Question

Part 1-Please answer the following essay questions 1. We discussed the advantages and disadvantages of internal recruiting, interviews and reference checks (and the entire hiring process). Please identify ONE disadvantage of each of these three activities -- and explain why you believe they are "disadvantages." 2. Choose ONE interview question listed below and answer it on paper as if it was being asked of you in a face-to-face interview. Please identify the Interview Question #. Details, details, details are necessary if you wish to receive full credit for this question. Interview Question #1: Give me an example of a time when you left a task unfinished at work because you didn't have enough time. What was the outcome? Interview Question #2: Tell me about a job experience in which you had to "speak up" so your supervisor knew what you thought or how you felt. Interview Question #3: Describe a time when you asked your supervisor or co-worker for feedback on your customer service skills, and then used that feedback to improve your work. 3. Please read the following case and answer the associated questions: Your child is in a day care facility. You like the center. During a conversation that you had with the owner during pick-up, the owner tells you that her family is moving out of state. She will either have to close or sell the day care center. She is very saddened by this decision, but she does not have any other choice. As you are driving home, you think that you might be interested in buying the day care center. You like children. You think that you have what it takes to own and operate this small business. Over the next week, you put your thoughts on paper and in spreadsheets. You plan to meet with her to discuss the sale of the business to you. What are some of the business facts should you consider before making any offer? How would you determine the value of the business? With a day care business, what would influence your decision to buy an existing business or start one from a new? 4. At what points in the communication process can problems occur? Give examples of how noise can interfere with the communication process. What can managers do to reduce noise? 5. Communication is one of the keys to being an effective leader. We must develop our communication skills. Please discuss the things that leaders can do to create a culture of effective communication? Part 2 is on the next page.

Answer 1

Part 1

Disadvantage of internal recruiting

There is a possibility of antagonism and displeasure among the other team members and managers. When an internal employee is recruited for a particular opening, the other team members might perceive some kind of biased attitude towards the recruited employee. This might lead to animosity among them. This can also restrict the scope of growth as there is limited diversity.

Disadvantage of interviews

The major disadvantage of conducting interview is that it requires lot of time and financial resources. Along with this the interviewer might influence the process because of his bias or inefficiency. Though interviews give an opportunity to interact with the potential candidate in person, but only interview should not be the criteria for selecting and hiring a candidate. It should be supported by other methods like written examination. Many times interviewers get biased towards the candidate due to any personal or professional reasons which reduces the credibility of this process.

Disadvantage of reference checks

Many times the previous employers do not respond the way they are expected to share the details. Very few organizations provide comprehensive information. This cannot be considered as an authentic indicator as the situations keep changing and past scenarios might not be similar to the present conditions.

Question 3 Describe a time when you asked your supervisor or coworker for feedback on your customer service skills and then used that feedback to improve your work.

I was working in the customer support department at a renowned multinational company. The business model of the company was such that I had to interact with the customers during the whole day. The customers were from all over the globe and everyone had different cultural and social mindset. I was not aware of the cultural nuances and so I was in a confused state as every customer had their own cognitive and personal values. While conversing to them I often offended them unintentionally. So I asked my supervisor and coworkers for feedback on my customer service skills. They were experienced in handling customers from diverse backgrounds and cultures. My supervisor and team members were supportive enough to give me a constructive and positive feedback that didn’t demoralize me. Rather they made me realize that I had the potential to learn fast and I will be able to improvise on my customer service skills. My supervisor helped me in understanding the broader cultural perspectives. My team members helped me in understanding how to respond politely to all the customers as customer satisfaction was our ultimate goal. Over a period of time I was able to incorporate their advices and feedbacks in my service delivery.

Case Study

The business facts I should consider before I make any offer are :

1. Consider factors like long term prospects, location and size of the business.
2. Evaluate the business with the help of specialists because many times what looks great might have some issues associated which are invisible.
3. Check the finances required for funding.
4. Check about any agreement that the seller is already into. For instance lease agreement.
5. Check for any expenses that are prepaid.
6. Draft a letter of sale to understand the exact terms and conditions
7. Past performance record of the business and the brand value.
8. Customer’s perception towards the business.
9. Number of employees and other investments required.

The value of the business can be determined by calculating the number of children against the investments. The business is already set and no awareness is required. The customers already exist. Further awareness can be created through word of mouth communication. No new investments are required immediately. On the contrary the new business would require starting from scratch.

Answer 4-Noise can create discrepancy in the message to be communicated. Problems occur in the communication process when a proper channel is not followed and there are noise and distortions. Especially in non verbal communication noise can distort the message up to a large extent. In oral communication noise can be barrier to effective communication. Managers can reduce noise by adding proper cue to support the communication. Physiological noise should be avoided for effective listening and comprehension of the message.

Answer 5- To develop the culture of effective communication the leaders should define proper channels of communication so that no barriers should affect the proper flow of communication. There are least noise and distortion. Feedback should be given importance and correct channel should be opted for communication.