Month: July 2018

Emerit’s popular Train the Trainer program has been revamped, incorporating cutting-edge adult learning principles and reflecting the evolving needs of industry and workplace trainers.

The newly released suite of resources includes an Instructor Guide, Participant Manual, and PowerPoint Presentation Deck, all designed to run a two-day workshop to guide employers and supervisors through techniques and tools to train, coach, and mentor staff.

The workshop’s learning objectives are:

  • Identify learning needs and develop subsequent learning objectives
  • Learn and apply the skills associated with professionalism
  • Develop and deliver appropriate training programs applicable to various audiences (experience level, group size, capabilities)
  • Develop skills associated with being a proficient coach and mentor
  • Understand concepts paramount to effective training, such as adult learning principles
  • Become familiar with the importance of professional development as it relates to training practice
  • Understand and implement assessment and evaluation methods

The Instructor Guide outlines the delivery of the Train the Trainer workshop and includes:

  • Key terms to identify special items or topics of interest integral to various points of the workshop or program
  • A section outlining the content and activities that will make up the bulk of the program
  • A section for notes

The PowerPoint Presentation Deck complements the Instructor Guide, and a Train the Trainer Participant Manual allows workshop participants to follow along with the content material and complete exercises, as well as have a reference document to take back to their establishment.

As training is ever-important in almost all industries and occupations, this program is meant to be applicable for a variety of training environments—while developed to reflect the specific needs of the Canadian tourism sector, the workshop is adaptable to other industries.

To access these resources or to learn more about offering the Train the Trainer workshop in your region, please visit emerit.ca.

On June 20, the Government of Canada announced the launch of an innovative three-year pilot program that will see nearly $7 million dedicated by Immigration, Refugees and Citizenship Canada (IRCC) to connect newcomers to Canada with jobs in the hotel industry in five regions across the country.

Tourism HR Canada and the Hotel Association of Canada (HAC) are proud to be partnering on this initiative, which will build on the contributions this growing demographic has provided Canada’s rapidly expanding tourism sector.

Immigrants account for 22% of Canada’s population, and as the birth rate remains below that needed to replace our existing population, they will be vital for the continued growth of the country and the economy. In 2014-15, they accounted for 60.8% of Canada’s population growth; Statistics Canada estimates that by 2031 they will account for more than 80.0% of population growth.

Newcomers bring a wide variety of skills and experience to their new roles, and in a sector as global as tourism, their cultural and language skills are a competitive advantage—making it easier to communicate with international visitors and offer products and services specially designed to make them feel welcome.

Tourism HR Canada has just released a full profile of immigrant workers in Canada’s tourism sector, based on the most recent census data. Here are some highlights:

  • In 2016, 26.0% of the tourism workforce were immigrants, up from 23.9% in 2011. For comparison, the number of immigrant workers in Canada’s total workforce was 23.8% in 2016.
  • As a percentage of its labour force, the travel services industry employs the largest share of immigrant workers (35.3%), followed by accommodations (31.7%) and transportation (31.1%).
  • Specific occupations where immigrants make up a high percentage of the workforce are taxi and limousine driver (69.9%) and chefs (51.6%).
  • By region, immigrants filled the greatest share of tourism jobs in British Columbia, at 31.5%, followed by Alberta (30.7%) and Ontario (29.8%).
  • Since 2011, the percentage of tourism jobs filled by immigrants has grown in all provinces. The greatest growth was seen in Saskatchewan, where immigrants went from filling 13.1% of tourism jobs in 2011 to 23.5% in 2016.
  • Most immigrants (37.6%) who are working in tourism have been here for over two decades, having arrived before 1996.

Download the full profile, including infographics, on tourismhr.ca.

When civility in general society begins to take a backseat to reason, respect and open discourse, it shouldn’t be a surprise that the workplace also reflects this disruptive trend. One would think civility would be commonplace, especially with respect to the “golden rule” which suggests treating all others the way you wish to be treated. That said, five minutes of news coverage or a couple of clicks on social media platforms will quickly dispel the notion that acting in a civil manner is commonplace and the standard by which humans interact with one another.

While society needs to address the more macro issue of civility in general, employers need to create their own bastion of civility, inclusion and respect to ensure their workplace is not exacerbating or following the negative behaviour we see permeating many aspects of daily life. Employers have control in shaping behaviour and discourse in the workplace since they set the standard and apply the rules. Shaping behaviour at the societal level is a much heavier lift.

Here are ten practices for developing employee awareness of respectful behaviour and the related required skills:

  1. Before acting, consider the impact of your words and actions on others.
  2. Create an inclusive work environment. Only by recognizing and respecting individual differences and qualities can your organization fully realize its potential.
  3. Self-monitor the respect that you display in all areas of your communications, including verbal, body language, and listening.
  4. Understand your triggers or “hot buttons.” Knowing what makes you angry and frustrated enables you to manage your reactions and respond in a more appropriate manner.
  5. Take responsibility for your actions and practice self-restraint and anger management skills in responding to potential conflicts.
  6. Adopt a positive and solution-driven approach in resolving conflicts.
  7. Rely on facts rather than assumptions. Gather relevant facts, especially before acting on assumptions that can damage relationships.
  8. Include others in your focus by considering their needs and avoiding the perception that you view yourself as the “centre of the universe”.
  9. View today’s difficult situations from a broader (big picture) and more realistic perspective by considering what they mean in the overall scheme of things.
  10. “Each one influence one” by becoming a bridge builder and role model for civility and respect. Act in a manner whereby you respect yourself, demonstrate respect for others, and take advantage of every opportunity to be proactive in promoting civility and respect in your workplace.

(SOURCE: Barbara Richman of HR Mpact)

While these are all good and relevant practices to incorporate in your work life (and private life), there also needs to be a commitment from the employer that a certain level of civility and personal responsibility is standardized in training materials, throughout employee handbooks and at staff meetings. To ensure the “standard for civility” in your workplace is adopted and embraced, there needs to be a firm and visible commitment from management to practice what they preach.

In 2017, Tourism HR Canada signed a Memorandum of Understanding (MOU) with Civility Experts to formalize a working relationship and mutual goals towards the development of international competency standards for Civility Practitioners. Under the agreement, both parties will seek funding or third-party sponsorship to move the initiative forward. Tourism HR Canada will include civility standards and practices in updates to occupational and competency standards as well as any training materials developed under the Emerit Tourism Training brand. Planned updates already include increased focus on cultural competencies, and the inclusion of civility practices will add greatly to these enhancements.

 Workplaces that allow uncivil behaviour to go unchecked will almost always be impacted negatively as they are likely not meeting the expectations of customers and are also enabling an atmosphere that contributes to employee illnesses, anxiety, depression and ultimately absenteeism. At a time when tourism employers are desperate to attract more people to work and build a career in the sector, the need to have a welcoming and inclusive workplace has never been more important.

Stay tuned for future developments and projects related to civil behaviour in the workplace.