‘I kept six honest serving men – they taught me all I knew.

Their names are whyand whatand whereand howand whenand who?’

~ Rudyard Kipling~

Using the STAR format you can explore a statement or clarify a situation before giving your opinion. Put aside the tendency to give your opinion, and use this technique to find out by active listening.

If we do not listen, we do not really know what we are responding to. Taking time to listen can help cut down on misunderstanding and help build a positive relationship. This technique is harder than you might think because it requires you not to reach conclusions or contribute your opinion.


Follow-up questions for clarification

Who else?

When else?

How else?

What else?

What was the outcome?

Can you describe another situation like that?

Can you help me to understand?

What should have been done?

Why was that?

The STARR in action

The Interview Format

Start

  • Welcome the candidate and introduce yourself.
  • Explain the structure of the interview. For example: ‘Thank you for attending this interview today. The purpose of this interview is to determine whether your skills, knowledge and attributes fit this position. Firstly, I will ask you questions to find out more about yourself and how you handled specific situations. Secondly, I will give you information about the job and Booking.com. In the final section, you can ask me questions and I will review the next steps with you. I will be taking notes throughout the interview to be able to make a decision on what you have said.’

Middle

  • Ask the candidate questions, start with open questions and then ask for more specific information.
  • Explain the job, department and Booking.com

End

  • Ask the candidate for questions.
  • Explain the next steps
  • Wrap up.

Techniques for Establishing Rapport

  • Shake hands with the candidate and be genuinely pleased to meet him or her.
  • Smile.
  • Use the first couple of minutes welcoming the candidate and establishing rapport.
  • Look and be interested in and acknowledge what the candidate has to say.
  • Create a comfortable environment, offer the candidate tea, coffee or water. Position the seating so that the candidate feels comfortable. Preferably sit at a round table or seat yourself to the side of the person. Avoid sitting head on.
  • Direct your calls or put your phone on silent. Avoid interruptions.
  • Avoid slouchingor sitting back.

Tips for Conducting Telephone Interviews and Video Conferences

Telephone Interviews

Telephone interviews can be the most uncomfortable means of interviewing for candidates and interviewers. They are, however, effective for:

  • Screening the first set of candidates.
  • Keeping costs to a minimum.
  • Efficiently running an interview.
  • Focusing on the quality of what the person is saying rather than how they look.

Telephone Tips

  • Make the other person feel at ease.
  • Smile, it will help you sound more friendly and create better rapport.
  • Actively listen to the candidate’s tone of their voice, their level of enthusiasm, clarity and knowledge.
  • Talk slowly and articulate clearly directly into the phone.
  • Keep the questions succinct.
  • Respect the silent pauses (‘dead air’ silences are the hardest part of conducting telephone interviews.)
  • Ensure you have the candidate’s CV in front of you, as well as the job description, materials to take notes and your diary.
  • Follow the same format at the face to face interview.
  • Take the call in privacy and without interruptions.

Video Conference

Video conferencing is a popular way to interview ‘remote’ candidates and is used for similar reasons as the telephone interview.

  • Delays - Be prepared for a slight delay in receiving the audio and video. Facial expressions and the person’s voice may be ‘off’ by one second. This takes a few moments to get used to. Pause before speaking to ensure that the other person has finished speaking.
  • Speech - Speak slowly and clearly to avoid audio distortion at the remote site.
  • Look at the monitor - Look straight into the monitor at the interviewee, rather than down at your notes. It will help create rapport.
  • Focus on the interviewee –Give eye contact to the person you are talking to and you will soon forget the camera is running.
  • Avoid rapid movements - Rapid arm or body movements will appear as a blur to the other person.
  • Show your enthusiasm– Remember to smile
  • Dress tips – Wear pastel shirts or blousesin a solid colour. Avoid patterns or stripes.Glittery jewelry will catch the light and be distracting.
  • Set up – Arrive at the video conference room at least 10 minutes before the start of the interview to ensure that the technology is working. There are two monitors, one which displays yourself and the other which displays the candidate. You will can switch off the monitor of yourself, if you do not wish to see yourself during the interview.
  • Positioning – Centre yourself in the screen and at a medium distance rather than at the end of a long conference table. You should appear from about the middle of your upper arms and not have an excess of screen space above your head. Leaning forward slightly towards the camera helps increase eye contact. Conversely, leaning back can create a feeling of distance.
  • Come Prepared – Set up your notes, pen, water, so that they are accessible but out of camera range. Refrain from shuffling papers. coughing or tapping during the interview, as it will be picked up by the microphone. Noises that you may not notice in a personal interview can become distracting in a videoconference.

Accepting and Turning Down Candidates

After the interviews:

  • Complete the candidate evaluation form by describing how the candidate matches and does not match the selection criteria.
  • Consider which key qualities, skills, knowledge, attitude and behaviour are lacking.
  • Evaluate the potential for the candidate to develop in these areas.
  • Complete the Interview Feedback form and return to HR.

Accepting the Candidate

  • Agree salary level and terms and conditions with HR.
  • Phone candidate with the good news giving him or her details of their salary and terms and conditions.
  • Agree start date.
  • Ensure that the job offer and contract of employment are sent to the candidate.

Turning Down the Candidates

  • Thank the candidate for attending the interview.
  • Give the news that unfortunately on this occasion the candidate was not successful for the position.
  • Give positive feedback on what they did well and constructive feedback on what you needed more of from the candidate to have been successful.
  • Let the candidate know that you will keep their CV on file, should any other suitable opportunities arise.
  • Send a letter thanking them for attending the interview and wishing them the best in their job search.

Dos and Don’ts of Interviewing

Do / Don’t
  • Prepare
/
  • Wing it!

  • Create an environment to put the candidate at ease
/
  • Stress the candidate

  • Conduct the interview in a private place
/
  • Allow for interruptions and telephone calls

  • Adopt a consistent approach
/
  • Ask discriminatory questions that are irrelevant to the job

  • Outline the interview process and explain your objective
/
  • Let the candidate control the interview

  • Establish rapport, smile, compliment candidates on their achievements
/
  • Lean back in your chair

  • Ask open and competency based questions
/
  • Ask questions that only give a yes or no answer

  • Probe for information using the STAR model
/
  • Ask unfocused questions and waste time by confirming what is on the CV

  • Allow the candidate time to pause
/
  • Do most of the talking

  • Talk more slowly for telephone and video conference interviews
/
  • Talk too quickly or quietly

  • Give the candidate a positive impression of Booking.com and your department
/
  • Talk badly of anyone

  • Be objective in your selection
/
  • Select employees who are all like you

  • Inform the candidate of the next steps
/
  • Forget to get back to the candidate

  • Give constructive feedback when turning down candidates
/
  • Give invalid reasons for turning down a candidate