Implementing a Wide-Scale Culture of Service
by Warren Bobrow | Oct 22, 2014 | Employee Engagement, Pre-Employment Testing, Training and Development
We read plenty about cultures of service. Whenever we purchase a product or visit an establishment, we have an expectation of service, which is usually correlated with how much we are paying for it. However, good customer service is more than call center...Unintended, But Predictable Consequences
by Warren Bobrow | Oct 7, 2014 | Legal Issues, Pre-Employment Test Validtion, Pre-Employment Testing, Skills Assessment, Talent Management
I’ve written before (here and here) on the LA Fire Department’s struggles in implementing a valid and fair way to hire firefighters. They started with a poorly conceived random system that favored those with inside knowledge to cull the applicant pool. Then the...Archives
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[post_type] => post
)
[65] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 956
[post_name] => adaptingduties
[post_title] => Adapting to Changes in Job Duties
[post_author] => 3
[post_date] => 2018-08-14 13:49:09
[year] => 2018
[month] => 8
[post_type] => post
)
[66] => stdClass Object
(
[slug] => test-validation
[ID] => 953
[post_name] => bluecollarhiring
[post_title] => Selection When There Are More Jobs Than People
[post_author] => 3
[post_date] => 2018-08-07 09:26:44
[year] => 2018
[month] => 8
[post_type] => post
)
[67] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 951
[post_name] => escaperoom
[post_title] => Escape Room Selection
[post_author] => 3
[post_date] => 2018-08-01 15:50:59
[year] => 2018
[month] => 8
[post_type] => post
)
[68] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 946
[post_name] => adapt_robots
[post_title] => Adapting Selection Systems After the Robots Take Over
[post_author] => 3
[post_date] => 2018-07-12 23:37:18
[year] => 2018
[month] => 7
[post_type] => post
)
[69] => stdClass Object
(
[slug] => skills-assessment
[ID] => 941
[post_name] => punishpoorperf
[post_title] => Ways That We Punish, Rather Than Coach, Poor Performers
[post_author] => 3
[post_date] => 2018-07-09 22:20:48
[year] => 2018
[month] => 7
[post_type] => post
)
[70] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 937
[post_name] => automation
[post_title] => Can Robots Reduce Turnover By Making Work More Interesting for People?
[post_author] => 3
[post_date] => 2018-06-25 21:45:55
[year] => 2018
[month] => 6
[post_type] => post
)
[71] => stdClass Object
(
[slug] => return-on-investment
[ID] => 934
[post_name] => r_and_y
[post_title] => Bringing the Right Tools to the Table
[post_author] => 3
[post_date] => 2018-06-11 17:56:56
[year] => 2018
[month] => 6
[post_type] => post
)
[72] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 930
[post_name] => moral-licensing
[post_title] => Even in Business, No Good Deed Goes Unpunished
[post_author] => 3
[post_date] => 2018-05-17 21:32:59
[year] => 2018
[month] => 5
[post_type] => post
)
[73] => stdClass Object
(
[slug] => talent-management
[ID] => 926
[post_name] => peopleprofit
[post_title] => People--Can't Profit With Them, Can't Profit Without Them
[post_author] => 3
[post_date] => 2018-04-24 19:18:58
[year] => 2018
[month] => 4
[post_type] => post
)
[74] => stdClass Object
(
[slug] => skills-assessment
[ID] => 923
[post_name] => burgertech
[post_title] => Can Tech, Workers, and Burgers Co-Exist?
[post_author] => 3
[post_date] => 2018-04-03 14:59:55
[year] => 2018
[month] => 4
[post_type] => post
)
[75] => stdClass Object
(
[slug] => legal-issues
[ID] => 920
[post_name] => is-college-recruiting-ageist
[post_title] => Is College Recruiting Ageist?
[post_author] => 3
[post_date] => 2018-03-06 21:47:52
[year] => 2018
[month] => 3
[post_type] => post
)
[76] => stdClass Object
(
[slug] => talent-management
[ID] => 917
[post_name] => but-we-trained-them
[post_title] => But we Trained Them!
[post_author] => 3
[post_date] => 2018-02-20 18:38:08
[year] => 2018
[month] => 2
[post_type] => post
)
[77] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 914
[post_name] => ged
[post_title] => Should Employers Embrace the Push for GEDs?
