1
Q
What would you do if your manager asked you to perform a task you’d never done before?
A
- I am someone who is always up for a challenge, I would accept the task and find a way to complete it at a high standard
- This is an opportunity for me to learn something new and there are many I can go about completing this task
- I could utilise the knowledge of experienced co-workers or I could also research online
- I would try to find the best solution to complete the task at a high standard and within the given time frame
2
Q
If you made a mistake at work that no one else noticed, what would you do?
A
- I would inform my manger/supervisor about the mistake before immediately trying to correct the mistake
- I would try to find out why the mistake occurred and the steps the company and I can take to prevent these mistakes happening in the future as it could be costly to the business.
- I would share my findings with the other members of my team so that they could learn from the situation too
3
Q
You are working as part of a team and you notice two team members are constantly arguing. What would you do?
A
- I would try to resolve this a quickly as possible as it has the potential to disturb team morale and objective.
- Although it is not my responsibility it is in the best interest of the team to try and disband the tension
- I would approach each member calmly to understand the situation, but also explain the affect the argument could have on team morale
- I would ask them to try find a solution and offer my help. But if they don’t agree I’d raise it with my manager so necessary action is taken.
4
Q
What would you do if an angry or dissatisfied customer confront you?
A
- I would try to resolve the complaint quickly and calmly using a 5-step process I have learnt
- Step 1: Listen carefully to the complaint and ask probing questions to clarify and understand what exactly caused the dissatisfaction.
- Step 2: If necessary I would apologize for my actions or on behalf of the company, as it can usually defuse any conflict or anger
- Step 3: I would suggest a resolution for resolving their complaint, to meet their needs
- Step 4: I would confirm that they were happy with my proposal and I would make sure the proposal was carried out asap.
- Step 5: Take steps to prevent the issue from happening again as continued issues and complaints can have a negative effect on business.
5
Q
Your manager asks you to do something that is against organization policy. What would you do?
A
- Ultimately I must respect the authority of my manager by agreeing to carry out the task.
- However, I would politely but firmly express my concern that what I would be doing is against company policy, and I didn’t think it was right
- If possible I would suggest alternatives for the required task to be carried out and ensuring they fell in line with company rules even if it meant more work
6
Q
It’s late on a Friday afternoon and nearly time to go home. The company website crashes. What would you do?
A
- The one thing I would avoid doing is leaving the situation as it is as it can be very impactful for the business sales and revenues.
- I would quickly assess the problem myself to see if the issue is obvious and fixable immediately.
- However, if it wasn’t obvious I’d reach out to the IT department and inform them of the situation so they can attempt to fix the issue, and I would offer my help is needed.
- Only once the problem is rectified, would I inform my manager and then go home.
7
Q
How do you think you’d respond to working in stressful and pressurized situations?
A
- I always try to keep a positive and cool head when dealing with stressful and pressurized situations and carry out my work rationally.
- During these times I would utlise triage planning, ensuring the most critical work is set to be completed
- I like to create myself a plan of measurable actions that I need to complete and this usually allows me to remain in control
- However in the situation where I begin to struggle, I am comfortable with reaching out for support from either my co-workers or my manager.
- To ensure high standard of work is achieved
7
Q
What would you do if you had to collaborate on a project with a colleague with whom you disagreed?
A
- For the interest of the team, I’d put my opinions to one side, and ensure I stay positive so that we can maintain an effective work environment.
- I would listen to my colleagues and try to understand their ideas and viewpoints as well as put my suggestions forward, and create a plan that includes our best ideas
- At all times I’d be respectful of my colleagues and insist that our actions must keep the project goal in mind, so that we can achieve the best result.
