Interview Guide B

Interviewer B
TARGETED
SELECTION ®
INTERVIEW GUIDE
Position
Candidate
Interviewer
Date
Estimated Length: ___________________ minutes
© Development Dimensions International, Inc., MMIX. Permission is granted to photocopy this page for internal use only.
INTERVIEW PREPARATION
1. Review candidate materials.
2. If assigned, prepare to conduct the Key Background Review to seek relevant information about
the candidate’s educational background, work history, knowledge, experiences, and motivations.
3. Prepare the Planned Behavioral Questions section:
 Review the definitions and key actions.
 If necessary, modify questions to better fit the candidate’s knowledge and experience as well
as the position.
 Determine the order in which you’ll ask the questions for each target.
 Develop additional questions if necessary.
Note: Your goal is to collect three complete STARs for each target.
4. Estimate the time needed to cover each section of the interview guide.
 To help stay on track during the interview, record start times at the top of each page in the guide.
INTERVIEW OPENING
1. Greet the candidate, stating your name and position.
2. Explain the interview’s purpose: To make sure you and the candidate get the information needed
to make good decisions.
3. Describe the interview plan, explaining that you will:
 Briefly review the candidate’s education and work history (if assigned).
 Ask questions to get specific information about the candidate’s jobs, experiences, and knowledge.
 Provide information and answer the candidate’s questions about the organization and the position.
4. Explain that you will take notes throughout the interview.
5. Make the transition to the first section.
KEY BACKGROUND REVIEW
EDUCATIONAL BACKGROUND (Do not seek information provided on resume.)
Graduate School Years Degree/Major GPA out of
College Years Degree/Major GPA out of
Technical School Years Degree/Major GPA out of
High School Years Degree/Major GPA out of
1. What other education or training have you had?
2. How did your education/training prepare you for a job such as this?
3. Which classes did you enjoy the most? Why?
4. Which classes did you enjoy the least? Why?
Notes:
WORK HISTORY
Dates of
Job employment
1. Why do/did you want to leave this job?
2. Describe your duties and responsibilities in your job.
3. What do/did you like most/least about your job?
4. (If applicable) Why did you take a break from the workforce?
Notes:
Dates of
Job employment
1. Why did you leave this job?
2. Describe your duties and responsibilities in your job.
3. What did you like most/least about your job?
4. (If applicable) Why did you take a break from the workforce?
Notes:
PLANNED BEHAVIORAL QUESTIONS
Addressing Customer Needs Key Actions RATING
 Handles non-routine customer
transaction requests by following
defined procedures, seeking
assistance where needed
 Executes transactions - account
activation and others - correctly,
meeting overall service norms
1. Tell me about a time when you had to handle a non-routine requirement for a customer? What
did you do to manage the situation?
2. Occasionally, we wish we could change how we managed an interaction with a customer. Tell
me about a recent customer interaction that you wish you had managed differently.
3. Tell me about a time when your team was understaffed and you were faced with many service
requests from customers. What did you do to handle the customer needs?
Situation/Task Action Result
FOLLOW-UP QUESTIONS TO BUILD COMPLETE STARS

For Situation/Task: For Action: For Result:
Describe a situation when . . . Exactly what did you do? What was the result?
Why did you . . .? Describe specifically how you did that. How did it work out?
What were the circumstances What did you do first? Second? What happened as a result?
surrounding . . . ? Describe your specific role. What feedback have you gotten?
What were you reacting to? Walk me through the steps you took.
FOLLOW-UP QUESTIONS FOR MOTIVATIONAL FIT

How satisfied/dissatisfied were you? How did you feel? What did you like/dislike?
Addressing Customer Key Actions RATING
Complaints  Handles customer complaints, meeting
norms - ensures closure of complaint for
customer
 Ensures Branch orientation to handle
complaints effectively
1. What have you done to help orient your team members about managing customer complaints?
2. Others might not always agree with the way you've handled a customer complaint. Tell me about
a time when this happened to you. What did you do? What alternative approaches were
suggested?
3. Describe a time when you effectively handled a customer complaint. What steps did you take?


®
Targeted Selection Interview Guide
Managing Infrastructure Key Actions RATING

and Security  Ensures Branches focus on adhering to
procedures to minimise security risks
 Ensures Branches maintain physical
facilities at high standards
1. Give me an example of a infrastructure/safety procedure that was part of your job at

__________. How did it affect the work you did? Give me a specific example.
2. Describe how you've scheduled/ managed security or maintenance related activities at workplace
so they wouldn’t interfere with your ability to complete your work.
3. At times, we have all taken shortcuts to get a job done. Give me an example when it was
necessary for you to shortcut a security practice to get a job done.


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Assessing Relationship Key Actions RATING

Health  Looks at diverse data to sense customer
engagement levels with KMBL across segments,
by Branch
 Ensures Branches are tracking the quality of
customer relationships across segments
 Interacts with customers to gauge relationship
health – across segments, prioritizing high value
customers
1. What have you done to understand customer data from diverse sources at your organization.
Give a recent example when you used this data?
2. When relationship with any customer has got difficult, what have you done to understand the
situation? Give me an example
3. What relationship management activities have you found to be most beneficial for you to gauge
the health of the relationship? Give me an example of what you have done to maintain your
effectiveness.


