Interview questions bank

Influencing and persuasion

(IP1) Tell me about a time when you had to persuade a group of people to your point of view.

• How did you do that?
• How successful were you?

(IP2) Tell me about one of the best ideas you have sold to a manager or peer.

• What was your approach?
• How did you build a case for your idea?
• How was it received?

(IP3) Tell me about a time when you persuaded a customer to buy your company's products/services.

• How did you do it?
• What happened?

(IP4) Tell me about a time when you persuaded someone to do something.

• What was the situation?
• How was the person persuaded?

(IP5) Tell me about a new idea you sold to your manager.

• How did you build support to your way of thinking?
• What was the outcome?

(IP6) Tell me about a time when you had to influence people to gain support for an idea.

• Why did you have to?
• What did you do?
• What was the result?

(IP7) Describe a time when your ideas were initially opposed by others.

• What did you do to convince them to your way of thinking?
• Why were they initially opposed?
• What happened?

(IP8) Describe a time when you persuaded another colleague to co-operate.

• Why did you have to?
• How did you go about it?
• What was their reaction?

(IP9) Tell me about your greatest success in influencing others to take a particular course of action.

• What steps did you take to achieve it?
• What was their reaction?

(IP10) Tell me about a time when you have had to influence others to change an established work method.

• How did this situation arise?
• How did you achieve this?

(IP11) Tell me about an idea that you wanted your manager or team to use.

• What did you do to influence them to your way of thinking?
• How did they react?

(IP12) Tell me about a time when you were able to gain support from others for your point of view.

• What was your approach?
• What was the end result?

(IP13) Tell me about a new procedure that you wanted your team to adopt.

• What did you do to get them to accept the new way of thinking?
• What was your approach?
• What was the result of your approach?

(IP14) tell me about a time where you have used information to persuade others.

• How did you do that?
• What impact did this have?
• How did they react?
• What happened?

(IP15) Tell me about a situation where you had to persuade a customer to your way of thinking.

• How did you do this?
• How did the customer react?
• What action did they take?
• What happened as a result of your approach?

(IP16) Give me an example of when it has been important to consider the needs and feelings of others when persuading others to take a particular course of action.

• How did you do that?
• What happened as a result?

(IP17) Tell me about a time when it was important to be sensitive when persuading someone.

• Why was this necessary?
• How did you approach this?
• How did they react?

(IP18) Describe a difficult situation that involved customers and where it was important for you to gain support.

• What was your approach?
• How did the customers react?
• What was the result?

(IP19) Describe a situation where it was important to gain support/influence under tight time constraints.

• What was your approach?
• How did you ensure you met the deadlines?
• What was the outcome of your efforts?

(IP20)  Tell me about an occasion when you had to command the attention of others.

• What was your approach?
• How did you achieve this?
• What was their reaction?

(IP21) In your role as a leader, tell me about a situation where you have needed to persuade your team your point of view.

• What skills did you use to do this?
• How did the staff react to your approach?
• What happened as a result?

(IP22) Tell me about a time where you had to build support  for others? ideas.

• Why was this necessary?
• What was your approach?
• Why did you take this approach?
• What happened as a result?

(IP23) Tell me about a new initiative that you have had to build support for.

• What did you do to achieve this?
• How did those involved react?
• What was the outcome?

(IP24) Tell me about when you have related your ideas/actions to the needs and interests of others when trying to influence them.

• Why did you take that approach?
• How did they react?
• What happened?

(IP25) Tell me about a time when you have had to gain long-term support from colleagues/management, perhaps for a project or a new initiative.

• What was your approach?
• Why did you take that approach?
• What happened?

(IP26) Describe a time where you had to gain senior management support for an initiative.

• Why was this necessary?
• How did you approach this situation?
• What happened?

(IP27) Describe a time when you have gained acceptance by relating back to the organisation?s ethics/values.

• Why did you take that approach?
• How did those involved react?

Decision making

(DM1) Tell me about one of the most difficult decisions you have had to make in the past six months.

• What made it difficult?
• How did you arrive at your decision?
• How confident are you that it was the right one?
• How did others react?
• Did you receive any feedback?

(DM2) Tell me about a complicated decision that you have had to make.

• Why was it complicated?
• How did you reach your eventual solution?
• What happened as a result?

(DM3) Tell me about a position of responsibility you have held which required you to make decisions.

• Tell me specifically about one of those decisions.
• Why does that one come to mind?
• What considerations did you have to make?
• What was the outcome?

(DM4) Tell me about a time when you had to make a decision very quickly.

• How did you reach your decision?
• What was the impact of your decision?

(DM5) Tell me about a time when you had to support a decision/ recommendation that you made.

• Why was it necessary to justify it?
• How did you go about this?
• How did those involved react?

(DM6) Tell me about a situation where you had to make decisions on behalf of other people.

• What considerations did you make?
• How did those involved react?
• What happened as a result?

(DM7) Tell me about one of the riskiest decisions you have made.

• Why was it risky?
• How did you reach your decision?
• What was the result?

(DM8) Tell me about one of the toughest decisions you made in your last/current job.

• Why was it tough?
• How did you arrive at your decision?
• What was the result?

