Interviewing 06.05.17

Interviewing        06.05.17

                When interviewing, one wants to get as much information about the applicant as possible. There are certain things that an interviewer is not legally allow to ask the interviewee, but the interviewer would like to know. I was good at getting this information, legally!

                The following is my suggested method of interviewing. Follow my suggestions and you may be rewarded with valuable information.

                The applicant completes an application. Review the application in detail. If there is any area of information that is left blank, assume the applicant has something to hide, reject the applicant. 

                I suggest 3 interviews of each applicant. The first and second interviewers should be department managers that the interviewee would or might work in.

                The first interviewer will have certain questions that he / she must ask. During this interview, the interviewer will evaluate the person’s responses and body language. Each interviewer has the ability to reject the applicant.  

                The second interviewer will also have certain questions, different from the first, which he / she must ask.

                The first two interviews are more or less formal and very business-like. We gather all the necessary information and review the entire application. The applicant will likely be on guard, attempting to present an appropriate appearance and responses.

                The final interviewer will attempt to put the interviewee at ease. You walk into the room with the notes and application, introduce yourself and with a smile ask how they are doing. Sit down, square up to the table, sit up straight, leaning forward a little, begin to review the notes and application. This is a professional no nonsense image.

                After a minute or so, put the papers down and say, everything looks good. You then scoot your chair back from the table a little, turn so you are not directly facing the applicant, lean back in the chair presenting a very relaxed image. You then smile and say something like, “I see they have asked you all the necessary questions”, then with a smile ask, “What questions do you have for me”? Answer any questions.

                Still leaning back and appearing to be relaxed ask them, “Tell me about yourself.” Allow the person to talk, if they stop, you should sit there quietly looking at them. It is amazing what people will tell you if they feel like they are just talking, and most people can’t stand to sit there in silence so they will likely continue talking.                           This process is not perfect but it works most of the time.

                Note, when interviewing professionals, persons who have likely read and learned about body language, they will often be able to send you a false impression of how interested they are in what you have to say. You should learn about body language! Body language works at home as well as in business.

                In situations where there is only one interviewer, you should basically follow the same process.

                First, have your must know questions written down. Assuming the applicant is already in the room, you walk into the room with the notes and application, introduce yourself and with a smile, ask how they are doing. Sit down, square up to the table, sit up straight, leaning forward a little, begin the interview. Stay focused, and have good but not constant eye contact. Evaluate the answers being given, and observe the body language presented during each question. In this part of the interview you are a professional, present a no nonsense image.

                Second, after asking and recording (writing down) the responses to your questions, make a statement to the effect, “everything looks good, or now that we have that completed”. You then scoot your chair back from the table a little, turn so you are not directly facing the applicant, lean back in the chair presenting a very casual image. You then smile and say something like, “What questions do you have for me”?           Answer any questions.

                Still leaning back and appearing to be relaxed, ask the applicant, “Tell me about yourself.” Allow the person to talk, if they stop, you should sit there quietly looking at them. As stated previously, it is amazing what people will tell you if they feel like they are just talking, and most people can’t stand to sit there in silence so they will likely continue talking.                            

               

                How does this apply in personal life? If you are talking with a child, other family member or friend, you will find that presenting the appearance of not being upset, not being tensed up and being relaxed, the other person will be more likely to open up to you. Again, when your mouth is shut, others will be more likely to talk.

                                When two or more are gathered, someone will be talking, is it you?               

Don Ford

Positive attitude.

Positive attitude… 

                        This is the teaching version, to be used by an instructor.

The first point to make is:

When you believe, also known as Faith, you have a positive attitude. This positive attitude, faith and believing swings both ways. One can be positive that they can jump over a puddle of water, or one can be positive that they can’t jump over a puddle of water! Either way, they were positive that they could or could not complete the task.

Now we know that a positive attitude does not always mean, “Optimistic attitude”.

Consider for a moment, are you optimistic, in your thoughts and actions? Do you believe the future will be, “Better than the past”, or is your attitude more along the lines of, “things will never be better”?     You can choose!

Do you see yourself as, “Unfortunate”, and have you thought, “Why do bad things always happen to me”? 

