Letter of transmittal
To; Interview panel members
From;
Dear panel members
Workplace communication
This report is for use within the organization based on the requirements of the interviews that are purposed at serving different purposes with the new trainees for the company. The report will serve elementary purposes for the entire team and each member should therefore consider it a critical tool for accomplishing each purpose highlighted in it. As will be seen in the executive summary, the report will focus on communication, which is the main purpose of any interview. Different aspects and elements of the same will be given the necessary relevance and a critical evaluation done to achieve each intended purpose. I welcome all team members to critically review the report and give appropriate importance to each addressed factor.
Yours sincerely,
Executive summary
One of the main purposes of an interview is finding appropriate solutions for challenges within an organization. This organization will serve this function indirectly by carrying an interview exercise to get members of staff to work for the company. A report on the interview process and the requirements put forward by the team to oversee the interview process is given in this report. Further, the report will give the importance in the ability to commune effectively in a business environment and demonstrate high level proficiency to succeed in an interview process.
Introduction
Professionalism is one of the main bases of being an experienced member of an organization, regardless of one’s occupational level. The Call Center network, for which new agents are required, necessitates expertise in communication. As the team of interviewers embarks on the necessary procedures to ensure that interview processes are engaged effectively, it is necessary to develop expertise in communication, forming the core purpose of this report. This report will therefore focus on the components of an interview process, including listening and speaking techniques.
Emotional intelligence
The workplace is characterized with pressures that influence workers’ ways of accomplishing their tasks. These pressures call for extra abilities of the involved individuals in order to be able to meet the demands of the workplace. Emotional intelligence is the ability of an individual to cope with the demands and pressures of the environment (Lehman, 2011). It does not engage one’s cognitive abilities; neither does it have an association with an individual’s IQ levels. This trait is very necessary for portrayal of one’s charisma, which would not be well exhibited with the hindrance of external pressures. The workplace necessitates an efficient relationship between different members working together. This is purposed at maximizing the possible output, which is one of the core purposes of most firms and organizations. Emotional intelligence forms an important constituent of success related with this concept of success, owing to the fact that workers exhibiting the same are likelier to work together competently.
Emotional intelligence in many ways relates with the concept of emotional competence. The latter implies the ability to manage one self and their relationships effectively (Lehman, 2011). This can be categorized into personal competence and social competence. Personal competence is responsible for an individual’s recognition of his self, regulate behavior effectively and be independent for motivation. Conversely, social competence is the ability to identify and handle the emotions of other people. All these elements make emotional competence a paramount component of an efficient communicator.
In the interview process that new recruits will be engaged, it will be paramount to apply emotional intelligence concepts. This will be done in the interrogation process, as well as for evaluating the interviewees’ ability to encompass emotional intelligence tools in their verbal communication (Lehman, 2011). This will enhance the interview process, not only for singling out the best individuals to fill the twenty five positions necessary in the Call Center, but also for achieving a fast, efficient and successful interview process. The concept of emotional intelligence will be used to eliminate the negative notions associated with the interviews, such as nervousness and discomfort, making interviewees exhibit atypical traits. For this to be achieved effectively, the concepts of emotional intelligence will be applied to demonstrate the importance of self confidence among the interviewers and the interviewees, as well as exhibiting social competence.
The interview process will take place in short sessions for each interviewee, with the questions used being simple, but with the avoidance of simplicity. The interview process will give importance to most traits involved in all eight types of interviews which include; performance appraisal, counseling interviews, information gathering interviews, disciplinary action interview, resignation interview, dismissal interview, problem-solving interviews, and recruitment interviews. However, considering the interview process will take place for the purpose of recruiting new employees, the characteristics of the recruitment interviews will be given paramount importance in this process.
The important characteristics of performance appraisal that will be given importance throughout the interview process include a critical analysis of employee attitudes, and giving encouragement. Regardless of the possible outcome of each interview process, the candidates will be given a possible future plan, typical of performance appraisals. These characteristics are necessary for reinforcing the self-belief of the interviewees, a trait necessary for the candidates who will qualify to work with the company. To make the interview process further successful, characteristics of counseling interviews will be used. The employees will be allowed to talk freely through selected open ended questions. By exhibiting the appropriate listening skills, challenges of different individuals will be identified and appropriate strategies engaged.
