(c) 2005 Plan B Services Assessment Day – How to Hire in a Hurry!
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(c) 2005 Plan B Services
Assessment Day – How to Hire in a Hurry!
(c) 2005 Plan B Services
Today’s Objectives
• Describe what Assessment Day is• Understand the planning needs for an
Assessment Day• Experience an Assessment Day exercise• Explain the various parts of Assessment
Day• Explain the benefits of using an Assessment
Day in your hiring practices
(c) 2005 Plan B Services
What is Assessment Day?
• Full day, in person, on site
• Introductions
• Group exercises
• Telephone test
• Personal interview
(c) 2005 Plan B Services
Who else does it?
• Six Continents in United Kingdom (winners of 2001 Help Desk Institute UK Help Desk Excellence Award)
• Pacific National Exhibition in Canada
(c) 2005 Plan B Services
Why did we do it?
• Immediate need to add staff
• Too many applicants using traditional methods
• HDI award winner had done it
• Wanted to involve existing staff
• Wanted to try something different
(c) 2005 Plan B Services
Pre-planning
• Human Resources
• Help Desk staff
• Reserve rooms
• Exercises
• Observation guides
• Interview questions
• Lunch
(c) 2005 Plan B Services
Screening applicants
• Advertisement placed online
• Over 300 applicants
• Sorted into Yes, No, Maybe by:– Help Desk experience– Technical qualifications– Other substantial items/cover letter
• Approximately 40 “Yes” left
(c) 2005 Plan B Services
Pre-interviews
• Done on 40 “Yes” candidates
• Done by various Help Desk staff
• Ten minute phone interview
(c) 2005 Plan B Services
Pre-interviews
• Observations:– Language skills– Tone– Pace– Ability to think quickly– Ability to answer coherently
• Approximately 30 “Yes” left• 24 invited to Assessment Day
(c) 2005 Plan B Services
Room Layout
Observer
Observer
Group 1
Group 2
Group 3Intro
(c) 2005 Plan B Services
A-Day agenda
• 8:00 Room set up and final briefing
• 8:30 Registration / Coffee• 9:00 Company Introduction• 9:15 Candidate Introductions• 9:45 Refreshment break
(c) 2005 Plan B Services
A-Day agenda
• 10:00 Three Group Exercises• 12:00 Biology break• 12:10 Telephone Trouble call• 13:20 End of Assessment
Activities for most applicants
(c) 2005 Plan B Services
A-Day agenda
• 13:20 Working lunch for Observers (Summaries/Conclusions)
• 14:20 Individual Interviews for selected
applicants• 16:35 Observer
Summaries/Conclusions
(c) 2005 Plan B Services
Observation guides
(c) 2005 Plan B Services
Observation Guide SampleCandidate Name 1 2 3 4 5 6Appearance
Confidence
Expression
Clarity of Voice
Originality
Job Knowledge
Motivation
Personality
Overall Impression
(c) 2005 Plan B Services
Sample rating scale• Confidence 5–smiling, open body
language, lots of eye contact, enjoying themselves
• Confidence 4–sure of self, good eye contact, participates well
• Confidence 3–makes eye contact, nervous but willing
• Confidence 2–unwilling participant, doesn’t speak up in group
• Confidence 1–no eye contact, defensive posture, non-talkative
(c) 2005 Plan B Services
Group Exercise – Cave Rescue
• It’s your turn!
• Some candidates; some observers
• Shorter time frame; fewer possible answers
(c) 2005 Plan B Services
Group Exercise – Cave Rescue
• Warm-up/icebreaker• Candidates work together• Consensus building• Timed• No specific solution• Observers assess behaviour
(c) 2005 Plan B Services
Group Exercise – Zin Obelisk
• Logic• Timed with a specific solution• Information sharing exercise• Candidates work together to
solve in time allotted • Observers assess leadership,
cooperation, and conflict issues
Adapted from M. Woodcock, D. Francis, & D. Young, ‘Team Problem Solving: The Zin Obelisk’ in D. Francis & D. Young, Improving Work Groups: A Practical Manual for Team Building, San Diego, CA: University Associates, 1979.
