Chapter 8
Competency #3— Personal Motivation
Since enthusiasm is linked to goal attainment and increased performance, the ability to do the job takes a backseat to motivation and the eagerness to succeed. Interviewers understand that zeal is the first step toward ingenuity, which in turn contributes to an environment where ideas flourish and positive energy is contagious. Therefore, as an applicant looking for employment, you need to display enthusiasm for your work and welcome competency-based questions that allow you to give evidence of that enthusiasm.
From the employers’ point of view, people who drag their feet are a demoralizing presence in an office and that kind of attitude can spread like wildfire through a business. Interviewers are looking to avoid hiring persons whose attitudes and behaviors will drag down everyone else. So, questions regarding your ambitions and examples of taking the initiative will come up during the interview.
Ambition
Interviewers understand that ambition is closely followed by success. As a result, they will ask questions to determine your level of determination to do what needs to be done in order to promote the organization’s expansion.
Career Values and Key Behaviors
A. Strives for accomplishment. Shows an ability to outline a plan, determine a strategy, and set the wheels in motion in order to accomplish measurable goals.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
B. Demonstrates drive. Displays a commitment to succeed in spite of all obstacles.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
C. Shows persistence. Able to find alternatives when encountering stumbling blocks.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
D. Has aspirations. Continuously searches for ways to grow professionally.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
E. Is resolute. Has unshakeable determination to go all-out for what is desired.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
F. Is goal oriented. Does not give way to pressures and continues to focus on the behaviors and thoughts that bring about necessary change.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
G. Is a life-long learner. Continues to acquire mastery of new fields; promotes self-advancement and professional growth through personal development.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
H. Is level headed. Balances passion and common sense to achieve goals.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
I. Shows commitment. Demonstrates belief in an organization’s mission and aspires to grow within the company.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
J. Has enthusiasm. Draws energy from a love of the work and uses passion to produce stellar results.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
Interview Questions and Answers
Question 104. Tell me about a time when you set and achieved a goal.
SITUATION: I applied to the Reliant Company because of its fine reputation for promoting from within. With my determination to go above and beyond what is expected of me, I hoped that soon after I was hired, I would be offered a promotion.
ACTION: Within my first week of employment, I set up a meeting with the department head for the purpose of developing a list of objectives that were important to achieve within a three-month period. We came up with three action items and created a plan for achieving each.
RESULT: For my three-month review, I drew up a checklist of the measures I had achieved, along with key ideas to enhance the department’s productivity. My efforts and ideas garnered a promotion within a year’s time.
Question 105. Recall a situation when you took on a self-starter approach to a project.
SITUATION: When I was hired as an assistant for Editorial Secrets, I searched for ways to carve a niche for myself. Concurrently, I took pride in performing the tasks that were listed in my job description, including taking minutes during departmental meetings.
ACTION: From those meetings I learned a lot about writing copy for brochures and Web sites. Occasionally, I would take it upon myself to write some copy and compare it to the final product developed by the copywriter. Through this exercise I learned about the skills in which I excelled and what I needed to improve.
RESULT: Over time, I had a portfolio of ads I had written and I showed it to the department head. She assigned me a small project, which was sent directly to the client. The client was impressed with the material, and after a while I was assigned more complex projects.
Question 106. Describe a time when you chose a course of action that had a significant impact on your career.
SITUATION: When I graduated from college I wanted to work in the industrial design department of the Lion Plant Company because the organization’s international reputation as an industry leader was well known. Unfortunately, there were no positions open in my department of choice.
ACTION: I applied for the only open position, which was in the mailroom, anticipating that when a position became available as a designer, I could submit an application.
RESULT: It turned out that I enjoyed the camaraderie in the mailroom. My desire for industrial design took a backseat to the mailroom’s departmental concerns. When the mailroom manager retired, I took over his position and worked my way up to an even higher position.
Question 107. Describe your most recent achievement and explain how your actions benefited investors.
SITUATION: I negotiated the acquisition of The Summit, a failing company, from private equity investors.
ACTION: As part of the process, I drafted the new business plan, led investor presentations, and negotiated equity financing from an investment firm.
RESULT: Within a year, I returned the company to profitability and positive cash flow.
Question 108. Give an example of a situation in which you discovered a flaw in operations. What did you do about it?
SITUATION: After reviewing recent purchases, I noticed that all the special orders were acquired through a preferred vendor, even when another vendor sold the same make and model at half the cost.
ACTION: I spoke to members of the purchasing department to determine their reasoning behind such purchases. It came to my attention that the head of purchasing had mandated that all special orders be acquired through a specific vendor. I changed the policy to reflect policies that made sense to the department’s bottom line.
RESULT: Purchasing costs significantly decreased, as happens with competitive bidding.
Question 109. Recall a time when your performance on the job led to greater responsibility.
