What if recruiters treated candidates like people?
The Business Case for Human-Centered Recruitment: Why Balancing Efficiency with Empathy is Crucial for Success, Candidate Experience and Brand Growth in the Hiring Process
Recruitment has long been viewed as a necessary function in the workforce ecosystem, helping organizations find the talent needed to thrive. However, the process often overlooks a fundamental truth: candidates are human beings, not just names in a database or resumes in an inbox.
They are individuals with complex lives, hopes, and dreams, many of whom are navigating one of the most challenging and vulnerable times of their lives—the job search. Yet, despite this, the recruitment process can often feel dehumanizing.
In a highly competitive job market, candidates may face a barrage of automated responses, form letters, and impersonal interviews. Such practices not only undermine the candidate’s experience but also diminish the organization’s ability to build a strong and diverse workforce.
Treating candidates as people highlights the value of empathy and respect in the recruitment process. Companies that prioritize this approach can create a hiring environment that is not only more humane but also more efficient and productive.
Challenges Faced By Candidates in The Recruitment Process
In many organizations, recruitment has become an automated and transactional process, with the focus often on speed and efficiency. While this approach may streamline certain aspects of hiring, it fails to address the fundamental needs of candidates—the need for connection, respect, and clarity.
As a result, candidates face numerous challenges that can significantly impact their perception of the employer and their mental well-being.
Here are 4 ways candidates face distressing challenges in the recruitment process as a result of automation:
1. Ghosting
A prevalent issue within the recruitment process is "ghosting." This term refers to when employers cease all communication with candidates after an initial interview or application, often without providing feedback or a final decision. Research indicates that ghosting is a common frustration for job seekers.
77% of job applicants reported experiencing ghosting at some point in their job search.
The consequences of ghosting are far-reaching. For candidates, a lack of feedback can result in confusion, frustration, and a diminished sense of self-worth.
For employers, ghosting can lead to a loss of trust and alienate potential top-tier candidates. Ghosting not only harms the mental health of job seekers but also damages the company’s ability to attract quality talent.
2. Vague Job Descriptions
Another critical issue in the recruitment process is vague or poorly written job descriptions. Many job postings fail to provide sufficient details about the role, its expectations, or the required skills.
Research by McKinsey & Company. found that a lack of clarity in job descriptions can alienate potential candidates, especially those who are highly qualified but unsure of their fit for the role.
Inadequate job descriptions can also reflect an organization’s lack of understanding of the role itself. Many leadership positions, particularly those related to digital transformation, are often described in overly broad or imprecise terms.
This lack of specificity can lead to misunderstandings about the expectations of the role and discourage talented professionals from applying. Therefore, clear, concise, and accurate job descriptions are essential for attracting the right candidates and setting clear expectations (Hoberg, J., Dery, K., & Wilson, M. (2015). Effective recruitment strategies: An analysis of job descriptions. Human Resource Development International, 18(2), 194–212)
3. One-Sided Communication
Effective communication is the cornerstone of a positive candidate experience. However, one-sided communication—where candidates are left in the dark about the status of their application—is all too common.
40% of job seekers would be less likely to engage with a brand if they had applied for a position and received no response.
The lack of communication from recruiters can leave candidates feeling neglected and unimportant. This is a missed opportunity for employers to build a rapport with potential future employees.
Employers who fail to provide timely updates on the hiring process risk damaging their brand image and losing out on top talent. The importance of timely communication in recruitment. Recruitment Trends, 35(2), 45–59).
The internet is littered with articles that try to explain to job seekers why they aren't getting a response from employers.
These articles often shift the blame to the job seeker, suggesting they haven't met the qualifications or have made a mistake in their application process. They go on to explain that employers are busy, implying that candidates should simply accept this as part of the process—and that it’s okay.
But it is not okay at all. It's rude, unprofessional, and inconsiderate. The candidate took time to apply, and if we took just one minute to be human, we would understand the full scope and impact of our silence on someone who may be going through a difficult time.
40% of job seekers would be less likely to engage with a brand if they had applied for a position and received no response.
4. Unconscious Bias in Hiring
Unconscious biases play a significant role in recruitment decisions. These biases, which are unconscious prejudices based on factors like gender, race, or age, can skew hiring practices and hinder the recruitment of diverse talent.
Many recruiters are unaware of their biases, which can lead to the exclusion of talented candidates from marginalized groups.
There is often a gap between the values we strive for—acting fairly, equitably, and without bias—and the behaviors we actually exhibit. Hiring decisions are inherently complex, demanding significant attention and consideration.
With so many factors to weigh, combined with pressures like limited time, scarce resources, and social conformity, the process can be overwhelming. In these conditions, we are more likely to rely on unconscious, implicit, or unintentional biases.
