Interview Questions

Interview Question: Tell me about a time when you had to convince others to put in ‘the hard work’ – Answer Tips

June 13, 2023 by Mike Jacobsen

Question forms part of

Civil Service Question Bank
The MOST Common Interview Questions (YOU WILL BE ASKED THESE QUESTIONS)

What the interviewer is looking for by asking this question

Good leadership is about providing assistance and motivation to your team in order to inspire them to be as productive as possible in achieving the organisation’s aims.

There are a number of different leadership styles and different ways of inspiring your team.

The interviewer is asking this question because they want to see how you inspire your team and whether your leadership style is a good fit with their organisation.

The best way to judge someone’s leadership style is to see how they work in action. Obviously since this is an interview it would be hard for them to put you through a simulation, so the next best thing is to see how you have fared in the past.

So the interviewer wants to see how your leadership style played out in a previous scenario and whether you were successful in getting the most out of your team.

The best approach to answering this question

Before you enter the interview you should have done some research on the company you are applying for. Try and look at their senior leadership team. Check them out on LinkedIn. You can usually get a good feel for someone’s management style by the things they post. You want to make sure you are a good fit so try to mimic their style as much as is feasible.

This is a “Tell me about a time” question so the best way to answer this is using the B-STAR technique.

Let’s see how that would work with this question:

B – Belief – Talk about your thoughts or philosophies with regard to leadership and motivating a team. The best answers as discussed earlier will mimic the style of leadership present within the company.

S – Situation – Tell the interviewer what the situation was that required extra motivation of your team. Keep it simple as you do not have much time to answer each question. Don’t get bogged down in details. A simple scenario like “we had a deadline fast approaching that required ‘all hands on deck'” is enough detail to provide here.

T – Task – What was your role in this situation? Obviously given the question that has been asked you want to ensure that your example has you in the management seat. It should be your responsibility to get your team members to complete the task at hand.

A – Activity – What did you do? List out the activities that you completed in order to get the team motivated in getting the job done. Good answers here will include how you removed all blockers/distractions that would impede the team and how you provided encouragement (maybe in the way of a bonus?) to get the job done.

R – Results – What happened in the end? Remember this is an interview so you don’t want to share a failure. Pick an example where your inspiration led your team to complete all the required actions, and everyone went home happy.

How NOT to answer this question

Do not say your team don’t need convincing. Sure, a well run team will require very little convincing to put in the hard work when it’s needed. So even if it is true that you never need to do much convincing don’t just handwave the question away. Talk about the steps you go through to ensure that the team doesn’t need convincing, talk about the steps you take to provide further encouragement and motivation during challenging work periods.

Do not talk about a time when you or your team failed. Sure failing is a fact of life. And each failure provides valuable lessons that let us learn and adapt so that next time we are less likely to fail. But this is not the place to talk about that – the right place to talk about that is when the interviewer asks “Tell me about a time that you failed”.

Do not threaten your team in your example. A really good motivator of course is to tell your team members that if they don’t get the job done then they will be demoted/docked-pay/fired. But this will not endear you to an interviewer, good leaders are able to motivate employees without the ‘stick’ of punishment. Show you are a good leader.

Tell me about a time when you had to convince others to put in ‘the hard work’

Example answer 1

There was a significant incident that occurred while I was working as a project manager at a software development company. We had landed a large contract with a prominent client who wanted a bespoke software application built within a relatively short timeframe. From the onset, I understood that meeting this deadline would require extra hours and significant effort from everyone involved.

After laying out the project timeline and deliverables during a team meeting, it was apparent that some team members were apprehensive about the amount of work involved. I needed to motivate them to accept the challenge and put in the extra effort required to complete the project successfully.

I started by arranging a meeting to openly discuss their concerns. I listened to their worries about the workload and potential burnout, and I acknowledged that their concerns were valid. But I also emphasized the importance of this project, not just for the company, but for their personal growth and development. I highlighted that this was an opportunity to push their boundaries, learn new skills, and showcase their capabilities to senior management.

To make the workload more manageable, I proposed we break down the project into smaller tasks and milestones. I also reassured them that their efforts would not go unnoticed, and that the company would recognize and reward their hard work. I emphasized that we would prioritize their wellbeing and avoid burnout by ensuring everyone took regular breaks and time off.

Furthermore, I committed myself to work alongside them during this period, showing that I wasn’t asking them to do anything I wasn’t willing to do myself. This, I believe, was an important step in gaining their trust and commitment.

Over the course of the project, I made sure to celebrate our small victories and constantly express my gratitude for their efforts. This fostered a sense of team spirit and kept morale high, even during the most challenging times.

In the end, we successfully completed the project on time, and the client was extremely satisfied with the result. It was a demanding period, but it strengthened our team dynamic, and everyone was proud of what we’d accomplished. The company recognized our efforts and rewarded the team for the hard work. This experience proved that with the right motivation and leadership, a team can achieve remarkable results.

Example answer 2

“I always feel that when you have a good team working for you that often you don’t need to convince anyone to get the job done, that’s why I believe in a strong recruitment policy of only employing the best and maintaining high standards within the organisation.

Of course there will always be times when a little more motivation is needed. One such occasion happened recently. One of our most valued customers asked if we could provide delivery on one of our products a month earlier than originally scoped.

The organisation agreed to ‘try our best’ when it came to this request but made the customer aware of the challenges of this new date.

The challenge was given to me and my team to try and achieve this new date. Ensuring open communication with the team is important to me so the first thing I did was meet with my team to ensure that they all knew of the new challenge.

We looked at the obstacles that lay in the team’s way and I removed them where practical.

To show the team that we really appreciated the effort they were putting in we made each Friday pizza day paid for by the organisation and told each team member that they would each receive a paid day off once the product was delivered (regardless of whether the new deadline was met or not).

The team were extremely motivated by this and with nothing stopping them we managed to deliver the customer their product within the new timeframes. The customer was thrilled with the service we provided and actually sent across a week’s supply of office fruit as thanks for helping them turn things around under short notice.”

Interview Question: Describe a situation when you were responsible for other team members learning a new skill? – Answer Tips

June 13, 2023 by Mike Jacobsen

Question forms part of

Civil Service Question Bank
The MOST Common Interview Questions

What the interviewer is looking for by asking this question

Developing self and others. It is one of the key behaviours that are assessed when you apply for a job with the Civil Service. Even if you are looking at other private sector jobs it is worth ensuring you can showcase you ability with this particular behaviour.

This question is not a very popular one admittedly, usually when interviewers ask questions about this behaviour they are more focused on how you seek to develop yourself and your own skill set.

Here though the interviewer is asking how you go about helping others develop. How you embark on the challenge of teaching others (or helping others teach themselves) new skills.

Depending on the role you are applying for the interview is looking to see one of two things:

That you are a good leader. Are you capable of seeing areas of weakness within your teams and helping your team members overcome these weaknesses through skill training?
That you value teamwork. It is said that a good team is greater than the sum of its parts. Are you someone who recognises that and is able to see when other team members might need help in a certain area.

As I said depending on what role you are applying for it could be either of the above. More than likely the interviewer is only going to be looking to see your leadership abilities if you are applying for a managerial role.

The best approach to answering this question

This is a “Describe a situation” question. With these questions the best answers will always follow the B-STAR technique.

Let’s see how it can be used for this question:

B – Belief – Discuss your thoughts/beliefs around learning new things within a team. The best answers here will talk about how you feel that learning new things and getting better at things is how organisations grow, and as someone who values teamwork you are always looking for ways to improve your team (as a member or as a leader)

S – Situation – Pick a situation where you were responsible for a team member learning a new skill. Set the scene for the interviewer. Ensure you keep the situation easy to understand, the best answers will be how a team member was struggling as they didn’t understand something. If you work computers then a new piece of software is always a good example to give.

T – Task – What was your role in this situation? If you are the team leader you should mention how during your reviews of the team you noticed gaps in the skillset of a team member. If you are a team member talk about how you always keep in close contact with your team for information sharing purposes and you quickly noticed a team member needed your help.

A – Activities – What did you do? Run through how you helped your colleague learn this new skill.

R – Results – How did the employee fare after your assistance? As this is an interview you should always talk about how the other team member learned the new skill and was grateful for your assistance.

