Lesson 2 – Introduction to CAREPix Concepts

1. Lesson 2 – Introduction to CAREPix Concepts This lesson introduces the concepts, guidelines and main interviewing tool used in conducting behavioral-based interviews.

2. Introduction to CAREPix Concepts • Identify the concepts basic to the CAREPix interviewing method. • Identify the best practices goal and hiring model to follow. • Identify the purpose of the CAREPix Interview Guide. • Match a candidate’s Key Attributes with the Key Attribute Profile. Upon completion of this lesson, you will be able to:

3. Introduction to CAREPix Concepts The CAREPix interview process helps organizations: • Interview • Hire • Retain high-performingemployees

4. Introduction to CAREPix Concepts The CAREPix interview: • Utilizes behavior-based interviews • Involves peers • Focuses on values and behaviors expected Click here for an overview of the CAREPix hiring method by Ann Rhoades, co-founder of CARELeaders, Inc.

5. CAREPix Concepts – The CAREPix Interviewing Method Key concepts basic to the CAREPix interviewing method

6. CAREPix Concepts – Hiring • Hiring for a patient-centered culture • Peer-interviewing • a best practice adopted by award-winning hospitals. • incorporated in the 30 Safe Practices, developed by the National Quality Forum (NQF)

7. CAREPix Concepts – Hiring Standards • Hiring for a patient-centered culture • The NQF Standards have been jointly accepted by

8. CAREPix Concepts – Hiring Commitment • Hiring for a patient-centered culture • Commitment to compliance with the 30 NQF Safe Practices • Nearly 40% of the score is workforce related. • CAREPix enables your organization to satisfy this goal.

9. CAREPix Concepts – Hiring Retention • Hiring for a patient-centered culture • Retention is an important factor in quality of patient care and safety • Implementing behavior-based, peer interviewing maintains the organization’s culture and reduces turnover.

10. CAREPix Concepts – Common Elements of Hiring 2. Three Common Elements • The most credible and effective selectionprocesses have Three Common Elements

11. CAREPix Concepts – Common Elements of Hiring 2. Three Common Elements • What is ‘Hire Right’? • The ability to select the right people

12. CAREPix Concepts – Common Elements of Hiring 2. Three Common Elements • What is ‘Fairness and Consistency’? • The obligation to interview every candidate in the same manner.

13. CAREPix Concepts – Common Elements of Hiring 2. Three Common Elements • What is ‘Team Confirmation’? • Feedback from all indicates the interview process is working.

14. CAREPix Concepts – Interviewing 3. Behavior-based Interviewing • What is ‘Behavior-based Interviewing’? • An evidence-based practice to identify and analyze how an applicant’s past behavior predicts future behavior in job performance

15. CAREPix Concepts – Interviewing 3. Behavior-based Interviewing • CAREPix method of interviewing • Based on Key Attributes for each position and the organizational Values. • Consists of structured questions. • Responses predict how candidate will behave.

16. CAREPix Concepts – Interviewing 3. Behavior-based Interviewing Example Question How did you handle a patient who required extra attention from you? • What did you do? • What was the outcome?

17. CAREPix Concepts – Hiring Focus 4. Focus on Hiring "A" Players • The CAREPix interviewing method helps organizations hire and retain: • “A” Players • “B” Players who can become “A” Players

18. CAREPix Concepts – Hiring Focus 4. Focus on Hiring "A" Players • The problems with hiring “C” Players: • negative impact the bottom line • demand more attention Clickhereto hear Ann Rhoades talk about “A” Players.

19. CAREPix Concepts – Best Practice Hiring Model Goal = Improve the effectiveness and quality of hiring decisions

20. CAREPix Concepts – Best Practice Hiring Model Goal = Improve the effectiveness and quality of hiring decisions 2. Screen Applicants 1. Recruitment Strategy Based on Values 3. CAREPix Team Interview 6. Make an Offer 5. Complete Background Check 4. Team Makes Hiring Decision

21. CAREPix Concepts – Key Attributes A Key Attributeprofile is a list of Key Attributes for each position or job grouping within the organization. 1. Types of Key Attributes 2. Key Attribute Validation 5. Benefits of UsingKey Attributes 3. CAREPix InterviewGuide 4. Interview Guide andKey Attributes

