalism?
- What attitudes and behaviors are displayed by professionals?
- How does having a professional attitude help a customer's experience?

Quotes 
"Professionalism means consistency of quality." -Frank Tyger 
"My idea of professionalism is probably a lot of people's idea of obsessive." -David Fincher 
"A professional is someone who can do his best work when he doesn't feel like it" -Alistair Cooke 
"Professionalism is not a label you give yourself-it is a description you hope others will apply to you." -David Maister

## Church Quote

"Personal and professional assessment of knowledge, performance, attitudes, and character encourages development toward fulfilling divine potential and promotes professional growth." -Administering Appropriately: A Handbook for CES Leaders and Teachers, (2003), 31-32 
"How you communicate should reflect who you are as a son or daughter of God. Clean and intelligent language is evidence of a bright and wholesome mind. Good language that uplifts, encourages, and compliments others invites the Spirit to be with you. Our words, like our deeds, should be filled with faith, hope, and charity." -For the Strength of Youth

## Videos

- Being a Professional
- What is Professionalism?
- Perspectives on Professionalism

## Websites

- Professionalism
- 10 Things That Define a True Professional
- Professioinalism in the Workplace
- 11 Ways to be Professional at Work

## Additional Resources

- Professionalism: Skills for Workplace Success
- The 12 Habits that Hold Good People Back
Speed of Trust | Human Resources | BYU-Idaho

# Speed of Trust

This training is based on the book "The Speed of Trust" by Stephen M.R. Covey. Additional resources are provided below. For more information, contact BYU-Idaho Human Resources.

Handouts

Videos

Books

Self-Assessment

Handouts

Videos

Books

Self-Assessment

Handouts

Videos

Books

Self-Assessment

## Handouts

1. The Speed of Trust (Trust Defined)

August 16, 2022 05:34 PM

Download Speed of Trust

2. Trust Taxes (The Speed of Trust)

August 16, 2022 05:34 PM

Download Trust Taxes

3. Four Cores of Creditability

August 16, 2022 05:34 PM

Download Creditability Chart

4. Thirteen Behaviors (The Speed of Trust)

August 16, 2022 05:34 PM

Download 13 Behaviors

## Videos

The Speed of Trust (homepage w/ video segments)

How Do You Measure Trust & Why You Should

3:25

What If You Could See Trust?

3:49

FranklinCovey Trust Video Preview: High Cost of Low Trust

1:59

The High Cost of Low Trust - Stephen M. R. Covey

3:06

Speed of Trust Performance Multiplier

2:39

## Books

The Speed of Trust

Trust is an important part of successful leaders and organizations. Purchase The Speed of Trust online.

Buy The Speed of Trust

Smart Trust

Learn how developing trust can transform managers into leaders. Purchase Smart Trust online.

Buy Smart Trust

Speed of Trust Self-Assessment

Take **The Speed of Trust** self-assessment to determine how well you are developing trust in your organization.

Assessment Download
Telephone Etiquette | Human Resources | BYU-Idaho

# Customer Service Training: Telephone Etiquette

## Instructions

### Follow the Learning Model

****Prepare:**** Spend at least 30 minutes thoroughly studying the information listed below.

****Teach One Another:**** Spend 10-15 minutes teaching the associated principle to an individual or group.

****Ponder and Prove:**** Reflect on each principle and complete an improvement goal.

## Questions to Consider

- Why should we care about the quality of our telephone etiquette?
- How is my telephone etiquette?
- What am I going to do to improve?

## Resources to Read and Highlight

- Tips on Telephone Etiquette
- Telephone Etiquette and Customer Service Training Booklet

## Using the Campus Telephone System (CISCO)

- Cisco Phone Training

## Just for Fun

- Fate
- Respect
- Confusion
- Casual Friday
The 7 Habits of Highly Effective People | Human Resources | BYU-Idaho

# The 7 Habits of Highly Effective People Certification Course

Certification course for employees to develop the 7 Habits for Highly Effective People in Workday.

Information

****What****: The 7 Habits of Highly Effective People (Certified Course) 
****Who:**** BYU-Idaho Employees 
****Cost:**** $100 for course materials 
****Note:****Participants must get approval from department chair/director to use dept. funds

## About

The 7 Habits Signature Program is based on Stephen R. Covey's book, "The 7 Habits of Highly Effective People." It is one of the best-selling books of all time. In the program you will learn to:

- Take more responsibility for results and exercise more initiative.
- Set meaningful goals and follow through with them.
- Get more organized by improving your planning and time-management skills.
- Make relationships more productive through "win-win" thinking.
- Improve your listening and communication skills.
- Solve problems creatively and deal with conflict productively.
- Adopt a "continuous-improvement mindset" and improve your work-life balance.

