有效构建面试--hanjp000.pptx

1、有效构建面试有效构建面试导 言困惑：n如何安排面试流程、结构？n直线部门与HR的角色？n借我借我一双慧眼吧，让我把这纷扰看得清清楚楚明借我借我一双慧眼吧，让我把这纷扰看得清清楚楚明明白白真真切切明白白真真切切 课程目标n了解“甄选”和“面试”的概念n了解面试过程的结构n阐述制定面试标准的意义n能够在面试前完成充分准备n运用STAR提问与追问技巧招聘面试综述n招聘招聘、甄选甄选的概念n招聘包含从招募到聘用的全过程。甄选是其中的重要环节。面试是常用的甄选方法之一。n面试面试的定义：在特定场景下，经过精心设计，通过面试人与应聘者双方面对面的观察、交谈等方式，了解应聘者素质特征、能力状况以及求职动机等

2、的沟通过程。面试是有目的的谈话，是双方的相互了解，是双方彼双方彼此认知、彼此考量此认知、彼此考量的过程。n面试的类型n面试的结构nHR与直线部门的角色直线部门HR 确定人员需求明确任职要求（技能/资格/个人特质）、面试标准并向HR传达与求职者交流（测评、面试）决定录用制定招聘计划组织实施招聘计划选择招聘渠道，初选，辅助直线经理甄选（求职意愿、个性特质），回答薪资福利等人事问题主持面试，监控甄选的公平性、合法性评估招聘过程（效果、成本、流程）为直线部门提供招聘技能培训为直线部门提供甄选支持，辅助直线部门选择甄选工具 n直线：明确需求、明确标准、甄选评判、决定录用nHR：设计体系、提供培训、提供工

3、具、组织协调、辅助甄选、监控评估 制订政策、咨询顾问、服务支持、协调控制 有效构建面试n练习：相对而言，下面哪一个事件最能说服你：他是一个好员工1、从不迟到、请假。2、同事生病，主动为其顶班5天。3、在大堂内拾到客人钱包，物归原主。4、化解一次同事间的冲突。5、积极学习计算机知识。确立面试标准很多时候不是不会问，而是无从判断，因为标准模糊。面试标准确立面试标准我们需要什么样的人我们需要什么样的人n快速上手（能干）人岗匹配n适应环境（能一起干）人与组织匹配n一路同行（能长期一起干）人与组织发展匹配 确立面试标准n职业素养易被忽视，但却是行为的支撑，对高绩效的产生与持续有决定作用 企业需求企业需求

4、 核心胜任力核心胜任力知 识技 能经 验职业素养人岗匹配人与组织匹配人与组织发展匹配确立面试标准 冰山理论 冰山以下的部分对人的持续发展有着深远影响确立面试标准n三个匹配中，我们要明确哪一个更重要，重要性顺序不同，考察重点就不同。n确立标准从企业中最优秀和最不优秀的人身上考察 n抓住重点 确立面试标准n可转换技能和素养类的标准如何确定？行为描述，细分等级，可衡量Team Focused 注重注重团队Leading&Developing People领导与与发展展员工工Action Oriented行行为导向向Adaptability 适适应性性Action Oriented 行行为导向向Pro

5、blem Solving&Decision Making 问题解决与决策制定解决与决策制定Passionate 工作工作热情情Impact&Influence效果与影响效果与影响Team Focused注重注重团队Teamwork团队合作合作Savvy 行行业了解了解Cultural Awareness 文化意文化意识Savvy 知知识技能技能Understanding the Business了解了解业务Savvy 行行业理解理解Customer Focus 关注客关注客户Passionate 工作工作热情情Impact&Influence效果与影响效果与影响Competency Guide

6、 能力指能力指导Hotel Executive Teams&Department Heads 酒店行政委酒店行政委员会及部会及部门经理理 Team Focused 注重注重团队 developing the talent,process and capability for our current and future needs 根据酒店目前和今后的需求来发展人才，工作方法与专业能力Teamwork 团队合作合作Demonstrates co-operation and trust with colleagues and teams and across organisational bou

7、ndaries.Participates as a team player and establishes strong working relationships to deliver positive results.在同事之间，团队之间及跨组织之间展示出合作与信任，作为团队的一员参与工作，为取得成功而建立稳定的工作关系。Leading&Developing People领导与与发展展员工工Inspires others to excel by clearly communicating business values and direction,recognising good perf

8、ormance and providing managerial support.Develops the potential of others through coaching and development opportunities to build organisational capability for the future.通过对商业价值与导向的清晰交流来鼓励他人进行自我超越，认可表现出色的员工并提供管理支持。通过不断的指导和提供发展机会来发掘他人的潜力，以此为将来建立团队力量。Action Oriented 行行动导向向 ensuring that visions and s

