Behavioral Interviewing & Hiring Hiring Excellence in 2017

1. Behavioral Interviewing & HiringHiring Excellence in 2017 Presented by Steve Rosenthal- The Training Tree Inc. for FPHRA-2017 at the Wyndham Grand Bonnet Creek

2. Looking At Your OrganizationNow That You Have A Vacancy • Should you fill this now? • What do you really need? • Internal/External? • What steps must we complete? • Is the job description correct? • How fast can I move? What paperwork must be done?

3. How Have You Structured Your Recruiting? • Do you have “Interest Cards?” • Is there an eligibility list? • How long will it take you to advertise? • What are the costs? Is the budget there? • Who will do that in your organization?

4. Looking At Your OrganizationNow That You Have A Vacancy • Should I develop a process or system? • Who should be involved? • Interview, panel, assessment center, test, practical? • How will I look at resumes and applications? • What criteria will be used to make the cut? • How will I hold the selection process? • How will I handle the offer and physical/drug test/background check?

5. Doing The Application & Resume Analysis Remember about transferable skills. Demonstrated abilities that are not necessarily attached to the particular job title you are looking to fill!

6. Evaluating Education and Job Skills Does the applicant’s education match the job requirements? • Fails to complete program • Gaps in attendance are apparent • Course of study does not match career objectives • Education points to another career Does the applicant’s job knowledge and skills match your listed position? • Job skills sufficient for success in your position • Mismatch of skills and job apparent • Inability to explain how certain knowledge was received is apparent • Has never been successful at similar type of position

7. Evaluating Work History Does the applicant’s work history match the job requirements? • Type of experience • Length of experience • Responsibilities and tasks Are there warning signs or “Red Flags”? • Short duration at positions • Gaps in employment • Unusual progression from job to job • Responsibilities do not match education and previous employment

8. Evaluating Work History SAMPLE QUESTIONS CONCERNING WORK HABITS • Relationships with peers • Relationships with supervisors • Concept of work • Flexibility and Initiative • Attendance/Punctuality • Teamwork • Organization abilities • Ethics • Decision-making

9. Shelley L. Bloom (For Risk Mgt. Health Liaison) 923 Blue Stem Way  Ft.Pierce, FL  shelleybloom@hotmail.com SKILLS Outstanding oral and written communication skills; articulate; highly motivated and self-directed facilitator. Computer, desktop publishing, and Internet literate. Type 35–50 wpm. Microsoft Word™, Publisher™, Outlook™ Excellent organizational skills; and experienced in office, planning, budget, and administrative procedures. EDUCATION Master of Science, Alternative Medicine TAI-Sophia Institute, Columbia, MD Honors Graduate, May 2010 Bachelor of Science, Biology College of Notre Dame, Baltimore, MD Honors Graduate, May 2008 WORK EXPERIENCE Office Manager Dr. Bruce Roswell, D.D.S. (Periodontal Surgeon) Washington, D.C. 2006-2013 Dr. Michael Goldstein, D.D.S. (Periodontist) Washington, D.C. 2004-2006 Surgical Assistant Boys' and Girls' Homes of Maryland, Inc. 2006-2007 Residential Counselor and Case Manager Provided counseling and residential managed care to young adults. Governor's Conference on Women's Health School Year, 2006-2007

10. Governor-appointed (Student) Board Member • Elevated awareness, education, and accessibility of mental health services to Maryland residents. • Childcare Resources and Referral Services • Supervisory Counselor Summers, 2005-2006 • Supervised staff of five counselors for aftercare program for young adults. • College of Notre Dame of Maryland • Founder and Director, Student Health Education Program (S.H.E.),School Year, 2006-2008 • Lobbied administration, created, and managed program to provide life skill • counseling, health education seminars, and crisis intervention (including 24-hour hotline) to college students. • Created and published the S.H.E. Newsletter. • Interviewed, hired, trained, and supervised team of peer health educators. • President, Student Health Advisory Committee 2005-2008 • Liaison for Health Service Center between students, constituents, and university administration. • Increased awareness of University health services.

