The document emphasizes the importance of hiring for attitude over skills, stressing the need to identify the desired characteristics that align with a brand's values. It provides guidelines on crafting effective interview questions that focus on behaviors and attitudes rather than traditional strengths and weaknesses inquiries. Additionally, it recommends implementing personality and skills assessments to better evaluate potential employees' fit with the company culture.

1. HIRE FOR ATTITUDE,
TRAIN FOR SKILL
Why Passion and Spirit Should
Supersede a Resume

3. Hiring For Attitude
• Determining what the right Characteristics are for your specific Brand
• Evaluating current interview questions and techniques
• Creating interview questions that screen for these characteristics
The right formula

7. Determining Fit for your brand
Before you can even start the process of Hiring for Attitude, you need to determine
what Attitude you want in your brand.
• Top 3 Employees
• Bottom 3 Employees
• Come up with characteristics that make them the Top or Bottom

8. Determining Fit for your brand
Top 3:
• Runs their business like an owner -
takes pride in ownership
• Communicates collaboratively with
staff members
• Ensures guests service standards
are exceeded in every situation
• Knows how to prioritize multiple
priorities and respond and react
accordingly to balance the needs of
the business as well as the needs of
team members
Bottom 3:
• Constantly blames others or makes
excuses for their lack of
performance and execution
• Receives multiple guest complaints
and is unable to resolve issues
• Consistently has high turnover and
a revolving door with staff members
• Has poor financial performance on a
consist basis

10. Learning what to ask…
• The 3 most common questions and why they shouldn’t be asked
• The Behavioral questions and how to frame them
• The Hypothetical questions

11. Learning what to ask…
1. Tell me about yourself….
2. What are your strengths….
3. What are your weaknesses….
What’s wrong with these questions – I ask these all the time…..
The 3 most common questions

12. Learning what to ask…
1. Tell me when you had to adapt to a difficult situation. What did you do do?
2. Tell me about a time when you had to balance competing priorities and did so
successfully.
3. Tell me about a conflict with a coworker and how you resolved it.
How to frame behavioral questions

13. Learning what to ask…
All Behavioral questions should start with an action word and not lead to what the
outcome was.
Tell me about a time you had to handle a challenging guest experience?
(Eliminating the “tell me what you did”)
“Could you…..”
How to frame behavioral questions

14. Learning what to ask…
What would you do if…..
It’s easy to take a 50 foot view and be able to answer the question from the
outside looking down – much harder to do when you are actually faced with the
situation.
The Hypothetical Question

15. Creating your Interview
Questions
Step 1: Pick one of the top characteristics that you identified in the Top 3 exercise
Step 2: Identify a situation to elicit the characteristics
Step 3: Begin the questions by asking. “Could you tell me about a time….”
Step 4: Pause to leave the question hanging

16. Why worry about fit?
Because it’s ALL about fit!
Company
Fit
Skills
Fit
Job Fit

17. Why worry about fit?

18. Why worry about fit?
Yet, only 38% of employers are using Personality or
Skills assessments in the pre-screening process
Source: The PeopleMatter Institute

19. What are we left to do?

20. What to do instead
• Behavioral interview questions to focus on
behaviors, experiences, attitudes
• Personality and Skills assessments to measure
tendencies, capabilities, preferences

21. Why assessments work
…their attitudes and skillsYour business…

22. Why trust them?
PeopleMatter Assessments
Rigorous
Development
Reliable, Valid
Assessments
Continuous
Data Analysis

23. Summary: Hire for Attitude!
• Determine the attitudes that match your brand
• Attitude can’t be trained, so find applicants who fit
your brand!
• Use behavioral questions to get at someone’s
attitude and approach to work
• Use PeopleMatter Assessments to measure
tendencies, personality, attitudes