(DM9) Tell me about a decision that you had to make where you involved others.

• Why did you take that action?
• How did you involve them?
• What was the result?

(DM10) Tell me about a critical decision that you had to make.

• Why was it so critical?
• What considerations did you m

(DM11) Tell me about a decision that you made on behalf of your manager in his/her absence.

• What considerations did you make

(DM12) Tell me about a decision/ recommendation that you made and subsequently had to justify.

• What did you do?
• Why did you have to justify it?
• What was the outcome?

(DM13) Tell me about a time when you had to defend a decision that you made in front of a group of people.

• What did you do to gain support?
• How did they react?
• What happened?

(DM14) Tell me about a decision that you had to quickly make in front of a group of people.

• On reflection do you think you made the right decision?
• Why do you say this?
• What resulted?

(DM15) Tell me about a time when you had to make an awkward decision regarding a member of staff.

• Why was this awkward?
• How did you overcome this situation?
• What happened?

(DM16) Tell me about a sensitive decision that you had to make.

• Why was it sensitive?
• What considerations did you make?
• How did those involved react?
• What happened?

(DM17) Give me an example of a strategic decision that you had to make.

• What considerations did you make?
• How did you reach your solution?
• Was it the right decision?
• How do you know?

(DM18) Tell me about a decision you have made which was subsequently challenged by others.

• How did you deal with that situation?
• What happened as a result?

(DM19) Describe a difficult decision that you have made that had considerable impact on staff.

• What considerations did you make?
• Did you involve others?  How?
• What resulted?

(DM20) Describe a decision that you have made which created much reaction from others.

• Was this expected?
• How did you deal with this situation?
• What was the outcome?
• Did you receive any feedback?

Information gathering

(IG1) Tell me about a difficult situation in which you had to gather information.

• Why was it difficult?
• How did you know you had gathered enough?

(IG2) tell me about a time when you needed to obtain information in order to find out about an issue or problem.

• Where did you obtain your information?
• What was your approach?

(IG3) Describe a time when you had to gather information effectively in order to make an important decision or recommendation.

• What considerations did you make?
• What was the result of your decision?

(IG4) Describe a situation where you had to gather lots of different information within a short period of time.

• How did you ensure you did this?
• How did you know you had enough information?
• Did you get any feedback?

(IG5) Tell me about a time whilst working within tight time-scales where you had to ensure you gathered accurate information.

• What steps did you take to ensure that you did this?
• Why did you take this approach?
• Why did you take this approach?
• What happened as a result?

(IG6) Tell me about one of the biggest information gathering exercises that you have undertaken.

• How did you approach this?
• How did you know when you had enough information?
• Did you receive any feedback when you were finished?

(IG7) Tell me about a difficult information gathering exercise that you have undertaken.

• Why was it difficult?
• How did you overcome this?
• Did you have sufficient information?
• How do you know this?

(IG8) Give me an example when you have had to obtain a broad range of information.

• What was your approach?
• How did you know you had sufficient information?
• What confirmed that?

(IG9) Give me an example of a time when you have had to gather a broad range of information in order to be fully informed about a subject, perhaps prior to attending a meeting.

• How did you go about that?
• How well informed were you?

(IG10) tell me about a situation where you needed to be informed about a subject quickly.

• What action did you take?
• How informed were you?
• How did you know you had enough information?
• What resulted?

(IG11) tell me about a complicated information gathering exercise that you have undertaken.

• Why was it complicated?
• How did you approach it?
• Did you involve others?
• How did you know when you had enough information?

(IG12) Tell me about an awkward information gathering exercise that you have undertaken.

• Why was it awkward?
• How did you overcome this?
• Did you have sufficient information?
•  How did you know?

(IG13) Tell me about a time when you have gathered information about areas that were not obviously linked to the issue/problem.

• What was your approach?
• What was the outcome?
• Did you receive any feedback?

(IG14) Describe an information gathering exercise that you managed which involved considerable sensitivity.

• How did you manage the sensitivities?
• How did those involved react?
• What was the outcome?

Customer Service

(CS1) What skills or qualities are important for dealing effectively with customers? Give me an example of a time when you displayed these skills/qualities.

• How did the customer react?
• What resulted from this approach?

(CS2) Tell me about a customer that you have had to deal with who made very high demands on you.

• Why was this?
• How did you deal with this situation?
• How did the customer respond?

(CS3) Tell me about a sensitive customer issue that you have had to deal with.

• What was your approach?
• How did the customer react?
• What resulted?

(CS4) Tell me about a time when you have identified opportunities to further the business when dealing with a customer.

• How was this identified?
• What was your approach?
• What resulted?

(CS5) Describe a time when you were unclear about a customer?s needs.

• How did you deal with that situation?
• How did the customer react?
• What was the outcome of your actions?

(CS6) Give me an example of how you have identified customer?s needs.

• How do you know that you met those needs?
• What happened?

(CS7) Tell me about a difficult customer with whom you have had to deal with.

• Why was he/she difficult?
• How did you approach this?
• How did the customer react?

(CS8) Describe a time when you had to ask questions and listen carefully to clarify the exact nature of a client/customer problem.

