Chapter 8 - Chern's Project Create an Interview Scoring Key Part 1 Before viewing the interviews for the next part of the selection process, develop a scoring key for each structured interview question and create a formula to combine the three scores into an overall structured interview score (Chapter 8). You will use this scoring key next week to evaluate structured interviews. You may want to use the interview as a method of assessing KSAOs such as listening skills, communication skills, social perceptiveness, and/or customer service orientation. The three structured interview questions are as follows: 1. Tell me about a time when a customer was very upset and you were responsible for handling the situation. What happened, what did you do and why, and what was the result? 2. Imagine that a customer enters your store and mentions that this is the first time she has visited a Chern's. What would you do to make her a customer now and a loyal customer in the future? 3. Imagine that you are on the team in the men's suits section of the store and we just received a new line of ties from a major designer that are a bit different in style than what we've carried in the past and what our customers are used to. What would you suggest the team do to sell them? Here are the steps to follow to create your scoring key: Identify the KSAOs the interview will assess. Refer to your job analysis from Chapter 4 for help with this. Identify a method of rating the KSAOs reflected in the answers to the structured interview questions. o Create 2-3 specific behavioral examples of what low scoring, middle scoring, and high scoring responses would be to each of the questions. Account for how the KSAOs would be reflected in these levels of responses. o Decide on a numeric rating you will give to responses based on whether they are low, middle, or high scoring (e.g., 1-5pt. rating scale). Create a table to easily organize your ratings. Include space to capture scores for each of the KSAOs reflected in each rating. You may want to create a row or column for each of the candidates (see the resumes for their names). Determine if you want the KSAOs captured in the interviews will be weighted equally or if some will weigh more than others. Take this into account when developing your formula for combining the scores. Chapter 8 - Chern's Project Create an Interview Scoring Key Part 1 Before viewing the interviews for the next part of the selection process, develop a scoring key for each structured interview question and create a formula to combine the three scores into an overall structured interview score (Chapter 8). You will use this scoring key next week to evaluate structured interviews. You may want to use the interview as a method of assessing KSAOs such as listening skills, communication skills, social perceptiveness, and/or customer service orientation. The three structured interview questions are as follows: 1. Tell me about a time when a customer was very upset and you were responsible for handling the situation. What happened, what did you do and why, and what was the result? 2. Imagine that a customer enters your store and mentions that this is the first time she has visited a Chern's. What would you do to make her a customer now and a loyal customer in the future? 3. Imagine that you are on the team in the men's suits section of the store and we just received a new line of ties from a major designer that are a bit different in style than what we've carried in the past and what our customers are used to. What would you suggest the team do to sell them? Here are the steps to follow to create your scoring key: Identify the KSAOs the interview will assess. Refer to your job analysis from Chapter 4 for help with this. Identify a method of rating the KSAOs reflected in the answers to the structured interview questions. o Create 2-3 specific behavioral examples of what low scoring, middle scoring, and high scoring responses would be to each of the questions. Account for how the KSAOs would be reflected in these levels of responses. o Decide on a numeric rating you will give to responses based on whether they are low, middle, or high scoring (e.g., 1-5pt. rating scale). Create a table to easily organize your ratings. Include space to capture scores for each of the KSAOs reflected in each rating. You may want to create a row or column for each of the candidates (see the resumes for their names). Determine if you want the KSAOs captured in the interviews will be weighted equally or if some will weigh more than others. Take this into account when developing your formula for combining the scores