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Test Practical Exercise: Identifying Competencies (Case Analysis)
Agenda
QUESTION 1: What is the main focus of the behavioral interview, according to the course outline?
Evaluate System 1 thinking
Use STAR model and probing for evidence (avoiding theory)
Define essential versus desirable competencies
Manage the offer and onboarding
QUESTION 2: What was the critical problem faced by the Head of Admissions in the case study?
Phone support team was incomplete
Processing analysts were answering emails
The payment gateway collapsed two hours before the final closing
The systems supervisor had no autonomy
QUESTION 3: What action did the candidate take to resolve the understaffing in telephone support?
Reassigned two processing analysts to answer urgent emails
Temporarily suspended new registrations
Proactively contacted those affected
Delegated the task to the systems supervisor
QUESTION 4: What tool is mentioned in the summary to avoid cognitive bias and achieve an objective assessment?
The manager's mindset
The probe
The STAR model
The use of guidelines for objective evaluation
QUESTION 5: What is the purpose of the exercise described at the beginning of the text?
Analyzing a candidate's response to identify competencies
Evaluating if the payment gateway is working properly
Teach the manager to define the job profile
Show how to use System Thinking 1
QUESTION 6: What proactive action did the candidate take to avoid a new collapse of the portal?
Coordinated staff into contact groups
Mandated temporary suspension of new registrations
Activated a general contingency plan
Reassigned processing analysts
7TH QUESTION: What specific task did the candidate delegate to the systems supervisor?
Responded to urgent e-mails
Expedite manual registration process
Contact payment gateway vendor to resolve the 'bug'
Suspend new portal registrations
8th QUESTION: What does the course teach about profiling?
To use the STAR model
To manage the offer and onboarding
To use the survey to obtain evidence
To prioritize essential versus desirable competencies
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