• Why was it especially important?
• How did you approach this situation?
• What resulted?

(CS9) Tell me about a time when it was important that you listened carefully to a customer/client's needs.

• What made it so important?
• How do you know that you understood their needs fully?

(CS10) Tell me about a time when you went out of your to meet a customer's needs.

• Why did you do this?
• What did the customer say?

(CS11) Describe a time when you identified a customer's needs by asking a lot of questions.

• Why did you take this approach?
• How did you meet their needs?
• How did you know you had met their needs?

(CS12) Tell me about a time when you have had to deal with a customer complaint.

• What was your approach?
• How did the customer react?
• What happened as a result?

(CS13) Tell me about a time when it was especially important that you considered a customer's feelings.

• What approach did you take?
• Why did you choose this approach?
• How did the customer react?
• What happened as a result?

(CS14) Tell me about a time when you had to be sympathetic towards a customer.

• What was your approach?
• How did they respond?
• Did you receive any feedback?

(CS15) Tell me about a time when you were effective in handling a customer complaint.

• What was your approach?
• How did the customer react?
• What resulted?

(CS16) Tell me about a situation whereby you had to ensure the customer's needs were met as well as considering company interests.

• Why was this necessary?

• What was your approach?

• What resulted?

(CS17) Give me an example of how you have established rapport or a relationship with a new/existing customer.

• What happened as a result of your approach?
• What feedback did you receive from the customer?

(CS18) Give me an example of a customer that you have dealt with where establishing rapport was quite difficult.

• How did you overcome this?
• How did the individual react?
• What happened?

(CS19) Tell me about a time when you have structured/planned others? work to ensure customers' needs were met.

• Why was this necessary?
• How did those involved react?
• What happened?

(CS20) Tell me about a time when you have identified unsatisfactory customer service within your team.

• How did you identify this?
• What did you do?

(CS21) Describe a time when you initiated customer feedback for a particular purpose.

• Why was this especially important?
• How did you approach this situation?

(CS22) Tell me about a time when you had to highlight the need within your team for improved customer service.

• How did you approach this?
• How did those involved react?

(CS23) Tell me about a situation where you had to take responsibility for a customer complaint that was referred from a subordinate.

• What was your approach to this situation?
• What did you learn from this situation?

(CS24) Tell me about something specifically that you have introduced/developed to improve product/service delivery.

• How was this initiative received?
• How have you measured the results?

Planning and organising

(PO1) Give me an example of a time when you had to set effective priorities and measurable targets for others?

• What considerations did you make?
• How did you monitor them?
• What was the result of your efforts?

(PO2) Tell me about the biggest change you have implemented in your area of responsibility.

• How did you do this?
• Why did you choose that approach?
• How was it received?
• What resulted?

(PO3) Describe a time when you had to significantly modify work activities in order to meet project deadlines.

• Why did you take that approach?
• How effective were these changes?
• How did you know?

(PO4) Describe a time when you had to establish priorities in order to implement a new directive effectively.

• How did you involve others?
• What happened?
• Did you receive any feedback?

(PO5) Tell me about the most successful cost reduction initiative you have implemented.

• How did you measure its success?
• Did you receive any feedback?

(PO6) Give me an example of how you have set priorities/deadlines for others.

• What did you do to ensure these were met?
• What was the outcome of your actions?

(PO7) Tell me about a time when you have had to establish a clear course of action in order for others to complete a task.

• What was your approach?
• Why did you take this approach?
• What happened?

(PO8) Describe something you were responsible for implementing which required the help of several colleagues.

• How did you manage this exercise?
• Why did you choose that approach?
• What happened as a result?

(PO9) Tell me about a project that you managed which had very tight time-scales.

• What steps did you take to try to meet these time-scales?
• Did you involve others?  How?
• What happened?

(PO10) Tell me about a time when you delegated an important task to someone else.

• Why did you delegate it?
• How did you ensure that the task was completed within the time-scales to a high standard?
• What happened?

(PO11) Describe a time when your workload was heaviest.

• What approach did you take to ensure you completed all your work?
• What happened?

(PO12) What is the most complex directive you have ever had to implement?

• Tell me about that situation?
• How did you implement it?
• What happened as a result?

(PO13) Describe a project that you have managed where you have had to redefine priorities.

• Why was this necessary?
• How did you approach this?
• How did those involved react?
• Any feedback?

(PO14) Tell me about a new policy/idea that you implemented recently.

• What approach did you take to gain your colleagues support?
• How did they react?
• What happened as a result?

(PO15) Give me an example of when you have managed a project where the goal posts continually changed.

• How did you manage this situation?
• How did you keep others up to date?
• What was the outcome?

(PO16) Give me an example of a time when you have delegated to an individual/group where there was a motivation issue.

• How did this situation occur?
• Why did this happen?
• How did you overcome this

(PO17) Give me an example of how you have monitored the outputs of your team.

• What action did you take?
• What were your findings?
• What did you do with the findings?
• What resulted?

(PO18) Tell me about a situation where it has been essential that checkpoints were established to ensure completion of a piece of work.

