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6/6/2010 Competencies, Key Behaviors

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�Ask an Expert Section II- ������� Competencies, Key Behaviors
�Performance & Sample Questions
�Time and �����������������������������������
Achievement Oriented
��������� Analytical Ability
�Web Resources
��������� Communications Skills (Oral & Written)
��������� Creativity
On-Line Documents
Regulations ��������� Decision Making Skills
�Employee ��������� Diversity Orientation
��������� Flexibility
Handbooks ��������� Initiative
�Job ��������� Interpersonal Skills
��������� Job Motivation
Documents ��������� Judgment
��������� Leadership
��������� Management Skills
Recruitment and
�Recruiters ��������� Persuasiveness
Search ��������� Planning and Organizing Skills
�Personnel ��������� Presentation Skills
��������� Problem-Solving Skills
�HR Job
Opportunity Pages ��������� Team Building/Team Work
�On-Line Career ��������� Time Management
�Job Analysis
and Descriptions
�Selection Competencies, Key Behaviors
and Job-Related Questions
�Vendors/ Job competencies are the skills and personal characteristics that an individual
� Below is a list of
should possess in order to be successful in a position.�
�Implementation commonly identified competencies for which we have created examples of key
� On the pages that follow you will find questions that address specific
� We hope they will be helpful to you as you begin the process of
� Employee
developing your interview questions.
� Labor Relations, _________________________________________________________________________
�Unemployment Competencies
�Workers Comp _________________________________________________________________________
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Workers Comp Competencies, Key Behaviors
�State HR Labor
Resources � Achievement Orientation � Job Motivation

� Analytical Ability � Judgment

Services � Communication Skills (Oral & � Leadership
�Salary Surveys
�Software Written)
� Persuasiveness
�Variable Pay � Creativity

� Decision Making � Planning and Organizing Skills

�Regulations � Diversity Orientation � Presentation Skills
�Consultants � Flexibility � Presentation Skills

� Initiative � Problem Solving Skills

Training and
� Resources
� Consultants � Interpersonal Skills � Team Building/Team Work
� Registry of

� Time Management
� Software
� Accessories /
� Org Change
You should feel free to create your own competencies, key behaviors and questions
that apply to your specific recruiting needs.� In addition you�ll want to identify the
job-specific skills needed, i.e., PC experience, ability to travel, etc.
Law / Legal
�Courts and
Court Cases Achievement Oriented
�Litigation and _________________________________________________________________________
�Artibration and Identifies and accomplishes challenging objectives or personal goals.
�Age Key Behaviors Questions to Ask
�Affirmative � Establishes challenging short- � Tell me about the
�Legal and long-term goals. accomplishment you are most
proud of and why.
�Laws, Statutes,
Regulations � Takes initiative, persists at tasks � What risks were you willing to
�FMLA and pursues completion of take to achieve goals you set for
�Government objectives. yourself?
�Disability � Takes reasonable risks. � Describe your future goals and
�Drug and � Overcomes obstacles and
the steps you plan on taking to
reach these goals.
�ADA resistance to change.
�Termination and � � Explain a project you undertook
Websites Engages in healthy competition.
o your own initiative that made a
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6/6/2010 Competencies, Key Behaviors
major impact on your
Safety department.
�OSHA Additional Key Behaviors Additional Questions to Ask
�EAP Programs
Education Programs
�Industrial and
Labor Relations
�Executive MBA
�Industrial /

I/O Psychology
�Industrial / Analytical Ability
Psych _________________________________________________________________________

Reviews & analyzes a wide variety of information and recommends a specific

course of action.

Key Behaviors Questions to Ask

� Grasps new concepts, approaches � Tell me about a time you were
and systems. asked to evaluate a situation and
recommend a new approach.� �
� Examines & interprets a wide What factors did you take into
variety of data/information and consideration when analyzing the
makes recommendations or data?

� Defines parameters of task and � Give me an example of a

desired objectives. potential work problem that you
anticipated and resolved.�� What
� Develops results-oriented are some of the measures you
conclusions. took to prevent the situation from
becoming a problem in the

� Anticipates problems, � How do you stay attuned to new

opportunities and needs of the trends in your area of expertise?
organization and the constituent.

� Organizes ideas and information

in unique ways.

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6/6/2010 Competencies, Key Behaviors

Additional Key Behaviors Additional Questions to Ask

Communication Skill (Oral & Written)


Takes the initiative to communicate accurate, up-to-date plans and information to

subordinates, peers, and management.� � Expresses thoughts clearly, both verbally
� Listens and understands the views of others.
and in writing.�

Key Behaviors Questions to Ask

� Writes in a concise and organized � When communicating with
manner. others, do you generally write
them a memo, call them, or talk to
� Writes results clearly & them in person?
� Tell me about a time when
� Appears knowledgeable & someone returned one of your
confident in communicating reports or memos because they
information. didn�� t understand it.�
� What
did you do?