11. Proposed and implemented new university policies offering reproductive health services, education, and products to the Catholic University constituents. Resident Assistant School Year, 2007-2008 Provided dormitory supervision, assistance, and peer counseling to college student residents. TEACHING EXPERIENCE Crisis Intervention ■ Eating Disorders and Nutrition ■ Sexual Orientation ■ Medication ■ Sexual Abuse ■ Rape Crisis Intervention ■ HIV/AIDS ■ Sexually Transmitted Diseases ■ First Aid HONORS AND AWARDS (College of Notre Dame of Maryland) Student Leadership Extraordinaire ■ Outstanding Volunteer Service to the College Community ■ Outstanding Volunteer Outreach Service ■ Governor's Commission on Women's Health – Governor-Selected Student Board Member, 2005-2006 ■ Sister Coralie Ullrich Award ■ Student Select- Regional Representative of the Mid-Atlantic College Health Association, 2006-2007

12. Sandy Wilkerson ( HR Tech) Objective To secure a retail management position with a company that will challenge my creative abilities and allow me to grow professionally Experience 2011–present Westwind Properties Tampa/Orlando, Florida Leasing Consultant Averaging three to four leases a week, marketing and coordinating special events Problem solving between residents and management Negotiating renewals to increase occupancy rates 2008-2011 Gap Inc. Ft. Lauderdale/Orlando, Florida Assistant Manager Managing 75 employees in mall operation Interviewing, recruiting and hiring staff, implementing orientation and training for new hires Analyzing figures and projecting payroll costs Leading personnel in store operations, focusing on customer service

13. 2007-2008 Prescriptives Cosmetics Oviedo, Florida Counter Manager Expanding Counter’s clientele through make-overs Introducing new products and educating customers about applications Marketing line events which increased target sales to exceed Counter’s goals Establishing clientele for cosmetic line 2003-2008 Walt Disney World Orlando, Florida Performer/Character Escort Training new hires on perfecting animation skills Receiving several guest awards for outstanding job performance. Awards included: Company’s Guest Service Award, Excellence Award, and Pluto’s Pat on the Back Award. Ensuring performer’s well being and assisting characters in providing special guests with magical experiences Working customer relations for special events Education Presently Attending Tampa College Liberal Arts and Business Administration Core Courses

14. WILLIAM FALSTAFF(Fleet Manager) 23417 Whooping Crane Circle Stuart, Florida 34997 PROGRAM MANAGER SUMMARY: Twenty-three years management and leadership experience in Department of Defense (DOD) petroleum, logistics and financial functions. Successful manager of people, programs, organizations, facilities, and finances. Proven success as change agent with experience defining and reengineering business processes. Experienced business, program, financial and technical manager with skills in: Program Management. Logistics Petroleum & Fuel Management and Terminal Operations. Engineering, Environmental and Hazardous Material Management. Financial Management Human Resources Management EXPERTISE: PROGRAM MANAGEMENT Progressive positions in U.S. Navy, Department of Defense, and civilian housing complexes managing programs in areas such as: fuel, petroleum, logistics, engineering, environmental, financial management and human resources. Successfully managed people, organizations, facilities, Information Technology systems and funds associated with numerous major programs. Participated in various Navy inspection programs such as Supply Management Inspection, INSURV, IG and OPPE

15. LOGISTICS AND PLANNING Progressive positions in U.S. Navy and Department of Defense logistics management including: management and operation of U.S. Navy petroleum storage terminals; inventory management of high value repair parts and pre-positioned war materials; peacetime and wartime logistics planning support of U.S. Navy forces in Europe and the Pacific; planned and negotiated host nation Logistics support with NATO allies; planned movement of material throughout Mediterranean and SIXTHFLT. Personally reengineered fuel inventory storage plan that resulted in $100 million reduction in inventory and operating costs by utilizing strategically located, cost effective storage facilities. ENGINEERING, ENVIRONMENTAL AND HAZARDOUS MATERIAL MANAGEMENT Progressive positions in U.S. Navy, and Department of Defense including management of programs in maintenance and repair, military construction, environmental compliance, environmental remediation, hazardous material management, and spill prevention and cleanup. Responsible for shipboard Environmental and Hazardous Material Management programs submitted as CINCLANTFLT finalist for SECNAV Environmental Protection Award.

