FiftyBehaviorBasedInterviewQuestions Areyoulookingforbehaviorbasedinterviewingquestions?Whilethequestions Andbehaviorcharacteristicslistedbelowarebynomeanscomprehensive,it Mightbejustthejumpstartyou'relookingfor.Trythese IfyourelookingforBehaviorsthatRevolvearoundLeadership: 1.Tellmeaboutatimewhenyouaccomplishedsomethingsignificantthat Wouldnthavehappenedifyouhadnotbeentheretomakeithappen. 2.Tellmeaboutatimewhenyouwereabletostepintoasituation,take Charge,mustersupportandachievegoodresults. 3.Describeformeatimewhenyoumayhavebeendisappointedinyour Behavior. 4.Tellmeaboutatimewhenyouhadtodisciplineorfireafriend. 5.Tellmeaboutatimewhenyou'vehadtodevelopleadersunderyou. IfyoureLookingForBehaviorsthatRevolveAroundInitiativeandFollowthrough: 1.

Givemeanexampleofasituationwhereyouhadtoovercomemajor Obstaclestoachieveyourobjectives. 2.Tellmeaboutagoalthatyousetthattookalongtimetoachieveorthat youarestillworkingtowards. 3.Tellmeaboutatimewhenyouwon(orlost)animportantcontract. 4.Tellmeaboutatimewhenyouusedyourpoliticalsavvytopusha programthroughthatyoureallybelievedin. 5.Tellmeaboutasituationthatyouhadsignificantimpactonbecauseof yourfollowthrough. IfYou'reLookingForBehaviorsthatRevolveAroundThinkingand ProblemSolving:

1.Tellmeaboutatimewhenyouhadtoanalyzefactsquickly,definekey issues,andrespondimmediatelyordevelopaplanthatproducedgood results. 2.Ifyouhadtodothatactivityoveragain,howwouldyoudoitdifferently? 3.Describeformeasituationwhereyoumayhavemissedanobvious solutiontoaproblem. 4.Tellmeaboutatimewhenyouanticipatedpotentialproblemsand developedpreventativemeasures. 5.Tellmeaboutatimewhenyousurmountedamajorobstacle.50BehaviorBasedInterviewQuestions 08/09/200608:36AM IfYou'reLookingForBehaviorsthatRevolveAroundCommunication: 1.Tellmeaboutatimewhenyouhadtopresentaproposaltoapersonin authorityandwereabletodothissuccessfully. 2.Tellmeaboutasituationwhereyouhadtobepersuasiveandsellyour ideatosomeoneelse. 3.Describeformeasituationwhereyoupersuadedteammemberstodo thingsyourway.Whatwastheeffect? 4.Tellmeaboutatimewhenyouweretolerantofanopinionthatwas differentfromyours. IfYou'reLookingForBehaviorsthatRevolveAroundWorkingEffectively withOthers: 1.Givemeanexamplethatwouldshowthatyou'vebeenabletodevelop andmaintainproductiverelationswithothers,thoughtherewerediffering pointsofview. 2.Tellmeaboutatimewhenyouwereabletomotivateotherstogetthe desiredresults.

3.Tellmeaboutadifficultsituationwithacoworker,andhowyouhandledit. 4.Tellmeaboutatimewhenyouplayedanintegralroleingettingateam(or workgroup)backontrack. IfYou'reLookingForBehaviorsthatRevolveAroundWorkQuality: 1.Tellmeaboutatimewhenyouwroteareportthatwaswellreceived.What doyouattributethatto? 2.Tellmeaboutatimewhenyouwroteareportthatwasnotwellreceived. Whatdoyouattributethatto? 3.Tellmeaboutaspecificprojectorprogramthatyouwereinvolvedwith thatresultedinimprovementinamajorworkarea. 4.Tellmeaboutatimewhenyousetyoursightstoohigh(ortoolow). IfYou'reLookingForBehaviorsthatRevolveAroundCreativityand Innovation: 1.Tellmeaboutasituationinwhichyouwereabletofindanewandbetter wayofdoingsomethingsignificant. 2.Tellmeaboutatimewhenyouwerecreativeinsolvingaproblem. 3.Describeatimewhenyouwereabletocomeupwithnewideasthatwere keytothesuccessofsomeactivityorproject. 4.Tellmeaboutatimewhenyouhadtobringoutthecreativityinothers. IfYou'reLookingForBehaviorsthatRevolveAroundPrioritySetting: 1.Tellmeaboutatimewhenyouhadtobalancecompetingprioritiesanddid sosuccessfully. 2.Tellmeaboutatimewhenyouhadtopickoutthemostimportantthingsin someactivityandmakesurethosegotdone.someactivityandmakesurethosegotdone. 3.Tellmeaboutatimethatyouprioritizedtheelementsofacomplicated

project. 4.Tellmeaboutatimewhenyougotboggeddowninthedetailsofaproject. IfYou'reLookingForBehaviorsthatRevolveAroundDecisionMaking: 1.Describeformeatimewhenyouhadtomakeanimportantdecisionwith limitedfacts. 2.Tellmeaboutatimewhenyouwereforcedtomakeanunpopular decision. 3.Describeformeatimewhenyouhadtoadapttoadifficultsituation.What didyoudo? 4.Tellmeaboutatimewhenyoumadeabaddecision 5.Tellmeaboutatimewhenyouhired(orfired)thewrongperson. IfYou'reLookingForBehaviorsthatRevolveAroundAbilitytoWorkin VaryingWorkConditions(stress,changingdeadlines,etc.): 1.Tellmeaboutatimewhenyouworkedeffectivelyunderpressure. 2.Tellmeaboutatimewhenyouwereunabletocompleteaprojectontime. 3.Tellmeaboutatimewhenyouhadtochangeworkmidstreambecause ofchangingorganizationalpriorities. 4.Describeformewhatyoudotohandlestressfulsituations. IfYou'reLookingForBehaviorsthatRevolveAroundDelegation: 1.Tellmeaboutatimewhenyoudelegatedaprojecteffectively. 2.Tellmeaboutatimewhenyoudidapoorjobofdelegating. 3.Describeformeatimewhenyouhadtodelegatetoapersonwithafull workload,andhowyouwentaboutdoingit. IfYou'reLookingForBehaviorsthatRevolveAroundCustomerService: 1.Tellmeaboutatimewhenyouhadtodealwithaniratecustomer.

2.Tellmeaboutoneortwocustomerservicerelatedprogramsthatyou've donethatyou'reparticularlyproudof. 3.Tellmeaboutatimewhenyoumadealasting,positiveimpressionona customer.

Here is a list of common behavioral interview questions that you should answer using the STAR (Situation, Task, Action, and Result) model. Communication skills What was the most challenging business presentation you have ever delivered? Give an example of when you had to put your foot down to assert a point that meant a great deal to you. How are you able to communicate well with people that do not want to hear your message? Tell us about when you were able to effectively communicate a really bad piece of news to your co-workers. What steps have you taken to improve your communication skills? Managing people Tell us about the toughest group that you had to get cooperation from? Give us an example of when you had to improve the performance of a team. What were the problems and how did you deal with them? Did you ever experience difficulty in getting others to accept your ideas? What was your approach? How did this work? Tell us of a situation where you had to to inspire a team. Did you meet any challenges and how did you reach your goals? Give an example of when you had to use different management styles for different people to achieve the same results?

Flexibility Tell us about when you had to change your methods to reach a goal. Give an example of when you had to do something completely new and what approach you employed. How have you coped with changes in management? Tell us about a project that failed due to changed circumstances and what it has taught you? Motivation Tell us about when you went above and beyond the call of duty and what the results were. Give an example of when you lifted the spirits of others and get them to accomplish more than expected. How do you keep going for a goal when others give up, give a specific example. Teamwork How have you helped your manager to inspire positive vibes in your team? Tell us about when you had to deal with conflict within your team and how you helped to resolve it? Tell us how you went about promoting both morale and work ethic in the teams you have been in? Give an example of when you have helped a team member that is was underperforming. Structure and organization How do you prepare your week? Tell us about how your organization has helped your career? Give an example of when you had to re-arrange your schedule completely.

What is given top priority in your job and why?

Interview Guide Behavior-Based Interviewing The term "behavior-based interview questions" is new to many students. If you want to have a successful job or internship interview, you need to understand what these questions are, then be prepared to answer them. What Is It? Behavior-based interviewing is one of the most commonly used interview techniques. It's based on the idea that your past performance is the best predictor of your future performance. In other words, how well you behaved or performed in past activities will help the interviewer decide how well you'd do in the new position. When you're asked behavior-based interview questions, you're asked to describe situations in which you've displayed the skills, abilities and personal traits being sought for the position you're applying for. In the sample questions section on back, we list some of the typical traits and skills potential employers seek. How These Questions Work and How to Answer Them: The interviewer will ask you to describe a time when you demonstrated a specific behavior (for example, leadership, communications skills, teamwork, etc). The interviewer might say "Tell me about a time you _____ (had to handle a conflict OR contributed to a team success)." In response, you'll describe a relevant experience you had in a job, internship, class project, volunteer activity, team, or similar. To answer these questions successfully, you'll need to: Be very familiar with the job/internship description and the skills and qualities being sought for it. Anticipate the questions or topics you'll be asked about. (Scroll down for common questions.) PRACTICE how you'll answer these questions, or what examples you'll give. Be sure your examples illustrate the skills being sought for the position. Use examples that are as recent as possible. Avoid using examples from your personal life (like relationships, friends, family). Vary your examplesdon't just talk about one project or one area of your life. Your examples will basically be brief stories. Give each story a beginning, middle, and end. To help you do that, prepare stories that follow the STAR model. STAR stands for Situation, Task, Action, Result. Stories that follow the STAR model incorporate these elements: Situation: Briefly set up the situation by describing the context of your example (who, what, where, when, how). Task: Explain the task you had to complete, or the problem you had to solve. Action: Describe the actions you took to complete the task or solve the problem. Result: Close by explaining the result of your efforts. Quantify that outcome if possible. (Examples: how much you helped raise fundraising, how many kids you tutored, how many people you helped to train, etc.)

