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Soft Skills, Hard Benefits: Assessing the Key Predictors of Hiring Success

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Speaker: Jack Kramer Executive Vice President SkillSurvey

Moderator: Sarah Sipek

Associate Editor Talent Management magazine

Soft Skills, Hard Benefits: Assessing the Key Predictors of Hiring Success

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Sarah  Sipek  Associate  Editor  Talent  Management  magazine  

Soft Skills, Hard Benefits: Assessing the Key Predictors of Hiring Success

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Jack  Kramer      Execu:ve  Vice  President  SkillSurvey  

Soft Skills, Hard Benefits: Assessing the Key Predictors of Hiring Success

Soft Skills, Hard Benefits The key predictors of successful hires

Speaker

Jack Kramer Executive Vice President, Field Operations SkillSurvey, Inc.

Jack helps leaders in human resources leverage data-driven analytics to make more informed hiring decisions and improve retention for each candidate they hire. SkillSurvey helps organizations of all sizes; outcomes of its scientific work have been published in the peer-reviewed International Journal of Selection and Assessment.

Agenda -  Soft Skills – The Secret to Hiring -  Why Soft Skills are Hard to Measure

-  How Should it Work?

-  Key Competencies and What it Means to Be Job-specific?

-  Getting it Right - Bottom Line Results

Resign Yourself to This Reality

46% of newly hired employees will fail within 18 months

Only 19% achieve unequivocal success

* Source: “Hire for Attitude” Forbes, January 23, 2012 † Source: “Hiring for attitude: Research & tools to skyrocket your success rate” Mark Murphy, Leadership IQ, 2012

Hiring Well is Hard This has probably happened to you before…

Person appears perfect… ü  dressed well ü  great answers ü  a sense of confidence You hire him in your organization …. …and he poisons it

And you inevitably end up saying…

…the thing is, he interviewed really well.

Hiring Well is HARD

“Even Inspector 12 put more thought into certifying the quality of Hanes briefs than most organizations put into figuring out whether they’ve got a winner or a smooth-talking nightmare on their hands.”

Rob Asghar, Forbes, April, 2014

What Went Wrong? HR tends to do what they know… - Resumes - Interviews - Self-Assessments

What Went Wrong? - Soft skills seldom given their due - Pre-hire assessments are not typically

job-specific - they’re generic

- Meaningful feedback from past managers and coworkers is rarely collected.

- Self-assessments and personality tests can be unreliable

Personality Tests are Great… …if you’re hiring Miss America

#1 Issue Authenticity/Faking Review of 22 studies that examined actual faking revealed: The average number of fakers on personality tests is 30%

Self-Assessments Don’t Measure Up Skills Assessments

-  Issue: Cheating -  Answers on the internet -  Estimates are that up to

1 in 10 candidates engage in it

How valuable are they? When new hires fail, 89% of the time it is for soft skills vs. job skills

Cognitive Assessments -  Can show Adverse Impact

Data from a large number of studies show large average differences by race/ethnicity on cognitive ability tests

“Soft Skills” are the Hard Part How should the process work?

- Identify set of soft skills for each job - Assess them, and make sure the

assessment criteria is as specific as the job - Use objective data and predictive talent

analytics

- Use detailed references from former managers and coworkers for every hire

The key to predicting future job performance? Past job performance

Professionalism Interpersonal Skills

Problem Solving And Adaptability

Personal Value Commitment

Managing Others Leadership

True Predictors of Success Proficiency in a short list of competency areas, which focus on soft skills, are the true predictors of success in almost every job.

Professionalism It’s the “price of entry” and consists of a wide variety of behaviors and skills. Some apply to jobs across the board:

- Dependability - Following instructions - Work ethic

Professionalism Chemical Engineer -  Develop and implement

comprehensive safety procedures for workers who handle chemicals and operate equipment

-  Ensure compliance with all relevant safety and environmental regulations (e.g., follow all rules for disposal of hazardous materials

Sales Professional -  Accurately prepare customer

orders, proposals, presentations and out-ward facing communications to customers

-  Consistently meet or exceed sales goals

-  Comprehend the sales cycle and follow best practices throughout the entire process

Interpersonal Skills Can personality tests provide insights regarding a candidate’s interpersonal skills? Yes.

Can they reveal how well the candidate worked in team situations in prior jobs? Not very well.

Having interpersonal skills like the following will make him or her far more likely to succeed:

- Listening - Relationship-building - Collaboration

Interpersonal Skills Housekeeper -  Provide a high level of service

to all guests

-  Remain calm and helpful when handling complains from guests

Registered Nurse -  Provide others with personal

assistance, medical attention, and emotional support in a caring and compassionate manner

-  Listen carefully to patients and co-workers, taking time to understand and ask appropriate questions without interrupting

Every job essentially requires the ability to assess and analyze issues as well as adaptability to changing conditions:

-  Analyzing and summarizing information - Making decisions -  Adapting to change

The more you’re able to assess problem solving and adaptability based upon the challenges of a specific job, the better you’ll be able to predict a candidate’s success.

