01 02 03 Global RACR day 3 Effective interviewing and Psychology

1. Effective techniques of interviews&Psychology of interviews Jan J. Ženatý

2. Introduction

3. 5 channels

4. 5 channels

5. How to collect relevant data?

6. How to collect relevant data?

7. Preparation 5P rule: Proper Preparation Prevents Poor Performance Competency Model 4-5 max! Private banking specialist Sales Skills Customer Orientation Drive Mental Resilience Financial Literacy

8. Preparation 5P rule: Proper Preparation Prevents Poor Performance Competency Model 4-5 max! Private banking specialist Sales Skills Customer Orientation Drive Mental Resilience Financial Literacy 10% 30% 20% 30% 10%

9. Preparation 5P rule: Proper Preparation Prevents Poor Performance Competency Model 4-5 max! Private banking specialist Sales Skills Customer Orientation Drive Mental Resilience Financial Literacy 10% 30% 20% 30% 10%

10. Preparation Mental Resilience ability to mentally or emotionally cope with a crisis or to return to pre-crisis status quickly • Maintain performance under pressure. • Identifies ways to reduce work stressors. • Maintains energy levels. • Handles criticism and/or disappointment. Keep it simple & stupid

11. Preparation 5P rule: Proper Preparation Prevents Poor Performance Competency Model 4-5 max! Private banking specialist 1 – 2 – 3 – 4 Sales Skills Customer Orientation Drive Mental Resilience Financial Literacy 10% 30% 20% 30% 10% 1 = KO 2 = Development need 3 = Good Enough 4 = Exceeds Expectations

12. Questioning Mental Resilience ability to mentally or emotionally cope with a crisis or to return to pre-crisis status quickly Hypothetical situation: What would you do if you have more work than you are able to deliver? Knowledge: What are basic stress management strategies? Script: How do you cope with stress? Behavioral: Describe a situation, when you had to cope with enormous pressure.

13. Behavioral Interviewing (BEI)

14. Behavioral Interviewing Describe a situation… when youhadtohandleanunreasonablerequestfromacustomer.(Customer Orientation) where you had to multi-task. (Time Management) in which you needed to use different communication styles to influence stakeholders with differing perspectives. (Communication Skills) in which you identified a new, unusual or different approach to addressing a problem or task. (Innovation)

15. Dig deep Describe a situation where…(a customer tested your patience). What exactly happened? What did you do/say…? What was the result? Would you do something differently, if you could?

16. Interview Contracting • My role & expectations • Questioning style • Candidate’s questions Small Talk • Previous experience (CV) Interview itself • BEI questions False End Real End Remember: Candidate’s comfort is better than stressful environment Active listening is the best trigger

17. Semi-structured Approach

18. Semi-structured Approach

19. Evaluation

20. How to collect relevant data?

21. Are there relevant non-verbal clues?

23. Surprise

24. Surprise

25. Fear

26. Fear

27. Anger

28. Anger

29. Disgust

30. Disgust

31. Contempt

32. Contempt

33. Sadness

34. Sadness

35. Happiness

36. Happiness

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