1. A guide
to recruitment and selection
Cristina Coman August, 2

2. Phone calls
 Once your phone screens are completed you are ready to interview your top candidates. Call each
candidate to schedule a time for them to come into your office and have a face to face interview. It would
be best to set aside a block of time to interview candidates so that you can easily compare them. If you
will be having multiple people interview candidates, choose current employees and/or managers who are
strong performers and are clear on the criteria you are looking for.
 Create an interview template with questions for each interviewer to ask and have and debrief with each
interviewer after their interview is complete to get their feedback on the candidate. The first interviewer
should start by providing a brief history of the company. All interviewers should ask open ended questions
that can be clarified and should ask probing questions to clarify any concerns. Sometimes it is helpful to
use situational questions in order to find out how the candidate would handle themselves in certain work
circumstances.
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3. A few good questions to ask are:
 What interests you about this job?
 Tell me about a time when you demonstrated your trustworthiness or integrity in school or at work?
 Tell me about a time when you were working hard to complete a task and you were asked to leave that
task before completing it and start a different job?
 Tell me about a time when you had to go above and beyond the call of duty to get a job done?
 Give me an example of a time when you had set a goal for yourself and tell me how you went about
accomplishing it?
 Give me a specific occasion on which you followed a policy with which you did not agree?
 Give me an example of a time when you were able to successfully communicate with another person even
when that individual may not have personally liked you (or vice versa)?
 Tell me about a time when you improved a task or job you were working on?
 In what kind of a work environment do you do your best work?
 It is important that all questions are applicable to the job and to the company.
 Be aware that any questions regarding the candidates; age, race, ethnicity, color, gender, sex,
country of national origin or birth place, religion, disability, marital or family status or pregnancy
are illegal and violate the candidates rights.
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4. Scheduling Interviews
 Know what you are going to say before you make the call. Be prepared for different responses and plan your
answers. Write out some sample scripts and practice them with a friend.
 Schedule calls for a certain time of day.
 Set a daily and weekly goal for the number of calls to make.
 Take a break after several calls. You are doing something difficult!
 Be prepared to take notes. Have a pen and paper handy.
 Keep a copy of your resume by the phone when you make your calls. It will help you think of your skills and
positive attributes.
 Be courteous and sensitive to the person on the other end. Introduce yourself and speak in a pleasant,
understandable manner. If the person you are talking with sounds rushed, ask if there is a time you can call back
that is more convenient. Then be sure to follow up on the call.
 Sound confident and professional. Use language that demonstrates your enthusiasm and abilities.
 Keep background noise to a minimum. Radios, televisions, barking dogs and crying children are distracting to the
person you are speaking to and yourself.
 Practice before you make your calls. This may sound silly, but keep a mirror in front of you when you talk on the
phone. You will pay more attention to your image, smile more and this will carry into your voice.
 Start your calling with the company/employer you are least interested in. Your telephone techniques will get better
with practice, so polish your skills before you call your best employment prospects. Modify your technique if you
are not getting the results you expect. Keep trying!
 Leave a professional, friendly message on your answering machine. Expect that employers will be calling you!
 Be prepared for "no’s" and don’t take them personally. You will meet them along the way in your job search —
your objective is to turn a "no" into a "yes."
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5. Sample Telephone Screening Script
 Hi, my name is …..
 I am returning your call about the ad I posted for a personal assistant.
Before we decide when to schedule an interview, there are some questions I need to ask you.
 Write your questions here:
 1.
 2.
 3.
 Tip: Check again with the applicant to see if the tasks you need done are
tasks they will do. If the applicant says this is not the job they were looking
for, thank them and hang up. If not, ask them to tell you about themselves.
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6. Telephone Etiquette
 Presenting a professional image, both in person and on the telephone, is very important in the Office Skills
profession. Taking care of your customers over the telephone and making them feel well informed and
appreciated is essential. Whether you are the front office receptionist or an executive secretary, the following
phone tips should always be followed:
 1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear
you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a
cheerful, professional voice is very important.
 2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid
doing so on the telephone.
 3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.
 4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear
words.
 5. Address the Caller Properly by his or her title. (i.e. Good morning Mr. X, Good afternoon Ms. Y). Never address
an unfamiliar caller by his or her first name.
 6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very
important to listen to what the caller has to say. It is always a good habit to repeat the information back to the
client when you are taking a message. Verify that you have heard and transcribed the message accurately.
 7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the
appropriate resource. Never snap back or act rude to the caller.
 8. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always
ask the caller politely if you may put them on hold. Remember that the caller could have already waited several
minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on
hold for more than a few seconds or they may become upset and hang up.
 9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while
you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as
you are finished.
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7. Making Calls
1. Always identify yourself properly. When calling a client or customer, whether in person or when leaving a
message, always identify yourself properly by providing your name, company name and contact telephone
number. For example, "Good afternoon Mr. X, this is Ms. Y from _________. My telephone number is 408-
555-1212." Always be aware of confidential information when leaving messages. Also, be aware of people
around you while talking on the phone. Be discreet! Someone next to you might overhear confidential
information that could negatively affect your business.
