For job seekers, being turned down for a role can feel deeply personal. As gatekeepers to job opportunities, recruiters have a responsibility to manage the moment with care.
“It’s one of the hardest parts of the job,” said Erin Stevens, SHRM-CP, senior talent acquisition specialist at Fortune Brands Innovations in Deerfield, Ill. “We’re in the business of making people happy, but sometimes you have to pass along bad news.”
Experts agree that all applicants should receive some kind of acknowledgment if they apply for a job. “While it would be great if everybody could get a personalized response, that’s just not in the cards,” said Nicole Belyna, SHRM-SCP, director of talent acquisition and inclusion at SHRM. “Many recruiting teams are stretched thin. But there are things that employers can do to upgrade automated rejection letters. There are ways to make the automated response positive and engaging.”
A considerate approach to rejection is a primary aspect of building a positive candidate experience. When done well — including consistent communication and constructive feedback — it can generate positive lasting effects.
A Response for Each Step
Each stage of the hiring process, from applying and taking a phone screen to interviewing and being a finalist, calls for a different response from recruiters.
Every candidate should receive an email confirmation of their application. But once it becomes clear a candidate is not the right fit for a role, it’s important to let them know quickly.
“For candidates who are not moving past the application stage, a standard email expressing appreciation for their interest is sufficient,” said Anna Cowell, recruiting management consultant at Helios HR, a human capital and talent acquisition consulting firm in the Washington, D.C. area. “The email can be thoughtful and warm and reflect your employer brand. But it’s not really possible to personalize the responses at this stage, given the number of applications some employers receive.”
Automation is key at this step. “I make it my goal to try to look at every direct application, but if they have applied but are not a fit and I haven’t engaged with them, they will probably get the automated response,” Stevens said. “This is an area where a lot of recruiters miss. If you are not going to move forward, let them know.”
Depending on the nature of an initial phone screen, rejecting a candidate at this stage could be done over email or with a phone call.
“If we phone screen someone, we will send them a personalized email,” Belyna said.
Stevens said she saves Fridays as admin days to send tailored messages to anyone she has spoken with. “I get more high-touch as we progress through the process,” she said.
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As gatekeepers to job opportunities, recruiters have a responsibility to manage the moment with care.