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Last updated on 2024年7月16日

How do you handle a candidate experiencing video freezing during an important discussion?

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In today's digital age, video interviews are common, but they're not without technical hiccups. Imagine you're in the middle of an important discussion with a candidate when suddenly their video feed freezes. This can be a critical moment, especially if it disrupts the flow of conversation or occurs as they're answering a key question. The way you handle these interruptions not only reflects on your adaptability but also impacts the candidate's experience. It's essential to manage such situations with poise and professionalism to ensure a fair assessment of the candidate's abilities.

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Sonal Goyani (HR - CodeTrinity IT Services)

HR Manager at CodeTrinity IT Services || Top Human Resources (HR) Voice || Top Interviewing Voice || Hiring || Surat…
Jyoti Vyas

"Human Resources Specialist | Strategic HR Talent Sourcing | Bridging Top Talent to Outstanding Opportunities | Badge…
Amanda de Carvalho

Consultora de Carreiras | Mentora | Estrategista de LinkedIn | Gest?o de Talentos | Recrutamento & Sele??o | Consultora…

1 Stay Calm

When a candidate's video freezes, the first thing to do is stay calm . Your composed reaction will set the tone for the rest of the interaction and can help ease any tension the candidate may feel. Assure them that it's a common issue and not a reflection of their interview performance. You might suggest waiting a moment to see if the connection restores itself. If not, propose a quick reconnection by ending and restarting the call, which often resolves the issue. Remaining patient and supportive during these technical difficulties demonstrates your professionalism.

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Sonal Goyani (HR - CodeTrinity IT Services)

HR Manager at CodeTrinity IT Services || Top Human Resources (HR) Voice || Top Interviewing Voice || Hiring || Surat jobs || BDE || WordPress Developer ||
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To handle a candidate experiencing video freezing during an important discussion, start by pausing the conversation and acknowledging the technical problem. Ask the candidate to check their internet connection and suggest they reconnect to the call. If the issue persists, offer to reschedule the interview at a convenient time. Alternatively, suggest switching to a phone call or another platform if video issues continue. Throughout the process, maintain a calm and understanding demeanor to ensure the candidate feels supported and valued.

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Jyoti Vyas

"Human Resources Specialist | Strategic HR Talent Sourcing | Bridging Top Talent to Outstanding Opportunities | Badge of Top Recruiter Voice | Connecting Top Talent with Exceptional Opportunities"
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When a candidate's video freezes during an important discussion, acknowledge the issue calmly and reassure them it's common. Suggest troubleshooting steps or switching to a different network, and if needed, propose rescheduling or switching to a phone call. Maintain a positive and empathetic tone to ensure they feel supported.

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2 Communicate Clearly

Clear communication is crucial when dealing with video freezing during an interview. Inform the candidate that you've noticed the issue and are working to resolve it. It's important to use simple language to avoid adding confusion to an already frustrating situation. If the problem persists, consider switching to a phone call or rescheduling the interview. Make sure to confirm with the candidate that they understand the proposed solution and agree with the next steps to ensure that they feel involved in the decision-making process.

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Lighuen Vazquez Munarriz

Talent Acquisition Coordinator en Bunge
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En la era de la tecnologia, es la tecnologia quien muchas veces no juega una mala pasada. Si esto sucede, primero chequear si somos nosotros o es el candidato quien tiene mala conexión. Luego interrumpir al candidato para avisarle que estamos experimentando algunas dificultades y que este pueda pausar su respuesta. En caso de que el problema sea del candidato,pedirle que ingrese nuevamente a la reunión o intente moverse de ubicación para acceder a mejor se?al. Siempre es importante trasmitir tranquilidad para que el candidato no se pornga nervioso ni pierda el foco. Por último,antes de desconectar la reunion, si bien no es lo ideal,se puede intentar conversar sin camara y chequear si la reunion mejora.Caso contrario debera ser reprogramada.

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3 Troubleshoot Together

Troubleshooting the issue with the candidate can often lead to a quick resolution. Encourage them to check their internet connection or close any unnecessary applications that may be affecting bandwidth. Suggest they move closer to their Wi-Fi router or connect to a mobile hotspot if available. If you're familiar with common technical fixes, guide them through basic troubleshooting steps like refreshing their browser or checking their camera settings. Working together to solve the problem can also provide insight into the candidate's problem-solving skills.

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4 Have a Backup Plan

Always have a backup plan for when technology fails. This could involve having a secondary video conferencing platform ready or switching to a traditional phone call if necessary. Ensure you have the candidate's phone number and email address on hand before the interview starts. If video issues can't be resolved promptly, reschedule the interview at a time that suits both parties, ensuring you maintain a flexible and understanding approach. Having a backup plan in place demonstrates your preparedness and respect for the candidate's time.

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Amanda de Carvalho

Consultora de Carreiras | Mentora | Estrategista de LinkedIn | Gest?o de Talentos | Recrutamento & Sele??o | Consultora de RH | Speaker
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Problemas técnicos podem ocorrer com qualquer pessoa, e a flexibilidade é fundamental nesses momentos. Se o vídeo travou ou a conex?o caiu, considere fazer uma liga??o convencional ou até mesmo uma chamada de vídeo pelo celular. N?o há problema em remarcar, pois imprevistos acontecem, e devemos lidar com eles da forma mais leve possível!

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5 Maintain Interview Integrity

Despite technical issues, it's important to maintain the integrity of the interview process. If the video freezing occurs mid-answer, allow the candidate to complete their response once reconnected, ensuring they have a fair opportunity to present their thoughts. Make notes of any interruptions and consider them when evaluating the candidate's performance. The goal is to create an environment where technical difficulties do not disadvantage any candidate, preserving the fairness and validity of the interview.

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6 Follow Up Promptly

After resolving the technical issue, follow up with the candidate promptly . Whether it's through email or a phone call, express your appreciation for their patience and understanding. This follow-up is not only courteous but also reinforces a positive image of your company. It's an opportunity to address any concerns they may have about how the interruption might affect their application and to reassure them that their candidacy is still being taken seriously.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you handle a candidate experiencing video freezing during an important discussion?

1

2

3

4

5

6

7

1 Stay Calm

2 Communicate Clearly

3 Troubleshoot Together

4 Have a Backup Plan

5 Maintain Interview Integrity

6 Follow Up Promptly

7 Here’s what else to consider

Interviewing

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How do you handle a candidate experiencing video freezing during an important discussion?

1

2

3

4

5

6

7

1 Stay Calm

2 Communicate Clearly

3 Troubleshoot Together

4 Have a Backup Plan

5 Maintain Interview Integrity

6 Follow Up Promptly

7 Here’s what else to consider

Interviewing

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