Sample Interview Questions and Answers Below are two examples of behavior-based interview questions, followed by sample answers that use the STAR model. SAMPLE QUESTION #1: Describe a project for which you faced multiple deadlines, and how you handled it. STAR-BASED ANSWER: SITUATION = Last fall I took the initiative to apply for grants to fund a professional speaker for a CLA event. It's often difficult to get grants for event funding, and it's important to meet various grant deadlines.

TASK = I researched grant options and found several possibilities. Each had a different deadline and different window of time for which the money could be used. ACTION = The varying timelines required me to create a small database, which I organized by grant deadlines, purposes, and the windows of time they could be used. I used this database to help me apply for the appropriate grants at the appropriate times. RESULT = The primary grant came through, but a smaller grant did not. So I quickly helped find a lastminute event sponsor, then helped to update the PR materials and budget accordingly. In the end, the event was successful on multiple levels. We expected about 50 students to attend and got 60. Also, we were able to provide honorariums to additional speakers. So I feel this example highlights not only my ability to meet multiple deadlines, but also to be organized, take initiative, and be flexible when handling last-minute problems and changes. SAMPLE QUESTION #2: Tell me about a project that required you to track small details while still managing the big picture. STAR-BASED ANSWER: SITUATION = When I worked as a Peer Advisor at my school's career services office, I was responsible for helping to train new Peer Advisors. These advisors help students explore academic majors, write resumes, apply to graduate schools, and learn how to conduct a job search. TASK = Last year I was asked by my supervisor to develop a new training program for 5 new Peer Advisors. To do this, I worked with a fellow Peer Advisor to create new materials, and also to schedule training topics and presentations. My goal was to be sure the new advisors received all the information they'd need to effectively advise students, while also making the training enjoyable and interactive. ACTION = I identified and worked on materials needed for the training binder, created a schedule for the daily training activities, identified and contacted appropriate speakers, and created fun and interactive training activities. RESULT = In the end, the training was a solid success. It was well-organized and stayed on schedule. My supervisor gathered feedback, and all 5 trainees reported that it was an informative and fun training. More Examples of Behavior-Based Interview Questions As you read through these sample questions and consider how you'd answer them, it's helpful to be familiar with the skills and qualities interviewers look for in candidates. Those skills and qualities include: leadership, interpersonal communication, ability to collaborate with or create a team, quick learner, creativity, perseverance, well organized, proactive approach, thoroughness, analytical thinking, problem solving, assertiveness, initiative, and flexibility. Tell me about a time you solved a difficult problem that could have had significant impact. Describe the most difficult decision you've made in the last 6 months. Tell me about a time you took initiative to do something that needed to be done, even though it wasn't really your responsibility. Describe an important goal you have achieved, and how you achieved it. Tell me about set-backs you experienced. Describe a time when you had difficulty communicating your thoughts clearly to an individual or group. Tell me about a time you voiced a concern or disagreement to a coworker, supervisor, or professor. Tell me about a situation in which you had to collaborate with several people to achieve a goal. Describe your most disappointing experience. How did you cope with it? What did you do to move beyond it? Describe a time when you were faced with a stressful situation that required coping skills. Give me a specific example of a time when you convinced your supervisor or professor of an idea. How did you accomplish this and what was the result? Tell me about a time when you took on a leadership role. Tell me about a time you provided excellent customer service.

1 Examples of Behavioral-Based Interview Questions

1. COMMUNICATION Definition: Use of words to effectively impart information or ideas. Behaviors: Expresses ideas and thoughts verbally and in written form, exhibits good listening and comprehension, selects and uses appropriate communication methods, keeps other adequately informed. Sample Behavioral- Based Interview Questions: 1. What techniques have you found effective to convey a technical message to a non-technical person? How do you test to ensure the message you conveyed was the message received? 2. Describe a time when you did not listen effectively. What was the result? 3. Tell me about a time you thought you met the needs of your _________ (teammate, supervisor, other department, etc.) only to find later that you did not fulfill the requirement. What did you learn from this situation? What would you do differently in the future? 4. Give me an example of a time you needed to solicit input to effectively do your job. Who did you go to? 5. Describe a situation in which you were able to use persuasion to successfully convince someone to see things your way. 6. Tell me about a time when you had to use your presentation skills to influence someones opinion. 7. How do you encourage the sharing of best practices with other areas? 8. Give me an example of a time when you motivated others. 9. Tell me about a time you were able to successfully deal with another person even when that individual may not have personally liked you (or vice versa). 10. Tell me about a difficult situation were you had to build credibility with peers. 11. Tell me about a time you had to gain the support of people that you did not manage. 2 2. CREATIVITY Definition: Ability to transcend traditional ideas, rules, patterns, relationships, or the like, and to create meaningful new ideas, forms, methods and interpretations. Sample Behavioral-Based Interview Questions: 1. Describe an idea you took from inception to completion. 2. Describe how you improved the productivity/profitability of your work unit. How did you identify these opportunities for improvement? 3. Tell me about a creative idea you had to improve one of your companys products or services. 4. Tell me about a time you inherited a broken down process that you had to fix in a hurry. Describe how you handled it. 5. Describe a time when you had to organize and implement a system or process. 6. In your current position, what have you done differently than your predecessors? Why? What has been the advantage of the change? 7. Tell me about an effective decision that you made. 8. Give me an example of the business impact of a recent decision or project. 9. Describe a time when you were able to achieve results when others could not. 3. DECISEVENESS Definition: Use of words to effectively impart information or ideas. Behaviors: Expresses ideas and thoughts verbally and in written form, exhibits good listening and comprehension, selects and uses appropriate communication methods, keeps other adequately informed. Sample Behavioral-Based Interview Questions: 1. Explain a time when you had to make a decision in less time that you felt was warranted. How did you compensate for the lack of time? 2. Describe the process you find effective when faced with a large or critical decision. 3 3. Tell me about a difficult decision you had to make in the past year. 4. Tell me about a situation where the technology looked interesting but was not a

good business investment. How did you come to that decision? 4. ENERGY Definition: Maintains a high activity level. Sample Behavioral-Based Interview Questions: 1. Describe some time in your work at ___________ when you felt most tired. What caused this? 2. In your work at ___________, describe the amount of physical effort you put out and what you have/had to do in a typical day. 3. In your experience at ______________, describe the most tiring duties. 4. There are days or times of day for everyone where energy level may be a bit low. Can you think of a situation where your energy level was low and you were able to re-fuel? 5. Tell me about a time you had to revitalize a stagnant team? What techniques did you find particularly successful? 5. EXTRA- ORGANIZATIONAL AWARENESS Definition: Use of knowledge of changing societal and governmental pressures outside the organization to identify potential organizational problems or opportunities. Sample Behavioral- Based Interview Questions: 1. Can you give me an example of a time when you have had to keep abreast of external factors that could have affected your organization? How did you use the knowledge gained? 2. Give me an example of a problem that you became aware of that was caused by external factors affecting your organization. How did you handle the problem? 4 6. FINANCIAL ANALYTICAL ABILITY Definition: Ability to understand and analyze specific types of financial data. Sample Behavioral-Based Interview Questions: 1. Can you think of an example of a difficult financial report that you prepared in your job? What did it contain? 2. Can you think of an example of when you have been involved in your organizations financial decisions? What was your role? What kinds of data did you use in making the decisions? 3. Can you think of an example of the toughest financial analysis problem that you have faced on the job? How did you go about solving it? 4. Give me an example of a time when you had to prepare the budget for your unit. What information did you use in preparing the budget? What information was lacking? 5. Can you think of the biggest financial mistake that you have made in analyzing financial data? How did you discover the mistake? 7. FLEXIBILITY Definition: Ability to adapt to change. Ability to change style or methods to achieve a goal. Sample Behavioral-Based Interview Questions: 1. Give me an example of an unexpected change that occurred in your past employment. How did you handle this? 2. Describe your experience with an organization or department that was in the midst of significant change. What role did you play? 3. Can you think of an example of an obstacle that prevented you from completing projects. Describe the obstacle and what you did to get around it. 4. Describe a situation in which your first attempt to sell an idea to your (boss, subordinate, etc.) failed. Did you try again? What approach did you use the second (third, fourth) time? 5 5. Describe a situation in which your initial attempt to gain someones support or cooperation failed. Did you try again? What approach did you use the second (third, fourth) time? 6. Give me an example of an occasion when you had to approach several individuals

