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Awareness!of!LmoLlons!or!1houghLs!................................................................................................................................!12!
Awareness!of!1rlggers!......................................................................................................................................................!12!
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Adele!8.!Lynn.!lor!a!greaLer!undersLandlng!of!whaL!emoLlonal!lnLelllgence!means,!and!lLs!
lmporLance!ln!Lhe!workplace,!please!consulL!Lhe!book.!
LmoLlonal!lnLelllgence!ls!deflned!as!a!person's!ablllLy!Lo!manage!oneself!as!well!as!manage!
relaLlonshlps!wlLh!oLhers!so!LhaL!one!can!llve!one's!lnLenLlons.!!
Mlchael!8ock!has!sald,!erhaps!Lhe!mosL!beauLlful!descrlpLlon!of!emoLlonal!lnLelllgence!comes!
from!a!reLlred!hlgh!school!Leacher,!Poward!Popklns,!of!MonLreal,!Cuebec,!when!he!wroLe!Lhe!
followlng:"!
Lvery!response!you!glve!Lo!anoLher!person!lnvolves!your!lnLellecL!and!your!
emoLlons.!1he!lnLellecL!composes!Lhe!message,!and!Lhe!emoLlons!provlde!
anlmaLlon!and!grace.!LmoLlon!ls!Lo!Lhe!message!whaL!muslc!ls!Lo!Lhe!lyrlc.!
WlLhouL!Lhe!Lune,!would!anyone!ever!remember!Lhe!lyrlc?!1he!sklll!Lo!comblne!
lnLellecL!and!emoLlon!ln!Lhls!dramaLlc!and!powerful!fashlon!ls!emoLlonal!
lnLelllgence,!and!lL!possesses!Lhe!power!Lo!elevaLe!even!Lhe!common!
exchanges!of!everyday!encounLers!from!Lhe!base!level!of!me"and"you!Lo!Lhe!
subllmlLy!of!l"and"1hou!!
!hLLp://canadaone.com/ezlne/[uly04/eq_lnLervlew.hLml!
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1he!llve!Areas!of!LmoLlonal!lnLelllgence!
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A!brlef!deflnlLlon!of!Lhe!flve!areas!of!emoLlonal!lnLelllgence:!
=I!0JKL"/MNOJPJQQ!NPR!0JKL"(SPTOSK!-!Lhe!ablllLy!Lo!fully!undersLand!oneself!and!one's!
lmpacL!on!oLhers!and!Lo!use!LhaL!lnformaLlon!Lo!manage!oneself!producLlvely!
4I!,UVNTWX!-!Lhe!ablllLy!Lo!undersLand!Lhe!perspecLlve!of!oLhers!
CI!0SYZNK!,[VJOTPJQQ!-!Lhe!ablllLy!Lo!bulld!genulne!relaLlonshlps!and!bonds!and!express!
carlng,!concern,!and!confllcL!ln!healLhy!ways!
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*I!1NQTJOX!SL!5\OVSQJ!NPR!.ZQZSP!-!Lhe!ablllLy!Lo!brlng!auLhenLlclLy!Lo!one's!llfe!and!llve!
ouL!one's!lnLenLlons!and!values!
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lnner!world,!whlle!Soclal!LxperLness!and!ersonal!lnfluence!form!our!relaLlons!Lo!Lhe!ouLer!
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1he!23!lndlvldual!CompeLencles!
1he!flve!areas!of!emoLlonal!lnLelllgence!are!broken!down!lnLo!23!lndlvldual!compeLencles:!
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a)!!UVNYT!SP!STWJOQ<!an!accuraLe!undersLandlng!of!how!one's!behavlor!or!
words!affecL!oLhers!
b)!,USTZSPNK!NPR!ZPPJO!NMNOJPJQQ<!an!accuraLe!undersLandlng!of!how!
one's!emoLlons!and!LhoughLs!affecL!behavlors!
c)!/YY\ONTJ!QJKL"NQQJQQUJPT!SL!Q]ZKKQ!NPR!N^ZKZTZJQ<!an!honesL!assessmenL!
of!sLrengLhs!and!weaknesses!
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d)!,USTZSPNK!J[VOJQQZSP<!Lhe!ablllLy!Lo!manage!anger,!sLress,!exclLemenL,!
and!frusLraLlon!
e)!(S\ON_J!SO!NQQJOTZ`JPJQQ<!Lhe!ablllLy!Lo!manage!fear!
f)!$JQZKZJPYJ<!Lhe!ablllLy!Lo!manage!dlsappolnLmenL!or!fallure!
