Structured Interview Form Assignment Instructions

Structured Interview Form Assignment InstructionsUsing The Template Pr

Using the template provided in DocSharing (using this form is required ), create a list of ten (10) structured interview questions and submit it to your Dropbox by the end of Week 5 using the following guidelines: Your original questions (e.g. written by you) should only contain legally allowable, job related inquiries. Act as if the organization you are working for is obligated under Title VII and the other major, federal employment laws when writing these questions. A brief rationale for each question must be included (e.g. why this question is important; what type of information you are hoping to elicit from the candidate with the question).

Students are encouraged to include behavioral interview questions. You should not provide a sample answer for each question: only the question and rationale are needed. Include the position title and compose a brief (3 to 5 sentences) description of the job for which the questions relate. Please note that questions typically found on an application form (e.g. "Are you at least 18 years or older," "Are you legally authorized to work in this country,") are NOT interview questions and should not be used.

Create questions that you think would especially support identifying the KSAs of the candidates for this position. Think about what the KSAs would be for the job you selected, as well as some of the duties that come to mind. Example : For a computer repair technician questions might include “Describe for me the process you use to troubleshoot XYZ…” (hard skill question. “Tell me how you’ve handled a customer that was hovering over you while working on their computer”) (soft skill question). Consider both “hard skills” questions (that focus on the more “technical” aspects of the job) and “soft skills” questions.

It is usually good to have a combination of both for a well-rounded, comprehensive interview. And remember to keep all questions focused on the KSAs of the position. DO NOT submit any “generic” questions (e.g. “What are your work strengths?” “Where do you see your career in five years?” “What can you bring to our company?” “Why did you choose XYZ as a career?”). Avoid closed-ended questions (e.g. questions that can be answered with a yes/no answer such as “Are you a team player?”). All questions, rationale data, and position description MUST be written by you.

This assignment is not about finding information online or at another source (even if properly cited). Also, to avoid possible academic integrity issues, your questions for this assignment should be created from scratch solely by you. Use of interviewing questions previously utilized (such as at your work) should be avoided as the exact origin of the questions may be unknown. See the next page for the grading rubric for this assignment.

Structured Interview Form Assignment Grading Rubric 40 points Each question with brief rationale is worth 4 points.

Students can receive 0 to 4 points for each based on the quality, as determined by the following: Question is legally permissible and job related. Brief rationale for question is included. Question is tied to the KSAs/duties of the job. Question is not generic (generic means it could be asked in an interview for virtually any position). While generic questions are certainly used in employment interviews they are NOT the focus of this assignment.

Question is open-ended. Question is written professionally with no spelling or grammatical errors. Question would be easy for an applicant to comprehend (e.g. word usage is appropriate and understandable). Good mixture of hard and soft skill questions are provided, as appropriate. Please note the following additional criteria: Points will be deducted if less than 10 questions with rationale are provided.

Example: student only provides 8 questions with rationale. Maximum points possible would be 32. All 40 points will be at risk if any questions are not original (written by the student) regardless of whether proper citation was used or not. ALL questions, rationale, and position description MUST be written by the student. Borrowed material is NOT permissible on this assignment.

The assignment will be returned to the student ungraded for resubmission if a brief position description is not included on the form or if the position description is not specific enough in its depiction of the position. This is required so your instructor can properly assess if the questions you have written appear to be KSA based. Zero points will be recorded if the student elects not to resubmit the assignment. Please title your document with your last name, then first initial and assignment name (e.g. BrownPInterviewQsnts.docx) and note that the template in DocSharing MUST be used.

Paper For Above instruction

The following paper provides a comprehensive set of ten structured interview questions developed in alignment with the guidelines specified in the assignment instructions. Each question is accompanied by a rationale explaining its relevance, the information it aims to elicit, and its appropriateness concerning legal and job-related constraints. The questions are tailored to assess the key competencies, skills, and attributes necessary for the chosen position: Customer Service Representative.

Job Description

The position of Customer Service Representative involves managing customer inquiries, resolving complaints, processing transactions, and ensuring a positive customer experience. The role requires excellent communication skills, problem-solving abilities, patience, and a strong understanding of company products and policies. The ideal candidate will demonstrate KSAs such as interpersonal skills, conflict resolution, multitasking, and technical proficiency with customer management systems.

Structured Interview Questions with Rationale

1. Question: "Describe a situation where you had to handle a difficult customer. How did you resolve their issue?"

2. Rationale: This behavioral question assesses conflict resolution skills, patience, and interpersonal abilities. It provides insight into how candidates approach challenging interactions, which is critical for customer-facing roles, and helps determine their ability to maintain professionalism under pressure.

3. Question: "Tell me about a time when you had to multitask during a busy shift. How did you prioritize your responsibilities?"

4. Rationale: This question evaluates organizational skills, time management, and the ability to handle multiple demands simultaneously. Effective multitasking is vital for ensuring timely and efficient customer service, especially during peak hours.

5. Question: "Can you give an example of a technical problem you solved for a customer? What steps did you take?"

6. Rationale: As a hard skill question, this probes the candidate's technical proficiency and troubleshooting skills, essential for understanding how they resolve customer issues using company systems or product knowledge.

7. Question: "Describe a situation where you had to adapt quickly to a change in company policy or procedures."

8. Rationale: Adaptability is crucial in dynamic work environments. This question assesses flexibility, openness to change, and the candidate’s ability to adjust without compromising service quality.

9. Question: "Tell me about a time when you received constructive criticism. How did you respond, and what changes did you make?"

10. Rationale: This soft skill question examines receptiveness to feedback, self-awareness, and commitment to professional growth—important traits for continuous improvement in a customer service role.

11. Question: "Give an example of how you explained complex information to a customer who was confused."

12. Rationale: Communication skills are essential in this role. This question reveals the candidate’s ability to simplify technical or complex information to ensure customer understanding.

13. Question: "Describe a time when you worked as part of a team to achieve a common goal."

14. Rationale: Teamwork is often necessary in customer service settings. This question evaluates collaboration, cooperative attitude, and ability to work towards shared objectives.

15. Question: "Can you share an experience where you went above and beyond for a customer?"

16. Rationale: This question aims to discover the candidate’s dedication to providing exceptional service and their willingness to exceed expectations, which can differentiate top performers.

17. Question: "Describe how you stay organized and manage your workload during high-volume periods."

18. Rationale: Organization and workload management are vital KSAs. This question helps determine how candidates prevent errors and maintain efficiency during busy times.

Conclusion

The questions developed are carefully tailored to assess both the hard and soft skills necessary for a Customer Service Representative. They are legally appropriate, relevant to the job duties, and designed to elicit meaningful insights into the candidates’ KSAs, aligning with the employment laws and guidelines provided. The blend of behavioral and technical questions ensures a well-rounded evaluation, supporting the selection of a qualified candidate capable of delivering superior customer service.

References

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