From: Subject: Date: Sun, 29 Jul 2001 16:03:13 -0600 MIME-Version: 1.0 Content-Type: multipart/related; boundary="----=_NextPart_000_0000_01C11847.F872C3E0"; type="text/html" X-MimeOLE: Produced By Microsoft MimeOLE V5.50.4522.1200 This is a multi-part message in MIME format. ------=_NextPart_000_0000_01C11847.F872C3E0 Content-Type: text/html; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable Content-Location: http://www.bigby.com/samplereports/select/HP_Desk_Int.htm
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<= BR>

SELECT for Help Desk Agents=20
Copyright =A9 1995, 1997, 1999, Bigby, = Havis &=20 Associates, Inc. All rights reserved.
=

Survey Results for:

  

Susanne Example

ID:
   123-45-6789
Test Date:
   6/8/00 10:51:06 AM
Organization:
   Software Company, Inc
Region:
   South
Area:
   Texas


 

 
=20    

This Report Is Confidential

   
  • Lock it up=20
  • Don't leave it out=20
  • Don't show it to the candidate
 
   

Use This Report To Make Good Decisions

   
  • Retest or avoid candidates with Invalid results=20
  • Avoid candidates with Avoid scores=20
  • Use interview probes and other report information to = evaluate Okay=20 and Good candidates=20
  • Combine information from all sources (survey, interview, = references,=20 etc.) to make a final decision
=20
 

Results
=20




 

 
 

Random Response:

A check for random responding. If = Invalid, the=20 candidate could not or did not read the test well enough to avoid=20 responding randomly, and these results should not be used. 		=
Random Response:
Valid
Invalid
X



 

Integrity Index:

A measure of the candidate's attitudes = about=20 personal integrity and work ethic.

Score:
6
Avoid
Okay
Good
X
0-3
4-6
7-8

=20
 

Performance Index:

A measure of the traits associated with = successful performance in this job. 		=
Score:
36
Avoid
Okay
Good
Better
X
0-33
34-39
40-46
47-57


 

  =

Details
=20

Performance Sub-scale Analysis:



The table presents = the=20 candidate's scores for each sub-scale of the Performance=20 Index.

Flagged areas should be probed in the interview. =
=
Subscale
Okay
Flag*
Energy
(activity level; action = orientation)
X
Problem Solving
(enjoy solving problems and finding=20 solutions)
X
Multi-Tasking
(juggle many tasks)
X
Accountability
(accept personal responsibility for=20 performance)
X
Assertiveness
(enjoy asserting influence over = others)
X
Collaboration
(team-oriented, enjoy working with = others to find=20 solutions)
X
Frustration Tolerance
(remain emotionally positive in spite of = frustration)
X
Criticism Tolerance
(accept criticism = constructively)
X
Acceptance of Diversity
(tolerance of others different from = self)
X
*If flagged, see interview probe = suggestion(s) in=20 later section.

Job Task Responses:

How willing are you to . . .
Would do it
and enjoy it
Would do it
Would do it, but
not like = it
Would not want
to do it
Would not
do it
Work weekdays?
X
Work evenings or nights?
X
Work weekends?
X
Work holidays?
X
Work overtime?
X
Commit to being on time, every = time?
X
Serve or assist customers?
X
Work cooperatively with = others?
X
Handle demanding people?
X
Handle rude customers?
X
Listen to customers using headphones = or an=20 earjack?
X
Closely follow a telephone = script?
X
Meet daily performance = goals?
X
Have your customer calls = monitored?
X
Work with computers?
X
Sit for long periods of = time?
X
The table above reports the candidate's stated = willingness to do tasks commonly required in jobs similar to = this=20 one. Indications of reluctance should be probed during the=20 interview.


= = = = = = = = = =

=20
Interview
=20


 

Preparation:

  • Review the application form=20
  • Review the SELECT test results

STEP 1: Open the Interview

Hello, my name is ____________ = and I=92m=20 the _____________ (your position). We=92re glad that you are = interested in=20 this position. The purpose of this interview is to learn more = about you=20 and your work experiences. I will be asking you some questions = about your=20 previous experience, how you approach certain things, etc. You = will=20 probably see me jotting down some notes -- that's to help me = remember=20 better what you said after the interview is over. There are no = correct or=20 incorrect answers, what we want is to learn more about you. At the = end,=20 I=92ll leave some time to answer any questions you might have. If = you are=20 ready, we can begin.
=

STEP 2: Review the Application and Investigate Potential = Problem=20 Areas

___All blanks completed?   ___Employment gaps?
___Application signed?   ___Extremely high or low = earnings?
___Several jobs in the last 2 = years?   ___Earnings show = progress?
___Vague reasons for leaving = job(s)?   ___Can complete all essential=20 functions?

Example Questions:
I see that you were unemployed = from=20 _____to _____. Please tell me about this period of unemployment. =

I=20 see that you left your previous employer for personal reasons. = Would you=20 explain further?

I noticed that you have changed jobs = frequently=20 in the recent past. Why?

