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How to Answer Hard Interview Questions and Everything Else You Need to Know to Get the Job You WantTRANSCRIPT
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and
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get
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Charl
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bo
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Visi
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atw
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IND
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16
8•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
�W
hatd
idyo
ulik
eab
outw
orki
ngin
the
grou
p?�
Wha
tdid
you
disl
ike?
Tell
me
abou
tatim
ew
hen
you
had
toge
tpeo
ple
tow
ork
toge
ther
mor
esu
ppor
tivel
y.
�W
hatc
ause
dth
eor
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ultie
s?�
How
did
the
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rsre
spon
dto
you?
�W
hatw
ould
you
dodi
ffer
ently
next
time?
QU
ESTI
ON
SA
BOU
TYO
UR
DEC
ISIO
N-M
AK
ING
SKIL
LSA
ND
JUD
GEM
ENT
Tell
usab
outa
rece
ntsi
tuat
ion
inw
hich
you
had
tore
ach
ade
cisi
onw
ithou
thav
ing
allt
hefa
cts.
How
doyo
uus
ually
goab
outs
olvi
nga
prob
lem
?
Wou
ldyo
usa
yyo
uar
ego
odat
mak
ing
deci
sion
s?
QU
ESTI
ON
SA
BOU
TYO
UR
COM
MER
CIA
LA
WA
REN
ESS
Why
,in
your
opin
ion,
docu
stom
ers
choo
seou
rpro
duct
san
dse
rvic
es?
How
coul
dw
em
ake
them
mor
eco
mpe
titiv
e?
Wha
tare
the
mar
kett
rend
sth
ataf
fect
us?
Wha
topp
ortu
nitie
sha
veyo
uha
dto
iden
tify
cost
savi
ngs
inth
epa
st?
Giv
ean
exam
ple.
How
did
you
choo
sew
here
tom
ake
the
savi
ngs?
How
muc
hm
oney
doyo
uth
ink
you
save
d?
How
toan
swer
hard
inte
rvie
wqu
estio
ns...
and
ever
ythi
ng el
se yo
u ne
ed
to kn
ow to
get
the j
ob yo
u w
ant
Charl
ie Gi
bbs
ho
wto
bo
oks
Publi
shed
by H
ow T
o Con
tent,
A div
ision
of H
ow T
o Boo
ks Lt
d, Sp
ring H
ill Ho
use
Sprin
g Hill
Road
Be
gbro
ke, O
xford
OX5
1RX
Tel: (
0186
5) 37
5794
. Fax
: (01
865)
3791
62
info@
howt
oboo
ks.co
.uk
www.
howt
oboo
ks.co
.uk
How
To B
ooks
grea
tly re
duce
the c
arbo
n foo
tprint
of th
eir bo
oks
by so
urcin
g the
ir typ
esett
ing an
d prin
ting i
n the
UK.
All ri
ghts
rese
rved.
No pa
rt of
this w
ork m
ay be
repr
oduc
ed
or st
ored
in an
infor
matio
n retr
ieval
syste
m (o
ther t
han f
or
the pu
rpos
es of
revie
w), w
ithou
t the e
xpre
ss pe
rmiss
ion of
the
Publi
sher
give
n in w
riting
.
The r
ight o
f Cha
rlie G
ibbs t
o be i
denti
fied a
s the
autho
r of th
is wo
rk ha
s bee
n ass
erted
by hi
m in
acco
rdan
ce w
ith th
e Cop
yrigh
t, De
signs
and P
atents
Act
1988
.
First
editio
n 200
8 Se
cond
editio
n 200
9 Fir
st pu
blish
ed in
elec
tronic
form
2009
© 20
09 C
harlie
Gibb
s
Britis
h Libr
ary C
atalog
uing i
n Pub
licati
on D
ata
A ca
talog
ue re
cord
for t
his bo
ok is
avail
able
from
the B
ritish
Lib
rary
ISBN
978 1
8480
3 362
7
Prod
uced
for H
ow to
Boo
ks by
Dee
r Par
k Pro
ducti
ons,
Tavis
tock
Type
set b
y Pan
tek A
rts Lt
d, Ma
idston
e, Ke
nt
NOTE
: The
mate
rial c
ontai
ned i
n this
book
is se
t out
in go
od
faith
for ge
nera
l guid
ance
and n
o liab
ility c
an be
acce
pted
for lo
ss or
expe
nse i
ncur
red a
s a re
sult o
f rely
ing in
partic
ular
circu
mstan
ces o
n stat
emen
ts ma
de in
this
book
. Law
s and
re
gulat
ions a
re co
mplex
and l
iable
to ch
ange
, and
read
ers s
hould
ch
eck t
he cu
rrent
posit
ion w
ith th
e rele
vant
autho
rities
befor
e ma
king p
erso
nal a
rrang
emen
ts.
QU
ESTI
ON
SA
BOU
TYO
UR
INFL
UEN
CIN
GSK
ILLS
Wha
tare
your
stre
ngth
sin
term
sof
influ
enci
ngpe
ople
?
�W
hat’s
your
appr
oach
inin
fluen
cing
othe
rs?
�W
hatc
ould
you
doto
mak
eyo
urse
lfm
ore
effe
ctiv
ein
influ
enci
ngot
hers
?
Giv
ean
exam
ple
ofw
hen
you
had
tose
ttle
adi
sput
ebe
twee
ntw
ope
ople
.
Hav
eyo
uev
erha
da
conf
lictw
itha
supe
rior?
How
was
itre
solv
ed?
Som
epe
ople
are
easi
erto
pers
uade
than
othe
rs.
Whi
chpe
ople
doyo
ufin
dit
hard
tope
rsua
de?
�W
hati
sit
that
mak
espe
rsua
ding
them
sodi
ffic
ult?
QU
ESTI
ON
SA
BOU
TYO
UR
DEV
ELO
PMEN
TO
FSE
LFA
ND
OTH
ERS
Wha
tdo
you
cons
ider
tobe
your
wea
knes
ses?
Wha
twou
ldyo
uco
nsid
erto
beyo
urde
velo
pmen
tnee
ds?
Inw
hatp
asts
ituat
ions
have
you
been
mos
teff
ectiv
ein
deve
lopi
ngot
hers
?
Wha
tdid
you
dosp
ecifi
cally
that
was
effe
ctiv
e?
Wha
twas
the
last
piec
eof
lear
ning
you
unde
rtoo
k?
QU
ESTI
ON
SA
BOU
TYO
UR
TEA
MW
ORK
ING
SKIL
LSTe
llus
abou
tthe
last
time
you
wor
ked
aspa
rtof
ate
am.
IND
EXO
FQ
UES
TIO
NS
•1
67
16
6•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
�W
here
doyo
ust
art?
�W
hatd
oyo
udo
toen
sure
ital
lget
sdo
ne?
�W
hatp
reve
nts
you
from
gett
ing
ital
ldon
e?
QU
ESTI
ON
SO
NYO
UR
LEA
DER
SHIP
OF
CHA
NG
ETe
llus
abou
tare
cent
time
whe
nyo
uha
dto
adap
tto
am
ajor
chan
ge
�H
owdi
dyo
uad
apt?
�W
hatw
asdi
ffic
ulta
bout
the
tran
sitio
n?
Tell
usab
outa
time
whe
nyo
uqu
estio
ned
orch
alle
nged
aw
ayof
wor
king
.
�W
hydi
dyo
uqu
estio
nit?
�W
hata
ltern
ativ
edi
dyo
usu
gges
t?�
Tow
hate
xten
twer
eyo
urid
eas
used
?
QU
ESTI
ON
SA
BOU
TYO
UR
LEA
DER
SHIP
SKIL
LSDe
scrib
ea
time
whe
nyo
uha
dto
coor
dina
teth
ew
ork
ofot
herp
eopl
e.
�W
hatw
ere
you
tryi
ngto
achi
eve?
�H
owdi
dyo
ugo
abou
torg
anis
ing
the
wor
k?
Thin
kof
som
eone
who
ispa
rtic
ular
lyef
fect
ive
inpr
ovid
ing
lead
ersh
ip.
Wha
tdo
you
thin
kth
eydo
succ
essf
ully
?
QU
ESTI
ON
SA
BOU
TYO
UR
CUST
OM
ERA
WA
REN
ESS
Wha
t,in
your
view
,mak
esit
diff
icul
tto
rela
tew
ellt
oce
rtai
ncu
stom
ers?
Tell
me
abou
tare
cent
situ
atio
nw
hen
you
had
tobu
ilda
rela
tions
hip
with
ane
wcu
stom
er.
Giv
em
ean
exam
ple
whe
nyo
uha
vegi
ven
exce
llent
cust
omer
serv
ice.
CON
TEN
TS PREF
ACE
xi
1FI
NDI
NG
THAT
JOB
1Fi
lling
inyo
urap
plic
atio
nfo
rm2
Curr
icul
avi
tae
3
2PR
EPAR
ING
FOR
THE
INTE
RVIE
W5
Asse
ssin
gyo
urse
lf6
Pers
onal
ratin
gsan
dco
mpe
tenc
ies
6Le
vels
ofco
mpe
tenc
e10
Rese
arch
ing
the
orga
nisa
tion
31Ti
min
gis
ever
ythi
ng34
Plan
ning
wha
tto
wea
r35
Wha
tsho
uld
Itak
ew
ithm
e?38
Outs
ide
the
drag
on’s
den
39
3LE
GISL
ATIO
NTH
ATEM
PLOY
ERS
NEE
DTO
COM
PLY
WIT
H40
Legi
slat
ion
affe
ctin
gre
crui
tmen
t40
Reha
bilit
atio
nof
Offe
nder
sAc
t197
441
Sex
Disc
rimin
atio
nAc
t197
541
Race
Rela
tions
Act1
976
44Tr
ade
Uni
onan
dLa
bour
Rela
tions
(Con
solid
atio
n)Ac
t199
245
Disa
bilit
yDi
scrim
inat
ion
Act1
995
45As
ylum
and
Imm
igra
tion
Act1
996
48Po
lice
Act1
997
50Em
ploy
men
tEqu
ality
Regu
latio
ns20
0351
Data
Prot
ectio
nAc
t199
851
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entt
ribun
al51 V
VI
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OW
TOA
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RV
IEW
QU
ESTI
ON
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GTH
EEM
PLOY
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PERS
PECT
IVE
54Pr
epar
atio
n54
Cond
uctin
gth
ein
terv
iew
55Th
eim
port
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terv
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note
s56
5CO
NDU
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INTE
RVIE
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6CO
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INTE
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WTO
ANSW
ERTH
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urdr
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chie
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your
stra
tegi
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urre
latio
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pbu
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mm
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alaw
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105
The
‘...an
dfin
ally
’que
stio
ns10
9
7Q
UEST
ION
SYO
UCA
NAS
KAT
YOUR
INTE
RVIE
W11
3Fi
rst-
roun
din
terv
iew
s11
3Fi
nal-
stag
ein
terv
iew
115
8Q
UEST
ION
SAS
KED
BYRE
ADER
S11
7Se
arch
ing
fori
nfor
mat
ion
117
9AF
TER
THE
INTE
RVIE
W12
2Le
arni
ngfr
omre
ject
ion
122
Resi
gnin
gfr
omyo
urcu
rren
tjob
127
IND
EXO
FQ
UES
TIO
NS
QU
ESTI
ON
SA
BOU
TYO
UR
DRI
VE
FOR
ACH
IEV
EMEN
TTe
llm
ew
haty
oukn
owab
outo
urbu
sine
ss?
Giv
ean
exam
ple
ofw
hen
you’
veex
perie
nced
ase
tbac
k.
Wha
thav
eyo
udo
neto
prog
ress
your
educ
atio
nto
date
?
QUE
STIO
NS
ABO
UTYO
URST
RATE
GIC
THIN
KIN
GIn
wha
tpas
tsitu
atio
nsha
veyo
ush
own
mos
tevi
denc
eof
visi
onar
y/st
rate
gic
thin
king
?
Wha
tdo
you
see
asth
em
ain
thre
ats
toou
rbus
ines
sin
the
long
-ter
m?
Wha
tcan
we
doto
ensu
relo
ng-t
erm
succ
ess?
QU
ESTI
ON
SA
BOU
TYO
UR
RELA
TIO
NSH
IPBU
ILD
ING
Tell
me
abou
tare
cent
situ
atio
nw
hen
you
had
tobu
ilda
rela
tions
hip
with
ane
wco
lleag
ue.
Why
was
the
rela
tions
hip
impo
rtan
t?
Thin
kof
som
eone
who
’spa
rtic
ular
lyef
fect
ive
atbu
ildin
gan
dm
aint
aini
ngre
latio
nshi
psw
ithot
hers
.W
hatd
oth
eydo
exac
tly?
How
doyo
ube
have
whe
nyo
um
eetn
ewpe
ople
?
QU
ESTI
ON
SA
BOU
TYO
UR
CON
TIN
UO
US
IMPR
OV
EMEN
TTe
llus
abou
tatim
ew
hen
you
initi
ated
anim
prov
emen
tatw
ork.
Tell
usab
outh
owyo
uno
rmal
lyco
pew
itha
loto
fwor
k.
16
5
This
pag
e in
tent
iona
lly le
ft bl
ank
10TE
LEPH
ON
EIN
TERV
IEW
S13
0
11FU
RTH
ERTY
PICA
LIN
TERV
IEW
QUE
STIO
NS
133
Driv
efo
rach
ieve
men
t13
3St
rate
gic
thin
king
136
Rela
tions
hip
build
ing
137
Com
mer
cial
awar
enes
s13
8Le
ader
ship
ofch
ange
140
Lead
ersh
ipsk
ills
142
Cont
inuo
usim
prov
emen
t14
4Cu
stom
eraw
aren
ess
147
Deci
sion
-mak
ing
skill
san
dju
dgem
ent
149
Influ
enci
ngsk
ills
151
Deve
lopm
ento
fsel
fand
othe
rs15
4Te
amw
orki
ngsk
ills
156
Spec
ialis
tkno
wle
dge
157
Appe
ndix
:The
joke
’son
HR
159
Inde
xof
ques
tions
165
Inde
x16
9
CO
NTE
NTS
•V
II
This
pag
e in
tent
iona
lly le
ft bl
ank
�So
me
drin
kfr
omth
efo
unta
inof
know
ledg
e;he
only
garg
led.
�Ta
kes
him
two
hour
sto
wat
ch60
min
utes
.�
The
whe
elis
turn
ing,
butt
heha
mst
eris
dead
.
AP
PEN
DIX
:TH
EJO
KE’
SO
NH
R•
16
3
�Iw
ould
nota
llow
this
empl
oyee
tobr
eed.
�Th
isem
ploy
eeis
real
lyno
tso
muc
hof
aha
s-be
enbu
tmor
eof
ade
finite
won
't-be
.�
Wor
ksw
ellw
hen
unde
rcon
stan
tsup
ervi
sion
and
corn
ered
like
ara
tin
atr
ap.
�W
hen
she
open
she
rmou
th,i
tsee
ms
that
itis
only
toch
ange
feet
.�
He
wou
ldbe
outo
fhis
dept
hin
apa
rkin
glo
tpud
dle.
�Th
isyo
ung
lady
has
delu
sion
sof
adeq
uacy
.�
He
sets
low
pers
onal
stan
dard
san
dth
enco
nsis
tent
lyfa
ilsto
achi
eve
them
.�
This
empl
oyee
isde
priv
ing
avi
llage
som
ewhe
reof
anid
iot.
�Th
isem
ploy
eesh
ould
gofa
r,an
dth
eso
oner
hest
arts
,the
bett
er.
�G
ota
full
six-
pack
butl
acks
the
plas
ticth
ing
toho
ldit
allt
oget
her.
�A
gros
sig
nora
mus
–14
4tim
esw
orse
than
anor
dina
ryig
nora
mus
.�
He
does
noth
ave
ulce
rs,b
uthe
isa
carr
ier.
�Iw
ould
like
togo
hunt
ing
with
him
som
etim
e.�
He
has
been
wor
king
with
glue
too
muc
h.�
He
wou
ldar
gue
with
asi
gnpo
st.
�H
ebr
ings
alo
tofj
oyw
hene
verh
ele
aves
the
room
.�
Whe
nhi
sIQ
reac
hes
50,h
esh
ould
sell.
�If
you
see
two
peop
leta
lkin
g,an
don
elo
oks
bore
d,he
isth
eot
hero
ne.
�A
phot
ogra
phic
mem
ory
butw
ithth
ele
nsco
vere
dgl
ued
on.
�A
prim
eca
ndid
ate
forn
atur
alde
-sel
ectio
n.�
Dona
ted
his
brai
nto
scie
nce
befo
rehe
was
done
usin
git.
�G
ates
are
dow
n,th
elig
hts
are
flash
ing
butt
hetr
ain
isno
tcom
ing.
�H
astw
obr
ains
:one
islo
stan
dth
eot
heri
sou
tloo
king
fori
t.�
Ifhe
wer
ean
ym
ore
stup
id,h
ew
ould
have
tobe
wat
ered
twic
ea
wee
k.�
Ifyo
uga
vehi
ma
penn
yfo
rhis
thou
ghts
,you
wou
ldge
tcha
nge.
�If
you
stan
dcl
ose
enou
ghto
him
,you
can
hear
the
ocea
n.�
Itis
hard
tobe
lieve
that
hebe
atou
t1,0
00,0
00ot
hers
perm
.�
One
neur
onsh
orto
fasy
naps
e.
16
2•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
ForE
llie
Gibb
s
This
pag
e in
tent
iona
lly le
ft bl
ank
StPe
terw
asw
aitin
gfo
rher
once
mor
ean
dsa
id,‘
Now
itstim
eto
spen
da
day
inH
eave
n,’an
dof
fshe
wen
ton
the
upes
cala
tort
oH
eave
n.
Fort
hene
xt24
hour
sth
eH
Rm
anag
ersp
enta
llhe
rtim
elo
lling
arou
ndon
clou
ds,p
luck
ing
herh
arp
and
pree
ning
herw
ings
and
sing
ing
swee
tly,a
llof
whi
chw
asju
stab
outa
spl
easa
ntas
hert
ime
inH
ell.
Atth
een
dof
herd
ay,S
tPet
erre
turn
edan
dsa
idto
her,
‘You
’ve
spen
tada
yin
Hea
ven
and
ada
yin
Hel
l.N
owyo
um
ustc
hoos
ew
hich
one
whe
reyo
uw
illsp
end
eter
nity
.’
The
wom
anth
ough
tfor
abi
tthe
nsa
id,‘
Wel
lHea
ven’
sni
ce,o
fcou
rse,
buta
ctua
llyIh
ada
bett
ertim
ein
Hel
l,so
Ithi
nkI’l
lcho
ose
Hel
l.’
The
wom
anw
asdi
spat
ched
dow
nth
ees
cala
tort
oH
ellb
utw
hen
she
gott
here
this
time
ther
ebe
fore
hers
tood
ade
sola
tew
aste
land
,with
stin
king
pile
sof
rubb
ish
and
the
peop
lew
ere
wai
ling
and
full
ofso
rrow
.
Atth
at,t
hede
vilp
oppe
dup
and
puth
isar
mro
und
hers
houl
der.
‘Eve
ryth
ing
OK?’
hesa
id.
‘Ido
n’tu
nder
stan
d,’th
eH
Rm
anag
erst
amm
ered
.‘W
hen
Iwas
here
befo
reev
eryt
hing
was
won
derf
ul,w
eat
efa
ntas
ticfo
odan
dev
eryo
new
asha
ppy.’
‘Ahh
’sai
dth
eDe
vil‘
Whe
nyo
uw
ere
here
befo
rew
ew
ere
recr
uitin
g.N
owyo
uar
est
aff..
.’
The
follo
win
gre
pres
ents
(alle
gedl
y)tr
ueco
mm
ents
mad
eby
line
man
ager
son
empl
oyee
s’an
nual
appr
aisa
lfor
ms:
�Si
nce
my
last
repo
rt,t
his
empl
oyee
has
reac
hed
rock
bott
oman
dha
sst
arte
dto
dig.
AP
PEN
DIX
:TH
EJO
KE’
SO
NH
R•
16
1
16
0•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
The
wom
anag
rees
and
the
shep
herd
says
‘You
’rean
HR
man
ager
’.
‘That
’sam
azin
g,’cr
ied
the
wom
an.‘
How
did
you
know
?’
‘Firs
tofa
ll,yo
uca
me
here
with
outb
eing
invi
ted.
Seco
ndof
ally
ousp
enta
ges
telli
ngm
ew
hatI
alre
ady
knew
.And
final
lyyo
udo
n’t
unde
rsta
nda
thin
gab
outw
hatI
do,b
utin
terf
ered
anyw
ay.N
ow,c
anI
have
my
bloo
dydo
gba
ck?’
AnH
Rm
anag
ersa
dly
pass
edaw
ayan
dhe
rsou
ldrif
ted
upto
the
Pear
lyG
ates
whe
reSt
Pete
rsto
odto
wel
com
ehe
r.
‘We’
vene
verh
adan
HR
man
ager
mak
eit
this
farb
efor
e.W
e’re
not
real
lysu
rew
hatt
odo
with
you,
soth
eBo
ssha
ssa
idw
e’ve
togi
veyo
uon
eda
yin
Hel
land
one
day
inH
eave
nan
dth
enle
tyou
choo
sew
here
you
wan
tto
stay
fore
tern
ity.’
‘Oh
then
,Ich
oose
Hea
ven’
said
the
wom
an.
‘Not
sofa
st,’s
aid
StPe
ter.
‘You
mus
texp
erie
nce
both
befo
reyo
um
ake
your
choi
ce,’a
ndpu
tsth
ew
oman
onth
edo
wnw
ard
esca
lato
rto
Hel
l.
Asth
edo
ors
open
edin
Hel
l,th
ew
oman
step
ped
outi
nto
abe
autif
ulga
rden
.In
the
dist
ance
was
aro
se-f
ram
edco
ttag
e;ar
ound
herw
ere
man
yfr
iend
s,al
lwith
smili
ngfa
ces.
They
ran
upto
hera
ndki
ssed
and
hugg
edhe
rand
wel
com
edhe
rand
they
chat
ted
abou
told
times
.Th
eyha
da
love
lyaf
tern
oon
toge
ther
and
roun
ded
offt
heir
day
with
abe
autif
ula
laca
rte
dinn
erw
ashe
ddo
wn
with
the
fines
tcha
mpa
gne.
Just
assh
ew
asge
ttin
gre
ally
into
the
swin
gof
thin
gsit
was
time
tole
ave.
Ever
yone
hugg
edhe
rand
wav
edhe
roff
assh
ese
toff
upth
ees
cala
tort
owar
dsth
ePe
arly
Gat
es.
PREF
ACE
Atth
epo
into
fpub
licat
ion
ofth
isse
cond
editi
on,t
hew
orld
isin
the
mid
dle
ofth
em
osts
ever
eec
onom
icdo
wnt
urn
inde
cade
s.As
mor
ean
dm
ore
com
pani
esgo
toth
ew
all,
anin
evita
ble
cons
eque
nce
isa
swel
ling
ofth
era
nks
ofth
ose
with
outa
job.
Each
one
ofth
ose
peop
lew
holo
seth
eir
job
ispo
tent
ially
adi
rect
com
petit
orof
your
sfo
rthe
job
you
wan
t.N
ever
has
itbe
enm
ore
impo
rtan
tfor
anin
divi
dual
to‘h
ave
aned
ge’a
tint
ervi
ew.
Ihop
eth
atIc
anhe
lpyo
uga
inth
atco
mpe
titiv
ead
vant
age
byeq
uipp
ing
you
with
the
insid
erkn
owle
dge
you
need
toge
tthe
job
you
wan
t.Pl
ease
take
adva
ntag
eof
my
offe
rto
answ
era
ques
tion
you
may
have
pers
onal
ly.Iw
ould
love
tohe
arfr
omyo
u.
We
are
now
livin
gin
aw
orld
whe
rech
angi
ngjo
bsis
cons
ider
eda
natu
ralt
hing
todo
.Onl
ya
gene
ratio
nag
o,m
yfa
ther
bein
ga
prim
eex
ampl
e,it
was
com
mon
forp
eopl
eto
cloc
kup
20,3
0,40
+ye
ars
ofse
rvic
ew
ithth
eon
eor
gani
satio
n.M
osto
fus
cann
otco
ncei
veof
rem
aini
ngw
ithth
eon
eem
ploy
erfo
rthe
vast
maj
ority
ofou
rwor
king
lives
.Iti
sa
com
bina
tion
ofth
ein
crea
sein
indi
vidu
alas
pira
tions
and
the
natu
reof
com
mer
cew
hich
has
brou
ghta
bout
this
chan
ge.T
heco
nseq
uenc
eis
that
prac
tical
lyal
lofu
s,w
heth
erby
choi
ceor
circ
umst
ance
,will
bere
quire
dto
seek
empl
oym
ente
lsew
here
and
will
need
togo
thro
ugh
the
who
lepr
oces
sof
job
seek
ing,
appl
ying
and
then
bein
gsc
rutin
ised
inso
me
way
(the
inte
rvie
wst
illbe
ing
the
mos
tco
mm
onex
ampl
e),b
efor
ew
eca
nac
tual
lysp
end
that
first
pay
cheq
ue.
Iwill
brie
flyco
vert
hese
arch
and
appl
icat
ion
proc
ess.
How
ever
the
mai
nth
rust
ofth
isbo
okis
the
empl
oym
enti
nter
view
itsel
f.
It’s
gett
ing
onfo
rtw
enty
year
sno
wth
atIh
ave
been
fort
unat
een
ough
(som
em
ight
say
unfo
rtun
ate
enou
gh)t
obe
onth
esi
deof
the
desk
whe
resi
tsth
atsc
arie
stof
drag
ons:
the
inte
rvie
wer
.Dur
ing
that
time
Iha
vese
enca
ndid
ates
who
have
insp
ired
me
toal
mos
toff
erth
emth
ejo
bth
ere
and
then
and
notl
etth
emle
ave
the
build
ing
until
they
’ve
sign
eda
cont
ract
.I’v
ese
enca
ndid
ates
excu
seth
emse
lves
togo
and
XI
thro
wup
due
tone
rves
.I’v
ese
enca
ndid
ates
who
have
trie
dto
conv
ince
me
that
they
wer
edo
ing
me
the
grea
test
favo
urin
the
wor
ldby
deig
ning
toco
me
fori
nter
view
.I’v
ese
enca
ndid
ates
who
mI’v
eth
ough
tw
ere
mut
e,su
chw
asth
eirr
etic
ence
.I’v
ese
enca
ndid
ates
who
sevo
cabu
lary
rang
edal
lthe
way
from
‘yes
’to
‘no’.
I’ve
seen
cand
idat
esw
hoga
vem
esu
chde
taile
dan
swer
sto
my
ques
tions
that
Iwas
onth
eve
rge
oflo
sing
the
will
toliv
e.
The
shee
rvar
iatio
nof
qual
ityin
the
perf
orm
ance
ofin
terv
iew
ees
has
prom
pted
me
todi
stil
wha
tI’ve
lear
ned
into
one
man
agea
ble
body
ofad
vice
whi
ch,I
hope
,will
give
you
the
edge
whe
nit
com
esto
gett
ing
that
job.
Wha
tfol
low
sar
em
ytip
son
how
topr
epar
efo
rthe
inte
rvie
wits
elf,
how
toco
nduc
tyou
rsel
fatt
hein
terv
iew
and,
mos
tcru
cial
lype
rhap
s,ex
ampl
esof
the
kind
ofan
swer
sw
ein
terv
iew
ers
REAL
LYw
antt
ohe
ar.
Thes
ear
egr
oupe
din
toca
tego
ries
know
nas
‘com
pete
ncie
s’as
the
appr
oach
mos
tmod
ern
orga
nisa
tions
take
thes
eda
ysis
the
‘com
pete
ncy-
focu
sed’
inte
rvie
w.A
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atre
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hesa
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rvie
wer
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They
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ight
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pers
onal
lygi
veyo
ua
cons
ider
edre
spon
se.S
end
your
ques
tion
to:
char
lie.g
ibbs
@liv
e.co
.uk.
Ihop
eyo
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illfin
dth
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ibbs
XII
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TOA
NS
WER
HA
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INTE
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IEW
QU
ESTI
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APP
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E’S
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Asa
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few
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ldne
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Wha
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8•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Cha
pter
1
FIN
DIN
GTH
AT
JOB
Whi
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rvie
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iss
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atle
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ting.
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gex
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llin
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Did
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edth
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lyar
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tof
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labl
eva
canc
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ewsp
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ploy
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insp
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publ
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seen
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me
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rm�
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it,ta
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copy
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ndly
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hen
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uar
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2•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
FUR
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LIN
TER
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WQ
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SPEC
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uch
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usp
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abou
ta
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quire
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hatf
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why
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efer
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whe
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6•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
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whi
chw
illad
vise
you
onth
ese
aspe
cts.
Her
ear
eso
me
brie
fpoi
nter
s:
�U
seth
ebe
stpa
pery
ouca
naf
ford
.�
Use
only
whi
teor
off-
whi
tepa
per.
�Do
notu
sea
fanc
yha
rdco
vero
rbin
der.
�U
sea
sim
ple
font
such
asAr
iala
ndus
eth
esa
me
font
inyo
urco
verin
gle
tter
.�
Nev
erus
ea
gene
ricco
verin
gle
tter
.Be
spec
ific
inits
cont
entb
ybr
ingi
ngou
tone
ortw
oel
emen
tsof
how
you
mat
chw
hatt
hey
are
look
ing
for.
Itis
notj
usta
wra
pper
fory
ourC
V!�
Your
CVne
eds
toge
tpas
ttha
tfirs
t30
seco
nds
afte
rthe
recr
uite
rhas
pick
edit
up.I
mag
ine
your
sis
just
one
of50
or60
orm
ore
appl
icat
ions
rece
ived
.You
wan
tyou
rpro
fess
iona
lism
tost
and
and
nots
tand
outb
ecau
seyo
u’ve
used
brig
htye
llow
pape
r!�
Stre
ssyo
urac
hiev
emen
tsin
your
CV;n
otsi
mpl
ylis
tyou
rpas
tem
ploy
ers
and
job
title
s.�
Com
ply
with
any
inst
ruct
ions
inth
ead
vert
ssu
chas
supp
lyin
gyo
urcu
rren
tsal
ary
–yo
um
ayw
ish
todo
this
with
inyo
urco
verin
gle
tter
.
FIN
DIN
GTH
AT
JOB
•3
Imag
ine
your
delig
ht,c
onst
antr
eade
r,w
hen
two
wee
ksla
tery
oure
ceiv
eon
love
lyhe
aded
pape
ran
invi
teto
atte
ndan
inte
rvie
wfo
rthi
spo
tent
ially
won
derf
ulne
wjo
b!Th
at’s
whe
nyo
urha
rdw
ork
real
lybe
gins
.In
Chap
ter2
Iwill
expl
ore
wha
tyou
need
tobe
thin
king
abou
tbe
fore
you
actu
ally
atte
ndth
ein
terv
iew
.
4•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
55
Whe
nw
asth
ela
stti
me
you
lear
ned
ane
wsk
ill(a
tw
ork)
?
�W
hatw
asit?
�H
owdi
dyo
uap
ply
your
lear
ning
?�
Wha
tfee
dbac
kdi
dyo
ure
ceiv
eab
outy
ourp
erfo
rman
ce?
Wha
tex
ampl
eca
nyo
ugi
veus
whe
reyo
uha
vesu
ppor
ted
and
enco
urag
eda
colle
ague
?
�W
hatd
idyo
udo
?�
Wha
tdid
they
need
?�
Wha
twas
the
resu
lt?
Desc
ribe
asi
tuat
ion
inw
hich
you
have
been
face
dw
ith
adi
ffic
ult
indi
vidu
al.
�H
owdi
dyo
uha
ndle
this
?
Desc
ribe
how
your
curr
ent
role
has
chan
ged/
deve
lope
dov
erth
eye
ars.
Tell
me
abou
tyo
urpr
ofes
sion
alst
yle,
how
itha
sde
velo
ped/
chan
ged
over
the
year
s.
�H
asth
ere
been
atim
ew
hen
itw
asin
appr
opria
tean
dyo
uha
dto
adap
tit?
Give
usan
exam
ple
ofa
tim
ew
hen
you
wer
eun
fairl
ycr
itic
ised
abou
tso
met
hing
.
�W
hyw
asth
is?
�H
owdi
dyo
ure
spon
d?�
Wha
twas
the
outc
ome?
QQ QQQQ
15
4•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
DEV
ELO
PMEN
TO
FSE
LFA
ND
OTH
ERS
Has
the
abili
ty,a
ndin
tere
st,t
ota
kere
spon
sibi
lity
foro
wn
deve
lopm
ent
and
tosu
ppor
tand
coac
hth
ede
velo
pmen
tofo
ther
s.
Wha
tca
nyo
udo
tobe
com
em
ore
effe
ctiv
ein
deve
lopi
ngot
her
peop
le?
�W
hatb
ehav
iour
ssh
ould
you
prac
tise
mor
e/le
ss?
Whe
rear
eyo
um
ost
effe
ctiv
ein
attr
acti
ngan
dde
velo
ping
the
tale
ntof
othe
rs?
Inw
hat
situ
atio
nsha
veyo
usu
ccee
ded
infu
rthe
ring
your
own
pers
onal
deve
lopm
ent?
�H
owdi
dyo
udo
this
?�
Wha
tris
ksdi
dyo
uta
ke?
Tell
me
abou
ta
situ
atio
nw
here
you
felt
you
faile
din
your
own
pers
onal
deve
lopm
ent.
�W
hydo
you
thin
kit
happ
ened
?�
Wha
thav
eyo
ule
arne
dfr
omth
is?
Desc
ribe
are
cent
oppo
rtun
ity
you
had
tota
keon
new
resp
onsi
bilit
ies.
�H
owdi
dth
eop
port
unity
aris
e?�
Wha
twer
eth
ene
wre
spon
sibi
litie
s?�
Wha
twas
the
outc
ome?
QQQQQ
CH
APT
ER2
PREP
ARI
NG
FOR
THE
INTE
RVIE
W
Unl
ike
prep
arin
gfo
rasp
ortin
gev
ent,
you
can
neve
rove
r-pr
epar
ebe
fore
you
gofo
ran
inte
rvie
w.Y
ouw
illne
ver‘
leav
eyo
urga
me
onth
etr
aini
nggr
ound
’.Thi
nkof
each
min
ute
you
spen
din
prep
arin
gas
anin
vest
men
tin
your
pote
ntia
lcar
eer.
Tous
ea
wel
l-w
orn
phra
se:‘
Fail
topr
epar
e,th
enpr
epar
eto
fail’.
Whe
nsh
ould
you
star
tpre
parin
g?As
sum
ing
that
you
did
atle
asts
ome
prel
imin
ary
rese
arch
whe
nyo
ufir
stde
cide
dto
appl
yfo
rthe
job,
asso
onas
you
rece
ive
the
lett
erin
vitin
gyo
uto
inte
rvie
w!I
nor
dert
opr
epar
epr
oper
lyin
term
sof
rese
arch
onth
eor
gani
satio
nan
dan
alys
isof
your
self,
you
need
tose
tasi
detim
ew
here
you
can
befo
cuse
dan
dfr
eeof
inte
rrup
tions
.
You
wou
ldbe
extr
emel
ylu
cky
toat
tend
anin
terv
iew
com
plet
ely
unpr
epar
edan
dsa
ilth
roug
hby
aco
mbi
natio
nof
your
spar
klin
gpe
rson
ality
and
inci
sive
wit
(whi
chno
doub
tyou
DOpo
sses
s).
Rem
embe
r,th
ere
are
nose
cond
chan
ces,
nore
take
sin
are
al-l
ifein
terv
iew
situ
atio
n.Yo
uha
veto
beon
top
ofyo
urga
me
and
bepr
epar
edto
resp
ond
toqu
estio
nsyo
um
ayfin
ddi
ffic
ulta
ndto
talk
abou
tyou
rsel
fin
high
lype
rson
alte
rms.
This
isno
tthe
time
tohi
deyo
urlig
htun
dera
bush
el!T
here
ality
isth
atth
isis
ase
lling
exer
cise
.You
are
selli
ngyo
urse
lffr
omth
em
omen
tyou
subm
itth
atap
plic
atio
nfo
rmor
post
your
CV.
5
ASS
ESSI
NG
YOU
RSEL
FBe
fore
you
even
emba
rkon
your
jour
ney
ofse
curin
gth
atfa
ntas
ticjo
b,it
isad
visa
ble
tota
kest
ock
and
doso
me
self-
asse
ssm
ent.
Inun
der-
stan
ding
wha
tyou
are
look
ing
fori
na
job
you
can
deve
lop
clea
rgoa
lsan
dta
rget
sto
assis
tyou
.You
shou
ldn’
tent
erin
tolo
okin
gfo
rane
wjo
bfr
ivol
ously
.Thi
sis
apo
tent
iall
ife-c
hang
ing
deci
sion
afte
rall!
Ther
ear
em
any
fact
ors
whi
chm
ayin
fluen
ceyo
ure
achi
ngth
ede
cisi
onto
eith
erbe
gin
wor
kor
chan
gejo
b.M
aybe
you
feel
you
have
noth
adth
ebr
eaks
you
dese
rve
this
far.
May
beyo
u’ve
been
over
look
edin
the
past
forp
rom
otio
nor
deve
lopm
ent.
May
beyo
uth
ink
circ
umst
ance
sar
eno
trig
htfo
ryou
toha
veth
ejo
byo
uw
ant.
I’mw
ithG
eorg
eBe
rnar
dSh
awon
this
one,
who
said
:
Peoplearealwaysblamingcircumstancesforwhattheyare.Idon’t
believeincircumstances.Thepeoplewhogetaheadinthisworldare
peoplewhogetupandlookforthecircumstancestheywant;andif
theycan’tfindthem,makethem.
PERS
ON
AL
RATI
NG
SA
ND
COM
PETE
NCI
ESW
hatf
ollo
ws
isa
sim
ple
met
hod
fora
sses
sing
your
stre
ngth
san
dw
eakn
esse
san
dal
soth
ose
skill
skn
own
as‘tr
ansf
erab
lesk
ills’
or‘c
ompe
tenc
ies’
whi
char
esk
ills
you
acqu
ireas
you
mea
nder
thro
ugh
life.
They
may
beco
nsci
ousl
yac
quire
dor
gain
edby
osm
osis
.Eith
erw
ay,
thes
ear
eno
tjob
-spe
cific
skill
s,bu
tone
sth
atca
nbe
read
ilyap
plie
dto
diff
eren
trol
es.I
ncid
enta
lly,t
hew
ord
‘com
pete
ncy’
has
gene
rate
da
lot
ofhe
atan
dlig
htov
erth
ela
stfe
wye
ars
with
inth
ew
orld
ofhu
man
reso
urce
san
din
deed
the
inte
rvie
ww
hich
you
atte
ndm
aybe
desc
ribed
asa
‘com
pete
ncy-
base
din
terv
iew
’ora
‘com
pete
ncy-
focu
sed
inte
rvie
w’.
Inei
ther
case
,wha
tthe
ym
ean
isth
eyw
illbe
aski
ngyo
uqu
estio
nsai
med
atfin
ding
outw
heth
eror
noty
ouha
veth
eco
mpe
tenc
yle
veli
n
6•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
53
Inw
hat
situ
atio
nsdo
you
find
itdi
ffic
ult
toge
tyo
urpo
int
acro
ss?
�W
hyis
this
so?
�W
hatd
oyo
udo
toov
erco
me
thes
edi
ffic
ultie
s?�
Wha
tmet
hods
have
you
obse
rved
othe
rsus
e?
Thin
kof
one
ofyo
urco
lleag
ues
who
you
cons
ider
tobe
very
infl
uent
ial.
How
does
your
styl
edi
ffer
from
thei
rs?
�G
ive
anex
ampl
eof
your
appr
oach
.
Tell
usab
out
asi
tuat
ion
whe
nyo
uha
dto
mod
ify
your
plan
s/ac
tion
sto
take
acco
unt
ofot
her
peop
le’s
view
s.
�W
hatw
asth
esi
tuat
ion?
�H
owdi
dth
eot
herp
eopl
eex
pres
sth
eirv
iew
s?
How
doyo
uge
tyo
urbo
ss/o
ther
sto
acce
ptan
idea
?QQQQ
15
2•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
For
mos
tof
us,t
heoc
casi
onar
ises
whe
nw
em
ust
conv
ince
othe
rsto
mak
ean
unpo
pula
rch
oice
/dec
isio
n.Gi
vean
exam
ple
ofw
hen
you
have
had
todo
this
.
�H
owdi
dyo
utr
yto
geto
ther
son
boar
d?�
Wha
twas
the
resu
lt?�
With
hind
sigh
t,ho
wco
uld
you
have
appr
oach
edth
isdi
ffer
ently
?
Wha
tki
ndof
corr
espo
nden
ce/p
rese
ntat
ions
have
you
had
topr
oduc
ein
the
past
?
�H
owfr
eque
ntly
have
you
had
tow
rite
this
kind
ofw
ork?
�H
oww
asit
rece
ived
?�
Did
peop
le/c
olle
ague
sun
ders
tand
wha
tyou
had
said
?
Tell
me
abou
tyo
urex
perie
nce
inpr
epar
ing
repo
rts/
docu
men
ts.
�H
owof
ten
have
you
had
topr
epar
ere
port
s?�
How
doyo
ugo
abou
tit?
�W
hatd
oyo
udo
part
icul
arly
wel
l?
For
man
ybu
sine
sses
good
com
mun
icat
ion
iske
yfo
rsu
cces
s.W
hat
fact
ors,
inyo
urvi
ew,e
nsur
ego
odco
mm
unic
atio
n?
�W
hata
dvic
em
ight
you
give
toso
meo
nest
rugg
ling
with
his
orhe
rco
mm
unic
atio
n?�
How
mig
htyo
uim
prov
eyo
urow
nw
ritte
nco
mm
unic
atio
n?�
Wha
tste
psha
veyo
uta
ken
todo
this
?
QQQQ
the
area
sth
eyre
quire
rath
erth
ansi
mpl
yse
ekin
gco
nfirm
atio
nof
the
info
rmat
ion
cont
aine
din
your
CV.
Hav
ea
look
atth
ede
scrip
tions
ofco
mpe
tenc
ies
liste
dbe
low
.
Com
pete
ncie
ste
ndto
fall
into
broa
dca
tego
ries
such
asth
ose
desc
ribed
belo
w.
Driv
efo
rac
hiev
emen
tDe
fined
as:Theindividualgraspsopportunitiestoachieveandexceed
theirbusinessandpersonalobjectives;successisagreatmotivatorfor
them;desirestoperformtaskstothehigheststandards;isgenerally
positiveandenthusiasticatalltimes;doesnotsuffertoogreatlyby
setbacksandistenacious;isresourcefulandself-driven;canaccept
changeandisflexible;hasahighlevelofenergy;leadsbyexample.
Stra
tegi
cth
inki
ngDe
fined
as:Theindividualcanthinkabouttheirindustry/sectorasa
whole;canidentifythreatsandopportunitiestotheorganisation;can
monitortheprogressofshort-andlonger-termprojects;canmanage
multiplepriorities;understandsthelinkbetweendepartmentaland
organisationalobjectives;recognisestheinteractionbetweenpeopleand
technicalissuesinachievingobjectives
.
Rela
tions
hip
build
ing
Defin
edas
:Theindividualputseffortoverasustainedperiodoftimein
buildinginfluentialrelationships;putseffortintobuildingbothexternal
andinternalrelationships;understandstheimportanceofgoodbusiness
relationships;demonstratesproactivityinutilisingtheexpertiseofothers;
workswithotherstoformulatesolutions;buildsonfriendshipsand
activelynetworks
.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
7
Com
mer
cial
awar
enes
sDe
fined
as:Theindividualunderstandshoworganisationswork;can
applycommercialandfinancialprinciples;demonstratesanactive
interestinthefinancialperformanceoftheorganisationintermsof
profitandloss,cash-flow,addedvalue,routestomarket,
competitiveness,etc.
Lead
ersh
ipof
chan
geDe
fined
as:Theindividualworkswithotherstoimplementchange;helps
toclarifyandavoidambiguity;willinglyacceptschange;takes
responsibilityfordrivingthingsforward;canidentifyandinitiatechange;
understandstheinterconnectivityofdepartmentsandhowchange
affectsothers.
Lead
ersh
ipsk
ills
Defin
edas
:Theindividualdemonstratesanabilitytoshareasenseof
visionandcommonpurpose;hasrespectofothersthroughwordsand
deeds;inspiresloyaltyandcommitment;hasanadaptableleadership
styledependingonindividualsandcircumstances;cancreateandbuild
teams;isinspirationalandenthusiastic;demonstratesempathy;can
transformstrategicobjectivesintofirmactions
.
Cont
inuo
usim
prov
emen
tDe
fined
as:Theindividualdemonstratestheabilitytoidentifytheactions
neededtomakethingshappeninaquality-orientedway;canensure
theseactionsarecarriedout;seizesopportunitiestomakeimprovements;
establishesconditionstoensurecontinuousimprovement;canplanand
organisetasks;canchallengethestatusquo.
Cust
omer
awar
enes
sDe
fined
as:Theindividualcandemonstrateanabilitytomeetandexceed
customerexpectations;recognisestheprimeimportanceofthecustomer;
8•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
INFL
UEN
CIN
GSK
ILLS
Influ
ence
s,co
nvin
ces
orim
pres
ses
othe
rsin
aw
ayth
atre
sults
inac
cept
ance
,agr
eem
ento
rbeh
avio
urch
ange
.
Tell
me
abou
tth
ela
stti
me
that
you
won
som
eone
over
toyo
urpo
int
ofvi
ew.
�H
owdi
dyo
urop
inio
nco
ntra
stw
ithth
eiro
rigin
alpo
sitio
n?�
Wha
twer
eth
eke
yth
ings
that
you
did
whi
chpe
rsua
ded
them
?�
Wha
tkin
dof
agre
emen
tdid
you
reac
h?
Give
are
cent
exam
ple
ofw
hen
you
nego
tiat
eda
succ
essf
ulou
tcom
e.
�W
hatd
idyo
une
gotia
te?
�H
owdi
dyo
uw
inth
epe
rson
roun
d?�
How
did
you
know
that
they
wer
ere
ally
conv
ince
d?
Give
anex
ampl
eof
ati
me
whe
nyo
uw
ere
unab
leto
pers
uade
som
eone
roun
dto
your
poin
tof
view
.
�W
hyw
asth
isim
port
ant?
�W
hydi
dyo
uno
tsuc
ceed
?�
Wha
thav
eyo
ule
arnt
?
Ther
ear
eti
mes
whe
nno
one
ispr
epar
edto
liste
nor
agre
ew
ith
apo
int
ofvi
ew.G
ive
anex
ampl
eof
whe
nth
isha
ppen
edto
you.
�H
owdi
dyo
upr
esen
tyou
rvie
w/id
ea?
�W
hatw
ere
thei
robj
ectio
ns?
�H
owha
rddi
dyo
upu
shyo
urvi
ewpo
int?
�W
here
did
you
leav
eth
eco
nver
satio
n?
QQQQ
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
51
15
0•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Tell
usab
out
are
cent
situ
atio
nin
whi
chyo
uha
dto
beto
tally
obje
ctiv
ew
hen
reac
hing
ade
cisi
on.
�W
hatw
ere
the
fact
syo
uha
dto
revi
ew?
�H
owdi
dyo
uw
eigh
tthe
diff
eren
tpie
ces
ofin
form
atio
n?�
Look
ing
back
,wha
tdo
you
thin
kof
your
deci
sion
?
How
wou
ldyo
ude
scrib
eyo
urpr
efer
red
styl
eof
mak
ing
judg
emen
ts?
�W
hata
reth
eke
yst
reng
ths
ofth
is?
�H
owdo
esth
isco
mpa
rew
ithyo
urco
lleag
ues’
styl
e?
How
wou
ldyo
ude
scrib
eyo
urpr
efer
red
styl
eof
mak
ing
deci
sion
s?
�W
here
doyo
uty
pica
llyso
urce
your
info
rmat
ion?
We
allh
ave
tom
ake
unpo
pula
rde
cisi
ons
that
may
affe
ctot
hers
.Des
crib
ea
situ
atio
nw
hen
you
have
had
tom
ake
such
ade
cisi
on.
�W
hydi
dyo
uta
keit?
�H
owdi
dth
epe
ople
who
wer
eaf
fect
edre
act?
�W
hatd
idyo
ule
arn
from
this
expe
rienc
e?
