Interviewing:

Competencies explained and possible questions

Careers & Opportunities

Tel: 01- 4498526

Email: ckennedy@ncirl.ie
 What is a competency based interview?

Competency and behavioral interviews are based on the belief that past actions are a strong
indicator of future performance. They focus on the specific skills required to succeed in a
particular role e.g. communication, negotiation, drive etc. The interviewer is looking for a specific
example that demonstrates that you possess the competency required.

In order to prepare for a competency interview you must analyse the job, pick out the skills and
traits they are looking for and then identify the specific experiences you have had that highlight
these skills and traits.

• You will be questioned in detail about each competency so use a solid example where
you can remember a lot of detail. You may use examples from Work, College or extra
curricular activities.
• Be specific in your examples, don’t generalize
• Have a number of specific examples ready – don’t keep using the same one,
• The best way to answer the question is to use the three-step STAR process

Situation or Task - Describe the situation you were in or the task you had been assigned
Action -Describe the action YOU took, the suggestions YOU made, the obstacles YOU
overcame
Result - Highlight the positive result that was achieved as a result of your actions.

For example, you could explain about a specific time when communication broke down within
your project group (situation). To resolve the problem, you scheduled informal meetings for
people to discuss relevant issues (action). Morale then improved, as did the lines of
communication and you came in the Top 5 in the class (result).
 Competencies

Adaptability/Flexibility
• Open to doing things a new or different way.
• Stays positive when in the face of change.
• Assists co-workers’ when needed or required. Takes on new tasks.
• Accepts change even when ambiguity exists.
• Prioritises actions to respond to numerous demands.
• Manages emotions during times of change or stress.
• Can shift focus and activities in response to changing priorities.
Possible Questions
• Tell me about a time when you changed your priorities to meet demands.
• Describe a time when you received new information that impacted on a decision that you had made.
• Tell me about a time when you changed your behaviour to fit a situation.
• Tell me about a time when you had to change your plans as a result of new information or changing
priorities.
• Please give an example showing how you adapt to different situations / environments/ people
• Tell me about a decision you made while under a lot of pressure.

Client/Customer Focus
• Committed to providing excellence in customer care and service
• Goes above and beyond expectations
• Instills in others a desire to provide a quality customer service.
• Recognises client satisfaction as a critical factor in the success of a business.
Possible Questions:
• Give an example of how you exceeded customer expectations.
• Tell me about a time when you had to deal with a customer service issue.
• Describe a situation in which you promoted a customers needs within your organisation, did you have to
overcome any resistance?
• Describe a time when your relationship with a customer was difficult and what you did about it.
• Describe a situation in which a customer had an unusual business need, and you were responsible for
finding a way to meet the need.
• Give an example of a time when you had to deal with an angry customer. What was the problem and
what was the outcome? How would you assess your role in dealing with the situation?
• Give me an example of when you initiated a change in a process in response to customer feedback.
• What do you dislike about dealing with people or customers?
• Have you received criticism relating to a service that you have delivered?

Communication:
• Presents information, written or verbal, in a clear/ fluent/concise/compelling manner.
• Can communicate their position or point of view clearly.
• Is an active listener.
• Establishes and maintains effective lines of communication.
• Effective two-way communicator.
• Explains complex issues in straightforward manner.
• Questions others effectively and checks understanding on both sides.
Possible Questions:
• Describe a situation you were involved in that required a multi-dimensional communication
strategy.
• Give an example of a difficult or sensitive situation that required extensive communication.
• Describe a time when you got crucial information from another person. Describe how you
approached this.
• Describe a time when someone misunderstood what you were trying to communicate.
 • Tell me about a time when you worked with people from a different culture. What did you do to
overcome barriers to communication
• Tell me about a time when you used tact and diplomacy when communicating with someone
• Tell me about a presentation you have given recently? How did you prepare? Who was in the
audience? What was their reaction to your presentation?
• Give me an example of a time when you had to work with a group of people you had not met
before. How did you deal with this?
• Give an example of a time when you communicated a complicated idea to someone. How did you
approach this? What was your strategy to ensure they understood? How did you check that they
understood?
• Give an example of where you used your written communication skills to get a point across
• Describe a time when you successfully communicated with someone you did not like.
• Describe a situation that demonstrates the quality of your listening skills.

