Selection Criteria Complete Examples PDF

Copyright © 2011 by SelectionCriteria-Examples.
com
First published April 2011

Written by Scott Williams
Version v1.01
http://www.selectioncriteria-examples.com
The purchase of this publication entitles the purchaser to one copy of the publication.
All rights reserved. No part of this book may be used or reproduced by any means, graphic,
electronic, or mechanical, including photocopying, recording, taping or by any information
storage retrieval system without written permission except in the case of short quotations
embodied in critical articles and reviews and when otherwise granted. Please visit
www.SelectionCriteria-Examples.com for permission requests.
Disclaimer
Please be aware that the information presented represents the expressed views of the authors
unless otherwise cited. Please use discretion in the implementation of all examples. While
SelectionCriteria-Examples.com offers the information and examples for the benefit of its
readers, please be cautious and wise in its use.
People and companies mentioned are purely fictitious and any resemblance to real people or
companies is completely coincidental.
This publication is sold on the condition that:

The editor and authors expressly disclaim all forms of liability to any person (purchaser of this
publication or not) in respect of the publication and any consequences arising from its use.
www.SelectionCriteria-Examples.com Page 2
CONTENTS
CONTENTS ..................................................................................................................................................... 3
INTRODUCTION ............................................................................................................................................. 6
PART ONE ...................................................................................................................................................... 7
THE AUSTRALIAN PUBLIC SERVICE ................................................................................................................ 8
Introduction............................................................................................................................................... 8
Australia’s federal civil service – the APS .................................................................................................. 8
APS grades ................................................................................................................................................. 9
APS salaries................................................................................................................................................ 9
Government jobs outside of the APS ......................................................................................................10
SELECTION CRITERIA....................................................................................................................................11
Introduction............................................................................................................................................. 11
What are selection criteria? ....................................................................................................................11
Selection criteria in the APS ....................................................................................................................11
Essential vs. desirable selection criteria..................................................................................................12
Types of selection criteria and the Integrated Leadership System .........................................................12
TOOLS AND STRATEGIES FOR WRITING A STATEMENT OF CLAIMS AGAINST SELECTION CRITERIA ..........15
Introduction............................................................................................................................................. 15
The Statement of Claims .........................................................................................................................15
How should you address the selection criteria? .....................................................................................15
Addressing selection criteria – a step-by-step example .........................................................................16
Addressing selection criteria – things to avoid .......................................................................................18

PART TWO ...................................................................................................................................................21
“SUPPORTS STRATEGIC DIRECTION” ...........................................................................................................22
APS1 to APS4 ........................................................................................................................................... 22
APS5 to EL1 ..............................................................................................................................................25
EL2 to SES3 ..............................................................................................................................................28
“ACHIEVES RESULTS” ...................................................................................................................................31
APS1 to APS4 ........................................................................................................................................... 31
APS5 to EL1 ..............................................................................................................................................34
EL2 to SES3 ..............................................................................................................................................37
“SUPPORTS PRODUCTIVE WORKING RELATIONSHIPS”...............................................................................40
APS1 to APS4 ........................................................................................................................................... 40
APS5 to EL1 ..............................................................................................................................................43
EL2 to SES3 ..............................................................................................................................................46
“DISPLAYS PERSONAL DRIVE AND INTEGRITY” ...........................................................................................49
APS1 to APS4 ........................................................................................................................................... 49
APS5 to EL1 ..............................................................................................................................................52
EL2 to SES3 ..............................................................................................................................................55
“COMMUNICATES WITH INFLUENCE”.........................................................................................................58
APS1 to APS4 ........................................................................................................................................... 58
APS5 to EL1 ..............................................................................................................................................61
EL2 to SES3 .............................................................................................................................................64
PART THREE .................................................................................................................................................67
OTHER SELECTION CRITERIA .......................................................................................................................68
ADMINISTATION ......................................................................................................................................68
ANALYTICAL OR CONCEPTUAL SKILLS/ATTENTION TO DETAIL ...............................................................69
APS VALUES/APS CODE OF CONDUCT.....................................................................................................70
COMPUTER SKILLS ...................................................................................................................................71
CUSTOMER SERVICE ................................................................................................................................72
MANAGEMENT ........................................................................................................................................73
OCCUPATIONAL HEALTH & SAFETY (OH&S) ............................................................................................74
PRIORITISING AND MEETING DEADLINES ...............................................................................................75
PROJECT MANAGEMENT .........................................................................................................................76
SUPERVISION ...........................................................................................................................................77
TEAMWORK .............................................................................................................................................78
TRAINING STAFF ......................................................................................................................................79
WORKING EFFECTIVELY AS AN INDIVIDUAL/ALONE ...............................................................................80
INTRODUCTION
Hello and welcome to this e-book, entitled: “Selection Criteria Complete Examples”.
It can be used when applying for Australian Government jobs.
The idea of this book is simple: to enable you to get to the interview stage in the job application
process for a government job with the minimum of effort. You will still have to do some work in
applying, but the ‘grunt work’ will be done for you by this book.
The material that follows is split up into three parts. In Part One, we introduce our topic, talk
about the Australian Public Service and about selection criteria in general terms.
In Part Two, we move on to what makes up the bulk of the e-book: 45 separate examples, split
into three pay grades, of how to address specific selection criteria that will come up for just
about any Australian Public Service job.
In Part Three, we’ll address some selection criteria that weren’t covered in Part Two – some
that are less critical than those in Part Two, but which are still common and important to cover.
PART ONE
THE AUSTRALIAN PUBLIC SERVICE
Introduction
It might be the case that you already know a lot about the Australian Public Service. Perhaps
you’ve worked for the Australian Public Service; perhaps you’re even currently working for the
Australian Public Service. If that’s the case, some of the material in this book, and particularly in
this Part, will already be familiar to you, because for safety’s sake this book assumes that you
don’t have any familiarity with it.
That’s why it’s appropriate to begin with a little background on the Australian Public Service
itself.
Australia’s federal civil service – the APS
The Australian Public Service, better known to almost everyone in its orbit as the ‘APS’, is
Australia’s federal civil service. The APS is consists of the people variously employed by bodies
such as government departments, government agencies and the courts to carry out Australia’s
public administration.
Collectively, the APS is a very large employer indeed. In June 2010, the APS had 164,596
employees (defined as people employed under the Public Service Act 1999). The number of
employees grew every year between 2000 and 2010, but the rate of growth slowed between
2007 and 2010.
The 164,596 employees that the APS had in June 2010 were divided into 150,871 ongoing
employees and 13,275 non-ongoing employees.
The three largest APS agencies in terms of employees have in recent decades have been
Centrelink, the Australian Taxation Office, and the Department of Defence.
Most APS employees are women: in June 2010, 57.4% of ongoing employees and 61.4% of non-
ongoing employees were women (57.7% overall).
More APS employees work in the Australian Capital Territory (36%) than in any one other state
or territory.
The typical APS position is a desk job with a generic job title, but the APS also employs
biologists, zoologists, oceanographers, fisheries scientists, economists, meteorologists,
environmental scientists, designers, curators, city planners, meat inspectors and more.
APS grades
APS jobs are graded for seniority and responsibilities. The first block of grades are the six ‘APS’
grades, from APS 1 to APS 6. APS 1 is the most junior grade, APS 6 the most senior. Then there
are the two ‘Executive’ grades, Executive Level 1 (‘EL 1’) and Executive Level 2 (‘EL 2’). Finally
there are the three ‘Senior Executive Service’ grades, from 1 to 3. Senior Executive Service 1
(‘SES 1’) is the lowest of these grades, and Senior Executive Service 3 (‘SES 3’) is at the very top
of the whole tree.
The Senior Executive Service forms the senior leadership group of the Australian Public Service.
The role of the SES is to provide professional expertise and policy advice within the APS, and so
SES people are expected to have high level management and leadership skills.
APS salaries
Along with seniority and responsibility, the APS grades also determine relative salary levels.
Salaries for each grade sit within a band; exactly how much an employee of a given grade is
paid varies from agency to agency.
Below is a table expressing the average salary for each grade from APS 1 to EL 2. The figures are
from June 2008.
GRADE AVERAGE SALARY

APS 1 $39,140
APS 2 $44,506
APS 3 $49,887
APS 4 $55,610
APS 5 $60,935
APS 6 $70,910
EL 1 $86,800
EL 2 $106,895
The agencies that have typically paid their employees the most include the Australian Taxation
Office; the Department of Foreign Affairs and Trade; the Office of National Assessments; the
Australian Customs Service; the Department of the Prime Minister and Cabinet; and the
Department of Defence.
Those paying the least include Defence Housing Australia; the Department of Education,
Science and Training; the National Library of Australia; the Department of Families, Housing,
Community Services and Indigenous Affairs; and the Australian War Memorial.
Government jobs outside of the APS
So far in this book we’ve talked only about the APS, which as we’ve said is Australia’s civil
service at the federal level. But the six states and two territories of Australia each have their
own civil services as well. The Victorian Public Service (or, predictably, the ‘VPS’), for example, is
the group of people employed by the state government of Victoria.
The six states and the Northern Territory also have one further level of government: local
government. Local governments aren’t named consistently across Australia, and so local
governments can have all sorts of names – cities, shires, towns, municipalities and so on – but
whatever they’re called they’re local governments and are controlled in every case by the state
or territory government above them.
(Note that the Australian Capital Territory is a special case, as the responsibilities usually
handled by local government are administered by a department of the territory government
there.)
Like the APS, state and local governments also employ lots of people. The total number of
government employees counting all levels of government was in June 2008 a staggering
1,751,400 persons, or approximately 16% of the entire Australian workforce at that time.
However, this book focuses on the APS, and so the other levels of government won’t be
mentioned again. If it’s a state or local government job that you want to apply for, don’t worry,
as you’ll still find the examples and information in this book highly relevant. Just as for the APS,
the process of applying for a job at the state or local government level will almost always
involve selection criteria.
SELECTION CRITERIA
Introduction
You know that this book is about selection criteria, that’s why you bought it! But what are they
are?
What are selection criteria?
Simply put, selection criteria describe the personal qualities, skills, abilities, knowledge and
qualifications that a person needs in order to perform a particular job effectively. Every job
advertisement uses them: when Kmart advertises for a “bright, bubbly, HS student to staff the
perfume counter”, the selection criteria are that you be 1) bright, 2) bubbly and 3) a high school
student.
Theoretically at least, the candidate who is the best fit for the selection criteria should be the
best at the advertised job, and they should therefore get the job.
Basically, applicants are short-listed for an interview based on their ability to convince the
Selection Team that they have the capabilities required to perform the role; capabilities which
are articulated in the selection criteria.
They are used to identify the right person for the role.
Selection criteria in the APS
While selection criteria are used in the private sector, the APS takes it to a whole other level.
Selection criteria are a crucial and integral part of the APS recruitment process, and that’s why
it’s so important to really understand them and how to respond to them if you want to get a
job in the APS.
As an aside, you should be aware that applying for a job in the APS is in general a much more
involved and structured process that applying for a job in the private sector. Why is this? It’s
because the APS spends public money and wields a huge amount of power over people’s lives.
If the recruitment process for the APS was less involved then it might not weed out people who
are unsuitable, and it also could leave the process more open to corruption and favouritism.
When applying for a job in the APS, the first stage of the process will be to lodge an application
that addresses the specific selection criteria given in the job advertisement.
Essential vs. desirable selection criteria
Not all selection criteria were created equal. For some advertised positions in the APS you’ll
find that the selection criteria that are listed are split into ‘essential’ and ‘desirable’.
You must meet all of the ‘essential’ criteria in order to be seriously considered for a role. It is
not necessary for you to have the qualifications, skills and knowledge outlined in 'desirable'
criteria. However, your chances of progressing through the selection process (e.g. being short-
listed) will be greater if you meet all the selection criteria, as you may be competing against
many applicants.
From the point of view of the applicant, it shouldn’t make a lot of difference whether a
particular selection criterion is listed as essential or desirable: the goal is to give the best
possible response regardless.
Types of selection criteria and the Integrated Leadership System
If you’ve looked at even a small number of advertisements for APS jobs, you will have seen
similar (or indeed the same) selection criteria used again and again. There is, however, an
important split between those government departments and agencies that use the “older-
style” selection criteria (such as those listed in Part Three of this book), and those who use
selection criteria taken from the newer Integrated Leadership System. But what’s that? Read on
to find out.
The Integrated Leadership System or ‘ILS’ is something developed by the Australian Public
Service Commission (APSC), which is an agency dedicated to contributing to “the future
capability and sustainability” of the APS. The ILS contains descriptions and behaviours across a
range of capabilities and grades. The idea is to identify what behaviours are expected at each of
the APS levels.
The ILS was initially developed to provide a common language for leadership development in
the APS, but now it is being used in the selection criteria process.
Let’s take a look at what’s in the ILS. At the top level it contains five ‘core capability clusters’.
They are:
1) “Supports strategic direction”;
2) “Achieves results”;
3) “Cultivates productive working relationships”;
4) “Displays personal drive and integrity”, and
5) “Communicates with influence”.
Under each of these five core capability clusters sit a list of behaviours that exemplify the
capability, and it is these lists of behaviours that are turned into selection criteria in some job
listings. Taking each capability cluster in turn, they are:
1) Supports strategic direction
• Supports shared purpose and direction
• Thinks strategically
• Harnesses information and opportunities
• Shows judgement, intelligence and commonsense
2) Achieves results
• Identifies and uses resources wisely
• Applies and builds professional expertise
• Responds positively to change
• Takes responsibility for managing projects to achieve results
3) Cultivates productive working relationships
• Nurtures internal and external relationships
• Listens to, understands and recognises the needs of others
• Values individual difference and diversity
• Shares learning and supports others
4) Displays personal drive and integrity
• Demonstrates public service professionalism and probity
• Engages with risk and shows personal courage
• Commits to action
• Promotes and adopts a positive and balanced approach to work
• Demonstrates self-awareness and commitment to personal development
5) Communicates with influence
• Communicates clearly
• Listens, understands and adapts to audience
• Negotiates confidently
To find more information about the ILS capabilities, you can visit their web page on the
Australian Public Service Commission website at www.apsc.gov.au/ils/index.html. There you’ll
be able to find information about what behaviours are expected at all of the APS levels. If you
find the pages that discuss ‘behavioural indicators’ you’ll be able to get ideas on what
experiences you have had to prove your demonstration of these five capabilities if they are
used as selection criteria for a role you want to apply for.
For example, for ‘Shapes Strategic Thinking’ you might ask yourself: Can I provide an example of
where I’ve established the strategic goals for a business unit? Communicated the links between
government policy, organisational goals and the work of a unit? Built a shared sense of purpose
and direction? Focused on the future and pursued strategic alignment of action within a
business unit? Identified critical information gaps? And so on.
That’s all on the ILS for now, but stay tuned, because in Part Two of this book we’ll come back
to look at the ILS again in a big way. First though, we need to look at writing a Statement of
Claim.
TOOLS AND STRATEGIES FOR WRITING A STATEMENT OF
CLAIMS AGAINST SELECTION CRITERIA
Introduction
Now that we’ve identified what selection criteria are, why they exist and where to find them,
it’s time to tackle the central issue of this book: how they come up in the job application
process and how you should respond.
The Statement of Claims
We’ve said that applicants for APS jobs have to lodge an application that addresses specific
selection criteria. But how is this done? In a cover letter? By highlighting certain things in your
résumé? No and no. Absolutely without exception, selection criteria must be addressed in
what’s officially called a ‘Statement of Claims against Selection Criteria’ (hereinafter ‘SOC’).
In terms of formatting, your SOC should be contained in a separate document to your résumé
and cover letter, and it should be clearly headed ‘Statement of Claims against Selection Criteria’
and nothing else. You should type out each of the listed criteria and then write your response
immediately below, so that the final document looks like this:
Statement of Claims Against Selection Criteria
Criteria #1
Statement against criteria #1
Criteria #2
Statement against criteria #2
...and so on.
In terms of word count, 300-350 words is a good target to aim for. At the high end, 450 words
should be the absolute maximum you would need to write for any one selection criterion.
How should you address the selection criteria?
So that’s what a SOC is. But how should you approach each of the responses?
There’s a relatively simple formula for addressing selection criteria, regardless of what
particular personal quality, skill, ability, piece of knowledge or qualification is referred to. The
key is to do all of the following:
• Demonstrate your capability by providing evidence of how you meet the selection
criteria;
• Provide specific details in the form of a short story about a real incident; and
• Where possible, include an indicator of success or a result to finish the response.
That’s WHAT you must do. In terms of HOW to do it, an easy way to do this is to use the
‘S.T.A.R.’ model. That is:
1. First describe the Situation;
2. Then talk about the Task (what you were called upon to do);
3. Next say how you went about the task Approach or action, and
4. Finally state what the Result was.
Sounds simple? It is, but now let’s see it in action with an example.
Addressing selection criteria – a step-by-step example
Take the capability “written communication skills”. The associated selection criterion might be:
“Well developed written communication skills. This includes the ability to: structure
written communications such as reports to meet the needs and understanding of the
intended audience; express opinions, information and key points of an argument clearly
and concisely; and to write convincingly in an engaging and expressive manner”.
To begin addressing this criterion, you need to begin with an opening sentence that clearly
states your claim to this criterion. For example:
“I possess strong written communication skills, which I have developed over the course
of my career”.
Inevitably these opening statements will be pretty generic, but that’s fine; just try to vary them
a little from criterion to criterion so that they’re not too repetitious.
Next, the opening statement needs to be supported by detailed examples of where and when
in the past you’ve demonstrated these skills in the workplace or other context. Sit down with a
pen and paper and brainstorm ideas for examples from your recent working life. Try to
generate as many examples as possible. Ideally it’s best if the ideas come from the last two or
three years of employment. If you can’t think of anything relevant, try thinking about examples
from different aspects of your life, like university, sport, clubs or volunteer work. Examples
from longer ago than four or five years are best avoided unless they’re highly relevant and
impressive, as they make your skills look dated.
For the criterion above (“well developed written communication skills”), your brainstormed
examples might look like this:
• When I was a Project Officer at the Department of XYZ I wrote a report on project
planning methodologies;
• When I was a Research Support Officer at the Department of XYZ I designed and
compiled a monthly newsletter, and
• When I worked at GBL Company I carried out a research project where I collated data,
organised the information into topic areas, and synthesised it all into a paper for senior
management.
When you’ve finished brainstorming, go back and think about each of your examples in the
context of the exact wording of the selection criterion and choose the ones that you think
match it best.
Now that you’ve chosen which examples to use it’s time to expand on them. What you need to
do is explain how they show that you meet the different aspects of the criterion. You need to
be very specific and describe exactly what you did, including the outcome. Here the S.T.A.R.
method described earlier can be used.
For example:
Situation – “My role as Research Support Officer at the Department of XYZ”.
Task – “I needed to ensure that managers were kept informed of policies and
procedures”.
Action (or approach) – “I initiated a monthly newsletter that was emailed to each of the
managers. I took responsibility for writing the main articles, which involved obtaining
ideas and input from the stakeholders so that the articles reflected the managers’ needs
in terms of content and presentation”.
Result – “The feedback I received about the newsletter was consistently excellent. I
received a divisional achievement award for the newsletter, and it led to much
improved lines of communication between managers and the Research Support Unit”.
Pull this together into a draft paragraph or two, and the result might look like this:
“I possess strong written communication skills, which I have developed over the course
of my career.
As Research Support Officer at the Department of XYZ, I needed to ensure that