Do you see yourself as, “Fortunate”, and have you thought, “Good things always happen to me”!              You can choose!

                       

Let’s consider a few quick statements, and as we do please see which statements relate to you.

                Statements are:

I got a pay increase!  

I got a shabby little pay raise how do they expect me to live?

I was the top producer last week! 

I worked my butt off last week, all I got was tired.

My neighbor just got a new… wow that’s great!    

My neighbor got a new…, why do they have all the good things?

My dog is having puppies!   

My dog is having puppies, how do I get rid of them?

Ponder the following statement.     

                The glass is both, “Half empty” while at the same time it is. “Half full”.

                                                                                               

                Consider for a moment, how do you see the glass?                    You can choose!

                You are working, someone interrupts you and when you turn to face the person, you knock something over and it spills on the floor.  How you respond may set the tone for the rest of the day, for both you and the other person.  Yes, you and I also influence others attitudes. 

                Suggested response:          

First, smile even if it is a fake smile.

Second, while you are smiling say, “If that is the worst thing that happens today, it’s not too bad.”  

                                You can choose!

Summary, this lesson should cause you to think about your attitude. Understand that your attitude affects others that you come in contact with (family, friends, and associates). If you are now thinking this was a bunch of bull and a waste of your time, you are the person this was written for.

                                “You can choose!”

Don Ford

Listening with your eyes 103 by Don Ford

            In this lesson we will briefly discuss Body language. 

            Parents have used it, without putting a name to it, for years.

Body language is especially helpful if you interview applicants, if you are a police officer, and lawyers use it all the time.

            You can also use body language to influence others. 

            -           -           -           -           -           -           -           -           -           -           -          

There are several books on body language. You will need to study one or more and then practice to become proficient. You can use body language to know if someone is upset, lying, in disagreement, etc.  You may also be able to communicate more effectively when, “you”, use body language.

           

            Three quick examples, and there are many more;

One, Mom noticed that the top is off the cookie jar. Mom ask the child, “Did you get a cookie”? The child will not make eye contact with Mom, and most likely looks down saying, “no”. Mom instinctively knows, by their child’s body language, that they are not being truthful.

Two, Let’s say one is in a meeting with their manager. The manager is sitting across the table presenting a new process.

If one is leaning back in their chair during the presentation, they are indicating that they are not interested, or rejecting the idea.

If one moves their chair away from the table, looks at the ceiling, may smile; this would indicate disagreement.

If one leans forward with good eye contact, this indicates interest and possible acceptance of what is being presented. 

            Three, Let’s consider a person making a presentation to a group. Body language of those in

            the group should tell the presenter whether he / she has the attention of the group, and whether

            they are in agreement.

Also, the lecturer’s body language during the presentation will influence the audience’s attention level. Is the speaker reading word for word from notes or, is he / she making the presentation from the information that he / she has learned. Is the presenter holding on to the podium as if he / she were afraid or, moving around with an assertive posture (body language)?  

We have all used body language all of our lives, even though we may not have thought of it as a language.

Body language could help when interviewing applicants, investigating accidents and incidents, presentations and meetings, and general conversations. It can help to determine honest forthright responses. 

It can help in our dealing with staff in several ways.

 

First, we might be more apt to identify the truth or untruths.

Second, we may be able to get our points across, and have others better receive our message, by using the correct body language.

Third, we might be able to defuse a potentially aggressive or hostile situation by observing and presenting proper body language.

Forth, and possibly the most important is, by observing a person’s body language and listening to what is being said, we will be focusing on the person more during a conversation. This can lead to better communications.

Remember this; anyone can learn to use body language, a person who understands body language might use it to influence (fool) you.

Body Language is something we have known all our life, but may not have seen in print or even thought about.  Body language can be a helpful tool, but do not assume it is always correct or that you can correctly use it all the time. 

Get a book on body language, read it several times. You should find it very interesting, and when you use the information, it will improve communications both ways. 

Discussion?

Thank You     

Listening 102 by Don Ford

Introduction:

            Listening is not enough, if you do not get the complete information. You should understand, being in a leadership role you are dependent on subordinates to provide you with most information, regardless of where you are on the ladder.

                        Do you get reliable information?

                        Do you get complete information?