22. CAREPix Concepts – Key Attributes 1. Types of Key Attributes • Key Attribute-based = attributes that tell us the candidate’s abilities • Values-based = attributes that tell us the candidate’s likes/dislikes and how that fits with the organization’s values

23. CAREPix Concepts – Key Attributes 1. Types of Key Attributes Question formats used: • Key Attributes = ask behavioral questions to discover complete stories about past jobs • Values = ask what the candidate liked/disliked about past jobs

24. CAREPix Concepts – Key Attributes 2. Key Attribute Validation Key Attributes are validated by the following process for each job position: • Interview employees currently in the job • Develop a long list of key attributes • Determine a short list of priority key attributes • Validate the final list of key attributes

25. CAREPix Concepts – Key Attributes 3. CAREPix Interview Guide • Create a CAREPix Interview Guide for each position. • Develop behavior-based questions for each Key Attribute. Clickhereto view and print a “Sample CAREPixInterview Guide”.

26. CAREPix Concepts – Key Attributes 4. Interview Guide and Key Attributes Clickhereto view and print a “Sample CAREPixInterview Guide”.

27. CAREPix Concepts – Key Attributes 5. Benefits of Using Key Attributes • Hire right • Ensure fairness and consistency • Instill confidence in the evaluation decision • Avoid illegal questions • Avoid selection mistakes

28. Quiz Exercise – Matching Key Attributes Purpose The purpose of this exercise is to determine under which Key Attribute a “complete story” belongs when interviewing. Your ability to identify a Key Attribute from the interviewer's story determines how effectively you are able to grade a candidate on a Key Attribute. This ultimately affects your ability to make a valid hiring recommendation.

29. Quiz Exercise – Matching Key Attributes • Directions • Read each candidate’s complete story. • Match the story with its proper Key Attribute: • Customer Focus • Adaptability • Organization Match • Determine if the story was Positive or Negative. • Click the Submit button after each answer. • After you respond to all 12 questions, your results are displayed on a summary slide.

30. Quiz Exercise – Matching Key Attributes Here is a reminder… You are working with: • 6 stories • 3 Key Attributes • Positive or Negative example

31. A) Adaptability B) Customer Focus C) Organization Match Submit Clear My ideal schedule is to work Monday through Friday, from 8 a.m. to 5 p.m. so I can be home in the evenings and on weekends with my family. One month, my boss scheduled me Wednesdays through Sundays, in the evenings. At first, I was upset, but then I talked to my boss. She explained that she had to do that because my co-worker had a death in her family. I rearranged my calendar and explained the reasons to my family. It worked out fine. I told my boss that if anything like this happened in the future, I could help her out if I had some notice. 1. What Key Attribute is represented by this story? Exercise – Matching Key Attributes Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You did not answer this question completely You answered this correctly! You must answer the question before continuing The correct answer is:

32. A) Positive B) Negative Submit Clear 2. Was this a Positive or a Negative Story? Exercise – Matching Key Attributes My ideal schedule is to work Monday through Friday, from 8 a.m. to 5 p.m. so I can be home in the evenings and on weekends with my family. One month, my boss scheduled me Wednesdays through Sundays, in the evenings. At first, I was upset, but then I talked to my boss. She explained that she had to do that becausemy co-worker had a death in her family. I rearranged my calendar and explained the reasons to my family. It worked out fine. I told my boss that if anything like this happened in the future, I could help her out if I had some notice. Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

33. A) Adaptability B) Customer Focus C) Organization Match Submit Clear I do not like my job at all. The environment is strange. I like to come to work and be left alone. Everyone here is always laughing and smiling, AND they like to hug each other. It all makes me uncomfortable. I think that people should be serious when they work. 3. What Key Attribute is represented by this story? Exercise – Matching Key Attributes Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

34. A) Positive B) Negative Submit Clear 4. Was this a Positive or a Negative Story? Exercise – Matching Key Attributes I do not like my job at all. The environment is strange. I like to come to work and be left alone. Everyone here is always laughing and smiling, AND they like to hug each other. It all makes me uncomfortable. I think that people should be serious when they work. Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

