According to Marketing Personnel Research (MPR), Inc., a firm specializing
in productivity improvement by selection and management of talented
personnel for all positions in an organization, the following behavioral
traits are desirable in an office or clerical worker. So the next time
you interview a candidate for an office or clerical position, ask these
questions and listen for answers which reflect the examples in the evidence
of trait column. - difficulty naming accomplishments - analyzed and tried to improve - asked others for feedback/criticism - has never been disappointed - described disappointment as a result of someone else's fault
- sympathetic to customer plight - willing to listen - gets defensive - shows no sensitivity to feelings of customer - slow day is tiring - likes to stay busy - takes on more work - fast paced day is tiring - takes time off - chance to be of service to customers or co-workers - working for a company providing quality service - non-service - non-altruistic focus, e.g. "recognition of my efforts" - attitude is not appreciably altered by the moods of others
- feels in control of their own attitude - not susceptible to ups and downs of others - when others are down or negative, they get down themselves
or begin to lose focus - suggests the way others look at things has an impact on how
they look at things - eight or higher - six or lower - no - yes, but shows acceptance of responsibility - takes ownership of task - shows concern that the deadline was missed - tried their best, but does not look for excuses or put blame
elsewhere - yes, but unwilling to take responsibility or show concern - tries to fix blame elsewhere or make excuses - high performance, but no reference to ethics
Traits Based Interviewing Questions
TRAIT:
Achiever
QUESTION:
What three accomplishments do
you take most pride in?
EVIDENCE OF TRAIT:
- examples mention personal recognition,
awards, and freedom to act
NO EVIDENCE OF TRAIT:
- examples give no evidence of personal need for recognition or
autonomy
TRAIT:
Discerner
QUESTION:
Sooner or later we all have days
or times when we are disappointed in our performance. Tell me about
a time when this happened to you and what you did about it.
EVIDENCE OF TRAIT:
NO EVIDENCE OF TRAIT:
TRAIT:
Empathetic
QUESTION:
You answer the phone and at the
other end of the line is a customer who is extremely upset at your
company and starts to take it out on you. What would you do?
EVIDENCE OF TRAIT:
NO EVIDENCE OF TRAIT:
TRAIT:
Work Intensity
QUESTION:
What kind of a work day tends
to make you the most tired? During days like that, what do you do
to keep your energy level up?
EVIDENCE OF TRAIT:
NO EVIDENCE OF TRAIT:
TRAIT:
Service Oriented
QUESTION:
What are some of the things that
motivate or make a job fulfilling for you?
EVIDENCE OF TRAIT:
NO EVIDENCE OF TRAIT:
TRAIT:
Proactive
QUESTION:
How is your attitude or outlook
typically affected by the attitudes of others?
EVIDENCE OF TRAIT:
NO EVIDENCE OF TRAIT:
TRAIT:
Relates Well to People
QUESTION:
How important is it for other
people to like you? How would you rate that on a 1-10 scale, with
10 being high?
EVIDENCE OF TRAIT:
NO EVIDENCE OF TRAIT:
TRAIT:
Responsible
QUESTION:
Have you ever missed a deadline
or failed to complete some task assigned to you that others expected
you to complete? (If yes) How did you feel about that? Why did you
feel that way?
EVIDENCE OF TRAIT:
NO EVIDENCE OF TRAIT:
TRAIT:
Values-driven
QUESTION:
What principles guide your conduct?
(Note: if they state "professionalism," ask what it means
to them.)
EVIDENCE OF TRAIT:
- ethical content, e.g. honesty,
integrity, truthfulness
NO EVIDENCE OF TRAIT:
The information contained in this article is intended
to provide useful information, but it should not be construed as legal advice.
For specific legal requirements regarding co-employment and the use of temporary
employees, please consult your attorney.