面试指导手册（基于应聘者能力分析）Competency Based Interviewing Workbook

CompetencyBasedInterviewingWorkbookNameDepartment

CompetencyBasedInterviewingContentsWelcometoCompetencyBasedInterviewing TheObjectivesoftheProgramme UsingyourWorkbook Session1–TheImportanceoftheSelectionProcess Session2–TheStructureoftheInterview–Preparation&Contact Session3–TheStructureoftheInterview–Control&Close Session4–BehaviouralInterviewing Session5–TheDecisionProcess Session6–LegalImplications SkillsPracticePreparation CompetencyBasedInterviewing–Workbook©2002 Session1–TheImportanceoftheSelectionProcess UsingYourWorkbookThisWorkbookisyourstousethroughouttheCompetencyBasedInterviewingDevelopmentProgramme.Thebookisdividedintothe6sessionsoftheprogramme.Eachsectionstartswiththeobjectivesofthesessionsothatyouknowexactlywhatyouareaimingtoachieve.FollowingthisarevariousexercisesthatwillbecompletedduringthesessionandReadingNotesthathighlightandsummarisethemainlearningpoints.ItisimportantthatyoureadtheseReadingNotesaftercompletingeachsession/dayastheypulltogethermuchofwhatyouwillhavecovered.Theyarealsoavaluablesourceofinformationthatyoucanrefertointhefuture.EachsessioninyourWorkbookendswithtwoblankpages.Thesepagesareforyourownpersonalnotes.AftercompletingtheProgrammeyouwillelectronicallyreceivearesourcefilewhichcontainscollateraltoassistyouwithinterviewingintheworkplace.ForthoseofyoufollowingOptions2and3yourWorkbookmustbehandedtoyourTutoroncompletionoftheCDRom.YouwillthenbeadvisedoftheproceduresforcompletingPhaseTwooftheProgramme.Session1

theImportanceoftheSelectionProcessTheImportanceoftheSelectionProcessObjectivesBytheendofthissessionyouwillbeableto:Definetheterms‘Recruitment’and‘SelectionInterviewing’

Listtheconsequencesandbenefitsofselecting“therightperson”foragivenjob

Listtheessentialcharacteristicsof“therightperson”andexplainwhythesearesonecessary

Explainwhatismeantbytheterm‘fit’

Exercise1AttractingSuitablePeopleThinkofallthedifferentwayswecanattractsuitablepeopletocomeandworkforus.5MinutesListyourthoughtsbelow:

Questions? Whatisthepurposeofaselectioninterview?? Whatarethebenefitsofselecting“therightperson”?

Exercise2TheCostofRecruitmentImagineyouhavetorecruitasupervisorinyourdepartment.Assumingthesalaryforthepositionis$20,000(localequivalent)estimatethecostofrecruitingthispersonusingtheguidelinesbelow.10MinutesThroughanAdvertThroughanAgencyAdvertisementAgencyFeesInterviewcostsAdministrationcostsOrientationInterruptioncostsTotalcosts

Consolidation? Whatisthepurposeoftheselectioninterview?? Whoshouldbeinvolvedintheprocess?? Whatarethebenefitsofselecting“therightperson”?? Whatisacompetency?? Atthescreeningstagehowdoyoudecidewhichcompetenciesyouaregoingtoconcentrateonintheinterview?? Whyisitessentialthatthecandidatehasthesecompetencies?? WhyisitimportantthattheHODinterviewsallstafftobetakenoninhis/herdepartment?? Howdoweensuregrowthoftheemployeeoncehe/shehasstartedinemployment?

ReadingNotesTheImportanceoftheSelectionProcessInterviewsAninterviewcanbrieflybedescribedas:AconversationwithapurposeItisimportanttorememberthatitisatwo-waycommunication,notathirddegreeexamination,oraninquisition.Therearemanytypesofinterview,andthesametechniquesareusefulfor:ManagingPerformanceandDevelopmentGrievanceCounsellingDisciplinaryExitAswellastheirmainpurpose,selection.ThePurposeofSelectionInterviewingTocollectinformationinordertopredicthowsuccessfullytheindividualwouldperforminthejobforwhichhehasapplied,bymeasuringhimagainstpre-determinedcriteriaToprovidethecandidatewithfulldetailsofthejobandorganisationtofacilitatehisdecisionmakingToconducttheinterviewinsuchamannerthatcandidatesfeelthattheyhavebeengivenafairhearingItisaboutselecting“therightperson”forthejob,orfittingaroundpegintoaroundhole,andleavingenough"room"forpersonalgrowthandimprovement.

