Hiring for Attitude Ch 1

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Questions and Answers

The author argues that 'fuzzy language disease' is problematic because it leads to:

Difficulties in understanding and interpreting behaviors in the workplace

Increased misunderstandings between employees and managers

A lack of clarity in identifying and evaluating performance

All of the above (correct)

The author suggests that instead of focusing on vague terms like 'professionalism' or 'courtesy', one should focus on:

Specific examples of behaviors that demonstrate these qualities (correct)

Objective measures of performance based on specific tasks

Formal definitions of these qualities provided in company handbooks

Personal interpretations of these qualities by individual employees

The author uses the examples of 'courtesy' and 'professionalism' to illustrate:

The difficulty in defining these terms objectively

The importance of understanding the context in which these terms are used

The subjective nature of these terms and their potential for misinterpretation

All of the above (correct)

What is the primary purpose of the section on 'Fuzzy language disease'?

To highlight the importance of clear and concise communication in the workplace (D) Signup and view all the answers

What does the author suggest doing to overcome 'Fuzzy language disease'?

Defining specific behaviors that represent desired attitudes in the workplace (C) Signup and view all the answers

What is primarily considered Southwest Airlines' competitive advantage?

Fun atmosphere (A) Signup and view all the answers

What concept did the author emphasize for assessing candidates’ attitudes?

Brown Shorts concept (D) Signup and view all the answers

Why is hiring for the right attitude critical at Southwest Airlines?

To maintain a fun and engaging work environment (B) Signup and view all the answers

Which of the following metrics demonstrates Southwest's customer satisfaction success?

Lowest ratio of complaints per passengers boarded (D) Signup and view all the answers

What type of employees does Southwest specifically look for during the hiring process?

Others-oriented individuals (A) Signup and view all the answers

What was one of the main reasons for the negative changes at the hospital after Sue's arrival?

Sue's clash with the hospital's culture (A) Signup and view all the answers

What does the term 'Brown Shorts' refer to in the context of hiring at Southwest Airlines?

An unconventional interview technique (D) Signup and view all the answers

What is the primary factor behind Southwest's success?

Positive attitude (A) Signup and view all the answers

How did the other pilots generally react to the idea of wearing brown shorts during the interview?

They were confused and mostly declined the offer (C) Signup and view all the answers

What does 'Brown Shorts' represent in the context of hiring?

Unique attitudinal characteristics important for the organization (D) Signup and view all the answers

Which of the following best summarizes Sue's attitude as perceived by her colleagues?

Arrogant and overly critical (A) Signup and view all the answers

What percentage of new hires typically fail according to the data presented?

46% (B) Signup and view all the answers

What is suggested as a primary measure for hiring the right talent according to the context?

Understanding organizational culture and attitude (D) Signup and view all the answers

What is a vital component of the Brown Shorts Discovery?

Recognizing poor cultural fits (D) Signup and view all the answers

Which types of individuals should not be hired according to the discussed categories?

People whose attitudes don't fit the culture (B) Signup and view all the answers

What is the main reason why a long list of desirable characteristics is ineffective in determining employee success?

It fails to differentiate between high performers and those who are just average. (C) Signup and view all the answers

What is the primary purpose of identifying 'Brown Shorts' in an organization?

To develop a performance management system based on specific attitudes and behaviors. (A) Signup and view all the answers

What analogy does the author use to highlight the importance of identifying specific characteristics that predict success or failure in an organization?

A list of every possible characteristic is like a cluttered room, making it difficult to find what you need. (E) Signup and view all the answers

What does the author suggest about the effectiveness of traditional performance appraisals in identifying 'Brown Shorts'?

Performance evaluations often fail to accurately capture the nuanced aspects of employee attitudes and behaviors. (C) Signup and view all the answers

What type of people are most likely to be considered 'low performers' according to the text?

Those who have a negative attitude and consistently find reasons why things won't work. (C) Signup and view all the answers

How does the author suggest that 'Brown Shorts' can be used to improve hiring practices?

By using 'Brown Shorts' as a basis for developing standardized interview questions. (E) Signup and view all the answers

What is the significance of 'Word Pictures' in the context of 'Brown Shorts'?

A way to express the desired traits and behaviors of successful employees in a clear and concise way. (B) Signup and view all the answers

What does the author imply about the availability of reliable data on employee attitudes and behaviors?

It's highly challenging to obtain accurate and specific data on employee attitudes and behaviors. (A) Signup and view all the answers

Why is it important to interview people at different levels of the organization when identifying 'Brown Shorts'?

To gather a diverse range of perspectives on employee attitudes and behaviors. (D) Signup and view all the answers

What is the primary message conveyed by the author about the importance of identifying 'Brown Shorts' in an organization?

It allows organizations to make more informed decisions about hiring and promoting employees. (B) Signup and view all the answers

What is the main idea presented about performance in organizations?

A combination of attitude and skill defines high and low performance. (A) Signup and view all the answers

Why might an individualistic employee struggle in a collaborative work environment?