Can
you
tell
usab
out
ati
me
whe
nyo
uha
dto
sour
cein
form
atio
nfr
oma
varie
tyof
sour
ces
and
mak
ebu
sine
ssju
dgem
ents
base
dup
onit
?
�Ta
lkus
thro
ugh
the
actu
alst
eps
you
took
inth
ispr
oces
s.
QQQQQ
cananticipatefuturecustomerneeds;goestheextramileforthe
customer;takesresponsibilityfordevelopinglong-termrelationships
withcustomers;forgespartnershipsthatcontributetofuturegrowth
opportunitiesforbothcustomerandownorganisation.
Deci
sion
-mak
ing
skill
san
dju
dgem
ent
Defin
edas
:Theindividualcandemonstrateareadinesstomake
high-qualitydecisionsbasedontheinformationtohandusinglogicand
analyticalskills;breakscomplexissuesintocomponentparts;considers
theoutcomesofvaryingcoursesofaction;candrawreliableconclusions
fromdisparateandoftenconflictingsourcesofdata;canmakesound
decisionsinatimelymanner;isabletomakedecisionswithan
awarenessofthepoliticalclimateinternally
.
Influ
enci
ngsk
ills
Defin
edas
:Theindividualdemonstratescompetenceinconvincing
othersorimpressestheminsuchawayastogainacceptance,agreement
orbehaviourchange;setsapositiveexamplebymodellingbehaviour;has
excellentlistening,oralandwrittencommunicationskills;hastheability
toinfluencepeers,subordinatesandsuperiorsandkeydecision-makers;
caninfluenceattacticalandstrategiclevels.
Deve
lopm
ent
ofse
lfan
dot
hers
Defin
edas
:Theindividualdemonstratesaninterestinthedevelopment
ofothersaswellashimself;seeksoutopportunitiestolearnnewskills;
encouragesothersintheirdevelopment;acceptscoachingand
mentoringresponsibilities;monitorsownandothers’skilllevels;keeps
abreastofdevelopmentintheirchosenfield
.
Team
wor
king
skill
sDe
fined
as:Theindividualdemonstratesanabilitytoworkcooperatively
andproductivelywithothers;copiestheteamworkingstylesofothers;
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
9
looksforopportunitiestoworkinad-hocandestablishedteams;
understandshowtosetandmonitorteamobjectivesandgoals;
recognisesthedifferingskillsetsofindividualsandtheneedforamix
withinteams.
LEV
ELS
OF
COM
PETE
NCE
Inte
rvie
wer
sw
illof
ten
have
alre
ady
defin
edth
ele
vels
ofco
mpe
tenc
eth
epo
tent
ialj
obho
lder
will
need
topo
sses
sin
each
ofth
ese
cate
gorie
spr
iort
oth
ein
terv
iew
.The
irid
ealc
andi
date
will
scor
eab
ove
the
min
imum
leve
laga
inst
each
part
icul
arco
mpe
tenc
e.H
owev
er,
inte
rvie
wer
sal
soliv
ein
the
real
wor
ld(h
ard
tobe
lieve
,Ikn
ow)a
ndm
ayre
cogn
ise
that
they
are
unlik
ely
tofin
dso
meo
new
host
raig
htaw
ayex
ceed
sth
eirm
inim
umre
quire
men
ts.M
ore
ofte
nth
anno
t,th
eca
ndid
ate
who
has
the
high
esto
vera
llsc
ore
will
beth
eon
eth
atre
ceiv
esth
eof
fer.
The
fact
that
you
may
scor
elo
wer
onon
eor
mor
eco
mpe
tenc
ies
does
notn
eces
saril
ym
ean
that
you
won
’tbe
offe
red
the
job
–an
enlig
hten
edem
ploy
erw
illth
enbu
ildtr
aini
ngin
toyo
urin
duct
ion
perio
dw
hich
will
addr
ess
thes
esh
ortc
omin
gs.
Whi
chle
velo
feac
hof
thes
eco
mpe
tenc
ies
doyo
ucu
rren
tlypo
sses
s?It
isea
sily
unde
rsto
odth
atso
meo
neca
nbe
‘OK’
atso
met
hing
or‘b
rillia
nt’
atso
met
hing
inev
eryd
aylif
e.Bu
thow
doem
ploy
ers
stra
tify
the
leve
lof
com
pete
nce
anin
divi
dual
has?
Man
yor
gani
satio
nsha
vego
neth
roug
ha
long
and
pain
fulp
roce
ssof
exam
inin
gth
eirc
ompe
tenc
ies
and
putt
ing
into
wor
dsw
hate
ach
leve
lofc
ompe
tenc
elo
oks
like.
Belo
wis
aty
pica
lex
ampl
eof
the
type
ofan
alys
isth
atha
sbe
endo
nein
the
‘real
wor
ld’.
10
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
49
DEC
ISIO
N-M
AK
ING
SKIL
LSA
ND
JUD
GEM
ENT
Dem
onst
rate
sa
read
ines
sto
mak
equ
ality
deci
sion
sba
sed
onlo
gica
lan
alys
isof
info
rmat
ion,
and
can
orig
inat
eac
tion.
Inw
hat
past
situ
atio
nsha
veyo
ush
own
soun
dju
dgem
ent?
�W
hatd
idyo
udo
spec
ifica
llyth
atw
asef
fect
ive?
Thin
kof
som
eone
who
show
sex
celle
ntju
dgem
ent
–w
hat
doth
eydo
exac
tly?
Desc
ribe
the
last
tim
eyo
uha
dto
mak
ea
spur
-of
-the
-mom
ent
deci
sion
.
�W
hyw
asth
isne
cess
ary?
�H
owdi
dyo
urde
cisi
onaf
fect
othe
rs?
�W
hatc
onse
quen
ces
had
you
notc
onsi
dere
d?
Tell
usab
out
ati
me
whe
nyo
uto
okre
spon
sibi
lity
for
mak
ing
ake
yde
cisi
on.
�W
hatw
asyo
urde
cisi
on?
�H
owdi
dyo
ude
fend
your
deci
sion
?�
Wha
twas
the
poss
ible
impa
ctof
apo
orde
cisi
on?
Desc
ribe
ati
me
whe
nyo
ure
ferr
eda
deci
sion
upw
ards
.
�W
hatw
asth
eba
ckgr
ound
?�
Why
did
you
need
help
?�
Tow
hate
xten
tdo
you
seek
advi
ce?
QQQQQ
14
8•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Tell
me
abou
ta
tim
ew
hen
you
wer
eco
mpl
imen
ted
for
help
ing
acu
stom
erbe
yond
the
call
ofdu
ty.
�H
owfr
eque
ntly
doyo
ugo
toth
atki
ndof
trou
ble?
�W
hato
ther
sim
ilarf
eedb
ack
have
you
rece
ived
?�
Wha
tfee
dbac
kha
veyo
uha
dfr
omco
lleag
ues?
Give
anex
ampl
eof
ati
me
whe
nyo
uha
dto
liste
nve
ryca
refu
llyto
acu
stom
er.
�W
hatd
idth
eyte
llyo
u?�
How
did
you
chec
kyo
uha
dgr
aspe
dal
lthe
info
rmat
ion?
�H
owdi
dyo
ush
owyo
uw
ere
liste
ning
?
Desc
ribe
asi
tuat
ion
inw
hich
you
have
had
tode
alw
ith
apa
rtic
ular
lyan
gry
cust
omer
�W
hyw
ere
they
angr
y?�
How
did
you
begi
nto
calm
them
dow
n?�
Wha
twou
ldyo
udo
diff
eren
tly?
Wha
tdo
you
thin
kar
eth
eke
yfa
ctor
sth
atin
flue
nce
acu
stom
er’s
firs
tim
pres
sion
?
�W
hydo
you
thin
kth
eyar
eim
port
ant?
QQQQ
Driv
efo
rac
hiev
emen
tLe
vel1
–is
mot
ivat
edby
succ
ess
and
the
desi
reto
perf
orm
task
sat
ahi
ghst
anda
rd.
Dem
onst
rate
dby
:�
Show
sth
ede
sire
tope
rfor
mta
sks
toa
high
stan
dard
.�
Isdr
iven
toac
hiev
eex
celle
ntst
anda
rds.
�Is
enth
usia
stic
and
adap
tabl
e.�
Disp
lays
high
leve
lsof
ener
gy.
�En
joys
wor
king
hard
.
Leve
l2–
ispo
sitiv
ean
den
thus
iast
icge
nera
lly;i
sre
sour
cefu
land
proa
ctiv
e.
Dem
onst
rate
dby
:�
Ofte
nm
akes
sugg
estio
nsan
dre
com
men
datio
ns.
�Is
notp
hase
dby
setb
acks
orne
wch
alle
nges
.�
Disp
lays
afle
xibl
ean
dpr
oact
ive
appr
oach
tow
ork
and
achi
evin
gob
ject
ives
.�
Regu
larly
uses
own
initi
ativ
e.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
11
TASK
Get
api
ece
ofpa
pera
nda
pen.
Read
thro
ugh
each
com
pete
ncy
leve
ldes
crip
tion
intu
rnan
dw
rite
dow
nw
hich
leve
lyou
belie
veyo
uar
eop
erat
ing
atcu
rren
tly.O
nce
com
plet
e,yo
uw
illha
vecr
eate
da
fairl
yco
mpr
ehen
sive
Com
pete
ncy
Prof
ileof
your
self.
This
proc
ess
isan
exce
llent
way
fory
outo
focu
syo
urm
ind
onw
hat
skill
syo
uac
tual
lyha
ve.O
nce
you
have
ase
lf-aw
aren
ess
ofyo
ursk
ills,
this
will
enab
leyo
uto
spea
kso
muc
hm
ore
eloq
uent
lyto
your
pros
pect
ive
empl
oyer
.Iha
vera
ted
thes
ele
vels
1–5,
with
5be
ing
the
high
est.
Leve
l3–
can
acce
ptch
ange
and
isfle
xibl
ean
dap
plie
ssu
stai
ned
ener
gyin
orde
rto
adap
tto
new
requ
irem
ents
.
Dem
onst
rate
dby
:�
Can
artic
ulat
eth
ene
edfo
rbus
ines
sch
ange
tom
ove
the
busi
ness
forw
ard.
�Cr
eate
san
envi
ronm
enti
nw
hich
peer
san
dsu
bord
inat
esca
nac
hiev
ech
alle
ngin
gob
ject
ives
.�
Rem
ains
posi
tive
inth
efa
ceof
setb
acks
.�
Seek
sto
find
answ
ers,
notp
robl
ems.
Leve
l4–
disp
lays
tena
city
inth
efa
ceof
unfo
rese
enci
rcum
stan
ces
and
diff
icul
ties.
Dem
onst
rate
dby
:�
Und
erst
ands
inte
rnal
polit
ics
and
inte
rper
sona
lsen
sitiv
ities
and
diff
erin
gag
enda
s.�
Take
son
enth
usia
stic
ally
new
chal
leng
esan
dta
sks.
�Is
anef
fect
ive
plan
nera
ndm
axim
ises
the
use
ofev
eryo
ne’s
time
who
isin
volv
ed.
�G
oes
abov
ean
dbe
yond
wha
tis
need
edto
gett
hejo
bdo
ne.
�Is
nota
frai
dof
taki
ngca
lcul
ated
risks
.
Leve
l5–
Mod
els
driv
ean
dre
silie
nce
and
lead
sby
exam
ple.
Dem
onst
rate
dby
:�
Issi
ngle
min
ded
inac
hiev
ing
obje
ctiv
es.
�Is
driv
enby
obje
ctiv
esan
dta
rget
sth
em
ajor
ityof
peop
leco
uld
not
deliv
er.
�Tr
acks
the
prog
ress
tow
ards
the
achi
evem
ento
fobj
ectiv
es.
�Di
spla
yspa
ssio
nin
thei
rrol
e.�
Dem
onst
rate
sco
mm
itmen
tto
the
com
pany
and
acts
asan
amba
ssad
orat
allt
imes
.
12
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
CUST
OM
ERA
WA
REN
ESS
Dedi
cate
dto
mee
ting
and
exce
edin
gth
eex
pect
atio
nsan
dre
quire
men
tsof
allc
usto
mer
s.
How
muc
hco
ntac
tha
veyo
uha
dw
ith
cust
omer
s?
�W
hatd
oyo
ulik
eab
outd
ealin
gw
ithth
em?
�W
hatd
oyo
udi
slik
e?
Give
anex
ampl
eof
whe
nyo
upu
ta
cust
omer
firs
t.
�W
hats
acrif
ices
did
you
have
tom
ake?
�W
hati
mpa
ctdi
dth
isha
veon
your
othe
ract
iviti
es?
�H
owdi
dot
hers
view
this
?
Tell
me
abou
tth
ela
stti
me
acu
stom
erm
ade
anex
cess
ive
orun
reas
onab
lede
man
don
you.
�W
hatm
ade
them
sode
man
ding
?�
Wha
tdid
you
doto
assi
stth
em?
�H
owm
uch
time
did
this
take
?
Tell
me
abou
ta
tim
ew
hen
you
have
kept
your
prom
ise
toa
cust
omer
,eve
nth
ough
itw
asre
ally
toug
h.
Desc
ribe
ati
me
whe
nyo
uw
ere
unab
leto
help
out
acu
stom
eras
muc
has
they
wan
ted.
�W
hyw
asth
is?
�W
hatd
idth
eysa
yab
outy
ourr
eact
ion?
�W
hatd
idyo
urm
anag
ersa
y?
QQQQQ
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
47
14
6•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Give
anex
ampl
eof
whe
nyo
uha
dto
wor
kto
anim
port
ant
dead
line.
�H
owm
anag
eabl
ew
ere
your
times
cale
s?�
Wha
tdid
you
doto
ensu
reth
atth
ede
adlin
ew
asm
et?
�W
hatd
idyo
ule
arn?
Desc
ribe
the
last
tim
eyo
um
isse
da
dead
line.
Why
did
this
happ
en?
Stra
tegi
cth
inki
ngLe
vel1
–st
rictly
spea
king
,the
reis
noLe
vel1
com
pete
nce
inth
isco
mpe
tenc
y.
Leve
l2–
unde
rsta
nds
grea
tero
rgan
isat
iona
lcon
text
,mar
kets
and
com
petit
ors.
Dem
onst
rate
dby
:�
Und
erst
ands
rela
tions
hip
betw
een
own
role
and
busi
ness
stra
tegy
inth
esh
ortt
erm
.�
Can
inte
rpre
tsom
ebu
sine
ssst
rate
gyin
the
term
sof
oper
atio
nal
plan
s.�
Use
scu
stom
erfe
edba
ckto
mak
eim
prov
emen
ts.
�G
ives
som
eco
nsid
erat
ion
toex
tern
alfa
ctor
s.
Leve
l3–
can
mai
ntai
nan
over
view
ofco
mpl
icat
edsi
tuat
ions
with
aney
eon
deta
il.
Dem
onst
rate
dby
:�
Sees
beyo
ndth
eim
med
iate
need
sof
thei
row
nar
eato
unde
rsta
ndth
ein
terc
onne
ctiv
ityof
depa
rtm
ents
.�
Has
aney
eon
the
futu
reat
allt
imes
.�
Mai
ntai
nsan
over
view
ofco
mpl
exsit
uatio
nsbu
tcon
trol
sth
efin
erde
tails
.�
Und
erst
ands
the
impa
ctof
stra
tegi
eson
the
med
ium
tolo
nger
term
.
Leve
l4–
sets
plan
san
dob
ject
ives
with
avi
ewto
the
futu
resu
cces
sof
the
orga
nisa
tion
inte
rms
ofte
chni
cala
ndpe
ople
issu
es.
Dem
onst
rate
dby
:�
Und
erst
ands
the
impa
ctof
stra
tegi
esin
the
long
term
.�
Has
cogn
isan
ceof
peop
leis
sues
.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
13
�Em
brac
esan
dw
orks
with
tech
nolo
gica
ladv
ance
s.�
Reco
gnis
estr
ends
inpe
rfor
man
cein
both
the
orga
nisa
tion
and
it’s
com
petit
ors.
Leve
l5–
Tran
slat
essh
ort-
and
long
-ter
mde
cisi
on-m
akin
gin
toac
tions
.
Dem
onst
rate
dby
:�
Activ
ely
cont
ribut
esto
the
stra
tegi
cdi
rect
ion
ofth
eor
gani
satio
n.�
Isin
spira
tiona
land
enga
ges
othe
rsw
ithth
eor
gani
satio
n’s
visi
on.
�Ca
nut
ilise
alls
peci
alis
ms
inac
hiev
ing
orga
nisa
tiona
lgoa
ls.
�Ca
npr
ovid
eso
lidbu
sine
ssra
tiona
lefo
rlar
geex
pend
iture
.
Rela
tions
hip
build
ing
Leve
l1–
mak
esef
fort
sto
build
and
mai
ntai
na
netw
ork
ofin
tern
alan
dex
tern
alco
ntac
ts.
Dem
onst
rate
dby
:�
Use
sot
hers
toco
mpl
ete
task
s.�
Resp
onds
help
fully
tore
ques
tsfo
rinf
orm
atio
n.�
Isco
urte
ous
and
hone
stin
deal
ing
with
othe
rs.
�Is
awar
eof
own
impa
cton
othe
rs.
�Ke
eps
othe
rsin
form
edof
own
prog
ress
inw
ork.
Leve
l2–
unde
rsta
nds
the
valu
eof
build
ing
upso
und
wor
king
rela
tions
hips
.
Dem
onst
rate
dby
:�
Puts
sust
aine
def
fort
sin
tobu
ildin
gre
latio
nshi
ps.
�U
ses
both
form
alan
din
form
alch
anne
lsto
com
mun
icat
ew
ithot
hers
.�
Chec
ksun
ders
tand
ing
whe
nco
mm
unic
atin
g.�
Can
iden
tify
key
deci
sion
-mak
ers.
�Is
awar
eof
the
impo
rtan
ceof
incl
udin
gth
erig
htpe
ople
atth
erig
httim
e.
14
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
45
Mos
tpe
ople
have
pote
ntia
llyex
perie
nced
situ
atio
nsw
here
they
wis
hed
they
had
take
nac
tion
tode
alw
ith
anis
sue
soon
er.W
hen
have
you
anti
cipa
ted
apo
tent
ialp
robl
emlik
eth
is?
�H
owdi
dyo
uid
entif
yth
epr
oble
m?
�W
hats
teps
did
you
take
toad
dres
sit?
�W
hatf
eedb
ack
did
you
rece
ive?
Desc
ribe
ati
me
whe
nyo
uha
dto
orga
nise
the
impl
emen
tati
onof
ane
wpr
oces
s/pl
anor
proj
ect.
�W
hatk
eyst
ages
did
you
wor
kth
roug
h?�
Onw
hatb
asis
did
you
dete
rmin
eyo
urpr
iorit
ies?
�H
owdi
dth
isw
ork
outi
npr
actic
e?
Even
the
mos
tor
gani
sed
indi
vidu
als
may
find
that
they
over
look
som
eof
the
acti
viti
esre
quire
din
plan
ning
new
acti
viti
es/in
itia
tive
s.Te
llus
abou
ta
tim
ew
hen
this
happ
ened
toyo
u.
�W
hatw
ere
the
cons
eque
nces
ofth
is?
�H
owdi
dyo
ure
ctify
this
?�
Wha
twas
the
outc
ome?
Give
anex
ampl
eof
whe
nyo
uha
dto
orga
nise
api
ece
ofw
ork,
proj
ect
orev
ent.
�H
owdi
dyo
upr
epar
ean
dpl
anfo
rit?
�W
hatt
imes
cale
sdi
dyo
use
t?�
How
wel
ldid
itgo
?
QQQQ
14
4•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
CON
TIN
UO
US
IMPR
OV
EMEN
TId
entif
ies
the
proc
esse
sne
eded
tom
ake
thin
gsha
ppen
ina
qual
ity-
orie
nted
way
and
toge
tthi
ngs
actio
ned.
Tell
usab
out
ati
me
whe
nyo
uha
veha
dto
iden
tify
the
key
caus
eof
apr
oble
m.
�W
hatp
roce
sses
did
you
adop
tto
iden
tify
the
key
caus
e?�
How
did
you
solv
eth
epr
oble
m?
�W
hatl
esso
nsdi
dyo
ule
arn?
Tell
usab
out
asi
tuat
ion
whe
reyo
uha
veim
plem
ente
da
proc
ess
that
you
didn
’tin
itia
llyag
ree
wit
h.
Desc
ribe
the
last
tim
eyo
uha
dto
anal
yse
alo
tof
info
rmat
ion
orda
ta.
�W
hats
orto
finf
orm
atio
ndi
dth
isin
volv
e?�
How
did
you
pick
outt
hees
sent
iali
nfor
mat
ion
from
the
less
rele
vant
?�
Wha
tdid
you
lear
nfr
omth
ean
alys
is?
Give
usa
rece
ntex
ampl
eof
whe
nyo
uw
ere
face
dw
ith
aco
mpl
expr
oble
m.
�W
hatm
ade
itco
mpl
ex?
�W
hatk
eyst
eps
did
you
take
tore
solv
eth
epr
oble
m?
�W
hatd
idot
hers
thin
kof
your
appr
oach
?
QQQQ
Leve
l3–
ishi
ghly
proa
ctiv
eab
outg
ettin
got
hers
invo
lved
.
Dem
onst
rate
dby
:�
Dem
onst
rate
sdi
plom
atic
skill
san
dis
tact
ful.
�Re
cogn
ises
cliq
ues
and
allia
nces
and
can
utili
seth
ese.
�Re
cogn
ises
othe
rs’t
alen
tand
utili
ses
it.�
Can
read
‘bod
yla
ngua
ge’.
Leve
l4–
with
othe
rs,c
onst
ruct
sso
lutio
ns,b
uild
ing
onth
eiri
deas
.
Dem
onst
rate
dby
:�
Enco
urag
essu
gges
tions
from
othe
rsw
ithou
tbei
ngju
dgem
enta
l.�
Take
son
boar
dcr
itici
sm.
�Ca
nov
erco
me
trad
ition
alor
gani
satio
nalb
arrie
rsus
ing
nove
lso
lutio
ns.
�Fa
cilit
ates
the
effo
rts
ofot
hers
.�
Deve
lops
rela
tions
hips
whi
chfa
cilit
ate
the
reso
lutio
nof
com
plex
prob
lem
s.
Leve
l5–
regu
larly
uses
the
coop
erat
ive
and
com
bine
def
fort
sof
othe
rsto
add
valu
eto
the
resu
lts.
Dem
onst
rate
dby
:�
Build
san
influ
entia
lpre
senc
ein
the
exte
rnal
busi
ness
envi
ronm
entt
ora
ise
prof
ilew
ithke
ycu
stom
ergr
oups
.�
Repr
esen
tsth
eor
gani
satio
n’s
inte
rest
spe
rsua
sive
lyw
ithke
yst
akeh
olde
rs.
�Is
proa
ctiv
ein
keep
ing
ane
twor
kof
cont
acts
acro
ssth
ein
dust
ryor
field
.�
Atte
mpt
sto
build
sym
biot
icre
latio
nshi
psw
ithot
hers
exte
rnal
and
inte
rnal
toth
eor
gani
satio
n.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
15
Com
mer
cial
awar
enes
sLe
vel1
–sh
ows
ale
velo
fint
eres
tin
inte
rnal
and
exte
rnal
busi
ness
issu
es.
Dem
onst
rate
dby
:�
Find
sou
tabo
utho
wth
eor
gani
satio
nw
orks
.�
Know
sw
hoth
eor
gani
satio
n’s
com
petit
ors
are.
�Kn
ows
who
the
orga
nisa
tion’
sm
ain
cust
omer
sar
e.�
Seek
sto
deve
lop
gene
ralb
usin
ess
know
ledg
e.�
Keep
sup
toda
tew
ithcu
rren
taff
airs
.
Leve
l2–
can
anal
yse
inte
rms
ofpr
ofit
and
loss
,cas
h-flo
wan
dad
ded
valu
e.
Dem
onst
rate
dby
:�
Und
erst
ands
basi
cfin
anci
alan
dco
mm
erci
alte
rmin
olog
y.�
Keep
sab
reas
tofc
urre
ntbu
sine
sspe
rfor
man
ce.
�Ke
eps
abre
asti
nte
rms
ofpr
oduc
tand
mar
ketd
evel
opm
ent.
�U
nder
stan
dsho
wow
nro
le/d
epar
tmen
tcon
trib
utes
tow
ards
busi
ness
succ
ess.
�Is
awar
eof
cost
impl
icat
ions
and
thei
reff
ecto
nth
ebo
ttom
line.
�Se
eks
tom
axim
ise
prod
uctiv
ityan
dre
duce
cost
sw
here
verp
ossi
ble.
Leve
l3–
know
sth
em
arke
tpla
ce,c
ompe
titio
nan
dbu
sine
ssis
sues
face
dby
the
orga
nisa
tion.
Dem
onst
rate
dby
:�
Has
shar
pop
erat
iona
lfoc
usso
that
actio
nsca
nbe
prio
ritis
edan
dpu
tin
toco
ntex
t.�
Fully
unde
rsta
nds
the
busi
ness
plan
and
can
com
mun
icat
eco
rpor
ate
obje
ctiv
es.
�U
nder
stan
dske
ym
essa
ges
from
the
prof
itan
dlo
ssre
port
and
bala
nce
shee
t.�
Know
sth
epo
sitio
nof
own
busi
ness
inte
rms
ofm
arke
tsha
re.
16
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
43
We
allh
ave
tim
esw
hen
we
find
itdi
ffic
ult
toco
ntro
lthe
acti
viti
esof
othe
rs.G
ive
anex
ampl
eof
whe
nyo
ufa
ced
this
type
ofsi
tuat
ion.
�W
hydi
dyo
ufin
dth
esi
tuat
ion
chal
leng
ing?
�H
owdi
dyo
uov
erco
me
the
diff
icul
ties
you
face
d?
Inw
hat
past
situ
atio
nsha
veyo
ube
enm
ost
effe
ctiv
ein
prov
idin
gle
ader
ship
and
dire
ctio
n?
�W
hatd
idyo
usp
ecifi
cally
doth
atw
asef
fect
ive?
�W
hats
uppo
rtiv
eco
nditi
ons
wer
epr
esen
t?�
Inw
hich
situ
atio
nsw
ere
you
leas
teff
ectiv
e?�
Wha
tcou
ldyo
uha
vedo
nedi
ffer
ently
?
Inw
hat
situ
atio
nsha
veyo
ube
enm
ost
effe
ctiv
ein
empo
wer
ing
othe
rs?
�W
hatd
idyo
udo
that
was
espe
cial
lyef
fect
ive?
�W
hatr
esul
tsdi
dyo
use
e?
QQQ
14
2•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
LEA
DER
SHIP
SKIL
LSCr
eate
san
dco
mm
unic
ates
aco
mpe
lling
visi
onan
dse
nse
ofpu
rpos
e.
Desc
ribe
ati
me
whe
nyo
urin
put
mot
ivat
edot
hers
tore
ach
ate
amgo
al.
�W
hyw
asth
isne
cess
ary?
�W
hatd
idyo
udo
tom
otiv
ate
the
team
?�
Why
did
this
wor
k?
Desc
ribe
ati
me
whe
nyo
usu
cces
sful
lyhe
lped
som
eone
toca
rry
out
ata
skin
depe
nden
tly.
�H
owdi
dyo
uen
able
them
toca
rry
outt
hew
ork?
�H
owdi
dyo
ufo
llow
this
up?
�W
hatw
asth
eou
tcom
e?
Desc
ribe
asi
tuat
ion
whe
nyo
ufo
und
itdi
ffic
ult
tofo
cus
the
wor
kof
ate
amon
anob
ject
ive.
�W
hatm
ade
this
wor
kdi
ffic
ult?
�H
owdi
dyo
utr
yto
over
com
eth
ese
diff
icul
ties?
�H
owco
uld
you
impr
ove
upon
this
?
Wha
top
port
unit
ies
have
you
had
toid
enti
fyde
velo
pmen
top
port
unit
ies
for
othe
rs?
�W
hata
ctio
ndi
dyo
uta
ke?
�W
hyw
asth
isim
port
ant?
�W
hati
mpa
ctdi
dth
isha
ve?
QQQQ
Leve
l4–
focu
ses
onpr
ofita
bilit
yan
dco
ntrib
utio
nto
incr
ease
com
petit
iven
ess.
Dem
onst
rate
dby
:�
Capa
ble
ofm
anag
ing
cost
orpr
ofit
cent
res.
�U
ses
com
mer
cial
judg
emen
tto
enha
nce
grow
thop
port
uniti
es.
�Ca
nas
sess
mar
kett
rend
san
dha
sth
eca
pabi
lity
tom
ake
deci
sion
sw
hich
will
enha
nce
orga
nisa
tion’
sab
ility
toco
mpe
te.
�U
nder
stan
dsth
eun
derly
ing
issu
esaf
fect
ing
the
perf
orm
ance
ofth
ebu
sine
ssor
orga
nisa
tiona
luni
t.
Leve
l5–
appl
ies
finan
cial
stra
tegi
esan
dta
ctic
sin
the
wid
erco
ntex
t.
Dem
onst
rate
dby
:�
Und
erst
ands
acqu
isiti
ons,
mer
gers
and
dive
stm
ents
.�
Deve
lops
crea
tive
new
finan
cial
and
com
mer
cial
stra
tegi
esto
enha
nce
grow
th.
�Co
nfid
ently
com
mun
icat
esm
essa
ges
from
com
pany
finan
cial
docu
men
tatio
nsu
chas
prof
itan
dlo
ssac
coun
ts,b
alan
cesh
eets
,etc
.�
Benc
hmar
ksag
ains
toth
ers
inor
dert
ose
ekco
mm
erci
alad
vant
age.
�U
ses
exte
rnal
sour
ces
toke
epin
form
edof
com
petit
ors’
actio
ns/d
evel
opm
ents
.
Lead
ersh
ipof
chan
geLe
vel1
–ca
nsu
cces
sful
lyad
aptt
och
angi
ngco
nditi
ons
and
circ
umst
ance
s.
Dem
onst
rate
dby
:�
Ende
avou
rsto
bere
silie
ntin
situ
atio
nsw
hich
may
appe
arun
clea
ror
cont
radi
ctor
y.�
Show
sa
will
ingn
ess
tobr
oade
nsk
ills
and
try
alte
rnat
ive
wor
k.�
Und
erst
ands
the
need
forp
rogr
essi
vech
ange
.�
Can
adap
tqui
ckly
and
succ
essf
ully
toch
ange
.�
Assi
mila
tes
new
way
sof
wor
king
wel
l.PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
17
Leve
l2–
enjo
ysth
ech
ange
agen
daan
dw
illin
gly
acce
pts
the
need
for
chan
gein
met
hodo
logi
es,m
ater
ials,
wor
kflo
ws
orte
chno
logy
.
Dem
onst
rate
dby
:�
Und
erst
ands
how
chan
gesu
ppor
tsth
evi
sion
ofth
ebu
sine
ssan
dlin
ksw
ithbu
sine
ssst
rate
gy.
�An
ticip
ates
and
plan
sfo
rcha
nge
inow
nfu
nctio
n.�
Activ
ely
coop
erat
esin
impl
emen
ting
chan
ge.
�De
mon
stra
tes
anaw
aren
ess
ofth
e‘b
igpi
ctur
e’.�
Sees
chan
geas
apo
sitiv
eth
ing
inre
spec
tofc
aree
r-en
hanc
ing
skill
s.
Leve
l3–
iden
tifie
sw
ays
toim
prov
eth
eor
gani
satio
nan
den
cour
ages
othe
rsto
doth
esa
me.
Take
son
resp
onsi
bilit
yfo
rdriv
ing
the
chan
geag
enda
.
Dem
onst
rate
dby
:�
Can
artic
ulat
eth
ebe
nefit
sof
chan
gean
dsh
ows
conf
iden
ceab
out
taki
ngon
diff
eren
ttas
ksan
dac
tiviti
es.
�W
orks
wel
lwith
ina
cont
inuo
usly
chan
ging
and
impr
ovin
gen
viro
nmen
tand
help
sot
hers
doth
esa
me.
�Le
ads
chan
gew
ithvi
gour
and
enth
usia
sm.
�Ca
npr
oduc
eow
nin
nova
tions
and
ispr
epar
edto
take
risks
with
new
idea
san
dco
ncep
ts.
�Su
ppor
tspe
ople
thro
ugh
the
emot
iona
lim
pact
ofch
ange
.
Leve
l4–
freq
uent
lyid
entif
ies
and
initi
ates
chan
geaf
fect
ing
spec
ific
orga
nisa
tiona
lope
ratio
ns.
Dem
onst
rate
dby
:�
Prep
ares
and
impl
emen
tspl
ans
fort
hech
ange
sta
king
into
acco
unt
the
mat
eria
land
peop
lefa
ctor
sne
cess
ary
tom
ake
the
impl
emen
tatio
nw
ork.
�Co
nduc
tsch
ange
sw
ithan
eye
onm
inim
isin
gdi
srup
tion
toou
tput
san
dqu
ality
.
18
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
41
Give
usa
rece
ntex
ampl
eof
whe
nyo
uca
me
upw
ith
adi
ffer
ent
appr
oach
/sol
utio
nto
asi
tuat
ion
orpr
oble
m.
�W
hats
ugge
stio
nsdi
dyo
um
ake?
�W
hich
idea
sw
ere
puti
nto
prac
tice?
�W
hatw
asth
eou
tcom
e?
Desc
ribe
acr
isis
atw
ork
that
you
have
had
toha
ndle
rece
ntly
.
�W
hatc
ause
dit?
�W
hatd
idyo
udo
tore
solv
eit?
Inw
hat
past
situ
atio
nsha
veyo
ube
enm
ost
effe
ctiv
eat
mot
ivat
ing
othe
rsth
roug
hpe
riods
ofch
ange
?
�W
hatd
idyo
udo
spec
ifica
llyth
atw
asef
fect
ive?
�W
hats
uppo
rtiv
eco
nditi
ons
wer
epr
esen
t?
Thin
kof
som
eone
who
’spa
rtic
ular
lyef
fect
ive
inm
otiv
atin
got
hers
–w
hat
doth
eydo
exac
tly?
QQQQ
LEA
DER
SHIP
OF
CHA
NG
EId
entif
ies
way
sto
impr
ove
ourb
usin
ess.
Enga
ges
with
allc
olle
ague
sto
supp
ortt
hem
thro
ugh
ambi
guity
and
tran
sitio
n.
Desc
ribe
anoc
casi
onw
hen
you
had
toch
ange
the
way
you
wor
kbe
caus
eof
chan
ging
circ
umst
ance
s.
�W
hatw
ere
the
mai
nch
ange
sin
term
sof
dem
ands
?�
Wha
twas
your
initi
alre
actio
n?�
How
wel
ldid
you
adap
t?
Give
anex
ampl
eof
ati
me
whe
nyo
uha
dto
chan
geyo
urw
ork
plan
sun
expe
cted
ly.
�W
hatw
asyo
urfir
stre
actio
n?�
How
did
you
chan
geyo
urpl
ans?
�W
hatw
asth
eou
tcom
e?
Desc
ribe
ati
me
whe
nyo
une
eded
toex
plai
nto
colle
ague
san
unex
pect
edch
ange
inw
ork
plan
s.
�W
hatw
asth
eirr
eact
ion?
�H
owdi
dyo
um
anag
eth
eira
dapt
atio
n?
Sugg
esti
ons
for
chan
geof
ten
com
efr
omth
eun
likel
iest
ofso
urce
s.Te
llus
abou
ta
tim
ew
hen
this
has
happ
ened
toyo
u.
�W
hatw
asth
eca
taly
stfo
rcha
nge?
�W
hatw
asyo
urre
actio
n?�
How
did
you
man
age
your
colle
ague
s’re
actio
ns?
�W
hatw
asth
eou
tcom
e?
QQQQ14
0•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
�M
anag
esan
dan
ticip
ates
the
cons
eque
nces
fort
hose
outs
ide
and
insi
deth
eor
gani
satio
n.�
Wor
kscl
osel
yw
ithsu
bord
inat
es,p
eers
and
supe
riors
toin
tegr
ate
chan
geac
tiviti
es.
�Ta
kes
the
time
toge
tto
know
wha
tpeo
ple
real
lyth
ink
abou
tthe
chan
ges
and
alla
ysth
ese
fear
sw
here
poss
ible
.
Leve
l5–
unde
rsta
nds
how
chan
gedr
ives
tow
ards
the
achi
evem
ento
fth
ebu
sine
ssvi
sion
and
stra
tegy
and
can
man
age
com
plex
chan
gepr
ogra
mm
es.
Dem
onst
rate
dby
:�
Man
ages
the
expe
ctat
ions
ofke
yst
akeh
olde
rssu
chas
cust
omer
san
dsh
areh
olde
rsef
fect
ivel
yat
alls
tage
sof
the
chan
gepr
oces
s.�
Lead
sor
gani
satio
nalc
hang
edy
nam
ical
ly.
�M
aint
ains
apo
wer
fulm
otiv
atin
gvi
sion
fora
llaf
fect
edby
chan
gean
den
cour
ages
apo
sitiv
eap
proa
chat
ever
yle
velo
fthe
orga
nisa
tion.
�M
aint
ains
anov
ervi
ewan
dfo
cus
onth
ech
ange
agen
dato
ensu
reit
isha
ppen
ing.
Lead
ersh
ipsk
ills
Leve
l1–
inde
eds
and
wor
ds,g
ains
the
resp
ecta
ndco
nfid
ence
ofco
lleag
ues.
Dem
onst
rate
dby
:�
Able
togi
vegu
idan
cean
dsu
ppor
tto
colle
ague
s.�
Gai
nsth
eco
nfid
ence
and
resp
ecto
fthe
team
and
supp
orts
them
inac
hiev
ing
targ
ets.
�Cl
early
com
mun
icat
esin
divi
dual
and
team
goal
s.�
Gen
erat
espl
ans
inst
ruct
ions
and
dire
ctio
ns.
�Co
ntin
ually
revi
ews
prog
ress
and
give
scl
eara
ndsp
ecifi
cfe
edba
ck.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
19
Leve
l2–
can
build
team
s,in
volv
eot
hers
and
mot
ivat
eth
em.
Dem
onst
rate
dby
:�
Dem
onst
rate
sin
tegr
ityan
dtr
usti
nde
alin
gw
ithot
hers
inte
rnal
and
exte
rnal
toth
eor
gani
satio
n.�
Isab
leto
max
imis
eth
epe
rfor
man
ceof
othe
rs.
�An
ticip
ates
conf
licta
ndta
kes
step
sto
reso
lve
this
atth
eea
rlies
tpo
ssib
lest
age.
�De
fines
task
scl
early
,inc
ludi
ngob
ject
ives
,out
puts
,tim
ings
and
avai
labl
ere
sour
ces.
Leve
l3–
insp
ires
loya
ltyan
des
tabl
ishe
scr
edib
ility
quic
kly,
mot
ivat
esan
den
thus
es.
Dem
onst
rate
dby
:�
Cele
brat
esan
dre
war
dssu
cces
ses
with
colle
ague
san
dte
ams.
�Ad
opts
aco
achi
ngan
dm
ento
ring
styl
ew
ithsu
bord
inat
es.
�De
lega
tes
effe
ctiv
ely
toen
cour
age
skill
deve
lopm
ent.
�Is
acco
unta
ble
fort
heor
gani
satio
n’sp
olic
ies,
agre
emen
tsan
dpr
oced
ures
.�
Isco
mm
itted
pers
onal
lyto
the
orga
nisa
tion’
svi
sion
.
Leve
l4–
hand
les
situ
atio
nsin
volv
ing
peop
lew
ithco
nfid
ence
and
isem
path
etic
.Dev
elop
sa
lead
ersh
ipst
yle
that
empo
wer
sot
hers
toco
nsta
ntly
achi
eve
and
exce
edpe
rson
alan
dco
mpa
nyob
ject
ives
.
Dem
onst
rate
dby
:�
Talk
sbe
yond
toda
y,ab
outf
utur
epo
ssib
ilitie
sop
timis
tical
ly.
�Sh
ows
othe
rsho
wth
eyca
nbe
nefit
and
cont
ribut
eto
the
busi
ness
.�
Take
spe
rson
alre
spon
sibi
lity
fort
hete
am/d
epar
tmen
t,re
pres
entin
gth
eman
dth
eiri
nter
ests
toth
ebu
sine
ss.
�Di
spla
ysfle
xibi
lity
inle
ader
ship
styl
esin
orde
rto
tell/
sell/
invo
lve
and
dele
gate
.�
Com
mun
icat
esin
spiri
ngly
tow
ide
audi
ence
s.
20
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
�W
hatl
ong-
term
impa
ctdi
dyo
uha
ve?
�H
owco
uld
you
have
incr
ease
dth
isfu
rthe
r?
Give
anex
ampl
eof
ati
me
whe
nyo
usp
otte
da
good
busi
ness
oppo
rtun
ity.
�W
hatw
asth
is?
�W
hydi
dyo
uth
ink
itw
asw
orth
whi
le?
�W
hatw
asth
eou
tcom
e?
Wha
tge
nera
lcom
mer
cial
fact
ors
doyo
uth
ink
are
mos
tcr
itic
alin
man
agin
gth
efi
nanc
ial
perf
orm
ance
ofan
yar
eaof
busi
ness
?
�H
owco
mm
erci
alis
your
outlo
okco
mpa
red
toyo
urpe
ers?
�H
owdo
you
know
?�
Wha
tdo
you
perc
eive
tobe
your
bigg
estc
omm
erci
alfa
ilure
?W
hy?
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
39
COM
MER
CIA
LA
WA
REN
ESS
Reco
gnis
esho
wbu
sine
sses
wor
k,an
dun
ders
tand
san
dap
plie
sco
mm
erci
alan
dfin
anci
alpr
inci
ples
.
Wha
tdo
you
know
abou
tth
isco
mpa
ny?
�H
owdi
dyo
ufin
dth
isou
t?�
How
wou
ldyo
uke
epth
iskn
owle
dge
upto
date
?
Wha
tdo
you
know
abou
tth
eco
mpe
tito
rsin
this
busi
ness
?
�W
hata
reth
eke
yst
reng
ths
ofth
eirs
trat
egy?
�H
owdo
you
thin
kw
eco
uld
we
bem
ore
succ
essf
ul?
�W
hato
ppor
tuni
ties
doyo
use
efo
rgro
win
gth
ebu
sine
ssin
this
area
?
Why
,in
your
opin
ion,
docu
stom
ers
choo
seou
rpr
oduc
tsan
dse
rvic
es?
�W
hatb
enef
itsdo
they
have
fort
hecu
stom
er?
�H
owco
uld
we
mak
eth
emm
ore
com
petit
ive?
�H
owco
uld
we
mak
eth
emm
ore
prof
itabl
e?�
Wha
tare
the
mar
kett
rend
sth
ataf
fect
us?
Inw
hat
way
doyo
uth
ink
the
role
for
whi
chyo
uar
eap
plyi
ngco
ntrib
utes
toou
rov
eral
lbus
ines
spe
rfor
man
ce?
�H
owco
uld
we
mea
sure
this
impa
ct?
Wha
tis
the
mos
tim
port
ant
thin
gyo
uha
vedo
neto
take
acco
unt
ofco
sts/
prof
its/
com
mer
cial
valu
e?
�W
hatp
rom
pted
you?
QQQQQ13
8•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Leve
l5–
cont
ribut
esto
the
stra
tegi
cdi
rect
ion
ofth
eor
gani
satio
nan
dha
sin
fluen
ceov
erbe
havi
oura
tan
orga
nisa
tiona
llev
el.
Dem
onst
rate
dby
:�
Can
stee
rthr
ough
com
plex
polit
ical
situ
atio
nsef
fect
ivel
y.�
Esta
blis
hes
goal
san
dgi
ves
othe
rsfr
eedo
man
dac
coun
tabi
lity
for
achi
evin
gth
ese
goal
s.�
Acts
asa
role
mod
elto
allo
fthe
lead
ersh
ipan
dbr
and
valu
esof
the
orga
nisa
tion.
Cont
inuo
usim
prov
emen
tLe
vel1
–co
mpl
etes
task
sw
ithin
the
allo
tted
time
and
with
the
corr
ectq
ualit
y.
Dem
onst
rate
dby
:�
Pays
atte
ntio
nan
dch
alle
nges
proc
esse
san
dco
nten
t.�
Typi
cally
gets
thin
gsrig
htfir
sttim
ean
dw
ithin
times
cale
s.�
Plan
sow
ntim
ean
dre
sour
ces
tom
eett
heta
sks
ahea
d.�
Can
prio
ritis
ew
ork
inor
dero
fim
port
ance
and
urge
ncy.
Leve
l2–
can
chal
leng
eth
est
atus
quo
and
gene
rate
new
idea
s.
Dem
onst
rate
dby
:�
Sear
ches
forn
ewso
lutio
nsto
mak
ere
quire
dim
prov
emen
ts.
�Ch
alle
nges
curr
entw
orki
ngpr
actic
esin
orde
rto
iden
tify
area
sfo
rim
prov
emen
t.�
Can
man
age
mul
tiple
task
sto
mee
tago
al.
�Ad
apts
own
wor
king
prac
tices
tom
eetn
ewre
quire
men
ts.
Leve
l3–
know
sho
wto
plan
and
orga
nise
task
s.
Dem
onst
rate
dby
:�
Goo
dat
map
ping
outp
roce
sses
inor
dert
oge
tthi
ngs
done
.�
Can
use
reso
urce
ssu
chas
peop
le,m
ater
ials,
mac
hine
ry,e
tc.
effe
ctiv
ely
inor
dert
oac
hiev
eta
rget
s.PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
21
�U
nder
stan
dske
ype
rfor
man
cein
dica
tors
and
know
sho
wto
mea
sure
agai
nstt
hem
.�
Und
erst
ands
how
toco
mbi
neor
sepa
rate
task
sin
aw
orkf
low
.�
Sets
daily
,wee
kly,
mon
thly
and
year
lyta
rget
s.
Leve
l4–
gras
psop
port
uniti
esto
mak
eim
prov
emen
tsan
dse
esth
emth
roug
h.
Dem
onst
rate
dby
:�
Isab
leto
iden
tify
exis
ting
proc
esse
san
dsu
gges
tim
prov
emen
ts.
�Re
cogn
ises
dupl
icat
ion
and
oppo
rtun
ities
fori
nteg
ratio
n.�
Get
srid
ofas
muc
hre
dta
peas
they
can.
�U
nder
stan
dsbo
thth
eta
ctic
alan
dst
rate
gic
pict
ure.
�En
cour
ages
othe
rsto
chal
leng
eth
est
atus
quo
and
tosu
gges
tim
prov
emen
ts.
Leve
l5–
crea
tes
stra
tegi
esth
atle
adto
proc
ess
impr
ovem
enta
ndlo
nger
-ter
mbu
sine
sspl
anni
ng.
Dem
onst
rate
dby
:�
Deve
lops
prod
ucts
orse
rvic
esth
atst
ayah
ead
ofco
mpe
titor
s’ef
fort
s.�
Plan
sfo
rthe
long
erte
rm.
�Re
cogn
ises
and
cham
pion
sth
ene
edto
wor
k‘sm
arte
r’no
t‘ha
rder
’.�
Brin
gsin
ontim
ean
dw
ithin
budg
etla
rge
proj
ects
.
Cust
omer
awar
enes
sLe
vel1
–un
ders
tand
sth
atth
ecu
stom
eris
impo
rtan
tto
the
orga
nisa
tion.
(Not
e:‘C
usto
mer
s’in
this
sens
eca
nm
ean
inte
rnal
asw
ell
asex
tern
alcu
stom
ers.)
Dem
onst
rate
dby
:�
Reco
gnis
esth
eim
port
ance
ofin
tern
alan
dex
tern
alcu
stom
ers.
�Tr
eats
ever
ycu
stom
erre
spec
tful
ly.
22
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
RELA
TIO
NSH
IPBU
ILD
ING
Puts
sust
aine
def
fort
into
build
ing
influ
entia
lrel
atio
nshi
ps.
Give
me
anex
ampl
eof
ati
me
whe
nso
meo
neca
me
toyo
ufo
rsu
ppor
tor
guid
ance
.
�W
hydi
dth
eyne
edyo
ursu
ppor
t?�
Wha
tdid
you
doto
supp
ort/
guid
eth
em?
�H
owdi
dit
help
?
Desc
ribe
ati
me
whe
nyo
uha
dto
esta
blis
han
effe
ctiv
ere
lati
onsh
ipqu
ickl
y.
�W
hatd
idyo
udo
?�
Wha
twas
the
outc
ome?
�W
hatd
idyo
ule
arn
from
this
?