ThePurposeofSelectionInterviewing(Cont.)Themostimportantelementisreducingtherisk-TotheCompanyTotheGuestTotheEmployeeToyourselvesandcolleaguesInourbusiness,thecalibreofourstaffhasadirectbearingonthesuccessofthebusinessandthequalityofservice.Thecostsofwrongselectionaremanyandvaried,butbasicallynobodygains.Goodselectioninterviewingisabout-MaximisingPotentialReducingRisks

RecruitmentCostsDefinitionRecruitmentistheprocessofattractingandselecting“therightperson”forthepositionavailableandthiscanbeanextremelyexpensivetask,especiallyifthenewemployeedoesnotworkout.DirectCosts-ExampleEstimatedonaSupervisoryposition-salary$20,000perannum.CostofRecruitingandInitialTrainingThroughanAdvertThroughanAgencyAdvertisement$1100.00AgencyFees-$3000.00Interviewcosts$140.00$140.00Administrationcosts$15.00$15.00Orientation$400.00$400.00Interruptioncosts$800.00$800.00Totalcosts$=SUM(ABOVE)2455.00$=SUM(ABOVE)4355.00Obviouslycostsmayescalatetomorethanthis(e.g.$5455.00)ifanadvertisfirstplacedanddoesnotprovesuccessfulandthenanagencyisused.Clearly,notallpositionsarefilledthroughadvertsoragencies,somewillbethroughwordofmouth,walk-insorthe'IntroduceaFriend'scheme.Weare,however,abletoestimatethecostofrecruitmentamongstagroupofourhotelsduringoneyear.Ifweassume40%staffturnoverduringtheyear,whichequalsapproximately600people.Assuming50%ofthesepeoplearerecruitedthrougheitheranadvertoranagency,theremaining50%atnoadditionalrecruitmentcost.Basedupontheabovefigureseachemployeecostsanaverageof$2270.00Theapproximaterecruitmentbillforacitywith5ofourhotelsistherefore:600newstarters@$2270=$1,362,000Itisthereforeimperativethatwerecruit“therightperson”,thefirsttime.Characteristicsofthe"RightPeople"Itisessentialthatwerecruit“therightpeople"forthejobavailableandatatimewhenwegenerallyhavealargernumbertochoosefromwecanbequiteselective.Itisobviouslyimportantthatcandidateshavetherighttechnicalskillsforthejobbutinthehospitalityindustryitisessentialthatcandidateshavetherightbehaviouralcharacteristics.Weareapeopleindustryandamajorpartofourjobisservingandcaringforpeople.Itis,therefore,importanttofocusontheseareasintheselectioninterview.Behaviouralcharacteristicsaredifficulttolearn,thoughtheycanbefurtherenhancedthroughtraining.Themottoshouldbehireasisanddon'texpectchange-andanychangewillbeabonus!Thesebehaviouralcharacteristicsarealsoreferredtoascompetencies.Competenciescanbedefinedasthepersonalattributesandmodesofbehaviourthatindividualsneedtodisplayinordertobeeffectiveintheirjobs.TheCompanyhascompetencysetsusedforbothcorporateandhotellevel.Thesetsarearrangedinclustersofactivityunderkeyheadings.Indicatorsdescribethebehaviourthatsupportthecompetencyandcontra-indicatorsdescribethenegativebehavioursthatmaybedisplayed.Itisimportantthatbesidesthecandidatedisplayingtherelevantcompetenciesthattheyalso“fit”intotheorganisationanddepartment.AtthesecondinterviewtheHeadofDepartmentneedstoestablishifthecandidatewill“fit”intotheteam.Ifthecandidatehastherightcompetenciesand“fit”thentheyshouldbeemployedandsubsequentlyfurtherdevelopedthroughcoachingandtraining.Thismaybereferredtoasinvestmentintheemployeeandwillleadtogrowth.Thisissummarisedinthefollowingequation:(C+F)xI=G(Competence+Fit)xInvestment=GrowthDiscoverthecompetence,determinethefitandinvestinthenewrecruit

