CSL Limited (Chinese: 香港移動通訊有限公司) is Hong Kong's first mobile communications operator established in 1983. It operates a world-class GSM / WCDMA /UMTS 900 network in Hong Kong and launched the world’s first dual band 4G LTE with DC-HSPA+ network with the brands 1O1O, one2free and New World Mobility. CSL is part of HKT Group, Hong Kong's premier telecommunications service provider.
CSL Limited (Chinese: 香港移動通訊有限公司) is Hong Kong's first mobile communications operator established in 1983. It operates a world-class GSM / WCDMA /UMTS 900 network in Hong Kong and launched the world’s first dual band 4G LTE with DC-HSPA+ network with the brands 1O1O, one2free and New World Mobility. CSL is part of HKT Group, Hong Kong's premier telecommunications service provider.
Created during HRCU 646 Training and Development at Brandman University, this presentation is the visual portion of a half- to full-day introductory training on hiring and selection.
The accompanying transcript/presenter script can be found at: http://bit.ly/1ApW63x.
Follow-up "simulation" activity can be found at: http://bit.ly/HRCU646-Sim.
Authors:
Justin Orton
Gloria Rayo
Saralyn Smith
1-Career vs. Job
2-How to choose your Career
3-Career Development
4-You should consider Career Development IF.....
5-Factors that Influence Career Development
Not sure if you are getting the most out of your interview? Do you wonder if you are asking the most appropriate questions? This interview training presentation will help! Decrease turnover, take less time to fill a position, and avoid making any mistakes.
Participate in a discussion regarding job readiness program components designed for your community as well as an introduction to a proven Job Readiness curriculum.
Succession Planning
Simple replacement planning. A process that indicates possible internal replacements for critical positions.
Developmental succession planning.
Talent pool planning.
Best practice organizations link succession planning with business strategy.
Competency-based Learning: A Practical Process and Living Case Study Tom Gram
Presentation for Canadian Society for Training and Development CSTD 2014 Conference. Tom Gram (Global Knowledge) and Lawrence Stevenson (IT Source, Workforce Optimization, Ontario Public Service)
Created during HRCU 646 Training and Development at Brandman University, this presentation is the visual portion of a half- to full-day introductory training on hiring and selection.
The accompanying transcript/presenter script can be found at: http://bit.ly/1ApW63x.
Follow-up "simulation" activity can be found at: http://bit.ly/HRCU646-Sim.
Authors:
Justin Orton
Gloria Rayo
Saralyn Smith
1-Career vs. Job
2-How to choose your Career
3-Career Development
4-You should consider Career Development IF.....
5-Factors that Influence Career Development
Not sure if you are getting the most out of your interview? Do you wonder if you are asking the most appropriate questions? This interview training presentation will help! Decrease turnover, take less time to fill a position, and avoid making any mistakes.
Participate in a discussion regarding job readiness program components designed for your community as well as an introduction to a proven Job Readiness curriculum.
Succession Planning
Simple replacement planning. A process that indicates possible internal replacements for critical positions.
Developmental succession planning.
Talent pool planning.
Best practice organizations link succession planning with business strategy.
Competency-based Learning: A Practical Process and Living Case Study Tom Gram
Presentation for Canadian Society for Training and Development CSTD 2014 Conference. Tom Gram (Global Knowledge) and Lawrence Stevenson (IT Source, Workforce Optimization, Ontario Public Service)
Reflections is a guide to help companies and candidates alike to get more out of their recruitment processes. Created by Neon River, a specialist internet and technology industry focused executive search firm, it also provides valuable insight on company compensation structures.
Nucleus - Creating a structured interview processJon Surman
You have set outreach templates and steps in place to source the best candidates. The onboarding process always follows a strict system to ensure new hires feel connected and confident as they settle into their roles
University of Chicago: Master the Interview (Mind Your Career Webinar Series)...Anne Marie Segal
Master the Interview: Effective Strategy and Execution, a Mind Your Career webinar by Anne Marie Segal AM'96, given to alumni of the University of Chicago on May 24, 2017.
Webinar available at https://www.youtube.com/watch?v=8aAJ27GSz-g.
Personal Branding: Job Interview Preparation & Personal Goal Setting is a presentation by Paula Rogito from EDAS Consulting Services (Nairobi, Kenya) for South Sudanese Audience at a weekend masterclass on Job Interview Preparation and Personal Goal Setting organised by Excellence Foundation for South Sudan
Ultimate guide to interviewing for studentsInterviewBull
Tips and advice from graduate recruiters on how to sell yourself and what not to do at interview!