• What were they?
• How did they work?
• What were your findings?
• What was the outcome of the work?

(PO19)  Describe a new process/initiative that you have instigated as a way of managing others? workloads.

• What prompted this action?
• How did you implement it?
• How successful was it?
• How do you know?

Improving efficiency and performance

(BP2) Give me a specific example of how you have established work flow patterns to ensure maximum efficiency within your last/current role.

• Why did you take that approach?
• How effective was it?
• What evidence do you have?

(BP3) Give me an example of something that you have done to minimise costs.

• What prompted you to take this action?
• What effect did this have on your office/staff?
• What resulted?

(BP4) Tell me about the criteria that you established for assessing your unit?s business performance.

• How did you keep up to date with progress?
• Was this approach effective?
• What evidence do you have to support this?

(BP5) How have you ensured that individuals are clear about the units? objectives.

• What have you done to monitor this?
• Have you received any feedback?

(BP6) Tell me about a time when the standard of work completed either by yourself or by others was not up to your expectations.

• Why was it not up to your expectations?
• What did you do?
• What happened?

(BP7) Describe a time when you have taken steps to improve the quality and standards of others within your area of responsibility.

• What prompted you to take this action?
• How did you encourage others to take forward the changes?
• How did you measure improvements?

(BP8) Tell me about a time where you have tried to ensure that work completed by others has been completed accurately and on time.

• How did you do this?
• Why?
• What was the outcome?

(BP9) What standards to you set when you approach a task?

• Give me a specific example of when you set these standards.

• What happened as a result?

(BP10) Give me an example of how you have improved your team?s performance.

• What approach did you take?
• What were the results?

(BP11) Give me an example of the methods you have adopted to evaluate your unit's performance.

• Why did you choose that approach?
• How effective was it?
• Any feedback?

(BP12) Give me a specific example of one of the main things you have done to improve the overall effectiveness of your unit.

• How did you achieve this?
• What was the result?

(BP13) Give me a specific example of how you have monitored the efficiency of each function within your unit.

• Why did you choose this approach?
• How effective was it?
• What were the results?

(BP14) Give me an example of how you evaluate your cost/income levels?

• Why do you take that approach?
• How effective is that approach?
• Any feedback?

(BP15) Give me an example of how you have maximised the effectiveness/efficiency of the resources available to you.

• How did you do that?
• How do you know that you achieved this?

(BP16) Give me an example of what methods you have adopted to enhance your team's/unit's performance.

• How have you used these systems?
• What was the result?

(BP17) Give me an example of how you have made your expectations for performance/results known to your team.

• What impact did this approach have?
• How did your team react?
• What resulted?

(BP18) Tell me about a planning process you have undertaken in order to maximise the benefits of a management/company directive.

• What was your approach?
• How did you monitor progress?
• What was the outcome?

(BP19) When making business plans, has it ever been important to establish a checking process?

• Why do you think it is necessary?
• Why do you take this approach?
• How do you implement a checking process?
• What resulted?

(BP20) Tell me about one of the things that you have done to make your current unit more profitable.

• What prompted you to do this?
• What impact did this have?
• What was the result?

(BP21) Tell me about a situation whilst monitoring business performance when you identified a problem/issue.

• How did you address this issue?
• Were there any implications?
• How were these considered?
• What was the outcome?

(BP22) Tell me about how you have set performance targets for your business area.

• How did you ensure these were fully understood?
• How were they received?
• What impact did they have on business?

(BP23) Tell me about a time when it was important to identify any factors that may have impacted on your business planning/process.

• Why was this especially important?
• What was the outcome of your approach?
• What exactly was your input?
• What resulted?
• Any feedback?

(BP24) Tell me about some stretching targets that you have set in order to achieve a business goal.

• How did you ensure that you kept them realistic?
• What happened?
• What resulted?

(BP25) Tell me about an exercise that involved you forecasting the needs of the business unit.

• What was your approach to this?
• Why did you take this approach?
• What were the results of your efforts?

(BP26) Describe a long-term strategy that you have implemented which has overcome obstacles to achieving performance.

• What considerations did you make?
• How did those involved react?

(BP27) Describe a time when you have removed an obstacle in order to achieve an objective.

• What considerations did you make?
• What impact did this have?
• What resulted?

(BP28) How do you ensure that work meets quality standards.

• Can you give me a specific example?
• What steps did you take to ensure this?
• How did those involved react?

(BP29) When making business plans has it ever been important to establish a checking process.

• Why was this necessary?
• How did you implement this?
• Why did you take this approach?
• What resulted?

(BP30) Give me an example of a time when you made efforts to improve a member staff's standards.

• How did this situation arise?
• How did they react?
• What happened?

(BP31) Give me a specific example of the steps you have taken to improve your staff's skills or performance.

• Why did you take this action?
• What was their reaction?
• What was the result?

(BP32) In your last/present role how have you monitored performance?

• How did you take this approach?
• How effective was it?

Team working

(TW1) Describe one of the most difficult groups of people you have had to work with.

• Why were they difficult?
• What did you do to overcome the situation?
• What happened?

(TW2) Describe a time when you have worked as part of a team on a project.