[post_author] => 3
[post_date] => 2018-02-06 15:58:39
[year] => 2018
[month] => 2
[post_type] => post
)
[78] => stdClass Object
(
[slug] => talent-management
[ID] => 912
[post_name] => preschool
[post_title] => Does Kindergarten Really Have a Culture of Success?
[post_author] => 3
[post_date] => 2018-01-30 17:34:15
[year] => 2018
[month] => 1
[post_type] => post
)
[79] => stdClass Object
(
[slug] => skills-assessment
[ID] => 908
[post_name] => leadership_failure
[post_title] => Flexibility, Bench Strength, and Leadership
[post_author] => 3
[post_date] => 2018-01-12 17:21:27
[year] => 2018
[month] => 1
[post_type] => post
)
[80] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 890
[post_name] => grades_and_hiring
[post_title] => What Do Grades Tell Us When Hiring?
[post_author] => 3
[post_date] => 2018-01-02 18:26:03
[year] => 2018
[month] => 1
[post_type] => post
)
[81] => stdClass Object
(
[slug] => leadership
[ID] => 886
[post_name] => mentoring-for-turnover
[post_title] => Mentoring For Turnover
[post_author] => 3
[post_date] => 2017-12-13 17:42:29
[year] => 2017
[month] => 12
[post_type] => post
)
[82] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 879
[post_name] => intro-lead
[post_title] => Inviting Introverts to Lead
[post_author] => 3
[post_date] => 2017-10-24 23:54:52
[year] => 2017
[month] => 10
[post_type] => post
)
[83] => stdClass Object
(
[slug] => return-on-investment
[ID] => 872
[post_name] => skilldev
[post_title] => How Committed Are You to Developing a Skilled Workforce?
[post_author] => 3
[post_date] => 2017-10-03 16:31:17
[year] => 2017
[month] => 10
[post_type] => post
)
[84] => stdClass Object
(
[slug] => job-performance
[ID] => 864
[post_name] => is-taking-a-pulse-too-invasive
[post_title] => Is Taking a Pulse Too Invasive?
[post_author] => 3
[post_date] => 2017-08-18 17:06:49
[year] => 2017
[month] => 8
[post_type] => post
)
[85] => stdClass Object
(
[slug] => return-on-investment
[ID] => 860
[post_name] => convenience
[post_title] => When Convenience Gets Under Your Skin
[post_author] => 3
[post_date] => 2017-07-26 16:01:08
[year] => 2017
[month] => 7
[post_type] => post
)
[86] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 856
[post_name] => eliminating-subtle-age-bias
[post_title] => Eliminating Subtle Age Bias
[post_author] => 3
[post_date] => 2017-07-10 18:55:06
[year] => 2017
[month] => 7
[post_type] => post
)
[87] => stdClass Object
(
[slug] => job-performance
[ID] => 851
[post_name] => jobseekerinfo
[post_title] => Just Give Job Seekers the Information They Need
[post_author] => 3
[post_date] => 2017-06-23 17:37:51
[year] => 2017
[month] => 6
[post_type] => post
)
[88] => stdClass Object
(
[slug] => cat
[ID] => 845
[post_name] => transfer-and-sharing-options
[post_title] => Transfer and sharing options
[post_author] => 3
[post_date] => 2017-06-19 11:12:39
[year] => 2017
[month] => 6
[post_type] => post
)
[89] => stdClass Object
(
[slug] => talent-management
[ID] => 824
[post_name] => accountability-fear-and-changing-a-culture
[post_title] => Accountability, Fear, and Changing a Culture
[post_author] => 3
[post_date] => 2017-06-07 16:23:31
[year] => 2017
[month] => 6
[post_type] => post
)
[90] => stdClass Object
(
[slug] => job-performance
[ID] => 822
[post_name] => anotherstep
[post_title] => Another Step Towards Engaging Millennials
[post_author] => 3
[post_date] => 2017-05-31 14:59:53
[year] => 2017
[month] => 5
[post_type] => post
)
[91] => stdClass Object
(
[slug] => talent-management
[ID] => 819
[post_name] => higher-minimum-wages-and-success-in-the-hospitality-industry
[post_title] => Higher Minimum Wages and Success in the Hospitality Industry
[post_author] => 3
[post_date] => 2017-05-24 16:42:12
[year] => 2017
[month] => 5
[post_type] => post
)
[92] => stdClass Object
(
[slug] => leadership
[ID] => 814
[post_name] => lovehatemeetings
[post_title] => Our Love/Hate Relationship With Meetings
[post_author] => 3
[post_date] => 2017-05-15 18:05:26
[year] => 2017
[month] => 5
[post_type] => post
)
[93] => stdClass Object
(
[slug] => job-performance
[ID] => 806
[post_name] => techtraining
[post_title] => When Even Tech Job Training Lags Behind Need
