201 Knockout Answers to Tough Interview Questions The Ultimate Guide to Handling the New Competency-Based Interview Style Linda Matias , , CIC NCRW JCTC American Management Association New York • Atlanta • Brussels • Chicago • Mexico City • San Francisco Shanghai • Tokyo • Toronto • Washington,D.C. Special discounts on bulk quantities of AMACOM books are available to corporations,professional associations,and other organizations.For details,contact Special Sales Department, AMACOM,a division of American Management Association, 1601 Broadway,New York,NY 10019. Tel.:800-250-5308. Fax:518-891-2372. E-mail:[email protected] Website:www.amacombooks.org/go/specialsales To view all AMACOM titles go to:www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered.It is sold with the understanding that the publisher is not engaged in rendering legal,accounting,or other professional service.If legal advice or other expert assistance is required,the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Matias,Linda. 201 knockout answers to tough interview questions :the ultimate guide to handling the new competency-based interview style / Linda Matias. p. cm. Includes bibliographical references. ISBN-13:978-0-8144-1500-9 ISBN-10:0-8144-1500-8 1.Employment interviewing. 2.Core competencies. I.Title. II.Title: Two hundred and one knockout answers to tough interview questions. III.Title: Two hundred one knockout answers to tough interview questions. HF5549.5.I6M3178 2010 650.14'4—dc22 2009014411 © 2010 Linda Matias. All rights reserved. Printed in the United States of America. This publication may not be reproduced,stored in a retrieval system, or transmitted in whole or in part,in any form or by any means,electronic, mechanical,photocopying,recording,or otherwise,without the prior written permission of AMACOM,a division of American Management Association, 1601 Broadway,New York,NY 10019. Printing number 10 9 8 7 6 5 4 3 2 1 Contents Introduction vii 201 Competency-Based Interview Questions at a Glance xi PART I: THE FUNDAMENTALS 1 Chapter 1:What Are Competency-Based Interviews? 3 Competency-Based vs.Traditional Interview Questions 3 Proficiencies That Competency-Based Questions Measure 5 Industry-Specific Competencies 6 Chapter 2: Preparing for Competency-Based Interview Questions 23 Identify and Highlight Your Accomplishments 23 When You Lack Specific Experience 24 Industry-Specific Accomplishments 25 Identify Your Core Competencies 30 Keep SOAR in Mind 34 Chapter 3: Leverage Your Competency-Based Résumé 36 Competency-Based Résumé Tips 37 Accomplishment-Based Information 38 The Objective or Profile Statement 39 The Professional Experience Section 41 Selected Résumé Formats 43 American Management Association www.amanet.org iv CONTENTS Chapter 4:Why Candidates Do Not Get Hired 47 When Examples Go Wrong 47 A Negative Mind-Set 49 A Potpourri of Other Interview Mistakes 50 Chapter 5: Seven Ways to Stand Out During the Interview 52 Write a Personal Brand Statement 53 ReduceYour Anxiety 54 ImproveYour Speaking Voice 55 Be Concise 56 Common Words and Phrases to Avoid 56 Make Specific Statements 58 Script or Outline Your Responses 59 PART II: COMPETENCY-BASED QUESTIONS AND ANSWERS 61 Chapter 6: Competency #1—Individual Responsibility 63 Decisiveness 63 Independence 70 Flexibility 77 Career Goals 85 Chapter 7: Competency #2—Managerial/Leadership Skills 93 Leadership 93 Employee Motivation 100 Ability to Delegate 107 Strategic Planning 114 Chapter 8: Competency #3—Personal Motivation 122 Ambition 122 Initiative 129 American Management Association www.amanet.org CONTENTS v Chapter 9: Competency #4—Analytical Skills 137 Problem Solving 137 Attention to Detail 145 Chapter 10: Competency #5—People Skills 153 Team Orientation 154 Customer Service 161 Communications 167 PART III: THE END OF THE INTERVIEW 177 Chapter 11: Closing the Job Interview 179 Some Closing Mistakes 180 The Closing Statement 181 Chapter 12:The Interview Follow-Up 184 Follow-Up Pointers 185 Competency-Based Follow-Up Letters 186 Contributors 197 About the Author 199 American Management Association www.amanet.org This page intentionally left blank Introduction The job interview.It’s a constantly evolving environment.Just when can- didates think they have figured it all out,they are exposed to competency- based interview questions (also known as behavioral-style interviews) that leave them clueless as to how to respond. Competency-based interviews are quickly gaining popularity among hiring professionals as the most effective questioning strategy to identify and hire the right people. But what are competency-based in- terviews and how do these interviews work? Competency-based in- terviews are when interviewers focus on core competencies that are essential for success on the job. In addition, behavioral-style interview questions target the