Idea Transcript
Interview Preparation Guide
Index Introduction ................................................................................... 3 Interviews ...................................................................................... 4 Overview of the City's Interview Process .............................. 4 Researching Prior to the Interview ........................................ 6 PAR Stories / Example.......................................................... 8 Matching Experience to Needs ............................................. 9 Interview QUESTION and ANSWER Practice Chart .......... 10 Types of Interview Questions .............................................. 11 Sample Interview Questions by Level ................................. 14 Points to Remember ........................................................... 21
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Interview Preparation Guide
Introduction This booklet contains information on how to prepare for City of Toronto job interviews.
While some of the following information can be applied to any job search, most of the suggestions in this booklet refer to the process at the City of Toronto.
We hope that you will find this information useful in preparing for job competitions.
Good luck!
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Interview Preparation Guide
Interviews at the City of Toronto Background In designing its hiring interview procedure, the City has made an effort to ensure equity and fairness. The following are some things you should know about the interview: An interview panel, usually including the hiring manager, conducts interviews. All candidates competing for the same position are asked exactly the same questions. Questions are prepared ahead of time by the panel and a certain number of marks are assigned to each question. The panel scores candidate responses on that basis. Panel members are to remain as neutral as possible. All questions are related to job qualifications or requirements.
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Interview Preparation Guide
What to Expect in the Interview Your interview with the City could be quite different from job interviews that you have had previously. It will not be like a conversation going back and forth between you and the panel, but will consist of you providing answers to open-ended questions. The panel members will be writing notes during much of the time that you are speaking. This may feel uncomfortable at first because you will be unable to make the kind of eye contact that is normally part of a conversation. You can take a second to jot down your thoughts before responding to the question. A pen and paper are usually provided. Be proactive and take responsibility for giving the most thorough answers possible as you are scored on your responses to interview questions. It will be up to you to provide all the information you feel is required. The panel will not clarify questions for you, however, they will repeat a question if you ask them to do so. If you are unclear about the meaning of a question, you should do your best to figure it out and answer what you think is being asked.
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Interview Preparation Guide
Do Some Research It is a good idea to conduct some research before you go for your interview. The more you know about the division and the issues it is facing, the more effective you will be in convincing the panel that you are the most qualified candidate. Review the essential qualifications and other information in the Job Posting Find out as much as possible about the position, the organization, the plans and values of the division. You can check out the internet, relevant bylaws, and organizational charts
Prepare, Prepare, Prepare Candidates who are successful in landing positions are often the ones who have worked hard to prepare for their interviews. The fact that your answers are scored on the basis of whether you have covered the points which the panel has agreed are important, make this process very much like an oral test. The best way to ensure success in an interview of this kind is to be prepared. If you were going to take a test in a school subject next week, you would probably look over the materials that had been covered, and try to predict what questions would be on the test. The teacher might very well have given you an outline of key points to cover. In this case, the Job Posting is your study guide. The Key Qualifications and Major Responsibilities will provide the basis for the questions you will be asked.
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Interview Preparation Guide
Behavioural Based Interviewing and Par Stories Staffing consultants and recruiters, both inside and outside the City, often use behaviour-based interviewing. Studies have shown that the best way to predict future behaviour is to look at past behaviour. This means that you must be prepared to offer examples of your work experience which highlight your skills in the areas needed for the position for which you are applying. One of the best ways to prepare these samples or scenarios is in the form of PAR stories.
Structure of PAR Stories
P
– Outline a problem or situation (1-2 sentences), and how it relates to the question that was asked.
A
– Describe the actions you took to deal with the problem or situation (the heart of the story – your thought process is displayed – your attitude, knowledge, judgement, logic, etc. are showcased).
R
–
The result – positive outcome (1-2 sentences). Try to quantify
the outcome using percentages, numbers, etc.
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Interview Preparation Guide
PAR Story Example You are currently an administrative assistant to a manager, applying for a position as an administrative assistant to a director, and you want to create a PAR story to showcase your initiative. You might set your story up as follows:
P (Problem) Because I was concerned about how to help staff adjust to our new internal procedures, I spoke to my manager and suggested that we try to develop a creative way to catch their attention when introducing procedural changes. She gave me the "go ahead” to try to come up with something.
