Welcome

To
Program on
Selection Techniques
Fusion Business Solutions
Udaipur
23 July 2017

MANVIN CONSULTING Inc.

Please Don’t Use Mobile During Sessions

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
Introduction

Name
Job Title/ Designation
Experience as Selector
My Expectations from this Program

MANVIN CONSULTING Inc.

 Raise
Raiseyour
yourhand
hand
Be on time
when
when want tospeak
want to speak

Ask Questions
Raise doubts
Share Examples Be Present

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Objectives
To learn selection techniques for selecting the best-fit person for the
job.
To improve screening process to ensure correct filtering,
To short list candidates through group discussion (GD)
To sharpen interviewing skills.

MANVIN CONSULTING Inc.

What is At Stake?

MANVIN CONSULTING Inc.

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How to Increase Milk?

MANVIN CONSULTING Inc.

Buy More Cows

How
?
MANVIN CONSULTING Inc.
 Have More Money

MANVIN CONSULTING Inc.

Let us now think of Business

MANVIN CONSULTING Inc.

What is our Milk?

Salary and Benefits

MANVIN CONSULTING Inc.

Who Pays Our Salaries

MANVIN CONSULTING Inc.

 Customer

Why Does He Pay Us?

MANVIN CONSULTING Inc.

Because We Give Him Service That He Needs

Who Provides the Service?

Associates

MANVIN CONSULTING Inc.

If We Wish to Increase Milk for us, What Should We
Do?

MANVIN CONSULTING Inc.

Have More Associates/Centres; Expand
Capacity

MANVIN CONSULTING Inc.

Where do we get Money from

MANVIN CONSULTING Inc.

 Profits

Investor Banks

MANVIN CONSULTING Inc.

In which company you would like to invest?

MANVIN CONSULTING Inc.

 Ultimately It is the Profit Which Matters

Profit Improves from Improving and Expanding Service

For us, the Service Centre is Like COW

MANVIN CONSULTING Inc.

Refresher: Action Centered Leadership

MANVIN CONSULTING Inc.

 Leader

Achieve
Task

Build Develop
Team Individuals

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
LEADER
Achieve
Task

Build Develop
Team Individuals

The Key to Leadership is Helicoptoring

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
SELECTION TECHNIQUES

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Selection Process
Focus and Attention: Criticality of Right Selection - Video
Selection Process is Two-Way process.
An opportunity to ‘sell’ the company and the job
Recruit best fit person for the job with speed
Vicious cycle trap: Poor quality selection leads to poor quality
Selector – Process Candidates

MANVIN CONSULTING Inc.

 Selector

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Competencies Needed for an Effective Selector

Attitude: Knowledge: Skills:

Look for Best Fit and NOT Job Description Observation,
the Best Person Job Specifications Listening,
Assertive but Non- Job Competencies Asking Questions
Aggressive (OLA),
Company Information
Non-Prejudiced Reasoning and
(Halo/Stereotypes etc.), Selection Techniques
Analytical Ability
Clarity of Thoughts Search Methods
Planning Ability
Patience Job Market Scenario
Coordinating
People Like People Like
Them
It’s a Routine Job – Low
Priority
MANVIN CONSULTING Inc.
 Process

MANVIN CONSULTING Inc.

 Search and Screening:
Search: Position-Specific Methods
Resume Design - Keeping Job Specification in Mind
Online Format Standardization – Auto Screening
Data Oriented Resumes are Easy to Screen
Sample of Audit of Rejected Candidates

MANVIN CONSULTING Inc.

 Job Description (Role’s Needs) – An Example
Job Title: Associate
Key Result Areas:
Customer Retention (Specific customer)
Improving Customer Satisfaction Index (CSI)
Response Time (TOT) etc.
Add more
Key Tasks and Routine Activities with Specific Responsibilities like
Working closely with client(s) and providing contracted support
Delivering desired output as per agreed time frame
Engaging client face to face once a week
Add more
Interfaces: People with whom the person needs to deal with to carry out
duties effectively.
Senior Associate and Team Leader
MANVIN CONSULTING Inc.
 Job Specification (Company’s policy)
Academic Qualifications: Minimum/ Maximum
Experience: Minimum/ Maximum
Domain of Experience
Age: Minimum/ Maximum
Physical attributes, if any
Family Background Details
Contact Details like phone, address; present and permanent

(For freshers the resume format should be very simple with basic data)

MANVIN CONSULTING Inc.