candidates’ accomplishments, which gives them an opportunity to showcase their successes. This book presents 201 competency-based interview questions that you are likely to be asked so you will know the best way to answer these questions.This book provides the tips and guidance you need to succeed in today’s competitive marketplace.To make it easier to navigate through the book, the information is split into three parts. Part I: The Fundamentals. Whenever a new interview method, such as the competency-based interview, is introduced, it’s normal for applicants to feel insecure. The key is to not let self-doubt get the best of you, lest you run the risk of getting tongue-tied and making a poor impression. Filled with easy-to-grasp concepts and easy-to-follow advice, Part I effectively prepares you to enter this new world of in- terviewing. Part II:Competency-Based Questions and Answers.This part of the book is its core.With these 201 interview questions and answers,you will come away with a clear understanding of how to broach this type of question- American Management Association www.amanet.org viii INTRODUCTION ing strategy.Each answer has three components:situation,action (or ob- servation), and result. The breakdown of competencies, along with the questions and typical answers,provides you with a variety of objectives and sample responses you can use as a guide when preparing for interviews. Part III:The End of the Interview.The way you manage the end of the interview, and the course you take once the interview is over. can have a significant impact on whether or not you are offered the position. Complete with a post-interview analysis,this section provides scripts on how to close the interview and sample follow-up letters you can tailor to fit your situation. Key Attributes and Career Values Key attributes and career values are personal characteristics and work strengths that employers will measure during job interviews.In the body of this book you will learn how to identify your fundamental compe- tencies and shape each to appeal to employers. However, to begin, you can use your current job description to identify your employment-based traits and your basic career values. Here’s how to do it: Step 1. Pull out your job description and jot down your duties and responsibilities. Step 2. Write down the actions you take to accomplish each duty. Step 3.Identify the career values and key attributes important to each. As an example,see Figure I-1.This shows what one person,presently working as a quality assurance manager, came up with when he followed the three steps just described.As you can see, he took his current job de- scription (to create a safe environment, to conduct OSHA meetings, and to file accident reports) and paired those duties with the actions he took to perform those duties and the employer-desired values and key employee attributes inherent in those actions. Gathering this job information and viewing it in this manner— in terms of key attributes and career values—will provide you with the resources you need to answer the kinds of competency-based questions that have been presented in this book. American Management Association www.amanet.org INTRODUCTION ix Figure I-1 Job Title: Quality Assurance Manager Duties and Responsibilities Action Steps Career Values/Key Attributes 1. Create a safe environment • Coordinate safety Organizational, leadership, inspections to determine and strategic planning skills weaknesses • Prepare reports on Analytical, problem-solving, corrective actions and written communication skills • Incorporate OSHA Organizational standards in training management, written materials communication skills, 2. Conduct OSHA meetings adhere to regulatory compliance • Implement logistics and Time management, project pace training sessions management • Train employees Verbal communication skills, leadership skills • Talk to employees Investigative and verbal 3. File Accident Reports regarding accident communication skills • Complete workers Written communication compensation paperwork skills The Competency-Based Questions Chapters 6 through 10 present the 201 questions and give sample re- sponses,keyed to the Key Attributes and Career Values described above. As a further aid,I have presented just the questions in the following sec- tion—you might see how well you can answer them right now,even be- fore beginning to read this book. Then compare your initial responses with those in the chapters that follow. In this increasingly competitive world, securing a job position—especially the position that you want and that will advance your career—requires solid communication skills and the ability to answer these tough competency- based questions.With this guide you will be well on your way to getting that job offer. Good luck! American Management Association www.amanet.org