managers were kept informed of policies and procedures. To do this, I initiated a
monthly newsletter which was emailed to each manager. I took responsibility for writing
the main articles in each publication. This involved obtaining ideas and input from other
stakeholders to ensure that the articles reflected the needs of managers, both in terms
of content and language.
I received consistently excellent feedback in relation to the newsletter from these

internal clients and my own manager. I received a divisional achievement award for the
quality of this newsletter from management. Most importantly of all, this initiative
resulted in improved lines of communication between managers and the Research
Support Unit”.
When you’re writing these paragraphs there are a number of things you should avoid. Let’s look
at them each in turn.
Addressing selection criteria – things to avoid
Not addressing all aspects of the criterion
Some selection criteria include more than one component. In fact you would have noticed (if
you were paying attention!) that the criterion in our example above – “Well developed written
communication skills” – includes more than one component. Here are the components:
1. Structure written communications such as reports to meet the needs and understanding
of the intended audience;
2. Express opinions, information and key points of an argument clearly and concisely; and
to
3. Write convincingly in an engaging and expressive manner.
If you go back and read the paragraph we wrote in the previous section, it should be clear that
its content refers mainly to the first component, that is, “Structure written communications to
meet the needs and understanding of the intended audience”. It doesn’t address the other two
components, and so additional paragraphs will have to be included that address the remaining
two components. Only together will they comprise a full statement for the criterion.
Note that the additional paragraphs can refer to a different Situation at the same job as the first
paragraphs, or to a different job altogether – your response to a particular criterion doesn’t
have to be mined entirely from Situations arising while you were working at just one job.
Using ambiguous or unclear expressions
It’s very important thing to avoid using ambiguous or unclear expressions in your SOC. You
should always use positive and specific language instead.
Examples of ambiguous/unclear expressions are “I was involved with...” and “I assisted in...”
These expressions make it difficult for the reader to understand exactly what you did, and easy
for them to assume that you really didn’t do that much. So instead of saying something like “I
assisted the process through a monthly newsletter”, it’s much better to phrase it as above: “I
initiated a monthly newsletter”.
NB: You might have noticed that the real difference in the example above lies in the choice of
verb; ‘initiated’ is much stronger than ‘assisted’. Other good verbs to use are: analysed;
controlled; distributed; maintained; negotiated; operated; presented; quantified; recorded;
sold; trained, and won.
Failing to explain the Situation
Many, indeed most, of the Situations you’ll be referring to in your S.T.A.R. answers will be
pretty self-explanatory: “Research Support Officer at the Department of XYZ” really doesn’t
require further explanation. However, that won’t always be the case, so where necessary,
briefly explain what your job involved and/or what the organisation did. Don’t go overboard,
but you need to provide the necessary context. This information will probably also be in your
résumé, but it’s better not to require your reader to refer to another document in order to
work out what you’re talking about.
Of course if you refer to one job you’ve had in more than one of your responses, you only need
to provide the explanation once (the first time you refer to it).
Not omitting names and personal details
While you should definitely include the names of the places where you worked in your
responses, you definitely shouldn’t include anyone’s name. Titles and roles – “my manager”,
“senior management”, “a co-worker” – are fine, “Tony Smith” is not.
This rule becomes critical if you need to say something negative about someone in one of your
responses. This should come up infrequently, but one can imagine or example, “I was called
upon to discipline a staff member who had been caught on tape stealing office supplies”, or “I
found my line manager very difficult to work with”. It would of course be a very bad idea to use
that person’s name, or indeed any details that could easily identify them.
So why is this something to avoid? First of all simply because it looks unprofessional. Not only
does using names make you look unprofessional, it could get back to the person in question,
making enemies of them or even leaving you open to legal action.
Using credibility-reducing words and phrases
Along with expressions there are a group of words/phrases that tend to reduce the credibility
of what you’re saying. This group includes “some”, “a little”, “limited” and “somewhat”, among
others. Avoid these.
Using the passive voice
You should also avoid using the passive voice. The passive voice is where the subject of the
sentence is neither a ‘do-er’ or a ‘be-er’, but is acted upon by some other agent or by
something unnamed. For example, the sentence “feedback in relation to this newsletter was
consistently excellent” uses the passive voice, and sounds wishy-washy and indirect as a result.
Rephrasing it as “I received consistently excellent feedback in relation to this newsletter from
these internal clients and my own manager” is a colossal improvement.
Including unspecific or unsubstantiated claims about your capabilities
Every claim you make in your responses must be backed up by specific evidence. For example,
“the newsletter was received well by others” is an unsubstantiated claim. How do you know it
was well received by others...did you read their minds? The point you want to make is that the
newsletter you produced was very good, but this has to be backed up with evidence. A much
better way (providing it’s true of course) to claim that the newsletter was very good is to say “I
received a divisional achievement award for the quality of this newsletter from management”.
We know that things have to be good in order to win awards, so the claim is both made and
substantiated in this phrase.
Note that you might brainstorm an example where you know that you did something good but
you can’t think of specific evidence to support it. Regrettably, unless you can think of some
evidence, these examples can’t be included.
Not paying attention to the language of the criterion
Don’t get so caught up in your examples that you forget what the selection criteria are actually
asking for. Writing a paragraph about an example which demonstrates “well developed written
communication skills” requires that you focus on actual experiences which show the extent of
your skills in this area. But if the criterion instead asked for “knowledge of effective written
communication skills”, then different examples – which wouldn’t necessarily rely on you
describing actual performance in the workplace – would be required.
Sloppy presentation
This is basic, but it’s important enough to labour the point: like your résumés and cover letters,
your SOC must be immaculately presented. You should ensure that:
• There are no errors anywhere in the document;
• The document is formatted simply and neatly, and that
• The sentences are grammatically correct and concise.
Check and re-check your completed SOC to avoid making these mistakes. If you have time, put
it aside for at least 24hrs before your final proof-read (this will make any mistakes more
obvious), or alternatively get a friend to proof-read it for you
PART TWO
It’s time now to give you the tools you need to write SOCs that will get you interviews. This Part of the
book is dedicated to examples of great responses to selection criteria based on each of the five ILS core
capability clusters.
(NB: In the vast majority of the examples just one job is referred to in the answer, but you
shouldn’t feel that you need to do this when you write your SOC – it’s perfectly fine to refer to
more than one job per selection criteria, and it will often lead to a better answer.)
“SUPPORTS STRATEGIC DIRECTION”
Supports shared purpose and direction.
Thinks strategically.
Harnesses information and oppoirtunities.
Shows judgement, intelligence and commonsense.
APS1 to APS4 -Example Answer 1
“I’ve worked hard to support the strategic direction of my employer in each of my positions to
date as I regard this as one of the most important responsibilities that an employee has.
An example of when I’ve done this is in my position as a part-time sales clerk at a local
independent white-goods retailer. In this position I was given some flexibility to negotiate deals
with customers in order to make sales, but at the same time I was encouraged to think carefully
about the overall health and well-being of the business, and not negatively affect the bottom
line by giving away unnecessary discounts.
Part of the job was responding to customer queries about the products. I had to use
considerable judgement in responding to these questions, as I had to balance being
informative, honest and helpful with trying to steer the customers towards decisions that
would be good for the business, for example by ‘up-selling’ them to larger and/or better-
featured models.
From the outset I applied myself to finding out everything I could about the products that we
sold. I quickly became an expert in all of our products, and my ability to analyse and compare
the products meant that I could make highly informed recommendations to the customers that
I dealt with. My expertise with the characteristics of our products meant that I was also able to
suggest to senior management the particular models that we should order more or less of
when it came time to refresh our inventory.
After an initial training period I mastered the position quickly, and I went on to become a
regular contributor at fortnightly sales team meetings where we discussed issues and strategies
for trying to increase sales. I received a lot of good feedback about my contributions in this
forum. Also, in one particular month I had the second-best sales figure of anyone in the team
(there were five of us), and that included three senior sales people with many years of
experience.”
“I feel that it was my performance during my time as a research assistant in the Department of
Psychology at the University of Canberra that best illustrates my ability to always support the
strategic direction of my employer.
There were three components to this role: 1) Conducting interviews with study participants; 2)
Carrying out research into the literature, and 3) Managing the study data and designing and
preparing tables and graphs to display data trends.
While performing all three of these tasks I was conscious of the overall goals of the study, and I
used my judgement to do whatever I could to support and advance our progress towards those
goals. This meant, for example, asking extra unplanned questions during interviews with
participants to find out more information about things that I knew would be of interest to the
professor I worked for.
Similarly, when carrying out research tasks, I focused on the specific information I had been
asked to find, but I also took notes about what that research implied for the project as a whole,
and I then fed that information back to the professor.
When preparing tables and graphs to display data, I tried to think about the project in overall
terms and look for trends in the data that perhaps hadn’t been considered yet, but would be of
interest.
Sometimes the research project encountered problems which required creative thinking to
resolve, and I’m proud to be able to say that I made a number of significant contributions in
terms of ideas of how to refine and improve the project. I was given great feedback my
professor and he said that he would be ‘more than happy’ to supervise me had I wanted to
continue in academia with study for a PhD. While this wasn’t an option I elected to take, it was
reflective of my performance in this role that the offer was made.”
“I firmly believe that I demonstrated the skills referred to in this criterion when I worked as a
Judge’s Associate in the District Court.
This job involved court work and preparation for court matters, research, proof reading,
administrative tasks and travel. The purpose and direction of the Court was ‘to facilitate the
just, quick and cheap resolution of the real issues in the proceedings,’ and I worked hard to
share and support this goal at all times.
A key duty I had in this role was dealing with the Judge’s correspondence, of which there was a
large volume. Doing so well involved a lot of communication with the Judge, as well as following
his directions to the letter.
Above all, this role was about anticipating the needs of the Judge I worked for: it was
imperative that I anticipate what me would need next and be ready to provide it quickly so that
proceedings weren’t unduly delayed. In court for example, I thought strategically about the
issues raised by counsel and I sought to ready to answer questions on those issues that I
thought might come up.
In order to perform this job effectively I had to make myself available to work at irregular times
and for extended periods as necessary. I was happy to do this as I understood that this
contributed to the achievement of the goals of Court in resolving cases quickly and effectively.
The Judge I worked for regularly discussed legal matters with me and on occasion even asked
for my opinion. I made sure that I gave the cases before him due forethought so that I could
contribute something meaningful to the discussion. This approach was successful, and I was
told by the Judge on a number of occasions that my legal analysis of the cases was sound and
that he appreciated and valued my contributions. Coming from a person of his stature in the
legal realm, this was a huge vote of confidence in my abilities.”
APS5 to EL1 -Example Answer 1
“I had an opportunity to demonstrate my capabilities at supporting the strategic direction of

