PERSONAL MOTIVATION: Commits self to work hard toward goals. Shows enthusiasm and career commitment.

Negative Examples Positive Examples

§ Less motivated than others to achieve § Shows drive and determination to get results
§ Gets mediocre results § Achieves goals and then seeks new ones
§ Complacent about achievements § Readily tackles demanding tasks
§ Prefers not to take on new responsibilities § § Looks forward to or enjoys a challenge
Sets easy targets and personal objectives § Gets outstanding results or exceeds targets frequently
§ Rarely exceeds targets § Keeps to all deadlines and commitments
§ Lacks enthusiasm
§ Does the bare minimum to get by
1 2 3
4 5 Poor Marginal
Acceptable Good Excellent

QUESTIONS FOR PERSONAL MOTIVATION

Job Related Factors: Results Orientation; Committed to work toward goals; Completes assigned tasks; Follows policies and
procedures.

Tell me about a time when a former supervisor (or teacher) gave you a Tell me about the last time you made an error that cost time/money or
task to accomplish and you had to work very hard to finish it. an undesirable outcome.
§ What caused this to happen?
§ Were you able to get everything done on time? § What did you do about it?
§ How often are you asked by someone to take on these types of tasks? § What was the final outcome?
 Tell me about a repetitive or tedious task you had to complete in your Tell me about a time when you had to follow policy or procedure when
last job (or at school). you didn’t particularly want to.
§ How did you motivate yourself to get it done? § What was the situation?
§ Were you able to finish the task on time? § What was the specific policy you were to follow?
§ Did someone ever mention anything about your ability to handle these § Why didn’t you feel it should be followed? § What specifically
types of tasks? What did they say? did you do?

GETTING ALONG WITH OTHERS/DEVELOPING RAPPORT: Interacts well with co-workers and consumers, respects other people's
feelings and viewpoints

Negative Examples Positive Examples

§ Makes disrespectful comments about people; does not value § Shows appreciation towards people
people § Stays very patient and shows empathy to people
§ Trivializes concerns of others § Supports others
§ Treats people rudely § Understands that all people have bad days and does not take things personally §
§ Makes no effort to get to know people Identifies with people and seeks to build a relationship
§ Curt and abrupt; not sympathetic to other people
1 2 3 4 5
Poor Marginal Acceptable Good Excellent

QUESTIONS FOR GETTING ALONG WITH OTHERS

Job Related Factors: Builds rapport in person and over the telephone; Handles difficult consumers; Gets along with co-workers;
Team Player.
 We all experience some unpleasant times with others. Tell me Tell me about the most irritating customer (or person) you had to deal with.
about the most trying time you have had working with § What did the person say or do?
someone. § What did you say or do in response?
§ How did you approach the situation? § How did the person feel when he or she left?
§ What did you say? § How were you able to work with this person again?
§ What did the person say in response?
§ Looking back on it, would you have done anything differently?
What?

Describe to me the last time you got along particularly well Tell me about a time when you felt you developed a great relationship with
with someone you were working with. someone you just met.
§ What were you working on? What was the situation?
§ How did you know that he or she was happy to work with § What do you say that helped create the relationship?
you? § How did you identify that is was a positive experience and relationship?
§ What did the other person do or say that led you to this conclusion

PROBLEM SOLVING & INFORMATION GATHERING: Probes the facts, analyzes issues and breaks them down into their
component parts. Makes systematic and rational judgments based on relevant information

Negative Examples Positive Examples

§ Jumps to conclusions without adequately exploring problems § Provides viable options quickly
§ Often unable to solve a problem without help § Critically examines information and explores a variety of solutions
§ Slow to analyze information and come up with a solution § Uses logic effectively to solve more difficult problems
§ Often reaches an incorrect solution based on the available information § Removes key barriers quickly
§ Does not probe to find new information § Approaches problems with a goal in mind
§ Asks probing questions to find out the correct information
 1 2 3 4 5
Poor Marginal Acceptable Good Excellent

QUESTIONS FOR PROBLEM SOLVING/INFORMATION GATHERING

Job Related Factors: Gathering Full/Complete Information; Determines problem cause and works towards resolution; Active
Listening; Bridging.

