Welcome to the February 16, 2005 issue of The Total View

Published by Success Performance Solutions, Written by Ira S. Wolfe

Visit our Human Resources Blog and Perfect Labor Storm Blog where we can post daily (and more often) human resource updates, news, and Perfect Labor Storm facts. 

What's Inside:

1.  Let's Talk About Job Fit
What follows is a transcript from a few minutes of a conversation I recently had with a human resource manager for a small employer. We talked about job fit.

DIANNA: HR types like me talk about this mysterious and elusive "job fit" as if it is the ultimate panacea for all things wrong with employees. What is it really and how do we know we have it?

IRA: Well, Dianna, I agree we talk about job fit a lot but it is really not all that mysterious. The fact is that we tend to get along best with people who are like us. It has nothing to do with unfair discrimination; it is simply a comfort issue. Each of us tends to feel more relaxed and comfortable in the presence of other people who share similar goals, values, and outlooks. For the same reasons we tend to work better with similar people.

DIANNA: Ok, that makes sense and I totally agree that it is critical to learn what makes people tick? But isn't that getting a little too personal?

IRA: Excellent point. While the following definition isn't totally accurate according to the science of psychology, I separate tests into two categories - psychological and personality. Psychological tests were constructed to diagnose clinical pathology and mental health disorders. The personality tests we recommend are based on job - related traits and behaviors of normal behaviors. Most of the personality traits and behaviors are observable to other people and therefore aren't really invading an individual's privacy.

DIANNA: I'm a bit confused. If these personality tests only provide an employer with information that is obvious, what good are they?

IRA: I didn't mean to infer obvious, but observable. If a manager has the time to interview a candidate, place them in situations similar to those they'll face on the job, and - this is really important - is a very good observer and listener, the tests will be effective but possibly less important in uncovering hidden flaws or weaknesses.

DIANNA: That makes me feel a little better.

IRA: One of the biggest benefits of using a personality test or tests is not about exposing deep hidden secrets but the ability of the manager to get an accurate picture of the employee without having to spend hours and hours of interviewing and background checking. Besides not having the time, many managers aren't very good observers and listeners.

DIANNA: I guess that is where HR people help.

IRA: That is true except…….while a third party might know how to ask the right questions, observe the behaviors and listen to the responses for accuracy and job fit, the HR folks, recruiters and the like won't understand the job the same way as a manager of that job, many of whom actually performed the job in the past. It's still important that the manager or direct supervisor be involved.

DIANNA: As a career HR professional, I'm not sure I agree.

IRA: Let me give you an example. Let's say you are the HR manager and your boss tells you to find a sales replacement. The job requires that this person is extremely competitive, assertive and confident. Sales in your company is somewhat cut-throat. Sales people are responsible for getting their own leads and negotiating the sale. The marketplace is over-crowded and margins are slim.

DIANNA: I'm still not convinced I couldn't do a good interview and identify a top salesperson.

IRA: I'd agree. What I'm saying is that not everyone has your skill and experience. My experience has shown that many top salespeople and executives turn off the front-line people. They view competitive, assertive and confident as aggressive, arrogant and not a good team player. I'm not here to convince HR professionals to use personality tests, but to help the millions of small business owners and managers who don't have the time or skills to thoroughly check out candidates before they hire employees.

DIANNA: I've got it now. What happens is that this perfect job fit submits a resume. He calls the company and asks to speak with the V.P. of Sales. His assistant screens the calls. The candidate refuses to take no for an answer. He continues to call, including over the lunch hour and early morning, when he hopes the assistant is away from her desk. The candidate's behavior demonstrates "persistence and drive", exactly what the V.P. was looking for. The assistant is turned off and in fact describes him as a "bull in a china closet." End of story.

IRA: You are absolutely right. His resume goes right to the bottom of the pile, or even the circular file. She tells the V.P. that this candidate "just wouldn't fit in with our customers". The V.P. doesn't have the time to screen the dozens of resumes or call the candidates, so he accepts her opinion. A high potential candidate is turned away because personal preference got in the way of job selection. Going back to our original question, you must understand the job before you can screen or select candidates. Employee selection is all about hiring people who can do the job for your company, not necessarily hiring employees who can also be your best friend.

