This document outlines the objectives and content of a session on interviewing and conflict in the workplace. The session will describe the interview process and developing interview questions, explain what conflict is and how it occurs in the workplace, its advantages and disadvantages. It provides guidance on conducting interviews, including preparing questions, scoring candidates, and following up with references and job offers. It also discusses how to manage conflict using clarification, addressing the problem, listening, and managing toward resolution. Case studies are provided to help apply the concepts.

1. Julie Fiddes

2. Session Objectives
By the end of the session the learner will:-
 Describe the interview and selection process and
be able to develop interview questions
appropriate to their workplace positions.
 Explain what is meant by conflict, how it can
occur and its advantages and disadvantages.

3. Interviewing
 Pros and Cons of interview types:-
 Group
 Individual
 Selecting the panel
 Selecting applicants to be interviewed:-
 Setting interview time frames and days:-
 Notify candidates:-

4. Preparation for interviews
 Ensure reception / administration has the list of
candidates and interview times.
 Ensure each panel member has had opportunity
to read Resume’s of candidates.
 Confirm interview questions and selection
criteria.
 Confirm with panel members the qualities you
are seeking.
 Confirm panels members of their role.

5.  Prepare pre employment paperwork to be
given to each candidate.
 Book appropriate room.
 Notify other staff of interviews.

6. DAY OF INTERVIEWS
 Be Alert
 Be Prepared
 Set up the room
 Place out drinking water / glasses
 Pens / clipboard / interview questions

7. After the Interview
 Independently write notes and score candidates
 Discuss as panel
 Give over all score before next candidate
 Indentify appropriate candidate/s
 Commence reference checks then police check.
 Once checks complete and clear offer position.
 Provide written notification to unsuccessful
candidates and offer feedback.

8. Interview Questions
 Tell me about yourself?
 Why do you want to work here?
 Why should I hire you?
 What did you like/dislike about your last job?
 What would you like to be doing five years from now?
 What are your biggest accomplishments?
 Can you work under pressure?

9.  Why should I hire you?
 How do you take direction?
 What are some of the things that bother you?
 What are your pet hates? Tell me about the last time you
felt anger on the job.
 Do you prefer working with others or alone?
What Other Questions related to the sector would you
want answered?

10. Conflict in the Workplace
 “Unmanaged conflict is the largest
reducible cost in organisations
today,
and the least recognised.“ — Dan
Dana (quoted 1988 ... 2012)

11. Conflict
 What is Conflict?
 Conflict can occur between:-
 Colleagues
 Clients
 Clients and colleagues
 Clients and families
 Families and staff

12.  What are the positives and negatives of Conflict?
 Effects in the work place?
 Poor moral
 Absenteeism
 Poor service
 Staff and Management Health issues
 Legal issues

14. People with high conflict behaviours can be
characterised by:
 Rigid and uncompromising thinking and
actions
 An inability to accept or heal from loss
 Negative emotions that dominate their
thinking
 An inability to reflect on their own behaviour
 Difficulty empathising with others
 Preoccupation with blaming others.

15. What to Do When Conflict Happens:-
introduce the C.A.L.M. model:
 C - CLARIFY the issue
 A - ADDRESS the problem
 L - LISTEN to the other side
 M - MANAGE your way to resolution

16. Case Studies
 Case study 7.2
Working in Community Services – Geoff Arnott

17.  Read Handout:- ‘I’m quitting this Friday’
 Independently write:-
 what would you do?
 How can you assist develop a trusting relationship
 Reach an agreement on processes to be followed
 Support appropriate and effective communication

18. Home work
 Read Chapter 7, Working in Community Services –
Geoff Arnott
 Review Chapter 7, Management of Human Services
Programs – Judith a. Lewis Et al