Hey, everybody.
My name is Richard McMunn.
And, in this training video tutorial, I'm going to teach you how to pass a competency-based
interview with flying colors.
I'm going to give you some brilliant tips, and I'm also going to give you a structure
for answering these kinds of questions.
Even more so, I'm going to give you about 27 sample competency-based interview questions
each with answers as well, suggested answers that you can use during your interview.
Okay, let's get straight into it.
So, a very warm welcome to this tutorial.
As I say, my name is Richard McMunn.
That's me there on the right-hand side.
I've been helping people like you, for over 20 years now, successfully pass their interviews
and I love doing it.
In this video, we are predominantly going to focus on competency-based interview questions.
Please don't forget to subscribe to the channel by clicking the red button below, and you
won't miss out on any future training that I create.
And also if you do like this video as you progress with, I would very, very much appreciate
it if you gave the video a thumbs up because that will motivate me to do more.
I will also give you a link to download these slides for free as we progress through the
video, so it's important you watch it from beginning to end, and I will also give you
some free online interview training once we reach the end of this tutorial.
Okay, let's get straight into it.
So, what is a competency-based interview?
Before we get into the questions and answers, let's figure out what this is because this
will help us succeed.
A competency-based interview is basically a systematic approach to interviews with each
question asked targeting a specific skill or competency required to perform the job
competently.
So, you're going to be asked questions relating to your behavior in specific circumstances,
which you then need to back up with specific examples.
So, let's take a look at a sample competency-based interview question with a sample answer that
you can use.
So, for example, this is based on the competency of teamwork, and the question is: when have
you worked as part of a team to complete a difficult task?
Quite a common competency-based interview question.
So, here's my response.
"In my previous job, I volunteered to work with five other members to complete a difficult
project that had fallen by the wayside due to a contractor going out of business.
Now, the task required all five of us to work closely together to integrate a new software
system with the client's website.
We only have four days to complete the task in accordance with the specification and the
client's requirements.
Time is of the essence, and we needed to work hard to get everything done to a professional
standard.
Now, we started out by reading the client brief carefully and then I decided to take
the lead and allocate specific tasks based on each team member's capabilities and area
of expertise.
We then set time scales for each team member to reach, which would ensure the task got
completed in time.
Throughout the five-day working period, we all supported each other as and when required
in order to motivate each other through regular communication.
The end result was the project was completed on time and to a high standard, much to the
satisfaction of the client."
Now, you'll see what I have done there is I've structured this using situation, task,
action, and result.
And you'll see it's quite a comprehensive response.
Now, when you are responding to competency-based interview question, it's very important that
you give them lots of detail and you'll see that I'm being very specific in the answer.
So, I'm using situation, task, action, result.
And as we progress through this training video, we're going to focus very much on the STAR
technique - situation, task, action, result.
Now, you don't need to take notes because you're going to be able to download these
slides, okay, and then use these, so I'll give you the link as we progress through this
video.
So, we're going to focus on the STAR technique.
So, before we get into more competency-based interview questions and answers, three really
important tips that I want you to use when preparing for your interview.
Here we go.
Tip Number 1 is, as I mention, use the STAR method when answering all of the questions.
Okay, so you when you sat down in the interview, think to yourself, "Right, before I respond,
I need to follow STAR.
I need to tell the interview panel what the situation was that I was in.
I then need to tell the panel the task that needed to be done.
And this is important, I then told the panel what action I took and also what action other
people took if there were other people involved.
And then finally I told the panel what the result was following my actions."
And that result should be positive.
The outcome should be positive.
And if you follow this structure, I guarantee your success rate will increase dramatically
because you are being specific about the situation.
Tip Number 2: Use a job description for the role that you're being interviewed for to
predict the interview questions.
So, let's say this is a sample job description.
It says you're able to work in a pressurized and changing environment.
You can deliver outstanding customer service.
You're able to work effectively as part of the team.
And you also take responsibility for your own work and its impact on others.
So, we get that job description and then we basically predict the interview questions.
So, one of them would be: when have you completed a difficult task under pressure?
Another interview question would be: describe a time when you delivered brilliant customer
service.
Another interview question would be: when have you successfully completed a task or
project as part of a team?
And then finally: when have you taken responsibility for completing a difficult task that would
impact on other people?
