Behavioral Interviewing: The Science and Tools of Hiring

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1 Behavioral Interviewing: The Science and Tools of Hiring

2 Behavioral Interviewing: The Science and Tools of Hiring Angelo Simao F2OnSite Nick Verzillo Smart Source Colleen Howley Marathon Deployment Denise Miller GreatAmerica

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4 Behavioral Interviewing: The Science and Tools of Hiring Angelo Simao, F2OnSite

5 HOW MUCH DOES A BAD HIRE COST ORGANIZATIONS? The U.S. Department of Labor estimates that the average cost of a bad hiring decision can equal 30% of the individual s first year potential earnings (U.S. Department of Labor, 2003). Source: Fast Company, How Much a Bad Hire Will Actually Cost You

6 BAD HIRES: BEYOND THE $ Source: Fast Company, How Much a Bad Hire Will Actually Cost You

7 HOW BAD HIRES HAPPEN Source: Fast Company, How Much a Bad Hire Will Actually Cost You

8 HOW BAD HIRES HAPPEN Source: Fast Company, How Much a Bad Hire Will Actually Cost You

9 Building the RIGHT Team Behavioral Interviewing Nick Verzillo, Smart Source

10 BEHAVIORAL INTERVIEWING The most accurate predictor of future performance is past performance

11 PREVENT BAD HIRES AND IMPROVE CUSTOMER EXPERIENCE: Behavioral Interviewing What is it? What is the benefit? Why is it important? How is it done?

12 Behavioral Interviewing What is it?!? Technique to get behind the resume Less focus on what someone has done More focus understanding motivations, considerations and decisions that impact their actions. How & Why questions

13 Behavioral Interviewing Benefits of Behavioral Interviewing Candidate can recall real actions and results they have experienced Establish pattern of behavior Style of questioning makes it difficult to make up stories Helps determine if a candidate can deliver results

14 Behavioral Interviewing Why is behavioral interviewing important? Hiring managers can base evaluations on specific tasks and actions over gut feelings or general impressions Allows hiring manager to evaluate how candidates handle situations in the past, which indicates future behavior

15 Create a job description Behavioral Interviewing How is Behavioral Interviewing Done? Include important traits you are seeking Need help? ITSS website can help! Create your interview questions Topics for questions Tell me about a time when you had to use conflict resolution skills when helping a user. When have you ever been in a situation where you have had a frustrated user and kept your patience? How have you used your A+ certification to be successful in the past? Teamwork Initiative Communication & Customer Service Goal Setting Critical Thinking & Problem Solving

16 Traditional VS Behavioral Tell me about yourself. TRADITIONAL open ended Tell me how you work effectively under pressure. BEHAVIORAL pulls details How do you handle a challenge? Give an example. BEHAVIORAL pulls details Give me an example of a goal you reached and how you achieved it. BEHAVIORAL pulls details Give an example of how you worked on a team. BEHAVIORAL pulls details Where do you see yourself in 5 years? TRADITIONAL open ended Have you handled a difficult situation? How? BEHAVIORAL pulls details

17 STAR METHOD FOR CANDIDATE EVALUATION

18 STAR METHOD FOR CANDIDATE EVALUATION The STAR method is a great tool or evaluation: S Situation (Set the Scene) look for candidates to include the particular setting and details of the circumstance. For example: There was once a time that an end user was transferred to me after talking to more than one associate. He was on edge, yelling and wanted some answers. I assured him that we were all trying to get to the resolution quickly and we needed his assistance to do so. T Task (Describe the Purpose) What exactly was the piece of work to be done or challenge to overcome? For example I had an end user that had been transferred from person to person and was frustrated. I had to make him feel like we were listening and doing everything we could to find a resolution.

19 STAR METHOD FOR CANDIDATE EVALUATION The STAR method is a great tool or evaluation: A Action (Explain What You Did) Listen for the action verbs which describe what the person actually did in the situation to accomplish the task (or not). For example: I recommended that we do a remote session so that he did not have to explain the issue over and I could review it from my screen. R Result (Share the Outcome) What was the outcome of the person s actions? How did their behavior determine the consequences? Who gained or grew from the experience? Example: After a few minutes of troubleshooting, I was able to get the user up and running. By the end of the conversation, he was calm and appreciative that we were able to assist him.

20 INTERVIEW Traditional Behavioral 1) Why should we hire you? 1) What about our position do you feel you could make the most impact with our company? 2) How do you deal with conflict? 2) Tell me about a time you had to deal with conflict in the workplace. What was the situation and how was it resolved? 3) How do you work under pressure? 3) Tell me about a time that you have worked effectively under pressure. 4) Rate your problem solving skills. 4) Give me a specific example of how you applied problem solving skills to achieve a specific goal. 5) Do you have experience training your peers? 5) Tell me about a time when you had to teach someone a new skill or process. How did you go about it?

