QUESTION & ANSWERS 2

What motivates you to do this kind of work?

The interviewer will want to know about your belief in the products or services of the company. Use personal experience to demonstrate your interests and strengths. In an interview for your ideal job, you'd be highly motivated to get paid for working at something you liked. The interviewer will want to know if your natural interests are compatible with its particular job.

"I've been fortunate in my own schooling; I had wonderful teachers. I want to be that same kind of teacher-who not only encourages kids to learn but also sets an example that inspires others to want to teach. In the long run, that's our best chance of turning around the quality of education in this state."

Why should I hire you?

Don't repeat your resume or employment history. Offer one or two examples to explain why you're talking to this particular company. What's the most compelling example you can give to prove your interest? This question often remains unasked, but it's always in the back of the recruiter's mind. Even if this question isn't asked, you should find an opportunity to use your prepared response sometime during the interview, perhaps in your closing remarks.

"My uncle had a company that was a small-scale manufacturer in the industry, and although he later sold the business, I worked there for five summers doing all sorts of odd jobs. For that reason I believe I know this business from the ground up, and you can be assured that I know what I'd be getting into as a plant manager here."

What are your strengths?

Describe two or three skills you have that are most relevant to the job. Avoid cliches or generalities; offer specific evidence. Describe new ways these skills could be put to use in the new position. If you have to talk about weaknesses, be honest without shooting yourself in the foot-avoid pointing out a weakness that could be a major obstacle in landing the job. For example, it might be wise to mention you barely have the required work experience for the job; the interviewer has surely noticed this much, and then you can explain how you're qualified nonetheless.

"My strengths are interpersonal skills, and I can usually win people over to my point of view. Also, I have good judgment about people and an intuitive sense of their talents and their ability to contribute to a given problem. These skills seem to me directly related to the job. I notice that you require three years' work experience for this job. Although my resume shows I've only two years' experience, it doesn't show that I took two evening college courses related to my field and have been active in one of the professional societies. I also try to gain knowledge by reading the industry's trade journals. I'm certain that my combined knowledge and skill level is the equivalent of that of other people who do have three years' of work experience. I'm also currently enrolled in a time-management course; I can already see the effects of this course at work on my present job."

How do you explain your job success?

Be candid without sounding arrogant. Mention observations other people have made about your work strengths or talents. This question is similar to the question "What sets you apart from the crowd?"

"I never assume our customers are satisfied with our product, so I do my best to follow up with every customer. This feedback has provided valuable insight into the quality and characteristics of our products. The customer, as well, always appreciates this follow-up, especially when something hasn't gone right and you still have the opportunity to correct it on a timely basis. In addition, I'm able to pass on information to our design and production units to help improve both process and product."

Would your current boss describe you as the kind of employee who goes the extra mile?

Be ready to offer proof that you persevere to see important projects through and to achieve important results. Share an example that demonstrates your dependability or willingness to tackle a tough project. If you describe "long hours of work," make sure you demonstrate that the hours were productive, and not just the result of poor time management.

"Absolutely. In fact, on my annual evaluations she writes that I'm the most dependable and flexible person on her staff. I think this is mostly because of my ability to juggle and prioritize. Would you like an example?"

Tell me about a time you didn't perform to your capabilities.

This question forces the candidate to describe a negative situation. Do so in the context of an early career mistake based on inexperience; then demonstrate the better judgment you now have as a result of that learning experience.

"The first time I had to give a presentation to our board, I failed to anticipate some of their questions. I was unprepared for anything other than what I wanted to report. Now my director and I brainstorm all the what-ifs in advance."

How do you manage stress in your daily work?

It might be helpful here to describe a stressful project you've worked on and the specific actions you took to organize each step and see the project through. How do you keep yourself calm and professional under pressure?

"I try to get out for lunch at least once during the week to clear my head. I also have a personal rule that stops me from reacting to a problem until I feel calm about it. I think, then act-but I've learned to do that over time."

How do you regroup when things haven't gone as planned?

