Behavioral Interview Preparation

Behavioral interview questions give you the opportunity to demonstrate the knowledge, skills, and ability to perform
the duties and job responsibilities required for a position. Behavioral interviewing is used during most interviews for
internship and full time jobs. It is important to develop your answers and refine your delivery of behavioral interview
questions before you interview. The STAR method is an ideal way to answer behavioral interview questions.
STAR Method
Situation – briefly tell what the challenge was -- Define the situation or "set the stage".
Example: "assigned as an account manager to take over an underperforming sales territory – #92 out of 100 districts."
Task – briefly tell what you had to do to meet the challenge -- Identify the key objective / task to be performed.
Problems that you solved make excellent topics.
Example: "To increase sales 20% and boost customer base 10%." “Costs in the division were steadily rising, and I was
asked to find ways to reduce them.”
Accomplishment – what you actually did -- Describe the action you took or initiated. This response should illustrate the
specific skills you used in completing the task.
Example: "Conducted a market analysis and customer service survey; developed a business plan that focused on
valueadded service, sales incentives, and referral bonus program to benefit customers; and rolled out a 3-level
marketing strategy to implement the plan."
Result – briefly tell what the ultimate benefit to the company was -- Summarize the outcome.
Examples: District ranking improved to #9 in the region within a year; store sales increased 37%; net profit margin per
sale improved 7%; and commercial customer base grew 18%. My business plan was adapted for use by all account
managers in the region. Earned Account Manager of the Year Award.

This clear format allows you to showcase your contributions. Don’t be afraid to use the actual words: “We were in a
difficult situation because……. My immediate task was to…….. I was able to accomplish……. As a result the company was
able to……..”

Your Assignment: Write out 12 STAR Method points, one for each behavior listed in the questions below. Each story
should demonstrate the appropriate behavior and targeted skills. Each story should have four points: a Situation, Task,
Accomplishment and Result. The bolded questions come directly from previous Fortune 100 interviews. Be sure to
upload your assignment with the instructions below.
1. Assertiveness
Questions Skills targeted
• Example of a time when you disagreed with a higher level • Willing to ask more senior people to undertake
person in your organization. specific activities
• Tell about a time you worked with a person who was • Comfortable dealing with senior people concerning
significantly higher in the higher in the organization. delicate or difficult issues
• Tell me about a time when you “pushed back” against doing • States own opinion when in disagreement with
something even though the majority, including some at a higher senior people
level, favored the idea.
• Tell me about a time when you were able to secure someone’s
agreement to an idea or proposal, despite their initial resistance.
Situation: I fell out with my shift Supervisor for criticizing my colleagues and I poorly due to a customer complain that we
had not served them well.
Task: I explained to him the scenario and it turned out to be a communication issue.

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Accomplishment: I calmed myself and explained to the Supervisor the reason why I felt she wrongly criticized us. After
having a conversation with my supervisor, she apologized to us and we did the same to the customer.

Result: As a result, I was able to improve customer retention because I learned quite a few things when handling
customers.
2. Critical Thinking
Questions Skills targeted
• Describe the most complex assignment or project you • Develops strategies for complex problems
worked on. • Creates tools for complex technical issues
• Describe an assignment or project where the work was not • Organizes complex information into categories
well defined or in an area of little experience/knowledge. • Pinpoints key issues in complex situations
• Tell me about a difficult problem you faced and how you • Uses creative solutions with solving problems
solved it. • Makes systemic decisions

Situation: When I joined a high-end restaurant as a waiter, one of the workers I had gotten used to left for greener
pastures. My colleagues took advantage of me because I was a newbie and I didn’t know how to perform some
tasks.

Task: I had to get acquainted to the way things are done and ask for help whenever I needed it to keep up with the
pace of the work.

Accomplishment: It took me weeks but finally I was able to discern my duties and responsibilities while at work and
my colleagues were unable to take advantage of me.

Result: At the end, I developed an affinity towards the job and I always enjoyed performing tasks with so much ease
to an extent that it became a hobby.

