Title Slide

HIRE FOR ATTITUDE, TRAIN FOR SKILLWhy Passion and Spirit Should Supersede a Resume

Hiring For AttitudeDetermining what the right Characteristics are for your specific BrandEvaluating current interview questions and techniquesCreating interview questions that screen for these characteristics

The right formula

Determining Fit for your brandBefore you can even start the process of Hiring for Attitude, you need to determine what Attitude you want in your brand.Top 3 EmployeesBottom 3 EmployeesCome up with characteristics that make them the Top or Bottom

Determining Fit for your brandTop 3:Runs their business like an owner - takes pride in ownershipCommunicates collaboratively with staff membersEnsures guests service standards are exceeded in every situationKnows how to prioritize multiple priorities and respond and react accordingly to balance the needs of the business as well as the needs of team members

Bottom 3:Constantly blames others or makes excuses for their lack of performance and executionReceives multiple guest complaints and is unable to resolve issuesConsistently has high turnover and a revolving door with staff membersHas poor financial performance on a consist basis

Once explained, have them write their top 3/bottom 3 and think about the characteristics that make them such. This is an exercise that you should do with your top leaders

Learning what to ask

The 3 most common questions and why they shouldnt be askedThe Behavioral questions and how to frame themThe Hypothetical questions

Learning what to ask

Tell me about yourself.What are your strengths.What are your weaknesses.

Whats wrong with these questions I ask these all the time..The 3 most common questions

Will discuss what is wrong with these questions.

Learning what to ask

Tell me when you had to adapt to a difficult situation. What did you do do?Tell me about a time when you had to balance competing priorities and did so successfully.Tell me about a conflict with a coworker and how you resolved it.

How to frame behavioral questions

Will discuss how these are leading questions and lead the candidate to answer ones that have a positive outcome. These are leading questions.

Learning what to ask

All Behavioral questions should start with an action word and not lead to what the outcome was.Tell me about a time you had to handle a challenging guest experience? (Eliminating the tell me what you did)

Could you.. How to frame behavioral questions

Starting with Could you..(Elicits a physiological response that puts the interviewer in charge and breaks down barriers) Use this instead of Tell me about.

Learning what to ask

What would you do if..Its easy to take a 50 foot view and be able to answer the question from the outside looking down much harder to do when you are actually faced with the situation. The Hypothetical Question

Hypothetical questions are a waste of time they are not indicative of the action someone would take when faced with the situation.

Creating your Interview Questions

Step 1: Pick one of the top characteristics that you identified in the Top 3 exerciseStep 2: Identify a situation to elicit the characteristics Step 3: Begin the questions by asking. Could you tell me about a time.Step 4: Pause to leave the question hanging

Why worry about fit?

Because its ALL about fit!

Use to transition to how to measure fit

Why worry about fit?

Consequences of a lack of fit

Why worry about fit?

Yet, only 38% of employers are using Personality or Skills assessments in the pre-screening processSource: The PeopleMatter Institute

Use statistics to discuss what is being done

What are we left to do?

Without assessing fit, we are left to guess or read minds, or try to predict the future on our own

What to do instead

Behavioral interview questions to focus on behaviors, experiences, attitudesPersonality and Skills assessments to measure tendencies, capabilities, preferences

Demonstrate the options for measuring fit:--Interviewing as Carrie discussed--PeopleMatter assessments

Why assessments work

their attitudes and skillsYour business

Interviews and assessments work (that is, they help us find people with the attitude/skills to do the job) when the content is job-related.Match between job requirements and applicant background, experience, attitude/skills.

Why trust them?

PeopleMatter Assessments

Why trust PM assessments?--Rigorous development--Reliable, valid--Continuous data analysis

Summary: Hire for Attitude!

Determine the attitudes that match your brandAttitude cant be trained, so find applicants who fit your brand!Use behavioral questions to get at someones attitude and approach to workUse PeopleMatter Assessments to measure tendencies, personality, attitudes

Summary of points from both