Characteristicsof“therightpeople"(Cont.)Ifwesubstitutefictitiousnumbersintotheequationyoucanseethatinvestmenthasaveryhighimpactonthegrowthoftheemployee.(C+F)xI=G(10+10)X4=80(10+10)X10=200Inconclusion,thereareanumberofconsiderationswhenselecting“therightperson”butwemustensurethattheyhavetherightcompetencies-behaviouralcharacteristics-andthatthey“fit”intotheteam,aswellashavingthecorrecttechnicalskillsandcircumstances.CompetencyBasedInterviewing-Workbook©2002 Session2–TheStructureoftheInterview Session1–TheImportanceoftheSelectionProcessPersonalnotesandobservationsSession1–TheImportanceoftheSelectionProcessPersonalnotesandobservationsSession2

TheStructureoftheInterview

PreparationandContactTheStructureoftheInterviewObjectivesBytheendofthissessionyouwillbeableto:Statethestructureoftheinterviewprocess

ExplainthepreparationrequiredpriortoconductinganinterviewExplainhowtoensureasuccessfulcontactstageQuestionsTimetothinkbacktothebestinterviewthatyou’veeverhadasajobcandidate? Howwasitstructured?? Whatwastheaffectofthisontheoverallinterview?? Howdidyoufeel?

Exercise3PreparingforanInterviewConsiderandrecordbelowallthepreparationthatyouthinkneedstobecarriedoutbeforeyoustartinterviewing.5Minutes

Exercise4CompletinganEmployeeSpecificationUsingtheDoorman’sJobDescriptioninthissectionandthecompetencysetfortherole(includedinthesectionCompetencySets&Guides).CompleteanEmployeeSpecificationfortheposition,usingtheformatonpage5ofthissection.RemembertodistinguishontheEmployeeSpecificationwhatisessentialandwhatisdesirableforthejob.15Minutes

EmployeeSpecificationPosition: Department: EssentialDesirablePhysicalMakeupEducation&QualificationExperienceSpecialSkills&KnowledgeInterestsPersonality/SkillswithpeopleOtherAmbitionsEssential= Skillsacandidatemusthave-withoutwhichtheyshouldnotberecruited.Desirable= Skillsacandidateshouldhave-butwithoutwhichacandidatecouldstillbeconsideredforajobiftheypossessother"essential"or"desirable"skills.Competencies= RefertotherelevantCompanycompetencyset.(Whilstanemployeewouldbeexpectedtoprovideevidenceofallcompetenciesbeinginplace,youmaywishtofocusonparticularcompetenciesthatajobordepartmentrequireataparticulartime).Exercise5TheApplicationFormUsingthecompletedApplicationFormonthenextpage,listallthekeypointsthatyoushouldlookforwhenpreparingquestionsforyourinterview.15Minutes

ApplicationFormInstructiontotheTrainingManagerorwhoeverisprintingthisdocumentfromtheCD:Pleaseuseyourlocalapplicationformandfillinleavingacoupleofareasblank(likeunabletoworkonaSundayetcfortheexercise)

QuestionsCompletethefollowingquestionsbasedonthecompletedApplicationFormQ Howlonghasthecandidatebeenineachjobandwhatmightthishighlight?AQ Doesthejobhistoryshowasteadyprogression?Ifnot,highlightanyareasofconcernAQ Lookatthereasonsforleavingthepreviousjob,whatwouldyouexplorefurtheratinterview?AQ Whatistheprogressionofleavingsalariesandwhyisthisimportant?AQ Whatdoyounotefromthepersonaldetails?AQ Whatdotheleisureinterestsandactivitiessuggestaboutthecandidate?AQ WhyisitimportantthateverysectioniftheApplicationFormiscompleted?A