Now, if you want me to predict the interview questions for you for your particular interview,
just tell me what interview you've got coming up in the comment section below the video,
and I'll jump on there each day.
I'll give you five questions to prepare for.
Third tip: Be prepared for probing questions.
Now, these are common in competency-based interviews.
So, let's say the interview question was: when have you worked as part of a team to
complete a difficult task?
You tell them your answer and then they could say, "Well, why did you complete the task
in that way," and you would have to respond.
They might say, "What did you learn from the situation?
And would you do things differently next time or if the same situation arose again?
Why do you think the other people acted as they did?
And also how did your reactions help the company?"
So, think about probing questions.
And if you want me to give you probing questions, just drop them in the comment section below
the video and I'll tell you then for your particular interview.
Okay, I'm now going to move on to the questions and answers for the following competencies.
We've already looked at teamwork.
We're going to look at responsibility, so you taking responsibility.
We're going to look at problem solving, organization, a commitment to developing yourself, also
how you make decisions, openness to change, communication, leadership, commercial awareness,
customer service, conflict resolution, career motivation, trustworthiness and ethics, results-driven,
and also safety-conscious.
Now, there's a huge number here of competencies.
You're not going to be assessed against all of them, but if you watch this video from
beginning to end, then I'm sure you know already you're going to be much more fully-prepared
than every other single candidate out there.
So, we're going to work through each of these methodically, okay, in detail to make sure
that you pass your competency-based interview.
So, let's take a look.
We've looked at teamwork already.
Let's take a look at responsibility.
So, a sample competency-based interview question for responsibility would be: when have you
taken responsibility for a difficult task at work?
And you'll notice on the left, and I'll do this for every question, I've put the STAR
to help you prepare for your own response.
So, here we go.
"During an office meeting, my supervisor asked for a volunteer to work over the forthcoming
weekend.
One of our customer service agents had gone off sick unexpectedly, and he needed someone
to take on their duties at short notice.
My supervisor needed someone to quickly learn the responsibilities of the person who had
gone off sick.
It was a difficult task, but I felt I had the responsibility to help the company in
its hour of need.
I started out by canceling my plans for the weekend and then focused on learning the role
of my colleague so I could perform the job to the best of my ability.
I decided to undertake an online course during working hours to learn as much about the role
as possible.
I also asked my supervisor a number of specific questions to make sure I knew exactly what
I was supposed to be doing and also what was expected of me.
The end result was, I am pleased to say, a success.
I worked for the entire weekend in a customer service role, and the feedback we received
from our customers was astounding."
So, it's easy to structure your response to these interview questions if you follow the
STAR technique.
Okay, so that's teamwork, responsibility, let's now take a look at a combined response
for problem solving and also the competency of conflict resolution.
Here we go.
So, the question is: describe a time when you solved a difficult problem at work?
So, we're looking at problem solving and conflict resolution here.
Situation.
"Whilst at work, I noticed two work colleagues had not been getting on for some time now.
Although the situation hadn't yet impacted on the performance of the company, I was concerned
things could escalate unless someone stepped in to resolve the problem.
I felt someone needed to get a hold of the situation with a view to resolving it amicably
and as quickly as possible.
It was my task to get the two people together, find out what the issue was with a view to
sorting the situation out so we could all move forward as a team.
I initially sat down in private with each person individually to ask them what was going
on.
I managed to gather some useful information which led me to believe the problem was all
down to a simple miscommunication.
It transpired that one of them felt the other person had done been doing their properly,
which resulted in the other person having an increased workload.
I got them both together in a private room and ask them to talk sensibly about it whilst
I facilitated the discussion.
Although it was uncomfortable at times, they both were relieved to get the situation resolved.
Now, the end result was that both work colleagues cleared the air, shook hands, and agreed to
talk about things openly in the future, if a similar situation arose again."
So, you've identified a problem there and you volunteered to sort it out, so that's
a great one for both problem solving and conflict resolution, and I'm sure you've been a situation
like this before at work where you've noticed people haven't been getting on and perhaps
you then resolved it.
Okay, so that's problem solving, conflict resolution.
We're making really good progress.
Let's now take a look at commitment to development.
Don't forget.
If you're liking the video and you're enjoying these questions and sample responses, please
do give the video a thumbs up.
Okay, here we go.
Next question: when have you learned a large amount of job-specific information?
This is commitment to development, the competency of commitment to development.
Here we go.
