Recruitment Skills Training for Managers

This one-day course  (or 121 coaching) is designed to help managers of all levels to make the right decisions in the recruitment of new staff. 

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Recruitment Skills Training for Managers

How to find and select the best customer service staff for your team

Recruitment and Interviewing Skills Training Workshop or 121 Coaching


This is a one-day skills and confidence-building training course that will help participants to recruit the best candidates for your customer service, support or sales team.  


It is a very practical course, packed with proven techniques and ideas, ideal for business owners and managers to make the right decisions in the recruitment of new customer-facing staff.


Key learning objectives


  1. Use a structured, objective and consistent approach to recruitment and selection of customer service and support.
  2. Plan, prepare and conduct an effective selection process – using a range of methods as appropriate – that provides evidence against defined selection criteria.
  3. Asking the most effective questions, confidently and correctly for first and second interviews.
  4. How to attract the best candidates through effective job descriptions and ‘selling’ the role at interview stage.
  5. Understand how discrimination and other legislation affects this area and appreciate the practical implications for managers.
  6. Determine the most appropriate, objective and effective selection criteria – including potential skills, personality and attitude, with ready-made templates.
  7. Ensure that candidates are evaluated effectively and that recruitment decisions are objective and documented appropriately.


Above all, attending this programme will help participants to make the right recruitment decisions and attract and select the right people. Also available as an eLearning course.


Recruitment and Interviewing Skills for Managers Workshop


Course outline – one day training event 09.30 to 16.30.

Each main module is around 45-60 minutes.


Extensive and detailed planning sessions throughout.
Setting the scene

  • Introduction to recruitment best practice  
  • Recruitment and unconscious bias
  • Job analysis – how to define the three R’s of the job

The process

  • Preparing effective job descriptions and adverts
  • Identifying knowledge, skills and behaviours required for the job
  • Short-listing applications

Interviewing skills practice – first interview

  • The purpose of a first interview – how to plan and structure
  • Questioning skills and techniques for good recruitment
  • Explaining the role and your organisation clearly 

Preparing for second interviews

  • Advanced questions that search for evidence against your criteria
  • Using competency/behavioural based behavioural tasks and assessments
  • Using a panel and scoring system to make decisions

Evaluating candidates and decision making

  • Objective decision-making 
  • Recording the decision 
  • Communicating the decision and give feedback

Action plans and learning summary




Learn More

Available as an affordable in-house training and elearning course, customised free.

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