Chapter 6
Competency #1— Individual Responsibility
Along with evaluating your accomplishments and how you work in a team environment (see Chapter 10 for team-oriented competency-based questions), interviewers will view your individual characteristics— those traits that demonstrate who you are, what your ambitions are, and how you manage work situations on your own. Specifically, interviewers will closely inspect the following core competencies that pertain to individual responsibility: decisiveness, independence, flexibility, and career goals.
Decisiveness
Taking a decisive approach when managing organizational issues demonstrates your assurance in your ability to make the right decisions. Interviewers will evaluate your self-confidence and observe how that translates to your work life.
Key Behaviors and Career Values
A. Thoughtful. Attentive to surroundings, circumstances, and the people at work (i.e., colleagues, business associates, vendors, and clients) in order to make conscientious decisions.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
B. Deductive Reasoning. Takes into consideration every aspect of a problem and reflects on the impact and implications of each option.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
C. Results Driven. Produces effective, timely results through the execution of strategic or tactical planning.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
D. Analytical. Ability to examine and base important decisions using limited resources.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
E. Goal Oriented. Establishes objectives, monitors progress, and measures attainment of goals.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
F. Strategic Thinking. Makes decisions that have immediate and long-term effects on the organization’s bottom line and/or productivity.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
G. Shift Perspective. Ability to understand opposing arguments and formulate a plan based on more than one viewpoint.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
H. Logical Sense. Makes sound and well-informed decisions to implement business plans.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
I. Strong Intuition. Incorporates gut instincts into thinking that comes up with the best possible solutions.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
J. Problem Solving. Defines the parameters of a problem and extracts pertinent information to develop a solution with little room for error.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
Interview Questions and Answers
Question 1. There are times when a firm decision must be made quickly, and there are other times when it is prudent to consider all angles before reaching a conclusion. Give an example of a situation when you took time in making a final decision.
SITUATION: One of the first assignments I tackled at Trucking Services, Inc., was to monitor the delay of international shipments. For an unknown reason, packages were not arriving at distributors on time.
ACTION: As the first course of action, I joined the production line to get a hands-on feel for the shipping process. This step allowed me to pinpoint the lag in production time and determine the next course of action.
RESULT: I recommended logistic solutions that took into consideration the different configurations of the packages, including varying weights and dimensions. Once the new system was in place, the orders arrived as scheduled.
Question 2. Rarely do issues arise that are one-dimensional. With that fact in mind, describe a time you handled a situation that had different layers.
SITUATION: At Management Properties, I was charged with spearheading a four-phase, seven-hundred-unit redevelopment, which included two condos, multiple townhouses, and a ninety-one multi-office facility. There were many initiatives I had to manage in order to receive approval for all the construction efforts.
ACTION: To ensure that everything went off without a hitch, I diligently cut through a lot of red tape, including completing necessary paperwork, obtaining necessary licenses, and attending town meetings. In addition, I networked with local business and community leaders to receive their buy-in on the project’s large scope.
RESULT: Based on my efforts, I delivered positive results, including a town vote by unanimous approval to green-light the construction. Consequently, each phase of the project was completed within the specified time schedule and within budget requirements.
Question 3. Tell me about a time when you encountered competing deadlines and you had to choose one deadline to fall by the wayside in order to meet the others.
SITUATION: Though there are occasions when I am pulled in multiple directions, there has never been a time when I dropped the ball. That said, I will gladly share a situation when I managed to juggle my time. In one particular instance, I was on my way to meet a client at a press conference when I received a desperate call on my cell from another client, asking for assistance in managing a crisis that just unfolded.
ACTION: Since I could not be in two places at the same time, I requested the assistance of another senior-level staff member, who gladly agreed to lend a hand.
RESULT: We split the responsibilities. I attended the press conference, and once it was over, I rushed back to the office to co-manage my other client’s crisis.
Question 4. It is impossible to please every staff member or client. Describe a time when you made an unpopular decision.
STUATION: As a result of a sluggish economy, Mohalden Track’s bottom line had suffered a great deal. As the CFO, my recommendation was to cut staff. It was the first time in the company’s history when we had to consider layoffs. I knew the board needed solid evidence before approving such a measure.
ACTION: From my experience with the board, I knew that their decision to green-light the layoffs would hinge on the treatment of outgoing employees. As part of the proposal, I included a cost-benefit analysis of the downsizing effort; and I incorporated a generous severance package for the soon-to-be-displaced employees.
RESULT: The board members listened intently, asked a lot of questions, and ultimately voted for the layoff cycle I suggested. The cuts revitalized company profits and 25 percent of the laid-off employees were rehired within the year.
Question 5. Recall a time when you were approached to take sides on an issue, but decided to stay neutral.
