Planning and Staffing Week 7-2

PLEASE RESPOND TO THIS, I MUST COMPLETE A PEER REVIEW ON THE BELOW. Thanks

Please demonstrate critical thinking abilities. No fewer than 250 words for post. Do not summarize the post and/or course concept(s), but perhaps comment on concepts directly applicable to your workplace.

For this response, should outside sources be used to support the content within the postings, proper in-text citations and correctly formatted references should be prepared consistent with the APA (6th edition). The list of references should be physically positioned at the end of the postings.

Hello, thank you! Please use critical thinking, good grammar and do not plagiarized, thanks.

1. Choose a performance test, assessment center, or situational test. Would you recommend using this for call center customer service representatives/entry level? Why or why not?

I would choose a situation test, specifically a situational judgement test (SJT) that is scaled to appropriately measure responses for an entry-level position.

A meta-analysis study calculated a validity coefficient of 0.34 for SJTs, which is comparable to that of Assessment Centers, interviews, and biographical data measures. The evidence about SJTs is that they are valid and cheap, so we are not surprised that they are of great interest to selection experts. Their most apparent deficiencies are that they are job specific and difficult to use for development or training purposes. (Gatewood, Feild, & Barrick, pg. 565)

A job-specific SJT for the call center customer service representatives would be meant to elicit thoughtful answers about the skills required in a customer (internal and external) service setting. Like aptitude tests, SJTs present problems to solve, but the problems don’t have objectively correct answers. Instead, experts or judges determine which answers are most and least desirable. These tests are typically untimed and focus more on tacit knowledge or practical know-how than on reasoning performance. And their content is more explicitly connected to a particular job role than is the content of traditional aptitude tests. (Chamorro-Premuzic, 2015)

Situational judgement tests are meant to get a sense of the candidate’s ability in each of these competencies:

◦ Communication skills. How persuasive is the candidate, and can they select the best means to communicate on a customer’s level and empathize with them?

◦ Teamwork. Are they willing to prioritize the needs of a team above themselves, and are they able to encourage team members effectively?

◦ Decision making. Can they exercise discretion and solid judgement when a situation requires action of some kind to be resolved?

◦ People skills. How do they approach customer feedback, and how do they demonstrate leadership?

All of these competencies are valid and specific to an entry-level customer service position, even in a call center.

References:

Chamorro-Premuzic, T. (2015, July 06). Ace the Assessment. Retrieved November 27, 2017, from https://hbr.org/2015/07/ace-the-assessment

Gatewood, R. D., Feild, H. S., & Barrick, M. R. (2011). Human resource selection. Mason, OH: South-Western, Cengage Learning.

PLEASE RESPOND TO THIS, I MUST COMPLETE A PEER REVIEW ON THE BELOW. Thanks

Please demonstrate critical thinking abilities. No fewer than 250 words for post. Do not summarize the post and/or course concept(s), but perhaps comment on concepts directly applicable to your workplace.

For this response, should outside sources be used to support the content within the postings, proper in-text citations and correctly formatted references should be prepared consistent with the APA (6th edition). The list of references should be physically positioned at the end of the postings.

Hello, thank you! Please use critical thinking, good grammar and do not plagiarized, thanks.

2. Discuss the advantage and disadvantages of integrity testing. What does the research say about its effectiveness?

“An integrity test is a specific type of personality test designed to assess an applicant’s tendency to be honest, trustworthy, and dependable. A lack of integrity is associated with such counterproductive behaviors as theft, violence, sabotage, disciplinary problems, and absenteeism” (OPM, n.d.). Advantages of integrity tests are the ability to determine how candidates will handle specific situations. Additionally, some integrity tests can predict candidate absences and how honest the candidate is. Disadvantages depend on the type of personality test being conducted. When it comes to polygraph tests, disadvantages include false positives and the fact that “reactions besides guilt can trigger an emotional response in the examinee” (Gatewood, Field, & Barrick, 2011, p. 576). Another disadvantage is that “applicants may be able to fake their response on integrity tests” (Gatewood et al., 2011, p. 584). Some research has found that “individuals react more negatively to integrity tests than to many other forms of selection testing” (Gatewood et al., 2011, p. 585).

References

Gatewood, R. D., Field, H. S., & Barrick, M. (2011). Human Resource Selection. Mason: South-Western, Cengage Learning.

OPM. (n.d.). Integrity/Honesty Tests. Retrieved from OPM: https://www.opm.gov/policy-data-oversight/assessme…