Chapter 13
SPEAKING WITH
AUTHORITY
… About Your Skills and Experience
You’ve learned how to build confidence in your interviewer that you have a record of success. This chapter will deepen your interviewing skills with a focus on key phrases to utilize when questioned about your specific skills, work experience, and personal interests. Employers are looking for two different branches of skills. First, they want to ensure that you have the hard skills, or technical skills, that the job requires. Your interview responses need to demonstrate proficiency in these skills by drawing on specific examples of how you used them in the past. Workplace skills, also called soft skills, are also important to them. Do you have the people skills to deal with various clients? Do you know how to work without constant supervision? How are your decision-making and problem-solving abilities, and can you work on a team? By the end of the interview, you’ll want the interviewer to have placed a mental checkmark next to each of these categories. With the right interview persona and a careful choice of words, you’ll prove that you’re the best candidate for the job.
Key Skills and Abilities
Q: What are your key skills?
How to phrase it: After spending the past six years as a senior systems analyst, I’ve developed a number of important skills, including business modeling, process re-engineering, software-package evaluation, and advanced programming capabilities in UNIX and C environments. I was very pleased to discover that these are the skills you are seeking. Would you like to hear about specific examples of my work?
Talk about your key skills and how you’ll use them in this job. Avoid using clichés or generalities. Offer specific evidence, drawing parallels between your current or previous job and the job you’re interviewing for.
Green Light Don’t be afraid to ask a question in your interview answer such as, “Would you like more specific examples?”
Q: What skills do you think are most critical to this job?
How to phrase it: As technology is ever changing, I think that it is important to keep up with the latest marketing trends. Knowing what kinds of new technologies exist and how to go about incorporating them into my own marketing plans is what will keep me ahead of the competition. Creativity is also of major importance to the marketing industry; new ideas can quickly become stale and stagnant. A successful marketing associate will always be looking ahead to the next big revolution. If, just a few years ago, I had not been aware of the important role that the web would play in our day-to-day duties, my current company could have been wiped out by the competition.
When describing the skills you feel are most important, make sure that you know how these skills relate to the position at hand. Illustrate how the cited skills have helped you in your current and/or past positions.
Q: If you were to stay in your current job, what kinds of tasks would you spend more time on and why?
How to phrase it: If I were to stay at my current job, I’d like to gain more experience in labor negotiating. In particular, I’d like to help negotiate labor contracts, resolve grievances at the step-4 level, and prepare grievances for arbitration. Though I have a very strong background in all areas of human resources, I believe that a strong grasp of labor relations experience will round out my skills so that I could have the opportunity to move up to a position of department head and possibly vice president.
In answering this question, think about the aspects of your job that interest you most. What are the areas you would like to strengthen and advance in? What are the areas you need work in so that you could advance? Talk about the current responsibilities that give you the most satisfaction. Talk about the career path you are heading down and how the sharpening of certain skills can help you attain your goals.
Green Light One smart move (and one that will score you points in the motivation department) is to talk about the possibility of advancement.
Q: What skills would you like to develop in this job?
How to phrase it: I’d like to develop my negotiating skills. I’ve had considerable experience interpreting and implementing large contracts, but I’ve been limited in negotiating the actual conditions, costs, and standards for a major contract. I believe this job will offer me the opportunity to be a member of a negotiating team so I can begin acquiring the skills necessary to lead the team.
Make sure you are not inhabiting an imaginary world in your answer to this question! First, your answer should coincide with skills that this job will help you develop. Second, you should have already covered some of the prerequisites to developing the skills you mention. For example, you wouldn’t want to apply for a job as a receptionist with the Joffrey Ballet and say that you hope to develop your ballet skills.
Answering this question gives you an opportunity to talk a little bit about all your different skills. Discuss your hard (technical) skills, such as your computer knowledge and customer service skills. It’s also important to focus on the soft skills you’d like to develop. Describe your functional skills, such as organizing, problem solving, writing, listening, and communicating, as well as personal skills, such as how well you work with others, whether or not you are able to assert authority, and how well you manage your time.
Q: How well do you write?
How to phrase it: I would say that my writing skills are above average. I made a very conscious effort to develop these skills while I was working toward my MBA. I even took an entrepreneurial class in which the chief assignment was to develop, write, and continually rewrite a business plan. I have brought it along if you would like to see it.
A great way to prepare for an interview is to overprepare. If you anticipate a question such as this one, bring along a sample of your work. For more creative positions (photographer, copywriter, graphic artist, and so on), always be sure to pack your portfolio so that the interviewer can see your work and assess your talent for himself. Even if the job you are applying for is not creative in nature, there may be some writing involved. A sharp set of writing skills is always a great asset.
Q: Could you tell me a little bit about your computer skills?
