INTERVIEW QUESTION GUIDELINES

Obviously, the questions you will ask will determine what information you receive from candidates. Prior to developing questions, it is important to study the position description and all related data regarding the duties of the position and their importance on the job. The best way to avoid discrimination is to keep the interview focused on the actual duties of the job. Generally, the person hired will need to: 1) have the training and experience to successfully perform the duties of the job; 2) have the necessary communication skills; and 3) have the personality to work with current employees and supervisors. The questions you develop should permit an objective evaluation of the candidates in these critical areas.

These are three general types of questions that should be asked during the interview:

1. Behavioral questions- The theory behind behavioral interviewing is that “the most accurate predictor of future performance is past performance in a similar situation”. Behavioral interviewing emphasizes past performance and behaviors.
2. Technical questions – which directly assess a candidate’s knowledge of the subject matter; and

Questions that lead to a “yes” or “no” response should be avoided as well as those that do not differentiate between candidates in a meaningful way. Written communication skills can be assessed by either asking for writing samples or by having candidates complete a written exercise.

Example interview questions:

• Tell me about a time your effort helped carry out some project or idea.
• Give an example when you found an error in your own work? How did it happen? What did you do about it?
• Give me an example of a time you found it necessary to make an exception to the rules in order to get something done.
• Tell us about a time when you had trouble learning a new procedure? How did you deal with that situation?
• Have you ever felt irritated or frustrated while dealing with a customer? How did you respond when customers became demanding beyond an acceptable level?’
• Give me an example of a time you faced a conflict while working on a team. How did you handle that?
• Give me an example of a time when you had to think on your feet in order to delicately extricate yourself from a difficult or awkward situation.
• Sometimes it’s just not possible to get everything on your to-do list done. Tell me about a time your responsibilities got a little overwhelming. What did you do
• Give me an example of a time when you were able to successfully persuade someone to see things your way at work.
• Describe a time when you saw some problem and took the initiative to correct it rather than waiting for someone else to do it.
• Tell me about your proudest professional accomplishment.
• What is the most difficult repair work you’ve done and why?

Technical

• Describe your production deployment process.
• What source control tools have you used?
• What are your technical certifications?
• What automated-build tools or processes have you used?
• How do you compare two linked lists?
• What type of tool is this and what is it used for?

Samples:

Behavioral based

Good communication skills are an important part of this position. You will occasionally be dealing with applicants or employees who may be angry about an issue over which you will have little or no control. Can you tell us about a time when you had a particularly difficult customer, or person to deal with, who may have been angry? Please explain what you did to work through that situation. If the situation didn’t end well, explain what you learned and how you’d handle that same situation today.

More Than Acceptable

Individual listened to the customer’s or employee’s concerns or problems and may have asked questions about the problem or situation. Individual may have restated the problem or concern to the person to show that they understood the issue. They may have asked the individual what they have tried already to resolve the issue or problem. Took action to help the individual- did not pass the problem on to someone else, or if they did, they accompanied the person to the next level. Was patient in explaining what needed to be done, and asked the person if they understood. Or, if they did not know how to respond or answer the employee/customer, they indicated that they’d do some further research and get back to them, and contacted the individual with the correct information after researching the issue. Candidate shows good problem solving skills, listening skills and follow through with the problem. Other acceptable response.

Acceptable

Listened to the customer’s or employee’s problem and let them vent. Helped show them what needed to be done or gave specific, accurate instructions. If they did not know how to answer the question, got a supervisor, but remained on the line or went with the person so they could hear the answer. Candidate listened but may have moved to problem solving before a thorough analysis was done. Other acceptable response.

Less Than Acceptable

Got a supervisor to handle the situation or gave the person to someone else even though he/she was the correct person to contact. Cut the customer/employee off, was impatient, belittled, or was condescending to the employee/customer. Told the customer/employee that he/she would contact them with correct information but didn’t follow-up.

Technical

Please summarize your skills and experience with word processing (e.g. Microsoft Word) and in creating and proofing professional business correspondence, such as letters, manuals, policy documents, etc.

More than Acceptable: Applicant is very well versed in Microsoft word and has    had professional training or education in this area. Applicant should be familiar with the majority of the items below:

• mail merge in Microsoft office, save form
• Inserting fields/creating forms
• Creating bookmark
• Creating footnote
• Enable tracking
• Making comments
• Combing documents into one
• Create mailing labels

Acceptable: Applicant has some experience in professional or personal setting using Microsoft Word in the above areas, but is not familiar with the majority

Less than acceptable: Has very little experience with Microsoft Word.