IHG-Competency-Based-Interviewing-行為勝任能力面試技巧

6+CompetencyBasedInterviewing

行為能力面試技巧IceBreaker破冰游戲TRUEORFALSE?真的還是假的？ Everyonethinkof3interestingfactsaboutyourselforyourlife…每人回憶有關(guān)自己本人或自己生活的三件有趣的事情 2ofthemaretobetrueand1ofthemfalse!

其中兩件是真的，一件是假的 3minutestothink給大家三分鐘的思考時(shí)間 Askyoutotellthegroupthe3facts,andwewilltryandguesswhichoneisfalse請(qǐng)將這三件事講給其他人聽(tīng)，大家來(lái)一起試著猜猜看哪一件是假的。 Letsgo!!請(qǐng)開(kāi)始吧!!3+ProgrammeObjectives課程目標(biāo)BytheendoftheProgrammeyouwillbeableto在本課程結(jié)束時(shí)，你將能夠:StatetheimportanceoftheSelectionProcess陳述甄選過(guò)程的重要性Identifythestagesofaselectioninterview識(shí)別甄選面試的階段ExplainthetheoryandgiveexamplesofBehaviouralInterviewing解釋理論并給出行為面試的例子CompleteappropriatepreparationpriortoconductingaCompetencyBasedinterview在進(jìn)行行為能力面試之前完成充分準(zhǔn)備Demonstratethetechniquesinvolvedinselectingtherightpersonforaposition演示為合適職位甄選恰當(dāng)人選所包括的技巧ConductaCompetencyBasedInterviewtothestandardofthecompany按照公司標(biāo)準(zhǔn)進(jìn)行行為能力面試4THEIMPORTANCEOF

THESELECTIONPROCESS

甄選過(guò)程的重要性

Session1

第一部分6+TheImportanceoftheSelectionProcess甄選過(guò)程的重要性

Objectives課程目標(biāo)Bytheendofthissessionyouwillbeableto本章節(jié)結(jié)束時(shí)，

你將能夠:

Definetheterms“Recruitment”and“SelectionInterviewing”

定義”招聘”與”甄選面試”兩個(gè)術(shù)語(yǔ)Listthebenefitsofselecting“therightperson”foragivenjob

列舉為某一工作甄選恰當(dāng)人選的好處Listtheessentialcharacteristicsof“therightperson”andexplainwhythesearesonecessary列舉恰當(dāng)人選的基本特征并解釋其必要性Explainwhatismeantbytheterm“fit”解釋“合適”這一術(shù)語(yǔ)的意義6AttractingtheRightCandidate吸引恰當(dāng)?shù)暮蜻x人

Thepersonwhois“right”willmatchthetechnicalskilllevel,thecompetenciesrequiredtodothejobandfitintotheteam.恰當(dāng)?shù)娜诉x要符合技能水平、工作所需能力及融入團(tuán)隊(duì)的要求 Wearenotlookingforthebestofabadbunch!我們不是要在瘸子里面挑將軍7“Aconversationwithapurpose”有目的雙方談話“Atwowaycommunication:notaninquisition,thirddegreenoranexaminationunderpressure”“一種雙向的交流:并非審訊、訊問(wèn)，也不是壓力下的考試”DefinitionofanInterview面試的定義8

In2Groups–Workbooks分成兩組－－按照學(xué)習(xí)手冊(cè)的指示Discuss&estimatethecostofhiringabandasupervisorforadepartmentinyourhotel,untiltheyareconfident.Considerallcosts!討論&估計(jì)為本酒店招聘一名部門(mén)主管的成本，直到其加入酒店開(kāi)始工作。請(qǐng)考慮所有的花費(fèi)！Assumethesalaryabasicsalaryof$..….permonth,therefore$…….peryear假定其基本月薪是X

