The Top 50 interview questions and how to handle themWord文档下载推荐.docx
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The Top 50 interview questions and how to handle themWord文档下载推荐.docx
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Almostallinterviewswillincludeacompetencybasedelement.Therearemanydifferentquestionsthattheinterviewercanusetodeterminewhetheryoupossesscertaincompetencies.However,bymatchingtheroleprofilecompetenciestospecificexamplesfromyourpastinpreparationfortheinterview,youwillbeabletocovermosteventualities.
Duringtheinterviewmaketherightfirstimpression…..
1.
“Whydoyouwanttoworkhere?
”
MarkLightburn
Toanswerthisquestionyoumusthaveresearchedthecompany.
Replywiththecompany’sattributesasyouseethemandhowyourqualitiesmatchthem.
Aboutyou…..
2.
“Tellmeaboutyourself.”
Thisisnotaninvitationtorambleon.
Ifthecontextisn’tclear,youneedtoknowmoreaboutthequestionbeforegivingananswer.
Whicheverdirectionyouranswerultimatelytakes,besurethatishassomerelevancetoyourprofessionalendeavours.
Youshouldalsorefertooneormoreofyourkeypersonalqualities,suchashonesty,integrity,beingateamplayer,ordetermination.
3.
Whatisthebiggestchallengeyouhavefacedinworkinthepast12months?
Thisisoftenanopeningquestion,asitallowsyoutouseoneofyourstrongestexamplesandmayhelpyourelax.Totheintervieweritisalsoanindicationofwhereyournaturalfocusorachievementsmaybe–peopledevelopment,process,costreduction,changeetc.
MarkLightburn,
ArtisRecruitment(www.artiscc.co.uk)
4.
“Whatdoyouknowaboutthecentre/company/role?
”
Youarenotrequiredtobeanexpertontheorganisationorrole,butagenuineinterestandbasicunderstandingisexpected.
Ifyouareworkingwitharecruitmentconsultantthentheyshouldbeabletoprovideyouwithextradetailsandassistwithpreparation.Inaddition,lookforandusepressreleases,corporateandsocialwebsites.Ringthecallcentretoseehowtheyhandleyourcall:
dotheyoffer‘up-sell’,‘cross-sell’,howwastheservice?
Readthejobdescriptiontoprepareforthisquestion,afewkeyfactsorsomeknowledgeshowagenuineinterestandcommercialawareness.
5.
“Whydoyouwantthisjob?
Whilstmoremoney,shorterhoursorlessofacommuteareallpotentialfactorsforyournextrole,theyareunlikelytomakeyouthe‘standout’candidateoftheday.Knowwhatthecompanyarelookingfor,thepotentialjobavailableandalignthiswithyourcareertodate.
Highlightyourrelevantexperience,goalsandaspirationsinlinewiththerole,toshowcasewhyyouarethebestpersonforthejob.
6.
“Howwouldyourteam/managerdescribeyou?
Trytothinkabouthowyouwoulddescribeyourselfifsomeoneaskedyouforyourstrengths,thenrelatethesetowhatpeoplesayaboutyou;
peers,agents,managersandstakeholders.
Havethreeorfourattheready,ideallyinlinewiththeroleyouarebeinginterviewedfor.
Havetheexamplesorsituationsready,incaseyourinterviewerwantstodrilldownastowhyyouthinkorbelievetheseareyourkeystrengths.
7.
“Whatisyourbiggestachievement?
Ifpossible,thinkworkrelated.Therewillhopefullybeanumberofthingsyouaremostproudofinyourcareertodate.
Thinkaboutyourkeyachievements,weretheycommercial,peopleorprocessorientated?
Whatwasthecauseandeffect?
Howwereyouinvolved,whatwasimproved,savedordeveloped?
Ifyouareshortoncareer-basedexamplesthenusepersonalachievementswhichdemonstratethecommercialskillsrequiredfortherole,suchasteamwork,commitment,empathy,determination,attentiontodetail,etc.
8.
“Canyougivemeanexampleof…?
MichelleAnsell
Thesequestionswillmoreoftenthannotbebasedaroundtherolecompetencies.
Preparationandrehearsalarekeytoansweringtheseeffectively.
Youwillneedtwoorthreeinstancesofhowyoumayhave:
deliveredchange,managedconflict,improvedperformance,reducedabsence,increasedcustomersatisfaction,etc.
Youneedtobeabletoclearlyandconciselycommunicatetheproblem,solutionandoutcome.
9.
“Whathaveyoudonetopromotegreatcustomerservice?
Firstly,knowwhatyouthinkgreatcustomerservicelookslike.Lookforsituationsandexampleswhenyouhadanidea,aclient,orcustomercall,whereyoupersonallywentthatextramile.Didyouchangeaprocessorprocedure?