## The 7 Habits

1. Be Proactive (The Habit of Choice)

2. Begin with the End in Mind (The Habit of Vision)

****-****Mission Statements Presentation (PPT) 
****-****Create Your Own Mission Statement (Word)

3. Put First Things First (The Habit of Integrity and Execution)

4. Think Win-Win (The Habit of Mutual Benefit)

5. Seek First to Understand, Then to Be Understood (The Habit of Mutual Understanding)

6. Synergize (The Habit of Creative Cooperation)

7. Sharpen the Saw (The Habit of Renewal)
Working With Difficult Customers | Human Resources | BYU-Idaho

# Customer Service Training: Working With Difficult Customers

## Instructions

### Follow the Learning Model

****Prepare:**** Spend at least 30 minutes thoroughly studying the information listed below.

****Teach One Another:**** Spend 10-15 minutes teaching the associated principle to an individual or group.

****Ponder and Prove:**** Reflect on each principle and complete an improvement goal.

## Questions

- Why are people sometimes angry and difficult?
- How do I defuse a tense situation?
- How do I effectively deal with a difficult customer?

## Quotes

"Your most unhappy customers are your greatest source of learning." -Bill Gates

"I know, to banish anger altogether from one's breast is a difficult task. It cannot be achieved through pure personal effort. It can only be done by God's grace." -Mahatma Gandhi

## Church Quotes and Scriptures

"How can you and I really expect to glide naively through life, as if to say, 'Lord, give me experience, but not grief, not sorrow, not pain, not opposition, not betrayal, and certainly not to be forsaken. Keep from me, Lord, all those experiences which made Thee what Thou art! Then, let me come and dwell with Thee and fully share Thy joy!'" -Neal A. Maxwell, "Lest Ye Be Wearied and Faint in Your Minds," Ensign, May 1991, 88

"I recognize that, on occasion, some of our most fervent prayers may seem to go unanswered. We wonder, 'Why?' I know that feeling! I know the fears and tears of such moments. But I also know that our prayers are never ignored. Our faith is never unappreciated. I know that an all-wise Heavenly Father's perspective is much broader than is ours. While we know of our mortal problems and pain, He knows of our immortal progress and potential. If we pray to know His will and submit ourselves to it with patience and courage, heavenly healing can take place in His own way and time." -Russell M. Nelson, "Jesus Christ-the Master Healer," Ensign, Nov. 2005, 86

### Scriptures

- "Love your enemies, bless them that curse you, do good to them that hate you, and pray for them which despitefully use you, and persecute you" -Matthew 5:44

## Videos

- 5 Ways to Listen Better
- 5 Action Ideas to Deal with Difficult Customers
- Validation
- The Greatest Commandment

## Websites

- Field Guide to Working with Difficult Customers
- Unhappy Customers
- Being Righteous in Our Hearts

## Additional Resources

- Calming Upset Customers
- How Do You Calm Upset Customers?
- Dealing with Difficult People
- Working with Difficult People
Certified Courses | Human Resources | BYU-Idaho

# Certified Courses

The 7 Habits of Highly Effective People Certified Course

August 15, 2022 08:36 PM

12-hour certified course for employees.

Get Involved

The Speed of Trust

August 16, 2022 09:49 PM

This training is based on the book "The Speed of Trust" by Stephen M.R. Covey. Additional resources are provided below. For more information, contact BYU-Idaho Human Resources.

Get Involved

Crucial Conversations

August 16, 2022 05:13 PM

A certified course for developing skills to communicate effectively with others. Crucial Conversations provides quotes, videos, and assessments to help elevate employee conversation skills.

Get Involved
Compliance Training | Human Resources | BYU-Idaho

# Compliance Training

Information and training for employees regarding topics such as information privacy, sexual harassment, and Title IX. Compliance training generally deals with employment laws and university policies.

Privacy & Information Security Training

August 11, 2022 05:58 PM

Training for all employees in required upon expanded computer access within the 24 hours of access.Training includes information privacy laws and university policies.

Get Involved

IT Security Trainings

This course will provide three essential information security trainings that will increase protection for you and for the university. Specifically, you will learn 1) how to create secure passwords and pins, 2) how to keep your devices secure, and 3) how to identify and avoid phishing scams.

Get Involved

Preventing Discrimination and Harassment in the Workplace

This course addresses discrimination and harassment in the workplace--including sexual harassment. This training was originally presented at BYU-Idaho by the BYU-Idaho Legal Council in May 2003.

Get Involved

Title IX

BYU-Idaho is committed to promoting and maintaining a safe and respectful environment for our campus community by complying with Title IX of the United States Education Amendments of 1972.

