Hiring and Keeping the Best People HBE001_fm_.qxd 10/02/2002 11:27 AM Page i TEAMFLY Team-Fly ® The Harvard Business Essentials Series The Harvard Business Essentials series is designed to provide com- prehensive advice, personal coaching, background information, and guidance on the most relevant topics in business. Drawing on rich content from Harvard Business School Publishing and other sources, these concise guides are carefully crafted to provide a highly practical resource for readers with all levels of experience.To assure quality and accuracy, each volume is closely reviewed by a special- ized content advisor from a world-class business school. Whether you are a new manager interested in expanding your skills or an experienced executive looking for a personal resource, these solution-oriented books offer reliable answers at your fingertips. Other books in the series: Finance Managing Change and Transition HBE001_fm_.qxd 10/02/2002 11:27 AM Page ii HARVARD BUSINESS ESSENTIALS Harvard Business School Press | Boston, Massachusetts Hiring and Keeping the Best People HBE001_fm_.qxd 10/02/2002 11:27 AM Page iii Copyright 2002 Harvard Business School Publishing Corporation All rights reserved Printed in the United States of America 06 05 04 03 02 5 4 3 2 1 No part of this publication may be reproduced, stored in or introduced into a retrieval system, or transmitted, in any form, or by any means (electronic, mechanical, photo- copying, recording, or otherwise), without the prior permission of the publisher. Requests for permission should be directed to permissions@hbsp.harvard.edu, or mailed to Permissions, Harvard Business School Publishing, 60 Harvard Way, Boston, Massachusetts 02163. Library of Congress Cataloging-in-Publication Data Harvard business essentials. Hiring and keeping the best people. p. cm.— (The harvard business essentials series) Includes bibliographical references and index. ISBN 1-57851-875-X (alk. paper) 1. Employee selection. 2. Employee retention. 3. Employee motivation. I. Title: Hiring and keeping the best people. II. Harvard Business School. III. Series. HF5549.5.S38 H37 2002 658.3'1—dc21 2002010627 The paper used in this publication meets the requirements of the American National Standard for Permanence of Paper for Publications and Documents in Libraries and Archives Z39.48–1992. HBE001_fm_.qxd 10/02/2002 11:27 AM Page iv Contents Introduction xi 1 The Hiring Process 1 Attracting the Best People Defining Job Requirements 2 Recruiting Promising Candidates 7 Interviewing 10 Evaluating the Candidates 21 Making the Decision and Offer 25 Don’t Forget Process Improvement 28 Summing Up 29 2 Beyond the Hiring Basics 31 Details You Need to Know Online Recruiting 32 When to Use a Professional Recruiter 38 Case Interviewing 40 Hiring Based on Embedded Personal Interests 42 Hiring for Microculture 49 Psychological Testing 52 Summing Up 55 3 Keeping the Best 57 Essential Retention Strategies Why Retention Matters 60 Why Retention Is So Challenging 66 Master Page A HBE001_fm_.qxd 10/02/2002 11:27 AM Page v The Special Challenges of a Diverse Work Force 69 Why People Stay 75 Why People Leave 77 Two Retention Champions 79 Managing for Retention:An Overview 81 Summing Up 85 4 Market-Wise Retention 87 Competing in the War for Talent Not All Employees Have Equal Value 88 Market-Based Retention Strategies 92 Summing Up 99 5 Developing the Talent You Have 101 Strategies for Training and Development The Development Dilemma 103 Skill Training 104 Career Development 108 Handling C Performers 112 Summing Up 114 6 Workplace Factors That Affect Hiring and Retention 115 Focusing on Culture Consider Your Culture 116 Employee Burnout 119 Work-Life Balance 123 Summing Up 133 7 When All Else Fails 135 Keeping Talented Employees, Even After They Leave Keeping Valued People in Your Orbit 136 Hiring Former Employees 139 Exit Interviews 141 Summing Up 142 vi Contents HBE001_fm_.qxd 10/02/2002 11:27 AM Page vi Appendix A: Sample Job Description 143 Appendix B: Targeted Interview Questions 145 Appendix C: Legal Landmines in Hiring 151 Notes 155 Glossary 159 For Further Reading 161 Index 165 About the Subject Advisor 169 About the Writer 170 Contents vii HBE001_fm_.qxd 10/02/2002 11:27 AM Page vii HBE001_fm_.qxd 10/02/2002 11:27 AM Page viii This Page Intentionally Left Blank Hiring and Keeping the Best People HBE001_fm_.qxd 10/02/2002 11:27 AM Page ix This Page Intentionally Left Blank [...]