=

STEP 3: Review SELECT Flags and Begin In-depth = Questions

While=20 asking the following interview questions, be sure to listen and = probe in=20 the following areas highlighted by SELECT:

  • Low Problem Solving=20
  • Low Assertiveness


 

 1.=20 Tell me about your responsibilities in your previous (or current) = job.=20 Which did you like most and why? Also, which did you like the = least and=20 why? (Listen for relevant work experience, likes and dislikes = that may=20 or may not fit this job.)


 

 

 

 2. = Why=20 are you considering leaving or why did you leave your current/last = job?=20 (Listen for reliability, job fit.)


 

 

 

 3. = What=20 attracts you to this job with our company? (Listen for a desire = to work=20 and a desire to serve others as well as an interest in your = organization.)=20


 

 

 

 4. = Have=20 you ever worked or volunteered in a position where you primarily = assisted=20 people over telephone? How did you like it? How successful were = you?=20 (Probe for willingness to serve the needs of others.) =


 

 

 

 5. = How=20 would you describe yourself as an employee? What are your = strengths? What=20 things do you think you might need to improve? (Listen for work = ethic,=20 willingness to serve others.)


 

 

 

 6. = What=20 type of people do you like best? And least? Why? (Listen for = openness=20 and a lack of prejudice.)


 

 

 

 7. = What=20 type of supervisor do you like best? Why? (Listen for a = willingness to=20 be supervised.)


 

 

 

 8.=20 Think of a company that you feel provides good customer service. = What is=20 it about this company that makes you think of them? (Listen for = service=20 knowledge, values.)


 

 

 

 9. = Tell=20 me about a time when someone failed to provide good service to = you. Give=20 me examples of what the person did poorly. How could he/she have = improved?=20 (Listen for service knowledge, values.)


 

 

 

 10.=20 Sooner or later, we all have to work with a customer who is = unreasonable.=20 What types of behavior would you find most frustrating? How would = you=20 respond under such a circumstance? (Listen for openness, tact = and=20 ability to handle difficult people.)


 

 

 

 11.=20 From your understanding of the job, what aspects of the job will = you like=20 the most? What are some things you might dislike? (Listen for = job=20 knowledge and job fit responses.)=20

 

 

 

 
If you are still concerned about the Performance Flag = areas, here=20 are some additional questions to ask:
Low Problem=20 Solving: Tell me about a time when you were unable to = solve a=20 customer's problem. What did you tell the customer? What did you = do to try=20 to resolve the problem? Tell me, step by step, the process you = take when=20 trying to solve a problem. What kinds of problems are you good at = solving?=20 Which kinds of problems are more difficult? What do you do when = you cannot=20 find a solution? (Listen for his/her enjoyment of problem solving; = does=20 he/she see them as challenges or as=20 frustrations?) 

 

 

Low=20 Assertiveness: In previous sales jobs, how did you = overcome=20 customer objections to influence them to buy your product? Please = give=20 several specific examples. If you have not had a sales job in the = past,=20 please describe other situations in which you persuaded people to = do what=20 you wanted them to do. (Listen for how well he/she is able to = control the=20 conversation with a customer. Also, observe his/her ability to be=20 persuasive with you during the=20 = interview.) 

 

 

=20

STEP 4: Conclude the Interview

Those are all the questions = that I=20 have for you. I appreciate the time that you have given to me. Is = there=20 anything that you would like to ask me? =

 

 =20
=20

STEP 5: Make the Hiring Decision


  • Resist the temptation to hire someone just because you need = to fill=20 the job. You are likely to pay for a hiring mistake both in = money and=20 time.

  • Focus on how well the candidate fits the demands of the job, = not how=20 much you like the candidate=92s personality or how much you have = in common=20 with the candidate.

  • The selection process is designed as an aid to the = well-reasoned=20 judgment of a hiring manager, not a replacement for this = judgment. In=20 the end, every hiring decision is a judgment call. Use the tools = provided in this process to inform your decision, not make it = for you.=20


=20
Use the following checklist to guide your decision. = Please=20 indicate your recommendation and write your comments in the=20 appropriate Recommendation box. In addition, write your = initials in=20 the Initials column.

Actions

Recommendation

Initials

Review Application
Not Acceptable
Some Reservations
Consider Further
Prescreen (Optional)
Not Acceptable
Some Reservations
Consider Further
Test Candidate & Review the = SELECT=20 Report
Not Acceptable
Some Reservations
Consider Further
Behavioral Interview
Not Acceptable
Some Reservations
Acceptable
Reference Checks = (Optional)
Not Acceptable
Some Reservations
Acceptable
Background Check = (Optional)
Not Acceptable
Some Reservations
Acceptable
Decide
Do Not Make Offer
Eligible At Later Date
Make Offer
Drug/Medical Screen = (Optional)
Fail
Pass
=20
Copyright =A9 1995, 1997, 1999, Bigby, = Havis &=20 Associates, Inc. All rights=20 reserved.
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