for support, cooperation, etc. whom you considered quite different from one another. 7. Think of an example of when you have handled your best employee and your worst employee. Did you manage them differently? If so, how? 8. INITIATIVE Definition: Attempts to influence events to achieve goals; takes action to achieve goals beyond what is necessarily called for; originating action. Behaviors: Volunteers readily, undertakes self-developmental activities, seeks increased responsibilities, takes independent actions and calculated risks, looks for and takes advantage of opportunities, solicits feedback to improve processes or actions. Sample Behavioral-Based Interview Questions: 1. Can you think of a specific example of what you have done to show your employer that you are more than an average employee? 2. Tell me about a time you went above and beyond the call of duty to get a job done. 3. Give me an example of a time you showed initiative and took the lead. 4. Describe a situation in which you saw a problem and took action to correct it? 5. What has been your biggest achievement at ______________? What steps did you take to achieve it? 6. Describe some ways you changed your job at ______________? What prompted you to make those changes? 9. JUDGEMENT Definition: Makes rational and realistic decisions which are based on logical assumptions, reflects factual information and shows consideration of organizational resources. 6 Behaviors: Supports and explains reasoning for decisions, includes appropriate people in decision making process. Sample Behavioral-Based interview Questions: 1. We have all had to bend or break the rules sometimes. Give me an example of a time when you had to do this in order to accomplish a goal. 2. Tell me about a time that you had to make an executive decision on your own, when you typically would be able to ask your manager. 3. Tell me about a time that you wished you had handled a situation differently. 4. Tell me about a situation where you felt it was appropriate to go outside of the policy. 5. Describe a situation where you included subordinates in your decision making. To what extent did you incorporate their input? 6. Can you think of an example of a decision that was difficult to make. What was the decision? Why was it so difficult? 10. LEADERSHIP Definition: Uses appropriate interpersonal styles and methods in guiding individuals or groups toward an belief or accomplishment. Behaviors: Delegates work assignments, matches the responsibility to the person, gives authority to work independently, sets expectations and monitors delegated activities, provides recognition for results. Motivates others, exhibits confidence in self, inspires respect and trust, shows courage to take action. Provides direction and gains compliance, includes subordinates in planning, takes responsibility for subordinates' actions, provides regular performance feedback, is approachable, develops subordinates' skills and encourages growth. Sample Behavioral-Based Interview Questions: 1. Tell me about the toughest group you had to get cooperation from. What did you do? 2. What is the most difficult on-on-one meeting that you have had with a subordinate? Why was it difficult? 7 3. Tell me about a new policy or idea that you recently implemented which was

considerably different from the standard procedure. What approach did you take to get your employees to go along with it? 4. Can you think of an example where you had to lead a task force, committee or group that didnt report to you, but from whom you had to get work? What did you do to get what you wanted from the group? What were the satisfactions and disappointments? 5. Can you think of a recent example of a problem that you have had in which you included your subordinates in arriving at solutions or approaches? What approach did you take to get them to accomplish the task? 6. Can you think of an example of when you have had problems getting your subordinates to accept your ideas or department goals? What approach did you use (look for involvement of subordinates in decision making)? How effective was it? 7. Can you think of an example where two subordinates did not work well together? What did you do in order to get them to do so? 8. Can you think of an example of a subordinate that you have had with a performance problem? What did you do to get them to correct the problem? 9. Can you think of examples of certain things that you have done in the past to set an example for your subordinates? 11. LEARNING Definition: Acquires knowledge of or skill in by study, instruction, or experience. Assimilates and applies new information. Sample Behavioral-Based Interview Questions: 1. Tell me about the most difficult task that you had to learn in one of your jobs in the past. What steps did you take to ensure you overcame this challenge? 2. Give me three reasons for the success you have achieved in your career and an example of how you have demonstrated each area. 3. Give me an example of a situation that challenged your analytical skills. 4. Describe the job related areas in which you feel technically competent. Which areas do you feel you require more training or exposure? 8 5. Even though we all try to be an expert in our area of work, its impossible to know and understand everything. Tell me what aspect of your work/technical field you are still working to master. 6. Describe a project/situation that challenged your skills as a/an __________________. 7. Give me an example of a project that demonstrates your technical expertise in __________________. 8. Please discuss an important written document you were required to complete. 9. What are 1-2 trends you see in your functional group? In educational institutions? How do you see these trends impacting you? 10. Tell me about a project (submission) that was very challenging. 12. MANAGEMENT STYLE 1. Tell me about the best manager youve worked for. Why was he or she a good manager? What would your ideal boss look like? 2. What was your least favorite manager like? How did you handle the things you didnt like about him? 3. Tell me about a disagreement you and a previous boss had. How did you resolve it? 4. If I were your boss, what would be the most important thing for me to say or do to support you? 13. PLANNING AND ORGANIZING Definition: Establishing a course of action for self and/or others to accomplish a specific goal: planning proper assignments of personnel and appropriate allocation of resources. Behaviors: Prioritizes and plans work activities, uses time efficiently, plans for additional resources, integrates changes smoothly, sets goals and objectives,

works in an organized manner and meets commitments.9 Sample Behavioral-Based Interview Questions: 1. Tell me about a time when you had too many things to do and you were required to prioritize your tasks. 2. What procedures have you used to keep track of items that need your attention? 3. Everyone at one time or another is too busy to plan for future activities. Tell me about a time when you were so busy you just reacted to situations rather than planned for them. 4. Give me some examples of different things you do to prepare for a successful day in the office. 5. It is challenging to know how to prioritize projects/responsibilities. Tell me about the last time you incorrectly prioritized a project. What happened? 6. Walk me through yesterday (or last week) and tell me how you planned the days activities. 7. Weve all have had occasions in which we were working on something and overlooked a small detail. Describe a time that happened to you. 8. Tell me about a time the details of something you were doing were especially important. How did you attend to them? 9. Tell me about a time you thought you completed a project but your manager/supervisor returned it to you for additional work. 10. Give me an example of a time when you set a goal and were able to meet or achieve it. 11. Give me an example of a goal set that was not achieved. 12. Tell me about a goal that you set for yourself last year. What steps did you put in place to ensure that goal would be achieved? What measures did you put in place to check your progress? What was your outcome? 14. PROBLEM SOLVING Definition: Ability to define a problem, and efficiently and effectively work to a successful resolution. 10 Behaviors: Identifies problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages. Sample Behavioral-Based Interview Questions: 1. Give me an example of a creative solution to a difficult problem. 2. Give me a specific example of a time when you used good judgment and logic in solving a problem. 3. Give me an example of a time when you used your fact finding skills to solve a problem. 4. Tell me about a time you missed an obvious solution to a problem. 5. Describe a time when you anticipated potential problems and developed preventative measures. 6. Describe a problem you were recently asked to solve. What did you do? What alternatives did you consider? 15. PROJECT MANAGEMENT SKILLS 1. Describe a project that you effectively managed. Why was the project successful? 2. Tell me about a time that a team member/project partner did not contribute as needed. What did you do? 3. Describe how you set up a project management process when you have been assigned to head up a project. 4. Describe a project that did not have the positive outcome you expected. What would you have done differently given the chance. 5. Give me a specific example of how youve approached a large project. What was your role? What were the biggest challenges? How did the project turn out? 6. Tell me about 1-2 changes you have made in your project/time management approaches based on feedback you received from peers, customers or you manager?

7. Describe a time when you anticipated potential problems on a project and developed preventative measures. 11 8. Tell me about a time you delegated a project effectively. 9. Tell me about a time a team member did not contribute as needed. What did you do? 16. SENSITIVITY Definition: Demonstrates appreciation, understanding and consideration for the feelings and needs of others. Perceives the impact and the implications of decisions. Behaviors: Displays courtesy and an understanding of other's needs, responds in a timely manner to other's needs, ability to handle emotional situations. Sample Behavioral-Based Interview Questions: 1. From time to time all of us our confronted by someone who wastes our time at work. Can you tell me about a specific situation like that? 2. Can you think of a situation where you wish that you would have acted differently with someone at work. What did you do? What happened? What would you have done differently if you could do it over again? 3. We have all tried different ways of showing consideration for others. Can you think of a specific situation where you have done so? 4. Can you think of an unpopular decision that you have made in the past? How did your subordinates/peers respond? How did you make them feel? 5. Can you think of a specific problem that a subordinate/subordinates have brought to you recently? How did you handle the problem? 6. Describe your most recent discussion with one of your subordinates who was having or causing problems. How did you get involved? How did it turn out? 17. SERVICE FOCUSED (external and internal) Definition: Proactively develops customer relationships by making efforts to listen to and understand the customer (both internal and external) Behaviors: Anticipates and provides solutions to customer needs, gives high priority to customer satisfaction. Sample Behavioral-Based Interview Questions:12 1. What type of customers have you interacted with (i.e. mostly internal, external?) 2. How many different customers do you take direction from on a regular basis? What is the most challenging aspect of taking direction from multiple sources? How do you overcome this challenge? Give a specific example of a customer who took a period of time before a solid relationship was formed. 3. Tell me about a time you went above and beyond for a customer. What motivated you to do this? 4. Tell me about a recent time you handled a customer interaction in a less than optimal manner. 5. Tell me about a time you thought you had met a customers need, but learned later that you did not. How did you make this realization? What did you do? 6. Tell me about a recent situation in which you had to deal with a very upset customer. 7. Even though we may do everything possible to satisfy a customer, it always seems that some will complain about how they were treated. Tell me about the last customer who complained about the service you provided. 18. STRESS TOLERANCE Definition: Demonstrates stability of performance under pressure and/or opposition. Ability to cope with uncertainty, change and performance demands. Behaviors: Maintains effectiveness with a variety of people in varying environments, tasks or responsibilities. Sample Behavioral-Based Interview Questions: 1. Describe a time when you were faced with a stressful situation that demonstrated your coping skills. 2. Can you think of an example of when your ideas were strongly opposed in a

