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Behavioral Interview - Selecting Quality Employees for a Quality Organization

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Training Slides of Behavioral Interview - Selecting Quality Employees for a Quality Organization, discussing the importance of Interview.

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Behavioral Interview - Selecting Quality Employees for a Quality Organization

  1. 1. Behavioral InterviewingBehavioral Interviewing Selecting QualitySelecting Quality Employees for a QualityEmployees for a Quality OrganizationOrganization © www.asia-masters.com
  2. 2. How Do You IdentifyHow Do You Identify the Best People?the Best People? © www.asia-masters.com
  3. 3. Behavioral InterviewingBehavioral Interviewing Using Past Behavior toUsing Past Behavior to Predict Future BehaviorPredict Future Behavior © www.asia-masters.com
  4. 4. Ten Steps to Better SelectionsTen Steps to Better Selections 2 3 1 Analyze the Position to be Filled to Identify Essential Qualities Determine What Additional Job Related Information is Needed Determine Sources of Information Develop Behavioral Questions for the Position 4 © www.asia-masters.com
  5. 5. Review Questions/Applications and Resumes Determine Interview Format: Who & How Interview Candidates Interview Supervisors 6 7 5 8 Ten Steps to Better SelectionsTen Steps to Better Selections © www.asia-masters.com
  6. 6. Decide Which Candidate Best Meets the Established Criteria Select the Best Candidate 9 10 Ten Steps to Better SelectionsTen Steps to Better Selections
  7. 7. Analyze the PositionAnalyze the Position to be Filledto be Filled  SkillsSkills  KnowledgeKnowledge  AbilitiesAbilities  AttitudesAttitudes  ExperienceExperience © www.asia-masters.com
  8. 8. SkillsSkills  PersuasivePersuasive  Able to Handle Difficult PeopleAble to Handle Difficult People  Computer SkillsComputer Skills  What Skills AreWhat Skills Are YouYou Looking?Looking? Use the position description and your knowledge of the job to identify the 4 or 5 most important skills needed to be outstanding in this position. © www.asia-masters.com
  9. 9. KnowledgeKnowledge  Formal EducationFormal Education High School, BA, MA, PhD.?  Discipline SpecificDiscipline Specific EKG interpretation, contracting warrant, CNA?  OrganizationalOrganizational Performance improvement, ethical-legal issues?  What Knowledge AreWhat Knowledge Are YouYou Looking?Looking? Use the position description and your knowledge of the job toUse the position description and your knowledge of the job to identify the 4 to 5 most important areas of knowledge needed to beidentify the 4 to 5 most important areas of knowledge needed to be outstanding in this position.outstanding in this position. © www.asia-masters.com
  10. 10. AbilitiesAbilities  LeadershipLeadership Mentoring, Facilitation  Self DirectedSelf Directed  CreativeCreative  OrganizedOrganized Able to establish priorities Use the position description and your knowledge of the job to identify the 2 to 3 most important abilities needed to be outstanding in this position.
  11. 11. AttitudesAttitudes  PositivePositive  TolerantTolerant  FriendlyFriendly  ResponsibleResponsible Use the position description and your knowledge of the job to identify the 2 to 3 most important abilities needed to be outstanding in this position. What Attitudes AreWhat Attitudes Are YouYou Looking?Looking?
  12. 12. ExperienceExperience  Previously Done the WorkPreviously Done the Work  Previously Performed Critical Aspects of thePreviously Performed Critical Aspects of the WorkWork  No Experience - Can Provide Necessary OJTNo Experience - Can Provide Necessary OJT  What Experience AreWhat Experience Are YouYou Looking?Looking? Use the position description and your knowledge of the job to identify the level of experience necessary to be outstanding in this position OR decide if you can support the learning process necessary to become outstanding. © www.asia-masters.com
  13. 13. Determine What AdditionalDetermine What Additional Job-Related Information is NeededJob-Related Information is Needed  Education RecordsEducation Records  Licensure/CertificationLicensure/Certification  Special AwardsSpecial Awards  ReferencesReferences What information in additional to skills, knowledge, abilities, attitude, and experience do you need to select the applicant most likely to be a superior employee? Identify 3 to 4 items that are most important.