Continuous Learning/Self Evaluation

• Continuously identifies areas that need improvement.
• Maintains awareness of internal and external trends.
• Addresses learning requirements by: keeping abreast of new directions, reading, seeking appropriate
experiences, training, course work etc
• Self-assesses and seeks feedback from others to identify strengths and weaknesses and ways of improving.
Possible Questions
• Tell me about a job that you had which required you to learn new things.
• Describe a decision you made that you would change if you had to do it over again.
• When you have discovered an issue with your work performance, what did you do about it?
• Tell me about a time when your manager gave you feedback about your work performance. What did
you learn about yourself?
• What have you done to further your own professional development in the last XX years?
• Discuss the highlights of your most recent educational experience. Did you accomplish any special
achievements? What were your most difficult challenges?
• Describe a situation where you had to request assistance on a project.
• How did you find the transition from school to college? Did you face any particular problems?
• Tell me about a time when you were dissatisfied with your performance. What did you do about it?

Creativity:
• Identifies fresh approaches
• Willing to question traditional assumptions
Possible Questions:
• Tell me about a time when you developed a new idea for your organisation. What was innovative about
this idea? What resistance, if any, did you encounter as you attempted to “sell” your idea to your
colleagues or customers, and how did you overcome it?
• Describe the most significant or creative presentation/idea that you developed/implemented.
• Can you give me an example of how you have been creative in completing your responsibilities?
• Please give an example of when innovation was required at work? What did you do in this situation?
• Describe something you have done that was new and different for your organisation, that improved
performance and/or productivity.
• Tell me about a time when you identified a new, unusual or different approach for addressing a problem
or task.
• Tell me about a recent problem in which old solutions wouldn't work. How did you solve the problem?
Cross Functional Collaboration:
• Establishes working relationships across functions.
• Proactively engages with parts of the business to achieve mutual success.
• Proactively builds cooperative relationships across the company.
• Works effectively with co-workers and colleagues from different departments and disciplines.
Possible Questions
• How have you helped cross functional teams work together?

Drive:
• Sets and achieves challenging goals.
• Exhibits energy and enthusiasm while always remaining focused on results.
• Plans work in a structured fashion and finishes tasks within deadlines and to a high standard.
• Outs themselves forward for positions of responsibility
• Drives themselves to exceed goals. Record of consistently achieving success. Brings energy and
enthusiasm to their role and is capable of working on own initiative
• Seeks to better themselves through feedback.
• Gets results and finishes tasks where others may not.
• Learns from disappointments and setbacks.
Possible Questions
• How will you approach studying for your final exams?
• Tell me about a situation where you had to persist to complete a major task whilst under pressure or in
the face of setbacks.
• What have you done that shows initiative and willingness to work?
• What are your three major accomplishments?
• What is your greatest achievement? What was challenging about what you did?
• Tell me about a time when you have incorporated other ideas to improve your own performance
• Tell me about a time from work when you encountered a problem and your manager was not available.
What was the nature of the problem? How did you handle that situation? How did that make you feel?
• What positions of responsibility have you held? What did you enjoy most and least about these?
• Describe a goal you set yourself that you didn’t achieve. What did you do about it?
• Tell me about a time when you had a heavy workload. How did you deal with this?
• Tell me about the most challenging aspects of one of the positions of responsibility you have had?
• Tell me about a situation where you have had to use your initiative. What was the outcome?
• Give an example of when you have exceeded someone’s expectations.
• Tell me about a situation where you have been criticised. How did you react?
• Tell me about a time when you worked hard to ensure a positive relationship with a co-worker.
• Can you talk about a project you worked on which did not go as well as planned
• Describe a time when you removed and obstacle in order to achieve a specific objective
• Describe a time when you set yourself a goal. How did you go about achieving it?

Impact and Influence:

• Ability to gain support from and motivate others
• Builds relationships
• Able to positively influence others
• Listens, understands, and responds well to others
Possible Questions
• Describe a recent situation in which you convinced an individual or a group to do something.
• Describe a time when you went through a series of steps to influence an individual or a group on an
important issue.
• Describe a situation in which you needed to influence different people with differing perspectives.
Leadership:
• Able and willing to take on leadership roles
• Builds highly effective teams with a shared vision
• Sensitive to the thoughts and feelings of other team members.
• Transforms the vision into meaningful objectives that others can relate
Possible Questions:
• Tell me about a time when you had to lead a group towards a goal.
• Describe a situation where you inspired others to meet a common goal.
• Tell me about a time when you influenced the outcome of a project by taking a leadership role
• What leadership qualities do you think are important? How have you demonstrated these qualities?
• Describe a situation in which you were able to persuade someone to approach things your way. How did
you do this?
• Describe a leadership situation that you would handle differently if you had it to do over again.
• What experience have you had that makes you feel you would be a good manager?
• What have you done to develop the skills of your staff?
• Tell me about a time when you sought additional responsibility.
• What have you done in your present/previous job that goes beyond what was required?
• How would you motivate an employee who was performing poorly?