This is the ultimate guide to interviewing for students and recent graduates.
212 BBA3221204 BBA3221CHAPTER 6 Selecting and Hiring Sales.docxeugeniadean34240
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that applicants' performance in school tells something about their mental abilities and personality traits. Anyone who has graduated from high school or college (depending on the firm's requirements) is presumed to have the necessary basic intelligence. Further, a course of study indicates much about a person's interests. Working one's way, at least partially, through school may indicate self-reliance and industry.
Most application blanks ask for information about the candidate's employment history, including periods of unemployment. If a company has certain experience qualifications, the application blank is a good tool for determining whether a candidate meets these requirements. Companies also usually like to know the reasons why a person left each previous job. If possible, the prospective employer should verify these reasons with someone other than the applicant.
Companies ordinarily are interested in the socioenviroomental qualifications of prospective employees. Questions may be asked on topics such as the following:
Membership in social, service, and business organizations.
· Offices held in organizations.
· Hobbies, athletic endeavors, and other outside interests.
Information on the prospect's socioenvironment can be extremely helpful because it reveals something about his or her interests, capabilities, and personality. Active participation in organizations may indicate an ability to meet and mix with people. Holding office may imply leadership traits and administrative abilities.
Once again, remember that questions about age, marital status, religion, or any of the points discussed above must comply with federal laws and regulations.
Personal Interviews
Nature and Purpose
Virtually no salesperson is ever hired without a personal interview, and there are no satisfactory substitutes for this procedure. Much has been written about the use of weighted application blanks, various kinds of tests, and other aids in hiring. But none of these tools completely takes the place of getting to know applicants personally by talking to them.
A personal interview is used basically to determine a person's fitness for a job. Moreover, personal interviews disclose characteristics that are not always observable by other means. An interview is probably the best way to find out about the recruit's conversational ability, speaking voice, and social intelligence. By seeing the applicant in person, an executive can appraise physical characteristics such as general appearance and care given to clothes. As noted in a recent survey of 651 executives, image does matter in hiring decisions.2 (See the box titled "Image Matters.*) The interview also may reveal certain personality traits. The interviewer may note the applicant's poise under the strain of an interview, along with any tendency to dominate or lead a conversation.
Management of a Sales Force, 12th.
Julie Sykes, of Yorkshire based HR specialist consultancy JCS HR, explains the principles to ensuring you recruit the best, most appropriate, people for your business.
In any business, staff can have a critical impact on success, and this is particularly true in SMEs where employee numbers tend to be lower and therefore the impact of someone who is not giving their best, or who is not a good fit for their role, can be much greater.
Yet, given this fact, most small businesses – if they were being honest – would acknowledge that they are much less rigorous in the processes they apply to the recruitment of staff than those they apply if making a decision to invest a similar amount – or even smaller amount - of money in a piece of capital equipment.
E book - Hiring tool kit for Smart RecruitersTalview
Talview E-book for recruiters gives a complete working tool kit for recruiters for a better and quality hiring. The E-book is divided into brief Six chapters where it gives complete information about the innovative change in the Talent Acquisition Department.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
3. Competency Based Interviews
www.InterviewGold.com 1
ompetency Based Interviewing is now
widely regarded as the most popular
technique for employers to use. In fact,
the Chartered Institute of Personnel and
Development (CIPD) recently reported that
78% of interviews are now Competency
Based.
They are reported to give more accurate
hiring decisions however for many candidates
they can be a real challenge. In this guide I
provide you with advice along with some
sample answers. Use these as a tool when
formulating your answers with your own real-life examples.
The Basics
Competency based interviews (CBI) are sometimes called structural interviews, behaviour
interviews, or evidence-based interviews. Whatever the terminology, the common aim is to
use specifically targeted competency questions to discover whether or not an applicant
matches the requirements of the position.
In your competency based interview, the employer will explore particular skills, behaviours
or competencies, as they are formally called. While traditional interviews involve random
open questioning, these interviews are more systematic, with each question targeting a
specific competency. The questions themselves are phrased in a very specific way designed
to elicit how you behaved during a particular situation.
In preparing for a CBI the interviewer will build a list of questions relating to each of the
required competencies. In some interviews, you will be asked just one question per
competency while others may explore using 2 or more questions per competency with
additional probing questions.
