The importance of being a “STAR” in an interview.
Many super-qualified people have missed out on landing great
jobs because they weren’t prepared for the STAR method of interviewing.
STAR is an acronym for Situation, Task, Action, and Response/Result, a format for behavioural interviewing that is the standard across many industries, including many government organisations across Australia.
What is the STAR method, and what can I do to ensure that I am doing the right things to make sure I can land that next great role?
It is a form of behavioural interviewing that asks
interviewees to provide an example of their relevant experience, laying out
each area in sequence as below.
Situation – Laying the situation example – The situation provides context to the situation/specific example
Task – What was the goal to be achieved, and what tasks did you complete
Action – The actions you took to reach those goals or overcome the situation
Result – What was the result of those actions
It breaks down your experience in an easily digestible way,
that will quickly showcase your relevant experience for the role.
The key to the STAR method is
ensuring examples provided are specific to the interviewees actions and outline
specifically their actions that they took and the outcome of their specific
actions. It is important when responding the interviewee does not generalise
group actions, the hiring manager is looking for specific actions taken by the interviewee.
Preparation is Paramount
One of the major reasons why people fail in interviews is
when they don’t have responses ready. It is impossible to predict all the
possible questions, but some common questions get asked across many industries.
Some Common STAR Examples are:
- Tell
me about a time that you dealt with conflict at work. - Give
me an example of when you provided exceptional customer service. - Tell
me about a situation when you had to adjust to change quickly. - Describe
a work situation that was stressful and how you handled it. - Tell
me about a time you disagreed with a leader and how this disagreement was
settled. - Give
a specific example of a time when you solved a problem in the workplace. - Describe
when you received constructive feedback and how you took it on board. - Tell
me about a time when you set a goal and were able to meet or achieve it. - Describe
a time you have had to negotiate with a contractor/supplier. - Give
me an example of how you solved a complex problem at work. - Describe
a time when you made a mistake and how you handled it. - Tell
me about a time a customer was unhappy and how you resolved the situation. - Give
me a specific example of a time when you had to conform to a policy with which
you disagreed - Tell
me about a situation when you successfully worked with a colleague who might
not have personally liked you (or vice versa). - Describe
a time you had to go above and beyond your regular duties to get a job done.
Example Response
To get you started, here is an example of how you could respond
well. This is a guide; you must draw on your own experiences to provide
answers.
Question – Give me an example of a time when you
provided exceptional customer service.
Situation
I was working with a customer on the telephone struggling
to place an order online due to their disability.
Task
It was my job to reassure the customer, explain the
available products, and talk them through the purchasing process.
Action
The company policy was to spend two minutes with each
customer. However, because of the situation, it was necessary to take longer to
service the client’s needs.
I started by asking the customer several questions to
establish their needs. I then explained the available products I felt would be
suitable and the different pricing options for each. Finally, I walked the
customer through the online ordering process and reassured her every step of
the way.
Response/Result
Even though the call took longer than expectations, it
was essential to assist this customer to ensure they could complete the sale
successfully. This not only made the client happy but also created a customer
for life.
This example not only demonstrates strong customer care and
empathy, but also shows an understanding of the importance of long-term
customer retention.
Practice
If you feel comfortable in an interview situation, try
practising with family or friends. Get used to the answers you will give, so it
feels natural.
Other Helpful Hints
Ensure you use positive language, even when addressing
difficult situations, or reasons for leaving roles
Check the company website and thoroughly understand the
company, background and values.
When you discuss previous positions, speak respectfully about
the company and staff and be honest about your past experiences.
Finish the interview positively, thank the interviewer for
their time and express your interest in the role.
Shine Bright Like a STAR!
The STAR method can leave a positive and enduring impression
on the interviewer. Illustrating your skills in an in-depth and meaningful way
helps paint a picture of how well you can do the job and may lead to your next
excellent job offer!
If you are interested in a new role, HOBAN works with a vast
number of employers across Australia, so please get in touch with your local
office. https://www.hoban.com.au/contact-us/