How to phrase it: I would consider myself very well versed when it comes to computers. In my current position, I typically use Microsoft Word, PowerPoint, and Excel. I am also familiar with various graphic design programs, including Quark, Photoshop, and Adobe Illustrator. I have some experience with Macintosh systems as well. I am a pro when it comes to navigating the Internet and have even picked up a bit of knowledge as far as HTML programming goes.
Computer literacy is a must in today’s job market, no matter what the position. A working knowledge of a word processing program such as Microsoft Word is essential, and familiarity with database management or graphics programs is valuable as well. If your computer experience is rather limited, have a friend tutor you in an MS Office Suite application, or visit the local library and try to find your way around some of the most basic word processing programs. These programs are simple to learn and will allow you to avoid having to say that you have very limited or no computer skills. You must be web savvy and have a knowledge of e-mail. Windows remains the dominant platform in the work force, but Macintosh environments are prevalent in creative fields such as advertising, publishing, and design.
Q: How are your presentation skills? How do you prepare for presentations?
How to phrase it: I didn’t always like making presentations, but since I had to make a lot of them on my last two jobs, I’ve gotten very good at it. I do a lot of research before any presentation. I try to find out as much as possible about the client, the market they are trying to reach, their competitors, and the industry. Sometimes, if the budget allows for it, I hire an expert to help me with the research.
This candidate answered honestly. He knows it’s not that unusual to dislike presentations, so he’s not afraid to admit that. It also gives him the opportunity to show off his experience and how it has gotten him over his fear. In addition, he knows the importance of having good information and knows what resources he needs to use to get it.
Q: How do your skills relate to this job?
How to phrase it: I am very organized, I work well on a team, and I have very good communication skills. Although I haven’t worked in this field before, I know these skills will make me a valuable employee.
Although this applicant is new to the field, she has some very desirable skills, which she makes a point of letting the interviewer know.
Q: Tell me about a crisis you encountered at work and how you handled it.
How to phrase it: Last year a virus was causing our computers to send out thousands of e-mail messages to our clients. We were being inundated with angry phone calls before we even knew what was going on. Our technical support person was on vacation, so I made a few phone calls and found someone to fix the problem. Then I drafted an apology that was sent out by e-mail to our clients.
This answer is good because the candidate clearly describes the problem and gives specifics on how she solved it. In addition, the crisis is one that could have caused her boss to lose clients, something that would strike fear into the hearts of most employers, including the one interviewing her.
Q: How do you manage your time?
How to phrase it: I prioritize my work. I figure out what needs to get done first, next, and so on. Then I calculate how much time I will need to spend on each activity or project. I set a schedule for myself and get going.
This applicant has a plan. He knows how to prioritize and apportion the proper amount of time to each activity.
Q: Have you ever had to juggle two or more projects at the same time?
How to phrase it: That happened all the time on my last job. Several months ago, I was in the midst of working on one huge project for one of my bosses when my other boss came to me with another project that needed to be completed in two days. After evaluating the second project, I realized I could complete it in a day. Since I still had about a week before the deadline for the first project, I decided to get started on the second one. I completed it by the end of the next day and went back to my first project.
The interviewer asked for an example and this candidate gave one. He demonstrates how his ability to prioritize helped him.
Q: How do you manage stress in your daily work?
How to phrase it: Unless I have a ton of work to do that I just can’t get away from, I make sure that when I take my lunch hour, I actually leave the office. Just that simple change of scenery, even for a few minutes, is enough to keep me energized for the rest of the day.
This is a simple enough question to answer. The interviewer is interested in whether you have a tendency to crack under pressure. She wants to know how you manage high-pressure situations. If you have a simple daily ritual that helps you maintain your composure, even in stressful situations, tell her about it. But beware of how that stress buster might be perceived. A power nap ritual—even on your lunch hour—could mistakenly be construed as sleeping on the job. It may also be helpful to describe a stressful project you’ve worked on and the specific actions you took to get it done without losing your head. The key is to talk about how you stay professional when under a lot of pressure.
RED FLAG!
KEEP IT TO YOURSELF if your stress-
management solutions—yelling at those who hold lower positions, taking a two hour walk in the middle of the work day—would be frowned upon by the interviewer.
Q: As assistant to the director of human
resources, employees will come to you if
they feel their supervisor has discriminated against them in some way. How will you
handle these complaints?
How to phrase it: As an HR professional I know the importance of being well versed in the laws that affect the workplace. First, I will interview the employee, asking for an explanation of exactly what happened. Then, I’ll interview the supervisor and get his or her side of the story.
This candidate will take a balanced look at the situation. He will evaluate it using his knowledge of employment law and then try to solve the problem.
Q: You have many of the skills we’re looking for. However, we also need someone with very strong sales skills. I don’t see anything on
your resume that indicates that you have that kind of experience.