SITUATION: There was a time when a supervisor complained about an employee’s performance. After objectively reviewing her report, I came to the conclusion that most of the concerns were minor and that there was only one serious offense.
ACTION: I advised the supervisor to let go of some of the points she may have found annoying but that did not break company policy. During our discussion, I emphasized how important it was for managers to focus on bigger issues and not get bogged down with details. In addition, I agreed to talk to the employee about her overall behavior, making sure I touched on the fact that the supervisor is entitled to manage the department to ensure productivity.
RESULT: The performance concerns that required attention were resolved, without incident. For the remaining years that the employee was on staff, she was never again called into my office for a job-related problem.
Question 6. Tell me about a time when you came up with a way to increase output.
SITUATION: At Medical Facility Associates, the percentage of invoices paid by carriers had decreased at an alarming rate.
ACTION: As a course of action was to determine the root cause of this decrease. After a review of the records, it was evident that the billing coordinators needed training on handling the carrier’s new policies. I called an emergency meeting that focused on two priorities: educating the staff on the health carrier’s new codes and showing them how they could navigate the maze required to receive payment for patient procedures.
RESULT: After the training, the billing coordinators resubmitted the invoices following the proper procedures, and the facility received payment with no further hiccups.
Question 7. Describe an occasion when you made a decision that could have had a negative impact on the company if not managed correctly.
OBSTACLE: Blue Cosmetics’ global popularity was at an all-time high. Domestic sales were through the roof, but internationally we were losing money, owing to badly negotiated business contracts overseas.
ACTION: Since we could not continue to conduct business worldwide at a loss, I revisited the foreign currency agreements with our distributors, keeping in mind the current rate of inflation. This was a tricky proposition, because I had to convince the partners to accept new contract terms at a time when the existing agreements were still in effect. I leveraged my personal relationships to get each of the distributors, individually, to consent to the changes.
RESULT: The renegotiations ran smoothly, and I was able to secure competitive contracts with our international business partners that met Blue Cosmetics’ net and gross profit margins.
Question 8. Give an example of a time when you were surprised by an unexpected situation and had to change course quickly.
SITUATION: In order to increase profits at the clinic, management wanted to expand our clinical services to include residents with schizophrenia. No one on staff had experience treating schizophrenic patients. Staff members approached me to represent the team and bring our concerns to management.
ACTION: I summarized our concerns, and I provided a list of initiatives we could implement to prepare the department for the new population. Our immediate supervisor agreed to discuss the suggestions with upper management.
RESULT: To the team’s surprise, he never met with the executives. When the patients arrived, we all pulled together to provide the best service possible, with the resources available to us.
Question 9. Recall a time when you used good judgment and logic in solving a problem.
SITUATION: Jupe, Inc.’s quest to go green was an opportunity to implement an idea that would save the company money and, at the same time, was environmentally sound.
ACTION: I met with members of Marketing and Advertising to discuss the possibility of using recyclable materials and of reducing the package size for our perfume line.
RESULT: Smaller packaging and recyclable materials cost less to manufacture. In addition, more packages fit into the trucks and that translated to greater distribution with fewer trips, so fuel costs were reduced as well.
Question 10. Tell me about a time when you thought a problem was resolved, only to find out that you were mistaken.
SITUATION: As an associate for General Insurance Agency, I misquoted a homeowner’s policy and I called the customer to let her know. During our conversation, she accepted my apology and agreed to sign on at the proper quote. I thought the matter was closed. Then a month later, the agency received a letter from the insurance carrier stating that the customer had filed a complaint because she thought I was price-gouging, owing to the coastal location.
ACTION: I drafted a letter to the carrier, explaining that the error occurred because the property appraiser’s paperwork was incorrect. The application stated that she lived in Palm Beach County, when in fact her residence was in West Palm Beach County. I took full responsibility, saying that instead of double-checking the paperwork, I simply provided a quote.
RESULT: Needless to say, from that moment forward I double-checked the information provided in every appraiser’s report, and I never encountered another situation where I misquoted a policy.
Question 11. Not all problems have clear-cut solutions. Give an example of a difficult decision you made and your thought process for making it.
SITUATION: The Odd Place was going through a tough financial crisis. We cut back on miscellaneous needs, such as office supplies, cellphone usage, and lunches. However, those reductions were not enough.
ACTION: After reviewing options, including laying off employees, I determined that the best choice was to pass a twelve percent increase in cost of medical insurance on to the associates.
RESULT: That was a decision I made with a heavy heart, but it was better than any alternative. Though employees preferred not to pay additional fees for their health-care plan, they understood the situation and were thankful to have a job when so many of their neighbors did not.
Question 12. Summarize a time when you managed a situation characterized by high pressure.
