Hello, my name is Richard McMunn from the interview training company PassMyInterview.com,
and in this tutorial, I'm going to teach you how to answer scenario-based interview questions.
Scenario based interview questions or situational type interview questions, assess what you
would do in a given situation. And if you watch this tutorial from beginning to end,
I will tell you the best way to answer these type of tough interview questions. To help
you achieve that, this is what I'm going to cover. I will give you an explanation of what
scenario-based interview questions are and how to answer them correctly. Because there
is a CORRECT WAY to answer them. I will also give you a list of common job scenario-based
interview questions to work through. I will give you suggested top-scoring answers to
help you pass your own job interview, and then I will give you access to further training
resources to help you pass any kind of situational or scenario-based job interview! So, four
very good reasons why you should watch this from beginning to end. Before I get into the
training, a very quick, warm welcome from myself. My name is Richard McMunn. That's
me there in the center of the screen. I am a former firefighter, and I have been helping
people for the last 20 years to successfully pass their interviews. And I always do that
by giving you top-scoring, GREAT ANSWERS you can't find anywhere else! On that basis, please
make sure you SUBSCRIBE by clicking the button below the video, and then you won't miss out
on any of the weekly training videos I'm uploading. You can connect with me on LinkedIn.com if
you want. I have put my LinkedIn.com link in the description below the video. And I
would also appreciate your support if you gave the video a LIKE. Thank you very much.
Please HIT that LIKE button, because that tells me you enjoy the content and I'll create
more for you. Thank you. OK. What are scenario-based interview questions? Well, scenario based
interview questions, or situational type interview questions, assess how you would react to hypothetical
situations in the future. They are usually designed to assess whether or not you have
the necessary qualities to carry out the role you are being interviewed for. They are a
great way for a hiring manager or an interviewer to assess what you would do in typical work
related scenarios. Let's start working through a number of scenario based interview questions.
I will give you some tips for answering them correctly, and then I will give you some suggested
answers to help you pass your job interview. The first scenario based interview question
is, what would you do if your manager asked you to perform a task you'd never done before?
My tip is: this scenario based interview question is assessing your levels of self-motivation
and also whether or not you are someone who is capable of learning things themselves whilst
carrying out a task to a high standard. We want to answer this positively by saying we're
going to go away and carry out the task and we're going to find out how to do it ourselves,
because that demonstrates high levels of commitment and self-motivation. Here is my suggested
answer. “I am naturally a self-motivated person who enjoys challenging situations,
so I would go away and find out how to complete the task to a high standard. I would see this
as an opportunity to learn something new and there are lots of ways I could find out how
to perform the task within the dedicated timeframe. I could tap into the knowledge of more experienced
people within the organization, and I could also read manuals or gain access to online
information. Either way, I would make sure the task was completed on time, and also to
the necessary standards.” That is a great way to answer that situational or scenario
based interview question: What would you do if your manager asked you to perform a task
he'd never done before? The next scenario based interview question I want to work through
is: If you made a mistake at work that no one else noticed, what would you do? This
scenario-based interview question assesses your levels of honesty. Do not say you would
simply put mistake right and then carry on without telling anybody. It's really important
you are HONEST and you seek to improve so the same mistake doesn't happen again! Here's
how to answer this question. “I would, first of all, inform my manager or supervisor about
the mistake before taking immediate steps to put the situation right. It’s important
to be honest when you make a mistake as there is usually an opportunity for you, the team
and the organization to improve by looking at ways to prevent the situation from happening
again. I would want to make sure I took the necessary steps to prevent the same mistake
from happening again, and this could be achieved through either additional training or implementing
a double-check system when tasks are completed.” Any manager or supervisor loves people who
are honest. So if you make a mistake, always be honest about it, because it shows that
you are a person of integrity. Then you want to improve as a person, which is attractive
to any organization. The next scenario based interview question I want to work through
is: You are working as part of a team and you notice two team members are constantly
arguing. What would you do? Most people would ignore the situation as they won't feel it's
their responsibility to sort it out. However, the best way to answer it is to say you would
try and resolve it quickly for the benefit of the team. Here's my answer. “This type
of situation has the potential to damage both team morale and also the team’s objectives.
