Humanitarian Affairs Officer

On the job, there are many possible sources of conflict. Conflicts with:

► fellow employees

► management

► rules, procedures

► clients, customers

► demands of work vs personal life, family

The best way to approach a good answer is to look at if from the employers point of view---they want to be your first priority and they want you to solve problems (not bring them any). "I know everything cannot run smoothly at work all the time. When there is a conflict I usually try to determine the source of the problem and see if it can be solved. This might involve other members of the work team discussing the problem and offering possible solutions. I would then try to pick the solution which appears to have the best outcome and put it into action."

A natural follow-up to this would be: Tell me when you solved a conflict at work. So, have a brief example...a short story...to illustrate your approach. Even if not asked, you can offer your story! If it proves your point and accentuates a skill needed for the position, go with it.

► Tell me about the 2 or 3 biggest problems you have encountered in your work, and how you handled them.

► What would you say are your 3 major strengths? How will these strengths help you in this position?

► What would you say are your principal weaknesses or shortcomings? How might these interfere with your success in this position? How might you overcome them?

► What was the most creative or original contribution you made to your last organization?

► Could you describe a few situations in which your work was criticized? How did you handle that?

► What skills or abilities do you possess which have not yet been used in your career?

► How skillful are you at [insert major function to be performed]? Describe a situation where you needed that skill.

► How skillful are you at [insert major function to be performed]? Where have you used that skill in the past?

► If you had to choose between satisfying a [client/customer/member] and following policy, which would you choose?

► Tell me how you would expect to spend your time in a typical day in this position?

One strategy for preparing for behavioral interviews is to use the SAR Technique (often referred to as the STAR and PAR techniques as well.)

Sample SAR story:

► Situation (S):

Advertising revenue was falling off for my college newspaper,the Stetson Reporter, and large numbers of long-term advertisers were not renewing contracts.

► Action (A):

I designed a new promotional packet to go with the rate sheet and compared the benefits of Reporter circulation with other ad media in the area. I also set-up a special training session for the account executives with a School of Business Administration professor who discussed competitive selling strategies.

► Result (R):

We signed contracts with 15 former advertisers for daily ads and five for special supplements. We increased our new advertisers by 20 percent [quantities are always good] over the same period last year.

► Tell me about the 2 or 3 biggest problems you have encountered in your work, and how you handled them.

► What would you say are your 3 major strengths? How will these strengths help you in this position?

► What would you say are your principal weaknesses or shortcomings? How might these interfere with your success in this position? How might you overcome them?

► What was the most creative or original contribution you made to your last organization?

► Could you describe a few situations in which your work was criticized? How did you handle that?

► What skills or abilities do you possess which have not yet been used in your career?

► How skillful are you at [insert a major function to be performed]? Describe a situation where you needed that skill.

► How skillful are you at [insert a major function to be performed]? Where have you used that skill in the past?

► How many people were in the largest group that you have supervised? What kinds of positions were involved?

► What has been the hardest thing you have ever had to do as a manager? How did you approach that?

► As a manager, what do you look for when you are selecting people for your team?

► Describe a situation where you had to deal with a poor performer. How did you handle that?

► Tell me about your approach to motivating employees.

► If you had a general morale problem among your subordinates, what would you do about it?

► How would you set about building an effective work team in your branch/department?

► If you had to choose between retaining a poor performer and operating with a short-staffing situation, which would you choose?

► What would you do if you discovered an employee taking illegal drugs or drinking on the job?

► What would you do if you suspected that two of your unmarried employees have an intimate relationship? How would your approach be different if you had proof of such a relationship?

► What would you do if you suspected that two of your married employees are having an extramarital affair? How would your approach be different if you had proof of the affair?

► How would you respond if a subordinate asked you directly about an organization change/downsizing that had not yet been announced?

► What would you do if you suspected, but could not prove, that a subordinate was selling the organization's property for personal gain? How would your approach be different if you had proof?

► What would you do if you suspected that an employee was conveying sensitive information to an outside party/the media/a competing organization?

► What would you do if you suspected that an employee was selling member contact information to someone compiling mailing lists?

► What would you do if you discovered that a group of employees was having discussions with a union organizer?

► What would you do if two of your subordinates refused to co-operate with each other?

► What would you do if an subordinate was charged with a criminal offence?

► What would you do if a subordinate accused another employee of sexual harassment?

► What would you do if another manager's subordinate came to you with a serious complaint about her manager?

► What would you do about an employee who is chronically late for work?

► What would you do about an employee who exhibits excessive absenteeism?

► What would you do about an employee who appears to be padding her out-of-pocket expenses?

► What would you do about an employee who spoke abusively to a customer?

► How would you convince employees to reduce unnecessary waste and costs?

► What do you think would affect productivity levels in an operation like this?

► If you had to choose between satisfying a [client/customer/member] and following policy, which would you choose?

► Tell me how you would expect to spend your time in a typical day in this position?

► Tell me about a time when you needed to persuade someone to do something that they did not want to do? How did you go about this?