• What part did you play?
• Did you get any feedback about your involvement?

(TW3) Tell me about a situation where it was important you worked as part of a team.

• Why was it important?
• What part did you play?
• What happened?

(TW4) Tell me about a time when you were working within or in charge of a team and had to deal with conflict.

• How did you deal with that situation?
• Why did you take that approach?
• How did those involved react?

(TW5) Whilst working as part of a team have you ever identified someone who has been left out?

• How did you include them?
• How did they react?
• What happened?

(TW6) Tell me about a time when you have felt it to be important to keep others informed of your feelings/ideas.

• Why was this so?
• How did you do this?
• What happened?

(TW7) Tell me about a time where you worked as part of a team and asked others for their opinions/ideas/views.

• How did you approach this?
• How were you received?
• What happened?

(TW8) Tell me about a time when you have shown consideration to others either within your unit, outside, or both.

• Why did you do this?
• How did those involved react?
• What happened as a result?

(TW9) Tell me about a time when you had a problem requiring the help of a colleague(s) in another unit(s).

• What was the problem?
• What action did you take?
• What happened?

(TW10) Describe a situation in which you were able to help out a colleague.

• What was their reaction?
• Did they give you any feedback?

(TW11) Tell me about a time when you shared your ideas with fellow team members.

• Why did you do that?
• How did they react?
• What resulted from your actions?

(TW12) Tell me about a time when you had a problem which required the help of those around you.

• What was the problem?
• How did you involve them?
• How did they react?
• What happened?

(TW13) Tell me about a time when you needed another person?s co-operation to complete a task.

• How did you approach them?
• How did they react?
• What happened?

(TW14) Tell me about a time when you have shown consideration to the needs and feelings of others.

• How did you do this?
• How did they react?
• Did they give you any feedback?

(TW15) Tell me about a situation where you needed to work closely with others.

• Why was this necessary?
• How did you do this?

(TW16) Tell me about a time when you have helped out a colleague without waiting to be told.

• How did you identify the individual?s need?
• How did they react?
• Did you receive any feedback?

(TW17) Tell me about a time when it was especially important to be sensitive to the needs and feelings of others within your team.

• What was your approach to that situation?
• What happened?

(TW18) Describe a situation where it has been important to support and accept instruction/direction from managers.

• How did you do that?
• How did this help?
• What happened?

(TW19)Tell me about a time when you have shared your opinions/views with other team members.

• Why did you do that?
• How did that help?
• What happened?

(TW20) Tell me about a time when you have required the help of both those in your team and others.

• How did you approach this?
• How did those involved react?
• Did you reach your objective?

(TW21) Tell me about the last idea you shared with a colleague in another unit.

• Why did you share it with that person?
• How did they react?
• What happened as a result?

(TW22) Tell me about a time when it was important that you shared your ideas with others especially those outside of your unit.

• Why was it important?
• What was the method of your communication?
• What resulted?

(TW23) Give me an example of a time when you had to deal with a difficult member of staff.

• What made it difficult?
• How did you deal with it?
• How did they respond?

(TW24) Give me an example of a time when you needed co-operation from people who did not report directly to you.

• How did you gain support?
• How did they react?
• What resulted?

(TW25) Describe a situation you were in where it was necessary to use your skills to reduce/resolve tension within the workplace.

• What did you do?
• Why did you take that approach?
• What resulted?

(TW26) Give me an example of a time when you felt it necessary to stress the need for a team approach whilst working on a project.

• How did you approach this?
• How did those involved react?
• What happened as a result?

(TW27) Tell me about a time when you have stressed the need for a team approach in order to solve a problem/difficulty.

• How did you approach this?
• How were you received?
• What happened?

(TW28) Tell me about a time when you have used humour or a different approach to reduce tension within your team.

• How did you do that?
• How were you received?
• What happened as a result of your efforts?

(TW29) Tell me about a time when it was especially important to keep others within the team up to date/well informed.

• How did you do this?
• What was the outcome of your actions?

(TW30) Give me an example of a time when you needed co-operation from people who did not report directly to you.

• How did you gain support?
• How did they react?
• What resulted?

(TW31) Tell me about a time when you have managed to resolve a difficult situation either within or outside of your unit with a member of staff/colleague.

• How did you approach this?
• What resulted?

(TW32) Tell me about a time when you have sought agreement/consensus on an issue.

• Who did you involve?
• Why?
• What happened?

(TW33)Tell me about a time when it has been important to accept direction/guidance from staff in other units.

• What actions did you take?
• What happened as a result

(TW34) Tell me about a difficult member of staff that you have had to deal with who did not report directly to you.

• How did you approach this situation?
• How did they react?
• What happened as a result?

(TW35) Describe a situation in which you were able to help out a managerial colleague in another unit.

• Why did you do this?
• How did they react?
• What happened as a result of your actions?

(TW36) Give me an example of a time when you needed co-operation from people who did not report directly to you.

• How did you gain support?
• How did they react?
• What resulted?

(TW37) Tell me about a time when you have sought agreement/consensus on an issue.

• Who did you involve?
• Why?
• What happened?

(TW38) Describe a situation in which you were able to help out a managerial colleague in another unit.