� Shares information with others to � What courses have you taken in

help them perform their jobs & communication, business writing,
seeks information from others. effective speaking, etc.?

� Is sensitive to the communication � Describe a time when your

levels required by different ability to listen helped you
audiences. communicate better.

� Listens actively & speaks clearly � This job requires you to spend a
and directly. large amount of time writing.��
How would your supervisor
� Conducts effective meetings. describe your writing skills?

Additional Key Behaviors Additional Questions to Ask

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6/6/2010 Competencies, Key Behaviors


Develops new ideas and unique and novel solutions to problems.

Key Behaviors Questions to Ask

� Challenges current procedures to � Give me an example of a unique
develop other alternatives. and novel solution you had for a
recent problem you encountered
in your work.

� Seeks ways to improve all � Tell me about a time when you

aspects of the job. were creative and explored new
ways of thinking.

� Brainstorms to develop � Describe a time when you broke

suggestions and new ideas. away from the regimented way of
thinking and developed a
creative solution.
� Develops several approaches or
solutions to a problem.

Additional Key Behaviors Additional Questions to Ask

Decision-Making Skills

Makes decisions while exhibiting judgment and a realistic understanding of

issues; ability to use reason, even when dealing with emotional topics.

Key Behaviors Questions to Ask

� Identifies purpose and � What technique do you use in
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6/6/2010 Competencies, Key Behaviors
objectives. making decisions?

� Gathers and analyzes data and � Describe, in detail, a situation in

develops rationale for decision. which you used your training and
experience in making a decision
� As appropriate, involves that required sound judgment.
subordinates and others in
making decisions.

� Considers alternatives and � What is the most difficult

assesses their impact and business decision you have had
potential problems. to make?

� Implements decision and � Tell me about a time when you

evaluates results. involved others in the decision-
making process.

� � In you prior job, what decision

did you ponder the longest
before making?� � Why was it

Additional Key Behaviors Additional Questions to Ask

Diversity Orientation

Recognizes and values the benefits in the diversity of people, ideas and
� Encourages differences as a way to enhance group productivity.

Key Behaviors Questions to Ask

� Treats each person in the � How do you value the
department as an individual with differences that employees bring
individual needs and issues. to the job?

� Maintains and enhances the self- � What benefits have you seen in
esteem of others. the changing demographics in
your work environment?
� Understands and responds to
� needs and priorities.
others� � How have you adapted your
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6/6/2010 � needs and
others� Competencies,
priorities.Key Behaviors How have you adapted your
behavior to the changing
� Values differences among team workforce?

� Promotes equal treatment while � Give me an example of how you

refusing to tolerate workforce manage the members of your
bias or racism. staff differently but equitably.

� Gives equal time to all staff

within department.

Additional Key Behaviors Additional Questions to Ask


� Willing to
Recognizes and responds to unanticipated events and requirements.�
do what is necessary to get the desired results.

Key Behaviors Questions to Ask

� Copes successfully with � Describe a time in your current
unexpected events. job when you boss assigned you
a rush project even though you
� Handles several projects had other important priorities at
simultaneously. � How did you feel and
the time.�
what was your response?

� Adapts own behavioral and � Explain a situation where you

communication style to gain adapted your behavior and
cooperation of managers, co- communication style to gain
workers, peers, customers or cooperation on a team project.
� Tell me about a time when you
� Adapts well to, and supports, were able to adapt to a difficult-
change. to-deal-with employee.

� Brings simplicity and order out

of complexity and chaos.
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6/6/2010 Competencies,
of complexity and chaos. Key Behaviors

Additional Key Behaviors Additional Questions to Ask


Actively seeks opportunities to make a contribution rather than passively

accepting situations.�� Takes action to achieve goals beyond what is necessarily
called for; originates action.

Key Behaviors Questions to Ask

� Actively seeks solutions to � Tell me about a project you
problems before being asked or generated on your own & what
directed. prompted you to initiate it.

� Give me an example of how you

� Questions the way a process is made a change in a work-related
done and suggests changes. procedure or process, why you
made the change & the results.

� Tell me about some new ideas

� Initiates self-development and suggestions you have made
efforts. to your supervisor in your current
� Which were accepted and

� Seeks additional job � What do you do differently than

responsibilities to assume. other employees in your current

� Looks for new ways to contribute � What have you done to add
to the business. value in your department?

Additional Key Behaviors Additional Questions to Ask

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6/6/2010 Competencies, Key Behaviors

Interpersonal Skills

Establishes productive, cooperative relationships with subordinates, peers and

management.� � Understands and responds to others� � needs and priorities.�

Resolves conflict in positive ways.

