Tag Archives: hiring talent

How to Interview for a Sense of Urgency

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From the Ask Tom mailbag –

Question:
We find it difficult to interview for some of the soft skills. Our operation moves very fast. One of the things we need to know before hiring a candidate, is, can they keep up. What is their sense of urgency?

Response:
You can effectively interview for anything you can connect to a behavior. Soft skill, hard skill, attitude, character trait. Translate it into a behavior, then interview for the behavior. It sounds difficult, but not with Barry Shamis’ magic question, “How does a person with (this character trait) behave?” Then interview for this behavior.

You asked about sense of urgency. How does a person with a sense of urgency behave? Then interview for that behavior.

  • Show up early.
  • Plan the project ahead of time.
  • Inspect progress frequently.
  • Always works on high priority elements.

Now interview for those behaviors.

  • Tell me about a past project where time was of the essence?
  • Tell about the specific need for speed on the project?
  • What were the expectations on your personnel?
  • What factors slowed the progress of the project?
  • What did you do to expedite progress?
  • How often did you meet with your personnel?
  • Step me through your agenda in that meeting?
  • What were the project priorities?
  • How did those priorities change during the project?
  • How did you communicate the change in priorities to the rest of the team?

The responses you get to these questions, though strictly about observable behavior, will give the interviewer a clear insight into the sense of urgency in the candidate.
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Registration continues this week for our next online program Hiring Talent. For more information, follow this link – Hiring Talent.

Hypothetical Questions Make Room for Lies

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From the Ask Tom mailbag –

Question:
You say to stay away from hypothetical questions. We have been giving all candidates the same case study question. “What would you do if…?” First we think it’s fair to give all candidates the same question and we want to see how the candidate thinks on their feet. But, you say to stay away from hypothetical questions?

Response:
This is a great question and one I get all the time in my online program Hiring Talent.

There are several ways to look at your issue. The biggest problem with hypothetical questions is that they aren’t real. The response cannot be fact-checked. Because the hypothetical question leaves out all the nuances with reality, it leaves a lot to interpretation by the candidate. It’s like taking a multiple choice test where none of the alternatives fit. The candidate ends up guessing at what the interviewer wants to hear. That may have nothing to do with the candidates experience.

Hypothetical questions also leave a lot of room for the candidate to make up stuff or outright lie. Candidates spend time with headhunters role-playing answers to questions. Candidates read up on industry trade journals to get the jargon down. They may be able to create a plausible response to the hypothetical question, without ever having real experience.

You say, you want to be fair to all the candidates in the pool. My focus has little to do with being fair. My focus is to find out as much about the candidate’s past that has direct relationship with the work in the open role. I have a lot of data to collect. The only pivot point of fairness is the critical role requirements in the position.

Your intention in your hypothetical is noble. There are things you want to find out about each candidate. Maybe “thinking on your feet” is a critical role requirement. I would still look at the candidates past behavior.

Instead of “What would you do if…?” Try this.

  • Tell me about a time when you had only a short time to prepare for a project, where you had to think on your feet?
  • What was the project?
  • Who was on the project team?
  • What was your role on the project team?
  • What factors created the urgency to mobilize quickly without time for planning?
  • What did you do? Step me through how you responded?
  • What was the result?
  • What did you learn from the project? How did that impact your next project?

Hypothetical questions can be improved by simply moving the response to a real event in the past.
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Registration is now open for our next online course at Hiring Talent. For more information or pre-registration, follow this link – Hiring Talent

Next Class – Hiring Talent – April 18, 2016

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We are gathering the next group for our online program Hiring Talent which kicks off April 18, 2016. As the economy recovers, your next hires are critical. This is not a time to be casual about the hiring process. Mistakes are too expensive and margins are too thin.

Purpose of this program – to train managers and HR specialists in the discipline of conducting more effective interviews in the context of a managed recruiting process.

Candidate Interview

How long is the program? We streamlined the program so that it can be completed in six weeks. We have also added a self-paced feature so participants can work through the program even faster.

How do people participate in the program? This is an online program conducted by Tom Foster. Participants will be responsible for online assignments and participate in online facilitated discussion groups with other participants. This online platform is highly interactive. Participants will interact with Tom Foster and other participants as they work through the program.

Who should participate? This program is designed for Stratum III and Stratum IV managers and HR managers who play active roles in the recruiting process for their organizations.