16. FINANCIAL AND HUMAN RESOURCES MANAGEMENT Responsible for planning, programming, budgeting and execution of $350 million annual operations and maintenance budget in support of 13 Naval Air Stations. Responsible for planning and execution of$270 million operating budget in support of 54 navy training activities. Personally responsible for preparing unfunded issue papers for annual budget and mid-year review. Responsible for personnel policies, work force development programs and compensation and $6.5 million benefit program for 1000 employee workforce. Responsible for implementation and upgrade of numerous Information Technology systems. Successfully managed implementation of major Human Resources Information System. Defined business processes and spearheaded development of computer applications for online job application system, online benefits enrollment system and automated time and attendance system. EMPLOYMENT HISTORY: 2011- Independent Consultant 2008-2011 Chief Operating Director, Farmingham Housing Complex,TN Chief Operating Officer (Director), MWR Department, NSA Memphis, Millington, TN Navy Exchange Officer, NAS Memphis, Millington, TN Budget Officer, Chief, Navy Technical Training, Millington, TN 1999-2002 Petroleum Logistics Officer, CINCUSNAVEUR, London, UK Logistics and Financial Manager, USS Kalamazoo (AOR 6) Fuel Logistics Officer and Financial Manager, COMNAVAIRLANT, Norfolk, VA Logistics and Financial Manager, Petroleum Facility Manager, 1988-2002 Personnel Manager at various U.S. Navy activities EDUCATION: M.S. PETROLEUM MANAGEMENT, University of Nebraska B.A. MATHEMATICS, University of Kentucky

17. There Are No Illegal Questions! Remember A question is not illegal. What may be illegal is what you do with that information. If you can’t use the information for any legitimate reasons it is advisable not to ask the question in the first place.

18. What Inquiries AreJob Related? Topics-Let’s Review • Age • Criminal Record • Credit Rating • Education • Experience • Disabilities • Marital Status • Military record • National Origin • Race • Religion • Sex

19. PRETEST FOR PRE-EMPLOYMENT INQUIRIES Instructions: Ask yourself, “Should I ask this question?” and indicate your answer by marking an ”X” under “Yes” or “No”. YesNo 1. “Have you ever worked for any ___ ___ company under a different name” 2. (To a woman applicant) “How ___ ___ many children do you have? 3. (To a woman applicant) “Do ___ ___ you plan to start a family soon? 4. “This job frequently requires overtime, ___ ___ including Saturdays. Would that be a problem for you? 5. (To an applicant who says he is 21, __ ___ but looks younger) “We cannot hire people under the legal age. You must bring your birth certificate before we can hire you.” 6. “Do you have any handicaps?” ___ ___

20. YesNo 7. (To a male applying to work as ___ ___ your secretary) “I have always had a woman secretary. Do you think you would be happy in this job?” 8. “Do you have any distinguishing ___ ___ scars?” 9. “Do you live with relatives? ___ ___ What are their names?” 10. “How long have you lived at ___ ___ your present address?” 11. “Were you born in this country ___ ___ 12. “What training did you receive ____ __ in the Army?”13. “You went to St. John’s Prep? ___ ___ What kind of school is that?” 14. “Have you ever been convicted ___ ___ of a crime?” . 15.“List the names of organizations, clubs, ___ ___ and lodges to which you belong.”

21. Job Requirement Profile When describing the essential functions of the job, please be specific as to primary duties that must be accomplished. Refrain from referencing the job description or stating that all duties listed in the job description are essential. To Applicant: Are you able to perform the essential functions of the job? POSITION: ______________________________________ DEPARTMENT: ___________________________________ ESSENTIAL FUNCTION(S): _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ GENERAL DESCRIPTION OF PHYSICAL DUTIES: Hours per day: _________ Days per week:______________ Job Site Description: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Physical Category: Sedentary [ ] Light [ ] Medium [ ] Heavy [ ] Miscellaneous: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

22. Structuring The Process! Possibilities • Test/Telephone Interviews/Practical • Interview-one or two interviewers • Panel of interviewers, separate panel of interviewers • Assessment Process • Very structured-scoring criteria, sheets • Less Structured-notes or discussion and final tally by person coordinating.

23. Process Points • Exam • Practical • Assessment Center • Specific Categories-Criteria • Broad Categories • Scoring? • Below, Meets, or Above Standards • Written-individual sheets • Written-Coordinated after each interviewee

24. Sample Question Categories ADAPTABILITY - Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people. CUSTOMER SERVICE - Making efforts to listen to and understand the customer (both internal and external); anticipating customer needs; giving high priority to customer satisfaction. INITIATIVE- Active attempt to influence events to achieve goals, self-starting rather than passive acceptance. Taking action to achieve goals beyond what Is necessarily called for, originating action. INTEGRITY - Maintaining social, ethical and organizational norms in conducting internal and external business activities.