Key Behaviors Questions to Ask

� Resolves conflict in positive � Give me an example of a time
ways. when you encountered conflict
� Tell
with another department.�
� Gives and seeks feedback that me how you resolved it.
will increase the productivity of
� Describe a difficult employee
� Deals with the diverse behavior relations issue you were involved
of others in groups in order to with and how you managed it.
increase the group��s
� Tell me about a situation where
� Maintains and enhances the self- you had to demonstrate empathy
esteem of others. or sympathy to someone.

� Explain a time when you were

� Recognizes strengths and sensitive to the diversity of a team
limitations of self and others. or group you were working with
and how you affected the
productivity of that group.

Additional Key Behaviors Additional Questions to Ask

Job Motivation

� Has
Maintains a high level of interest and enthusiasm for job responsibilities.�
demonstrated record of being� � a self-starter and self-motivated.
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6/6/2010 Competencies, Key Behaviors

Key Behaviors Questions to Ask

� Takes pride and derives � Give me an example of when
� s job.
satisfaction in one� you felt the greatest sense of

� Assumes ownership for getting � All jobs have their frustrations &
the job done. problems.� � Describe an example
of specific job conditions, tasks or
� Enthusiastic about taking on assignments that have been
challenging projects. dissatisfying to you.�� What did
you do?

� Goal oriented; concerned with � What gave you the greatest

achievement & doing better. feeling of achievement in your
job at _________________?

� Makes plans and follows � What makes a job interesting to

through. you?

� What � turns off�� your

motivation in a job?

Additional Key Behaviors Additional Questions to Ask


Weighs alternative courses of action and makes decisions that reflect factual
information and are based on rational and logical assumptions that take
organizational resources into consideration.

Key Behaviors Questions to Ask

� Describe a decision you recently
� Makes sound decisions by made and identify the process
considering alternatives. �
that led you to that decision.�
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6/6/2010 �
Competencies, Key Behaviors that led you to that decision.�
considering alternatives.
What were some of the sources

you used to reach that decision?�
What were some of the issues you
took into consideration?

� Considers impact in other areas � Give me an example of a good

of the organization. decision you made in the last six
months.� � What were the
� Why was it a good

� Weighs alternatives and selects � What was the toughest decision

practical solutions. you had to make in your current
� Tell me about it.

� Give me an example of a time

� Reviews decision to see if it when you had to ask your
satisfies long-range plans. manager for assistance on a
project or situation.

Additional Key Behaviors Additional Questions to Ask


Uses appropriate interpersonal styles and methods to guide individuals or groups

toward achieving results.

Key Behaviors Questions to Ask

� Develops and communicates a � Describe a situation in which you
vision of challenging goals, had to gain cooperation of others
growth and progress. outside of your organization
where you had no direct
� Motivates others to work � What were the
together toward common challenges and how did you
objectives. overcome them?

� Successfully gains cooperation in � Have you ever developed a

situations where the person has mission statement for your
no direct authority. department?� � How did you go
about it?

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6/6/2010 Competencies, Key Behaviors

� Works effectively in cross- � Describe the role you usually

functional groups. take in a task team situation.

� Takes on a leadership role in

school, work and/or community.

Additional Key Behaviors Additional Questions to Ask

Management Skills

Motivates, trains, and develops a diverse workforce and provides an environment

conducive to achievement and growth.

Key Behaviors Questions to Ask

� Delegates effectively and � How would your staff describe
acknowledges accomplishments. you as a manager?� � What would

they say are your strengths?�
� Responds positively to Opportunities for improvement?
innovative ideas and suggestions
from subordinates. � How would you describe
yourself as a manager?

� Resolves personnel problems � Describe a personnel problem

quickly and effectively. � How did you
you had recently.�
handle it and what was the
� Communicates plans and outcome?
information to staff in a timely &
thorough manner. � How do you communicate
organizational changes and other
� Promotes teamwork and relevant information to your
cooperation within the staff?
� What methods do you use to
� Meets budget responsibilities. accomplish the projects that add
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6/6/2010 Competencies, Key Behaviors accomplish the projects that add
Meets budget responsibilities.
value to your department?
� Provides constructive, ongoing
feedback. � Give me an example of a
performance issue in your
� Balances concerns for results, department and how you
deadlines, tasks, and people. managed it.

Additional Key Behaviors Additional Questions to Ask


Utilizes appropriate interpersonal styles and methods to gain agreement or

acceptance of an idea, plan, activity or product.

Key Behaviors Questions to Ask

� Gains approval of a plan or idea � When convincing others of your
by focusing on the benefits of the ideas, what skills or personal
proposal to the audience. abilities do you use?

� Persuades people from various � Describe a situation where your

levels, positions or backgrounds enthusiasm persuaded a person(s)
by using a variety of to your point of view.
interpersonal techniques and
approaches. � Tell me about one of your
toughest � sales�
� experiences
� Improvises, thinks quickly on and the steps you took to gain
his/her feet. acceptance.