X

，年薪是XX10minutesingroups–useflipchart每組有十分鐘的時(shí)間－－可以使用白板架Exercise2

練習(xí)二8.2“Thepersonalattributesandmodesofbehaviourthatindividualsneedtodisplayinordertobeeffectiveintheirjobs”為了使得工作更有效，個(gè)體需要表現(xiàn)出來(lái)的個(gè)人特性和行為模式BehaviouralCompetencies行為能力9Hireasis,

don’texpectchangeandthenany

improvementisabonus!·(Justlikemarriage)招聘同招親的道理是一樣的，不要期望對(duì)方有顯著變化；如果有任何提高，就算是額外收獲！15RecruitmentEquation招聘因素(COMPETENCE+FITT)xINVESTMENT=GROWTH（能力＋合適）X

投資＝增值 (C+F)xI =G (10+10)x4 =80 (10

+10)x10 =200

Training,Development,PerformanceReview,

Coaching,Feedbacketc.培訓(xùn)，發(fā)展，表現(xiàn)評(píng)估，指導(dǎo)，反饋等C+F×I=G16THESTRUCTUREOFTHEINTERVIEW

面試結(jié)構(gòu)

Preparation&Contact

準(zhǔn)備與接觸

Session2

第二部分17+THESTRUCTUREOFTHEINTERVIEW

面試結(jié)構(gòu)Objectives課程目標(biāo)Bytheendofthissessiondelegateswillbeableto本章節(jié)結(jié)束時(shí)，學(xué)員能夠:Statethestructureoftheinterviewprocess闡述面試過(guò)程的結(jié)構(gòu)Explaintherequiredpreparationpriortoconductinganinterview解釋進(jìn)行面試之前需要作的準(zhǔn)備工作Explainhowtoensureasuccessfulcontactstage解釋如何確保一個(gè)成功接觸的過(guò)程17PreparationbeforetheInterview

面試前的準(zhǔn)備

ReadJobDescriptionandEmployeeSpecification閱讀崗位職責(zé)與員工職位要求Familiarisewithcompetencydefinitionsandindicators熟悉能力的定義和指標(biāo)ReadC.V.orapplicationform閱讀簡(jiǎn)歷或職位申請(qǐng)表Formanagendaofthemainpointstobecoveredandplanquestions制定包括了要點(diǎn)的議程并計(jì)劃問(wèn)題Ifappropriate,meetwithpersonneliftheyhavescreened如果合適，與已經(jīng)面試過(guò)候選人的同事先進(jìn)行溝通Ensuresufficienttimefortheinterview,freefrominterruptions確保有足夠的面試時(shí)間，而且避免有干擾Organiseaquietplaceandplanseatingarrangements安排一個(gè)安靜的場(chǎng)所并確定座位安排18.1JobDescriptions崗位職責(zé)Accurate

精確Brief簡(jiǎn)單Clear清晰18.2EmployeeSpecification

員工職位要求18.3TheApplicationForm職位申請(qǐng)表

Howlonghastheapplicantbeenineachjob?申請(qǐng)者在之前每份工作的在職時(shí)間是多久？Doesthejobhistoryshowasteadyprogression?之前的工作是否有穩(wěn)定的進(jìn)展？Whatarethereasonsforleavingthepreviousjobs?離開(kāi)前一份工作的原因是什么？Whataretheprogressionofleavingsalaries?離職時(shí)工資的進(jìn)展情況？Personaldetails-age,mobility,domestics,maritalstatus個(gè)人信息－－年齡，聯(lián)系方式，家庭，婚姻狀況Whathobbiesdotheyhave?-gregariousorloner有哪些個(gè)人愛(ài)好？－－社交型或獨(dú)處型Iseverysectioncompleted?是否所有內(nèi)容均填寫(xiě)完整？FDDFBDT19TheContactStage接觸階段