Their competitive nature may conflict with team dynamics. (B) Signup and view all the answers

What was Jim's initial reaction to Sue during the hiring process?

He was impressed, but noted she seemed stiff and formal. (A) Signup and view all the answers

What lesson does the story of Jim and Sue highlight about hiring?

Hiring solely based on technical skills can lead to mismatches. (C) Signup and view all the answers

What term is used to describe individuals who have great attitudes but poor skills?

Bless Their Hearts (D) Signup and view all the answers

What is a key characteristic of Talented Terrors?

They display outstanding skills but often have a negative attitude. (C) Signup and view all the answers

Why are Talented Terrors difficult to identify during interviews?

They possess strong social skills that mislead hiring managers. (A) Signup and view all the answers

What is the primary concern when hiring someone who shows a 'great attitude' but lacks necessary skills?

They can be detrimental to team morale if not supported. (A) Signup and view all the answers

Which statement best describes the general rule of thumb concerning low performers?

Incompetence and unpleasantness generally classify them as low performers. (C) Signup and view all the answers

What is suggested as an effective strategy for identifying Bless Their Hearts during the hiring process?

Assessing their practical skills extensively. (C) Signup and view all the answers

What common trait do all low performers share, regardless of specific type?

They show resistance to feedback. (A) Signup and view all the answers

Study Notes

Hiring for Attitude - Brown Shorts

Attitude over Skill: High performance is defined by attitude, not skill. A strong attitude (coachability, emotional intelligence, motivation, temperament) is beneficial, but not universally applicable. The "right" attitude is unique to each organization.
Organizational Fit: An individual's attitude must align with the organization's culture. A competitive, individualistic employee might thrive in a commission-driven sales environment, but not in a collaborative start-up.
Brown Shorts Concept: Identifying the specific attitudes critical to an organization's success. "Brown Shorts" is a metaphor for these essential attitudes. Southwest Airlines uses this concept (although the shorts used aren't actually brown—the story is about attitude assessments).
Jim's Hiring Mistake: Jim, a hospital VP, hired a top nurse (Sue) without considering her analytical and tough attitude's mismatch with the hospital's warm culture. This led to interpersonal conflicts and decreased patient satisfaction.
Identifying Brown Shorts: The goal is not to replicate another company's culture, but to identify the specific attitudes that make your organization successful. This involves both positive and negative characteristics.
Types of Low Performers:
Bless Their Hearts: Possess great attitudes but lack the necessary skills. They try hard, but repeatedly fail to perform adequately.
Talented Terrors: Possess great skills but lousy attitudes. They can be highly skilled but are negative, blame others, resistant to change, and demanding of personal recognition. They are often difficult to identify in interviews due to their skills and ability to mask undesirable behaviors.

Brown Shorts Interview Questions

Detailed Interviewing: The key is behavioral specificity. Vague descriptions (e.g., "courtesy," "professionalism") are unhelpful. Instead, focus on concrete behaviors and examples.
Probing Questions: Key questions for the Brown Shorts discovery process:
"Think of someone in the organization who truly represents our culture... Could you tell me about a time he or she did something that exemplifies having the right attitude?" (and follow up with "Could you tell me about another example?")
In the inverse, ask, "Think of someone who did not represent the culture...Could you tell me about a time this person did something that exemplifies having the wrong attitude?"(and follow up with similar questions about another example)
Behavioral Specificity: Questions should elicit detailed behaviors. Examples such as "this person arrives late," or "this person blames others" indicate attitudes. Critically, ensure two strangers could observe and assess the behavior.
Fuzzy Language Disease: Avoid vague descriptions. Use specific examples of behavior to understand an attitude, not vague buzzwords.
3-3-3 Exercise: A method for identifying Brown Shorts by reviewing the attitudes of three best and worst employees in the last three years (in a behavioral manner).

Obtaining Employee Input - Further Brown Shorts Discovery

Frontline Employee Surveys: Surveys, with 6-10 open-ended questions, are beneficial for gathering more granular insights from frontline employees about attitudes. Questions should be linked (whenever possible) to the attitudes identified during the Executive Interviews.
Survey Examples: Example from the text - "Describe a situation when you were asked to do something work-related you didn't know how to do." ; or " Describe a recent mistake you've seen other employees make in their dealings with customers."
Employee Participation: Employee surveys work best when there are clear plans to act on the insights gathered.

Brown Shorts Application

Microchip Technology: This company used the Brown Shorts process to identify essential qualities of high-performing sales engineers, such as empathy, and to recognize undesirable behaviors, like condescension.
Performance Improvement: Eliminating the "wrong attitudes in hiring" improves performance. These "wrong attitudes" decrease efficiency and create conflicts.

Note on Universal High Performers

Organizational context is key: "High performers" are not universal; they must fit the specific organizational culture.

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Description

Explore the significance of hiring based on attitude rather than just skills. Understand how organizational culture affects employee fit and how specific attitudes can determine success in various environments. Learn from real-life examples, such as Jim's hiring mistake in a hospital setting.