Here’s how unconscious bias can manifest in hiring decisions:
A highly qualified 27-year-old Black man, applied for several positions at the Shinola Hotel in downtown Detroit, including a reception role.
Despite his strong resume, which highlighted extensive experience as a "Front Desk Agent" at luxury hotels like Detroit’s Marriott Westin Book Cadillac and David Whitney Hotel, Jackson was not invited for an interview.
Believing his qualifications aligned perfectly with the role, Jackson reapplied, making only one change to his application — his name. This subtle alteration reflects the unfortunate reality that unconscious or intentional bias can affect how candidates are perceived, even before they have the chance to showcase their skills in person. It underscores the importance of addressing biases to create a truly equitable hiring process.
In another case, researchers sent identical resumes to 108 employers to investigate how race and gender influenced callback rates. The study found that resumes with Black male and Black female names received the fewest callbacks, underscoring a persistent barrier to equitable hiring practices and the presence of both unconscious and, potentially, conscious biases.
Job applicants with perceived white names need to send about 10 resumes to get one callback; those with perceived African-American names need to send around 15 resumes to get one callback.
The Mental Health Toll of Job Searching
The job search process can be mentally taxing. Job seekers often face repeated rejection, long waiting periods, and a lack of feedback, all of which can negatively impact their mental health.
The American Psychological Association reported that the uncertainty of job searching, coupled with financial and social stressors, can exacerbate feelings of anxiety and burnout. Candidates may begin to doubt their abilities, leading to decreased confidence and an overall negative outlook on the recruitment process.
Moreover, the emotional toll of job searching can also affect the candidate’s performance in interviews. Studies have shown that anxiety and stress during interviews can result in candidates underperforming, even when they are highly qualified for the position.
By treating candidates with more empathy and providing clear feedback, employers can alleviate some of the stress associated with job searching and create a more supportive environment.
Rejection Letters: The Power of Transparency
Providing feedback to job applicants is a crucial aspect of the selection process, regardless of whether or not they are selected for the position.
Constructive feedback helps applicants understand their strengths and areas for improvement, fostering a positive relationship with the organization. It also demonstrates respect for their time and effort in applying.
Even when candidates are not chosen, providing feedback can improve their experience and potentially enhance the employer's reputation as a considerate and professional organization. This practice promotes transparency and trust, and can help build a strong employer brand.
Sending a rejection letter thoughtfully can help mitigate the risk of candidates feeling unfairly treated or left in the dark by your company. By sending rejection letters to all unselected applicants—not just those who were interviewed—you demonstrate equal treatment for all candidates.
A transparent approach to communication minimizes the possibility of claims related to discrimination or preferential treatment, as it reinforces transparency and fairness in your hiring process. It shows respect for every applicant, which can enhance your employer brand and contribute to a positive reputation.
A quick search on candidate experience will reveal a wealth of blog posts, forums, and discussions, including a dedicated Reddit thread on #recruitinghell, that highlights the significant impact of the recruitment process on candidates.
The Business Case for Empathy in Recruitment
Beyond the ethical considerations, there are also significant business benefits to treating candidates with empathy and respect. Companies that prioritize the candidate experience tend to enjoy a stronger employer brand, increased candidate engagement, and improved hiring outcomes.
According to Glassdoor, companies with a positive candidate experience see a 43% reduction in cost-per-hire. Furthermore, 87% of candidates are more likely to accept a job offer after a positive interview experience.
Conversely, poor candidate experiences can damage a company’s reputation. A survey by CareerBuilder found that 54.1% of job seekers said a negative recruitment experience would affect their decision to work with or purchase from a company in the future.
As a result, prioritizing empathy and transparency during the hiring process not only improves the candidate experience but also strengthens the organization’s brand and reputation.
Empathy Enhances Brand, Reduces Costs and Optimizes Selection
Adopting a human-centered approach to recruitment is more than just a strategy to improve candidate experience; it has significant business benefits.
By treating candidates with empathy, respect, and transparency, companies can enhance their brand reputation, reduce legal risks, and lower recruitment costs.
In a world that increasingly prioritizes mental health and emotional well-being, recruitment processes should reflect the same values. Candidates invest time and effort in applying for positions, and they deserve to be treated as people, not just applicants.
Fostering a positive candidate experience goes beyond just filling a position; it helps to build an inclusive and welcoming culture, attracts top talent, and boosts your company’s standing in the marketplace. When empathy becomes a core part of your recruitment strategy, it not only strengthens your workforce but also makes your organization more appealing to potential hires.
As recruiters, shifting from a purely transactional approach to one that values human connection will not only improve your hiring process but also set your company on the path to long-term success.
Treating candidates with the respect they deserve leads to a stronger company culture, reduced hiring costs, and a future workforce that’s diverse, engaged, and loyal.
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