Problem Solving and Adaptability

Problem Solving and Adaptability Call Center Customer Service Rep -  Effectively resolve customer

requests, issues, and complaints using knowledge of company products, policies, and services

-  Know when to escalate issues to manager or supervisor in order to ensure prompt resolution to a customer problem

Software Developer -  Effectively translate design

specifications into software code

-  Monitor and test functioning of software to ensure quality of product

Personal Value Commitment A candidate’s commitment to values and ethics is a key driver of your own risk exposure. It’s important to know to what degree and applicant possesses:

-  Integrity -  Respect for others -  Adherence to standards

and policies

There are positions that provide employees with access to sensitive, personal, financial or security data.

Personal Value Commitment Adjunct Faculty -  Demonstrate trustworthiness,

honest and high personal standards in dealings with students and others

-  Treat students, co-workers, staff and other of different background, beliefs, and gender with fairness, respect, and sensitivity

Controller -  Act with ethics and integrity,

ensuring that the organization’s financial activities and records meet or exceed accounting standards

-  Maintain confidentiality and privacy of company and client information

Hiring Someone to Be in a Position of Power? If so, you’re probably going to need to assess two additional competencies and apply them to predict job success.

Managing Others While many jobs clearly demand management skills, many others will call on them at times.

Skills needed include:

- Selecting and retaining talent - Leading a team - Holding others accountable

Personal Value Commitment Operations Manager -  Build a strong and diverse team by continually recruiting and

selecting competent and talent people

Sales Manager -  Conduct regular coaching sessions with sales team, focusing on

successes and area where there is room for improvement -  Effectively measure performance and hold team members

accountable for meeting sales targets

Project Manager -  Give assignments to team member according to their capabilities

(e.g., appropriately delegate tasks according to skill level or area of expertise)

Leadership The truly high profile positions call for an even larger set of competencies.

Skills needed include:

- Setting direction - Managing change - Motivating others

Leadership Chief Financial Officer -  Work with the executive team to develop short and long-term financial

plans, objectives, policies and actions -  Serve as a trusted advisor to the CEO and others on challenging

solutions

HR Director -  Act as a catalyst, communicating the need for change and inspiring

action -  Motivate others by encouraging them and by building mutual trust,

respect and cooperation

The future of your organization depends upon understanding the past performance of your job candidates.

* Source: “Assessments 2014: Consistency is Key” Aberdeen Group, April 2014

Best-in-Class Organizations Get the Idea

The Aberdeen Group’s 2014 Assessment Report reveals that Best-in-Class organizations are consistently using assessments to filter top-of-the-funnel applicants and make hiring decisions

And the Results Speak for Themselves Best-in-Class organizations that rely on pre-hire assessments are experiencing: -  Greater

performance -  Higher first-year

retention -  Higher employee

engagement * Source: “Assessments 2014: Consistency is Key” Aberdeen Group, April 2014

The root of problem lies in: - Leaving the assessment of soft skills to

‘gut feel’ during the interview.

- Overestimating the significance of education and experience. - Relying on general tools instead of job-

specific assessments.

- Over-reliance on personality tests and other measures that use self reports.

But Turnover Remains Far Too High

A scientific assessment of past work performance by former colleagues is the single best predictor of future job success.

The Deliverable: Pre-Hire 360® Feedback Report

The Deliverable: Pre-Hire 360® Feedback Report

Job-Specific, Behavioral-Based Feedback

Studies and Published Reports are Proof

SkillSurvey is the only online pre-hire reference checking solution with I/O peer-reviewed, published studies of its results.

SkillSurvey Pre-Hire 360® Assessments are proven to be:

Reliable

Valid

EEOC Compliant

Psychometric Results

þ þ þ

Bottom-Line Results

35% decline in first year turnover

Improved recruiting efficiency – 95% reduction in time spent tracking down references

Greater hiring manager satisfaction

“…this tale about baseball [Moneyball] may turn out to be the opening chapter of a much larger story about jobs. Predictive statistical analysis, harnessed to big data, appears poised to alter the way millions of people are hired and assessed.”

The Atlantic

The World is Taking Note

-  Providing Reference Solutions since 2002 -  Inventor of web-based reference checking -  Patented Solutions: Four patents received for Pre-Hire 360®, other

patents pending

-  57,204 Candidates in February 2015 -  February 2014 – 40,629 – 40.8% + Growth -  10 million individuals entered into Pre-Hire 360®

-  More than 1.4M were candidates -  1,400+ customers -  350+ surveys in current inventory – 25 different job families

-  Cynthia Hedricks, PhD, Chief Analytics Officer -  109 Surveys for Healthcare roles, 27 Surveys for IT roles, 16

for Sales roles, 10 for Customer Service roles, 26 for Finance roles, 21 for Retail roles, 21 for Education

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