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Instead, talk about how you productively manage a full workload. Does pressure get to you, do you or thrive under it? Dealing with a difficult customer interview answers. I'm terrific at multitasking, so I typically get all my work done ahead of schedule. I delegated non-managerial tasks for other projects to junior colleagues (for example), ensuring I had sufficient time to oversee planning and delivery. So, you need to show an openness to learning and demonstrate how well you nurture and manage talent to build a learning and knowledge culture. Give us an example of time where you werent able to solve the customers problem. Make judgements based on sound evidence and expert insight. How was it received? A project can have lots of stakeholders this competency is about managing their expectations, their views, motivations and impact. Match the level of decision-making to the role on offer, adds Lees. Give me an example of when you have taken responsibility for delivering expected outcomes on time and to standard, giving credit to teams and individuals as appropriate? Employers need leaders who can evaluate how well the company or organisation is doing, and come up with ways in which things can be approved. Employers are looking for you to discuss how you have inspired both yourself and co-workers in the past. In your answer, show them youll make sound decisions thatll uphold their image, says Andrew Fennell, founder of StandOut CV. Describe a situation where you have had to manage your time to achieve your goals. A stockbroker could be asked about their attention to financial markets. Conversely, a bad answer would be: Ive been working with customers for three years, which fails to convey the quality of service delivered, adds Lees. So, you need to tailor your answer based on what is most impressive and relevant to the employer youre applying to. Lisa LaRue, career coach at CareerWorx, advises focusing on the actions you took, and the resulting successful outcome. If your great idea was unsuccessful the first time, did you take on board the reasons why and address them by refining and developing the idea? Which change of job did you find the most difficult to make? Tell us about a time that called for your creative and original input. Express support for other peoples great ideas. Dealing with a difficult customer. Tell us about a piece of work you produced where accuracy was essential. Be Grateful. Think about how you cope when you have to manage several projects at once. This leadership skill is essential for good managers, so your employer will be looking to see how good you are at influencing others. Collaborating and partnering competency what are employers looking for? The second interview is your time to seal the deal and prove youre the obvious candidate for the job. In your answer, make sure that you show conflict management skills. For example, the covid situation when it first emerged was changing so quickly so if you were applying for a covid role at that time, a quicker delivery example may be more appropriate for that role. You also need to show how you can modify your approach to achieve a goal, and that youre open to change or unexpected obstacles. Managing a quality service interview answers, Communication example interview questions. Communicate the overall vision to their team. Describe a difficult situation and how you handled it. Team leadership competencies what are employers looking for? But hang on. For e.g if you are preparing a 'Delivering at pace' example apart from talking about prioritising your workload you should also remember to mention you challenges and what you did to overcome them. What helped me to have really good examples for all the behaviours (including delivering at pace) was www.civilservicesuccess.co.uk they have actual winning examples for all of the competencies/strength questions to help form your own examples at application and interview. To work in the Civil Service you will need determination, adaptability, flexibility, enthusiasm and a commitment to very high standards. What made you take that decision? As well as strategic thinkers, employers are looking for people with strong organisational awareness. You should relish this kind of question as a great opportunity to show you have done your research, says John Lees, author of Knockout Interview. For this competency, employers want people who: Questions on leading and communicating often come up in interviews for management roles, so check out our guides on2. (Leadership) Tell us about a time when you showed leadership. Emphasise the success of the conflict resolution in your answer. Collaborating and partnering. Describe a situation where you needed to inspire/lead a team. To answer this, you need to show you are comfortable with implementing and responding to change in an organisation. It pays attention to how we deliver messages to children and young people through our communication. Changing and improving competency what are employers looking for? One thing I would say is consider the department you're working for and the area you're applying for. Why did you do it and how did you handle it? Handling a difficult decision or situation. All the tips you need for negotiating a salary increase or pay raise. Learn how to use the STAR technique in the aforementionedHow to handle competency-based interview questionsguide. This competency is most relevant for customer-facing or customer service roles in sectors from retail to insurance. Communication skillsand28. Describe a time when you faced resistance