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Behavioral Interview Question 1 Targeted KSAOs: Customer Service RaterName:

Tell me about a recent situation in which you had to deal with a very upset customer andwhat you did to solve the problem.

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o Does not

answer thequestionthat wasasked

o Gives an

example ofdealing withan unhappycustomerbut nosolution tothe problem

o Says I

dont knowor I cantthink ofanythingright now

o States that they

dealt with anangry customer ,but does not givemany details

about thesituation

o Provides a

general solutionto the problem,but does not saywhether thecustomer left

happy or not

o Gives a specific, detailed

example of a time theydealt with an angrycustomer

o Says that they listened to

the customers concerns

o Says that they apologized

to the customer (Ex. Imso sorry to hear that youare unsatisfied)

o States that they remained

calm during the situation

o Provides a solution to the

problem that left the

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customer happy

Behavioral Interview Question 2 Targeted KSAOs: Critical Thinking RaterName:

Describe a time when you anticipated a potential problem within the restaurant anddeveloped preventative measures to solve it.

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o Does not

answer thequestionthat wasasked

o Gives an

example ofa potentialproblem intherestaurantbut nopreventative measures

o States a potential

problem that theyidentified

o Provides a

general solutionto the problem,

but does notexplain why itwould besuccessful

o Gives a specific, detailed

example of a potentialproblem within therestaurant that theyidentified

o Explains why the potentia

problem would be harmfuto the restaurant

o Explains how they came

up with the solution to theproblem

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they took tosolve it

o Says I

dont knowor I cantthink ofanythingright now

o Explains the solution to

the problem and why itwould be successful

Behavioral Interview Question 3 Targeted KSAOs: Interpersonal Relations

Rater Name:

Tell me about a time when you were forced to make an unpopular decision amongst youco-workers and the results of that decision.

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o Does not

answer thequestionthat wasasked

o Simply

o Describes an

example of anunpopulardecision theymade or someonein the restaurantmade

o Gives a specific, detailed

example of a time theyhad to make an unpopuladecision or a time thattheir manager had tomake an unpopulardecision if they never hadto themselves ( I wasfaced with a difficult

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states whatthey havenever hadto make anunpopulardecision

o Says I

dont knowor I cantthink ofanythingright now

o States the results

of that decision(tells whether ornot the

employees stayedupset or got overit)

decision when I needed toterminate an employeewho was favored by a lotof the other employees atthe restaurant)

o Explains why the decision

was unpopular among co-workers

(Ex. I decided to fire thisemployee for being lateconsistently, but he wasthe brother of two otheremployees there. )

o Explains the results of the

decision and how itaffected the restaurant (Ifeel that I made the rightdecision by firing theemployee because he waviolating company policyand I try to stick tocompany policy as muchas possible. I feel that thisbenefits everyone,because there is nopreferential treatment. If had let this employee becontinuously late, it wouldhave upset otheremployees who got introuble for the samething.)

o Explains how the results

affected the relationshipsbetween employees (Ex.My coworker stayed alittle upset for a few daysfor terminating hisbrother, but it did notaffect our relationshippermanently)

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Behavioral Interview Question 4 Targeted KSAOs: Delegation Rater Name

Tell me about a time when you delegated a project of some other type of workeffectively.

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o Does not

answer thequestion

that wasasked

o Says I

dont knowor I cantthink of

o Gives an example

of the project orsome type of

work

o Explains how they

delegated the

o Gives a specific, detailed

example of the project orsome type of work

o Explains why there was a

need to delegate theproject/work

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anythingright now

work to others

o States why it

worked effectively

o Explains who they

delegated theproject/work to

o States why that personwas chosen to help withthe project/work

o Explains the results

and/or states how it waseffective

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Behavioral Interview Question 5 Targeted KSAOs: Planning/OrganizationRater Name:

Tell me about a time when you had too many things to do and you were required toprioritize your tasks. How did you decide what got top priority?

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o Does not

answer thequestionthat wasasked

o Simply

gives anexample ofa time theyprioritizedtheir tasksbut doesnot say howthe decisionwas made

of what gottop priority(onlyanswerspart of thequestion)

o Gives an example

of a time whenthey prioritizedtheir tasks

o Provides an

explanation ofhow they decidedwhat to do first

o Gives a specific, detailed

example and explanationof a time they had toomuch to do and wererequired to prioritize task

o Explains their thought

process of how theydecided what got toppriority and what did not

o States that they

organized the tasks insome manner

o Explanation of how they

prioritized makes sense

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o Says I

dont knowor I cantthink ofanythingright now

Behavioral Interview Question 6 Targeted KSAOs: Interpersonal RelationsRater Name:

It is very important to build good relationships at work but sometimes it isnt alwayssuccessful. Tell me about a time when you were not able to build a successfulrelationship with a difficult co-worker.

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o Does not

answer thequestionthat wasasked

o Talks bad

about a co-

o Gives an example

of a time theydealt with adifficult co-worker

o Explains why the

co-worker was

o Gives a specific, detailed

example of a time theydealt with a difficult co-worker

o States why the co-worker

was difficult

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workerand/or doesnot takeanyresponsibility for the

unsuccessfulrelationship

o Says I

dont knowor I cantthink of

anythingright now

difficult

o States what they

did to try to make

the relationshipwork

o Takes some responsibility

for the relationship beingunsuccessful

o States what they did to

try to make therelationship work

o Explains why their

attempts did or did notwork (states the outcomeof the situation)

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Behavioral Interview Question 7 Targeted KSAOs: Critical Thinking RaterName:

What was your most difficult decision involving the restaurant within the last 6 months?What made it difficult?