A (Action)
so……. I consulted with a few key staff members to get some input from them about what might catch their eye. I checked with other administrative assistants to see how they dealt with this challenge. then I combined all these ideas with a few of my own, and came up with a proposal for my manager. I suggested that we use a little humour in our approach, and call each notification of a procedural change a “change advisory”, and use some of the same language that might be used in a weather advisory. I also created a cartoon-like character – a chameleon - to use as a symbol for change. We could “paint” the chameleon in a different bright colour and feature it on all of our material announcing another procedural change. I suggested that we have a unit contest to name the character. After my discussions with staff, I realized that they were much more willing to change the way they did things if they were fully aware of the reasons for the change. I suggested that we make sure to include this information when introducing a new procedure.
R (Results) My manager agreed to implement all of these ideas and even donated the prize for the best chameleon name. The unit is still having fun with the idea and there has been tremendous cooperation from staff whenever a new procedure has had to be incorporated. Page | 8
Interview Preparation Guide
Matching Your Experience to Their Needs For many candidates, the interview is the most challenging part of the competition process at the City. Taking the time to do some pre-interview preparation is highly recommended. This is not the time to “wing it.” One of the best ways to prepare for your interview at the City is to clarify exactly how you meet the Key Qualifications on the Job Posting. Creating a chart like the one below may help you. Key Qualification
Your Experience
Specific Example
Write the key qualification or key words from it in this column. You may wish to break a long qualification into smaller, more manageable
In this column, include anything that relates to the qualification including: Years of experience Education Special equipment used Number of people you have supervised Courses/seminars
A precise example that illustrates how you meet the qualification.
Here is an example. Key Qualification Ability to work as a member of a multidisciplinary team
Experience Worked as a member of 4 multidisciplinary teams Completed 2 courses in team building Occasionally act as team leader in my section
Specific Example Worked on the Nutrition on the Street program for youth at risk with three (3) community agencies. Provided expertise on nutritional guidelines. Learned to listen to opinions of all involved.
Preparing a chart can help the employee feel more confident and relaxed. A chart can help you: Be fully aware of the City’s job requirements Understand how your skills and experience meet the City’s requirements Have examples ready to discuss during your interview
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Interview Preparation Guide
Interview QUESTION and ANSWER Practice Chart #
Key
Behaviours that
Qualification
Create practice
ANSWER practice
Develop PAR Stories to
demonstrate this QUESTIONS. Include
questions. Include your
illustrate your
qualification.
behavioural, factual
experience, skills, abilities,
accomplishments.
and scenario
knowledge, education and
questions.
training. Problem or situation Actions you took Results you achieved
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Interview Preparation Guide
Anticipating Interview Questions When most people think of an interview, they are most concerned about the questions they will be asked. Although you can’t be sure of exactly what questions will be included, it is possible to have some idea. Once again, it is important to focus on the Key Qualifications.
Types of Questions Interviewers typically use a variety of types of questions: General Situational Behavioural Factual Working Style
General Questions Use these questions to steer interviewers towards your qualifications, skills and experience. What are your skills and experience for this job? How have your skills and experience prepared you for this opportunity? Why are you applying for this position at this time? What experience do you have in this type of work? Try to give specific, concrete answers to all questions, rather than making general statements. If asked, “What skills would you bring to this job?” Don’t say “I have good administrative skills.” Remember the City’s needs that were stated on the Job Posting. A better answer would be: “I can type 50 words per minute. I like computers and have experience using Microsoft Office. I can do alpha and numeric filing. I also have experience with a variety of business machines and equipment such as fax, photocopier, and multi-line phones. I am organized and get along well with staff at all levels.”
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Interview Preparation Guide
Situational Questions Usually situational questions deal with typical situations that you might find on the job. Often they are specific to the nature of the work required. Think of what the interviewer is really asking, identify the important issues and then respond. If a co-worker came to you with a complaint about another co-worker, what would you do? How would you respond? Your supervisor gives you a rush assignment, plus you are expected to handle incoming phone calls and public enquiries at the counter. How would you handle this situation? You are asked to make a presentation to the Board about new changes in technology. How would you prepare for this assignment? For example, in response to the first question, you might say: “I would first ask if the co-worker had talked with the other co-worker about the problem. If not, I would advise him/her to do so. If he/she had talked to the co-worker and had not been able to resolve the situation, I might offer suggestions on how to go about it. If I thought it was appropriate and would help the situation, I might offer to problem-solve with the two of them. Lastly, if the person continued to complain, without taking appropriate action, I would ask him/her not to talk to me about it further until they had discussed it with the co-worker or in a serious situation, talked it over with the supervisor.”
