Developing,Your,Interview,Ques business, insurance Developing Your Interview Questions – The Behavioral Intervi

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Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-qformat:yes;mso-style-parent:"";mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:10.0pt;font-family:"Calibri","sans-serif";}In the podcast “Tips on How to Write a Job Description in 3 Easy Steps”,I gave you tips on how to write a job description or job summary. You havedeveloped a job description and now you are ready to interview. But before youget started, you will need to ask the right questions in order to ensure thatyou really understand your job applicant’s ability to perform the work neededin your job.In this podcast, I will discuss howto develop those interview questions using the behavioral interview style ofquestioning job applicants.What is behavioral interviewingexactly?Well, behavioral interviewing is aninterview technique that requires the person being interviewed to providespecific examples that support his or her answers which would then give you astronger insight on their overall performance. I will talk more on this alittle later.Right now let us focus on how tothink about developing your interview questions.As I shared with you in an earlier article, the first step is to create ajob description also known as a job summary. The description should include thecore tasks that you will require your new employee to be able to perform foryou.  You should use this job description as your starting point fordeveloping your interview questions.For the purposes of our discussion,I will use the fictional customer service representative job description whichI used in an earlier article as a tool to help you highlightthe process of developing your interview questions.Now keep in mind that you can applythe question development concepts that I will be sharing with you today in anyjob that you are interviewing for.If you listened to my podcast “Howto Write a Job Description” you will recall that some of the following skillsand experience were required for the customer service position:1.      The person must be able to learn thedetails about the variety of products and services that we offer quickly andconvey those details about the products to the customers.2.      The candidate should have a pleasantdemeanor even under pressure and be able to handle difficult customers withempathy and tact.3.      The candidate needed to haveprevious experience with working in a call center or experience with working withmultiple customers and responding to questions.4.      The candidate is required to haveexperience with problem solving in a customer service setting.5.      The candidate needed to haveprevious experience in entering and retrieving information to databases.6.      The candidate also needed to havethe ability to summarize information in written form in a clear and succinctway.Now when thinking about developingyour questions, focus on the actual experience and skills that you need andthen develop behavioral interview questions that will require the person thatyou interview to provide specific examples that support their answers whichwill then give you a stronger insight on their overall experience.When I think about the experienceneeded for the customer service representative job description, I know that oneof the core skills or competencies needed is the ability to learn details aboutthe variety of products and services that are offered quickly and then conveythat information about the products directly to the customer.Now that I clearly understand one ofthe core competencies that I need to make sure that my candidate has, the typeof behavioral interview question I would ask if I were the interviewer in thiscase is the following question:Based on your resume, it appearsthat you have worked in a customer service role at ABC Electronics. Let usassume that I am a customer who is calling you in order to obtain moreinformation on the difference between two different types of microphones. Iwould like you to walk through this conversation, beginning with how you wouldgreet me when I called you, and how you would close the conversation.As you can see from the question,the applicant will need to be able to draw from their actual experience inorder to answer my question.My question, which was essentially aseries of questions, also forces a detailed response instead of just a “Yes” or“No” response to a question.What you always want to avoid doingwhen you are interviewing a candidate is asking a question which potentiallycould generate a “Yes” or a “No” response or a very limited response.Asking the question “Do you haveany experience speaking to customers in detail about different products orservices?” will likely generate either a “Yes, I have experience.” Or“No, I don’t have experience.”As you can see, that is a verylimited answer that does not give you the insight that you need.Some applicants may well go intomore details but many applicants will not.Let’s look at another example of abehavioral interview question using the same customer service representativejob description. The description requires the ability to handle difficultcustomers with empathy and tact.So, a good question that you couldask would be one that employs a behavioral interview form of questioning:Tell me about a time when you werefaced with a customer who was not happy with any of your efforts to assist him.Describe the situation, how you handled it and the outcome. Now as you can imagine, you will beable to get a very clear sense of how an applicant will handle a situation foryou if you hired that applicant based on his response to this question.You will want to avoid askingquestions like “Have you ever worked with difficult customers before?” This islikely to generate a very limited “Yes” or “No” response.Now the next time that you arepreparing for an interview, incorporate the behavioral interview style ofquestioning. I think you will find that you will be much more comfortable withyour hiring decisions moving forward because you will have a better sense ofhow well your applicant understands your job and you will have a better senseof their overall skills and experience.I wish you luck in your hiringefforts.