-           -           -           -           -           -           -           -           -           -           -

            The most accurate information comes from the source. Your position may not allow you to always have access to the source. Thus, you must rely on subordinates to provide the information. This is where info may go astray.

            Let’s say you are a General Manager and one of your Department Managers came to you explaining, William has a concern.

The concern is presented to you, “William said, he was not happy with the placement of a new item, he says it is too difficult to reach”. You ask your Department Manager, “What is your opinion about the item placement”. The Manager says, “We didn’t have a lot of room and that location was open, you know William, he is always complaining about something”. With that information, you shrug your shoulders and take no action.

Here are some additional facts that you did not receive.

William, the worker in this story, does comment often about situations in the work area. These comments are often focused at making his work easier, faster and safer, which by the way is good for the company. 

The following is the complete statement that William presented to his Department Manager.        

William to the Manager, “did you see where they located the 50 pound box of nails? It is on the floor location, which makes it very difficult and unsafe, when we have to reach into the back of the location which is under the rack. It is heavy and should be moved to a location that will allow us to stand up when filling the order, making it easier and safer!”

The reason for this story is to point out, people in positions of authority often receive modified input. Modified is defined as, an intentional or unintentional editing of a complete statement.

What reasons could influence this communication malfunction?

Poor listening technique.       Failed to ask questions.          Was in a hurry.

Had something else on their mind.    Believed the employee to be a complainer.

What can we take from the above story line?

            Had William and his Department Manager received adequate safety training, both would have emphasized safety, when discussing that item.  

            The department manager did not listen properly to the comments from William. Are there reasons for not listening properly? Yes there are reasons for not listening, none of which are acceptable.

            The General Manager was also at fault. The GM could have asked for more details, should have recognized some prejudice by the Department Manager when he commented, “William is always complaining about something”.

Thought:

            Managers at all levels, should allot an amount of time from their busy work day to being in contact with, and communications with their subordinates. This would include in part, meetings with staff, walking through departments, thanking staff for safe work practices such as proper lifting etc., greeting staff, reviewing work flow, finding unsafe situations, security of property and staff.

All levels of management must rely on information from a team of subordinates. That makes it imperative they build, or rebuild, their team carefully! Review your team often! Gather information about your team and use it wisely.

Discussion:

Thank You     

Listening 101 by Don Ford

Introduction:

This short class about listening skills, will be nothing more than a reminder for some, it may be a new concept to others, and then there may be one who will believe this is a total waste of time.   

                In this session you will be provided with information as to;          

What is needed to develop good listening skills?

How you will develop good listening skills?

How to understand what is being told to you. 

-              -              -              -              -              -              -              -              -              -            -

Let’s get started with what will be a major factor of developing good listening skills. Please note that we are not attempting to explain good communication skills, we are concentrating on, “listening skills”.

I can explain the key to being a good listener in one word, “Time”!

If you don’t have the time, or if you will not take the time, you will never be a good listener.

When confronted with the question, “do you have a minute”, you should understand this person has just came to you and wants your, “undivided attention for a period of time”. Do you have a minute almost always means more than a minute.

Determine whether this is an emergency situation, or if there is a safety concern. If not, and if you do not have the time, explain that you can’t meet now, can we set and appointment to meet… 

Always keep your appointment.

The next thing in learning to be a good listener is to, “shut up”.

Let the other person talk, keep your mouth closed except to ask for clarification!

Remember, you are listening to another person provide you with information!

Do not interrupt or attempt to interject your thoughts or opinions, unless the other person asks.

How do you develop good listening skills, “Practice”!

As with any skill, practice helps you develop that skill. A good place to practice is when you are with family or friends. Some may find it more difficult to listen to family or friends without interjecting their thoughts. It is likely, if you have not been a good listener with family members in the past, when you practice listening, your family will notice that you have changed.

Family will be likely to comment, something to the effect, “What’s going on, you are quieter than usual”, which will be your way of knowing that your listening skills are improving.

How to understand what is being told to you. No distractions.

Make appropriate eye contact with the person, but do not stare.

Do not look at your phone or other device! If you are the person who looked at the phone or other device, you are not listening.

Listening without understanding, is useless. Concentrating on what is being said, is the key to listening and understanding.