9、trategies are translated into specific deliverables in order to get results 确保酒店的愿景和战略都被转化为具体行动以达到成效Adaptability适适应性性Works comfortably and effectively in an environment of ambiguity or change;is receptive to new ideas and responds to workplace changes with flexibility and optimism.能够在无序或变化无常的环境中保持稳定

10、与高效，善于接受新观点，以灵活和乐观的态度适应不同的工作环境。Problem Solving&Decision Making 问题解解决与决策制定决与决策制定Effectively diagnoses problems and thoroughly analyses information to guide decision-making.Evaluates and assimilates critical information when reaching conclusions and makes logical competent decisions.高效地判断问题并全面分析信息以指导决

11、策的制定。当即将作出结论并制定合理有力的决策时，评估并采纳关键的信息。Passionate 工作工作热情情 creating an environment where there is a relentless commitment to success 创造一个对成功坚定承诺和不懈追求的工作环境 Drive for Results 成效成效驱动Sets high performance standards and pursues aggressive goals.Strives for constant improvements,takes responsibility for achiev

12、ing business results,and perseveres despite obstacles.制定高规格的运作标准，追求挑战性目标。为不断提高而努力，为达到事业目标而担负责任，并克服一切障碍。Impact&Influence 效果与影响效果与影响Promotes ideas persuasively,shapes the opinions of others and overcomes resistance.Establishes influential contacts,builds consensus for action and negotiates mutually be

13、neficial solutions to problems.具有说服力地推广好主意，采纳他人意见并克服阻力。建立有影响力的联系，集思广益，就出现的问题进行互利协商。Savvy 行行业理解理解 understanding the market,the business and customers in order to create competitive advantage 了解市场，了解业务及客户以创造竞争优势Customer Focus 关注客关注客户Builds and maintains relationships with internal and external custome

14、rs.Understands and anticipates customers needs;takes action to address customer needs,and strives to exceed customer expectations.与所有内外客户建立并保持积极的关系以保证超越其需求。了解并预测客户需要，采取行动来满足这些需求并努力超越其期望。Innovation改革改革创新新Generates new ideas and encourages creativity from others;recognises the need for new or modified

15、 approaches;creatively combines different perspectives and approaches.努力开创新的想法并鼓励员工进行创新，认可有新方法和改良措施的需求，创造性地结合不同的观点和方法。Cultural Awareness 文化意文化意识Understands and takes into account the global nature of the business.Works effectively with colleagues from different viewpoints,cultures and countries.了解并重

16、视行业的全球化特色，与持有不同观点，具有不同文化背景及来自不同国家的同事高效合作。Understanding the Business 了解了解业务Demonstrates an interest in and understanding of issues relevant to the business and keeps knowledge up-to-date.对于业务方面的工作展示出兴趣和理解力，不断更新所掌握的知识。Range Statements 范围陈述范围陈述Strong强劲Consistently Exceeds Expectations 始终超出期望 Frequently

17、 Exceeds Expectations 经常超出期望Competent 胜任任Meets Expectations 达到期望Development Need 有待提高有待提高Almost Attains Expectations 几乎达到期望Below Expectations 未达期望1.Works to include and value the contributions from all team members by listening,acknowledging and praising 2.通过聆听认知和赞赏对所有团队成员的贡献给予肯定1.Acknowledges the c

18、ontributions of all team members by listening,acknowledging and building on suggestions2.通过聆听认可给予意见对团队成员贡献给予认可1.Treats team members unequally in ways that reduce trust;fails to acknowledge others or use active listening skills2.无法平等对待团队成员,或对他人缺乏信任和认可；无法运用积极的聆听技巧了解其他人1.Utilises the full range of skil

19、ls and resources of other team members2.擅于充分调动其他团队成员的技能与资源1.Utilises some of the skills and resources of team members2.善于调动团队成员的技能和资源1.Is unaware of the skills and resources of team members and does not put these to good use2.不清楚团队成员所具技能与资源,并且无法对其善加利用1.Actively seeks input and commitment to team goa

20、ls and plans from all team members;consults with those affected before making a decision 2.主动争取所有团队成员对团队的目标和计划全力投入;在做出与影响员工的决定前与成员商讨1.Readily shares information and involves others in shaping plans and decisions that affect them 2.乐意与团队成员分享信息，让他们参与计划和对他们有影响的决定1.Works independently and does not invol