How NOT to answer this question

Do not avoid the question. Try not to veer off course and answer a different question. The interviewer isn’t asking about how you learned a new skill or what skills were your team mates lacking. The interviewer wants to know how you helped a team member learn a new skill

Do not give an example where the team member failed to learn the new skill. Sure you might be able to give a good answer about how you went out of your way to help the team member but unfortunately they couldn’t learn. And you could include the lessons you learned along the way, and it might turn out ok. But if you give an example where the team member learned the new skill then it will definitely turn out ok.

Do not say it’s not your job to train other people. It should be obvious but you would be surprised what you hear from candidates during interviews. When it comes down to answering the question, and this goes for any question you are asked really where the interviewer asks you to describe or tell them about a time something happened: you should always tell them about a time when that thing happened, don’t counter or argue with the premise. Tell them about a time when you did what the question is asking.

Describe a situation when you were responsible for other team members learning a new skill?

Example answer 1

Certainly, this takes me back to a significant project during my role as a Project Manager at a software company. We had won a new client who required us to develop a software using a particular set of programming languages and tools that, while industry-standard, some of our team members weren’t yet proficient in.

I was tasked with ensuring that our team was up-to-speed with these new technologies before the project kick-off. To begin with, I evaluated the current skill set of our team members to understand the knowledge gap. Once I had a clear understanding of the team’s strengths and weaknesses, I started organizing a training program.

The program was designed in two parts. The first was a series of workshops led by an external expert in these technologies. This gave the team a comprehensive understanding of the new tools and their applications. We then followed this up with hands-on training sessions, where team members had a chance to apply their newly acquired knowledge to mock projects.

Throughout this process, I regularly monitored the progress of each team member, providing personalized feedback and additional resources as needed. I also encouraged a culture of peer-to-peer learning, promoting knowledge sharing within the team.

The entire process was certainly challenging and required considerable time and effort. However, seeing the team grow, adapt and eventually become proficient in the new technology was extremely rewarding. By the time we started the project, the team was confident and well-equipped to handle the client’s needs, and we successfully delivered the project within the stipulated time. This experience demonstrated the importance of continuous learning and adaptability in a rapidly changing industry like ours.

Example answer 2

“I’m a big believer in learning new things. I’m the person on the team who is always first in line whenever new training sessions are available for the team. I just think that the more you know the better you can produce.

There was one occasion where a training seminar was held for a new software that had been introduced within our department. The core functionality of the software was the same as what we used already so we were told that the seminar was voluntary.

I of course went along. And while a lot of the features were the same – as was expected – there was some new advanced functions that I thought could be great for our team.

I spoke to the training lead after the seminar and he sent me across some documentation and guidance on the new functionality. I studied through all the documents and realised that if our team was trained on this new reporting methodology that we could save quite a bit of time each week.

I positioned this to my manager who was delighted with the idea. And the next week I trained all of my team in this new skill. Some were reluctant at first because there was an element of coding involved – we needed to use SQL queries for the reports, but once they got the hang of it they were amazed at how much could be done.

The results were immediate. Our team was getting work done in twice the time. Time spent manually pulling reports was no longer. Some of the team went even further and started to develop more and more complex reports that would never have been possible without knowing this new skill.“

Interview Question: Have you ever had to work to an extremely tight deadline? How did you navigate that? – Answer Tips

June 13, 2023 by Mike Jacobsen

Question forms part of

Civil Service Question Bank
The MOST Common Interview Questions

What the interviewer is looking for by asking this question

Deadlines are a way of life. Like an old project manager once told me, “if we didn’t have deadlines nothing would ever get done”.

It is really that simple; work will always expand to fill the amount of time allotted.

Sometimes though the time that we have been allotted for an activity or project seems fairly short considering the scale of the task at hand.

What do we do in those situations?

Well that is what the interviewer want to know from you, and that is why they ask this question.

They want to see first and foremost are you capable of working to tight deadlines? Are you able to prioritise the important pieces of work over the less important and ensure that your work is delivered on time and to an acceptable quality?

That is the purpose of this question.

The best approach to answering this question

This is a “Have you ever” style question. With questions like this you should always start your answers with a resounding

Yes I have

This is not a trick question. The interviewer is asking if you have experience in the matter at hand because they need someone who has that experience. It is crucial that you say you do.

After you have said “Yes” you can treat the question like any other “Tell me about a time” question, and the best way to answer those questions is to use the B-STAR technique.

Let’s see how that would work out with this question:

B – Belief – Talk about how you feel about deadlines and working toward tight ones. The best answers here will talk about how you feel deadlines are important as they provide structure for your project / activity.

S – Situation – Open by quickly setting the scene of why you were on a tight deadline. Make sure your example is one where the tightness of the deadline was out of your control. Remember that you do not have much time to answer the question so set the scene quickly. Pick an example that is straight forward to understand without long descriptions.

T – Task – What was your role in meeting this deadline? For a good interview answer the job of meeting this deadline should fall squarely on your shoulders.

A – Activity – What steps did you take to meet your deadline? The best answers will talk about how you had to prioritise the list of activities that were required. With such a tight deadline not all goals may be achievable, it is your job (for your answer it should be your job) to ensure the critical activities are completed and delivered on time and to the desired quality.

R – Result – This is an interview so make sure the end result as described is a positive one. You can include any lessons you learned at the end – for example maybe you realised that this tight deadline could have been avoided if X was fixed.

How NOT to answer this question

Do not avoid the question. It is easy to fall into a trap when answering this question. You might think that it would be smart to answer that you never work to tight deadlines because you plan well. Don’t answer like this as it shows you are inexperienced. In the workplace tight deadlines will be thrust upon you and no matter how good a planner you are you feel the squeeze – in fact you might get tight deadlines just because you are a good planner. “Give the work to Mike he’s always squared away he will be able to sort it out”

Do not give an example where you missed the deadline. Your example should be a success. You are trying to show the interviewer that you have had tight deadlines before and you have been able to successfully deliver to them

Do not talk about how you had to sacrifice quality. I think it is obvious that if you are rushing people to a tight deadline that quality might slip, however it is your job to explain to the interviewer how you managed to prevent quality from slipping while also meeting the deadline. A trick here is to say how you looked at the list of requirements for the task and removed items that would not impact quality but would allow you to deliver on time.

Have you ever had to work to an extremely tight deadline? How did you navigate that?

Example answer 1

Indeed, I’ve faced several instances where I’ve had to work to extremely tight deadlines. However, one occasion that particularly stands out was during my tenure as a Lead Software Developer at my previous organization.

We were working on a major product launch, but midway through the project, our client moved the deadline up by a couple of weeks, due to some strategic shifts on their end. This left us with a significant amount of work to complete in a much shorter time frame.

First, I sat down with my team and we re-evaluated our project timeline. It was essential for everyone to understand the situation we were in and the new expectations. We then strategically prioritized the tasks based on their impact on the project, identifying which tasks could be done concurrently and which tasks were dependent on others.

After this, I implemented a more rigorous daily check-in to keep track of the project’s progress. This not only helped in identifying any potential roadblocks early but also ensured that everyone was aligned on the project status and the tasks they were responsible for.

To navigate the increased workload, we discussed and agreed upon putting in some extra hours. I ensured that this was done on a rotational basis to avoid burnout and maintained an open line of communication for any team member to express concerns or issues.

Simultaneously, I kept the client informed of our progress. Transparency was crucial, so we made sure to provide regular updates, reassuring them that we were doing our utmost to meet the revised deadline.

Eventually, we were able to complete the project on time without compromising on the quality of our work. It was a challenging period, but it underscored the importance of effective communication, teamwork, and strategic planning when working under tight deadlines.

Example answer 2

“I don’t think anyone likes deadlines, I know I don’t. But I do appreciate their importance in the workplace in how having a deadline provides structure to how we work.

As a Project Manager deadlines are kind of my thing. Deadlines, Cost and Quality are my primary motivators. I like to ensure that all my projects are properly planned so that there is no stress about the deadlines.

However that is obviously not always possible. There was a recent project that I was handed very last minute. The previous project manager had abruptly left the business and had seemingly let the project run without direction for a number of months prior to this.

I was given control of the project and told the deadline was just 2 months from now. I immediately knew this was not possible given the current status. But I persevered.

First thing I did was re-validate all of the assumptions. I found out that the deadline was not a fixed deadline of 2 months but was told under no uncertain terms could it extend past 3 months. That bought us some respite but not enough.

Next steps was to re-examine the requirements. This was a new product launch and the initial project design was to go live with the full product spec on Day 1. I took this back to the project sponsor and drilled down to which requirements were critical for Day 1 launch and which requirements could be delayed to a subsequent ‘Phase 2’ launch.