• Why did you do this?
• How did they react?
• What happened as a result of your actions?

(TW39) Tell me about a situation where you were faced with a conflict/disagreement between people in different units.

• How have you managed to resolve the situation?
• Did you receive any feedback?

(TW40) Tell me about a time when you have had to work closely with others in other units, accepting direction from time to time.

• Why was it important to work closely?
• What resulted?

(TW41) Tell me about a time when you have had to seek advice from other people within your unit.

• Where did you obtain your information?
• Did you come up against any obstacles?

(TW42) Describe a time when you have encouraged cross-functional team working.

• Why was this necessary?
• What did you achieve by doing this?
• What was the outcome?

(TW43) Describe a time when you have managed a project which required you to direct staff for whom you were not responsible.

• How did you approach this?
• How did those involved react?

(TW44) Describe a time when you felt it appropriate to bring out a conflict/disagreement into the open.

• Why did you feel this necessary?
• How did you handle this situation?
• What resulted?

(TW45) Describe what activities you have undertaken to encourage team development.  Describe one specifically.

• What prompted you to take this action?
• How did the team react?

(TW46) Tell me about a time where you needed to encourage teamwork between areas of the business that are not normally linked.

• What was your approach?
• What was the outcome?

(TW47) tell me about a time when you have shared your ideas with staff in other units.

• Why did you do this?
• What happened as a result of your actions?

(TW48) Tell me about a time when it was important that you kept staff/management away from your unit up to a date.

• Why did you choose that approach?
• How effective was it?
• How do you know?

(TW49) Tell me about a time when it was necessary to acknowledge the expertise of staff in other units.

• Why was this?
• How did you do this?
• What resulted from you doing so?

(TW50) Tell me about a time when you have chosen to seek input from staff in other units in order to resolve an issue.

• How did you do this?
• How did they respond?
• What happened as a result?

(TW51) Give me a recent example of when you have stressed the need for teamwork between the teams in your office.

• How did you gain support from the staff for this?
• What happened?

(TW52) Tell me about a situation where you have had to work very closely with management in other units in order to meet an objective.

• How did you approach this?
• What happened?
• What was the outcome?

People development

(PD1) Describe in detail how you have established performance standards with your colleagues.

• Tell me about the process you have used.
• Why did you take that approach?
• How did you measure performance?

(PD2) Tell me about a time when you have had to deal with an individual who was not performing.

• What did you do?
• How did they react?
• What resulted following your action?

(PD3) What techniques have you found most useful in the training and development of your staff?

• Give me a specific example.
• What have been the overall results?

(PD4) Give me a specific example of how you have monitored the performance of your staff with a view to development.

• What systems did you adopt?
• What impact did that approach have on your unit?

(PD5) Tell me about a time when you have set an individual or group target/goal for development purposes.

• What considerations did you make?
• How did they react?
• What were the results?

(PD6) Give me a specific example of how you have identified the training and development needs of the staff you are responsible for.

• What have you done to address these needs?
• How have they responded?

(PD7) Tell me what techniques you have found useful in identifying staff?s needs and potentials.

• Give me a specific example of a time you have used these with an individual.
• How did they react?
• How did they progress?

(PD8) Tell me about a time when you felt it especially important to acknowledge good performance.

• Why did you feel it appropriate?
• What did you do?
• How was it received?
• Did it have any impact?

(PD9) Describe a time when you have needed to encourage others to think about development/learning opportunities.

• How did you create that environment?
• How did those involved react?
• What was the outcome?

(PD11) Give me an example of the steps you have taken to ensure that your colleagues/staff are using their skills effectively.

• Was this approach effective?
• What were the results?

(PD12) Give me a recent example of when you have involved subordinates in identifying performance goals and expectations.

• How did you involve them?
• How did they react?
• What was the outcome?

(PD13) Describe a situation where it has been imperative to praise and encourage in order to get the best performance out of others.

• Why was this appropriate?
• How did those involved react?

(PD14) What factors do you consider to be most important to you when assessing the performance of staff?

• Tell me about a time when you used these factors in an evaluation.
• What happened as a result?

(PD16) Describe a time when you have been in a position to help your colleague(s) improve their performance.

• How did you ensure your report accurately reflected the individual?s performance?
• How did you identify appropriate training?

(PD17) Give me an example of a time when you have coached or prepared an individual/group for a new situation.

• What was your approach?
• How did they deal with the new situation?
• How did they react to you?

(PD18) Tell me about a time when you have helped a colleague to improve his/her performance at work.

• Why did you do this?
• What was your approach?
• What was the result?

(PD19) Give me an example when a member of your team has needed to be motivated or encouraged.

• How was the need identified?
• What did you do?
• How did the individual respond?

(PD20) Describe a time when you have had to prepare an individual for a new role.

• What was your approach?
• Why did you take that approach?
• What happened as a result?

(PD21) Tell me about a time when you were responsible for training your replacement when you were due to leave your role.

• What was your approach?
• How did he/she respond?

(PD21) Give me a recent example of how you have coached and prepared subordinates for a new situation.

• How did you do this?
• Why did you take that approach?
• What happened?