 Competencies Required for the Job:
Attitude

Knowledge

Skills

MANVIN CONSULTING Inc.

 Competency Assessment: Methods:
Conducting Tests:
Domain Knowledge,
Computer Skills,
Writing Ability,
Comprehension,
Analytical Ability,
Logical Thinking,
General Awareness etc. 
Group discussion:
When Numbers are large and there is need to check team-competencies.
GDs can be used as screening mechanisms or add-on process
Interviews:

MANVIN CONSULTING Inc.

How to Conduct GDs:
Size of the group can be 5 to 8
Sitting arrangements should be around a table – face to face
Two to three trained assessors
Competencies normally checked in GDs: Initiative, Analytical Ability, Listening,
Speaking, Influencing, Inter-personal skills, Team collaboration, etc.
Case study/Topic based discussion: Give 5 minutes to prepare
Duration should be 15 to 20 minutes depending on group size.
No interruption or intervention from assessors
Assessment sheets must be available with assessors and candidates must be
informed about the competencies they are being assessed on.
Assessment to be made ONLY after the GD is over. However, notes must be taken
during GD.
Assessors may discuss their ratings and come to conclusion. Consensus may not
be necessary.

MANVIN CONSULTING Inc.

Some Interview Videos

MANVIN CONSULTING Inc.

 Interview
Interview: Types
One-on-One
Panel Interviews
Phases of an Interview
Welcome Phase:
Welcome
Ask some comforting questions
Don’t ask “Tell me something about yourself” kind of questions.
Keep observing candidate’s body language, and maintain warm eye contact
Main Probing Phase:
Ask questions in areas of interest
Use STAR technique
Probe Important Areas
Use Standardardized Questionnaire
Closing Phase: Ask to Ask, Close Warmly With Thanks
MANVIN CONSULTING Inc.
 STAR TECHNIQUE
S – Situations they were involved
T - Tasks they were assigned or took
A - Actions – specific actions they took to handle situation/ achieve tasks
R - Results – they achieved.

Some Sample Questions in the Workbook

MANVIN CONSULTING Inc.

Art of Asking Questions

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MANVIN CONSULTING Inc.
Inc.
 Types of Questions

OPEN CLOSE

Give Information Give Confirmation/ denial

1. OPEN NEUTRAL QUESTIONS LIKELY TO GIVE LONG UN-INFLUENCED ANSWERS E.G.

WHAT ARE YOUR ACHIEVEMENTS?
2. OPEN LEADING QUESTIONS LIKELY TO GIVE LONG INFLUENCED ANSWERS E.G. WHAT
ARE YOUR SPECIFIC ACHIEVEMENTS IN SPORTS?
3. OPEN QUESTIONS START WITH WHY, WHAT, WHEN, WHO, WHERE, AND HOW. SOME
TIMES – PLEASE TELL ME/ SHARE WITH ME ETC.
4. CLOSE QUESTIONS LIKELY TO GIVE SHORT INFLUENCED ANSWERS IN YES OR NO LIKE DO
YOU STILL PLAY COMPETITIVE CRICKET?
5. CLOSE QUESTIONS START WITH DO, DON’T, ARE, IS, CAN, HAVE ETC.

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Funnel Technique
  Potential Associate is here. How do we get maximum information from him
 
 
 
 
 
 
  1. Enthuse the person to give information
 
 
 
  2. Ask open neutral question to get unbiased
  information
 
 
 
  3. Ask open leading question to explore more deeply
 
 

4. Ask closed question to pin point precise answer

5. Summaries to gain clarity/ acceptance of the person

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Response Generators
In what way?
Can you please give me an example?
What else?
How so?
Please tell me more.
Can you say that in a different way?
Oh?
Achha?
The word that you used now has so many different
meanings. What does it mean to you?

MANVIN CONSULTING Inc.

 Asking Questions in Interview:

One question at a time

No obvious questions/ Avoid avoidable questions
Not too personal or intimate questions
Phrase question before speaking

MANVIN CONSULTING Inc.

 Common Mistakes:
Too much talking by Interviewer: 20/80 Ratio
Making judgements too early: Gut feeling
Suffering with Halo Effect/ Stereotypes
Not Taking Notes
Not maintaining eye contact
Reading resume during interview – poor preparation
Trying to be psychologists
Overtly judgemental

MANVIN CONSULTING Inc.

 Communication

What Do We Mean by ‘CommUnIcatIon’?