Don‘tleavethemwaiting不要讓他們長(zhǎng)時(shí)間等待Welcomethemwarmly-Smile&shakehands熱情歡迎－－微笑并握手Introduceyourself-Offerteaorcoffee自我介紹－－提供茶水或咖啡Sitinareasonablyrelaxedmanneryourself讓自己在輕松自然的狀態(tài)下落座Avoidphysicalbarriers避免兩人之間有障礙物Explaintheformatoftheinterview解釋面試的形式Explainthatyouwillbetakingnotes解釋自己會(huì)進(jìn)行記錄Establisharapportusingneutralquestions用中性問(wèn)題建立融洽的氣氛70%/30%20THESTRUCTURE

OFTHEINTERVIEW

面試結(jié)構(gòu)

Control&Close

掌握與結(jié)束

Session3

第三部分21+CONTROL&CLOSE掌握與結(jié)束Objectives課程目標(biāo)Bytheendofthissessionyouwillbeableto在本章節(jié)結(jié)束時(shí)，你將能夠:Explainwhatareasneedtobecoveredduringthecontrolstageandwhytheseareimportant解釋在掌握階段需要包含的內(nèi)容以及其重要性Explainhowtocloseanintervieweffectively解釋如何有效地結(jié)束一次面試21KEYAREASFORQUESTIONS問(wèn)題領(lǐng)域

Employment工作經(jīng)歷Education教育背景Plansforfuture未來(lái)規(guī)劃Hobbies興趣愛(ài)好DomesticCircumstances家庭環(huán)境22BEWAREOFHALOS&HORNS

小心不要落入天使光環(huán)陷阱或惡魔尖角陷阱23TYPESOFQUESTIONSTOAVOID

應(yīng)當(dāng)避免的問(wèn)題類(lèi)型

Closed封閉式問(wèn)題Leading引導(dǎo)性問(wèn)題Multiple多重問(wèn)題Hypothetical假設(shè)性問(wèn)題Confusing迷惑性問(wèn)題AgreementSeeking尋求一致性問(wèn)題24LISTENINGEFFECTIVELY有效的傾聽(tīng)EarsforHearing耳朵用來(lái)聽(tīng)MindsforListening!!大腦用來(lái)傾聽(tīng)24.2LISTENINGPROCESS傾聽(tīng)過(guò)程25LISTENINGPROCESS傾聽(tīng)過(guò)程LISTEN傾聽(tīng)EVALUATE琢磨LISTEN傾聽(tīng)LISTEN傾聽(tīng)PLANREPLY盤(pán)算如何回答RE-HEARSEREPLY演練回答

LISTEN傾聽(tīng)26CLOSINGTHEINTERVIEW結(jié)束面試

Givethecandidatetheopportunitytoaskquestions給候選人提問(wèn)的機(jī)會(huì)Checkthattheyarestillinterested確定他們?nèi)匀怀錆M(mǎn)興趣Letthemknowthenextstageis讓他們知道下一步將要進(jìn)行什么Thankthemforcoming感謝他們前來(lái)面試Becarefultoleaveagoodimpression注意要留下一個(gè)好的印象Walkhim/herout送他/她出門(mén)26.2THETHEORYOFBEHAVIOURALINTERVIEWING

