Cma Food & Bev Qld 2010 Paul LyonsPresentation Transcript
Service Wake Up Call! How to create a Food & Beverage Team that rocks! Food & Beverage Alive in Queensland 2010 Paul Lyons - Effective Training 2010
What makes up the “right type” for
a waiter, chef or wine waiter
Developing clear selection criteria
Other forms of assessment
Probity and Reference Checks
03/24/10 Competency Knowledge Skills Behaviours
Technical skills (T) …
… are skills required for a specific job eg pouring a beer, operating in a kitchen.
… focuses on candidates having learned the basic skills levels, and that someone , somewhere has verified it – usually a TAFE (certificate), Public utility (driver’s licence) and so on.
03/24/10 Technical Skills
Core, key or generic skills (C) are skills required for any job (ie Person specification & behavioural ) eg.
sound customer service philosophy
attention to detail
conflict resolution skills
We need to identify the criteria (which are the skills required for the job) so that all candidates are equally and fairly assessed.
We will be focussed on the essential criteria the candidate needs to be able to perform in the job.
03/24/10 Benefits of Clear Selection Criteria Benefits of Objective Selection Criteria
All questions must have a rating. The most significant aspect of the job should have a rating of 4 or 5. Can’t recruit without these.
A rating of 3 = Important. These should be significant skills
A rating of 1 or 2 is secondary to above, it is a “Nice to Have” This will enhance performance, not make or break
03/24/10 Weightings Weightings
03/24/10 Job replica / Work simulations Interviewing is not the only way In tray exercise Analysis exercise Psychometric testing Cognitive ability tests Assessment Centres Other tools in Recruitment & Selection
Behaviour is the action or reaction of something (as a machine or substance) under specified circumstances
Demeanour (behavioural attitudes) the way a person behaves towards other people
Behaviour (psychology) the aggregate of the responses or reactions or movements made by an organism in any situation
Behaviour: manner of acting or conducting yourself
03/24/10 Behaviour Behaviour
A method of writing and asking questions
so that candidates tell us about:
their behaviour in response
the outcome of their behaviour
03/24/10 What is Behavioural Interviewing ? Behaviourial Interviewing
Past behaviour and performance is the best indicator of future behaviour and performance
“ Saying” the right things, without examples, is not enough
Directly related evidence using examples of a candidate’s abilities / attitudes
Situation: What actually happened in the time preceding the behaviour
Behaviour: What the applicant did. What action they took. We are looking for action and behavioural words.
Outcome: What was the result of the situation and behaviour
03/24/10 “ I am highly motivated and really care about the standard of my work. I always ensure that the customer comes first. I am very customer focused.”
03/24/10 “ I remember one customer incident where the customer was given the wrong tickets to a show. He was most distressed as he was celebrating a wedding anniversary.” Situation
03/24/10 “ I waited until he had finished speaking, then calmed him down and told him that I would do everything to ensure that he got the right tickets for the show. I provided he and his wife with complimentary drinks while I sorted out the confusion . I was also just finishing my shift so I decided to take him personally to the show and asked the staff to look after him.” Behaviour Behaviour
03/24/10 “ He was so grateful I took the time to help him. I received positive feedback from the customer and an award for my service” Outcome
03/24/10 Are broad and basically unstructured They indicate a topic and allow the interviewee considerable freedom to structure the answer as they see fit Generally begin with How, What, Where, When & Why Open Questions
03/24/10 Closed Questions Are direct Ask for factual data rather than opinion Generally begin with Do you, Did you, Have you Closed Questions
03/24/10 Probing Questions Are follow up questions to stimulate discussion to obtain further information Are mainly open-ended questions Examples of probing questions are: How did you do that What process did you take What was the outcome Probing Questions
03/24/10 Good Questions Start with: Tell us about a time when….? Have you ever experienced...? What was it like? Everybody faces (eg) time pressures, describe an event that challenged your time management. What did you do? Can you describe to me….? Can you recall and explain…? Are you able to….? The reason I’m asking is…. How did you….? Its relevant because…. Opening Phrases
03/24/10 Appropriate Questions Only focus on legal, job-related issues Help the applicant understand the reasoning behind any questions that might be sensitive. Only focus on the “inherent requirements of the position”. What types of questions?
03/24/10 EEO- How is it relevant? Equal Employment Opportunity (EEO) means that all employment and promotion decisions are made on the basis of merit. Deciding on the basis of merit means assessing people’s skills and abilities, and not discriminating against anyone because of a personal characteristic which is irrelevant to the job. EEO
03/24/10 EEO ensures that: That everyone is treated equitably and fairly regardless of their: Gender Age Disability Race (colour, nationality, religion) Sexual preference Marital status Transgender Pregnancy Carers responsibilities HIV/AIDS Political belief / activity Physical features Why EEO?
Initial impressions created within 4 seconds
Happens subconsciously at first
Works much of the time-which is its appeal
Is wrong too often
Can be managed
When recruiting - MUST be managed
03/24/10 Stereotyping Halo v’s Horn Effect
Review job requirements
Determine necessary skills
Reading - resume,
Create interview plan
Formulate job-related questions to help interviewee give behavioural examples.