Cover Image

Not for Sale



View/Hide Left Panel
Click for next page ( 71


The National Academies | 500 Fifth St. N.W. | Washington, D.C. 20001
Copyright © National Academy of Sciences. All rights reserved.
Terms of Use and Privacy Statement



Below are the first 10 and last 10 pages of uncorrected machine-read text (when available) of this chapter, followed by the top 30 algorithmically extracted key phrases from the chapter as a whole.
Intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text on the opening pages of each chapter. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

Do not use for reproduction, copying, pasting, or reading; exclusively for search engines.

OCR for page 70
F-6 APPENDIX F-3 STRUCTURED PERSONAL INTERVIEW (Contributed by Daecher Consulting Group) Personal interviews are used to determine both the skills and the attitudes of applicants. Usually, the interviewer assesses the applicant on a variety of subjective items. Although the approach is not scientifically reliable, many employers have developed a skill in selecting employees appropriate for their organizations. Loose, unstructured interviews are no longer an acceptable selection protocol. A recent Supreme Court decision (Watson vs. Fort Worth Bank and Trust) held that subjective promotion and selection systems are subject to the same scientific standards of job relatedness and validity as more formal tests. For this reason, structured interviews which follow a prescribed set of questions should be used in lieu of informal and unstructured interviews. The questions included in a structured interview should have empirical, logical or theoretical connections with the position for which the interview takes place. That is, there has to be a direct connection between the questions asked and the job responsibilities. The interviewer should be trained in the use of the structured interview process and should have a working knowledge of the requirements of the job for which the applicant is interviewing. All information gathered up to this point should be available to the person who conducts the interview. Any questions or concerns that arise because of information obtained during the review of previously collected information should be addressed during this personal interview. Finally, we believe structured face-to-face interviews yield more consistent and accurate results than informal or unstructured interviews. Like advertising an open position and the telephone interview, the face-to-face structured interview has several functions: Detect any undesirable employment traits of applicants Select only the best qualified applicants Sell the applicants on accepting a job offer Generally, driver applicants aren't comfortable in a job interview setting. The interviewer is responsible for managing the interview. This begins with a warm welcome in an atmosphere conducive to conversation. Remember, the applicant is forming an impression of your company. Be friendly, but also be precise in what you say. Leave little room for interpretation. You should begin with an overview of your company, your mission, strategy, size, areas of operation, and stability. Next discuss the personality of your company and how the drivers fit into that personality. Explain the duties and responsibilities of the job and ask the applicant if he or she feels comfortable with them. Happiness or unhappiness is often the result of improperly developed expectations. Do not oversell the job. If you paint a rosy picture of the day-to-day life the driver can expect and it turns out something less than that, you will eventually lose him or her anyway. On the other hand, don't speak of the job in such negative terms that the applicant loses interest. Your task is to identify qualified applicants. Remember, misrepresented or miscommunicated expectations are a root cause of turnover and occasionally result in legal action.

OCR for page 70
F-7 HOW TO USE THE STRUCTURED INTERVIEW FORM 1. Complete the sections describing your organization. You can add, delete, or edit as appropriate for your needs. 2. Make enough copies so that one form can be used for each interview. 3. Before the interview begins, review the information on the form. Complete the following spaces: a. Applicant's name b. Your name and title c. Date of interview d. Time started. 4. Conduct your interviews as discussed in the previous section. 5. As the applicant responds, take notes. It will not be possible to write out every word - just jot down key points. 6. Review the information recorded with each question and rate the individual's response per the following scale: 5: Superior (significantly above criteria required for successful job performance) 4: Good (generally exceeds criteria relative to quality and quantity of behavior required) 3: Acceptable (generally meets criteria) 2: Marginal (generally does not meet criteria) 1: Unacceptable (significantly below criteria required for successful job performance). Occasionally, an applicant's response will give no clear-cut indication as to his potential performance in a specified area. When this occurs, rate 0. There will sometimes be indications that the person behaves differently under different conditions. Do not hesitate to give a range, for instance, 4-2 (which means that on some occasions they are more than acceptable, while on other occasions they may be less than acceptable). Finally, when an applicant's performance falls slightly above or below a particular number, do not hesitate to use a + or a - sign to suggest the direction in which you are leaning. Regardless of your hiring decision, make the structured interview form a part of the applicant file.

OCR for page 70
F-8 STRUCTURED INTERVIEW FORM Categories: I. Company Background II. Basic Driver-Applicant Information III. Understanding the Job IV. Safety V. Interpersonal VI. Stability/Tolerance VII. Reliability VIII. Composite Sheet I. COMPANY BACKGROUND Our company was founded in ____________. We operate in _____ states. We are a ________________________________________ (include brief description of your company and its history). We have __________ locations and operate ____________ power units. Our company philosophy is ____________________________________________. We attempt to hire drivers who _______________________________________________________. When you join our company, you can expect _________________________________. We have ____________ drivers. The average length of time on the road is ___________________. You can expect to be home___________________________. Include information on: Pay Scales & Systems Incentive Programs Award Programs Equipment Types & Assignment Dispatch System

OCR for page 70
F-9 II. BASIC DRIVER-APPLICANT INFORMATION Name: _____________________________________________________________________ Age: ________ Current Address:_________________________________________________________________ Current Place of Employment: ______________________________________________________ ______________________________________________________________________________ Why Does He/She Want to Leave?___________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Education Level:_________________________________________________________________ When Did He/She Take Their First Job?______________________________________________ Average Stay with a Company:_____________________________________________________ Expectations of This Job:__________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Questions on Previous Employers Besides the Latest One. ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Questions on Violations & Accidents Listed on the Application. ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Questions on Previous Employer Responses. ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