Inw
hat
past
situ
atio
nsha
veyo
ube
enm
ost
effe
ctiv
ein
build
ing
and
mai
ntai
ning
rela
tion
ship
sw
ith
othe
rs?
�W
hatd
idyo
usp
ecifi
cally
doth
atw
asef
fect
ive?
Inw
hich
situ
atio
nsha
veyo
ube
enle
ast
effe
ctiv
ein
build
ing
and
mai
ntai
ning
rela
tion
ship
sw
ith
othe
rs?
�W
hatd
idyo
udo
that
detr
acte
dfr
omef
fect
iven
ess?
�W
hatw
ould
you
have
done
diff
eren
tly?
Wha
tca
nyo
udo
tobe
com
em
ore
effe
ctiv
ein
this
com
pete
ncy?
�W
hatb
ehav
iour
sco
uld
you
dem
onst
rate
mor
e/le
ss?
Q Q QQQ
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
37
13
6•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
STRA
TEG
ICTH
INK
ING
Able
tota
kea
broa
dvi
ewof
indu
stry
,its
thre
ats
and
oppo
rtun
ities
,and
use
them
toid
entif
yar
eas
ofbu
sine
sspo
tent
ialt
hatc
anbe
expl
oite
d.
Tell
me
abou
ta
rece
ntti
me
whe
nyo
uto
oka
broa
dvi
ewof
your
own
wor
k.
�W
hyw
asth
isne
cess
ary?
�H
owus
eful
was
this
appr
oach
?�
Wha
twid
erim
plic
atio
nsbe
cam
eap
pare
nt?
How
doyo
uth
ink
the
role
for
whi
chyo
uar
eap
plyi
ngw
illim
pact
onth
elo
ng-t
erm
succ
ess
ofth
eco
mpa
ny?
�H
owdo
you
see
your
cont
ribut
ion?
Wha
tdo
you
know
ofth
isco
mpa
ny’s
long
-ter
mst
rate
gy?
�W
hatd
oyo
uth
ink
ofth
isst
rate
gy?
�H
owse
nsib
ledo
you
thin
kit
is?
Give
anex
ampl
eof
ati
me
whe
nyo
uco
uld
have
take
na
mor
elo
ng-t
erm
view
ona
proj
ect/
stra
tegy
.
�W
hyw
asth
isim
port
ant?
�W
hatw
asth
eou
tcom
e?�
Wha
tdid
you
lear
n?
QQQQ
�Co
mpl
ies
with
orga
nisa
tion’
sbr
and
valu
es.
�Ca
nut
ilise
cust
omer
-car
esk
ills
effe
ctiv
ely.
�Sp
ots
pote
ntia
lpro
blem
san
dre
solv
esth
embe
fore
they
reac
hth
ecu
stom
er.
Leve
l2–
iden
tifie
scu
stom
erne
eds
and
resp
onds
appr
opria
tely
.
Dem
onst
rate
dby
:�
Disp
lays
apo
sitiv
eat
titud
ew
hen
deal
ing
with
cust
omer
s.�
Resp
onds
quic
kly
and
with
resp
ectt
ocu
stom
erre
ques
tsan
din
form
sth
emof
prog
ress
.�
Can
nego
tiate
apo
sitiv
eou
tcom
ew
ithcu
stom
ers.
�H
asre
fined
ques
tioni
ngte
chni
que
tocl
arify
cust
omer
s’ne
eds
and
expe
ctat
ions
.�
Rese
arch
escu
stom
ers
forw
ays
toim
prov
eth
ese
rvic
eof
fere
d.
Leve
l3–
antic
ipat
esan
dre
spon
dsto
chan
ging
cust
omer
expe
ctat
ions
.
Dem
onst
rate
dby
:�
Reco
gnise
sth
eco
st/b
enef
itim
plic
atio
nsof
prov
idin
gth
ese
rvic
eor
good
s.�
Iden
tifie
sa
rang
eof
solu
tions
whi
chex
ceed
scu
stom
erex
pect
atio
ns.
�Ac
tivel
ysu
gges
tsim
prov
emen
tsto
mak
eth
ecu
stom
erex
perie
nce
bett
er.
�Es
tabl
ishe
sem
path
yan
dra
ppor
twith
the
cust
omer
.�
Benc
hmar
kscu
stom
ersa
tisfa
ctio
nle
vels
.
Leve
l4–
deve
lops
long
-ter
mre
latio
nshi
psw
ithcu
stom
ers
and
esta
blis
hes
pers
onal
rela
tions
hips
with
key
play
ers.
Dem
onst
rate
dby
:�
Can
adop
tthe
pers
pect
ive
ofth
ecu
stom
eran
dun
ders
tand
sth
eir
need
s,w
ants
and
expe
ctat
ions
.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
23
�Se
eks
first
-han
dcu
stom
erda
taan
dis
able
tout
ilise
itw
ell.
�M
eets
with
peer
sre
gula
rlyto
assi
mila
teth
eire
xper
ienc
esw
ithcu
stom
ers.
�Lo
oks
fors
ymbi
otic
outc
omes
with
cust
omer
s.�
Reco
gnis
esse
rvic
ew
hich
isab
ove
and
beyo
ndw
hati
sre
quire
d.
Leve
l5–
forg
esst
rate
gic
part
ners
hips
that
enab
lein
puts
tobu
sine
ssop
port
uniti
es.
Dem
onst
rate
dby
:�
Show
sth
atth
ecu
stom
eris
atth
eco
reof
deci
sion
-mak
ing.
�U
nder
stan
dsth
ebi
gger
pict
ure
and
com
mun
icat
esth
isto
othe
rs.
�Se
tscu
stom
er-f
ocus
edst
rate
gies
and
obje
ctiv
es.
�Pr
omot
esa
cust
omer
-foc
used
cultu
re.
�Is
ach
ampi
onfo
rexc
elle
nce
inse
rvic
ean
den
thus
esot
hers
tobe
the
sam
e.
Deci
sion
-mak
ing
skill
san
dju
dgem
ent
Leve
l1–
anal
yses
issu
esan
dbr
eaks
them
dow
nin
tosm
alle
rpar
tsbe
fore
com
ing
toa
deci
sion
.
Dem
onst
rate
dby
:�
Thin
ksth
roug
hou
tcom
esbe
fore
actin
g.�
Can
lear
nfr
omm
ista
kes.
�G
ener
ates
ara
nge
ofso
lutio
nsan
dch
alle
nges
exis
ting
prac
tice.
�As
sess
esal
lthe
avai
labl
eda
taan
dre
fers
toot
hers
befo
rem
akin
gde
cisi
ons.
Leve
l2–
cons
ider
san
dta
kes
resp
onsi
bilit
yfo
rthe
impa
cta
deci
sion
may
have
onot
hers
and
inre
latio
nto
busi
ness
succ
ess.
Dem
onst
rate
dby
:�
Und
erst
ands
whe
nth
ede
cisi
onne
eds
tobe
refe
rred
toot
hers
.�
Mak
esde
cisi
onw
ithin
thei
row
nau
thor
itybo
unda
ries.
24
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
FUR
THER
TYP
ICA
LIN
TER
VIE
WQ
UES
TIO
NS
•1
35
Desc
ribe
asi
tuat
ion
atw
ork
whe
nso
met
hing
was
caus
ing
you
tofe
elne
gati
ve.
�W
hatc
ause
dth
ese
feel
ings
?�
How
did
you
appr
oach
your
wor
kat
the
time?
�W
hati
mpa
ctdi
dth
isha
veon
your
colle
ague
s?
Can
you
tell
usab
out
ati
me
whe
nyo
urdr
ive
and
dete
rmin
atio
nin
spire
dot
hers
togi
vem
ore
com
mit
men
tto
thei
rw
ork?
�W
hatd
idyo
usa
y?�
How
did
othe
rpeo
ple
resp
ond?
�W
hatw
asth
ere
sult?
Q Q
13
4•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Desc
ribe
are
cent
oppo
rtun
ity
whe
nyo
uha
dto
take
onne
wre
spon
sibi
litie
s?
�H
owdi
dth
eop
port
unity
aris
e?�
Wha
twer
eth
ese
new
resp
onsi
bilit
ies?
�W
hatw
asth
eou
tcom
e?
Give
anex
ampl
eof
whe
nyo
uha
vese
tyo
urse
lfan
ambi
tiou
sta
rget
.
�W
hatm
ade
itso
ambi
tious
?�
How
did
itco
mpa
rew
ithot
hert
arge
tsyo
uha
dse
tyou
rsel
f?�
How
wel
ldid
you
do?
Desc
ribe
asi
tuat
ion
inw
hich
you
had
tow
ork
unde
rpr
essu
re.
�W
hatw
asth
eca
use
ofth
epr
essu
re?
�H
owdi
dyo
ufe
elun
dert
his
pres
sure
?�
Wha
tim
pact
did
this
have
onyo
urw
ork?
Tell
me
abou
ta
cris
isyo
uha
veha
ndle
dre
cent
ly.
�W
hatc
ause
dit?
�W
hatd
idyo
udo
tore
solv
eit?
�W
hatw
ere
your
feel
ings
atth
etim
e?
Tell
usab
out
ati
me
whe
nyo
ufe
ltth
atyo
uw
ere
unfa
irly
crit
icis
ed.
�W
hyw
asth
is?
�H
owdi
dyo
ure
spon
d?�
Wha
twas
the
outc
ome?
Q QQQQ
�U
ses
esta
blis
hed
proc
edur
esto
ensu
reco
rrec
tact
ion
ista
ken.
�M
akes
high
-qua
lity
deci
sion
sin
atim
ely
man
ner.
�Ca
nm
ake
deci
sion
sw
ithou
tcom
plet
ein
form
atio
n.
Leve
l3–
draw
sre
liabl
eco
nclu
sion
sfr
omdi
spar
ate
sour
ces
ofda
ta.
Dem
onst
rate
dby
:�
Giv
esco
nsid
erat
ion
toho
wde
cisi
onim
pact
son
othe
rs.
�De
als
with
unus
ualp
robl
ems
conf
iden
tlyw
ithou
thes
itatio
n.�
Does
notp
utof
fmak
ing
ade
cisi
onto
avoi
dco
nflic
t.�
Does
notp
utof
fade
cisi
onto
avoi
d‘g
ettin
git
wro
ng’.
�Co
nsid
ers
the
cost
impl
icat
ions
toa
deci
sion
.
Leve
l4–
mak
estim
ely
and
soun
dde
cisi
ons
whe
nda
tais
less
acce
ssib
le,i
ncon
clus
ive
orco
ntra
dict
ory.
Dem
onst
rate
dby
:�
Not
afra
idto
take
risks
tofin
da
solu
tion.
�Se
eks
apr
actic
also
lutio
nde
spite
vagu
enes
sof
data
.�
Can
asse
ssm
ultip
leor
com
plex
orco
ntra
dict
ory
data
inor
dert
ore
ach
deci
sion
.�
Und
erst
ands
caus
ean
def
fect
.
Leve
l5–
can
take
deci
sion
sw
hich
requ
irepo
litic
alor
orga
nisa
tiona
lin
terp
reta
tion
with
aney
eon
inte
rnal
polit
ics
butw
hich
are
bene
ficia
lto
the
orga
nisa
tion.
Dem
onst
rate
dby
:�
Eval
uate
sth
ere
latio
nshi
pbe
twee
nsh
ort-
term
cons
eque
nces
and
long
-ter
mga
ins.
�Is
pers
uasi
vew
hen
pres
entin
gca
seto
stak
ehol
ders
.�
Isco
nfid
enta
bout
mak
ing
deci
sion
sw
hich
invo
lve
the
orga
nisa
tion
goin
gfo
rwar
din
toun
char
ted
terr
itory
.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
25
�Is
nota
frai
dof
cont
rove
rsy
and
will
mak
ede
cisi
ons
with
cogn
isan
ceof
the
polit
ical
land
scap
e.�
Isof
ten
soug
htou
tfor
advi
ceby
peer
s,su
perio
rsan
dsu
bord
inat
es.
Influ
enci
ngsk
ills
Leve
l1–
beha
ves
ina
stra
ight
forw
ard
and
tran
spar
entw
ayth
atse
tsa
posi
tive
exam
ple.
Dem
onst
rate
dby
:�
Win
sre
spec
tand
influ
ence
sot
hers
byow
nbe
havi
our.
�Is
conf
iden
tand
dete
rmin
ed.
�Se
tsa
posi
tive
exam
ple.
�En
cour
ages
othe
rsto
chal
leng
ean
ddo
esno
tmin
dbe
ing
chal
leng
ed.
�Co
mm
unic
ates
clea
rlybo
thor
ally
and
inw
ritte
nfo
rm.
Leve
l2–
isaw
are
ofth
eim
pact
onot
hers
,is
acl
earc
omm
unic
ator
,sp
eaks
and
writ
escl
early
,is
ago
odlis
tene
r.
Dem
onst
rate
dby
:�
Regu
larly
shar
esow
nvi
ews
ina
clea
rman
ner.
�Ca
nar
ticul
ate
the
key
poin
tsof
anar
gum
ent.
�Ca
nbe
asse
rtiv
ew
hen
wor
king
with
othe
rs.
�Ob
serv
esan
dlis
tens
and
unde
rsta
nds
wha
tis
bein
gsa
id.
�De
mon
stra
tes
inte
grity
whe
nde
alin
gw
ithot
hers
atal
ltim
es.
Leve
l3–
has
the
pers
onal
stat
ure
and
capa
bilit
yto
influ
ence
abr
oad
rang
eof
peop
lein
clud
ing
key
deci
sion
-mak
ers.
Dem
onst
rate
dby
:�
Disp
lays
ava
riety
ofst
yles
ofac
tion
from
dipl
omat
icto
asse
rtiv
e.�
Use
sth
eap
prop
riate
appr
oach
todi
ffus
edi
ffic
ults
ituat
ions
.�
Isab
leto
com
prom
ise
whe
nne
cess
ary.
�Id
entif
ies
key
influ
ence
rsan
dfo
cuse
son
thei
rreq
uire
men
ts.
�De
mon
stra
tes
conf
iden
cecl
early
inal
lcom
mun
icat
ion
scen
ario
s.
26
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
13
3
CH
APT
ER11
FURT
HER
TYPI
CAL
INTE
RVIE
WQ
UES
TIO
NS
Earli
erin
the
book
you
had
the
oppo
rtun
ityto
see
the
kind
sof
answ
ers
that
inte
rvie
wer
sar
ere
ally
look
ing
for.
How
ever
,the
rear
ea
mill
ion
and
one
othe
rsub
ject
sth
atyo
uco
uld
beas
ked
ques
tions
on,a
ndIh
ave
incl
uded
here
just
ase
lect
ion
fory
outo
look
at.T
his
islik
ean
exam
:you
may
broa
dly
know
wha
twill
beco
vere
d,bu
tnot
the
actu
alqu
estio
ns.A
syo
ulo
okat
them
,try
and
form
ulat
eth
ety
peof
answ
eryo
uw
ould
give
toea
chon
eus
ing
the
guid
elin
espr
evio
usly
prov
ided
.
DRI
VE
FOR
ACH
IEV
EMEN
TSe
izes
oppo
rtun
ities
toac
hiev
ean
dex
ceed
both
busi
ness
and
pers
onal
obje
ctiv
es.
Tell
usab
out
ati
me
whe
nyo
uha
vebe
enes
peci
ally
mot
ivat
ed.
�W
hatm
osts
tron
gly
mot
ivat
esyo
uto
wor
kha
rd?
�H
owdo
esth
issh
owits
elf?
�W
hatd
emot
ivat
esyo
u?
Tell
usab
out
ati
me
whe
nyo
uw
orke
des
peci
ally
hard
.
�W
hich
aspe
cts
ofth
esi
tuat
ion
mot
ivat
edyo
uto
wor
kha
rd?
�W
hich
aspe
ctof
the
situ
atio
nde
mot
ivat
edyo
u?�
Wha
tfee
dbac
kdi
dyo
ure
ceiv
eon
your
perf
orm
ance
?
Asso
onas
itse
ems
appr
opria
tedu
ring
the
conv
ersa
tion,
ask
fora
date
tom
eetf
ora
face
-to-
face
inte
rvie
w.S
ayso
met
hing
like:
'Wel
l,th
isce
rtai
nly
soun
dslik
eju
stth
ejo
bI'm
look
ing
for,
MrX
.I'm
sure
Ican
cont
ribut
ea
lott
oyo
uror
gani
satio
n.I'd
real
lylik
eto
visi
tyou
tosh
owyo
uw
hatI
can
offe
r.W
hen
and
whe
rew
ould
you
mee
tme?
'
You
may
have
tobe
cont
entw
ithth
ere
spon
se:‘
Wel
l,w
eha
vea
few
othe
rcan
dida
tes
tota
lkto
yet,
butw
ew
illbe
into
uch’
,but
atth
eve
ryle
asty
ouca
nas
k‘W
hen
amIl
ikel
yto
hear
from
you?
’.Ift
hem
anag
erum
ms
and
ahhs
,dec
ide
upon
are
ason
able
times
cale
,and
sugg
est‘
Wel
l,I'm
very
keen
tokn
owif
I'mgo
ing
forw
ard
toth
ene
xtst
age,
soif
Iha
ven'
thea
rdfr
omyo
uby
next
Frid
ay,w
ould
you
min
dif
Ical
lyou
then
forf
ind
out?
'Thi
sap
proa
chis
part
icul
arly
impo
rtan
tify
ouar
eap
plyi
ngfo
rsal
esjo
bs,a
syo
uar
eex
pect
edto
dem
onst
rate
your
natu
ral
sale
sman
ship
.But
even
inth
eca
seof
othe
rjob
s,m
ostp
eopl
ew
illap
prec
iate
your
keen
ness
and
enth
usia
sm.I
fthe
ydo
n't,
and
you
lose
the
job
onac
coun
tofb
eing
'too
push
y'(m
ostu
nlik
ely)
,wel
l,is
itth
eso
rtof
job
you
wan
ted
anyw
ay?
Ifaf
tera
tele
phon
ein
terv
iew
you
don’
tget
calle
dto
the
next
stag
e,do
notb
eaf
raid
toco
ntac
tthe
recr
uite
raga
inan
das
kfo
rfee
dbac
kon
your
perf
orm
ance
.Thi
sw
illhe
lpyo
uto
impr
ove
your
own
skill
san
dho
pefu
llypr
oduc
ea
mor
epo
sitiv
eou
tcom
ein
the
futu
re.
13
2•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Leve
l4–
adap
tsst
yle
and
inte
ract
sat
alll
evel
s,w
hils
tmai
ntai
ning
cred
ibili
ty,t
ose
cure
com
mitm
ent.
Dem
onst
rate
dby
:�
Iden
tifie
sth
eke
yin
fluen
cers
and
focu
ses
onth
eirr
equi
rem
ents
.�
Can
com
prom
ise
inor
dert
oac
hiev
eag
reem
ents
een
asbe
nefit
ing
all
part
ies.
�U
ses
appr
opria
tein
fluen
cing
,ass
ertiv
ean
dne
gotia
ting
tech
niqu
esto
diff
use
diff
icul
tsitu
atio
ns.
�Ca
npe
rsua
dese
nior
colle
ague
sby
bein
gco
nfid
enta
ndas
sert
ive,
and
sens
ing
best
timin
gto
gain
mos
tfav
oura
ble
outc
ome.
�Ra
diat
esex
perie
nce
and
self-
conf
iden
cein
allc
omm
unic
atio
nsit
uatio
ns.
Leve
l5–
influ
ence
sat
indi
vidu
al,t
eam
,dep
artm
enta
land
corp
orat
ele
vel.
Dem
onst
rate
dby
:�
Can
deliv
eror
gani
satio
nalm
essa
ges
conf
iden
tlyan
dw
ithco
nvic
tion.
�Ke
eps
abre
asto
fsec
tord
evel
opm
ents
toin
fluen
ceex
tern
alan
din
tern
alcu
stom
ers.
�U
nder
stan
dsco
mpl
etel
yor
gani
satio
nalp
oliti
cs.
�H
asst
rong
lobb
ying
skill
s.�
Can
influ
ence
atal
llev
els
with
inth
eor
gani
satio
n.
Deve
lopm
ent
ofse
lfan
dot
hers
Leve
l1–
know
sow
nca
reer
path
and
activ
ely
wor
ksto
war
dsac
hiev
ing
care
erob
ject
ives
.
Dem
onst
rate
dby
:�
Has
apo
sitiv
em
enta
latt
itude
and
seek
sto
bepr
ofes
sion
alat
wor
k.�
Cont
ribut
esfu
llyan
dse
eks
addi
tiona
lres
pons
ibili
ties.
�Se
eks
goal
sfo
rsel
fand
look
sfo
rlea
rnin
gop
port
uniti
es.
�Id
entif
ies
oppo
rtun
ities
tode
velo
pan
dsu
ppor
tcol
leag
ues.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
27
Leve
l2–
mar
kets
self
and
othe
rsfo
ropp
ortu
nitie
sfo
rdev
elop
men
t;re
cogn
ises
othe
rs’c
aree
rasp
iratio
nsan
dsu
ppor
tsth
em.
Dem
onst
rate
dby
:�
Regu
larly
asks
forf
eedb
ack
onow
npe
rfor
man
ce.
�Is
awar
eof
wha
tis
requ
ired
toac
hiev
eca
reer
ambi
tions
.�
Get
sac
tivel
yin
volv
edin
deve
lopi
ngot
hers
.�
Does
notp
reva
ricat
ean
dm
akes
thin
gsha
ppen
fort
hem
selv
es.
�Co
nsis
tent
lytr
ies
tode
velo
pcu
rren
tski
llse
t.
Leve
l3–
cont
inua
llyim
prov
esth
eca
pabi
lity
ofth
eor
gani
satio
nth
roug
hco
ntrib
utin
gto
ale
arni
ngcu
lture
.
Dem
onst
rate
dby
:�
Giv
espr
actic
alfe
edba
ckto
othe
rs.
�M
ento
rsan
dco
ache
sot
hers
toac
hiev
eth
eirf
ullp
erfo
rman
ceca
pabi
litie
s.�
Take
sdi
rect
acco
unta
bilit
yfo
rsuc
cess
orfa
ilure
ofsu
bord
inat
es.
�Se
esth
eap
prai
sals
yste
mas
anex
celle
ntw
ayto
iden
tify
trai
ning
need
sfo
rsel
fand
othe
rs.
�En
sure
str
aini
ngne
eds
anal
yses
resu
ltsar
eac
ted
upon
.
Leve
l4–
activ
ely
addr
esse
sca
reer
deve
lopm
enta
ndpu
shes
fort
heac
hiev
emen
tofc
aree
rpla
ns.
Dem
onst
rate
dby
:�
Ispr
agm
atic
abou
tone
’sow
nst
reng
ths
and
wea
knes
ses
and
how
best
toge
tthe
resu
ltsne
eded
.�
Giv
espr
actic
algu
idan
cean
dsu
ppor
tto
othe
rsin
achi
evin
gth
eir
care
eram
bitio
ns.
�Re
cogn
ises
mor
esu
btle
tale
nts
inot
hers
and
activ
ely
enco
urag
esth
ede
velo
pmen
toft
hese
tale
nts.
�Co
nduc
tsth
eap
prai
salp
roce
ssin
apr
ofes
siona
land
thor
ough
man
ner.
�Lo
oks
foro
ppor
tuni
ties
to‘st
retc
h’.
28
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
The
bigg
estd
raw
back
,fro
mbo
thth
ere
crui
ter’s
and
the
cand
idat
e’s
poin
tofv
iew
,is
the
lack
ofvi
sual
feed
back
durin
gth
eco
nver
satio
n.Th
ese
subt
le,v
isua
lclu
esto
how
wel
lwe
are
doin
gar
ede
nied
us,s
ow
em
ustb
efo
cuse
dan
dal
ertt
opi
ckin
gup
onpu
rely
verb
alin
dica
tions
.If
the
inte
rvie
wer
isgo
odat
wha
tthe
ydo
,the
yw
illha
vepr
epar
edw
ella
tth
eire
ndan
dth
eca
llw
illha
vea
clea
rstr
uctu
rean
dpu
rpos
e.Th
isis
good
fory
ouas
itst
ops
the
conv
ersa
tion
stra
ying
into
area
sw
hich
may
have
pitf
alls
inth
emfo
ryou
.
Inyo
urre
spon
ses,
try
tobe
clea
rand
conc
ise.
Rem
embe
rtha
tthe
reas
ona
tele
phon
ein
terv
iew
isha
ppen
ing
inth
efir
stpl
ace
isto
spee
dup
the
who
lere
crui
tmen
tpro
cess
,so
high
lyde
taile
d,lo
ng-w
inde
dan
swer
sar
eno
tcal
led
forh
ere.
Iwou
ldal
sosu
gges
ttha
tyou
mak
esu
reth
atyo
urdi
ctio
nis
good
soth
ein
terv
iew
erun
ders
tand
syo
ucl
early
.If
anyt
hing
,slo
wdo
wn
your
spee
chsl
ight
lyto
allo
wex
tra
time
fort
hein
terv
iew
erto
mak
ew
ritte
nno
tes
abou
twha
tyou
are
sayi
ng.I
fyou
don’
thav
esh
orth
and
skill
san
dha
veev
ertr
ied
toca
ptur
epe
ople
’sw
ords
verb
atim
,you
will
know
exac
tlyho
wdi
ffic
ultt
hati
s!Do
wha
tw
orks
fory
ou.S
ome
peop
leha
vefo
und
that
stan
ding
updu
ring
ate
leph
one
inte
rvie
whe
lps
them
focu
s(n
oop
port
unity
todo
odle
)and
help
sw
ithth
eirb
reat
hing
and
post
ure.
This
tran
slat
esin
toso
undi
ngco
mpo
sed
over
the
tele
phon
e.
You
may
wan
tto
rehe
arse
befo
reha
nd.T
ryw
ritin
gyo
urow
nse
tof
ques
tions
and
have
som
eone
tele
phon
eyo
uan
das
kyo
uth
ese
ques
tions
.Rem
embe
rtha
tthi
sis
unlik
ely
tobe
the
hirin
gst
age,
soth
equ
estio
nsar
eun
likel
yto
beco
mpl
exor
dem
andi
ng.G
etth
emto
writ
edo
wn
your
resp
onse
san
dad
dth
eiro
wn
criti
que.
Anal
yse
thes
eno
tes
and
amen
dyo
urap
proa
chac
cord
ingl
y.
Part
ofth
epu
rpos
eof
the
tele
phon
ein
terv
iew
,fro
mth
ere
crui
ter’s
pers
pect
ive,
isto
find
outh
owm
uch
you
wan
tthe
job
and
(inth
eca
seof
sale
sjo
bs)w
heth
eryo
uha
vecl
osin
gsk
ills.
TELE
PH
ON
EIN
TER
VIE
WS
•1
31
13
0
CH
APT
ER10
TELE
PHO
NE
INTE
RVIE
WS
Tele
phon
ein
terv
iew
sar
ebe
ing
used
mor
ean
dm
ore
thes
eda
ysas
they
are
extr
emel
ytim
eef
ficie
ntfo
rthe
recr
uite
r.On
ceus
edon
lyby
recr
uitm
enta
genc
ies,
man
ypr
ivat
eor
gani
satio
nsus
eth
ese
asan
initi
alfil
ter.
Und
oubt
edly
you
will
com
eac
ross
thes
eat
som
est
age
inyo
urca
reer
,so
it’s
best
toha
veso
me
idea
wha
tto
expe
ctbe
fore
hand
.
Thin
kab
outw
haty
ouar
etr
ying
toac
hiev
ehe
re.I
t’sno
tabo
utac
tual
lyse
curin
gth
ejo
bat
this
stag
e.It’
sab
outg
ettin
gto
the
next
leve
lwhi
chin
volv
esa
face
tofa
cein
terv
iew
Ever
ythi
ngIh
ave
said
prev
ious
lyab
outy
oudo
ing
rese
arch
onth
eor
gani
satio
nst
illap
plie
s.Th
ead
vant
age
you
will
have
this
time
isth
atyo
uca
nha
veal
lyou
rres
earc
hno
tes
infr
onto
fyou
tore
fert
o,ra
ther
than
havi
ngto
com
mit
ital
lto
mem
ory.
This
goes
fory
ourC
Van
dco
verin
gle
tter
too.
Hav
eth
emin
easy
reac
h.Ev
enbe
tter
,why
not
prep
are
are
fere
nce
shee
twith
poin
tsto
jog
your
mem
ory
onsp
ecifi
cta
sks
you
have
wor
ked
on,a
chie
vem
ents
you
have
mad
eor
proj
ects
you’
veta
ken
part
in?
Whe
nyo
uag
ree
toan
appo
intm
entf
ora
tele
phon
ein
terv
iew
,mak
esu
reth
atyo
uch
oose
atim
ew
here
you
know
you
can
defin
itely
bein
anen
viro
nmen
tcon
duci
veto
you
givi
ngyo
urbe
st.T
hatm
eans
noin
terr
uptio
ns,n
oba
ckgr
ound
nois
e,et
c.If
you
can,
mak
esu
reyo
ure
ceiv
eth
eca
llon
ala
ndlin
e.Th
enth
ere
isno
wor
ryab
outb
atte
ries
goin
gfla
torr
ecep
tion
bein
glo
st.Y
ouw
illbe
mor
elik
ely
tobe
rela
xed
and
give
abe
tter
acco
unto
fyou
rsel
fin
this
type
ofen
viro
nmen
t.
Leve
l5–
mea
sure
san
dm
onito
rssk
illle
vels
thro
ugho
utth
eor
gani
satio
nw
ithan
eye
onfu
ture
need
s.
Dem
onst
rate
dby
:�
Keep
sab
reas
tofd
evel
opm
ents
outs
ide
imm
edia
tear
eaof
expe
rtis
e.�
Mak
essu
reot
hers
gett
here
sour
ces
they
need
tode
liver
wha
tis
expe
cted
ofth
em.
�Is
intu
itive
abou
tpeo
ple;
take
sin
form
alan
dcr
eativ
eris
ksw
ithth
em.
�M
axim
ises
the
pote
ntia
loft
heor
gani
satio
n’s
hum
anca
pita
l.�
Striv
esto
bean
empl
oyer
ofch
oice
byde
mon
stra
ting
com
mitm
entt
ope
ople
deve
lopm
ent.
Team
wor
king
skill
sLe
vel1
–is
anef
fect
ive
team
mem
ber.
Dem
onst
rate
dby
:�
Wor
ksef
fect
ivel
yw
ithot
hers
ina
team
.�
Requ
ests
help
,oro
ffer
ssu
ppor
twhe
nre
quire
d.�
Coop
erat
esw
ithot
hert
eam
mem
bers
and
has
afle
xibl
ean
dop
en-
min
ded
appr
oach
.�
Proj
ects
apo
sitiv
eim
age
ofte
amw
orki
ng.
Leve
l2–
Deve
lops
effe
ctiv
ean
dsu
ppor
tive
rela
tions
hips
with
colle
ague
s.
Dem
onst
rate
dby
:�
Draw
son
each
team
mem
ber’s
part
icul
arta
lent
sto
max
imis
eth
eef
fect
iven
ess
ofth
ete
am.
�Co
ntrib
utes
toth
eru
nnin
gof
the
team
.�
Shar
esid
eas
and
data
with
team
mem
bers
.�
Can
wor
kac
ross
team
boun
darie
s.�
Awar
eof
the
stre
ngth
san
dde
velo
pmen
tnee
dsof
othe
rtea
mm
embe
rs.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
29
Leve
l3–
unde
rsta
nds
how
and
whe
nto
sett
eam
obje
ctiv
esan
dut
ilise
sth
eta
lent
ofal
ltea
mm
embe
rs.
Dem
onst
rate
dby
:�
Able
toca
pita
lise
onth
est
reng
ths
ofte
amm
embe
rs.
�M
akes
use
ofev
eryo
ne’s
inna
teab
ilitie
s.�
Reco
gnis
esth
ecu
ltura
lasp
ects
ofte
amw
orki
ng.
�Is
ach
ampi
onfo
rdiv
ersi
ty.
�De
fines
succ
ess
asw
hen
the
who
lete
amco
ntrib
utes
and
shar
esin
the
glor
y.
Leve
l4–
look
sfo
ropp
ortu
nitie
sfo
rint
er-
and
intr
a-te
amw
orki
ngto
achi
eve
bigg
erbu
sine
ssgo
als.
Dem
onst
rate
dby
:�
Can
putp
erso
naln
eeds
asid
ein
orde
rto
conc
entr
ate
onte
amne
eds.
�Su
gges
tsw
ays
ofte
ams
wor
king
toge
ther
toac
hiev
ebu
sine
ssgo
als.
�Su
gges
tsfo
rmat
ion
ofne
wte
ams
tosa
tisfy
the
need
sof
part
icul
arpr
ojec
ts.
�Ca
nid
entif
yfa
ctor
sw
hich
hind
erte
ampe
rfor
man
ce.
�St
rives
toas
sist
the
team
inde
velo
ping
itsow
nid
entit
y.
Leve
l5–
mod
els
team
wor
king
and
cham
pion
sth
ebe
nefit
sof
part
ners
hips
acro
ssth
ebu
sine
ss.
Dem
onst
rate
dby
:�
Acts
asa
role
mod
elfo
roth
ers.
�Ca
nus
e‘b
lue
sky
thin
king
’to
circ
umve
nthi
ndra
nces
toef
fect
ive
team
wor
king
.�
Enco
urag
esa
sens
eofespritdecorps.
�Is
insp
iratio
nala
ndm
oral
ebo
ostin
g.
Phew
!Qui
tea
list,
I’msu
reyo
uw
illag
ree.
Itca
nbe
quite
cath
artic
togo
thro
ugh
this
exer
cise
.The
info
rmat
ion
you
glea
nfr
omdo
ing
this
will
30
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
prop
erly
hand
over
your
resp
onsi
bilit
ies.
Wha
t’sm
ore,
bein
gse
ento
mak
eth
eef
fort
right
upun
tilyo
urla
stda
yw
illen
sure
your
repu
tatio
nas
apr
ofes
sion
alan
dre
liabl
eem
ploy
eere
mai
nsin
tact
.And
you
neve
rkn
oww
hen
you
mig
htde
alw
ithyo
urem
ploy
erag
ain.
Mak
esu
reyo
ual
low
time
tosa
ygo
odby
eto
ever
yone
and
swap
cont
act
deta
ilsw
ithas
man
yco
lleag
ues
asyo
uca
n.M
ovin
gjo
bsis
agr
eatw
ayto
exte
ndyo
urne
twor
kan
dyo
um
ayfin
dyo
use
eso
me
ofyo
urco
lleag
ues
agai
nso
oner
than
you
thin
k.
Don’
tfee
lgui
ltyab
outr
esig
ning
.Fee
lgoo
d!W
orki
ngis
the
natu
reof
busi
ness
and
job
mob
ility
ispa
rtof
busi
ness
.
Whi
lsto
ther
sm
ayth
ink
you’
rere
sign
ing
from
ape
rfec
tlygo
odjo
b,yo
u’re
the
one
inco
ntro
lofy
ourc
aree
rand
only
you
can
deci
dew
hich
dire
ctio
nit
shou
ldta
ke.I
fres
igni
ngfr
omyo
urjo
bw
illbr
ing
you
clos
erto
mee
ting
your
goal
s,th
enit’
sa
legi
timat
est
epon
your
care
erpa
th.
Now
goan
den
joy
your
new
role
!
AFT
ERTH
EIN
TER
VIE
W•
12
9
Alw
ays
stic
kto
the
reas
ons
you’
vegi
ven
forl
eavi
ng.T
ellin
gyo
urm
anag
eron
eth
ing
and
your
co-w
orke
rsan
othe
rris
ksco
mpr
omis
ing
your
prof
essi
onal
ism
and
mak
ing
your
last
few
wee
ksfe
elaw
kwar
d.
Ifyo
u’ve
done
ever
ythi
nga
loya
lem
ploy
eeis
expe
cted
toha
vedo
nean
dyo
u’ve
perf
orm
edw
elli
nyo
urro
le,t
hech
ance
sar
eyo
uror
gani
satio
nw
on’t
wan
tto
see
you
go.T
hem
ostl
ikel
yw
ayan
empl
oyer
will
try
and
mak
eyo
ust
ayis
byof
ferin
gyo
ua
pay
rise
eith
ereq
ualt
oor
abov
ew
haty
ou’v
ebe
enof
fere
din
your
new
job.
You
shou
ldta
kean
yco
unte
roff
erth
eym
ake
you
serio
usly
and
care
fully
cons
ider
how
you
wou
ldfe
elab
outs
tayi
ngin
the
sam
ejo
bbu
twith
abe
tter
sala
ry.T
his
may
help
rem
ind
you
ofth
eot
herr
easo
nsyo
uha
vefo
rlea
ving
and
help
you
mak
eyo
urde
cisi
on.
Empl
oyer
sm
ayal
sotr
yto
gety
outo
stay
bypr
omisi
ngyo
ua
prom
otio
nan
din
crea
sed
resp
onsib
ility
.Aga
in,y
oush
ould
thin
kca
refu
llyab
outw
hat
this
mea
nsbu
tdon
’tfo
rget
that
you’
llbe
wor
king
inth
esa
me
orga
nisa
tion,
with
the
sam
epe
ople
and
prob
ably
unde
rthe
sam
em
anag
er.
Wha
teve
rthe
leng
thof
your
notic
epe
riod,
you’
rele
gally
oblig
edto
wor
kit,
unle
ssyo
urem
ploy
eris
will
ing
tow
aive
it.Lo
okat
your
writ
ten
cont
ract
ofem
ploy
men
t.Yo
ush
ould
find
deta
ilsof
your
notic
epe
riod
ther
e.Ot
herw
ise,
you
shou
ldal
low
betw
een
two
wee
ksan
da
mon
th.B
eaw
are
that
the
rem
edy
anem
ploy
erha
sag
ains
tan
empl
oyee
who
does
notw
ork
thei
rnot
ice
isto
try
tore
cove
rany
loss
esth
eym
aysu
stai
nor
clai
mda
mag
esag
ains
tyou
ina
cour
tofl
aw.N
ow,d
epen
ding
onth
ena
ture
ofyo
urro
le,a
ndho
wim
port
anty
ouar
eto
the
orga
nisa
tion
will
dete
rmin
eth
eem
ploy
er’s
will
ingn
ess
tore
sort
tolit
igat
ion.
It’s
easy
toim
agin
eyo
urno
tice
perio
das
atim
eto
rela
xan
dst
opm
akin
gan
effo
rt,b
utth
issh
ould
n’tb
eth
eca
se.Y
ou’ll
likel
yha
vepl
enty
toke
epyo
ubu
sy,f
inal
isin
gan
you
tsta
ndin
gw
ork
and
ensu
ring
you
12
8•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
noto
nly
give
you
age
nera
lsen
seof
wha
tyou
rcom
pete
nce
leve
lsar
eat
this
mom
enti
ntim
e,bu
titc
anal
soad
vise
you
whe
nyo
uar
ere
visi
ngth
eco
nten
tofy
ourc
urric
ulum
vita
e.Pe
rhap
sso
me
ofth
ete
rmin
olog
yI
have
used
here
has
caus
edyo
uto
thin
k‘Y
es!T
hat’s
exac
tlyw
hatI
do!’
Ifso
,I’m
glad
.Use
thes
ete
rms
toex
pand
onyo
urro
lean
dre
spon
sibi
litie
sde
taile
din
your
CV.I
tis
ofte
ndi
ffic
ultt
ofin
da
form
ofw
ords
that
fully
desc
ribes
wha
titi
syo
udo
exac
tly.I
’msu
reth
ere
are
som
eph
rase
she
reyo
uca
nad
aptf
oryo
urow
nus
e.
RESE
ARC
HIN
GTH
EO
RGA
NIS
ATI
ON
Anob
viou
spl
ace
tost
artp
repa
ring
fory
ouri
nter
view
isto
rese
arch
the
orga
nisa
tion
you’
dlik
eto
wor
kfo
r.Th
ere
are
man
y,m
any
sour
ces
from
whi
chto
gain
the
kind
ofin
form
atio
nyo
une
ed,r
angi
ngfr
omth
eIn
tern
etto
perio
dica
ls,an
nual
repo
rts,
etc.
Allo
fthe
seha
veth
eiro
wn
part
toco
ntrib
ute
inbu
ildin
gup
the
pict
ure
you
have
ofth
eor
gani
satio
n.
The
Inte
rnet
will
obvi
ousl
ygi
veyo
uac
cess
toth
eor
gani
satio
n’s
own
web
site
.How
ever
,be
awar
eth
atth
eor
gani
satio
nw
illus
eth
ism
ediu
mto
pres
entt
hefa
ceto
the
wor
ldth
atth
eyw
ant,
and
itm
aybe
heav
ily‘sp
inne
d’.Pu
ttin
gcy
nici
smas
ide
fora
mom
ent,
mak
esu
reyo
ure
adas
man
yof
the
web
page
sas
you
can
and
jotd
own
salie
ntpo
ints
asyo
uco
me
acro
ssth
em.Y
ouw
illof
ten
find
info
rmat
ion
onth
eirm
arke
ts,
thei
rpro
duct
s,th
eire
mpl
oyee
num
bers
,the
irgr
een
cred
entia
lsan
dus
ually
deta
ilsof
how
you
can
cont
actt
hem
dire
ctly
.
Forl
arge
rcom
pani
es,c
allu
pth
eirp
ublic
rela
tions
depa
rtm
ent(
itm
ayha
vem
any
othe
rtitl
es)a
ndas
kth
emto
send
you
any
broc
hure
sor
liter
atur
eth
atth
eyha
veal
labo
utth
eco
mpa
ny.
Now
mos
tem
ploy
ers
will
have
expe
cted
you
todo
atle
asta
basi
cIn
tern
etse
arch
onth
eman
dI’v
elo
stco
unto
fthe
num
bero
ftim
esa
cand
idat
eha
sre
cite
dve
rbat
imst
atis
tics
publ
ishe
don
the
web
site
.To
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
31
man
yof
us,t
his
isla
zyre
sear
ch.U
nim
agin
ativ
ean
dpr
edic
tabl
e.Iw
illex
pand
onth
isin
Chap
ter6
onqu
estio
nsan
dan
swer
sla
tero
n.
Sow
hats
houl
dyo
udo
?U
sing
wha
tyou
have
glea
ned
abou
tthe
orga
nisa
tion
asa
star
ting
poin
t,se
eif
you
can
find
outw
hoth
eir
com
petit
ors
are
and
wha
tthe
yha
veto
say
onth
eirw
ebsi
tes.
Itis
muc
hbe
tter
toan
swer
anin
terv
iew
erin
resp
onse
toth
equ
estio
n‘W
hatd
oyo
ukn
owab
outu
s?’w
itha
brie
fsum
mar
yof
wha
tyou
’ve
lear
ned
follo
wed
byyo
urow
nqu
estio
nsu
chas
‘…ho
wev
er,I
see
that
Com
pany
XYZ
isal
soex
pand
ing
into
the
Paci
ficRi
mm
arke
tin
dire
ctco
mpe
titio
nw
ithyo
urse
lves
.How
doyo
use
eth
atba
ttle
goin
g?’
Itis
ago
lden
rule
whe
nre
sear
chin
gor
colla
ting
data
onan
ysu
bjec
tnot
tosu
ffer
from
‘par
alys
isby
anal
ysis
’.You
mus
trea
ctto
wha
tyou
rre
sear
chte
llsyo
u.
32
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
EXAM
PLE
You
are
goin
gfo
rajo
bw
itha
com
pany
whi
chm
anuf
actu
res
part
sfo
rthe
prod
uctio
nof
ciga
rett
es.Y
ourr
esea
rch
tells
you
that
you
the
com
pany
has
enjo
yed
grow
thov
erth
epa
st20
year
san
dsh
ows
nosi
gnof
decl
inin
g.H
owev
er,t
here
cent
intr
oduc
tion
ofan
ti-sm
okin
gle
gisl
atio
nin
the
UK
has
mad
eyo
uth
ink
that
this
com
pany
mus
tbe
doin
gso
met
hing
right
inor
dert
oco
ntin
uegr
owin
g.Yo
udi
gar
ound
som
em
ore
and
find
that
inth
eU
Ksm
okin
gis
actu
ally
inde
clin
eth
roug
ha
com
bina
tion
ofth
ene
wle
gisl
atio
nan
dth
roug
hgr
eate
raw
aren
ess
ofhe
alth
issu
esby
the
gene
ralp
ublic
.Erg
o,th
eon
lyre
ason
the
com
pany
can
still
begr
owin
gis
beca
use
they
are
selli
ngou
tsid
eof
the
UK.
You
doso
me
mor
ese
arch
ing
and
find
that
the
wor
ld’s
grow
thm
arke
tsar
eIn
dia,
Chin
aan
dot
her‘
deve
lopi
ng’c
ount
ries.
Now
,iti
ste
mpt
ing
toth
enju
stdr
opin
toyo
urco
nver
satio
nw
ithth
e
RESI
GN
ING
FRO
MYO
UR
CURR
ENT
JOB
Phew
!You
’ve
done
it!Yo
u’ve
done
ally
ourr
esea
rch
and
puty
ourt
ime
inge
ttin
gre
ady
fort
hatf
inal
inte
rvie
w.Y
ouda
zzle
dth
ein
terv
iew
ers
with
your
inte
llige
nce,
char
m,w
itan
dth
eyw
ere
gagg
ing
tohi
reyo
u.Yo
u’ve
nego
tiate
dyo
urte
rms
and
you’
veac
cept
edth
ejo
bof
fera
ndth
ere’
son
lyon
eth
ing
left
todo
:res
ign
from
your
curr
entj
ob.
The
first
thin
gyo
ush
ould
dois
tell
your
curr
entm
anag
er.Y
ouw
illde
finite
lyha
ndov
era
form
alle
tter
(won
’tyo
u?Th
at’s
right
–ke
epth
inki
ng‘I
ama
prof
essi
onal
’),bu
tbef
ore
that
you
shou
ldsi
tdow
nfa
ceto
face
and
lety
ourm
anag
erkn
owin
form
ally
.
Mak
esu
reyo
upr
epar
ew
haty
ou’re
goin
gto
say
befo
reha
ndan
dtr
yan
dgu
ess
your
man
ager
’sre
actio
n.Yo
ush
ould
bepo
sitiv
eab
outy
ourt
ime
inth
atro
lean
dbe
grat
eful
fort
heop
port
uniti
esyo
u’ve
been
give
nw
hils
tyou
wer
eth
ere.
Try
tore
mai
nca
lm,p
rofe
ssio
nala
ndpo
lite
and,
nom
atte
rhow
tem
ptin
git
is,re
sist
the
urge
toge
tper
sona
l!
Once
you’
vele
tyou
rman
ager
know
verb
ally
,you
shou
ldha
ndov
era
type
dre
sign
atio
nle
tter
.Ify
ouw
ish,
hand
itov
erth
ere
and
then
;ify
oufe
elm
ore
com
fort
able
,the
nde
liver
itla
tert
hatd
ayby
hand
.
Inyo
urle
tter
you
shou
ldin
clud
eth
epo
sitio
nyo
uar
ere
sign
ing
from
and
the
date
you
inte
ndto
leav
e.Al
thou
ghno
tess
entia
l,yo
um
ight
wan
tto
repe
atyo
urth
anks
fort
heop
port
uniti
esyo
uha
vebe
engi
ven
and
offe
ryo
urw
illin
gnes
sto
ensu
rea
smoo
thha
ndov
erto
your
succ
esso
r.
Whi
lsta
little
cons
truc
tive
criti
cism
isac
cept
able
,for
exam
ple
ifyo
urca
reer
aspi
ratio
nsha
vebe
enfr
ustr
ated
byyo
urem
ploy
er’s
lack
ofre
cogn
ition
ofyo
urta
lent
s,do
n’tg
etpe
rson
alor
you’
llris
kyo
urre
fere
nce
and
your
repu
tatio
n.
AFT
ERTH
EIN
TER
VIE
W•
12
7
Your
ange
r,yo
urbi
tter
ness
,and
your
insu
ltsw
illno
tmor
tally
wou
ndth
emor
mak
eth
emch
ange
thei
rmin
dsan
dre
alis
eth
eer
roro
fthe
irw
ays.
Inth
een
d,it
will
only
conf
irmth
eird
ecis
ion
tore
ject
you.
Fora
llof
the
nega
tives
that
goal
ong
with
bein
gre
ject
ed,t
hen,
ther
est
illca
nbe
som
epo
sitiv
esp
in-o
ffs.
