Monday, January 17, 2022

Managing in a Crisis

Actions to take: When crisis hits, do more communicating, not less. Do not allow your employees to set the tone of your communication relationship—the impulse will be to avoid conversation. Instead, redouble your efforts to check in frequently and keep them updated. When changes occur, stick to Announce Before you Implement, though likely at an accelerated pace. 

In challenging times, people tend to clam up. We are a self-preserving bunch. We want to protect ourselves from danger. That instinct can go unnoticed when times are good, but it becomes abundantly obvious when times are tough. Speaking your mind is a vulnerable thing to do. When there is a crisis, whether it is a global pandemic, recession, or something negatively impacting your particular place of work, your staff will avoid putting themselves out there. That means they will be a lot less vocal about their thoughts, concerns, and good ideas for how to pull through.


When things are tough, you need just the opposite. We need clever ideas from staff. We need to hear concerns about aspects of the plan we hadn't considered. We need to know how well people are managing their emotions and when they need a break. Even though we know this, we don’t act like it. Our team is apt to do less communicating. When everything feels up in the air, people will be giving off the signal, “Leave me alone with my thoughts.” There is social pressure to give people what they want. It is especially present when times are tough. With everything going on, the least we can do is let them be, right?

We must overcome that social pressure. The fact is, that is not what people really want. More than anything, people in crisis want to reduce uncertainty. When times are truly challenging, you will hear things like, “I don’t even care what will happen next, I just want to know.” Leaving people to stew in their thoughts is the last thing you need. Hopefully, this thought appeals to both the people-oriented readers and the business-minded. It is both good for the person and good for the organization to stop employees from endless rumination.


We’ve established that people will start pulling back. Instead of letting them set the communication lead, you must set it. Things aren’t normal, and there is likely to be a new standard of communication. It could swing one way (less talking, drop our usual routine of one-on-ones, put our heads down) or the other (more communicating, getting even more candid about our concerns, touching base more frequently to get questions out in the open). 

You have the opportunity to set the new normal. Stop by your employees’ desks daily. If you are virtual, set up a daily phone call to say good morning and see what is on their minds. Update them on whatever you’ve learned in the past 24 hours. Update them even if you have no new information: “You know that thing we were talking about 2 days ago? I haven’t heard back yet from my boss, but I’m going to keep pinging her about it until we know what’s up.” Have some questions for them. Try to draw out their worries. Get a sense for how secure or insecure they are feeling. It will change day-by-day and week-by-week. You need to know at any given moment where each of your staff stand. That way, you have a sense of how they are going to react when the next change comes, and it inevitably will.


Speaking of changes, how is managing change different during a crisis? The answer: it is the same, just faster. In the Announce Before you Implement post, we outlined how people react to change and the best process for making change as smooth as possible. All of that still applies. It’s just that now, everyone is on their last nerve and you have less time to work through thoughts and feelings. Do the same ABI process to the extent that you can:

  1. Announce the change before it happens
  2. Get opinions on the change
  3. Respond to those opinions
  4. And finally, go live with the change

In a crisis, there are times when you will have to do it all in a single day. It might look like this:

  1. 8:00 am email, “At 10:30, let’s discuss the following. I want to hear your thoughts on this. [provide details of the change].”
  2. Have that 10:30 meeting. Ask the team how they would execute the change. Get concerns out in the open. You may be able to respond here, but it usually more effective to acknowledge and note concerns for future follow up.
  3. In the afternoon, do a 2nd email (good enough) or meeting (better). To prepare, think on the concerns your team brought up in the morning. Figure out how you will address them. If they are things you can’t address, follow up with your boss or make plans to. If you know your boss won’t get back to you in time, make plans for a work-around or interim solution.
  4. Go live with the change.

I recommend doing this even if the change already happened. You might find out on Tuesday that “effective Monday, we were supposed to switch to X method.” Fine. Not ideal, but fine. Still take the time to go through the ABI process. Even if the time between step 1 and step 2 is 30 minutes, give your team that 30 minutes to think about the change. Pick a “go live” time for your team, even if it’s just a few hours later. (Yes, I am telling you to be a little delinquent here. You’re a manager, and that means you get to pick what you’re in trouble for. I’d rather be in trouble for being a few hours late than for being ineffective.) In addition, address the elephant in the room: we have technically been doing it wrong based on this new communication. Make it equally clear that, in your eyes, the team is not at fault.

If you follow this process with confidence, your employees with see you as a bastion of stability. They will see that it is really not so complicated to swim with the changing tide (or whatever metaphor you prefer).

This is, of course, not meant to be a comprehensive plan to managing during stressful change. It is a quick reminder for what needs to be most present in your mind during times of upheaval.

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Monday, January 10, 2022

Ask Behavioral Interview Questions

Actions to take: Aside from basic factual questions, such as scheduling, use exclusively behavioral interview questions during your hiring processes. 

Last week's post about how interview questions fail ended by describing two goals. Your interview questions need to: 1) separate good candidates from great candidates, rather than good from bad, and 2) give us real information about the candidate's on-the-job effectiveness rather than relying on the candidate's ability to sell themselves. 