How to phrase it: It’s true that I don’t have any formal experience in sales. I do have some informal experience, however. I ran the book fair at my son’s school for the past few years. I also sold jewelry that a friend made. We rented tables at craft fairs all over the region.
While a candidate can’t make up experience, she should draw on unpaid or volunteer experience that demonstrates her skills.
Q: Are you good at doing research?
How to phrase it: I haven’t done a great deal of research at work, but I do a lot of it on my own. Before I make any major purchases, take any medication, or go on vacation, I do a lot of research. I’m very good at it. The librarians at my local library are a great resource, so I make sure to go to them when I need help.
It would have been nice if this job candidate could have drawn on work experience to highlight her research skills, but since she couldn’t, she did the next best thing. She has given examples of what kind of research she has done and how she does it.
Q: I see from your resume this isn’t your first job working in a medical office. What skills did you pick up on your two previous jobs that you think would help you on this job?
How to phrase it: When you described the job to me, you said you needed someone who was good with patients. You also said you wanted someone who knows a lot about the different insurance plans. My primary responsibility at both these jobs was billing. I had to deal with insurance companies every day. I found that if I learned how each one worked, it was a lot easier for the doctors in my practice to get paid and for patients to get reimbursed. I also worked at the reception desk at these jobs. Many patients who came in were clearly anxious. I was happy to be able to calm them down and hopefully offer some reassurance.
This candidate listened to what the employer said and was able to clearly state how her skills would fill this medical practice’s needs.
Interpersonal Skills
Q: What personal characteristics do you think add to your overall effectiveness?
How to phrase it: I think that I have a strong ability to create deeper relationships with people than business usually allows for. I am able to know more about a client than just the amount of money she brings to my company each year. I get to know my clients on a more personal level, and I keep them in mind all the time. If I read an article that I know one of my clients might enjoy, I’ll send the clip along. In doing so, I find that my phone calls are returned much more quickly—and
happily—than the next person’s might be.
What is it about your personal style that makes you unique from the other candidates that the interviewer has met with? What traits do you possess that make you more effective? Without sounding cocky or exploitative, talk about why you think you are able to get cooperation from others.
Q: What type of people do you work with most effectively?
How to phrase it: My favorite type of coworker is someone who is not afraid to voice her opinion. I love to work with people who are creative and willing to brainstorm ideas before deciding upon a particular solution. Confidence is always important as well.
The key here—and in every question, really—is to remain positive. Far too many people answer this question in a way that fails to highlight the positive points they like in their coworkers; instead they drone on and on about the things they hate. A negative attitude is never in a job description, and it’s certainly not something you should convey—either intentionally or unintentionally—during an interview. Make sure the company would approve of the characteristics you are describing. For example, if you are a bit of a chatterbox, you might love to have a few other talkative people in your department, but this is not the type of thing you should mention in your interview. Always remember that the interviewer is interested in how well you will fit in with the company’s other employees, not how well they’ll fit in with you.
Q: Unfortunately every office has personality conflicts. What do you do when you work with someone you don’t particularly like?
How to phrase it: While I know you don’t have to be buddies with everyone you work with, workplaces are more productive if coworkers get along. I would try to resolve my differences with that person. If that wasn’t possible, I’d find something about that person I could admire and respect and I’d focus on that instead of the things I didn’t like.
This applicant shows she’s proactive when she says she would try to work out her differences with her coworker, but realistic when she says that if she can’t, she will find something to respect about her coworker—everyone has redeeming qualities.
Q: As a supervisor, what do you do when employees working under you don’t get along?
How to phrase it: I actually encountered this situation a few months ago. There were two employees in my department who were both very nice people, but they got off on the wrong foot when one of them transferred into the department. I called a meeting with them and asked them to try to resolve their differences for the good of the department. I can’t actually say they like each other now, but there is a level of respect between them.
Nothing is better than a real-life experience. This job candidate was lucky enough to have one he could draw upon. He solved this problem in a very logical way, and was very honest about the outcome.
Q: What would you do if you disagreed with your boss?
How to phrase it: It would depend on the situation. If I disagreed with her about whether the office is warm or cold, I might not say anything. However, if I disagreed with my boss about whether the new marketing campaign was going to work, I’d share my thoughts with her.
This applicant knows he has to choose his battles wisely. There’s a difference between being disagreeable and disagreeing.
Q: What do you expect someone you supervise to do if she disagrees with you?
How to phrase it: I would expect that person to let me know what she’s thinking. It could influence my decision. If she doesn’t share her thoughts with me, I won’t have the opportunity to hear her take on things.
This job candidate respects her coworkers’ opinions. She knows it wouldn’t be wise to make decisions without taking their comments into consideration.