[post_author] => 3
[post_date] => 2017-05-12 00:08:27
[year] => 2017
[month] => 5
[post_type] => post
)
[94] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 792
[post_name] => badinterview
[post_title] => While I am Likely to be Wrong, Allow me to Continue
[post_author] => 3
[post_date] => 2017-05-02 00:54:36
[year] => 2017
[month] => 5
[post_type] => post
)
[95] => stdClass Object
(
[slug] => talent-management
[ID] => 777
[post_name] => uberincentives
[post_title] => He Knows When You Are Working, He Knows When Are Logged Out
[post_author] => 3
[post_date] => 2017-04-17 16:11:11
[year] => 2017
[month] => 4
[post_type] => post
)
[96] => stdClass Object
(
[slug] => talent-management
[ID] => 744
[post_name] => identifying-hipos
[post_title] => When the People in High Potential Programs Aren’t
[post_author] => 3
[post_date] => 2017-02-28 00:35:27
[year] => 2017
[month] => 2
[post_type] => post
)
[97] => stdClass Object
(
[slug] => talent-management
[ID] => 741
[post_name] => recruiting-and-customers
[post_title] => Recruiting and Customers
[post_author] => 3
[post_date] => 2017-02-14 01:06:35
[year] => 2017
[month] => 2
[post_type] => post
)
[98] => stdClass Object
(
[slug] => talent-management
[ID] => 738
[post_name] => techdiversity
[post_title] => Putting Tech Diversity Puzzle Pieces Together
[post_author] => 3
[post_date] => 2017-02-08 00:13:39
[year] => 2017
[month] => 2
[post_type] => post
)
[99] => stdClass Object
(
[slug] => talent-management
[ID] => 736
[post_name] => vacation
[post_title] => Does Your Vacation Policy Work?
[post_author] => 3
[post_date] => 2017-01-30 20:12:26
[year] => 2017
[month] => 1
[post_type] => post
)
[100] => stdClass Object
(
[slug] => return-on-investment
[ID] => 733
[post_name] => is-seeing-really-believing
[post_title] => Is Seeing Really Believing?
[post_author] => 3
[post_date] => 2017-01-24 14:48:32
[year] => 2017
[month] => 1
[post_type] => post
)
[101] => stdClass Object
(
[slug] => commitment
[ID] => 731
[post_name] => lost-comm
[post_title] => Lost Communication and the Death of Process
[post_author] => 3
[post_date] => 2017-01-16 20:54:29
[year] => 2017
[month] => 1
[post_type] => post
)
[102] => stdClass Object
(
[slug] => talent-management
[ID] => 728
[post_name] => ceo-accountability
[post_title] => CEO Accountability…Really!
[post_author] => 3
[post_date] => 2017-01-09 18:47:42
[year] => 2017
[month] => 1
[post_type] => post
)
[103] => stdClass Object
(
[slug] => talent-management
[ID] => 726
[post_name] => fob-planning
[post_title] => Why Clarity in Family Succession Planning Matters
[post_author] => 3
[post_date] => 2017-01-04 17:18:37
[year] => 2017
[month] => 1
[post_type] => post
)
[104] => stdClass Object
(
[slug] => skills-assessment
[ID] => 723
[post_name] => learning-to-manage
[post_title] => Learning to Manage
[post_author] => 3
[post_date] => 2016-12-08 20:07:40
[year] => 2016
[month] => 12
[post_type] => post
)
[105] => stdClass Object
(
[slug] => talent-management
[ID] => 720
[post_name] => leadership-strategy-and-championships
[post_title] => Leadership, Strategy, and Championships
[post_author] => 3
[post_date] => 2016-11-10 14:37:19
[year] => 2016
[month] => 11
[post_type] => post
)
[106] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 716
[post_name] => implicitbias1
[post_title] => What Implicit Bias Looks Like
[post_author] => 3
[post_date] => 2016-10-25 21:09:07
[year] => 2016
[month] => 10
[post_type] => post
)
[107] => stdClass Object
(
[slug] => return-on-investment
[ID] => 713
[post_name] => goodperfdata
[post_title] => The Challenge in Finding Good Performance Data
[post_author] => 3
[post_date] => 2016-10-03 18:22:08
[year] => 2016
[month] => 10
[post_type] => post
)
[108] => stdClass Object
(
[slug] => uncategorized
[ID] => 710
[post_name] => the-wells-fargo-avalance
[post_title] => The Wells Fargo Avalanche
[post_author] => 3
[post_date] => 2016-09-22 22:53:09
[year] => 2016
[month] => 9
[post_type] => post
)
[109] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 706
[post_name] => extreme-customer-service
[post_title] => How Far Will You Go to Emphasize a Culture of Customer Service?