On that basis, although I am not a manager or supervisor, I would still see it as my
responsibility to encourage both team members to put aside their differences for the sake
of the team. I would speak to them both in private and raise my concerns about their
arguing. I would be calm during my discussions with them both, but I would make it clear
how their actions could, potentially, impact negatively on the team. I would then ask them
to go away and find a way of sorting things out. If they didn’t agree to that, I would
inform our manager so she could take the necessary action.” That's the perfect way to answer
that scenario-based interview question. Now, I still have some to run through, so please
don't go anywhere. I've got some challenging ones to come up! But if you want to DOWNLOAD
my full set of Situational and Scenario-based interview questions and answers in PDF format,
CLICK THAT LINK in the top right hand corner of the video, and it will take you through
to my website, PassMyInterview.com, where you can download them within two minutes from
now. But the next scenario based interview question I would like to work through is:
What would you do if an angry or dissatisfied customer confronted you? This is a difficult
question. Now, dealing with customer complaints is not always easy. However, if you follow
my tried-and-tested 5-step approach for handling any customer complaint, you will find it much
easier. Take down a note of this fantastic 5-step process for dealing with customer complaints,
here it is. “I would try to resolve the complaint quickly and amicably by following
a 5-step process. STEP 1 is where I would LISTEN to their complaint carefully and ASK
PROBING QUESTIONS to clarify exactly what has happened whilst also using effective listening
skills. STEP 2 is where I would APOLIGIZE if necessary, once I had gathered all of the
information. If you listen and then apologize, it usually has the effect of defusing any
conflict or anger. STEP 3 is where I would SUGGEST A RESOLUTION for resolving their complaint.
This would either be by way of a refund, a replacement service or product, or perhaps
an alternative resolution that met their needs. STEP 4, I would CONFIRM that they were happy
with my proposal, and I would then make sure the refund or replacement product happened
quickly. Finally, STEP 5 is where I would take steps to prevent the same problem from
happening again. It’s important to learn from customer complaints as they can have
a negative impact on the business.” That's a perfect 5-step approach for dealing with
customer complaints. And it's important that you listen first of all to the customer, so
they feel appreciated. Ask them questions and use effective listening skills before
moving forward on step 2, step 3, step four and then step 5, where you're going to improve
and prevent the complaint from happening again. Next question: Your manager asks you to do
something that is against organizational policy. What would you do? This is a really tough
question. This has to be one of the toughest scenario-based interview questions there is!
This is a tough dilemma to be in. On the one hand, you don't want to break company rules,
but on the other, you also don't want to disrespect your manager. But there is a correct way to
answer this question. Here it is. “At the end of the day, they are my manager and I
would need to respect their authority by agreeing to carry out the task. However, I would also
politely but firmly express my concern that what I was being asked to do was actually
against organizational policy and that I did not think it was right. I would also, if possible,
suggest alternatives courses of action for the required task to be carried out, providing
they fell in line with company rules and procedures. As I say, they are my manager and I would
respect them but it would be important to express my concerns in a professional manner.”
That is the perfect way, in my opinion, to answer that difficult scenario-based interview
question. Your manager has asked you to do something that is against organizational policy.
What would you do? So, if you would like my full set of 20 Scenario-Based Interview Questions
& Answers in PDF format, CLICK THAT LINK in the top right hand corner of the video. It
takes you to my website, PassMyIntervioew.com, and you can get access to those great answers
to those tough scenario-based interview questions. I hope you've enjoyed that. Please don't forget
to SUBSCRIBE and hit the LIKE button, because that tells me you enjoy the content and I
will therefore create more for you. Thank you very much for watching. And I wish you
all the best for passing your job interview. Have a brilliant day.