or negativity and how you responded to this. Woo hoo! A substantial majority of employees have not had a pay rise, or their pay has risen by less than the inflation rate, says Jonathan Portes, Professor of Economics and Public Policy, Kings College London. It gives you a chance to re-emphasise your strengths.. The COVID-19 pandemic, and the subsequent cost of living crisis, have deeply impacted social mobility in the UK. Delivering at pace is about getting things done and completed on time and to a high standard. . It tells you: This guide makes multiple references to the STAR interview technique. Have you looked at the civil service behaviours page? You want there to be a clear difference between the start and end of your story, explains Karen Glossop, founder of Resonance Training. Thats the mission Neurodiversity in Business (NiB) is committed to, a charity launched last year with the goal of helping businesses to build more supportive workplaces, and to support neurodivergent job seekers and employees to thrive in their working lives. What are your own development areas and what are you doing to address these? Describe the personal skills needed to deal with conflict between other people. Tell us about an idea that you managed to sell to your superior. More often than not, those that do are experienced, high performing individuals. Reciting a conversation with a colleague isnt likely to excite the employer. When have you had to lie to achieve your aims? Previous. Conversely, employers also want people who stimulate creative tensions and encourage productive differences of opinion. Manager. My productivity increased significantly using this method. Also when you join our InterviewGold online training, you get detailed sample STAR answers for Delivering at Pace plus all the 9 Civil Service behaviours and much more. DELIVERING AT PACE - How to Choose EXAMPLES for CIVIL SERVICE - YouTube Read our tips from top interview experts and be more prepared for your interview than anyone else. They can lead and influence the way a brand looks and feels in the market and marketing manager duties can cover the entire spectrum of how a company communicates. Strength Mapping. Lots of people go into interviews thinking that they can just wing it; after all, there are so many potential questions that an interviewer can ask its almost impossible to predict, right? Adjust to changing environments while maintaining effectiveness. Prepare examples where you have delivered value for money. Exceeding sales targets: can you explain what the target was, how you managed the process and to what extent you delivered? Each job profile tells you: Big job interview coming up? The examples below show how you can convey PACE in your response. Pick a story that required you to be sensitive to the needs of fellow co-workers. Describe a situation where you had to explain something complex to a colleague or a client. As part of your interview preparation you should scrutinise the job description, says Kim Whitfield, head of resourcing atM&S. Employees who lack integrity can damage a companys brand and harm its image in ways that may take years to reverse. Where do you stand legally? Child support is a tax-free benefit that you can claim if you have children, and both employed and unemployed people can claim it. One of the main challenges that women in project management face is the lack of representation at the highest levels of the profession. Turning an unsatisfied customer into a satisfied customer by offering them an alternative product or service. Provide an example. What is an example of delivering at pace? Successfully manage, support and stretch self and team to deliver agreed goals and objectives. Delivering at pace competency what are employers looking for? Give an example where you underestimated the impact of your decisions on stakeholders external to your organisation. When providing examples of working under pressure, you should talk about time management using strong, recent examples, advises John Lees, author of Knockout Interview. How did you find the mistake? How did your colleagues or clients react and how did you deal with their reaction? They need to show confidence, market awareness and a deep understanding of the company. Youll nail the interview if you show you can: Employers value candidates who build positive, professional and trusting relationships with people across an organisation and outside it. Follows all the latest cover letter writing best practices Creativity competency what are employers looking for? Tell us about a time when you had to calm an angry customer. What approaches or strategies did you use? By showing that you personally picked up the ball and made something of a situation, youre demonstrating a level of practical creativity which had measurable value.. Taking control competency what are employers looking for? For this competency, employers want people who are: This competency is about being able to sensitively navigate internal communications. Self-awareness is a valuable trait for employees of almost all industries. How did you make decisions? This kind of question is often directed at those returning to work after some time out of the market. Its especially relevant for jobs like event planning. 