Q: Have you ever been in a situation where the majority disagrees with you? What did you do?
How to phrase it: I haven’t been in that situation, but here’s what I would do if I were : First I would listen to why the majority felt the way they did. Then I’d have to decide whether I needed to reconsider my position. If I still felt strongly about it after hearing their side, I would try to persuade them.
This candidate knew better than to dismiss the question just because he couldn’t draw on his experience to answer it. Rather than make something up, he tells the interviewer what he would do if he were in that situation. His answer shows that he is flexible enough to try to see things differently, but strong enough in his convictions to not automatically go with the crowd.
Action Speak
| Contracted | Installed |
| Devised | Issued |
| Drafted | Listened |
| Employed | Reshaped |
| Grossed | Restored |
Q: Tell me about a time when you had to defend an idea to your boss or someone else in an authoritative position.
How to phrase it: After working for my current employer for just a few months, I realized that many of our biggest accounts were not happy with the public relations services we were providing. It seemed that our Manhattan-
based PR firm was having difficulty satisfying our West Coast clientele. As West Coast companies make up nearly 80 percent of our business, I approached my boss about changing PR firms. Because we had been using the same firm for nearly ten years, he was quite reluctant to change. When I showed him the demographic shift in our customer base and had him speak with several of our clients who had voiced concerns to me in the past, he agreed that we might be better off switching agencies.
The most important thing here is to make sure that you describe a time or situation in which—after defending your idea—you were able to see it through successfully. By explaining such a situation, you are telling the interviewer three important things about yourself:
1. You have good ideas;
2. You will fight for what you believe in;
3. Those in higher positions respect your opinion and are willing to take a chance on your ideas.
Q: How did you get along with your last supervisor?
How to phrase it: We had a great relationship. I really respected him, and I know he respected me, too. He knew he could trust me with any project, so he always assigned me those that were very challenging.
This candidate describes his relationship with his boss on a professional level, and while doing that manages to say something very positive about himself.
Q: If you were unhappy with your job, how would you discuss this with your boss?
How to phrase it: I’ve always had good relationships with everyone I’ve worked for, so I think it would be to everyone’s benefit for me to be direct with my boss. First, I would make a list of the things I’m unhappy with, as well as suggestions for improving each situation. I would then ask for a meeting with my boss to go over the list point by point, being careful not to place any blame.
This interviewee smartly points out that she maintains good relationships with her bosses, which can withstand this type of discussion. She explains how she would be proactive in helping to find a solution for the problems she is dealing with at work.
Q: What would your current coworkers say about you?
How to phrase it: My coworkers would say I’m very committed to my job. I work hard to contribute to each project’s success, and I always share credit with everyone else who contributes to that success.
This interviewee portrays himself as someone who is a team player. He sticks to talking about work-related matters.
Q: What would you do about a long-term employee whose work has been slipping lately?
How to phrase it: I would talk to my employee to find out what was going on. Obviously if this person always did a good job, something must have happened to change that. As a supervisor, it is my job to find out what that is and help the employee fix the problem; it is also preferable to firing someone. It is generally more cost-
effective to retain a worker who already knows the job than to train someone new. It also is better for the morale of that person’s coworkers, who don’t want to see a coworker lose his job.
This answer shows that the candidate has good managerial skills. While dismissing an unproductive employee may seem like a quick and easy solution in the short term, it can have a detrimental effect on the company in the end.
Q: What do you do when you have a very unhappy customer?
How to phrase it: My first step is to let the customer know I will listen to what he has to say. If the company has a strict policy regarding customer complaints, I will follow it. However, if I must use my own judgment, I will have to strike a balance between keeping the customer happy and not costing my employer too much. If I see that the customer’s complaint is legitimate, I will do what it takes to remedy the situation.
This applicant plays by the rules. He knows a satisfied customer will return, but he also realizes that a company is always concerned about its bottom line.
Q: How are you at delegating?
How to phrase it: I have such a high level of trust in my staff members that delegating to them is easy. I know each person’s strengths and weaknesses, so I can easily decide who can handle what jobs and duties. I try to give people projects that challenge them but won’t defeat them.
This candidate is obviously a good manager. He puts a lot of thought into how to delegate responsibilities and makes a point of knowing his staff very well.
Creativity and Leadership Skills
Q: What’s the most innovative project you’ve ever worked on?
How phrase it: When I worked with JLM Company last summer, I noticed that when sales inquiries would come into the office, they would be distributed haphazardly amongst the marketing assistants. Realizing that there had to be a better, more efficient way of logging these inquiries, I took it upon myself to set up a system. I organized these inquiries according to region and distributed them to the marketing assistants based on their regions. This approach enabled our marketing team to come up with better and more creative solutions to our sales problems, and it also addressed the specific concerns of our pre-existing customers.