What is the cost? The program investment is $499 per participant. Vistage members receive a $100 credit, so $399.

When is the program scheduled? Pre-registration is now open. The program is scheduled to kick-off April 18, 2016 with Orientation.

How much time is required to participate in this program? Participants should reserve approximately 2 hours per week. This program is designed so participants can complete their assignments on their own schedule anytime during each week’s assignment period.

Pre-register now. No payment due at this time.

April 18, 2016

  • Orientation

Week One – Role Descriptions – It’s All About the Work

  • What we are up against
  • Specific challenges in the process
  • Problems in the process
  • Defining the overall process
  • Introduction to the Role Description
  • Organizing the Role Description
  • Defining Tasks
  • Defining Goals
  • Identifying the Level of Work

Week Two

  • Publish and discuss Role Descriptions

Week Three – Interviewing for Future Behavior

  • Creating effective interview questions
  • General characteristics of effective questions
  • How to develop effective questions
  • How to interview for attitudes and non-behavioral elements
  • How to interview for Time Span
  • Assignment – Create a bank of interview questions for the specific role description

Week Four

  • Publish and discuss bank of interview questions

Week Five – Conducting the Interview

  • Organizing the interview process
  • Taking Notes during the process
  • Telephone Screening
  • Conducting the telephone interview
  • Conducting the face-to-face interview
  • Working with an interview team
  • Compiling the interview data into a Decision Matrix
  • Background Checks, Reference Checks
  • Behavioral Assessments
  • Drug Testing
  • Assignment – Conduct a face-to-face interview

Week Six

  • Publish and discuss results of interview process

Pre-registration is now open for this program. No payment is due at this time. See you online. -Tom

Who Needs to Be Fired Today?

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From the Ask Tom mailbag –

Question:
I am a manager, and I understand that I am accountable for the output of my team. My team is accountable for showing up every day with full commitment to do their best. But, I feel stymied by my colleagues, my manager and his colleagues. I know I am accountable, but my authority is constantly under pressure to keep members on my team who should have been terminated long ago. The trouble is, it’s so difficult to get rid of anybody around here. Yet, I am accountable for substandard output. My manager points to HR, HR points to policy, policy points back to me and my hands are tied.

Response:
It is not unusual for an organization to be fuzzy about hiring and firing practices. Upper management does not trust lower management to make sound decisions, and this lack of clarity creates a malaise of inaction that is allows underperformance to continue, simultaneously debilitating the morale of the rest of the team.

Elliott Jaques was quite clear that managerial accountability also requires managerial authority. Organizations underperform because this issue remains unresolved with managers, at all levels, passing the buck.

For a manager to be held accountable for the output of the team requires the manager to be given, minimum, veto authority in team member selection. Likewise, that same manager must have authority to de-select an individual from the team.

There are two implications. No manager can unilaterally make hiring and firing decisions in a vacuum. There are considerations of budget, work flow, work schedule, capacity. These circumstances create the context of the hiring and firing decisions. The second implication is the role of the manager-once-removed. The concern of upper management about the decision-making of lower management is not without merit, but, for Pete’s sake, get clear about the authority that goes with the accountability.

Manager-once-removed
——————–
Hiring manager
——————–
Team member

In hiring practice, the manager-once-removed is required to create a slate of qualified candidates for the hiring manager to select from. The manager-once-removed should be well aware of the context of the hire, including budget, work flow, work schedule and capacity planning. In this way, the manager-once-removed can be assured the hire is proper in context and that the hiring manager has a qualified slate to select from.

In firing practice, the manager-once-removed is required to be an active coach to the hiring (firing) manager. The hiring (firing) manager may de-select an individual from the team, but terminations from the company require the agreement from the manager-once-removed. Again, the manager-once-removed should be well aware of the context of the de-selection and/or termination related to budget, work flow, work schedule and capacity planning.

Most organizations leave this authority fuzzy and suffer the consequences. For a manager to be accountable for the output of the team, that manager must have the minimum veto authority on team selection and authority to de-select after due process.

So, why would the manager-once-removed want to get tangled up in this mess? Because the manager-once-removed is accountable for the output of the hiring manager. The manager-once-removed is accountable for the quality of the decision made by the hiring manager. This accountability changes everything, overnight.

As a Candidate, How Would I Interview My Manager?

