Key Skills In Interviewing● Preparation and practice● Active listening● Building rapport● Control the content● Selling yourself
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
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
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?
Mastering the Behavioral InterviewDescribing past accomplishments or scenarios● Situation● Task● Actions● ResultsDescribing Yourself● Feature● Benefit
Selling Your AccomplishmentsQuestion: Tell me about a time a when you handledan 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.
Selling Your AccomplishmentsQuestion: Tell me about a time a customer wantedyou to make an exception, and you felt you shouldstick to policy.Situation:Task:Action:Result:
Discussing Characteristics, Strengths, WeaknessesQuestion: 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-dolist.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 myfingertips. That lets me work efficiently and get more done everyday.
Discussing Characteristics, Strengths, WeaknessesQuestion: Why do you enjoy working in customerservice?Feature:Benefit:
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.
Discussing WeaknessesQuestion: 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…..Thatway I don’t let it get in the way of doing a good job.
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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