Give examples of your initiative and willingness to contribute new ideas. Discuss how your leadership skills have helped you accomplish your goals. Give a specific example that shows a creative, new, or unusual approach you took to reaching your goals.
Q: Describe a time when you’ve been able to overcome an obstacle in a creative manner.
How to phrase it: For months, the publishing company I worked for had been trying to get an appointment with a particular Fortune 500 company to talk about a possible advertising campaign. After several sales representatives tried to no avail, I volunteered to take a crack at the task. Rather than contact the vice president of advertising himself, I decided to target his assistant. I was able to schedule an appointment with the assistant and give her my sales pitch instead. I must have made quite an impression, because the assistant immediately scheduled me for a meeting with the VP for that very day. Two weeks later, we got the order, and the deal was made.
A smart way to answer this question is to focus on how you overcome problems with the help and support of your coworkers. Show that in addition to being a creatively independent thinker, you are concerned about the company and your team as a whole. Also, illustrate your strength as a leader. Think about how you have approached a problem differently from how others might approach it, and how you have achieved success in doing so. Emphasize your creative solution along with its positive results.
Q: How resourceful are you?
How to phrase it: I consider myself to be extremely resourceful. While product launches at my current company are generally the domain of our chief engineer, the CEO decided to let me conduct one, as I had shown much creativity in other projects. While the chief engineer usually would simply send out a press release describing the new product’s virtues, I decided it was time for a change. I contacted three of our largest customers and asked them to try out the new product and let me know what they thought. With an overwhelmingly positive response to the new line, I then asked permission to videotape these real-life testimonials. The customers agreed, and rather than send out just a press release, we were able to create a podcast. The result was a far higher level of credibility for the company and product, and we exceeded our six-month sales quota. Personal endorsements have now become a cornerstone of all of our marketing campaigns.
This question specifically targets the candidate’s level of creativity and initiative. Your best bet is to provide an example of how you’ve altered the traditional way of doing things at some point and attained the same—if not better—results. Focus on how you obtained crucial information or how you changed your personal style to get someone to cooperate. As always, make sure to sound confident without being cocky, and don’t exaggerate the situation just to have a great answer to the question. Employers will find out if you are lying; if you are, you can rest assured you will not be hired.
Green Light Phrases
Consider myself well-versed in
Made an effort to develop
Work well on a team
Have great communication skills
Prioritize my work.
Listen to others
Focus on the positive
Consult with my team
Create a positive work atmosphere.
Find new solutions
Q: Describe an improvement you personally initiated.
How to phrase it: When I began working for my previous employer, one of my duties was to send out customer satisfaction surveys. This was done as a traditional paper process that seemed cumbersome to me, especially since we had client e-mails in our database. I worked with one of the members of the tech team to create an online survey, which was sent directly to the customer’s e-mail within ten days of the transaction. This new system saved time, money, and print resources, and it also increased overall customer survey response by 34 percent.
Here’s your chance to prove your dedication to your work and your ability to see the entire picture. Show that, given the chance, you can be instrumental in making significant changes to the company or to the way things are done. Highlight your effectiveness in making things happen; express your desire to do the same for this company. Sometimes this same question can be asked in a more specific way. For example, describe a time when you thought an existing process or manner of doing things could have been done better and what you did about it.
Q: How would you describe your own personal management style?
How to phrase it: Rather than tell someone what to do or answer a question directly, I try to encourage my employees to help find the solution. For example, if asked a question about how to proceed on a project or task, I will prompt the person to tell me what he thinks we should do. In addition to questions, I want to hear solutions. I like being able to lead my team, but I want to know that they are working to help solve problems as well. I like to think that by involving my staff in questions and problems that arise in the department, I am teaching them how to be effective leaders.
Talk about your management style and interpersonal skills with your staff. Do you allow them to be creative or are you a take-charge sort of person? Think about how your staff views you. Are you a micromanager? Describe a particular skill you’ve learned from a leader you admire and discuss how you try to incorporate that into your own management style. Be careful that you portray yourself as a fair leader and not as a tyrant.
Q: Describe a time when you had to alter your leadership style.
How to phrase it: In my current position, I am put in charge of approximately one new project per month. Each month, I am assigned a new group of employees—usually a group of new recruits—to help them learn how to see a project through to completion. My usual style is to look the project over beforehand, figure out the best solution, and begin delegating tasks. About a year ago, the assigned group began to question my initial plan to complete the project. They proposed some alternate ideas, and I was quite impressed by their suggestions. While it had always been my style to assume that my idea was the right way to approach a project, this team taught me differently. Since then, the first step I take when beginning any new project is to talk with the group and figure out a solution—together.