OBSTACLE: When I worked for Wingate Hotels, I returned from vacation to find that the benefits coordinator had given notice the day I left for my vacation. Ultimately, that left me one week to aggressively recruit candidates, catch up with outstanding problems, and document position procedures.
ACTION: To expedite matters, I wrote a classified ad, posted it online, and also called a recruitment agency for their assistance.
RESULT: I took on the administrative functions of the area until a new coordinator was hired and trained.
Independence
Making smart, independent decisions that lead to your department’s successes is important information that an interviewer will try to uncover during an interview.
American Management Association www.amanet.org
Key Behaviors and Career Values
A. Autonomous. Ability to work with limited supervision.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
B. Proactive and Assertive. Motivated to complete projects on time and within budget.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
C. Dependable. Recognized by management and peers as a reliable person who can be counted on to meet prescribed obligations.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
D. Self-Confident. Poised individual who conveys confidence when communicating with others and meeting responsibilities.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
E. Self-Reliant. Relies on personal experiences, judgments, and past resources to come up with solutions and execute projects.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
F. Accountable. Directs actions and takes responsibility for both positive and negative results.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
G. Risk Taker. Takes chances and goes the extra mile to seize opportunities.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
H. Persistent. Determined to finish assignments or projects in a timely manner.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
I. Resourceful. Uses research materials efficiently and puts knowledge to good use.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
J. Critical Thinker. Anticipates the next steps in a process and develops tactics to overcome obstacles before they arise.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
Interview Questions and Answers
Question 13. Because not everyone always agrees with every company policy, tell me about a time when you spoke up against a standard procedure.
SITUATION: When employed by Family and Children Service Incorporated, I conducted individual therapy sessions and provided case management for clients with chronic mental illness. Compared with the psychiatrists who met with clients only every three months, as the therapist I met with these clients once a week. This allowed me to build rapport with the patients, and I was able to leverage those relationships during interdisciplinary meetings with the psychiatrists. I found that many times patients failed to provide their psychiatrists with the proper history of their medication intake.
ACTION: As a result, it was up to me to advocate for appropriate dosages when the psychiatrists were set to prescribe the wrong amount.
RESULT: Since I kept careful documentation of patient meetings, the psychiatrists highly regarded my input and made adjustments with my recommendations in mind.
Question 14. This division is a department of one. The person hired will be required to manage problems on his or her own. Please describe a time when you dealt with a situation without receiving input from staff members.
SITUATION: At MRI Technology, I am surrounded by technicians and doctors who do not have information technology (IT) experience. Since I am the only IT professional on staff, whenever a computer issue arises, I have to solve it myself—there is no one else I can turn to for assistance.
ACTION: With no supervision, it is up to me to identify the problems and find the solutions. Using my knowledge of computers, I figure out the solution most of the time. For those that are beyond my reach, I rely on a network of professionals with whom I have built relationships over the years.
RESULT: As a result, I have gained a reputation from management and peers for being a resourceful individual who is never stumped by a computer problem.
Question 15. Working in a team environment has its benefits. Likewise, working independently is also rewarding. Provide an example of a time when you were commended for your ability to complete a task on your own.
SITUATION: When you are working on an assembly line, it is important to inspect every part thoroughly before releasing it to the next stage of production.
ACTION: I take great care in self-auditing the parts, ensuring that each meets the quality standards set by the company.
RESULT: When the quality assurance representative comes by my station, I always receive a 100 percent grade on the inspection—a rating I share with only one other team member.
Question 16. Describe an occasion when you managed a situation that was your supervisor’s responsibility.
OBSTACLE: While working at Amore International and Company, my supervisor was set to go on maternity leave. Before her departure, we went over the tasks that I was to manage in her absence.
ACTION: During one of our meetings, I broached the subject of rewriting job descriptions while she was away. This was a project she had on her to-do list for quite some time but had never gotten around to starting. Without hesitation she agreed. Together we drew up a plan of action that I was to follow.
RESULT: When she came back from her leave, she reviewed the rewritten job descriptions and approved each after making only minor changes. Soon thereafter, the employees were provided with the new descriptions and, in most cases, a raise as well.
Question 17. Describe a time when you felt constraints placed on you that worked against completing your job effectively.
SITUATION: Over the last few years, the public school system has changed from a student-centered curriculum to being state-based. Instead of teaching phonics and grammar, my main responsibility is to prepare the class for mandatory tests. Such requirements do not allow room for originality in the classroom.
ACTION: For an opportunity to put my teaching skills to full use, I applied to The Science Forum Charter School.
RESULT: There, I have the opportunity to engage students in learning, in a way that I was not able to in the past. Successfully, I instilled a love for science in the students that will carry them through to adulthood.
Question 18. Give an example of a situation in which you were selected over your peers to complete a project.
