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AgentOtterPerson30
I need help with this(It relates to I-O psychology) Watch the…
I need help with this(It relates to I-O psychology)
Watch the video clip on structured interviews. It can be found on You Tube using the link below.
The first part of the clip illustrates the full interview. (Pardon the acting… I think the author of your text gets his students to act these as a sample).
The second and third part of the clip shows two applicants for a restaurant server position going through a structured interview. Use the scoring key below to score how well the interviewees perform. What score did you give each person for each question? How do you think the interview could be improved?
Here is the scoring for the interviews. Do this twice – once for the second (Amy) and third (Sarah) interviews on the video clip.
Question Amy (2nd interview) Sarah (3rd interview)
1
2
3
4
5
6
7
Total Points
Comments and Suggestions for Improvement? How do you think the interview could be improved?
Questions and Scoring
_____ Q 1: Tell me about your previous restaurant experience
5 = Has more than 1 year of experience as a server in a high-class restaurant
4 = Has less than 1 year experience as a service in a high-class restaurant
3 = Has more than 1 year of experience in a restaurant that was not a high-class restaurant
2 = Has less than one year of experience in a restaurant that was not a high-class restaurant
1 = Has no experience as a server in a restaurant
_____ Q 2: At your previous serving jobs, about what percent of the bill did you receive in tips?
5 = Over 19%
4 = 16-19%
3 = 15%
2 – Less than 15%
1 = Never received tips at a previous job
_____ Q 3: What hours are you available to work?
5 = Any shift and any day
4 = Nights and weekends only
3 = Nights or weekends
2 = Days only
1 = Never on Saturday or Sunday
_____ Q 4: Suppose that a customer receives a steak that was not cooked properly, what would you do?
5 = Apologize, offer to get the customer a new steak, and remove the stead from the bill if the customer seems upset
4 = Apologize, offer to get the customer a new steak, and automatically remove the steak from the bill
3 = Apologize and offer to get the customer a new steak
2 = Get the customer a new steak
1 = Apologize to the customer
_____ Q5: Suppose that you have a very angry customer, what would you do? (Give a point for each strategy that the applicant mentions and a point if the applicant gives all of the answer in the proper order.)
___ 1 = Let the customer vent, listen
___ 1 = Apologize for the problem
___ 1 = Ask the customer what you can do to solve the problem
___ 1 = Do what the customer asks (within reason)
___ 1 = Answers were given in the proper order
_____ Q 6: You notice that a customer’s glass of iced tea half-empty. What should you do?
5 = Ask if the customer would like some more tea (applicant also provides the reason that one should ask)
4 = Ask if the customer would like some more tea
3 = Bring a new glass of tea
2 = Fill the customer’s glass
1 = Wait until the glass is empty
_____ Q 7: Restaurant Knowledge: Give one point for each correct answer (total points for this question could range from 0 to 10 points)
Score Question Answer
What type of wine (red, white) goes best with a marinara sauce? Red
What is in a White Russian? Vodka, Kahlua, cream
One which side of the plate does the salad fork go? Left side
An Italian dish with the word pollo contains what? Chicken
A customer asks for a white wine; would you give him the Chardonnay or the Merlot? Chardonnay
Should the tip be computed before or after taxes have been added? Before
What should a steak cooked medium look like? A little pink inside
What is calamari? Squid
Can a parent order a glass of wine for her underage child? No
Which of these spices would not be considered sweet: basil, tarragon, fennel, or cloves? Cloves
