Selection Interviewing Guidelines for Employment Interviews
Understanding the Process
Types of Interviews
Types of Pre-employment Questions Not to Ask
Interview Considerations
EEO Considerations
Equal Pay Act
Civil Rights Act of 1964
Age Discrimination Act
Equal Employment Act
Pregnancy Discrimination Act
Vocational Rehabilitation Act
Americans with Disabilities Act
Civil Rights Act of 1991
Planning the Interview
The Selection Process Strategic Planning Planning
Organizational Mission
Strategic Goals
Strategic Objectives
Strategic Strategies
Strategic Tactics
Strategic Plan
Guidelines for Setting Objectives
The Planning Process
Communication Model Formal Communication
Informal Communication
Creating Open Communication
Communication Barriers
Communication Styles
Effective Assertive Behavior
Nonverbal Communication
False Communication Assumptions
Communicating Negative Information
Communicating Company Image
Active Listening
Listening Curve Leadership Development Leadership
Leadership vs. Management
Power and Influence
Types of Power
Influence Tactics
Empowerment
Delegation
Leadership Style
Path-Goal Leadership Approach
Situational Variables that Affect Leadership
Leadership and Employees’ Efforts
Types of Rewards
Supportive Behavior
Coaching Employees | Customer Service Professional Ethics
Definition of Ethics
Customer Service and Ethics
Customer-Centered Organizations
Customer Philosophy
Definition of Customer Philosophy
Customer Value
Customer Needs
Customer Behavior
Customer Satisfaction
Methods of Tracking and Measuring Customer Service
Retaining Customers
Customer Service Decision
Managing Service Quality Team Development Definition of Team vs. Work Groups
Guidelines for Team Building
Team Leadership
Team Behaviors
Demonstrating Respect for Team Members
Creating a Positive Team Environment
Team Roles
Developing Common Team Goals
Stages of Team Development
Building Team Cohesiveness
Team Norms
Self-Perception of Team Abilities
Sources of Self-Perception
Implications for Management
Locus of Control
Team Stereotyping
Self-Fulfilling Prophecy Behavioral Modification Sources of Behavior
Foundations of Behavior
Behavior Modeling
Behavior Modifications
Behavior Modification Strategies Time Management Time Management Defined
Listing Work Activities
Assigning Priorities
Divide and Conquer
Consolidation of Tasks
Focusing on Goals
Knowing Your Abilities
Peak Times
Time Log Studies
Daily Planners
Time Management |