... share similar education backgrounds, are of the same age, gender, or race, and who enjoy the same pastimes.To avoid the trap, focus on the objective requirements of the job and the candidate’s qualifications The Hiring Process 9 The cover letter and résumé are the candidate’s first introduction to you In order to merit your further attention, they should convey the qualities you are looking for.When you... lower standards, and eventually create an exodus of truly competent people. When excellent managers and great employees are hired, the opposite prevails Thus, hiring managers have a powerful obligation to their company and to themselves to treat hiring with the greatest attention and to be as deliberate as possible in identifying and engaging the best possible people David Oglivy summed up the importance... you are hiring the right people Defining Job Requirements Before you can make a good hire, you need to know what you are hiring for You also need to determine which skills and personal attributes will be a good “fit” with the requirements of the job and the organization To define the job and its requirements, you need to understand: • the primary responsibilities and tasks involved in the job; • the background... of questions By preparing those core questions in advance, you can assure yourself and the decision-making team that all key points are covered, and that all candidates respond to them The unstructured element of the 12 Hiring and Keeping the Best People interview opens the door to productive areas of inquiry that neither you nor your colleagues may have anticipated Be Prepared Would you go into a meeting... legal and illegal interview questions, see Appendix C,“Legal Landmines in Hiring, ” at the end of this book Evaluating the Candidates Once you’ve interviewed all the candidates, you and others involved in the hiring decision must conduct an objective evaluation of each one A decision-making matrix such as the one shown in figure 1-2 can be a helpful tool for comparing the candidates to one another (For... company twenty-four times the individual’s base compensation!1 How is that possible? Smith points to all the usual suspects: the mis-hire’s compensation and cost of maintenance, the initial hiring cost, severance expenses, the costs associated with hiring and training a replacement, and so forth But the biggest cost, according to Smith, is the cost of the mistakes, failures, and missed business opportunities... prepare for a hiring interview, review the job description and make a list of the key responsibilities and tasks of the job, associated training and experience needed, and personal attributes required to do the job well For each of the areas you need to explore with the candidate, prepare several questions in advance Figure 1-1, the Interview Preparation Form, is a handy way to organize yourself and gives... employee/handle a key customer whose business you’d just lost/lead a process improvement team/ etc.].” Be on guard, though, as some 16 Hiring and Keeping the Best People people have developed canned responses to some of the more likely scenario-based questions Maintaining control of the interview is very important (see “Tips for Conducting the Interview” and “Case Study:A Take-NoPrisoners Interviewer”) The. .. apply there.What are its best programs?”) Appendix B at the end of this book includes suggested interview questions organized around key issues such as the candidate’s most recent job, work experience, and skills Questions to Avoid United States laws and regulations are clear about which questions are illegal If you are not familiar with these laws and regulations, 20 Hiring and Keeping the Best People. .. which they’re applying); and • attractive overall construction and appearance In this pass, also consider the subtler differences among qualified candidates—for example, years and quality of experience, technical versus managerial backgrounds, the quality of the companies they have worked for in the past, and so forth Then develop a list of the strongest candidates When reviewing résumés, be on the alert . 60 Harvard Way, Boston, Massachusetts 02163. Library of Congress Cataloging-in-Publication Data Harvard business essentials. Hiring and keeping the best people. p. cm.— (The harvard business essentials. ii HARVARD BUSINESS ESSENTIALS Harvard Business School Press | Boston, Massachusetts Hiring and Keeping the Best People HBE001_fm_.qxd 10/02/2002 11:27 AM Page iii Copyright 2002 Harvard Business. Team- Fly ® The Harvard Business Essentials Series The Harvard Business Essentials series is designed to provide com- prehensive advice, personal coaching, background information, and guidance