Receive the full transcript of Let's Talk About Job Fit

More about online personality tests

2. Perfect Labor Storm Alerts #351 to #355
http://www.perfectlaborstorm.com/facts.html

Don't miss day-to-day updates on Perfect Labor Storm. Save the Perfect Labor Storm blog to your favorites.

Fact #351: Half of current federal employees will be eligible to retire between now and the end of 2008, including 70 percent of supervisors. (Source: Bernard Hodes Group, Feb 2005)

Fact #352:  Half of the Federal air traffio controllers are eligible to retire over the next nine years. (Source: Bernard Hodes Group, Feb 2005)

Fact #353:  Scientists and engineers who are over 60 at the National Aeronautics and Space Administration outnumber those under 30 by nearly 3 to 1. (Source: Bernard Hodes Group, Feb 2005)

Fact #354:  Forty-three percent of the 650,000 civilians at the Department of Defense will be eligible in the next five years. (Source: Bernard Hodes Group, Feb 2005)

Fact #355:  Sixty percent of federal employees are over 45, compared with 31 percent in the private sector. (Source: Bernard Hodes Group, Feb 2005)

Don't be caught in storm without all the facts. "The Perfect Labor Storm Fact Book: Why Worker Shortages Won't Go Away" is a must-read leading edge forecast that predicts workforce trends for decades to come. Order your copy today - Only $7.95.

3.  Adult in Career Transition? MAPP Career Assessments is the 1st Step

For adults in transition, make positive life changes now. Assessment testing is the first step to establish your strengths and career goals. The MAPP Assessment is critical in helping you develop career plans and to tailor your education and re-training to fit yourl learning style and career goals.

The MAPP Assessment is a personalized career tool that will help you identify your strengths. You can match your results to 900 job descriptions online and research jobs that may be of interest to you. MAPP will help you concentrate on building skills and finding work within an area you enjoy.

More about career tests and assessments.

4. New! FREE Interview Question Guide Membership

SELECTPro(R) - The Automated Online Interview. Screen candidates over the web. Candidates provide written responses to customized interview questions online --ideal for a pre-interview screening or first interview.

SELECTPro(R) is web-based program that helps interviewers design and organize behavior-based selection interview in minutes. It also allows the interviewer to easily create a custom Interview Guide: a document (or script) that the interviewer uses to conduct a behavioral job interview.

Take a Tour and Sign Up for a FREE Interview Question Guide Membership.

5. Customer Service Excellence Starts Here

Customer Service Skills Profile
This easy-to-use assessment solves one of your biggest headaches in customer service - ensuring consistency in your staff's performance.
How? By giving employee a clear picture of their unique strengths and areas they need to work on - and the motivation to acquire all the skills of an all-around good customer service giver.
Employees can rate themselves in seven competency areas widely considered to be critical to the ability to provide exemplary service.

Customer Service Commitment Profile
The Customer Service Commitment Profile provides a measure of service commitment in order to align an individual's preference with the organization service policies and strategies. This assessment is available in both paper/pencil and online formats.

Learning Points: 100 Activities and Actions for Customer Service Excellence
In our increasingly competitive business world, it is beoming more and more important to provide the best possible service to customers. Your customer service representatives are in a unique position to keep your customers happy and coming back. With Learning Points: 100 Activities and Actions for Customer Service Excellence, you can be sure your employee know exactly what they need to do in any situation to provide the quality of service your company expects. And your customers deserve.

50 Activities for Achieving Excellent Customer Service
Deliver high-impact customer service training that makes a difference. Teach your representatives how to create memorable customer experiences and meet changing customer demands.

More about Customer Service Skills Excellence.

7. SPS Will Open Pre-Employment and Career Testing Center

SPS is moving in March to bigger and better facilities. Watch for more announcements and the "grand opening" of the SPS Pre-Employment and Career Testing Center at 2137 Embassy Drive, Suite 218, Lancaster, PA.

Syndication available - call us.