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From the Ask Tom mailbag –

Question:
As most of the world does not understand levels of work, in an interview process how can a candidate ensure that he/she doesn’t end up working for someone operating/thinking at the same or a lower stratum than themselves. Are there some questions or items for a candidate to look for during the interview process to assess the requisite level of the prospective manager and even peers?

Response:
Employment and job satisfaction live on a two-way street. Both the employer and the candidate have a very important decision to make, a decision that has long term consequences, for better or worse. As I thought about my response, it occurred to me how important these issues are to the work experience of every employed person.

Here are my guideposts for managerial roles, which establish the basis for the questions I would ask, as a candidate.

  • Stratum IV – Integration of multiple systems and sub-systems.
  • Stratum III – Creation, monitoring and improvement of a single serial system.
  • Stratum II – Implementation and coordination of resources inside a system, specifically people, equipment and materials related to output.
  • Stratum I – Production work (non-managerial).

S-I – Production
If I were applying for a production role, I would want to speak with my hiring manager about these questions.

  • Briefly describe for me, my work instructions related to each process? (Here, I am not looking for a training program, I am looking for one or two sentences that are clear.)
  • Briefly describe to me what elements have to be coordinated for me to effectively complete my assigned tasks?
  • Briefly describe how you, as my manager, go about making sure all production elements are coordinated? (Here I am looking for a description of checklists and schedules.)
  • Briefly describe what changes occur during the working week that impact the production schedule, that may change my production during that week? (Here, I am looking to see how my manager responds to things that change, because things change.)
  • How long have you been in this role?

S-II – Implementation and coordination
If I were applying for a supervisory role, to make sure production gets done, I would want to speak with my hiring manager about these questions.

  • Briefly describe to me, the work flow system that I will be implementing? What are its steps? Can you draw me a diagram?
  • Briefly describe changes that have been made to the work flow system and why?
  • What production problems have been systematically prevented by the current work flow system?
  • How long have you been in this role?

S-III – Single serial system manager
If I were applying for a managerial role, to create, monitor and improve a single serial system, I would want to speak with my hiring manager about these questions.

  • Briefly describe to me, how my system interacts with other systems (departments) in the organization?
  • Briefly describe how the organization optimizes throughput, what meetings happen, what handoff transitions exist, QC stage-gates and other feedback systems?
  • What imbalances have occurred between systems and how did the organization respond to optimize the imbalance?
  • How long have you been in this role?

As a candidate, these issues, at each level of work, will predict my future job satisfaction. They will impact a positive or negative relationship with my manager. These are predictors of competence. These are elements of a competent organization.

Should HR Be Involved in Terminations

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From the Ask Tom mailbag –

Question:
Is it common practice for HR to be directly involved in the termination of an employee?

Response:
This question speaks to the larger role for HR in any organization. And, while some things may be common practice, common practice may often create problems.

It is an excellent idea to include HR in all processes related to de-selection and termination. There are several compliance issues related to continuance of health insurance, severance conditions and eligibility for unemployment compensation. Often these issues require specific documents and sequence that I do NOT expect managers to be expert on. Managers need to have a sound understanding, but I do not expect them to be expert.

I do not expect HR to be the “hatchet.” In the same way that managers are accountable for selection, they are also accountable for de-selection and termination.

In ALL cases, managers should be actively coached by their manager on all things related to the team. That active coaching is NOT an event, but a constant, scheduled conversation about workforce requirements, utilization, team capacity and individual capability within the team.

In the instance of termination, my rule is “two sets of eyes.” The manager and the manager-once-removed must agree on termination. A third set of eyes, from HR, is always a good idea to make sure the process is conducted within established guidelines.

Hiring Decision is Clouded by Urgency

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“But, it’s my decision,” Janice tried to explain. “How can you hold my manager accountable for my decision?”

“Who is your coach?” I asked.

Janice stopped cold. Her eyes briefly closed, fluttered. “My manager is my coach,” she replied.

“Prior to your last hire, did you write a role description?” I prompted.

“Well, I used one from HR. It’s an old one, but that was all they had.”

“And, what was your hiring criteria?”

“Well, I was a bit desperate, so I really needed someone who could start immediately,” Janice replied.

“And your coach, what was his hiring criteria?”

“Funny, after it was all over, he said he never would have hired the person I picked. He said the candidate wasn’t strong enough. He said I should have held up a higher standard for the position. Not to be so quick to make a decision.”

“And that’s why I hold your manager accountable for the quality of your decision. He is your coach. He sets the context for your decision. He is the quarterback for this hire. He knows what is really required for success in the role. You are concerned about production. He is concerned about building a stronger team.”