35. A) Adaptability B) Customer Focus C) Organization Match Submit Clear One day I was working on the phones. A customer called in, first thing in the morning, so angry about not receiving what he had ordered, as promised. He was yelling because he needed it for his meeting that day. I apologized profusely, looked up his order, and asked what time the meeting was to start. He said the meeting was at 3:30 p.m. I asked him to hold for a moment. I called the local store and asked them to deliver his order to him at his office by noon. I told the customer what we were going to do for him. I also gave him a $50 credit for our mistake. He couldn't believe it, and sent a very nice letter to my boss. 5. What Key Attribute is represented by this story? Exercise – Matching Key Attributes Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

36. A) Positive B) Negative Submit Clear 6. Was this a Positive or a Negative story? Exercise – Matching Key Attributes One day I was working on the phones. A customer called in, first thing in the morning, so angry about not receiving what he had ordered, as promised. He was yelling because he needed it for his meeting that day. I apologized profusely, looked up his order, and asked what time the meeting was to start. He said the meeting was at 3:30 p.m. I asked him to hold for a moment. I called the local store and asked them to deliver his order to him at his office by noon. I told the customer what we were going to do for him. I also gave him a $50 credit for our mistake. He couldn't believe it, and sent a very nice letter to my boss. Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

37. A) Adaptability B) Customer Focus C) Organization Match Submit Clear We had a major conversion to a new system in the company. There were many unhappy employees, including me. I liked the old system. Yeah, it may have been a bit antiquated, but it got the job done. I complained to my boss. He explained the advantages, but I disagree. I want the old system back. 7. What Key Attribute is represented by this story? Exercise – Matching Key Attributes Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

38. A) Positive B) Negative Submit Clear 8. Was this a Positive or a Negative Story? Exercise – Matching Key Attributes We had a major conversion to a new system in the company. There were many unhappy employees, including me. I liked the old system. Yeah, it may have been a bit antiquated, but it got the job done. I complained to my boss. He explained the advantages, but I disagree. I want the old system back. Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

39. A) Adaptability B) Customer Focus C) Organization Match Submit Clear XYZ company is such a great company. I love the fact that departments work together and realize that we are all in the same boat, rowing in the same direction. When I need something from them, I get it right away. It makes my job much easier and more satisfying. I enjoy getting up and coming to work.9. What Key Attribute is represented by this story? Exercise – Matching Key Attributes Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

40. A) Positive B) Negative Submit Clear 10. Was this a Positive or a Negative Story? Exercise – Matching Key Attributes XYZ company is such a great company. I love the fact that departments work together and realize that we are all in the same boat, rowing in the same direction. When I need something from them, I get it right away. It makes my job much easier and more satisfying. I enjoy getting up and coming to work. Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

41. A) Adaptability B) Customer Focus C) Organization Match Submit Clear I was walking to my desk, and a customer asked me to help her with a situation. I knew I was able to help her, but I didn't feel like it. I sent her to someone else. When I went on my break 30 minutes later, she was still waiting. Oh, well, that's not my problem. 11. What Key Attribute is represented by this story? Exercise – Matching Key Attributes Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

42. A) Positive B) Negative Submit Clear 12. Was this a Positive or a Negative Story? Exercise – Matching Key Attributes I was walking to my desk, and a customer asked me to help her with a situation. I knew I was able to help her, but I didn't feel like it. I sent her to someone else. When I went on my break 30 minutes later, she was still waiting. Oh, well, that's not my problem. Correct - Click anywhere to continue Incorrect - Click anywhere to continue Your answer: You answered this correctly! You did not answer this question completely You must answer the question before continuing The correct answer is:

43. Continue Review Quiz Quiz Exercise – Results of the Matching Key Attributes Exercise Question Feedback/Review Information Will Appear Here

44. Additional Resources For more information about the results of behavior-based interviewing in the healthcare industry: Click here for the “Bronson Methodist Hospital Application Summary”. Clickhere for the “Behavioral Interview, a method to evaluate ACGME Competencies in resident selection” (PDF). For more information about “A” Players, read the following Harvard Business Review articles: Click here for “A New Game Plan For C Players” (PDF) Click herefor“Let’s Hear It for B Players” (PDF) Click herefor “ ‘A Players’ or ‘A Positions’ ?” (PDF)

45. Lesson Summary In this lesson you learned to: • Techniques for getting and recording the applicant’s whole story • Identify the basic concepts, best practices and key attributes on which the CAREPix Interview Process is built. • Identify types of key attributes exhibited in various interview scenarios. The next lesson introduces you to: Go to the Course Map and select, Lesson 3: Getting the Whole Storyto begin.