Exercise6PuttingaCandidateatEaseAssumethatreceptionhavephonedtosaythatyourcandidatehasarrived.Listwhatyouaregoingtodotoputyourcandidateatease.5Minutes

Consolidation? Whatarethe4stagesofaneffectiveinterview?? Whatarethemainthingsthatyouneedtopreparepriortotheinterview?? WhyisitimportanttohaveaJobDescriptionforeverypositionintheDepartment?? Whoshouldbeinvolvedincompilingthese?? WhyshouldweinvolvetheemployeesinwritingtheJobDescriptionsandEmployeeSpecifications?? Whydoyouneedtobefamiliarwiththecompetencysetsandguides?? Whyisthecontactstagesoimportant?? Whatcanyoudotorelaxyourcandidate?? Whoisdoingmostofthetalkingatthisstage?ReadingNotesTheStructureoftheInterviewRememberthatinterviewsshouldbeatwo-wayprocessandnotthirddegreeexaminationsunderstress.Ifinterviewsaretobeeffectiveinselecting“therightperson”foraparticularjob,thenitisimportanttoconsiderfourmajorstages:-1 Preparation Anopportunityto:- a) Studyavailableinformation b) Plantheformatoftheinterview c) Physicalpreparation2 ContactThepurposeofthisstageistorelaxthecandidate,setthescenefortheinterviewandestablisharapport.Ifthisstageisomittedornotcarriedoutsuccessfully,theinterviewermayneverfindoutthetruefactsaboutthecandidate.3 ControlAtthisstagethetimeisspentencouragingthecandidatetotalkfreelyandlisteningcarefullytotheanswersandobservingthecandidate.Duringthisstagetheinterviewershouldbeprobingtoascertaintheinformationthattheyrequire.CloseAtthisstage,theinterviewerneedstogivethecandidateanopportunitytoaskquestionsandcheckthathe/sheisstillinterested.Thankthecandidateforcomingandremember,righttotheendinterviewingisatwo-wayprocess,theinterviewertoowillleaveanimpressionofthemselvesandtheCompanyonthecandidate.Oncetheinterviewisclosedtheinterviewermustmakeadecisionandtaketheappropriateaction.

PreparationfortheInterviewProcess1 StudyavailableinformationJobDescriptionEmployeeSpecificationCompetenciesApplicationFormorC.V.2 PlantheformatoftheinterviewComparetheApplicationFormwiththeEmployeeSpecificationandpreparequestions,inordertofindout:EducationWorkhistory- Hobbiesandinterests- Futureplans3 PhysicalpreparationfortheinterviewAllowadequatetimeEnsureprivacyandasuitablelocationPreventanyinterruptionse.g.bleep,telephoneEnsureproperreceptionofcandidateNB Effectiveinterviewersaredistinguishedbyknowingwhattheyarelookingforandhowtofindit.

EmployeeSpecificationPosition: CaféManagerDepartment: FoodandBeverageEssentialDesirablePhysicalMakeupWellgroomed.FluentEnglish.Goodorganiser.Wellspoken.Goodeyecontact.Smiles.Fit.Energetic.Warm.FriendlyDress-Fashionable,unconventionalEducation&QualificationGoodbasiceducationincludingmathssubjectFormalcateringqualificationincludingmanagementcontentExperience3yearsexperienceinfoodservice.Supervisoryexperienceofsmallteamincludingrotaring,discipline,training,appraisals.Asst.outletmanagerlevelalreadyachieved.TrackrecordofgrowingbusinessExperienceinsimilarstyleofoperation.Experienceofhandlinglongstandingemployees.4or5starexperienceSpecialSkills&KnowledgeAbletointerpretaP&LaccountandactoninformationProventrackrecordofdevelopingsubordinates.TrainerskillsandqualificationsInterestsPhysicalactivityinterestskeptupPersonality/SkillswithpeopleSelf-starter.Hasinitiative.Flexible,resourceful.Tough,difficulttodiscourage,goodverbalcommunicator,persuasive.Tactful.AttentivetodetailProventrackrecordofinnovation/changemanagementOtherAbleandwillingtoworkavarietyofshiftsincludingweekends.LiveswitheasyaccesstohotelAmbitionsFoodandBeverageorientatedcareerplan.EagertobeAsst.F&BManageror2ndOutletMgtrolein2yearsPreparedtoinvest2yearsinroleEssential= Skillsacandidatemusthave-withoutwhichtheyshouldnotberecruitedDesirable= Skillsacandidateshouldhave-butwithoutwhichacandidatecouldstillbeconsideredforajobiftheypossessother"essential"or"desirable"skills