SITUATION: As an office manager, I was successful in targeting inefficiencies that negatively impacted the bottom line. Based on the results my efforts garnered, management assigned me to a special project that entailed reengineering processes regionally.
ACTION: In each office, I retrained the low producers on various competencies, including customer service, sales, and account management.
RESULT: All divisions enjoyed an increase in profits and customer satisfaction.
Question 110. Describe a time when you did not know a problem existed until it was brought to your attention.
OBSTACLE: At Colby’s Place, we had dedicated volunteers who visited AIDS/HIV patients. Unfortunately, we received many complaints from the volunteers that the patients they were assigned frequently were not at home for their scheduled visits. As a result, many volunteers dropped out of the program as they felt their time was not being respected.
ACTION: I developed a training program for the AIDS/HIV patients that stressed the collaborative relationship between them and their sponsors. I pointed out that Colby’s Place expected volunteers to keep their commitments to patients, and patients also had a responsibility to the volunteers.
RESULT: The program strengthened after this understanding was reached, and we received an influx of both volunteers and patients. Increased numbers then led to more donations and more community recognition.
Question 111. Give an example of an occasion when your job became mundane and what you did to make the time pass more quickly.
SITUATION: The Google ads we used at Shingles Roofing were a success; my responsibility was simply to monitor the ads and make adjustments when necessary. Over time, the ads became self-sustaining, so I began to look for ways to target a new demographic. Since the Hispanic population is growing steadily in the United States, I wrote ads in Spanish.
ACTION: Using the Keyword Chaser software, I prepared a list of new words to target. Then I wrote the corresponding ads to show my supervisor.
RESULT: During the next budget meeting, money was allocated for the ads I had created. Out of five new ads, four brought in additional revenue.
Question 112. Tell me about a time when you were proud of your efforts. What were the circumstances?
SITUATION: As the director of technology for Sayville Medical Center, I was recruited to improve workplace efficiencies, optimize business processes, and standardize systems.
ACTION: As a course of action, I revamped help-desk policies and procedures to ensure courteous, timely, and effective resolution of end-user problems. Once the new procedures were in place, I instituted weekly meetings at which time employees were held accountable for the department’s successes and failures.
RESULT: Within three months, I reorganized a dysfunctional technical department into a team-focused service-delivery organization in which all end-user expectations were met.
Question 113. Describe a time when you requested help or assistance on a project or assignment.
SITUATION: At the Agency Group, files were split among agents. I was responsible for clients whose last names began with K through O. When hurricane Zachary hit Florida, we had many claims, the majority of which were my responsibility to process.
ACTION: During my co-workers downtime I asked for their assistance. We were a close-knit group and everyone helped me process the backlog of claims.
RESULT: Without having to work overtime, all the necessary paperwork was completed without errors.
Question 114. Give an example of a situation in which you demonstrated your willingness to work hard.
SITUATION: I worked for a mom-and-pop shop that had a primitive accounting system, in which all activities were logged in an old-fashioned ledger book.
ACTION: I wanted to learn QuickBooks, but the owners could not afford the software and training. On freebarter.com, I found an older version of the software. A friend of mine used QuickBooks at her job, and I asked if she could show me the ins and outs of the program. She agreed, and we met several times after work or on the weekends.
RESULT: After a few weeks, I learned how to use the system and I streamlined the accounting practice for my employer.
Question 115. Describe an occasion when you made a difficult choice between your personal and your professional life.
SITUATION: After many years of working for corporate America, I longed for an opportunity to live outside of the United States. I was hesitant because my career was on an upswing, and taking time from my job was risky. But the nagging feeling would not go away. It got to the point where I could not ignore the urge.
ACTION: I requested a sabbatical from my employer, obtained a Switzerland working visa, and applied for a position as a guide for the Switzerland Museum of History.
RESULT: I educated visitors about the artwork in the museum. After work, I enjoyed the Swiss culture and its people. I returned to the States revitalized, ready to tackle the challenges that lie ahead.
Question 116. Tell me about a time you leveraged contacts to meet a business goal.
SITUATION: As a television producer, it is important that I maintain solid relationships with political figures, both local and national. Recently a story broke concerning a group of senators who had vowed to block a deal with a foreign entity unless the price of oil was stabilized.
ACTION: Since it was a newsworthy story I had difficulty contacting a member of the senate team, so I called in a favor to an oil lobbyist to see if he could arrange a meeting with the politicians involved.
RESULT: Every news department was after the story, but I got there first. Eventually they learned the details, however, our news team covered it as “breaking news.”
Initiative
During a career, there are times to be a follower and other times when it’s important to take the initiative. Taking the lead when necessary is an attribute that interviewers will focus on during an interview.