► Describe the most difficult communication you have needed to deliver to an inattentive audience. What did you do to prepare for this?

► In any role you have people you would rather not work with because their way of communicating is different to yours, or they're known to be difficult. Provide an example of a time where you have encountered this.

► Describe your decision making process when you choose to communicate via the phone, email or face to face?

► What do you think are the characteristics of a really effective communicator? When have you won an audience?

► Have you ever thought that people have not listened to you? What did you do in this situation?

► Tell me about a time where you have needed to sell an idea to your colleagues? How did you approach this?

► How would you describe your written communication style? Have you ever had to sell an idea through written words alone?

► Describe an idea that you've needed to sell "upwards." How did you go about this? What was the result?

► What was the most protracted negotiation you have managed? Describe a situation where you have needed to use many different tactics or techniques to overcome objections or obstacles?

► Have you ever given an impromptu presentation? How did that go?

► What are the elements of successful presentations? Describe one you have given. How did you know that you were effective in your communication?

► How do you know that you are a good communicator? Give an example of how you determine this?

► Provide an example of a situation when someone brought you a new idea that was odd or unusual and you did not want them to implement it. What did you do?

► Describe a time where you have gone out of your way to help a customer. What did you do and what was the result?

► In any role you can have people you don't want to deal with. Describe your worst example of this and how you managed that person.

► Tell me about a time where a customer did not accept the information you were providing and you needed to explain it in different terms.

► How have you ensured that your team or direct reports have managed to keep delivering high levels of customer service in challenging circumstances? Please provide an example.

► Give me an example of a time where you have needed to ensure that the organisation kept focussed on a particular customer. Why was that necessary? What steps did you take?

► Describe a time where you took over a difficult client. What did you do to ensure the relationship ran smoothly? What made a difference in this circumstance?

► Give me an example of where you have needed to say no to a customer. How did you do this, and still maintain a positive relationship?

► Have you ever had a client change their mind during a negotiation around a service you provide? What did you do to handle this situation?

► How do you determine whether a team member has client orientation? Provide an example of this.

► Describe a goal that you have achieved that has made you proud. Why was this important to you? What steps did you take to achieve your goal?

► Tell me about a time where you did not succeed at something?

► Many times in our lives we will have situations where we feel like we're juggling too much. Describe a time where you have thought this. What did you do and what was the result?

► How do you keep track of multiple priorities and still focus on quality. Describe a time when you did this.

► What's the worst setback you have encountered in your work? What did you do in this circumstance? How did you manage this situation? What did you learn?

► Describe a time where you ensured that others keep focussed on short, medium or long term goals? Is there anything you did to keep them focussed? How did this turn out?

► Describe a project you have managed where you needed to ensure others met their milestones or targets.

► Why are you interested in joining our organization?

► Why are you looking for a new position right now?

► Describe your [last/current] boss. How did you get along with her/him?

► What makes you angry or frustrated?

► What makes you feel happy or satisfied?

► Describe your perfect boss.

► Have you ever been fired? Tell me about it.

► If we called your [last/current] employer, what would they tell us about you?

► Does your present boss know you're looking? How did she become aware of that?

► For each of your previous jobs, please tell me the reason for leaving.

► How long do you think you would stay with us?

► Do you have any weaknesses on or off the job that I should know about?

► How would you describe your use of alcohol?

► How would your [last/current] boss describe you?

► How would your best friend describe you?

► Describe your personality for me.

► How many hours per week, on average, would you expect to put in on the job?

► Have you ever been affected by organization politics? Tell me about it.

► Describe your method of working.

► What kind of people do you like to work with?

► Why is it taking so long for you to find a new job?

► In your last organization, were you satisfied with your rate of advancement? To what do you attribute your rate of progress?

► There seem to be some gaps in your resume. Would you explain those for me?

► What do you know about our organization?

► What appeals to you about us?

► What concerns do you have about joining us?

► What salary were you receiving in your last position?

► What do you expect to be earning in 3 years?

► Who could we check with for references?

► What do you want to be doing 5 years from now?

► If you had complete freedom of choice, what would you choose to be doing at this stage in your life?

► What did you like best about your last job?

► What did you like least about your last job?

► What do you want to avoid in your next job?

► Where do you see your career going in the longer run?

► How did you get into this field?

► Which courses did you like best?

► Which courses gave you the most difficulty?

► What do you enjoy most about being a manager?

► What have been the major surprises you encountered in being a manager?

► What are you doing to continue developing your management skills?

► What are the qualities that make for a great manager?

► Which work-related organizations have you joined?

► What kinds of books and periodicals do you read?

► How do you spend your leisure time?

► If you had it to do over again, would you take the same [education/career path]? Why/Why not?

► Why are you interested in joining our organization?

► Why are you looking for a new position right now?

► Describe your [last/current] boss. How did you get along with her/him?

► What makes you angry or frustrated?

► What makes you feel happy or satisfied?

► Describe the person you would like to report to.

► Have you ever been fired? Tell me about it.

