Interview Guide $$ Grade $11$ and Below

Date

Applicant Name

Contact Number

Position Applied for

Interviewed by

TIPS FOR COMPLETING THE INTERVIEW

$$ Before the interview, spend time reading the Interview Guide so as to familiarise yourself with the questions to be asked.

$$ Take the time to note down technical $/$ job related questions under Section C$,$ to ensure you obtain information related to whether the candidate meets the inherent requirements of your particular vacancy.

$$ Remember the interview process is your opportunity to investigate whether the candidate is suitable for the job, therefore it is important to spend time upfront preparing for the interview.

$$ At the beginning of the interview introduce yourself and explain to the candidate what the structure of the interview will be$.$

$$ Remember all candidates are entitled to the same questions. This contributes towards a consistent interview process that is legally defendable.

$$ Keep a record of the candidate$$s answers. It serves as proof should you be accused of using discriminatory tactics.

$$ Never make personal remarks about the answers that the candidate has given to the questions asked.

$$ Do not ask questions about the candidate$$s personal life i$.$e$.$What is your marital status?$$ or $$Are you planning on having children in the near future?$$

$$ At the end of the interview, thank the candidate for taking the time to attend and explain what the next steps in the process are.

$$ Please refer to the Recruitment & Selection Training, which provides further detail of the South African labour and other legislation that impact on the recruitment practices in Life Healthcare Limited.

$$ The following rating scale may be used when interviewing candidates:

SCORE DESCRIPTION

$3$ Candidate$$s answer gives sufficient evidence of required knowledge, skill, attitude or ability to apply required behaviour

$$ Candidate has applied required competence with successful results

$2$ Candidate$$s answer does not give sufficient evidence of one of the following: required knowledge, skill, attitude or ability to apply required behaviour

$$ Candidate$$s answer shows theoretical knowledge with limited$/$no practical experience

$$ Candidate$$s answer shows how s$/$he assisted in a task and was required to demonstrate competence under strict supervision

$1$ Candidate$$s answer does not give sufficient evidence of required knowledge, skill, attitude or ability to apply required behaviour

$$ Candidate$$s answer may not link to the question

$$ Candidate$$s answer may not show candidate$$s OWN competence but someone else$$s

SECTION A: INTRODUCTORY QUESTIONS

$1.$ Why have you applied for this position? Why do you think you would be suitable for it$?$

Rating

$2.$ What are your current major responsibilities?

$3.$ What do you like best about your position? What do you like least?

SECTION B: INTERVIEW QUESTIONS

SERVICE EXCELLENCE

The knowledge, skills, and attitudes to develop strong client relationships and deliver outstanding service.

$$ Understanding and relating to the client

$$ Delivering the service

$$ Providing additional value added service

What skills or qualities are important for dealing effectively with clients? Give an example of when you displayed these skills or qualities?

Have you ever had to $$go the extra mile$$ to satisfy a customer? Tell me what you did?

Rating

CUSTOMER FOCUS

Making customers and their needs the primary focus of one$$s actions; developing and sustaining productive customer relationships

$$ Seeks to understand and educate customers and build collaborative relationships

$$ Takes action to meet customer needs and concerns

Describe a time when you took action to provide quick and thorough service in response to an internal$/$external customer$$s request or problem?

How do you build collaborative relationships with customers? Give me details about one or two of them.

Rating

DECISION MAKING

Identify issues, problems and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts and probable consequences.

$$ To know intuitively when things are appropriate or inappropriate

$$ Gather and interpret and evaluate information

$$ A willingness, a sense to challenge or test

$$ A strong sense of what is right or wrong $($ethics$)$ and effective coping mechanisms.

Describe a time when you weighed the pros and cons of a situation and decided not to take action, even though you were under pressure to do so$?$

Give me an example of a good decision you made recently. What alternatives did you consider? Why was it a good decision?

Rating

STRESS TOLERANCE

Maintaining suitable stable performance under pressure or opp