Describe a time when some obstacle forced you to change your original plan, but you were still able to achieve the desired result. Did you rally the support of others to make this happen? With hindsight, how might you have better predicted the obstacle?

"I start by trying to imagine the worst possible outcome; then I back up and identify precautions I can take to avoid that scenario. In this way I usually end up with a result close to the original goal. The training example I described earlier is proof of that skill."

Why is service such an important issue?

The interviewer is trying to determine if the candidate understands the importance of customer service in establishing a positive image in the marketplace, and its impact on new business sales. Outstanding customer service is also a great help in establishing long-term clients and repeat business-the profitable company's bread and butter. The longer the relationship, the greater the possibility for profit.

"Service is a major contributor to customer satisfaction. Just as important as, or maybe even more important than, cost. If a customer isn't receiving a level of service that meets or exceeds his or her expectations, that customer won't be a customer for very long. In addition, that customer's experience with your company may affect how potential customers in the marketplace view your company. People do talk and share information. This may affect not only profits but future sales as well. In many instances service may be the one thing that distinguishes a company from the competition. A bad reputation for service may compromise a company's position in the marketplace."

Tell me about a time when you had to deal with an irate customer. How did you handle the situation?

How you react when others lose their temper or become upset is very important in most positions, especially those in service industries. The interviewer will be looking for evidence of your aptitude for work that involves a great deal of contact with the public. Give an example of a time when you were faced with a difficult person and how you handled it. Your answer should illustrate your maturity, diplomacy, and awareness of the needs and feelings of others.

"My customer service position at the telephone company involved dealing occasionally with irate customers. When that happened, I'd try to talk in a calm, even voice, in order to get the person to respond in a businesslike manner and focus on trying to resolve the situation. Most times I was able to rectify the problem and pacify the customer, but I remember one incident in particular in which the caller became verbally abusive. I tried to remain calm and professional and not to let my personal feelings enter into the situation. I didn't respond to the abuse, I just made a not of it and continued to help he customer as best I could. When the abuse persisted, however, I politely asked him to call back and ask for my manager, because at that point I knew I shouldn't resolve the problem."

How do you manage your work week and make realistic deadlines?

To answer this question effectively, describe in detail how you establish priorities, set deadlines, and determine schedules.

"I always reserve two hours of dead time every day to handle any unanticipated problems that may occur. I used to plan for eight or nine hours of project time, but now I find that I'm able to manage my own projects, as well as whatever my boss and staff need from me."

What personal skill or work habit have you struggled to improve?

This question is similar to "Describe a professional skill you've developed in your most recent job." However, here you probably want to discuss an improvement from the earliest days of your career or from your relatively distant past. Make sure you convince the interviewer that this particular work habit is no longer an obstacle.

"I had to learn to say no. I used to be helpful to the point that other staff abused my goodwill. Now I offer to help by countering with something I'd like help on in return. On balance I believe the trade-off is more equitable, and cooperation in our office has improved over time."

What color is your brain?

Be aware that you'll probably be asked zany questions. The point is not to stump you, but to find out what makes you tick. When the standard interview questions are asked, people are prepared, and it's harder for the recruiter to get to know the real person. An advertising recruiter, for example, tries to avoid this. There is no right or wrong answer to this type of question. In fact, the recruiter won't even really care what your answer is. He or she just doesn't want to hear something like, "I don't know, I guess it's blue because that's the way I imagine it." The point is to see how creative you are and how you think. Be sure to explain why you answered the way you did.

"My brain is red because I'm always hot. I'm always on fire with new plans and ideas."

If you got on an elevator where everyone was facing the back, what would you do?

Interviews in creative fields like advertising and graphic design are different from other types of job interviews. Advertising recruiters tend to have a different interview style and process, usually conducting more of a behavioral interview. Recruiters ask questions like these to figure out what your behavior might be in a particular real-life situation.

"I think I'd face the front anyway and say aloud, 'It's really much more comfortable facing forward, you know.' "

What's the most creative or innovative project you've worked on?