These will draw out the information necessary to establish whether a candidate will be likely
to fulfil the needs of the job. This system concentrates on the actual capabilities of a job
candidate rather than being open to the individual and possibly arbitrary opinion of a single
interviewer who may have a personal bias based more on gut feeling than substantive fact.
“
C
“Competency Based Interviewing removes the risk of personal bias
and makes the hiring process fairer.”
4. Competency Based Interviews
www.InterviewGold.com 2
The History
Since the mid 1980s competency frameworks have been recognised as extremely important
in the context of staff recruitment. The competency framework sets out the specific skills
required for adequate and effective performance in a job.
The use of competencies was seen as a way to standardise the
measurement of performance and to help with training and
improving the skills of existing staff in an organisation, and then
became even more important as an aid to staff recruitment.
The benefits include a more accurate selection of candidates, and a
better performing workforce. Competency based interviewing helps
to standardise the process and remove personal bias from the more traditional type of
interview process.
Competencies Explained
Put simply, competencies are the skills, knowledge and behaviours needed to deliver a
successful performance in a job. There can be anything from six core competencies and
upwards required in most roles and these will be detailed in the employer’s Competency
Framework. Competencies are often categorised as follows*:
Core Competencies Personal Competencies Managerial Competencies
Achieving Results
Analytical Thinking
Attention to Detail
Building Relationships
Communication
Coping with Pressure
Creativity (Conceptual
Thinking)
Customer Focus
Decision Making /
Judgement
Negotiation
Organisational Awareness
Persuading and Influencing
Planning and Organising
Problem Solving
Adaptability and Flexibility
Determination and Drive
(Resilience)
Empathy and Sensitivity
Initiative
Interpersonal
Motivation / Commitment
Professional integrity
Respect for Diversity
Self Confidence and
Assertiveness
Vigilance and Situational
Awareness
Conflict Management
Developing / Empowering
Others
Financial Management
Leadership
Operational Management
Project and Change
Management
Strategic Thinking / Vision
5. Competency Based Interviews
www.InterviewGold.com 3
Team Working
(Collaboration)
Technological and IT
Awareness
* When you join InterviewGold, you will get questions and expert STAR answers covering
over 32 different competencies and behaviours
Civil Service Behaviours
The UK Civil Service is using a relatively new framework for recruiting called Success Profiles.
Despite the change, competencies continue to form a major part of the Success Profiles
system and there are now 9 core behaviours some of which you will be examined on
depending on the role and level you are applying at.
These are as follows:
• Changing and Improving
• Communicating and Influencing
• Delivering at Pace
• Developing Self and Others
• Leadership
• Making Effective Decisions
• Managing a Quality Service
• Seeing the Big Picture
• Working Together
If preparing a Civil Service application or interview, you must have a strong, detailed
example to talk about, one which shows your effectiveness with the relevant behaviour.
Your answer must also show required strengths and it will be scored both on these and the
correct positive behaviours they will look for.
Click her to learn how you can get detailed STAR answers covering all of the 9 Civil Service
behaviours. Both 250 word answers for application and longer more detailed for interview.
6. Competency Based Interviews
www.InterviewGold.com 4
Competency based interview Questions
It might feel like a conversational encounter, but competency based interviews are in fact
extremely structured. Each candidate is usually asked the same questions in the same order
and with the same amount of time and prompting. This keeps the interview process fair to
all candidates.
Answers are noted and then scored.
The exact questions asked will vary and are targeted at those competencies seen as
essential to the role you are applying for. Competency questions require you to provide
specific examples of how you dealt with a situation and usually start with:
• Tell me about a time when you....
• Give an example of a situation where....
• Describe a scenario....
Probing or Follow On Questions
A word about probing questions: Be prepared for probing or follow on questions exploring
your answer in more detail. These are designed to find out what you were thinking, what
your motivations were and what process you followed.
For this very reason we caution against using sample answers or stock answers; with some
carefully targeted probing questions you may be found out.
Here are some probing questions for the competency of Problem Solving:
• How was this problem affecting others?
• Why did you regard this problem as significant?
• What obstacles did you encounter when resolving this problem?
• What information did you use to resolve the problem?
• What resources did you call on to help?
• What did you learn from this situation?
• What would you have done differently?
“You can often work out the questions by studying the job
description and person specification.”