  14. 14. EducationEducation How Much?How Much? High School, 2-year, 4-year, graduate What Kind?What Kind? Technical, liberal arts, business, nursing, respiratory therapy How Successful?How Successful? Is GPA important, special honors, recognized for leadership © www.asia-masters.com
  15. 15. EducationEducation  Assess the job.Assess the job.  What level of education is needed? What kind? How specialized? Is the education needed to prepare them to do the job, or to provide background knowledge and skills?  Make a list of the educational requirements for thisMake a list of the educational requirements for this position.position.  Example:Example: 4-year degree, a 4-year degree with major in a specific field of study or a technical certificate or degree.  Is a transcript needed?Is a transcript needed?  (Will A’s in accounting be more indicative of a successful performer than C’s?) © www.asia-masters.com
  16. 16. ReferencesReferences  Who to Contact?Who to Contact? Prepare a list of the previous 2 or 3 supervisors. Always plan to contact the last immediate supervisor. Also plan to contact at least one manager above the immediate supervisory level.  What to Ask?What to Ask? Prepare probing questions that will elicit information on what a supervisor has observed about the candidate’s performance, as it relates to the skills, knowledge, abilities and attitudes desired. Seek to confirm, or dispute candidate’s statements about what they did in previous positions. Does the manager’s view support the supervisor’s view? Are the candidates statements supported by both? Ask about areas for improvement and strengths. Ask the re-hire question?
  17. 17. ReferencesReferences  When to Ask?When to Ask? Contact references on top 2 to 3 candidates after the interviews are completed. © www.asia-masters.com
  18. 18. Information SourcesInformation Sources Review each application for information on the knowledge skills, abilities, attitudes and experience identified when position was analyzed. Check for classes related to identified knowledge and skills. Review the grades for these classes! Develop behavioral questions to use in determining whether candidates have the identified knowledge, skills, abilities, attitudes, and experience. ReferencesReferences Develop questions for references designed to verify the responses from the applicant regarding the knowledge, skills, abilities, attitudes and experience needed. Ask the rehire question! ApplicationApplication InterviewInterview TranscriptTranscript © www.asia-masters.com
  19. 19. Develop Behavioral QuestionsDevelop Behavioral Questions  Premise:Premise: Past performance can be the bestPast performance can be the best predictor of future performancepredictor of future performance © www.asia-masters.com
  20. 20.  Objective:Objective:  Ask applicant to describe specific pastAsk applicant to describe specific past performanceperformance  In specific areas you have identified asIn specific areas you have identified as important to success in the positionimportant to success in the position Develop Behavioral QuestionsDevelop Behavioral Questions © www.asia-masters.com
  21. 21. Behavioral Questions Ask For:Behavioral Questions Ask For:  Specific SituationsSpecific Situations  ExperiencesExperiences  Specific ActionsSpecific Actions  OutcomesOutcomes Develop Behavioral QuestionsDevelop Behavioral Questions © www.asia-masters.com
  22. 22.  WhatWhat  WhenWhen  WhereWhere  WhyWhy  HowHow  WhoWho Questions Focus On:Questions Focus On: Develop Behavioral QuestionsDevelop Behavioral Questions © www.asia-masters.com
  23. 23. Select a skill, knowledge, ability,Select a skill, knowledge, ability, attitude or experience about which toattitude or experience about which to write the question.write the question. From your analysis of the position you have a list of skills, knowledge, abilities, attitudes and experience that you identified as important to success in the position. You will be writing questions for each of those areas. Develop Behavioral QuestionsDevelop Behavioral Questions © www.asia-masters.com
  24. 24. Phrase a question that begins:Phrase a question that begins:  Tell me about a specific situation . . . OROR  Explain your experience in . . . OROR  Give an example to illustrate how you . . . Develop Behavioral QuestionsDevelop Behavioral Questions © www.asia-masters.com
  25. 25. Next, add a phrase to:Next, add a phrase to: Elicit past performance specific to the knowledge, skill, ability, and attitude identified as important to the position. Example:Example: “Tell me about a specific situation where you had to be persuasive.”” Develop Behavioral QuestionsDevelop Behavioral Questions © www.asia-masters.com
  26. 26. Finally, ask for:Finally, ask for:  Specific CircumstancesSpecific Circumstances  ActionsActions  OutcomesOutcomes Example:Example: “Tell me about a specific situation where you had to be persuasive. Who was involved in the situation? What actions did you take? What was the outcome?” Develop Behavioral QuestionsDevelop Behavioral Questions © www.asia-masters.com
  27. 27. Example:Example: “Tell me about a specific time when you resolved a difficult customer complaint. Describe your actions. What was the outcome?” Develop Behavioral QuestionsDevelop Behavioral Questions © www.asia-masters.com
  28. 28. Practice writing questions for each:Practice writing questions for each: Write 2 or 3 questions for each identified skill, knowledge, ability and attitude. Select 1 or 2 of the questions you think will best get the information you need from each area. The most important areas might merit as many as 3 questions. Develop BehavioralDevelop Behavioral QuestionsQuestions  SkillSkill  KnowledgeKnowledge  AbilityAbility  AttitudeAttitude © www.asia-masters.com