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g)!5KNPPZP_!TWJ!TSPJ!SL!YSP`JOQNTZSPQ:!Lhe!ablllLy!Lo!plan!Lhe!Lone!of!a!
conversaLlon!Lo!achleve!Lhe!besL!resulLs!
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a)!$JQVJYTL\K!KZQTJPZP_<!llsLenlng!respecLfully!Lo!oLhers!Lo!develop!a!deep!
undersLandlng!of!oLhers'!polnLs!of!vlew!
b)!-JJKZP_!TWJ!!UVNYT!SP!STWJOQ<!Lhe!ablllLy!Lo!assess!and!deLermlne!how!
slLuaLlons!as!well!as!one's!words!and!acLlons!affecL!oLhers!
c)!0JO`ZYJ!SOZJPTNTZSP<!Lhe!deslre!Lo!help!oLhers!
CI!0SYZNK!,[VJOTPJQQ!!
a)!>\ZKRZP_!OJKNTZSPQWZVQ<!Lhe!ablllLy!Lo!bulld!soclal!bonds!
b)!(SKKN^SONTZSP<!Lhe!ablllLy!Lo!lnvlLe!oLhers!ln!and!value!Lhelr!LhoughLs!
c)!(SPLKZYT!OJQSK\TZSP<!Lhe!ablllLy!Lo!resolve!dlfferences!
d)!%O_NPZaNTZSPNK!QN``X<!Lhe!ablllLy!Lo!undersLand!and!maneuver!wlLhln!
organlzaLlons!
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20F>-"06$0D!%">FN!
a)!0JKL"YSPLZRJPYJ<!an!approprlaLe!bellef!ln!one's!skllls!and!ablllLles!
b)!!PZTZNTZ`J!NPR!NYYS\PTN^ZKZTX<!belng!lnLernally!gulded!Lo!Lake!sLeps!or!
acLlons!and!Laklng!responslblllLy!for!Lhose!acLlons!
c)!3SNK!SOZJPTNTZSP<!seLLlng!goals!for!oneself!and!llvlng!and!worklng!
Loward!Lhose!goals!
d)!%VTZUZQU<!havlng!a!Lendency!Lo!look!aL!Lhe!brlghL!slde!of!Lhlngs!and!Lo!
be!hopeful!for!Lhe!besL!
e)!-KJ[Z^ZKZTX!NPR!NRNVTN^ZKZTX<!Lhe!ablllLy!Lo!adapL!and!bend!Lo!Lhe!needs!
of!oLhers!or!slLuaLlons!as!approprlaLe!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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!
8!
!
20F>-"06$0D!/.8"9%N!
f)!2JNRZP_!STWJOQ<!Lhe!ablllLy!Lo!have!oLhers!follow!you!
g)!(OJNTZP_!N!VSQZTZ`J!MSO]!YKZUNTJ<!Lhe!ablllLy!Lo!creaLe!an!lnsplrlng!
culLure!
h)!3JTTZP_!OJQ\KTQ!TWOS\_W!STWJOQ<!Lhe!ablllLy!Lo!achleve!goals!Lhrough!
oLhers!
*I!1NQTJOX!SL!5\OVSQJ!NPR!.ZQZSP!!
a)!'PRJOQTNPRZP_!SPJHQ!V\OVSQJ!NPR!`NK\JQ<!havlng!a!clearly!deflned!
purpose!and!values!
b)!#N]ZP_!NYTZSPQ!TSMNOR!SPJHQ!V\OVSQJ<!Laklng!acLlons!Lo!advance!one's!
purpose!
c)!/\TWJPTZYZTX<!allgnmenL!and!Lransparency!of!one's!moLlves,!acLlons,!
lnLenLlons,!values,!and!purpose!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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9!
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AssessmenL!CuesLlons!and!key!olnLs!Lo!Conslder!When!Assesslng!
Answers!
!
Self!Awareness:!lmpacL!on!CLhers!
,-"%.$/0%!./!1%%"%%!23456.!/0!7.8"9%!
1)!1ell!me!abouL!a!Llme!when!you!dld!or!sald!someLhlng!and!lL!had!a!poslLlve!lmpacL!on!
a!coworker,!a!cusLomer,!or!an!employee.!
2)!1ell!me!abouL!a!Llme!when!you!dld!or!sald!someLhlng!and!lL!had!a!negaLlve!lmpacL!on!
a!coworker,!a!cusLomer,!or!an!employee.!
