The document provides guidance for conducting behavioral interviews at Citrix. It outlines the objectives of interviewing and selection training which includes learning how to use behavioral interviewing techniques. It describes key components of behavioral interviewing such as focusing questions on the essential job functions and using open-ended questions. Sample behavioral interview questions are provided addressing skills such as coping with stress, motivating others, and taking initiative. Guidance is given on preparing for an interview, including developing an interview plan and evaluating candidates based on the required technical and behavioral skills for the target position.

1. Interviewing & Selection Participant Guide

2. Interviewing & Selection at Citrix Course Objectives At the end of “Interviewing & Selection”, you will be able to : List benefits of Behavioral Interviewing List steps of an effective interview Use a tool for planning a behavioral interview Define the behavioral indicators needed in a position Construct behavioral interviewing questions and probes Ensure support of Citrix’s diversity values and the EEO anti- discrimination guidelines Interviewing and Selection

3. As you watch the video, identify the key components of Behavioral Interviewing: 1. Focus questions on the E_ ssential __ functions of the job based on the Job D ___ escription __. 2. Ask O_ pen ____ E___ nded ___ questions. 3. Allow S__ ilence _____ after asking questions. 4. Use R_ apport _ B__ uilding _ questions. 5. Take N__ otes __ and explain why. 6. Get S__ pecific ___ answers to your questions. 7. Maintain C_  ontrol ___ of the interview. 8. Seek C_ ontrary  __ E_ vidence _ ___. 9. The best predictor of F__ uture ____ B__  ehavior  _ is P_ ast  _______ B_ ehavior ___. . “ More Than A Gut Feeling” Interviewing and Selection

4. “ More Than A Gut Feeling” Key Points How to plan an interview How to build rapport How to evaluate skills objectively How to effectively use silence when interviewing How to uncover past, person & work behaviors How to use examples of past behaviors to predict future performance Interviewing and Selection

5. Guide to Steps of an Effective Interview Interviewing and Selection Preparation

6. Open Ended: A question that requires a narrative response rather than a yes or a no Closed Ended: A Yes or No Question, or one that can be answered with a simple one word answer such as a number or a date. Rapport: A question designed to build trust and familiarity Self-Evaluation : A question that requests the subject to rate himself Hypothetical: What if_____happens? What would you do when……? Discriminatory: A question that will be unfair in considering the subject for a position because it judges them by race, religion, age or other protected classes Behavioral: A question that asks for an example of a past behavior, used to judge the skill level of a subject in a particular behavioral area. Types of Interview Questions Interviewing and Selection

7. Job Description :Billing Maintenance Representative Position Summary: Order Management Billing Maintenance Representative will be responsible for managing the invoice creation process, via various means of invoicing customers. Representative will be accountable for ensuring sales orders are invoiced accurately and timely. Representative will also be responsible for assisting in all Billing Maintenance and Records Management functions. Qualifications and Requirements Primary Accountabilities include but are not limited to: • Reconciliation of orders against invoices • Adherence to customer and financial requirements for on-line invoicing • Maintaining organized files of orders that requires specialized invoicing • Responsible for logging orders invoiced via specialized means and working with AR to review outstanding POs that require invoicing • Responsible for ensuring all proper documentation is associated to orders • Review of all government orders; and invoicing standards compliance • Update and maintain master file of customers that require specialized invoicing services • Responsible for ensuring all internal and external audit requests are fulfilled in a timely manner • Scan and link documents to internal database • Scan various types of documents for electronic retention of hard copy documents • Execute and analyze quality control reports to ensure control adherence • Must be able to organize daily tasks across multiple Order Management functions to ensure that issues are researched and resolved in a timely manner • Ability to communicate status to managers in a timely manner • Complete assigned tasks as they relate to special projects • Required to work month/quarter end Qualifications: (Knowledge, skills, abilities) Excellent organizational skills, attention to detail, follow through and record keeping skills are critical. High School Diploma and 2-3 years relevant experience required. Candidate should have excellent verbal and written communication skills, the ability to work under pressure, and maintain a pleasant, professional attitude towards team members and customers. Effective and professional demeanor in conducting conversations with team members and customers required. Interviewing and Selection Sample Job Description from Citrix Website