7. Competency Based Interviews
www.InterviewGold.com 5
Scoring Used in Competency Based Interviews
Decisions will be made based on evidence and this is why the examples you use should be
selected carefully. They must demonstrate the positive behaviours required.
Organisations will score and assess in different ways and here is a sample scoring sheet used
by a large UK employer.
Score
Little or no evidence of positive behaviours
High level of negative behaviours shown
1
Some evidence of positive behaviours
Significant level of negative behaviours shown
2
Demonstrates similar amounts of positive evidence and negative
evidence
3
Demonstrates positive evidence of competence
Low level of negative behaviours shown
4
Demonstrates positive evidence of a high level of competence
Few/no negative behaviours shown
5
Total Score Awarded
Click here to get INSTANT ACCESS to competency based interview questions
and brilliant STAR answers SPECIFIC TO YOUR JOB >>
8. Competency Based Interviews
www.InterviewGold.com 6
How to Answer
Most competency based and behaviour questions
require you to give a real-life example of a past
situation you have been involved in. This sounds
straightforward however it is very easy to give a
long rambling answer resulting in a low score.
Your response needs to be relevant and sufficiently
detailed to show that you understand what is
required, that you possess the core competency and
can use it effectively.
The key to an effective and top scoring competency answer lies in its structure and there are
two standard formulas we recommend using, the STAR or IPAR formulas.
Both are very similar and in summary:
STAR IPAR
S = Situation
T = Task
A = Action
R = Result
I = Introduction
P = Problem
A = Action
R = Result
Feel free to use the STAR if you are familiar with it however the IPAR technique is favoured
by us. The key difference is that IPAR starts with an Introduction which should summarise
the success in a strong single sentence. For example:
“During the past 12 months, I devised, implemented and delivered a cost reduction
programme resulting in savings of over 25% across the department.”
This is a powerful sales statement which will stay in the interviewer’s mind throughout. It
sets the scene and grabs their attention and they will automatically want to hear more.
“Approach each answer as if you were recalling a story with a
definite start, middle and end.”
9. Competency Based Interviews
www.InterviewGold.com 7
Sample Answers Using IPAR Formula
Over the next pages you will find sample answers* using the STAR method.
These have been taken from the InterviewGold online training system. In the training, you
will learn how to use the IPAR formula too, a great way to really sell your answers.
As with any sample answer we discourage their use directly in an interview. Instead, you
should respond with examples based on your own individual experience. In this way you will
be able to answer the probing and follow-on questions with ease.
* Please note these are generic examples however InterviewGold Online provides you with
template sample STAR answers which are specific to your role. Use these templates
alongside the powerful Answer Builder feature to create your own expertly crafted answers.
Learn more here https://www.interviewgold.com/competency-based-interview.html
Q. Tell me about a time when you used your initiative to resolve a difficult
situation?
Competency: Initiative
Positive Behaviours: • Is able to work independently and to complete tasks
without constant or excessive supervision
• Has the capacity to identify an opportunity to improve a
process without being asked
• Acts quickly to address a crisis situation drawing on
appropriate resources and experience with similar
situations
• Identifies likelihood of a problem arising and takes action to
minimise the impact
• Continuously looks to maximize potential opportunities in
the future by drawing on personal experience
S = Situation I recently introduced a system which has reduced the time it takes
to deal with customer complaints from 7 days to 2 days.
T = Task Soon after I started with my current employer, I identified that we
were receiving a lot of customer complaints via email and
telephone. However we had not developed any structured method
to handle these and on average it was taking the team 7 days to
resolve a complaint. I realised this was a serious issue for us which
10. Competency Based Interviews
www.InterviewGold.com 8
could damage our reputation and relationship with our customers
and result in a loss of revenue.
A = Action I documented the existing process used to deal with complaints. I
interviewed the complaints team, gathered their views on the
process and how they thought it could be improved.
I completed a workflow process map and identified where the
delays were occurring and where most time was being spent.
I then designed an improved process map and alongside this
developed a business case clearly outlining the benefits of
implementing this action.
I investigated the causes of the complaints, examined the systems
in use and cross referenced back to other Customer Relationship
Management models and software I have used elsewhere.
I presented my business case to my manager, outlining the causes
of the delays and my proposed solutions. I demonstrated how the
new processes would work and what the expected outcomes were.
