BBI

MDP © Copyright 2000 Four Seasons Hotel, Ltd.

Welcome to

Theory of Behavior Based Interviewing


Commonly Asked Questions

• What questions do you ask most often in an interview?


What are some of the effects of selecting

the wrong person for the job?

• Turnover in department• Low morale• Training costs• Service to guest is compromised• Negative guest comments


Insert your Hotel’s cost for each

employee turnover• HERE• And any other pertinent turnover

information• Keep it to this one slide, or you will

throw off the slide numbers in the Leader’s Guide!

• Proof read your new slide and save in your files


Goals & Objectives• Goal: To increase the efficiency &

effectiveness of the way you interview so that you will be better able to predict success on the job.

• Objectives:• Introduce participants to the basics of

Behavior Based Interviewing so that they are able to describe the concept, and the Four Seasons standard of interviewing.

• Identify ‘Best Fit’ employees, and go ‘beyond the gut’ using the Four Seasons Behavior Based Interviewing process.

• Increase self confidence in interviewing through practice.


History of Behavior Based Interviewing

• Introduced company wide Jan. 2001• Interviewer asks questions to

measure the applicants past work behavior= indicator for the future

• HR conducts initial application screen

• HR then conducts BBI and process begins (Department Head, Division Head, Executive Office)


The value of BBI and why

we use the process:• It keeps us from relying on our

“gut feelings”.• It helps us discover a

candidate’s past behavior, which often predicts future behavior.

• It helps us learn what a candidate actually did vs. what a candidate might hypothetically do.


Ask Yourself …Can they do it?

Do you like them?

Vs.

Do you like them?Can they do it?

Adapted from Hire With Your Head, Lou Adler, 1998.


Fight the tendency to make a decision in the first

10 minutes.It could be completely

different after 30 minutes.

The good could get worse.The bad could get better.

Adapted from Hire With Your Head, Lou Adler, 1998.


Common Mistakes:• Failing to establish rapport• Not knowing what to look for• Concentrating exclusively on the applicant as a person• Not remaining silent or listening enough• Incorrectly interpreting information obtained from the

applicant• Being unaware of or not dealing with biases &

stereotypes• Being overly influenced by one characteristic or trait• Making a decision based on ‘gut’ instinct• Conducting a poorly structured interview• Failure to control or direct the interview• Asking closed questions


We often look at…

• Personality• Handshake• Friendliness• Social Confidence• Assertiveness• Appearance• Extroversion• Verbal Communications


Instead of…

• Whether or not the person has the key functional and core competencies to do the job…


Core & Functional Competencies

• Core Competencies- are behavioral skills that Four Seasons is looking for in all applicants

• Functional Competencies- are job related/technical skills


FS Core Competencies:“A.S.P.E.C.T.”

•Adaptability/Flexibility•Service Passion•Professionalism•Ethic for Work/Integrity•Communication Skills•Team Player


Guidelines for Effective Interviewing:

Building Rapport• Casual

conversation• Don’t make

assumptions about nervousness

• Smile• Shake hands and

introduce yourself by name and title

• Relax: display open body language

• Never talk about current stress

• Say how long the interview will last

• Explain the structure


Guidelines for Effective

Interviewing:Active Listening

• Body language• Nods• Rephrasing• Restating• Encouraging• Reflecting• Summarizing• Eye Contact

• Ask questions• Avoid

interruptions• Be patient • Empathize• Listen for what is

not said• Avoid emotions• Be quiet


Guidelines for Effective Interviewing:Take Notes

• Don’t rely on memory – a short pencil is better than a long term memory

• Be open about taking notes • Record descriptions of actual behavior,

not judgments; facts not opinions• Use “EAR” to organize your notes• Expand on your notes after the

interview, while it is still fresh in your mind


Behavior Based Interview Questions

• Use behavior based questions…what are they?

• Questions that ask candidates to talk about a specific event, situation, or incident, and relate to what they did, said, felt, etc.

• This description of past behavior should give us an idea of what they would do in a similar situation.


Using the Behavior Based Questions

• Probing, or follow up questions are used to gain more information, and/or clarify a response.


E.A.R.

E – What was the Event?A – What Action did the person

take?R – What were the Results?


What information did you gather using the Behavior

Based questions?• Stage 1 & 2 (& sometimes 3)

interviewers ask 1-3 BB questions for each of their assigned ASPECT competencies.

• They then compare the responses to the competency profile to assess if the candidate is ‘unacceptable’, ‘satisfactory’, or has ‘strength in that competency.


Four Seasons Interview Process

• Four (4) Stages:• Stage 1: HR screen + Behavior Based

Interview• Stage 2: Manager (DH or Asst) –

Behavior Based Interview• Stage 3: Division Head – Further

probing with BBI questions• Stage 4: GM/Exec – culture & growth.


Stage 1: HRInitial Screen +

Interview• Verify applicant’s resume &

application• Provide written benefits information• Explain base compensation• Explain interview process• Conduct Behavior Based interview • Complete profile & make

recommendation


Stage 2:Department Manager• Outline interview structure• Briefly explain job expectations• Conduct Behavior Based interview

for functional competencies• Conduct Behavior Based interview

for core competencies• Follow up in Human Resources areas• If appropriate, tour work area• Complete profile & make

recommendation


Stage 3:Division Head

• Gather additional information requested by stage 2 interviewer to finalize decision

• Ask candidate for their impression of what it means to work for Four Seasons – what does the hotel brand stand for?

• Review candidate profile & assess for “best fit” within current department team

• Complete profile & make recommendation


Stage 4:GM / Exec

• Outline expectations of what it means to be a Four Seasons employee

• Provide general information about the company

• Discuss growth and development opportunities, as appropriate


Test Your BBI Knowledge!

• Turn to page 13 in your manual• Try to answer as many of the questions

without looking at your notes.• Be sure you have all the correct answers

recorded before you leave class, so you can refer back to it for quick answers later.

• Good luck with the quiz AND BBI!

BBI

Documents

Transcript of BBI