my employer while I worked for the Department of Transport, when for six months I ‘acted up’
in a manager position in the Case Assessment Team.
When I started in this position the volume of files that the team was dealing with was very high
and causing considerable stress and tension. A big concern for senior management was that our
team had one of the highest per-employee rates of sick leave, which was thought to be the
result of stress.
Despite the problems, I was told by senior management that it’d be fine if I just kept things “in
a holding pattern” until the manager position was filled on a permanent basis. However, I saw
an opportunity to make my mark by improving our processes.
Thinking strategically, I thought that I could harness the information they gave me to devise
faster and more efficient ways of handling our files. I spoke to every member of the team
individually and asked for three ideas for how to better handle the caseload.
I then harnessed the information presented: my strategic judgement was that of the ideas
presented, the best one was to create a series of template paragraphs that would apply to
around 80% of our cases and make the process of drafting decision letters much faster. I
allocated the coordination of this task to a junior staff member with a flair for drafting, as I
judged that she had both the time and the best skill set to carry out this task.
This was a big success. Our speed at dealing with run-of-the-mill files improved dramatically,
giving the team breathing room to allocate sufficient time to the more complex files. Crucially,
our sick leave rates went down to below the Departmental average and have stayed that way
to date.”
“Throughout my working life to date I’ve endeavoured to support the purpose and strategic
direction of my employers.
I demonstrated this when I worked as a policy officer at the Department of the Prime Minister
and Cabinet. In my three years in this position I developed a highly nuanced understanding of
our work environment and where it sat within the federal government. I exercised this
understanding every fortnight, as I presented a fortnightly forum where current trends and
issues within the Department were discussed.
In preparing for this forum I looked at information from a variety of sources including media
services, departmental statistics and the results from focus groups and private polling, and I
conceptualised how they would impact on our work. I looked for trends in the data and gave
my impressions of the directions in which things were heading. I received consistently excellent
feedback for my work in this capacity.
Another large part of my work was preparing briefing notes for senior staff during the policy
review and implementation phases of our projects, and here too I took pains to harness
information, to think strategically, and to communicate what I thought and the reasons for it
effectively. For example, I was involved with the project that resulted in an important White
Paper on Counter-Terrorism. In order to prepare monthly briefing notes for senior management
I drew together reports and papers from all of Australia’s security agencies, state and federal, I
analysed it, and I used my experience to determine what was most relevant and then
highlighted it.
After my experience of working as a policy officer at the Department of the Prime Minister and
Cabinet I’m very confident in my ability to support the strategic direction of my employer, and
further, to play a role in shaping strategic thinking as well.”
“I believe that supporting the strategic direction of my employer is one of the most important
things I do at work.
As a business analyst with Intel’s Human Resources Group, I was tasked with selling a suite of
changes to our processes to internal stakeholders. This involved trying to get people who were
experts in their fields to consider doing things differently, which was of course a huge
challenge. However, I shared and supported senior management’s view that efficiency gains
would arise from the changes.
I showed judgment and intelligence in the way that I sold the changes to staff members. For
example, I had observed that a certain group of programmers looked up to a particular
colleague. Though he wasn’t in a management position, he was clearly an opinion leader, and
so I took the time to talk through the changes with him one-on-one. I worked on getting this
person onside, and once I’d done so, the others programmers in his area quickly fell into line.
Also during my time at Intel I ran a project which aimed to review our candidate testing
procedures. I systematically analysed how well success in testing correlated with long-term
positive outcomes within the organisation, like remaining with the company for at least three
years and getting promoted. I found that success in testing as a candidate didn’t always
correlate well with long-term positive outcomes once the candidate became an Intel employee.
Clearly there was an opportunity here for the Human Resources Group to improve its work
practices, so I authored a paper analysing the issue and canvassing current international best
practice in this area to see whether we could learn anything from our competitors. This paper
was received with great interest by my line manager and she asked me to develop and present
my paper at the next in-house round of training seminars. I presented the paper, it generated a
lot of attention among senior management, and as a result they set up a task force to take the
matter forward.”
EL2 to SES3 -Example Answer 1
“Experience has taught me that strategic thinking is critical to one’s success in a senior role in
almost any organisation, and this is certainly the case for my role as a hospital administrator at
the Royal Melbourne Children’s Hospital.
It is my responsibility to understand the organisational goals of the hospital as determined by

the Board of Trustees and to translate them into operational goals that could be tracked and
benchmarked. A big part of my job is also liaising with interest groups, local politicians,
industrial associations, the media and individual members of the community to both
communicate and to invite input on our objectives.
I attend staff meetings where I monitor the organisational environment and gather information
from staff about how the hospital is running and what problems are being encountered on a
day-to-day basis. When I detect serious and/or recurrent problems I seek out specific members
of staff and speak to them privately, asking questions in order to fill gaps in my understanding
and get a clearer picture of the situation.
An example of my efforts to shape the strategic direction and thinking of the hospital was when
I championed the introduction of a new database system that would greatly increase the ease
with which medical staff would be able to access patient information. I was convinced that this
was a good initiative as both statistics and anecdotal examples from medical staff had told me
that mistakes were being made, and time lost, because doctors and nurses couldn’t get patient
information as and when they needed it.
The system, initially installed on just one computer terminal, generated a lot of competing
views within the organisation from the level of the Board of Trustees down. I was inundated
with feedback and showed judgement and common sense in deciding which criticisms and
suggestions for improvement had merit, and which were just ‘noise’ generated by a workplace
full of opinionated and articulate people.
After an initial teething period and some relatively minor improvements, the system became a
huge success and medical staff were forced to line up in order to use it. The Board of Trustees
quickly approved its roll-out to terminals throughout the building, and queries by medical staff
are now in the thousands per day. This innovative solution to an information sharing problem
helps patients get better health outcomes on a daily basis, and consequently its
implementation is an achievement I’m very proud of.”
“As my career has developed I’ve sought to build my strategic mind at work; I’m always looking
to the future and to how we’ll meet the challenges which reside there.
I demonstrated this when for five years I managed a team of nine case workers who provided a
social work service. ACT for Kids is a well-respected not-for-profit organisation that works with
families and communities to keep children safe from harm.
Because the demand for our services was always so much greater than our available resources,
I continually had to think strategically and consider long-term goals in determining our
priorities. This was particularly important in striking the appropriate balance between the time-
consuming family support work that was our core business and our community education and
engagement program which had the potential to effect structural and long-term change.
Throughout my four years in this position I sought to harness as many sources of information as
possible. The first such source was collectively the families, caregivers, children and young
people that I visited in carrying my own caseload. As well as assisting them, I also got their
feedback about the difficulties they were experiencing in their lives. A second source of
information was the other professionals and agencies I dealt with on a weekly basis. The third
source of information was the nine dedicated case workers that I worked with. The final source
of information I harnessed was contacts interstate and overseas with whom I regularly
communicated with a view to finding out what current ‘best practice’ was from their
viewpoints.
The information that I gathered translated into effective action for the direction of the service.
For example, through my contacts in the Northern Territory I learnt how to better engage
families from Aboriginal and Torres Strait Islander backgrounds, which previously had been a
critical gap in our information about how to serve our community.
Similarly, client stories and information from the medical community made me realise that an
epidemic of methamphetamine addiction was just over the horizon. In response I explored the
possibilities and decided that we should partner with a drug counselling agency and share
information with them in order to put ourselves in a better position to weather the storm. This
proved to be a highly effective strategy, and our partnership with Directions ACT was
recognised by the Chief Minister of the ACT in a speech he gave to the Legislative Assembly.”
“I shaped the strategic thinking of my workplace when I was project manager for the
mechanical engineering consultancy firm Packer Engineering.
One project that I oversaw was the design and implementation of a heating and cooling system
in an office tower development in Adelaide’s CBD. The brief was to install a heating and cooling
system that was world-class in terms of efficiency and power use.
This project was fraught with problems from the beginning. Our preferred heating and cooling
system design could not be used due to the specific structure of the building, so a creative
solution had to be found. I conducted a review of best-practice approaches used in similar
buildings in similar climates around the world in the last three years, and then in conjunction
with the rest of my management team, I analysed these approaches with a view to cherry-
picking the best ideas and applying them to our project.
In the planning phase of any project I understand above all that my role is to bring out the best
in other people, and I do this by engaging with them and encouraging their contribution. On
many of the projects I’ve worked on, the problems that arise are too complex and multi-
dimensional to be solved by one person alone. When I am responsible for setting work tasks for
others, I do so on the basis that if completed well they will contribute with the project
objectives, and I always communicate this to the people I manage.
This project was no exception, but with teamwork we developed a plan for a heating and
cooling system that would fit the building perfectly. The final approach that we used was a
highly innovative hybrid design which incorporated different elements in a way that to my
knowledge had not been done before. This creative alternative, once tested, was actually more
efficient than the heating and cooling system we had wanted to use in the first place.”
“ACHIEVES RESULTS”
Identifies and uses resources wisely:
Identifies key individuals who need to be involved; makes effective use of team and individual
capabilities.
Monitors task progress against performance expectations to ensure deadlines are met;
communicates outcomes to supervisor.
Reschedules and reorganises work to reflect changes in priority.
“My abilities at achieving results are well evidenced by the time I spend helping out at my local
Community Legal Centre. I’ve been doing this work one night per week for approximately the
last 12 months. This work, which I do on a volunteer basis, involves interviewing members of
the public who drop-in to seek legal advice about their legal problems relating to housing
and/or debt. My responsibility is to interview them, relay what they tell me to the duty
solicitor, obtain instructions on what to advise the client from him or her, and then
communicate that advice to the client.
Because the duty solicitor’s time is very limited, I do whatever I can to reduce the burden I put
on them by being proactive and completing ‘ground work’ tasks myself. This might involve
doing research, taking notes, photocopying, and drafting letters of advice for the duty solicitor
to check and sign off on. Also, if I know that another volunteer has dealt with a certain client or
issue before I seek them out to ask for their view and their advice before seeing the duty
solicitor.
When doing this work I’m constantly applying my academic knowledge, and I’m also building
my professional expertise in skills such as interviewing, giving advice, and drafting letters. It’s
particularly satisfying that I’m given the freedom to deal with clients from the beginning until
the end of their contact with us. I’m committed to providing a high-quality legal service to
members of the public from the moment they walk in the door, and I feel that I’ve remained
faithful to this commitment throughout my 12 months in this position to date.
The duty solicitors that I’ve worked with have given me great feedback about my work, as have
our clients. A particular client was so happy with the assistance that I gave her (she was able to
resolve her legal difficulties very quickly following the advice session) that she wrote me a letter
to thank me for my work.”
“I possess the capability to achieve results, and this is amply demonstrated by my

achievements in a previous position when I worked as a shift supervisor at a very busy KFC
restaurant.
In this position I was responsible for a team of up to 12 people on a given night. I was
responsible for the service they gave, the quality of the food that went out, and for the efficient
and smooth running of the restaurant in general. While on occasion there was a more senior
manager in the restaurant along with me and the rest of the team, they were often too busy
with paperwork to be very involved in the running of things, and this meant that it was down to
me to achieve the results that our customers expected.
When I started this position I had no experience of managing people. I had to develop this
capability quickly and in an environment that during busy periods could be very high-pressure,
but this was a challenge that I rose to.
During busy periods I had to constantly monitor the team’s performance to make sure that
everyone was working well. When I saw that a team member wasn’t (for whatever reason)
doing as good a job as was required, I made quick decisions to change around the
responsibilities so that our speed and delivery of a good product wasn’t affected. I did this
while also ensuring that I adhered strictly to all our procedures and protocols.
Another aspect of this job was putting together shift schedules, which involved choosing which
of our staff members would be asked to work on which days. I paid a lot of attention to the
personalities and capabilities of the staff on our casual roster, and when planning a shift I
selected specific combinations of people that I thought would get along and do a great job.”
“I possess strong abilities at achieving results that I’ve worked hard to develop.
I achieve strong results in my part-time job, which is a one day per week position with a
company called Living Simply. This company leases potted tropical plants to businesses and to
government departments and agencies. My job as a ‘plant service technician’ is to go out and
water, prune, clean and spray the plants for pests and disease. I monitor the health and
appearance of the plants from week to week and feed this information back to my team leader
at the end of the day.
This work is unsupervised, which puts a lot of responsibility on me to get it right and to deliver
on intended results. If I was to forget to water a plant, or if I missed the fact that a plant was
infested with bugs, it would likely be dead or dying by the next time I saw it. It’s a testament to
my ability to achieve results that I’m yet to lose a plant due to inattention of this kind.
It’s almost entirely my decision as to when a plant has to be replaced because it has
deteriorated too much and no longer looks healthy. This is a balancing act: if I call for plants to
be replaced before it’s necessary, then that would waste company resources. If I leave them
too long, then it could lead to a complaint from the customer or even to them deciding not to
renew the contract.
Also, this job involves a lot of time and goal monitoring, as there’s always just one day to
complete a run. If some locations take longer to service than normal then I have to reorganise
the rest of the day to make sure that I get everything done.
Through careful monitoring and a focus on results, I’ve been able to maintain two of the most
profitable service runs in the company while at the same time receiving zero complaints or
negative feedback from customers in a two-year period”.
“I achieved consistently excellent results when I was a Senior Analyst at the Australian
Securities and Investments Commission (ASIC).
In this role I planned and lead compliance ‘surveillances’ with up to four colleagues.
Surveillances involved visiting financial services licensees at their offices, meeting senior
executives and then reviewing their compliance documents (such as minutes of meetings and
internal reports) and systems.
When planning surveillances, part of my job was to assign tasks to other team members. It’s my
observation that not every manger of people does this particularly well. When I assigned tasks, I
did so based on my assessment of their individual strengths and weaknesses, so that tasks
played to their strengths. I always made an effort to learn the strengths and weaknesses of the
people around me. Some team members were better at analysis for example, while others
were better at interviewing executives.
The planning of surveillances required me to establish clear timeframes for how they would be
implemented. However, plans could change. For example I led a compliance surveillance on a
stockbroking firm during the onset of the global financial crisis. Although initially it looked like
there was nothing of concern in their operations, the situation rapidly changed when it was
reported in the media that the company was in danger of going into receivership. Overnight my
and I team threw out our original surveillance plan and devised a new and much more in-depth
one with an entirely new set of objectives. The implementation of this plan gave ASIC crucial
information about the company and in the long run prevented a lot of people from losing their
life savings.
At the conclusion of surveillance and after debriefing my superiors I received a personal