(c) 2005 Plan B Services
Group Exercise – Who owns the Zebra?
• Mathematical• Timed with a specific solution• Information sharing exercise• Candidates work together to
solve in time allotted • Observers assess logical
problem-solving skills, cooperation and conflict skills
(c) 2005 Plan B Services
Telephone Test
(c) 2005 Plan B Services
Telephone Test
• Every candidate took one• 2 candidates done concurrently• Each given a manual and a
phone• Client and two observers• Client posed banking-related
question
(c) 2005 Plan B Services
Telephone Test
• Observers looking for:– Greeting used– Language skills, tone and pace– Ability to think quickly– Ability to answer coherently– Customer Service skills
(c) 2005 Plan B Services
You’re done…or are you?!
• Successful shown to back door and invited back for an interview
• A carefully orchestrated exit strategy used
• Unsuccessful shown to front door and thanked for coming
(c) 2005 Plan B Services
Lunch
• Reviewed results of observations
• Identified candidates to watch
• Identified comments to follow up on
(c) 2005 Plan B Services
Group Interview
• Two concurrent interviews
• HR Manager and 2 observers / Help Desk Manager and 2 observers
• One hour maximum
• Three interviews per team
(c) 2005 Plan B Services
Group Interview
• Telephone test
• Assessment Day
• Previous experience
• IT skills
• Technical questions
• General interview questions
• Preparation
(c) 2005 Plan B Services
Observer meetings
• Recap of day
• Ranking of candidates
• Group discussion
• Final ranking of candidates
(c) 2005 Plan B Services
Reference checks
• Top 5 candidates
• Conducted by Team Leads
• Two references per candidate
• 10 questions asked
(c) 2005 Plan B Services
Hiring
• Security check
• Credit bureau check
• Job offer
• Salary and benefits
• Start date
• Training
(c) 2005 Plan B Services
What’s needed to do your own Assessment Day
• A plan
• Human Resources approval
• Help Desk staff assistance
• Training Help Desk staff on the process
• A large meeting room
• At least two offices for interviews/tests
(c) 2005 Plan B Services
Any gotchas?
• Physically and mentally tiring
• Candidate pool
• Second time around
• Not fool-proof
(c) 2005 Plan B Services
Plan B – Management Consulting
• 20 years in IT• 9 years managing Help Desks and Quality
Assurance• HDBC executive member for 5 years• HDI Member Advisory Board member• Spoke at HDI Global conference in 2002
– How I retain my staff– I have a training plan that works
(c) 2005 Plan B Services
Plan B – Coaching and Training
• Over 100 hours of training from Coaches Training Institute
• Business or Personal coaching available• Clients include IT people, corporate staff,
management• Provincial Instructors Diploma• 2 years in corporate training centre• Corporate Training Needs Assessment done
(c) 2005 Plan B Services
Today’s Objectives
• Describe what Assessment Day is• Understand the planning needs for an
Assessment Day• Experience an Assessment Day exercise• Explain the various parts of Assessment
Day• Explain the benefits of using an Assessment
Day in your hiring practices
(c) 2005 Plan B Services
Assessment Day – How to Hire in a Hurry!
Plan B Services
604-824-1803
plan.b@email.com
www.planbservices.ca
Plan B…what’s yours?
(c) 2005 Plan B Services
Assessment Day – How to Hire in a Hurry!
Plan B Services
604-824-1803
plan.b@email.com
www.planbservices.ca
Plan B…what’s yours?
(c) 2005 Plan B Services
Assessment Day – How to Hire in a Hurry!
Plan B Services
604-824-1803
plan.b@email.com
www.planbservices.ca
Plan B…what’s yours?
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