2. Avoid leaving long winded messages. Remember, someone has to listen to your message, write it down
and then act upon it. Your message may be just one of many messages that need to be handled. It is often
a good habit to write down or type out your message in advance. Keep it brief and to the point.
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8. The Selection process is the most unscientific procedure in the world because
you are dealing with the most unpredictable thing - Human Nature.
The number one rule every human resources person should keep in mind is
SELECT – NEVER SETTLE.
( CHARLES FURNISS- Vice-President of Human Resources for CALCOMP, a
division of LOCKHEED)
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9. Introduction to recruiter’s guide
The recruitment and selection process remains one of the most critical aspects of management.
It is through this procedure that we choose people to join our organization or our client` organization
and in so doing influence not only the performance of but also its culture.
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10. Overview of the recruitment and selection process
Recruitment
Preparing the job specification
This is the most critical step of the process since everything flows from here – the better you define
what you are looking for, the easier each step of the hiring process will be.
Preparing the ad based on the job description
Sources of applicants
Selection
Preparing for the interview – job description and job analysis
Resume reviews- against criteria established for the position
Employment interview guide
The evaluation process
Hiring
Reference checking
Making the offer
Employment file
Orienting the new employee
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11. The hiring manager` s check list
INITIATING – before recruitment process
identifies staffing need within approved budget
if it is a new position, complete a job description
establish with HR recruiter the process, timing and expectations
interviews candidates
agrees with HR Manager and General Manager ( if the case) on the hiring decision
PREPARATION- after taking the hiring decision
orders furniture, office equipment and supplies
orders PC hardware and software
orders business cards
plans and organize job training
ORIENTATION
introduces the new employee to the department team and any other department he or she may
need to know. Provides information on performance expectations, responsibilities, department
processes, assigns someone in the department to be the new employee` s fellow for the first
months; at the end of the first day asks the new employee if he or she has questions, concerns or
comments.
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12. Opening the interview
Be a gracious, friendly, natural host
Demonstrate interest in the candidate` s physical comfort = chair, light, seating arrangements
Put candidate at ease by making small talk
Explain format/structure of process
it will be a two way street; you want to find out about the candidate
the candidate will want to find out about the job and company
advise that you will be taking notes
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13. Conducting the interview
Your primary responsibility as interviewer is to collect information about a candidate` s:
knowledge, motivations and behaviors
•Ask comprehensive /open-ended questions to maintain a good talk
•Start the questions in each are broadly and get more specific
•Except where you are looking for a specific answer, avoid questions that begin with: did, would, should,
are, and, will
•Follow the pattern but also be reasonably flexible such that the interview does not become mechanical
•Use verbal (summing up, paraphrasing, introducing new subject) and non –verbal cues (closing file,
pushing back chair) to control talkative applicants
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14. Methods of interviewing
One-to-one interview - a typical employment interview; the applicant meets one-to-one with
interviewer. The environment this method provides may allow an effective exchange of information to
take place
Group interview – several applicants interact in the presence of one or more company
representatives. This approach, while not mutually exclusive of other interview types, may provide
useful insights into the candidate` s interpersonal competence as they engage in a group discussion
Board interview – several of the company representatives interview a candidate in one or more
session. The potential hire` s peers, subordinates and supervisors interview the prospective employee.
The payback is substantial and results in a higher degree of acceptance of a candidate and higher
degree of retention. It also gives the candidate a chance to learn more about the company form a
variety of perspectives. the results of this type of interview is a stronger, more cohesive team that
shares the company` s culture and helps assure organizational` fit
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15. Developing a behavior-based interview includes the
next steps performed by the hiring managers:
• analyze the job to determine the knowledge, skills, abilities and behaviors important for the job
success
• determine which behavioral questions to ask about the particular job to elicit the desired behaviors
• develop a structured format tailored for each job
• rating suitability of each candidate a scale from 1(the worst) to 5 (the best) – the same individuals who
develop the interview questions can determine the appropriate responses for each level of the scale:
5- excellent (responses that reflect probable success)
4 good (consistently meets the job requirements, no deficiencies in critical areas)
3 marginal (probable difficulty in performing the tasks)
1 poor (probable failure)
• Questions asked in behavior description interviewing are job related. Equally important, since both
questions and answers are related to successful job performance, they are more accurate in predicting
whether applicants will be successful in the job they are hired to perform.
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16. Types of interviews used depending of the job
requirements:
•structured interviews, behavioral based - the interviewer uses a specific set of questions, job related.
The applicant is asked to relate actual situations from their past relevant to the job, describing how they
performed in the specific situation
•panel-interviews - the candidate faces more interviewers, which randomly ask questions
•problem-solving interviews – the candidate is asked to solve a certain problem that might occur in
his/her activity
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17. Motivational fit
One of the biggest causes of job dissatisfaction and turnover is a lack of fit.