行為面試的理論

Session4

第四部分27+THETHEORYOFBEHAVIOURALINTERVIEWING

行為面試的理論Objectives課程目標(biāo)Bytheendofthissessionyouwillbeableto本章節(jié)結(jié)束時(shí)，你將能夠:ExplainthetheorybehindBehaviouralInterviewing解釋行為面試所包含的理論Explainhowtoreadthe“Monitor”解釋如何了解“防備心理控制器”Giveexamplesofsuitablequestionstouseineachareafordiscussion舉出每個(gè)部分所用到的合適的問(wèn)題例子以供討論。27BehaviouralInterviewing行為面試BehaviouralInterviewingmeans...行為面試包括Gatheringrelevantinformationinpredeterminedareas為預(yù)定的領(lǐng)域收集相關(guān)信息Gettingtheapplicanttotalkaboutthemselves請(qǐng)面試者談?wù)勊?她們自己Collectingdetailsofactualpastperformance收集面試者真實(shí)的以往工作表現(xiàn)28TheInertiaModel慣性模式Behaviour行為T(mén)ime時(shí)間OldJob以往的工作NewJob新工作29Semantic語(yǔ)義式：“Champagne”“香檳酒”Episodic情節(jié)式:TwoTypesofMemory兩種記憶模式30SemanticV‘sEpisodic語(yǔ)義式與情節(jié)式Whatdoyouthinkofyourpresentjob?你認(rèn)為你目前的工作怎么樣？Whatwasyourworstmomentat...?你最糟糕的時(shí)候是在……?Whydoyouwanttoworkforus?你為什么想為我們工作?Wherewereyouwhenyoudecidedtoapplytous?當(dāng)你決定到我們這里申請(qǐng)工作時(shí)，你在哪里？Howwouldyouhandleaguestcomplaint?你怎樣處理客人投訴？Whathappenedthelasttimeyouhadtodealwithaseriousguestcomplaint?你上一次處理客人強(qiáng)烈投訴是什么情形？HowdoyoufeelaboutmovingtoXXX?來(lái)到XXX你感覺(jué)如何？Whathappenedthelasttimeyouhadtomovetotakeanewjob?你上一次為換新工作而不得不搬家的情形是怎么樣的？Doyouthinkyoufitinwiththisdepartment?你認(rèn)為你適合這個(gè)部門(mén)么？Whatstandsoutfromyourfirstweekinyourpresentdepartment?你在目前的部門(mén)第一周都發(fā)生了什么事？30.2MemoryStorage記憶儲(chǔ)存31

MemoryStorage記憶儲(chǔ)存32TheMonitor防備心理控制器SEMANTICe.g.“howdoyoufeelabout…?”語(yǔ)義式的例子“你對(duì)－－感受如何”Whatisanacceptableanswer?可以接受的回答是什么？Eyesflickdown-monitorON目光下移－－產(chǎn)生防備心理 Acceptableanswertoplease...給出可以接受的回答EPISODICe.g.“Whatdidyoudowhen...?”情節(jié)式的例子“當(dāng)…時(shí)候你在做什么？”Whatdidhappentomethen?然后我做了什么？Eyesflickup-monitorOFF目光上移－－放下防備心理Detailsofrelevantepisode...相關(guān)情景細(xì)節(jié)Questionasked...提出問(wèn)題Intervieweethinks面試者思考Intervieweereacts面試者反應(yīng)Intervieweeanswers面試者回答42PropertiesofanEpisode情節(jié)式的特征Time時(shí)間 - When?何時(shí)Place地點(diǎn) - Where?在哪里？People人物 - Names?姓名Sequence過(guò)程 - Beginning/Middle/End 開(kāi)始/發(fā)展/結(jié)束B(niǎo)ehaviour行為 - WhatdidYOUdo?

你做了什么？Consequences結(jié)果 - WhatdidYOUdonext? 你接下來(lái)做了什么？33PropertiesofanEpisode

情節(jié)式的特性Time時(shí)間- When?

何時(shí)？Place

地點(diǎn)- Where?

在哪里？People人物- Names?

姓名？SITUATION

情形35Situation

情形 Thecontextinwhichtheincidenttookplace

事件發(fā)生的前后聯(lián)系How&whyitoccurred

如何發(fā)生的，為什么會(huì)發(fā)生Probes探查Describeasituationwhen.…描述一個(gè)情形當(dāng)－－－ Whatleduptothesituation?

是什么導(dǎo)致了這種情形？Whowasinvolved?

涉及的人？Whatwastheproblem?

問(wèn)題是什么？36PropertiesofanEpisode

情節(jié)式的特性Sequence過(guò)程 - Beginning/Middle/End

開(kāi)始/發(fā)展/結(jié)束B(niǎo)ehaviour 行為 - WhatdidYOUdo?

