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EMPLOYMENT PREPAREDNESS 401 EXTRA ASSIGNMENT Submitted to Professor James Wyer 8/4/2010 Ravinder Singh Rathore 300402663

Part 1. MNCs are plying very vast role in the present scenario to keep world as a one. Globalization affecting the livings of all people around the world. This also affecting the recruitment pattern of the companies. Best methods are shared between borders. Companies using best and rated methods to select their employees. Behavioral Interview technique is one of the finest ways to know more about the behavior and skills of the candidate. In this method the future performance of the candidate is being ascertained by his past performance in the similar situation. In this interview method the technique is very probing. To take an example following are some of the key interview question asked by the companies: 1. Give me an example of a time when you set a goal and were able to meet or achieve it? In my last job as my client merge with another bank we got huge work load. However, I mange the team perfectly and came over it without any backlog in Month to Report to client. 2. What is your typical way of dealing with conflict? Give me an example? The best way to deal a conflict on floor is compromise. Try to understand the reason of conflict, make point and see who is really effecting, then make a decision. 3. Give me an example of when you showed initiative and took the lead? Due to the high volume because of merger between clients, quality was really getting low every day. Three consecutive months and quality dropped to 89% from 99.3%. We were lacking by 6%. Management was really worried. I came with an idea, plan a project, started working and finally with I end up with 97% for new month. Situational Interview technique is another best way to get more about candidate. HR mangers provide basic situation to the person and then they evaluate how good candidate can handle it out. An interviewer starts as How would you handle the situation 1. A co-worker tells you in confidence that she plans to call in sick while actually taking a week's vacation. What would you do and why? For the very first time I will give a chance to go for outing. If I face the same situation from same employee again, I would tell this co-worker that being dishonest in her job to her boss as well as her coworkers is not wise and being dishonest in her job is wrong. I would say how we all want more vacation time, but we have to earn it and that by taking this extra time, it's hurting everyone in the department because the person's absence will affect productivity. 2. Describe how you would handle the situation if you met resistance when introducing a new idea or policy to a team or work group. Change is always not easily acceptable for the employees. They come with hundred ideas not to do as per new policy. The best way to convince people is to be able to understand where they are coming from and address their questions and concerns about the new idea directly. It is also important to stay confident and believe in yourself because if you don't buy it no one else will either.

Part 2 As per my Career ladder following is the job which I would consider entry level jobs for me. As I had relevant work experience in a MNC as well as worked on a project. The job is as follows: Manager Customer Service and Call Center

Date: 2010-07-20, 6:04PM EDT Reply to: job-akvjp-1853894029@craigslist.org [Errors when replying to ads?]

The successful candidate will be co-supervisor of a 25 person call center with overall responsibility for on-floor employee supervision in all departments. The position requires flexible hours to ensure a supervisor is available in-office at all times (the office is open for business 8AM - 9PM, Sunday - Firday). The successful candidate will report directly to the Executive Team and will be responsible for all matters relating to supervisory and 'help desk' duties. Customer Service and Call Center Manager will manage, train, develop, coach, monitor and empower team to provide potential clients with an outstanding service experience, and to inspire the feeling of confidence, and sensitivity with a sense of pride and dedication to the company. This also includes the ability to support the transference of skills and knowledge obtained in the training into practice and production thereby meeting and exceeding key performance objectives. The successful candidate will have extensive experience working in a process-driven environment and will be tasked with ensuring the various departments function in a fully cohesive manner. Key Accountabilities: Communicate performance objectives, motivate staff to overcome any potential issues in achieving objectives Assess employee skills to identify training/coaching and partner with management to provide individual coaching or instruction, ongoing feedback, answer questions and communicate expectations and motivate to achieve desired sales/performance results Promote and support quality efficiency, one call resolution and customer satisfaction Work with management and contribute to the ongoing improvement of standards, policies and procedures leading to the ongoing enhancement of service quality and improved productivity Complete all other projects or tasks as assigned Required Skills and Knowledge: Minimum of 2 years of managerial and supervisory experience Post secondary degree or diploma preferred but not required Excellent communication(oral and written) and presentation skills Proven ability to coach, train and motivate for performance Ability to manage multiple priorities Ability to translate the impact of operational decisions on customer/employee satisfaction Good working knowledge of word and excel Strong analytical & problem solving skills Sound decision making skills Strong time management and organizational skills Flexible to work various shifts

If you believe you possess these skills we'd love to hear from you. Email us your resume with JOB# CS2823 in the subject.
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Compensation: $40,000 - $50,000 commensurate with experience Principals only. Recruiters, please don't contact this job poster. Please, no phone calls about this job! Please do not contact job poster about other services, products or commercial interests.

PostingID: 1853894029

Part 3 Situational Questions 1. If you are not agreeing with the way your manager says to handle a problem. What would you do? First, I would try to find out reason why I am not agreeing on what the manger said to me. I will write down the reason and then find out how it can be done in better ways. I would then sit down with my supervisor in private and discuss with him what I had a problem with and how I think it should have been done.
2. What things you will keep in mind before make an important decision on the job.

First, I will find out how would the company benefit from this? Second, how does it relate to the company's values and beliefs? And last what are the negative and positive impacts this decision has on the company? Behavioral Questions.
1.

Give me an example of a time when you motivated others? As our client got merge with one of the regional bank we got huge volume. We had no additional support and we had no time to recruit new employees. I tried to evaluate the situation and came up with few solutions. 1. Slightly Increase the daily target. 2. Extended hours of operation by an hour.

I make the management ready to hand out some awards for achieving targets and extra payment for additional hours. And in the end mission accomplished
2.

Tell me about a recent situation in which you had to deal with a very upset coworker. One of my colleagues was working for the same project from last two years but he was not getting any promotion. His records were not good and were getting worse. I asked him the reason and he said he is not comfortable for odd shift as he was only married employee on the floor. I consult with HR and my manger and manage to shift him into his own required trimmings. He was so happy and his performance came into main stream.