Whe
ther
itle
ads
toa
job
dow
nth
ero
ador
itad
dsto
your
listo
fcon
tact
sor
not,
you
shou
ldst
illtr
yto
thin
kab
outt
heex
perie
nce
inco
nstr
uctiv
ete
rms,
inth
esa
me
way
that
you
wou
ldre
vise
your
cove
rlet
tera
ndCV
forf
utur
ese
arch
es.
Mak
ea
note
ofqu
estio
nsth
atyo
uha
ddi
ffic
ulty
with
orqu
estio
nsth
atst
ood
outi
nyo
urm
ind.
Also
,mak
ea
listo
fque
stio
nsth
atyo
uco
uld
have
aske
d.Th
ink
abou
thow
you
hand
led
your
self
and
how
you
prep
ared
.Wer
eyo
uab
leto
effe
ctiv
ely
elab
orat
eon
the
info
rmat
ion
that
you
prov
ided
inyo
urin
itial
appl
icat
ion?
Did
you
doso
me
rese
arch
onth
eco
mpa
nybe
fore
you
wer
ein
terv
iew
ed?
Ifyo
uth
ink
that
your
inte
rvie
wsk
ills
need
wor
k,th
enyo
um
ight
wan
tto
setu
pa
moc
kin
terv
iew
orm
ake
anap
poin
tmen
twith
aca
reer
advi
sert
ota
lkab
out
how
you
cond
ucty
ours
elft
hrou
ghth
epr
oces
s.Yo
uco
uld
also
cons
ult
with
your
care
ers
advi
seri
fyou
had
ques
tions
abou
twha
tyou
said
ordi
ddu
ring
the
inte
rvie
wits
elf.
The
inte
rvie
wpr
oces
sdo
esno
t,an
dsh
ould
not,
end
just
beca
use
you
wer
ere
ject
ed.I
na
sens
e,th
ere
ject
ion
isst
illa
part
ofth
ein
terv
iew
.It
give
syo
uye
tano
ther
chan
ceto
dem
onst
rate
your
mat
urity
,to
show
your
unde
rsta
ndin
gof
the
prof
essi
onan
dth
ehi
ring
proc
ess,
and
topr
ove
toth
ere
crui
tert
haty
ouar
ea
wor
thy
cand
idat
e,ev
enif
you
are
noti
tsfir
stch
oice
.Itc
erta
inly
isa
poss
ibili
tyth
atyo
ush
ould
bere
ady
for,
beca
use,
depe
ndin
gup
onho
wyo
uha
ndle
it,it
coul
dco
ncei
vabl
ybe
that
situ
atio
nth
atm
akes
ityo
urye
araf
tera
ll.
Ofco
urse
,ify
ouDO
puti
nto
prac
tice
som
eor
allo
fthe
tech
niqu
esI
have
outli
ned
inth
isbo
ok,t
hen
this
chap
term
ayno
tbe
ofan
yus
eto
you
atal
l!
12
6•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
The
Annu
alRe
port
isan
inva
luab
leso
urce
ofhi
stor
ical
info
rmat
ion
onan
orga
nisa
tion
asit
refle
cts
the
prev
ious
year
’str
adin
g/ac
tiviti
es.
The
Annu
alRe
port
isof
ten
ada
untin
gre
adas
itco
ntai
nshi
ghly
deta
iled
finan
cial
info
rmat
ion.
My
advi
ceis
that
unle
ssyo
uar
efa
mili
arw
ithfin
anci
alte
rmin
olog
y,si
mpl
ysc
anth
ose
page
s.Th
eju
icy
stuf
fis
cont
aine
din
the
Chai
rman
’sRe
port
(usu
ally
near
the
end)
.Thi
sis
the
narr
ativ
ere
port
tosh
areh
olde
rsby
the
top
pers
onin
the
orga
nisa
tion
onho
wth
epr
evio
usye
arha
sgo
ne.I
twill
also
poin
tout
whe
reth
eor
gani
satio
nho
pes
tobe
goin
gin
the
futu
re.T
his
agai
nis
valu
able
info
rmat
ion
you
can
take
with
you
toth
ein
terv
iew
.
Last
ly,b
utno
tlea
st,h
owm
uch
info
rmat
ion
onth
epo
styo
uar
eap
plyi
ngfo
ris
actu
ally
cont
aine
din
that
job
adve
rt?
Not
muc
h,I’l
lw
ager
.Eno
ugh
toca
ptur
eyo
urin
tere
st,s
ure,
bute
noug
hto
deci
de
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
33
inte
rvie
wer
your
know
ledg
eth
atth
ese
are
the
grow
thm
arke
ts.
How
muc
hbe
tter
does
itso
und
whe
nyo
uco
me
outw
ith:Arethere
anyplansthentoexpandyourmanufacturingoperationsinto
ChinaandIndiatogiveyouamoredirectrouteintothegrowth
markets?T
his
noto
nly
lets
your
inte
rvie
wer
know
that
you
are
awar
eof
whe
reth
egr
owth
mar
kets
are,
buta
lso
that
you
have
thou
ghtt
hrou
ghw
hati
tmig
htm
ean
toth
emas
aco
mpa
ny.
TIP
Com
pani
esw
hich
are
publ
iclim
ited
com
pani
es(P
LCs)
are
duty
boun
dto
supp
lyco
pies
ofth
em
ostr
ecen
tAnn
ualR
epor
tto
anyo
new
hore
ques
tson
e.Fi
ndou
tthe
regi
ster
edad
dres
sof
the
com
pany
and
tele
phon
eth
eirP
ublic
Rela
tions
Depa
rtm
entf
ora
copy
.
whe
ther
orno
tthi
sre
ally
isth
ejo
bfo
ryou
?Pr
obab
lyno
t.Te
leph
one
ore-
mai
lthe
Hum
anRe
sour
ceDe
part
men
tand
ask
them
fora
copy
ofth
efo
rmal
job
desc
riptio
n.Th
issh
ould
have
muc
hm
ore
deta
ilth
anth
ead
vert
isem
enta
ndag
ain
prov
ide
you
with
clue
son
how
topr
epar
e.
TIM
ING
ISEV
ERYT
HIN
GTh
ere
isan
old
sayi
ngre
latin
gto
appe
arin
gfo
ran
inte
rvie
w:Ifyouarenot
tenminutesearly,thenyouaretenminuteslate
!Do
you
know
,it’s
true
!
Ifyo
uar
ew
ayto
oea
rlyit
may
appe
arth
atyo
uha
ve(a
)not
rese
arch
edth
etr
avel
time;
(b)a
rea
tad
desp
erat
eto
impr
ess;
(c)h
ave
poor
time
man
agem
ents
kills
.Be
awar
eof
pote
ntia
lroa
dtr
affic
issu
esif
you
are
trav
ellin
gby
cara
ndm
ake
sure
allp
ublic
tran
spor
tsel
ectio
nsw
illha
veyo
uar
rivin
gin
plen
tyof
time.
Take
alon
gw
ithyo
uth
eor
igin
alin
vita
tion
lett
erw
hich
will
give
you
the
orga
nisa
tion’
ste
leph
one
num
bers
houl
dyo
uha
veto
call
ahea
dan
dex
plai
nth
atyo
uar
ego
ing
tobe
dela
yed.
Ifyo
udo
noth
ave
am
obile
phon
e,m
ake
sure
you
have
chan
gefo
rapa
ypho
ne.
Ten
min
utes
isal
mos
t‘re
spec
tful
’.Ita
llow
sth
eor
gani
satio
npl
enty
oftim
eif
they
have
notf
inis
hed
thei
rpre
para
tions
just
yeta
ndyo
uar
eth
efir
stca
ndid
ate.
Itm
ayw
ellb
eth
atth
epr
evio
usca
ndid
ate’
sin
terv
iew
isex
tend
eda
little
orth
eyar
ela
tein
seei
ngyo
u.H
owev
erfe
dup
you
are
atth
isob
viou
spe
rson
alsl
ight
,ple
ase
dono
tlet
itsh
owon
your
face
!Rem
embe
r,yo
um
ight
just
begr
atef
ulfo
rthe
inte
rest
you
have
gene
rate
din
them
whe
reby
they
don’
tnot
ice
the
pass
age
oftim
ean
dyo
ural
lott
edtim
eru
nson
!
34
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
But,
whi
leit
may
mak
eyo
ufe
elbe
tter
tem
pora
rily,
with
ever
yda
mni
ngw
ord
and
ever
yse
ethi
ngsy
llabl
e,yo
uw
ill,i
nm
ore
way
sth
anon
e,be
cutt
ing
your
own
thro
at,p
rofe
ssio
nally
spea
king
.An
emot
iona
lout
burs
taf
tera
reje
ctio
nca
nm
ake
navi
gatin
ga
tight
job
mar
keta
llth
em
ore
com
plic
ated
,aw
kwar
dan
ddi
ffic
ult,
beca
use
you
may
have
tose
eor
wor
kw
ithth
ese
peop
leag
ain
inso
me
othe
rpro
fess
iona
lcap
acity
.Iti
sam
azin
gho
wsm
alls
ome
ofth
ese
disc
iplin
esca
nac
tual
lyge
t.Yo
um
aysu
dden
lysp
ota
mem
bero
fthe
recr
uitm
entp
anel
ona
com
mitt
eeat
apr
ofes
sion
alco
nfer
ence
orse
eth
emin
the
audi
ence
whe
nyo
ude
liver
asp
eech
.Itc
ould
beth
atyo
uru
nac
ross
them
agai
nin
am
ore
mun
dane
capa
city
.Eith
erw
ay,i
t’sgo
ing
tobe
excr
ucia
tingl
yem
barr
assi
ngfo
ryou
!
Net
wor
king
ispa
rtof
man
yjo
bs,s
o,by
offe
ndin
ga
recr
uite
r,yo
uco
uld
also
beof
fend
ing
ane
twor
kan
dbu
rnin
gm
ore
brid
ges
than
you
real
ise.
And
(yes
ther
e’s
anot
her‘
and’
),ev
enth
ough
you
have
been
reje
cted
for
the
job
inqu
estio
n,yo
une
verr
eally
know
how
thin
gsw
illw
ork
out.
New
star
tsdo
nota
lway
sst
aypu
tork
eep
thei
rjob
s.So
me
sim
ply
dono
tfit
inas
wel
las
the
recr
uite
rsth
ough
ttha
tthe
yw
ould
.Oth
ers
mov
eon
afte
rash
ortw
hile
beca
use
thei
rdre
amjo
bw
asso
met
hing
else
orso
mew
here
else
.In
addi
tion,
depa
rtm
ents
ofte
nfin
dth
emse
lves
with
sudd
enre
tirem
ents
orex
tend
edle
aves
ofab
senc
e.If
you
had
just
recr
uite
dfo
rapo
sitio
nan
dha
dan
exce
llent
first
choi
cebu
tano
ther
real
lygo
odca
ndid
ate,
and
you
sudd
enly
had
tohi
refo
rthe
role
agai
n,w
here
wou
ldyo
ulo
okfir
st?
Ifge
ttin
ga
your
drea
mjo
bis
like
win
ning
the
lott
ery,
then
may
beth
eca
tchp
hras
est
illap
plie
s:‘Y
ouca
n’tw
init
unle
ssyo
uar
ein
it.’
And
thou
ghyo
um
aybe
incl
ined
tobe
lieve
that
they
did
this
toyo
uju
stto
see
you
suff
er,t
hefa
ctis
that
recr
uite
rsar
epe
ople
,too
.Not
too
long
ago,
they
wer
esit
ting
ina
simila
rsea
t,de
alin
gw
ithth
esa
me
stre
ssan
dre
spon
ding
toth
esa
me
type
sof
ques
tions
.The
ypr
obab
lyha
tere
ject
ing
you
just
asm
uch
asyo
uha
tebe
ing
reje
cted
.The
yha
veal
soha
dto
give
upth
eirv
alua
ble
time
toco
nduc
tthe
recr
uitm
entp
roce
ss.
AFT
ERTH
EIN
TER
VIE
W•
12
5
focu
sed
onth
ose
mat
eria
ls.D
idyo
uta
ilory
ourc
over
lett
erto
mee
tthe
need
san
dre
quire
men
tsas
they
wer
ese
tout
inth
ejo
bad
,ord
idyo
use
nda
gene
ricco
verl
ette
r?H
ave
you
hone
stly
asse
ssed
your
CVan
dgi
ven
serio
usth
ough
tas
toho
wyo
uco
uld
mak
eit
mor
eco
mpe
titiv
ean
dm
ore
entic
ing?
Doyo
une
edm
ore
expe
rienc
e?Co
uld
you
bem
ore
activ
epr
ofes
sion
ally
?Do
you
need
toga
ina
high
erpr
ofile
inyo
urfie
ld?
Doyo
une
edto
getm
ore
invo
lved
inpr
ofes
sion
alor
gani
satio
ns?
Now
,say
that
you
dom
ake
itpa
stth
eap
plic
atio
nst
age.
You
are
calle
din
fora
nin
terv
iew
but,
alas
,do
notg
etth
ejo
b.Th
ese
nse
ofpe
rson
alre
ject
ion
isfa
rmor
eac
ute,
and
the
emot
iona
lcon
sequ
ence
sm
ore
seve
re.
Ina
com
petit
ive
mar
ket,
gett
ing
anin
terv
iew
isa
feat
that
can
actu
ally
mak
eyo
ube
lieve
,oft
encr
uelly
,tha
tyou
mig
htge
tthe
job.
The
odds
have
dram
atic
ally
impr
oved
inyo
urfa
vour
;whe
reyo
uw
ere
1of
150,
now
you
are
1of
5or
10.
Asca
lman
dco
llect
edas
you
mig
httr
yto
beab
outi
tall,
you
mig
htno
tbe
able
tohe
lpda
ydre
amin
gab
outj
obof
fers
orpl
anni
ngyo
urfu
ture
with
the
firm
.And
,sin
cew
hatl
arge
lyde
term
ines
whe
ther
you
mov
eon
orgo
hom
eis
how
you
pres
enty
ours
elfa
ndyo
urpe
rfor
man
cedu
ring
this
proc
ess,
itis
hard
nott
ota
kea
reje
ctio
nat
this
stag
eof
the
gam
epe
rson
ally
and
nott
ofe
elth
atso
meh
owth
eyju
stdi
dno
tlik
eyo
u.
Reje
cted
afte
ran
inte
rvie
w,y
ouri
nitia
lim
puls
em
ayw
ellb
eto
retu
rnth
ebl
owth
atyo
uha
vebe
ende
alti
nso
me
way
,sha
pe,o
rfor
m.I
fso
meo
nedo
esca
llto
give
you
the
new
s,yo
um
ayfe
ellik
ete
lling
them
‘Huh
!Idi
dn’t
real
lyw
anty
ours
tupi
djo
ban
yway
!’in
aya
-boo
-suc
kski
ndof
way
.Ori
fthe
yha
veno
tifie
dyo
uby
post
,you
may
bein
clin
edto
send
them
asc
athi
ngle
tter
inre
turn
that
burn
sa
hole
thro
ugh
thei
rink
blot
ters
and
forc
esth
emin
toa
life
ofw
atch
ing
dayt
ime
TVan
dlis
teni
ngto
old
Gar
yG
litte
rrec
ords
.
12
4•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
PLA
NN
ING
WH
AT
TOW
EAR
It’s
time
tohe
adfo
rthe
inte
rvie
wan
dyo
uha
veon
equ
estio
n:w
hati
sth
edr
ess
code
?
Shou
ldyo
ube
stric
tlyfo
rmal
?Sh
ould
you
just
goah
ead
and
beyo
urse
lf?Af
tera
ll,th
eyw
on’t
wan
tto
empl
oyye
tano
ther
wor
kerb
ee,
will
they
?W
hata
bout
earr
ings
,nos
est
uds,
tatt
oos,
etc.
?Sh
ould
they
com
eof
f?W
ould
you
mak
em
ore
ofan
impr
essi
onif
you
stoo
dou
tfr
omth
ere
stof
the
crow
d?
Dres
sing
fort
hein
terv
iew
isa
big
issu
ean
dm
any
gett
his
woe
fully
wro
ng.T
hean
swer
isac
tual
lyve
rysi
mpl
e.Th
ejo
bin
terv
iew
isa
form
alm
eetin
gbe
twee
npe
ople
who
are
asse
ssin
gea
chot
her’s
capa
bilit
yan
dsu
itabi
lity
tow
ork
toge
ther
ina
prof
essi
onal
envi
ronm
entw
hich
coul
dle
adto
ale
galf
orm
alag
reem
entb
etw
een
anem
ploy
eean
dem
ploy
er–
the
empl
oym
entc
ontr
act–
ther
efor
eits
noto
vers
tatin
gth
eca
seto
call
itpr
ofes
sion
al.T
hedr
ess
code
then
mus
tobv
ious
lybe
bias
edto
war
dsth
efo
rmal
.
Prep
are
fori
twith
allt
hese
rious
ness
itre
quire
sbe
caus
eyo
une
edto
crea
tean
impr
essi
onon
thos
ew
hom
you
are
mee
ting
that
you
are
are
spon
sibl
ean
dre
sour
cefu
lkin
dof
ape
rson
.
This
mea
nsth
atth
eca
sual
look
orev
enth
esm
art/
casu
allo
okis
out.
Itm
eans
that
the
cons
erva
tive
(no,
that
does
n’tm
ean
goin
gfo
rthe
Davi
dCa
mer
onor
John
Maj
orlo
ok,I
mea
ntw
itha
smal
l‘c’
)loo
kis
wha
tyou
need
tow
ork
at.E
ven
ifyo
uar
ego
ing
fora
nin
terv
iew
asa
call
cent
reop
erat
ive
who
has
noco
ntac
twha
tsoe
verw
ithth
epu
blic
ora
part
-tim
esu
mm
erjo
b,it
will
sure
lym
ake
adi
ffer
ence
ifyo
ugo
toth
ein
terv
iew
dres
sed
form
ally
.One
rule
that
mos
thum
anre
sour
cepe
ople
prom
ote
isth
atan
appl
ican
tmus
tdre
ssas
ifhe
orsh
eis
goin
gfo
rthe
inte
rvie
wof
ajo
bon
ele
velh
ighe
rtha
nth
epo
stac
tual
lybe
ing
appl
ied
for.
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
35
The
poin
tofd
ress
ing
your
self
wel
lis
tole
ave
behi
ndan
impr
essi
onof
your
self
asw
ellg
room
edan
dpr
ofes
sion
al.N
othi
ngdo
esth
isas
muc
has
the
clot
hes
you
wea
r,th
efr
agra
nce
you
wea
rand
the
colo
urs
you
wea
r.W
ithco
nser
vativ
eco
lour
san
dcl
othe
syo
uar
ein
the
safe
zone
with
mos
tpeo
ple
whe
reas
ada
ring
fash
iona
ble
look
coul
dju
stdi
squa
lify
you
fort
oom
uch
attit
ude
ofth
ew
rong
kind
.
Som
eof
the
thin
gsfo
rfem
ale
appl
ican
tsth
atar
eto
beav
oide
dar
e:�
too
muc
hje
wel
lery
–re
mov
ean
yvi
sibl
epi
erci
ngs
exce
ptdi
scre
etea
rrin
gs;
�br
ight
lyco
lour
edcl
othe
sor
nail
polis
h;�
chew
ed,u
nsig
htly
nails
;�
skirt
sth
atar
eto
osh
orta
ndcl
othe
sth
atar
eto
otig
htor
reve
alin
g;�
acce
ssor
ies
that
are
too
colo
urfu
lorf
lora
l;�
Inap
prop
riate
shoe
s(le
ave
thos
eki
llerJ
imm
yCh
oos
with
the
four
-in
chsp
ikes
atho
me)
;�
colla
rless
shirt
s,et
c;�
stro
ngpe
rfum
e.
And
forg
uys:
�pa
leco
lour
edsu
its;
�su
it,co
llara
ndno
tieco
mbo
;�
rolle
dup
slee
ves;
�ta
ttoo
son
disp
lay;
�ov
erpo
wer
ing
afte
rsha
ve;
�br
own
shoe
sw
ithan
yco
lour
suit
exce
ptda
rkbr
own;
�al
way
sw
eara
blac
kbe
ltun
less
you
are
wea
ring
abr
own
suit;
�w
hite
sock
sw
ithan
you
tfit!
!(Th
isis
ago
lden
rule
forl
ife:u
nles
syo
uar
eta
king
part
insp
ort,
ther
eis
noro
omin
life
forw
hite
sock
s.)�
sand
als
oran
yty
peof
open
-toe
dsh
oe.
Thes
eal
ljus
tgo
topr
ove
that
you
dono
trea
llyca
reab
outt
hejo
ban
dal
lyou
are
wor
ried
isab
outy
ouro
wn
pers
onal
attit
ude,
whi
chm
ayno
t
36
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
Fora
llth
atha
sbe
enw
ritte
nab
outg
ettin
ga
job
ina
diff
icul
teco
nom
y,an
dfo
rall
ofth
ead
vice
that
you
have
prob
ably
rece
ived
from
frie
nds
and
fam
ily,n
otm
uch
issa
idab
outd
ealin
gw
ithth
eot
hers
ide
ofco
in–
abou
tnot
gett
ing
the
job.
Alth
ough
reje
ctio
nha
ppen
sso
ofte
nin
the
crow
ded
job
mar
ket,
ther
eis
still
ast
rang
eki
ndof
deni
alab
outi
t.It
ison
eof
thos
eug
lyre
aliti
esth
aton
lyse
emap
proa
chab
leth
roug
hst
atis
tics
and
ratio
sth
atco
mpa
reap
plic
ants
toop
enin
gs.
Post
-gra
duat
epl
acem
entp
rogr
amm
es,f
orex
ampl
e,te
ndto
focu
son
the
posi
tive.
They
wan
tyou
toho
pefo
rthe
best
and
mak
eth
eir
grad
uate
sbe
lieve
inth
eirc
hanc
es,s
oth
eym
ayno
tspe
ndtim
eta
lkin
gab
outw
orst
-cas
esc
enar
ios
orho
wto
deal
with
bad
new
s.Bu
tyou
shou
ldta
kea
mom
entt
oth
ink
abou
trej
ectio
n.H
oww
illyo
ure
spon
dif
you
dono
tget
the
job?
How
you
hand
leth
atsc
enar
ioca
nbe
asim
port
anta
sw
haty
ousa
yor
dodu
ring
anin
terv
iew
.
Som
efo
rms
ofre
ject
ion
are
less
pain
fult
han
othe
rs.I
fyou
appl
ied
fora
posi
tion
and
neve
rmad
eit
toth
ein
terv
iew
stag
e,re
ceiv
ing
are
ject
ion
lett
erin
the
post
may
bedi
sapp
oint
ing,
buti
tisn
'tus
ually
deva
stat
ing.
Afte
rall,
the
recr
uite
rnev
ersa
wyo
ufa
ceto
face
.The
ydo
n'tk
now
wha
tyo
uar
elik
eor
how
you
cond
ucty
ours
elfi
na
prof
essi
onal
conv
ersa
tion.
They
have
nots
een
you
wor
kor
hear
dyo
usp
eak
pass
iona
tely
abou
tyo
urac
hiev
emen
ts.
Insh
ort,
they
have
notr
ejec
ted
you
pers
onal
lyan
d,co
nver
sely
,you
have
noth
adth
ech
ance
tosi
zeth
emup
and
geta
sens
eof
how
you
wou
ldfit
inw
ithth
ede
part
men
tand
the
orga
nisa
tion
asa
who
le.I
na
sens
e,it
has
allb
een
apa
pert
rans
actio
n.
Allt
here
crui
terk
now
sof
you
isw
hat's
onyo
urco
verl
ette
rand
CV,s
o,if
you
wan
tto
thin
kab
outt
his
cons
truc
tivel
y,yo
urat
tent
ion
shou
ldbe
AFT
ERTH
EIN
TER
VIE
W•
12
3
12
2
CH
APT
ER9
AFT
ERTH
EIN
TERV
IEW
LEA
RNIN
GFR
OM
REJE
CTIO
NYo
uw
ere
conv
ince
dth
atth
isw
asgo
ing
tobe
it.Yo
uha
dbe
enlo
okin
gar
ound
fora
whi
le,b
utno
jobs
seem
edto
bead
vert
ised
that
suite
dyo
urun
ique
mix
ofsk
ills
and
abili
ties.
Whe
nyo
usa
wyo
urdr
eam
job
adve
rtis
edat
last
,you
real
lyfe
ltlik
eth
isw
asit.
Soaf
tert
oilin
gaw
ayon
your
cove
ring
lett
eran
dCV
and
tailo
ring
the
info
rmat
ion
tofit
wha
tthe
recr
uite
rsee
med
tobe
look
ing
for,
you
sent
inyo
urap
plic
atio
nin
and,
sure
enou
gh,y
ouw
ere
calle
dfo
rafir
st-r
ound
inte
rvie
w.
And
you
coul
dte
llth
atth
ein
terv
iew
ers
real
lylik
edyo
u.So
,you
wer
eno
tsur
pris
edw
hen
they
calle
dyo
uba
ckfo
rase
cond
-sta
gein
terv
iew
.Yo
uw
ere
read
yfo
rit.
Itw
aski
smet
afte
rall.
Then
they
aske
dyo
uto
have
ato
urof
the
com
pany
.You
knew
that
you
wer
ea
final
ist,
and
you
wer
est
artin
gto
thin
kab
outs
alar
yqu
estio
ns,b
enef
its,a
ndth
elik
e.Yo
uev
enst
arte
dlo
okin
gat
new
cars
,thi
nkin
gab
outh
owyo
uco
uld
geto
neth
atw
asle
ssth
an10
year
sol
dat
last
.
And
then
the
phon
eca
llca
me.
‘I'm
sorr
yto
have
tote
llyo
uth
is,’t
hevo
ice
bega
n.So
mew
here
beyo
ndyo
urdi
sapp
oint
men
t,yo
ukn
ewyo
uha
dto
finis
hth
eco
nver
satio
n,bu
twha
twer
eyo
ugo
ing
tosa
yan
dho
ww
ere
you
goin
gto
hand
leit?
This
alls
ound
sa
little
dram
atic
Isup
pose
,but
,for
thos
eof
you
who
have
alre
ady
been
outi
nth
ejo
bm
arke
t,I'm
sure
som
eof
ital
soso
unds
fam
iliar
.And
itso
onw
illbe
fort
hose
ofyo
uab
outt
ogo
outi
nto
the
mar
ket.
Giv
enth
enu
mbe
rofp
eopl
ew
hoap
ply
fora
llpo
sitio
nsth
ese
days
,the
fact
isth
atth
eod
dsar
eth
atyo
uco
uld
wel
lfac
eso
me
kind
ofre
ject
ion
befo
reyo
ufin
ally
land
the
job
that
you
wan
t.
bea
grea
tadv
ertis
emen
tto
som
eone
who
islo
okin
gfo
raco
lleag
uew
hois
goin
gto
fitin
.Onc
eyo
u’ve
gott
hejo
bth
ere
will
bepl
enty
oftim
eto
asse
ssth
e‘re
al’d
ress
code
ofth
eor
gani
satio
n.
Now
wha
tis
itth
atyo
um
ustw
ear?
Colo
urs
that
are
suita
ble
are
the
trad
ition
albl
uean
dgr
ey.B
lack
san
dda
rkbr
owns
are
fine
asw
ell,
but
are
less
cons
erva
tive
than
blue
and
grey
.
Wha
teve
rthe
role
is,re
mem
bero
rgan
isat
ions
dow
antd
isci
plin
ed,
prof
essi
onal
,res
pons
ible
peop
lein
thei
rjob
san
dit
isbe
stth
atyo
ure
flect
that
inyo
urat
tire
and
attit
ude.
Whi
tesh
irts,
plai
n,st
riped
orsm
allp
atte
rned
tiean
dja
cket
arederigueur
forg
uys,
whi
lefo
rlad
ies,
it’s
best
tost
ick
toa
busi
ness
suit
ifyo
uca
nor
alte
rnat
ivel
ya
dem
ure
jack
et/s
kirt
/tro
user
sco
mbi
natio
nw
ork
best
.
Inal
lcas
es,n
ever
wea
rbra
ndne
wcl
othe
s.Yo
udo
n’tw
antt
obe
sitt
ing
dow
nto
the
emba
rras
sing
soun
dof
ato
o-tig
htse
amon
your
trou
sers
part
ing
com
pany
orbe
near
tote
ars
beca
use
thos
ene
wsh
oes
real
lyar
ea
tight
fit!
Ikno
w,I
know
,its
ound
slik
ead
vice
from
two
cent
urie
sag
o,bu
tbel
ieve
me,
mos
tint
ervi
ewer
sar
eco
nser
vativ
ein
outlo
okan
ddo
actu
ally
belie
veth
isst
uff.
Asth
eyar
eth
eon
esw
ithal
lthe
pow
eran
dyo
uar
epl
ayin
gin
thei
rbac
kga
rden
,you
need
toad
aptY
OUto
fitth
em,n
otth
eot
herw
ayar
ound
.
Ifyo
uar
est
illun
sure
,itd
oes
mak
ese
nse
toca
llan
das
kbe
fore
hand
wha
tthe
dres
sco
deis
and
then
dres
sap
prop
riate
ly.
You
are
tryi
ngto
mak
eth
ein
terv
iew
asm
emor
able
forg
ood
reas
ons
asyo
uca
n,so
toth
aten
d:�
Dono
teat
garli
cfo
r48
hour
sbe
fore
the
inte
rvie
w.
�Do
nots
mok
efo
ran
hour
befo
reha
nd.I
fyou
do,m
ake
sure
you
are
able
tow
ash
your
hand
san
dfr
eshe
nyo
urbr
eath
befo
reyo
ugo
in.
�Do
note
ver,
ever
,EVE
Rch
ewgu
m!
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
37
WH
AT
SHO
ULD
ITA
KE
WIT
HM
E?Th
ean
swer
toth
isw
illde
pend
onth
ero
lean
dpe
rhap
sw
heth
eror
not
you
will
bere
quire
dto
doa
pres
enta
tion.
Iwill
cove
rpre
sent
atio
nsin
the
next
sect
ion.
Itis
ago
odid
eato
take
aco
pyof
your
CVw
ithyo
ufo
ryou
row
nre
fere
nce.
Ihav
ese
enm
any
cand
idat
esfu
mbl
ean
dsp
lutt
erw
hen
aske
dto
talk
thro
ugh
the
CVsim
ply
thro
ugh
the
pres
sure
ofth
eoc
casio
n.U
nfor
tuna
tely,
aca
ndid
ate
who
simpl
yw
affle
sor
prev
aric
ates
atth
istim
eof
ten
com
esac
ross
as‘sh
ifty’
orsu
spec
t.By
havi
nga
copy
toha
nd,y
ouca
ngl
ance
atit
and
you
will
besu
rpris
edju
stho
wef
fect
ive
apr
ompt
ape
riphe
ralg
limps
eof
apa
stem
ploy
er’s
nam
eor
anol
djo
btit
leis!
Doyo
uha
vean
y,ea
sy-t
o-re
addo
cum
enta
tion
that
back
sup
your
clai
ms
ofsu
cces
sin
the
past
?Fo
rexa
mpl
e,yo
um
ayw
ish
tota
keco
pies
ofan
nual
appr
aisa
lsw
hich
show
you
ina
good
light
.As
thes
ete
ndto
bele
ngth
ydo
cum
ents
,hig
hlig
htth
ena
rrat
ive
com
men
tsof
your
line
and
func
tiona
lman
ager
fort
hein
terv
iew
er.I
ftim
eal
low
sth
eyw
illre
adth
ese,
asth
eyar
em
uch
mor
ein
sigh
tful
than
form
alre
fere
nces
asm
any
empl
oyer
sth
ese
days
only
supp
lyba
sic,
fact
uali
nfor
mat
ion
onan
empl
oyee
’stim
ew
ithth
emfo
rfea
rofl
itiga
tion.
Ifyo
uca
n,ta
keha
rd-c
opy
exam
ples
ofw
ork
that
you
have
done
–pa
rtic
ular
lyif
itis
new
orin
nova
tive.
Do
not,
unde
ran
yci
rcum
stan
ces,
plag
iaris
ean
yone
else
’sw
ork!
Also
have
cons
ider
atio
nfo
rco
pyrig
htis
sues
and
dono
tta
keco
ntro
lled
docu
men
tsw
ithyo
uw
ithou
tthe
appr
opria
tepe
rmis
sion
s.
Agai
n,tim
eis
the
likel
yde
cidi
ngfa
ctor
forw
heth
eror
nott
hein
terv
iew
ers
will
look
atth
ese.
Ofte
n,it
may
even
beth
ein
terv
iew
ers’
curio
sity
that
prom
pts
them
toas
kw
hati
tis
you
have
brou
ghtw
ithyo
u.It
isa
good
idea
topl
ace
anyt
hing
you
have
brou
ghtt
oth
ein
terv
iew
inpl
ain
sigh
tand
toon
esi
deof
the
desk
orta
ble
you
are
sitt
ing
at.I
fthe
38
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
You
say
that
you
are
ther
evi
aan
agen
cy.T
hati
sal
way
sgo
odfr
omth
eca
ndid
ate'
spo
into
fvie
w,b
ecau
seif
you
doen
teri
nto
ane
gotia
tion
with
your
pote
ntia
lem
ploy
er,i
twill
bele
ssaw
kwar
das
you
have
the
agen
tas
abu
ffer
.
My
advi
ceis
tobe
conc
erne
dst
rictly
with
the
role
and
whe
ther
itis
right
fory
ou–
rem
embe
r,an
inte
rvie
wis
asm
uch
abou
tsee
ing
ifth
ero
leis
wha
tYOU
wan
tas
itis
tose
eif
you
are
wha
tTH
EYw
ant!
Ifth
ejo
bis
right
fory
ou,t
hen
disp
lay
som
epa
ssio
nat
the
seco
ndin
terv
iew
.Lea
veth
emw
ithth
eim
pres
sion
that
you
are
dead
keen
with
outb
eing
cree
pyan
dco
min
gov
eras
desp
erat
e!
Once
you
gett
heof
ferv
iath
eag
ent,
then
your
curio
sity
will
besa
tisfie
dan
dyo
uca
nth
enth
ink
abou
twhe
ther
orno
titm
eets
your
expe
ctat
ions
!
Than
kyo
ufo
rbuy
ing
my
book
and
the
very
best
oflu
ckw
ithyo
urin
terv
iew
!
Kind
rega
rds
Char
lieG
ibbs
QU
ESTI
ON
SA
SK
EDB
YR
EAD
ERS
•1
21
Dear
Char
lie,
Ihav
ere
adyo
urbo
okon
answ
erin
gha
rdin
terv
iew
ques
tions
,how
ever
Iw
ould
like
toas
ka
ques
tion
whi
chre
late
ssp
ecifi
cally
tosa
lary
.
Ihav
ea
seco
ndin
terv
iew
fora
nau
ditm
anag
erpo
sitio
nw
itha
mul
tinat
iona
lorg
anis
atio
nne
xtw
eek.
The
first
inte
rvie
ww
entr
eally
wel
land
the
seco
ndst
age
com
pris
esps
ycho
met
ricte
sts
and
aco
mpe
tenc
yba
sed
inte
rvie
ww
here
Iwill
beas
ked
tode
scrib
em
yac
tions
indi
ffer
entb
usin
ess
situ
atio
ns.O
nce
this
isco
mpl
ete
and
it’s
my
chan
ceto
ask
ques
tions
,sho
uld
Iapp
roac
hth
esa
lary
and
bene
fits
situ
atio
n,or
say
noth
ing
and
assu
me
they
will
goin
tode
tail
with
the
recr
uitm
entc
onsu
ltant
ifIa
msu
cces
sful
?Th
eyha
veal
read
yex
plai
ned
the
bene
fits
inge
nera
lwith
him
befo
reth
efir
stin
terv
iew
,but
wer
ere
luct
antt
ogo
into
sala
ryde
tail
atth
atst
age.
IfIa
ppro
ach
the
subj
ecti
tmig
htlo
okto
opr
esum
ptuo
us,b
utif
Isay
noth
ing
itco
uld
look
asth
ough
I'mno
tint
eres
ted?
Plea
sead
vise
,
Andy
Andr
ew
Than
kyo
ufo
ryou
rque
stio
n.
This
has
alw
ays
seem
eda
bito
fadi
lem
ma!
DoIs
ayno
thin
gan
dap
pear
lass
aiz
faire
?Do
Iask
fors
omet
hing
and
appe
argr
eedy
?
The
posi
tion
you
desc
ribe
seem
sto
befa
irly
seni
or,s
oth
eyw
illex
pect
you
toac
twith
the
utm
ostp
rofe
ssio
nalis
m.
You
mus
task
your
self
wha
twou
ldbe
gain
edby
aski
ngw
hatt
hepa
ckag
eis
atth
e2n
din
terv
iew
.I'm
gues
sing
the
real
ityis
that
it’s
just
natu
ral
curio
sity
!Ift
hey
told
you
then
,and
itdi
dn't
mat
chyo
urex
pect
atio
ns,
your
face
may
give
this
away
and
itm
aysu
bcon
scio
usly
regi
ster
nega
tivel
yin
thei
rmin
ds.
12
0•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
inte
rvie
wer
sha
vese
tthe
room
upin
am
ore
casu
alm
anne
r,e.
g.w
ithth
eirc
hairs
at45
degr
ees
toyo
u,th
enpl
ace
itat
your
feet
onth
esi
deth
atfa
ces
them
.Ifp
ossi
ble
utili
secl
ear-
cove
red
fold
ers
rath
erth
anha
veth
emw
ithin
apo
shle
athe
rfol
io.
Itis
ago
odid
eato
take
ano
tepa
dan
dpe
nw
ithyo
uto
o.At
the
outs
etof
the
inte
rvie
was
kif
itis
allr
ight
fory
outo
take
note
sdu
ring
the
empl
oyer
’sin
puta
syo
um
ayw
ishto
ask
ques
tions
base
don
wha
tthe
ysa
y.
OU
TSID
ETH
ED
RAG
ON
’SD
ENW
hen
you
are
show
nto
the
wai
ting
area
,be
polit
ean
dth
ank
your
guid
e.On
ceth
ere,
use
your
eyes
and
ears
.Tan
noy
anno
unce
men
tsm
ayju
stgi
veyo
uso
me
snip
peto
finf
orm
atio
nth
atyo
udi
dno
tkno
w.L
ook
atth
ew
alls
.Are
ther
eco
pies
ofth
eM
issi
onSt
atem
ent?
Are
ther
eco
pies
ofQu
ality
Assu
ranc
eaw
ards
?Ar
eth
ere
pict
ures
ofpa
stsu
cces
ses?
Ther
ew
illm
ostl
ikel
ybe
trad
em
agaz
ines
ona
tabl
efo
rgue
sts
tope
ruse
.If
you
are
ther
ein
good
time
you
will
have
the
oppo
rtun
ityto
scan
thes
ese
arch
ing
fora
nysp
ecifi
cre
fere
nces
toth
eor
gani
satio
nan
dal
soan
yot
hers
nipp
ets
whi
chm
aybe
ofus
eto
you
once
your
insi
de.A
llof
thes
eso
urce
sca
nyi
eld
little
bits
ofda
tath
atca
nen
hanc
eyo
urkn
owle
dge
ofth
eor
gani
satio
nan
dm
ayin
form
your
conv
ersa
tion
once
you
are
insi
de.
Situ
pst
raig
hton
the
seat
spr
ovid
ed.I
know
,I’m
bein
gyo
urm
umag
ain!
The
reas
onal
lthi
sso
unds
sofa
mili
aris
beca
use
itis
aun
iver
salt
ruth
.W
hen
you
are
colle
cted
togo
in,i
fyou
are
spra
wle
dal
love
rthe
irpl
ush
leat
herc
ouch
esth
enth
eve
ryfir
stim
age
ofyo
u(a
ndth
ere
are
vary
ing
repo
rts
ofpe
ople
mak
ing
thei
rmin
dup
abou
tsom
eone
with
inth
efir
st10
,20,
30se
cond
s)w
illno
tbe
aco
mpl
imen
tary
one.
Thin
kof
the
inte
rvie
wpr
oces
sas
havi
ngst
arte
dth
em
inut
eyo
uen
tert
hebu
ildin
g.Be
polit
eto
ever
ym
embe
rofs
taff
who
myo
uen
coun
ter.
Your
big
chan
cest
arts
here
!
PR
EPA
RIN
GFO
RTH
EIN
TER
VIE
W•
39
CH
APT
ER3
LEG
ISLA
TIO
NTH
AT
EMPL
OYE
RSN
EED
TOCO
MPL
YW
ITH
Whi
leit
isno
tthe
purp
ose
ofth
iste
xtto
bea
refe
renc
ebo
okon
empl
oym
entl
aw,I
have
incl
uded
this
chap
tert
om
ake
you
awar
eof
the
legi
slat
ive
aspe
ctof
recr
uitm
ent.
Empl
oyer
sha
veto
ensu
reth
eyco
mpl
yw
ithth
eva
ryin
gpi
eces
ofla
wan
dre
gula
tions
orsu
ffer
noto
nly
puni
tive
fines
buta
lso
imm
easu
rabl
eda
mag
eto
thei
rrep
utat
ion
asan
empl
oyer
.Di
scrim
inat
ion
clai
ms
ofal
ltyp
esar
ehe
ard
inth
eem
ploy
men
ttrib
unal
sin
Scot
land
,Eng
land
and
Wal
es.
Empl
oyer
sm
ayal
sobe
liabl
eto
mak
eco
mpe
nsat
ory
awar
dsto
thos
ew
hom
they
have
wro
nged
.If
you
have
aba
sic
awar
enes
sof
wha
tan
empl
oyer
can
and
cann
otdo
inth
ein
terv
iew
situ
atio
n,th
enyo
uar
em
ore
likel
yto
know
whe
ther
orno
tyou
have
the
right
tose
ekre
med
yat
trib
unal
.
Atth
een
dof
the
chap
ter,
Iwill
brie
flydi
scus
sem
ploy
men
ttrib
unal
ssh
ould
you
deci
deto
mak
ea
clai
mif
you
belie
veyo
uha
vebe
enun
law
fully
disc
rimin
ated
agai
nstw
hen
you
have
appl
ied
fora
job
and
faile
dto
beap
poin
ted.Note:
This
legi
slat
ion
appl
ies
inth
eU
nite
dKi
ngdo
mon
ly.
LEG
ISLA
TIO
NA
FFEC
TIN
GRE
CRU
ITM
ENT
Empl
oyer
sha
vea
lega
lres
pons
ibili
tyto
ensu
reno
unla
wfu
ldi
scrim
inat
ion
occu
rsin
the
recr
uitm
enta
ndse
lect
ion
proc
ess
onth
egr
ound
sof
sex,
race
,dis
abili
ty,a
ge,s
exua
lorie
ntat
ion
and
relig
ion
orbe
lief.
The
follo
win
gac
tsse
tout
the
lega
lreq
uire
men
tsan
dar
eas
they
cann
otdi
scrim
inat
ein
and
are
furt
herd
iscu
ssed
belo
w:
40
area
.Ion
the
othe
rhan
d,ha
veve
rylit
tlefa
mili
arity
with
the
proj
ect,
and
very
little
expe
rtis
e.
Coul
dyo
upl
ease
give
me
som
ead
vice
onho
wIs
houl
dpr
epar
em
yan
swer
toa
ques
tion
onho
wIw
ould
appr
oach
the
abov
esi
tuat
ion,
ifI
was
succ
essf
ul?
Than
ksin
adva
nce.
Gar
ry
Wel
lGar
y,w
haty
ouha
veto
dois
mak
eyo
urse
lfdi
ffer
entf
rom
your
com
petit
ors
–al
lofw
hom
are
inth
esa
me
boat
asyo
u!
Can
you
rese
arch
wha
tthe
job
will
enta
il?Is
ther
ea
job
desc
riptio
nfo
rth
ispo
st?
Ifso
,you
will
have
tode
mon
stra
tew
hata
ttrib
utes
you
have
that
mat
chth
ejo
bde
scrip
tion.
You
mus
tget
spea
king
tope
ople
who
are
curr
ently
wor
king
onth
epr
ojec
tas
soon
aspo
ssib
lebe
fore
your
inte
rvie
w.G
etth
ego
od,t
heba
dan
dth
eug
lyfr
omth
em.T
his
will
info
rmyo
urap
proa
chat
inte
rvie
w.
You
need
toim
pres
son
your
inte
rvie
wer
sho
wyo
uca
npi
ckth
ings
upqu
ickl
y;ho
wyo
uar
ead
apta
ble
and
have
atte
ntio
nto
deta
il;fo
rex
ampl
e:yo
uha
vesp
elle
d‘e
xper
ienc
e’tw
ice
inyo
urem
ailt
om
e‘e
-x-p
-e-r
-i-A
-n-c
-e’a
ndth
ere
are
som
eot
hers
pelli
ngm
ista
kes.
Mak
esu
reyo
ual
way
sus
eth
esp
ell-
chec
kfa
cilit
y.
Goo
dlu
ck
Char
lie
QU
ESTI
ON
SA
SK
EDB
YR
EAD
ERS
•1
19
Akba
rTh
anks
fory
ourc
omm
ents
.
Ican
nots
ayw
hatw
ould
beno
rmal
fory
ourm
etho
dsof
rese
arch
for
your
part
icul
arfie
ld.H
owev
er,a
sw
ella
slis
ting
wha
twou
ldbe
obvi
ous
tom
osti
nyo
urga
me,
thin
kab
out'
offt
hew
all'
met
hods
,for
exam
ple
inth
eH
Rga
me,
HR
man
ager
sar
ere
sear
chin
gca
ndid
ates
onFa
cebo
okan
dM
ySpa
ce.S
oth
ink
abou
tunu
sual
way
sof
findi
ngou
tabo
utyo
ursu
bjec
t.M
ake
sure
that
you
inco
rpor
ate
any
failu
res
you
had
onth
ew
ay;h
owyo
ufe
ltab
outt
hew
hole
thin
g;in
clud
epe
rhap
sas
king
am
ento
rort
rust
edco
lleag
ue.
Hop
eth
ishe
lps
Char
lie
Exce
llent
.Tha
twas
gold
dust
.Ple
ase
cont
inue
with
your
writ
ing
and
Ilo
okfo
rwar
dto
ane
wed
ition
ofyo
urbo
ok.I
foun
dit
toth
epo
int,
upto
date
and
lack
ing
jarg
on(m
osti
mpo
rtan
tly!).
Than
ksfo
rthe
repl
y.Ak
bar
Dear
MrG
ibbs
,Ir
ecen
tlypu
rcha
sed
your
book
'How
toan
swer
hard
inte
rvie
wqu
estio
ns',
and
have
foun
dth
ebo
okve
ryus
eful
sofa
r.
Rega
rdin
gyo
urof
fert
ogi
veso
me
inpu
tint
oa
pote
ntia
lque
stio
nth
atis
notc
over
edin
the
book
,cou
ldyo
ugi
vem
eso
me
insi
ghti
nto
answ
erin
ga
ques
tion
rela
ting
toth
ebe
low
scen
ario
:
The
posi
tion
Iam
appl
ying
forw
illbe
asa
join
tpro
ject
man
ager
.The
othe
rpro
ject
man
ager
isin
anot
hero
rgan
isat
ion,
has
been
wor
king
onth
epr
ojec
tfor
quite
aw
hile
,and
has
expe
rtis
ein
the
gene
ralp
roje
ct
11
8•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
�Re
habi
litat
ion
ofOf
fend
ers
Act1
974
�Se
xual
Disc
rimin
atio
nAc
t197
5�
Race
Rela
tions
Act1
976
�Tr
ade
Uni
onan
dLa
bour
Rela
tions
(Con
solid
atio
n)Ac
t199
2�
Disa
bilit
yDi
scrim
inat
ion
Act1
995
�As
ylum
and
Imm
igra
tion
Act1
996
�Po
lice
Act1
997
�Da
taPr
otec
tion
Act1
998
�Em
ploy
men
tEqu
ality
Regu
latio
ns20
03.
REH
ABI
LITA
TIO
NO
FO
FFEN
DER
SA
CT19
74Th
isac
tdea
lsw
ithsp
entc
rimin
alco
nvic
tions
.
SEX
DIS
CRIM
INA
TIO
NA
CT19
75Th
isAc
tis
conc
erne
dw
ithdi
scrim
inat
ion
onth
egr
ound
sof
sex,
gend
erre
assi
gnm
ento
rmar
itals
tatu
s,ei
ther
dire
ctly
orin
dire
ctly
,and
cove
rsa
broa
dra
nge
ofw
orke
rsin
clud
ing
cont
ract
wor
kers
.Ita
pplie
sre
gard
less
ofle
ngth
ofse
rvic
ein
empl
oym
ento
rthe
num
bers
ofho
urs
wor
ked.
