![03/24/10 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
Recomendados
Mais conteúdo relacionado
Mais procurados
Mais procurados (20)
Destaque
Destaque (20)
Semelhante a Cma Food & Bev Qld 2010 Paul Lyons
Semelhante a Cma Food & Bev Qld 2010 Paul Lyons (20)
Mais de Profitable Hospitality
Mais de Profitable Hospitality (20)
Último
Último (20)
Cma Food & Bev Qld 2010 Paul Lyons
- 1. Service Wake Up Call! How to create a Food & Beverage Team that rocks! Food & Beverage Alive in Queensland 2010 Paul Lyons - Effective Training 2010
- 3. 03/24/10 Competency Knowledge Skills Behaviours
- 8. 03/24/10 Job replica / Work simulations Interviewing is not the only way In tray exercise Analysis exercise Psychometric testing Cognitive ability tests Assessment Centres Other tools in Recruitment & Selection
- 13. 03/24/10 “ I am highly motivated and really care about the standard of my work. I always ensure that the customer comes first. I am very customer focused.”
- 14. 03/24/10 “ I remember one customer incident where the customer was given the wrong tickets to a show. He was most distressed as he was celebrating a wedding anniversary.” Situation
- 15. 03/24/10 “ I waited until he had finished speaking, then calmed him down and told him that I would do everything to ensure that he got the right tickets for the show. I provided he and his wife with complimentary drinks while I sorted out the confusion . I was also just finishing my shift so I decided to take him personally to the show and asked the staff to look after him.” Behaviour Behaviour
- 16. 03/24/10 “ He was so grateful I took the time to help him. I received positive feedback from the customer and an award for my service” Outcome
- 17. 03/24/10 Are broad and basically unstructured They indicate a topic and allow the interviewee considerable freedom to structure the answer as they see fit Generally begin with How, What, Where, When & Why Open Questions
- 18. 03/24/10 Closed Questions Are direct Ask for factual data rather than opinion Generally begin with Do you, Did you, Have you Closed Questions
- 19. 03/24/10 Probing Questions Are follow up questions to stimulate discussion to obtain further information Are mainly open-ended questions Examples of probing questions are: How did you do that What process did you take What was the outcome Probing Questions
- 20. 03/24/10 Good Questions Start with: Tell us about a time when….? Have you ever experienced...? What was it like? Everybody faces (eg) time pressures, describe an event that challenged your time management. What did you do? Can you describe to me….? Can you recall and explain…? Are you able to….? The reason I’m asking is…. How did you….? Its relevant because…. Opening Phrases
- 21. 03/24/10 Appropriate Questions Only focus on legal, job-related issues Help the applicant understand the reasoning behind any questions that might be sensitive. Only focus on the “inherent requirements of the position”. What types of questions?
- 22. 03/24/10 EEO- How is it relevant? Equal Employment Opportunity (EEO) means that all employment and promotion decisions are made on the basis of merit. Deciding on the basis of merit means assessing people’s skills and abilities, and not discriminating against anyone because of a personal characteristic which is irrelevant to the job. EEO
- 23. 03/24/10 EEO ensures that: That everyone is treated equitably and fairly regardless of their: Gender Age Disability Race (colour, nationality, religion) Sexual preference Marital status Transgender Pregnancy Carers responsibilities HIV/AIDS Political belief / activity Physical features Why EEO?
- 35. 03/24/10 Thank You and Good Luck!!