telephone call from ASIC’s chairman thanking me for a job well done. I was extremely pleased
with this result, but not altogether surprised, as I knew that my team and I had achieved the
necessary results.”
“When it comes to achieving results I have a strong belief in my ability, and the track record to
back it up.
One of the sternest tests of my ability to achieve results came when I worked for a time as a
high school maths teacher. In my first year in this position I was asked by the head teacher to
take on a class that was notorious as being difficult to control and also well behind where they
should have been academically.
I knew that I would only be successful if I had a clear plan from the start. To this end, I talked to
other teachers who had many of the same students in their classes, and asked for their
professional advice on how to deal with them. On the basis of their advice I began to draw up a
plan to engage the class, prevent lapses of discipline and bring them up to speed academically.
I also carried out some research into current best practice teaching methods for difficult classes
in the teaching literature, and this led me to adjust and fine-tune my plan.
Another thing that I did was to commit myself to a high-quality outcome by telling colleagues,
friends and my partner about the challenge I was to have in teaching this class. I did this to
increase my personal stake in the challenge and thereby increase my motivation to do my very
best. I have found this to be a highly effective way of ensuring that I see projects through to
completion.
Getting this class to respond to my teaching methods and stay disciplined wasn’t without
hiccups along the way, and inevitably I had to respond and be flexible to change. However, my
results speak for themselves: the class went from the worst to one of the best-performing
classes academically, and a full third of the students graduated to a more advanced class. This
was coupled with a massive improvement in their behaviour in the classroom and a much more
harmonious atmosphere overall.”
“I had the opportunity to achieve results during the years I was a Psychologist with Navy Health
based at HMAS Creswell. This was a challenging position with a lot of different aspects to it.
A big part of this job involved working as a psychological counsellor. Personnel came to see me
(or were ordered to see me) and became my clients. After an initial consultation, if I felt they
needed follow-up visits, I would establish a treatment plan for them with a timeframe for
implementation. I would strongly encourage clients to come back to see me as many times as I
felt it necessary in order to see their treatment through to completion.
Counselling people is all about responding in a positive way to change; but specifically, helping
other people to respond positively to change in their lives. To do this I shared information with
my clients (often to the effect of: ‘you’re not the only one who feels this way’) and assisted
them in using it to adapt to change and its associated emotions.
A further important duty I had was carrying out psychological assessments of personnel and
maintaining files and records so that I could provide psychological reports on personnel as
requested by my superiors. In assessing personnel I discussed many issues confidentially with
the other psychologists in my unit, and relied heavily on their expert knowledge and advice in
arriving at the most accurate interpretations of test results. Similarly I assisted the other
psychologists in my unit in the same way when they were doing psychological assessments.
Outside of my role as a psychological counsellor I also gave presentations to Navy personnel on

a variety of psychological topics as requested by my superiors. Here I contributed my own
expertise for the benefit of the organisation, and my presentations were without exception
very well-received.”
“In terms of achieving results, my key achievements at the executive level have been achieved
by identifying and harnessing resources, setting direction and implementing appropriate
strategies.
When I first joined the Department of Education, one of our key delivery areas was not meeting
its KPI and its deliverables were considerably below standard. My professional expertise told
me that to address this underperformance a restructure of the staff of 20 people in this area
was called for – nothing less would do.
After careful consideration I established a plan to divide the 20 staff members into four distinct
teams, each with a team leader who was given an entirely new mandate: up-skill the staff in the
team; champion the goals; motivate staff to achieve outcomes, and monitor their performance.
The team leaders were selected on the basis of their expert skills in leadership, even if they
didn’t have a lot of experience (as two of them didn’t) in management.
This plan represented a substantial deviation from the previous structure, and it was met with
some scepticism by certain elements in the Department. I expected this, as change almost
never comes easily, and didn’t let the mutterings impede my momentum.
To cut a long story short, the plan I devised was carried out. One important effect of this new
approach was that we (the team leaders, and I as their manager) were able to identify some
staff members who required performance counselling, and some deficiencies in the processes
that were being used to meet the targets. This required some adjustments to the strategy, but
with some additional training and a change to work procedures through a process of
collaboration with the staff, the KPIs rose to above the standard required within a three-month
period – a great success for the Department and for me personally.”
“I can’t think of a better example of a time in my life when I’ve worked hard and achieved
results than the time when I took a two year sabbatical from the workplace to embrace my
lifelong passion for chocolate.
My goal was to develop my own boutique, artisanal chocolate bar. To this end I developed a
two year plan in which I aimed to produce, market and sell my bar to retailers.
I had to make contacts in a wide variety of different industries in order to realise my goal. For
example, I knew that the best cocoa beans in the world are grown in Venezuela, so I contacted
the embassy in Caracas, then used Australian business contacts they gave me to meet local
cocoa farmers.
I knew that a critical success factor was how my chocolate tasted, so I organised a focus group
of people from whom I could seek feedback about it. I resisted the temptation to use friends
and family, as I felt that they would be tempted to tell me what I wanted to hear rather than
what I needed to.
As this was a self-directed project my deadlines were self-imposed, but that meant I had to
monitor my progress extremely closely, as there was no else to tell me that I was falling behind.
Hiccups and setbacks too numerous to mention meant that I had to reorganise and reschedule
on an almost weekly basis. For example, when my packaging machine broke down just five days
before I was due to deliver on my first contract, I contacted all of friends and family and a temp
agency and organised thirty people to wrap the bars by hand, over two marathon 12-hour days.
The concrete result I achieved was that two years after a standing start, I had produced and
marketed a new chocolate bar and seen it stocked by three chocolate shops and two IGA
supermarkets.”
“Achieving results was a huge priority during the four years when I managed the Parramatta
office of Centrelink.
I began in this role at a time when Centrelink was trying hard nation-wide to build closer
community relationships in the districts where their offices were located. This was an identified
strategic priority. An example of my efforts to drive this agenda forward is that I instigated
regular open days where community organisations had the opportunity to interact one-on-one
with Centrelink staff, swap information, and develop closer working relationships. These open
days were hailed as a great success by all concerned.
I also did a lot of work to build the organisational capability and responsiveness of Centrelink
Parramatta. For example, our customers came from a highly diverse range of cultural and
linguistic backgrounds, and shortly after beginning in my role I recognised that we might have
been providing those customers with a poor service and not really knowing it, and thereby
remaining inflexible despite changing demands. To address this I set up a community liaison
team to meet with customer groups and explore ways for us to improve our effectiveness. This
process lead to a lot of initiatives which feedback from the community told us were very
successful in providing a better service to all of our customers.
A further personal priority of mine during my four years at Centrelink was to promote a culture
of excellence among the front-line staff and to ensure that they had the tools and resources
that would enable them to do a great job. I encouraged the various teams to take pride in their
work and I instructed team leaders to build teams with complementary skill sets – this
sometimes involved shuffling staff around, but the outcomes in terms of staff retention and
performance were well worth it.
When I felt that it was time to move on from this role I was able to look at the organisation and
see many improvements on where it had been four years previously, and know that I had
unequivocally delivered strong results.”
“SUPPORTS PRODUCTIVE WORKING RELATIONSHIPS”
Values individual differences and diversity:
Recognises the positive benefits that can be gained from diversity.
Recognises the different working styles of individuals, and factors this into the management of
tasks.
Tries to see things from different perspectives.
Treats people with respect and courtesy.
“I have strived to build productive working relationships throughout my career to date, and I’m
pleased to say that I’ve achieved a great deal of success in this area.
A good example is when I worked as a Housing Adviser with a local council. In the main, this
position involved interviewing people with housing problems and offering them advice and
assistance. At the maximum, this could involve the council providing financial assistance so that
they could be adequately housed, but resources had to be allocated sparingly.
The team I worked in at the council was very mixed in terms of just about every demographic,
including age, sex, race, and cultural background. I hadn’t experienced this kind of diversity
before, and I’m not ashamed to say that at first I found it challenging to relate to all of my
workmates.
Over time however, I began to recognise that despite diverse appearances, we all shared a
common spirit and common goals. The diversity in our team was also a real strength in our
ability to do our jobs well; our clients were also a very diverse group, and I saw that the
diversity of our team helped us to understand their needs and consistently assist them in the
best way possible.
Also, despite outward appearances there was nobody so different that I couldn’t find a way to
relate to them and from there build a great working relationship. My team-mates helped me
when I had a difficult client or was having a bad day, and I did the same for them – a
relationship of mutual benefit.
I left this job with a deep appreciation for diversity in a workplace, and I maintain several strong
friendships with former workmates from the council even now, three years on. In my view this
is the best evidence possible for someone’s ability to build productive relationships at work.”
“I had the opportunity to demonstrate my excellent abilities in building and maintaining

productive working relationships when I worked as a trainee journalist with ABC radio in a rural
area.
My work involved researching stories for the daily news bulletin, which I also presented. To this
end I had to interview people in the local area, in person or by telephone. Doing so could
involve asking about their press release, getting a quote or recording a sound bite, and often it
was many things at once.
It was unusual for the people I contacted to be neutral parties in the issues I was interviewing
them about. Inevitably they worked for, or were involved with, a certain organisation and
wanted (to a greater or lesser degree) to push an agenda. As my job was of course to report the
facts as objectively as possibly, this was no small source of potential conflict.
Also, because I was working in a rural area with a small population, I found myself contacting
the same people again and again. This meant it was crucial to maintain a good working
relationship with them. If I didn’t, then I ran the risk that the next time I called they would
refuse to speak with me, and that would have made my job very difficult to do. On the other
hand if I didn’t ask them the difficult questions that needed to be asked then I wouldn’t have
been doing my job.
This was an excellent lesson in the important of maintaining good, productive relationships in a
work context, and one that I learned a lot from. My approach was to always give some thought
to the needs of the person I was about to speak to before I picked up the phone. This meant
that I treated them as collaborators rather than tools, and they reacted very positively to this.”
“The ability to build and support productive relationships at work is a key strength of mine. I
honed this ability when I worked as a Customer Service Representative with a major bank in a
country area.
We had a lot of elderly customers and we also had a lot of customers who were farmers with
rural finance products. Both these customer groups put a lot of faith and trust in us to help
them manage their affairs, and I was constantly responsive to their needs.
Sometimes it was tempting with these customer groups to tell them what they wanted to hear
in terms of their financial position, but I always maintained a policy of being completely upfront
and honest. This included clarifying deadlines, reminding customers of when payments would
fall due, explaining how much interest they were paying on loans and so on.
I am required to determine customer needs and provide solutions. For example, an elderly
customer enquired about her bank account as she felt that there was a discrepancy in the
balance. After having a conversation with her in the privacy of my office, I discovered that what
was really concerning her was the amount of her last pension payment. As she was not
comfortable contacting Centrelink, I did so on her behalf and we were able to clarify the issue
and resolve her confusion. She was most appreciative of my help and left my office with her
problem solved.
Because it was a small town, many of our customers were people I would see on a regular basis
in a social setting outside of work. However, at no time did I compromise my relationship with
them by being anything other than courteous and professional at work.
My success at building and supporting productive relationships with customers and other staff
in this position is demonstrated by the fact that I won ‘employee of the month’ awards on three
occasions during the 13 months that I worked there.”
“My greatest achievement in supporting productive working relationships came when I worked
as a Specialist Analyst Programmer at ANZ Bank.
This was obviously a technical role, but over time a significant part of my duties evolved into
being a supervisor and a mentor for our many graduate programmers. Almost all of these
graduate programmers were men, a large percentage of them did not speak English as a first
language, and overall I think it was fair to say that they weren’t the best communicators –
though they were technically very skilled. There wasn’t a lot of effective communication going
on between this group and the rest of the section, and I took it upon myself to offer my
assistance in order to build and maintain relationships with our graduates and between them
and other people in the section. I encouraged more face-to-face communication and more
communication in general.
To ensure that contributions were recognised and encouraged, I approached senior

management with an idea to hand out a monthly prize to the graduate programmer judged
best-performing by his or her workmates, with no one person able to win the prize twice in
succession. As this idea was cheap and easy to implement it was green-lit, and was very
successful at fostering a sense that effort would be rewarded.
Another initiative that I instituted was to identify learning opportunities for our graduate
programmers where I could see that there were gaps in their skill-sets. This including training
on topics like effective communication in the workplace and assertiveness as well as technical
topics.
As a result of my actions in building and supporting productive working relationships with our
graduate programmers, ANZ was better able to harness the benefits of their skills and
knowledge of our graduates, and the graduates were empowered to successfully complete our
graduate program and move on to more senior positions. I received an Outstanding
Contribution award in recognition of this at one of our yearly awards ceremonies, and this is
something that I’m very proud of.”
“My present position as a team leader in Global Executive Recruitment at the boutique
recruitment company TXT International is all about supporting productive relationships, which
has presented me with the opportunity to really build on and develop my skills in this arena.
At TXT International I manage a small of 4-5 people in a highly pressurized working

environment. We target the top 5% of the recruitment market, seeking out exactly the right
person for our clients and contacting them with an offer whether they’re actively seeking a new
position or not. We pride ourselves on our partnerships with some of the world’s biggest and
most respected companies, and on our network that can target senior executives in any
industry and location. Productive relationships with our partner companies and with top senior
executives are absolutely key to our continued success, and this is something that as team
leader I put a lot of work into.
Regrettably when I started at TXT International I found that the atmosphere in the office was
not so good; heated arguments were not uncommon and there had been a high turnover of
junior staff, which is not good for our relationships with partner companies as it means a lack of
continuity. I noted that those in senior management positions could be demanding and even
volatile at times and quickly realised that I needed to act as a buffer between my team and
senior management.
To deal with this unpleasant and destructive atmosphere in the workplace I began by listening
to what my team members had to say, arranging half-hour one-on-one meetings with each
member of my team over a coffee outside the office. This could be a forum for me to give
feedback in a non-threatening way, but it was also an opportunity for team members to vent. I
gave a guarantee that they could say anything they liked about senior management and that it
would never be linked back to them. I kept this guarantee, but I also fed back the general
comments to senior management, helping them to see that the different members of the team
had to be treated with dignity and respect, and given praise for good work done as well as
censure for mistakes.
Over time this approach payed real dividends in the office. Senior managers were better
behaved, arguments ceased almost entirely, there was a much improved atmosphere, and staff
turnover fell almost to zero.”
“There’s no doubt in my mind that supporting productive working relationships is something

