Welcome! We’re so glad you’re here. If you’ve found yourself preparing for a Civil Service interview and need a little guidance on how to tackle the behavior of Changing & Improving at the HEO (Higher Executive Officer) level, you’re in the right place. This post is designed to help you understand what this behavior means, how it’s assessed in interviews, and how to prepare your responses using the B-STAR method to really stand out. We’ve even included a sample answer and broken down why it works.
Let’s dive in!
Contents
What is Changing & Improving?
Changing & Improving is about finding ways to continuously improve processes, services, and ways of working. It involves thinking creatively, embracing change, and encouraging others to do the same. At the HEO level, this behavior requires you to be a proactive leader, always looking for more efficient ways to deliver results, while ensuring that your team adapts to change smoothly.
At lower levels (e.g., AO or EO), Changing & Improving might focus more on personal adaptability and suggesting improvements. However, at the HEO level, you’re expected to take a more strategic role. You’ll need to manage change, lead teams through transformations, and work across departments to ensure that improvements are sustainable and impactful.
Common Interview Questions for Changing & Improving
- Can you describe a time when you introduced a new way of working to your team?
- Tell me about a time you identified an inefficiency in a process. What did you do to improve it?
- Have you ever led a project where significant changes were required? How did you manage this?
- How do you ensure continuous improvement in your area of responsibility?
- Describe a time when you faced resistance to a change. How did you overcome it?
- See more…
How to Answer Using the B-STAR Method
To structure your answers, we recommend using the B-STAR method, which stands for Belief, Situation, Task, Action, and Result. This approach will help you provide clear, impactful answers.
Here’s a breakdown:
- Belief: Start by explaining what you believe about changing and improving. What’s your personal approach or philosophy regarding change?
- Situation: Briefly describe the context. What was happening at the time?
- Task: Explain what your role or responsibility was in that situation.
- Action: Detail the specific steps you took to improve or implement the change.
- Result: Share the outcome. Did things improve? How did you measure success?
Sample B-STAR Answer
Question: Can you describe a time when you introduced a new way of working to your team?
Answer:
Belief: I strongly believe that staying adaptable and encouraging innovation are essential for improving team performance.
Situation: In my previous role, we were using a very manual process for managing our data, which took up a lot of time and left room for errors. The workload was increasing, and the inefficiency was starting to impact our ability to meet deadlines.
Task: As a team lead, it was my responsibility to find a way to streamline the process without overwhelming the team with change.
Action: I researched and introduced an automated data management tool. I worked closely with IT to customize the system to our needs, provided training sessions for the team, and made sure everyone was comfortable with the new software. I also set up a feedback loop to make adjustments as needed.
Result: The new system reduced data errors by 20%, and the team reported a 30% improvement in efficiency, allowing us to handle a higher volume of work without increasing stress levels.
Note: Your answer should be more detailed, but if you’d like to see more example answers, check out our Civil Service guide.
Why This Answer Works
🚀 Belief: Starting with your belief shows your personal investment in changing and improving. It demonstrates you have a positive mindset towards change, setting the tone for your answer.
🎯 Situation: Describing the situation in a concise, relatable way helps the interviewer understand the context. It also makes your answer more grounded.
🧠 Task: Explaining your specific role in the task shows you’re not just a bystander but someone actively involved in making things better.
🛠️ Action: Providing details of the steps you took highlights your problem-solving skills and how you handle change. This shows leadership and initiative, both crucial at the HEO level.
🏆 Result: Quantifying the outcome with percentages and concrete improvements makes your answer more compelling. It shows that you don’t just implement changes—you deliver measurable success.
Common Mistakes to Avoid
- Being too vague: Specificity is key. If you can’t back up your story with details, your answer will lack credibility.
- Skipping the belief step: Starting with what you believe sets the stage for a strong answer and shows the personal values you bring to the role.
- Ignoring the result: The result is what ties everything together. If you can’t demonstrate that your actions led to improvement, your answer will fall flat.
- Overloading with jargon: Keep your language simple and accessible. Avoid sounding robotic or rehearsed.
- Focusing only on individual contributions: At the HEO level, it’s important to demonstrate leadership and collaboration. Make sure you highlight how you worked with others to achieve results.
Key Takeaways
- Changing & Improving at the HEO level requires leadership, proactive thinking, and a strategic approach to implementing change.
- Use the B-STAR method to structure your answers, and make sure to highlight your belief in the importance of continuous improvement.
- Avoid common mistakes like being vague or missing the opportunity to show measurable results.
Good luck with your interview preparation!