Note: U comes before I

Two I’s means-I have double responsibility

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Communication

The two way transfer of ideas and information, to create

understanding in the mind of others, to promote action

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
Communication Grid General

4.News Exchange 1.Social

Communication

Facts Opinion

3.Business
2.Feedback
Communication

Specific

MANVIN CONSULTING Inc.

 Some Basics of Business Communication

ABC: Accuracy, Brevity, Clarity

KISS: Keep It Short and Simple
Macro and Micro
SKP: Sthan, Kaal, Patra ( Place, Time, Person)
Need to Know Vs Nice to Know - Vital and Trivial

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MANVIN CONSULTING Inc.
Inc.
 OBSERVATION
 
Observing and Seeing: Are these same?
 
Use of Five Senses:
 
Exercise in Observation

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FILM: THE EYE OF THE BEHOLDER

MANVIN CONSULTING Inc.

 Body Language
Impression formed In 4 Minutes during first transaction
During Presentation it takes only 90 seconds
First Impressions Last Long
Reasons for first impressions:
5 % - Actual Words
70 % - Body Language
25 % - Listening Skills

MANVIN CONSULTING Inc.

  Non-Assertive Aggressive Assertive
VOICE: * Weak & Low * Critical * Appropriate
  * Timid & giggly   * Loud   * Modulates  
RATE OF SPEECH * Fast but halting * Fast * Moderate
* Hesitant * Precise * Varies to suit
    situation
 
* Maybe * You must * I think
VERBAL CLUES * I guess * You always * I feel
* I wish * Why don't you * What are our options
* Perhaps / Probably  
* Others have rights, I don't * I have rights, others don't * I have rights, so do others
BELIEFS
* Never disagrees   * I am never wrong   * Its okay to learn from my
 
mistakes  
BEHAVIOUR * Stage fright * Demands centre stage * Confident
* Hand shivering * Over confident  * Calm
 
* Hides feelings * Hostile * Joyous and open
* Inferiority * Angry * Enthusiastic
FEELINGS FELT * Depressed * Irritated * Excitement
* Embarrassed * Impatient * Treats as equals
  * Superiority  
MANVIN CONSULTING Inc.
 * Apologetic * Arrogant * Understanding
* Submissive * Domineering * Patient & flexible
* Uncertain * Authoritarian * Decisive
* Agrees almost with everything * Close minded * Open minded
COMMUNICATION STYLE * Hesitant - does not speak up * Forces views on * Encourages feedback
    others * Effective listener
* Poor listener * States observations
* Interrupts and  
monopolizes
 
* Looks uncertain * Labels behaviour * Does not label behaviour
* Loses respect * Fosters resistance * Looks confident
  * Undermines respect * Gains respect
EFFECT ON AUDIENCE * Fosters compliance with * Feel motivated and
  resentment understood
 
 

MANVIN CONSULTING Inc.

 Communication: Listening

Exercise: Questionnaire

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MANVIN CONSULTING Inc.
Inc.
 Listening
Hearing and Listening
Real Meaning of Listening – Understanding What
Speaker Said – does not mean obeying
Listening is the Most ‘Inactive’ Activity.
We Listen What We Want to Listen

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Listening- Why does it suffer
External:
Medical Problem
Noise
Physical setting
Telephones
Physical interruption
Speaker’s Low Volume
Inappropriate Body Language – eye contact

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Listening- Why does it suffer
Internal:
Ego – ‘I Know’ factor
Love to Speak - Trained to speak - Childhood teaching - How much air time we take
Interruption
Culture of interruption
Assumption that speaker has finished
Impatience
Fear of forgetting
Fear of some one else making the point
Evaluating/ Judging Mind
Preparing answer
Mind is some where else
Dislike for Speaker
Fear/ Anxiety
Stress
Lack of Interest

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Listening- Benefits
Clear Understanding
Capturing Information Correctly
Gets Respect
Gateway to Speaking – Deaf People are
Invariably Dumb.
Vital Means of Learning – Gold IN – Gold OUT

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Listening – Ten Commandments

1. Keep Quiet – Mouth and Mind

2. Don’t Interrupt
3. Keep Eye Contact
4. Lean Forward and Nod
5. Don’t Evaluate - Ruminate
6. Don’t start preparing answers/questions
7. Take Notes
8. Practice Patience
9. Minimize External Disturbance and
Interruptions
10. Keep Quiet – Mouth and Mind

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.
 Thank You

MANVINCONSULTING
MANVIN CONSULTING Inc.
Inc.