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Maintaining and Growing Key Actions RATING

Relationship  Ensures focus in Branches on preventing
customer attrition
 Involves self in building engagement of
high value customers
1. Describe a time when it was particularly important to establish a good relationship with a
customer. What did you do?
2. Some customer relationships require extra effort to build. Tell me about a time when you wish
you had done more to make a relationship grow.
3. Work groups have to put in a lot of effort to ensure that customers don’t leave you. Tell me about
an initiative you or your work group has taken to reduce attrition of your customers. What role
did you play?


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Creating Demand for Key Actions RATING

Products  Ensures Branch focus on increasing
product penetration
 Ensures products are sold to target
customers
1. When there are many products to sell its difficult to know a lot about only one product. What
steps do you take to increase any specific product’s sale at your branch?
2. Sometimes, customers' questions or comments make it clear that their thoughts and feelings
aren't in line with what you expected. Tell me about a time when this happened to you and what
you did about it.
3. Tell me about a time when your organization's standard or products didn't fit a customer's needs.
What did you do?


9
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INTERVIEW CLOSE
 Ask any additional questions you believe will help you clarify and complete your notes.
 Provide assigned information about the position, organization, or location, and ask if the candidate has any questions.
 Ask the candidate what might prevent him or her from accepting an offer if one was made.
 End by explaining the next steps in the selection process and thanking the candidate for a productive interview.
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POST-INTERVIEW DATA EVALUATION

1. Evaluate the data relative to each target.
 Review each STAR to determine if it is complete and in the right target.
 Determine whether each STAR is effective or ineffective.
 Weigh each STAR by considering similarity, impact, and recency.
 Rate the overall target.
NUMERICAL RATINGS
5 Much More Than Acceptable (Significantly exceeds criteria for successful job performance/motivational fit)
4 More Than Acceptable (Exceeds criteria for successful job performance/motivational fit)
3 Acceptable (Meets criteria for successful job performance/motivational fit)
2 Less Than Acceptable (Generally does not meet criteria for successful job performance/motivational fit)
1 Much Less Than Acceptable (Significantly below criteria for successful job performance/motivational fit)
CLARIFYING RATINGS
N No opportunity to observe or make an assessment
I Incomplete data—need more information
5H Too high—so strong in one aspect of a target as to cause weakness in another or overall
2. Evaluate observable targets.

 Review your notes and communication observations.
 Rate the key actions for Communication (below) by placing a check mark in the appropriate box for each key
action to note whether the candidate’s communication was positive/effective (+), neutral (0), or
negative/ineffective (–).
 Note your rating for Communication in the box.
COMMUNICATION—Clearly conveying information and ideas through a variety of media to individuals or

groups in a manner that engages the audience and helps them understand and retain the
message.
+ 0 – Key Actions RATING
Organizes the communication
Maintains audience attention
Adjusts to the audience
Ensures understanding
Adheres to accepted conventions
Comprehends communication from others
3. Prepare for data integration.

 Transfer your ratings to the Rating Grid. Include your comments so you can refer to them during data
integration.
Coverage Grid for Position
Reference/
Interviewer Interviewer Interviewer Background
Targets Test A B C Simulation Check
11
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12
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Candidate Interviewer
Position Date
Instructions: Complete this Rating Grid after you’ve interviewed the candidate and evaluated the candidate
data.
Rating Grid
Assigned Targets Rating Comments
13

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Interviewer B

Estimated Length: ___________________ minutes

FOLLOW-UP QUESTIONS TO BUILD COMPLETE STARS

FOLLOW-UP QUESTIONS FOR MOTIVATIONAL FIT

Situation/Task Action Result

FOLLOW-UP QUESTIONS TO BUILD COMPLETE STARS

FOLLOW-UP QUESTIONS FOR MOTIVATIONAL FIT

Managing Infrastructure Key Actions RATING

1. Give me an example of a infrastructure/safety procedure that was part of your job at

FOLLOW-UP QUESTIONS TO BUILD COMPLETE STARS

FOLLOW-UP QUESTIONS FOR MOTIVATIONAL FIT

Assessing Relationship Key Actions RATING

FOLLOW-UP QUESTIONS TO BUILD COMPLETE STARS

FOLLOW-UP QUESTIONS FOR MOTIVATIONAL FIT

Maintaining and Growing Key Actions RATING

FOLLOW-UP QUESTIONS TO BUILD COMPLETE STARS

FOLLOW-UP QUESTIONS FOR MOTIVATIONAL FIT

Creating Demand for Key Actions RATING

FOLLOW-UP QUESTIONS TO BUILD COMPLETE STARS

FOLLOW-UP QUESTIONS FOR MOTIVATIONAL FIT

POST-INTERVIEW DATA EVALUATION

2. Evaluate observable targets.

COMMUNICATION—Clearly conveying information and ideas through a variety of media to individuals or

3. Prepare for data integration.

Coverage Grid for Position

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