"In my previous job, I had to learn a large amount of new, job-relevant information both
as soon as I started the role and also as part of an ongoing commitment to personal
development.
As part of the criteria for being accepted into the job, I was required to undertake
an intensive two-week training course to learn all about the job and the standard I was expected
to perform to.
Now, learning the new role would mean I needed to be attentive, committed and also dedicated
to carrying out some studying in my own time, which I was fully prepared to do.
At the end of the two-week training course, I was going to be tested via an online exam,
so it was vital I paid attention and was committed to learning the new skills.
I set about quickly learning the new role by watching training videos, shadowing other
team members, and also asking plenty of questions along the way during the course.
I also took comprehensive notes as I learned, so I could refer back to them at any stage
if I became stuck or if I needed a reminder.
In the evenings, whilst at home, I spent time testing myself in preparation for the exam.
Now, the end result was that I passed the exam with flying colors and achieved a 91%
pass mark.
I fully understand how important continuous development is within the role I am applying
for today and can be relied upon to develop quickly and competently."
And, as I say, these are in-depth responses but you see, if you respond to that competency-based
interview question, there's no way you can fail it.
There's no way because you are providing concrete, rock-solid evidence of how you matched that
competency that's being assessed.
So, we're making really good progress.
Let's now move on to openness to change.
So, question is: can you give an example of when you've supported change within an organization?
And the competency being assessed is that of openness to change.
Here we go.
"In my previous job, a new and inexperienced manager joined the team.
It was quite refreshing to have someone new join the team.
She had different and creative ideas she wanted to try out which she believed would help the
company to grow.
Now, unfortunately, the vast majority of people within the team were opposed to the proposed
changes and they made their feelings clear to the manager.
I felt differently.
I believe change is positive within any organization and there is no harm in trying new and different
ways of working.
On that basis, I supported my manager and I decided I would speak to those against the
change individually, to try and motivate them to see the potential benefits.
I took my time to speak to everyone who was against the change and shared with my team
my own view and opinion of the proposals.
Now, eventually, most of the team began to turn their views and they each expressed a
desire to embrace the change, albeit reluctantly.
We all started working with the new changes our manager had made, and I personally embraced
them positively and with a motivated attitude.
To be honest, the results were staggering.
Most of the changes had a positive impact on the business and you could sense an upbeat
and positive mood within the office.
The changes were accepted and well now look forward to, and embrace change, whenever it
comes along."
Another great response to one of the competencies being assessed.
Okay, let's now take a look at making decisions, the competency of decision-making.
Here we go.
The question is: when did you make a difficult decision within a team that most people were
against?
So, here's the response using situation, task, action, result.
"Whilst sat at my desk one day, the fire alarm started sounding.
I immediately got up from my desk to make my way out of the building, but I noticed
the other members of the team were ignoring the fire alarm.
We were situated on the fifth floor of the office block, and it was important we left
quickly, as per company policy in the even of a fire.
Now, I felt it was my responsibility to force people to leave the office and make their
way out safely using the fire escape.
I knew this was going to be an unpopular decision, but I wasn't going to ignore company policy
and, potentially, put other people's lives at risk.
I shouted out loud that the fire alarm was sounding and that we all had to leave immediately.
A member of the team told me to "sit back down" because the fire alarm was always going
off and it was probably a false alarm anyway.
I challenged them and said they would regret their decision if there was actually a fire
in the building.
I reminded them all that we could not use the lifts in the event of a fire alarm and
that it was a long way down five flights of stairs.
Now, eventually, they all got up from their chairs, after a bit more encouragement from
me, and we all made our way out safely.
Now, as it transpired, there was actually a fire in the basement of the building and
the fire department quickly put it out once they arrived.
I reminded everyone of their responsibilities to follow company policy once we got back
up to our office.
I would never be afraid to make an unpopular decision whenever the need arises."
So that shows you've got confidence, and that you can make a decision, and you can follow
it through to the end.
And, again, you smash that competency.
So, that is decision-making.
Next, have a look now, the competency of customer service.
We're making really, really good progress here.
Customer service, here we go: when have you delivered outstanding customer service?
Here we are.
"I was working in a retail store as a checkout assistant when an angry customer approached
the desk.
He slammed down a bag of clothes he had previously purchased from the store and demanded to speak
to a manager.
It was my task to investigate the customer's complaint with a view to resolving it to his
satisfaction.