3)!1ell!me!abouL!a!Llme!when!you!were!surprlsed!abouL!Lhe!poslLlve!lmpacL!your!
behavlor!or!words!had!on!a!coworker,!cusLomer,!or!an!employee.!Pow!dld!you!learn!Lhls!
lnformaLlon?!WhaL!dld!you!do!when!you!learned!Lhls!lnformaLlon?!
4)!1ell!me!abouL!a!Llme!when!you!were!surprlsed!abouL!Lhe!negaLlve!lmpacL!your!
behavlor!or!words!had!on!a!coworker,!cusLomer,!or!an!employee.!Pow!dld!you!learn!Lhls!
lnformaLlon?!WhaL!dld!you!do!when!you!learned!Lhls!lnformaLlon?!
3)!uescrlbe!a!Llme!when!you!knew!you!dld!or!sald!someLhlng!LhaL!caused!a!problem!for!
a!coworker,!a!cusLomer,!or!an!employee.!Pow!dld!you!know!lL!caused!a!problem?!
6)!Can!you!Lhlnk!or!a!Llme!when!someone!lnLerpreLed!someLhlng!you!sald!or!dld!ln!a!
negaLlve!way,!even!Lhough!you!dldn'L!lnLend!for!lL!Lo!be!negaLlve?!1ell!me!abouL!LhaL.!
7)!Pow!do!you!know!lf!your!words!or!behavlors!have!a!poslLlve!lmpacL!on!oLhers?!
8)!Pow!do!you!know!lf!your!words!or!behavlors!have!a!negaLlve!lmpacL!on!oLhers?!
,-"%.$/0%!./!1%%"%%!7;%"9#5.$/0!<=$>>%!
1)!Pave!you!ever!noLlced!LhaL!someone!aL!work!was!havlng!a!bad!day?!Pow!dld!you!
know?!WhaL!dld!you!do?!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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10!
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2)!Pave!you!ever!declded!Lo!delay!presenLlng!an!ldea!Lo!someone!aL!work!because!Lhe!
Llmlng!wasn'L!rlghL?!WhaL!dld!you!base!LhaL!declslon!on?!WhaL!dld!you!do?!
3)!Pave!you!ever!noLlced!LhaL!you!were!annoylng!someone!aL!work?!WhaL!dld!you!base!
LhaL!on?!WhaL!dld!you!do?!!
4)!Pave!you!ever!been!ln!a!slLuaLlon!where!you!LhoughL!you!needed!Lo!ad[usL!or!modlfy!
your!behavlor?!Pow!dld!you!know?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
MosL!candldaLes!should!be!able!Lo!come!up!wlLh!an!example!of!someLhlng!Lhey!dld!LhaL!caused!
concern! for! oLhers.! WaLch! for! how! Lhey! lncorporaLed! Lhls! awareness! lnLo! fuLure! encounLers.!
Cne!candldaLe,!surprlsed!when!hls!boss!Lold!hlm!LhaL!he!lnLerrupLed!hls!cusLomers,!sald!LhaL!he!
dldn'L!belleve!hls!boss!and!LhaL!hls!boss!dldn'L!know!enough!abouL!hlm!Lo!make!LhaL!sLaLemenL.!
WlLhouL!reallzlng!lL,!Lhe!candldaLe!proved!hls!boss's!polnL!when!he!lnLerrupLed!Lhe!lnLervlewer!
as!Lhe!lnLervlewer!asked!a!clarlfylng!quesLlon.!
!
LmoLlonal!lnLelllgence!requlres!a!person!Lo!be!aware!of!and!Lo!read!cues!ln!dlfferenL!slLuaLlons!
and! Lhen! adapL! accordlngly.! 1hls! klnd! of! adapLablllLy! Lo! Lhe! envlronmenL! ensures! success.! 1he!
quesLlons! llsLed! above! glve! you! lmporLanL! lnformaLlon! abouL! a! person's! awareness! of! Lhese!
Lypes! of! cues.! ?ou! also! learn! how! Lhe! person! ad[usLs! hls! behavlor! accordlng! Lo! Lhe! cues! he!
reads.! 8ecause! a! person! may! be! relucLanL! Lo! admlL! LhaL! he! may! aL! Llmes! annoy! oLhers,! Lhe!
lnLervlewer! may! need! Lo! lnLroduce! Lhe! quesLlon! wlLh! a! commenL! such! as,! Lveryone! can! be!
annoylng!aL!some!Llme.!Would!you!Lell!me!abouL!a!Llme!when!you!annoyed!someone!aL!work?"!
As! Lhe! lnLervlewer,! you! can! help! Lhe! candldaLe! feel! aL! ease! so! LhaL! you! can! exLracL! Lhe! mosL!
honesL!answers!from!Lhe!lnLervlew.!