[post_author] => 3
[post_date] => 2016-07-25 17:35:01
[year] => 2016
[month] => 7
[post_type] => post
)
[110] => stdClass Object
(
[slug] => talent-management
[ID] => 703
[post_name] => just-pay-people-for-their-work
[post_title] => Just Pay People for Their Work
[post_author] => 3
[post_date] => 2016-06-06 17:10:01
[year] => 2016
[month] => 6
[post_type] => post
)
[111] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 700
[post_name] => is-there-grit
[post_title] => What We Find at the Intersection of Management and Psychology
[post_author] => 3
[post_date] => 2016-05-26 22:13:41
[year] => 2016
[month] => 5
[post_type] => post
)
[112] => stdClass Object
(
[slug] => talent-management
[ID] => 697
[post_name] => really-autonomy-is-not-overrated
[post_title] => Really, Autonomy is NOT Overrated
[post_author] => 3
[post_date] => 2016-05-10 15:45:36
[year] => 2016
[month] => 5
[post_type] => post
)
[113] => stdClass Object
(
[slug] => talent-management
[ID] => 694
[post_name] => are-employee-owners-more-engaged
[post_title] => Are Employee Owners More Engaged?
[post_author] => 3
[post_date] => 2016-04-27 23:58:06
[year] => 2016
[month] => 4
[post_type] => post
)
[114] => stdClass Object
(
[slug] => talent-management
[ID] => 689
[post_name] => when-more-is-worse
[post_title] => When More is Worse
[post_author] => 3
[post_date] => 2016-04-04 14:30:15
[year] => 2016
[month] => 4
[post_type] => post
)
[115] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 684
[post_name] => blind-hiring
[post_title] => Blind Hiring
[post_author] => 3
[post_date] => 2016-03-24 22:16:37
[year] => 2016
[month] => 3
[post_type] => post
)
[116] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 667
[post_name] => a-crazy-way-to-test-candidates
[post_title] => A Crazy Way To Test Candidates
[post_author] => 3
[post_date] => 2016-02-26 16:20:38
[year] => 2016
[month] => 2
[post_type] => post
)
[117] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 664
[post_name] => curious-about-openness
[post_title] => Curious About Openness
[post_author] => 3
[post_date] => 2016-02-15 21:48:26
[year] => 2016
[month] => 2
[post_type] => post
)
[118] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 662
[post_name] => filling-diversity-buckets
[post_title] => Filling Diversity Buckets
[post_author] => 3
[post_date] => 2016-02-08 21:37:03
[year] => 2016
[month] => 2
[post_type] => post
)
[119] => stdClass Object
(
[slug] => talent-management
[ID] => 658
[post_name] => treating-people-poorly
[post_title] => At Least All Employees Get Treated Poorly
[post_author] => 3
[post_date] => 2016-02-02 16:50:04
[year] => 2016
[month] => 2
[post_type] => post
)
[120] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 655
[post_name] => what-do-we-really-want-from-ceos
[post_title] => What Do We Really Want From CEOs?
[post_author] => 3
[post_date] => 2016-01-25 22:17:55
[year] => 2016
[month] => 1
[post_type] => post
)
[121] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 652
[post_name] => social-media-blinders
[post_title] => Should HR Use Social Media Blinders?
[post_author] => 3
[post_date] => 2016-01-12 15:15:21
[year] => 2016
[month] => 1
[post_type] => post
)
[122] => stdClass Object
(
[slug] => talent-management
[ID] => 649
[post_name] => is-it-better-to-lead-apart-or-within
[post_title] => Is It Better to Lead Apart or Within?