Behavioural Questions A behavioural question is used to gather information about specific skills required on the job. Your response helps provide a clear picture of your thought processes, and of how you have handled like situations in the past. Questions may focus on conflict resolution, problem solving, judgement, communication, interpersonal skills and policies and procedures. In an interview you might be asked, “How well do you work independently?’ The same information may be obtained by a behavioural question, e.g., “Tell me about a time when you had to make a decision, but didn’t have all the information you needed.” In either case you could use an example to illustrate your ability to use your own judgement. Tell me about a time when you had a problem with a co-worker. Tell the panel about a time when you handled an important matter without the assistance of a senior manager. Tell me about a time when you had to use your written communication skills in order to get an important point across. Give me an example of a time when you used good judgement and logic in solving a problem. When responding to behavioural questions, remember to use the PAR technique (See page 7). This will help guide you through the answer and stay focused.
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Interview Preparation Guide
Factual Factual questions are knowledge-based questions designed to reveal how much you know about a job related subject area such as the Building Code, the Health and Safety Act or the Streets Bylaw. Your answers reflect how much you know and how thoroughly you have prepared for the interview. These questions are usually specific to the types of knowledge you would be expected to know on the job. What is the correct procedure for…(e.g. responding to a heart attack victim, handling a human rights complaint; etc.)? What does the building code say about…? What is the legal procedure for…? What do you know about this program/policy/department, etc? What computer program would you use to create a spreadsheet document, and how would you do it?
Working Style Through these types of questions, the panel is trying to determine whether your working style fits that of the section or unit. Ideally a good match (for both you and the employer) is when your style is similar to what the unit wants and needs. Therefore, research the job ahead of time to determine if the work environment, management style, and philosophy correspond with yours. In the interview, point out how you can meet their needs. In what type of environment do you work most effectively (e.g. structured or unstructured)? How do you cope with pressure? Do you enjoy working on your own or as part of a team? How do you go about making a major decision?
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Interview Preparation Guide
City of Toronto
Sample Interview Questions ADMINISTRATIVE 1. Tell us how your past experience has prepared you to meet the demands of this position. 2. Tell us about a time when you had to deal with a hostile member of the public or irate customer. 3. Describe several attributes you could observe with an employee demonstrating excellent customer service. 4. Tell us about a situation that demonstrates your ability to work co-operatively in a team environment. 5. How do you develop and maintain productive working relationships with peers and management? 6. What strategies do you find most helpful in building solid working relationships with community groups and agencies? 7. Tell us about a time when you resolved a conflict in the workplace. What did you do and why did it have a positive outcome? 8. How do you decide if a matter is confidential and how would you handle a situation such as receiving a call from a City Councillor’s Office asking you to share confidential information? 9. Give us several techniques you use to maintain confidentiality? 10. How do you meet strict deadlines in a multitask environment? Please give us an example. 11. This position requires the ability to maintain accuracy and organization – often under stressful circumstances. What methods have you used in the past to meet this requirement? 12. How do you stay organized at work? 13. Give us an example of a difficult problem at work that you have solved. Include your understanding of the causes of the problem, the actions that you took and why, and the results that you achieved.
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Interview Preparation Guide
14. How do you decide when to go ahead and take action on your own and when to consult with your supervisor or manager or consultant first? 15. Give an example of when you have taken initiative at work. 16. Describe a situation that you handled in the past that was politically sensitive in nature. (or describe a situation when you exercised diplomacy and discretion.) 17. How do you stay informed about important issues at the City of Toronto?
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Interview Preparation Guide
City of Toronto
Sample Interview Questions MANUAL LABOURER/TECHNICIAN 1.
Tell the interview panel what skills and experience you would bring to this position.
2.
Tell the panel about a time when you had to solve a difficult problem at work.
3.
Tell the panel how you would deal with a member of the public who was asking you questions about your job, when you really needed to get finished and move on to your next work site.