25. Sample Question Categories JUDGEMENT/DECISIVENESS - Developing alternative courses of action and making decisions which are based on logical assumptions and which reflect factual information. Readiness to make decisions, render judgments, take action or commit oneself. LEADERSHIP - Using appropriate interpersonal styles and methods in guiding individuals of groups (subordinates, peers, superiors) toward goal achievement; modifying behavior according to tasks and individuals involved

26. Sample Question Criteria PLANNING AND ORGANIZING - Establishing a course of action for self/others to accomplish specific goals; allocating personnel and resources to execute plans within required time frame. SENSITIVITY - Actions that indicate a consideration for the feelings and needs of others. TECHNICAL/PROFESSIONAL KNOWLEDGE/PROFICIENCY - Applying technical and professional skills/knowledge in job related areas; keeping abreast of current developments and trends in area of expertise.

27. Questioning Strategy Probing Questions An open probe is an open-ended question designed to have a person elaborate on their answer. A question that requires either a yes/no answer or an answer of limited response is called a closed probe. In an interview situation, you should avoid using closed probes. Behavioral Questions A situational question is one where you describe a particular set of circumstances and then ask the candidate to describe their experiences in a similar set of circumstances. For example, "This position has many responsibilities with often conflicting priorities. Tell me about a situation on your last job where you had to deal with two top-level priorities that were opposed to one another. How did you resolve the conflict? What was the result?"

28. Questioning Strategy Allow Silence Many times, candidates are not prepared for the specificity of Behavior-Based Questions. They may hesitate to answer or say that they can't think of an answer. Because you've asked the question, it is reasonable for you to expect an answer. Offer the candidate some time to think by saying something like, "We've all had experiences like the one I've just described. Go ahead and take a couple of minutes to remember a situation and then describe it to me."

29. Questioning Strategy Seeking Contrary Evidence No one is all good or all bad. When you get an answer to a question that is exactly what you are looking for, before you decide that this is the right candidate, seek contrary evidence. When you get an answer to a question that appears to disqualify the candidate, seek contrary evidence. Avoiding Wasting Questions Many interviewers like to "talk shop." Some like to present hypothetical situations to see how a candidate would react. The problems are these: You've heard the phrase, "talking a good game." Many candidates can discuss theory all day long but lack the ability to put the theory into practice on the job.

30. Questioning Strategy Ask Each Candidate the Same Core Questions One of the primary reasons for writing out your questions before an interview is so you will ask each candidate the same questions. But remember it is impossible to ask the exact same questions since responses often require follow-up questions. Focus your questions on the job requirements, and ask each candidate the same questions.

31. Questions That Sound Good! What is wrong with the questions below? • What is the best advice you were ever given? • Who are your role models? • What motivates you to put forth your greatest effort? • Tell me about yourself…. why are you special? • What have you learned from your mistakes? • What does success mean to you?

32. Behavioral Interviewing • Past Behavior is the best predictor of future success. A person’s ability to perform is demonstrated by their behavior. What individuals know about a process is less important than how well they are able to apply their knowledge and skills in a specific set of circumstances.

33. Behavioral Interviewing Examples • Describe a time on any job, which you’ve held, in which you were faced with problems or stresses, which tested your coping skills. What did you do? • Give an example of a time in which you had to be relatively quick in coming to a decision. • 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.

34. Behavioral Interviewing Examples • What did you do in your last job in order to be effective with your organization and planning? Be specific. • Describe a time in which you felt it was necessary to modify or change your actions in order to respond to the needs of another person.

35. Behavioral Interviewing • Give me an example of a time when you had to carefully analyze another person or a situation in order to be effective in guiding your action or decision. • What did you do in your last job to contribute toward a team environment? Be specific. • Give me an example of a problem, which you faced on any job you have had and tell me how you went about solving it.

36. Hiring & Interviewing • What effort will you put in? • Who as much as you has a vested interest about this employee’s future success? • Preparation, Preparation, Preparation • Develop The Competence Within • Lead by Example! And You Thought Pigs Couldn’t Fly!