I achieved successful signoff and I implemented the new process
successfully. Throughout I communicated with all stakeholders,
overcame obstacles and stayed focussed on the end objective.
R = Result I’m pleased to say that I delivered the new system on time and
within budget and as a result, the team can now address 100% of
complaints within 2 days. It’s a great achievement and one which I
am very proud of.
11. Competency Based Interviews
www.InterviewGold.com 9
Q. Tell me about a recent situation where you worked
particularly effectively in order to achieve a successful
outcome.
Competency: Delivering at Pace (Achieving Results)
Positive Behaviours: • Strives to be the best, continually delivering, measuring and
improving
• Sets goals and works to meet them with energy and drive
• Remains persistent when obstacles are encountered
• Stays focussed on the end objective
• Completes tasks and duties to a high standard
• Creates a climate that relentlessly strives for excellence
• Takes responsibility for own actions and encourages others to be
the best they can
• Uses initiative to develop goals for self and takes independent
action to achieve results
S = Situation In my role as Marketing Manager for the Euro Hotels Group, I created and
implemented a new Marketing plan that resulted in a 300% increase in
room reservations.
T = Task Soon after joining, I discovered that reservations were falling and I
proposed a review of existing marketing activities. I am constantly
looking for new and better ways to do something and I was pleased to
take on this challenge.
A = Action Firstly, I completed a current state assessment, I requested feedback
from our client database, and I analysed it for trends. I investigated what
our competitors were doing and researched general market trends.
From this and with knowledge from my past campaigns I created a
detailed report which included a target goal which I calculated was
achievable.
I presented my recommendations to the Board, I demonstrated the risks
of a continued drop-off in sales and I outlined how these would be
reversed through adoption of my marketing ideas.
The Board were initially sceptical however I persevered, I remained
persistent and I persuaded them to give me sign off for implementation.
I encouraged all the staff to buy-in to the long term benefits - we would
keep our jobs and create a centre of excellence.
12. Competency Based Interviews
www.InterviewGold.com 10
I maintained a strong focus on the end objective when designing and
implementing my new initiatives which included email marketing,
weekend offers and specific Facebook and Twitter promotions.
R = Result Within three months, bookings were up by over 50% and within a year I
had increased bookings threefold. I was very pleased with the response
not just in terms of the business but also the feedback I got from my
manager which was excellent.
13. Competency Based Interviews
www.InterviewGold.com 11
Q: Give me an example which demonstrates your ability to
develop successful working relationships.
Competency: Working Together / Building Relationships
Positive Behaviours: • Clarifies the potential opportunities and consequences of
proposed changes and explains the process, implications and
rationale to those affected by it
• Applies standard project management principles
• Anticipates potential resistance to change and implements
approaches that address resistance
• Has the capacity to build, motivate and lead a team to deliver
against pre-set objectives
• Takes responsibility for progress and initiates corrective actions
where necessary
• Conducts effective planning and manages resources, risks and
issues efficiently
• Delivers change successfully to quality and cost constraints
S = Situation Last year, while working as a Graduate Account Coordinator for an
events company, I succeeded in building a strong relationship with a
major client, extended the contract period by one year and increased
revenue by 27%.
T = Task On joining my employer, I contacted my client to introduce myself and
to start the relationship building process. However, my client advised
me he was cancelling his contract with us as my predecessor had failed
to deliver as promised. I knew this would be a major loss and I
successfully persuaded the client to meet me in person to review the
situation.
A = Action On meeting with the client I highlighted my background and skills, I
aimed to create a good rapport through building trust and agreeing
shared objectives. Where I could, I admitted our faults and moved the
conversation to looking forward rather than backwards.
I defined joint and shared business objectives with my client and used
my negotiating skills to secure consent to a revised Service Level
Agreement.
Back in the office I scheduled a meeting with my fellow Account
Managers to gain their insight into the client and how we could best
improve services at events. They suggested I set up an internal working
party to address areas of concern that we and the client had as we got
14. Competency Based Interviews
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closer to the event date and I found this was really effective at building
a collaborative relationship.
The next event with the client went really well and at the post-event
review meeting he agreed to extend the contract initially for a further
three months.
During that period, I continued to build our relationship, by meeting
with the client on a weekly basis to review progress and provide regular
team updates.
R = Result After those three months, the client was so pleased with my
performance that he extended the contract for a further year. I’m
pleased to say that during that year he increased his expenditure with
us by 27%.
15. Competency Based Interviews
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