Handbook of Workplace Assessment: Evidence-Based Practices for Selecting and Developing Organizational Talent

Chapter 12. ASSESSMENT FOR SUPERVISORY AND EARLY LEADERSHIP ROLES

Mark J. Schmit, Jill M. Strange

Chris, a dedicated, hard-working customer service agent for the Sam Hill Agency, consistently received outstanding performance ratings from his boss, peers, and customers. He quickly moved up through the customer service ranks to his current position of senior customer service agent. Having reached this level, Chris was also at the top of his pay grade. He loved his job, but times were financially challenging, and he believed that a supervisor job would be his best chance at financial stability. He had never had any supervisor responsibilities before this time, but he had seen others do the job and thought, "How difficult can it be?" So Chris applied ...