Still, the interview is a brilliant tool if you make certain changes to it. Behavioral interviews have almost triple the correlation of conventional interviews with job success. (To gauge if a hire is successful, academics use measures like the dollar value of an employee's contribution to the company, his or her relative share in overall output, and later performance reviews, promotions, and raises.) Behavioral interviewing involves, by definition, a group of interviewers defining qualities needed for a job, asking candidates to give past examples of how they've demonstrated those qualities, asking the same questions of each candidate, and taking notes throughout. The premise is that what someone has done in past jobs is a superior indicator of what he or she will do in future jobs. It's the same idea behind checking references.
To see how structured interviews work, take a look at Hope Lumber & Supply, where HR chief Bill Vogt credits much of his company's growth to behavioral interviewing. Hope, which is based in Tulsa, brings in $1.2 billion a year selling building supplies to contractors. Eight years ago, when the company was making a fifth of that, Vogt and the owners predicted, correctly, that the housing market was about to surge. If they hired the right managers, they could ride that wave.
Following behavioral-interviewing maxims, Vogt starts by talking to people intimate with the job and deciding what qualities are necessary for it. He has a standard template for what he wants in managers: leadership, a drive to make money for the company and for themselves, ambition, and past operational responsibility. Depending on the challenges of the specific business unit, he'll alter the template.
Then he comes up with open-ended questions that get at the desired qualities. Behavioral interviews use questions that are rooted in the past--"Tell me about a time when"--rather than hypotheticals--"What would you do if?" Vogt digs deep into his candidates' work experience. "I get into the current operation," he says. "What did you inherit? What were the sales margins, accounts payable, percent current status, inventory like? What did you do with that, what did you achieve? Clearly, we're looking for achievers and winners and people very knowledgeable of their operation." Specific questions like these, in addition to assessing candidates' skills, combat resume fraud--it's pretty difficult to lie about sales margins and inventory turns.
Ideally, a team of people will meet with the candidate. That minimizes the importance of any one person's reaction, good or bad. Vogt arranges a panel interview for general questions, and then sets up one-on-one interviews focused on specific areas. Vogt asks about EEOC compliance and OSHA incidents; the CFO asks about accounting details; the COO asks logistics questions. In any behavioral interview, questions should be job-related, to keep the interview relevant and to avoid discrimination complaints. To the extent possible, every candidate should be asked the same questions. Interviewers should take notes, and should get together to discuss their views just after the candidate leaves.
Step 2
In which the candidate relives college-entrance tests
As helpful as behavioral interviews are, they're even more effective when combined with employment tests, many of which are now administered online. These are given to candidates to assess either cognitive abilities (cognitive tests are filled with SAT-like verbal and math questions) or personality traits (personality tests include preferential questions like "Would you rather spend a night at home alone than go to a crowded party?" or biographical questions like "Were you a class officer in high school?"). While cognitive tests have a slightly closer correlation with job success, personality tests are useful both as a basis for interview questions and for subsequent development. For the best results, companies should use both sorts of tests or a single test that combines the two elements. (For a roster of tests, see "Choose Your Weapon".)
Many testing companies today can do impressive comparisons of candidates against existing employees--the goal being to essentially clone top performers. "The assessments allow you to really identify what is different between our stars and our slugs," says James Hazen, an organizational psychologist and the owner of Applied Behavioral Insights, a consulting firm based in Wexford, Pennsylvania. Hazen uses several tests with his clients.
2,500 Number of cognitive and personality tests on the market
Assessments can turn up some fascinating findings. Dayton Freight Lines, a trucking company based in Dayton, Ohio, had been having trouble with drivers. Customers reported that some drivers were rude. Some drivers were complaining over their CB radios. Some workers' productivity was falling, or they were late on their deliveries. Denise Noel, the director of quality at Dayton Freight, was stumped. These drivers all had good qualifications and had interviewed well, yet she saw no way to predict who would be an outstanding performer on the road. Finally she brought in a company called Hogan Assessment Systems and had the company present its extensive research on truck drivers.
Noel had assumed all truck drivers were similar. But Hogan had found two distinct truck-driver profiles. The top city performers are social and gregarious, great with customers--which makes sense, because they pick up and drop off multiple times a day. The best line-haul drivers are quiet and introspective--which is good for people who never see a customer. Noel has adjusted her hiring now, having candidates take the Hogan assessment to find the best job for them. Turnover for drivers has fallen to 22 percent (the industry average is 116 percent). "You just think a driver is a driver, and that's not true," Noel says. "We just didn't look at that part of the hiring process enough."
