How to Handle Situational Interview Questions
Interviewers ask situational interview questions to assess how the candidate reacted to a certain past event. Situational questions also pertain to hypothetical scenarios, such as how the applicant would handle a moral issue. The answer provides insight regarding the applicant's ability to solve problems, think critically and handle unexpected circumstances. Though such questions may be an expected part of the interview, they have the potential to catch the candidate off-guard if not properly handled.
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Instructions
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Write a list of basic situational questions a few days before the interview. Include questions such as how you have handled any time between jobs, how you dealt with difficult co-workers, any instances where you overcame disagreements with other employees and how you would resolve hypothetical conflicts. Mary Ellen Guffey, author of the book, "Business Communication," advises working with others to grow more comfortable with answering questions. Guffey explains interview questions are no different than other areas: Practice makes perfect.
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Answer situational questions in alignment with the position requirements and company attitude. Scan the job requirements listed on the posting and use buzzwords in relation with the job. If possible, learn the company's standard protocols for handling specific situations. For a customer service position, for instance, ask an acquaintance who works for the company how he is trained to handle disgruntled customers and return orders.
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Ask for more information regarding any hypothetical scenario if necessary. If a situation pertains to how you handle a co-worker's mistake, ask the interviewer how long the co-worker has been working with the company. A new co-worker should clearly be treated differently than a veteran co-worker. Asking questions shows your ability to formulate a well-rounded assessment of the situation before taking decisive action.
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Pretend you are the boss of the position for which you are interviewing. Answer the question in accordance with how you as a manager would want your employee to act. In some situations, such as suspicions of dishonest behavior, you would want your subordinates to report to you immediately. If this is the case, express that you would go to your higher-up. In other cases, such as petty disputes, you would want your employees to attempt to resolve the issue before reporting it. Therefore, express your willingness to work with co-workers to solve disagreements.
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Explain ways that you have handled problems by going above and beyond company protocol. Carol Kulik, author of the book, "Human Resources for the Non-HR Manager," explains how the management team at the Bellagio Resort ranks candidates willing to get customers into a room despite a lost reservation above those who suggest the hotel down the street. Relay stories of quick thinking, collaborative successes and exceeding the customer's expectations.
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Tips & Warnings
Always relay experiences in a positive light. Refrain from overt negativity, bitterness and mentioning grudges against former co-workers.