8. Interview Guide Preparation Checklist Target Position _ Billing Maintenance Representative ___ Date ____________ Candidate ____________________ Interviewer _____________________ Technical Skills Needed: Basic Microsoft Excel use Chronological organization of files Behavioral Skills Needed: 1.Attention to detail 2. Follow through 3. The ability to work under pressure/ cope with stress 4. Maintain a pleasant, professional demeanor and voice Interview Plan OPENING: Provide information about the position and organization . 2. INFORMATION GATHERING Brief review of experience Assess technical skills Transition to Behavioral Skills Behavioral Questions: Attention to Detail: Tell me about time when you were able to detect a small error or problem and fix it before it affected anyone else. Work under pressure: Describe one of the most stressful interactions you ‘ve had with a difficult customer. 3. INFORMATION GIVING Explain the essential functions of the job, and ask the candidate if he or she can perform the essential functions. (Required in the United States.) Explain Selection Process 4. CLOSING: Additional job info, invite questions, thank the candidate 5. EVALUATION: Mark ratings 1-3 against all skills listed above Interviewing and Selection

9. Interview Guide Preparation Checklist Target Position_______________________________Date ____________ Candidate ____________________ Interviewer _____________________ Technical Skills Needed: Behavioral Skills Needed: Interview Plan 1. OPENING: Provide information about the position and organization . 2. INFORMATION GATHERING Brief review of experience Assess technical skills Transition to Behavioral Skills Behavioral Questions: 3. INFORMATION GIVING Explain the essential functions of the job, and ask the candidate if he or she can perform the essential functions. (Required in the United States.) Explain Selection Process 4. CLOSING: Additional job info, invite questions, thank the candidate 5. EVALUATION: Mark ratings 1-3 against all skills listed above Interviewing and Selection

10. Sample Behavioral Interview Questions Coping with stressful situations and interpersonal conflicts 1. Tell me about a time when you had to cope with strict deadlines or time demands. Give me an example. 3. When have you had to cope with the anger or hostility of another person? Be specific. 4. It is not unusual to be in a setting at work that will be physically demanding or hazardous. Tell me about a time when you were able to do a job in spite of difficult conditions. 5. Sooner or later we all deal with interpersonal conflict or personal rejection at work. Give me an example of a time when you had to cope with these demands. 6. Tell me about a team member from whom it was tough to gain cooperation. How did you handle the situation? Motivating others and Leadership skills 1. Give me an example of a time when you used facts and reason to persuade another person to take action.Be specific. 2. Even though the use of authority in a leadership role is not popular, it IS necessary in some situations. Give me and example of some situation when you used your authority to influence anotherindividual. Be specific. 3. Organizations are built on the principle of delegation. Give me an example of the greatest success you ever had in the use of delegation. Take time to think of the best example you can and be specific in describing it. 4. Instead of simply using authority to influence another individual, it is sometimes desirable to lead other persons by setting a positive example Initiative/ Action Oriented 1. Give me an example of a time when you had to go above and beyond the call of duty in order to get a job done. 2. Can you tell me about a job experience in which you had to speak up and tell other people what you thought or felt? 3. Tell me about times when you seized the opportunities, grabbed something and ran with it yourself. 4. Have you ever started something up from nothing – give an example? 5. Give me a specific example of something you did which helped build enthusiasm in others Interviewing and Selection

11. Answer: Situation/Task Action Result STAR answer format 1. Question: __________________________________________ Interviewing and Selection 2. Question: ____________________________________________ Answer: Situation/Task Action Result

12. Interviewing and Selection Follow-Up Questions for Complete STARs Situation or Task Questions 􀂄 Describe a situation when… 􀂄 Why did you…? 􀂄 What were the circumstances surrounding…? 􀂄 What was the most memorable time when that happened? 􀂄 Describe what led up to that. Could you give me a specific situation in which you used that approach? 􀂄 What caused you to…? 􀂄 When was that? 􀂄 Who was that customer (coworker, team member)? What were you reacting to? 􀂄 What was your part of the project,and how did you handle it? Action Questions 􀂄 Exactly what did you do? 􀂄 Describe specifically how you did that. 􀂄 What did you do first? Second? 􀂄 Describe your specific role in the project. 􀂄 Walk me through the steps you took. 􀂄 How were your actions different here from…? 􀂄 How did you react? Result Questions 􀂄 What was the result? 􀂄 How did it work out? 􀂄 What problems/ successes resulted from…? 􀂄 What feedback have you gotten? 􀂄 How did that affect…? 􀂄 How were these outcomes directly related to what you did? 􀂄 How did you know that what you did was effective? Follow-Up Questions To Turn False STARs into True STARs 􀂄 Can you give me a specific example of when this recently happened? Describe one particular time when… Walk me through the process step by step, explaining what your role was. Exactly what part did you play? 􀂄 Follow-Up Questions To Obtain Additional STARs 􀂄 Compare this situation to one in which you… Can you describe another time when you… How about another example of…