Brief questions to help you understand, are acceptable interruptions.

Do not present your thoughts unless asked. It is a good practice to ask for time to consider what you have just heard before responding. 

Making notes while someone is talking may help you remember what is said, but you should ask if it is ok and not a distraction to the other person.

Summary:           Take the time to listen, shut up, practice and no distractions.

Questions or Discussion?

Thank You

Flying for work 01.26.15

 

                For whatever reason, it came to mind that I had a couple odd experiences while flying for my employer. Why would I think about flying? It is simple, the airline sent me a notice that my frequent flyer miles will expire toward the end of February.

                Most of my travel experiences were actually nice, or at least they seemed that way to me.

                A new manager had been hired for the Oregon center and I was asked if I could be there just to help get him settled in. It was short notice but I said yes. When they booked my flight they could only get me a first class ticket. I, being willing to put up with these conditions, accepted the ticket. First class is nice, but it would have been better if I hadn’t needed to drive a couple hours after the flight. One cannot indulge in free adult beverages, if he has to drive at the end of the flight.

                The flight home was back in coach sitting shoulder to shoulder with common passengers. The lady sitting next to me noted that I had been on the Monday flight and I had been in first class. She said she remembered me because of the way I chew gum. Finding that interesting I ask, “how do I chew gum?” she replied, “aggressively, you really get after it”. I thought about it for a minute and I agreed.

----------------------------------------

                The Portland Organ airport had the best oatmeal raisin cookie I have ever had. I was waiting on the plane and decided to get a cup of coffee. The lady behind the counter asked if I wanted a cookie. I asked what kind and she went through the short list. I took the oatmeal raisin cookie. The cookie and coffee were better that you know what. It made my day. I even told my spouse about the cookie. 

                I should note that on my next visit to the Portland airport they did not have the oatmeal raisin cookies. I was disappointed and depressed for several days!

----------------------------------------

                I liked the Philadelphia airport because it had an area with stores more or less like being in a shopping mall. There were several eating establishments and there were rocking chairs that one could sit in and watch the world go by. I often enjoyed watching people go by, wondering who they were, what they did and where they were going.

----------------------------------------

                There was this one trip to South Carolina, I would normally fly from Dallas direct to Columbia SC. The lady that normally made our reservations was on vacation so the president of the company’s assistant made the reservations for me. My flight was from Dallas to Memphis then to Columbia. I thought it was a little odd that I would fly through Memphis but I assume they were saving money and this was a cheaper route.

                I arrived in Memphis and went to the gate for the flight to Columbia. After a few minutes I decided to check with the desk because the flight number and time that was on my ticket did not match what was on the monitor.

                The nice lady explained that I was at the wrong gate and I should go to a gate that was way across the airport. She also noted that they were boarding at this time.

                I was then in a panic mode, not being familiar with this airport I was not sure where to go. I followed the signs and finally arrived at the gate. They rushed me onto the plane, I was the last to board and evidently they had been holding the plane for me.

                I quickly sat down and fastened the seat belt. The plane was smaller than I thought it should be, I guessed they were saving money.

                There was a nice looking lady sitting next to me and she commented that I almost missed the plane.

                The motors were started and the plane was taxiing, we were on our way. We received the presentation as to how to evacuate the plane in case if an emergency.

                Off the ground and in the air all was well until the pilot came on the PA system and welcomed us aboard. He said we would be flying at 28,000 feet and would arrive in Columbia, Missouri in one hour. 

                What?!

I reached for my ticket to see where I was supposed to be going. It clearly stated Columbia Missouri. I told the lady next to me I was supposed to be going to Columbia, South Carolina, not Columbia Missouri.

This lady said I should tell the stewardess. I asked why, she can’t do anything, my ticket is for Missouri and not South Carolina.

She commented, “You are taking this very calmly, I would be in panic mode if it were me.”  I explained that I would get another flight to South Carolina when we landed in Missouri.

                Landing in Missouri I immediately called the home office to get a new flight. There was no other flight in or out of this small airport today. They got me a rental car and a hotel room for the night. I was booked on a flight the next day which took me back to Memphis and then on to Columbia SC, a day late and a dollar short.