With all of this done I had a plan that would get us there. I just needed a motivated project team. I again linked in with the project sponsor for his support in both bringing in new team members (who I had a close working relationship with) and to re-affirm to the remaining project members and all stakeholders the importance of this project and it’s deadline

This seemed to be the spur that everyone needed as we were off to the races so to speak. The project was delivered on time and to the required quality with the remaining non-critical features being added to a month after. I also raised with the PMO team that this situation could have been avoided had there been a requirement on the previous project manager to provide status updated into the project sponsor in a more formal setting.“

The MOST Common Compliance Officer Interview Questions (And Sample Answers)

June 11, 2023 by Mike Jacobsen

So, you’re gunning for a Compliance Officer role, huh? Awesome choice. It’s one of those critical roles in any organization that deals with laws and regulations. And the best part? It usually comes with a pretty decent paycheck, too.

But before you can step into that role and start collecting those paychecks, there’s one little hurdle you’ve got to cross first: the interview. Now, I know what you’re thinking: Interviews can be nerve-wracking, right? Especially when you’re not sure what kind of questions you’ll be asked.

Well, that’s why we’re here. We’ve put together a list of the MOST common compliance officer interview questions you’re likely to encounter. And we didn’t stop there; we’ve also included some sample answers to give you an idea of how to approach these questions. Trust us, by the time you’re done with this article, you’ll be ready to face that interview with confidence. So, let’s dive right in!

Contents

1 Looking for More Questions / Answers…?
2 Compliance Officer Interview Tips
3 How Best To Structure Compliance Officer Interview Questions
4 What You Should Not Do When Answering Questions
5 Compliance Officer Interview Question & Answers

Looking for More Questions / Answers…?

Then, let me introduce you to a fantastic resource: “Interview Success: How To Answer Compliance Officer Questions”. Penned by the experienced career coach, Mike Jacobsen, this guide is packed full of interview tips. This 105-page guide is packed with over 100 sample answers to the most common and challenging interview questions. It goes beyond simply giving you answers – it guides you on how to structure your responses, what interviewers are seeking, and even things to avoid during interviews. Best of all, it’s available for instant download! Dive in and give yourself the competitive edge you deserve.

Click here to learn more and get your copy today

Compliance Officer Interview Tips

1. Understand the Role and Its Responsibilities

First things first, make sure you’re clear on what a Compliance Officer does. This means knowing the different responsibilities that come with the role. This could involve maintaining an organization’s legal and ethical integrity, staying on top of changing laws and regulations, and developing company policies and procedures.

2. Brush Up on Relevant Laws and Regulations

As a Compliance Officer, you’ll need to know the laws and regulations relevant to your industry like the back of your hand. So, take some time to refresh your memory before the interview. This will show that you’re serious about the role and prepared to hit the ground running.

3. Show off Your Problem-Solving Skills

Compliance isn’t just about knowing the rules. It’s also about navigating tricky situations and finding solutions when those rules are broken. Be prepared to talk about times you’ve had to make tough decisions or solve complex problems.

4. Highlight Your Communication Skills

Communication is a huge part of being a Compliance Officer. You’ll need to be able to explain complex legal jargon in a way that anyone in your organization can understand. In your interview, demonstrate your ability to communicate clearly and effectively.

5. Be Prepared with Real-Life Examples

Theory is one thing, but real-life experience is what will set you apart. Come armed with examples from your past work experience that demonstrate your skills and expertise as a Compliance Officer.

6. Show You’re Continuous Learner

Laws and regulations are constantly evolving. Show your commitment to continuous learning. Whether it’s through further education, attending industry seminars, or keeping up with legal news, indicate how you stay up-to-date.

7. Display Your Ethical Standards

Compliance work requires a high level of integrity. Expect questions that evaluate your moral compass. Be honest, and be ready to discuss ethical dilemmas you’ve faced in your career.

Remember, the interview is not just about answering questions correctly; it’s also about demonstrating the qualities that make you a perfect fit for the role

How Best To Structure Compliance Officer Interview Questions

B – Belief – What are your thoughts and feelings with regard to the subject matter?

S – Situation – What was going on? Briefly explain the scenario that was taking place.

T – Task – What was your role in the action? Most of the time it is best that you are taking an active rather than passive role in the encounter

A – Activity (or action) – What did you do? Detail the steps you took and why you took them.

R – Results – How did everything end up? Try to use figures if possible (e.g. we cut costs by $3m, customer satisfaction scores increased 25%, failures reduced to zero, ice cream parties increased ten-fold)

The B-STAR method is an excellent strategy for structuring answers to interview questions, especially for the Compliance Officer position. Compliance work often involves nuanced scenarios and complex tasks that require detailed explanations. By taking the interviewer through your Belief about the matter, describing the Situation, specifying your Task, detailing the Action you took, and outlining the Results, you provide a comprehensive, engaging story of your professional experience. Whether it’s navigating a new regulatory landscape or handling a compliance breach, this B-STAR approach can help you articulate your experiences clearly, convincingly, and with the level of detail that prospective employers will appreciate.

What You Should Not Do When Answering Questions

Do not avoid the question.

Do not describe a failure (unless specifically asked).

Do not downplay the situation.

Do not overhype the situation.

Do not say you have no experience with the subject matter.

Do not reject the premise of the question.

Do not have a passive role in the situation.

Do not give a one-sentence answer.

Do not overly describe the scenario and miss the action.

Compliance Officer Interview Question & Answers

“What drew you to the compliance field?”
See 4 more example answers here…

My interest in the compliance field stems from a deep-seated fascination with the ways rules and regulations shape the business landscape. It all began when I was studying for my degree in Business Law, where I was captivated by the complexities of regulatory frameworks and their impact on business operations.

While I was initially drawn to corporate law, I began to realize that my passion lay more with the proactive, preventative side of things. I saw that the role of a compliance officer was about much more than ticking boxes; it was about creating an environment where the right actions were second nature, not an afterthought.

I was particularly interested in the strategic aspects of compliance. I enjoyed the challenge of not only understanding and interpreting the law but also devising innovative ways to ensure its seamless integration into a company’s day-to-day operations. I appreciated how compliance officers needed to have a comprehensive understanding of the business to align the regulatory requirements with the organization’s goals effectively.

Additionally, I saw that compliance had a profound ethical dimension. In many ways, a compliance officer serves as the conscience of a corporation, ensuring that it adheres to the highest standards of conduct and integrity. This resonated with my personal values and motivated me to commit to this field.

Finally, the evolving nature of the regulatory landscape means that the compliance field is always dynamic and challenging. The opportunity to continuously learn and adapt was appealing to me, as I thrive in environments that require agility and constant growth.

Over the years, my experience in the field has only deepened my passion for compliance. I take immense satisfaction in knowing that my work helps safeguard the organization and its stakeholders from potential risks and contributes to maintaining a culture of integrity and transparency. I believe that compliance is an essential function that drives sustainable success, and I look forward to contributing my expertise to your team.

“Can you describe a time when you identified a compliance issue in your previous role?”
See 4 more example answers here…

Absolutely, I can provide a specific example from my previous role as a Compliance Officer at a financial services company. During my tenure there, we implemented a new customer relationship management system. Part of my responsibility was to ensure that the system was compliant with our data protection obligations under GDPR.

As part of the initial roll-out phase, I conducted a thorough review of the system’s features and data handling processes. During my review, I discovered that the new system was automatically storing personal data outside of the agreed retention period set out in our data protection policy. This was a significant compliance issue, as keeping personal data longer than necessary without a valid reason could potentially lead to a breach of GDPR.

Immediately upon discovering the issue, I escalated it to the project team, outlined the potential compliance risk, and advised that we needed to amend the system’s settings to automatically delete data that exceeded our retention schedule.

I also worked closely with the IT department to identify all data that had been stored longer than necessary and ensured it was promptly and securely deleted. I then recommended a thorough review of our data retention processes to prevent similar occurrences in the future.

Subsequently, I led a training session for the relevant staff to ensure they understood the importance of data retention rules and the potential implications of non-compliance.

The situation was handled promptly and effectively, ensuring that we remained compliant with GDPR regulations. This example underlines my proactive approach to identifying and addressing compliance issues.

