When a client needed specific skills in their new appointment.
A high profile Business to Consumer service organisation was recruiting a Director of Communications and Customer Services into a “lion’s den” of an appointment. The company was making the headlines for all the wrong reasons, there were significant industrial relations issues and customer satisfaction was at an all time low. This was to be a new role in the organisation and the business needed a safe pair of hands to steer them through a torrid period ahead.
A strong shortlist was presented but we, and the client, wanted to further explore how candidates would respond to the intense pressure of the role, particularly understanding more about their resilience and communication skills under stress. The company was particularly keen to ensure that the appointee would be able to deal appropriately and effectively with the ongoing media, union, staff and customer issues.
An individual assessment process was designed to test these areas, incorporating bespoke work simulation exercises – including a series of intensive media interview and negotiation role plays. We used a battery of psychometric tools including the Hogan Development Survey, which specifically explores where “strengths” may become “derailers” – how behaviour changes when an individual becomes tired, stressed or distracted – known widely as “the Dark Side” of personality. The assessments were supported by a comprehensive individual feedback and interview session to . Some candidates who were strong on paper and who impressed in the traditional first interview were found to be wanting in their ability to cope and convince under the spotlight of this intensive process.
Armed with a full understanding of each candidate the company was able to conduct finals interviews with confidence and to go to make a successful appointment.