OCR for page 70
F-10 Questions on Licenses & Experience. ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Any other questions that arise as a result of information obtained during previous steps in the hiring process. ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ III. UNDERSTANDING THE JOB 1. What do you like best about your job as a driver? Give me examples. Like Best Why 2. What do you like least about your job as a driver? Give me examples. Like Least Why 3. What are your standards of success in your job? What have you done to meet these standards? Standard Action Result 4. In your current or most recent position, how do (did) you define "doing a good job?" Are (were) you doing a good job? How do (did) you know? Give us examples. Definition Action Result 5. What do you think it takes to be a top-notch driver? How do you match up? Standard Result 6. What makes the job of driving difficult for people? What makes it difficult for you? Definition Result

OCR for page 70
F-11 Notes: ______________________________________________________________________________ ______________________________________________________________________________ IV. SAFETY 1. Everyone has had to bend rules, at times, to get a job done. Share some examples of when you had to do this. Situation Action Result 2. Give some examples of safety requirements that were part of your job at ___________. How did you honor these requirements? Requirement How Honored 3. Give me an example of when you recognized and corrected an unsafe situation. Situation Action Result 4. What kinds of accidents or near accidents have you had? (Probe for a cause.) Accident Cause Result 5. What is the difference between a safe driver and an unsafe driver? Difference Result 6. In most cases, which factor contributes most to accidents (e.g., road conditions; traffic; other drivers; weather; visibility; you, the driver)? Factor Result Notes: ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

OCR for page 70
F-12 V. INTERPERSONAL 1. How much customer interaction do (did) you have on your job? What are the pros and cons of dealing with customers? Amount of Interaction Result 2. Sooner or later, we have to deal with a customer who makes unreasonable demands. Think of a time when you had to handle unreasonable requests. What did you do? Situation Action Result 3. Have you ever had to go the "extra mile" to satisfy a customer? Give me an example. Situation Action Result 4. Contrast times when you have been effective in handling customer complaints and times when you have not. What did you do differently in these situations? Effective Ineffective Difference 5. Give me an example of when you recognized and corrected an unsafe situation. Situation Action Result 6. What is the key to dealing successfully with others? Key Result Notes: ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ VI. STABILITY/TOLERANCE 1. Everyone loses his or her temper once in a while. Tell me about the time when you last lost your temper. What led up to it and what was the result? Situation Result

OCR for page 70
F-13 2. What kinds of pressure do you feel on the job? Tell me about them. Have you dealt with them? Pressure When, How Coped? Effect 3. What are the highest pressure situations you have been under in recent years? How did you cope? Situation Result 4. How do you deal with someone who is obviously trying to give you a hard time? Situation Result 5. By hiring an employee, our company is making a financial investment. Why should we invest in you, ______________________ ? (name) Answer 6. How does someone really get under your skin? Situation Result Notes: ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ VII. RELIABILITY 1. Our bosses are not always completely satisfied with the way we do things. Can you give me some examples of when this happened to you? Project Action Result 2. What personal sacrifices do (did) you make to do your job effectively? Situation Sacrifice (Why?) Result 3. What are some valid reasons for not living up to a commitment? Reasons Result 4. In doing a job, sometimes we have to make a trade-off between quality and quantity.

OCR for page 70
F-14 How do you decide? How Notes: ______________________________________________________________________________ ______________________________________________________________________________ VIII. COMPOSITE SHEET UNDERSTANDING THE JOB Has a distorted or inaccurate Has a fairly well balanced Knows what the job entails, view of the driving job. May perspective. Understands what clear picture of what it's all have glorified view - sees the the job entails for the most part. about and what he/she needs to good, but not the bad. do to succeed. 1 2 3 4 5 Notes: ______________________________________________________________________________ ______________________________________________________________________________ SAFETY Seems unaware of safety issues. Aware of some, but not all Recognizes extreme impor- Willing to let some safety issues crucial issues. Does most of the tance of safety. Follows regs slide (e.g., pre-trip). Doesn't important things. Believes and SOPs to the "T". Believes take ownership of safety he/she is partially responsible. he/she is totally responsible for problems--points to others, safety problems. believes he/she can't make a difference. 1 2 3 4 5 Notes: ______________________________________________________________________________ ______________________________________________________________________________

OCR for page 70
F-15 INTERPERSONAL Rude, offensive, argumentative. Hot and cold. Works O.K. with Cordial, respectful, co- "It's not my job" and does the some, has trouble with others. operative. Eager and willing to minimum needed to get by. Will help out at times when help others in need of convenient and when he/she feels assistance. like it. 1 2 3 4 5 Notes: ______________________________________________________________________________ ______________________________________________________________________________ STABILITY/TOLERANCE Impulsive, flies off the handle. Can react when "hot button" is Restrained, steady, calm, Argumentative. Rigid. Has pushed. Likes consistency. Will relaxed. Flexible, will go with difficulty dealing with shifting tolerate only so much, then will the program. Will tolerate priorities. Unwilling to put up put his/her foot down. inconveniences when required. with difficulties or inconveniences. 1 2 3 4 5 Notes: _____________________________________________________________________________ _____________________________________________________________________________ RELIABILITY Careless with respect to Keeps commitments some - Responsible - takes commitments, casual about his/her times - depends on commitment seriously. Will go responsibilities. Unreliable. circumstances, but will usually out of his/her way to get the job Cannot be counted on for much come through. Will not really done. Can be counted on to of anything. push himself when he/she should. come through for the company. 1 2 3 4 5 Notes: _____________________________________________________________________________ _____________________________________________________________________________