                From this ill-fated trip on, I checked the destinations on my tickets before I began any trip.

--------------------------------------

                During another adventure, I was on my way home and had arrived at the Dallas airport. I was scheduled on the last flight from Dallas to Waco. The flight was postponed a couple times and then finally canceled. I do not remember the reason but they would not provide us with rooms. They rebooked me on the flight for the next day.

Myself and a couple other men was discussing this and decided it was a two hour drive to Waco and we were going to get a one way rental car and split the cost. Guess what, none of the rental companies would give us a one way rental.

More discussion followed and we decided to see what a taxi would cost. We were told the taxi would cost $210.00. If we split the cost three ways it would be $70.00 each and that was less than a hotel room for the night.

We decided to take the taxi. I unfortunately got the front seat with the driver. This taxi had not been cleaned in a long time and I had very little room in the front seat. Also the driver may not have taken a shower for a couple weeks.

The drive seemed to last forever, we arrived at Waco airport about 1:30am and each of us paid the driver $70.00.  I don’t know about the other passengers but I did not tip this stinky driver.

 

When traveling, check your tickets and have fun!

 

Don Ford

 

Have a successful opening

 

When opening a new warehouse, distribution center, service center, or similar business, there are a few common since guide lines that should be followed. 

If you have existing center/s that function as expected, you would be wise to use the proven processes, while only incorporating new systems or procedures that will enhance the tried and true. Consultants can be helpful but remember, they are salesmen, there to make money for themselves and their vendors.         

Select the management team from people that have been involved in the process previously. If you can’t do this, there must be an experienced management team, working with (embedded) during the entire start up, to work with (influence, direct, and manage) a new or fairly new center manager. The new manager could seem to be in charge, but in reality he / she would be learning processes and procedures.

                There is always need for new blood in any organization, but the new blood is not to change everything. Instead the new blood is to carefully blend new ideas and concepts with the tried, true and time tested methods, when approved by those who understand, the new and tried methods. 

The Management team must be compatible, they must be able to work together without fear that they will say or do something that the other could not deal with. 

It is best if the manager and senior supervisor have worked together prior to this assignment and are also compatible. 

Management team must be able to discuss their thoughts, ideas and disagreements, but after these discussions, be in agreement on the entire process.

Management team must have a complete understanding of the processes, training and expectations prior to being assigned. 

Management team must have clear and open communications between all.

The management team must be able to communicate with upper management, without fear or without feeling that they are in the presence of someone special.  

Picking the right people for the new Center is a very important key to success. Do not consider race, sex, national origin or any of those politically correct topics. Pick the best people from your candidates and you will without prejudice have a balanced crew.

This very much applies to those who do the initial review of the applications. You could easily have a person reviewing the applications and this person could have a prejudice. Be sure that those who are reviewing applications and interviewing candidates are looking for great workers and not a certain race, sex, national origin or other politically correct category. Just because someone works in HR does not remove the possibility of prejudice.

Equally or more important in a successful opening is the training of new staff. The instructor must understand his subject and present it clearly and professionally.

Candid new staff reviews and evaluations, are very important in retaining only the best.

It sounds so simple, but putting it all together takes some imagination, planning and the ability to, “inspect what you expect”.

The inspection of your expectations applies to every level from the C.O.O. to the newest supervisor. You don’t just ask how things are going, you actually review what you are responsible for.

If you do not know how to review a process, procedure, a program then ask for help, don’t wait. Asking for help indicates that you care, and may save untold hours of reworking. 

Part of the, “inspect what you expect” concept, can be as simple as listening to and understanding what others are saying. In many situations there are people who are aware of concerns with a new start up but no one asks them for their input. Worse than that, those who could help are told thanks for your input but we have this.

I believe a review of the entire process should be held after a successful or less than successful opening of a center. What went right and what did not. What information was available that we did not ask for or listen too? How did we gather information and ideas that helped in the opening? Then use this information when it is time to open a new center or remodel and old center. 

 

                In summary:

Chose an experienced manager and senior supervisor;

Hire only the best candidates;

Proper training for all staff;

Candid reviews of new staff, keeping only the best;

Inspect what you expect, at all levels.

 

Don Ford