discussion. How did you react? 3. Can you think of a time in the past when you have been upset with yourself? What was the situation? What was the outcome? 4. Can you think of a time in the past when you have been upset with someone else? What was the situation? What was the outcome? 13 5. Can you think of a time when a subordinate or team member lost his or her temper or became irritated? How did you handle the situation? 19. TEAM PLAYER Definition: Works willingly in cooperation with others. Behaviors: Establishes and maintains effective relations, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, works cooperatively in group situations, works actively to resolve conflicts. Sample Behavioral-Based Interview Questions: 1. Describe a situation in which you were able to help out a peer or team member? What motivated you to do so? 2. Tell me about an experience with someone youve worked with who was less cooperative than you needed him or her to be. How did you handle the situation? 3. Tell me about a situation in which a peer/team member strongly disagreed with your ideas or actions? How did you handle the situation? 4. From time to time, all of us have had to deal with a person who wastes our time at work. Tell me about a similar situation youve had. 5. In dealing with team members (or a group), its difficult to know when you are being overly demanding. Tell me about a time you might have been overly demanding with teammates. 6. Tell me about an effective team you were a part of? Why was it effective? Did you play any role in its effectiveness? 20. VERBAL FACT FINDING & LISTENING Definition: Uses of information extracted from verbal communications. Gathers information for decision making through questioning. Behaviors: Asks questions effectively. Follows-up on answers. Clarifies ambiguities and gathers relevant information. Checks for understanding. Sample Behavioral-Based Interview Questions:14 1. Can you think of an example of when you had to rely on information given to you orally to get the job done. Did you have any problems? 2. Weve all had situations where we misinterpreted something that someone told us. Can you think of an example of when this happened to you and why you think it happened? 3. Tell me about the most important decisions you have made which were based largely on data you got by asking questions? 4. Describe a tough or tricky situation in which you had to talk to people to get information you needed to make an important decision or recommendation. 5. Walk me through a situation in which you had to get information by asking a lot of questions of a number of people. What were their reactions to the questions? When did you have to go back and rephrase your questions? OTHER LEADERSHIP DIMENSIONS: A. Coaching/counseling: Facilitating the development of others knowledge and skills, providing timely feedback and guidance to help them reach goals. 1. Tell me about a direct report/team member that became more successful as a result of your assistance/coaching. 2. Give me an example of a situation in which you successfully reinforced the performance of someone who worked for you. 3. Weve all had a time when our coaching efforts werent successful. Tell me about a time you worked with someone, but that person failed to improve. 4. Describe how you coached two different people to accomplish the same task.

What were the similarities and differences in your approaches? 5. Tell me about a time you had to manage a difficult employee who did not think they needed help. 6. Tell me about a situation in which you had to step in on a decision of one of your managers. 7. Tell me about your strategy to manage a strong performer. How did you ensure you were stretching them to their fullest potential? 15 8. Tell me about a low performer you managed. What was the plan to improve performance? B. Strategy/vision: Anticipates long-term opportunities, defines a desired future state, communicates direction of vision and values. 1. Tell me about a time you had a vision for your group that you needed to get senior management buy in. What were the challenges/benefits? What was the end result? 2. Describe the role that your staff plays in the strategic planning process of your organization. What is the most effective way you identify strengths, weaknesses, threats and opportunities when planning? 3. Its often hard to know exactly when to discontinue or redirect a product or service. Tell me about a time your organization waited too long to make this type of change. 4. Tell me about a recent strategic action you took that was beneficial for your team or organization. 5. Tell me about a time when you werent satisfied with the outcome of a situation or project. Why? What steps did you take? 6. Tell me about a creative solution to a difficult problem. 7. Tell me about a business impact of a key decision or project. C. Managing for Growth: Incorporates long-term goals into tangible results and day to day activities, reinforces with team 1. Describe a situation when you had to quickly change direction to capitalize on a growth opportunity. 2. What steps do you take to inform and teach your direct reports about changing markets, opportunities for growth and measurements against results? 3. Describe the process your company uses to measure your contribution to goals set for the department, company, etc. 4. How often do you measure the results of your staff against their goals? What tools do you use? 5. Tell me about a situation in which you had to build a team. 16 D. Global Perspective (internal and external): 1. Give me an example of how your knowledge of your organizations culture helped you make a decision. 2. Its impossible to always anticipate the potential implications of your group/teams actions on other parts of the organization. Tell me about a time when your group took action that adversely affected another part of the organization. 3. How do you stay abreast of global activities and trends that may affect your business? 4. Describe a difficult political situation and how it was resolved. What was your role? 5. Describe the most difficult situation you have encountered dealing with an international customer/colleague. 6. What type of international travel have you done? What preparation took place for potential cultural differences? E. Developing Others/Maximizing Performance: Establishing performance/development goals, providing training and evaluating

performance: 1. Tell me about a recent performance plan you developed for both a high performer and a low performer. What sources of information did you use? 2. Give me an example of a project/assignment you gave to a direct report so he or she could develop a specific skill. 3. Tell me about the direct report that you are most proud of having a positive impact in their career development. 4. What metrics are most valuable in assessing performance? How have you incorporated metrics into performance planning? 5. Describe how you have set effective goals for you team. What results were achieved? 6. Tell me about an employee who disagreed with your performance feedback. How did you handle this situation? 17 7. Describe the hiring process for you. Tell me about your worst hire. What did you learn from that experience? 8. Tell me about a time when you were forced to make an unpopular decision. F. General Management: 1. Describe a time when you had to manage a team who knew more that you did. How did you go about gaining their confidence? 2. Tell me about a difficult team to build because of personality issues? 3. What techniques have you found effective to promote honest responses without hard feelings within the group. Describe a time when you delivered bad news well. Describe a time whey you delivered bad news that you felt you should have handled better or differently. 4. Describe a time when you had to fight to keep a program or project going that you truly believed in. 5. Describe what you have done to get results, build a team without staff burn out. 6. Describe a time when you had to provide candid feedback to a superior. 7. Describe a time when you had to terminate an employee. 8. What new ideas have you championed in the face of controversy?

Here is one list of sample behavioral-based job interview questions:

Describe a situation in which you were able to use persuasion to successfully convince someone to see things your way. Describe a time when you were faced with a stressful situation that demonstrated your coping skills. Give me a specific example of a time when you used good judgment and logic in solving a problem. Give me an example of a time when you set a goal and were able to meet or achieve it. Tell me about a time when you had to use your presentation skills to influence someone's opinion. Give me a specific example of a time when you had to conform to a policy with which you did not agree.

Please discuss an important written document you were required to complete. Tell me about a time when you had to go above and beyond the call of duty in order to get a job done. Tell me about a time when you had too many things to do and you were required to prioritize your tasks. Give me an example of a time when you had to make a split second decision.

What is your typical way of dealing with conflict? Give me an example. Tell me about a time you were able to successfully deal with another person even when that individual may not have personally liked you (or vice versa). Tell me about a difficult decision you've made in the last year. Give me an example of a time when something you tried to accomplish and failed. Give me an example of when you showed initiative and took the lead. Tell me about a recent situation in which you had to deal with a very upset customer or co-worker. Give me an example of a time when you motivated others. Tell me about a time when you delegated a project effectively. Give me an example of a time when you used your fact-finding skills to solve a problem. Tell me about a time when you missed an obvious solution to a problem. Describe a time when you anticipated potential problems and developed preventive measures. Tell me about a time when you were forced to make an unpopular decision. Please tell me about a time you had to fire a friend. Describe a time when you set your sights too high (or too low).

1 Examples of Behavioral-Based Interview Questions 1. COMMUNICATION Definition: Use of words to effectively impart information or ideas. Behaviors: Expresses ideas and thoughts verbally and in written form, exhibits good listening and comprehension, selects and uses appropriate communication methods, keeps other adequately informed. Sample Behavioral- Based Interview Questions: 1. What techniques have you found effective to convey a technical message to a non-technical person? How do you test to ensure the message you conveyed was

the message received? 2. Describe a time when you did not listen effectively. What was the result? 3. Tell me about a time you thought you met the needs of your _________ (teammate, supervisor, other department, etc.) only to find later that you did not fulfill the requirement. What did you learn from this situation? What would you do differently in the future? 4. Give me an example of a time you needed to solicit input to effectively do your job. Who did you go to? 5. Describe a situation in which you were able to use persuasion to successfully convince someone to see things your way. 6. Tell me about a time when you had to use your presentation skills to influence someones opinion. 7. How do you encourage the sharing of best practices with other areas? 8. Give me an example of a time when you motivated others. 9. Tell me about a time you were able to successfully deal with another person even when that individual may not have personally liked you (or vice versa). 10. Tell me about a difficult situation were you had to build credibility with peers. 11. Tell me about a time you had to gain the support of people that you did not manage. 2 2. CREATIVITY Definition: Ability to transcend traditional ideas, rules, patterns, relationships, or the like, and to create meaningful new ideas, forms, methods and interpretations.

Sample Behavioral-Based Interview Questions: 1. Describe an idea you took from inception to completion. 2. Describe how you improved the productivity/profitability of your work unit. How did you identify these opportunities for improvement? 3. Tell me about a creative idea you had to improve one of your companys products or services. 4. Tell me about a time you inherited a broken down process that you had to fix in a hurry. Describe how you handled it. 5. Describe a time when you had to organize and implement a system or process. 6. In your current position, what have you done differently than your predecessors? Why? What has been the advantage of the change? 7. Tell me about an effective decision that you made. 8. Give me an example of the business impact of a recent decision or project. 9. Describe a time when you were able to achieve results when others could not. 3. DECISEVENESS Definition: Use of words to effectively impart information or ideas. Behaviors: Expresses ideas and thoughts verbally and in written form, exhibits good listening and comprehension, selects and uses appropriate communication methods, keeps other adequately informed. Sample Behavioral-Based Interview Questions: 1. Explain a time when you had to make a decision in less time that you felt was warranted. How did you compensate for the lack of time?

