像明星一样闪耀:行为面试中不可错过的方法

Do you wish you had a nickel for every time you heard a question start with “Tell me about a time you…” during an interview? If that question sounds familiar, it’s because that is a common way to ask a 行为面试问题.

Behavioral interview questions try to get at the heart of just that, your behavior. Employers want to know what you would do in different situations based on your past behavior. 你的简历会让他们了解你的成就, but your answer to the behavioral question will tell them how you got there and what they might expect from you in a day-to-day role.

Behavioral questions vary widely in how they are asked but usually cover a specific range of overall topics. 这些主题包括:

• 领导
• 团队合作
• 解决冲突
• 克服逆境
• 处理失败/错误
• 灵活性
• 创造力
• 超越自我
• 困难的选择
• 优先级
• 客户服务

明星的方法

The goal of effectively answering behavioral questions is to answer what you have done, 你不会这么做的. 雇主会从你过去的经历中寻找具体的例子, so a great way to prepare is to start thinking about specific examples that fall into these categories. You likely have experienced all of these scenarios at one level or another, 即使感觉上不像. 例如, 如果你被问及领导力，但没有担任过管理职位, you likely still led a team project or took the lead on an initiative within the workplace. By thinking through these topics in advance, you will be well-prepared for it during an interview.

既然你知道了什么是行为问题，你该如何回答呢? 回答这些问题的一个好方法是 STAR method. STAR 代表:

• 情况
• Task
• Action 
• Result

对于这个例子, let’s imagine you are interviewing for the role of a healthcare administrative lead. 你被问到如何提供出色的客户服务. 作为病人服务代表, you have the perfect answer when you receive a call from an upset patient. 以下是如何设置它的方法.

情况

在 情况，你是在为所发生的事情设定场景.

“在医院的账单部工作的时候, I received a call from a patient who received an unexpected bill from their insurance. 病人很不高兴，要求马上解决.”

Task

For the Task, you want to explain your responsibility in the situation and how your role related.

“作为一名病人服务代表, my responsibility was to help resolve patient concerns or connect them to the right department. While I frequently received billing questions, the hospital did have a separate billing department.”

Action

For the Action，你要解释在这种情况下你具体做了什么.

“我做的第一件事就是倾听病人和他们的担忧. I asked clarifying questions where appropriate to ensure I was fully understanding the issue and also demonstrating I was paying close attention. The patient made it clear they did not want to be transferred to anyone and were tired of waiting on the phone. I let them know I understood their frustration and apologized for what they went through. 我解释说我不在帐单部, but I would personally follow up with the billing department and call them back once I had more information. I then took the situation to a billing team member to help find a solution.”

Result

The Result 是什么把整个故事联系在一起的. You need to drive home what you accomplished in that situation as that shows the employer how you would be able to get results. Whenever possible, include numbers that can give the employer a tangible result as well (for example, this led to an increase in sales of $XX, or processing time was cut down by X%).

在与账单代表交谈时, 我告诉他们病人是来做年度眼科检查的. 病人说虽然他们有视力保险, 他们收到了医疗保险公司的账单, 哪个是独立的公司. The billing representative confirmed this and said it was because the file showed the ophthalmologist had made a new diagnosis which resulted in a medical claim and not a vision claim. The billing representative followed up with the ophthalmologist who confirmed that a new diagnosis was not given and therefore the visit should have been sent to the vision insurance as a yearly check-up. We were able to contact the insurer and resubmit the claim to turn the patient’s $600 bill into a $0 yearly eye inspection that was covered by insurance. 当病人被告知, 他们非常感谢我, 我让他们知道这是我和我的团队合作, 医疗帐单员, 他们的医生.”

回答这些问题可能会让人感觉很困难, but 行为面试问题s do have one easy thing going for them — they only require honesty and clear communication of situations you’ve already been in. 面试可能会让人不知所措. While practice is important, sounding too over-rehearsed can be off-putting. By planning with specific examples that apply to common behavioral interview topics, the STAR method allows you to give a natural and flowing response that highlights your achievements. 不要在雇主的记忆中消失——做一颗闪亮的超新星!