What’s Your Point?
Hiring managers are almost always under the gun to make a quick hire. There is a missing person on the team and the hiring manager is covering the work. Decision making is clouded by urgency. The hiring manager’s manager (the MOR) has clearer perspective on what is really required for success in the role. It is critical for the MOR to step up and be an active coach.

Managerial Acccountability Up the Food Chain

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“I understand, that, as a manager, I am accountable for the output of my team,” Janice was trying to make sense of who is accountable. “But my manager isn’t accountable for my output, is he? I thought it was only about our production teams.”

“As a manager, you are accountable for the output of your production team. You are accountable for their work output. Why shouldn’t your manager be accountable for your work output?” I asked.

“But, I don’t do production work, at least, not anymore,” she defended.

“Work is making decisions and solving problems. When your production team has a difficult decision to make or a difficult problem to solve, don’t you jump in and help them through?”

“Yes, because I am accountable for the team’s output. If I don’t help them make the right decision, I am on the hook for the consequence.”

“And you have told me that you are struggling, when it comes to hiring. You have a difficult decision to make. That’s work. What is the output of your decision making?” I prompted.

“It’s either going to be a good hire or a bad hire,” Janice relented.

“And why shouldn’t I hold your manager accountable for the quality of your decision?”

What’s Your Point?
Accountability is not just about production. Managerial accountability goes all they way up the food chain.

  • Supervisors (S-II) are accountable for the output of production.
  • Managers (S-III) are accountable for the output of supervisors (S-II).
  • Executive managers (S-IV) are accountable for the output of managers (S-III).
  • Business unit presidents (S-V) are accountable for the output of their executive managers (S-IV).

So, Easily Turned Away

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“There must be a trick to hiring,” Janice announced. “My manager always seems to find good people.”

“You feel your manager is better at hiring than you are?” I wanted to know.

“Better track record. He only hires one or two people a year, and they seem to stick. They are really smart, know how to do the job from the first day, they are confident, in control. How does he find these people?” she grimaced. “I’ve tried, I know how hard it is.”

“Have you ever asked him?”

“Yes,” Janice explained. “He just grins, says I will catch on, and then leaves me to twist in the wind.”

“Oh, really?”

“Once, just once, I wish he would take the time to help me. He just says, your team, your responsibility. But, he sees my struggle. He sees the turnover on my team.”

“So, you are so easily turned away?” I challenged.

“What?” Janice leaned back.

“You know, as a manager, that you are accountable for the output of your team. The same holds true for your manager. He is accountable for your output.”

What’s Your Point
When we understand that it is the manager accountable for the output of the team, everything changes. Janice’s manager is accountable for the quality of Janice’s decision, yet Janice is so easily turned away. This is a two way street. Janice needs help (we all need help and coaching makes us better) and she should actively seek that coaching from her manager.

“I need help. Here is the decision I am struggling with, and here are my two alternatives.” Powerful words.

Why Hiring is Difficult (to get it right)

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“Sure, it would be better to know, the first day, if the candidate is going to make it. It’s such a struggle. Agonizing. Sometimes, I want to tear my hair out. Sometimes, I just want to quit,” Janice lamented.

“Tell me more,” I prompted.

“When I became a manager, three years ago, I was all excited. My chance to step up in the world, assume more responsibility. I would have a team that would report to me. I would have respect.”

“And?”

“That’s not really how it all turned out. I mean, it has its good days and bad days, but hiring people, I mean, hiring the right people is really tough. Seven people over two years. One problem, I don’t do it often enough to get good at it. Do the math, on average, once every four months I have to go back to the drawing board. It’s like starting all over, again,” she explained.

“If you did this hiring thing well, what would life be like, as a manager?” I asked.

“All that I dreamed about when I became a manager,” she replied. “I thought the role of a manager would be uplifting, important. But I always feel like I am down in the weeds. And I can tell, it’s because I don’t have the right people on my team.”

What’s Your Point?
Hiring managers don’t practice enough to get good at hiring (unless they practice). Headhunters practice everyday and they role play with your candidates. They anticipate inane questions in the interview so manicured responses sound elegant. Hiring managers don’t practice enough, so they get fooled almost every time. In what way could the hiring manager spend enough time thinking and practicing to make this a better process? If this job is done well, life as a manager is a wonderful experience.