As a newer manager for a major retailer, I’ve recently taken on the responsibility of interviewing and choosing applicants to hire for my team. Prior to covid, the interview was conducted in person and was structured to include an introductory period to get to know the applicant a little better, followed by five structured situational questions based on the job they were being interviewed for. The candidate was then scored in real-time by the interviewee based on a set rubric. During covid up until now, this process has gone completely online. Now instead of having a face-to-face interaction and the included time at the beginning to get to know the applicant a little more, the recorded video interview goes directly into the five questions and allows the applicant three minutes to record their response. There is no interaction with the applicant, and their recorded video interview is sent in to review in a database. After reviewing their interview, a decision is made. As a company who prides and sets itself apart by the customer service aspect they provide, I have experienced and see a few gaps in this process, as well as a few positives. In reading, How to Take the Bias Out of Interviews, I see that the process of an online structured interview process really does lend itself well to decrease the effect of personal perception and bias of the interviewer on the decision. I also find that it easier to compare applicants’ responses across the board based on the five questions they are all given. It also saves time by not having to schedule a sit down interview, but allowing the applicant to submit their video interview whenever is convenient and then being able to view it similarly. However, I have experienced the gaps with this approach. Some applicants are more technically savvy or are more comfortable on camera, and they can appear more confident or more at ease than other candidates. For instance, we hired one applicant that seemed really bubbly on camera and had great answers to the questions, but then when we interacted with her face-to-face after hiring her, her persona was completely different and not the best fit for a customer service position. Maybe in the age of social media, she felt like she was “on stage” versus being herself. Unfortunately, this was evident for her once she began the job and she quit after two months. I think it’s really difficult to take the complete bias out of interviews, but I do see the value in structured interviews. I also do find myself wanting more of a personal interaction or connection before hiring someone. Maybe that is my own bias and preference at play though. I do wonder as methods shift as technology continues to advance, if there is anything that will adequately replace the soft skills you can capture in a face-to-face interview.
How to take the bias out of interviews. Harvard Business Review. (2016, July 18). Retrieved April 29, 2022, from https://hbr.org/2016/04/how-to-take-the-bias-out-of-interviews