Career Values and Key Behaviors
A. Proactive. Anticipates problems and determines a tactical strategy to prevent issues from arising.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
B. Undertakes assignments. Seeks out unfinished tasks and takes the proper steps to ensure their completion.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
C. Introduces cutting-edge ideas. Keeps up to date on industry trends and uses emerging technologies for the betterment of the organization.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
D. Maintains continued interest. Works through later challenges with the same vigor as at the beginning.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
E. Shows a can-do attitude. Searches for ways to improve systems and change the status quo.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
F. Has leadership qualities. Takes hold of a project or of people, providing the guidance or direction required to complete a task.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
G. Displays fortitude. Has strong determination to confront problems with a resilience peppered with flexibility.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
H. Introspective. Reflects upon past experiences and applies what was learned to ensure the success of current tasks.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
I. Purposeful. Sets one’s mind to completing a project, regardless of problems.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
J. Takes action. Ready to initiate action without hesitation.
Example: _________________________________________________________ ________________________________________________________________ ________________________________________________________________
Interview Questions and Answers
Question 117. Recall a time when you were given a set of instructions that you were unable to follow.
SITUATION: When I first joined the Trading Company, I thought it was a sign of weakness to acknowledge that I didn’t grasp a concept and needed clarification. This mind-set led to my struggling on a project and spending more time on it than necessary. I met the deadline, but only by a hair.
ACTION: For the next task assigned to me, I asked questions until I understood the project’s scope and the steps I needed to take to complete it.
RESULT: I was able to finish my projects without feeling undue pressure. In addition, by asking questions of others, I built rapport with my co-workers.
Question 118. Give an example of a situation in which you did something that you knew had little chance of success.
SITUATION: In searching for ways to save the company money, I discovered that many offices were going paperless.
ACTION: I researched several software applications and identified the one that best fit the organization’s needs. My research showed me, however, that the software license made the idea cost-prohibitive.
RESULT: Nevertheless, since I took the time to conduct the research, I submitted my findings to my immediate supervisor. She was so impressed not only with my initiative but also with the idea of going green. She forwarded the research to the head of the company. As I suspected, the licensing fees were out of reach, however, the company implemented the change a few years later in a satellite office. Eventually, the process was applied company-wide.
Question 119. Describe an occasion when an idea you had was met with enthusiasm by management.
SITUATION: The manual system for recording employee participation in training programs was cumbersome.
ACTION: I implemented a learning-management system whereby employees could register for courses, view a history of courses they had taken, receive reminders of upcoming workshops, and notify supervisors when the staff registered for courses. In addition, I created an e-mail announcement for the system, developed a tutorial with step-by-step instructions on how to use it, and offered training workshops.
RESULT: Since Human Resources was no longer required to provide employees with a list of training programs, their time was freed up to attend to more important departmental matters.
Question 120. Describe a time when you took an active role in a project for which you had little experience.
SITUATION: I worked as an administrative assistant for years. Though I had no experience, when the position of special communications specialist opened up, management approached me to consider it.
ACTION: I suggested and then launched a new intranet Web site to promote an Executive Briefing Program on a cross-company basis.
RESULT: The efforts resulted in 50 percent greater participation from all levels of management. The initiative also generated internal strategic partnerships based on improved interdepartmental communications.
Question 121. Give me an example of a time you worked for a startup.
SITUATION: Because it would be a challenge, I decided to work for a startup company that was obtaining a patent for LCD displays in elevators.
ACTION: I set up a client list of potential customers, and I introduced the idea of elevator commercial placements to the executives.
RESULT: Though I was successful in selling the product, unfortunately the patent was not approved and the operation shut down. That said, the experience I garnered, including how to expand territory and handle consultative sales, was instrumental in my later success as an account executive.
Question 122. Recall a life-altering event that impacted your career choices.
SITUATION: It was not in my nature to take risks, in either my personal or my professional life. For instance, I never competed with co-workers on challenging projects. Usually I sat by the sidelines and waited for management to assign me a task. Unexpectedly, my father passed away in a car crash. I thought about the sacrifices he had made for our family to ensure we succeeded in life.
ACTION: I decided to quit my job and enroll in an MBA program.
RESULT: After graduation I joined a financial company, where I embraced the concept of friendly competition and positioned myself as the goto person for the office. Soon, I was charged with managing five associates.
Question 123. Tell me about a time when your hard work was rewarded.
SITUATION: When I worked as a legal assistant for a securities-claim law firm, I made it a point to tackle initiatives that did not fall within my job description.
ACTION: Specifically, I managed the client database, instituting upgrades and spearheading software improvement efforts to streamline processes.
RESULT: I earned a reputation as a diligent, attentive team player, and within four months of my hire, I assumed docket management activities, an unprecedented feat for the law firm.
Question 124. Give me an example of a time when you took on a task that was not part of your job description.
SITUATION: Though Mao Electronics had solid marketing and public relations departments, all the products we sold were technical in nature. Because of this, neither department had the technical expertise to create marketing collateral.