“How do you stay current with laws and regulations relevant to our industry?”
See 4 more example answers here…

Keeping up-to-date with relevant laws and regulations is a vital part of my role as a Compliance Officer. I have a multi-pronged approach to stay current.

Firstly, I maintain active memberships in several professional associations, such as the Society of Corporate Compliance and Ethics and the American Bankers Association. These associations frequently provide updates on regulatory changes and offer seminars and training programs that I regularly participate in.

Secondly, I subscribe to various legal and compliance newsletters that give updates on legislative developments. I also use news aggregators that allow me to set alerts for specific regulatory changes or relevant court decisions.

In addition, I frequently visit the websites of regulatory bodies to look for updates and guidance notes. I believe that it’s important to understand not just the letter, but also the spirit of the law, and regulatory bodies often provide valuable insight into their interpretation of regulations.

Another critical element of my approach is networking. I regularly attend industry conferences and seminars, which allows me to connect with my peers and share best practices. I find that these discussions can offer valuable insights that I might not have gleaned from reading the regulations alone.

Finally, I also invest time in continued professional education. I often take courses or attend workshops relevant to my field. This not only keeps me abreast of the regulatory landscape, but also helps me develop my professional skills, enabling me to serve my organization better.

In conclusion, staying current with laws and regulations involves a combination of formal learning, active networking, and practical application. My commitment to staying updated allows me to ensure our company’s adherence to the evolving regulatory landscape.

“What are the most significant compliance risks you anticipate facing in this position?”
See 4 more example answers here…

In my view, there are several significant compliance risks that could be encountered in this position, given the complex and ever-evolving nature of regulations in our industry.

One of the primary risks is regulatory changes. With regulations constantly changing, it’s critical to stay updated and ensure our processes are in line with the latest laws. This risk is heightened if we operate in multiple jurisdictions, as we would need to comply with the local regulations of each area.

Another major risk is data protection and cybersecurity. With an increase in digital operations and online data storage, ensuring the protection of sensitive client and company data is paramount. This includes compliance with data protection laws, like GDPR, as well as internal controls to prevent data breaches.

The third significant risk I foresee is ethical misconduct within the organization. This could range from conflicts of interest to fraudulent activities, and these issues not only violate regulations but also damage the company’s reputation.

Lastly, with the ongoing push for environmental and social governance (ESG), there is an increasing risk of non-compliance with sustainability and corporate social responsibility regulations.

My approach to managing these risks would involve maintaining a robust compliance program. This includes keeping abreast of regulatory changes, implementing rigorous data protection measures, fostering a strong culture of ethics within the organization, and ensuring we meet our ESG obligations. In essence, I believe that proactive risk management is key to successful compliance.

“Why do you want to work for our company specifically?”
See 4 more example answers here…

I’m interested in joining your organization for several compelling reasons. First and foremost, I’m drawn by your strong commitment to maintaining high ethical standards and adherence to laws and regulations. Your organization’s reputation for integrity and transparency resonates strongly with me, given that these are the same values I uphold in my work as a compliance professional.

Moreover, your commitment to promoting a culture of compliance and ethics across the board is impressive. From my research, I’ve learned that you have robust programs and processes in place to ensure regulatory adherence, which tells me that compliance is not just a box-ticking exercise here but a significant part of your corporate culture. I believe that such an environment would allow me to do my best work.

Furthermore, I’m genuinely inspired by your mission and the impactful work you do in our industry. I’ve always wanted to contribute to an organization that makes a real difference, and from what I’ve seen, your company does that consistently.

Additionally, I’ve had conversations with some of your employees, and they have spoken highly of the supportive and collaborative environment here. I believe that such a workplace would be the ideal place for me to grow and further develop my compliance skills.

Finally, I see a strong alignment between my personal career aspirations and your company’s trajectory. I want to contribute to an organization that continually pushes for excellence, and I believe I can do that here by helping to mitigate compliance risks and protect the company’s reputation. In short, I see a future here and am excited about the possibility of being part of your team.

“Tell us about your experience in developing and implementing compliance programs.”
See 4 more example answers here…

My experience with developing and implementing compliance programs spans over a decade and crosses several industries, including banking, healthcare, and technology. I’ve always taken a holistic approach to compliance, understanding that it must be embedded in every level of an organization to truly be effective.

In my previous role as a Compliance Manager at XYZ Corporation, a global tech firm, I was responsible for revamping our entire compliance program in response to new regulatory standards set by the GDPR. I led a cross-functional team through the process of identifying gaps in our existing program and developing a roadmap for the necessary changes.

We started by conducting a comprehensive risk assessment to understand our vulnerabilities. Once we had this insight, we developed a plan that included updates to our policies and procedures, enhancements to our training programs, and improvements in our monitoring and reporting mechanisms. We also established more stringent data management processes and rolled out a company-wide awareness campaign to ensure all employees understood their responsibilities under the new regulations.

Throughout the implementation, I maintained an open line of communication with senior leadership, providing them with regular progress updates and immediate notifications of any significant issues or barriers we encountered.

The program was a success. We not only achieved full compliance with GDPR ahead of schedule but also created a culture of accountability and understanding around data protection within the company. The number of data-related incidents significantly dropped, and our internal surveys showed improved staff awareness and compliance.

This is just one example, but it represents my overall approach to developing and implementing compliance programs. I believe in a proactive, inclusive, and comprehensive approach, which is not just about avoiding penalties but about protecting the company, its employees, and its reputation.

“Describe a time when you had to navigate a complex regulatory framework.”
See 4 more example answers here…

In my previous role as a Compliance Analyst with a multinational pharmaceutical company, we were in the process of launching a new drug in multiple international markets. As you can imagine, each market had its unique regulatory landscape that we needed to navigate. My task was to help ensure our compliance with the regulatory standards in each market.

One particularly complex situation arose when we were trying to gain approval for our drug in a European market. The regulations there were especially intricate due to the high standards for pharmaceutical products and the numerous regulatory bodies involved.

I took the initiative to dissect the regulations piece by piece. This process involved a lot of back-and-forth with regulatory authorities and legal experts, as well as coordination with our scientific team to understand the technical aspects of the product. I also had to take into consideration our company policies to ensure internal compliance.

By breaking down the regulations into manageable parts and consulting with the right experts, I was able to help create a comprehensive compliance plan. This plan included guidelines for our team to follow, timelines for submissions to regulatory bodies, and strategies for resolving potential compliance issues.

Ultimately, we successfully navigated this complex regulatory framework, and the drug was approved for the market. This experience not only honed my ability to interpret and apply intricate regulations but also showed me the value of thorough research, teamwork, and strategic planning in achieving compliance.

“How have you handled a situation where a colleague or superior was not complying with guidelines or policies?”
See 4 more example answers here…

There was an incident during my tenure at XYZ Company where I noticed a colleague was circumventing the established data handling procedures. Given the potential risk to our organization and customers, I knew I needed to act, despite the sensitive nature of the issue.

The first step I took was to gather clear evidence to ensure I was not making an unfounded accusation. Once I had sufficient proof, I approached the colleague directly but in a non-confrontational manner, explaining my observations and expressing concern. I made sure to emphasize that my intention was to safeguard the company and all stakeholders involved, including him.

However, the colleague did not take my concerns seriously and continued the non-compliant behavior. At this point, I decided to escalate the issue to my superior. I presented the evidence and detailed my attempt to resolve the issue directly.

Management took immediate action, conducting a thorough investigation which confirmed the breach of our data handling procedures. Subsequently, they held training sessions to refresh everyone’s understanding of our policies, using the incident as a case study to highlight the possible repercussions of non-compliance.

The situation was challenging due to its delicate nature, but it reinforced the importance of having robust policies in place and the courage to uphold them, even when it involves uncomfortable conversations.

See more questions and learn from over 100 sample answers…

Interview Question: Tell Me About A Time Someone Challenged Your Decision – Answer Tips

June 10, 2023 by Mike Jacobsen

Question forms part of

Civil Service Question Bank
The MOST Common Interview Questions

What the interviewer is looking for by asking this question

Decision making is a key part of many roles. It is so important that “Making Effective Decisions” is one of the core behaviours that is tested when applying for roles within the UK Civil Service.

How you approach making a decision is something that interviewers will be interested in. Part of the decision making process is ensuring that you are using all the information available to make the most informed and correct decision that you can.

When you have made your decision it needs to stand up to scrutiny. Are you able to defend your decision when challenged?

This is what the interviewer is looking for by asking this question. Do you have experience with defending your decisions, and how do you handle yourself while defending your decision?

