INTERVIEW QUESTIONS

Administrator/Accounts Clerk/Warranty Clerk/Payroll

  1. Analytical Thinking

Analyses and understands information/data to draw conclusions.

a)Describe a situation where you identified a problem or issue and gathered relevant information in order to rectify it.

How did you recognise the problem?

How did you determine the cause of the problem?

What information did you gather to support your claims?

Who did you approach with your findings?

How did you present your information?

What happened as a result of this information?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe a situation where you needed additional information in order to complete a specific task correctly.

How did you identify what additional information you needed?

How did you gather this information?

Did you involve anyone else in this task, if so how did you involve them?

What was the reaction?

What steps did you take to ensure the same problem did not occur again?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

  1. Continuous Professional Development

Actively seeks to improve knowledge, skill, and performance levels by accepting new tasks and responsibilities and undertaking training and development initiatives.

a)Describe a situation where you identified a better or more efficient way to complete your work or a particular task?

What part of your work was involved?

How did you know you could be more effective?

Who did you discuss this with?

What was their reaction?

What training activity was agreed, if any?

How has this impacted on your overall ability to do your job?

What was the final outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe a situation where you exceeded performance expectations.

Who set the expectations?

How were they communicated to you?

How did you know you had exceeded expectations?

What inspired you to over achieve?

How were your efforts recognised?

How did this make you feel?

How has this impacted on how you perform now?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

  1. Co-operation

Builds relationships to support team members, shares resources and knowledge, and collaborates positively with others to achieve goals and objectives.

a)Describe a situation where you shared your knowledge, ideas or expertise with a work colleague?

Who did you share your knowledge with?

Why did you decide to share it?

What did you share with them?

How did you do it?

How did the others respond?

What was the result of your efforts?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe a situation where you had to work effectively as part of a team to achieve a common goal or objective.

What position did you hold?

What was the goal or objective?

How did the team aim to achieve this goal?

How were the team informed of their progress?

What discussions took place between the team itself?

How did the team work together?

Was there a particular team member/s who didn’t contribute as much as the rest of the team?

If so, how did the rest of the team handle this?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

  1. Customer Satisfaction

Identifies and understands customers’ needs, and strives to exceed customer expectations by continually gathering feedback and improving current practice.

a)Describe a situation where you identified a possible improvement in a process or customer facility leading to the experience and satisfaction of the customer being improved.

How did you identify the need for an improvement?

What suggestions for improvement did you make?

How did you present your suggestions?

Who did you present them to?

What was the reaction?

Was there any resistance to your suggestions, if so how did you handle them?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe a situation where you were responsible for assisting an angry or dissatisfied customer or company employee.

Why was the customer angry or dissatisfied?

How did you handle the customer?

How did the customer respond to your efforts?

Did you involve anyone else, if so, whom and how did you involve them?

What was the outcome?

What would you do differently if faced with the same situation again?

 What lessons did you learn from this experience?

  1. Decision Making

Makes sound, logical decisions based on careful consideration of the facts, determines alternative courses of action and possible implications.

a)Describe a situation where you had to make a decision to rectify a problem.

Why were you faced with this decision?

What factors did you consider before reaching your decision?

What were the possible implications if the decision was wrong?

Who else, if at all, did you involve in your decision?

What would you have done if more time had been available?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe a situation where you had to make a decision, either at home or at work, where several alternatives or choices were available to you.

What alternatives or choices did you have?

How did you make your choice?

What were the alternatives, and what were the implications of choosing them?

How did you know that you had made the right choice?

What outcome has this had at home or at work?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

  1. Flexibility

Adjusts to changes in work processes and practices, adapts to others, and works effectively in unfamiliar surroundings and when faced with unplanned situations.

a)Describe a situation where a new work process or change to existing company policy was introduced.

What did the change involve?

Who did it affect?

How was it communicated to you?

How much notice of the change were you given?

How did you feel about this change?

Did you voice any concerns, if so, who to, how did you do it, and what was the result?

What was the final outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe a situation where you had to include last minute changes to a task which you were responsible for.

What were the changes?

How did you include them as a last minute change and still met your deadlines?

What concerns did you have regarding these last minute changes?

Did you voice your concerns regarding the lateness of these changes, if so to whom and how did they respond?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

  1. Interpersonal Skills

Demonstrates sensitivity to the thoughts, feelings, and opinions of others and builds positive relationships by building and maintaining respect.

a)Describe a situation where you found it very difficult to get along with someone you worked with, or for.

What was your position?

What was their position?

Why didn’t you get along with this person?

What did you do to rectify this situation?

What was the reaction of the other person to your efforts?

Did you involve anyone else, if so, who, and what was their involvement?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe how you have developed an effective working relationship with a co-worker or your manager.

 What was the position of the individual, and what was your position at the time?

How did you establish the relationship?

What changes in your style did you have to make to make the relationship successful?

Were there any difficulties with the relationship, if so, what were they and how did you attempt to resolve them?

What steps did you take to maintain this relationship?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

  1. Planning and Organisation

Forward plans, establishes priorities, acts methodically, and monitors progress.

a)Describe a situation where you had to complete various tasks in a given timescale or deadline.

How did you plan your time?

How did you prioritise the tasks?

How did you handle interruptions?

Did you find you became short of time with some tasks, If so, how did you handle this and what happened to your original schedule?

Was anyone else involved with your schedule, if so, who and what involvement did they have?

What did you do at the end of each day with your timetable?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe a situation where you had to complete various tasks within the same day and knew you could not meet this deadline?

How did you plan and manage your time?

How did you prioritise the tasks?

What made you think that you could not achieve your tasks on time?

What did you do about this?

Was anyone else involved with your schedule, if so, who and what involvement did they have?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

9.Communication

Accurately and effectively transfers a thought, word or deed, by verbal or non-verbal means, so that the giver and receiver share the same understanding.

a)Describe a situation where you were asked to relay a specific task or responsibility to another individual.

What instructions did you give to the chosen individual?

How did you check for their understanding

Did you encounter any problems, if so what were they and how did you overcome them?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?

b)Describe a situation where you found it very difficult to get along with someone you worked with or for.

What was your position?

What was their position?

Why didn’t you get along with this person?

What did you do to rectify this situation?

What was the reaction of the other person to your efforts?

Did you involve anyone else, if so, who, and what was their involvement?

What was the outcome?

What would you do differently if faced with the same situation again?

What lessons did you learn from this experience?