Negotiation/Persuading
• Ability to effectively promote a product/idea.
• Recognises the needs of the other party.
• Ability to present a logical case or argument and via an understanding of the needs of the other person or
party, pick those features and benefits most suited to the occasion.
Possible Questions
• Please give an example of a time that you have sold an idea/ product by identifying a need, issue or
concern in the mind of the person you are selling to?
• Describe the most recent time you presented a persuasive argument to another person
• Please describe the last sales call that you made?
• Give an example of when you adapted your sales approach to suit the person you were selling to?
• Describe a time when you could not persuade someone to your point of view
• What is the most difficult sales situation that you have ever encountered?
• Please describe an issue you have negotiated in which the parties had a difficult time coming to
agreement. Describe the nature of the disagreement, how you helped the parties work through the
problems, and the end result.
• Describe a time when you "sold" a new idea to your Manager.
• Tell me about a time when you could not convert someone to your point of view?
• Tell me about the most difficult sales situation that you have ever encountered?

Organisational Awareness:

• Desires to make an impact by using their understanding of the structures and culture of their environment.
Working with formal and informal structures to achieve and exceed goals and targets.
Possible Questions
• Describe the culture of your organisation and give an example of how you work within this culture to
achieve a goal.
• Describe the things you consider and the steps you take in assessing the viability of a new idea or
initiative.
• Tell me about a time when you used your knowledge of the organisation to get what you needed.

Prioritisation/Planning:
 • Organise multiple assignments, sometimes of a complex nature or involving competing priorities, to produce
work products that are accurate, thorough, and on time.
Possible Questions:
• It is normal to have simultaneous work requests placed on you. Please describe a situation of this type
that you have faced. Be specific about the nature and number of the requests, and how you prioritized
them.
• Tell me about a situation where you had to face multiple demands or where priorities kept changing.
How did you deal with that?
• Give an example of a time when you did not meet a deadline. How did you handle it?
• Are you better at working on many things at a time, or are you better at working on and getting results
on a few specific things?
• Name one of your best accomplishments, including where the assignment came from, your plans in
carrying it out, how you eventually did carry it out, and any obstacles you overcame.
• When was the last time that you had to take on extra work at short notice?
• How do you manage your own time and objectives?
• When was the last time that you had to work to a particularly tight deadline?
• How do you determine your priorities?
• How do you monitor the progress of projects or tasks?
• Tell me about a time when you had to do a number of things at the same time. How
did you handle it? What was the result?

Problem Solving / Judgment Critical Analysis:

• Possesses analytical abilities, curiosity, creativity, business judgment, tolerance for ambiguity, and
quantitative facility.
• Analyses problems. Considers all available information and anticipates wider impact of the outcome.
• Understands and interprets information quickly and accurately.
• Critically analyses issues and breaks them down into their component parts.
• Generates solutions or new ways of doing things in response to identified problems.
• Ability to rapidly assimilate information and differentiate between relevant and irrelevant information.
• Ability to acquire and manage complex information and to make decisions based on the effective analysis of
the data.
• Challenges information, evaluates the consequences of different approaches.
Possible questions:
• Tell me about a time when you had to identify the underlying cause of a problem.
• Describe a time when you saw an issue in a different way to someone else.
• Describe a time when you had to analyse a problem and generate a solution.
• Tell me about a situation where you had to solve a problem or make a decision that required careful
thought. What did you do?
• Describe a situation in which you recognised a problem and then devised a solution to it. Explain the
nature of the problem, the solution you devised, the most difficult obstacle to overcome in the process,
and what you did to ensure the successful implementation of the solution.
• Describe a difficult problem that you had to solve.
• Describe a situation where you had to make a decision even though you did not have all of the
important information. What was the situation? How did you overcome the lack of information?
• Describe the most complex problem or issue you have dealt with on the job. How did you arrive at the
solution?
• Talk me through a time when you transferred learning from one situation to another in order to be more
effective.
• How do you go about solving problems at work?
• Tell me about a specific time when you eliminated or avoided a potential problem before it happened.
• Give me an example of an idea that you had for improving an existing process. What was your idea?
How did you persuade others to implement it? What were the benefits?
• Tell me about a time when you had to make a decision, but didn't have all the information you needed.
Relationship Building/ Management
• Able to establish and maintain relationships with people at all levels.
• Builds effective working relationships both internally and externally, co-operates with others and gains their
respect.
• Diplomatic handling of disagreements and potential conflict.
• Proactive in developing and maintaining positive relationships/partnerships with both external customers and
colleagues.
• Builds credibility quickly
• Manages multiple working relationships
Possible Questions
• Describe a situation in which you developed an effective win/win relationship with a client. How did you go
about building the relationship?
• Tell me about a time when you relied on a contact in your network to help you with a work-related task or
problem.
• Give me an example of a time when you deliberately attempted to build rapport with a co-worker or
customer.
• Tell me about a time when you’ve worked on a project that required you to develop a positive working
relationship with someone.
• Using examples, show me that you can adapt to a wide variety of situations, people and environments.