It is easy for people to make a decision but then change that decision immediately when challenged.
It is easy for people to make a decision and then double down and refuse to listen to legitimate challenges

The interviewer wants to see if you are capable of listening to challenges, fairly and calmly assessing the challenge and choosing the most appropriate action to take.

The best approach to answering this question

This is a “Tell me about a time” question. So the best answers are going to be utilising the B-STAR interview technique. Let’s see how that should go:

B – Belief – Talk about your approach to decision making and mention how you believe in getting input from as many people as possible.

S – Situation – Describe the scene. What decision had you been asked to make and what was the challenge. Try not to get too bogged down in the minutiae of the situation. Keep it simple to explain. “You had decided X, colleague said why X and not Y, you discussed the matter further”.

T – Task – What was your responsibility? It is crucial when answering this question that your role be the decision maker and that you had ensured that your information was correct.

A – Activity – What did you do when your decision was challenged? The best answers will talk about how you took the time to explain your decision to ‘the challenger’, showing them how you came up with the decision and discussing why the decision was better than the alternatives

R – Result – What happened about your decision? There are 2 ways to answer this, either say that you explained your decision making process to the challenger and they agreed with your decision, and your decision ended up bearing fruit for your organisation. Or say that the challenger provided a new point of view (or gave new information) that was not available to you at the time that meant you changed your decision, and your decision ended up bearing fruit for your organisation. The first option will be a lot easier to explain in an interview setting but the second option does show humility on your part. Either way you should mention how the final decision was good for the business.

How NOT to answer this question

Do not say that your decisions have never been challenged. The interviewer will be expecting you to have this experience and you need to show that you do.

Do not give an example of when you reversed your decision immediately. If you do change your decision as a result of the challenge make sure you talk about how you investigated the alternative and realised it was better for the business. Also ensure you have a good answer as to why you never make that decision in the first place.

Do not give an example where you do not welcome the challenge. Sure nobody likes to have their decisions questioned, but it is also dangerous to never receive any input. Make sure to emphasize that you requested input/feedback on your decision and this discussion was a result of that request.

Do not give an example where the challenger and the interaction was hostile in nature (unless you expect this to be the case in the new organisation). Interviewers want to make sure you can hold your own in the business setting but they still want everything to remain professional. In your example talk about how, even though you were being professionally challenged, everything was still civil and a final decision was reached amicably.

Tell Me About A Time Someone Challenged Your Decision

Example answer 1

Sure, let me share an instance from my previous job as a project manager. We were working on a project that was running behind schedule due to some unforeseen complications. To get us back on track, I proposed working additional hours and redistributing certain tasks among the team to accelerate the pace.

However, one of my team members, an experienced senior developer, challenged my decision. He argued that merely extending work hours could lead to burnout and impact the quality of work, which I, of course, agreed with. However, the timeline we were working against forced us to consider some less than ideal options.

To handle this situation, I initiated an open discussion within the team, where everyone had the chance to express their opinions and suggest possible solutions. The senior developer presented a compelling case for implementing automation in certain areas of the project, which would minimize the manual labor and thus save time without necessarily extending work hours.

Although implementing automation required a significant upfront time investment, I recognized the long-term benefits and efficiency we could gain. I took his proposal seriously, ran the numbers, and indeed found it would benefit our timeline without exhausting the team.

So, I decided to reverse my initial decision, instead favoring the implementation of automation tools in specific areas of the project. In the end, this not only saved us time but also improved the overall efficiency of our workflow, leading to the successful and timely completion of the project.

This experience reinforced the importance of considering different perspectives and being open to feedback. It reminded me that leadership is not just about making decisions but also about creating an environment where everyone feels heard and valued.

Example answer 2

“Whenever I make a decision in work (or anywhere for that matter!) I ensure that I have looked at all the possible options and weighed the pros / cons accordingly to make sure my decision is the most effective one for the organisation as a whole.

That is why I enjoy when others question or challenge my decisions, as it allows me to hear differing opinions and improves my decision making abilities for the next time.

One such occasion occurred recently. I was put in charge of choosing a supplier for a part we needed on a new product range. We had taken proffers from 4 firms and it was my job to decide who to go with.

Using all of the information I could gather I made my choice, but before I rubberstamped my decision I invited some of the key stakeholders to a meeting to talk things over.

It was at this meeting that my preferred choice was challenged. The colleague raised good points in favour of one of the other suppliers, namely that we have used this supplier before so were already familiar with how they operated and would not need to create new relationships.

I agreed with my colleague and politely told them that I had considered that information when making my decision. I explained that the supplier I had chosen was cheaper than the supplier we have a relationship with. I also showed how this new supplier had recently hired a number of key personnel from our usual supplier meaning that we would be liaising with people we already had existing relationships with. Granted we would still need to create new accounts for the new supplier but for the cost savings I believed it was well worth it.

Once I mentioned this the colleague was immediately relieved, her main cause of concern was with dealing with new suppliers as our products were highly specialised and it often took a while for suppliers to get used to our requirements.

After the meeting I signed the contracts for the new supplier and we have received a number of shipments from them without incident.

Interview Question: Have You Ever Had To Manage A Difficult Employee? – Answer Tips

June 10, 2023 by Mike Jacobsen

Question forms part of

Civil Service Question Bank
The MOST Common Interview Questions

What the interviewer is looking for by asking this question

Leadership and people management isn’t always fun and games. Even if you have a great team working with you who get the job done quickly and professionally, you are always going to get a difficult employee come through every now and then. Previously good employees can become difficult due to outside factors.

If you are lucky you might not see many in your career, but you will definitely see some if you spend any length of time in management.

How you will deal with these difficult employees is what the interview wants to know when they ask this question.

The best way of knowing someone’s future behaviour is by studying their past behaviour.

The interviewer wants you to hear from you how you manage difficult employees. Are you quick to fire employees? Are you a pushover? Do you avoid confrontation or tackle it straight on? Do you try to hand off the issue to others?

These are all the things that the interviewer will be looking for when you answer this question.

The best approach to answering this question

This question is a “Have you ever had to” style question. For these questions the best way to answer is to:

– Always say YES
– Reframe the question into a ‘Tell me about a time’ question

All “Have you ever had to” questions should be answered positively. The interviewer wants to know if you have experience in what they are asking. They wouldn’t be asking the question if they didn’t want someone with that experience, so make sure you are prepared to answer Yes when this question pops up.

Once you have answered Yes, pivot the question into “Tell me about a time you had to manage a difficult employee”. For these style of questions you should always use the B-STAR technique. Let’s see how it can be applied to this question:

B – Belief – Talk about how your beliefs when it comes to people management. The best answers will talk about how you always strive to get the best out of the people who report into you and that you try to resolve any issues quickly when they arise. If someone is being difficult you take steps to understand the issue and quickly take steps to remove the underlying cause.

S – Situation – Set the scene for the interviewer. What was your role and what was the employees role? Talk about how the employee was being difficult. The best answers will have a clear good guy and a clear bad guy (obviously you will want to be the good guy). You don’t have a long time to set the scene so make the conflict really straight forward and easy to understand.

T – Task – What did you need to do? Talk about how it was your responsibility to resolve the issue with the employee in order for work to be completed unencumbered by drama.

A – Activity – What did you actually do? Briefly run through the steps you took. The best answers will talk about how you met with the employee to better understand the nature of the issue, how you took steps to resolve their issue and how you communicated this to both your employees and your management team.

R – Results – How did it all work out in the end? The best answers will revert back to how the issue had been resolved and team productivity was better as a result.

It would be best if your example had you providing support to the difficult employee and having them turn around their performance under your tutelage. However do not be afraid to talk about an example where you needed to let someone go due to either consistent poor performance or a bad attitude/work ethic. Just ensure you discuss how you tried to fix the issue first and only fired them as it was the only option.

How NOT to answer this question

Do not answer “No”. The interviewer is asking this question because they are looking for someone who has this experience (they wouldn’t ask the question if it wasn’t relevant to the position), answering “No” here is telling the interviewer that you do not have the experience necessary to lead this team.

Do not give an example where someone else plays a starring role. For example say if you were in charge of a number of managers and one of these managers had an issue with a team member which you provided guidance on. This is not a good example because the manager will be the one doing the action not you. All you did was give advice.

Do not come across as a pushover. Be understanding in your response to the employee but be firm that continued poor performance on their part will not be acceptable.