SITUATION: At Mallory Paints, we had several divisions that competed in the marketplace. For example, one division marketed premium paint and another had second-rate paint. Instead of the brand managers’ structuring their prices to rival outside competition, they competed with each other.
ACTION: As part of a special project, I was chosen to conduct external competitive intelligence. I took special care in analyzing the competitors’ products and used the information to also evaluate internal price points.
RESULT: Within a year, I restructured the pricing strategy to reflect two price increases that competed with the opposition and not with the company’s internal products. The efforts achieved a boost of $3 million in unexpected operating income.
Question 19. Tell me about a time when you lacked experience in a specific area and needed to outsource an initiative.
SITUATION: When I was the operations manager for Clothing Retail, I wanted to apply segmentation strategies to determine customer buying preferences. With such a tool we could analyze customer age, gender, interests, and spending habits, subsequently raising profits.
ACTION: Since this was an information technology initiative beyond my know-how, I outsourced the project to a software company that specialized in developing frequent-buyer programs.
RESULT: Based on the information we gathered, we could offer loyal customers specials and discounts. This preferential treatment was appreciated by the consumers and foot traffic increased during the holiday season.
Question 20. Describe an occasion when you were left to your own devices to manage a situation.
SITUATION: As the night maintenance guy for Zenith Hotels, I serve as a jack-of-all-trades, from preparing conference rooms for early-morning meetings to making small repairs to the plumbing and electricity, it is my job to know it all.
ACTION: One night there was a broken pipe that gushed water onto the main floor of the hotel. From reading the electronic monitoring system, I pinpointed the area and was able to contain the situation until a certified plumber could arrive in the morning.
RESULT: My ability to manage the situation on my own saved the hotel what could have been high costs for repairing extensive damage.
Question 21. Tell me about a time when your success was dependent on another’s decision.
OBSTACLE: At the Women’s Correctional Center, I was hired to maintain the integrity of the adult basic education program within the prison system.
ACTION: Part of my responsibility was to write monthly and quarterly status reports for the Department of Education. In these reports, I noted program changes and provided statistical information on the participants, including TABE pretest and posttest and GED scores.
RESULT: The information I provided was analyzed by a government entity. Since future program funding was based on these findings, I made sure my data were meticulously accurate and included all the information required, so the program would be properly subsidized.
Question 22. Describe a time when you went against the status quo.
OBSTACLE: After an internal audit of the Maximum Wellness employee files, it came to our attention that a long-time clerical staff member, who was privy to confidential files, had falsified information on her employment application.
ACTION: Under other circumstances, I might have fired her on the spot. But she was well liked by everyone in the office, and her performance evaluations highlighted her commitment to the organization. After two weeks of gathering information from Legal, I made the decision not to terminate her employment. Instead, I transferred her to a parallel position where she did not have access to private files.
RESULT: As I suspected, the employee continued to do a stellar job and she stayed with the company until her retirement.
Question 23. Tell me about a time where you managed a situation on your own while simultaneously adjusting to changes that you had no control over.
SITUATION: When I worked at Job Lot, a long-term associate suddenly passed away. It was a personal and professional blow to everyone in the division. After careful consideration, management decided not to restaff the position, and instead chose to split the workload between a co-worker and me.
ACTION: With much of the work I had just inherited coming with deadlines, I prioritized my existing responsibilities to accommodate the new ones.
RESULT: By coming in early and working through my lunch hour, I successfully met all the deadlines.
Question 24. Recall a time when you made an independent decision.
OBSTACLE: When I worked as an administrator for Delish Culinary School, the instructors would submit a list of ingredients they needed in order to teach each day’s lesson. Every day at noon, the deliveries arrived, and we were pressed for time to stock each instruction room before the afternoon classes began.
ACTION: I rescheduled the deliveries for earlier in the day so that we had enough time to organize the rooms.
RESULT: The workday flow was better organized, and if ingredients were missing, we had time to get them before classes started.
Flexibility
The work environment requires flexibility—from dealing with differing employee and customer personality styles to tackling an unexpected project that hit your desk five minutes before closing time. Interviewers will focus some of their questions on your ability to adapt to various situations.
Key Behaviors and Career Values
A. Versatile. Open and ready to accept changes in policies and procedures.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
B. Adaptable. Adjusts rapidly to changes in the work environment.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
C. Go-Getter Attitude. Promotes the advancement of the department by volunteering for assignments.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
D. Easygoing. Easily switches gears from one function to another, without getting overwhelmed.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
E. Responsive. Reacts appropriately when escalating situations arise.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
F. Receptive. Implements an open-minded approach and a willingness to listen to new ideas.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
G. Approachable. Friendly and easy to talk to in a variety of situations, especially those that are stressful and demanding.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
H. Multi-Tasker. Performs varying tasks at once, while staying calm and collected.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
I. Accepts Criticism. Values constructive feedback and takes such as an opportunity to grow professionally.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
J. Accommodating. Takes into account the particular situations and personalities when managing projects or people.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
Interview Questions and Answers
Question 25. Tell me about a time when you had to adjust to a different work environment.