that, through experience, I have become very good at.
An example of my achievements in this area arises from when I worked as a Social Worker
Team Leader at Benalla & District Memorial Hospital. In the period when I started there had
been a freeze on new hires due to budget cutbacks but NO reduction in the amount of work we
had coming in. It was my responsibility to delegate work to the team, but I had to be very
careful in doing so as workloads were always high. To manage this, I actively listened to what
members of my team told me about their capacity to take on more work, and I worked
collaboratively with them to help them manage their caseloads, prioritise effectively, and work
smarter to save time.
The environment at Benalla & District Memorial Hospital could also be quite political, with a
rapidly changing landscape in terms of funding and management priorities. To protect and
support my team, I gathered as much information as I could about these issue and I instituted
weekly ‘What’s New’ chat sessions with them so that I could share information with them and
listen to their feedback and concerns.
Further, I got actively involved in ensuring that my team members were progressing
professionally by encouraging them to attend training sessions and regularly passing along
information about new developments in our profession. On one occasion a team member badly
wanted to attend a conference that was being held in Perth that was highly relevant to her
career development, and I advocated strongly on her behalf with senior management to obtain
funding for her to attend. After a few setbacks I was successful in this and the team member
was able to attend, something which I felt contributed greatly to her value in the team.”
“As editor-in-chief for media, politics, society and culture magazine ‘The Monthly’, I’d estimate
that as much as 80% of my time at work was spent cultivating productive working relationships.
It was without question my main focus.
One big reason for this was that at The Monthly all of our articles were commissioned – we
didn’t accept unsolicited submissions – and as such nurturing relationships with leading
Australian thinkers and writers was of paramount importance to the success of the entire
enterprise. To this end I frequently contacted our writers to offer assistance of some kind, to
encourage and consult with them, and to give praise and recognition when articles were high
quality, submitted on time, or received positive feedback from readers.
At the same time, an editor can’t be a friend to his contributing writers all of the time, and so I
had to ensure that these were truly productive working relationships by sometimes telling
writers that they had missed deadlines, that their contracts were in jeopardy, that there were
problems with their manuscripts, and so on. In this way I gave prompt feedback and dealt with
under-performance swiftly and decisively.
Cultivating productive working relationships with staff was also a big part of my job at The
Monthly. For example, I noticed when I began in this position that some staff were inclined to
‘take it easy’ for the first two weeks after an edition went to press, which inevitably led to very
long hours in the week before the next issue was due to go to press. Some staff felt that this
was normal in the magazine industry. Other staff, particularly those with families, felt that the
work could be spread more evenly over the available time so that there wasn’t as much of a
last-minute rush. In response I began a consultation process to refine our production calendar
and article status chart, and the end result was a production process which suited the different
working styles of both of these group of staff members.”
“As Director Inspections at the Commonwealth Ombudsman I lead and managed a team who
conducted compliance audits of enforcement agencies in relation to their use of statutory
powers, and a key part of this job was to cultivate strong working relationships with relevant
enforcement agencies.
Because of my position it was common for enforcement agency staff to be highly deferential
when we were on-site conducting these audits. I saw this as unhelpful (though not entirely
unpleasant!), as what was needed was a frank exchange of views, not empty platitudes. The
other extreme, which I also encountered on some occasions, was when the enforcement
agency was openly hostile to having their use of statutory powers brought into question.
To get around these two problems I built working relationships with enforcement agency staff. I
went out of my way to explain that I saw our agendas as being shared: they wanted their staff
to act professionally and within the law, and so did I. Our shared goal was improved
compliance, and sanctions were unlikely to be imposed provided everyone was working
towards this goal. Once this was properly understood I found that my relationships with
enforcement agency staff were highly productive.
Also, to cultivate productive working relationships with my colleagues, I mentored two junior
staff members under our mentoring program, delegated tasks and responsibility where I saw
fit, and took pains to encourage people to feel that they could freely seek me out for support
and guidance without being judged for it.
My experiences at work have taught me that strong working relationships don’t just happen,
they have to be worked at every day. As someone who has held senior management positions, I
see my role as to facilitate cooperation as much as possible, so that the people around me at
work are have their ability to quickly and easily form productive working relationships
enhanced.”
“When I look back on my work history I realise that cultivating productive working relationships
was a key part of what I did in a variety of different roles. However, it’s the time when I worked
as a planning manager for the Development Planning Branch at Ipswich City Council that
provides perhaps the best example of my strong capabilities in this realm.
This position required very high level communication skills on a daily basis as it is the nature of
planning that disparate people and groups must be brought together to collaborate and
cooperate. A particular challenge was presented by some highly vociferous residents groups in
Ipswich who often opposed Council planning initiatives. Internally they were viewed as nothing
more than an impediment to our processes, but I recognised that there were positive benefits
to be gained from listening to them and engaging with their point of view.
One issue that I dealt with during my in this position concerned a lagoon which ran through
some of the older parts of the city. Due to years of silt build-up the lagoon had become very
shallow, and our engineering section were adamant that the lagoon had to be dredged in order
to lower it by 1.5 meters to allow for adequate storm water runoff in the event of severe rain.
However a local residents group were opposed to this as the lowering of the water level would
cause the roots of old trees on the banks to become exposed, which could cause them harm.
To resolve this issue I brokered an informal meeting consisting of myself, the Chief Engineer, an
arborist from the council, and two representatives from the residents group, and this lead to an
outcome which satisfied all parties and did not damage the trees.
Also, on order to cultivate productive working relationships with my staff I instigated three-
person mentoring groups. These consisted of one senior and two junior staff members who
would meet informally once a fortnight for 30 minutes and simply chat about whatever was
going on at work. These were a great success, leading to innumerable instances of things such
as good ideas being fed back up to senior management. They also had a noticeable effect on
staff retention rates.”
“DISPLAYS PERSONAL DRIVE AND INTEGRITY”
Commits to action
Takes personal responsibility for accurate completion of work and seeks guidance when
required.
Shows initiative and does what is required.
Commits energy and drive to see that goals are achieved.
“I’ve displayed my personal drive and integrity over the past four months while I’ve worked
part-time as an information processing officer at a company that specializes in litigation
support, ‘Legal Data Co’.
While the work in this role is relatively simple, it requires concentration and a high degree of
attention to detail. My approach is to work quickly and accurately, but to stop and immediately
ask questions if I’m not sure about how to do something. I take responsibility for my work and if
I make a mistake I admit to it immediately, which saves a lot of time in the long run.
At times I am called in to work on weekends or at night to assist in meeting tight deadlines.

