Entrevista laboral por Competencias

 

Tendencias en Entrevistas laborales.

Actualmente se cuestiona que  el proceso de entrevista laboral tradicional garantice totalmente una selección de personal eficaz, ya que se ha visto por ejemplo, que dos individuos motivados, con educación, experiencia y capacidades similares son ascendidos a nuevos puestos, uno de ellos rápidamente se convierte en un empleado estrella, logrando resultados destacados con relativa facilidad, mientras el otro lucha sólo podrá descansar el mínimo nivel de éxito. Entonces nos preguntamos, por qué uno es más exitoso que lo otro si ambos poseen los conocimientos y capacidades similares.

Los procesos de entrevistas tradicionales buscan indagar sobre la experiencia previa de un candidato, conocer su inteligencia y los puestos desempeñados, sin embargo las nuevas propuestas de entrevistas laborales centradas en las competencias de los candidatos indagan por elementos menos visibles pero que dirigen y controlan gran parte de la conducta.

Entrevista por competencias.

El célebre psicólogo de la Universidad de Harvard David McClelland, confirmó esto en un artículo que publicó en 1973 titulado “Evaluar la competencia en lugar de la inteligencia”.
McClelland resumió una cantidad de estudios que demostraban que esas pruebas de aptitud, que los psicólogos habían usado tradicionalmente para pronosticar el desempeño, en realidad, no predicen el desempeño laboral. Además, a menudo las pruebas tenían una base cultural y tendían a ser parcializadas. También descubrió que otras evaluaciones tradicionales usadas en el proceso de contratación, como resultados de exámenes y referencias, eran igualmente pobres en la predicción del éxito en el empleo.

McClelland se propuso encontrar una alternativa a las pruebas tradicionales de actitud e inteligencia que conllevará a una medición más profunda que calificó como competencias. Una competencia se define como una característica subyacente de una persona que le permite tener un desempeño superior en un empleo, puesto y situación dada. McClelland intentó comprender qué diferenciaba realmente el desempeño y producía el éxito de un empleado. Es usual exponer la analogía del iceberg para entender la gestión de la entrevista por competencias, ésta explica que mientras algunos elementos son fácilmente identificables y cuantificables en la superficie del iceberg, otros son más difíciles de detectar, aunque en la mayoría de los casos éstos, son los más significativos. Así en la cima del iceberg y fuera del mar donde es visible para cualquiera, esta parte del iceberg representa los conocimientos, las destrezas, la inteligencia, pero dentro del fondo del mar en la parte profunda del iceberg que no es visible desde la superficie están aquellos rasgos, motivos, roles que producen y predicen resultados superiores sostenidos en el tiempo, mismos que dirigen y controlan la conducta superficial observable que se encuentra en la parte visible del iceberg. Mientras más complejo sea el cargo, es más probable que el excelente desempeño sea dirigido por las características y que se encuentran en niveles más bajos del iceberg, y no por las destrezas y conocimientos de la punta.

«La entrevista centrada en competencias consiste en la búsqueda de evidencias situacionales del pasado vinculadas con las competencias analizadas, preguntando sobre situaciones y dificultades con las que la persona ha tenido que enfrentarse”.

Otros autores como Pereda y Berrocal (200l:187:) la definen como «Una entrevista semiestructurada, focalizada en la obtención de ejemplos conductuales de la vida laboral, académica y/o personal del entrevistado, susceptibles de ser utilizados como predictores de sus comportamientos futuros en el trabajo”.

Por lo tanto el punto principal de una entrevista por competencia es centrarse en la obtención de «ejemplos conductuales» que el candidato describe sobre su vida laboral y/o personal. En estas descripciones detalladas, se comprueba si el candidato ha mostrado o no esos comportamientos en el pasado y con qué nivel de dominio, por lo que pueden ser utilizados como predictores de comportamientos futuros y permiten comprobar si el candidato posee las competencias que requiere el puesto y si posee el nivel competencia! adecuado.