2. Describe the process you find effective when faced with a large or critical decision. 3 3. Tell me about a difficult decision you had to make in the past year. 4. Tell me about a situation where the technology looked interesting but was not a good business investment. How did you come to that decision? 4. ENERGY Definition: Maintains a high activity level. Sample Behavioral-Based Interview Questions: 1. Describe some time in your work at ___________ when you felt most tired. What caused this? 2. In your work at ___________, describe the amount of physical effort you put out and what you have/had to do in a typical day. 3. In your experience at ______________, describe the most tiring duties. 4. There are days or times of day for everyone where energy level may be a bit low. Can you think of a situation where your energy level was low and you were able to re-fuel? 5. Tell me about a time you had to revitalize a stagnant team? What techniques did you find particularly successful? 5. EXTRA- ORGANIZATIONAL AWARENESS Definition: Use of knowledge of changing societal and governmental pressures outside the organization to identify potential organizational problems or opportunities.

Sample Behavioral- Based Interview Questions: 1. Can you give me an example of a time when you have had to keep abreast of external factors that could have affected your organization? How did you use the knowledge gained? 2. Give me an example of a problem that you became aware of that was caused by external factors affecting your organization. How did you handle the problem? 4 6. FINANCIAL ANALYTICAL ABILITY Definition: Ability to understand and analyze specific types of financial data. Sample Behavioral-Based Interview Questions: 1. Can you think of an example of a difficult financial report that you prepared in your job? What did it contain? 2. Can you think of an example of when you have been involved in your organizations financial decisions? What was your role? What kinds of data did you use in making the decisions? 3. Can you think of an example of the toughest financial analysis problem that you have faced on the job? How did you go about solving it? 4. Give me an example of a time when you had to prepare the budget for your unit. What information did you use in preparing the budget? What information was lacking? 5. Can you think of the biggest financial mistake that you have made in analyzing financial data? How did you discover the mistake? 7. FLEXIBILITY

 Definition: Ability to adapt to change. Ability to change style or methods to achieve a goal. Sample Behavioral-Based Interview Questions: 1. Give me an example of an unexpected change that occurred in your past employment. How did you handle this? 2. Describe your experience with an organization or department that was in the midst of significant change. What role did you play? 3. Can you think of an example of an obstacle that prevented you from completing projects. Describe the obstacle and what you did to get around it. 4. Describe a situation in which your first attempt to sell an idea to your (boss, subordinate, etc.) failed. Did you try again? What approach did you use the second (third, fourth) time? 5 5. Describe a situation in which your initial attempt to gain someones support or cooperation failed. Did you try again? What approach did you use the second (third, fourth) time? 6. Give me an example of an occasion when you had to approach several individuals for support, cooperation, etc. whom you considered quite different from one another. 7. Think of an example of when you have handled your best employee and your worst employee. Did you manage them differently? If so, how? 8. INITIATIVE Definition: Attempts to influence events to achieve goals; takes action to achieve

goals beyond what is necessarily called for; originating action. Behaviors: Volunteers readily, undertakes self-developmental activities, seeks increased responsibilities, takes independent actions and calculated risks, looks for and takes advantage of opportunities, solicits feedback to improve processes or actions. Sample Behavioral-Based Interview Questions: 1. Can you think of a specific example of what you have done to show your employer that you are more than an average employee? 2. Tell me about a time you went above and beyond the call of duty to get a job done. 3. Give me an example of a time you showed initiative and took the lead. 4. Describe a situation in which you saw a problem and took action to correct it? 5. What has been your biggest achievement at ______________? What steps did you take to achieve it? 6. Describe some ways you changed your job at ______________? What prompted you to make those changes? 9. JUDGEMENT Definition: Makes rational and realistic decisions which are based on logical assumptions, reflects factual information and shows consideration of organizational resources. 6 Behaviors: Supports and explains reasoning for decisions, includes appropriate people in decision making process.

Sample Behavioral-Based interview Questions: 1. We have all had to bend or break the rules sometimes. Give me an example of a time when you had to do this in order to accomplish a goal. 2. Tell me about a time that you had to make an executive decision on your own, when you typically would be able to ask your manager. 3. Tell me about a time that you wished you had handled a situation differently. 4. Tell me about a situation where you felt it was appropriate to go outside of the policy. 5. Describe a situation where you included subordinates in your decision making. To what extent did you incorporate their input? 6. Can you think of an example of a decision that was difficult to make. What was the decision? Why was it so difficult? 10. LEADERSHIP Definition: Uses appropriate interpersonal styles and methods in guiding individuals or groups toward an belief or accomplishment. Behaviors: Delegates work assignments, matches the responsibility to the person, gives authority to work independently, sets expectations and monitors delegated activities, provides recognition for results. Motivates others, exhibits confidence in self, inspires respect and trust, shows courage to take action. Provides direction and gains compliance, includes subordinates in planning, takes responsibility for subordinates' actions, provides regular performance feedback, is approachable, develops subordinates' skills and encourages growth.

Sample Behavioral-Based Interview Questions: 1. Tell me about the toughest group you had to get cooperation from. What did you do? 2. What is the most difficult on-on-one meeting that you have had with a subordinate? Why was it difficult? 7 3. Tell me about a new policy or idea that you recently implemented which was considerably different from the standard procedure. What approach did you take to get your employees to go along with it? 4. Can you think of an example where you had to lead a task force, committee or group that didnt report to you, but from whom you had to get work? What did you do to get what you wanted from the group? What were the satisfactions and disappointments? 5. Can you think of a recent example of a problem that you have had in which you included your subordinates in arriving at solutions or approaches? What approach did you take to get them to accomplish the task? 6. Can you think of an example of when you have had problems getting your subordinates to accept your ideas or department goals? What approach did you use (look for involvement of subordinates in decision making)? How effective was it? 7. Can you think of an example where two subordinates did not work well together? What did you do in order to get them to do so? 8. Can you think of an example of a subordinate that you have had with a

performance problem? What did you do to get them to correct the problem? 9. Can you think of examples of certain things that you have done in the past to set an example for your subordinates? 11. LEARNING Definition: Acquires knowledge of or skill in by study, instruction, or experience. Assimilates and applies new information. Sample Behavioral-Based Interview Questions: 1. Tell me about the most difficult task that you had to learn in one of your jobs in the past. What steps did you take to ensure you overcame this challenge? 2. Give me three reasons for the success you have achieved in your career and an example of how you have demonstrated each area. 3. Give me an example of a situation that challenged your analytical skills. 4. Describe the job related areas in which you feel technically competent. Which areas do you feel you require more training or exposure? 8 5. Even though we all try to be an expert in our area of work, its impossible to know and understand everything. Tell me what aspect of your work/technical field you are still working to master. 6. Describe a project/situation that challenged your skills as a/an __________________. 7. Give me an example of a project that demonstrates your technical expertise in __________________. 8. Please discuss an important written document you were required to complete.

9. What are 1-2 trends you see in your functional group? In educational institutions? How do you see these trends impacting you? 10. Tell me about a project (submission) that was very challenging. 12. MANAGEMENT STYLE 1. Tell me about the best manager youve worked for. Why was he or she a good manager? What would your ideal boss look like? 2. What was your least favorite manager like? How did you handle the things you didnt like about him? 3. Tell me about a disagreement you and a previous boss had. How did you resolve it? 4. If I were your boss, what would be the most important thing for me to say or do to support you? 13. PLANNING AND ORGANIZING Definition: Establishing a course of action for self and/or others to accomplish a specific goal: planning proper assignments of personnel and appropriate allocation of resources. Behaviors: Prioritizes and plans work activities, uses time efficiently, plans for additional resources, integrates changes smoothly, sets goals and objectives, works in an organized manner and meets commitments.9 Sample Behavioral-Based Interview Questions: 1. Tell me about a time when you had too many things to do and you were required to prioritize your tasks.

2. What procedures have you used to keep track of items that need your attention? 3. Everyone at one time or another is too busy to plan for future activities. Tell me about a time when you were so busy you just reacted to situations rather than planned for them. 4. Give me some examples of different things you do to prepare for a successful day in the office. 5. It is challenging to know how to prioritize projects/responsibilities. Tell me about the last time you incorrectly prioritized a project. What happened? 6. Walk me through yesterday (or last week) and tell me how you planned the days activities. 7. Weve all have had occasions in which we were working on something and overlooked a small detail. Describe a time that happened to you. 8. Tell me about a time the details of something you were doing were especially important. How did you attend to them? 9. Tell me about a time you thought you completed a project but your manager/supervisor returned it to you for additional work. 10. Give me an example of a time when you set a goal and were able to meet or achieve it. 11. Give me an example of a goal set that was not achieved. 12. Tell me about a goal that you set for yourself last year. What steps did you put in place to ensure that goal would be achieved? What measures did you put in place to check your progress? What was your outcome?

14. PROBLEM SOLVING Definition: Ability to define a problem, and efficiently and effectively work to a successful resolution. 10 Behaviors: Identifies problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages. Sample Behavioral-Based Interview Questions: 1. Give me an example of a creative solution to a difficult problem. 2. Give me a specific example of a time when you used good judgment and logic in solving a problem. 3. Give me an example of a time when you used your fact finding skills to solve a problem. 4. Tell me about a time you missed an obvious solution to a problem. 5. Describe a time when you anticipated potential problems and developed preventative measures. 6. Describe a problem you were recently asked to solve. What did you do? What alternatives did you consider? 15. PROJECT MANAGEMENT SKILLS 1. Describe a project that you effectively managed. Why was the project successful? 2. Tell me about a time that a team member/project partner did not contribute as needed. What did you do? 3. Describe how you set up a project management process when you have been

assigned to head up a project. 4. Describe a project that did not have the positive outcome you expected. What would you have done differently given the chance. 5. Give me a specific example of how youve approached a large project. What was your role? What were the biggest challenges? How did the project turn out? 6. Tell me about 1-2 changes you have made in your project/time management approaches based on feedback you received from peers, customers or you manager? 7. Describe a time when you anticipated potential problems on a project and developed preventative measures. 11 8. Tell me about a time you delegated a project effectively. 9. Tell me about a time a team member did not contribute as needed. What did you do? 16. SENSITIVITY Definition: Demonstrates appreciation, understanding and consideration for the feelings and needs of others. Perceives the impact and the implications of decisions. Behaviors: Displays courtesy and an understanding of other's needs, responds in a timely manner to other's needs, ability to handle emotional situations. Sample Behavioral-Based Interview Questions: 1. From time to time all of us our confronted by someone who wastes our time at work. Can you tell me about a specific situation like that?

