by Warren Bobrow | Sep 29, 2015 | Employee Engagement, Performance, Pre-Employment Testing, Recruitment, ROI, Skills Assessment, Talent Management
There are several approaches that companies take with their customer service: Necessary evil. This is when they figure they have to have it (by expectation or regulation). A cost of doing business. Companies take this approach when they still take orders online and...
by Warren Bobrow | Sep 22, 2015 | Pre-Employment Testing, ROI, Skills Assessment, Talent Management, Test Validation
In working with clients on developing pre-employment testing systems, I’ve heard the expression “The Customer Service Gene,” or some variant of it, dozens of times. I like it because it transmits the idea that some people have it and some do not. It casually...
by Warren Bobrow | Sep 14, 2015 | Performance, Talent Management
This week we have a guest blogger, Dennis Adsit (http://ifyouwanttoscream.blogspot.com/). He is a big thinker on all things organizational and when I read this I asked him if I could post it here as well. This hasn’t been edited and you can go to the original...
by Warren Bobrow | Sep 10, 2015 | Assessment Centers, Legal Issues, Pre-Employment Testing, ROI, Skills Assessment, Talent Management, Test Validation
Nearly all judgments we make about people are subject to some bias. We carry around these mental shortcuts so that every social situation doesn’t have to consist of obtaining all new information. I will leave to the evolutionary biologists to fill in the details as to...
by Warren Bobrow | Sep 1, 2015 | Legal Issues, Pre-Employment Test Validtion, Pre-Employment Testing, ROI, Talent Management, Test Validation
Target has had a rough time with pre-employment tests. The previously lost a case of using a clinical psychology instrument in hiring security guards. Now they have settled again with the EEOC for using tests with adverse impact. I’m very curious as to which tests...
