Welcome to our guide on Communicating & Influencing for the HEO role level! We’re excited to help you prepare for your Civil Service interview by focusing on this key behavior. Whether you’re familiar with the interview process or just starting, this post will give you practical tips, insight into the behavior, and examples to boost your confidence.
Ready to dive in? Let’s explore how to ace your interview with the B-STAR method and show your best self in action!
Contents
What is Communicating & Influencing?
Communicating & Influencing is about more than just talking and persuading. It’s the skill of conveying information clearly and engagingly, understanding the needs of others, and influencing opinions to achieve positive outcomes. This behavior is crucial at the Higher Executive Officer (HEO) level because you’ll often have to work with various stakeholders, manage teams, and ensure that messages are clear and solutions are agreed upon.
At the HEO level, you’re expected to handle more complex communication challenges compared to entry-level roles. You’ll need to tailor your approach depending on who you’re speaking to, whether it’s junior staff or senior leaders. You’ll also need to influence others with diplomacy and tact to ensure successful outcomes. This differs from higher roles like SEO or G7, where the focus shifts to more strategic communication and influencing large-scale organizational decisions.
Common Interview Questions for Communicating & Influencing
- Can you give an example of when you had to communicate a difficult message?
- Describe a time when you influenced a stakeholder to change their mind.
- How do you ensure your message is understood by diverse audiences?
- Tell us about a situation where you had to adapt your communication style.
- See more…
How to Answer with the B-STAR Method
To answer interview questions effectively, we recommend using the B-STAR method:
B – Belief: Start by outlining your belief or thought process. What motivated your actions? S – Situation: Describe the context or challenge you faced. T – Task: Explain what needed to be done to address the situation. A – Action: Detail the specific actions you took to handle the situation. R – Result: Share the outcome of your actions. What did you achieve? What changed?
Step-by-Step: How to Use B-STAR
- Belief: Begin by explaining your core belief or principle in the situation. This helps interviewers understand your approach.
- Situation: Briefly outline the scenario—who was involved, where it took place, and why it was challenging.
- Task: What did you need to accomplish in this situation?
- Action: Share the specific actions you took. Be clear about your role.
- Result: Finish by sharing what happened as a result of your actions, focusing on positive outcomes.
Sample B-STAR Answer
Question: Can you give an example of when you had to communicate a difficult message?
Answer:
Belief: I believe that clear and honest communication is essential, especially when delivering difficult messages.
Situation: In my previous role, we had to inform a key client that their project would be delayed due to unforeseen challenges. The client had strict deadlines, and I knew this news would cause frustration.
Task: My task was to communicate the delay in a way that maintained trust and offered a constructive solution.
Action: I scheduled a meeting with the client and took responsibility for the delay. I explained the reasons behind it and presented a revised timeline. I also suggested additional resources we could allocate to catch up on time. Throughout, I remained calm and empathetic to their concerns.
Result: The client appreciated my transparency and accepted the revised timeline. We were able to meet the new deadline with their continued trust.
Why This Answer Works
✨ Belief: The candidate starts by sharing a core belief (clear, honest communication) which gives insight into their thought process.
🗣️ Situation: The situation is outlined clearly, helping the interviewer understand the challenge without unnecessary detail.
✅ Task: The task shows what needed to be achieved: maintaining client trust while delivering bad news.
🚀 Action: Specific actions taken by the candidate show initiative and ownership. The focus on empathy and responsibility stands out.
🏆 Result: The result demonstrates success, with a positive outcome that highlights the candidate’s effectiveness in a difficult situation.
Common Mistakes to Avoid
- Rambling: Keep your answers clear and to the point. Don’t dive into unnecessary details.
- Lack of Structure: Avoid jumping between points. Use the B-STAR method to structure your answers.
- Focusing Only on Results: Remember to explain your actions, not just the outcomes.
- Being too vague: Specific examples are key. Avoid general statements about your communication skills.
- Forgetting the “Belief”: Don’t skip your thought process! It gives depth to your answer.
Key Takeaways
- Communicating & Influencing is critical at the HEO level, where you’ll often communicate complex information and influence various stakeholders.
- The B-STAR method is your go-to tool for answering interview questions with clarity and impact.
- Prepare thoroughly with examples of how you have communicated effectively and influenced outcomes in past roles.
- Avoid common mistakes such as lack of structure or vague answers, and always start with your belief to provide context for your actions.
We hope this guide helps you feel confident and prepared for your interview!
