Competency-Based QnA | Details Below:

Preparing for a competency-based interview
Preparation is key if you want to be able to answer all questions thrown at you without having to think too much on the spot on the day of the interview; it requires several steps:

1. Make sure that you understand which skills and competencies will be tested. It sounds obvious, but some person specifications can be a little vague and you will need to do some thinking in order to ensure that the examples that you will be using hit the spot. For example, your person specification may say that you need to have "good communication skills in dealing with third parties".

2. Identify examples from your past experience which you can use to demonstrate that you possess the skills and competencies that you are being asked to demonstrate. You do not have to find hyper complicated examples; in particular, the outcome of the story does not have to be extraordinary; what matters most is that the role you played in reaching the outcome was substantial.

3. Learn to narrate the story using the STAR method. This means setting the scene, explaining how you handled the situation by placing the emphasis on your role and detailing the outcome/result.

S – Situation
T – Task
A – Action
R – Result

Example questions:

• What example can you give me when you have been out of your depth? How did you cope?
• How competitive would you say you are? Give me an example of your competitive nature? What other factors have motivated you to succeed?
• When did you last experience a low point in your career? Describe what happened and how you overcame this challenge?
• Give a recent example of when you’ve had to make a quick decision in response to a client problem? Who did you consult? Were you pleased with the final decision that you reached? Could you have made the decision yourself?
• What initiatives have you deployed to ensure that your team meets its objectives and targets? How did you measure your team to ensure they meet the objectives and targets?
• Tell me about a time you had to evaluate a large amount of information to sort out a problem. Talk me through the steps you took.
• Tell me about a difficult situation to which you found a simple solution.
• Give a specific example of when you had to sort out a complex problem for a dissatisfied customer recently.
• Describe a time you had to ask a number of questions and listen carefully to fully understand the customer's query.
• "Describe a recent situation when you had to handle a dissatisfied and angry customer.
• "How do you define going the extra mile for your customer, give me an example of when you have done this.
• Take me through the process you use to check that you have the right details from a customer.
• Describe a time that you picked up an error or problem that had been overlooked by others at work.
• Tell me about a time that you had a confusing interaction with a customer, how did you clarify things?
• Describe a time you had to change your approach to the customer because your initial attempts were unsuccessful.
• Tell me about a time you have had to adjust to a new manager who had a different management style to what you were used to.
• Give an example of when you had to deal with a major change in the customer relationship practices in your workplace.
• Tell me about a recent situation with a customer that really tested your patience.
• Tell me about a time you experienced conflicting work demands, how did you respond?

• Describe a situation when you had to deal with an unpleasant customer who was making unreasonable demands.
• How do you ensure that you maintain good working relationships with your senior colleagues?
• Give us an example of a situation where you had to deal with a conflict with an internal or external client.
• How do you influence people in situations where there are conflicting agendas?
• Tell us about a situation where you made a decision and then changed your mind.
• How are you a self-starter? Give me examples to demonstrate this?
• Tell us about a time recently when you have had to deal with a difficult situation at work? What was the situation? Who were you communicating with? How did you go about it? What was the outcome?
• Give an example of when you have made a decision that you didn’t want to make? What happened? What was the message? Who were you communicating with? How did you go about it? What was the outcome?
• Tell us about a training session you have designed and delivered. What preparation did you do? How did you decide on the content? How did you deliver the training? What was the result? How did you measure the impact of your training?
• Give me an example of when you’ve lied in the interests of your job? Would you do this again? What did you learn from the experience? Would you encourage others under you to lie in the interests of their job?

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