Assure the employer of your willingness and ability to create strong working relationships by making different kinds of people comfortable with your authority. Your answer should indicate a time when you encountered a person or group that questioned your leadership style, and you should illustrate how you worked to change it. Be specific. What initiatives did you take to improve a less-than-ideal situation? What would the other people involved say about you now? Don’t make yourself out to be a tyrant, but don’t seem like a wimp either. Indicate that the reasons for your change in style were a result of your keen ability to deal with people.
Q: How do you think a past subordinate would describe your leadership style?
How to phrase it: I think that people who have worked under me have considered it a positive experience. I look at my role as a supervisor as the chance to have a say in something and contribute to the success of the company. I do not believe it is my place to have the final ruling. I am not one of those people who constantly reminds you that I’m in charge. Before making decisions, I consult with my team to see what kinds of ideas they can come up with. This kind of leadership has been key to success in the past, and it’s the model I plan to use throughout my career. Colleagues and employees have both commented to me on the positive work atmosphere that I create ; I take that as the highest compliment.
By asking this question, the interviewer is trying to determine what your references would say about you. When describing yourself, be objective and realistic without embellishing—or being overly modest. Describe candidly your leadership style; give specific examples that reflect your personal approach. Even if your style is to retain control, what are its positive aspects? Keep in mind that the employer may very likely call your colleagues to find out the truth from them. Rather than make excuses for your style, explain your leadership approach and why it works. If you can, give examples of how this style has succeeded.
Q: Do you believe that past job appraisals have adequately reflected your abilities as a leader?
How to phrase it: I think that the many goals I have surpassed and the various projects I have seen through to successful completion are proof of my strong leadership skills. I am sure that any job appraisal would mention how I look to my team for support, as well as how I take the time to clearly define our objectives to all those around me. By creating a certain amount of camaraderie, I have gained the confidence and respect of my coworkers, which, in my opinion, is the real key to success.
If you’ve ever had an experience where—under your supervision—a project failed, this is the time to explain that struggle. Even if a project failed, how did you work to affect this project in a positive manner? What were the steps that you took to ensure its success anyway? Just because a project did not turn out as well as you had hoped does not mean that your job appraisal should be negative. Avoid taking offense at this question or blaming someone else. Regardless of your team, you were the leader. Talk about how you would translate your past successes and failures to this job. What lessons have you learned? Which pitfalls do you know to avoid in the future?
Q: Describe the situations in which you feel most comfortable as a leader.
How to phrase it: I think that one of my talents is the ability to take complex issues and break them down. For this reason, I have always been very good at solving problems that involve facts and figures. As those who work around me are quite aware of this, they usually allow me to emerge as the leader in situations in which there is a complex problem; they look to me to find a solution and instruct them on how to proceed, and I am happy to do so. I am a highly effective leader in these situations. In situations in which there are political or emotional factors to consider, I usually prefer that someone else take the lead. In such situations, I simply resolve to be a good team player. In all other situations, I normally surface as a leader.
Your answer to this question says an awful lot about you. Do you feel comfortable leading a situation only when it is specifically asked of you, or do you assert yourself in situations in which you think your expertise could help bring a project to a successful conclusion? Talk about the projects you have led and how other people have trusted you. Why do you think people are willing to follow you in situations such as these? The best way to answer this question is to discuss instances when you were recognized as the leader because of your expertise in something, not because you were appointed project leader. If you’re asked to describe situations in which you are a better contributor than leader, you can define types of problems that you’re less comfortable working on or situations in which you feel you’re too opinionated or biased to lead without controlling the group unfairly. Then end by describing instances when you’ve played the leader well.
Q: Describe how comfortable you are working with people of higher rank versus working with employees of lower rank.
How to phrase it: I am on a friendly basis with just about everyone I come into contact with throughout the course of my workday. I recently learned that one of the receptionists and I work out at the same gym, so we carpool after work and are becoming friends because of that. On the other hand, the general manager and I also share several common interests. We have golfed together on a few occasions and have spent many a lunch discussing our various common interests. I pride myself on getting to know those around me personally while, at the same time, building strong working relationships.
Be very specific here in discussing your relationships. Talk about how you have been able to build strong relationships with all those around you. Don’t talk as if those who work under you are below you socially, and don’t seem too obsequious when talking about your boss. Though those of higher rank should always command respect, you shouldn’t let them walk all over you. By discussing all the ways you help out your boss, you may be setting yourself up as the company’s next doormat.
Problem-Solving Ability
Q: How do you usually go about solving a problem?
How to phrase it: The first step I take is to figure out all the possible causes for the problem. I then think about the outcomes that could arise from my taking action ; I consider the best- and worst- case scenarios as well as the things that are likely to occur. I then try to relate this problem—and its possible causes—to a larger problem. When I have everything laid out in front of me, it is much easier to make a logical connection between cause and effect, and I can come up with a practical way of resolving the issue.