Orperhapsastaffmemberyoumentored,coachedoradviseddeliveredagreatcustomerservicewinorresultforyourteam,brandorbusiness.
10.
“Whatarethekeyfactorswhichmakeasuccessfulcallcentre?
Fundamentally,ifyoulookundertheskinofthebestteamsandcallcentres,theydohavecertainthingsincommon:
clearcommunication,environment,consistency,fun,performancemanagement,leadership,engagement,incentives,etc.
Thinkwhatmadeupthebestteamorcompanyyouhavebeenapartoforhaveseen.Haveexamplestobackupanystatementsforhowyouwouldplayapartin,orcreate,thisteamorenvironmentyourself.
11.
“Howdoyoumanagechange?
Changeisanessentialpartoflifeinanycallcentreenvironment,astheindustrystrivestoachievebestpracticefortheircustomersandstakeholders.
Havesomeexamplesonhowyoupersonallymanaged,or,wereaffectedbysomechange.Whatwasyourfocus,whatwereyouaimingtoachieveandhowdidyoudelivertheoutcome?
Knowwhattheproblemsencounteredwereandwhatwaslearntthroughandfollowingthetransformation.
12.
“Whatwasyourreasonforleaving?
Whereverpossiblebepositive,evenifyourrolewasshorttermordidn’tquiteworkoutasexpectedasitwillhaveaddedextraexperience,industryorskillstoyourcareerhistory.Althoughyouarenowlookingtomoveon,acknowledgewhatyoulearnedandwhatwasonofferatthetime.Demonstrateyourgoodreasonsforthedecisionsyoumadeandthatyouunderstoodwhatwastobegained,oracknowledgewhatyouhavelearntfrompastemployerexperiences.
MichelleAnsell,DouglasJackson(www.douglas-)
13.
“Givemeanexampleofhowyouhavedealtwithanunder-performingteammemberinthepast.”
Thisquestionisatypicalexampleofcompetency-basedinterviewing(CBI)inpractice.Itisthemostpopularinterviewapproach,basedonthepremisethatfutureperformancecanbepredictedbypastbehaviour.ThebestwaytoprepareforCBIsistorevisitthejobdescriptionandpersonspecificationbeforeyourinterviewandensurethatyouhavecoveredoffallbasesandcancomfortablyprovideexamplesforeachcompetency.Youmustbeabletodescribetheparticularscenario,theactionsyoutookandtheimpactithadonthebusiness.Approachthisparticularquestionbyoutliningtheprocessesyoufollowedtoinvestigateandresolvethisissue.Itisalsoimportanttoexplaintheoutcome.Forexample,youmayhavesetanagendaofrequiredactionsfollowingonfromthemeetingyouheldwiththeparticularteammember–canyoudescribewhatthatwas?
Ifyoucreatedaperformanceplanthatincludedcleartraininganddevelopmentobjectivesmakesureyousayso.Alwaysfinishbyexplaininghowtheactionyoutookimpactedonthebusiness,forexample,theteammemberstartedtomeetalltargetsandbringinmorerevenue.
14.
Withintheinterviewprocessyoumayberequiredtoperformarole-play.Apopularexampleofthisisbeingaskedtorole-playanescalatedcallwithanunhappycustomer.
Itisvitaltohaveclearobjectivesbeforeinitiatingconversationwiththecustomer;
whatisyourendgoal?
Ensureyouareawareoftheparameters,rulesandregulationswithinthecompany.Forexample,iftheissueisovermoney,canyourefundit?
Whatelsecanyouoffertopacifythecustomer?
Itisimportanttoremaincalm,confident,beclearandalwaysremembertoaskquestions.Theinterviewerislookingforapatientandcomposedresponse.Ifyouarestillunsureabouthowbesttoapproachrole-playscontactyourlocalrecruitmentconsultantwhoshouldbeabletoofferyouthoroughadvice.
15.
“Canyougivemeanexampleofatimewhenyouhadtomotivateanddevelopateaminachallengingworkenvironment?
GeoffSims
Duringinterviewsdifficultorawkwardquestionscouldcomeyourway.Theintentionisnottocatchyouout,buttotesthowyouoperateunderpressure.ThisquestionisagainintheformatofCBI;
remembertooutlinethespecificactionsyoutooktomotivateyourteam.Interviewerswanttoseeevidenceofhands-onexperience.Makesuretodescribeallprocessesundertaken,forexample,didyouuseincentivestomotivatetheteamordidyouimplementtrainingprogrammes?
Ifyouimprovedinternalcommunicationstohelpengagestaff,makesureyoumention
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