María Teresa Palomo en su libro liderazgo y motivación del equipo de trabajo presenta una figura que corresponde al estrella conductual de este donde brinda una estructura básica para una entrevista por competencias donde según ella hay cuatro puntos claves en donde se tienen que definir: una situación, una tarea, la acción y los resultados, que se definen de la siguiente manera:

Situación: Tener una descripción detallada, mediante preguntas del contexto en el que se produjo esas conductas.

Tarea: Obtener información exacta, mediante preguntas, sobre las responsabilidades y objetivos de la persona en esa situación pasada.

Acción: Conocer las conductas, mediante preguntas, que fueron puestas de manifiesto en aquella situación.

Resultado: Determinar el nivel de eficacia y eficiencia en la solución de esa situación de! puesto.

Ahora bien es sumamente importante que las preguntas contengan tipos de situación es a ondear según las competencias que se pretenden evaluar ,es decir aquellas que son indispensables para el puesto de trabajo en donde deseamos encontrar un candidato. Combinando lo anterior con la propuesta de Hay Group consultores, esto se puede hacer identificando personas que en nuestra empresa ya sea una muestra de criterio de características que se desea. Cabe mencionar que no nos referimos a decir quiénes podrían desarrollar esas características, si no, quienes las tienen ya, o sea uno de los empleados estrella.

La siguiente figura tomada del libro de María Teresa Palomo grafica el tipo de pregunta básica para indagar competencias.

Así la pregunta de una entrevista por competencia buscará una situación donde su colaboración  haya impactado de forma Importante. Piense en la última situación en la que incorporó a alguien a su equipo. ¿Qué hizo?, ¿Cómo le ayudó?, ¿Qué prioridades y objetivos le parecen mas importantes?.

Durante el desarrollo de la entrevista, los candidatos proporcionan respuestas teóricas y aprendidas con mucha frecuencia, y algunos entrevistadores no se percatan que lo que están escuchando son opiniones, cuando lo que realmente interesa conocer son «Ejemplos conductuales» sobre lo que han hecho en el pasado.

Cuando un candidato incluye conceptos teóricos “lo que haría es”, “en esa situación se debería”, “podría tomar decisiones sobre”, o términos imprecisos “yo nunca lo haría”, “a veces ha pasado”, “con cierta frecuencia sucede”…. se obtienen respuestas no conductuales. En ese caso, el entrevistador tiene que pedir al candidato que describa una situación concreta, la acción promovida y el resultado.


En resumen, la entrevista por competencias pregunta sobre detalles específicos para poder hacerse una idea de la persona «en acción» (qué es lo dijo, hizo, pensó y sintió en ese momento), centrándose especialmente en experiencias de hace 12 o como máximo 24 meses.

Ahora hagamos una comparación con el tipo de preguntas de un entrevista tradicional y las preguntas en una entrevista por competencias para que se pueda notar la diferencia, observemos que en la primera se obtendrá información sobre la punta de la iceberg, inteligencia, experiencia, conocimientos y en la segunda rasgos, motivos, imagen de sí, roles que según lo expuesto genera resultados superiores sostenidos en el tiempo. Las siguientes son algunos ejemplos de preguntas en una entrevista tradicional:

•          Cuénteme acerca de usted mismo:

•          ¿Por qué dejó su último trabajo?

•          ¿Qué experiencia tiene usted en este campo?

•          ¿Qué es lo que sus compañeros de trabajo dicen acerca de usted?

•          ¿Qué ha hecho usted para mejorar su conocimiento en el último año?

•          ¿Por qué quiere trabajar para esta organización?

•          ¿Cuánto tiempo se va a quedar trabajar para nosotros si es contratado?

•          ¿Cuál es su filosofía hacia el trabajo?

•          ¿Por qué lo debemos contratar?

•          ¿Cuál es su mayor fortaleza?

•          ¿Por qué crees que le haría bien este trabajo?

•          ¿Cuáles serán según sus anteriores supervisores o jefes su punto más fuerte?

•          Cuénteme acerca de su capacidad para trabajar bajo presión.

•          ¿Está usted dispuesto a trabajar horas extraordinarias?  ¿Noches? ¿Los fines de semana?

