How we can use the hiring process to bring out the best in people

A traditional job interview

is basically a one-sided
high pressure interrogation,

almost guaranteed to create

significant psychological strain.

Ironically, such stressful procedures

can totally obscure
a person's true potential

causing us to overlook a lot of people

who could be great employees.

We need a different way
to interview and screen candidates.

One that will reveal
hidden potential and talent.

[The Way We Work]

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Twelve years ago, I founded CY,

an outsource call center

staffed and managed entirely by underdogs.

More than half
of our hundreds of employees

are severely disabled.

Others come from other
disadvantaged populations

or just suffer from anxiety,

low self-esteem, and lack of confidence.

The problem I needed to solve
when we started out was

that traditional
interviewing and screening,

especially for entry level positions,

are totally biased towards people

who function well under intense stress.

Now, if you're screening
for Navy SEALS, I totally get it,

but the capacity to function under duress

is totally irrelevant
if the actual job is stocking shelves

or folding T-shirts,
unless of course it's Black Friday.

Clara is a classic example.

We met in CY's early days

while she was waiting
for her job interview.

Clara was 25 years old,
had cerebral palsy,

and used a walker.

She seemed quite nervous,

but she was likable,
intelligent, and talkative.

And yet just a short while later,

her interviewer told me
that she had totally failed,

that she couldn't string
two words together.

The screening philosophy

of "let's pick our employees
by viewing them at their worst,"

not only overlooks disabled people,

but anyone whose shine
is diminished under harsh pressure.

We developed the reverse screening process

to find potential.

And as the name implies,

we go about things
practically the opposite way

traditional approaches do.

In a nutshell, if you want to assess
a candidate's true potential,

see how they function
at their best, not their worst,

which for most of us
is when we're calm and relaxed,

not stressed and anxious.

So build screening procedures
specifically tailored

to help candidates feel

as emotionally comfortable as possible.

Three examples how you can achieve that.

Lower anxiety and insecurity.

Start out by losing
the whole interrogation vibe.

Rather, interviewers should
view themselves as hosts,

be friendly, and welcoming.

Choose an environment that's conducive

to putting a candidate at ease,

like making your interview room
look like a living room.

People are most confident
discussing things

about which they're
knowledgeable and passionate.

So we ask candidates
to fill out a short questionnaire

about their hobbies

and we start out the interview
by discussing those

so that candidates could bring forth
their verbal skills,

strengths, and personality.

Assess skills in everyday life situations

with which the candidates are familiar.

For instance, sales positions
require the ability to use persuasion.

So ask the candidate to role play

how they would persuade a neighbor

to pay an extra maintenance fee

for the renovations of their lobby.

Looking for tough,
full-throttle negotiations?

Ask the candidate to describe

how they would persuade a teenager

to not look at their phone
during a family dinner.

Help them move beyond the stuck points

to see how they adapt and learn.

In the reverse screening process

we offer candidates three lifelines.

We call it "Who Wants to Be an Employee?"

If the candidate asks for a hint,

the interviewer will model
a few correct arguments

and ask the candidate
to role play the scenario

to see how convincingly
they absorb and convey those points.

Finding people's true potential
makes for happier,

more diverse, and more successful
companies and employees.

Remember Clara? We hired her.

She gradually improved

until she hit her targets
of calls per hour,

and then she kept on getting better.

And nowadays Clara gives talks

about how many years ago
no one, including herself,

believed she had any potential at all.

A job is so much more than a paycheck,

especially for marginalized populations.

By finding and hiring
those you might otherwise overlook,

you will not only
benefit your own company,

you will literally
transform people's lives.

The opportunity to win
with underdogs is all around you.

Make sure to grab it.