Tell me about a time when you had to collect information for a project Tell me about a time when you had to make a difficult decision but
or assignment (like in school or on the job) really didn’t understand your options. What did you do to explore
§ What steps did you take to find the necessary your options?
information? § How did you find out the information?
§ Were you successful in finding the information? § What all did you consider?
§ Did you find anything difficult? If so why? § What was the ultimate outcome?

Resilience/Adaptability: Is comfortable with changing and stressful situations; includes remaining calm and under control when under
pressure, staying positive and keeping difficulties in perspective.

Negative Examples Positive Examples

§ Allows stress to get to him/her; gets peers upset or anxious § Always bounces back quickly from a tough situation
§ Has difficulty adjusting to changes in procedures or schedules § Is very open to change; often leads others in changing situations
§ Shows irritation and annoyance when dealing with people § Stays optimistic and flexible
§ Remains calm during stressful situations
§ Thrives under pressure
 1 2 3 4
5 Poor Marginal Acceptable Good
Excellent

QUESTIONS FOR RESILIENCE/ADAPTABILITY

Job Related Factors: Works well under stress; Deals with Ambiguity; Rapidly recovers from stressful situations; Resilient;
Handles repeated stressful situations without reacting

Describe a situation in which you had to work under Give me an example of a time when you were ready to give up on
pressure/stress something to which you were previously committed but you stuck
§ What was the cause of the pressure/stress? with it.
§ How did you feel and react? § Describe the situation
§ What impact did this have on your work? § To what extent did others see how you were feeling?
§ What was the final outcome?
§ If you had it to do over again, what would you do differently?

Tell me about a time when you had a very bad day at work(school) Tell me about a time when you had some challenging feedback
What caused it? from a supervisor/teacher/peer/parent?
§ How did you handle the day? § Describe the feedback and why it was challenging § How did
§ How easy was it for you to go back into work (school) the next you respond to the feedback?
day? § What kept you going back? § Did you do anything differently?
§ If you had it to do over again, what would you do differently?
PERSUASIVENESS: Influences, convinces, or impresses others in a way that results in acceptance or agreement. Is clear, fluent and to the point.
Shows Confidence
Negative Examples Positive Examples
§ Backs down quickly when challenged § Uses a variety of techniques to influence others
§ Not as persuasive as others; gets bogged down with words § Seeks win-win solutions
§ Does not listen to others so that he/she may counter their § Gives facts, benefits and implications of an argument
objections § Gains commitment and agreement for own point of view
§ Fails to gain commitment from others § Handles objections convincingly, does not back down when challenged
§ Needs help in selling and expressing ideas/opinions articulately § Listens very carefully to concerns so that he/she can influence others in
§ Does not overcome objections different ways
§ States facts without selling benefits or giving implications § Is § Sells ideas as opportunities
readily agreeable § Expressive and interesting to listen to
1 2 3 4 5
Poor Marginal Acceptable Good Excellent

QUESTIONS FOR PERSUASIVENESS

Job Related Factors: Negotiating; Deals with difficult people; Upsells, empathetic professional.

Tell me about the last time you persuaded someone to your point Tell me about a time when you recognized an opportunity to resolve a
of view or to do something beneficial to you, themselves or problem in a new and innovative way and convinced others to implement
others. your idea.
§ What exactly did you say? § How did you present your idea to others?
§ What kind of agreement did you reach? § What were the objections?
§ What would you do differently? § How hard did you push your idea?
 § What was the ultimate result?

Give me an example of a situation when it was important for you Tell me about a time when someone tried to persuade you to do
to appear confident when talking to others. something you were not comfortable with.
§ Why was it important? § How did you handle the situation?
§ How did this make you feel? § Why were you uncomfortable?
§ What steps did you take to boost your confidence? § What was the outcome?