PointstoConsiderontheApplicationFormItisessentialthatallinterviewersstudytheApplicationFormverycarefullypriortotheinterview.Thefollowingactionstepsshouldbetaken:-UsetheApplicationFormtopreparequestions- Notedownanypointsthatyouwishtoenlargeupon- ComparetheformwiththeEmployeeSpecification- Notedetails,andifrelevantplanquestions,thatrelatetothefivetopicareasEducation- Educatedtowhatlevel?- Whichaspectswerevocational?- Doestheeducationfollowalogicalpath?WorkHistory- Howlonghasthecandidatebeenemployedineachofhisjobs?- Doesheseemtobeabutterfly?- Doesheseemtogetitchyfeetafterthesamelengthoftimeinanyjob?- Doeshisjobhistoryshowanysteadyprogression?- Whatarethereasonsforleavingeachjob?(Legitimateoramisfit)- Havethejobsinvolvedworkingwithand/ormanaging/supervisingpeople?- Whatistheprogressionofleavingsalaries?HobbiesandInterestWhathobbiesdoesthecandidatehave?Whatdotheysuggestaboutthecandidate?(gregariousoraloner)FuturePlans- Doesthecareerpathfollowalogicalpath?- Isthejobappliedforalogicalcareerstep?

EstablishingContactHavingpreparedfortheinterview,itisimportantnottowastethatpreparation-CheckthepreparationdetailsimmediatelypriortotheinterviewtorefreshyourmemoryEnsurethephysicalpreparation(e.g.quietroom)isready'Puttingthecandidateatease'- Don'tleavethecandidatewaiting- Welcomethecandidate- Smile- Introduceyourself- Shakehands:bodycontactcreatestrust- Casualconversationhelpscandidatetorelax-andcanrevealinformation- Offertea/coffee- Bodyposture:open,notarmscrossed- Eyecontact-lookdirectlyatthecandidate- Explainformatoftheinterview- TellthemyouwillbemakingnotestoremindyouofwhatwassaidAvoidphysicalbarrierse.g.highdesksAppropriatedress- EstablishrapportwithneutralquestionsAtthisstage,theratiooftalkingshouldbe:70%interviewer:30%candidateCompetencyBasedInterviewing-Workbook©2002 Session3–TheStructureoftheInterview–Control&Close Session2–TheStructureoftheInterview:PreparationandContactPersonalnotesandobservations

Session2–TheStructureoftheInterview:PreparationandContactPersonalnotesandobservationsSession3TheStructureofTheInterview

ControlandCloseTheStructureoftheInterview–ControlandCloseObjectivesBytheendofthissessionyouwillbeableto:Explainwhatareasneedtobecoveredduringthecontrolstageandwhytheseareimportant

Explainhowtocloseanintervieweffectively

Exercise7QuestionTechniqueRe-phrasethefollowingquestionssothattheybecomeopen-ended.15MinutesClosed“Doyoufindyourjobsatisfying?”2. Leading

“Wouldyousaythatyouareonoutgoingperson?”3. Multiple

“InwhichschoolholidaydidyoujointheQueensHotel,Imeanwereyouappointedasawaiterordidyoujoinasageneralassistant?”4. Hypothetical

“Whatwouldyoudoifaguestcomplains?”

Exercise7(Cont.)5. Confusing

“Doyouhaveproblemswithinterpersonalrelationships?”6. AgreementSeeking

“Sothenyouwenttoworkforxhotel?”