� Sells ideas despite resistance. � Give me an example of a

situation when you were
unsuccessful in selling your idea
to the � customer�� and changed
your approach to gain support.

Additional Key Behaviors Additional Questions to Ask

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Planning and Organizing Skills


Establishes a course of action for self or others to accomplish a specific goal.

Key Behaviors Questions to Ask

� Develops plans to achieve � How do you ensure you meet
objectives. your objectives?

� Identifies resources needed to � Give me an example of a project

accomplish objectives. you were given and how you
accomplished it.
� Resolves conflicting priorities
and accomplishes work on time. � How do you prioritize your
daily, weekly, etc.
� Utilizes a � to do�
� list, calendar, responsibilities?
or some type of planning tool.
� Give me an example of when
� Maintains a balance and you had conflicting priorities and
awareness of status of all projects. how you completed them on
� Anticipates obstacles and ways to
overcome them. � Tell me about a time when you
used your organizing and
� Develops short-and long-range scheduling skills to create a
plans. productive work environment.

� What kinds of project planning

and administration to you enjoy
in your current job?

Additional Key Behaviors Additional Questions to Ask

Presentation Skills

Expresses oneself in a clear, concise manner during individual or group situations.

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6/6/2010 Competencies, Key Behaviors

Key Behaviors Questions to Ask

� Presents in a confident and � Describe your presentation style.
enthusiastic manner when
addressing people in a large or � What steps do you take before
small group. making a presentation?�� How
do you prepare?

� Demonstrates a sound � What has been one of your most

knowledge of the subject matter. � Why?
successful presentations?�

� Delivers information in a clear, � To

� How often do you present?�
concise, and logical manner. whom?

� Gains acknowledgment of � Describe a presentation where

audience and is able to you had to persuade an audience
understand the communication on an idea, service or change.
level required.
� Tell me about a time when you
� Effectively uses various audio- had to present information
visual media to enhance outside of the scope of your
presentations. responsibilities.

� Tell me about a time when a

presentation did not go well and
what you did to � rescue�� it.

Additional Key Behaviors Additional Questions to Ask

Problem Solving Skills


Identifies and defines problems through the gathering of relevant information

leading to the development of alternative solutions.

Key Behaviors Questions to Ask

� Identifies the existence and cause � Do you use any particular
of a problem �
problem-solving techniques?�
Please explain.

� Brainstorms potential solutions. � Describe a problem you solved

where you used your
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6/6/2010 Competencies, Key Behaviors where you used your
� Identifies conditions that investigative skills to get to the
solutions must meet. heart of the problem.

� Evaluates alternative courses of � Give me an example of a

action. problem you dealt with that
� Explain why,
frustrated you.�
� Identifies key people involved in and what you did about it.
evaluating solutions to the
problem. � How much autonomy do you
have in the problem-solving
� Implements solutions and � When does your
evaluates results. manager get involved?

� Describe a problem you

identified and explain how you
obtained agreement & support
from key individuals as you
developed solutions.

Additional Key Behaviors Additional Questions to Ask

Team Building/Team Work


Promotes cooperation within the department and in interactions with other

� Values differences among team members and can manage work
groups with diverse influences.

Key Behaviors Questions to Ask

� Promotes open participation and � What sets you work group or
communication within department apart from others in
department and throughout the your organization?
� Tell me about a task force or
� Shares pertinent information project team that you were a
with all members of the team. member of and the role you
played in that group.
� Adapts to other people��s
behavior style in order to achieve � Give me an example of a difficult
the desired goals of the team. situation with another
department that you need to
� Provides opportunities for work with regularly and how you
subordinates to participate in resolved it.
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6/6/2010 Competencies, Key Behaviors resolved it.
project teams, task forces, etc., for
development purposes.

� Promotes a team spirit within

and outside department; partners
with other groups.

Additional Key Behaviors Additional Questions to Ask

Time Management

Manages a variety of responsibilities in a timely, efficient manner.

Key Behaviors Questions to Ask

� Effectively prepares and uses a � What methods or techniques do
daily � to do�� list. you use to help manage your

� Allocates time to planning, � Describe how you manage to

thinking and mapping out tasks. maintain balance between
accomplishing projects and
� Assigns priorities to tasks. attending meetings.

� Controls time spent in attending � How do you handle

meetings. interruptions to ensure that you
complete your projects on time?
� Controls interruptions.
� Describe a time when you had
several projects to complete and
how you prioritized your

� In your present position what

limits your ability to manage your
time?�� How do you work with
these limitations?

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6/6/2010 Competencies, Key Behaviors

Additional Key Behaviors Additional Questions to Ask

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