Resilience:
• Works to a consistently high standard when under pressure.
• Maintains effective work performance in the face of pressure, uncertainty and change.
• Ability to manage projects and to consistently deliver on agreed deadlines and standards.
• Overcomes obstacles or setbacks, which arise. Is flexible in accommodating unforeseen circumstances.
Maintains consistent performance regardless of setbacks.
• Develops strategies for dealing with periods of increased activity and pressure.
• Maintains effective work performance in the face of pressure, uncertainty and change. Remains upbeat and
calm. Can remain detached when making tough interpersonal decisions.
• Shows enthusiasm and energy.
Possible Questions:
• Tell me about a time when your work or an idea was criticised.
• Tell me about a time when you felt under pressure.
• Tell me about a time when you felt frustrated by your work.
• How do you motivate yourself?
• How do you manage uninteresting tasks?
• How do you pick yourself up after a bad experience?
• How would you react if an extremely angry client or candidate phoned you demanding an answer to a
problem that had been passed throughout the organisation for a number of weeks?
• What advice would you give to a colleague in a stressful situation?
• Can you describe a situation where you faced overwhelming odds yet succeeded? What odds did you
face? How and why did you succeed?
• Give an example of a situation where you knew you were right, but were being asked to abandon your
position. What was the issue and the nature of the resistance? How did you attempt to overcome this
resistance? What was the final outcome?
• Tell me about a time you had difficulty with a supervisor or instructor? How did you resolve it ?
• Describe a situation where you had to think on your feet to extricate yourself from a difficult situation.
• Describe a time when you were faced with a problem that tested your coping skills.
• Tell me about a time where you conformed to a policy with which you did not agree.
• Tell me about a difficult situation you were in where you maintained a positive attitude.
Results Orientation:
• Translates strategy into meaningful objectives that demonstrate a clear understanding of what is required
and that others can relate to.
• Rolls out strategies to maximise employee performance
• Co-ordinates resources and manages activities to achieve high standards
• Champions measurement on delivery of results
• Willing to take personal responsibility to initiate activities and drive objectives through to a conclusion.
Possible Questions:
• Tell me about a time when you set and achieved a goal.
• Tell me about a time when you improved the way things were done on the job.
• Describe something you have done to improve the performance of your team.
• Describe a situation in your career in which a goal or objective was under threat. What was the specific
goal? What were the obstacles in your path, and what specifically did you do to overcome them?

Strategic Thinking:
• Takes a broad scale, long term view, assessing options and implications
• Comprehends basic goals and strategies developed by others and aligns own work accordingly
• Makes decisions, sets priorities or develops goals on the basis of future potential
Possible Questions
• Describe a challenge or opportunity you identified based on your industry knowledge, and how you
developed a strategy to respond to it.
• Describe a time you created a strategy to achieve a longer term business objective.
• Describe a time when you used your business knowledge to understand a specific business situation.