Ital
low
syo
uto
take
aca
seto
anem
ploy
men
ttrib
unal
.Ify
ourc
ase
issu
cces
sful
,you
will
rece
ive
com
pens
atio
nfo
rany
finan
cial
loss
you
have
suff
ered
;an
awar
dfo
rinj
ury
tofe
elin
gsca
nal
sobe
mad
e.
The
type
sof
unla
wfu
ldis
crim
inat
ion
unde
rthe
Sex
Disc
rimin
atio
nAc
tare
:
�Di
rect
sex
disc
rimin
atio
nis
less
favo
urab
letr
eatm
ento
faw
oman
than
am
an(o
rvic
eve
rsa)
beca
use
ofhe
rsex
.For
exam
ple
refu
sing
toco
nsid
erw
omen
fora
mec
hani
c’sjo
bbe
caus
eof
hers
ex,o
rfor
refu
sing
toco
nsid
era
man
fora
nurs
ery
nurs
e’s
job.
�Di
rect
mar
riage
disc
rimin
atio
nis
less
favo
urab
letr
eatm
ento
fam
arrie
dpe
rson
com
pare
dto
asi
ngle
pers
onof
the
sam
ese
x.Fo
rex
ampl
eha
ving
apo
licy
ofno
tem
ploy
ing
mar
ried
wom
en.
LEG
ISLA
TIO
NTH
AT
EMP
LOY
ERS
NEE
DTO
CO
MP
LYW
ITH
•4
1
�In
dire
ctse
xdi
scrim
inat
ion
occu
rsw
hen
anem
ploy
erap
plie
sa
prov
isio
n,cr
iterio
nor
prac
tice
equa
llyto
both
wom
enan
dm
enbu
tw
hich
puts
orw
ould
putw
omen
ata
part
icul
ardi
sadv
anta
gew
hen
com
pare
dto
men
(orv
ice
vers
a)an
dw
hich
the
empl
oyer
cann
otsh
owto
bea
prop
ortio
nate
mea
nsof
achi
evin
ga
legi
timat
eai
m.A
nex
ampl
eof
this
mig
htbe
whe
rean
empl
oyer
appl
ies
apr
ovis
ion
that
allj
obap
plic
ants
mus
thav
ebe
enpr
evio
usly
empl
oyed
byth
eAr
med
Forc
es;a
sw
omen
have
nott
radi
tiona
llyw
orke
din
the
Arm
edFo
rces
inth
esa
me
num
bers
asm
en,f
ewer
wom
enth
anm
enw
ould
beel
igib
leto
appl
yan
dso
wom
enw
ould
bepu
tata
disa
dvan
tage
.�
Indi
rect
mar
riage
disc
rimin
atio
noc
curs
whe
nan
empl
oyer
appl
ies
apr
ovis
ion,
crite
rion
orpr
actic
eeq
ually
tobo
thm
arrie
dw
omen
and
sing
lew
omen
(orm
arrie
dm
enan
dsi
ngle
men
)but
whi
chpu
tsor
wou
ldpu
tmar
ried
pers
ons
ata
part
icul
ardi
sadv
anta
gew
hen
com
pare
dto
sing
lepe
rson
sof
the
sam
ese
xan
dw
hich
the
empl
oyer
cann
otsh
owto
bea
prop
ortio
nate
mea
nsof
achi
evin
ga
legi
timat
eai
m.A
nex
ampl
eof
this
mig
htbe
apr
ovis
ion
that
appl
ican
tsfo
rpr
omot
ion
mus
tbe
prep
ared
tore
loca
teto
adi
ffer
entp
arto
fthe
coun
try.
Asfe
wer
mar
ried
wom
enth
ansi
ngle
wom
enar
em
obile
(and
also
,arg
uabl
y,fe
wer
mar
ried
men
than
sing
lem
en),
this
may
beun
law
fuli
ndire
ctm
arria
gedi
scrim
inat
ion,
unle
ssth
eem
ploy
erco
uld
show
that
mob
ility
was
ava
lidan
dne
cess
ary
func
tion
ofth
ejo
ban
dw
asth
usa
prop
ortio
nate
mea
nsof
achi
evin
ga
legi
timat
eai
m.
Beaw
are
how
ever
,tha
tin
cert
ain
limite
dci
rcum
stan
ces
itis
law
fult
odi
scrim
inat
ein
recr
uitm
ent,
trai
ning
,pro
mot
ion
and
tran
sfer
ina
job
for
whi
chth
ese
xof
the
wor
keri
sa
genu
ine
occu
patio
nalq
ualif
icat
ion
(GOQ
).Th
eSD
Aal
low
san
empl
oyer
tore
stric
tapp
licat
ions
fora
vaca
ncy
tow
omen
(orm
en)i
fthe
esse
ntia
lnat
ure
ofth
ejo
b,or
part
icul
ardu
ties
atta
ched
toth
ejo
b,ca
llsfo
raw
oman
(ora
man
).
GOQ
sca
non
lybe
clai
med
inre
latio
nto
:
42
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
11
7
CH
APT
ER8
QU
ESTI
ON
SA
SKED
BYRE
AD
ERS
The
follo
win
gth
ree
ques
tions
are
actu
alqu
estio
nsIr
ecei
ved
from
read
ers
ofth
efir
sted
ition
ofth
isbo
okw
hoto
okad
vant
age
ofth
e‘A
skth
eau
thor
’off
er.I
have
repr
oduc
edth
embe
low
verb
atim
,alo
ngw
ithth
ean
swer
sIg
ave
them
.
Dear
Char
lie,
Ifou
ndyo
urbo
okre
ally
good
tore
adan
dit
help
edm
ew
ithm
yin
terv
iew
s,th
ere
ison
equ
estio
nth
ough
that
I’mno
tsur
eis
cove
red
and
Iwas
won
derin
gif
you
coul
dhe
lpm
ew
ithit.
Can
you
plea
sehe
lpm
ean
swer
it,Ic
ome
from
afin
ance
and
proj
ectb
ackg
roun
d.
Rega
rds,
Akba
r
SEA
RCH
ING
FOR
INFO
RMA
TIO
N
Desc
ribe
ati
me
whe
nyo
uha
dto
over
com
ech
alle
nges
inor
der
toob
tain
the
info
rmat
ion
need
edto
com
plet
ea
proj
ect?
�H
owdi
dyo
ude
cide
how
muc
hin
form
atio
nw
asne
eded
?�
Wha
tst
eps
did
you
take
toov
erco
me
the
chal
leng
es?
�W
hat
sour
ces
ofin
form
atio
ndi
dyo
uus
e?
Q
ofth
etr
ends
and
thre
ats
toth
eiro
pera
tion.
You
will
,in
shor
t,be
ago
odpe
rson
fort
hem
toch
oose
tode
liver
apr
esen
tatio
non
thei
rcom
pany
,so
in-d
epth
will
your
know
ledg
eof
them
be!N
owis
the
time
fory
outo
ask
them
ques
tions
that
noto
nly
elic
itan
swer
sfr
omth
emth
atas
sist
you
inm
akin
gyo
urde
cisi
onab
outw
heth
eror
noty
ouw
antt
ow
ork
for
them
,but
also
dem
onst
rate
your
unde
rsta
ndin
gof
your
rese
arch
and
also
wha
twas
said
toyo
udu
ring
the
initi
alin
terv
iew
.Thi
sis
the
time
toal
soge
tafla
vour
ofw
hati
tis
actu
ally
like
tobe
anem
ploy
eeof
Com
pany
XYZ.
Som
eex
ampl
es:
You
men
tion
edw
hen
we
firs
tm
etth
atth
eco
mpa
nyw
asex
pand
ing
into
East
ern
Euro
pe.
Wha
tdo
esth
ism
ean
for
the
UKop
erat
ion?
Atou
rfi
rst
mee
ting
you
said
that
ther
ew
ere
nopl
ans
tofu
rthe
rm
echa
nise
your
oper
atio
n.Gi
ven
that
mos
tEu
rope
anfi
rms
cann
otco
mpe
tew
ith
Far
East
ern
man
ufac
ture
rson
pric
ebe
caus
eth
eir
labo
urco
sts
are
solo
w,c
anth
isla
ckof
mec
hani
sati
onbe
alo
ng-t
erm
stra
tegy
,or
isit
subj
ect
toch
ange
?
Wha
tis
your
empl
oyee
turn
over
leve
l?
Wha
tw
ere
the
head
line
resu
lts
ofyo
urla
stem
ploy
eesa
tisf
acti
onsu
rvey
?
Why
dope
ople
like
wor
king
here
?
How
wou
ldyo
ude
scrib
eth
eat
mos
pher
ean
dcu
ltur
ew
ithi
nth
isor
gani
sati
on?
QQQQQQ11
6•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
�ph
ysio
logy
(exc
ludi
ngph
ysic
alst
reng
than
dst
amin
a)–
fore
xam
ple,
afe
mal
em
odel
forw
omen
'scl
othe
s;�
priv
acy
and
dece
ncy
–fo
rexa
mpl
e,a
mal
eca
reas
sist
antw
hose
job
invo
lves
help
ing
men
dres
sor
use
the
toile
t;�
cert
ain
wor
kin
priv
ate
hom
es–
fore
xam
ple,
aliv
e-in
care
r;�
sing
le-s
exac
com
mod
atio
n–
fore
xam
ple,
wor
king
onbo
ard
asu
bmar
ine;
�si
ngle
-sex
esta
blis
hmen
ts–
can
only
becl
aim
edw
hen
the
jobh
olde
rha
sto
live
inth
epr
emis
espr
ovid
ed,w
hich
are
norm
ally
occu
pied
bype
rson
sof
one
sex
and
ther
eis
nose
para
tesl
eepi
ngac
com
mod
atio
nfo
rper
sons
ofth
eop
posi
tese
x;�
pers
onal
wel
fare
ored
ucat
iona
lser
vice
s–
fore
xam
ple,
afe
mal
eco
unse
llori
na
rape
cris
isce
ntre
;�
jobs
outs
ide
the
UK
ina
coun
try
who
sela
ws
orcu
stom
sar
esu
chth
atth
ejo
bca
non
lyef
fect
ivel
ybe
done
bya
man
;�
the
empl
oym
ento
fmar
ried
coup
les
–fo
rexa
mpl
e,re
side
ntia
lpos
tsof
fem
ale
war
den
and
mal
eca
reta
ker.
Anem
ploy
erca
nnot
clai
mth
ata
GOQ
appl
ies
ifth
ere
are
enou
ghot
her
mem
bers
ofst
affo
fthe
appr
opria
tese
xto
cove
rthe
dutie
sin
ques
tion.
Fore
xam
ple,
itw
ould
beun
law
fulf
oran
empl
oyer
tore
stric
tava
canc
yin
acl
othe
ssh
opto
wom
enon
the
grou
nds
that
part
ofth
edu
ties
invo
lved
assi
stin
gin
the
chan
ging
room
ifth
ere
wer
een
ough
wom
ensa
les
assi
stan
tsal
read
yem
ploy
edto
cove
rtha
tasp
ecto
fthe
job.
But
how
can
Ifin
dou
tif
Iwas
reje
cted
for
apo
stbe
caus
eof
my
sex?
Inor
dert
osu
cces
sful
lym
ake
acl
aim
ofdi
rect
sex
disc
rimin
atio
n,yo
uha
veto
show
that
you
wou
ldha
vebe
enap
poin
ted
ifno
tfor
your
sex.
You
can
doth
isby
show
ing
that
you
wer
ebe
tter
qual
ified
and
expe
rienc
edth
anth
esu
cces
sful
cand
idat
e.Yo
um
aykn
owlit
tleab
out
the
empl
oyer
and
his
recr
uitm
entp
ract
ices
;you
may
notk
now
anyt
hing
abou
tthe
succ
essf
ulca
ndid
ate.
Inth
ese
circ
umst
ance
s,it
isim
port
ant
LEG
ISLA
TIO
NTH
AT
EMP
LOY
ERS
NEE
DTO
CO
MP
LYW
ITH
•4
3
tous
eth
eSe
xDi
scrim
inat
ion
Ques
tionn
aire
(SD7
4)w
hich
can
beob
tain
edfr
omth
eEq
ualO
ppor
tuni
ties
Com
mis
sion
’sw
ebsi
teat
ww
w.e
oc.o
rg.u
k.Th
efo
rmgi
ves
you
the
oppo
rtun
ityto
ask
the
empl
oyer
part
icul
arqu
estio
nsw
hich
will
help
you
find
outm
ore
info
rmat
ion.
You
can
ask
the
empl
oyer
ques
tions
abou
tthe
succ
essf
ulca
ndid
ate,
incl
udin
gde
tails
ofth
eirs
ex,s
kills
,qua
lific
atio
nsan
dex
perie
nce.
You
can
also
ask
ford
etai
lsof
the
recr
uitm
entp
roce
ss,
incl
udin
gho
wm
any
men
and
how
man
yw
omen
appl
ied,
the
sex
ofal
lth
ose
inte
rvie
wed
,the
irqu
alifi
catio
nsan
dex
perie
nce.
This
info
rmat
ion
shou
ldhe
lpyo
ufin
dou
twhe
ther
you
have
suff
icie
ntgr
ound
sfo
rpr
ocee
ding
with
ase
xdi
scrim
inat
ion
clai
m.F
orex
ampl
e,su
ppos
eyo
uw
ere
nots
hort
liste
d,bu
tyou
find
outt
hata
llof
the
shor
tlist
edca
ndid
ates
wer
ebe
tter
qual
ified
than
you
and
that
both
men
and
wom
enw
ere
shor
tlist
ed–
this
wou
ldte
llyo
uth
atth
ere
wou
ldbe
little
poin
tin
purs
uing
aca
seof
sex
disc
rimin
atio
n.
RACE
RELA
TIO
NS
ACT
1976
The
empl
oyer
ispr
even
ted
from
trea
ting
anin
divi
dual
ina
less
favo
urab
lew
aybe
caus
eof
thei
rrac
eor
ethn
icba
ckgr
ound
.
This
can
bevi
adi
rect
disc
rimin
atio
nw
hich
isw
here
anem
ploy
erdi
scrim
inat
esdi
rect
lyag
ains
tace
rtai
ngr
oup
orin
divi
dual
beca
use
ofth
eirs
ex,r
ace,
disa
bilit
y,ag
e,se
xual
orie
ntat
ion
orre
ligio
nor
belie
f.Fo
rexa
mpl
e,an
empl
oyer
may
notw
antt
oem
ploy
wom
enw
ithin
the
wor
kpl
ace
orin
divi
dual
sfr
oma
cert
ain
race
.H
owev
er,t
hela
wdo
esno
ttak
ein
toac
coun
ttha
tthe
empl
oyer
may
have
chos
ento
disc
rimin
ate
agai
nsts
omeo
nefo
rthe
irow
npr
otec
tion
–fo
rexa
mpl
e,th
ede
cisi
onno
tto
empl
oya
blac
kpe
rson
may
have
been
topr
otec
tth
ein
divi
dual
from
raci
stco
mm
ents
.
Alte
rnat
ivel
yit
can
com
efr
omin
dire
ctdi
scrim
inat
ion
whi
chis
whe
rean
empl
oyer
disc
rimin
ates
agai
nsta
grou
por
indi
vidu
alw
ithou
tper
haps
real
isin
gth
eyha
vedo
neso
.
44
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
they
are
criti
cise
dfo
rund
erpe
rfor
min
gdu
ring
the
year
buth
ave
had
noin
dica
tion
durin
gth
atye
arth
atth
eyw
ere
faili
ng.T
ryth
isqu
estio
n:
Wha
tw
ould
outs
tand
ing
perf
orm
ance
inth
isro
lelo
oklik
e?
Once
they
have
answ
ered
this
ques
tion,
you
will
atle
astk
now
how
high
you
have
toai
mfo
r!
Wha
tar
eth
ere
port
ing
lines
wit
hin
this
orga
nisa
tion
?
Man
yor
gani
satio
nsw
illno
tdes
crib
eth
est
ruct
ure
ofth
eor
gani
satio
nei
ther
inth
ein
itial
adve
rtis
emen
tori
nth
epa
pers
they
subs
eque
ntly
send
you
prio
rto
the
inte
rvie
w.I
nm
any
case
s,an
invi
tatio
nw
illco
nsis
tof
ale
tter
deta
iling
whe
rean
dw
hen
you
have
topr
esen
tyou
rsel
fand
who
you
are
goin
gto
mee
t.Of
cour
seyo
um
ayha
veha
dth
efo
resi
ght
tore
ques
taJo
bDe
scrip
tion
befo
reth
ein
terv
iew
anyw
ay,b
utif
you
have
n’tt
hen
it’s
nott
oola
teat
the
inte
rvie
wto
gett
his
poin
tcla
rifie
dif
your
inte
rvie
wer
hasn
’tde
scrib
edth
ese
t-up
toyo
u.
FIN
AL-
STA
GE
INTE
RVIE
WAl
lyou
rhar
dw
ork
and
prep
arat
ion
fort
hefir
stin
terv
iew
has
paid
off
and
they
’ve
aske
dyo
uba
ckfo
rafin
allo
okat
you.
Itm
ayw
ellb
eth
atth
eyw
anty
outo
jum
pth
roug
hm
ore
hoop
ssu
chas
deliv
erin
ga
pres
enta
tion
orco
mpl
etin
gps
ycho
met
ricte
sts
asw
ella
sa
face
-to-
face
inte
rvie
w.I
will
leav
eit
toot
herp
ublic
atio
nsto
coun
sely
ouon
thes
eas
pect
sof
recr
uitm
ents
ohe
rew
ew
illdw
ello
nyo
urpr
oact
ive
cont
ribut
ion
toth
is‘c
onve
rsat
ion’.
Ifyo
uha
vebe
enw
ise,
you
will
have
done
furt
herr
esea
rch
into
the
com
pany
,its
busi
ness
and
the
mar
keti
tope
rate
sin
.You
will
beaw
are
QU
ESTI
ON
SYO
UC
AN
AS
KA
TYO
UR
INTE
RV
IEW
•1
15
ifth
eyca
n’tt
elly
outh
isty
peof
info
rmat
ion
with
outi
tbei
ngan
awkw
ard
mom
ent.
You
shou
ldbe
aski
ngth
isqu
estio
nto
geta
feel
wha
tthe
over
all
pros
pect
sar
efo
rthi
sco
mpa
ny.A
fter
all,
you
don’
twan
tto
join
afir
mth
atm
akes
umbr
ella
sw
hen
we
are
head
ing
fort
enye
ars
ofdr
ough
t!
Wha
tdo
esth
eco
mpa
nydo
byw
ayof
deve
lopi
ngit
sem
ploy
ees?
This
ques
tion
isth
epo
laro
ppos
iteof
the
clas
sic
ques
tion
they
mig
htas
kyo
uon
whe
reyo
use
eyo
urse
lfin
five
year
stim
e.De
pend
ing
onyo
urro
le,f
urth
erde
velo
pmen
tmay
notb
ea
mus
tfor
you.
How
ever
,be
awar
eth
atm
any
prof
essi
onal
orga
nisa
tions
requ
ireth
eirm
embe
rsto
dem
onst
rate
cont
inui
ngpr
ofes
sion
alde
velo
pmen
t(CP
D)an
da
firm
whi
chw
ould
notg
ive
you
the
oppo
rtun
ityto
doth
isw
ould
notb
ego
odfo
ryou
rlon
ger-
term
care
erpr
ospe
cts.
Itis
poss
ible
that
the
orga
nisa
tion
may
noth
ave
aro
bust
syst
emin
plac
efo
ride
ntify
ing
tale
ntw
ithin
and
deve
lopi
ngit
furt
her.
Gau
geth
eirr
espo
nse
care
fully
asth
eym
ayw
affle
ona
bita
bout
how
trai
ning
isal
way
sav
aila
ble
tofit
the
need
sof
the
com
pany
etc.
You
shou
ldbe
able
tote
llif
it’s
asi
ncer
ean
swer
orno
t.Al
tern
ativ
ely,
com
plet
ely
turn
itba
ckon
them
byas
king
:
Whe
rew
ould
you
see
ME
infi
veye
ars
tim
e?
or
Has
this
role
been
incl
uded
inan
ysu
cces
sion
plan
ning
?
One
ofth
ebi
gges
tsou
rces
ofun
ease
inem
ploy
men
tis
whe
nyo
uar
ein
apo
sitio
nof
unce
rtai
nty
abou
tyou
rper
form
ance
.Not
allp
eopl
em
anag
ers
are
good
peop
lem
anag
ers,
and
they
may
notm
ake
thei
rsu
bord
inat
esaw
are
ofth
eex
pect
atio
nsth
eyha
veof
them
.Man
ype
ople
have
told
me
that
they
rese
ntth
ean
nual
appr
aisa
lmee
ting,
espe
cial
lyif
QQQ11
4•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
TRA
DE
UN
ION
AN
DLA
BOU
RRE
LATI
ON
S(C
ON
SOLI
DA
TIO
N)
ACT
1992
This
Acta
pplie
sto
disc
rimin
atio
non
the
basi
sof
whe
ther
orno
tan
appl
ican
tis
atr
ade
unio
nm
embe
r.
DIS
ABI
LITY
DIS
CRIM
INA
TIO
NA
CT19
95Th
eDD
Apl
aces
oblig
atio
nson
empl
oyer
sno
tto
disc
rimin
ate
agai
nst
disa
bled
peop
leei
ther
indi
rect
lyor
dire
ctly
.It
also
plac
esan
addi
tiona
ldu
tyon
empl
oyer
sto
mak
e‘re
ason
able
adju
stm
ents
’to
acco
mm
odat
ea
disa
bled
pers
on’s
need
ssh
ould
they
besu
itabl
efo
rapo
sitio
nan
dw
ould
have
been
sele
cted
wer
eit
notf
orth
eird
isab
ility
.
Dire
ctdi
scrim
inat
ion
Dete
rmin
atio
nof
whe
ther
ther
eha
sbe
endi
scrim
inat
ion
unde
rthe
DDA
usua
llyin
volv
esco
mpa
ring
–as
king
'how
wou
ldth
eem
ploy
er's
trea
tmen
tofm
eha
vebe
endi
ffer
enti
fIw
asso
meb
ody
else
?'Th
e'so
meb
ody
else
'is
know
nas
aco
mpa
rato
r.It
can
bea
real
pers
onor
ahy
poth
etic
alpe
rson
.The
com
para
torc
anbe
ape
rson
with
outa
disa
bilit
y,or
ape
rson
noth
avin
gth
esa
me
disa
bilit
yas
the
disa
bled
pers
onm
akin
gth
ecl
aim
(that
is,yo
u).Y
ouw
illse
eho
wth
ism
ight
wor
kbe
low
.
Dire
ctdi
scrim
inat
ion
happ
ens
whe
nan
empl
oyer
'str
eatm
ento
fthe
disa
bled
pers
onis
beca
use
ofth
atpe
rson
'sdi
sabi
lity
and
the
empl
oyer
trea
tsth
edi
sabl
edpe
rson
less
wel
ltha
nth
eyw
ould
trea
taco
mpa
rato
r–
that
is,a
non-
disa
bled
pers
onor
ape
rson
noth
avin
gth
atpa
rtic
ular
disa
bilit
y(y
ouw
illhe
arth
isca
lled
'less
favo
urab
letr
eatm
ent')
AND
the
rele
vant
circ
umst
ance
s–
and
abili
ties
–of
the
com
para
tora
repr
etty
muc
hth
esa
me
(inw
ays
that
coun
t)as
thos
eof
the
disa
bled
pers
on.
This
part
ofth
eDD
Abe
cam
ela
win
Octo
ber2
004.
How
ever
,em
ploy
men
ttrib
unal
sha
veno
tdec
ided
man
yca
ses
abou
tthi
ski
ndof
com
parin
gas
we
have
gone
topr
ess.
LEG
ISLA
TIO
NTH
AT
EMP
LOY
ERS
NEE
DTO
CO
MP
LYW
ITH
•4
5
Failu
reto
mak
ere
ason
able
adju
stm
ents
This
happ
ens
whe
nan
empl
oyer
(orp
oten
tiale
mpl
oyer
)has
faile
dto
mak
ead
just
men
tsw
hich
are
reas
onab
leto
acco
mm
odat
eth
epe
rson
'sdi
sabi
lity
toth
eph
ysic
alw
orki
ngen
viro
nmen
t(fo
rexa
mpl
e,th
ings
such
asdo
orw
ays,
toile
ts,o
ffic
efu
rnitu
re,e
tc.)
whe
reth
isfa
ilure
plac
esa
disa
bled
pers
onat
asu
bsta
ntia
ldis
adva
ntag
ean
d/or
the
empl
oyer
'scr
iteria
orpr
actic
es(fo
rexa
mpl
e,th
eirs
elec
tion
and
inte
rvie
wpr
oced
ures
,the
term
son
whi
chem
ploy
men
tis
offe
red
and
cond
ition
sof
serv
ice)
plac
eth
edi
sabl
edpe
rson
ata
subs
tant
iald
isad
vant
age
and/
orw
here
the
empl
oyer
has
faile
dto
mak
ean
adju
stm
entw
hich
they
had
alre
ady
acce
pted
was
reas
onab
lean
dw
here
the
empl
oyer
knew
orco
uld
reas
onab
lybe
expe
cted
tokn
owth
atth
epe
rson
conc
erne
dha
da
disa
bilit
y.
Ifth
eem
ploy
erdo
esno
tmak
ere
ason
able
adju
stm
ents
then
you
may
have
acl
aim
that
unla
wfu
ldis
crim
inat
ion
has
happ
ened
.Ify
ouca
nsh
owth
atth
eem
ploy
erha
sfa
iled
tom
ake
anad
just
men
t,th
eem
ploy
erca
nnot
defe
ndth
isfa
ilure
.Exa
mpl
esof
reas
onab
lead
just
men
tsar
egi
ven
belo
w.
You
wou
ldne
edto
:
�id
entif
yw
heth
erit
isa
phys
ical
feat
ure
ofth
ebu
ildin
gw
here
you
wor
kw
hich
puts
you
ata
subs
tant
iald
isad
vant
age;
�id
entif
yw
heth
erit
isa
'pro
visi
on,c
riter
ion
orpr
actic
e'w
hich
plac
esyo
uat
adi
sadv
anta
ge;
�id
entif
yw
hatt
hesu
bsta
ntia
ldis
adva
ntag
eis
and
how
itaf
fect
syo
u;�
have
mad
eth
eem
ploy
eraw
are
that
you
are
adi
sabl
edpe
rson
and
that
you
requ
ireap
prop
riate
reas
onab
lead
just
men
ts.
The
duty
tom
ake
reas
onab
lead
just
men
tsis
owed
spec
ifica
llyto
the
indi
vidu
aldi
sabl
edpe
rson
(that
is,yo
u).I
tdoe
sno
tmat
tert
hata
non-
disa
bled
pers
on(o
rape
rson
noth
avin
gyo
urpa
rtic
ular
disa
bilit
y)w
ould
noth
ave
been
puta
tasu
bsta
ntia
ldis
adva
ntag
ebe
caus
eof
the
46
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
11
3
CH
APT
ER7
QU
ESTI
ON
SYO
UCA
NA
SKA
TYO
UR
INTE
RVIE
W
Durin
gth
eva
stm
ajor
ityof
asse
ssm
ento
rint
ervi
ewpr
oces
ses
you
will
begi
ven
the
oppo
rtun
ityto
ask
ques
tions
ofth
ere
crui
ters
.Whi
leyo
urbr
ain
may
besh
outin
gto
you
toas
kqu
estio
nslik
e‘H
owm
uch
filth
ylu
cre
are
you
gonn
apa
ym
ebi
gbo
y?’o
r‘So
exac
tlyho
wbi
gis
my
priv
ate
offic
ego
ing
tobe
?’yo
ush
ould
beaw
are
that
onw
here
you
are
inth
ere
crui
tmen
tpr
oces
sw
illde
pend
wha
tque
stio
nsfr
omyo
uw
illbe
appr
opria
te.
Fore
xam
ple,
you
have
been
calle
dfo
rafir
st-s
tage
inte
rvie
w.Y
ourl
ette
rha
scl
early
defin
edth
atth
isis
an‘in
itial
stag
ein
the
proc
ess’.
Itw
ould
beco
mpl
etel
yin
appr
opria
teto
ask
ques
tions
rela
ting
tore
mun
erat
ion
atth
isst
age.
Wha
tfol
low
sis
abr
iefg
uide
toth
ety
pes
ofqu
estio
nsyo
uca
nas
kat
each
stag
e.
FIRS
T-RO
UN
DIN
TERV
IEW
SQu
estio
nsat
this
stag
efr
omyo
uw
illbe
dire
cted
squa
rely
atth
ena
ture
ofth
eem
ploy
er’s
busi
ness
and
the
role
forw
hich
you
are
appl
ying
.Fo
rexa
mpl
e:
Isee
that
Com
pany
XYZ
mad
ean
oper
atin
gpr
ofit
of£X
mla
stye
ar[g
ood
oppo
rtun
ityto
show
off
your
rese
arch
onth
emif
they
have
n’t
give
nyo
ua
chan
ceto
doso
upto
now
].Ca
nyo
ush
are
with
me
any
proj
ectio
nsfo
rth
isop
erat
ing
year
?’
Ihav
ede
liber
atel
yus
edth
ew
ord
‘shar
e’he
reas
itsh
ows
them
that
you
are
awar
eth
atth
isis
pote
ntia
llyse
nsiti
vein
form
atio
n.It
give
sth
eman
out
Q
Has
anyo
neto
ldyo
uth
atyo
uha
vebe
enth
eir
insp
irati
on?
How
forg
ivin
gar
eyo
u?Gi
vem
ean
exam
ple.
Hav
eyo
uev
erm
ade
abi
gsa
crif
ice?
Ifyo
uha
ve,
isit
som
ethi
ngyo
uha
veke
ptto
your
self
ordo
othe
rskn
owab
out
it?
Has
anyo
neev
erm
ade
abi
gsa
crif
ice
for
you?
Wha
tpe
rcen
tage
ofpe
ople
your
age
doyo
uth
ink
are
havi
nga
bett
erlif
eth
anyo
u?O
na
scal
eof
1to
10,h
owha
ppy
are
you?
Tell
me
abou
tth
ela
stti
me
you
laug
hed
atyo
urse
lf.
Does
othe
rsla
ughi
ngat
you
both
eryo
u?QQQQQQQ1
12
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
empl
oyer
's'p
rovi
sion
s,cr
iteria
orpr
actic
es'o
rby
aph
ysic
alfe
atur
eof
the
prem
ises
.Wha
tcou
nts
isth
atyo
u(th
edi
sabl
edpe
rson
)are
ata
disa
dvan
tage
.
Wha
tis
reas
onab
le?
Ifth
ead
just
men
tyou
requ
ireis
are
ason
able
one
then
the
empl
oyer
mus
tmak
eit.
How
ever
,an
empl
oyer
may
say
that
the
adju
stm
enty
oure
quire
isno
t're
ason
able
'in
the
circ
umst
ance
s.Fo
rexa
mpl
ebe
caus
e:
�th
eco
stof
the
adju
stm
enti
sto
ogr
eat;
�th
ead
just
men
tis
notp
ract
ical
;�
the
adju
stm
entw
ould
caus
eto
om
uch
disr
uptio
n;�
the
adju
stm
entw
ould
noth
ave
the
desi
red
effe
ct.
Itw
ould
befo
ran
empl
oym
entt
ribun
alto
deci
dew
heth
erth
eem
ploy
er's
reas
ons
adeq
uate
lyex
plai
nw
hyth
ead
just
men
twas
not
reas
onab
lean
dw
asno
tmad
e.
Exam
ples
ofre
ason
able
adju
stm
ents
Reas
onab
lead
just
men
tsth
atan
empl
oyer
(orp
oten
tiale
mpl
oyer
)sh
ould
cons
ider
mak
ing
incl
ude:
�al
loca
ting
som
eof
the
disa
bled
pers
on's
dutie
sto
anot
herp
erso
n;�
alte
ring
the
disa
bled
pers
on's
wor
king
hour
sor
trai
ning
;�
tran
sfer
ring
the
disa
bled
pers
onto
adi
ffer
entp
lace
ofw
ork
ortr
aini
ng;
�gi
ving
orar
rang
ing
fort
rain
ing
orm
ento
ring;
�al
low
ing
the
pers
onto
beab
sent
durin
gw
orki
ngor
trai
ning
hour
sfo
rre
habi
litat
ion,
asse
ssm
ento
rtre
atm
ent;
�ac
quiri
ngor
mod
ifyin
geq
uipm
ent(
fore
xam
ple,
prov
idin
gvo
ice-
activ
ated
com
pute
rsof
twar
efo
ran
empl
oyee
with
avi
sual
impa
irmen
t);�
mod
ifyin
gor
adju
stin
gdi
scip
linar
yan
dgr
ieva
nce
proc
edur
es;
LEG
ISLA
TIO
NTH
AT
EMP
LOY
ERS
NEE
DTO
CO
MP
LYW
ITH
•4
7
�ad
just
ing
redu
ndan
cyse
lect
ion
crite
ria;
�al
terin
gph
ysic
alfe
atur
esof
the
build
ing/
offic
ela
yout
.
Disa
bilit
y-re
late
ddi
scrim
inat
ion
Disa
bilit
y-re
late
ddi
scrim
inat
ion
happ
ens
whe
nan
empl
oyer
'str
eatm
ent
ofth
edi
sabl
edpe
rson
isfo
rare
ason
rela
ted
toth
eird
isab
ility
and
isle
ssfa
vour
able
than
the
way
inw
hich
othe
rs,t
ow
hom
that
disa
bilit
y-re
late
dre
ason
does
nota
pply
,are
orw
ould
betr
eate
dan
dw
hich
the
empl
oyer
isun
able
toju
stify
and/
orw
hen
the
empl
oyer
has
faile
dto
mak
ea
reas
onab
lead
just
men
t,w
hich
wou
ldha
vem
ade
adi
ffer
ence
toth
ere
ason
the
empl
oyer
has
give
nju
stify
ing
itsle
ssfa
vour
able
trea
tmen
t.
Tow
ork
outi
fdis
abili
ty-r
elat
eddi
scrim
inat
ion
has
happ
ened
toyo
u,yo
une
edto
iden
tify
whe
ther
adi
sabi
lity-
rela
ted
reas
onis
afa
ctor
inth
etr
eatm
enty
ouar
ere
ceiv
ing
and
iden
tify
inw
hatw
ayth
etr
eatm
ent
that
you
are
rece
ivin
gis
less
favo
urab
leco
mpa
red
toot
hers
tow
hom
the
disa
bilit
y-re
late
dre
ason
does
nota
pply
,and
cons
ider
whe
ther
the
expl
anat
ion
fort
hetr
eatm
ent,
ifan
y,pu
tfor
war
dby
the
empl
oyer
coul
dju
stify
the
disc
rimin
atio
n.Th
ism
eans
that
you
wou
ldha
veto
look
atw
heth
erth
ere
isa
stro
nglin
kbe
twee
nth
eex
plan
atio
ngi
ven
fory
our
trea
tmen
tand
your
circ
umst
ance
s.Yo
uw
ould
also
have
toco
nsid
erw
heth
erth
eex
plan
atio
nca
rrie
dre
alw
eigh
t.Yo
uw
ould
also
need
toco
nsid
erw
heth
erth
eem
ploy
erha
dfa
iled
tom
ake
are
ason
able
adju
stm
enta
nd,i
fso,
whe
ther
,had
anad
just
men
tbee
nm
ade,
itw
ould
have
mad
ea
diff
eren
ceto
the
expl
anat
ion
that
the
empl
oyer
used
toju
stify
the
less
favo
urab
letr
eatm
ent.
ASY
LUM
AN
DIM
MIG
RATI
ON
ACT
1996
The
Asyl
uman
dIm
mig
ratio
nAc
tmak
esit
acr
imin
alof
fenc
efo
ran
empl
oyer
toem
ploy
thos
ew
hodo
noth
ave
perm
issi
onto
wor
kin
the
UK.
Beaw
are,
then
,tha
tthe
empl
oyer
islik
ely
toas
kyo
uto
prov
ide
one
ofth
efo
llow
ing:
48
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
Ifw
ew
ere
risk
man
ager
san
dde
cide
dto
exam
ine
the
pros
and
cons
intw
oco
lum
nson
afli
p-ch
art,
I’msu
rew
ew
ould
find
man
ym
ore
entr
ies
inth
e‘c
ons’
colu
mn
than
inth
e‘p
ros’
colu
mn.
This
ques
tion
wou
ldap
pear
tobe
one
whe
reth
ean
swer
isop
ento
deba
te.I
don’
tthi
nkso
,as
wel
las
bein
gin
HR
Iam
also
am
anag
eran
dIw
ould
muc
hra
ther
not
have
tode
alw
ithth
eco
mpl
icat
ions
resu
lting
from
pers
onal
rela
tions
hips
goin
gso
ur–
whi
chth
eyqu
iteof
ten
do!I
’dop
tfor
the
easy
life
ever
ytim
eas
wou
ldal
loft
heco
lleag
ues
Irec
ently
polle
d.
Her
ear
eso
me
fory
outo
cons
ider
wha
tkin
dof
answ
eryo
um
ight
give
:
Wha
tw
ould
cons
titu
tea
perf
ect
even
ing
for
you?
Wha
tw
ould
bea
nigh
tmar
eev
enin
g?
Wou
ldyo
ura
ther
have
anex
trem
ely
succ
essf
ulpr
ofes
sion
allif
ean
dha
vea
tole
rabl
eho
me
life,
orha
vea
fabu
lous
hom
elif
ean
da
mer
ely
tole
rabl
epr
ofes
sion
allif
e?
Ifyo
uco
uld
wak
eup
tom
orro
wha
ving
gain
edon
ene
wab
ility
,ski
llor
qual
ity,
wha
tw
ould
itbe
?
Who
isyo
urhe
ro/h
eroi
ne(a
live
orde
ad)?
Who
isyo
urbi
gges
tvi
llain
?
Desc
ribe
the
one
pers
onw
hoha
sha
dth
esi
ngle
bigg
est
infl
uenc
eon
your
life.
QQQQQQQ
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•1
11
11
0•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
orga
nisa
tion
may
like
tohe
aryo
usa
y:‘MahatmaGhandisoIcanlearn
whathisstrugglewaslikeforhimfirsthand;BillGatestoaskhimwhyhe
hasdecidedtodedicatemosthisfortunetocharitableenterprisesrather
thanleavingittohischildren;andStephenFry,becausetheconversation
wouldneverfalterwithStephenthere’
!
Ago
odtip
isto
alw
ays
incl
ude
Step
hen
Fry
ashe
is(a
ppar
ently
)the
mos
tpop
ular
choi
cefo
radi
nner
gues
tin
the
UK
and
the
chan
ces
are
your
inte
rvie
wer
sw
ould
’ve
pick
edhi
mto
o!
Ifth
eco
mpa
nyco
ncer
ned
was
very
entr
epre
neur
ial,
you
may
wis
hto
choo
seFr
eddi
eLa
ker,
Rich
ard
Bran
son
and
SirA
lan
Suga
r–pr
obab
lyth
em
ostf
amou
sen
trep
rene
urs
ofm
oder
ntim
es.
You
gett
heid
ea.
Doyo
uth
ink
wor
kpla
cero
man
ces
are
O.K.
?Fa
rbe
itfo
rme
tosa
yw
hatw
ould
mot
ivat
ean
inte
rvie
wer
toas
kth
isqu
estio
n.H
owev
erIh
ave
sata
long
side
am
anag
erw
hoha
sas
ked
this
ques
tion
ofca
ndid
ates
.May
beth
ere
has
been
aba
dex
perie
nce
inth
epa
stor
may
behe
just
liked
wat
chin
gin
terv
iew
ees
squi
rm,w
hokn
ows?
Anyw
ay,m
yad
vice
isth
atth
ere
ison
lyon
epo
ssib
lean
swer
fort
his.
‘FrommyownperspectiveIcannotseeanythingbuttroubleahead
whenco-workersgetinvolved.Ifthereisasubordinate-superior
relationshiptherethenneitherpartycanactwithanyobjectivity.If
theyworktogetherinalargeworkplaceandhaveverylittlecontact
duringtheday,thenperhapsthereislessopportunityforthingstogo
wrong–butIamuneasyaboutthewholething.Idoseemeritinthe
viewthatemployees’privatelivesaretheirownconcernandnothing
todowiththeemployer,howeverIthinkitbestifprivatelivesand
workinglivesarekeptseparate.’
Q
1.A
pass
port
show
ing
that
the
appl
ican
tis
aBr
itish
citiz
enor
has
the
right
toab
ode
inth
eU
K.2.
Ado
cum
ents
how
ing
that
the
appl
ican
tis
ana
tiona
lofa
Euro
pean
Econ
omic
Area
coun
try
orSw
itzer
land
.Th
ism
ustb
ea
natio
nal
pass
port
orna
tiona
lide
ntity
card
.3.
Are
side
nce
perm
itis
sued
byth
eH
ome
Offic
ew
hich
has
anen
dors
emen
tsta
ting
that
the
appl
ican
thas
acu
rren
trig
htto
resi
denc
ein
the
UK
asth
efa
mily
mem
bero
fana
tiona
lfro
ma
Euro
pean
Econ
omic
Area
coun
try
orSw
itzer
land
.4.
Apa
sspo
rtor
othe
rtra
veld
ocum
ente
ndor
sed
tosh
owth
atth
eap
plic
antc
anst
ayin
defin
itely
inth
eU
Kor
has
notim
elim
iton
his
orhe
rsta
y.5.
Apa
sspo
rtor
othe
rtra
veld
ocum
ente
ndor
sed
tosh
owth
atth
eap
plic
antc
anst
ayin
the
UK
and
that
this
endo
rsem
enta
llow
sth
eap
plic
antt
odo
the
type
ofw
ork
the
empl
oyer
isof
ferin
gif
heor
she
does
noth
ave
aw
ork
perm
it.6.
AnAp
plic
atio
nRe
gist
ratio
nCa
rdiss
ued
byth
eHo
me
Offic
eto
anas
ylum
seek
erst
atin
gth
atth
eap
plic
anti
spe
rmitt
edto
take
empl
oym
ent.
Alte
rnat
ivel
y,th
eap
plic
antc
anpr
ovid
etw
oof
the
follo
win
gor
igin
aldo
cum
ents
:
Firs
tcom
bina
tion:
�A
docu
men
tgiv
ing
the
pers
on’s
perm
anen
tNat
iona
lIns
uran
ceN
umbe
ran
dna
me.
This
coul
dbe
aP4
5,P6
0,N
atio
nalI
nsur
ance
Card
ora
lett
erfr
oma
gove
rnm
enta
genc
y.Al
ong
with
chec
king
and
copy
ing
ado
cum
entg
ivin
gth
epe
rson
’sN
atio
nalI
nsur
ance
Num
ber,
the
empl
oyer
sm
usta
lsoch
eck
and
copy
only
one
ofth
efo
llow
ing
docu
men
ts:
�A
full
birt
hce
rtifi
cate
issu
edin
the
UK,
whi
chin
clud
esth
ena
mes
ofth
eap
plic
ant’s
pare
nts;
OR�
Abi
rth
cert
ifica
teis
sued
inth
eCh
anne
lIsl
ands
,the
Isle
ofM
anor
Irela
nd;O
R
LEG
ISLA
TIO
NTH
AT
EMP
LOY
ERS
NEE
DTO
CO
MP
LYW
ITH
•4
9
�A
cert
ifica
teof
regi
stra
tion
orna
tura
lisat
ion
stat
ing
that
the
appl
ican
tis
aBr
itish
citiz
en;O
R�
Ale
tter
issu
edby
the
Hom
eOf
fice
whi
chin
dica
tes
that
the
pers
onna
med
init
can
stay
inde
finite
lyin
the
UK
orha
sno
time
limit
onhi
sor
hers
tay;
OR�
AnIm
mig
ratio
nSt
atus
Docu
men
tiss
ued
byth
eH
ome
Offic
ew
ithan
endo
rsem
enti
ndic
atin
gth
atth
epe
rson
nam
edin
itca
nst
ayin
defin
itely
inth
eU
Kor
has
notim
elim
iton
his
orhe
rsta
y;OR
�A
lett
eris
sued
byth
eH
ome
Offic
ew
hich
indi
cate
sth
atth
epe
rson
nam
edin
itca
nst
ayin
the
UK
and
this
allo
ws
him
orhe
rto
doth
ety
peof
wor
kth
eem
ploy
eris
offe
ring;
OR�
AnIm
mig
ratio
nSt
atus
Docu
men
tiss
ued
byth
eH
ome
Offic
ew
ithan
endo
rsem
enti
ndic
atin
gth
atth
epe
rson
nam
edin
itca
nst
ayin
the
UK
and
this
allo
ws
him
orhe
rto
doth
ety
peof
wor
kth
atis
bein
gof
fere
d.
Seco
ndco
mbi
natio
n:
�A
wor
kpe
rmit
orot
hera
ppro
valt
ota
keem
ploy
men
ttha
thas
been
issu
edby
Wor
kPe
rmits
UK.
Alon
gw
itha
docu
men
tiss
ued
byW
ork
Perm
itsU
K,th
eem
ploy
ersh
ould
also
see,
chec
kan
dco
pyon
eof
the
follo
win
gdo
cum
ents
:�
Apa
sspo
rtor
othe
rtra
veld
ocum
ente
ndor
sed
tosh
owth
atth
eho
lder
isab
leto
stay
inth
eU
Kan
dca
nta
keth
ew
ork
perm
item
ploy
men
tin
ques
tion;
OR�
Ale
tter
issu
edby
the
Hom
eOf
fice
conf
irmin
gth
atth
epe
rson
nam
edin
itis
able
tost
ayin
the
UK
and
can
take
the
wor
kpe
rmit
empl
oym
enti
nqu
estio
n.
POLI
CEA
CT19
97Th
ePo
lice
Actp
rovi
des
ast
atut
ory
basi
sfo
rcer
tain
crim
inal
reco
rdch
ecks
whi
chm
aybe
used
byem
ploy
ers.
Thes
ech
ecks
can
bem
ade
via
the
Crim
inal
Reco
rds
Bure
auw
hich
cam
ein
tobe
ing
in20
01.
50
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•1
09
THE
‘…A
ND
FIN
ALL
Y‘Q
UES
TIO
NS
One
ofth
ere
ason
sth
athu
man
reso
urce
sha
soc
casi
onal
lyre
ceiv
eda
hard
time
over
the
year
sw
asth
epr
open
sity
ofso
me
ofits
prac
titio
ners
topu
tque
stio
nsth
epu
rpos
eof
whi
chth
ein
terv
iew
eeco
uldn
’tun
ders
tand
,nor
coul
dth
eyse
eho
ww
hatt
hey
mig
htgi
veas
anan
swer
wou
ldha
vean
yre
leva
nce
toth
ero
leth
eyha
dap
plie
dfo
r.
We
have
alre
ady
seen
that
one
ofth
efa
ctor
sin
succ
essf
ulpe
rfor
man
cein
aro
leis
the
abili
tyof
the
post
hold
erto
assi
mila
tein
toth
ecu
lture
ofth
eor
gani
satio
n,or
atle
astt
o‘fi
tin’
with
thos
ear
ound
them
.The
refo
reit
wou
ldbe
ale
gitim
ate
aim
ofan
yin
terv
iew
erto
geta
nim
pres
sion
ofth
eki
ndof
pers
onth
eca
ndid
ate
isin
term
sof
char
acte
r,in
tere
sts,
etc.
Ofco
urse
,the
inte
rvie
wer
may
just
beno
sey!
Wha
tfol
low
sar
ew
hatI
call
the
‘…an
dfin
ally
‘que
stio
ns.I
have
nam
edth
ese
afte
rthe
mor
efr
ivol
ous
new
site
ms
that
cam
eat
the
end
ofne
ws
bulle
tins
inth
eU
K.If
you
are
aske
dth
ese
type
sof
ques
tions
,the
yw
illm
ostl
ikel
yco
me
atth
een
dof
the
inte
rvie
w.O
bvio
usly
ther
ear
eno
right
orw
rong
answ
ers
toth
ese
ques
tions
,onl
yyo
urow
nan
swer
s.
Ther
em
aybe
the
odd
time
whe
nyo
uar
eas
ked
ques
tions
that
you
may
have
nocl
uew
hatt
hein
terv
iew
eris
driv
ing
at.T
obe
hone
st,s
omet
imes
ther
ew
illbe
ade
finite
atte
mpt
topr
ise
outs
ome
face
tofy
outh
atre
late
sto
the
job
onof
fer.