The key here is to show the interviewer your initiative and your ability to make logical decisions. Convince the interviewer that you are able to solve a problem successfully and that you already have a set plan for tackling such complex issues. What criteria do you base your decisions on? Do others seem to have faith in your problem-solving abilities? If you can, give specific examples of times when you were able to use these problem-solving abilities to a successful conclusion.
Q: Describe a time when you’ve used a problem-solving process to obtain successful results.
How to phrase it: The hotel chain that I work for offers a free night’s stay to any customer who has had an unpleasant experience there in the past. As customer service is a top priority of mine, I took it upon myself to follow up with some of the unsatisfied customers. Upon retrieving the names of all those customers who had complained about our hotels in the past few years, I noticed that several customers were arranging hotel stays around the country through abuse of this policy. I suggested that we set up a flagging program in our computer that would allow the clerk or person making reservations to recognize this customer as someone who had complained in the past.
Hotel employees were instructed to make mention of this customer’s past experience. By stating something as simple as “Mr. Smith, I know that you have had an unpleasant experience with our hotel in the past, and I am happy that you have decided to give us a second chance. If there is anything I can do to make your stay more accommodating, please don’t hesitate to contact me.” For the customers who have had legitimate complaints in the past, this tactic allows us to be able to address their concerns more closely and make them aware that we are working to correct any problems they have found. Those customers who chose to abuse our satisfaction guaranteed policy are warned that their name is on record as having complained in the past, making it less likely that they will do so again after this stay. Because of this new system, our satisfaction rate has improved tremendously, and fraudulent cases have decreased.
You are trying to establish yourself as a fair employee who uses logic to solve difficult problems. When choosing a situation to describe, make sure it defines a real problem and a good solution that has helped in solving this issue. Describe, step by step, how the process you came up with was able to lead to a successful conclusion. What measures or benchmarks did you use to control or manage the process? What were the results?
Q: Tell me about a time when a problem that you failed to anticipate arose.
How to phrase it: My boss had asked me to spend a little time trying to find some inventive ways to cut costs in my department. I immediately got to work and found all sorts of ways to cut barely noticeable amounts of money in various areas that would result in an overall 10 percent decrease in costs. What I hadn’t realized is that each of the department heads had already been asked to choose one area in which they would be willing to cut costs. The department heads responded that there was no area within their department that they were willing or able to cut any costs. Soon after I submitted my solution to my boss, I noticed the apathetic way in which each of the department heads dealt with me. I failed to realize that my solution had already been attempted and that there were a lot of negative feelings associated with my findings.
Green Light Allow yourself to stop and think before answering. A little uncomfortable silence while you work out the best answer to an interview question is better than a careless answer that doesn’t impress.
Everyone has failed to anticipate a problem at some time, even the interviewer. The question is whether you’re secure enough to fess up to it and see it as a learning experience. Discuss an incident in which you failed to see the warning signs that a problem was likely to occur. What did you learn from this experience? How has your judgment changed because of that incident?
Q: Describe a time when a problem wasn’t resolved to your satisfaction.
How to phrase it: During last year’s holiday season, we weren’t able to complete a customer’s order in time. Our production capacity was not sufficient to deliver the entire order on time. As a result, the customer asked for a discount on her order. I was upset by the fact that we did not take initiative and offer the customer a discount at the same time we informed her that her order would not be ready. The sense of goodwill and genuine regret for not having the order ready would have been greater.
This question focuses on the candidate’s standards of quality. Do you let things slide by when there is an easier or better way to solve the problem, or do you work tirelessly to ensure a satisfactory ending? Describe a situation in which you foresaw long-term complications from a problem that was poorly handled. Did you initiate the resolution of this situation? If the solution still wasn’t satisfactory, did you do anything else? If there was nothing else you could do, why not?
Q: Describe an opportunity in which you felt the risks far outweighed the rewards.
How to phrase it: We were given the opportunity to purchase manufacturing equipment at thirty cents on the dollar from a company that had recently dissolved. At the time, we anticipated an overhaul of our manufacturing facility five years down the road. I made the decision that it was too far into the future to spend money only to have idle capacity for a five-year period. If market conditions had shown more promise for new sales in the initial two-year period, I would have gone ahead with it.
The interviewer wants to be assured that the candidate is able to take reasonable risks without being foolish. The best way to answer this question is to offer an example of a time when you were given a decision to make and were able to use good judgment in determining the risks versus the benefits. How was the outcome of your decision preferable to what might have happened? Were you aware of the possible risks? What was the thought process you used to decide against this?
Personal Questions
Q: Tell me about yourself.