Teamwork:
• Works collaboratively with others to achieve a common goal
• Seeks input from team members and listens to their viewpoints.
• Recognises when a compromise is needed for the greater good of the team
• Suggests methods for maximising the involvement of team members.
Possible Questions
• Tell me about a time when you worked successfully as a member of a team.
• Describe a situation where you were successful in getting people to work together effectively.
• Describe a situation in which you were a member (not a leader) of a team, and a conflict arose within the
team. What did you do?
• Tell me about a time when you approached someone about their unacceptable behaviour? How did you
tackle this?
• Please describe a situation in which you built a team. Explain the groups with which you worked, your
common goal, the specific role you played in bringing everything together, and the outcome.
• Tell me how you guided a group of individuals with different agendas towards a common goal
• Tell me about a time when you coached someone to help them improve their performance.
• Give me an example of a time when you recognized that a member of your team had a performance
difficulty? What did you do?
• Tell me about a time when you worked with someone who was difficult to get along with. Why were they
difficult? How did you handle them?
• What tends to be your approach in working with a group?
• Tell me about a time when you persuaded others to follow your lead but in hindsight would have done
things differently.
• What is your favourite role in a team?
• Tell me about a time you had to reach a compromise or guide others to a compromise.
• Getting team members to co-operate/take action can be difficult. Give an example of when you had to do that
and what challenges you faced. What was the outcome? What was the long-term impact on your ability to
work with this person?
• What factors do you think are important for the successful functioning of a team you have been a part of?
Tell me about a situation where a team you belonged to did not work well? What did you do to try to
improve the situation?
• Describe a time when you changed the way you were doing something due to someone else’s suggestions.
• Give me an example of a situation in which you had to motivate others to achieve a goal.
• What do you see as the advantages and disadvantages of teamwork?
• Tell me about a time when you have convinced team members that they could achieve something more
than they thought themselves capable of.
• Tell me about a time when you encouraged people within your team to improve their performance. How did
you approach this?
• Describe a time when your team mates on a project disagreed with your ideas/suggestions. What did you
do?
• Describe a time when someone you worked with was not doing their share. Who, if anyone, did you tell
about it? Did the person you told take any steps to correct the person? Did you agree or disagree with the
manager's actions?
• In a team leader role, have you ever had to approach someone about their behaviour? What steps did you
take? How did that make you feel? How did you prepare yourself?
 Links to Information on Competency Interviews

Alberta Government- Competencies- Developing competence in…

http://www.financialcareers.gov.ab.ca/competencies/

Alberta Public Service Competency Model

http://www.pao.gov.ab.ca/learning/competencies/apscomp/aps-competencies.htm

BC Assessment- Sample Question and Answer – Competency Interview

http://www.bcassessment.bc.ca/pdf/about/careers/selection_june_2005/how_to_prepare_for_interview.pdf

Carnegie Mellon Human Resources

http://hr.web.cmu.edu/forms/managers/InterviewQuestionsBehavioral.pdf

Illinois Leadership- Emotional Competency Development Guidelines-

http://www.illinoisleadership.uiuc.edu/eci-u/cluster/cluster4.asp

Kent University – Sample Questions and Answers

http://www.kent.ac.uk/careers/interviews/competencyinterviews.htm#MARKETING

Lloyds TSB- Comepetencies

http://www.lloydstsbjobs.com/competencies.asp

Michigan State University – Competencies

http://www.hr.msu.edu/CMShrsite/Templates/ContentPage.aspx?NRMODE=Published&NRORIGINALURL=%2fHRsite
%2fHiringPostings%2fStaff%2fHiring%2fQuestions%2fInterview%2bQuestions%2ehtm&NRNODEGUID=%7bE571D34
5-6FDE-4F4A-95FD-8B94AB83807C%7d&NRCACHEHINT=NoModifyGuest#1

Monster- Competency Interviewing – Positive and Negative Indicators in your answers

http://content.legal.monster.co.uk/1341_en-GB_pf.asp

Morgan Spencer – Competency Based Interview Questions

http://www.morganspencer.co.uk/shell/interview-questions.aspx

Net-Temps.com : Sample Answer: Team Competency Question

http://www.net-temps.com/careerdev/crossroads/index.htm?op=view&id=1831&newsletter_id=402&archive=1

New Zealand Public Service Chief Executives' Competencies

http://www.ssc.govt.nz/display/document.asp?docid=4168&pageno=6

Public Works and Government Services Canada – Behavioural Competency Dictionary

http://www.solutions.gc.ca/oro-bgc/behav-comp/behav-comptb_e.asp

Top Employers – Interview Questions and Answers

http://www.topemployers.co.uk/downloads/TOPEMPLOYERS_INTERVIEW_QUESTIONS.pdf

University of Michigan
http://www.umich.edu/~hraa/empserv/deptinfo/basiccomp.htm

University of Wellington- Competency Questions

http://www.vuw.ac.nz/st_services/careers/job_hunting/behavioural_competency_interviews.html