When an organization wants to assess individuals as 'applicants,' an additional resource - an Interview Guide - is available to help make more effective hiring or promotion decisions. This same interview guide can be used as a resource for trainers and teachers who work to develop future workers' critical soft skills in a classroom or other training environment.

Background

During the video-delivered assessment process individuals confront competencies measured by the program in a variety of work-related situations. The Interview Guide identifies those competencies in which an individuals' responses are inconsistent: sometime the individual may choose the most effective response to a situation -- other times, a less effective response. To help better understand an individual's level of effectiveness regarding the skill(s) in question, LRI provides - at no cost - an Interview Guide you can print out along with a Feedback Report.

LRI Interview Guides are structured to provide:

Interview Guide Content

General questions about the job's responsibilities: one sample could be: "This position requires that you make presentations to groups of people. To what size groups have you presented to, for what purpose and what type of preparation was required?" Interviewers are provided with information as to what might constitute effective and ineffective responses.

Specific questions - 'mini-simulations': these relate to the specific competencies being measured by the assessment instrument. An example from a customer service Interview Guide might be: "You may be called upon to handle a variety of customer situations. One challenging type involves customers who make unreasonable or unjustified demands. If you were confronted with this type of situation, how would you handle it?"

Examples of Effective Behavior are then provided as cues for the interviewer; for example:

• Demonstrate an understanding of the customer's problem and show empathy for the individual's feelings of anger, frustration, etc.
• Apologize for any inconvenience

Examples of Ineffective responses:

• Demonstrate a reluctance to personally handle the situation
• Tell the customer that 'policy' prohibits meeting the customer's demand and avoid further explanation

Other general skills are identified with cues provided for effective and ineffective behavior. For example:

• Oral communications
• Interpersonal skills

LRI Interview Guides also provide numerous opportunities for organizations to customize the reports to meet their own specific needs.

For more information on LRI Interview Guides, or to review a guide for a specific assessment program, please click here to identify the program:

Customer Service (CSR)
Office Success Skills OSS
Retail Sales (RTL) for a copy of this Guide, please contact LRI
Sales System (Business to Business) (SAL)
Supervisory Skills (SMP) for a copy of this Guide, please contact LRI
Managerial Skills (SMS) for a copy of this Guide, please contact LRI
Bank Teller (TFS)
Workforce Readiness Skills - Personal Qualities Module (PQS)
Workplace Success Skills (WSS)

For additional information, please contact: