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174 COMPETENCY-BASED QUESTIONS AND ANSWERS

Situation: As a contract writer, I prepare three hundred contracts a

month, with little or no interaction with customers. Almost all the information
I receive comes from the sales representatives.

Action: When I write the official contracts, I have to take into account

the legal aspects as well as any notes the sales representatives have given me.

Result: Since the contracts I write are known to be accurate, every

salesperson requests that I work on his or her accounts.

Question 198. Recall a time when a team member criticized your work

in front of others. How did you respond?

Situation: During a meeting, I inadvertently submitted the first draft of

a report, which was missing a crucial final portion of the proposal. A col-
league, Paul, pushed the report into the middle of the table, and in a snarky
tone, told me it was incomplete. It was evident that the others present were
uncomfortable by his approach, as the room went silent.

Action: I looked through the report and noticed my mistake. With calm

demeanor, I excused myself to make copies of the final report.

Result: When I returned the meeting was under way. Without inter-

rupting, I passed out the new report. After my presentation was complete,
Paul praised the hard work I had put into it. I suspect that if I had responded
negatively, or defensively, to his remark, the meeting would have turned even
more uncomfortable. There are times when we have to decide not to react
and to let things slide, for the benefit of all involved.

Question 199. Describe a time when you were praised for your listen-

ing skills.

Situation: As a benefits administrator, employees routinely approach

me to ask questions about their life insurance. One time, an employee’s spouse
had passed away; she came into my office distraught, asking me to call the life
insurance company for her, since she was at a loss for words.

Action: With her sitting in my office, I made the appropriate call to put

the process of payment into action. I also took the time to listen, as she ex-
pressed her feelings about her loss.

Result: After the meeting, the employee thanked me for my generos-

ity and for allowing her to voice her sorrow.

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