(PD22) Describe the last performance review you did with your staff.

• What approach did you use?
• What prompted you to take this action?
• What was their reaction?

(PD24) Tell me specifically what actions you have taken to improve the effectiveness of your staff.

• How were they received?
• Were there any improvements?

(PD24) Tell me about a time where you have clearly established with an individual or group what is expected of them.

• What involvement did they have in the interview?
• How did you measure performance?
• What was the outcome?

(PD25) It is not always easy to devote a lot of time to each member of staff.  Describe a time when you had to be careful not to neglect development.

• What was this?
• What considerations did you make?
• What happened as a result?

(PD26) Give me an example of how you have involved staff in identifying their performance goals and expectations.

• What happened?
• What was the result?

(PD27) Tell me about any training you have initiated for your team.

• How did you identify the need?
• What did you initiate?
• What were the results?

(PD28) Tell me about a time when you have sat down with an individual to review their performance.

• What was your approach?
• What was the outcome?

(PD29) Describe an initiative that you have introduced which has created learning opportunities for those staff within your area of responsibility.

• What prompted you to take this action?
• How did those involved react?
• What happened as a result?

(PD30) Give me an example of how you have established performance standards with your subordinates.

• What process did you use?
• Why?
• How did you monitor it?

(PD31) How do you determine the training needs of your staff?

• Can you give me an example?
• How did you implement them?
• How did you monitor progress?
• What were the results?

(PD32) Tell me about a time when you have had to influence/persuade an individual/group to undertake development activities.

• Why was this necessary?
• How did you motivate them?
• What happened?

(PD33) What have you done specifically to create a climate in which staff feel involved in achieving your unit goals?

• How did the staff react to this?
• What was the result?

(PD34) Tell me about a situation where you had to deal with under performance.

• How did you approach this situation?
• How did those involved react?
• How did you identify a way forward?
• What resulted?

(PD35)Tell me specifically what you have done to encourage your staff to contribute and share their ideas to the business planning process.

• How have they reacted to this?
• What did this result in?

(PD36) Describe an initiative that you have introduced which has created learning opportunities for those staff within your area of responsibility.

• What prompted you to take this action?
• How did those involved react?
• What happened as a result?

Problem solving

(PS1) Tell me about a time when you used an unusual approach to solve a problem.

• Why did you take this approach?
• What happened as a result?
• Did you receive any feedback from those involved?

(PS2) Describe a time critical problem that you had to solve.

• What considerations did you make?
• Did you involve others?
• How?

(PS3) Describe a resource problem that you had to solve.

• What considerations did you make?
• How did you identify a way forward?
• What was the outcome?

(PS4) Describe a technology-related problem that you needed to resolve.

• What considerations did you have to take account of?
• How did you reach your solution?
• What happened as a result of your actions?

(PS5) Describe a time when you have had to pull information together so that a technical problem could be fully understood.

• How did you deal with the problem?
• What analysis did you undertake?
• What other aspects did you consider?

(PS6) Tell me about a problem that you have needed to solve which required you to carefully consider staff.

• What considerations did you make?
• How did staff react?

(PS7) Tell me about a time when you have had to consider all aspects of a problem before reaching your solution.

• How did you do this?
• How was the solution eventually reached?

(PS8) Describe a problem that you had to solve where financial issues were paramount.

• Why was this so important?
• What was your approach?
• What was the outcome?

Leadership

(L1) What have been the most significant changes you have brought about in your area of responsibility?

• How were they received?
• Why did you make these changes?
• What impact did they have?

(L2) What skills/qualities do you believe represent leadership?

• Give me an example of a time when you have used these whilst undertaking a leadership role.
• What was the outcome?

(L3) Tell me about one of the most difficult leadership roles you have had.

• Why was it difficult?
• How did you overcome this situation?
• What technique did you use?
• What resulted?

(L4) Tell me about a complex project or task that you had to manage.

• What made it complex?
• What did you do?
• What was the outcome of your efforts?

(L5) Tell me about a difficult issue that you have had to confront.

• Why was it difficult?
• How did you overcome this difficulty?
• Why did you take that approach?
• How did those involved react?

(L6) Tell me about a project/initiative that you had to drive forward.

• How did you approach this?
• Why did you take this particular course of action?
• Did you involve others?  How?
• What happened?

(L7) Tell me about something that you were responsible for making happen.

• What prompted you to take this action?
• What did you do to try to ensure its success?
• Did you involve others?
• What happened?

(L8) Tell me about a staff issue that you took responsibility for.

• What prompted you to take this action?
• How did the individual respond?
• What resulted?

(L9) Tell me about a time when you delegated an important task to someone else.

• Why was it important?
• Why did you delegate it?
• How up to date were you with its progress?
• What happened?

(L10) Give me an example of a time when you had to confront someone regarding an issue.

• What was your approach?
• How did the situation arise?
• What was their reaction?
• What was the result?

(L11) Describe a time when you had to lead a meeting.

• What techniques did you use?
• Did you receive any feedback from those present?

(L12) Give me an example of a time when you have co-ordinated the work of others.

• Why was it important to do this?
• What was your approach?
• How did those involved react?
• What resulted?

