Structured Interview Deliverable

Competency: Interpersonal Skills

Definition: Effectively communicating, building rapport and relating well to all kinds of people, especially customers

Lead Question: Describe a situation in which you had to deal with individuals who were difficult, hostile, or distressed.

Probes:

* What did you determine to be the most critical issue to address at the moment?

* What actions did you take that proved to be effective?

* What was the outcome?

Level Interpretive Guide Rating

Preferred  Anticipates potential problems with hostile individual and identifies and evaluates potential sources of information

 Cooperates and works with the individual to understand the complaint and establishes and maintains a relationship with the individual without emphasizing blame

 Effectively handles situations involving a moderate/high degree of stress involving individuals demonstrating hostility or distress 5

4

Satisfactory  Cooperates and works with the individual to understand complaint

 Shows empathy towards the individual concerns with neutrality

 Effectively handles situations involving a moderate/high degree of stress involving individuals demonstrating hostility or distress with the help of management 3

Not Preferred  Cooperates and works to understand the individual's complaint but losses patience

 Remains courteous but emphasizes the other individual's fault

 Failed to effectively handle situation without involvement from a third party 2

1

Competency: Self-Management

Definition: Demonstrating self control and an ability to manage time and priorities

Lead Question: Tell me about a time when you felt overwhelmed by having to complete many tasks quickly.

Probes:

* What lead up to the situation?

* What steps did you take to reach to the outcome?

* How did you feel after the outcome?

Level Interpretive Guide Rating

Preferred  Remains calm and gathered

 Works through all tasks systematically

 Accomplished all tasks in due time without any guidance from management 5

4

Satisfactory  Feels overwhelmed but is able to regain posture

 Accomplished all tasks without a systematic approach

 Accomplishes tasks in due time with guidance from management 3

Not Preferred  Becomes flustered, unable to regain posture

 No systematic approach utilized, unorganized

 Accomplishes the task, but unable to meet the deadline even with the help of management 2

1

Competency: Initiative

Definition: Taking initiative in learning and implementing new concepts, technologies and/or methods

Lead Question: We all struggle from having to learn new concepts, sometimes at a moments notice, please provide an example of a time when you had difficulty with a new task or concept.

Probes:

* Were you satisfied with the end result?

* What would you do differently, next time?

* What skill did you acquire from completing that task?

Level Interpretive Guide Rating

Preferred  Clarifies the task to be completed before beginning the task, and ensures the information is clear and understood by him/herself to management

 Acknowledges and takes account of, available resources e.g. time, people, guidebooks, etc.

 Monitors progress regularly with reference to agreed objectives and standards, and makes suitable adjustments if necessary

 Delivers