你做了什么？BEHAVIOUR行為37Behavior

行為

Thestepsundertakentoaddressthesituation

描述情形所采取的步驟Probes探查Whatstrategiesdidyouusetoachieveyourgoal?

為了達(dá)到目標(biāo)，你使用了什么策略？Whydidyoudecideonthatcourseofaction?

你為什么決定用那種舉措？Werethereanyobstacles?有什么困難嗎？Whatwereyouthinking/feeling?

你在想什么？感受到了什么？38PropertiesofanEpisode情節(jié)式的特性Consequences結(jié)果 - WhatdidYOUdonext?

接下來(lái)你做什么？OUTCOME

結(jié)果39Outcome結(jié)果

Theoutcomeoftheaction

行為結(jié)果Whathappenedastheresult

結(jié)果發(fā)生了什么事Probes

探查

Whatwastheoutcome?Whathappened?

結(jié)果是什么？發(fā)生了什么事？Whatwouldyoudodifferentlynexttime?

下次你會(huì)有什么不同的做法？40S.B.O.情形－行為－結(jié)果Whatwasthesituation…?當(dāng)時(shí)的情形是…？Whendidthishappen…tellmemore…?

是什么時(shí)候發(fā)生的？請(qǐng)?jiān)俑嬖V我一些……？Whowasthere?有誰(shuí)在那里？Whathappenednext?接下來(lái)發(fā)生了什么事？Whatexactlydidyoudo?你具體做了什么？Whatdidyoudonext?

接下來(lái)你做了什么？Whatwastheoutcomeofyourefforts?

你努力的結(jié)果是什么？Whatimpactdidthishave?

事后的影響是什么？FFFFFFPPPTheinformationyouwant你想要的信息41ProbingforSituations,BehaviourandOutcomes

對(duì)情形、行為和結(jié)果的探查SBOProbe探查RealmofPastExperiences過(guò)去的經(jīng)驗(yàn)領(lǐng)域34Competency–DriveforResults

能力－－成效驅(qū)動(dòng)Tellmeaboutanoccasionwhenyouhavefeltunderpressureatworktoachieveaparticulargoal?告訴我你為某個(gè)特定目標(biāo)而感覺(jué)在壓力下工作的一個(gè)情形Describethesituation?描述該情形.Wherewereyou?當(dāng)時(shí)你在哪里？Whowasinvolved?所涉及的人都有誰(shuí)？Whathappenedexactly？具體發(fā)生了什么事？Howdidyoureact?你的反應(yīng)是什么？Whatweretheconsequences?結(jié)果怎樣？43THEDECISIONPROCESS

決定過(guò)程

Session5

第五部分46Quote引用名言 “Inanidealisedworld,ouraimwouldbeallpersonsinjobsperfectlysuitedtothemandsociety.Thisaimassumesthateachpersonshouldusehisabilities,temperamentandmotivationinthebestpossiblewayforhim;italsoassumesthatsocietywillmakethebestpossibleuseofitstotalmanpowerresources” “在一個(gè)理想的世界里，我們的目標(biāo)是讓所有人都有一份合適自己和社會(huì)的工作。此目標(biāo)假設(shè)每個(gè)人都要把自己的能力、氣質(zhì)和士氣發(fā)揮到極至；另一方面，也假設(shè)社會(huì)能夠最大程度地利用其全部的勞動(dòng)力資源.”

MarvinDunnette(1967)47Repentatleisure!!!則不達(dá)!!!Recruitinhaste...欲速Remember…請(qǐng)記住48TheDecisionProcess決定過(guò)程O(píng)bjectives課程目標(biāo) Bytheendofthissessionyouwillbeableto本章節(jié)結(jié)束時(shí)，你將能夠:-

ExplainhowtocompleteanInterviewAssessmentForm解釋如何完成面試評(píng)估表Listthea