John was a successful physical therapist. With his practice expanding, he decided to hire an office manager and found the ideal candidate in Alice. She had the perfect resume – on paper, she was an “ace” – so he hired her the same day. But five months later, when he learned that Alice’s rough personality (undetected during the interview) was the major reason for his patients’ sudden lack of loyalty, he fired her. She sued him for breach of “implied contract,” as her probationary period was over. The court awarded her $550,000, and John was forced to sell his practice in order to comply with the judgment.
There are four aces in hiring. However, it’s not about playing cards; it’s about picking people who will help you win. These aces are your most important “hiring cards,” or tools, yet they are not equal in value. You must know exactly what you want to measure and in which order to avoid John’s kind of experience.
Your four aces of selection are, in the proper sequence:
Performance mindset. This is your ace of diamonds. Detecting high performers is your top priority. The number one reason you hire someone is to get the job done — no matter what that job is. Most business owners and hiring managers evaluate candidates with their heart rather than with their head. Emotions control the process.
What you need to consider is this: (a) Does the applicant mention measurable results/achievements in his or her resume or job application? (b) Are there references to support those achievements? (c) Does the applicant provide practical, results-oriented examples of past performance? (d) Does the applicant feel at ease with your results-oriented questions?
Willingness. This is your ace of hearts. Many call it “positive attitude.” Some people are willing to work hard, learn more and do new things. Showing a positive attitude when problems arise can make the difference between hell and paradise in the working environment, especially when working in a team.
Willingness to learn, accept responsibility and exceed expectations is so important! When asked why they usually fire employees, only 9 percent of business owners said “inability to do the job.” But 69 percent of them cited attitude-related reasons such as absenteeism and tardiness, bad attitude or work ethics. The remaining 22 percent mentioned other attitude-related reasons.
These detectors can help you identify top performers with high willingness and the right attitude: (a) The applicant can easily provide on-the-job examples of situations where he or she had to demonstrate a positive attitude in order to solve a problem. (b) When challenged during role playing or a simulation, the applicant shows a willingness to respond and solve the problem. (c) The applicant can show evidence of willingness when he or she had to solve problems in order to help a group.
Know-how. This is your ace of clubs. You want to have competent employees who can at least master the basic technical skills required on the job, whether you’re hiring a driver, a mechanic, a sales rep or a receptionist. In a 2010 national survey, more than 70 percent of managers revealed that recently hired high school students proved to be deficient in basic academic skills, such as grammar, spelling and written communication.
The best way to measure an applicant’s practical, nonacademic skills is to put the person to the test. Here are some important rules, no matter what the desired technical skills are: (a) Never trust the academic evidence of know-how in a resume. (b) Never rely on an applicant’s previous experience to demonstrate technical skill for your vacant position. (c) Don’t be afraid to put the applicant to a test.
Personality. This is your ace of spades. You should measure personality last – not because it is the least important criterion but because if you let yourself be influenced by a “nice” personality, it could mean trouble, big trouble! Never trust what you see during the interview. Too many employers fail to detect the difference between temporary personality and the lasting one.
Why is personality your ace of spades? If you play cards, you might know that the ace of spades is called the death card. Personality can be your hiring “death card” for two reasons: First, if you are influenced by an applicant’s temporary personality, chances are you will hire the wrong person. Second, you must detect those vital, job-related soft skills – such as the ability to be flexible, accept criticism and work under pressure – because they will determine success on the job.
The most effective approach in detecting job-related personality factors is this: (a) When you develop your job description, make a full list of soft skills vital to the job. (b) Honesty being a crucial soft skill, you can start checking it through resumes/job applications and phone screenings. If you have reservations, challenge the applicant on any nebulous topic during the interview, and use reference and background checks to confirm your doubts. (c) Ensure that you have prepared scenarios that challenge the applicant on each of your selection criteria. (d) Remember: people reveal themselves best when they are confronted with unprepared or unexpected situations.
Business is often a gamble, and the odds of success lean on your ability to judge the aces at your disposal. Don’t trust the poker faces who present themselves in interviews; know your hand so you can guarantee that the house will win.
