The Candidate Experience & The Power of Empathy
A candidate recently landed an interview for his dream job, but the hour leading up to his appointment was nothing but a nightmare. Despite careful preparations, he found himself running behind due to an issue with the elevator in his apartment. And while trying to shave time off the drive, he made a quick turn and spilled an iced mocha on his clothing. He arrived at the interview late, stained and frazzled.
Upon meeting the hiring manager, he quickly offered apologies and explanations, but the hiring manager would not hear them. Instead, she told the candidate to sit in the lobby and offered him a beverage and a “do-over.” As promised, she returned in 10 minutes and introduced herself as if they were meeting for the first time.
The candidate was amused, relieved, and completely relaxed for what became a productive interview that led to a job offer. He did not hesitate to take the offer.
The Power of Empathy
In today's talent market, candidates are holding the cards. Employers need to remain focused on the candidate's experience, and a little empathy goes a long way. Yes, it’s important to identify candidate behavior that may be problematic, but quality candidates have imperfect interviews, too. Regardless, candidates will remember how you made them feel. Even if candidates don’t land the job, they are more likely to associate with your employer brand positively.
Empathy matters to employees, as well. According to Businesssolver’s annual State of the Workplace Empathy Study, 88% of employees are willing to stay with an empathetic employer, and 74% will work longer hours for one.
Demonstrating Empathy During an Interview
As you prepare hiring managers and other employees for interviews, address empathy's importance. Ask them to reflect on their own interview experiences and share examples and tips, i.e.:
Before meeting with a candidate, put any frustrations or stress aside to convey a positive outlook and focus on the candidate. Put yourself in the candidate’s place; how would you want to be treated?
Maintain open body language, i.e., don’t cross your arms or legs. Make note of a candidate’s non-verbal cues and respond to them. If a candidate is nervously tapping their feet, try to put them at ease with small talk or a more relaxed interview approach.
Give the candidate time to process and answer questions. It may be helpful to say, “It’s a difficult question; take your time.”
Listen actively by maintaining eye contact, nodding, and asking questions.
Thank them for participating in the interview. Most likely, they’ve invested a fair amount of time preparing for the interview. For many, scheduling an interview amid a busy schedule requires much effort.
Empathy can be powerful. Use it to compete in the ongoing war for talent.