Do not come across overly strict. The opposite of above really. Don’t talk about how you will fire employees who don’t perform. It is expensive for firms to hire and train employees so the first option should always be to get the existing employee back on track and performing.

Have You Ever Had To Manage A Difficult Employee?

Example answer 1

Yes, there was an instance in my previous role as a project manager where I had to manage a difficult employee. This individual was highly skilled and experienced but often caused friction within the team due to his abrasive communication style. His behavior was causing tension and affecting the overall morale and productivity of the team.

Initially, I tried to resolve the issue informally. I gave him feedback about his behavior during our regular one-on-one meetings, explaining how his approach was impacting the team dynamics. I hoped that he would take the feedback on board and adjust his behavior accordingly.

However, when it became apparent that these informal discussions were not having the desired effect, I realized I needed to address the situation more formally. I documented specific instances of his problematic behavior and arranged a formal meeting with him. In this meeting, I clearly outlined the issues and the impact on the team, providing him with the documented instances as examples. I emphasized that while we valued his contributions in terms of skills and experience, it was crucial to maintain respectful and constructive communication within the team.

We then worked on a performance improvement plan together, which included actionable steps he could take to improve his communication style, such as attending a communication and interpersonal skills workshop. I also arranged regular check-ins to discuss his progress and any challenges he was facing.

Over the next few months, there was a significant improvement in his interactions with the team. He admitted that he had not been aware of the impact of his behavior and thanked me for handling the situation candidly yet empathetically.

The situation taught me the importance of addressing such issues promptly and not shying away from difficult conversations. It was a challenging experience, but ultimately it led to an improved team dynamic and more respectful communication among all team members.

Example answer 2

“Yes on a number of occasions. My style of management is such that I believe that if you ensure your employees have all of the required training and all the necessary resources at their disposal that you can take a step back and they will flourish on their own. I do not believe in overly micromanaging my team. I have an open door policy and I have regular catchups with my team members and I trust that they will get the job done.

By and large this works pretty well in my current role. However you do sometimes get the occasional team member who requires more supervision than others.

One such person was new to my team and soon after their training and introductory period finished their productivity dropped week by week. At the start the colleague seemed to be at the same level as some of the more experienced members of the team but over time his output dropped until he was comfortably the worst performer all around.

I spent the next week or so monitoring this colleague more closely to understand where any issues were arising. I noticed that he was spending large amounts of time being unproductive and not completing tasks.

I raised this with him during our weekly one-on-one and he admitted how he didn’t feel much motivation to complete more work and found it difficult stay focused when there seemed to just be more work to come.

I took a few actions on the back of this meeting, all of which I cleared with my management team ahead of time.

I put the colleague on an action plan that monitored his output on a daily and weekly basis. This would be reviewed by myself along with the colleague and with our director. It was stressed to the colleague that if there were no changes after a month that we would be terminating his position with the company.

Also as a show of transparency and in an attempt at motivation by target setting we started releasing productivity reports for the whole team so they know how each team member is performing.

The action plan proved to be the motivator that was required for the ‘difficult employee’ as soon after we started the action plans his output was nearing the top of the team charts. The team productivity reports also became a big success and saw improvements across the whole team. Senior management were pleased and have taken the action to talk about a bonus structure to go along with the performance reports which is still in the pipeline.”

Interview Question: What new skills do you hope to learn over the next 6 months? – Answer Tips

June 10, 2023 by Mike Jacobsen

Question forms part of

Civil Service Question Bank
The MOST Common Interview Questions

What the interviewer is looking for by asking this question

Developing Self and Others is one of the key behaviours that the UK Civil Service looks for when recruiting staff. Even if you are not going in for a Civil Service position this is still a question that might arise.

The interviewer is looking to see if you are interested in personal development and this idea of continuous improvement. If we are not looking to improve as individuals and as an organisation then sooner or later someone will come along and take our place.

That is why the interviewer wants to know what you are planning on learning in the next 6 months. They want to see whether you will help with their plans to improve and evolve as an organisation.

The interviewer is also looking to see if you can provide an unbiased assessment of your current abilities. This question gives you the opportunity to talk about your current skill level and areas in which you wish to strengthen.

The best approach to answering this question

The interviewer is looking to see if you value personal improvement as it relates to professional development. Let’s make sure we answer that.

This isn’t a question that is suited to a direct application of the B-STAR technique. What you want to do instead is modify the technique a bit like so:

B – Belief – As we discussed above you want to start your answer off by discussing how you feel continuous learning is vital for individuals and organisations to grow. Say how you always feel there is more to learn and are always looking for ways to better yourself and your work.

S / T – Situation / Task – Move on to talking about what you feel is important for you to learn in the next 6 months. This should be directly lifted from what you know to be important to the company and to the role you are looking to move into. For example if a particular process or methodology is used by your potential new employer talk about how you wish to learn more about it and become an advanced user (be careful that you show that you have the required knowledge but you want to learn more as it will aid you in your role).

A – Activity – Talk about how you intend to complete this learning. Are there qualifications available that you could take. This could also be a good segue into asking the employer what training they offer within the organisation (or circle back to this point at the end when it is time for your questions).

R – Results – Round out your answer by discussing how you think learning this new skill will create better results for you and your organisation.

How NOT to answer this question

Do not lie. There will more than likely be follow-up questions so you need to ensure you are actually interested in learning this new skill otherwise your answers to the follow-up questions will sound empty and fake.
Do not oversell yourself. Don’t portray yourself as an intermediate looking to progress to advanced or expert skill level when you are actually a beginner looking to advance to intermediate. As discussed above there is going to be follow-up questions and you will look foolish when you struggle to answer intermediate level questions
Do not say that you don’t need to learn any new skills. This just reeks of overconfidence and will not endear you to the interviewer.
Do not talk about non-work skills as the main part of your answer. The interviewer is looking to see how you perform at work today and how you will perform at work in 6 months time. Is the company making a smart investment by hiring you? Going on for 5 minutes about how you are learning the trombone is unlikely to help the interviewer answer this question (outside of some trombone specific roles I suppose). On the other hand do not be afraid to slip in some new extra-curricular skills that you are learning, it will show that you do mean it when you say you always seek to learn new things, just don’t make it the core of your answer.

What new skills do you hope to learn over the next 6 months?

Example answer 1

Over the next six months, I have targeted three specific areas to develop new skills in, all of which I believe will significantly benefit my performance in this role.

Firstly, I aim to improve my data analytics abilities. In the era of Big Data, the ability to parse, analyze, and draw meaningful insights from large volumes of data has become increasingly important, irrespective of the industry or role. I have a fundamental understanding of data analysis, but I would like to take it to the next level by learning advanced techniques. I plan to do this by enrolling in an online course and spending some time each week to study and practice.

Secondly, I hope to learn more about project management methodologies, specifically Agile and Scrum. Even though my role might not be strictly in project management, understanding these methodologies can help me work more efficiently in a team, streamline processes, and respond to changes more effectively. I aim to acquire a certification in Agile and Scrum over the next few months.

Lastly, I am planning to work on improving my public speaking and presentation skills. While I’m comfortable presenting to small groups, I recognize that being able to communicate effectively to larger audiences can be a powerful tool in sharing ideas and influencing decision-making. I plan to join a local Toastmasters club to work on this.

Example answer 2

“I am always looking to learn new things. I believe that once we stop learning we stop growing, both as individuals and as a business. Sooner or later someone will come along and overtake us. That’s why I always keep my ear to ground, as it were, and make sure I am always up to date with all the latest advancements in my area.

Within the change and project space I can see the shift to Agile methodologies growing even further and reaching into industries and firms that would previous move at glacial speed using Waterfall projects. My previous role at a Top 4 Bank showed me that even in a traditionally cautious moving firm they were slowly adopting to more agile mindsets, that is where I was working when I studied for, and attained, my PRINCE2 Agile qualification.

For me in the next 6 months I wish to expand my knowledge further from this qualification and undertake learning for the Certified Scrum Product Owner qualification. While I have been a Product Owner in my previous role I believe formal training will allow me to further develop my understanding of the role.

I think by learning more about the Product Owner position I will be able to further enhance this organisation’s release strategy and hopefully open up further progression opportunities for myself within the firm when the time comes (assuming I get the role of course!).

After Product Owner I think I will want to get further acquainted with Programme and Portfolio management skills, but let’s just take it 6 months at a time for now.