SITUATION: When I reentered the teaching field, after serving as a guidance counselor for six years, I had to readjust to the classroom environment.
ACTION: In preparation, I went to a teacher’s conference, where the speakers discussed topics such as behavior modification techniques as a motivator, manipulative implementation, and instituting a Balanced Literacy Program.
RESULT: After the conference I was better prepared to manage students and meet district expectations. As a result, I successfully engaged students in the learning process.
Question 26. Describe an occasion when there was a fundamental change in the way things were done in your workplace. What was your response to it?
SITUATION: When Bank of the States merged with Capital Financial Firm, we expected a smooth transition because both companies provided the same products and services. However, I was surprised to learn that my role as a customer service representative changed from that of simply attending to customer inquiries to also including sales of bank products and services.
ACTION: Unlike my peers, I did not quit or complain to management. I understood that there is more than one way to accomplish your goals. To ensure that I had a grasp of my new responsibilities, I asked questions during the training sessions.
RESULT: Within three months, there were layoffs but my position remained intact. My manager told me that I was not affected by the reorganization because of my commitment to embracing the bank’s new procedures.
Question 27. Recall the last time you felt energized about a project.
SITUATION: When my employer, Interior Specialty Group, merged with The Summit Company, I was excited about the partnership. Both companies were boutique firms with solid reputations in the industry. I recognized that the alliance would attract larger, more challenging deals from influential clients. As I suspected, within weeks we landed a contract with a Fortune 500 company to launch a big marketing campaign.
ACTION: As part of a team, I helped market the company’s software products to various media, including newspapers, TV, magazines, and Web sites.
RESULT: The campaign was a success, and I was assigned to additional high-profile accounts.
Question 28. Give an example of a situation in which you assessed a person’s temperament and how that assessment helped the relationship.
SITUATION: An employee was extremely sensitive, and team members felt they could not express themselves without that employee’s taking offense. For example, if a co-worker walked into the office but did not greet her, she felt like the co-worker did not like or was upset with her.
ACTION: I realized that this employee was overly sensitive, and so I had to flex my communication style so she wouldn’t feel under attack. I decided to have a casual conversation with her instead of setting up a meeting. This approach disarmed her, and I was able to broach the subject without her trepidation. During our talk, I encouraged her to not personalize the behaviors of others. I also explained that people have lives outside of the office that can impact their moods—for instance, some people are not “morning people”—and she should accept that others’ statements are not necessarily directed toward her.
RESULT: Since no one’s personality or outlook changes overnight, I had to meet with her a few more times to help her work through her emotions and focus her energy on work projects instead. That said, over time she grasped the notion that, in a work environment, a thick skin is sometimes required.
Question 29. Tell me about a time when you had to adjust your priorities to meet someone else’s higher priority.
SITUATION: Every day I create a to-do list that helps me prioritize the day’s activities. One particular day I was going to make follow-up calls to generate new clients. Right after the day started, I received a call from a client who said that their system was down. A technician was on his way to fix the problem, but since I was the one who sold her the equipment a week earlier, she wanted me on-site as well.
ACTION: To maintain goodwill, I put aside my to-do list and served as the liaison between the client and the technician.
RESULT: Later on that day, I received a call from the client’s manager. He personally thanked me for taking the time to ensure that the system was up and running. When the company was ready to upgrade, I received the call to make that sale.
Question 30. Describe the culture of your organization and provide an example of how you work within this culture to achieve a goal.
SITUATION: In the organizational culture of the company I work for, employees are often required to work after normal hours. For example, as the organization partners with community businesses and participates in outreach events, I am required to attend those events in the evenings and on weekends.
ACTION: To strike a balance between my personal and professional life, I negotiated flex time whereby I could take late and extended lunches so I could attend my daughter’s soccer games.
RESULT: The arrangement worked well because I was able to support my daughter and also meet the demands of the department and community-involvement initiatives.
Question 31. Give an example of a time when your patience was tested. How did you handle it?
Obstacle: When I worked for the Citizenship Enterprise, the media department had an affinity for meetings. We had two meetings per week, and most were unproductive because the head manager resisted planning in advance. His thought was that unstructured meetings led to greater creativity, and although his philosophy had merit, unfortunately in practice this hardly ever worked in his favor.
ACTION: In an effort to increase productivity, I started to e-mail him the talking points I wanted to broach during the meeting, and I asked for his input on these. After a few weeks, he began to request that all team members e-mail him their agendas for the meetings.
