1. Recognize, hire and retain the best candidates

2. The ability to make good decisions regarding people represents one of the last reliable sources of competitive advantage, since very few organizations are good at it. - Peter Drucker

3.  Review job description /job posting ◦ Does it need to be updated? ◦ Does it clearly define:  Position  Requirements

4.  Does candidate meet minimum requirements  Does candidate have customer service experience  Are there any red flags on resume ◦ Gaps in dates of employment ◦ Job hopper (changes jobs every one to two years) ◦ Has only relatives as references

7.  Past experience indicator of future performance  Ask candidate for examples of specific performance behaviors: ◦ Tell me about a time when Train staff for behavioral interviewing if they will be part of the interview process (peer interviewing)

8. The toughest decisions in organizations are people decisions – hiring, firing, promotion, etc. These are the decisions that receive the least attention and are the hardest to “unmake”. - Peter Drucker Benefits of Behavioral Interviewing

9. Develop Rapport Ask questions Describe job Invite questions Close

10.  Tell me about how (you handled your busiest day at the last place you worked.)  Tell me about a time when  Give me an example when..  Describe a time when You talk 20% Applicant talks 80%

11. TRAPS:  First impressions  Contrast  “Similar to me”  Misinterpretation of nonverbal clues  “Halo” effect  “Horns” effect

12. It takes a wise person to discover a wise person. - Diogenes Laertius, c. 200-250

13.  Create Checklist ◦ Access ◦ Phone number ◦ Directory listing ◦ Keys  Welcome letter ◦ Start date ◦ Where to go ◦ Schedule  Goal is to have everything ready for new staff member to make them feel welcome and a member of the organization from day one.

14.  Orientation ◦ Organization ◦ Department specific  Training schedule  Welcome card signed by team members  Goal: Become and feel like a functional member of the ◦ Organization ◦ Department ◦ Team

15.  30 day employee check in  60 day employee check in  90 day employee check Goal:  increase retention and reduce the turnover that occurs within the new employee’s first year of employment.

16.  Provide feedback ◦ Positive ◦ Constructive ◦ Timely  Communicate  Be visible  Be fair and consistent