To add on to the information obtained through the discussed types of interviews, the interviewees will also be asked to freely provide additional unofficial information. This is a characterizing trait of information gathering interviews. While this will not be the main objective used to test on the general knowledge of the interviewees, it will serve the purpose while also providing an opportunity for the interviewees to express their communication abilities. While it may not be practical to take a disciplinary action interview with the interviewees during a recruitment interview, it is necessary to identify the individuals’ possible reaction to the disciplinary process. This will distinguish the trustworthiness of the interviewees before being employed in the company, and therefore ensure that only the best disciplined are integrated into the organization’s staff.
To bring down the numbers of employees to the least number necessary, it is paramount to figure out on the members’ competence levels. The best trait obtainable from the purpose of a dismissal interview is an understanding of the principle of natural justice. The interviewees who have a proper understanding on this concept are also likely to be knowledgeable on most other theories and policies necessary for an organization to run efficiently and will stand better chances of working with the organization. However, the dismissal interview process will not be given relevance in the recruitment process as employed staff members will not be dealt with.
The recruitment interview bears the greatest weight throughout the recruitment process, and all processes of the same will be engaged during the interview process. The interview structure in this case will chronologically engage all the procedural steps of an interview; planning and preparation, establishing rapport, ascertaining the purpose, the actual interview, summarizing the contents of the interview, closing the interview and conducting an evaluation exercise. This procedure will be necessary for a successful interview to be obtainable. Planning will be necessary for identifying the specifics of procedures that will be used in the interview, and will be necessary for successfully outlining all other processes of the interview process. Following the conduction of the interview and summarizing of the interview’s contents, a conclusive analysis of the interview will be necessary to seal the purpose of the interview. It is only through this that strengths and weaknesses of the interview can be distinguished to make a better interview process in the future.
Planning and preparation is the procedural step in which appropriate arrangement on the venue will be done. Fine details, such as security and providing of materials necessary for the interview will be catered for in this process. With the accomplishment of this strategy, it will be necessary to establish rapport, for the organization and the involved individuals to be in agreement, providing a chance for a successful interview. It is necessary for the purpose of the interview to be identified before the actual interview takes effect. Identifying the purpose provides the chance for the interview to yield the best possible outcome, regardless of other hindrances that may not be catered for in the planning process. For this interview, the most appropriate purpose would be identifying the most competent interviewees identified through good communication skills and showing ability to work well within the organization once integrated.
Two styles of interviews will be used in the process, including the single interview and the face-to-face interview in rotation. The purpose for which a single interview style will be used is reservation of confidentiality of the information provided by each interviewee. Advantageously, the interview style will be cost and time effective, necessary for an interview process in which many employees are engaged. Failing to apply the panel interview style is necessary for boosting the confidence of each interviewee regardless of the numbers of failed questions, as only an interviewee will be present in the interrogation process. In the single interview process, a formal style will be applied. This is due to the fact that the nature of questions, as well as the questioning process involved will be formal, including both open ended and closed-ended questions.
The interview process will be aimed at identifying diverse information regarding the employees. Confidential information, general information and proficiency levels of the employees will need to be evaluated in the interview. This will necessitate the use of different types of questions in the interview process including closed questions, open questions, loaded questions, leading questions, neutral questions, probing questions and mirror questions.
The confidence of each interviewee is worth evaluation before training a successful interviewee into an organization. This necessitates the use of an efficient inquiring practice, obtaining every minor detail within the shortest time possible (Dwyer, 2009). This forms the basis for using the closed-ended type of questionnaire in the interview process. Closed ended questionnaires will be used to obtain truthful information about the interviewees, including history and past records of the interviewees, making it possible to obtain information not provided in the forms presented by the interviewees.
The interview process also necessitates identification of an employee’s consistency. This is possible through presenting an interviewee with a question and giving him/her the chance to answer broadly. Further, the open ended questions are necessary in making the interviewees willfully express their knowledge on a specific field for which they would be questioned. These questions will also be necessary for demonstrating the interviewers’ willingness to listen to their respondents and help where applicable.