Consolidation? What4areasneedtobecoveredatinterview?? Whywillthetimespentoneachvarybetweencandidates?? Whichjobwillyouquestiononfirst?? Why?? Whatisthe“haloeffect”?? Whatisthe“hornseffect”?? Whatsortofquestionsshouldyouuse?? Whatiswrongwithaskinghypotheticalquestions?

Consolidation(Cont.)? Whatshouldyoudoifyoudonotgetanimmediateanswer?? Howshouldyoubelistening?? Howshouldyoucloseinterviews?? Whydoyouneedtomakenotesimmediatelyafterwards?

ReadingNotesHumanResourcesinHeavenOnedayahighlysuccessfulHumanResourceDirectorwastragicallyhitbyabusandshedied.AshersoularrivedinHeaven,shewasmetatthePearlyGatesbySt.Peterhimself."WelcometoHeaven,"saidSt.Peter."Butbeforeyougetsettledin,itseemswehaveaproblem.Yousee,strangelyenough,we'veneverhadaHumanResourcesDirectormakeitthisfarandwe'renotreallysurewhattodowithyou""Noproblem.Justletmein,"saidthewoman."Well,I'dliketo,butIhavehigherorders.Whatwe'regoingtodoisletyouhaveadayinHellandadayinHeavenandthenyoucanchoosewhichoneyouwishtospendeternityin."Andwiththat,St.Peterputtheexecutiveinanelevatorthatwentstraightdowntohell.Thedoorsopenedandshefoundherselfsteppingoutontotheputtinggreenofabeautifulgolfcourse.Inthedistancewasacountryclubandstandinginfrontofherwereallherfriendsfellowexecutivesthatshehadworkedwithandtheywerealldressedinsuitsandeveninggownsandcheeringforher.Theyranupandkissedheronbothcheeksandtheytalkedofoldtimes.Theyplayedanexcellentroundofgolfandwenttothecountryclubwheretheyenjoyedanexcellentsteakandlobsterdinner.ShemettheDevilwhowasactuallyareallyniceguyandshehadagreattimetellingjokesanddancing.Shewashavingsuchagoodtime,beforesheknewit,itwastimetoleave.Everyoneshookherhandandwavedgoodbyeasshegotontheelevatortoleave.TheelevatorreopenedatthePearlyGateswhereSt.Peterwaswaitingforher."Nowit'stimetospendadayinHeaven,"hesaid.Shespentthenext24hoursloungingaroundoncloudsandplayingtheharpandsinging.Shehadagoodtime,andbeforesheknewither24hourswereupandSt.Peteronceagaincametoher."So,you'vespentadayinHellandyou'vespentadayinHeaven.Nowyoumustchooseyoureternity,"hesaid.Thewomanpausedforasecondandreplied,"Well,IneverthoughtI'dsaythis,Imean,HeavenhasbeenreallygreatandallbutIthinkIhadabettertimeinHell."SoSt.Peterescortedhertotheelevator,whereagainshewentstraightdowntoHell.Asthedoorsoftheelevatoropenedshefoundherselfstandinginadesolatewastelandcoveredingarbageandfilth.Shesawherfriendsdressedinrags,pickingupthegarbageandputtingitinsacks.TheDevilcameuptoherandputhisarmaroundher."Idon'tunderstand,"stammeredthewoman."YesterdayIwashereandtherewasagolfcourseandacountryclub.Weatelobsterandwedancedandhadagreattime.Nowthereisonlyawastelandofgarbageandallmyfriendslookmiserable."TheDevillookedatherandsmiled."Yesterdaywewererecruitingyou,todayyou'restaff"ReadingNotes