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o Does not

answer thequestionthat wasasked

o Says I

dont knowor I cantthink ofanythingright now

o States what

the decisionwas but notwhat madeit difficult(onlyanswerspart of thequestion)

o Explains the

decision that wasmade dealingwith therestaurant

o Provides an

explanation ofwhy it wasdifficult

o Gives a specific, detailed

explanation of the difficuldecision that was madedealing with therestaurant

o Provides an explanation

of why it was difficult

o Explains how the decision

was made

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Behavioral Interview Question 8 Targeted KSAOs: Development of SubordinateRater Name:

Have you ever had a subordinate whose performance was consistently insufficient? Wha

did you do to correct it?

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o States that

they havenot had todeal withthis type ofsituation.

o Does not

answer thequestionthat wasasked.

o Says Idont knowor I cantthink ofanythingright now.

o Provides a

general answerabout dealingwith aninsufficientsubordinate, butdoes not go intodetail.

o Tells how they

corrected it.

o Gives a specific, detailed

example of when theydealt with a subordinatewhose performance wasinsufficient.

o Says how they went abou

to correct the issue. Suchas what measures theytook in an orderly fashion

o Describes how they

approached thesubordinate in aprofessional manner todiscuss the issue.

o Gave the subordinate

suggestions on how tocorrect theirperformance/behaviorand stated that theywould provide feedbackon the subordinatesprogress.

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Behavioral Interview Question 9 Targeted KSAOs: Interpersonal RelationsRater Name:

What have you done in the past to contribute toward a teamwork environment?

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o States that

they havenot workedanenvironment requiringteamwork.

o Does not

answer thequestionthat wasasked.

o Says I

dont knowor I cantthink ofanything

o Provides a

general answeraboutcontributingtoward ateamworkenvironment, butdoes not go intodetail.

o Gives a specific, detailed

example of when theywere involved in ateamwork environment.

o States exactly how they

contributed to the group.

o Describes how their

contribution affected theoverall outcome of thegroup.

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right now.

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Behavioral Interview Question 10 Targeted KSAOs: Critical Thinking RaterName:

Tell me about a suggestion you made to improve the way job processes/operations of

the restaurant worked. What was the result?

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o States that

they havenot madeanysuggestionsto improvetherestaurant.

o Does not

answer thequestionthat wasasked.

o Says I

dont knowor I cantthink of

o Provides a

general answerabout asuggestion toimprove therestaurant, butdoes not go intodetail.

o Does not give the

result of theirsuggestion.

o Gives a specific, detailed

example of a suggestionthey have made toimprove the jobprocesses/operations ofthe restaurant.

o Gives reasons why the job

processes/operationsneeded the suggestion foimprovement.

o States the result of their

suggestion on the workin

of the restaurant and if itprovided or did notprovide the improvementneeded.

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anythingright now.

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Behavioral Interview Question 11 Targeted KSAOs: Development of SubordinateRater Name:

Give an example of a time in which you felt you were able to build motivation in your co-

workers or subordinates at the restaurant.

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o States that

they havenotmotivatedany of theirco-workersorsubordinates.

o Does not

answer thequestionthat wasasked.

o Says Idont knowor I cantthink ofanythingright now.

o Provides a

general answerabout buildingmotivation, butdoes not go intodetail.

o Gives a specific, detailed

example of when theygave motivation to theirco-workers orsubordinates.

o Gives reasons why the

motivation was needed.

o States how the co-

workers or subordinatesused the motivation.

o States the result of the

increased motivation theygave.

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Behavioral Interview Question 12 Targeted KSAOs: Interpersonal RelationsRater Name:

How would you show people that you are paying attention and listening to the

conversation?

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o Is not

payingattentionand ask torepeat thequestionagain.

o Does not

answer thequestionthat wasasked.

o Says I

dont know

or I cantthink ofanythingright now.

o Provides a

general answerabout payingattention andlistening to aconversation, butdoes not go intodetail.

o Doesnt provide

an example ofshowing thatthey are payingattention.

o Gives a specific, detailed

example of how theyshow attention andlistening to aconversation.

o Gives various physical

cues of listening: eyecontact, leaning in to theother person while theyare speaking, noddingtheir head, etc.

o Would provide feedback

to the other person aboutthe questions brought up

in the conversation.

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Behavioral Interview Question 13 Targeted KSAOs: Customer Service RateName:

What have you done to improve relations with your customers?

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o States that

they do notdeal wellwithcustomers.Avoidscontactwithcustomers.

o Does notanswer thequestionthat wasasked.

o Says I

dont knowor I cant

o Provides a

general answerabout improvingrelations withcustomers, butdoes not go intodetail.

o Gives a specific, detailed

example(s) of how theyhave improved relationswith customers.

o States reasons for

improving customerservice.

o States how the customers

reacted to the betterservice. If they found itacceptable or not.

o Gives ways of how to

continue improvingcustomer relations.

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think ofanythingright now.

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Behavioral Interview Question 14 Targeted KSAOs: Interpersonal RelationsRater Name:

Describe a recent problem you had with one of your fellow managers decisions. How did

you handle it?

1

Unacceptable

2 3

Acceptable

4 5

Outstanding

o States that

they do nothaveproblemswith othermanagers.

o Does not

answer thequestionthat wasasked.

o Says I

dont knowor I cant

think ofanythingright now.

o Provides a

general answerabout a problemwith anothermanager, butdoes not go intodetail.

o Does not describe

how they handledthe problem.

o Gives a specific, detailed

example of how aproblem they had with afellow managersdecision.

o States how they

approached the othermanager in a professionamanner.

o Gives the details on how

the handled the decisionin an open andcooperative way.

o Describes how the fellowmanager reacted to theiropinion of the decision.

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