Ther
ew
illbe
times
whe
reit
isan
atte
mpt
toge
tafe
elfo
rwha
tyou
rper
sona
lity
islik
e.So
met
imes
itm
ayju
stbe
the
inte
rvie
wer
sha
ving
abi
toff
un(S
hock
!Hor
ror!
Inte
rvie
wer
sin
Sens
eof
Hum
ourp
robe
!).
Ifyo
uco
uld
invi
teth
ree
peop
le(li
ving
orde
ad)
toa
dinn
erpa
rty,
who
wou
ldyo
uin
vite
?De
pend
ing
onw
haty
ouha
veal
read
yes
tabl
ishe
dab
outt
heco
mpa
ny,
you
shou
ldbe
read
yto
call
tom
ind
thre
epe
ople
who
mos
tclo
sely
fitth
ety
peof
orga
nisa
tion.
Fore
xam
ple,
anal
trui
stic
,not
-for
-pro
fit
Q
unhappyItookwhatwas,Isuppose,ariskystep.Icalledaprivate
meetingofthemandweairedourgrievancestooneanother.Nowthis
couldhavebeenaprettyunproductiveactivityifIhadn’tmadeapoint
ofgoingroundthetableandgettingeveryonetosaywhattheywould
ratherbedoingandwhytheyfelttheywererightforit.Asitturned
out,wewereabletoproduceaproposaltoshufflepeopleroundin
orderthattheymaycontributemorefully–forexample,oneteam
memberwastaskedwithdealingwiththetelephoneprovideroverthe
arrangementsforourtelephonyrequirementsinthenewplaceyetshe
hadabackgroundinsales.SheswappedwithoneoftheITguyswho
washappytotakeiton.Sheendedupnegotiatingwithremovalmen
overthecostsofthemove.OncewehadanalternateplanIarranged
tomeettheprojectleaderprivately.Ibroachedthesubjectcarefully
sayinghowthiswasnotanattempttoundermineherauthority,but,
realisinghowbusyshewas,itwasaneffortonmyparttotaketohera
solution,notjustaproblem.Shewastakenabackalittleatfirst,butI
talkedherroundintoseeingtheplan’sadvantagesandshethen
ratifiedthechangesatthenextteammeeting.WhatwouldIdo
differently?Iprobablywouldhavehadthegutstoapproachhermyself
muchearlieron,becauseonreflection,itmaybedidseemtoappeara
bitrebelliousonmypart.
10
8•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Orga
nisa
tions
who
wor
kw
ithvu
lner
able
child
ren
orad
ults
tend
tout
ilise
this
serv
ice.
EMPL
OYM
ENT
EQU
ALI
TYRE
GU
LATI
ON
S20
03Th
ese
regu
latio
nsre
late
tose
xual
orie
ntat
ion,
relig
ion
orbe
liefa
ndag
e.
Equa
lity
ofop
port
unity
shou
ldbe
anin
tegr
alpa
rtof
the
recr
uitm
ent
and
sele
ctio
npr
oces
s.Em
ploy
ers
may
bere
quire
dto
offe
rtra
inin
gan
das
sist
ance
toun
der-
repr
esen
ted
grou
ps.
Fore
xam
ple:
�pr
e-ap
plic
atio
nas
sist
ance
toap
plic
ants
with
outE
nglis
has
thei
rfirs
tla
ngua
ge.;
�ad
vert
sto
incl
ude
ast
atem
ente
ncou
ragi
ngap
plic
atio
nsfr
omun
der-
repr
esen
ted
grou
ps.
DA
TAPR
OTE
CTIO
NA
CT19
98Re
crui
tmen
tinv
olve
sth
ega
ther
ing
ofpe
rson
alin
form
atio
non
cand
idat
es.
Recr
uitin
gm
anag
ers
mus
tthe
refo
reen
sure
that
they
com
ply
with
the
requ
irem
ents
ofth
eDa
taPr
otec
tion
Acti
nth
ew
ayth
eyob
tain
and
hand
leth
isin
form
atio
n.
THE
EMPL
OYM
ENT
TRIB
UN
AL
Atr
ibun
alis
less
form
alth
ana
mag
istr
ate’
sco
urto
rcou
nty
cour
tbut
,lik
ea
cour
t,it
has
proc
edur
esan
dru
les.
Ther
eis
apa
nelo
fthr
eem
embe
rs.T
hech
airm
anis
ala
wye
r.On
eof
the
othe
rtw
om
embe
rsis
from
anem
ploy
erpa
nel,
the
othe
rfro
man
empl
oyee
pane
l.
Whe
nyo
uta
kea
disc
rimin
atio
ncl
aim
itis
upto
you
toco
nvin
ceth
etr
ibun
alth
atyo
uha
vebe
endi
scrim
inat
edag
ains
t.Th
epe
rson
you
say
disc
rimin
ated
agai
nsty
ouw
illde
fend
the
clai
man
dtr
yto
pers
uade
the
trib
unal
that
you
have
notb
een
disc
rimin
ated
agai
nst.
Thro
ugho
utth
e
LEG
ISLA
TIO
NTH
AT
EMP
LOY
ERS
NEE
DTO
CO
MP
LYW
ITH
•5
1
proc
ess
you
are
know
nas
the
clai
man
tand
your
oppo
nent
asth
ere
spon
dent
.Tog
ethe
ryou
are
know
nas
the
part
ies
toa
clai
m.
You
can
brin
gcl
aim
sag
ains
tind
ivid
uale
mpl
oyee
sw
hoyo
ube
lieve
have
disc
rimin
ated
agai
nsty
ouas
wel
las
the
empl
oyer
.Iti
sim
port
antt
ona
me
indi
vidu
alem
ploy
ees
asre
spon
dent
sas
wel
las
the
empl
oyer
ifth
ere
isan
ypo
ssib
ility
that
the
empl
oyer
mig
htbe
able
tope
rsua
deth
etr
ibun
alth
atit
took
reas
onab
lest
eps
topr
even
tthe
disc
rimin
atio
nyo
uar
eco
mpl
aini
ngab
out.
Tohe
lpyo
ude
cide
whe
ther
orno
tto
take
acl
aim
toth
etr
ibun
al,i
tis
wor
thco
nsid
erin
gw
haty
ouho
peto
achi
eve
and
whe
ther
this
isso
met
hing
the
trib
unal
can
orde
rify
ourc
laim
succ
eeds
.Atr
ibun
alca
n:
�m
ake
ade
cisi
onon
whe
ther
orno
tthe
law
has
been
brok
en;
�aw
ard
com
pens
atio
nfo
ryou
rfin
anci
allo
ssbe
caus
eof
the
trea
tmen
t;�
awar
dco
mpe
nsat
ion
fori
njur
yto
feel
ings
suff
ered
asa
resu
ltof
the
trea
tmen
t;�
awar
dco
mpe
nsat
ion
fori
njur
yto
heal
thsu
ffer
edas
are
sult
ofth
etr
eatm
ent;
�in
cert
ain
circ
umst
ance
sor
dere
xem
plar
yda
mag
esto
puni
shth
ere
spon
dent
;�
awar
din
tere
ston
com
pens
atio
n.
Like
alll
egal
envi
ronm
ents
,the
rear
ece
rtai
nbu
rden
sof
proo
fbef
ore
acl
aim
can
besu
cces
sful
and
anu
mbe
rofd
ecis
ions
rega
rdin
gth
esh
iftin
the
burd
enof
proo
fin
disc
rimin
atio
nca
ses
have
been
hear
din
the
Cour
tofA
ppea
l.Th
eco
urts
tate
sth
at,w
hen
cons
ider
ing
disc
rimin
atio
nca
ses,
atr
ibun
alha
sto
cond
ucta
two-
stag
eex
erci
se.
Firs
tthe
clai
man
thas
topr
ove
disc
rimin
atio
n(i.
e.fa
cts
from
whi
chth
etr
ibun
alco
uld
conc
lude
that
,in
the
abse
nce
ofan
adeq
uate
expl
anat
ion,
52
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
othe
rs.T
hese
peop
lear
eof
ten
natu
ralc
oach
esan
dm
ento
rs,a
ndw
hile
they
may
noth
ave
any
lead
ersh
ipty
peof
job
title
onth
eirc
ontr
act,
are
asm
uch
adr
ivin
gfo
rce
behi
nda
team
’spe
rfor
man
ceas
thei
rapp
oint
edle
ader
.So,
even
ifyo
uha
veno
thel
da
lead
ersh
ippo
sitio
n,yo
um
aybe
able
tode
scrib
ein
stan
ces
whe
reyo
uin
fluen
ced
othe
rs.
IrememberthistimeatXYZCo.whenIwasworkingaspartofateam
whowerebroughttogethertoplanandexecuteanofficemoveto
anotherbuilding.Themanagementthoughtitwasagoodideatoget
peopleinvolvedfromallareasofthecompany,althoughsomecynics
saiditwastogetitdoneonthecheapratherthanhiringaspecialist
firm.Itendtothinkthatthemanagementwereenlightenedenoughto
thinkthatthewholeexperiencemightjustbegoodintermsofthe
teammembers’personaldevelopmentaswellastappingintothe
existingtalentpool.Wewereledbyamanagerwhohadhadsome
experienceinprojectmanagementandthefirmdidn’tappeartobe
takingtoobigariskbyappointingher.IntheearlymeetingsIwas
awarethatweweregoingthroughanormalprocessofjostlingfor
position,tryingto‘bags’thebettertasksoftheprojectandfindingour
nicheinthewholething.Iknowfrommystudiesofgroupdynamics
thatnewteamsgothroughastageof‘storming‘initially,theythen
settleandfindtheirshapeinthe‘forming‘phaseandthenwork
unconsciouslyandconsciouslytogetherinastageknownas‘norming‘.
Thatistheyallworktothesamestandards.Iwasacutelyawarethat
ourprojectleader,whileveryhotondetailandthemechanicsof
projectmanagement,failedtorecognisewhatIwasseeingwhichwas
thatpeoplewerebeingpaireduptoworkonelementsofthemoveina
veryhaphazardway.Shewasnottakingnoticeofwhatpeople’s
backgroundswereorattemptingtoplaytotheirstrengths.Aftera
whileitbecameclearthatanumberofpeopleintheteamwerereally
quiteunhappyandwhenIaskedthemiftheyhadbroughtittoour
projectleader’sattention,theysaidtheydidn’twanttoupsetheror
rocktheboat.AfterIrealisedthataroundhalftheteamof12were
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•1
07
wasmadeupofadiverserangeofpeopleintermsoftheirage,their
background,theirethnicityandcharacter.Ifeltitgaveusarounded
viewofthingsbecauseofthevarietyoflifeviews.Thereweresome
whowereexpertsinthehomemarketandsomewhowereexpertsin
themotormarket.Wewereencouragedtosharetipsandtrickswith
eachotherandtobondasateamsociallyaswell.Isupposetheselling
typeenvironmentwouldfosterastrongteamanyway,butIthinkit
wasmorethanthat.Whenwesocialisedwealwaysmadeitas
inclusiveaspossible.Forexample,acoupleofmembersofmyteam
wereMuslimgirlsandcouldn’tgointopubs,sowemadesurethatwe
didn’talwayssuggestdrinkingasasocialactivity.Ihonestlybelieve
thatourclosenessasateamofindividualsmadeusbetterasateam
collectively.WhatdidIdislike?WellIthinkthatsometimesitcanbe
hardertoberecognisedforanyspecialeffortsyouhavemade
personallyandthatmaybeyoucouldgetlostinthecrowdabit.
Although,Ithinkitsprobablydowntotheindividualattheirannual
appraisalnottobeshyindemonstratingwhatthey’vedonewell.I
wouldn’tsaythere’stoomuchnottolikeaboutworkinginateamfor
me,maybeitsnotforeveryone,butIthriveinthatenvironment.
Tell
me
abou
ta
tim
ew
hen
you
had
toge
tpe
ople
tow
ork
toge
ther
mor
esu
ppor
tive
ly.
�W
hat
caus
edth
eor
igin
aldi
ffic
ulti
es?
�H
owdi
dth
eot
hers
resp
ond
toyo
u?�
Wha
tw
ould
you
dodi
ffer
entl
yne
xtti
me?
Thes
ety
peof
ques
tions
may
appe
arto
beai
med
atpe
ople
who
cont
rol
the
activ
ities
ofte
amm
embe
rs,i
.e.s
uper
viso
rs.H
owev
er–
and
rem
embe
rthi
sbe
caus
eit
isa
trui
smno
twid
ely
unde
rsto
od–
whi
leth
ere
may
bea
titul
arhe
adof
ate
am,t
here
are
also
the
unsu
ngor
unre
cogn
ised
lead
ers
ofte
ams.
Thes
ear
eth
ose
who
,thr
ough
resp
ect
from
thei
rpee
rsor
bya
natu
rala
bilit
y,ac
tual
lyin
fluen
ceth
ew
ork
of
Q10
6•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
the
resp
onde
ntha
sco
mm
itted
anun
law
fula
ctof
disc
rimin
atio
n);t
hen
the
resp
onde
ntha
dto
prov
eth
eydi
dno
tcom
mit
the
unla
wfu
lact
.
The
deci
sion
mak
esit
clea
rtha
tto
succ
eed
inre
latio
nto
the
first
stag
eof
the
test
,acl
aim
antm
ustp
rove
onth
eba
lanc
eof
prob
abili
ties
fact
sw
hich
,in
the
abse
nce
ofan
adeq
uate
expl
anat
ion,
wou
ldbe
disc
rimin
atio
n.
Inas
sess
ing
the
first
stag
e,th
eco
urts
tate
sth
atit
isim
port
antt
obe
arin
min
dth
atit
isun
usua
lto
find
dire
ctev
iden
ceof
disc
rimin
atio
n.It
isal
soim
port
antt
oco
nsid
erw
hati
nfer
ence
sco
uld
bedr
awn
from
the
fact
s.Fo
rexa
mpl
e,in
fere
nces
coul
dbe
draw
nfr
oman
evas
ive
oreq
uivo
calr
eply
toa
race
rela
tions
orse
xdi
scrim
inat
ion
ques
tionn
aire
,or
afa
ilure
toco
mpl
yw
itha
rele
vant
code
ofpr
actic
e.
Once
acl
aim
anth
adpa
ssed
this
first
stag
eof
the
test
,the
trib
unal
shou
ldth
engo
onto
cons
ider
the
seco
ndst
age.
This
stag
e,i.e
.onc
eth
ebu
rden
ofpr
oofh
assh
ifted
toth
ere
spon
dent
,in
volv
esth
ere
spon
dent
prov
ing
onth
eba
lanc
eof
prob
abili
ties
that
the
trea
tmen
twas
inno
way
wha
tsoe
vero
nth
egr
ound
ofse
xor
race
ordi
sabi
lity.
Ther
efor
eit
isno
teno
ugh
fort
here
spon
dent
topr
ovid
ean
expl
anat
ion
fort
hefa
cts;
they
mus
tsho
wth
atse
x,ra
ceor
disa
bilit
yw
ere
notg
roun
dsfo
rthe
trea
tmen
tin
ques
tion.
Asyo
uca
nse
e,th
ela
wis
very
com
plex
inth
isar
eaan
dIw
ould
urge
you
atth
ispo
intt
oco
nsid
erta
king
prof
essi
onal
advi
cesh
ould
you
feel
that
the
pros
pect
ive
empl
oyer
has
trea
ted
you
ina
way
whi
chco
ntra
vene
san
yof
the
Acts
men
tione
dab
ove.
LEG
ISLA
TIO
NTH
AT
EMP
LOY
ERS
NEE
DTO
CO
MP
LYW
ITH
•5
3
CH
APT
ER4
UN
DER
STA
ND
ING
THE
EMPL
OYE
RS’
PERS
PECT
IVE
Know
ing
wha
tem
ploy
ers
will
bedo
ing
and
thin
king
will
give
you
anin
sigh
tint
oth
eirp
roce
sses
and
thou
ghts
.Th
isw
illhe
lpyo
ube
tter
prep
are
fory
ouri
nter
view
.
PREP
ARA
TIO
NIn
orde
rto
gett
hebe
stou
tofa
nyin
terv
iew
,em
ploy
ers
shou
ldha
vepr
epar
edth
orou
ghly
.Onc
eth
eyha
vesh
ortli
sted
cand
iate
san
dde
cide
don
the
inte
rvie
wda
te,t
hey
shou
ldha
vetr
ied
tofin
da
good
loca
tion
-a
quie
toff
ice
orro
omw
hich
isfr
eefr
omin
terr
uptio
nsan
dsu
itabl
efo
rall
cand
idat
es.
They
shou
ldha
veco
nsid
ered
whe
ther
any
ofth
eca
ndid
ates
atte
ndin
gar
edi
sabl
ed,a
sit
may
bene
cess
ary
toco
nsid
erw
heth
eran
yad
just
men
tsto
the
proc
ess
need
tobe
mad
e,su
chas
hold
ing
the
inte
rvie
win
abr
ight
lylit
orw
heel
chai
racc
essi
ble
room
.Hop
eful
lyth
eyw
illus
ea
room
that
will
crea
tea
good
impr
essi
on!
Goo
dpr
actic
est
ates
that
two
man
ager
san
dan
HR
repr
esen
tativ
ear
epr
esen
tati
nter
view
sto
min
imis
ean
ybi
asan
dpr
ovid
epr
otec
tion
agai
nsta
nydi
scrim
inat
ion
clai
ms
that
the
cand
idat
eco
uld
mak
efr
oma
one-
to-o
nein
terv
iew
.Ob
viou
sly
the
size
and
the
reso
urce
sof
the
orga
nisa
tion
will
have
abe
arin
gon
who
actu
ally
inte
rvie
ws.
Beaw
are
that
whe
nem
ploy
ers
use
two
orm
ore
inte
rvie
wer
s,th
eym
ayha
veag
reed
inad
vanc
ew
hosh
ould
ask
whi
chqu
estio
ns.
This
may
mea
nyo
urhe
adtu
rns
from
inte
rvie
wer
toin
terv
iew
erlik
ew
atch
ing
ate
nnis
mat
ch!
54
QU
ESTI
ON
SA
BOU
TYO
UR
TEA
MW
ORK
ING
SKIL
LSFo
rthe
vast
maj
ority
ofus
,we
will
durin
gou
rem
ploy
men
tbe
requ
ired
tow
ork
aspa
rtof
ate
am.T
his
may
bea
smal
luni
toft
wo
orth
ree
peop
le;a
ltern
ativ
ely
itm
aybe
ala
rger
team
alto
geth
er.G
ood
man
agem
entp
ract
ice
has
itth
atth
em
axim
umnu
mbe
rofp
eopl
ean
yon
epe
rson
can
man
age
wel
lis
arou
nd12
–15.
Ifth
enu
mbe
ris
any
high
erth
anth
is,th
enth
ere
isus
ually
sim
ply
note
noug
htim
eto
devo
teto
each
team
mem
bert
oge
tthe
best
outo
fthe
m.C
onve
rsel
y,a
man
ager
shou
ldbe
able
tosp
end
mor
etim
ew
ithth
eirt
eam
the
smal
ler
the
num
bero
fmem
bers
.Its
inev
eryo
ne’s
inte
rest
that
ate
ampe
rfor
ms
wel
l.It
shou
ldpe
rfor
mbe
tter
than
asi
mpl
esu
mof
itspa
rts.
Ago
odte
amis
mad
eup
ofpe
ople
with
anar
ray
ofta
lent
sw
hich
com
plim
ent
each
othe
r.Af
tera
ll,yo
uco
uldn
’tfie
lda
cup-
win
ning
team
of11
strik
ers
or11
goal
keep
ers!
Your
inte
rvie
wer
will
prob
ably
alre
ady
have
ago
odid
eaof
the
attr
ibut
esof
thos
ein
the
team
forw
hich
they
are
recr
uitin
gfo
rand
will
belo
okin
gto
see
ifyo
upo
sses
sth
ene
cess
ary
com
plim
enta
ryat
trib
utes
.Its
easy
and
glib
tosa
y‘O
hye
s,I’m
ago
odte
ampl
ayer
‘but
wha
tdoe
sth
atac
tual
lym
ean?
Letm
egi
veyo
uso
me
kille
rres
pons
esto
thes
ety
pes
ofqu
estio
ns.
Tell
usab
out
the
last
tim
eyo
uw
orke
das
part
ofa
team
.�
Wha
tdi
dyo
ulik
eab
out
wor
king
inth
egr
oup?
�W
hat
did
you
disl
ike?
ThelasttimeIworkedaspartofateamwaswhenIworkedforXYZCo.
Iwaspartofateaminacallcentrewhichsoldnewandrenewed
existingmotorandhomeinsurancepolicies.TheteamIworkedinwas
around10or12innumberandthegroupwasfairlystablewithnot
manystartersorleavers.Ireallyappreciatedthefactthattheteam
Q
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•1
05
so‘.M
ostp
rofe
ssio
nali
nstit
utio
nssu
chas
the
Char
tere
dIn
stitu
tefo
rPe
rson
nela
ndDe
velo
pmen
treq
uire
thei
rmem
bers
tode
mon
stra
teco
ntin
uing
prof
essio
nald
evel
opm
enta
ndci
tere
adin
gar
ticle
san
dbo
oks,
wat
chin
gTV
show
s,at
tend
ing
lect
ures
orse
min
ars,
seco
ndm
ents
,etc
.as
just
asle
gitim
ate
lear
ning
expe
rienc
esas
the
mor
etr
aditi
onal
type
sof
lear
ning
such
asco
urse
sof
stud
yw
hich
lead
toa
qual
ifica
tion.
This
mig
htbe
aty
pica
lans
wer
:
Iwaswatchingthenewsonlytheothereveningandtherewasapiece
onthenewanti-smokinglegislationcomingintoforceinEnglandand
whatitwouldmeanforemployers.Itstruckmethattherehadbeenno
discussionaboutthisatworkanditmademethinkwemightbe
unpreparedforwhatwascoming.IwentontotheInternetand
downloadedtheactualstatutoryinstrumentaswellasallthe
commentsontheACASandDTIwebsitesandIalsolookedat
discussionforums.IthentookallthisinformationtotheHRofficer.I
wasright.WewereunpreparedandIhavebeenco-optedontoa
committeewhichislookingatalltheaspectsofthelegislationandwe
aretaskedwithcomingupwithpoliciesandproposalsforpractical
measurestomakesurewecomply.
Don’
tfor
ase
cond
thin
kth
atth
isw
illm
ake
you
look
like
asw
ot.
Empl
oyer
sar
ede
sper
ate
tofin
dpe
ople
who
are
prep
ared
to‘g
oth
eex
tra
mile
’for
them
and
use
thei
row
nim
agin
atio
nan
dcr
eativ
ityto
reso
lve
prob
lem
san
dis
sues
.Thi
sty
peof
answ
erde
mon
stra
tes
toth
ein
terv
iew
erth
atth
eca
ndid
ate
has
anaw
aren
ess
ofth
ebi
gger
pict
ure,
abi
tofg
et-u
p-an
d-go
todo
the
rese
arch
,and
aw
illin
gnes
sto
help
colle
ague
sfr
omot
herd
epar
tmen
ts.
10
4•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Whe
nse
lect
ing
inte
rvie
wqu
estio
ns,t
hein
terv
iew
ers
shou
ldha
vem
ade
them
selv
esfa
mili
arw
ithth
eap
plic
atio
nfo
rms
orCV
s,jo
bde
scrip
tion
and
pers
onsp
ecifi
catio
n.To
avoi
ddi
scrim
inat
ion
and
toas
sist
the
inte
rvie
wer
sin
mak
ing
anin
form
edan
dfa
irde
cisi
on,t
hey
are
high
lylik
ely
tobe
aski
ngth
esa
me
ques
tions
ofea
chca
ndid
ate;
how
ever
,in
divi
dual
ised
ques
tions
may
bene
eded
durin
gth
ein
terv
iew
tofo
llow
upon
part
icul
aran
swer
sor
circ
umst
ance
s.Th
isis
perf
ectly
acce
ptab
leas
long
asth
equ
estio
nsre
late
toth
eyo
ursu
itabi
lity
fort
hejo
ban
ddo
nots
tray
into
irrel
evan
tper
sona
ldet
ails
.
Mos
tque
stio
nsus
edsh
ould
beba
sed
onth
eJo
bDe
scrip
tion
and
Pers
onSp
ecifi
catio
nw
hich
they
initi
ally
base
dth
eirs
hort
listo
n,so
mak
esu
reyo
uha
vea
good
gras
pof
the
deta
ilco
ntai
ned
with
inea
chof
thes
edo
cum
ents
(ifsu
pplie
dto
you)
soth
atyo
um
ayta
ilory
oura
nsw
ers
appr
opria
tely.
Inor
dert
oen
cour
age
indi
vidu
als
tota
lk,i
nter
view
ers
ofte
nus
eop
enqu
estio
nsw
hich
cann
otbe
answ
ered
with
‘yes
’or‘
no’a
ndof
ten
begi
nw
ith‘w
hat’,
‘why
’,‘ho
w’o
r‘w
hen’.
Sobe
prep
ared
todo
the
lion’
ssh
are
ofth
eta
lkin
g!In
cide
ntal
ly,go
odin
terv
iew
ing
prac
tice
has
itth
atca
ndid
ates
do80
perc
ento
fthe
talk
ing
and
the
inte
rvie
wer
son
ly20
perc
ent.
CON
DU
CTIN
GTH
EIN
TERV
IEW
Ago
odin
terv
iew
erw
illex
plai
nth
est
ruct
ure
ofth
ein
terv
iew
-i.e
.pr
ovid
eyo
uw
ithso
me
back
grou
ndin
form
atio
n,te
llyo
uth
atth
eyw
illbe
aski
nga
serie
sof
ques
tions
and
allo
wso
me
time
atth
een
dto
disc
uss
any
ques
tions
that
you
may
have
–an
dho
wlo
ngit
will
last
.
Durin
gth
eco
urse
ofth
ein
terv
iew
the
inte
rvie
wer
sm
ayfa
llsi
lent
.Re
mem
ber,
the
aim
ofth
ein
terv
iew
isto
gain
asm
uch
info
rmat
ion
aspo
ssib
lefr
omyo
uto
esta
blis
hif
you
are
suita
ble
fort
hejo
b.Th
eysh
ould
know
that
any
sile
nces
caus
edby
you
coul
dju
stbe
that
you
are
cons
ider
ing
your
ques
tion.
Don’
t,ho
wev
er,b
eaf
raid
tous
ete
rms
such
UN
DER
STA
ND
ING
THE
EMP
LOY
ERS
’P
ERS
PEC
TIV
E•
55
‘Hm
m,l
etm
eth
ink
abou
ttha
tfor
am
omen
t’to
mak
esu
reth
eyar
eaw
are
that
you
have
n’tj
ustg
one
blan
k.
They
will
prob
ably
take
note
sth
roug
hout
the
inte
rvie
w,s
odo
n’tb
epu
tof
fby
the
lack
ofey
eco
ntac
t.
Atth
een
dof
the
inte
rvie
w,t
hein
terv
iew
erm
aym
ake
sure
that
you
are
fam
iliar
with
the
term
san
dco
nditi
ons
ofth
ejo
ban
dth
atth
eyar
eac
cept
able
.Yo
ush
ould
bein
form
edw
hatw
illha
ppen
next
and
whe
na
deci
sion
will
bem
ade.
Ifno
t,as
k!
Sinc
ea
cont
ract
ofem
ploy
men
tcan
befo
rmed
bya
verb
alof
fera
ndac
cept
ance
,int
ervi
ewer
ssh
ould
ensu
reth
atth
eydo
notu
sew
ords
that
coul
dbe
cons
true
das
anof
feru
nles
sth
isis
wha
tthe
yin
tend
.In
mos
tca
ses
–an
dpa
rtic
ular
lyw
here
the
job
offe
ris
tobe
mad
eis
subj
ectt
oco
nditi
ons
such
assa
tisfa
ctor
yre
fere
nces
–it
islik
ely
that
your
inte
rvie
wer
will
say
atbe
stth
atth
eyw
illre
com
men
dth
atan
offe
rbe
mad
eor
that
anof
ferw
illbe
sent
outi
ndu
eco
urse
.Th
em
ostc
omm
onap
proa
chis
tom
ake
the
offe
raft
erw
ards
.Int
ervi
ewer
sw
illbe
awar
eth
atpr
omise
sm
ade
tosu
cces
sful
cand
idat
esat
thei
rint
ervi
ewca
nen
dup
aspa
rtof
thei
rcon
trac
tofe
mpl
oym
ent,
soar
elik
ely
tobe
cage
yin
goin
gin
toto
om
uch
deta
ilab
outw
hata
nyof
ferw
ould
enta
il.Re
mem
ber,
stat
emen
tsm
ade
atin
terv
iew
can
also
beus
edas
evid
ence
ofth
ete
rms
ofth
eco
ntra
ctif
ther
eis
subs
eque
ntly
adi
sput
eab
outi
tsco
nten
t.
THE
IMPO
RTA
NCE
OF
INTE
RVIE
WN
OTE
STa
king
note
sth
roug
hout
the
inte
rvie
wis
impo
rtan
tbec
ause
itno
tonl
yas
sist
sre
crui
ters
inth
eird
ecis
ion-
mak
ing
and
help
sw
hen
prov
idin
gca
ndid
ate
feed
back
buti
tals
ohe
lps
shou
ldth
eird
ecis
ion
ever
bese
enas
‘unf
air’
byan
unsu
cces
sful
cand
idat
e.
The
Data
Prot
ectio
nAc
t199
8en
able
sca
ndid
ates
tose
ein
terv
iew
note
sw
hen
they
form
ase
tofi
nfor
mat
ion
onth
atca
ndid
ate.
Itis
your
right
toas
kto
see
thes
eno
tes
atan
ytim
e(s
ubje
ctto
the
paym
ento
fan
adm
inis
trat
ion
fee
inso
me
case
s).
56
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•1
03
Irememberthetimewhenoneofourmorejuniormembersofstaff
wasstrugglingtogettogripswiththehumanresourcesoftwarewe
had.Shehadbeengiventheusualtrainingthatweallhadanda
photocopiedmanual.Tobehonest,themanualwaslikeoneofthose
flat-packinstructionbooklets,andnotmuchgoodtoanyonereally.
Shewasthetypeofpersonwhodidn’tliketocomplainand
occasionallytookflakformistakesshehadmade.Itookhertooneside
andaskedifIcouldassist.Weagreedthatforhalfanhoureach
lunchtimeIwouldsitwithherandwewouldgothroughthepartsof
thepackagethatshewaslessthansureabout.Intheendittookabout
twoorthreeweeks,butIwashappytohelpherandsherarelymade
mistakeslikeshehadbeforeagain.Onmybirthdaysheboughtmea
bigbunchofflowerstosaythankyou.Iwasreallymadeup!
Rem
embe
r,in
terv
iew
ers
very
rare
lyas
ka
singl
equ
estio
nan
dle
tyou
answ
erit
fully
befo
rem
ovin
gon
toth
ene
xton
e.Th
eym
ayw
ishto
drill
dow
nin
tow
haty
ou’v
ein
itial
lyto
ldth
em,s
obe
prep
ared
fort
his.
Fore
xam
ple:
Wha
tdi
dyo
udo
spec
ific
ally
that
was
effe
ctiv
e?Havingknownthisgirlforashorttime,Iknewthatifshewaspointed
towardsourtrainingdepartmentforhelpitwouldn’tworkbecause
she’dseeitasasignoffailure,andthatotherswererecognisingher
shortcomings.Bylendingahandinaninformalway,itwaslessofa
bigdealandsherespondedtothat.Ifanything,itwasmewhoplonked
myselfdownbesidehereachdaywithmysandwichessoshecouldn’t
goanywhereuntilwehadherknowledgeatthelevelsheneededtobe
successful.SoIsupposeyoucouldsayitwasmypersistenceandmy
approachthatwaseffective.
Wha
tw
asth
ela
stpi
ece
ofle
arni
ngyo
uun
dert
ook?
Now
inst
antly
you
are
thin
king
back
toth
ela
stfo
rmal
cour
seor
qual
ifica
tion
you
took
.In
the
wor
dsof
Geor
geGe
rshw
in,‘I
tain
tnec
essa
rily
I’mgladyouaskedmethat.Iperiodicallytaketimetoreviewmyskills
andrecentlyIthoughtImightliketoexpandmycommercial
knowledgealittle.Ithoughtperhapsamoreformaltrainingcoursein
businessfinancemightcomplementmygeneralcommercial
awareness.Also,Ihavefoundthatrecentdevelopmentsinsoftware
packageXYZmayhelpmebemoreproductive.PerhapsIwillbuya
manualonthesubjectorgoonarefreshercourse.
The
key
isne
vert
oco
me
acro
ssto
oco
cky
asif
you
have
noth
ing
new
tole
arn.
We
can
alld
ow
ithat
leas
tsom
ere
fres
hert
rain
ing
inat
leas
tone
aspe
ctof
ours
kill
set.
How
long
ago
was
itsi
nce
you
qual
ified
?If
the
com
pany
you
are
hopi
ngto
wor
kfo
rhas
anin
tern
atio
nald
imen
sion
,pe
rhap
syo
u’d
like
tole
arn
ane
wla
ngua
ge.W
hen
was
the
last
time
you
used
the
mor
eob
scur
efu
nctio
nsof
asp
read
shee
tpro
gram
me?
Are
you
real
lyM
ary
Popp
ins?
(Pra
ctic
ally
perf
ecti
nev
ery
way
.)N
o,pr
obab
lyno
t.
Dono
tbe
afra
idof
this
ques
tion.
Itis
one
that
you
are
very
,ver
ylik
ely
tobe
aske
dat
inte
rvie
w,s
obe
prep
ared
fori
t.Th
ink
ofso
met
hing
you
are
reas
onab
lygo
odat
(atl
east
good
enou
ghfo
rthe
job
asit’
sbe
ende
scrib
edto
you)
and
then
deci
deho
wyo
uco
uld
beev
enbe
tter
atit.
Itis
bett
erto
have
over
-cap
acity
ofsk
illth
anun
der.
Inw
hat
past
situ
atio
nsha
veyo
ube
enm
ost
effe
ctiv
ein
deve
lopi
ngot
hers
?Th
isqu
estio
nis
aim
edat
dete
rmin
ing
your
abili
tyto
acto
utsi
deof
your
own
pers
onal
silo
.Ify
ouha
veoc
cupi
edro
les
inth
epa
stw
here
itw
aspa
rtof
your
resp
onsi
bilit
ies
tode
velo
pot
hers
,the
nal
lwel
land
good
.Dr
awup
onth
ose
expe
rienc
esto
high
light
ago
odex
ampl
eof
deve
lopi
ngso
meo
ne–
perh
aps
illus
trat
ing
how
thei
rapp
rais
alra
ting
impr
oved
follo
win
gyo
urhe
lp.I
fnot
,the
nyo
ush
ould
beth
inki
ngab
outo
ccas
ions
whe
n,th
roug
hsh
eerg
ener
osity
ofsp
irito
fcou
rse,
you
wen
tout
ofyo
urw
ayto
help
som
eone
impr
ove
orpr
ogre
ss,f
orex
ampl
e:
Q10
2•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
5
7
CH
APT
ER5
CON
DU
CTIN
GYO
URS
ELF
AT
THE
INTE
RVIE
W
Ther
eis
ava
riety
ofdi
ffer
entt
ypes
ofin
terv
iew
:suc
has
one-
to-o
ne,
pane
land
grou
pin
terv
iew
s.Th
est
yle
ofth
ein
terv
iew
ers
will
vary
too
–so
me
will
seem
very
ster
nan
das
sert
ive
whi
leot
hers
will
bem
ore
wel
com
ing
and
enga
ging
.In
ever
yca
seth
ough
,the
rear
eba
sic
prin
cipl
esth
atyo
ush
ould
adop
tin
how
you
depo
rtyo
urse
lfan
dbe
have
durin
gth
ein
terv
iew
.
Imak
eno
apol
ogie
sfo
rusi
ngth
ew
ord
‘beh
ave’
asth
ere
used
tobe
a(n
owdi
scre
dite
d)st
yle
ofin
terv
iew
whe
reth
ein
terv
iew
ers
wer
ede
liber
atel
yan
tago
nist
ic,t
heid
eabe
ing
tose
eif
they
coul
dge
tthe
poor
cand
idat
eto
beha
veas
they
wou
ldw
hen
wor
king
unde
rpre
ssur
e.Th
ankf
ully
,thi
spr
actic
eis
very
rare
thes
eda
ysan
dyo
uar
eun
likel
yto
have
tosu
ffer
the
torm
ento
fthi
s.
OK,b
asic
prin
cipl
esth
en–
�W
hen
you
first
ente
rthe
room
mak
esu
reyo
uha
vego
odpo
stur
ean
dm
ake
eye
cont
actw
ithev
eryo
nein
the
room
.�
Asyo
uar
ein
trod
uced
toev
eryo
ne,g
ive
afir
m(n
otto
ofir
m)
hand
shak
e.If
you
are
pron
eto
swea
typa
lms,
mak
esu
reyo
udi
scre
etly
wip
eth
embe
fore
you
com
men
cesh
akin
gha
nds.
�Sc
anth
ero
omla
yout
once
only
and
mai
ntai
ney
eco
ntac
twith
the
lead
oron
lyin
terv
iew
er.
�Lo
okal
erta
ndw
aitt
obe
aske
dto
sitd
own.
�If
you
are
offe
red
ate
aor
coff
ee,p
olite
lyde
clin
e.Its
only
anot
her
thin
gth
atca
ngo
wro
ng–
like
spill
ing
itdo
wn
your
self
orw
orse
still
knoc
king
itov
er!
�Th
ree
rule
sof
beha
viou
rin
the
inte
rvie
war
epr
ofes
sion
alis
mpr
ofes
sion
alis
m,a
ndpr
ofes
sion
alis
m!
That
’sno
tto
say
you
can’
tuse
hum
ourw
here
appr
opria
te,b
utre
mem
ber,
it’s
nota
com
edy
audi
tion
and
stay
wel
law
ayfr
omar
eas
ofhu
mou
rtha
tcou
ldre
mot
ely
beco
nsid
ered
offe
nsiv
e.�
You
are
likel
yto
beas
ked
ifyo
ufo
und
your
way
toth
ein
terv
iew
venu
eea
sily
.Al
way
san
swer
posi
tivel
y,ev
enif
itw
asa
nigh
tmar
ege
ttin
gth
ere.
Thes
epe
ople
will
beso
used
toge
ttin
gto
thos
epr
emis
esth
atit
will
jari
nth
eirm
inds
ifyo
um
oan
abou
tnot
bein
gab
leto
find
the
build
ing.
You
are
tryi
ngto
build
aco
nsis
tent
lypo
sitiv
epi
ctur
ein
your
min
dfr
omth
ew
ord
‘go’.
�If
you
are
aske
dab
outy
ourw
ell-
bein
gge
nera
lly,e
.g.‘
Soho
war
eyo
uto
day
then
Ellie
?’ne
ver,
ever
answ
erin
the
nega
tive!
Not
even
slig
htly
nega
tive
such
as‘O
h,yo
ukn
ow’o
r‘So
-so’.
Bepo
sitiv
ean
den
thus
iast
ic–
‘Ver
yw
ellt
hank
you.
And
you?
’Th
isis
com
mon
soci
alin
tera
ctio
nth
atoi
lsth
ew
heel
sa
little
.Be
polit
e.En
dof
lect
ure.
Ok,s
oth
ein
terv
iew
isun
derw
ay.
You
may
beas
ked
tota
lkth
roug
hyo
urca
reer
toda
te.T
his
isw
here
your
copy
ofyo
urCV
com
esin
hand
yto
have
infr
onto
fyou
.As
Isai
din
Chap
ter2
,it’s
amaz
ing
wha
tavi
sual
prom
ptca
ndo
fort
hem
emor
y.W
hen
talk
ing
abou
tyou
rcar
eert
oda
te,
don’
trep
eatm
erel
yw
hati
tsay
son
your
CV.Y
ouri
nter
view
ers
will
have
read
ital
read
yan
dar
elo
okin
gfo
ryou
toex
pand
onw
hati
tcon
tain
s.If
you’
vedo
neyo
urow
nco
mpe
tenc
ypr
ofili
ngas
Isug
gest
edin
Chap
ter2
,yo
uw
illbe
able
tota
lkab
outy
ourv
ario
uspo
sitio
nsin
term
sof
your
com
pete
ncie
san
d,m
ore
impo
rtan
tly,a
chie
vem
ents
.Al
way
sac
cent
uate
anyt
hing
ofno
teth
atyo
uw
ere
resp
onsi
ble
for.
Bew
are,
how
ever
,of
over
-exa
gger
atin
gyo
urro
lein
the
succ
ess
ofan
orga
nisa
tion.
Ina
rece
ntre
ality
TVsh
owth
atso
ught
abu
ddin
gen
trep
rene
urto
wor
kw
itha
high
lysu
cces
sful
and
wel
l-kn
own
Lond
on-b
ased
busi
ness
man
,aco
ntes
tant
clai
med
that
thro
ugh
here
ffor
tshe
rcom
pany
incr
ease
dits
turn
over
byse
vera
lmill
ion
poun
ds.
‘Wha
t?By
your
self?
’as
ked
the
ston
y-fa
ced
inte
rvie
wer
.Th
ere
sulta
ntsp
lutt
erin
gof
the
cont
esta
ntw
as
58
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•1
01
QU
ESTI
ON
SA
BOU
TYO
UR
DEV
ELO
PMEN
TO
FSE
LFA
ND
OTH
ERS
Wha
tdo
you
cons
ider
tobe
your
wea
knes
ses?
Tim
ean
dag
ain,
this
ques
tion
prov
esto
beth
eon
ein
terv
iew
ees
mos
tdr
ead.
Ibet
you’
vehe
ard
itbe
fore
,and
Ibet
you
hate
dit!
Inth
em
any,
man
yye
ars
inw
hich
Ihav
eas
ked
this
part
icul
arqu
estio
n,it
isth
eon
eth
atm
osto
ften
prov
okes
a‘ra
bbit
caug
htin
head
light
s’lo
ok.
Take
hear
t,be
caus
eal
lis
notl
ost!
You
dono
tnee
dto
laun
chin
toa
list
ofyo
urfa
iling
san
dfo
ible
s,ex
posi
ngyo
urla
ckof
self-
wor
than
din
secu
ritie
san
dul
timat
ely
givi
ngyo
urin
terv
iew
era
hund
red
and
one
reas
ons
NOT
toem
ploy
you!
Perh
aps
you
wou
ldfe
elm
ore
com
fort
able
ifit
wer
eco
uche
dlik
eth
is:
Wha
tw
ould
you
cons
ider
tobe
your
deve
lopm
ent
need
s?N
owdo
esn’
ttha
tsou
ndbe
tter
?Ic
anhe
aryo
ubr
eath
eou
tas
you
read
this
new
,mor
eto
uchy
-fee
lyve
rsio
nof
the
old
clas
sic.
Infa
ct,t
hey
are
exac
tlyth
esa
me
ques
tion
and
real
lyde
sign
edto
illic
itth
esa
me
kind
ofan
swer
.Thi
nkof
itlik
eth
is:w
hyw
ould
anin
terv
iew
erex
pect
you
tote
llhi
mso
met
hing
abou
tyou
that
abso
lute
lyru
les
you
outo
fget
ting
the
job?
Itw
ould
n’tm
ake
any
sens
e.It
wou
ldbe
aski
ngyo
uto
prov
ea
nega
tive.
Anin
terv
iew
er’s
job
isno
tonl
yto
find
outi
fthe
cand
idat
eis
the
best
fitfo
rthe
job
now
,but
also
tose
eif
they
can
grow
with
inth
eco
mpa
nyan
dex
pand
onth
eire
xist
ing
skill
san
dul
timat
ely
beco
me
am
ore
valu
able
asse
tto
the
com
pany
.
Ago
odan
swer
toth
isqu
estio
nm
ight
be:
10
0•
HO
WTO
AN
SW
ERH
AR
DIN
TER
VIE
WQ
UES
TIO
NS
Som
epe
ople
are
easi
erto
pers
uade
than
othe
rs.
Whi
chpe
ople
doyo
ufi
ndit
hard
tope
rsua
de?
�W
hat
isit
that
mak
espe
rsua
ding
them
sodi
ffic
ult?
IthinkthepeopleIfindmosthardtopersuadearepeoplewhohave
opinionsbasedsolelyonprejudiceorbias.Peoplewhoarebigoted,
racist,misogynistic,etc.canoftenhaveviewsthataresoentrenched
thattheyareunlikelyevertochange.Ithinkyouhavetomakea
judgementcallastowhetherornotitisreallyyourplacetoattemptto
changethesepeople,orwhetherornotyouhavetoacceptthatwhile
youmaydisagreestronglywiththeirviews,youmightstillhaveto
workwiththem.Ofcourse,youmightbeforcedintoasituationwhere
youhavetoconfrontsomeoneabouttheirviewsifitisagainstyour
employer’sdignityanddiversitypolicyforinstance,butyoucanstill
askthempolitelytokeepsuchviewstothemselvesintheworking
environment.Ithinkyouhavetodevelopyourownskillsindeciding
whenenoughisenough-whenyouarenotgoingtogetthatsale,
whenyouarenotgoingtoconvinceyourbosstogiveyouthatrise,or
whenit’ssimplytimetostopbangingyourheadagainstabrickwall!
This
answ
erco
nvey
sso
me
good
poin
ts.I
tsho
ws
that
you
are
awar
eth
atyo
uca
nne
verc
hang
eth
ew
orld
entir
ely,
that
you
can
empl
oydi
plom
atic
skill
sw
hen
nece
ssar
y,an
dth
atyo
uca
nal
socr
y‘e
noug
h!‘
whe
nit
isw
arra
nted
.
Q
ajo
yto
beho
ld–
ifyo
uar
epr
one
toSc
hade
nfre
ude
that
is!
Ifyo
uw
ere
part
ofa
team
that
achi
eved
notic
eabl
ere
sults
,be
hone
st.
Don’
ttr
yto
hog
allt
hegl
ory
fory
ours
elf.
Inte
rms
ofth
ebo
dyla
ngua
geyo
ush
ould
exhi
bitt
hrou
ghou
tthe
inte
rvie
w,I
wou
ldsa
ydo
n’ts
itto
rigid
lyup
right
inyo
urch
airb
utdo
n’t
slou
chei
ther
.For
thos
eof
you
who
have
dabb
led
orbe
enin
volv
edin
trai
ning
inne
urol
ingu
istic
prog
ram
min
g(N
LP)1
dono
ton
any
acco
unt
fall
into
the
trap
of‘m
irror
ing’
the
inte
rvie
wer
clos
ely
inor
dert
obu
ildra
ppor
t.G
uess
wha
t?W
e’ve
hear
dof
it,an
dun
less
you
are
am
aste
rat
it,it
will
com
eov
eras
fals
ean
dm
anip
ulat
ive.
I’ve
pers
onal
lyex
perie
nced
iton
cean
dcl
ocke
dit
afte
rafe
wm
inut
es.
Ihad
quite
abi
tof
fun
mov
ing
my
hair
abou
tand
vary
ing
whi
chle
gIc
ross
edet
c.I
alm
ostf
orgo
tabo
utth
equ
estio
nsIw
asas
king
this
guy,
such
was
the
fun
Iwas
havi
ng.
Itsea
syto
say
‘be
your
self’
,but
real
lyth
at’s
exac
tlyw
haty
oush
ould
be.
The
inte
ract
ions
betw
een
you
and
the
inte
rvie
wer
(who
may
wel
ltur
nou
tto
beyo
urne
wbo
ss)w
illth
enbe
genu
ine
and
hone
st,a
nda
good
guid
eto
whe
ther
orno
tyou
are
goin
gto
geto
n.
The
follo
win
gch
apte
rsar
eab
outg
ivin
gyo
uth
eam
mun
ition
toco
me
back
with
wel
l-th
ough
tout
answ
ers
toto
ugh
ques
tions
.
Not
e1.
InN
LP,p
ract
ition
ers
are
advi
sed
tom
atch
,as
ifin
am
irror
,the
gest
ures
,pos
ture
san
dev
enbr
eath
ing
rate
sof
the
pers
onth
eyar
eat
tem
ptin
gto
esta
blis
hra
ppor
twith
.NLP
hold
sth
atsu
bcon
scio
ussi
gnal
sar
ese
ntto
the
othe
rper
son
whi
chgu
ides
them
into
thin
king
favo
urab
lyof
you.