RESULT: As a result, the meetings were structured, and we were able to get more done in less time; regular meetings were reduced to two per month, as well.
Question 32. Describe a time when you were on the verge of completing a task and were asked to abandon the project for another project.
SITUATION: This is a common occurrence in the conference-catering business. There are a lot of activities to manage, from preparing standardized recipes to communicating with the general manager. One particular time, the kitchen equipment at Nickel and Wood Country Club failed one hour before guests were set to arrive. I was in the meeting hall supervising the layout of the room when I received notice of the breakdown.
ACTION: Since I could not be in two places at the same time, I walked my assistant through the arrangement requirements and asked her to monitor the execution of the plans while I went to find a technician to come fix the equipment on short notice.
RESULT: I made several phone calls and requested a favor to get a qualified technician onsite, who agreed to keep the cost down while completing the work quickly. By the time the guests arrived, everything was in place and no one had a clue of the mishap that had occurred right before their arrival.
Question 33. Give an example of a situation in which you worked for a company where your flexibility skills were important.
SITUATION: As a management trainee for Zenith Enterprise, I was required to learn every aspect of the company, from customer service to business administration initiatives.
ACTION: Regardless of the position I was in, I took the responsibilities seriously. I learned the inner workings of the different departments and the varying personalities who made up a division.
RESULT: Now, when I work in a specific department, I am mindful of the needs of cooperating departments and their deadlines. This perspective allows me to work collaboratively with other departments to meet overall objectives.
Question 34. Describe a time when you were required to go to work unexpectedly.
OBSTACLE: The day I was set to leave town for my sister’s wedding, I received a call from The Daily Press editor, who asked me to interview the police and write a story about a string of robberies in the area. Though working late hours, getting phone calls in the middle of the night, and attending to last-minute edit requests are the norm for a freelance reporter, this time I was in a tight spot.
ACTION: Since I did not want to disappoint the editor, I postponed my departure until the next morning.
RESULT: I am known to work best under pressure, so when I delivered the story before the deadline, the editor was not surprised and was pleased that the article did not need revision.
Question 35. Tell me about a time when you altered your work pattern in order to complete a task.
SITUATION: During a stable economy, clients keep tabs on their portfolios from a distance. As the economy grows sluggish, those clients expect personal contact at least twice a week.
ACTION: To accommodate the clients’ needs and keep my base satisfied, I contacted everyone on my list, regardless of whether I had news to share.
RESULT: I received kudos from clients, who commended me for keeping in touch during difficult times. Knowing that I was working diligently on their portfolios calmed some of their fears, especially when their friends said that their financial advisors had gone into hiding during tough times.
Question 36. Recall a situation in which you had to please more than one person at the same time.
SITUATION: As an administrative assistant for Malloy and Associates, I support three executives, each of whom has his own needs and requirements. Many times I am charged with managing different projects at the same time, as well. However, this is not as difficult as it sounds. The tasks always fall into the same categories, so I am able to complete each without changing gears.
ACTION: For example, when one executive hands me a copying task, I inform the other two that I am heading to the copy room. This is their opportunity to also hand me materials that need duplicating.
RESULT: Combining my tasks eliminates the need for additional trips to the copy room and opens up my day to manage other responsibilities.
Question 37. Describe an occasion when you dealt with an employee whose demeanor was causing a problem.
OBSTACLE: An employee at Dunst and Robertson constantly became defensive when asked the status of his projects. He blamed others for delays and never accepted responsibility when his projects were behind schedule.
ACTION: I had several meetings with him that focused on the importance of personal accountability. To complement our discussions, I encouraged him to enroll in a training course that centered on workflow prioritization.
RESULT: He successfully completed the course. In addition, his complaints lessened over time and his projects were completed in a timely manner.
Question 38. Describe a time when your work complemented another staff member’s objective.
SITUATION: As an art teacher with Brownstone Elementary, I attend meetings with classroom teachers. During these get-togethers, we discussed the principal lessons that were scheduled and I found ways to adjust the art curriculum to reinforce the main lessons.
ACTION: For example, students were learning geography and studying the seven continents in their classrooms. To support their learning, I had the students make African-inspired jewelry in art class.
RESULT: Integrating art projects with regular classroom instruction offered the students an opportunity to see their education in more than one capacity, and helping them retain information at the same time.
Question 39. Give an example of a time when you offered your resignation.
SITUATION: I worked for a company that serviced credit card accounts, and I was responsible for persuading retailers to switch over to Merchant Express. I excelled in the position, attaining the best closure rate of all new hires. Unfortunately, after a month, I started to receive phone calls from my clients because they were dissatisfied with the service.
ACTION: I immediately called my supervisor to go over the list of complaints and find ways to rectify client concerns. During the meeting, I was informed that my job was to sell the product, not to return customer phone calls after the sales were made. Despite my apprehension about ignoring these customers, I was told I had no choice, since that was company procedure.