(L13) Tell me about a time when you had to take responsibility for a task.

• What was your approach?
• How were you received?
• What was the outcome of your actions?
• Did you receive any feedback?

(L14) Tell me about a new idea/policy you have taken forward recently.

• How did you do this?
• How did you approach this?
• What happened?
• Did you receive any feedback?

(L15) Tell me about a time when you have widened your responsibilities in order to complete a task.

• What prompted you to take this action?
• What happened as a result of you doing this?

(L16) Tell me about a piece of work that you were given complete responsibility for.

• How did you manage it?
• What happened as a result?

(L17) Tell me about a leadership role that you held where planning was key to effective results.

• Did you involve others?
• What happened as a result?

(L18) Tell me about a position of responsibility that you have held.

• How were you nominated for this position?
• How did you deal with that situation?
• Did you receive any feedback?

(L19) Give me an example of a time when a project/initiative was constrained by rules/procedures.

• What did you do about that?
• What impact did that action have?
• What was the end result?

(L20) Tell me about when you have been in a position of leadership and it was especially important to provide guidance/structure?

• How did you approach this?
• How did those involved react?
• What happened?

(L21) Tell me about a time when you have challenged existing practises/procedures when they have proved to be an obstacle.

• What considerations did you make?
• What happened as a result?

(L22) Describe a time when you created a positive team climate.

• Why did you feel it appropriate?
• How did those involved react?
• Did you receive any feedback?

(L23) Describe a challenging situation where you felt it important to create a positive team climate.

• Why did you feel it appropriate?
• How did those involved react?

(L24) Describe a time when you have been responsible for motivating/leading a team towards an objective.

• Why was it important to do this?
• How did you approach this?
• What happened as a result of your actions?

Using initiative

(I1) Give me an example of a project that you generated on your own initiative.

• What action did you take?
• Why did you take that approach?
• How did it work?
• What feedback did you receive?

(I2) Give an example of a time when you have done something beyond what was required of you?

• Why did you do that?
• What happened as a result?
• What did others say?

(I3) Give me an example of when you expanded on your own responsibilities to seek out new business opportunities.

• How did you do that?
• Why did you take that approach?
• What new business did you get?
• What feedback did you receive?

(I4) What has been your biggest work related achievement?

• What steps did you take to achieve this?
• Did your manager(s) recognise this?
• In what way?

(I5) What changes have you initiated in your area of responsibility?

• Why did you make the changes?
• What have you done to get them underway?
• How have others reacted?

(I6) Describe a suggestion you have made to improve a work procedure.

• How have you managed to implement your suggestion?
• What did others think?

(I7) Give me an example of something you initiated to improve your overall performance/skills.

• What prompted you to take this action?
• How has this improved performance?
• What impact has this had on your performance?

(I8) Tell me about your proudest initiative.

• Why were you so pleased with the results?
• Was this initiative recognised by anyone?

(I9) Give me an example of something you have initiated to achieve results.

• What prompted you to take this action?
• What difference did it make?
• What were the results?

(I10) Tell me about a business initiative that you have identified.

• How did you identify this?
• What action did you take?
• What happened?

(I11) Tell me about something that you identified outside of your area of responsibility.

• What prompted you to take this action?
• What impact did this initiative have?
• What feedback did you receive?

(I12) Tell me about action you have taken outside of your specific area of responsibility in order to seek business opportunities.

• Was this recognised by anyone?
• What feedback did you receive?
• What resulted?

(I13) Tell me about something you have initiated within your area of responsibility.

• What prompted you to take this action?
• How was this initiative received?
• What were the results?

(I14) Tell me about a time when you made a suggestion to improve a technology-based procedure or process.

• Why did you do it?
• How did you take your suggestion forward?
• What happened as a result?

(I15) Tell me about a new process/procedure that you have initiated.

• What prompted you to take this action?
• How did you implement this?
• What impact did these changes have?

(I16) Give me an example of a time when you initiated a new procedure/process to improve the efficiency of your unit.

• How did you go about it?
• How did it improve efficiency?
• Did you receive any feedback to support this?

(I17) Give me an example of something that you have initiated to improve profits/sales figures within your team/department.

• How did you gain support for this initiative?
• What were the results?
• How were figures/profits improved?
• Was this by as much as hoped or why was this not achieved?

(I18) Tell me about something that you have initiated to improve a colleague?s performance.

• Why did you take this action?
• What was their reaction?
• What were the results?

(I19) Give me an example of an initiative you have taken which involved other people.

• How did you build support from them to enable you to reach your goal?
• What happened as a result?

(I20) Tell me about a business initiative that you have had.

• What prompted this idea?
• How was it received?
• What happened?
• Did you receive any feedback?

(I21) Tell me about something that you have initiated to improve the performance of your team/unit.

• What prompted you to take this action?
• How was this initiative received?

(I22) Give me an example of a time when you have encouraged others to use their initiative.

• Why did you do this?
• How did they react?

(I23) Describe a time when you instigated some activity that was designed to improve the performance of a process undertaken by a team of people.

• What prompted you to take this action?
• How did the team react to your suggestions?
• What happened as a result?