2. Can you think of a situation where you wish that you would have acted differently with someone at work. What did you do? What happened? What would you have done differently if you could do it over again? 3. We have all tried different ways of showing consideration for others. Can you think of a specific situation where you have done so? 4. Can you think of an unpopular decision that you have made in the past? How did your subordinates/peers respond? How did you make them feel? 5. Can you think of a specific problem that a subordinate/subordinates have brought to you recently? How did you handle the problem? 6. Describe your most recent discussion with one of your subordinates who was having or causing problems. How did you get involved? How did it turn out? 17. SERVICE FOCUSED (external and internal) Definition: Proactively develops customer relationships by making efforts to listen to and understand the customer (both internal and external) Behaviors: Anticipates and provides solutions to customer needs, gives high priority to customer satisfaction. Sample Behavioral-Based Interview Questions:12 1. What type of customers have you interacted with (i.e. mostly internal, external?) 2. How many different customers do you take direction from on a regular basis? What is the most challenging aspect of taking direction from multiple sources? How do you overcome this challenge? Give a specific example of a customer who took a period of time before a solid relationship was formed.

3. Tell me about a time you went above and beyond for a customer. What motivated you to do this? 4. Tell me about a recent time you handled a customer interaction in a less than optimal manner. 5. Tell me about a time you thought you had met a customers need, but learned later that you did not. How did you make this realization? What did you do? 6. Tell me about a recent situation in which you had to deal with a very upset customer. 7. Even though we may do everything possible to satisfy a customer, it always seems that some will complain about how they were treated. Tell me about the last customer who complained about the service you provided. 18. STRESS TOLERANCE Definition: Demonstrates stability of performance under pressure and/or opposition. Ability to cope with uncertainty, change and performance demands. Behaviors: Maintains effectiveness with a variety of people in varying environments, tasks or responsibilities. Sample Behavioral-Based Interview Questions: 1. Describe a time when you were faced with a stressful situation that demonstrated your coping skills. 2. Can you think of an example of when your ideas were strongly opposed in a discussion. How did you react? 3. Can you think of a time in the past when you have been upset with yourself?

What was the situation? What was the outcome? 4. Can you think of a time in the past when you have been upset with someone else? What was the situation? What was the outcome? 13 5. Can you think of a time when a subordinate or team member lost his or her temper or became irritated? How did you handle the situation? 19. TEAM PLAYER Definition: Works willingly in cooperation with others. Behaviors: Establishes and maintains effective relations, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, works cooperatively in group situations, works actively to resolve conflicts. Sample Behavioral-Based Interview Questions: 1. Describe a situation in which you were able to help out a peer or team member? What motivated you to do so? 2. Tell me about an experience with someone youve worked with who was less cooperative than you needed him or her to be. How did you handle the situation? 3. Tell me about a situation in which a peer/team member strongly disagreed with your ideas or actions? How did you handle the situation? 4. From time to time, all of us have had to deal with a person who wastes our time at work. Tell me about a similar situation youve had. 5. In dealing with team members (or a group), its difficult to know when you are being overly demanding. Tell me about a time you might have been overly

demanding with teammates. 6. Tell me about an effective team you were a part of? Why was it effective? Did you play any role in its effectiveness? 20. VERBAL FACT FINDING & LISTENING Definition: Uses of information extracted from verbal communications. Gathers information for decision making through questioning. Behaviors: Asks questions effectively. Follows-up on answers. Clarifies ambiguities and gathers relevant information. Checks for understanding. Sample Behavioral-Based Interview Questions:14 1. Can you think of an example of when you had to rely on information given to you orally to get the job done. Did you have any problems? 2. Weve all had situations where we misinterpreted something that someone told us. Can you think of an example of when this happened to you and why you think it happened? 3. Tell me about the most important decisions you have made which were based largely on data you got by asking questions? 4. Describe a tough or tricky situation in which you had to talk to people to get information you needed to make an important decision or recommendation. 5. Walk me through a situation in which you had to get information by asking a lot of questions of a number of people. What were their reactions to the questions? When did you have to go back and rephrase your questions? OTHER LEADERSHIP DIMENSIONS:

A. Coaching/counseling: Facilitating the development of others knowledge and skills, providing timely feedback and guidance to help them reach goals. 1. Tell me about a direct report/team member that became more successful as a result of your assistance/coaching. 2. Give me an example of a situation in which you successfully reinforced the performance of someone who worked for you. 3. Weve all had a time when our coaching efforts werent successful. Tell me about a time you worked with someone, but that person failed to improve. 4. Describe how you coached two different people to accomplish the same task. What were the similarities and differences in your approaches? 5. Tell me about a time you had to manage a difficult employee who did not think they needed help. 6. Tell me about a situation in which you had to step in on a decision of one of your managers. 7. Tell me about your strategy to manage a strong performer. How did you ensure you were stretching them to their fullest potential? 15 8. Tell me about a low performer you managed. What was the plan to improve performance? B. Strategy/vision: Anticipates long-term opportunities, defines a desired future state, communicates

direction of vision and values. 1. Tell me about a time you had a vision for your group that you needed to get senior management buy in. What were the challenges/benefits? What was the end result? 2. Describe the role that your staff plays in the strategic planning process of your organization. What is the most effective way you identify strengths, weaknesses, threats and opportunities when planning? 3. Its often hard to know exactly when to discontinue or redirect a product or service. Tell me about a time your organization waited too long to make this type of change. 4. Tell me about a recent strategic action you took that was beneficial for your team or organization. 5. Tell me about a time when you werent satisfied with the outcome of a situation or project. Why? What steps did you take? 6. Tell me about a creative solution to a difficult problem. 7. Tell me about a business impact of a key decision or project. C. Managing for Growth: Incorporates long-term goals into tangible results and day to day activities, reinforces with team 1. Describe a situation when you had to quickly change direction to capitalize on a growth opportunity. 2. What steps do you take to inform and teach your direct reports about changing

markets, opportunities for growth and measurements against results? 3. Describe the process your company uses to measure your contribution to goals set for the department, company, etc. 4. How often do you measure the results of your staff against their goals? What tools do you use? 5. Tell me about a situation in which you had to build a team. 16 D. Global Perspective (internal and external): 1. Give me an example of how your knowledge of your organizations culture helped you make a decision. 2. Its impossible to always anticipate the potential implications of your group/teams actions on other parts of the organization. Tell me about a time when your group took action that adversely affected another part of the organization. 3. How do you stay abreast of global activities and trends that may affect your business? 4. Describe a difficult political situation and how it was resolved. What was your role? 5. Describe the most difficult situation you have encountered dealing with an international customer/colleague. 6. What type of international travel have you done? What preparation took place for potential cultural differences? E. Developing Others/Maximizing Performance:

Establishing performance/development goals, providing training and evaluating performance: 1. Tell me about a recent performance plan you developed for both a high performer and a low performer. What sources of information did you use? 2. Give me an example of a project/assignment you gave to a direct report so he or she could develop a specific skill. 3. Tell me about the direct report that you are most proud of having a positive impact in their career development. 4. What metrics are most valuable in assessing performance? How have you incorporated metrics into performance planning? 5. Describe how you have set effective goals for you team. What results were achieved? 6. Tell me about an employee who disagreed with your performance feedback. How did you handle this situation? 17 7. Describe the hiring process for you. Tell me about your worst hire. What did you learn from that experience? 8. Tell me about a time when you were forced to make an unpopular decision. F. General Management: 1. Describe a time when you had to manage a team who knew more that you did. How did you go about gaining their confidence? 2. Tell me about a difficult team to build because of personality issues? 3. What techniques have you found effective to promote honest responses without

hard feelings within the group. Describe a time when you delivered bad news well. Describe a time whey you delivered bad news that you felt you should have handled better or differently. 4. Describe a time when you had to fight to keep a program or project going that you truly believed in. 5. Describe what you have done to get results, build a team without staff burn out. 6. Describe a time when you had to provide candid feedback to a superior. 7. Describe a time when you had to terminate an employee. 8. What new ideas have you championed in the face of controversy?