21 There are no right or wrong answers when it comes to behavioral interviewing. Your simply seeking to understand how a person behaved in a given situation. How the candidate responds will help you determine if there is a good fit between their skills and the position you re trying to fill. Thank you

22 Top 20 behavioral interviewing questions 1. Describe a situation in which you were able to use persuasion to successfully convince someone to see things your way. 2. Describe a time when you were faced with a stressful situation that demonstrated your coping skills. 3. Give me a specific example of a time when you used good judgment and logic in solving a problem. 4. Give me an example of a time when you set a goal and were able to meet or achieve it. 5. Tell me about a time when you had to use your presentation skills to influence someone s opinion. 6. Give me a specific example of a time when you had to conform to a policy with which you did not agree. 7. Please discuss an important written document you were required to complete. 8. Tell me about a time when you had to go above and beyond the call of duty in order to get a job done. 9. Tell me about a time when you had too many things to do and you were required to prioritize your tasks. 10.Give me an example of a time when you had to make a split second decision.

23 Top 20 behavioral interviewing questions 11. What is your typical way of dealing with conflict? Give me an example. 12. Tell me about a time you were able to successfully deal with another person ( Even when that individual may not have personally liked you (or vice versa) ) 13. Tell me about a difficult decision you ve made in the last year. 14. Give me an example of a time when something you tried to accomplish and failed 15. Give me an example of when you showed initiative and took the lead. 16. Tell me about a recent situation in which you had to deal with a very upset customer or co-worker. 17. Give me an example of a time when you motivated others. 18. Tell me about a time when you delegated a project effectively. 19. Give me an example of a time when you used your fact-finding skills to solve a problem. 20. Tell me about a time when you were forced to make an unpopular decision.

24 Discovering Top Talent Using Behavioral Assessment Tools Denise Miller, GreatAmerica Financial Services

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27 27 Why?

28 Harvard Business Review Assess for Top Talent

29 29 Which?

30 EEOC Uniform Guidelines On Employee Selection 1. How Developed & Technical Support of 2. Job Relatedness 3. Has Validity 4. Has Reliability or Consistency Legal? 30

31 So What? How can you interpret data? What can you do with this insight? Does it contain a benchmark component? 31

32 32 Let s Look

33 Let s Look Benchmark Works well on tasks requiring patience, logic, thoroughness and quality Candidate Results Pursues and meets deadlines in a restless, hard-driving manner Is an attentive listener and has empathy for people Is outspoken and direct in dealing with people 33

34 Let s Look Benchmark Displays a composed and controlled demeanor in almost all situations Candidate Results In relating to people, Mary will be intense, fast moving, and will often pressure others to pick up their pace. 34

35 So What? Behavior-based Interview Question Please share an example of a time a customer called and was frustrated that they couldn t log in. How did you handle it? Sample Candidate Responses Oh, I get this one all the time. Probably 1 out of every 5 calls I get are like this. It s common and I feel comfortable with it. 35

36 So What? Behavior-based Interview Question I agree, this can be a common call. Please share a specific example of a time a customer called and was frustrated that they couldn t log in. Tell me what you said on the call. How did you handle it? Sample Candidate Responses Did you recently change your password? Do you remember your password? Passwords are case sensitive, is your caps lock on? versus Okay, walk me through what you ve done so far. Can you tell me what you re seeing on your screen? 36

37 Do use a tool with a resource you can talk to Best Practices Do administer the test legally Do ask if the results can be manipulated Do remember these are not pass/fail Do use this information after the hire 37

38 Thank You For more information contact: Denise Miller, SHRM-CP

39 How Emotional Intelligence Helps In Hiring Colleen Howley, Marathon Deployment

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41 What is Emotional Intelligence (EI)? 1. How aware someone is about themselves. 2. The ability to identify, apply and manage your own emotions and understand the impact on others. 3. If you have EI you ll know it. 4. When you have EI you ll be able to tell if someone has it by what they aren t saying about themselves. 41

42 Emotional Intelligence is the ability to: Identify Apply Manage your own emotions and understand the impact on others. 42

43 Emotional intelligence is the single biggest predictor of performance in the workplace and the strongest driver of leadership and personal excellence. - Travis Bradberry Founder and Author, Talent Smart "Emotional intelligence is the key to being really successful. - Kip Tindell CEO, Container Store 43 Image courtesy of ddpavumba at FreeDigitalPhotos.net

44 How EI helps in hiring? One reason is that particularly in organizations that value high IQ, pedigree, test scores and so on. That is a given when you hire for EI you will create an environment where everyone can be their best. 44

45 Search Inside Yourself (SIY) program Chade-Meng Tan, one of Google s earliest engineers and personal growth pioneer, was instrumental in the launch of SIY. The course helped Google employees develop attention training, self-knowledge, self-mastery, and useful mental habits. 45

46 Sandwich Format o Successful o Unsuccessful What did they learn? o Successful 46

47 10 Warning Signs to look for during a behavioral interview: Victim Blame Arrogance Self Doubt/False Modesty Lone Wolf Power and Authority Figures I don t know not in vocabulary Poor Coping Skills Anger Skeptic/Cynic 47

48 5 Ways to spot an EI Con? Their claims seem unreal They claim all of the credit Give pat answers Always are the one to save the day/situation Overtly charming personality 48

49 Interview Questions: 1. If you were starting a company tomorrow, what would be its top three values? 2. If business priorities change, describe how you would help your team understand and carry out the shifted goals? 3. Tell me about a time when you went out of your way for a client? Tell me what you were thinking. Why did you decide to help? 4. What are the top three factors that have attributed to your success? Why? 49

50 Resources: Colleen Howley 50

51 Thank You!