WEBVTT 00:00:00.421 --> 00:00:04.211 For example, when I looked at the job of inventory manager, 00:00:04.221 --> 00:00:06.091 I realized that this person had to be 00:00:06.101 --> 00:00:08.731 respectful when negotiating vendors. 00:00:08.741 --> 00:00:11.543 So I built a question around that job requirement. 00:00:12.941 --> 00:00:16.323 Tell me how you showed respect for a problem vendor. 00:00:16.333 --> 00:00:19.971 Okay, well, I can think of a really good example of that! 00:00:19.981 --> 00:00:24.691 We had this rep that came in one morning, very angry... 00:00:24.701 --> 00:00:27.504 Another question I asked was designed to find out about willingness 00:00:27.514 --> 00:00:30.303 to follow policies and procedures. 00:00:30.501 --> 00:00:33.611 Okay. Now, please describe a situation 00:00:33.621 --> 00:00:37.314 when you felt it might be justifiable to break company policy 00:00:37.324 --> 00:00:39.756 or alter standard procedures. 00:00:40.253 --> 00:00:41.576 Well, that's happened. 00:00:41.586 --> 00:00:45.306 Uh... we had these reports that we were supposed to file that I thought were 00:00:45.316 --> 00:00:47.463 just a complete waste of time. 00:00:47.861 --> 00:00:50.171 Oh, so what did you do about it? 00:00:50.581 --> 00:00:53.771 Well, I had the whole department to stop filing them out... 00:00:53.781 --> 00:00:54.691 and guess what? 00:00:54.701 --> 00:00:55.931 The boss didn't even notice. 00:00:55.941 --> 00:00:59.921 So it turns out it was a huge waste of our time! 00:01:01.519 --> 00:01:02.731 Got it. 00:01:02.741 --> 00:01:05.371 Build a series of past-behavior questions 00:01:05.381 --> 00:01:07.411 based on job requirements. 00:01:07.421 --> 00:01:10.331 And then during the interview, gather a sample of past-behaviors 00:01:10.341 --> 00:01:12.451 to predict future job performance. 00:01:12.461 --> 00:01:13.798 Exactly. 00:01:14.221 --> 00:01:15.991 Well, you know not everyone's going to answer as quick 00:01:16.001 --> 00:01:18.011 and candid as that person did. 00:01:18.021 --> 00:01:19.601 That's true. 00:01:20.061 --> 00:01:22.411 I remember when I was interviewing Susan... 00:01:22.421 --> 00:01:25.176 there sure were some awkward moments. 00:01:26.261 --> 00:01:30.931 So, what was the biggest mistake you made on your last job? 00:01:30.941 --> 00:01:35.051 I'd ask a question and... she couldn't come up with an answer. 00:01:35.386 --> 00:01:36.931 I'd feel embarrassed for her, 00:01:36.941 --> 00:01:40.746 but all I could do to help her out was to go on to the next question. 00:01:41.381 --> 00:01:44.291 How about we just go on to the next question, okay? 00:01:44.301 --> 00:01:45.756 Okay. Good. 00:01:48.629 --> 00:01:50.228 I know the feeling... 00:01:50.238 --> 00:01:52.389 but I've learned that those awkward silences 00:01:52.399 --> 00:01:54.749 often mean that the candidate is just thinking, 00:01:54.759 --> 00:01:57.943 and to break that silence is to break their thoughts about an answer. 00:01:58.391 --> 00:02:00.206 That situation came up later. 00:02:01.541 --> 00:02:03.571 Okay... give me an example of a time 00:02:03.581 --> 00:02:06.171 when you had to communicate with an angry customer. 00:02:06.181 --> 00:02:08.716 And tell me exactly how you handled that situation. 00:02:12.551 --> 00:02:13.876 Um... 00:02:14.051 --> 00:02:16.766 I'm sorry, I usually don't have... 00:02:16.776 --> 00:02:19.028 trouble communicating. 00:02:19.326 --> 00:02:21.996 Lots of people have a tough time answering these questions. 00:02:22.093 --> 00:02:24.001 Just take your time. 00:02:24.661 --> 00:02:26.496 Okay… Um... 00:02:33.106 --> 00:02:34.656 You've got lots of time. 00:02:34.666 --> 00:02:36.216 Just be specific. 00:02:36.301 --> 00:02:41.051 Ok, well, there was this one time where this... 00:02:41.061 --> 00:02:44.071 No, I don't want to use that example, it's not so good. 00:02:44.256 --> 00:02:45.283 That's all right. 00:02:45.293 --> 00:02:47.203 You'll think of something. 00:02:47.226 --> 00:02:52.274 Okay, so you want me to give you a specific example of time when I had... 00:02:52.284 --> 00:02:54.671 trouble communicating with an angry customer. 00:02:54.681 --> 00:02:56.276 Got it... 00:02:57.661 --> 00:03:01.081 Well, there was this one customer that came in who just... 00:03:01.091 --> 00:03:03.011 would not stop talking... I... 00:03:03.021 --> 00:03:04.648 Mm-hmm. 00:03:05.221 --> 00:03:06.211 You're right. 00:03:06.221 --> 00:03:08.006 I need to be more patient and... 00:03:08.016 --> 00:03:10.131 and not be afraid of a little silence in the interview. 00:03:10.141 --> 00:03:11.388 It's... It's true. 00:03:11.398 --> 00:03:14.868 Well, our question's only pay off when we wait for the answers. 00:03:14.928 --> 00:03:16.332 Yep, you're right.