Interviewing questions
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The document provides guidance on how to effectively prepare for and answer questions in a job interview, including practicing active listening and building rapport, controlling the content of the discussion, and using the STAR (Situation, Task, Action, Result) method to describe past experiences in a way that highlights relevant skills. It also offers sample interview questions and tips on discussing strengths, weaknesses, and characteristics in a positive light.
Interviewing questions
- 3. Key Skills In Interviewing ● Preparation and practice ● Active listening ● Building rapport ● Control the content ● Selling yourself
- 5. Today’s Interview Process ● Fewer closed-ended and overly-broad questions. ● Most interviewers know questions to avoid. ● Many interviewers have been trained in “Behavior Based” Interviewing
- 6. Interview Format ● Rapport building ● Transition – why we’re here ● Questions about you and your background ● Describing the company and the job ● Answering questions from you
- 8. Interview Questions ● Behavior Based Questions ● Past performance as predictor of future on the job behavior ● Interviewer’s goal: obtain examples showing knowledge, skills and work habits ● Looking for specific situations – “Tell me about a time…” ● Self Description Questions ● Strengths, weaknesses, “What do you like in a boss?”, “What would your references say about you?” ● Scenarios ● Customers often bring their children along. One time a child knocked over a lamp and broke it. How would you handle a situation like that?
- 10. Mastering the Behavioral Interview Describing past accomplishments or scenarios ● Situation ● Task ● Actions ● Results Describing Yourself ● Feature ● Benefit
- 11. Selling Your Accomplishments Question: Tell me about a time a when you handled an angry customer. Situation: One time a customer called and was really upset about an overdraft fee. He was yelling at me, he was so angry. Task: I knew I couldn’t yell back at him, so I let him talk until he calmed down. Action: I checked his records, and he was a long time customer who had never done that before. I talked with my manager, and we waived the fee. Result: The customer was happy and is still doing business with us.
- 12. Selling Your Accomplishments Question: Tell me about a time a customer wanted you to make an exception, and you felt you should stick to policy. Situation: Task: Action: Result:
- 13. Discussing Characteristics, Strengths, Weaknesses Question: Tell me about your greatest strength. Feature: I’m very organized. I set up my files alphabetically, use post-it notes, and keep a to-do list. Benefit: That way I know where to find everything and what my priorities are. I don’t waste time looking for things because they are right at my fingertips. That lets me work efficiently and get more done every day.
- 14. Discussing Characteristics, Strengths, Weaknesses Question: Why do you enjoy working in customer service? Feature: Benefit:
- 15. Discussing Weaknesses •Have one. •Be brief and direct. •You get to choose what you discuss. Be selective. •Describe what you do to “work around” your weakness.
- 16. Discussing Weaknesses Question: Tell me about one of your weaknesses. Feature: One thing I’m working on is…… Benefit: Knowing this is something I want to improve, what I do is…..That way I don’t let it get in the way of doing a good job.
- 17. Sample Questions ● Tell me about a time when you were working under a time deadline to complete an assignment. ● Describe a situation when you brought a new idea to your supervisor. ● Describe a situation where you helped a new employee who was having a problem. ● Tell me about a time when you didn’t follow company policy in your work; what were the circumstances and what did you do? ● Tell me about a time when had to learn and implement a new procedure in your past experience. ● How have you used technology to work more efficiently?
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