Responding to Behavioral-based interview questions How to interview well when they are asking Behavioral-based interview questions Theory: Past performance is the best predictor of future performance Employer may be looking for how you: handled pressure worked with difficult co-workers creatively solved problems proposed a solution to a team went above and beyond on a project failed, but learned from your errors You know its a behavioral-based interview question, when you hear: give me an example of a time when . ..

describe how you handled . . . how have you responded . . . tell me about a situation in which you . . . Interviewers are looking for answers that fit the STAR format (or CAR for some interviewers) Situation Task Action Result (or Challenge, Action, Result) When answering these questions: Think of a specific example that answers the question Think of an example that is work-related, if possible (use school, professional organizations, or volunteer activities; avoid church and personal, unless related to the organization) Think of an example that is not more than 2 years old whenever possible Give an answer that is 2-3 minutes long Give specific information in your answer, such as names, dates, dollars, places, clients, etc. Dont hypothesize or generalize There is no right answer, the interviewer wants to learn about how you might work as a future employee Ask the interviewer to repeat the question if you missed any of it Pause and think through your answer before starting know where the story ends before you start talking

If the question is one for which you have no examples, say Hmmmm. I havent had that experience and cant think of a specific example. Or, my only example is about 10 years old, is that okay? The interviewer will move to the next question, or ask a similar question hoping to jog your memory for an example. Or you can ask to answer the question in how you would handle that experience. If the interviewer is okay with that, then you can hypothesize. Example Question: Give me an example of a time when you were working on a project that was going smoothly and you were on schedule. However, partway through the project, you realized that if you changed something, itd be more work, but youd have a better outcome. Weak answer: In that type of situation, I would consider the extra effort that Id need to input in relationship to the output that Id get and the value that would have for the project. If the value was great enough, I would work extra hours in order to improve the project. I know that the project would have a better outcome and my team would be recognized for the exceptional work. Weak answer: In the past when Ive been in that situation, I have demonstrated that I can go above and beyond to enhance a project. I have worked extra hours, negotiated for additional resources on my projects, and

utilized technology to save time and money. I always have strived for the best possible result, even if it meant extra work on my part. I feel its worth it to kick in the additional effort in order to have a project outcome that will benefit the company. Youll find that Im constantly looking for ways to get the best result possible. STAR answer: Situation When I joined ABC company two years ago, I was given the task of developing a training module for our XYZ product for the sales reps. The product was ready to launch and everyone was eager to have the orientation

developed and delivered immediately. There was lots of pressure to get this project done quickly. Task During my first week, I worked really hard to get the module created. I collaborated with the other trainer, Jack, a lead developer on the project, Joe, and my manager to ensure that what I was preparing was what was needed. I was on schedule. By chance, I overheard in the lunchroom that the XYZ product was going

to be launched early in Japan and that the development staff was scrambling to get the help manual translated into Japanese as soon as possible. Action I went to my manager and asked if I should be also working on a translation of my materials. He checked, and yes the training materials would also need to be translated ahead of schedule and someone had forgotten to pass that information along to our department. I requested help from Jack as to how to get our materials translated as well as extra resources from my manager. With Jacks help I was able to locate a qualified

translator quickly. My manager approved extra funds so that the translator could begin work as soon as I had each section created and approved. Result Fortunately, the training materials were ready in Japanese right when they were needed by the Japan sales reps. If we hadnt heard about the early launch and I hadnt requested the resources, we would have had a delay in launching our product in Japan. My manager

was very pleased with our efforts and the timeliness of our delivery.Result Sometimes the Result is not a positive outcome. For example, if the question was Give me an example of a time when you did not meet the expected outcomes for a project, the Result will show that there was some type of failure. As part of the Result, you should explain what you learned from the situation. You can say what you did differently on another Task with your new knowledge or what you would do in a similar situation in the future (okay to hypothesize). Preparation Prepare for behavior-based interview questions by thinking of about six stories from the accomplishments on your resume. Most likely, you can use the same story to answer more than one question (but not to the same interviewer); you can focus the point of the story to a) the technical skills you used, b) the team interaction dynamics during the project, 3) the way you handled stress, 4) how you led or mentored others, 5) your communication skills, or 6) how you planned the project. Practice telling your stories in the STAR format. Communicating during the interview

One of the hardest dynamics of being interviewed is that you have to talk to answer the question you are asked while simultaneously watching your interviewer(s) body language. This is why you are so exhausted at the end of an interview. You are looking for clues that you have confused the interviewer, said something wrong, are talking too long, are saying what he/she wants and you should give more detail, etc. You need to keep eye contact (not staring) with the interviewer(s) as you give your answer. Closing your eyes or looking at the floor while you answer robs you of the nonverbal feedback that you need. If you feel you have confused or said something wrong, stop and ask: I feel my answer isnt what you are looking for am I on track?Other interview pointers from an HR Managers experience: When the interview is being scheduled, either by phone or email, its okay to ask about dress code, parking, lunch (if your interview looks to run all day), if you need to bring anything, if theres anything you need to prepare in advance, and who you should ask for at the front desk. Please ask who you should ask for at the front desk its usually not the person who called and scheduled your interviews, but instead the first person on your interview schedule. Practice your handshake and get feedback on it from a bunch of people (male and female) before the interview.

Smile when you are being introduced to people. Its okay to show some humor and laugh, just dont be goofy. Show respect to everyone in the process. Ive often looped back around to ask the Receptionist how he/she was treated by the candidate. Let the interviewer lead the interview process. However, if its clear that he/she wants you to take over and start talking about yourself, go ahead. If instead the interviewer shows up with a list of interview questions, let him/her guide you through them. Its okay to ask a follow-up to the interview question. Example: the question you just asked was about how I would interact with a difficult, hard-to-reach customer, if there is such a customer as part of my client list, how big of a customer are they? Always be prepared to answer the questions: Why are you looking for a job at this time? Why are you interested in our company? Why are you interested in this position? What do you know about this position? Lunch if you have a lunch interview: its fine to mention to the person scheduling the interviews if you are vegetarian/vegan. Dont order alcohol at lunch even if others do. Order a light meal. Work to make eye contact with everyone at the table. Its okay to eat, but realize its an interview too. Dont order

dessert unless others do the same. Its okay to ask for water or to use the restroom well-trained interviewers will offer this to you, but sometimes you just have to ask. Thank everyone who helped schedule your interviews or guided you during the day (did an admin walk you between interviewers did you get his/her name?). Always have questions for every interviewer. You can always ask why did you choose to come to work here? and why do you like working here? if you dont have anything specific for the interviewer. Get business cards or write down email addresses of your interviewers. Send each one a thank you note or email. Each thank you should be personalized for the interviewer recall something from your conversation to show him/her that you were listening.Some big duh! comments: Dont chew gum breath mints are small and can easily be stored in your pocket Dont bring in your Starbucks coffee this is an interview, not a chat Dont be flirty friendly okay, flirty not okay Skip the perfume/aftershave/cologne/smelly deodorant on interview day you dont want your scent to make a longer lasting impression than you do. If someone has an allergy or gets migraines and is stuck with you in a small conference room, he/she will not appreciate your strong scent. Dont discuss your medical conditions, financial or marital situation. It does not help you for interviewers

to know that you are going through a nasty divorce, your mother is living with you, your kidney stones are acting up, and you are broke. Instead, you can state that you are really ready to be back and work and can start immediately. Dont say anything bad about your previous company or boss. Be positive about your job search and the opportunity for which you are interviewing look forward, not backward.

Behavioral-Based Interviewing is grounded in the theory that the most accurate predictor of future performance is past performance in a similar situation. With this type of approach, also known as Critical Behavior Interviewing (CBI), employers pre-determine the core competencies or skills required for success in a particular job. When an interviewer asks CBI questions, they are probing for behavior patterns rather than correct answers. You can not wing a CBI interview. Success requires deliberate preparation. Next time, I will give you tips on how to effectively answer these challenges. For now, here are 50 questions to get you thinking. 1. 2. 3. 4. 5. 6. 7. 1. Describe a time on any job in which you were faced with stresses which tested your coping skills. What did you do? 2. Tell me a time in which you had to not finish a task because of a lack of information. How did you handle it? 3. Give an example of a time in which you had to be relatively quick in coming to a decision. 4. Relate a time in which you had to use your verbal communication skills in order to get an important point across. 5. Describe a job experience in which you had to speak up to be sure that other people knew what you thought or felt. 6. Can you tell me a time in which you felt you were able to build motivation in your co-workers or subordinates? 7. Give me an example of a specific occasion in which you had to conform to a policy with which you did not agree.

8. Describe a situation in which you felt it necessary to be very attentive and vigilant to your environment.

9. Provide an example of a time in which you had to use your fact-finding skills to gain information for solving a problem. 10. Give me a time in which you had to set an important goal in the past and tell me about your success in reaching it. 11. Describe the most significant piece of writing which you have had to complete. 12. Tell me an example of a time when you had to go above and beyond the call of duty in order to get a job done. 13. Can you tell me a time when you were able to effectively read another person and guide your actions by your understanding of their individual needs or values? 14. What did you do in your last job in order to be effective with your organization and planning? Be specific. 15. Describe the most creative work-related project which you have carried out. 16. Tell me a time in which you felt it was necessary to change your actions in order to respond to the needs of another person. 17. Give me a specific example of a time when you used good judgment and logic in solving a problem. 18. Tell me a time when you had to carefully analyze a situation in order to be effective in guiding your actions. 19. What did you do in your last job to contribute toward a teamwork environment? Be specific. 20. Give me an example on any job in which you faced a problem and tell me how you went about solving it. 21. Describe a situation in which you were able to positively influence the actions of others in a desired direction. 22. When working on a team, what role do you usually take? Why? 23. Tell me of a time when you had to take initiative to develop an innovative project to achieve better results.

1.

23. Tell me of a time when you had to take initiative to develop an innovative project to achieve better results. 2. 24. Give me two examples of when you did more than was required in any job experience. 3. 25. By providing an example, how did you handle a time where others on your team were negative. 4. 26. Everyone has to bend or break rules sometimes. Recall an example of when you had to do this. 5. 27. Describe the process you went through to make one or two of the most important decisions of your professional life. 6. 28. Have you ever been the latitude to make a decision for your boss? If so under what circumstances? 7. 29. What process do you use to establish priorities? Be specific. 8. 30. Describe an experience in which you had to pull together resources which are not under your control. 9. 31. Give me a time when one of your suggestions was put into practice by your supervisor. 10. 32. Tell me a time when you had to implement change in your area of responsibility. What did you do to get them underway? 11. 33. What ways have you found to make your job easier or more rewarding? 12. 34. Give an example when you persuaded management to do something they were first reluctant to do. What was the result? 13. 35. Provide an example of how you resolved a conflict with you and another person when you disagreed with each other. 14. 36. Describe in any job experience how you developed rapport with your peers and your supervisor. 15. 37. Tell me about a time when you have had to utilize a system to inform your supervisor and teammates. 16. 38. Give some examples of ways you minimize stress in your life. 17. 39. By providing an example, tell me when you have had to handle a variety of assignments. Describe the results. 18. 40. Describe the most creative way you have solved a customers problem. 19. 41. Tell me about an accomplishment that you are very proud of and why it means so much to you. 20. 42. Provide me with an example of a time when you had to teach someone a new skill or procedure. 21. 43. Describe a job experience when you successfully communicated with someone that did not personally like you. 22. 44. Tell me about a time when your supervisor was not satisfied with the quality of your work. What actions did you take?