Provide examples of your initiative and resourcefulness. Discuss how your leadership skills have helped you accomplish your goals. Give a specific example that shows a creative, new, or unusual approach to reaching your goals.

"During my summer job at Cellular One, I noticed that the sales inquiries were distributed haphazardly to all the marketing assistants in the office. I decided to set up a system grouping inquiries according to region or according to company size. This approach enabled the entire marketing team to come up with better and more creative solutions to our sales problems."

Consider the following scenario: You're working late one evening and are the last person in the office. You answer an urgent telephone call to your supervisor from a sales rep who's currently meeting with a potential client. The sales rep needs an answer to a question to close the sale. Tomorrow will be too late. You have the expertise to answer the question, but it's beyond your normal level of authority. How do you respond?

This response shows that the candidate is confident in his or her ability and can be counted on in an emergency. Similarly, your answer should indicate that you're not afraid to be the decision maker in a tough situation, even if the situation's beyond your normal level of authority.

"I'd get all the pertinent information, taking well-documented notes. I'd answer the question based on my knowledge and the information provided. I'd leave my supervisor a note and fill him or her in on the details the next morning. I'd be sure to explain my decision, as well as the thought process behind it."

Give me proof of your persuasiveness.

This is a question about leadership, but try not to use an example in which you were the designated leader. If possible, describe a time when you didn't really have authority but instead used your powers of persuasion to get people on your side. Describe your goal and the outcome of your efforts. Why did people trust or believe you?

"During my summer internship I was assigned the task of conducting a benchmarking study for all the communication expenditures for a major utility. I had to get the consensus of employees in several different departments. Unfortunately, they resented the fact that I was just a summer intern, and they refused to cooperate. I had to schedule individual meetings with every employee and persuade each one that I was doing what would be ultimately to his or her own department and to the company. After a frustrating month, I finally got everyone's cooperation, the project went flawlessly, and in the end I received a bonus for my efforts."

What's your most productive or ideal work setting?

The interviewer wants to know the impact that the candidate's working environment has on his or her job performance. How well would you fit the position, physical layout of the department, and attitudes of the particular work group? Emphasize your ability to work in a variety of settings and how you've managed to be productive in less-than-ideal work environments.

"I like having at least one hour of uninterrupted time in the early morning to plan my day. I usually start around 7 a.m. Otherwise, I enjoy an office with open doors, constant feedback, and lots of energy and activity. It helps me work more productively when I sense how busy everyone else is, too."

Do you prefer continuity in structure or frequent change in your daily work?

Your answer should be consistent with the job description. Describe environments that have allowed you to remain interested and learn new things without getting bored.

"I enjoy challenge and change, which is why I frequently ask for the tough assignments. The last two projects we discussed were ones that I asked for. I don't allow myself to get bored."

What environments allow you to be especially effective?

Emphasize your flexibility and your ability to work in many different types of environments. Your answer should not consist of a laundry list of requirements (private office, few interruptions, and so on) or the interviewer may conclude that you will be difficult to satisfy.

"Although I can work effectively in most environments, I prefer environments where people are their own bosses, within reason. I like to have a goal but be able to draw my own map to get there. To accomplish goals, I rely on asking questions and finding people receptive, so cooperation and access are important to me in a work group."

How will you complement this department?

Describe how your personality and/or skills would help round out the department. What types of people enjoy working with you for hours at a time? How would the company's customers or clients react? Assure the interviewer that there will be no surprises about your work personality.

"I enjoy an environment in which people bounce ideas off each other and have the flexibility to ask for help when they need it. I'm usually a great troubleshooter for PC problems in my office, and I'm often going to ask for help proofreading important memos. I believe in give-and-take."

Whom did you choose as your references and why?

The interviewer is looking for a logical mix of people without any obvious omissions. For example, a former sales person would do well to include a former salesperson as a reference. Describe what you'd expect each of your references to say. Include a diverse group-senior to junior, an associate from work, and old professor from college.