These situations can involve some pressure but I respond by maintaining a calm and positive
attitude.
Where appropriate I’m not afraid to take the initiative and make suggestions in this role, which
I think is particularly important given that Legal Data Co is a very young company that doesn’t
have every procedure totally nailed down yet.
One day I was asked to begin work on a new data set and I quickly realised that there was a
much faster way to enter a particular set of records into our database program. I took the
initiative and told my supervisor what I had in mind, and though he was dismissive at first, I
stuck to my guns and convinced him that my idea had merit. We implemented the method I’d
thought of and sure enough, it lead to a substantial productivity increase. At the end of my shift
that day the managing director called me into her office to commend me personally on having
the resourcefulness to think of and to share a helpful suggestion. It’s my firm intention to bring
this level of drive and integrity to every job that I undertake.”
“I’m confident that I possess personal drive and integrity and I possess the work history to
demonstrate this.
A previous job I had was as an trainee hairdresser. I worked in a salon in a suburban area and
we struggled at times to attract enough customers to keep the business afloat. After I’d been
working there for a couple of months my boss revealed that if we didn’t start getting more
custom then the business was in jeopardy.
Because my role was very junior, it wasn’t really my responsibility to come up with ways to
improve business, nor was this expected. Nonetheless, I took the initiative and suggested to my
boss that we begin asking our customers for a contact telephone number so that we could call
them the day after their appointment to ask for some feedback on the service that they had
received.
I suggested this because I realised that it was very important for the business to attract repeat
customers, as it was in an area without a lot of passing traffic. Also, our customers would rarely
say anything negative about their experience with us at the end of their appointment, but a day
later and over the telephone they were more inclined to answer with honesty, making it a
valuable opportunity to get feedback that we could use to improve our practices.
As it was my idea I was given the responsibility of making the calls to customers. When they
gave negative feedback, I relayed this to my boss and then as a team we discussed ways to
improve in order to address the issues raised. After a couple of weeks of doing this I came up
with the idea of offering customers who gave negative feedback incentives (such as $10 off a
cut and colour) if they would come back and try us again. This strategy was highly effective at
retaining customers and getting their repeat business – so much so that six months later we
had to take on another staff member to cope with the increased demand for appointments”.
“I showed integrity and a great deal of personal drive when for a period of time I worked
weekends with a company that did landscape gardening. I’d never done anything like that in
the past, and because I wasn’t as physically big or strong as my workmates, I found it to be
initially quite challenging. I got tired quickly and I struggled to complete some of the tasks as
fast as my team leader would have liked.
After a couple of shifts it seemed like I wouldn’t be able to continue in the job, and I was on the
point of handing in my notice. However, I decided that before doing so I would try applying myself
100% to the work and seeing whether I could turn things around.
My strategy was first of all to seek out experienced members of the team to ask for their
guidance on how to complete tasks without having to rely so much on strength. I was
persistent, and with their advice and my own ideas I soon worked out how to do the necessary
tasks in a way that wouldn’t cause me to get so tired.
This approach was a great success. Keeping up became less and less of a problem, I started to
enjoy the work, and along the way I gained the respect of my workmates and of our team
leader. I even invented a couple of new ways of doing things that were adopted as standard
practice by the team as a whole.
This experience was a great lesson in the benefits of committing to action. It also taught me to
take personal responsibility for my performance at work, as there are always ways of improving
even if the situation seems impossible. I now know that whatever the challenge, I’ll be able to
find a way to overcome it.”
“I know that I have a huge amount of personal drive and integrity, and I feel that I amply
displayed it when at the age of 27 I started my own boutique Search Engine Optimization
Company.
It was a massive challenge to get the company off the ground, particularly as economic were
tough conditions, but I persisted in trying to achieve my objectives for the business and
eventually I was rewarded.
Working with just one other full-time employee we created, marketed and slowly built our
client list. The pressure was intense and it was tempting at times to abandon the company and
go back to the stability and comfort of working for someone else, but I had the energy and drive
to commit 100% and never doubt that the company would succeed.
The toughest point in the life of the company was at the two-year mark, when despite a lot of
hard work it looked like the company had reached a plateau and business was not growing the
way it needed to. I realised that we had to expand into the undeveloped Chinese market but
that was a very daunting prospect. After a few tentative steps I realised that I had to take the
initiative and commit myself and the company to doing what I thought was necessary. I
immediately booked a flight to Shanghai and three weeks later I had an apartment there and
was setting up meetings with companies based there.
Living in China was very difficult at times but I was so focused on my goals for the company that
I was able to respond to problems positively and calmly. Looking back I made a lot of mistakes,
but I always acknowledged and learnt from them, and I rarely made the same mistake twice.
My drive and persistency have paid off, and turnover for the company is now $100k+ per
annum. We have three full-time employees besides me and I’m looking to step back from the
business and pursue other employment opportunities.”
“I display drive and integrity every day of my life, not just at work. The best example of this was
when for 10 months I managed my family’s restaurant, as this was a personal challenge as well
as a work one.
Without any prior management experience I was called to take on this role as my father
become suddenly and seriously ill and my mother had to become his full-time carer. It was a
very challenging prospect but I also saw it as in a way a great opportunity to help my parents
and also to build my skills.
In the first couple of weeks that I managed the restaurant a key employee was caught stealing
from the till, and shortly thereafter there was a fire in the kitchen that shut us down for two
weeks, so my ‘trial by fire’ was unfortunately literal. Also, the larger problem was that the
restaurant had been only breaking even for a couple of years, and business was not improving.
After dealing with the immediate problems I made a determination and a commitment to
turning things around. I realised that we needed to get more feedback from our customers and
potential customers about the restaurant and so we went out and canvassed opinions in the
community. We received consistent feedback that the restaurant was viewed as being old-
fashioned and the food too heavy and lacking in flavour.
I consulted with the chef about changing the menu but he was highly resistant to changing it. I
realised that in order to move forward unfortunately he would have to be let go. He was a
family friend and so it was difficult to convince my parents that it was necessary to replace him
if the restaurant was to be a success again. They challenged me on this view but I stood by my
position and persisted, and they saw that it was the right thing to do.
The replacement of the chef transpired to be a turning point in the restaurant’s fortunes and
with some other changes and a local advertising campaign the restaurant began to turn a profit
again. Although I was enjoying the work after 10 months turnover was such that we could
employ a part-time manager, allowing me to return to my studies and finish my degree. To this
day the restaurant has remained popular and is often fully booked.”
“I displayed a great deal of personal drive and integrity when for seven months I worked at the
Department of Health. I was employed on a contract basis as a Project Leader in the Marketing
Team, and the project I was employed to lead was about raising the public’s awareness of the
dangerous effects of childhood obesity.
When I began at the Department of Health the project had already been running for some time,
and an ad campaign had been developed. However, this ad campaign did very poorly when
shown to test audiences, scoring low on both cut-through and on its likelihood of bringing
about behaviour change.
I became aware that there were a number of people in the Marketing Team who would’ve
preferred to ignore the poor performance of the ad campaign in testing and press on with the
launch of the campaign regardless, but I felt strongly that we should debate it internally, and if
necessary, take the tough decision to scrap the ad campaign and start again from scratch. My
view was that as our corporate agenda was to promote health and well-being in a cost-effective
way, we could not in good conscience throw good money after bad after being clearly told that
what had been developed would not garner results.
It was difficult to drive this process and I needed to be courageous on many occasions to
challenge the views of others in a constructive way. At all times however I felt that if I
continued to stand by my position and act positively the momentum of opinion would start to
swing my way. This is what happened, and the decision was taken to scrap the ad campaign and
engage external consultants to review our team and help us engineer internal change. I
encouraged my colleagues to evaluate my performance during this process and I learnt a lot
about how my approach impacted on others.
Ultimately we went back to the drawing board with a revitalised enthusiasm and produced a
fantastic ad campaign that tested very well. It aired for a couple of months, and follow-up
studies have shown that it has had measurable and significant success in changing attitudes,
beliefs and behaviours in the community. I’m confident that in time this will translate into less
need for interventions from the health sector and reduced costs in providing care overall.”
“I exemplified personal drive and integrity when I worked as an Assistant Director at the
Department of Agriculture, Fisheries and Forestry (DAFF). This was in the Grants and Contract
Services section of DAFF, which focuses on grants management delivery and contract support.
In this role I worked extensively on the planning, development, implementation and
management of the ‘Caring for our Country Community Action Grants’ program
(www.nrm.gov.au). (This is a program where community groups apply for grants of between
$5000 and $20,000 to take action and protect and enhance their natural environment.)
Providing key support to the section director was a big part of my job and my main duty in this
capacity was to provide him with frank and forthright advice. I knew that the program would
see the best outcomes if I was willing to voice my opinion and to take up difficult or
controversial issues rather than staying silent.
An example of my honest advice was when I championed the inclusion of ‘Community Skills,
Knowledge and Engagement’ as a National Priority Area under the program. I did this because
of strong feedback from stakeholder groups which showed that it was something that they
wanted, but it was something that the section director was against. It would have been much
easier for me to drop my support for this National Priority Area, but I believed in it and was
resilient enough to embrace the challenge. I modified my approach with the section director
and before long I was able to find common ground with him and get him to agree to the
inclusion of Community Skills, Knowledge and Engagement as a National Priority Area.
Another time I came to a point where I felt that grant applications were being assessed
inconsistently, and that as a result there was a legitimate argument that some community
groups were getting larger grants or being more successful than others for no good reason. I
strongly felt that a more defined process of assessing grant applications was urgently called for,
so I committed energy and drive to achieving this, and within a few months I had overseen an
overhaul of the assessment process.
Liaising with external stakeholders also formed a large part of my duties with DAFF. I constantly
strove to represent DAFF and the Caring for our Country Community Action Grants program as
effectively as possible. I did this by being open to new ideas, open to both positive and negative
feedback, and by making myself available before and after public forums to meet with people
face-to-face.”
“I exemplify personal drive and integrity every day in my present position as technical team
leader at the Department of Innovation, Industry, Science and Research.
The focus of this role is systems delivery. While I have some background experience in ICT I
don’t have any formal training in it, and so this position initially presented a lot of new
challenges. It was also a more pressurized work environment than I had experienced before. As
a result of these two things I felt a lot of pressure from day one, but I responded to this in a
controlled and positive way, and committed myself to mastering the responsibilities of the role
as quickly as possible.
One challenge that presented itself early on was becoming familiar with CA Technologies’
program ‘Clarity’, the complex web-based workflow system used by the Department. I found
this to be a very user-unfriendly program, and a lot of other people struggled with it too, but it
was a crucial tool in the smooth running of our operations. As such I resolved to make myself an
expert in this system. It was only by being persistent and resilient that I managed to advance
my skills in this complex program, but after only three months on the job senior management
decided that I had displayed such aptitude and personal drive that I was provided with
specialised training which enabled me to become the Department’s product expert in the
Clarity program.
Above all, this position at the Department of Innovation, Industry, Science and Research has
demanded that I be motivated and a ‘self-learner’, and so that’s what I have endeavoured to
be. I firmly believe that this shows a strong commitment to personal development and a
professional and courageous approach. I would bring these values to any future role and I’m
confident that no matter the circumstances, my personal drive will lead me to excel.”
“As a Councillor in the Darwin City Council, it’s not just my disposition to display personal drive
and integrity – it’s my job.
As part of my role as City Councillor I’m on the ‘Tourism Top End’ committee, and my
membership of this committee displays my drive and integrity very well. When I joined this
committee I saw immediately that it had become stagnant, and that on the marketing side
there was too much reliance on easy clichés about what Darwin and its surrounds has to offer
to tourists.
Almost as quickly I decided to engage with risk and commit to action over what I saw as the
committee’s failings. In partnership with another new committee member (a fellow Councillor)
I undertook to reform the committee, rejuvenate the membership and start it generating some
new and innovative ideas about how to sell Darwin to the rest of Australia and the world. This
proved to be a huge challenge, but it was one that I strongly believed in, and I committed
energy and drive to doing it.
It took a good 18 months to really begin to see the benefits of the changes that I masterminded
to the Tourism Top End committee, and there were many setbacks where I had to be resilient
to sustain the momentum. In the end however the results were well worth it, and they speak
for themselves: a 23% year-on-year rise in domestic tourism, a 17% rise in international
tourism, and a young and dynamic committee that is ready to respond to future challenges.
Beyond this committee I have been involved with 8-10 other committees during my time as
Councillor, and I freely admit that on more than one occasion my enthusiasm has outstripped
my knowledge of the subject, at least initially. However my energy, my willingness to engage,
and my determination to keep moving forward have been a huge asset to every one of them.”
“COMMUNICATES WITH INFLUENCE”
Communicates clearly / Listens, understands and adapts to audience / Negotiates confidently
Listens to differing ideas and views to develop a clear understanding of the issues.
Discusses issues credibly and thoughtfully without getting personal or aggressive.
Identifies relevant stakeholders.
Identifies other people’s expectations and concerns.
“In my working life one of the things I’ve focused on building is my ability to communicate
clearly and confidently with those around me, as I believe this is a vital skill in almost any job.
I faced the biggest challenge to my communication skills two years ago when I started working
as a waiter at a café /restaurant with a lot of regular patrons. Many of these regular patrons
were older Italian and Greek men, and I found that they could be challenging to deal with. In
fact, I found their attitudes towards me as a young woman to be quite condescending and
sexist.
I discussed this issue with my boss, the owner of the café, and he said that while he understood
my position, these gentlemen were the mainstay of the business and it was vital that they keep
coming back. In response I said that although I understood his position, I couldn’t accept a
working environment where I didn’t feel respected, and that if the behaviour of these
customers continued in the same vein I would need to respond to it. My boss said that this was
fair enough and agreed to support me as much as possible.
From that point on, if I felt that I was being badly treated by a customer, I had a conversation
with them. I would explain that while it was my job to serve them, I expected nonetheless to be
treated politely and with respect. Due to the calm and confident manner in which I approached
this it was actually very well received, and it quickly led to a change in behaviour from almost all
of these regular patrons. In the weeks and months that followed I began to get along very well
the regular patrons. While I don’t work at the café anymore, I visit once every couple of weeks
specifically to chat with a number of the regular patrons – we’ve become friends.”
“I’ve worked to build and improve my communication skills throughout my working life, and I
displayed my ability to communicate with influence when for a short time I worked as a
contract tender writer at a human resources firm.
This position required that I communicate extensively with people at all levels of the
organisation in order to find out the information that was to go in the tender document. At first
I didn’t know who to consult on specific issues, but I quickly learnt to identify which people in
the organisation were the key information holders.
When speaking to people in order to gather information, my technique was to listen, ask
clarifying questions, and then summarise my understanding back to the speaker in as clear and
concise a manner as possible. This structured approach to communication allowed me to get
my head around a lot of unfamiliar issues in a short space of time.
I found speaking with the directors of the firm rather daunting at first; certain members of this
group could be forceful in presenting their views. However, I didn’t allow myself to be
intimidated by their seniority. I was respectful, but assertive, and I spoke up if I didn’t
understand something or if I needed to point out that someone else had expressed an
alternative view.
When it came to writing the tender documents my approach was to hammer home the key
strengths of the firm at every opportunity. I spent a lot of time editing and paring down what I
had written so that our unique selling proposition was crystal clear to even a bored or
disinterested reader.
While the first two tenders I wrote were unsuccessful, we won three out of the next four. This
was a great result for the business and activated a bonus clause that was present in my
contract.”
“I displayed my skills at communicating with influence during my final year at university, in the
course of completing a subject that involved small group work. I was part of a four-person
group and we had to complete a project by the send of semester. After a couple of group
meetings it soon became clear that one member of our group wasn’t contributing. Without
knowing exactly why this was, the other two members of the group started to make disparaging
comments about her behind her back, and I could see that it was becoming a problem for group
harmony and ultimately for getting the best results possible for the project.
I decided to try to resolve the issue, so I approached our under-performing group member
away from the rest of the group and asked her how she thought the group project was
progressing. At first she was reluctant to say much, but with some prompting she revealed that
she didn’t feel confident enough of her English to voice her opinions or to get involved with the
group decisions. I discussed this with her and explained that no-one in the group would care
about her English as long; the important thing was to be an active part of the group and to
make a contribution. She agreed that she would try to do so.
After this I went to the other two group members, explained things, and asked that they
encourage her to contribute and to be patient. They did this, and with a little encouragement
our fourth group member grew in confidence and from that point on the group started to really
work well together.
At the end of the term our group received the highest mark in the class for our project, which
I’m sure wouldn’t have been possible without the full participation of all of our members. I feel
that it was my superior ability to communicate with influence that was instrumental in
resolving the problem and getting a great result for all concerned.”
“When I worked for 10 months as a speech writer with the Victoria Police I had an amazing
opportunity to flex my communication skills to the limit. In this role I was responsible for
writing all major speeches for the Chief Commissioner and for most of the other senior
members of the Victoria Police.
The goal of my role was “To help the Chief Commissioner and his team communicate their
shared vision for the future of policing in Victoria”, and to this end I worked hard to ensure that
the speeches I wrote were clear, concise and articulate, that key points were communicated
and that the language was unambiguous.” It was imperative that the public got the message
but also got the impression that the Victoria Police represented a firm had on the rudder of law
and order in Victoria.
Everything I wrote was thoroughly researched. At times it was necessary for me to negotiate
with other parties on the basis that what they wanted to include in speeches wasn’t supported
by the evidence, and to this end I had to be very persuasive with people much more senior than
myself. I negotiated with the Chief Commissioner, senior members of the Victoria Police, and
members of the Media and Corporate Communications Team over the content and format of
speeches. Speechwriting is often a collaborative process between the writer, the person who is
going to give the speech, and an array of other people, from lawyers to lobby groups and
everything in between. I’m always ready to accept comments and criticism on my drafts, and I
always seek to remove misunderstandings and listen carefully to the view of others.
Unfortunately, speech writers are only recognised for their errors, but in this role I got my share
of recognition for the successes as well. For example, at one time I was called on to write a
speech for the Chief Commissioner which announced the Victoria Police’s new campaign to
crack down on profit-hungry nightclubs. The speech was to be presented at a drug and alcohol
centre in St Kilda. This speech was very well received for its content but also for its tone, and I
received a personal letter of thanks from the Chief Commissioner for a job well done.”
“As a result of my current job with the NSW Commission for Children and Young People my
ability to communicate with influence has become one of the strongest in my skillset.
The NSW Commission for Children and Young People works to make the state a better place for
children and young people. One of the ways we do this is to involve them in the decision-
making that affects their lives, as very often children and young people are simply subjected to
whatever the adults around them think is best for them.
One of my main tasks is to coordinate the Commission’s ‘Young People’s Reference Group’,
which brings together groups of young people to discuss their issues and concerns. This is often
tied to new and upcoming legislative regimes. For example, if the government is coming up
with a new law or policy that will affect young people, the Young People’s Reference Group is
convened to discuss it.
As well as coordinating these groups I also MC about half of them. Some issues I have worked
on include health, education, driving, and drugs and alcohol. The structure of them is that the
presenter introduces the topic and then leads a structured debate with some floor rules so that
things stay on track. When introducing a topic I translate the law or policy into a set of talking
points for discussion. I do this using clear and unambiguous language, periodically checking
their understanding by asking them questions.
During the debate I listen carefully and interject as little as possible, doing so mostly to ensure
that misunderstandings are quickly corrected and persuasively steering the conversation so
that it remains on-topic and productive.
Following a debate I feed what was talked about by the group back to my superiors in the form
of a written report. I strongly believe that getting the input of young people about proposed
laws is beneficial both for the government (as it leads to better laws) and for young people (as
it shows them that their opinion is counted) and so I work hard to present their input to the
lawmakers in a confident and persuasive way.”
“Many people hold the view that communication skills are under-represented in the IT sector,
but this isn’t a view I share. As web content coordinator for the State Records Department I
develop and maintain multiple websites, and a large part of the job involves communication,
and in particular, explaining technical issues to a non-technical audience.
When I communicate at work I endeavour always to tailor what I say to the technical
proficiency of my audience. I’m careful in choosing my words to avoid jargon and abbreviations,
and I employ techniques to ensure that my audience is ‘still with me’, as I find that if I don’t do
this people will pretend to understand but actually won’t!
I regularly receive highly positive feedback about my oral communication skills in this position.
A comment that I hear a lot is “you don’t talk like an IT person”, and many people had told me
that they never really understood something until they heard my explanation.
Another part of my position is to coordinate the monthly e-newsletter that goes out to all staff
in the Department. Collating this document involves liaising with seven Team Leaders and a
handful of more senior staff to gather material for the newsletter. At times I have to be very
persistent so that people get their articles to me on time for the next edition, which tests my
skills of negotiation and persuasion. It’s very common for people to initially tell me that they
don’t have time to complete an article for the newsletter, but once presented with a persuasive
set of reasons for doing so they comply.
Something that I always pay close attention to when I’m communicating at work is the medium,
which I believe is too often regarded as a triviality. My view is that picking the right medium for
conveying information is a factor of both what information is being conveyed (this is perhaps
obvious), and who you’re conveying it to (which is less obvious). Some people simply respond
and communicate better via a text-based method such as email or chat, while others are not as
effective in these mediums and require a phone call or face-to-face meeting.
As an IT professional I consider it my responsibility to demonstrate to others that those who

work in IT can be just as persuasive, assured and influential in their communications as anyone
else, and I act on this responsibility on a daily basis.”
“I possess high-level skills at communicating clearly, tailoring my communications to my

audience and negotiating persuasively. I got to display these skills when I worked as a Project
Manager at the Commonwealth Scientific and Industrial Research Organisation (CSIRO). The
project I lead was ‘Inspiring Australia’ in the CSIRO Education division.
My chief responsibilities in this role were initiating and maintaining stakeholder relationships,
creating partnerships and obtaining sponsorship for science communication events, and all of
these responsibilities called for highly developed communication skills.
A specific task that I had to carry out in this job was supporting the successful delivery of
National Science Week. I was forced to hit the ground running with this task, as one of our
major sponsors pulled out just three weeks from the beginning of my first Science Week. This
was unexpected, but I applied myself to the task of replacing that sponsor, and through
persuasive negotiating I’m proud to say that I engaged two new major sponsors before Science
Week began.
At CSIRO I was also directly involved in developing science communication activities for
children, young adults and adult audiences. Because the core of effective science
communication is translating complex information for others using appropriate methods, it is
incredibly important to seek to understand your audience and then think about the best
medium to convey your message to them. It’s often much more effective to communicate
science concepts using analogies, stories and practical demonstrations as opposed to mere
descriptions.
In my second year in this role I had the task of developing an interactive science workshop for
9-12 year olds for National Science Week. I had some leeway as far as subject matter was
concerned, so I choose snot (i.e. mucus) and its role in the nose’s job of smelling. Obviously, this
was a calculated choice based on the likely interests of the audience! I structured the workshop
to include a lot of hands-on work (the participants got to make and manipulate fake green snot,
among other things) as my experience is that a participatory medium is the best way to engage
an audience in this age range.
Science presenters must know more about their subject than just what they’re going to
present, so that they’re able to respond effectively to questions and be in a position to ramp up
the detail and complexity if the audience is ready for it, and I did this on several occasions with
my National Science Week workshop.”
“I have always had a flair for effective and persuasive communication, and this perhaps innate
ability has been greatly enhanced by a career where I’ve sought to better my communication
skills at every turn.
The best evidence of my flair for effective and persuasive communication comes from my time
working at a market leading company in the field of medico-legal reporting. As Senior
Occupational Therapist, it was my job to do assessments of the impact of plaintiffs’ personal
injuries, to prepare expert testimony, and to appear in court to give evidence.
When I prepared occupational therapy medico-legal reports on plaintiffs’ injuries I had to