ACTION: To assist in the marketing efforts, I offered to provide interviews to technical publications regarding the new products and our design philosophy. In addition, I wrote how-to articles for trade publications that focused on the introduction of new products.
RESULT: After the interviews and the first articles were published, the sales department reported a spike in sales.
Question 125. Tell me about a situation that called upon your strongest quality. What was the result?
SITUATION: My strongest quality is as a change agent, whereby I pinpoint operational inefficiencies and execute policies to eliminate them. This quality was especially useful when I served as incoming director for the Respiratory Clinic, where my first order of business was to turn around the low patient-satisfaction numbers.
ACTION: As part of the tactical plan, I introduced the “Rounding with Purpose” method that ensured patients were visited every hour by a nurse. In addition, I readied the department for the Joint Commission on the Accreditation of Healthcare Organizations survey.
RESULT: Shortly after my changes were implemented, the number of patients who fell out of bed declined. The department also placed in the ninetieth percentile on the Perss Ganey patient-satisfaction survey.
Question 126. Recall a time when using your initiative was rewarded.
SITUATION: When I was employed with Compact Recordings, I was commended by management for my ability to analyze situations and implement strategies that helped make it a more productive workplace.
ACTION: One specific time, I took the initiative to install hardware solutions and set up desktop configurations in preparation for a flagship account.
RESULT: I received a bonus for exceeding goals and five stars in all core competencies areas outlined in the performance evaluation.
Question 127. Describe an occasion when you created an opportunity for yourself.
SITUATION: Upon being hired by Grip Management, I noticed that the organization did not have an employee-training program.
ACTION: I had learned from my previous position at Allied Electronics of the importance of welcoming new employees with a formal company introduction. With that in mind, I created a mock workshop on PowerPoint and presented it to the department head.
RESULT: After my presentation, the company instituted a full-scale new-hire introduction program. An unexpected benefit of this plan was that turnover within the first three months of employment was reduced by 30 percent.
Question 128. Describe a time when you prepared for an obstacle in order to prevent it.
OBSTACLE: Being a consultant is a double-edged sword. Management brings me in because there are business problems that need solving, but at the same time most of them are reluctant to take the recommendations because of a fear of change, preferring to see only negatives. When Torres, Morales, and Rodriquez Law Offices brought me in to revitalize their organization, I wanted to avoid the resistance that previous clients had demonstrated to any new ideas.
ACTION: I conducted thorough client-needs assessments that asked management to reflect on changes made in the past that were unsuccessful. This approach not only gave me valuable information about the corporate culture but also gently prodded management to seriously consider my recommendations.
When I presented a new idea, I asked the attorneys for only one thing: to love the idea for fifteen minutes; during that time we discussed only the positives of the plan.
RESULT: This fifteen-minute rule kept clients’ minds open enough to see the idea’s advantages, and ultimately the firm agreed to implement the majority of my recommendations.
Question 129. Describe a time when you were unable to meet management expectations. What did you do about it?
OBSTACLE: I was assigned to implement a smoking cessation program at work. After putting together a comprehensive, facilitated program, I showed it to my manager. He didn’t think the program would attract enough employees, and expressed interest in offering monetary incentives instead.
ACTION: I researched case studies and found that monetary incentives increase enrollment in such programs. I showed the results to my manager, and we agreed to move ahead with an incentive-based program.
RESULT: Two hundred employees joined the program, the majority quit smoking in the short term, and thirty quit for good.
Question 130. Give an example of a situation in which your greatest weakness negatively impacted a relationship or a project you were working on.
SITUATION: My e-mail communications were known to be unintentionally short and curt. Co-workers were used to my terse writing style; however, customers were not. One time, a client e-mailed me, inquiring about a new service the company had launched. In my response, I pointed her to the Web site where the features and benefits of the service were described. The client took my reply as a lack of interest in her continued business.
ACTION: Though I was able to salvage the relationship, after that incident I enrolled in an e-mail communications course to ensure that my electronic correspondences accurately reflected my intentions.
RESULT: This is a problem I am still working to correct. When I find that my e-mail messages are coming across negatively, I pick up the phone and explain.
Question 131. Recall a time when you invested time or money in developing your career.
SITUATION: I was an executive assistant at Philanthropic Enterprise for a few years, and I wanted a position in the corporate fund-raising division. Though the department had openings, the position required experience in soliciting donations. To gain experience, I approached the owner of a local animal shelter and offered to launch a pro bono event to raise money. He readily agreed to the idea.
ACTION: During my lunchtime, after work, and on weekends, I networked with people from the local chamber of commerce to secure sponsors and a location for the event. I also contacted local newspapers to provide publicity.
RESULT: The event raised $2,800 for the shelter. When another position at Philanthropic Enterprise opened up, I leveraged my experience during an internal job interview and received the promotion.