"I selected a former boss, a peer, and customer as references, to demonstrate that I'm a pretty well-rounded person and get along with all the important work associates in my life."

Can we call all of your references?

This is a question designed to protect you. If your current job employer doesn't know your looking for a new job (as is most often the case), you can request that the interviewer contact your current employer after you've accepted a position and given your notice to your current employer.

"I'd prefer that you call my current boss only after you've made me a firm offer of employment and I've had a chance to tell her myself that I'm changing jobs. Then, of course, I understand your need to verify that my application was accurate."

Are you most productive working alone or in a group?

The interviewer is looking for someone who can work in an environment without the environment disrupting the candidate's preferred way of getting work done. Be honest but communicate that you're a flexible and reasonably adaptable employee.

"I need some privacy time for planning, but otherwise I like the activity and noise of people around me and the ability to share ideas. I think most writers need reinforcement, because we all get writer's block occasionally."

Tell me about an effective manager, supervisor, or other person in a leading role you've known.

Talk about a supervisor's management style and interpersonal skills. Focus on the positive-how the person worked rather than what type of work he or she did. How was the person able to accomplish so much and get your support?

"The best professor I ever had always reviewed the most important points from our last class before he moved on to new material. He also watched our faces carefully and repeated information whenever he saw a blank stare. Sometimes he would just ask for feedback by saying, 'What are you having difficulty with?'" He never assumed too much or made us feel dumb for not grasping a concept quickly."

What type of people do you work with most effectively?

Focus on the positive here. What type of boss, employee, and colleague would you be? Keep in mind that the interviewer wants to find out how well you would fit in with the other personalities in the company-not how well the other personalities in the company would suit you.

"I tend to work well with people who are confident and straightforward. It's more difficult for me to be around timid people, because I move quickly and am decisive."

What things impress you in colleagues?

The recruiter will want to see how developed your interpersonal skills are. More than likely, you'll be interacting not only with your own department, but with other people in the company, and possibly colleagues. Show the recruiter that you will shine in this area.

"I admire and work best with people who are of good character and have integrity. I also think confidence and enthusiasm is positive in any business environment."

How do you organize and plan for major projects?

Give the interviewer a good idea of your general approach to mastering complex tasks. You may wish to include here how you decide time frames, set deadlines, determine priorities, delegate tasks, and decide what to do for yourself.

"I love to brainstorm a best, worst, and most likely scenario. Then I set out a timetable that's realistic. What I usually find is that some combination of my best and worst cases evolves; I can adjust my schedule easily as these things unfold because I've already visualized what could happen and how I'd react."

What personal characteristics add to your effectiveness?

Talk about what makes your personal style unique and effective. For example, how are you able to get cooperation from others? What specific skills and traits help you get results, and why?

"I always stay in touch with my network. If I see an article that might be of interest to someone I know, I clip it and send it to that person. Then, when I need help and make a phone call to that person, the phone call gets returned promptly."

How have your technical skills been an asset?

Describe how you've used technical skills to solve a problem. Tell a specific story. Demonstrate how these same skills have been useful in other situations or in most of the jobs you've held. If you're hired, what situations will you handle particularly well?

"Although I never planned on a career as a writer or publisher, much of my job in marketing has depended on good writing and creative layout skills. My part-time college job with a newspaper taught me a lot about desktop publishing, how to position something on a page effectively, and how to write short sentences with maximum impact. In all of my marketing jobs, I've been able to explain my goals clearly to graphic designers, which has helped me avoid costly design revisions."

How do you usually go about solving a problem?

The interviewer will want to hear the logic you use to solve problems as well as the outcomes you're able to achieve. Are you decisive? How do you narrow the options and make decisions? What do people say about your reasoning skills? What examples would they cite of your effective decision-making?

"When I need to solve a problem, I generally start by writing down as many ideas as I can think of about possible causes. Next I look for relationships among causes so I can group together symptoms of bigger problems. Usually, after I study these groups of problems, the real cause becomes readily apparent."