Measures of Central Tendency: Mean, Median and Mode
Cma Food & Bev Qld 2010 Paul Lyons
1. Service Wake Up Call! How to create a Food & Beverage Team that rocks! Food & Beverage Alive in Queensland 2010 Paul Lyons - Effective Training 2010
8. 03/24/10 Job replica / Work simulations Interviewing is not the only way In tray exercise Analysis exercise Psychometric testing Cognitive ability tests Assessment Centres Other tools in Recruitment & Selection
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13. 03/24/10 “ I am highly motivated and really care about the standard of my work. I always ensure that the customer comes first. I am very customer focused.”
14. 03/24/10 “ I remember one customer incident where the customer was given the wrong tickets to a show. He was most distressed as he was celebrating a wedding anniversary.” Situation
15. 03/24/10 “ I waited until he had finished speaking, then calmed him down and told him that I would do everything to ensure that he got the right tickets for the show. I provided he and his wife with complimentary drinks while I sorted out the confusion . I was also just finishing my shift so I decided to take him personally to the show and asked the staff to look after him.” Behaviour Behaviour
16. 03/24/10 “ He was so grateful I took the time to help him. I received positive feedback from the customer and an award for my service” Outcome
17. 03/24/10 Are broad and basically unstructured They indicate a topic and allow the interviewee considerable freedom to structure the answer as they see fit Generally begin with How, What, Where, When & Why Open Questions
18. 03/24/10 Closed Questions Are direct Ask for factual data rather than opinion Generally begin with Do you, Did you, Have you Closed Questions
19. 03/24/10 Probing Questions Are follow up questions to stimulate discussion to obtain further information Are mainly open-ended questions Examples of probing questions are: How did you do that What process did you take What was the outcome Probing Questions
20. 03/24/10 Good Questions Start with: Tell us about a time when….? Have you ever experienced...? What was it like? Everybody faces (eg) time pressures, describe an event that challenged your time management. What did you do? Can you describe to me….? Can you recall and explain…? Are you able to….? The reason I’m asking is…. How did you….? Its relevant because…. Opening Phrases
21. 03/24/10 Appropriate Questions Only focus on legal, job-related issues Help the applicant understand the reasoning behind any questions that might be sensitive. Only focus on the “inherent requirements of the position”. What types of questions?
22. 03/24/10 EEO- How is it relevant? Equal Employment Opportunity (EEO) means that all employment and promotion decisions are made on the basis of merit. Deciding on the basis of merit means assessing people’s skills and abilities, and not discriminating against anyone because of a personal characteristic which is irrelevant to the job. EEO
23. 03/24/10 EEO ensures that: That everyone is treated equitably and fairly regardless of their: Gender Age Disability Race (colour, nationality, religion) Sexual preference Marital status Transgender Pregnancy Carers responsibilities HIV/AIDS Political belief / activity Physical features Why EEO?
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