The purpose of demonstrating the interviewers’ willingness to listen and cooperate with the interviewee can also be accomplished through leading questions. Used efficiently, leading questions are necessary in making the interview process progress (Dwyer, 2009). This is achievable by using the questions at the beginning of the interview, between other types of questions and to mark the end of the interview. Neutral questions are equally necessary for the success of an interview process. These questions bear importance in testing the genuine nature of the solutions provided by the interviewee. As these questions provide an opportunity for the interviewees to give opinions on general matters, the manner in which they are answered is necessary for an effective analysis process. This gives the interview process a perfect opportunity to evaluate the communication skills of the interviewees, therefore distinguishing the most proficient candidates for work in the organization. These questions are very necessary in this interview, as it seeks to expand the call center network.
While the interview process is required to take the least time possible and be as friendly as possible to the interviewees, the use of loaded questions may also be necessary to yield a successful interview process. These questions are necessary to identify the interviewees’ abilities to cope with perplexing situations, hence singling out on the best individuals to place in different fields in the call center network (Gowing, 2001). Reflective questions are critical in this kind of interview. They are necessary in showing the importance of their responses, while providing more information on the characters. Reflective questions also form relevance in making it possible for the interviewees to contradict themselves, making it possible to single out on the most reliable interviewees.
As the use of the different types of questions is emphasized throughout the interview process, the use of pauses between answers and questions will also be emphasized in the interview process. This will be done to an interviewee after an answer is given, and will prompt the respondent to elaborate more on the information provided. Further, it will be used to test on the self belief of the interviewees, some of whom will remain silent to prove that their answers are right and are confident with the choices or answers they provided. Using the silence technique will be done strategically, to ensure that no time is wasted, and that the technique has been used for the most relevant questions as necessary.
Summarizing the contents of the interview forms an important ingredient before the interview process is closed. It will provide a chance for the three interviewers to compile all the necessary sheets used during the process and make it possible for the data to be analyzed effectively. Closing the interview will provide the necessary chance for the interview to be terminated in an official manner. The interviewees will be thanked for their interests in joining the organization and be promised that a non-biased criterion will be used to pick the best individuals to work for the organization. An appropriate send off will not only be important for consoling the unpromising interviewees, but will also be necessary in making sustaining the name of the organization among the interviewees, who form part of the community which the company serves.
The contents of the interview will need to be assessed critically in order to give a valid outcome of the process. It is without this process that the entire interviewing activity would be unnecessary, as the core purpose of the interview would not be attained (Gowing, 2001). It is found necessary, therefore, to make out on the most efficient interviewees to work for the organization in context, considering the requirements preset before the interview process.
To establish on the best individuals to work for the organization, the best criterion would involve identifying the best suited interviewees for the specific task that needs workers to fill in. The people to work best in the Call Center Network ought to have excellent communication skills and the necessary confidence to work with the best efficiency possible for their purpose to be heeded effectively. Other qualifications that would have to be considered to bring down the numbers to the required twenty five would include past experience in the same field, the discipline history, hence the ability to heed to the requirements of the organization and the reliability of the person. Personal information, including the needs and requirements of the individual would be necessary to identify the availability of the individuals and their ability to work late. While this may not be used to discriminate the workers to leave out in the interview, it would be necessary for planning on the manner in which the new employees would be integrated into the system to work with existing staff members.
Negotiation skills are necessary in this field and with good communication skills, successful interviewees should have their negotiations skills enhanced. These include avoidance, accommodation, comprise and collaboration as they apply to be appropriate approaches to successful interrogation.
Conclusion
Before recruiting new members into the organization, the interview process has been found to be useful for providing the required stipulations, necessary for distinguishing the best staff members to work for the organization. This will go a long way in providing the organization with the best possible staff members to serve in the call center network, forming a good relationship with the clients for which it is obliged to serve.
Recommendations
For the interview process to serve the purpose for which it is intended, it is necessary to distinguish on the most relevant characteristics of the members on target by the organization. This will lead to a realization that the educational qualifications of the interviewees comes as a distant third requirement for the interviewees who will need to exhibit excellent communication skills, and an ability to cope with the requirements of the organization. All these should be clearly identified in the interview process, making it possible to single out the best for the organization.
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