3. Taking Ownership
Questions Skills targeted
• Walk me through experience – had to work with others to • Extra time or effort for others
get something done. • Feels personal obligation to others
• Tell me about a situation – had to work in a group not • Takes tasks not usually required of them
functioning well. • Work is completed despite pressure or obstacles
• Tell me about a time when something significant was
accomplished that you made happen.
Situation: While working on a high school project, our teacher categorized us into several groups. However, at the
start some group members wanted to take credit where they did not deserve.

Task: All of us were supposed to contribute towards the success of the project and I had to let them know how they
can contribute and still be part of the project.

Accomplishment: I expressed my concerns to the missing team members and persuaded them to be part of the
project and they provided positive feedback.

Result: Members became motivated and this resulted to positive feedback on the project.

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4. Sales Orientation
Questions Skills targeted
• Tell about a time you had an idea or solution you needed to • Leverages relations for intro to key individuals
sell in your organization or to others. • Uses third parties as references to create a desired
• Tell about a time you were able to do something in your opportunity for self or organization
work environment which you had always wanted to do. • Recognizes change presents new opportunities
How did it come about? • Identifies situations as enhancers or barriers to future
opportunities
• Influences key decision makers: knowledge of their
business, function, industry or key players
Situation: I once worked for a company whose products had lost market demand due to evolving consumer needs.
The product was quickly losing traction and competitors were taking advantage of the situation.

Task: My task was to ensure revitalization of the product and transform its’ relevance in the market.

Accomplishment: I conducted usability tests and product reviews to establish the cause of the dip. With the
provided feedback, I was able to implement strategies that focused on improving the product to meet the
customer’s value.

Result: As a result, there was massive demand for the product and sales increased by 30% in the next quarter. The
business also recorded higher profit margins which have never been achieved since its’ inception.

5. Initiative
Questions Skills targeted
• Tell me about your most challenging • Reacts before being asked to do so
assignment/accomplishment – something of which you feel • Creates opportunities and takes steps to
proud. Tell me how you got involved in the situation and • Perseveres through obstacle
what you did. • Exceeds expectations through work product or
• Tell me about something you’re glad you got a chance to improving self
do, something you feel proud of. How did it come about?
Situation: There is a time when I was a team leader for a group offering outside catering services. A long-term client
had a wedding and tasked us with feeding her guests. However, the wedding was cancelled after we had procured
everything and she paid half off.

Task: I called for a meeting with my team members to agree on the next step forward.

Accomplishment: My immediate task entailed establishing new strategies to handle clients to ensure such scenarios
don’t re-occur. We had to be resilient but we learnt major lessons.

Result: We changed our mode of operation and team members’ morale improved.

6. Adaptability
Questions Skills targeted

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 • Tell about a time you were asked to do something • Adapts easily to different roles or environments
unexpected. • Faces chance, ambiguity and uncertainty with
• Tell about a situation you were in that changed suddenly. confidence
• Tell about a time you were operating without a safety net. • Maintains a positive attitude about sudden change 
• Tell me about a time when you contributed a new and Adapts plans to better handle changes that arise
better way of doing something.

Situation: A client complemented my looks and asked for my phone number while I served him.

Task: I ensured the conversation was professional and coherent despite being uncomfortable with him.

Accomplishment: The client was happy with our clientele service and left satisfied.
Result: The client also referred his colleagues to our venture.

7. Contingency Planning
Questions Skills targeted
• Give example you worked on a particularly volatile or • Makes objective assessment of likelihood of things
unpredictable assignment or project. changing in a given situation
• Give example you worked on a project that was in a • Plans to handle anticipated problems/opportunity
constant state of change. • Mobilizes resources to avoid last minute fire drills
• Tell me about a time when you were especially challenged • Brings experts/resources to meetings in anticipation
by multiple, competing priorities. How did you focus your of questions or potential problems
efforts? Describe your results.
Situation: While working as a part time interior designer I once landed a high-end client. As the lead, I promised the
client that work will be done in a week’s time. The weekend after, he planned the official opening.

Task: After four days, I realized I could not be able to finish the task as agreed and still deliver quality work.

Accomplishment: I contacted the client and explained to him that it would be impossible to accomplish the task and
he agreed to postpone the official opening and also gave me an extension.

