Question

The recruiter interviewing for customer service telephone representatives tells the applicants that many of the callers are upset and angry, and that some will even use offensive language when speaking with the representatives. The recruiter also informs the applicants that they will be required to be polite, helpful and professional in dealing with all callers, and that their calls will be monitored by their supervisor. They will also work in windowless cubicle in rooms holding 100 other customer service representatives. This is an example of:

1) Pre-employment screening
2) The multiple hurdles selection technique
3) A realistic job preview

Answer 1

The recruiter's detailed description of the challenging aspects of the customer service representative role, including the work environment, is an example of a realistic job preview, used to ensure that applicants have a clear understanding of the job.

Step-by-step explanation:

The recruiter's description to the applicants about the nature of the job as customer service telephone representatives is an example of a realistic job preview. This is a technique used in the hiring process to give potential employees a clear and honest view of what the job entails, including the negatives, such as dealing with upset callers and working in a windowless environment. By doing this, employers can set the right expectations, and applicants can make an informed decision about whether the job is right for them. The realistic job preview helps to reduce early turnover by ensuring the candidates that are selected are more likely to be satisfied with the job and stay with the company long term.