10. Concentrate on a time when you failed to engage at the right level in your organisation. Dealing with a difficult customer competencies what are employers looking for? Show willingness to learn new methods, procedures, or techniques. Choose a situation where the changes you made or the action you took turned something negative into a positive. Managerial competencies what are employers looking for? Say what the result was and what you learned from it. Handling a difficult decision interview answers, Adaptability example interview questions. John Lees, career coach and author of Knockout Interview, advises examples such as: telling someone theyre underperforming, saying no to a request for promotion, issuing a verbal warning, or telling someone theyre going to be made redundant. How did it turn out? Employers are looking for people who meet deadlines, and track their own progress against milestones or targets. Delivering at Pace - What Does it Mean to Deliver at Pace AND How to Showcase Your Abilities During a Job Application Tell me about a time when you were late delivering a piece of work? Do you prefer to communicate verbally or in writing? The employer is looking for your ability to accurately analyse a situation and identify the right solution. Once youve picked a scenario, the STAR technique helps you to describe how you created a positive outcome for all involved, says LaRue. Work out what changes are likely to occur because of them. Quickly answer a couple of questions to find out (decision tree), See the benefits and drawbacks of video interviewing in each location, What job can I do with my qualifications?. How do you maintain quality work under pressure? Leading and communicatingand28. Tell us about a project or situation where you felt that the conventional approach would not be suitable. Give us an example of a situation where you worked under pressure. What was the outcome of the situation, and how might that have differed if you hadnt communicated in the way you did?. Devising an innovative way of organising new projects. Leading and communicating competency what are employers looking for? They are seeking someone who possesses conflict management skills, empathy, and an understanding of other peoples feelings and needs. Employers are desperate for strong leaders that is people who lead others with conviction, passion and clarity, and engage them in a vision of the future. But could happiness have an impact on a persons career success or even a companys success? Think about your communication style, says John Lees, author ofKnockout Interview. Lees says: If pressure is a daily event, mention that fact and talk about non-routine pressure; how you respond in a crisis. When asking about this competency, an employer wants to know if you can deal with confrontational situations calmly, and that you have the skills to turn a negative customer experience into a positive one. Communication, interpersonal and leadership skills. What are your strongest and your weakest colleagues like? Tell us about a project where you achieved success despite the odds being stacked against you. Even better if you can show that it was additional to your ongoing tasks. Have you encountered a major obstacle when delivering a project, something that you ultimately overcame? And have you taken ownership of problems in your area or team and resolved them successfully? As a manager did you identify a risk in a project delivery? Civil Service Personal Suitability & Behaviour Statements (2023 Update) How did you ensure it fitted with the strategic direction of the department or your business function? Eek! The greater the outcomes the more engaging and powerful the scenario will be. The best way to answer is to give a genuine experience. That got some people down, but I just got on with the job and gave the project the same attention I gave it when it first crossed my desk., Resilience in itself is a positive quality, but its the process we go through to make us resilient thats interesting, says James Shaikh, recruitment manager at EY. For example, my project was sent back to the drawing board multiple times because of changes to policy. Copyright & database rights Totaljobs Group Ltd2023, https://www.totaljobs.com/advice/most-common-competency-based-interview-questions, Over 10,000 companies are looking for new employees on Totaljobs help them find you, How to handle competency-based interview questions, Managing a quality service example interview questions. Margaret Buj, author ofLand That Job, says: Its also important that the achievements you share are relevant to the jobs youre applying for and that youre able toquantifyyour experience as much as you can. Figure out all your skills, talents and abilities before the interview (self-analysis and awareness). Lets look at some ideas to help refresh your memory.Remember, choosing an example which is recent, relevant and sufficiently complex for the role is vital to scoring well. Youll need to show two sets of skills: external awareness and the ability to plan effectively. For example you could ask: What opportunities would I have to use these skills here? This gets you useful clues about the kinds of projects handled, and organisational expectations about how things are monitored. Examples of sales skills include: Sales jobs fit a spectrum between simply looking for business leads, pushier techniques looking for a one-off transaction and consultative selling where it may take a long time to win a long-term sales relationship, explains John Lees, author of Knockout Interview. I don't know if they will ask more of this in the interview. Expert advice from BP, Hilton, PepsiCo and Boots HR professionals, How to reschedule an interview gracefully?, How to reschedule an interview due to illness?, How to reschedule an interview due to travel?, How to ask for feedback after interview?, Where can I find a template for asking for feedback after interview rejection.