Behavioral interview questions are the easiest, most reliable way to achieve these goals. With these questions, we ask a candidate to relate a specific experience that actually happened to them. It almost always starts "Tell me about a time when you…" Examples:

  • Tell me about a time when you disagreed with the team's plan. What was the situation, what did you do, and how did it turn out?
  • Tell us about a time when you had to solve a complex problem on your own. What did you do, what resources did you consult, and what was the end result?
  • Tell me about a time when you had many competing priorities and not enough time. What challenges were you faced with, how did you navigate them, and what ultimately happened?

Behavioral interview questions are the only questions where we learn about candidate's actual work behaviors rather than the candidate's opinion of themselves. Virtually every other interview question hands the reins over to the candidate. How do you define "success"? What would you do about an angry customer?  What is your greatest strength? Rather than judging the candidate's effectiveness ourselves, these questions say to the candidate, "You judge your work, and then tell us about it." This kind of questioning doesn't screen for excellence. It screens for bravado. 

Behavioral questions succeed where others fail. Past behavior is highly predictive of future behavior. The way someone did something is likely to be similar to how they will do a similar thing in the future. This fact is well established in psychological literature. The effectiveness of behavioral interview questions is similarly well established. 

But you don't need scientific studies to understand the success of behavioral interview questions (though it is nice to have them). Just think about how you want the decision-making process to go during an interview. Do you want to hear a series of factual examples about the candidate's work, then judge for yourself how effective those behaviors would be in your work environment? Or do you want to let the candidate self-assess, then describe their opinions to you?

If you are not already using behavioral interview questions, there is good news. It is a simple matter to add them to your lineup. To create them from scratch, just take a list of the knowledge, skills, and abilities of the job, and form questions around the most important ones. For instance, independent problem solving might be important for the job. A behavioral question that screens for independent problem solving might run thus: "Tells us about a time when you had to make an important decision without guidance from superiors. What was the decision you faced, what factors did you consider, and what was the outcome?" 

You can also transform just about any interview question into a behavioral question with very little work. "What is your greatest strength?" becomes "Tell us about a time when you had to use your greatest strength at work. What was the situation, why was your strength particularly useful for that situation, and what was the result?"

When you shift to behavioral questions, your hiring process gets a lot easier. Gradations between candidates will become clear. Bad candidates' answers will lack content and the weakness will be obvious. Excellent candidates' answers will have a level of detail that can't be matched by average candidates. Excellent employees have a deeper understanding of their jobs and a more nuanced rationale for their on-the-job decisions. By asking behavioral interview question, you will be able to tease out those nuances. An easier hiring process means better hiring decisions, and better hiring decisions mean a stronger workforce.

Monday, January 3, 2022

Most Interview Questions Fail

As I've mentioned a few times, my background is mainly in public libraries. In libraries, a mission-critical stance is intellectual freedom. There is a phrase, “Libraries are for everyone.” When we're hiring people to work the front desk, we want to make sure that they will uphold that principle. Practically any front-desk position at any library will get asked some version of this question: "You are working at the service desk and a customer brings up books to check out. The content of these books is offensive to you because they are completely contrary to your political beliefs. What do you do?"

This is a useless question. It may look useful because it is about something useful. However, it is a failure.

There are two ways that interview questions fail: 1) all the candidates give roughly equivalent answers or 2) the question elicits answers that give you good-sounding-but-irrelevant information. 

Questions about a candidate's "philosophy of work" fall into the first category. These questions attempt to have the candidate describe their beliefs or morals regarding the work. That's what is going on at every library where I've worked. We want to know if the candidate will embody the principles we care about, so we do the first thing that comes to mind: we just ask. However, the answer to the question in the anecdote is obvious: keep your damn mouth shut and check out the books for the patron. Some people say it eloquently, and some people say it simply. But they all give the right answer.

Here are some more questions that fail in the first way:

  • What is your greatest strength/weakness?
  • What does great customer service mean to you?
  • Do you prefer to work on your own or on a team?
  • How would your previous manager/coworkers describe your work?

Questions like these are meant to differentiate good candidates from bad candidates. I understand the impulse to ask these questions. When we design these questions for our interview, we can very easily picture a good answer versus a bad answer. And that is why we fail.

We are starting from entirely the wrong premise. By the time we are at the interview stage, we are done separating the good from the bad. The bad are gone. We threw out their applications a long time ago. Every one of your candidates will give you a good enough answer to questions like these. You'll end up making your hiring decision based on tiny wording differences that don't really mean anything.

The second kind of failure is a bit more subtle. The questions don't have an obviously right answer like those in the first category. Nobody, the interview panel included, really knows what the right answer is. Or rather, any answer is the right answer as long as the candidate spins it the right way. Here are some questions that fail in the second way:

  • Why should we hire you?
  • Who was your favorite manager and why?
  • What kind of personality do you work best with and why?
  • What is your ideal company? 

The crux of the 2nd failure is that you end up being impressed by people who speak well in interviews rather than those who do well on the job. I'm going to level with you. If I answered any of these questions totally honestly, you would not hire me. These questions end up just being a test of how savvy the candidate is about white-collar work environments. For one, that is a bummer for a lot of reasons related to diversity and discrimination. For two, it is simply not relevant to a candidate's success at the actual work we're hiring them to do. 

We need interview questions that separate good candidates from great candidates, not good from bad. And we need interview questions interview questions that give us real information about the candidate's on-the-job effectiveness, not their ability to sell themselves. Next week's post will be about Behavioral Interview Questions.

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