[post_author] => 3
[post_date] => 2016-01-07 16:16:23
[year] => 2016
[month] => 1
[post_type] => post
)
[123] => stdClass Object
(
[slug] => pre-employment-testing
[ID] => 644
[post_name] => what-millennials-want-jk
[post_title] => What Millennials Want. JK
[post_author] => 3
[post_date] => 2015-12-21 18:38:51
[year] => 2015
[month] => 12
[post_type] => post
)
[124] => stdClass Object
(
[slug] => pre-employment-test-validtion
[ID] => 630
[post_name] => yes-only-computers-should-decide-who-gets-hired
[post_title] => Yes, Only Computers Should Decide Who Gets Hired
[post_author] => 3
[post_date] => 2015-12-10 14:52:46
[year] => 2015
[month] => 12
[post_type] => post
)
[125] => stdClass Object
(
[slug] => leadership
[ID] => 628
[post_name] => why-change-is-hard-and-how-to-make-it-easier
[post_title] => Why Change is Hard and How To Make it Easier
[post_author] => 3
[post_date] => 2015-11-25 17:11:07
[year] => 2015
[month] => 11
[post_type] => post
)
[126] => stdClass Object
(
[slug] => talent-management
[ID] => 626
[post_name] => is-there-a-hiring-bias-against-those-with-disabilities
[post_title] => Is There a Hiring Bias Against Those With Disabilities?
[post_author] => 3
[post_date] => 2015-11-09 18:40:17
[year] => 2015
[month] => 11
[post_type] => post
)
[127] => stdClass Object
(
[slug] => job-performance
[ID] => 624
[post_name] => the-intended-consequences-of-taking-hr-risks
[post_title] => The Intended Consequences of Taking HR Risks
[post_author] => 3
[post_date] => 2015-10-27 00:49:10
[year] => 2015
[month] => 10
[post_type] => post
)
[128] => stdClass Object
(
[slug] => talent-management
[ID] => 622
[post_name] => id-prefer-to-have-my-work-eulogy-while-im-still-here
[post_title] => I’d Prefer To Have My Work Eulogy While I’m Still Here
[post_author] => 3
[post_date] => 2015-10-19 17:34:36
[year] => 2015
[month] => 10
[post_type] => post
)
[129] => stdClass Object
(
[slug] => legal-issues
[ID] => 620
[post_name] => equal-pay-for-similar-work-a-new-era-in-job-analysis-and-salary-negotiations
[post_title] => Equal Pay for Similar Work—A New Era in Job Analysis and Salary Negotiations?
[post_author] => 3
[post_date] => 2015-10-08 17:26:11
[year] => 2015
[month] => 10
[post_type] => post
)
[130] => stdClass Object
(
[slug] => return-on-investment
[ID] => 617
[post_name] => the-culture-of-over-the-top-customer-service
[post_title] => The Culture of Over the Top Customer Service
[post_author] => 3
[post_date] => 2015-09-29 20:03:50
[year] => 2015
[month] => 9
[post_type] => post
)
[131] => stdClass Object
(
[slug] => return-on-investment
[ID] => 615
[post_name] => is-there-a-customer-service-gene
[post_title] => Is There a Customer Service Gene?
[post_author] => 3
[post_date] => 2015-09-22 23:57:46
[year] => 2015
[month] => 9
[post_type] => post
)
[132] => stdClass Object
(
[slug] => talent-management
[ID] => 612
[post_name] => jiffy-lube-od
[post_title] => Jiffy Lube OD
[post_author] => 3
[post_date] => 2015-09-14 23:59:12
[year] => 2015
[month] => 9
[post_type] => post
)
[133] => stdClass Object
(
[slug] => return-on-investment
[ID] => 610
[post_name] => 2015-09-10-yes-we-are-all-biased-but-we-dont-have-to-be
[post_title] => Yes, We Are All Biased, But We Don’t Have to Be
[post_author] => 3
[post_date] => 2015-09-10 15:12:56
[year] => 2015
[month] => 9
[post_type] => post
)
[134] => stdClass Object
(
[slug] => return-on-investment
[ID] => 607
[post_name] => keep-your-statistics-please
[post_title] => Keep Your Statistics, Please.
[post_author] => 3
[post_date] => 2015-09-01 21:13:36
[year] => 2015
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[post_type] => post
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[post_type] => post
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[post_type] => post
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[post_type] => post
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[post_type] => post
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[post_type] => post
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[post_type] => post
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[post_type] => post
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[month] => 5
[post_type] => post
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