I started out by asking him in a calm manner to explain to me what the problem was as I
would see if I could resolve it.
He explained that the shirts he had purchased were the wrong size and that the sticky sizing
label located on the outer plastic packaging was incorrect.
He was furious because he needed the shirts for an event that evening and was now behind
schedule because he had to travel back into the store.
Now, after listening to him carefully and after checking the labels, the customer was
in fact right and the store had made an error.
I apologized unreservedly for the mistake and set about resolving it for him.
In addition to getting him the right sized shirts, I called my manager and requested
permission to give the customer a credit note the equivalent to double the value of the
shirts.
My manager agreed.
The customer appeared very satisfied with the apology and resolution, and he went away
much calmer and happier than when he first arrived.
I understand it's important to provide excellent customer service at all times within the role
I am being interviewed for today."
Okay, let's now take a look at a further list of 20 competency-based interview question
to prepare for.
Now, we're going to take a look at all of these, but if you'd like more sample responses
to the ones we've just covered and these, go to the website, once I finished the video,
passmyinterview.com.
The link is below this video in the description, and you can get access to my online free training
course.
There's about 54 training video modules that you can get access to within 2 minutes from
now, and you can start learning all of the different ways to pass any kind of interview.
Like I said, there's about 54 training modules on there or with sample questions and answers.
Okay, let's move on to the 20 competency-based interview questions.
Here we go.
Handling stress.
Describe a stressful situation you were in at work and how you handled it.
Don't forget to use the STAR technique.
The competence of adaptability.
Describe a time when you had to adjust how you worked to suit an important project whilst
at work.
Problem-solving.
Tell me about a situation when you had to solve a difficult problem.
What did you do and why?
What was the outcome?
What would you do differently if the same situation arose again?
The competency of attention to detail.
Describe a time when you made a mistake that had a negative impact on the rest of the team.
What did you do and how did you rectify the mistake?
Next question.
Customer focus.
Describe a time when you had to deal with a customer complaint.
What did you do and how did you resolve the complaint?
Communication.
Describe a time when you used your communication skills to get across an important point of
view.
And, describe a time when you had to present an idea to a group of people.
Commitment to development.
When have you introduced an innovative and unique idea into your team?
How was it received?
When have you learned a new skill at work that helped you to perform better in your
role?
When did you take onboard constructive feedback from a supervisor following an appraisal?
Decision making.
What is the toughest decision you have ever had to make whilst at work?
Why did you make the decision and what was the outcome?
When have you made a mistake at work?
A difficult one.
You have to be honest because we all make mistakes.
When have you made a mistake at work?
Don't forget to use the STAR technique when answering.
Career motivation.
Describe a time when you set yourself an important career goal?
What difficulties did you come up against and how did you overcome them?
And also using your initiative.
Describe a time when you initiated a project whilst at work?
Why did you initiate the project and what did you do to make sure it was a success Next
one.
Competency of interpersonal skills.
Describe a situation when you had to work with someone who you didn't get along with.
Tough question.
Teamwork.
Describe a time when you helped a new member of a team to integrate into the workplace.
And, describe a difficult and time-sensitive task you achieved whilst working as a part
of a team.
What role did you play in ensuring the team task was a success?
Leadership competencies.
Describe a situation you were in when you motivated a difficult member of a team.
Describe a time when you managed an under-performing member of staff.
And, tell me about a project you led from beginning to end.
How did you plan for the project to be a success and how did you monitor progress?
So, if you want the answers to all of those 20 questions that I've just gone through,
make sure you head over to passmyinterview.com or click the link below the video.
Now, at the start of this training, I promised you the slides.
If you have a look in the description below the video, it will take you through to the
link on SlideShare where you can download these slides.
You'll also see a link there to my profile on LinkedIn.
If you're on LinkedIn, you can connect with me on there and say hello.
And, don't forget to subscribe, like I say, and please do give the video a thumbs up because
that motivates me to do more.
And if you'd like me to come up with some sample questions for you to prepare for your
competency-based interview, please stick them in the comment section below and I'll come
on each day and do them for you.
I hope you've enjoyed that video and I hope you found it useful.
Don't forget to head along to PassMyInterview.com and you can learn even more about getting
the highest marks possible in your interview.
Thank you for listening and watching, and I wish you all the very best, guys, in your
pursuit passing your interview.
Thank you.