•          ¿Tiene algunos puntos ciegos que le faltan desarrollar?

•          Describa su ética de trabajo.

•          ¿Tiene alguna pregunta para mí?

Nótese entonces que el tipo de pregunta anterior responderá a características superficiales, ahora comparémoslo con la propuesta de una entrevista por competencia donde siempre se buscará obtener ejemplos específicos de la persona en la acción, tomando los cuatro puntos principales, es decir solicitaremos una situación y a partir de ella indagaremos sobre la acción específica, las tareas y resultados obtenidos.  A continuación se presentan varios ejemplos:

Situación: Reláteme una situación profesional, en relación a sus clientes, por la que le han felicitado o reconocido su actuación profesional.

Preguntas:

¿Que pasó?, ¿Cuando ocurrió?, ¿Con qué personas del equipo ocurrió?

—  ¿Qué se esperaba de usted?, ¿Para qué se hizo esa acción? , ¿Cómo actuó?. ¿Qué estrategia siguió?.

¿Qué resultados o mejoras se produjeron?. ¿Cuales fueron las consecuencias profesionales y personales? ¿lo volvería hacer igual o cambiaría algo?

Situación: Cuéntame una experiencia profesional reciente en las que has tenido que asumir algún riesgo por asesorar o ayudar a un cliente.

Preguntas:

¿Qué pasó?. ¿Cuándo se produjo?

—  ¿Qué esperaba el cliente de ti? ¿Tuvo que intervenir una tercera persona?

— ¿Cuál fue el efecto en el cliente? ¿Qué consecuencias tuvo para su organización?: ¿Qué pasó después; En la actualidad. ¿Qué cambiaría de aquella situación?

Situación: Nárrame una situación en la que discutiste a un cliente su petición o demanda porque considerabas que no era lo mejor para él o para su empresa.

Preguntas.

¿Por qué hizo eso?. ¿Qué alternativas le propuso?

¿Qué reacción tuvo su cliente?. ¿Quedó satisfecho?. ¿Cuál fue el efecto o consecuencias en sus relaciones a partir de ese momento? ,  ¿Lo volvería a hacer o cree que no merece la pena? ¿Por que?

Situación: Descríbame una situación en la que un cliente quedo claramente insatisfecho.

Preguntas:

-¿Que pasó?. ¿Cuándo sucedió?, ¿Qué necesidades y expectativas tenía su cliente?

- ¿Tuvo que intervenir su jefe u otra persona de la organización para solucionarlo?. ¿Qué hizo o hicieron para solucionarlo?. ¿Qué fue exactamente lo que hiciste? ¿Cuáles han sido las consecuencias?. En la actualidad, ¿sigue siendo cliente suyo?. ¿Qué aprendió de esta situación?

Bibliografía

Hay Group consultores. (2009). Uso de las competencias para identificar a los mejores. España.

Palomo, María teresa. (2007).Liderazgo y motivación de equipos de trabajo.4° edición. Madrid. ESIC Editorial

Eduardo Gómez A.

Director.

http://www.psicologialaboral.net

http://www.enriquecetupsicologia.com

145 comentarios

  1. dora dice:

    muy bueno, se felicita por la publicacion de este articulo.

  2. Guadalupe dice:

    Muy buen artículo de gran utilidad , me resolvio muchas dudas…Gracias!!

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  3. Juan Carlos Mejia Ossa dice:

    Muy interesante su punto de vista para hacer una entrevista que nos de mas de la persona , de su conducta y comportamiento , las competencias se adquieren y se enseñan las actitudes y las personas son muy dificiles felicitaciones

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  4. Miryam dice:

    Gracias, es una muy buena explicación. Me estoy iniciando en entrevistas por competencias, sería posibles me brindes alguna bibliografía específica.
    Saludos

  5. Marisela dice:

    Me encanto, el artículo es breve pero muy enriquecedor. Gracias por compartir esta información. Saludos!!