► When you call an employee into your office, what do they expect is going to happen?

► On the Friday before a long holiday weekend, if you had to choose between working overtime yourself, or having a subordinate work overtime, which would you choose?

► If you had to choose between solving a problem for a key customer, or solving a problem for a key employee, which would you choose?

► If your planned annual vacation conflicted with a major problem arising at work, what would you do?

► How many hours per week, on average, do you put in on the job? Is that about right?

► Describe you management style.

► What kind of people do you like to work with?

► Why did you close down your business?

► If we called your [last/current] employer, what would they tell us about you?

► If we talked to your previous/current subordinates, what would they tell us about you?

► Does your present boss know you're looking? How did she become aware of that?

► For each of your previous jobs, please tell me the reason for leaving.

► How long do you think you would stay with us?

► Do you have any weaknesses on or off the job that I should know about?

► How would you describe your use of alcohol?

► How would your [last/current] boss describe you?

► How would your best friend describe you?

► Describe your personality for me.

► How many hours per week, on average, would you expect to put in on the job?

► Have you ever been affected by organization politics? Tell me about it.

► Describe your method of working.

► What kind of people do you like to work with?

► Why is it taking so long for you to find a new job?

► In your last organization, were you satisfied with your rate of advancement? To what do you attribute your rate of progress?

► There seem to be some gaps in your resume. Would you explain those for me?

► What do you know about our organization?

► What appeals to you about us?

► What concerns do you have about joining us?

► What salary were you receiving in your last position?

► What do you expect to be earning in 3 years?

► Who could we check with for references?

► Describe a time where you needed to research a problem and come up with different alternatives to resolve it. How did you determine the most appropriate solution?

► Tell me about a time where you encountered something new and needed to work backwards from the end point

► What's the best idea you have ever had and successfully implemented?

► Talk about a project did not go as planned? What did you do to rectify it?

► Tell me about a time where you needed to consult several different groups to come up with an answer to an issue? What was the outcome?

► What's the most challenging workplace problem that you've encountered? What did you do to come up with a solution?

► If you inherited a team that you sensed was not performing optimally, what would you do to begin to solve the problem? Provide a case study to illustrate where you have done this.

► Describe the steps you normally take to make a decision. Tell us about a time where this did not result in the answer you anticipated and how you handled that.

► How do you assess the quality of decisions or recommendations that other people present to you? Provide an example?

► Describe a time where you needed to choose between a number of ideas? What criteria did you use?

► What do you want to be doing 5 years from now?

► If you had complete freedom of choice, what would you choose to be doing at this stage in your life?

► What did you like best about your last job?

► What did you like least about your last job?

► What do you want to avoid in your next job?

► Where do you see your career going in the longer run?

► How did you get into this field?

► Which courses did you like best?

► Which courses gave you the most difficulty?

► What do you enjoy most about being a [insert occupation]?

► What have been the major surprises you encountered in being a [insert occupation]?

► Which work-related organizations have you joined?

► What kinds of books and periodicals do you read?

► How do you spend your leisure time?

► If you had it to do over again, would you take the same [education/career path]? Why/Why not?

► Describe the most challenging group you have needed to manage. What did you do to get the results you needed from the group? What was the result?

► What do you think it takes to be a truly effective leader? Provide an example of where you have demonstrated this.

► Leadership can sometimes be about being unpopular. When have you been unpopular? Why?

► Tell me about a time when you have needed to lead a group of peers. What did you do in this situation?

► Do you think leaders are born or made? What's made you an effective leader?

► Give an example of where you have had someone challenge your authority or ability to lead. What did you do in this situation?

► Describe a time where you needed to juggle your own commitments with your leadership responsibilities. What did you do?

► Give an example of a time where you have needed to manage in a time of uncertainty, either restructuring, redundancies or a time where there has been a merge of organisations.

► What do you use as an indicator that people follow you? Provide an example.

► Describe an obstacle you have had in becoming a leader? What did you do?

► Tell me about a leadership role that you have had that was not part of your formal work, perhaps in the community or in sport. What approach did you take? Why did you commit your time to this?

► Who do you admire as a leader and what lessons have you learned and applied from this example?

► You have two team members having dispute. How do you ensure that you come up with a solution that is fair to all? Provide an example.

► In any team you have people that do not perform. Describe the toughest person you have had to manage where it ultimately led to that person leaving. How did you handle this situation?

► What is your definition of success?

► Who has exercised the greatest influence on you? What did you learn from her/him?

► For what kind of organization can you do your best work?

► What are the qualities that make for a great organization, in your opinion?

► What do think might be your most important contribution to our organization?

► What would make an organization unattractive to you as a prospective employer.

► What would you expect would happen if you and a fellow employee could not cooperate?

► What would you expect would happen if you were often late for work or absent?

► What would you expect would happen if you were discovered drinking or using illegal drugs on the job?

► What would you expect would happen if a client/member/customer complained about your work, or the way you spoke to her/him?

► What would you expect would happen on your first day on the job?