RESULT: Within twenty-four hours of that conversation, I gave my resignation. The company’s protocol was not one I was comfortable with, and I found another position where customer needs were appreciated.
Career Goals
Your career goals and how they fit with the interviewing company’s mission are important points that interest interviewers.
Key Behaviors and Career Values
A. Future-focused. Strengthens career aspects by anticipating change, taking his or her career seriously, and making a conscious effort to move that career forward.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
B. Recognizes personal weaknesses. Identifies areas that need improvement and develops a plan to overcome them.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
C. Pursues self-development. Takes an active interest in gaining knowledge in a variety of areas, including computer skills, leadership, and relationship building.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
D. Steadfast learner. Implements lessons from past experiences to succeed in future endeavors.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
E. Sets performance goals. Establishes sharp and clearly defined objectives geared to career advancement.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
F. Progressive mind-set. Throughout the years, has received either promotions or increases in responsibilities.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
G. Sets priorities. Makes direct efforts in specific areas so as to not get overwhelmed by competing objectives.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
H. Takes on new challenges. Creates new opportunities to stimulate professional growth.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
I. Shows tenacity. Displays a strong resolve to meet self-prescribed expectations.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
J. Makes careful decisions. Applies reason to reach decisions that open doors to opportunities.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
Interview Questions and Answers
Question 40. Recall a time when you made a difficult career move.
SITUATION: When Time Media Corporation merged with Media Elite, I was offered a promotion. Unfortunately, the acquisition meant that the organization became a publicly owned company. As such, I recognized that, with the union of both companies, the corporate culture would change from being customer-centric to investor-centric. Though I understood the value of a public company, my preference is to work for a privately held organization where there is more freedom to take business aspirations to the next level while simultaneously enhancing the client experience.
ACTION: As a result, I resigned from the company. That said, to ensure that I assisted in the transition period, I agreed to stay on until a replacement was found.
RESULT: After three months of recruitment and training efforts, a qualified candidate took over my responsibilities. And soon after that, I accepted a position with another organization where I was a better fit.
Question 41. Describe a time when a company you worked for invested in you professionally.
SITUATION: When I worked for Steel Mandates, company policy stated that after a year of employment, employees could pursue their master’s degree on the owner’s dime.
ACTION: I took advantage of the program. In fact, I was only one of two in the company’s history to take advantage of the generous policy.
RESULT: Though there was no requirement that I stay working for Steel once I graduated, I have a strong sense of loyalty and I stayed with the company to assist in its market growth. I remained employed by the company until the owner passed away, and the business was sold.
Question 42. Tell me about a time when you accepted a position that you regretted.
SITUATION: Straight out of college, I was offered two positions—one as a case manager for a group home that serviced teenagers, and the other as a patient advocate for a hospital. Owing to student loans, I took the patient advocate position because the pay was $5,000 more a year. However, within a month of employment, I realized that I preferred to work with teenagers than with patients in a hospital.
ACTION: Since I made a commitment to the hospital, I stayed for a year, and I managed my caseload with care. I received many letters from patients and their families that highlighted the compassion and kindness I demonstrated on a daily basis.
RESULT: Once the year was up, I searched for a position I could be passionate about and gave my two weeks’ notice. I have focused my career on working with adolescents ever since.
Question 43. Give an example of a situation in which you took specific steps to meet your career goals.
SITUATION: Right after high school, I went to work for a retail store. There I moved up the ladder as far as I could without a college degree.
ACTION: At the age of thirty-nine, while still employed full time at the store, I enrolled in a four-year business administration program at a local college.
RESULT: Upon graduating, and based on my work experience, the retail store offered me a position in the accounting department, where I was charged with account-receivable functions.
Question 44. Describe a time when you asked management for direct feedback.
SITUATION: When I was a junior staff member for Scottish Patches, I petitioned to join the team slated to deliver a high-impact presentation to a Fortune Ten company. I wrote a proposal outlining the reasons I would be an asset to the team. The head of the department was impressed by my initiative, and agreed to let me serve on the team.
ACTION: I took great care in researching and putting together my part of the presentation. Since this was the first of its kind that I had participated in, I ran a few notes by the team leader for his constructive feedback.
RESULT: He added his thoughts on how to make the presentation even stronger, but overall, I was on the right track.
Question 45. Sometimes people have to take up opportunities to achieve professional success. Tell me about a time when you took a chance in your career and the result.
SITUATION: Throughout my career I worked for stable companies. However, when an opportunity to work with a construction startup presented itself, I was drawn in by the calculated risk involved. In addition, the role as construction manager intrigued me, since it meant greater responsibility as well.