21、ve others in plans and decisions that affect them2.专断工作,不能让其他团队成员参与对他们有影响的计划和决定1.Routinely acknowledges,rewards and celebrates team accomplishments2.定期感谢、奖励并庆祝团队的业绩成就1.Takes opportunities to celebrate successes with the team2.抓住机会与团队成员共同庆祝成功1.Fails to acknowledge the work of the team2.对团队工作不能认可1.Act

22、ively encourages relationship-building between different departments within the organisation 2.积极鼓励不同部门之前建立联系1.Collaborates with other work groups that share common goals;discourages“us vs.them thinking”2.与其他团队合作、共享目标；不鼓励“我们的想法对他们的想法”1.Prefers to work alone and not with other groups;takes advantage

23、of resources and expertise in other areas of the company but does not reciprocate2.喜欢独自工作,且不能与他人合作；利用团队的资源和经验却不能与他人分享自己的资源和经验1.Develops effective working relationships with others regardless of level including direct reports,peers and higher management2.不论级别能与其他人发展良好工作关系,包括直接上级和高层管理及同级同事1.Works coll

24、aboratively most groups including direct reports,peers and higher management 2.与决大多数的团队合作不论是直接上级，高层管理层或同级同事1.Makes little effort to develop effective working relationships with other groups;has a significantly better relationship with one group vs.another2.很少投入发展同其它团队的有效合作关系;与某个团队的关系明显好于其他团队1.Proact

25、ively encourages teamwork;addresses conflict and removes obstacles to collaboration among team members and between work groups2.积极主动鼓励团队合作;在团队成员和团队之间解决矛盾、克服障碍来加强协作1.Encourages co-operation within team and between work groups2.鼓励团队中的合作和团对间合作1.Ignores obstacles to co-operation within team or between w

26、ork groups;allows conflict and unco-operative behaviour among team members and work groups to persist 2.默许矛盾和不合作的行为在团队内滋生蔓延，忽视团队内部、不同团队之间的合作1.Places high priority on success of team;forgoes personal interests to support team2.团队利益为先,必要时牺牲个人利益1.Works to support success of team 2.工作以团队成功为主1.Puts own n

27、eeds before those of team2.将个人需求置于集体利益之上Range Statements范范围陈述述Strong强劲Consistently Exceeds Expectations 始终超出期望 Frequently Exceeds Expectations 经常超出期望Competent 胜任任Meets Expectations 达到期望Development Need 有待提高有待提高Almost Attains Expectations 几乎达到期望Below Expectations 未达期望1.Fosters the development of a sh

28、ared vision by clearly defining and communicating the strategy and direction for the team2.通过制定团队战略、发展方向以及与成员沟通来培养员工的憧憬1.Communicates the overall vision to the team and gains common understanding of how this will be achieved.Provides clear direction to the team.2.与团队成员沟通远景、对未来的业绩达成共识。为团队提供清晰的方向。1.Fo

29、cuses on day-to-day priorities and fails to communicate performance expectations or a broader vision or convey clear direction to the team.2.关注每日工作的重点,却失于与员工交流工作期望或传达团队方向的机会1.Demonstrates personal commitment to the teams goals and priorities2.展现个人对团队的目标及重点的投入与奉献精神1.Establishes clear business goals a

30、nd individual objectives;helps others to prioritise work2.建立清楚的生意目标和个人目标，帮助他人列出工作重点1.Focuses on own work and does little to provide direction to team members2.只关注本身工作，很少为团队成员指引方向1.Ensures that team members clearly understand their roles and their contribution to departmental objectives2.确保团队成员清晰地理解他

31、们的作用和对部门目标的贡献.1.Conveys the message that everyones work is important to the achievement of the teams goals 2.所有成员的工作对团队目标地实现都是重要的，并将这一信息广泛传达1.Makes little effort to clarify team members roles or how they contribute to organisational success 2.很少明晰团队成员的工作角色以及其对组织成功的贡献1.Regularly provides on-going spe

32、cific and constructive feedback;quickly and effectively deals with performance problems 2.定期提供对现状明确的、详细的和有建设性的反馈,快速有效地解决营运问题1.Provides specific and constructive feedback when results are not up to expectations 2.当结果没有达到期望时，提供具体而有建设性的反馈1.Provides others with little performance feedback;feedback is ge

33、neral and vague;avoids addressing performance problems 2.很少给他人工作反馈;反馈很笼统且不清楚;回避实质问题1.Appropriately recognises and rewards individuals and the team for their achievements2.对个人及团队的业绩予以恰当的认可和奖励1.Acknowledges the accomplishments of others2.认可他人的成绩1.Misses opportunities to acknowledge the contribution or achievement of others2.错失机会认可他人的贡献或成绩1.Removes obstacles and provides employees with the appropriat