Flight Reservation System
Choosing communication skills would be worthwhile as it is essential to this job but it would not go to the core of what is most inherent in the duties of this position. Product knowledge would be helpful but realistically, any new employee would require training specific to the software utilized. It clearly stood out that having the ability to analyze the customer’s needs and to find the best solutions for those needs in the job’s complicated universe was the essential and key ingredient in being successful in this position.
The tool we believe is best suited to evaluate a candidate’s robber solving [analysis skills, is the structured Interview. On the surface this might not seem like the most logical tool for Judging this skill as tools Like Work Samples or Situational Judgment Tests might first come to mind.
However we feel Work Skills seemed better suited to evaluating mechanical type Job skills and might not be as valid a tool for problem solving ‘analysis skills.
Also, evaluating someone’s behavior through a multiple choice answer in a Situational Judgment Test might not truly evaluate their ability to analyze and it certainly might not be indicative of meson’s performance in the real world in real situations. Overall, we felt the structured interview, if properly developed and executed, could better evaluate the chosen skill and it would also have some additional benefits. For one, proper questioning could Judge not only one’s ability to analyze but to do it in real time and under some pressure.
Questions could also be utilized that evaluated a candidate’s ability to problem solve as well as how quickly he or she could do it. Furthermore, If properly constructed, It could likely have the ability of evaluating the candidate’s Interpersonal/communication skills.
Also Work Sample and Situational Judgment type questions that evaluate knowledge and behavior could be incorporated into a thoroughly constructed interview.
Though the structured interview could involve high development/ administrative costs, we felt the cost would be justified as careful selection would potentially avoid the financial negative impact of hiring and training people who do not succeed and do not remain in the position. Another consideration in our choice is the fact that this tool would have some level of reliability and it retainer possesses a high validity (. 51 in the Ryan and Tiepins article). It would definitely initially be an Individual, one on one, interview though sequential interviews by others Involved in the hiring process would probably be necessary later.
Overall we feel the structured Interview Is our best option as It would not only thoroughly evaluate the desired skill but, If done properly, could also Incorporate elements of other selection tools.
Of course care would have to be taken to establish an interview that minimized any bias and that also avoided common interview I nerve AT ten most common Ana reactive types AT structured Interview questions are situational, behavioral, and Job knowledge questions. The following represent the questions that would be asked in our structured interview and the basis of why they were chosen: 1 .
Tell me about work experience. Provides the candidate an opportunity to introduce themselves and give a brief history of education and work history. This highlights communication and critical thinking skills.
Rating system: Experience relevant to position (1 = weak, 5 = strong, and n/a = not applicable) 2. Why do you want to be an airline reservation clerk? Follow-up question: What makes a good airline reservation clerk? This is a screening question and focuses on whether the candidate has a good understanding about the position and the industry.
It also provides insight into whether the candidate has the appropriate knowledge of the skills that are required. Rating system: Enthusiasm and motivation (1 = poor, 5 = excellent, and n/a = not 3. You are approached by an elderly woman who has Just gotten off a flight. She is very upset because her flight was late and she has to get to her daughter’s wedding morrow.
She wants to know why her flight was late and when the next available flight to Florida is. She also wants to know about her luggage because it contains her husband’s medications.
Explain what you would do and why? This situation is typical of what an applicant is likely to encounter on the Job. Asking an applicant this type of question is based on the premise that people’s intentions are predictive of their future behavior to problem-solve. Rating system: Problem-solving skills (1 = poor, 5 = excellent, and n/a = not 4. Give an example of an effective method you have used to promote destinations, our packages, and other travel services.
Behavioral questions ask applicants to describe a previous work or life event that is relevant to the position. They are usually about a time when they had to demonstrate a particular qualification that is important for the Job. Rating system: analytical thinking/creativity (1 = poor, 5 = excellent, and n/a = not applicable) 5. Why do you want to work for this company? This is a screening question, and the purpose of it is to hear how much research a candidate has done about the company, and whether they have valid reasons for wanting to work at a company.
The question is also focused on revealing whether they’re looking for a career or Just Job-hopping until they come up with something they think they’ll like. Rating system: Career goals fit position (1 = poor, 5 = excellent, and n/a = not Selecting the right candidate for a Job requires Juggling and balancing 3 balls at once – Validity, Reliability and Cost of Recruitment.
Managers have to make sure they design appropriate Job analysis, Job profile and choose right strategy for candidate selection to gain maximum validity and reliability about required skill set while maintaining cost of recruitment in control.
In this case, we believe that the Structured Interview is the most appropriate approach to ensure validity and reliability of a person’s Analytical ability. As per the Tool comparison table designed by Ryan-Tiepins, validity of structured interview is 51%, however the development and administration costs of this selection method are high. The high cost of selection can be Justified by drawing strategy map as given below – Reference: ‘A Framework for Human Resource Management’ by G. Dessert , Figure 1-7