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Many employers are now using a type of structured interview known as the situational interview. In a situational interview, applicants are asked predetermined questions that require them to respond to what they would do in a hypothetical situation related to the job of interest. The hypothetical situation usually involves some kind of dilemma or choice of responses.
A customer comes into the service department to pick up his/her car that was to be repaired. The repair was supposed to have been completed by 9 o’clock, but the car is not yet ready. The customer becomes angry. How would you handle this situation?
When the situational interview is used, the interviewer must ask every applicant the same list of questions in a standardized manner. A scoring key should also be available to score every applicant’s answer. The response listed at the low end of the scale (1) is supposed to indicate a poor response to the question, whereas the response listed at the high end of the scale (5) is supposed to indicate a good response to the question.
1 = Tell the customer that high quality service work cannot be rushed. It takes as long as it takes.
2 = [include behavioral descriiption for 2 as well
3= Apologize, tell the customer that you will check with the service manager and find out when it will be ready.
4 = [include behavioral descriiption for 4 as well]
5 = Tell the customer he/she has every right to be upset, this is not the way the car dealership does business, and offer the customer free use of a loaner car until the repair work is finalized.
Assignment:
This exercise requires you to write a situational interview question and to develop a scoring key to evaluate answers to your questions. Then you must administer the question to two friends or classmates who have not seen your questions. Finally, assess their responses.
Write a situational interview question for the job of your choice. Remember that the question should pose a hypothetical situation that might happen on the job, then it should ask the applicant what he or she would do in that situation.
Now you have to come up with a way to score answers to your questions. Develop a 5-point scale to score responses. On the low end of the scale (1), write what you feel would be a poor answer to the question. On the high end of the scale (5), write what you feel would be a very good or optimal answer to the question. In the middle of the scale (3), write what you feel would be an average or mediocre answer to the question. You can, but you do not have to, provide sample answers for ratings 2 and 4.
Now administer the situational interview question to two different friends or classmates that have not seen it. Make sure to ask the question of each individual in the standardized manner. Make sure to pause without talking to allow the individual to think about his or her answer. You may restate the question if needed. Write down each individual’s response, and then score the answers.
What are your impressions of the situational interview? Would you, as a job applicant, like to have your suitability for employment be judged in this manner?