  29. 29. Review Questions/Review Questions/ Applications & ResumesApplications & Resumes Select Best QuestionsSelect Best Questions Review the questions you developed to select at least one for each skill, knowledge, ability, attitude or type of experience identified. The more important areas might merit more than one question. Remember, the intent of the interview is to get a clear picture of the candidate’s past performance, so select those questions which best give a balanced view of the candidate. Past Performance Future Needs
  30. 30. Review Questions/Review Questions/ Applications & ResumesApplications & Resumes Decide if the Question is LegalDecide if the Question is Legal Questions about family, child care, marital status, age, race, religious preferences or practices, arrests (as opposed to felony convictions which you can ask about), and clubs or social organizations are likely to result in discrimination charges from unsuccessful candidates. Review your questions to insure they do not impinge on these protected areas. © www.asia-masters.com
  31. 31. Look for information related to the identified knowledge, skills, abilities, attitudes and experience Review Questions/Review Questions/ Applications & ResumesApplications & Resumes © www.asia-masters.com
  32. 32.  Make notes on any experience that may relate to experience you want.  Look for information on skills you need. It may be mentioned in a description of a previous job, it may be listed under an educational experience.  Knowledge you want may be indicated by a class attended or presented. Formulate a question that tests whether that knowledge has been used recently, and how successfully they have been using it.  If not used, some skills and knowledge tends to fade, and be less useful. Review Questions/Review Questions/ Applications & ResumesApplications & Resumes
  33. 33. Look for gaps in employment history Review Questions/Review Questions/ Applications & ResumesApplications & Resumes
  34. 34. Review Questions/Review Questions/ Applications & ResumesApplications & Resumes  Time to complete an education.  Time to spend with a sick relative, have a family, or do full-time volunteer work.  Serious illness, or prison time.  An inability to find work due to various reasons. Gaps in employment history can indicate several things: © www.asia-masters.com
  35. 35. Review Questions/Review Questions/ Applications & ResumesApplications & Resumes Identify each employment gap and formulate questions addressing those gaps. Look for “job hopping,” a succession of jobs, of relatively short duration, which needs to be addressed in the interview. © www.asia-masters.com
  36. 36. Look for names and phone numbers of previous supervisors Review Questions/Review Questions/ Applications & ResumesApplications & Resumes Reviewing the application, resume, or personnel folder is a good time to make notes on previous supervisors names and phone numbers. Following the interviews with the candidates, talk with 2 or 3 previous supervisors of the best 2 or 3 candidates before making a final selection. During the interview also ask candidates about their relationship with those supervisors. A glowing reference from a supervisor when the candidate tells you they did not get along, should be a red flag, and merit further investigation.
  37. 37. Look for Disciplinary Actions Review Questions/Review Questions/ Applications & ResumesApplications & Resumes Occasionally a personnel folder will contain a disciplinary action, or an application will reference a felony conviction. Make special note of these and formulate questions to discuss the circumstances surrounding them. As the selecting official, you will have to determine whether they are sufficiently serious to warrant a non-selection. You will need to have as much information as possible from the applicant. When the supervisor is interviewed, the incident will require further discussion.
  38. 38. Look for Awards Review Questions/Review Questions/ Applications & ResumesApplications & Resumes Look for awards, letters of appreciation, participation in special projects, and other indications of excellence. Make note for future reference. You may want to ask specific questions about the circumstances that led to some of the awards or letters of appreciation. © www.asia-masters.com
  39. 39. Look for Safety History Review Questions/Review Questions/ Applications & ResumesApplications & Resumes Look for documentation of accidents in the personnel folder. Evaluate the seriousness of the accidents . . . some applicants may have had several accidents, but all are of a minor nature, indicating they are careful to document. Others may have had numerous accidents of a more serious nature, perhaps indicating failure to remain focused while working. Are they appropriate to the positions they have held? © www.asia-masters.com
  40. 40. Decide Which Candidate BestDecide Which Candidate Best Meets the Established CriteriaMeets the Established Criteria Review all of the informationReview all of the information gathered from:gathered from:  Applications/resumes  Transcripts  Interviews  Supervisors
  41. 41. Decide if you have a suitable candidate.Decide if you have a suitable candidate. If so . . .If so . . . Decide Which Candidate BestDecide Which Candidate Best Meets the Established CriteriaMeets the Established Criteria © www.asia-masters.com
  42. 42. Select the BestSelect the Best Select the BestSelect the Best  Orient and Train ThemOrient and Train Them  Mentor and GrowMentor and Grow ThemThem  They WillThey Will SucceedSucceed . . . and so will you!!. . . and so will you!! © www.asia-masters.com

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