CO
ND
UC
TIN
GYO
UR
SEL
FA
TTH
EIN
TER
VIE
W•
59
60CH
APT
ER6
COM
MO
NIN
TERV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NSW
ERTH
EM
QU
ESTI
ON
SA
BOU
TYO
UR
DRI
VE
FOR
ACH
IEV
EMEN
T
Tell
me
wha
tyo
ukn
owab
out
our
busi
ness
?Th
isqu
estio
nfa
llsin
toth
isca
tego
ryas
the
new
empl
oyer
will
beas
sum
ing
that
you
wan
tto
join
thei
rfirm
beca
use
itis
aso
und
and
prog
ress
ive
care
erm
ove
fory
ou.I
tis,
isn’
tit?
That
’sa
hint
…Ag
ain,
this
ques
tion
will
com
eup
time
afte
rtim
e.Yo
uex
pect
edit
tobe
aske
d.Di
dn’t
you?
Soyo
uw
ento
nto
the
Inte
rnet
and
‘Goo
gled
’the
irna
me.
You
wen
ton
toth
eco
rpor
ate
web
site
and
note
ddo
wn
som
efa
cts
and
figur
es.
Well,youemploysome15,000peopleinover12countries,yourmain
areasofoperationareintextilesandinpaper,your…
Zzzz
zzz
–I’m
asle
epal
read
y.An
yfo
olca
nre
gurg
itate
fact
sfr
oma
web
site
.Itd
oesn
’tm
ean
you
know
anyt
hing
abou
tthe
com
pany
atal
l.N
oww
hile
I’mno
tsug
gest
ing
that
you
don’
tquo
teth
emso
me
deva
stat
ingl
yin
tere
stin
gst
atis
tics
arou
ndth
eirn
iche
mar
kets
peci
alis
ms
etc.
,wha
tIam
sayi
ngis
getb
ehin
dth
efa
cts
that
they
pres
entt
oyo
u.W
hati
sth
eirm
arke
tsha
re?
Who
are
thei
rcom
petit
ors?
Wha
tthr
eats
are
ther
eto
thei
rcon
tinui
nggr
owth
?W
hato
ppor
tuni
ties
mig
htth
eyw
ish
toex
ploi
t?W
hatd
idth
eirC
EOsa
yin
thei
rlas
tann
ualr
epor
t?
Q
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•9
9
Give
anex
ampl
eof
whe
nyo
uha
dto
sett
lea
disp
ute
betw
een
two
peop
le.
Thereweretwocolleagueswithinmysectionwhoserelationship
deterioratedtothepointwheretheatmospherewasterrible.Asthey
couldn’tresolveit,IdecidedtoseewhatIcoulddo.Myaimwastofirst
takeanyheatoutofthesituationbycalmingdowntheindividuals.Then
Iarrangedathree-waydiscussionlaterinthedayawayfromthesection
inameetingroomsowewouldn’tbedisturbed.ImadesurethatIwasin
chargeofthediscussionoftheissues,thereasonbeingtoarriveatan
agreedpositivewayofgoingforwardoracompromise.Ithinkit's
importanttounderstandeachperson'sstandpointandfeelings,without
necessarilyagreeingwiththem.Itwasn’tprettyatfirst,withbothof
themjusttryingtoscorepoints.ButIsupposeIusedmydiplomaticskills
togetthemtoseethattherewasnofutureinthecurrentsituationand
thatacompromisewastheonlypossiblesolution.Afteraboutanhour,
welefttheroomwithashakycompromise,butImadesurethat
wheneverpossibleafterwardsIencouragedthemtobefirstmorecivil,
thenintimemorefriendlytowardseachother.Theresultwasaneasing
oftheatmosphereandthenareturntonormal.
Hav
eyo
uev
erha
da
conf
lict
wit
ha
supe
rior?
How
was
itre
solv
ed?
Yes,Ihavehadconflictsinthepast.Nevermajorones,butcertainly
therehavebeensituationswheretherewasadisagreementthat
neededtoberesolved.I'vefoundthatwhenconflictoccurs,it's
becauseofafailuretoseebothsidesofthesituation.ThereforeIask
theotherpersontogivemetheirperspectiveandatthesametimeask
thattheyallowmetofullyexplainmyperspective.Atthatpoint,I
wouldworkwiththepersontofindoutifacompromisecouldbe
reached.Ifnot,Iwouldsubmittotheirdecisionbecausetheyaremy
superior.Intheend,youhavetobewillingtosubmityourselftothe
directivesofyoursuperiors,whetheryou'reinfullagreementornot.
98
•H
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TOA
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RD
INTE
RV
IEW
QU
ESTI
ON
S
Wha
tar
eyo
urst
reng
ths
inte
rms
ofin
flue
ncin
gpe
ople
?�
Wha
t’syo
urap
proa
chin
infl
uenc
ing
othe
rs?
�W
hat
coul
dyo
udo
tom
ake
your
self
mor
eef
fect
ive
inin
flue
ncin
got
hers
?IthinkthestrengthIhaveininfluencingotherslieswithinmyabilityto
communicatewellwithothersinordertogetthemtosharemyvision
ofwhatsuccesslookslike.Ihavefoundthatpeopleareonthewhole
suspiciousofanythingwhicheffectschangewithouttheir
understandingofthethoughtprocessesbehindthedecisionwhich
wouldresultinchange.Itssimplyimpracticaltoinvolveeveryonein
everydecision-makingprocess;whatIliketodoistotakethetimeto
reiteratethecurrentstate,thensaywhythechangesarenecessary.I
giveabroad-brushpictureofwhatwasbeingthoughtaboutwhena
solutionwasbeingworkedoutandtellthemofthereasonswhyIorwe
decidedonaparticularcourseofaction.I’dthendescribewhatlikely
resultswouldcomeoutofthischangeandIwouldbesuretomake
themfeelthattheywererecognisedasimportantintheachievementof
thenewobjectiveandthanktheminadvanceforthemhelpingout.I
thinkIcouldimprovemyinfluencingskillsifIsloweddownalittlebit.
SometimesinmyenthusiasmIskipoverpointsthattomeareobvious,
buttothepersonI’mtalkingtomightnotbe.Isometimesthenhaveto
backtracktoexplainwhatImeantonsomepoints.MaybeIcouldplan
mydiscussionwiththembetter.MaybeIcouldwriteoutsomebullet
pointstomakesureIcoveredallthebases.
The
final
elem
enti
nth
isan
swer
show
sth
atyo
uar
ehu
man
.As
I’ve
said
earli
er,e
mpl
oyer
sfa
rpre
fert
ose
ea
cand
idat
ew
hoha
sa
high
leve
lof
self-
awar
enes
san
dkn
ows
thei
rdev
elop
men
tnee
dsth
anto
inte
rvie
wso
meo
new
hois
sosm
ugth
atth
eyne
vera
dmit
toha
ving
mad
ea
mis
take
inth
epa
stor
need
toch
ange
inan
yw
ay.
Q
Byal
lmea
nsus
eth
ene
t,bu
tdon
’tju
stse
ttle
fort
hepa
rty
line.
Find
out
who
thei
rcom
petit
ors
are
and
wha
tthe
yar
esa
ying
.Fin
dou
tthe
regi
ster
edof
fice
ofth
eco
mpa
nyan
dte
leph
one
thei
rmar
ketin
gde
part
men
tand
requ
estt
hatt
hey
send
outt
oyo
ua
copy
ofth
em
ost
rece
ntan
nual
repo
rt.B
yla
win
the
UK,
PLCs
mus
tcom
ply
with
this
requ
estf
rom
any
pers
on.I
have
had
som
efu
nov
erth
eye
ars
rem
indi
ngju
nior
cler
ksof
this
!
Can
you
imag
ine
inte
rvie
win
gfiv
epe
ople
and
allo
fthe
mtr
otou
tthe
sam
efa
cts
and
figur
esta
ken
from
the
sam
eso
urce
?W
hati
fthe
sixt
hin
terv
iew
eere
min
dsyo
uth
atat
the
mom
enty
ouar
eon
lynu
mbe
rtw
oin
the
wor
ldm
arke
t;ho
wev
er,t
heCE
Oha
sa
stra
tegy
inpl
ace
tota
keyo
uto
num
bero
ne,a
ndth
atin
volv
es…
No
cont
est!
Get
him
/her
back
fora
final
inte
rvie
w!
I’mas
king
you
tobe
abi
tsm
arte
rtha
nth
eav
erag
ebe
aron
this
one.
Becr
eativ
eab
outh
owyo
uill
ustr
ate
wha
tyou
know
abou
tthe
irco
mpa
ny.
Give
anex
ampl
eof
whe
nyo
u’ve
expe
rienc
eda
setb
ack
Ifyo
uar
eas
ked
this
ques
tion
atin
terv
iew
and
you
are
unpr
epar
edfo
rit
you
will
prob
ably
mak
ea
hash
ofit.
No
ques
tion.
It’s
the
inte
rvie
wer
min
ing
that
nega
tivity
seam
agai
nan
dyo
urau
to-r
espo
nse
will
beto
goin
tode
nial
abou
tit.
Afte
rall,
som
eone
asbr
illia
ntas
me
gets
itrig
htfir
sttim
e,ev
ery
time,
don’
tI?
The
tric
khe
reis
tore
call
atim
ew
hen,
alth
ough
the
even
tual
outc
ome
was
posi
tive,
the
succ
ess
was
dow
nto
eith
eryo
urin
terv
entio
nor
your
real
isat
ion
that
wha
tyou
wer
edo
ing
first
time
roun
dw
asno
twor
king
.Th
ere’
sno
sham
ein
adm
ittin
gth
atyo
urin
itial
appr
oach
toa
situ
atio
ntu
rned
outt
obe
less
effe
ctiv
eth
anyo
u’d
hope
d,bu
tthr
ough
your
wel
l
Q
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•6
1
deve
lope
dse
nse
ofse
lf-aw
aren
ess,
you
chan
ged
som
eor
alla
spec
tsof
your
appr
oach
and
achi
eved
the
aim
afte
rall.
Inte
rvie
wer
sw
illbe
expe
ctin
gyo
uto
desc
ribe
the
situ
atio
n,yo
urth
inki
ngbe
hind
why
you
initi
ally
did
wha
tyou
did,
how
you
reac
ted
toth
ere
alis
atio
nth
atit
was
n’tw
orki
ngan
dm
aybe
the
reac
tion
ofot
hers
roun
dab
outy
ou.F
orex
ampl
e:
Wehadasituationinmylastplacewhereteamleaderswereidentified
asneedingtraininginthevariousareasofmanagementexpertisein
orderforthemtoperformatthelevelatwhichthecompanyexpected
themto.Myinitialthoughtwastogetthemanoff-the-shelftraining
coursewhichwouldsupplytheseskills.Ibookedthemontoacourseat
thelocalcollege,whichmeanttheywouldattendonahalf-day
releasebasisonvariousdaysoftheweek.Iinformedtheirmanagersof
whatIhaddone,emphasisinghowIhadarrangeditsothatnotallthe
teamleaderswouldbeawayfromworkatthesametime.Afewweeks
passedandalthoughIwasgettinganecdotalevidencefromtheshop
flooraboutthecourse,whenIgotthefirstreportfromthecollege
whichshowednearlyhalfoftheemployeeswhoweresupposedtobe
attendingonlydidsointermittentlyIwasshocked.Iimmediately
arrangedfortheseguystocomeinandseemeonaone-to-onebasis
tofindoutwhytheyhadn’tbeengoing.DuringtheseinterviewsI
discoveredthatmanyofthemwereactuallyscaredofthetraditional
classroomenvironmentandformostofthem,thelasttimetheyhad
beeninthatenvironmentwaswhentheywere16!Itwasobviousto
methenthatthismethodologywasn’tgoingtoworkforallofthem,so
Itookapollofalloftheteamleaderstoidentifywhowouldrathernot
beintheclassroomenvironment.Ofthe26teamleaderssevensaid
theywereactivelyresistanttoitandtwowereunsure.Ithendidsome
researchandfoundthatIcouldhavethesenineguysdoanNVQ-
basedqualificationwiththelearningprovideractuallycomingonsite
todeliverthemoreformalpartsinourowntrainingroom.The
62
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•9
7
QU
ESTI
ON
SA
BOU
TYO
UR
INFL
UEN
CIN
GSK
ILLS
Fort
heva
stm
ajor
ityof
us,o
urab
ility
tom
ake
thin
gsha
ppen
thro
ugh
othe
rpeo
ple
will
com
efr
ombe
ing
able
toin
fluen
ceth
emra
ther
than
byou
rdire
ctin
gth
em.W
hile
we
allm
ayw
ork
inor
gani
satio
nsth
atar
ehi
erar
chic
alin
stru
ctur
e,th
est
ark
real
ityis
that
mos
tcha
nges
ofdi
rect
ion
com
eth
roug
hde
cisi
ons
bein
gm
ade
follo
win
gac
cept
ance
ofa
poin
tofv
iew
from
indi
vidu
als
requ
iring
the
chan
ges
tobe
mad
e.Th
at’s
nott
osa
yth
atth
ere
are
nodi
rect
‘cha
inof
com
man
d‘de
cisi
ons,
it’s
just
that
thes
ete
ndto
befo
rthe
mor
efo
rmal
,str
ateg
icor
tact
ical
deci
sion
s,no
tthe
min
utae
ofev
eryd
ayw
orkp
lace
life.
Thin
kof
itth
isw
ay:w
here
wou
ldw
ebe
with
outl
ies
inou
rsoc
iety
?Yo
urim
med
iate
thou
ghtm
ight
be‘in
am
uch
bett
erw
orld
‘.Wou
ldw
e?It’
sth
elit
tlelie
sw
hich
are
reco
gnis
edby
allb
utac
know
ledg
edby
noon
eth
atoi
lthe
whe
els
ofou
rsoc
ialt
rans
actio
ns.H
owm
any
mar
riage
sw
ould
still
bein
tact
ifth
etr
uthf
ulan
swer
toth
equ
estio
n‘D
oes
my
bum
look
big
inth
is?‘
wer
egi
ven?
We
are
alls
ubje
ctto
influ
ence
from
our
subo
rdin
ates
,pee
rsan
dsu
perio
rsat
wor
kw
ithou
tthe
need
forf
orm
alor
ders
bein
ggi
ven
orfo
llow
ed.W
hile
ther
ear
eso
me
role
sw
hich
will
obvi
ousl
yre
quire
you
toha
vea
fair
amou
ntof
influ
enci
ngsk
ills
–sa
les
staf
f,m
arke
ting
peop
le,e
tc.–
enlig
hten
edem
ploy
ers
will
reco
gnis
eto
oth
atth
ere
may
beoc
casi
ons
whe
reyo
une
edto
gett
hing
sdo
neby
othe
rsw
hen,
stric
tlysp
eaki
ng,y
oudo
n’th
ave
the
auth
ority
tode
man
dor
inst
ruct
them
tobe
done
.For
exam
ple,
prod
uctio
npe
ople
will
alw
ays
beat
odds
with
mai
nten
ance
peop
ledu
eto
the
conf
lictin
gag
enda
sth
eyha
ve:p
rodu
ctio
nw
illal
way
sbe
wis
hing
topr
oduc
e,w
hile
mai
nten
ance
will
alw
ays
seek
toha
vepr
oduc
tion
stop
ped
inor
derf
orm
aint
enan
ceto
beca
rrie
dou
tpro
perly
.So,
asyo
uca
nse
e,yo
uha
vepr
obab
lyap
plie
dfo
rapo
sitio
nw
here
your
abili
tyto
influ
ence
othe
rsis
anim
port
antp
art
ofyo
urjo
b–
whe
ther
itis
inth
ejo
bde
scrip
tion
orno
t!
WhenIwasonworkplacementfromuniversity,mysupervisor,a
marketingmanager,askedmetoassemblefivehundredpresskitsfora
mailing.Iwasn'tsureinwhatorderthepagesandpressreleases
shouldgo,butmysupervisorhadalreadyleftforaclientmeeting.
Afraidofputtingtheinformationtogetherinthewrongorder,I
managedtotrackdownhermobilephonenumberandcalledherin
hercar.Sheexplainedtheorderofthematerialsoverthephone,andin
theendImanagedtopreventamistakethatwouldhavecosthoursof
workandadelayinthemailing–nottomentionafewheadaches.
How
doyo
uus
ually
goab
out
solv
ing
apr
oble
m?
The
inte
rvie
wer
will
wan
tto
hear
the
logi
cyo
uus
eto
solv
epr
oble
ms
asw
ella
sth
eou
tcom
esyo
u're
able
toac
hiev
e.Ar
eyo
ude
cisi
ve?
How
doyo
una
rrow
the
optio
nsan
dm
ake
deci
sion
s?W
hatd
ope
ople
say
abou
tyo
urre
ason
ing
skill
s?
WhenIneedtosolveaproblem,Ioftenstartbywritingdownasmany
ideasasIcanthinkofaboutpossiblecauses.NextIlookforrelationships
amongthecausessoIcangrouptogethersymptomsofbiggerproblems.
Usually,afterIstudythesegroupsofproblems,therealcausebecomes
readilyapparent.Icanthendevisearoutetogettingaresolution.
Wou
ldyo
usa
yyo
uar
ego
odat
mak
ing
deci
sions
?It’
stim
eon
cem
ore
toad
mit
your
falli
bilit
yI'm
afra
id.T
here
isno
tasin
gle
one
ofus
who
has
notm
ade
ade
cisio
nin
ourl
ives
that
has
turn
edou
tto
beth
ew
rong
one.
This
answ
eris
shor
tand
swee
t,bu
tirr
efut
able
.
Idohavemyownpreferredstyleofmakingdecisionsandthatis,likemost
peopleIguess,incircumstanceswhereallthefactsaretohandandIhave
enoughtimetoweighuptheoptionsproperlyandthencometoa
reasoneddecision.Thatisnotalwayspossibleofcourseandsometimeswe
havetogowithwhat'savailable.We'veallmadedecisionswhichturned
outtobethewrongone.Hindsightis20–20visionafterall.However,I
hopethatanywrongdecisionIhavemadeinthepasthasleftitsmarkon
mesothatIcanlearnfromitandavoidmakingthesamemistakeagain.
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qualificationthattheywouldgainwouldbebroadlysimilartothose
attendingthecollegecourse,sothatwasabonus.Ialsosuccessfully
negotiatedapartialrefundfromthecollegefortheguyswetookout
astheyhopedtogetmorebusinessfromusinthefuture.Inhindsight,
perhapsIshouldhavehadmoredialoguewiththosewhoweregoing
tobeaffectedbythetrainingandsoughttosupplyatraining
methodologytosuittheirneeds.
This
answ
erco
ntai
nsal
lthe
esse
ntia
lele
men
ts:a
nou
tline
ofth
eci
rcum
stan
ces;
your
initi
alap
proa
ch;y
ourr
ecog
nitio
nth
atit
was
n’t
wor
king
;you
rgat
herin
gof
data
toco
me
upw
ithan
alte
rnat
ive
solu
tion;
the
impl
emen
tatio
nof
that
solu
tion
and
itssu
bseq
uent
succ
ess;
and
final
lya
reco
gniti
onof
whe
reyo
uw
entw
rong
inth
efir
stpl
ace.
Wha
tha
veyo
udo
neto
prog
ress
your
educ
atio
nto
date
?Ob
viou
sly
Ican
nots
tate
here
wha
tyou
shou
ldbe
sayi
ngin
term
sof
form
aled
ucat
ion
beca
use
you
will
allh
ave
diff
eren
texp
erie
nces
.H
owev
er,e
duca
tion
com
esin
man
yfo
rms
–an
dyo
ush
ould
talk
with
enth
usia
smab
outt
his
…
Well,IleftschoolwithafewGCSEsandoneAlevelandstartedin
companyABC’ssalesdepartment.Thecompanysoldhouseandcar
insuranceviatheircallcentres.AfterIhadreceivedmyinitialtraining
forthejobIwastakenonfor,therewereafewopportunitiesformeto
attendshorttrainingsessionssuchasassertivenesstrainingand
customercareetc.,butIrealisedIwascapableofalotmoresoIasked
myteamleaderifIcouldperhapsspendsometimeinother
departments,suchastheunderwritersroom.Theyseemedtobe
pleasedwithmyenthusiasmsotheyletmespendamonthwatching
andlearningwhattheydidinthatdepartment.Asaresult,whena
vacancycameupIwastheobviouschoicefortheroleandgota
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positioninthere.WhenIwasthere,Iaskedthecompanytosupportme
ingoingtonightschooltogaininsurancequalification,andI’m
pleasedtosaythattheydid–asyoucanseefrommyapplication.
This
answ
erco
nvey
sse
vera
latt
ract
ive
qual
ities
from
the
empl
oyer
’spe
rspe
ctiv
e:en
thus
iasm
,loy
alty
,aw
illin
gnes
sto
broa
den
your
skill
base
,a
reco
gniti
onof
the
impo
rtan
ceof
indu
stry
-spe
cific
form
alqu
alifi
catio
nsan
da
desi
reto
bepr
oact
ive
inyo
urca
reer
.
Doyo
uth
ink
you
are
over
qual
ifie
d?W
hyon
eart
hw
ould
anin
terv
iew
eras
kyo
uth
isqu
estio
n?Di
dn’t
they
read
your
CVbe
fore
they
deci
ded
toin
terv
iew
you?
You
can
safe
lyas
sum
eth
atth
isis
notr
eally
aniss
uefo
rthe
mot
herw
iseth
eyw
ould
have
disc
arde
dyo
uat
first
sift.
Wha
tthe
yar
ere
ally
tryi
ngto
gaug
eis
ifth
eyha
vebe
enlu
cky
enou
ghto
beab
leto
buy
aFe
rrar
ifor
the
cost
ofa
BMW
.
Turn
the
tabl
eson
them
.‘WhydoyouthinkI’moverqualified?Tellme
whatyourconcernis?
’Wai
tpat
ient
lyfo
ran
answ
er.D
ono
tbe
surp
rised
ifth
eyar
eflu
ster
edan
dst
rugg
leto
expl
ain.
Ifth
eyre
spon
dth
atth
eco
ncer
nis
that
you
are
goin
gto
getb
ored
,rep
lyw
ithso
met
hing
alon
gth
elin
esof
that
you
are
dedi
cate
dan
ddo
n’ts
tart
proj
ects
that
you
don’
tcom
plet
e.Sa
y‘MyhopeisthatIcandothejobsufficientlywellto
berecognisedforthisandmaybethiswillhelpmeprogressinthe
companyinduecourse
’.
Doyo
um
ind
repo
rtin
gto
som
eone
who
isyo
unge
rth
anyo
u?Ea
sily
coun
tere
dw
ith,‘Absolutelynot,Irespectcompetencyandposition
andhavenoproblemworkingwithpeoplewhohaveobviouslyproven
themselvesinthepasttobeworthyoftheirposition
.’
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QU
ESTI
ON
SA
BOU
TYO
UR
DEC
ISIO
N-M
AK
ING
SKIL
LSA
ND
JUD
GEM
ENT
Ques
tions
like
thes
ear
eus
edin
ever
yco
ntex
t,ho
wev
erju
nior
the
posi
tion
may
beth
atyo
uar
eap
plyi
ngfo
r.W
eal
lhav
eto
mak
ede
cisi
ons
ever
yda
yan
dit’
sth
em
etho
dolo
gyof
how
you
reac
hyo
urco
nclu
sion
onho
wto
actt
hatt
hein
terv
iew
eris
look
ing
forh
ere.
Asm
uch
asyo
um
ayth
ink
you
have
ana
tura
linn
ate
skill
and
are
gett
ing
itrig
ht,t
here
ality
isth
atyo
uW
ILL
follo
wso
me
form
oflo
gica
lpro
cess
inyo
urm
ind
befo
reyo
um
ake
ade
cisi
on.
Ther
ear
eno
right
and
wro
ngan
swer
she
re,b
utm
yto
ptip
fory
ouis
tore
alis
eth
atdi
ffer
entf
orm
sof
deci
sion
-mak
ing
are
appr
opria
tefo
rdi
ffer
ents
ets
ofci
rcum
stan
ces.
Itm
ayw
ellb
eth
atin
anid
ealw
orld
you
wou
ldsi
tdow
nan
dga
ther
allt
hefa
cts
infr
onto
fyou
and
wei
ghea
chon
eup
care
fully
befo
rem
odel
ling
poss
ible
outc
omes
and
cons
eque
nces
ofea
chro
ute
you
mig
htta
kebe
fore
deci
ding
onth
eon
eco
urse
ofac
tion
that
offe
rsth
ele
astr
isk/
bigg
estr
etur
net
c.,b
utlif
ebe
ing
wha
tit
isyo
uw
illso
met
imes
have
tom
ake
deci
sion
sba
sed
ongu
tins
tinct
orin
com
plet
efa
cts.
It’s
how
you
trea
tthi
ssi
tuat
ion
and
how
you
reac
tto
the
resu
ltth
atis
impo
rtan
ther
e.As
Ihav
esa
idel
sew
here
inth
isbo
ok,
dono
tbe
afra
idto
shar
ean
expe
rienc
eth
atw
asle
ssth
anha
ppy
inits
outc
ome.
Ifyo
uca
nde
mon
stra
tea
less
onle
arne
dyo
uw
illha
vede
mon
stra
ted
both
resi
lienc
ean
dth
eab
ility
topr
ogre
ssto
your
inte
rvie
wer
,and
both
ofth
ese
qual
ities
will
earn
you
big
Brow
nie
poin
ts!
Tell
usab
out
are
cent
situ
atio
nin
whi
chyo
uha
dto
bere
ach
ade
cisi
onw
itho
utha
ving
all
the
fact
s.Al
thou
ghth
isex
ampl
em
ayse
emtr
ivia
l,it
dem
onst
rate
sm
atur
ityan
dan
abili
tyto
appr
oach
wor
kco
ncep
tual
ly.T
hein
terv
iew
erw
illw
antt
okn
owth
atyo
uun
ders
tand
that
just
gett
ing
the
job
done
isn'
teno
ugh.
Your
resp
onse
shou
ldsh
owre
sour
cefu
lnes
san
din
itiat
ive.
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5
Itscl
ever
topu
tthi
sla
stbi
tin,
asal
lcom
pani
esw
ould
like
topr
ide
them
selv
eson
thei
rlev
elof
cust
omer
serv
ice,
and
wou
ldse
eth
emse
lves
inyo
uby
your
obvi
ousl
yhi
ghly
deve
lope
dcu
stom
erse
rvic
esk
ills!
Give
me
anex
ampl
ew
hen
you
have
give
nex
celle
ntcu
stom
erse
rvic
e.Ag
ain,
the
tem
ptat
ion
here
isto
cite
som
eex
ampl
ew
here
you
clim
bed
upto
the
sum
mit
ofM
ount
Ever
est,
soug
htou
tthe
expe
ditio
nle
ader
and
said
:‘H
ere,
you
left
your
chan
geon
the
coun
ter!’
Inte
rvie
wer
sar
ere
alis
tic(h
ones
t)so
am
ore
mun
dane
exam
ple
ofw
here
you
just
did
that
little
bite
xtra
and
help
edso
meo
ne’s
day
beth
atlit
tlebi
tbet
teri
spe
rfec
tlyac
cept
able
here
.
Wereceivedarequestinourofficeforanapplicationformforan
officerolewehadadvertised.Oneoftheguyscameinfromtheshop
floorwithhisgreasyoverallsandmuckyhandstocollectone.Hewasa
bitself-consciousgiventhenatureoftherolehewasapplyingforwas
whitecollarandhehadalwaysbeenabluecollarworker.Duringthe
processofgettingtheblankformIchattedtohimthewholetime
tellinghimhowgooditwasthathewasapplyingandhowhewould
standagoodchanceofgettingitwithhisexperienceinthecompany
etc.Aswellasgivinghimtheform,IgavehimanA4envelopesohe
wouldn’tneedtofoldtheform,andthenputthewholeshebangintoa
biggerenvelopesothestuffwouldn’tgetdirtyfromhishands.Thelook
onhisfacemademerealisethatIhadmadeagoodimpressiononhim.
Thiswasbackeduplaterafterhedidn’tgetthejobwhenhepoppedin
toseemetosaythanksforthesupport.
Not
hing
eart
hsh
atte
ring,
buta
touc
hing
little
stor
yw
hich
show
syo
ursk
ills.
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Whi
chis
mor
eim
port
ant
toyo
u,th
ejo
bit
self
oryo
ursa
lary
?Ah
,now
Ibet
you
are
thin
king
that
they
are
tryi
ngto
gety
outo
adm
itth
atyo
uar
ea
gree
dy,g
rasp
ing
sod,
now
aren
’tyo
u?In
terv
iew
ers
are
real
istic
you
know
.Whi
lsts
urve
yste
llus
that
mon
eyis
n’ta
lway
sth
em
osti
mpo
rtan
tthi
ngab
outw
ork,
ther
ear
eda
mn
few
ofus
who
wou
ldw
ork
forf
ree!
It’s
OKto
men
tion
sala
ryin
your
resp
onse
.
LikemostpeopleIsupposeIamlookingforasalaryandbenefits
packagecommensuratewithmyexperienceandqualifications,and
therelativeworthyouhavealreadyplacedupontherole.Howeverto
meit’scrucialtobeinajobIenjoydoingandfeelthatIammakinga
genuinecontributiontothesuccessoftheCompany.
Why
shou
ldw
eem
ploy
you
rath
erth
anon
eof
the
othe
rca
ndid
ates
?Ou
ch!Y
oudi
dn’t
see
that
one
com
ing,
did
you?
Shou
ldyo
ure
ally
bene
gativ
eab
outt
heot
herc
andi
date
sto
pain
tyou
ina
bett
erlig
ht?
Ofco
urse
not.
How
coul
dyo
ube
?Yo
udo
n’tk
now
them
from
Adam
!The
inte
rvie
wer
wan
tsto
know
wha
tuni
que
qual
itym
akes
you
the
best
pers
onfo
rthe
job.
Todi
ffer
entia
teyo
urse
lffr
omth
eot
herc
andi
date
s,yo
um
usts
how
that
you
have
rese
arch
edth
eco
mpa
nyth
orou
ghly
and
stud
ied
the
job
desc
riptio
n.Yo
ush
ould
bepr
epar
edto
dem
onst
rate
clea
rlyho
wyo
ursk
ills,
qual
ifica
tions
,and
acco
mpl
ishm
ents
mat
chth
eem
ploy
er’s
spec
ific
need
s.It
isim
port
antt
oco
nvey
genu
ine
enth
usia
smfo
rthe
post
.You
mig
htw
antt
ofin
ish
with
:
OfcourseIhavenoideaofthequalityoftheothercandidates,
althoughtheymustbeofahighqualityforyoutointerviewthem.
HoweverIwouldliketothinkthatbytheendofthisinterviewIwill
havedoneenoughtoconvinceyouthatIhaveeverythingthatyouare
lookingforandthatIamthebestchoiceinthisinstance.
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5
66
•H
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S
Inyo
urjo
b,w
hat
is‘g
ood
enou
gh’?
Big
flash
ing
gree
nlig
ht!B
igfla
shin
ggr
een
light
!Thi
sis
ape
rson
alin
vita
tion,
copp
erpl
ate
scrip
ton
hand
-too
led
vellu
m,d
eliv
ered
bya
foot
man
infe
tchi
ngw
hite
stoc
king
san
dsc
arle
tslip
pers
!Thi
sis
your
oppo
rtun
ityno
tonl
yto
unde
rline
your
wor
ket
hic,
buta
lso
tore
info
rce
your
appr
oach
toqu
ality
.
Well,itwouldbeeasyformetosithereandsaythattobegood
enoughIhavetoproducetheworkrequiredofmetoanacceptable
qualityandontime.However,myownpersonalstandardsarehigher
thanthat.IliketolookforwaystoaddthatlittlebitextratowhatIdo.
Itmaybesomethingassimpleashanddeliveringsomethingto
someoneratherthanputtingitintotheinternalmail,orproducinga
setofcomparisonfigurestocontrastagainst,ratherthanassuming
thereaderofthenewfigureswilldothatanyway.IsupposeIaman
advocateofcontinuousimprovement–notchangeforchange’ssake,
butI’malwayslookingforabetterwayofdoingthingswhilst
respectingexistingtraditions.
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3
The
first
isby
selli
ngm
ore
toex
istin
gcu
stom
ers.
(Thi
sca
nbe
diff
icul
t–th
eam
ount
they
purc
hase
from
you
isde
term
ined
byfa
ctor
sto
tally
beyo
ndyo
urco
ntro
l.G
row
thin
sale
sto
exis
ting
cust
omer
ste
nds
tobe
asl
owpr
oces
s.Im
agin
eit
like
the
rela
tions
hip
betw
een
am
anan
da
wom
an.A
tfirs
tthe
gift
sco
me
thic
kan
dfa
stbe
fore
leve
lling
outt
obe
ing
just
atCh
ristm
as,b
irthd
ays
and
spec
ialo
ccas
ions
…).
The
seco
ndis
byin
crea
sing
the
sale
sba
seby
attr
actin
gne
wcu
stom
ers.
Wha
tthe
inte
rvie
wer
does
notw
antt
ohe
aris
anac
coun
tofy
our
fant
astic
cold
-cal
ling
skill
san
dho
wm
any
new
cust
omer
syo
uat
trac
ted
bysh
eers
tren
gth
ofyo
urpe
rson
ality
.Rat
hert
hey
are
look
ing
fora
spec
ific
inst
ance
whe
reyo
use
cure
da
sale
with
ano
torio
usly
retic
ent
cust
omer
orw
here
the
sale
was
adi
rect
resu
ltof
YOU
Ref
fort
s.
IrememberatimeafewmonthsagowhenIreceivedanenquiryfrom
alocalbusinessrelatingtoaproductwestocked.Thisgentlemanhad
veryspecificneedsandwasabletoquotetheexactspecificationofthe
itemalmostasifhehaddesignedthething.Icalmlynoteddownhis
enquiryandtookhisnumbersothatIcouldcallhimback.Awarethat
thiscouldleadtobiggerandbetterthings,IaskedHIMwhatwouldbe
thebesttimetocallhimbackwiththepriceanddeliveryinformation
heneeded.Icould’veactuallygivenhimhisanswersthereandthen,
butIwantedtorunpastmysupervisorfirstmyideaaboutgivingthis
newcustomerourtop-leveldiscountandhavingtheparttakenoverto
himthatday.Afterall,Ithought,ifithadbeenanexistingcustomer,
we’dhaveonlymadethesmallermarginanyway,andintermsofthe
costofsamedaydelivery,itwasa‘sprattocatchamackerel’.I’m
pleasedtosaythatthecustomerwasdelightedandwegotlotsofnew
businessfromhimafterwards.Imadesurethoughintheearlydaysit
wasonlymewhodealtwithhiminordertobuildasustainable
relationshipwiththecustomer.Isupposeyoucouldsayitwasbecause
thatItookpersonalresponsibilityforuskeepingourpromisestohim.I
wasevenawarelateronthatsomeoftheitemswesuppliedtohimhe
couldhavesourcedelsewherelocallyabitcheaper,butobviouslythe
goodservicewaswhatmatteredtohimthemost.’
QU
ESTI
ON
SA
BOU
TYO
UR
CUST
OM
ERA
WA
REN
ESS
Wha
t,in
your
view
,mak
esit
diff
icul
tto
rela
tew
ellt
oce
rtai
ncu
stom
ers?
This
ques
tion
isty
pica
loft
heap
proa
chm
any
inte
rvie
wer
sta
keno
wad
ays.
Inst
ead
ofas
king
ques
tions
that
allo
wyo
uto
dem
onst
rate
how
easy
itis
fory
outo
doyo
urjo
ban
dho
ww
onde
rful
ever
yone
thin
ksyo
uar
e,th
equ
estio
nsco
ncen
trat
eon
wha
tsom
em
ight
cons
ider
as‘fa
ilure
s’or
atle
astt
imes
whe
nth
ings
have
n’tg
one
sow
ell.
Agai
n,fe
arno
t,as
itgi
ves
you
ach
ance
tosh
owho
wre
silie
ntyo
uar
ean
dho
wfle
xibl
ean
dad
apta
ble
you
are.
Fort
his
ques
tion
you
shou
ldbe
focu
sing
onth
efa
ctth
atcu
stom
ers
com
ein
alls
hape
s,siz
esan
dty
pes
and
that
ther
ew
illbe
,on
occa
sion,
times
whe
nyo
uen
coun
tera
cust
omer
that
you
don’
tnat
ural
ly‘g
el’w
ith.
OnoccasionIhavehadtodealwithashouty,irate,greedyand
downrightrudecustomer.WhileinsideImightfeelmortifiedand
offendedattheirbehaviour,IrealisethatIhavetobeprofessionaland
maintainacalmdemeanour.Iallowthemtorantandraisetheirvoice
forabitandatalltimesIkeepmyvoiceonanevenlevel.Iallowthem
toblowthemselvesout.Idon’ttaketheirviewspersonallybecauseit’s
notmetheyarereallyhavingagoat,buttheirfrustrationisbeing
ventedatme,asthepublicvoice/faceofthecompany.Iwouldnever
reactlikethattoasimilarsituation,soIcannotreallyunderstand
whatmotivatesthemtobesoawful.SowhileImaynotbeableto
relatetothemonthatlevel,atleastIcanstilldealwiththeminaway
thatIknowisprofessionalandhopefullywillresolvetheproblem.
Tell
me
abou
ta
rece
ntsi
tuat
ion
whe
nyo
uha
dto
build
are
lati
onsh
ipw
ith
ane
wcu
stom
er.
Fora
llcu
stom
er-f
acin
gro
les
you
can
alm
ostg
uara
ntee
that
this
ques
tion
will
com
eup
.Abu
sine
ssca
non
lygr
owin
two
way
s.
QQ92
•H
OW
TOA
NS
WER
HA
RD
INTE
RV
IEW
QU
ESTI
ON
S
QU
ESTI
ON
SA
BOU
TYO
UR
STRA
TEG
ICTH
INK
ING
You
may
thin
kth
atth
isse
ctio
nis
notr
eally
fory
ouan
dbe
tem
pted
tosk
ipby
itbe
caus
eyo
u’ve
neve
rwor
ked
ina
role
whe
reyo
u’ve
been
expe
cted
toth
ink
‘stra
tegi
cally
’–do
n’t!!
Stra
tegy
isno
tall
abou
ttop
-le
velc
orpo
rate
deci
sion
-mak
ing
or‘b
lue-
sky
thin
king
’nee
ding
the
men
talc
apac
ityof
Eins
tein
.It’s
abou
tthi
nkin
gfu
rthe
rahe
adth
anth
eco
mpl
etio
nof
the
curr
entt
ask.
Ibet
you
doit
allt
hetim
ebu
tjus
tdon
’tgi
veit
such
agr
and
nam
eas
‘stra
tegy
’.
Onc
eyo
u’ve
read
som
eof
my
exam
ples
,hav
ea
thin
kab
outt
imes
whe
nyo
uha
velo
oked
furt
hert
han
the
end
ofyo
urno
se.M
aybe
itw
assi
mpl
yor
gani
sing
your
diar
yor
even
play
ing
the
‘long
gam
e’in
term
sof
offic
epo
litic
s.
‘Inw
hat
past
situ
atio
nsha
veyo
ush
own
mos
tev
iden
ceof
visi
onar
y/st
rate
gic
thin
king
?’Th
isqu
estio
nis
aim
eddi
rect
lyat
you
toge
tyou
tode
scrib
ean
occa
sion
whe
reyo
uth
ough
tabo
utth
ings
from
aw
ider
pers
pect
ive.
The
tric
khe
reis
nott
ogo
into
too
muc
hde
tail
beca
use
that
will
ultim
atel
ybo
reyo
urin
terv
iew
ers.
They
will
noth
ave
the
sam
ete
rms
ofre
fere
nce
that
you
have
and
will
notb
eab
leto
know
abou
tthe
char
acte
rsin
volv
ed.L
ike
all
your
answ
ers
inth
ein
terv
iew
,the
ysh
ould
beco
ncis
ebu
twith
suff
icie
ntde
tail
toge
tthe
high
light
sac
ross
.Aty
pica
lans
wer
wou
ldbe
:
Inmydepartmentwebasicallyprocessedpapersthatcamefrom
anotherdepartment.Oncewehaddoneourbit,thepaperswenttoa
thirddepartmentforthemtoworkon.Itmeantthateachofthethree
departmentswasonlyawareoftheirbitofthepuzzle.Lookingateach
pieceoftheprocesslikethatwasjustthewaythingshadalwaysbeen
done.Inrealitywhatitmeantwasthattherewaslotsandlotsof
communicationviae-mailsandtelephoneconversationsthroughout
Q
CO
MM
ON
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•6
7
68
•H
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S
thedaywherepeoplewereseekingconfirmationofsomethingbeing
doneorclarificationonapoint,etc.Wewereevenondifferentfloorsin
thebuilding,sonippingintothenextofficewasn’toneither.Itooka
proposaltomybossoutliningmyplansformultidisciplinaryteams,
teamsmadeupofrepresentativesofallthreedepartments.My
rationalewasthatwecouldeachhaveaclientbaseorsetofkey
accountssothatbetweenuswewouldhandlealltheirneedsfrom
enquirytodispatch.Italsomeantthattheclientcouldhaveasingle
pointofcontactwithourfirmforalltheirenquiries,nomatterwhat
thesubjectwas.Iexplainedtomybossthattherewouldbetraining
needsforusallwherewewouldallneedtoacquiretheskillsnecessary
todotwojobspreviouslydonebyothers.Itwouldalsomeansome
officemovingandequipping,becauseIthoughtthatwe’dneednew,
roundtables,soeachteamcouldworkfacingeachothermakingit
easierforinformationtoflowroundtheteam.Wehadhadaproblem
withpeopleleavingbeforeduetotherepetitivenatureofthework,
andIwassurethatthisnewwayofworkingwouldhelpcounterthat,
duetotheincreaseinvarietyfortheindividual.Thecustomerwould
receiveaslickeroperationtoo.I’mpleasedtosaythatwetrialleditin
ourbranchanditworkedsowellthatwerolleditoutthroughoutthe
country.Mybosscomplimentedmeon‘seeingthebiggerpicture’and
madementionofitduringmyappraisal.
This
answ
erno
tonl
ysh
ows
aco
ntin
uous
impr
ovem
enta
ttitu
de,b
utth
atyo
uw
ere
able
tode
mon
stra
tean
abili
tyto
thin
kof
the
wid
erim
plic
atio
nsfo
rthe
orga
nisa
tion,
notj
ustt
hete
amyo
uw
ere
wor
king
in.
CO
MM
ON
INTE
RV
IEW
QU
ESTI
ON
S…
AN
DH
OW
TOA
NS
WER
THEM
•9
1
Are
you
appl
ying
for
othe
rjo
bs?
Beca
refu
lon
this
one.
You
don’
twan
tto
give
the
inte
rvie
wer
the
impr
essi
onth
atyo
uw
illta
keth
efir
stjo
bth
atpr
esen
tsits
elf.
Your
answ
erw
illbe
dete
rmin
edby
the
reas
onw
hyyo
uha
veap
plie
dfo
rthi
sro
lean
yway
.Circ
umst
ance
sm
ayha
vele
ftyo
uw
ithou
tajo
ban
dyo
uar
een
deav
orin
gto
getb
ack
into
empl
oym
ent,
oryo
um
aybe
look
ing
for
ach
ange
.Exp
lain
that
you
have
(ifth
isis
the
case
)app
lied
toot
her
com
pani
esth
atw
ould
bew
ells
erve
dby
your
expe
rienc
e,kn
owle
dge
and
skill
san
dw
hoar
eof
ferin
gex
citin
gpo
sitio
ns.‘However,thisroleis
theoneIamtrulykeentoland
.’
Q
Whatpreventsmefromgettingitalldone?Well,theusualthings,I
suppose:telephonecalls,e-mails,colleaguesandbossesinterrupting
me!Myapproachistotryandbedisciplinedwithmytime.Iwillhaveset
timesforansweringe-mailsormakingcallswherepossible,although
youhavetobeflexibletootocopewithwhatthejobthrowsatyou.
Wha
tyou
have
done
here
isde
mon
stra
ted
anex
celle
ntgr
asp
oftim
e-m
anag
emen
tski
lls–
asta
ught
bym
any
repu
tabl
ean
dfin
eor
gani
satio
ns.E
ven
ifyo
udo
n’te
mpl
oysu
chte
chni
ques
,atl
east
beaw
are
ofth
emso
that
you
mig
htqu
ote
them
inth
ein
terv
iew
situ
atio
n.
Whe
redo
you
wan
tto
bein
five
year
sti
me?
Agai
n,th
eirm
otiv
efo
rask
ing
you
isno
tnec
essa
rily
tose
eif
you
wou
ldbe
look
ing
tom
ove
on,b
utm
ore
tose
eif
you
inde
edha
vefir
ein
your
belly
and
wan
tto
prog
ress
.You
mus
tnev
erbe
afra
idof
this
ques
tion.
It’s
anex
celle
ntop
port
unity
fory
outo
big
your
self
upan
dto
tell
them
wha
tthe
yre
ally
wan
tto
hear
.‘I'dliketobeinachallengingposition,
whetherit’sthisoneorapromotedrole,withinthiscompany,and
possiblywithmoreresponsibility
.’
Whi
chis
mor
eim
port
ant:
crea
tivity
oref
ficie
ncy?
Why
?Th
isis
nota
tric
kqu
estio
n.In
fact
,Ith
ink
itis
anex
celle
ntqu
estio
n.Th
ere
isno
right
answ
er,b
utyo
um
ight
like
totr
y:WellIthinkthere
oughttobeabalancebetweenthetwo.Efficiencyseesthemost
immediateresults,butlongtermgrowthdependsoncreativity.First
draftsofcreativityarerarelyefficientanyway,soIliketothinkIhave
skillsinbuildinguponoriginalideas,refiningandhoningthemintoa
workableshape.’
90
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S…
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OW
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WER
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•6
9
Wha
tdo
you
see
asth
em
ain
thre
ats
toou
rbu
sine
ssin
the
long
term
?W
hat
can
we
doto
ensu
relo
ng-t
erm
succ
ess?
AsIh
ave
said
earli
erin
this
book
,mos
tem
ploy
ers
will
expe
ctyo
uto
have
rese
arch
edth
emto
som
eex
tent
onth
ein
tern
etor
inth
elib
rary
.Th
isap
proa
chw
illgi
veyo
ulo
tsof
stat
istic
san
dfa
cts
abou
tthe
m–
ones
that
they
wis
hyo
uto
know
.Wha
taco
mpa
ny’s
web
site
will
not
give
you
isin
form
atio
non
thei
rcom
petit
ors
orth
est
ate
ofth
em
arke
tth
atth
eyar
ein
,ord
evel
opm
ents
that
thei
rcom
petit
ors
have
that
may
influ
ence
thei
rpos
ition
inth
em
arke
tpla
ce.M
yad
vice
toyo
uth
enis
that
whe
nyo
udo
your
rese
arch
,fin
dou
twho
thei
rdire
ctco
mpe
titor
sar
ean
dgo
toth
eirw
ebsi
tes
too.
Try
toge
tagl
obal
view
poin
toft
heir
mar
keta
sa
who
le.A
skyo
urse
lfw
hate
xter
nali
nflu
ence
sth
ere
are
onth
eirp
rodu
cts
orse
rvic
es.F
orex
ampl
e,ch
ange
sin
legi
slat
ion,
such
asth
ein
trod
uctio
nof
smok
e-fr
eew
orkp
lace
sm
ayha
vea
nega
tive
effe
cton
orga
nisa
tions
that
mak
epr
oduc
tsre
late
dto
smok
ing
–to
bacc
o,pa
per,
filte
rs,e
tc.–
butm
ayha
vea
posi
tive
effe
cton
thos
eor
gani
satio
nspr
ovid
ing
empl
oyer
sw
ith‘n
osm
okin
g’si
gns,
orw
hom
anuf
actu
resm
okin
gsh
elte
rset
c.A
typi
cala
nsw
erw
ould
be:
Asyourorganisationmanufacturesbreadandbakeryproducts,I
believethatitmaybesubjecttoexternalinfluencessuchastheprice
ofgrainbecausepoorharvestsingrain-producingcountriescanhave
adramaticeffectonyourrawmaterialcosts.I’msuretheAtkinsDiet
crazehadanegativeeffecttoothroughpeopleconsumingless
carbohydrates,butIthinktheseeffectsaremorelikelytobeshortlived.
I’dbetthatifwehadalong,drysummer,morepeoplewouldbehaving
barbecues,andashamburgersareverypopularforbarbecues,then
peoplewillneedmorebreadrollstoputthemin.Duringmyresearch
onyourcompanyanditscompetitors[it’sgreatifyoucanactually
TELLthemyou’vedoneresearch]IseethatXYZBakeriesand
UbiquitousBakerieshavebothopenednewplantsinthispartofthe
Q
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country.Thiswouldtellmethatthisisstillagrowingmarketforthem
toinvestinnewplant,andtheymightseebenefitsfromeconomiesof
scaleastheygetlarger,whichwoulddrivetheircostsdown,making
themmoreprofitableandthereforemorecompetitive.Ialsosawthat
XYZhavedevelopedanewprocesswhichreducesthebakingtimeofa
loafby20percent.Thiswillalsomakethemtoughtocompeteagainst.
