Structured Interview Deliverable
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Competency: Interpersonal Skills
Definition: Effectively communicating, building rapport and relating well to all kinds of people, especially customers
Lead Question: Describe a situation in which you had to deal with individuals who were difficult, hostile, or distressed.
Probes:
What did you determine to be the most critical issue to address at the moment?
What actions did you take that proved to be effective?
What was the outcome?
Level
Interpretive Guide
Rating
Preferred
Anticipates potential problems with hostile individual and identifies and evaluates potential sources of information
Cooperates and works with the individual to understand the complaint and establishes and maintains a relationship with the individual without emphasizing blame
Effectively handles situations involving a moderate/high degree of stress involving individuals demonstrating hostility or distress
Satisfactory
Cooperates and works with the individual to understand complaint
Shows empathy towards the individual concerns with neutrality
Effectively handles situations involving a moderate/high degree of stress involving individuals demonstrating hostility or distress with the help of management
Not Preferred
Cooperates and works to understand the individuals complaint but losses patience
Remains courteous but emphasizes the other individuals fault
Failed to effectively handle situation without involvement from a third party
Competency: Self-Management
Definition: Demonstrating self control and an ability to manage time and priorities
Lead Question: Tell me about a time when you felt overwhelmed by having to complete many tasks quickly.
Probes:
What lead up to the situation?
What steps did you take to reach to the outcome?
How did you feel after the outcome?
Level
Interpretive Guide
Rating
Preferred
Remains calm and gathered
Works through all tasks systematically
Accomplished all tasks in due time without any guidance from management
Satisfactory
Feels overwhelmed but is able to regain posture
Accomplished all tasks without a systematic approach
Accomplishes tasks in due time with guidance from management
Not Preferred
Becomes flustered, unable to regain posture
No systematic approach utilized, unorganized
Accomplishes the task, but unable to meet the deadline even with the help of management
Competency: Initiative
Definition: Taking initiative in learning and implementing new concepts, technologies and/or methods
Lead Question: We all struggle from having to learn new concepts, sometimes at a moments notice, please provide an example of a time when you had difficulty with a new task or concept.
Probes:
Were you satisfied with the end result?
What would you do differently, next time?
What skill did you acquire from completing that task?
Level
Interpretive Guide
Rating
Preferred
Clarifies the task to be completed before beginning the task, and ensures the information is clear and understood by him/herself to management
Acknowledges and takes account of, available resources e.g. time, people, guidebooks, etc.
Monitors progress regularly with reference to agreed objectives and standards, and makes suitable adjustments if necessary
Delivers