TheStructureoftheInterview–ControlandCloseControllingtheInterviewHavingmadethecandidatefeelwelcomeandexplainedtheagenda,itisimportanttocontroltheinterviewinordertofirstlyelicitinformationfrom,andsecondly,tosupplyinformationtothecandidate.Theselectioninterviewshouldbeusedasatoolinassessingancandidate'ssuitabilityforajob.Ifaninterviewistobeofanyuseasatoolinassessingacandidate'ssuitabilitytheninterviewersmustensurethatrelevantinformationaboutthecandidateisgathered.Itisimportantinaninterviewtogetcandidatestotalkaboutthemselves,notaboutideasandotherpeople'stheoriesoractions.Aninterviewershouldcollectgeneralpointsaboutthecandidate'spastperformancebackedupbystoriesofmemorableepisodestoclarifywhatexactlyhappened.Thisleavesamorelastingpictureofthecandidate'sactualresponses.'FirstImpressions'(Halo/HornsEffect)Ithasbeenestimatedthatmanyinterviewersmakeadecisiononacandidatewithinthefirstminuteofmeeting,sometimesevenquicker.Thisparticularlyoccursiftheinterviewerhasanyprejudicese.g.racial.Effectiveinterviewersmustavoidthis,aspotentiallygoodcandidatescouldbediscountedonthebasisofasnapjudgement.Itmaybethatagoodinitialappearanceisanimportantrequirementforthejob,buteveninthesecasesthefirstimpressionmustnotoverrideallthatfollows.Firstimpressionsaretwo-way,soyoumustcreateagoodimpressionbyyourthoroughpreparation.AreastoExploreThereareseveralkeyareasthatwillproviderelevantinformation.Theseare:WorkhistoryEducationexperiencePlansforthefutureHobbiesTheseshouldbeexploredforeverycandidate,althoughnotnecessarilyinanyfixedorder.

AreastoExplore(Cont.)Bytakingexamplesfromtheseareasandcombiningthemwith:ApplicationFormdetailsPersonalImpressionsReferencesTheinterviewershouldachieveabalancedanddetailedpictureofthecandidate.QuestionTechniquestouseinanInterviewOpenEndedQuestions-Designedto"openup"theinterviewandexploreimportantareas.Thesegenerallystartwithorincludethewords:"How""What""Who""Where""When"“Why”QuestionstoAvoidLeadingQuestions-Producetheanswerthecandidatefeelsyouwantthustellingyounothinge.g."Itisimportanttogetonwellwithpeople;wouldyousaythatyouareasociableperson?"or"Youfoundtheparttimejobinthebartooeasyforyou,Isuppose?"MultipleQuestions-Acommonerrorisaskingthecandidatetwoormorequestionsatoncee.g."InwhichschoolholidaydidyoujointheQueensHotel;Imean...wereyouappointedasaroommaid...ordidyoujoinasageneraltrainee?"Thiscouldbeputmoresimplyas"TellmewhathappenedwhenyoujoinedtheQueensHotel?"HypotheticalQuestions-suchastheoldfavourite"Whatwouldyoudoif...?"shouldbeusedsparinglyasthereisadangerofthecandidatetellingyouwhathe/shethinksyouexpecttohear.ConfusingQuestions(oftenbecauseoflanguageused)-e.g.(toaroommaid)"Doyouhaveproblemswithinter-personalrelationships?"Makesureyourquestionsarewordedsothatthecandidateunderstandsyou.ClosedQuestions-Closedquestionsarethoseinvitingayes/noanswere.g."Doyoufindyourjobsatisfying?"AgreementSeekingQuestions-e.g."You'vegot'O'levelFrenchthen?"or"ThenyouwenttoworkattheEmbassyHotel?"

ClosingtheInterviewInterviewingisatwo-wayprocess:asyouelicitinformationfromacandidateinordertoestablishiftheyare“therightperson”forthejob,theytoowillbeevaluatingthepositionandthecompanyasapotentialemployer.Itisimportantthen,ifwebelievewehaveastrongcandidatetotakesometimetosellthejob(astrongcandidatewillhaveplentyofalternativestoconsiderelsewhere).Makesureyouexplaintheparametersofthejobaccurately,andknowyourCompanyBenefits,especiallythesalaryofferedfortheposition.Thefollowingpointsareimportantandshouldnotbeneglected:Thecandidateshouldbegiventheopportunitytoaskquestionsatapre-determinedpointintheinterviewTheinterviewershouldclarifythetermsandconditionsofthejobThecandidateshouldbetoldwhenhe/shewillknowtheoutcomeoftheinterviewTheinterviewershouldcheckthatthe