ensure that they always consisted of logically presented facts and opinions supported by my
professional expertise. In some cases they also required specific research, which had to be
presented so that it was totally unambiguous (to the point that this is possible when reporting
scientific findings).
My court appearances were communicating with influence to a ‘T’. My job as an expert witness
was to confidently and articulately present my professional view, to adapt my evidence to the
ever-changing status of the case, and to do these things while maintaining at all times the
ethical standards of my profession.
This job involved a lot of liaising with solicitors and barristers, and this also presented a
considerable challenge to my communication skills. As advocates they were utterly focused on
success in the court room and so it was not uncommon for them to ask me to present my
evidence in a way that I was unwilling to do. The back-and-forth that ensued required me to
identify their expectations and concerns, discuss the issues credibly and thoughtfully, and arrive
at a compromise that reflected both their management of the litigation and my professional
responsibilities.
I’m proud to say that over time I gained a reputation as a persuasive witness, a strong and
confident negotiator, and (as I was referred to on numerous occasions) a ‘total professional’.”
“I’ve always found the ability to communicate with influence to be something that comes
naturally to me, and my CV supports this, as I have held management positions in a variety of
contexts from a young age – often managing people significantly older than me.
For a specific illustration of my skills in this area I would select my four years as a Regional
Manager for Integrate Entertainment Pty Ltd. In this position I managed a portfolio of bowling
alleys and entertainment centres and reported directly to the State Manager for Operations.
My communication skills were tested on almost an hourly basis in this role with Integrate
Entertainment. Much of the time I was the ‘meat in the sandwich’ between the Site Managers
and the senior management of the company, and had to work very hard to keep relationships
with both sides of this equation content.
On numerous occasions declining revenues, complaints from customers or other reasons meant
that I was required to visit a specific site in order to conduct an inspection and audit of their
operations. I sought to quickly understand the problems that that particular site was having by
effectively communicating with the staff there to get the real story, and then work with them to
turn things around in a way that would be acceptable to senior management. This was
challenging because there could be a wide variety of issues which had to be addressed.
At one time I was asked to visit a bowling alley site in Lithgow that had been losing money for
over six months, and which senior management was strongly considering shutting down. Once
on-site I convened a meeting with all of the staff there (including part-timers) and clearly
articulated the concerns that senior management had over the business. By fostering an
atmosphere that was free of blame and by encouraging people to speak, I was able to quickly
identify just 2-3 core problems that were preventing the business from doing well.
Following this meeting I worked closely with the site manager to formulate a plan to turn things
around, encouraging his personal input. I then contacted the State Manager and sold the plan
to him, asking for a six month period of grace in which to put the plan into effect. He agreed,
and in just two months the centre began to break even. Now, two years later, it is one the best-
performing sites in the company. I know that my passion for persuasive and inclusive
communication allowed that to happen, and both people and revenue were protected as a
result.”
PART THREE
This Third and final Part of the book is also dedicated to examples of great responses to selection
criteria, but here we’re looking at the more traditional, old-style selection criteria that are
nonetheless still popular with many agencies and departments. They are arranged in
alphabetical order.
OTHER SELECTION CRITERIA
ADMINISTATION
A typical criterion here would be “General administrative skills including photocopying, filing,
electronic records management, responding to emails, typing correspondence, and other duties
as required,” or (at a higher level) “Ability to perform a range of complex administration
functions.”
Here’s a sample response:
“My general administrative skills, across tasks such as managing records and using office
technology, are excellent.
In previous roles I have also built excellent keyboard skills with a fast typing speed
(currently 45+ words per minute) and a high degree of accuracy (95%). I’m very
confident in the use of computers and I’ve never had any problems learning new
systems and software quickly and easily.
In my current role as a part-time receptionist at Smith Dentistry my day-to-day work

involves answering the phone, filing patient records, maintaining stationary supplies
managing our electronic patient database, sorting correspondence, responding to
emails and letters on behalf of the dentists, and using the office multifunction device.
It’s a very busy work environment with a lot of short timeframe tasks, which has allowed
me to hone my abilities at multi-tasking and prioritisation of administrative tasks.
Working in a dentist’s office means dealing with a lot of private and confidential
information about the patients. I’m always conscious of the responsibility I have to keep
this information secure, and I keep it secure by measures such as locking away
documents that aren’t in use, and locking my computer with a password when I get up
from my work station.
When I started at Smith Dentistry I was tasked with overseeing the migration of our
legacy hardcopy patient records into electronic format. This involved scanning the
hardcopy documents, coding some information from them into a database, and doing a
lot of quality assurance so that we could be confident nothing had been missed. This
was a task that required a lot of administrative skill and attention to detail, as mistakes
were unacceptable. It was expected that this would take six months to complete, but in
fact I completed the task in just four months, saving the business time and money.”
ANALYTICAL OR CONCEPTUAL SKILLS/ATTENTION TO DETAIL
This is a common criterion. Happily, it’s an easy one to write a response to, as pretty much any
job can be argued to require some analytical skills or attention to detail. This should give you
many possible Situations to talk about.
A typical criterion here would be “Highly developed analytical and conceptual skills” and
another would be “Solid analytical skills and attention to detail”.
“I’m a detail-oriented person with very solid analytical skills, and a number of my
previous positions provide solid evidence for this.
When I worked as a paraplanner with Ashmore Financial Planning for example, my job
was to analyse client data and used it to prepare Statements of Advice. In order to
prepare Statements of Advice I also had to analyse statistics about a very wide range of
financial products, and the finished Statements of Advice had to comply with strict
financial services laws, making attention to detail absolutely critical.
In the world of financial planning, new financial products and tools are constantly being
created. I applied my powers of analysis to these new offerings in order to separate ‘the
wheat from the chaff’ and identify new products and tools that would be of genuine
benefit to my clients.
At one time I had a client who had built up a large debt but was expecting his first child.
He wanted to pay off the debt completely before his son was born. It was a challenge to
structure his finances in such a way that he would be able to reduce his debt quickly
without drastically affecting his standard of living, but with careful thought I was able to
develop a plan that did this for him. This was a time when a generic approach would not
have worked. He was so happy with the advice he received that he took me and my wife
out to dinner once his debt was paid off.
More generally, in his job I gained a reputation as someone who never made mistakes.
While my co-workers thought this was down to luck, or to a ‘knack’ of some kid, I knew
it was simply because I worked hard to develop and apply my powers of analysis, and by
doing so, spot and correct errors early before they became apparent.”
APS VALUES/APS CODE OF CONDUCT
The APS Values are a set of statements that define what the APS is and what it does, and the
APS Code of Conduct is a set of statements that describes what APS employees must and must
not do. You can view the APS Values at www.apsc.gov.au/values and the Code of Conduct at
www.apsc.gov.au/conduct.
A typical criterion here would be “An understanding of and commitment to the APS Values”, or
“An understanding of and commitment to the APS Code of Conduct.” Note that criteria on the
APS Values and the Code of Conduct always seek a ‘commitment’ rather than a ‘demonstrated
ability.’ Just make sure you know exactly what the APS Values are, and say that you believe in
and are committed to upholding these kinds of values in the workplace. If you have an example
Situation to back this up then definitely include it, but if you don’t, don’t worry – this is not a
criterion on which SOCs are made or broken.
“During my employment with XYZ Company, I’ve always based the difficult decisions
that I’ve been required to make on the XYZ Charter. This has assisted me greatly in
ensuring that I’ve made a fair and effective decision for the business and its employees.
A recent example is when my manager and I were recruiting for the Training Officer /
Administration role within our department. We called for applications and received
about 35. During the process of reviewing the applications together with my manager, I
realised that I had a personal connection with one of the applicants.
While I was sure that regardless of my person connection I would have been able to
make an unbiased decision based on the merit of each individual, I understood that if I
continued my involvement with a recruitment process that included this person, a
perceived conflict of interest could have arisen. This being the case, I discussed the issue
with my manager and requested that I be replaced on the selection panel.
My manager praised me for my honesty and for speaking up, and I was removed from
the panel and a suitable replacement was found. The applications were put under
another review and the business is currently in negotiation with an individual to start
working with us soon. This was a situation where another person might have stayed
silent without any adverse consequences, but I understand that observing ethical
standards benefits everyone in the long run.
While the XYZ Charter is of course not exactly the same as the APS Values or the APS
Code of Conduct, there are distinct parallels in terms of setting out standards to adhere
to and promoting ethical behaviour. If employed by the APS I would bring the
understanding of ethical frameworks that I have from working at XYZ, and I would
commit fully to upholding the ethical framework used by the APS.”
COMPUTER SKILLS
For jobs that aren’t in IT or a related field, criteria on computer skills will almost always refer
exclusively to familiarity with certain types of software. The ‘big three’ types of software are of
course word processors, spreadsheets and databases. Rightly or wrongly, non-IT jobs aren’t
thought to require more than a basic level of skill with these software programs, and
consequently this criterion should be easy to answer satisfactorily.
A typical criterion here would be “Demonstrated computer literacy skills, including the ability to
use spreadsheets, databases and word processing applications.”
“I have used spreadsheet, database and word processing applications extensively in my

working life to date and my general computer literacy is very high.
When I worked as an accountant at Jones & Blackburn I used Microsoft Excel

spreadsheets extensively for my core work, such as preparing end-of-year financial
reports for our clients. I have attended beginner, intermediate and advanced training
sessions on Microsoft Excel organised by Jones & Blackburn, and consequently I would
consider myself to be a ‘power user’ of this software.
At Jones & Blackburn we use Lotus Notes software for its email and calendar functions,
and we use Lotus Notes databases for our digital library of templates and precedents. I
refer to this material on a daily basis and I have also added content to several of the
databases under the direction of my line manager.
When drafting letters to clients and file notes I use Microsoft Word, and due to the fact
that I have been using this software program since high school I feel that I have
completely mastered even its advanced functions.
At Jones & Blackburn I quickly gained a reputation as someone with a high level of
computer literacy, and I regularly helped colleagues with some of their basic computer
needs. For example, I showed one colleague how to perform a mail merge in Microsoft
Word, and I helped another colleague redesign the template spreadsheet that
employees used to record their flex-time. I also trained new staff (on an informal basis)
in how to use our databases, and when necessary I helped them to run the more
complex queries.
In my personal life I use computers extensively, as I maintain a couple of blogs and

publish my photography online. I feel that my excellent computer literacy is something
that gives me an edge over other applicants in today’s computer-dominated
workplaces.”
CUSTOMER SERVICE
A typical criterion here would be “A strong customer focus together with demonstrated
customer service skills.”
“Over the course of my working life to date I’ve sought to build great customer service
skills. In a number of my jobs to date I have been given the opportunity to undertake
training in customer relations and conflict resolution, and I’ve always taken the
opportunity to learn more. I’m happiest when I’m dealing with customers and I’m
confident that I can handle any situation that might arise.
When I worked on the cosmetics counter at Myer I had an opportunity to apply and
demonstrate my skills in this area.
A core task in this job was to recruit customers who would give me and the label I
worked for repeat business. To help achieve this I made a point of remembering names
and some personal details for all of my regular customers so that when they came to
see me I’d be able to greet them personally and ask after their partner, job or children.
More generally, I took the time and to always put my customers at ease with a friendly
smile, and I tried to understand and connect with them rather than treating them as just
another potential sale. It would be understandable for people to think that working in
cosmetics is all about knowing how to apply makeup, but in fact a far more important
aspect is to be customer focused, which means putting people at ease and making them
feel good about themselves.
Within six months at Myer I had built a strong client base with a lot of loyalty to me and
to the products I sold. This meant that unlike the majority of my colleagues I didn’t have
to constantly be seeking new customers in order to meet sales targets, and I feel that
this was entirely due to my customer service skills.”
MANAGEMENT
Naturally, this a criterion that normally attaches to higher-level positions, where an ability to
manage people is a must.
A typical criterion here would be “Management skills and experience, including people and
resource management skills.”
“A recent position has given me an excellent grounding in management skills when I

managed a Just Jeans store for 12 months while the manager was away on maternity
leave.
As store manager I managed a team of eight people, almost all of whom were part-time
or casual employees.
One of the part-time staff members was considerably older than me and had a lot of
experience in retail. I suspected that given the opportunity she would be able to make a
valuable contribution to the store beyond her official duties, which were basic. I began
to seek out her advice and found that as I had predicted, she had many good ideas
about how the store could be run better. Over a couple of months I implemented a lot
of her ideas. For example, I reorganised our floor space to maximum efficiency while
remaining inviting to customers, and I improved our window displays. These innovations
had a swift and measurable impact on our sales.
Other casual staff members required a lot of micromanagement and motivation in order
to work well. I made a point of spending time with each staff member in order to figure
out how to get the best from them. Some staff members needed to be told exactly what
to do, while others worked better if they were left more to their own devices.
As well as people I also managed the resources of the store. I knew that we sometimes
ran out of certain types of stock during busy periods, so I began to record when this
happened and I used the data to help guide ordering decisions that ensure we ordered
new stock when we needed it.
At the end of the 12 months sales had increased 10% over the previous year even
though economic conditions had worsened, and customers regularly commented on
how much they liked visiting the store.
The manager I had replaced decided not to come back to work at the end of her
maternity leave and I was immediately offered her job on a permanent ongoing basis.
While I didn’t accept the position, the fact that I was offered the job was a clear
testament to the management skills that I had built in a relatively short period of time.”
OCCUPATIONAL HEALTH & SAFETY (OH&S)
As for criteria on APS Values and the APS Code of Conduct, criteria about OH&S always refer to
“knowledge and commitment” rather than to demonstrated ability.
A typical criterion here would be “Knowledge of and commitment to OH&S.”
“I recognise the supreme importance of a safe and healthy work environment and
always endeavour to play my part in promoting one. I have read the Occupational
Health and Safety Act 1991 and do what I can to put it into practice in the workplace.
My current workplace has a well-defined OH&S policy framework. Each employee is

responsible for the safety and wellbeing of themselves and their colleagues, and all
work is performed in accordance with the requirements of the OH&S policy and
procedures. I’ve attended regular training sessions in safe work practices including
manual handling, correct workstation setup, risk and hazard identification, and the
reporting of accidents or incidents.
The company conducts an OH&S self-audit every three months where any risks or
hazards are identified and appropriately dealt with. All team members share the
responsibility of this audit. In one instance I identified that the workstations of several of
my co-workers were not compliant with a safe working environment. After speaking to
them about it and getting their agreement, I arranged for a meeting with our OH&S
consultant. As a result the workstations were adjusted to ensure optimum health and
safety outcomes. One person who had their workstation adjusted commented that the
changes reduced their neck and back pain, and another said that she no longer suffered
from eye strain.
More generally, I’m always on the lookout for unsafe work practices such as
obstructions to walkways, spills on surfaces that might become slippery, and heavy
items being lifted in a manner that’s likely to cause injury. My view is that if
responsibility for OH&S is shared by everyone then it’s very easy to comply with.”
PRIORITISING AND MEETING DEADLINES
Like a lot of the very general selection criteria, this one can actually be a little difficult to
answer, as though we all prioritise our tasks in order to meet deadlines, it’s more of an
everyday thing that doesn’t lend itself to pithy examples. Also, some jobs just don’t have a lot
of specific deadlines on tasks.
A typical criterion here would be “Demonstrated ability to manage time and priorities tasks.”
“Throughout my working life to date I have always worked in fast-paced environments

with regular deadlines. I like the pace and excitement of this kind of workplace, but it
does mean that you need to be very good at managing time and prioritising in order to
get everything done.
My current position is Human Resources Specialist at a large government department.