How to phrase it: I attended Ace Business College, where I earned my associate’s degree in office technology five years ago. I started working as a library clerk right after I graduated, and after a year I was promoted to assistant circulation manager. I helped the library switch over to a new circulation system about two years ago. I was part of the team that selected the new system, and I helped train our department in its use. In addition to my technical skills, I am adept at troubleshooting. I also work well with customers, helping to solve any problems that arise. I’m now ready to take on a job with more responsibility, and I know I will make a great circulation manager.
This candidate tells the interviewer about his skills and experience and shows why he is qualified for the job. He doesn’t wander off course, revealing information that is irrelevant. The answer is relatively short and, more importantly, to the point.
Q: What do you consider to be your biggest weakness?
How to phrase it: I am very dedicated to my job, and I expect the same level of dedication from other people. Not everyone feels the same way about work and sometimes my expectations are too high.
Wouldn’t every boss love such a dedicated employee? This interviewee knew she had to find a weakness that her prospective employer would see as a strength. Another option is to pick a weakness that is somewhat innocuous.
Q: How do you handle failure?
How to phrase it: I give myself a short time to feel sad, but I don’t dwell on it. Without spending too much energy on it, I always try to figure out where things went wrong. If I don’t do that, I won’t know what I need to do to succeed next time.
This isn’t someone who wastes any time feeling sorry for himself. He’s also smart enough to learn from his mistakes.
Q: Do you prefer to work alone or as part of a team?
How to phrase it: Each situation is different. Having a team to collaborate with works better for some projects, while it’s best for one person to work on other projects. I enjoy being part of a team, but I can work independently, too.
This interviewer shows that she’s flexible and can adapt to working in either situation.
Q: What do you consider to be your greatest strength?
How to phrase it: My greatest strength is my ability to see a project through from its inception to its completion. Each project I am assigned is important to me, and I always make sure it gets the appropriate amount of attention.
Notice the interviewee said each project gets the “appropriate amount of attention” and not “all my attention.” She clearly knows that not all projects need the same amount of attention and indicates that she knows how to prioritize.
Q: Do you like to take risks or are you cautious?
How to phrase it: I’ll take risks, but I always proceed with caution, so I guess I fall somewhere in between. I like to see what my odds are before I take a risk. I also want to know what I stand to gain or lose.
This candidate is a careful decision-maker who isn’t afraid to take risks if there is a high probability of success. He also wants to make sure the risk is worth taking. He’s not a gambler, but he’s not afraid to take chances when it’s appropriate to do so.
Q: We’re not one of those companies that do things the same way year after year. How do you react to change?
How to phrase it: When appropriate, change is important. For example, when I heard about a new payroll system at a conference last year, I did a little investigating, found out it was better than what we were using, and recommended we move over to it.
This interviewee has shown that she doesn’t shy away from change, even providing a good example of how she initiated it at work. She has also shown that she doesn’t jump into change just for the sake of doing something different but, rather, does her homework first.
Q: How do you make decisions?
How to phrase it: I evaluate the situation before I decide what I need to do. If there is someone who has had experience with similar situations, I’m not afraid to ask for advice.
This interviewee isn’t going to make a decision without considering it carefully. She is also very resourceful; seeking advice from people with more experience is always a good idea.
Q: Can you describe your ideal work environment?
How to phrase it: I want to work in an environment where I can use my presentation skills to help the company increase its client roster. It’s important that I work in a fast-paced environment because I like being busy. I want to work somewhere where employees are recognized for their contributions.
Based on some research, she is able to describe both the job that she’s interviewing for and her potential employer. By showing that her ideal fits with what the job requires, she shows that she is the perfect fit for the position.
Q: How do you explain your success in the workplace?
How to phrase it: In this age of technology, human contact is highly underrated. I know how frustrated I get when I call a company and am met with a barrage of computer voices telling me which number to hit and whom to call. In business, I never assume that a customer is satisfied until she has told me so directly. I take a very personal approach to following up with every customer. The feedback that I have received—both positive and negative—has provided valuable insight into the quality and characteristics of our products. What augments my past successes even more is how much the customer appreciates these follow-ups, especially when there’s been some sort of problem and I still have the opportunity to correct it on a timely basis. And the customer feedback doesn’t just benefit me; I’m always passing on customer comments to our production and design teams so that we can ensure we are making the best possible product.
This question is similar to the question, What sets you apart from the crowd?
Again, the key to answering such personal questions is to be honest but not arrogant. You should not be embarrassed to toot your own horn a little.
Endnote: If you’ve accomplished something in the workplace (or anywhere else), don’t be afraid to talk about it. It’s not enough for you to tell the interviewer how great you are. You have to show him specific examples. Discuss the steps you’ve taken to ensure that you are considered a worthwhile employee, and mention that little bit extra that you do. Talk about observations other people have made about your strengths or talents and you’ll continue to make a lasting impression.