Interview Question: Conflict Within The Team – Answer Tips

June 10, 2023 by Mike Jacobsen

Tell me about a time when there was a conflict within the team you were working on, how did you handle the conflict in order to get the job done?

Question forms part of

Civil Service Question Bank
The MOST Common Interview Questions & Answers

What the interviewer is looking for by asking this question

The first thing to note here is that by asking this question the interviewer is not implying that their organisation is constantly fraught with conflict and arguments among colleagues. But don’t discount that it might be!

All workplaces will have some kind of internal conflict. What is good for one department’s targets may not be good for another department. Budgets are finite so there will always be disagreements with how that budget is spent.

Even on a smaller level, there can be disagreements within teams. On a project level there may be multiple competing proposals that each have their own benefits and drawbacks.

How you handle these conflicts is what the interviewer wants to know. Do you listen to other people’s thoughts and opinions and come together for a mutually beneficial approach? Or do you bulldoze over everyone and try to get your way at every opportunity? (Hint – tell the interviewer you do the former not the latter!)

The best approach to answering this question

This is a ‘tell me about a time’ question. The best approach to these type of questions is always to use the B-STAR technique.

Let’s see how you use this method for this question:

B – Belief – Start the question with what you believe is the best way to handle conflicts. A good answer will talk about how you try to resolve issues before they escalate enough to become a “conflict”, however as that is not always possible talk about how you practice empathy so that you can understand where the other party is coming from and how you try and approach the situation with tact to ensure everyone leaves happy

S – Situation – Pick a situation that is easy to describe, you don’t want to get bogged down in scene setting. The best answers will be simply, ‘there were 2 options I wanted one and another colleague wanted another’. This is straightforward enough that everyone will be able to relate.

T – Task – What was your role in this conflict? Briefly talk about what you were doing prior to the conflict arising and what you had been tasked to do to resolve it (or tasked yourself to do to resolve it).

A – Activity – What steps did you take to resolve the conflict? It’s best here to talk about how you did research into your ‘opponents’ position so that you could better understand where they were coming from. Then talk about how you formed a new proposal that met in the middle of both of your stances. Finally mention how you approached the other party and talked things through.

R – Result – Tell the interviewer that everything was resolved amicably and both parties were happy with the alternative solution.

How NOT to answer this question

“I have never been involved in a workplace conflict. I get along with everyone I work with”

Don’t answer like this. Unless you are incredibly inexperienced the interviewer is not going to believe that you have never had a conflict in work. If you give this answer you will leave the impression that you are either completely oblivious to other people (that’s one way to avoid conflict I suppose) or that you are a complete pushover and you never conflict with anyone because you let people do what they want.

If you are struggling to find a time you were involved in a conflict remember that a conflict doesn’t require a fist-fight over the meeting desk to count. A conflict can be a simple disagreement.

“…I knew that I was right so I pushed hard for my idea to be approved, I didn’t need to look at their idea to know it wasn’t the correct solution”

Having belief in your work and your ideas is one thing, but do not completely dismiss others. There is nobody in the world that is above learning new things and without even entertaining other ideas shows the interviewer that you are not a team player and that you are overconfident to the point of being a detriment to the organisation

Tell me about a time when there was a conflict within your team

Example Answer 1

Absolutely, I can recall a particular instance when I was working as a team lead at a digital marketing firm. We were assigned to create a comprehensive marketing strategy for a new client, and there was a significant disagreement within our team about the approach we should take. Some members favored a more aggressive strategy with a heavy focus on social media, while others advocated for a balanced approach with equal emphasis on all digital platforms.

The disagreement started as a minor difference of opinion, but as the deadline approached, it escalated to the point where it was impeding our productivity and progress. As the team lead, it was my responsibility to ensure that the work environment remained conducive to productive discussion and collaboration, and I recognized that I needed to step in and mediate the situation.

Firstly, I organized a team meeting to allow everyone to openly discuss their viewpoints. I made sure that each person was given a chance to express their ideas and concerns without interruption, fostering an environment of respect and understanding. It was important to me that every team member felt heard and valued, and I believe this helped to defuse some of the tension.

Next, I guided the conversation towards the shared goal we all had – to create an effective marketing strategy that would meet the client’s needs. I emphasized the strengths of both proposed strategies and suggested that perhaps a hybrid approach could incorporate the best of both worlds.

I then facilitated a collaborative decision-making process, where we outlined a new strategy, incorporating elements from both the initial proposals. We assigned roles and responsibilities based on each team member’s expertise, ensuring everyone felt involved and valued.

This resolution allowed us to move forward as a united team and meet our deadline. The end result was a comprehensive and effective marketing strategy that was praised by the client. It was a challenging situation, but it taught me a valuable lesson about the importance of effective communication, respect for diverse opinions, and flexible problem-solving in managing team conflict.

Example answer 2

“Honestly, I hate conflict. I suppose everyone does really now I think about it. But because I hate conflict I always try to keep one step ahead of it by being aware of those around me and what they are working on and what their targets are, this way I have been able to resolve many issues before they even come up.

Obviously that is not possible all of the time, one such occasion was when our departmental budget was cut at the very last minute causing quite the stir with all of the management.

I was tasked with revising our costs based on the new allocation we would receive. This meant that certain areas would need to reduce (or eliminate) their funding. The conflict started almost immediately as each manager wanted to keep his or her own allocation and were convinced that their area was special and needed the full allocation as previously sought.

The first thing I did was meet with each manager individually to understand exactly what the impacts of cutting their budget would be, and ask them if they knew of any area that could be cut without impacting our operational effectiveness.

Once I collated all of the feedback I found that there were a number of items that could be cut that a majority of the management team were in agreement on.

My final budget proposal was to remove these non-essential items and for each area to absorb the remaining cuts equally according to size.

Obviously no-one was happy with receiving less funding but everyone was content with how the decision process had played out and there was no more inter-departmental squabbling about who should get what, so overall a positive result out of a negative situation.”

Interview Question: How do you ensure that you have considered all stakeholder needs when undertaking a new initiative? – Answer Tips

June 10, 2023 by Mike Jacobsen

Question forms part of

Civil Service Question Bank

What the interviewer is looking for by asking this question

Stakeholder management is an important part of working in an organisation. ‘Seeing the big picture’ is what the Civil Service calls it. It means that not only are you interested in how you perform in your role and function but that you are aware of how your work impacts others within the organisation, and the organisation itself.

The interviewer is looking to see a few things:

Do you appreciate the importance of stakeholder input in your work?
Are you capable of assessing who is a stakeholder and who is not?
How do you approach stakeholders to get their input?
What is your communication strategy for keeping stakeholders ‘in the loop’?

This is a pretty standard question particularly in project based positions. Stakeholder management is a key project management skill and you should be well versed in how to answer this question as the interviewer will be expecting strong knowledge in this area.

The best approach to answering this question

This is a technical based question so you don’t need to provide an answer with an example from your experience, however if you are able to including examples in your answer this will definitely be a plus. We can’t use the standard B-STAR technique here but we can take some parts of it to form our answer.

If you are interviewing for a project position it is crucial during your answer that you discuss completing a RACI Matrix, or equivalent. If you are unfamiliar with this term then get familiar quick.

B – Belief – Start your answer stating how you believe stakeholder input is crucial to the smooth operation of a workstream or project. Talk about how you need to know how your work impacts others in order to get the maximum benefits for the organisation.

T – Task – Briefly state what your role usually is. Ideally you will talk about how Stakeholder analysis and management is your role and you oversee and ensure it is performed correctly.

A – Activity – Talk about what steps you take to ensure stakeholder needs are met. Try not to sound like you’re reading straight from a textbook but talk about how you usually; gather a list of relevant stakeholders (and stakeholder advocates), complete a RACI matrix to define responsibilities and finally how you create and maintain a communication strategy document.

R – Results – Wrap up your answer by saying when you follow the steps above you have never had a stakeholder complain about their needs not being met.

How NOT to answer this question

Don’t answer a different question than what is being asked – In my experience applicants have a tendency to go off-road with this question. There is a popular related question “How do you deal with difficult stakeholders”, people tend to answer that question instead of the one that was actually asked of them. Ensure your answers stick to what is being asked and that is about meeting stakeholder needs

Don’t just give one example – As mentioned earlier this is not a ‘Tell me about a time’ question. The interviewer is looking to see your process for meeting stakeholders needs. It’s fine to talk about a specific example but make sure you really hammer home to the interviewer that this is how you operate all of the time.

