PDF WORKSHOP: INTERVIEW SKILLS FACILITATED BY ANNA CHOY 23 JULY 2009.

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Presentation transcript:

PDF WORKSHOP: INTERVIEW SKILLS FACILITATED BY ANNA CHOY 23 JULY 2009

INTERVIEW TIPS 101 RESEARCH PREPARE EXAMPLES PERSONAL PRESENTATION PERSONALITY

Before your interview… Think good things, and say good things about yourself

Behavioural Interview Questions EXAMPLES Describe a time when you had to figure out a difficult problem on your own. How do you determine priorities in scheduling your time? Give examples. What skills would you like to learn or improve on in the next year? Describe your methods of influencing people. Give three examples.

Responding to questions Example Question: Customer service is very important in this role – tell us a situation where you have been proud of your customer service skills. Introduction Body - STAR model Concluding remark

STAR model Situation Task Action Response (how did others respond to your action)

Example Question Customer service is very important in this role – tell us a situation where you have been proud of your customer service skills.

Introduction I believe delivering exceptional customer service skills provides an organisation with a leading edge. Two important skills besides your attitude and manner are providing customers with alternatives and displaying empathy.

Situation …Recently I served a client who was very frustrated at not being able to access information because of a technology problem.

Task and Action …I offered to take the customers name and details and telephone him when the problem was rectified.

Response … After I had followed through with this he was very appreciative and wrote a formal compliment to the organisation, thanking me for the service I provided. Concluding remark … This example illustrates my attitude of providing friendly, value added customer service.

Things to practise Active listening Controlling the content Letting others speak for you

Practice Activity Preparation Interview 1 Interview 2 Interview 3 Constructive Feedback Regroup

STAR model Situation Task Action Response (how did others respond to your action)

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