4.
Tell the panel about a time when you had to deal with a difficult co-worker.
5.
How would you keep up to date in the methods, practices and equipment used in this position?
6.
Tell the panel what experience you have in operating hand and power tools and/or machinery.
7.
What are your responsibilities as a worker under the Occupational Health and Safety Act?
8.
What steps would you take to ensure that you and your co-workers completed your work in a safe manner?
9.
How would you maintain a clean and safe work area?
10. If one of your co-workers injured him/herself on the job right beside you, what steps would you take?
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Interview Preparation Guide
City of Toronto
Sample Interview Questions PROFESSIONAL 1.
How has your background prepared you to move into this role?
2.
Describe how you implemented a new program where you encountered resistance from threatened stakeholders.
3.
Tell us about a time when you had to work with a group of strong-minded individuals.
4.
Describe a situation that clearly illustrates your commitment to a team.
5.
What strategies do you employ in building effective working relationships?
6.
Tell the panel about a time when you successfully maintained your professionalism under trying circumstances.
7.
Tell the interviewers about a fulfilling mentoring relationship you have experienced, either as the mentor, or as the mentee.
8.
Tell us about a project that you managed from start to finish.
9.
Tell us about a work experience that illustrates your consulting skills.
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Interview Preparation Guide
City of Toronto
Sample Interview Questions SUPERVISORY 1.
How do you foresee meeting the challenge of responding to client needs while at the same time developing the efficiency and professionalism of your staff?
2.
Tell us about a time when you were involved in resolving a politically sensitive issue.
3.
Describe for us the process by which you make decisions and give us a recent example.
4.
A year from now, what criteria would you use to evaluate your success in this position?
5.
How have you demonstrated leadership?
6.
What are your responsibilities as a supervisor under the Occupational Health and Safety Act?
7.
Describe a situation when you responded to worker concerns under the Health and Safety Act?
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Interview Preparation Guide
City of Toronto
Sample Interview Questions MANAGEMENT 1.
Tell us about a situation that illustrates your ability to build strong working relationships with your peers.
2.
Describe your handling of a sensitive labour relations issue.
3.
You have been told that your budget must be reduced by 10% in the next budget year. How would you go about determining where to cut?
4.
After much thought, you have determined that key processes and procedures within your unit must be changed in order to respond to changing needs. How would you proceed?
5.
Tell us about a time when you motivated an employee to improve his or her performance.
6.
What do you foresee as the major challenges that you would face in this position and how has your past experience prepared you to meet them?
7.
What factors might limit your success or effectiveness in this position?
8.
What are your responsibilities as a manager under the Occupational Health and Safety Act?
9.
Describe a proactive health and safety initiative you have taken in the past.
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Interview Preparation Guide
City of Toronto
Sample Interview Questions SENIOR MANAGEMENT 1.
Describe your leadership style and how it has contributed to your success.
2.
What is your vision for this Division (or program, service, etc.)? Name three priorities that you would focus on to achieve this vision.
3.
Tell us about a time when you led a cross-functional team to address and resolve an important organizational issue.
4.
You have been charged with the responsibility of moving a work unit from a downtown location to a suburban location, relocating 40 staff. What steps would you take?
5.
How would you develop a viable strategic plan for your Division?
6.
Tell us about a time when you were required to resolve an employee performance issue.
7.
Describe the challenges that you expect to face in this position.
8.
Tell us about a major initiative that you shepherded from start to finish.
9.
What approaches have you found most effective in creating a highly productive team?
10.
What are your responsibilities as a director under the Occupational Health and Safety Act?
11.
Describe a proactive health and safety strategy that you have led in the past.
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Interview Preparation Guide
Points to remember about the interview… Don’t assume that everyone on the panel has read your résumé. Give the panel a sufficient amount of relevant information about yourself, and be prepared to illustrate why you are qualified to do the job. Study the entire Job Posting carefully, paying particular attention to the Key Qualifications. Plan your PAR stories ahead of time. Remember to give thorough answers. You achieve points based on what you say in the interview (not on what is in your résumé). If you do not state it, the interviewers cannot mark it. Do not ask questions about money or benefits. Wait until you are offered the position. Thank the panel for the interview.
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