45. Describe a typical day. How do you decide what to work on and what goals to accomplish? 46. Give me an example of a time when your schedule was interrupted by unforeseen circumstances. How did you handle it? 47. Describe for me a situation when you failed to meet a deadline. What things did you fail to do? What did you learn? 44. Tell me about a time when your supervisor was not satisfied with the quality of your work. What actions did you take? 45. Describe a typical day. How do you decide what to work on and what goals to accomplish? 46. Give me an example of a time when your schedule was interrupted by unforeseen circumstances. How did you handle it? 47. Describe for me a situation when you failed to meet a deadline. What things did you fail to do? What did you learn? 48. Tell me a time when you were on a team and one of your teammates was not pulling his/her weight. How did you handle it? 49. By providing an example, tell me of a situation where you had to use your ability to negotiate. 50. Describe for me a job experience when you had to serve as the leader in order to accomplish a goal. B www.hesser.edu Behavior-Based Interview Questions What are behavior-based interview questions? Behavior-based interview questions are developed around the skills or abilities the employer desires for the position. By asking these questions, employers can get a sense of how the applicant will perform, fit into the work environment, and respond to common job pressures. Flexibility/Adaptability Sample interview questions for this competency are as follows: Tell me about a situation where you had to quickly adjust to a change in your department or team priorities. How did this change affect you? Describe a time you had to meet a scheduled deadline while your work was being interrupted continuously. What was most difficult about this and how did you handle it? Tell me about a time a significant change was made within your company or

organization. How did the change affect you? Give me an example of a time when you had to balance multiple responsibilities at once. What did you do to keep organized? How did you prioritize your tasks? Appreciating and Valuing Diversity Sample interview questions for this competency are as follows: Interacting with coworkers or customers from different backgrounds or cultures can be challenging at times. Tell me about a challenging time you were faced with a person from a different background or culture. In your own words, describe what diversity means to you. Give me an example of different types of individuals you have worked with and how you got along with each of them. Customer Service Orientation Sample interview questions for this competency are as follows: Tell me about a time you were approached by an upset customer, but in this situation you knew they were wrong. How did you deal with the situation? Tell me about the internal/external customers at your current place of employment. B www.hesser.edu Behavior-Based Interview Questions What percentage of your time is/was spent servicing them? Tell me about one of these instances. Describe what skills or qualities are important for dealing effectively with customers. Give me an example of when you used these skills. Describe a situation when you had to involve others to help solve a customers problem. What was the problem and how did others help? On occasion, we all wish that we could change how we interact with customers. Tell me about a customer interaction you wish you could change. What would you do differently? Tell about a time when you worked with a customer who was satisfied. Tell about a time when you had to handle a difficult customer. Did the customer leave happier? Communication An effective way to measure this skill is through observation. Interviewers may evaluate the applicant by their use of appropriate grammar and vocabulary and whether the applicant provides clear descriptions and demonstrates effective listening skills. Particular attention will be paid to the applicants delivery style, including rate, volume,

and body language. One way written communication skills are evaluated is a careful review of an applicants completed application, or the interviewer may ask for writing samples if this is important for the position. Sample interview questions for this competency are as follows: Tell me about a time you were approached by an irate customer, coworker, or individual. What was your response? Tell me about a time you had to give a presentation to a group. Describe one of the most difficult communication situations you have encountered to date. How did you handle it and what was the outcome? Describe a time when you had to communicate bad news to someone. How did you prepare? What was the outcome? Continuous Learning and Growth Sample interview questions for this competency are as follows: Can you describe a time when you needed to learn new information about B www.hesser.edu Behavior-Based Interview Questions changing products, markets, or procedures? What did you do? What techniques have you learned to make your job easier or to make you more effective? Give me an example of when you had to learn something complex in a short period of time. Decision Making Sample interview questions for this competency are as follows: Give me an example of when you had to make a decision about something that you would have preferred having more information about. Can you give me an example of when you had to make an unpopular decision? What was the result? Describe a time you had to go against traditions or policies to accomplish a goal. What was the result? Tell me about a time when you made a bad decision. What was the result? Follow-Up Sample interview questions for this competency are as follows: What is your system for tracking progress on delegated projects for which you are responsible? Give me an example. Give me examples of how you monitor the satisfaction of your internal/external

customers. Have you ever delegated an assignment that was not completed on time? What happened? What did you do? Initiative Sample interview questions for this competency are as follows: Have you ever suggested new ideas to your manager? What were they and what happened? Tell me the steps you have taken to improve your skills or performance. What was the result? What do you do differently from your peers that makes your work unique? Give me an example. B www.hesser.edu Behavior-Based Interview Questions What would you describe as your greatest professional/work achievement? How did you achieve it? Give me an example of a time when you took on a responsibility that was not assigned to you but needed to be done. Inspiring and Guiding Others Sample interview questions for this competency are as follows: Tell me about a time that you inspired someone to work hard to do a good job. How did you do it? What was the result? Give me an example of a time that you were able to get someone outside of your department/team to cooperate with you on an important project/assignment. Integrity Sample interview questions for this competency are as follows: Can you give me an example of a time that you had to bend an organizational practice or policy to get your work done more efficiently? Have you ever been faced with a situation when the line between confidential information and public knowledge was blurred? What did you do? Have you ever been in a situation where your manager asked you to do something that you did not think was appropriate? What did you do? Organizational Fit Sample interview questions for this competency are as follows: When considering a new job opportunity, what elementssuch as job responsibilities, location, and hours of workare important to you?

 What do you consider to be your three greatest strengths? Give me an example of when you used each of these strengths. What skill do you feel you need to develop the most? Why? Describe some specific tasks or conditions you found frustrating. How did you handle them? Describe the style of management under which you work most effectively. Why do you prefer this style? Tell me about a time you received constructive criticism. What was it? How did it B www.hesser.edu Behavior-Based Interview Questions make you feel when you received it? What did you do to improve? Planning and Organizing Sample interview questions for this competency are as follows: Describe your system of planning and organizing your work. Give me an example of how this system helped you do your job. Walk me through a recent or typical workday and explain how you planned the days activities. Tell me about a time you were faced with conflicting priorities. How did you determine what was the top priority? Tell about a time you were responsible for planning an event and had very limited resources. How did you overcome this obstacle? Problem Solving and Judgment Sample interview questions for this competency are as follows: Give me an example of a time you were unsure what your internal/external customer wanted. How did you handle the situation? Tell me about a time that you had to get information by asking many questions of several people. What was the result? Describe the biggest work-related problem you recently faced. How did you handle it? Sales Ability Sample interview questions for this competency are as follows: Describe a time when you had to use a different approach because your initial approach failed to sell or persuade another. Tell me about the most successful time you sold an internal/external customer a product or idea. What did you do to make it successful?

 Tell me about a time that you felt you had a good idea for solving a problem, but were unable to convince others to try your idea. What did you do? Why was it rejected? Service Quality B www.hesser.edu Behavior-Based Interview Questions Sample interview questions for this competency are as follows: Describe what you do to control errors in your work. How do you know if your customers are satisfied with the quality of service they receive from you? Give me a specific example. Describe a time you identified an error or problem that could have had a negative impact on the customer. What did you do? Teamwork Sample interview questions for this competency are as follows: Tell me about a time when you had to work with a team member who was not pulling his/her weight. How did you handle it? Tell me about the most effective team you have worked with. What made them effective? What role did you play in the team? Have you ever helped a coworker improve his or her performance at work? Tell me about a specific instance. Tenacity Sample interview questions for this competency are as follows: Tell me about a time when one of your customers was experiencing repeated problems with your companys products or services. What did you do to solve that customers problem? Describe a situation when you tried your hardest, but were unable to achieve your desired result. What did you do? Why were you unsuccessful? Tell me about a project/task you were involved in where you faced a major obstacle. What did you do to get around that obstacle? Tolerance for Stress Sample interview questions for this competency are as follows: Describe one of the most challenging interactions you have had with an internal/external customer. What happened? Describe the most stressful work situation you have faced. Why was it stressful and how did you react? B

www.hesser.edu Behavior-Based Interview Questions Tell me about a time that you faced unrealistic/unreasonable goals or expectations. How did you respond/handle it? Work Standards Sample interview questions for this competency are as follows: Describe your standards of success in your job. What have you done to meet those standards? Describe a situation in which your results did not meet your managers expectations. What happened? What action did you take? When evaluating your direct reports performance, what factors are most important to you? Tell me about a time when your work was above standard and a time it was below standard. What were some reasons for the difference in performance? Job Preferences/Job Fit Tell me about a time when you were asked to change your schedule unexpectedly. How did you feel about it? How did you handle it? What types of responsibilities do you like most? What types of responsibilities do you like least? When you imagine yourself sitting at your desk, working hard, with a smile on your face, what type of job are you doing? When you imagine yourself frustrated and stressed at work, what is going on? What behaviors does your current organization value or reward? Are they important to you? What do you like most about your current work environment? Why or how did you choose your current location? What makes one location more desirable to you than another? Can you describe your dream job? If you could change one thing about your current job, what would it be?