Iwouldsayinordertosecurethelong-termsuccessofyourbusiness
youwillneedtoensurethatyouarekeepingupwithtechnological
advancesinthemanufactureofyourproduct.Youwillalsohavetotie
yoursuppliersdowntodealsthatsecureyoursupplyofrawmaterial,
withminimalfluctuationsinprice,andyouwillneedtoensurethat
yourdistributionsystemisatleastasgoodasyourcompetitorsto
enableyoutokeepabreastofthemintermsofgettinggoodsto
marketasfreshasispossible.
This
answ
erde
mon
stra
tes
your
com
mer
cial
and
busi
ness
acum
enby
offe
ring
the
empl
oyer
ach
ance
tose
eth
atyo
uca
nde
velo
pan
opin
ion
base
don
vario
usso
urce
sof
info
rmat
ion
–an
dno
tjus
treg
urgi
tate
the
corp
orat
ebl
urb.
CO
MM
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IEW
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AN
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•8
9
Tell
usab
out
how
you
norm
ally
cope
wit
ha
lot
ofw
ork.
�W
here
doyo
ust
art?
�W
hat
doyo
udo
toen
sure
ital
lget
sdo
ne?
�W
hat
prev
ents
you
from
gett
ing
ital
ldon
e?Ih
ave
delib
erat
ely
incl
uded
thes
equ
estio
nsin
the
cont
inuo
usim
prov
emen
tsec
tion
asgo
odan
swer
sto
thes
ew
illde
mon
stra
teyo
urab
ility
tore
cogn
ise
and
setp
riorit
ies
and
befle
xibl
ein
your
appr
oach
,al
lofw
hich
show
that
ther
eis
noon
ean
swer
toan
ypr
oble
man
dth
atth
eab
ility
tom
ake
impr
ovem
ents
and
adju
stm
ents
toyo
urap
proa
chm
ake
fora
cont
inua
llyim
prov
ing
perf
orm
ance
.
IhaveworkedinmanyroleswhereIamunderpressuretogetthework
doneaccuratelyandontime.Istarteverymorningwithamodified‘To
Do’list.ApartfrombeingasimplelistofthingsIneedtogetthrough,
Idividethemintofoursections:‘Urgent’,‘Important’,‘NotUrgent’and
‘NotImportant’.Ithenlookatthetasksanddecidewhichcategories
theyfallinto.Ofcoursetheycanbe‘Urgent’and‘NotImportant’or
‘Important’but‘Noturgent’toooranycombination,andit’sthe
‘Urgent’and‘Important’thatIworkonfirst,withthe‘NotImportant’
and‘NotUrgent’goingtothebottomofmylist.Ofcourse,atask’s
statuscanchangeatanytimeandmaymoveupordownthelist,soto
makeiteasierformeIhaveaclipboardpermanentlymarkedwiththe
fourcategoriesontowhichIstickthetaskswrittenonpost-itnotes.
Thatwayitseasytoseewhereanytaskisintermsofstatus.Whena
taskiscomplete,Iremovethepost-itfrommyclipboard.
Iensureitallgetsdonebyreferringtothe‘expirydate’Iwriteatthe
bottomofeachpost-itnoteandmakesurethesedeadlinesaremet.At
theendofthedayIalwaysgooverwhatisleftontheboardand
reconsidertheirstatus.IfadeadlineisloomingImaymoveitintothe
‘Urgent’categoryforinstance.
Q
Prod
uctio
n-ba
sed
exam
ple:
’WhenIworkedforMegaCrispsLtdattheirpotatocrispfactory,Iwas
employedasamachinesetter.Oneofmyjobsinvolvedremovingacircular
drumwhichhadaround20sharpbladesinitscircumferencethrough
whichthepotatoespassedtobeslicedintotheirfinalthicknessbefore
theywerefried,flavouredandbagged.Iwasinstructedtowatchadisplay
whichshowedaneverreducingtimereadingcountingdownfromfour
hoursdowntozero.Atthatpoint,Iwastoremovethedrumandreplace
thebladesbeforeputtingitbackintoproduction.Thebladeswhichsliced
thepotatoesonlyhadaproductionlifeoffourhoursbeforetheybecame
tooblunttoslicecleanly.IrealisedafterabitthatIwastakingadrum
offline,replacingtheblades,thenputtingthedrumbackintoproduction
again.Thewholetimethatthistookwasaround35minutesfromtakingit
offtoputtingitbackagain.I’dthenwaituntilthenextlinewasduetobe
dealtwith.Thismightmeanawaitofaround45minutesbeforethenext
onewasdue.Ijusthadtobusymyselfwithcleaningetc.,butalotofthe
timeIwasjustmoochingaroundwaitingtoworkagain.Itstruckmethat
ifweonlyhadonemoredrum,Icouldfillthatupwithbladeswhileallthe
machineswereoperatingandthenuseittoreplacethefirstoneassoon
asI’dtakenitoffline.Thisoperationonlytookfiveminutes,sothelinewas
onlyunproductiveforfiveminutesinsteadof30.I’dthenreplacethat
drum’sbladesandwaitforthenextonetorequirechangingandsoonand
soforth.Sooverashiftwegotanadditional60minutesofproduction
timeforeachline.Thismeantamassiveleapinproductivityovertheyear.
Igotacashawardforthatsuggestion.
The
abov
ew
asan
actu
alex
ampl
egi
ven
tom
edu
ring
anin
terv
iew
.It’s
agr
eate
xam
ple
beca
use
the
cand
idat
edi
dn’t
just
follo
win
stru
ctio
ns.H
ede
mon
stra
ted
age
nuin
ein
tere
stin
his
own
job
and
how
heco
uld
cont
ribut
eto
the
prod
uctiv
ityle
vels
.He
was
dire
ctly
resp
onsi
ble
for
incr
easi
ngth
epr
ofita
bilit
yof
his
orga
nisa
tion
and
was
right
lyre
war
ded
fori
t.N
owno
teve
ryon
ew
illha
vesu
chan
obvi
ous
exam
ple
that
they
can
quot
eat
inte
rvie
w,b
utIw
ould
urge
you
toth
ink
hard
abou
tthe
time
whe
nyo
upe
rhap
sac
ted
outs
ide
your
stric
trem
itan
dga
veth
atlit
tlebi
text
rafo
ryou
rem
ploy
er.
88
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ON
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RV
IEW
QU
ESTI
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S…
AN
DH
OW
TOA
NS
WER
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•7
1
QU
ESTI
ON
SA
BOU
TYO
UR
RELA
TIO
NSH
IPBU
ILD
ING
Inth
eva
stm
ajor
ityof
wor
king
envi
ronm
ents
,peo
ple
are
requ
ired
toin
tera
ctw
ithot
hers
onso
me
leve
loro
ther
.You
rpot
entia
lnew
empl
oyer
islo
okin
gto
reas
sure
them
selv
esth
atyo
uw
ill‘fi
tin’.
‘Isth
atst
rictly
nece
ssar
y?’I
hear
you
ask
ina
fiend
ishl
ycl
ever
,Dev
il’s
advo
cate
sort
ofw
ay.L
ook
atit
this
way
:how
doyo
ufe
elab
outn
ewpe
ople
com
ing
tosp
end
time
with
you?
Betr
uthf
ul,w
ould
you
mor
eex
pect
them
tofit
into
you
and
your
grou
p’s
soci
al‘n
orm
s’,or
feel
that
it’s
mor
eyo
uan
dyo
urgr
oup’
sre
spon
sibi
lity
tofit
inw
ithth
ene
wpe
rson
?H
mm
m,c
allm
eps
ychi
c,bu
tI’m
bett
ing
it’s
the
form
er.
The
empl
oyer
isus
ing
thes
equ
estio
nsin
atw
o-pr
onge
dap
proa
ch.
Firs
tly,h
eor
she
may
beex
plor
ing
whe
ther
orno
tyou
can
build
rela
tions
hips
asth
atis
part
ofth
ejo
bre
quire
men
t,or
he/s
hem
ight
bese
ekin
gco
nfirm
atio
nth
atyo
uar
eof
asi
mila
rper
sona
ldis
posi
tion
toth
ete
amw
here
the
vaca
ncy
lies.
My
advi
ceto
you
is,on
ceag
ain,
tobe
true
toyo
urse
lf.If
you
try
toad
opta
pers
ona
that
you
feel
isth
ety
pesu
ited
toth
ete
amin
ques
tion
and
you
gett
hejo
b,it
will
notb
eth
atlo
ngbe
fore
your
true
self
com
esou
tand
that
may
bein
conf
lictw
ithot
hers
.The
rear
eno
tman
ype
ople
,ac
tors
exce
pted
,tha
tcan
carr
yof
fdis
play
ing
beha
viou
ralc
hara
cter
istic
sth
atar
edi
ffer
entf
rom
thei
row
nfo
rany
leng
thof
time.
You
may
also
find
that
you
have
talk
edyo
urse
lfin
toth
ejo
ban
dre
gret
itbe
caus
eyo
urne
wco
lleag
ues
‘are
noty
ourk
ind
ofpe
ople
’eith
er!
Tell
me
abou
ta
rece
ntsi
tuat
ion
whe
nyo
uha
dto
build
are
lati
onsh
ipw
ith
ane
wco
lleag
ue.
Why
was
the
rela
tion
ship
impo
rtan
t?Th
isqu
estio
nca
nbe
answ
ered
equa
llyw
ellf
rom
the
poin
tofv
iew
ofa
subo
rdin
ate
ora
man
ager
.As
am
anag
eryo
urre
latio
nshi
pw
ithyo
ur
Q
dire
ctre
port
sw
illof
ten
influ
ence
how
wel
lyou
rdep
artm
entp
erfo
rms,
ther
efor
eit’
sim
pera
tive
you
gety
ourt
eam
pulli
ngforyou
asm
uch
asth
eyar
epu
lling
fort
hem
selv
es.A
typi
cala
nsw
erm
ight
be:
WhenItookoverasTeamLeaderinmylastjob,IrealisedthatI’dhave
togaincredibilityreallyquickly.Idecidednottotrotouttheold
platitudesabout‘mydooralwaysbeingopen’etc.,butrathertriedto
makemyselfseemgroundedanddefinitelyontheirside.Iknewthat
oneoftheteamhadappliedformyjobandhadthepotentialto
underminemefromwithin,sooneofmyfirsttaskswastotakehim
aside(Idid1-2-1meetingswithallofmystaffinmyfirstweek)and
sharedwithhimmyviewsonbeingnewintherole.ItoldhimIneeded
someonewhomIcouldtrust,tobemyguidetoofficepoliticsandto
steermethroughtheminefieldoftheorganisation’spoliciesand
procedures.Hewasdelightedtobeseparatedoutfromtherestofthe
teamlikethat,tobetreatedlikeatrustedaidesoquickly.However,I
knewthiswasahigh-riskstrategyashemighthavereactednegatively
inafitofpique,butthankfullyitturnedoutwell.
From
asu
bord
inat
e’s
posi
tion,
ago
odan
swer
mig
htbe
:
WhenIfirstjoinedtheteamIrealisedthatIhadtofitinreallyquickly.I
madesureIaskedlotsandlotsofquestionsrelatingtomyjob,butI
tookaninterestinpeople’spersonallivestoo–withoutpryingof
course.ImadesurethatIrememberedpeople’spartner’snamesetc.,
andtoaskhowtheirchildrenhadgotonatsportsday,forexample,if
acolleaguehappenedtomentionshewasexcitedaboutherson
takingpart.Iwasscrupulousinmeetingdeadlinesorgettingbackto
peoplewhenIsaidIwouldandIwasalwayshonestenoughtoadmit
whenIdidn’tknowsomethingorcouldn’thelpsomeone.Thatway
peoplewouldtrustmeandIwouldbeseenascredibleandreliable.
72
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•8
7
Tell
usab
out
ati
me
whe
nyo
uin
itia
ted
anim
prov
emen
tat
wor
k.
Offic
e-ba
sed
exam
ple:
IworkedforcompanyXYZLtdintheirpurchasingdepartment.Inthe
daysbeforeroutineorderingviae-mailortheabilitytoorderonline,
forurgentordersweusedtofaxthemtooursuppliers.Now,beinga
reallybusyofficewithmanyurgentorders,weweresendingloadsand
loadsoffaxeseveryday.Wehadrecentlyhadacircularmemo
remindingusofthecostsofleavinglightsonetc.andthatour
telephonebillswerereallyhigh.Inoticedonedaythatwhenwewere
sendingfaxes,thelastpageoftheorderdocumentsoftenonlyhada
littlebitoftextatthetopandalotofplainpaperunderneath.This
wasn’tplanned;itwasjustthewaythetextwrappedfromonepageto
thenextwhenitcameofftheprinter.Itstruckmethateverytimewe
sentafaxlikethatwewerepayingforapieceofplainpapertogo
throughthefaxmachineandthiswasatourexpensebecausethe
telephonelinkwiththereceiver’sfaxmachinewasstillopen.Imadea
suggestiontotheofficemanagerthatwetearoffanywhitepaperat
theendofthefaxtouseasscrappaper–peopleusedtousePost-it
notesforscribblingon–andthatway,whenthelast,shortpagewent
throughthemachine,thefaxwouldcutoffandshortenthetimewe
wereonthephoneline.NowI’venoideahowmuchwesavedinterms
ofthephonebill,butIdidseeloadsofhome-madescrappadsfrom
thesavedpiecesofpaper,soitmusthavebeenareasonableamount.
Empl
oyer
slo
veth
isty
peof
stor
y.An
ythi
ngth
atyo
uha
vedo
neto
save
them
mon
eytr
ansl
ates
dire
ctly
toth
ebo
ttom
line.
Each
poun
d/do
llar/
euro
/wha
teve
rsav
edin
expe
nditu
reis
one
they
can
rein
vest
inth
eco
mpa
nyto
secu
reits
futu
re!N
ever
,eve
rthi
nka
smal
lco
ntrib
utio
nlik
eth
eon
eill
ustr
ated
here
wou
ldgo
unno
ticed
,and
itw
illal
way
sea
rnyo
ubr
owni
epo
ints
inan
inte
rvie
w.
Q
QU
ESTI
ON
SA
BOU
TYO
UR
CON
TIN
UO
US
IMPR
OV
EMEN
TIf
you
are
appl
ying
fora
nyso
rtof
role
with
ina
com
pany
,par
ticul
arly
inth
em
anuf
actu
ring
sect
or,t
hen
itis
alm
ostc
erta
inth
atyo
uw
illfin
dyo
urse
lfbe
ing
aske
dqu
estio
nsab
out‘
cont
inuo
usim
prov
emen
t’.Fo
rth
ose
who
dono
tkno
w,c
ontin
uous
impr
ovem
enti
sa
philo
soph
yw
hich
does
exac
tlyw
hati
tsay
son
the
tin:i
t’sab
outl
ooki
ngfo
rcha
nges
inth
ew
aype
ople
doth
ings
orpr
oces
ses
are
perf
orm
edw
hich
prov
ide
incr
emen
talg
ains
fort
heor
gani
satio
n.La
rger
orga
nisa
tions
have
who
leco
ntin
uous
impr
ovem
entd
epar
tmen
tsw
here
‘lean
thin
king
’and
‘just
intim
e’ap
proa
ches
are
com
mon
plac
e.To
surv
ive,
anor
gani
satio
nm
ust
alw
ays
look
tobe
incr
easi
ngor
mai
ntai
ning
itspr
ofits
.(Ye
s,Ic
anhe
aryo
usa
y:‘B
utw
hata
bout
non-
prof
it-m
akin
gor
gani
satio
ns,s
mar
typa
nts?
’The
seor
gani
satio
nsdo
need
tom
ake
apr
ofit,
perh
aps
notj
ust
inte
rms
ofm
oney
.The
ir‘p
rofit
abili
ty’m
aybe
am
easu
reof
the
impa
ctth
eym
ake
inth
eirf
ield
.The
yw
illst
illne
edto
have
mad
ea
diff
eren
ceco
mpa
red
toth
eirs
tart
ing
poin
t,ot
herw
ise
wha
twou
ldbe
the
poin
tof
thei
rexi
sten
ce?)
Ther
ear
eon
lya
limite
dnu
mbe
rofw
ays
toim
prov
epr
ofits
:sel
lmor
e,se
llat
ahi
gher
pric
eor
spen
dle
sson
your
oper
atio
ns.
Fort
hein
divi
dual
empl
oyee
,the
easi
estw
ayfo
rthe
mto
cont
ribut
eis
inth
ela
star
ea–
redu
cing
the
cost
ofw
hatw
edo
.
The
Japa
nese
have
aw
ord
fort
his
philo
soph
y:‘ka
izen
’,whi
chlit
eral
lytr
ansla
ted
mea
ns‘li
ttle
–go
od’d
emon
stra
ting
that
the
cum
ulat
ive
effe
ctof
little
actio
nsca
nha
vea
dram
atic
effe
ctov
eral
land
mod
ern
orga
nisa
tions
thes
eda
ysre
cogn
iseth
atev
ery
singl
eem
ploy
eeca
nco
ntrib
ute
toth
esu
cces
sof
the
com
pany
nom
atte
rwha
tthe
irro
le.E
ach
empl
oyee
shou
ldbe
addi
ngva
lue
inso
me
way
and
ever
yone
has
are
spon
sibili
tyto
cont
ribut
eto
the
impr
ovem
ento
fthe
way
the
busin
ess
wor
ks.
Whi
leit
may
beob
viou
sto
thos
ew
hoar
eat
the
fron
tlin
eof
man
ufac
turin
gfo
rins
tanc
eto
dem
onst
rate
savi
ngsm
ade
byac
tions
they
have
take
nw
hich
have
incr
ease
dpr
oduc
tivity
,can
dida
tesf
oran
ypo
sitio
nsh
ould
bere
ady
topr
ovid
eex
ampl
esof
whe
reth
eych
alle
nged
the
stat
usqu
oan
dm
ade
even
the
smal
lest
ofim
prov
emen
ts.B
elow
are
som
eex
ampl
es.
86
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3
Thin
kof
som
eone
who
’spa
rtic
ular
lyef
fect
ive
atbu
ildin
gan
dm
aint
aini
ngre
lati
onsh
ips
wit
hot
hers
.Wha
tdo
they
doex
actl
y?Th
isqu
estio
nis
noto
nly
abou
tyou
havi
ngse
lf-aw
aren
ess,
buta
lso
the
abili
tyto
spot
such
trai
tsin
othe
rs.Y
ouca
nus
ea
bito
fpoe
ticlic
ence
here
ifyo
uw
ish.
Afte
rall,
ifyo
ude
scrib
eth
ispe
rson
inth
eco
rrec
tway
,it
coul
dbe
Ham
ish
McT
avis
hfr
omG
lasg
ow(w
hom
ight
note
ven
exis
t)to
SirR
icha
rdBr
anso
n(w
hom
ayor
may
notb
eas
you
desc
ribe
him
).Ei
ther
way
,the
crux
ofth
em
atte
rher
eis
fory
outo
desc
ribe
this
pers
on,
fictic
ious
orot
herw
ise,
usin
gth
erig
htty
peof
adje
ctiv
es.
IusedtoworkwiththischapcalledEwan.I’veneverseensomeone
whocouldgetsomanypeopletodothingsforhimwhenheneeded
themtoortobesoreadilyacceptedinanycompany.Frommy
observationsofhimIsawthathealwayscommunicatedinthesame
relaxedandfriendlymannerwitheveryone,nomatterwhattheir
positioninthecompany.He’doccasionallyworklateinordertoget
thingscompletedforotherpeople.Hegenuinelyseemedtocareabout
othersandalwaysmadeapointofbeingextrahelpfultonewpeople.I
onceaskedhimwhathethoughthedidthatmadepeopletrusthim,
andhesimplytoldmethathealwaystreatedotherslikeheexpectedto
betreated:hewastruthful,kepthispromises,didn’tmakeexcessive
demandsonothers,andactedonthebasisthatpeopleareintrinsically
goodandwouldratherdoyouagoodturnthanabadone.Isuppose
youmightsaythatsomecould’vethoughthimnaïve,butIdidn’t.He
liveduptohisownidealswhichmadepeopleroundabouthimliveup
tothemtoo.
How
doyo
ube
have
whe
nyo
um
eet
new
peop
le?
The
real
itym
ight
beth
atyo
um
ight
beha
vedi
ffer
ently
each
time
you
mee
tnew
peop
le.H
owev
er,t
hey
real
lyw
ould
n’ta
skyo
ua
ques
tion
like
74
•H
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this
toge
tsuc
ha
blan
dan
swer
asth
atw
ould
they
?N
o.If
you
didn
’tan
swer
‘no’
atth
ispo
int,
gost
and
inth
eco
rner
and
com
ean
dse
em
eat
hom
etim
e.
Wha
tthe
yar
ege
ttin
gat
here
is–
are
you
self-
awar
een
ough
ofyo
urow
nbe
havi
ours
and
how
they
affe
ctot
hers
?Ca
nyo
uad
aptd
epen
ding
onth
ech
arac
tero
rnat
ure
ofw
hoyo
uar
ew
ith?
I’mconsciousthatIdon’tdominatetheconversationwhenImeetnew
people.Igenuinelylikepeople,soIaskalotofquestions–notenough
tobeaccusedofprying,butIalwaystryandrememberthedetailsof
whattheysaytome.Maybeit’stheirinterests,orthingsthey’vesaid
abouttheirfamily.Ithendropitintoconversationandtheresponseis
usuallypositive.
ofhi
scl
oses
tadv
isers
toco
nduc
tfac
e-to
-fac
ein
terv
iew
sw
ithth
ere
mai
ning
five
cand
idat
es.I
hesit
ated
tode
scrib
eth
emas
‘inte
rvie
ws’.
Out
and
outm
aulin
gsw
ould
bea
bett
erde
scrip
tion!
I’mha
ppy
tore
port
,co
nsta
ntre
ader
,tha
tthe
sew
ere
farr
emov
edfr
omho
w99
.999
999
perc
ent
ofem
ploy
ers,
enlig
hten
edor
othe
rwise
,wou
ldbe
have
durin
gth
ein
terv
iew
.Id
igre
ss.O
neof
the
inte
rvie
wer
sas
ked
one
ofth
eca
ndid
ates
why
hew
ante
dth
ispa
rtic
ular
job.
‘Oh,
SirA
lber
tSw
eetn
er[n
ame
chan
ged]
isan
all-
time
hero
ofm
ine.
Iwas
awar
eof
him
asa
boy
grow
ing
upan
dI’v
eal
way
sw
ante
dto
wor
kfo
rhim
.’As
you
can
imag
ine,
the
inte
rvie
wer
was
clos
eto
thro
win
gup
(as
was
Iwat
chin
gth
is).W
hen
chal
leng
edon
his
stra
nge
tast
ein
boyh
ood
hero
es,o
urex
trem
ely
clev
erbu
tdem
onst
rabl
yad
dled
cand
idat
eco
ntin
ued
alon
gth
islin
ele
avin
gth
ein
terv
iew
ersh
akin
ghi
she
adin
disb
elie
f.Th
epo
intI
’mm
akin
ghe
reis
that
ifyo
udo
chos
ea
publ
icfig
ure
toill
ustr
ate
your
answ
erto
this
ques
tion,
don’
tgo
over
boar
don
your
prai
sefo
rthe
m.B
esu
reof
your
fact
san
dfig
ures
,hist
ory
and
anyt
hing
else
you
wish
tous
efo
rwhy
you
thin
kth
eyar
ea
good
lead
er.
Afa
rsaf
erst
rate
gyw
ould
beto
desc
ribe
som
eone
your
inte
rvie
wer
has
neve
rhea
rdof
.Far
beit
from
me
toen
cour
age
you
tom
ake
use
afic
tiona
lexa
mpl
e…
IusedtoworkforamanagercalledAlbertEinstein.Hewasheadofateam
ofeightpeopleincludingmyself.Ifoundhimtobeanexcellentleader
because,althoughhewasnotthemostcharismaticpersonintheworld,I
trustedhim.Hewasconsistentwithhistreatmentofpeople.Whenhe
gaveyousomethingtodo,youknewwhathewanted,howhewantedit
andwhenheexpecteditby.Whenhepointedoutsomethingyouhad
failedinitwasneverinacondescendingwayandhenevershoutedat
you.Hepointedouttheerrorandaskedyoutocometotheconclusionof
whattherootcausewasandthenaskedwhat‘we’coulddotopreventit
happeningagain.Hewasloyaltohisteambutnottothepointof
blindness.Hewasalwaysencouragingustostretchourselvesanddo
morecomplexandimportanttasks.Hecoulddefinitelykeeptohimself
anythingyoutoldhiminconfidence.Healsolikedustohavefunatwork.
Heactivelyencouragedcelebratingpeople’sbirthdaysorthebirthofa
baby.HewasanallroundgoodeggandIwishthereweremoremanagers
likehim.AsIprogressinmycareer,Iintendtomodelmyselfonhim.
CO
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5
ThatmeanthewaspricingupplasmaTVscreens,text-lightboards,the
costofprintingnewsletters,etc.Ichoseonechapfromourplanning
departmentwhodrewupaprogresschartitemisingallouractionsand
milestones.IchoseoneladyfromproductionwhoIknewwasamember
ofawriterscircle.Shewouldbetaskedwithproducingtheactual
wordingofanythingweproduced.
Overthecourseofthesix-monthprojectwemetregularlytodiscuss
oursurvey’sfindings,tocomeupwithideasforthemediawewould
usetogetthemessagesacross,toironoutanydifficultieswehadand
todiscussfactualinformationsuchasthecostofbuyingand
installinglarge-screentelevisionsetc.
Myapproachwasthat,likeanygoodfootballteam,youneededamixof
specialists.Youcouldn’twintrophieswithelevenstrikersonthepitch.Iwas
veryfortunateinthatweallworkedwelltogether.However,Iamaware
thatsometimestherecanbeconflictinteamsforanynumberofreasons,
includingpersonalityclashes,butIdidnothavetocopewiththat.Itwas
notallplainsailingofcourseaspeoplehadothercommitmentstoattend
tooutsideofworkingonthisaction.Ihadtolearndiplomacyskillsquite
quicklytoensurethateachteammembercontributedtheirbitontimeand
infull.Asaresult,weproducedasetofrecommendations,someofwhich
wereadoptedwithoutchangeandsomewereadoptedinalessexpensive
form.InallIthinkIdidwellandreceivedpositivefeedbackfrommy
manager,myteamandthefocusgroup.
Thin
kof
som
eone
who
ispa
rtic
ular
lyef
fect
ive
inpr
ovid
ing
lead
ersh
ip.W
hat
doyo
uth
ink
they
dosu
cces
sful
ly?
Doyo
uha
vea
busin
ess
hero
?Ho
nest
ly?
Iwat
ched
ace
rtai
nBB
Cse
ries
rece
ntly.
The
prem
isew
asth
at12
‘cand
idat
es’l
ived
toge
ther
ina
posh
Lond
onho
use
for1
2w
eeks
and
wer
esp
litin
totw
ote
ams
and
had
tota
kepa
rtin
busin
ess
simul
atio
nson
aw
eekl
yba
sis,a
fter
whi
chso
me
poor
sod
from
the
losin
gte
amw
as‘fi
red’.
This
proc
ess
wen
ton
until
ther
ew
ason
lyon
eca
ndid
ate
left
.The
rew
ard
fort
heov
eral
lwin
nerw
asa
job
with
aw
ell-
know
nLo
ndon
-bas
edbu
sines
sman
and
asix
-fig
ure
sala
ry.T
owar
dsth
een
dof
this
so-c
alle
d‘jo
bin
terv
iew
from
hell’
,the
busin
ess
guru
pulle
din
thre
e
Q84
•H
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ESTI
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CO
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•7
5
QUE
STIO
NS
ABO
UTYO
URCO
MM
ERCI
ALAW
AREN
ESS
Your
initi
alre
actio
nto
seei
nga
sect
ion
devo
ted
toco
mm
erci
alaw
aren
ess
mig
htbe
‘Wel
l,Id
on’t
real
lyha
veto
beth
atco
mm
erci
ally
awar
edo
I?Th
ere
are
load
sof
peop
lefo
rtha
tsuc
has
acco
unta
nts,
finan
ceco
ntro
llers
etc.‘
The
trut
his,
you
real
lySH
OULD
have
aco
mm
erci
alaw
aren
ess
nom
atte
rwha
tlin
eof
busin
ess
your
empl
oyer
isin
.Aft
eral
l,if
the
ente
rpris
eis
nots
ucce
ssfu
l,it
won
’tbe
inex
isten
cefo
rver
ylo
ng.B
eaw
are
that
each
and
ever
yem
ploy
ee,s
ome
way
oran
othe
raff
ects
the
bott
omlin
eof
abu
sines
s’sba
lanc
esh
eeta
ndyo
ush
ould
bepr
epar
edto
dem
onst
rate
how
you
cont
ribut
ean
dyo
uraw
aren
ess
ofth
e‘b
igge
rpic
ture
’.You
may
belo
okin
gto
wor
kfo
rano
n-pr
ofit-
mak
ing
orga
niza
tion.
Inth
isco
ntex
t,lo
okat
way
sof
min
imisi
ngex
pend
iture
,whi
chm
akes
the
mon
eyth
atdo
esco
me
ingo
that
muc
hfa
rthe
r.
Why
,in
your
opin
ion,
docu
stom
ers
choo
seou
rpr
oduc
tsan
dse
rvic
es?
The
initi
alqu
estio
nhe
reis
alm
ostd
esig
ned
fora
nyon
ew
hoev
erto
oka
mar
ketin
gco
urse
inth
epa
stor
has
aba
sic
gras
pof
com
mon
sens
e(I
know
,Ikn
ow,i
t’sin
shor
tsup
ply)
.
WellIthinkfirstandforemostyourorganisationhasbuiltupitsbrand
toapointwherepeopleautomaticallythinkofyouwhentheythinkof
(theirproduct/servicehere).MyviewisthatpeopleregardCompany
XYZasoneoftheleadersintheirfieldsupplyingthisparticularmarket
insuchawaythatpeopleknowwhattoexpect:agoodproductata
goodpriceattherighttime.
How
coul
dw
em
ake
them
mor
eco
mpe
titi
ve?
‘Itisabasicfactofbusinessthatyoucanonlymakemoreprofitby
either(a)sellingmoreproductatthesamemargin,or(b)increasing
yourmargin,andyoucanonlyincreaseyourmarginbyeitherraising
sellingpricesorreducingsellingcosts.Idon’treallyknowenough
aboutyourparticularbusinessmodeltoofferaseriousopinionon
whatIthinkyoushoulddo.Dowehavetimetoexplorethisfurther?‘
Her
eag
ain
we
have
used
hone
sty
inad
mitt
ing
we
don’
thav
eal
lthe
fact
s.Th
eca
ndid
ate
who
mak
esbo
ldst
atem
ents
onho
wth
epe
ople
inte
rvie
win
ghi
mha
veac
tual
lygo
tita
llw
rong
thus
fari
sno
tbra
ve,
mer
ely
fool
ish!
Agai
n,yo
uha
vesh
own
good
time
awar
enes
sby
aski
ngif
ther
eis
enou
ghtim
eto
gode
eper
into
this
ques
tion.
Wha
tar
eth
em
arke
ttr
ends
that
affe
ctus
?
Her
eis
ach
ance
fory
outo
shin
e.Yo
uN
EED
tokn
owth
efa
ctor
sth
ataf
fect
your
pros
pect
ive
empl
oyer
’sbu
sine
ss.
Fore
xam
ple,
ifth
eym
ake
item
sw
hich
are
notc
onsi
dere
dto
bego
odfo
rus
orth
een
viro
nmen
t–ci
gare
ttes
,sw
eets
,4×
4ca
rs,n
ucle
arre
acto
rs,
etc.
–th
enyo
ush
ould
beaw
are
ofth
em
ood
ofth
eco
untr
yat
that
mom
ent.
May
beth
ere
has
been
alo
tofp
ress
cove
rage
onch
ildho
odob
esity
and
it’s
abo
iled
swee
tman
ufac
ture
ryou
are
tryi
ngto
wor
kfo
r.Yo
um
ight
wan
tto
lead
with
:
HasCompanyXYZexaminedusingsugarsubstitutesinitsproducts?
IseetheChancellorhasputtheroadtaxlevyupagainforSUV
vehicles.IstheindustrylobbyingParliamenttotryandhavethis
decisionreversed?Withtheadventofbiofuels,I’dhavethoughtthat
thetypeofvehiclesyoumakewereripeforthischangeinmotoring.
Ther
eis
nosu
bstit
ute
forr
esea
rch
here
.Pro
spec
tive
empl
oyer
sw
illch
oose
ever
ysi
ngle
time
som
eone
who
dem
onst
rate
sa
know
ledg
eof
thei
rmar
keto
vera
ndab
ove
aca
ndid
ate
with
spec
ific
know
ledg
eof
thei
rbus
ines
sth
ey’v
egl
eane
dfr
omth
eco
rpor
ate
web
site
.
Q76
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Desc
ribe
ati
me
whe
nyo
uha
dto
coor
dina
teth
ew
ork
ofot
her
peop
le.
�W
hat
wer
eyo
utr
ying
toac
hiev
e?�
How
did
you
goab
out
orga
nizi
ngth
ew
ork?
This
isth
ecl
assi
cve
rsio
nof
this
ques
tion.
This
isth
ebi
gpi
nkne
onsi
gnth
atsa
ys:‘
C’m
on!S
how
usju
stw
hata
brill
iant
lead
eryo
uar
e!’Y
ouca
nad
apty
oura
nsw
erto
fitde
pend
ing
onw
heth
eror
noty
ouha
veex
perie
nce
inle
ader
ship
.
IwasworkingasamemberoftheproductionstaffatXYZCo.andthis
yeartheyconductedanemployeesatisfactionsurvey.Onceallthe
resultswerein,afocusgroupwasformedtolookattheresults.Iwas
nominatedfromourareatobepartofthisgroup.Ithoughtatfirstit
wasjustamatterofturningupandexpressingmyopinionaboutthe
results.Iquicklyfoundoutthatthecompanywasdeadlyseriousabout
makingchangesbasedontheresultsofthissurvey.Oneoftheresults
thatcameoutwasthatpeopleoftenfeltthattheywerekeptinthedark
aboutwhatwasgoingonwiththecompany.‘Mushroommanagement’
wasthewayonepersondescribedit!Anactionwasformulatedthat
statedasub-groupwouldexaminetheoptionsforimproving
communicationsonsiteandIwasdesignatedthe‘actionpointowner’.I
wasgivenafreehandtochoosethreeorfourpeoplefromtheentire
workforce–bothblueandwhitecollar–toworkonthiswithme.Ihada
timescaleforfeedingbackrecommendationstothefocusgroup.I
thoughtthebestapproachwouldbetohaveteammemberswith
differentskillsetstohelpusachieveourgoalwhichwaseffectivelyto
providetheemployeesbysuitablemeanswiththetypeofinformation
thattheywantedtohear.Ithoughtaboutthevariouselementsofthe
actionpointandhadanideaofwhoIwantedintheteam.Iconveneda
meetingquicklyanddesignatedeachteammemberwithaparticular
role.Ihadasecretarydevise,distributeandcollatetheresultsofasimple
questionnairetodeterminewhatexactlypeoplewantedtoknowabout;I
choseonechapfromourbuyingdepartmentandhewastaskedwith
findingoutexactlywhatwayswecouldusetogetourmessageacross.
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3
QU
ESTI
ON
SA
BOU
TYO
UR
LEA
DER
SHIP
SKIL
LSTh
ere
com
esa
time
inm
any
peop
le’s
care
erw
hen
they
mov
eup
the
grea
sypo
lean
dta
keon
the
resp
onsi
bilit
yfo
roth
ers’
wor
kas
wel
las
thei
row
n.M
any
peop
leon
lyde
scrib
esu
cces
sin
thei
rcho
sen
care
ers
inte
rms
ofho
wfa
rup
the
corp
orat
etr
eeth
eyha
vecl
imbe
d(to
mix
my
met
apho
rs).
Asye
t,ot
herm
etho
dsof
mea
surin
gca
reer
succ
ess
have
not
fully
been
assi
mila
ted.
Sofo
rthe
purp
oses
ofth
isch
apte
r,w
ew
illtr
eat
any
role
that
invo
lves
lead
ing
othe
rsas
a‘g
ood
thin
g’.Bu
thav
ea
look
atw
hato
ther
sha
vesa
idab
outl
eade
rshi
pbe
fore
you
deci
deex
actly
wha
tty
peof
ale
ader
you
are:
DwightD.Eisenhower:‘Y
oudo
notl
ead
peop
leby
alw
ays
hitt
ing
them
over
the
head
.Tha
t’sas
saul
t,no
tlea
ders
hip’.
FayeWattleton:
‘The
only
safe
ship
ina
stor
mis
lead
ersh
ip.’W
hoal
sosa
id:‘
Who
ever
ispr
ovid
ing
lead
ersh
ipne
eds
tobe
asfr
esh
and
thou
ghtf
ulan
dre
flect
ive
aspo
ssib
leto
mak
eth
eve
rybe
stfig
ht.’
TheformerBritishPrimeMinister,JamesCallaghan,said:
‘Ale
ader
mus
thav
eth
eco
urag
eto
acta
gain
stan
expe
rt’s
advi
ce.’Amore
recentBritishPrimeMinister,TonyBlair,alsofamouslysaid:‘T
hear
tof
lead
ersh
ipis
sayi
ngno
,not
yes.
Itsve
ryea
syto
say
yes.’
The
answ
ers
Ihav
egi
ven
belo
war
ew
ritte
nfr
omth
epe
rspe
ctiv
eof
som
eone
who
has
actu
ally
led
othe
rsbe
fore
.How
ever
,iti
sal
way
sgo
ing
tobe
adi
ffic
ultp
ositi
onfo
rsom
eone
who
has
neve
rbee
na
lead
erbe
fore
toge
tacr
oss
how
good
they
‘wou
ldbe
’as
ale
ader
,as
they
have
notb
een
test
ed.H
owev
er,i
fyou
can
gras
pth
eun
derly
ing
prin
cipl
esof
the
answ
ers
here
,the
nyo
uca
nad
opty
ourr
espo
nse
acco
rdin
gly,
toa
‘…w
ell,
ifIh
adbe
enin
that
situ
atio
n,Iw
ould
have
…’e
tc.
82
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Wha
top
port
unit
ies
have
you
had
toid
enti
fyco
stsa
ving
sin
the
past
?Gi
vean
exam
ple.
Agai
n,th
isis
your
mos
tdire
ctop
port
unity
tode
mon
stra
teyo
urco
ntrib
utio
nto
the
bott
omlin
e.If
ever
yem
ploy
eeca
me
upw
itha
sing
leid
eaw
hich
save
dth
eco
mpa
nym
oney
orin
crea
sed
itspr
ofita
bilit
y,th
enth
atco
mpa
nyw
ould
besu
cces
sful
beyo
ndth
edr
eam
sof
avar
ice.
Itm
ayse
emlik
eU
topi
a,bu
tit’s
wha
tem
ploy
ers
wan
t.Do
your
self
afa
vour
and
stan
dou
tfro
mth
ehe
rdby
show
ing
how
you
have
been
and
will
cont
inue
tobe
apo
sitiv
eite
mon
the
bala
nce
shee
t!
Inourdepartmentwekeptanumberofformswhichemployees
neededtocomplete,suchasa‘carregistrationform’whichentitled
themtoafreeparkingpassonsite,a‘holidayrequisitionform’anda
‘bereavementleaveapplicationform’,etc.Thisinvolvedthemleaving
theirplaceofworkandcallinginatouroffice.Employeesalwayscame
duringworkinghours,notbreaktimes.Sometimestheybroughta
matewiththemtokeepthemcompany.Ithoughtitwasdaftforthem
tocometousandtheformsshouldbemorelocaltothem.Myfirst
thoughtwastosupplyallourteammanagerswithpapercopiesso
theywouldhavetheirownsupply,butthenIrememberedthatwehad
acompany-wideintranetsitewhereformscould‘sit’andbe
downloadedonlywhenneeded.IhadtheITpeopleputthemuponthe
siteandthensentaglobale-mailtellingpeopleaboutthechanges.As
aresult,thetrafficslowedtoatrickleandlotsoftimewassavedby
peoplenolongercomingovertoouroffice.
How
did
you
choo
sew
here
tom
ake
the
savi
ngs?
Ourcompanywasonthevergeofgoingintoausteritymeasuresand
wewereallaskedtothinkofwaystosavemoney.Wehadlotsofthe
usualideas:usingbothsidesofpaper,trimmingfaxessonoblanks
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wentthroughthemachine,doingawaywithPost-itnotes,etc.Itjust
dawnedonmethatthebiggestcostforuswaspeople’stime,sothe
moretimewecouldsave,thebetter.Ithenrealisedthatitwasactually
otherpeople’stimeincomingtoseemeandmycolleaguesthatwas
thebiggestwaste,soIcameupwiththeintranetidea.
Whe
nyo
uco
me
upw
ithyo
urow
nan
swer
toth
isqu
estio
n,be
sure
toin
corp
orat
ean
elem
ento
fyou
com
parin
gop
tions
and
goin
gfo
rthe
mos
tpra
ctic
al/c
ost-
effe
ctiv
e/ea
sily
achi
eved
,etc
.
How
muc
hm
oney
doyo
uth
ink
you
save
d?
Atfirstwecouldn’tthinkhowweweregoingtoquantifythesavings,
butthenwesimplytookanaveragenumberofcallsadayweusedto
receiveaskingforforms,multipliedthatbytheaveragenumberof
minutesthewholejourneytoandfromourofficetookandthen
multipliedthatbyanaveragehourlyratefiguregiventousbyfinance.
Wereckonedonsavingover£4,000ayear.
Nev
er,e
ver,
mak
ew
ildcl
aim
son
any
savi
ngs
you
mad
e–
you
mig
htve
ryw
ellb
eas
ked
toju
stify
them
.
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inexperiencedemployeewouldworkwithsomeonewhohadmore
experience(althoughsometimesnotalotmore)foraroundtwoweeks.
Theteamleaderwouldthengothroughachecklistandtickoffallthe
variousboxeswhichweresupposedtoindicatethatthenewperson
wascompetentinthatrole.Iwasaskedtotakepartinwhatisknown
asan‘intervention’.Thisiswhereafocusgroupmadeupofemployees
fromvariousdepartmentsaroundthefactorywouldexaminea
particularissueandfindwaystoresolvewhatevertheperceived
problemwas.Theproblemwewerelookingatwasthequalityof
trainingofnewstarts.Duringthisintervention,Iwasgiventhetaskof
reviewingthese‘competencyprofiles’asthechecklistswereknown.
AfteralittlewhileInoticedthatthewordingofthesechecklistswas
weightedtowardswhatinputstheemployeehadbeengiven.For
example:‘Hastheemployeebeenshownwheretheredemergencystop
buttonislocated?’and‘Hastheemployeebeentoldwhatisthecorrect
personalprotectiveequipmenttowear?’Whatstruckmewasthat
someonecouldhavebeentoldvitalinformation–suchashowtohalt
themachineinanemergency–buttherewasnoguaranteethatthey
hadabsorbedthisinformationandcouldputitintouse!Asalotofthe
plantandequipmentwaspotentiallydangerous,Iflaggedthisupto
theinterventionleader.Isuggestedthatwechangethewordingonall
thecheckliststorecordthattheindividualhasdemonstratedtheir
knowledge,notjustrecordthefactthatthey’dbeeninformed.For
example:‘Cantheemployeedemonstratethelocationofandcorrect
usageoftheredemergencystopbutton?’and‘Cantheemployee
demonstratethecorrectpersonalprotectiveequipmenttheymust
wearandhowtouseit?’Ialsoflaggedupthefactthatwehadteam
leaderswhoweresigningoffpeopleascompetentonamachineor
processthattheythemselveshadnotbeentrainedon.
Afteradiscussionwiththemembersoftheinterventionteam,we
madethisoneofourkeyrecommendationsoftheproject.Asaresult,
eachteamleaderwastaskedwithrewritingeachofthecompetency
profilesinuseintheirareaandtheyalsohadtobesignedoffas
competentoneachmachineorprocessthattheyweresigningother
peopleoffon.
began.Afterawhile,oncethedusthadsettled,westartedtogetvisits
frompeoplewhowereworkingona‘synergyproject’.Wesoonfound
outthatthismeanttheywerelookingforwaystoidentifysavingsby
seeingwherewehadfunctionsandprocessesthatcouldbecarriedout
bythenewowners’existingstaffandtheycouldcutcostsbyaxing
peopleandjobsatourend.AftertheHRfunctionwasmovedtotheir
headofficealongwithfinanceandmarketing,werealisedthat‘we
weren’tinKansasanymore’andthatthingsweregoingtobealot
different.Wherewealwayshadahumanbeingtotalktoinrelationto
personnelmatters,wenowhadtotalktoavoiceontheendofthe
phoneandourcallswereloggedandweweregivena‘casenumber’.
Mostpeoplehatedthisandmanycomplaintswerelodgedaboutit.I
hadheardofthe‘BusinessPartner’approachtoHRwhichhasfirst-line
managerscarryingoutmanyofthelesscomplexfunctionsofHR.I
lookedintothisandsuggestedtomydepartmentheadthatallfirst-
linemanagersgetagroundingindiscipline,grievance,recruitment
andthelikesothatwecoulddealwithourteammembers’basicstuff
withoutthemhavingtophonethishated‘hotline’.Heputtheideaup
thechainofcommandandI’mpleasedtosaythatwehadanumberof
seminarsonpersonnelsubjectsandweweregivenbasicguidebooks
tohelpusout.Sowhatstartedoffasaterriblesituationturnedoutto
beonewherealotofuswerepleasedtobereceivingnewand
interestingtraining,andweprovidedasolutiontotheproblemof
therenotbeingahumanfacetherewhenpeoplehadproblems.
Tell
usab
out
are
cent
tim
ew
hen
you
ques
tion
edor
chal
leng
eda
way
ofw
orki
ng.
�W
hydi
dyo
uqu
esti
onit
?�
Wha
tal
tern
ativ
edi
dyo
usu
gges
t?�
Tow
hat
exte
ntw
ere
your
idea
sus
ed?
Iworkedinafactorywheremostofthejobswerenotparticularly
complex,butneverthelessthereweretrainingperiodsrequiredfor
someonetobecomecompetentineachoftherolestheymightbe
askedtofulfil.Thesystemthecompanyadoptedwasonewherean
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ESTI
ON
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QU
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SHIP
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CHA
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EM
ore
and
mor
eth
ese
days
,the
philo
soph
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prov
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ery
sect
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yth
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ntin
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itabl
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din
deed
wel
com
ed–
butn
otby
all.
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sre
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ellt
och
ange
and
see
this
asa
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richi
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gth
eirw
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ther
sar
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hang
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dei
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esu
btle
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outy
oure
xper
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uha
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his
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tsan
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may
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mpl
ech
ange
sto
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way
you
have
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stth
atha
sac
crue
da
bene
fitfo
rthe
orga
nisa
tion.
Itm
aym
ean
how
you
have
reac
ted
toa
chan
geth
rust
upon
you.
Eith
erw
ay,t
here
isno
thin
gas
sure
asch
ange
asor
gani
satio
nsde
velo
pan
dev
olve
over
time,
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ush
ould
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edw
ithth
ety
pes
ofan
swer
sth
atem
ploy
ers
wan
tto
hear
.
Tell
usab
out
are
cent
tim
ew
hen
you
had
toad
apt
toa
maj
orch
ange
.�
How
did
you
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t?�
Wha
tw
asdi
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abou
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etr
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tion
?Th
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ago
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his
ques
tion
isin
the
use
ofth
ew
ord
‘maj
or’.Y
ouri
nter
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notl
ooki
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rsom
ean
swer
inre
latio
nto
how
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chan
ged
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liers
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heph
otoc
opy
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rfor
exam
ple.
This
isBI
Gch
ange
they
are
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out.
Gra
nted
,you
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ave
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subj
ect
tobi
gch
ange
,as
note
very
body
has,
soif
you
have
n’t,
just
say
so.
Iworkedforanorganisationwhichwasaplcandthecultureandstyle
ofhowweworkedwasverymuchasyou’dexpectfromalarge
organisation.Wehadthebestequipment,flexibleworkingpractices,
cheapgymmembership,etc.However,thecompany’sshareswere
boughtbyagroupofventurecapitalistsandthat’swhenthechanges
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