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Behavior-Based Interviewing – Hiring the Right Way

April 25, 2013

Behavior-Based Interviewing

Evidence suggests that one of the best approaches to hiring customer service personnel is through behavior based interviewing.  If your goal is to select and retain the right employees–high performing professionals with the attitudes you need–it is critical to obtain accurate information about a person’s potential match to your organization. 

The use of “behavior based questions” will garner that insight into a candidate’s competencies and culture fit.  Remember that, while many skills can be learned, attitudes are much more difficult to change—especially if they don’t fit your organization’s culture and standards.  Focus questions on behaviors, attitudes, knowledge and skills required for the job. Past behavior will help indicate future performance. 

Behavioral interviewing is said to be 55% predictive of future on-the-job behavior, while traditional interviewing techniques are only 10% predictive.

Behavior based questions” are open-ended questions, which focus on how a candidate actually performed in the past, rather than how they think or feel they would do.  Examples of such questions are:

  • “What steps do you follow when…”
  • “Describe how you…
  • “Tell me about a time when you…”
  • “Give me an example of a situation where you…”
  • “Describe a situation in which you were able to use persuasion to successfully convince someone to see things your way.”

There are hallmarks of weaker and stronger candidates to look for.  We teach this approach in our Management Foundations and Coaching Service Excellence programs.

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