That is, people might be able to do the job, but they do not enjoy it. The dimension Motivational Fit is the
extent to which job activities and responsibilities, the organization` s mode of operation and values, and the
community in which the individual will live and work are consistent with the type of environment that provides
personal satisfaction, the degree to which the work itself is personally satisfying.
In selection it` s important to assess a candidate` s Motivational Fit as it is his or her skills and abilities
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18. Closing the interview
Ask the candidate if they require any more information about the job or the company
Ask the candidate if there is anything more about them that they wish to tell you
Summarize process, provide information as to next step and time frame
Do not forget to sell the opportunities offered by the job opening and company values !
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19. Data and STARs
Types of information
There are three types of candidate information available to interviewers:
Work/ educational history/certification /skills
The candidate` s broad, general background – the facts on the resume
Where a candidate went to school
Number of years of service with a company
Number of job changes
Licenses and certifications
Ability to use specific computers software
Familiarity with industry procedures
Ability to operate specialized equipment
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20. Specific experiences – specific things the candidate has done in his or her jobs or other relevant history.
The time the candidate led a quality improvement tem
A major sale the candidate closed
The time the candidate resolved a complaint from an important customer
Interests/desires – what the candidate is looking for in a job, organization and location
Information about a candidate` s likes and dislikes is a good starting point for determining his or her
motivations to do a job.
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21. Critical job requirements
Jobs can be divided into two sets of skills: technical and behavioral
Technical skills indicate what a candidate can do.
Behavioral skills indicate what a candidate will do or how they perform while executing their
technical skills. No matter how technically qualified an applicant, the job cannot be completed
successfully unless the appropriate behaviors are applied too.
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22. Technical skills:
The knowledge, skills or abilities necessary to complete specific tasks in the job.
Examples: word processing, accounting methods, financial or mathematical skills, programming
Behavioral skills:
The ability to apply necessary knowledge and skills to successfully accomplish the job.
Examples: creativity, flexibility, initiative, drive, detail orientation, work ethic.
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23. Collecting STARs
To guide you through the process of collecting behavioral examples – use the technique called STAR.
To be a good predictor of future behavior, an example of past behavior must contain:
The Situation or Task the candidate faced
The Action the candidate took
The Result of the candidate `s actions
STAR is the acronym for the components required for a complete behavioral example and helps
interviewers collect and evaluate job-specific data.
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24. Quick and easy reference tips:
Review competencies and key behavior and determine appropriate weights
Develop performance-based questions:
•Effective performance based questions; are open-ended
•Prompt the applicant to discuss specific experiences
•Produce performance-based examples
•Are straightforward and ask for specific descriptions of behavior
•Use phrases such as: describe some situations…. Give me some examples of…..what were some
occasions….”
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25. To get complete STARs
Situation
Describe the situation
Why did you….
What were the circumstances….
Task
Exactly what were your responsibilities at that particular time?
Action
Exactly what did you do?
Describe specifically how you did that
Walk me through the steps you took
Results
What was the result?
What was the impacts of your actions?
What feedback did you receive?
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26. Follow up questions to obtain additional STARs
How about another example of…
Compare this situation to one in which you…….
Can you describe another time when you….
Follow up questions to turn false STARs into true STARs
Can you give me a specific example of when this recently happened
Describe one particular time when….
Walk me through the process step-by-step, explaining what your role was
Exactly what part did you play?
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27. Data Evaluation Tips
Identify complete STARs throughout the interview
Categorize STARs under the appropriate dimensions
Identify each STARs as effective (+) or ineffective (-)
Weigh the significance of each STAR by considering this:
SIMILARITY – how closely does the situation relate to the target job
IMPACT – how important was the situation/result
RECENCY – when did the behavior occur
While evaluation STARs and considering the appropriate ratings, remember to consider:
IMPORTANCE
RECENCY
RELEVANCE
CONSISTENCY
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28. Common errors in the evaluation process
First impression – in this instance the person is evaluated during the first four minutes of the interview. Thus, the
evaluation is based upon first impression data (smile, eye, contact, handshake). This first impression is weighted
too heavily and carries into the entire interview.
Contrast effect – this is a problem of comparing two or more people. If an interviewer sees a very weak person
first, the second candidate the interviewer sees, who is average, will be rated higher than average due to the
contracts between candidate one and candidate two.
Compatibility – this is the tendency to rate people whom we find pleasing of manner and personality higher than
they deserve. This who agree with us, or have pleasant verbal and nonverbal skills, get better ratings than justified.
Blind spot effect – occasionally, an interviewer may not see certain types of deficits because they are just like their
own. For example, the interviewer who “thinks big” may not appreciate a “detail- oriented” person.
Halo effect –if a person is very strong on one dimension, they may be viewed as being strong on all dimensions of
evaluation. Here the interviewer does not show variability between evaluation criteria in assessing the candidate.
The dramatic incident effect – the interviewer places too much emphasis on one specific behavioral area. One
specific problem, may in the eyes of the interviewer wipe out years of good work
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29. KEEP IN MIND THE BIG FIVE
the five personality dimensions are represented by:
•Consciousness
•Extraversion
•Open to new experiences
•Adaptability
•Emotional stability
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