Don’t say you don’t do that or don’t have experience in that area – You would think this would be obvious but the amount of applicants I have seen give answers like “I don’t need to check on stakeholders in my role we just tell them what has changed” or “I have no experience dealing with stakeholders”. Stakeholders are important to projects and workstreams as they provide alternative viewpoints, you may not value their importance but the interview sure does that is why they are asking the question.

How do you ensure that you have considered all stakeholder needs when undertaking a new initiative?

Example answer 1

In my role as a Project Manager, ensuring that all stakeholder needs are considered when undertaking a new initiative is fundamental. It involves a structured and systematic approach to stakeholder management.

First and foremost, it starts with identifying who the stakeholders are. This includes anyone who has an interest in the initiative or will be affected by its outcomes. It could be team members, managers, customers, suppliers, or even regulatory bodies.

Once I have a list of stakeholders, I then proceed with stakeholder analysis. This involves understanding their interests, influence, expectations, and potential impact on the project. I categorize them based on their power and interest in the project. This step is crucial as it allows me to identify whose needs should be prioritized and who needs more engagement.

Next, I engage in open and transparent communication with all stakeholders. I set up one-on-one meetings, group meetings, or written communications, depending on what’s most effective for each stakeholder. The goal is to understand their needs, concerns, and expectations from their perspective. I find that open-ended questions and active listening are particularly useful during these interactions.

Once I’ve gathered this information, I translate their needs into project requirements and ensure they are incorporated into the project plan. I also try to align their needs with the project objectives, and if there are any conflicts, I negotiate or seek a compromise that would satisfy all parties.

Throughout the project, I continually engage with stakeholders to update them about the project status and any changes that might affect them. This ongoing communication allows me to proactively manage their expectations and adapt to any changes in their needs.

Finally, I make it a point to seek feedback post-project completion. This gives me insights into what worked well and where improvements can be made in stakeholder management for future initiatives.

Example answer 2

“I think getting input from stakeholders is crucial when undertaking any new initiatives. As a project manager I am often asked to lead projects in areas that I have no experience, and even if I am leading a project where I know the subject matter well it is always good to get a diverse range of thoughts on the project and its deliverables. After all ‘you don’t know what you don’t know’.

That’s why whenever I start a new project I complete a full stakeholder analysis. This begins with a deep dive session to identify everyone that will be impacted by the project, both during delivery and with the end result.

The next step is to produce a key stakeholder list. For example in a recent project I managed we had deduced that the finance department would be stakeholders, but it would have been irresponsible to include every member of the department in our communications so we consulted with the Finance Chief and assigned one key stakeholder for the department (and one backup). We did the same or similar for all the stakeholders previously identified. If we came to a stakeholder group that we couldn’t feasibly include then we assigned an advocate. In the same project our PMO analyst would act as a representative for the customer (as she actually was a customer!).

Once I have finalised this list of key stakeholders I formalise everything by creating a RACI matrix and a communication strategy. This way we have all of the stakeholders listed, their responsibilities toward the project and how/when they will be contacted with updates. This is approved by each stakeholder.

Overall when these steps have been followed correctly I have never had a complaint from a stakeholder to say that they felt their needs were not being met.

Interview Question: Tell Me About A Time When You Went Above And Beyond For A Customer – Answer Tips

June 10, 2023 by Mike Jacobsen

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Civil Service Question Bank
The MOST Common Interview Questions

What the interviewer is looking for by asking this question

If you are going for a customer service based role this is a question you need to have a go-to answer for. It is extremely common.

When asking this question the interviewer doesn’t really care about the example you give (of course you should still make it a good example). No, the interviewer is looking to see if going above and beyond is something that you do regularly or if your example was just a one off. Do you drive to constantly exceed your customer’s expectations or are you happy to provide what is needed and no more?

So while the question itself is about a specific interaction you had with a customer, what the interviewer is looking for is insights into your work ethic, what type of attitude you bring to your role and how committed you are to customer service.

If you can portray all of this in your answer then you will be well on your way.

The best approach to answering this question

As this is a ‘tell me about a time’ question the best way of answering will be by using the B-STAR technique. Let’s see how that would work, later on in the post we will look at a real life example:

B – Belief – As we discussed in the above section, the example you give is not as important as showing that you regularly go above and beyond in your role. Open your answer talking about how you believe that you should always give every task your all and how it is your experience that a happy customer is a repeat customer which is why you always aim to leave each customer pleased with your transaction or interaction.

S – Situation – Now we move into the specific example. Set the scene a little by talking about where you were working and in what function. It is always best to try and tailor the example to the role you are going for. So if you are applying for a telephony role try to give a time when you above and beyond for a telephony customer, etc.

T – Task – What happened that made you go ‘above and beyond’, and what was your role in exceeding this customer’s expectations?

A – Activity – Briefly discuss the actions you took. If there is any doubt make sure to explain here how these actions could be deemed above and beyond as opposed to just the normal functions expected of you as part of your role.

R – Results – What was the outcome of your actions? Definitely talk here about how the customer was over the moon with your actions and as a result left with a higher opinion of your organisation (if possible talk about how they became a repeat customer)

How NOT to answer this question

Do not describe an ordinary interaction with a customer. If you did not go above and beyond in your example then do not use it. Similarly if you were just following your job’s usual processes do not use that example.
Do not talk about how you went above and beyond by doing something unethical or illegal. This includes bending or breaking corporate policy. While the outcome may have been beneficial to the customer your interviewer will not look favorably on applicants who admit to breaking policy and in fact boast about it in interviews.
Do not talk about how your manager or colleague made you go above and beyond. All this does is show that you follow instruction (if the interviewer is interested in your instruction following abilities there are other more direct questions they will ask). To properly excel in this question the drive to exceed expectations needs to come from yourself. You can talk about how you enlisted the help of other people if it makes sense to your example but ensure that any efforts were your own idea and were primarily your doing.
Finally, do not sell yourself short. An interview is a time to showcase your achievements, make sure you tell the interviewer exactly what you did and how well you did it.

Tell Me About A Time When You Went Above And Beyond For A Customer

Example Answer 1

Certainly. I believe that going above and beyond for customers is key to not only their satisfaction but also to the overall success of the company. One particular instance comes to mind from my time working as a travel agent.

A few years back, I had a customer who was scheduled to travel to Japan with his family. Unfortunately, a few days before their scheduled departure, a major typhoon hit the region where they planned to stay. The customer was obviously worried and wanted to cancel the trip, but the cancellation penalties from the airlines and hotels were significant.

Understanding their concerns, I first assured them that their safety was our top priority and that I would explore all possible avenues to minimize the financial burden. I started by reaching out to our airline and hotel partners to explain the situation. It took numerous calls and emails, a lot of persuasion, and patience. I advocated for my client, emphasizing the unusual circumstances and requesting for leniency in the cancellation policies.

Eventually, I managed to get the airlines to waive their cancellation fees and the hotels agreed to offer a full refund. Simultaneously, I also researched alternative destinations for the family to consider and managed to rebook their holiday to Australia, ensuring they still had a memorable vacation.

When I informed the client about these arrangements, they were not only relieved but also incredibly grateful. They appreciated the extra effort taken to alleviate their concerns, save their hard-earned money and arrange an alternative vacation at such short notice.

This experience was a strong testament to the impact that a customer-focused approach can have, and it further cemented my commitment to providing exceptional customer service.

Example answer 2

“I was always taught, as a child, that if a job is worth doing it is worth doing well, and I fully believe that still today, as an adult. I also believe that if you exceed a customer’s expectations by going above and beyond then that customer is many more times likely to revisit your business again down the line.

This is a philosophy I have taken with me to all my previous roles and will take with me to any future roles.

One time I remember going above and beyond was when I was working the Front Desk at my previous employer. Our hotel had a restaurant attached that was popular with guests and non-guests alike.

We had a customer at the restaurant try to book a same night stay at our hotel. Unfortunately for this customer though this was a busy weekend for the hotel and we were fully booked.

Upon learning that the customer was from way out of town and was quite stuck I took it upon myself to call around the other hotels in the area and find him a last minute room. It took about 20 minutes but I managed to find him a place not too far away and ordered him a taxi.

I have seen this customer numerous times since and he has told me that every time he stays in the city for work he now uses our hotel because of how much I helped him out that night.

Because I went above and beyond our hotel managed to turn someone from a restaurant customer to a frequent stayer.”

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