Get Involved

Employment Law

August 15, 2022 06:25 PM

The Employment Law Training Series consists of monthly training on designated employment laws relevant to managers at BYU-Idaho.

Get Involved
Customer Service Training | Human Resources | BYU-Idaho

# Customer Service Training

Customer Service training helps teach employees how to best serve the community with basic principles of customer service including email and telephone etiquette.

Get Certified

Download and follow the Customer Service Certification Program instructions.

Download Instructions

## Basic Principles of Customer Service

A series of ten lessons that cover a range of topics from "Accountability" to "Working with Difficult Customers," including telephone and email etiquette training for all employees who work in an office setting.

Accountability

March 16, 2023 08:28 AM

Get Involved

Attitude

March 16, 2023 08:27 AM

Get Involved

Communication

March 16, 2023 08:35 AM

Get Involved

Courtesy

March 16, 2023 08:41 AM

Get Involved

Exceeding Expectations

March 16, 2023 08:46 AM

Get Involved

Proactivity

March 16, 2023 09:32 AM

Get Involved

Professionalism

March 16, 2023 09:36 AM

Get Involved

Working With Difficult Customers

March 16, 2023 09:41 AM

Get Involved

Telephone Etiquette

March 16, 2023 09:50 AM

Get Involved

Email Etiquette

March 16, 2023 09:54 AM

Get Involved

## Additional Resources

Telephone Etiquette and Customer Service Training

August 05, 2022 02:42 PM

A downloadable booklet that explains appropriate and effective telephone etiquette and customer relations.

Get Involved

Customer Service: We're in The "People" Business

August 05, 2022 02:42 PM

A downloadable Word document that explains basic "people skills" needed for effective customer service.

Get Involved

Customer Service Tips

August 05, 2022 02:42 PM

A downloadable Word document that offers 10 tips to improve the customer experience.

Get Involved

Customer Service and Telephone Etiquette Training

August 05, 2022 02:42 PM

A downloadable document explaining telephone etiquette and customer relations at BYU-Idaho.

Get Involved

The Customer Service Hall of Infamy

August 05, 2022 02:42 PM

A downloadable Word document outlining actions to avoid when interacting with customers.

Get Involved

Ways to Show Your Customers That You Care

August 05, 2022 02:42 PM

A downloadable Word document outlining 10 ways to show customers that you care about them.

Get Involved

What Customers Want

August 05, 2022 02:42 PM

10 tips on what customers are looking for when they seek your help.

Get Involved

## Know What You're Talking About

Customers want help from someone who is knowledgeable about their situation and how to help them. 
 
Watch the video and ask yourself how the patient might feel when she visits this doctor. What might make this office visit go better?
Personality, Traits and Talents Tests | Human Resources | BYU-Idaho

# Traits and Talents Assessments

Take a trait or talent test to find your strengths.

StrengthsFinder 2.0

November 02, 2022 11:31 AM

Identifies key strengths and values into 34 distinct talents.

Learn More

16 Personalities

Determines personality strengths from environment, experiences, and individual goals.

Learn More

Color Quiz

A free 5-minute personality test based on 50 questions aligned with a color.

Learn More

Color Connections

A test that allows you to make color-related life choices based on your personality.

Learn More

Keirsey Personality Test

A personality test based on four temperament types: artisan, guardian, idealist, and rational.

Learn More

Queendom Tests

Multiple personality tests that explore different faucets of your personality.

Learn More

Test Yourself

Mutliple tests that reveal intelligence, personality, career, health, relationships, and lifestyle.

Learn More

High 5 Strengths Test

Assessment to identify strengths and how to apply and develop them.

Learn More
True Messengers | Human Resources | BYU-Idaho

True Messengers: Discerning Truth in These Polarized and Confusing Last Days

## The closer we get to the second coming of our Savior, the more difficult it will be to discern truth among the myriad of voices found in media, friends, and even our own family members. Thiscan leave us feeling as young Joseph did "the midst of this war of words and tumult of opinions, I often said to myself: What is to be done? Who of all these parties are right; or, are they all wrong together? If any one of them be right, which is it, and how shall I know it?" This class will focus on navigating these questions with a focus on the need for an individual testimony of the Lord's true messengers.
"We've Got (the) Spirit, How About You?!" | Human Resources | BYUI

"We've Got (the) Spirit, How About You?!": Catching the Spirit of Following the Spirit

## "Follow the Spirit." It's the answer to so many of our questions in life, including at work. And yet, people often don't feel like they're very good at it. (Sneak preview: you're doing better than you think!) This fun, interactive presentation will help you recognize ways the Spirit can bring you greater joy and direction in your work at BYU-Idaho!