  6. Othon dice:

    Para los que nos dedicamos al ramo de los Recursos Humanos, excelente artículo, breve, sin demasiada información y a la vez bien estructurado.
    Saludos cordiales!!!

  7. hanna dice:

    Gracias el excelente artículo, me aclaro varias dudas, saludos cordiales.

  8. Jackson Rojas dice:

    Excelente trabajo, de utilidad
    Seria posible enviarme un modelo de informe a presentar al jefe inmediato
    Agradezco la buena voluntad, por compartir sus conocimientos

  9. dan dice:

    muchas gracias, este artículo me ha servido de mucho por mi profesión y la posibilidad de ser contratado en Rh…. XD

  10. José Fernando Aguilera Martínez dice:

    Hola Soy Consultor Certificado para empresas del Sector Turistico; me dedido a implementar sistemas de Gestión para mejoramiento de la Calidad en las Empresas.
    Me gusto la explicación y redacción de este artículo, es muy digerible y en mi profesión me es de mucha utilidad para reforzar una de mis técnicas sobre Liderazgo y Desarrollo Humano.
    Gracias por compartir tu experiencia
    Cordialmente un abrazo

  11. vero dice:

    Hola, me abrio mas mi panorama este articulo, solo que un favor tendras de casualidad algun formato de informe para el jefe inmediato (quien solicita la vacante) para poder entregar informe completo y formal
    saludos y gracias

  12. Carmen dice:

    Hola, muchas gracias por compartir este articulo es realmente didáctico.

    Alguien de ustedes sabe en donde puedo capacitarme respecto al tema.

    Gracias y saludos.

  13. Es muy buena esa estructura que comenta sobre las entrevistas por competancias, solo un tip para los que se dediquen a recursos humanos, esta comprension de un candidato asi como identificar este tipo de aspectos, solo se puede identificar de una forma, tienes que ser psicologo,por que somo los unicos con esa capacidad, no demerito a un L.A.E. ni a un Lic. en Recursos Humanos, pero no tienen esa formacion.

  14. Eddy dice:

    hola muy buen artículo felicidades y gracias por compartirlo. oye pero ¿hay ya machotes específicos o los puede estructurar el entrevistador conociendo la técnica
    y lo que se espera como resultado?
    ojalá me puedas contestar, saludos y bendiciones!

  15. ANGEL REYES dice:

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    Excelente, ahora lo tengo muy claro.
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  97. The rest of the five putters inside Progressive line are 2 Ball putters, and the are getting to be well-liked by PGA Tour pros. As is also the case with all the Marxman models, there are two Ball putters based upon both mallet and blade designs. These clubs both have full shaft offset, plus the mallet model will come in a lefthanded version.

  98. “That’s my boy,” Lackey said. “He’s turn into great pitcher in the league and he’s fun to look at. He was pretty good as he got here. I am talking about, he soon began off like 90 or something that is (to be a rookie). We discussed more things away from the field, preparationwise, than pitching stuff. He previously that down pretty good in the first place.”

  99. Jered Weaver and John Lackey connected in a pitching duel that pitted former teammates against one another. There wasn’t any animosity, with Weaver crediting Lackey for helping him develop and Lackey playing negligence proud your government.Weaver got good Lackey on Sunday night, combining with three relievers using a fivehitter as being the Los Angeles Angels defeated the Boston Red Sox 30 for their 10th win in 12 games.

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  101. That gallery, open up given that ’62, ended up being the positioning in the push seminar through just separated Russian language former essential oil magnate Mikhail Khodorkovsky on November. 22, 2013. A couple of days after Ruskies Chief executive Vladimir Putin understood your pet, the first sort Yukos acrylic executive seemed to be flown to be able to Berlin through penitentiary, the place he’d used years..

  102. That gallery, open up given that ’62, ended up being the positioning in the push seminar through just separated Russian language former essential oil magnate Mikhail Khodorkovsky on November. 22, 2013. A couple of days after Ruskies Chief executive Vladimir Putin understood your pet, the first sort Yukos acrylic executive seemed to be flown to be able to Berlin through penitentiary, the place he’d used years..

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