Result: I finished the project and delivered quality work while I also learned how to manage time better.

8. Bottom Line Orientation

Questions Skills targeted
• Walk me through your role when time and/or money • Identifies real business/benefits of their efforts
needed was limited. • Recognizes business impact on cost/budget
• What was your role in solving a problem when you felt a • Pushes hard for maximum recovery of costs and/or
true sense of accomplishment? seeks to maximize profits
Situation: When I used to work part time as an interior designer and my business was barely struggling.

Task: The little funds I raised from my interior design business settled my parent’s loans and paid for my siblings’
school fees.

Accomplishment: I looked for alternate ways to get clients and expand my business. I also came up with cost
effective ways of marketing.
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 Result: My interior design business expanded rapidly, my parents became debt free and my siblings did not skip
school due to lack of school fees.

9. Astute Communicator
Questions Skills targeted
• Walk me through your role when you worked with or for • Accurately anticipates the reaction of others
individuals who had differing opinions about priorities. • Listens actively and identifies the motives or
• Tell about a time you had to get others to do something or concerns of others
decide something which they were reluctant to do. • Reads non-verbal and verbal cues to understand
power relationships, status, etc.
• Pinpoints key decision makers
• Tailors responses to directly address concerns
Situation: While working with a branding team in a firm I worked as an intern, I noticed they would ignore my ideas
and the other juniors’ ideas.

Task: Requested a meeting and explained to them why everyone has a right to be heard.
Accomplishment: I raised awareness on the significance of considering other people’s ideas and we stablished a
framework to accommodate everyone.

Result: Junior members became active and motivated to talk and everyone felt they were part of the team.

10. Management of Perception

Questions Skills targeted
• Tell about a time you had to work with a group with whom • Understands significance of the impression he/she
you had no established credibility or there was a lack of makes on important people
trust. • Builds or protects image of the business
• Tell about a time you had to deal with a unique, different or • Demonstrates to others that he/she appreciates the
unusual client. uniqueness, values or norms of organization

Situation: While starting out as an interior designer one of my clients’ made fun of my idea in an unfriendly way
before my junior employees.

Task: Advise the client to offer constructive criticism.

Accomplishment: I talked to the client after work and he offered an apology after I calmly explained how he had
wronged me. He admitted to being wrong and we had a common understanding.

Result: As a result, we delivered quality work and this strengthened our work relationship since we became open to
each other.

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11. Professional Demeanor
Questions Skills targeted
• Think about most difficult person to work with. Give • Poised when others exhibit stress
example of the situation. • Stays focused when challenged
• Tell about an individual’s work style that created difficulties • Consciously decides when to argue a point
for you. • Accepts criticism rather than harm a relationship

Situation: While working as a sales man, one client was fond of racist chants which he thought we enjoyed when
greeting us.

Task: I personally approached him and told him that everyone was uneasy with his racist chants. I made him
understand how it was against the store’s policies.

Accomplishment: He thanked me for expressing my self and vowed to drop the racist chants. He also apologized
and became a regular at the store.

Result: My colleagues became more comfortable and productive since they had nothing to worry about as those
mistakes would not be repeated.

12. Builds Relationships

Questions Skills targeted
• Tell me about a peer or subordinate work relationship you • Recognizes dynamics, culture that effect a group
feel has been beneficial to your success. How did that • Judges peoples’ ability to work together
relationship come about? • Stays in contact with individuals worked with
• Tell me about your most successful team project where you • Develops relationships/ social activities and shared
were the team leader or had a leadership role. interests
• Give an example when others utilized you as a resource in • Consciously identifies people within a personal
your area of expertise. network to generate information or obtain help
Situation: My senior colleague at the interior designer firm I worked before joining college.

Task: While at work, we shared stories and it became apparent that our tastes and preferences were very much
similar. We both enjoyed working together and we tagged along each other while going for outings and road trips.

Accomplishment: We completed projects with so much ease, complemented and corrected each other.

Result: As a result, there was a decrease in social anxiety, loneliness and isolation at work. This network helped us
form a social bond which was significant in the development of the business.

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