He talked and talked but didn’t really tell me anything!

“He talked and talked but didn’t really tell me anything.”  That was the feedback I received from a client about a phone interview he conducted with one of my candidates.  The candidate had not performed well. This client is good at asking questions which require the candidate to explain how he achieved the accomplishments listed on his resume.  I understood immediately what he was telling me; the candidate gave vague answers that were not clear and concise.  Talking in generalities as to how one achieved specific accomplishments casts doubt on the candidate and diminishes his credibility.  That is not to say that the candidate was lying about his work history.  What it does say is that the candidate’s communication skills are not up to par, or that he did not adequately prepare for the interview.  In either case, it was an opportunity lost.

It continues to surprise to me, when one of my C-level Executives fails to interview well. One would think these people have mastered the communication skills required in the interview.  My candidates are adept at selling Senior Management and Boards on multi-million dollar initiatives.  You could reasonably expect them to ace an interview.  I am fairly competent in my own interview skills, so no one gets past me who cannot do the job.  It just goes to show that the interview is an art form that eludes even the most senior executives.

Telephone interviews are often underestimated.  They pose a particular set of challenges.  The interpersonal dynamics of a face-to-face meeting are virtually eliminated.  Personality traits cannot be easily observed and assessed.  Still, the candidate must be able to convey energy and personality while presenting his capabilities in a credible way.  In many respects it is the most difficult, interview format.  Regrettably, some employers place too much emphasis on the telephone screen.  A good telephone persona does not necessarily translate to a good hire.  Personally, I believe that the phone screen should be focused on confirming factual data to determine if hard skills and accomplishments meet the job requirements.  The intangible, soft skills are better evaluated in a face to face interview.  Notwithstanding, you must recognize the situation for what it is and take it seriously.

To ensure an optimal result, begin with the basics.  Make sure you have your resume in front of you so that you and the interviewer are literally on the same page. A strong, clear telephone signal and a place without background noise is a must.  Pick a setting that is free of distractions and provides a high-quality telephone connection.  The choice of a cell phone over a land line can be problematic.  Taking the call in a popular Starbucks is a disaster in the making.  Taking the call in your car during your commute can be suicide, literally.  If taking a call at home, remember that children and barking dogs can derail a call.

It is also useful to help the interviewer help you.  Give him the tools to make your interview easier.  Additional printed materials provided to the interviewer can be very useful.  A summary of key career accomplishments will provide the interviewer with interesting questions.  Keep it to one page.  The tried and true, two-column, side by side comparison of job requirement vs the candidate’s background and accomplishments is always a plus.  These materials give the interviewer a road map to guide the interview. The very process of assembling these documents will aid your interview prep.  This is also an effective technique for the face-to-face interview.

My clients want to know how the candidate deals with problems.  How did she analyze the situation?  What alternatives were considered? What resources were required?  Why did she make the decision she made?  How did she approach the implementation of the solution?  If it involved other team members, as one would expect, how did she marshal those resources?  What problems were encountered in the implementation of the solution?  What was the final outcome?  Did it work?  How well?  This could either be a very long-winded story which would put the interviewer to sleep, or it could be focused, concise and energetic.  The interviewee should be able to answer effectively in three minutes or less.  If the interviewer needs more detail or clarification he will ask for it.  

So how does one prepare and practice an effective answer?  I tell my candidates to think in terms of a one-page, landscaped, bullet-point presentation to explain each and every significant accomplishment.  This is a good exercise to focus one’s thoughts and to prepare for the phone screen.  I recommend that you prepare a page for each accomplishment you think appropriate, especially those that dovetail with the requirements of the job spec.  It might even make sense to have a blank template to help you focus your answer for unexpected, or unplanned questions.  Remember to label the bullet points: Situation, Alternatives, Solution Chosen, Plan, and Outcome or Result.  At its most fundamental level these points are the problem solving/planning loop.  It might take a little practice, but the result will prove to be well worth the effort.

Finally, I did close the loop with the candidate in question.  He had not been in a job search for a while and was genuinely interested in constructive feedback.  I am confident that his next interview will be better.  Come to think of it, it might be useful to share this post with all of my candidates in advance of their telephone interview.