ACTION: As part of the startup initiative, I established a market presence, developed OSHA guidelines, and created the budget workflow.
RESULT: Single-handedly I accelerated territory growth and cultivated a customer database, growing annual sales from zero to $11 million in a year.
Question 46. Describe an occasion when you expanded your knowledge base to further your career.
SITUATION: I enjoy technical writing, but it is formulaic. With the growing popularity of blogs, I wanted to take a crack at writing a TV show review site. After reviewing several well-known blogs in the same general area, I found a niche that could balance professionalism with a snarky approach.
ACTION: Since that type of writing was new to me, I contacted several blog sites and agreed to write for a nonpaying Web site about the first season of The Comedy Hour. I figured that the experience and exposure would pave the way to a paying job.
RESULT: Once I developed an online portfolio, I used it to apply for top reviewer sites. For the past three years, I have been writing part time for Rate This, one of the most popular online review sites.
Question 47. Tell me about a time when you leveraged your past experience to advance your career.
SITUATION: After years of teaching biology to ninth-grade students, I wanted to change gears and be a teacher consultant, a position in which I would train high school educators on how to include the ideas in current science textbooks in their lesson plans.
ACTION: I contacted a friend who was a textbook sales representative and asked whether he could serve as a reference, using his affiliation with his employer, Advanced Books. Because of our longstanding friendship, he agreed to vouch for my qualifications.
RESULT: As a result of my experience and his recommendation, I was offered a train-the-trainer position. And that is how I began my career in coaching and mentoring teachers.
Question 48. Give an example of how you put the company’s needs ahead of your career goals.
OBSTACLE: Because of financial reasons, the Merit Company downsized several departments. Afraid that their positions were in jeopardy, many co-workers embarked on job searches. Ultimately, a third of them offered their resignations within three months.
ACTION: On the other hand, I reaffirmed my commitment to the organization, and instead of looking for a new opportunity, I concentrated my efforts on ensuring that the company stayed afloat. This meant that I managed my tasks as well as took over the work of ex-employees. Without protesting, I tackled each assignment, bringing work home and working overtime when necessary.
RESULT: Though upper management continued its layoff efforts, my dedication to the company was recognized and I never received a pink slip. In fact, I survived several downsizing cycles. It was a bumpy few years, but the company made it through its economic crisis.
Question 49. Tell me about a time when you assumed a position or took on a task that was below your experience because you knew it would lead to better opportunities.
SITUATION: Though I had many years’ experience running a small catering company, I was excited to learn of an opportunity to be a prep cook for the well-known organization Delectable Catering. Knowing that I would have to close down my company if I were to receive and accept the job offer, I applied for the position nonetheless because it would afford me access to high-end affairs with celebrities and politicians, where budget would be unimportant.
ACTION: After three rounds of interviews, the position was offered and I accepted. Without skipping a beat, I immersed myself in the kitchen, making recommendations for menus.
RESULT: Within a year I was charged with directing some of the company’s major events. Through word-of-mouth, I was sought after by both new and existing clients. The referrals brought in a great deal of revenue for Delectable Catering, and as I suspected, the large-scale events were challenging, leaving me satisfied that I made the right move.
Question 50. Give me an example of how your first job prepared you for this one.
SITUATION: When I worked as a product demonstrator in a retail environment, I became accustomed to talking to complete strangers about product offerings.
ACTION: By engaging consumers and answering product-specific questions, I developed a strong ability to hold the customer’s attention.
RESULT: Owing to that experience, I learned how to connect with customers instantly. This led to my success in securing profitable and sustainable relationships with clients.
Question 51. Tell me about the most competitive situation you have experienced and how you handled it.
SITUATION: When I was employed at Stone Imaging, I was in the running for a promotion; the other candidate was a colleague who was well liked and admired by many people in the company, myself included.
ACTION: I put together a proposal that highlighted the company’s most important objectives for the first three months. Though this step was not required, or requested by management, I felt my initiative would give me a competitive edge.
RESULT: In the end, my colleague was awarded the promotion. However, a new position was created for me based on the proposal I had submitted. The outcome was a win-win situation for everyone involved.
Question 52. Provide an example of a real-life experience that prepared you for this position.
SITUATION: Sixteen years ago my son was born with autism.
ACTION: Since I knew nothing about the syndrome, I immersed myself in researching autism, so as to learn all I could about the condition. The information I gathered helped me in my development as a mother, and also in my dealings with the doctor.
RESULT: As part of that experience, I learned where to go and how to research a subject, quickly and thoroughly. My ability to research subjects quickly cuts down on preparation time for completing assignments. In addition, as my son’s condition made his behavior unpredictable, I honed an ability to adapt my communication style to meet his varying needs. This flexible communication skill is useful when dealing with co-workers and clients.