The bread-and-butter of this role is recruitment. We employ a multi-stage process
where candidates are first asked to send in a CV and cover letter in application. If they
pass this stage they are instructed to do two online tests. Then they must attend our
site for a role-playing scenario and a writing test. Finally there is an interview round.
This process is obviously labour-intensive from an HR point of view and for me it

involves constant and iron-clad deadlines. In order to meet these deadlines I use various
tools to organise and prioritise my work; primarily Outlook diary, Outlook reminders,
and the Outlook to-do list. Every morning when I come in to work I spend 15-30 minutes
planning the day ahead and prioritising tasks. I identify what must be done that day and
what could conceivably be pushed back if necessary.
Throughout the day I track the tasks I have completed and what is yet to be done, and I
re-prioritise where necessary. I try to limit distractions (for example, I only check my
email once every 30 minutes rather than continuously) and I group similar tasks
together in order to make efficiency gains.
While I try to be as self-sufficient as possible, in extreme circumstances I’ll ask for

assistance from others in my team so that deadline aren’t missed. Conversely I try to
leave a little bit of ‘wiggle room’ in my schedule so that I can make myself available to
help others out.
Prioritising and meeting deadlines in my job is a daily challenge, but my skills in this area
make it one I can always overcome. My colleagues recognise this about me, and as a
result I’m the ‘go-to’ person for advice when someone needs assistance with managing
their time and prioritising.”
PROJECT MANAGEMENT
A typical criterion here would be “Demonstrated ability to develop clear project plans and
timelines, regularly communicate with stakeholders including team members, and monitor
progress maintaining the project within budget and required standards.”
“I possess strong project management skills which I have developed in the course of a
number of different jobs. My toughest challenge to date as a project manager was in my
last job, as a Project Officer with the Australian Red Cross.
I began work in this position just before a weather-related disaster devastated multiple
towns and cities in Queensland. This was a very testing time as our resources at Red
Cross were strained to the maximum.
My team was responsible for coordinating the disaster relief effort. I immediately
volunteered to organise and facilitate team meetings, which were occurring once or
even twice a day, and I was the designated point of contact for two of our partner
organisations as well as for the Queensland State Government. This meant coordinating
a huge amount of information and channelling requests to the relevant people quickly
and efficiently.
Five days into the disaster relief effort I was required to travel to Queensland to assist
with the rebuilding efforts there. This chiefly involved organising volunteers into teams
and assigning tasks to them where they would be most useful. Strict budgets had to be
observed and the work done, even though it was being carried out by volunteers, had to
meet numerous safety and quality standards.
To deal with these requirements I used my excellent time management skills to organise
and prioritise the tasks which needed to be done, and I created workflow breakdowns
with expected outcomes in relation to time, cost and quality. Above all I ensured that
my volunteer teams were equipped with what they needed to achieve maximum output
for their efforts.
Overall I would have no hesitation in holding myself out as a proven leader who holds a
consistent track record of achieving outstanding results when managing teams in a
project management environment.”
SUPERVISION
A typical criterion here would be “Supervision skills, including the ability to effectively lead a
small team”.
“As a General Service Officer in the Army Reserves, my ability to effectively lead a small
team has been tested many times in some highly stressful situations. I command a
platoon of 30 reservists, some of whom are at times inexperienced in the work that the
Army Reserve does.
Several years ago I was deployed in East Timor on a peacekeeping operation. Our
mission was to assist the regular army in providing security for the East Timorese people
during their presidential elections. My platoon relied on me for guidance but also for
discipline. On two occasions I had to reprimand members of my team who was behaving
in a manner unbecoming of a member of the Australian Armed Forces. I don’t enjoy this,
but I recognise that sometimes maintaining discipline means imposing sanction on
people who transgress.
My leadership style is very much to give the people under me as much responsibility as
they think they can handle while letting them know that I’m behind them 100% if they
need assistance.
Part of my role in the Army Reserves is to conduct performance appraisals. The

technique I’ve developed is to begin with a discussion of the person’s level of
satisfaction with where they are and what they’re doing, and then lead into areas that
they may want to develop in. This organically leads into a plan for their personal
improvement without making it seem like they’re being judged.
Both the reservists in my platoon and my commanding officers have been highly
complementary of my leadership skills, and this is something of which I’m very proud.
The Armed Forces are known for strict hierarchies and a supervisory model which does
not allow for dissent, but I believe that my personal style is much more in line with best
practice in business, which allows me to transition easily between these two worlds.”
TEAMWORK
A typical criterion here would be “Demonstrated ability to work in a team-based environment”.
Like some other criteria, this should be a pretty easy one to write a response to, as there are
few jobs that don’t involve working in a team of some kind. And if you don’t have suitable
examples from your working life you can easily draw on your personal life: perhaps you play in
a band (that’s a team) or you play a team sport.
Without further ado, here’s a sample response:
“I’ve always enjoyed the experience of working as part of a team, and find that the
opportunity to be a valuable contributor is one of my strongest motivations for getting
out of bed in the morning.
My view is that effective teams rely on each and every member endeavouring to be
friendly, respectful, and above all supportive with the other members of the team. I try
to live these values, and am always willing to jump in and lend a hand to other team
members where I can see that it would be of assistance.
In previous jobs I’ve found that I have a natural ability to slot in alongside other team
members and to accept and embrace colleagues regardless of their background, ability
level or seniority.
In my present position I’m one of a team of consultants with no clear line manager. We
are out of the office most days conducting client visits, and this makes it difficult to
meet en masse on a regular basis, as is common in other workplaces. Rather than just
accept this situation, we have decided collectively to make a concerted effort to have
regular catch-up meeting where we discuss our work, share complex issues and
challenges that we’ve encountered, and support each other in our work. While it takes
effort to organise these meetings, I believe that they are well worth it, as the mutual
commitment to our colleagues gives us encouragement that helps us to out-perform. I
believe it’s no coincidence that we have received team awards for consistency in sales,
and that we have on a number of occasions achieved the highest sales targets of all
teams within the company.
In the future I hope to put my experiences of good teamwork to even better use by
managing a truly effective team.”
TRAINING STAFF
A typical criterion here would be “The ability to deliver learning and development programs to
staff.”
“Throughout my career so far I have taken every opportunity presented to me to

develop my skills in the area of delivering training programs.
For example, as Administrative Support Officer at the Office of the Victorian Privacy
Commissioner I supported three staff members who ran our daily four-hour sessions
training Victorian Public Service workers in the operation of the Privacy Act.
My role was not supposed to include presentation duties, but there was a need for an
additional presenter to cover for staff absences, so I volunteered to ‘act up’ in a
presenter role approximately one session per fortnight.
At the end of each session our participants were asked to fill out feedback forms where
they rated the presentation and the presenter. My average after six months was 8.8 out
of 10, which was the highest of any presenter.
As well as giving the presentations, I also worked on the content of the presentations.
For example, I updated all of the stories, news clippings and examples in our standard
presentation to reflect up-to-date technology and social issues.
At one of our end-of-year functions I received an achievement award. This award was
voted on by my colleagues, and it recognised outstanding contributions to the section
during the year. To have my hard work rewarded in this way was very gratifying, and it
made me want to do an even better job the following year.
A further example of my ability to deliver learning programs comes from my private life,
as I’ve been teaching a ten-week adult education class in photography twice a year for
the last three years. People in these classes come from all walks of life and a wide range
of ages and skills levels are always represented. Teaching this class has above all really
improved my ability to adapt what I’m presenting on the fly if I realise that I’m pitching
the lesson at the wrong level.”
WORKING EFFECTIVELY AS AN INDIVIDUAL/ALONE
This is a slightly tricky criterion, as if you answer it too well you run the risk of making yourself
sound like a loner, which is never a good idea. What you should focus on is the fact that you
don’t need someone looking over your shoulder all of the time in order to work hard or
maintain high standards. It’s about discipline and being a ‘self-starter’.
It can be hard to think of examples that fit this criterion exactly, so you may have to ‘fudge’ a
little by for example talking about parts of previous jobs when you had to work alone (even if
the majority of the work was done as part of a team).
Note also that this criterion is sometimes expressed in double-barrelled fashion as

“Demonstrated ability to work alone or in a team situation,” which means that you have to
combine talking about your ability to work alone with saying how good you are in a team as
well. A typical criterion here would be “Demonstrated ability to work autonomously.”
“My ability to work very well alone is demonstrated by the fact that for about five years
now I have worked part-time (about 10 weekends per year) as a freelance wedding
photographer. This job involves some advertising; meeting clients; preparing
extensively; operating the equipment and coordinating people on the day; doing
paperwork and accounts; contacting clients, answering their questions and responding
to their concerns; and finally collating, organising, editing and presenting the photos to
clients within tight deadlines after the event. I do all of this work autonomously – it’s
just the nature of the job.
There aren’t too many jobs where for the employee it’s ‘just another day at work’ but
for the employers it’s a once-in-a-lifetime-event. This of course means a lot of pressure
not to make mistakes, and when there is no-one else to help you catch errors, it’s even
more difficult. I deal with this by meticulous planning and ensuring that I have back-ups
to deal with every eventuality, like having a key piece of equipment fail at a crucial time.
Every day job I have had has involved working with a team, and while I definitely enjoy
being a productive and supportive team member, I also enjoy the additional challenges
that come with working autonomously and knowing that it’s all down to me. I know that
it has greatly sharpened my skills in areas such as time management and organisation
My success at working autonomously in this job is evidenced by the fact that I have
refused (and continue to refuse) a lot of work despite steadily increasing my rates, and
by the many recommendations and testimonials made by the clients that I have had.
These are the best endorsements I can think of for my ability to work well without
supervision or indeed assistance of any kind.”

Selection Criteria Complete Examples PDF

Uploaded by

Copyright:

Available Formats

Selection Criteria Complete Examples PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Selection Criteria Complete Examples PDF

Uploaded by

Copyright:

Available Formats

Copyright © 2011 by SelectionCriteria-Examples.

First published April 2011

This publication is sold on the condition that:

PART ONE ...................................................................................................................................................... 7

THE AUSTRALIAN PUBLIC SERVICE ................................................................................................................ 8

Australia’s federal civil service – the APS .................................................................................................. 8

APS grades ................................................................................................................................................. 9

Government jobs outside of the APS ......................................................................................................10

What are selection criteria? ....................................................................................................................11

Selection criteria in the APS ....................................................................................................................11

Essential vs. desirable selection criteria..................................................................................................12

Types of selection criteria and the Integrated Leadership System .........................................................12

The Statement of Claims .........................................................................................................................15

How should you address the selection criteria? .....................................................................................15

Addressing selection criteria – a step-by-step example .........................................................................16

Addressing selection criteria – things to avoid .......................................................................................18

“SUPPORTS STRATEGIC DIRECTION” ...........................................................................................................22

APS1 to APS4 ........................................................................................................................................... 22

APS5 to EL1 ..............................................................................................................................................25

EL2 to SES3 ..............................................................................................................................................28

“ACHIEVES RESULTS” ...................................................................................................................................31

APS1 to APS4 ........................................................................................................................................... 31

APS5 to EL1 ..............................................................................................................................................34

EL2 to SES3 ..............................................................................................................................................37

“SUPPORTS PRODUCTIVE WORKING RELATIONSHIPS”...............................................................................40

APS1 to APS4 ........................................................................................................................................... 40

APS5 to EL1 ..............................................................................................................................................43

EL2 to SES3 ..............................................................................................................................................46

“DISPLAYS PERSONAL DRIVE AND INTEGRITY” ...........................................................................................49

APS1 to APS4 ........................................................................................................................................... 49

APS5 to EL1 ..............................................................................................................................................52

EL2 to SES3 ..............................................................................................................................................55

“COMMUNICATES WITH INFLUENCE”.........................................................................................................58

APS1 to APS4 ........................................................................................................................................... 58

APS5 to EL1 ..............................................................................................................................................61

EL2 to SES3 .............................................................................................................................................64

PART THREE .................................................................................................................................................67

OTHER SELECTION CRITERIA .......................................................................................................................68

ANALYTICAL OR CONCEPTUAL SKILLS/ATTENTION TO DETAIL ...............................................................69

COMPUTER SKILLS ...................................................................................................................................71

CUSTOMER SERVICE ................................................................................................................................72

OCCUPATIONAL HEALTH & SAFETY (OH&S) ............................................................................................74

PRIORITISING AND MEETING DEADLINES ...............................................................................................75

PROJECT MANAGEMENT .........................................................................................................................76

TRAINING STAFF ......................................................................................................................................79

WORKING EFFECTIVELY AS AN INDIVIDUAL/ALONE ...............................................................................80

It can be used when applying for Australian Government jobs.

Australia’s federal civil service – the APS

GRADE AVERAGE SALARY

What are selection criteria?

Selection criteria in the APS

Types of selection criteria and the Integrated Leadership System

1) “Supports strategic direction”;

3) “Cultivates productive working relationships”;

4) “Displays personal drive and integrity”, and

5) “Communicates with influence”.

1) Supports strategic direction

• Supports shared purpose and direction

• Harnesses information and opportunities