!
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11!
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Self"Awareness:!LmoLlon!and!lnner!Awareness!
,-"%.$/0%!./!1%%"%%!1E59"0"%%!/F!G3/.$/0%!/9!H8/-D8.%!
1)!1ell!me!abouL!a!Llme!when!you!were!dlsLracLed!or!preoccupled!wlLh!someLhlng.!Pow!
dld!you!know?!WhaL!lmpacL!dld!LhaL!have!on!your!performance?!WhaL!lmpacL!dld!lL!
have!on!oLhers!aL!work?!
2)!1ell!me!abouL!a!Llme!when!you!were!ln!a!good!mood!aL!work.!Pow!dld!LhaL!affecL!
your!performance?!WhaL!lmpacL!dld!your!mood!have!on!oLhers!aL!work?!
3)!uescrlbe!a!Llme!when!you!were!angry!abouL!someLhlng!aL!work.!WhaL!lmpacL!dld!LhaL!
have!on!your!performance?!WhaL!lmpacL!dld!lL!have!on!oLhers!aL!work?!
4)!1ell!me!abouL!a!Llme!when!Lhe!mood!or!aLLlLude!of!your!coworkers,!employees,!or!
oLher!affecLed!you.!
3)!uescrlbe!a!Llme!when!you!were!aware!LhaL!your!mood!was!affecLlng!how!you!were!
behavlng!aL!work.!
,-"%.$/0%!./!1%%"%%!1E59"0"%%!/F!H9$DD"9%!
1)!1ell!me!abouL!some!slLuaLlons!or!people!LhaL!annoy!you!ln!your!presenL!or!prevlous!
poslLlon.!1ell!me!whaL!you!do!abouL!Lhese!slLuaLlons!or!people.!
2)!1ell!me!abouL!a!Llme!when!you!were!able!Lo!avold!a!negaLlve!slLuaLlon!aL!work.!Pow!
dld!you!know!lL!was!golng!Lo!be!negaLlve?!1ell!me!whaL!you!dld.!
3)!uescrlbe!some!slLuaLlons!or!clrcumsLances!LhaL!brlng!ouL!your!besL!aL!work.!Pow!dld!
you!behave!durlng!Lhose!Llmes?!
4)!uescrlbe!some!slLuaLlons!or!clrcumsLances!LhaL!brlng!ouL!your!worsL!aL!work.!Pow!dld!
you!behave!durlng!Lhose!Llmes?!WhaL!do!you!do!abouL!Lhose!Llmes?!
3)!1ell!me!abouL!a!Llme!when!you!purposely!prepared!yourself!Lo!deal!wlLh!a!slLuaLlon!
LhaL!you!know!would!be!negaLlve.!WhaL!dld!you!do?!Pow!dld!lL!work!ouL?!
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12!
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,-"%.$/0%!./!1%%"%%!!"F>"6.$/0!<=$>>%!
1)!1ell!me!abouL!a!Llme!when!someLhlng!LhaL!you!had!responslblllLy!for!aL!work!dldn'L!
go!well.!Whose!faulL!was!lL?!(1hls!ls!a!leadlng!quesLlon"lL's!assumlng!blame.!1he!
candldaLe!should!conslder!hls!or!her!own!role!ln!Lhe!problem.)!
2)!1ell!me!abouL!a!Llme!when!oLhers!dldn'L!cooperaLe!wlLh!you.!Pow!would!you!analyze!
LhaL!slLuaLlon?!
3)!1ell!me!abouL!a!confllcL!LhaL!you!had!aL!work.!Pow!would!you!analyze!LhaL!confllcL?!
4)!Pave!you!ever!unlnLenLlonally!lnsulLed!or!offended!someone!aL!work?!Pow!dld!you!
handle!LhaL?!
3)!1ell!me!abouL!a!Llme!when!you!reacLed!Lo!someLhlng!or!someone!ln!Lhe!workplace!ln!
a!way!LhaL!was!noL!allgned!wlLh!your!lnLenLlons.!WhaL!dld!you!do!afLer!Lhls!slLuaLlon?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
Awareness!of!LmoLlons!or!1houghLs!
1he! key! lnformaLlon! exLracLed! by! Lhese! quesLlons! lndlcaLes! Lhe! candldaLe's! awareness! LhaL!
emoLlons! exlsL! and! affecL! self! and! oLhers.! Cnce! a! candldaLe! esLabllshes! her! awareness! of! Lhe!
lmpacL!of!emoLlons,!she!lmproves!her!chances!of!belng!able!Lo!manage!Lhem.!Some!candldaLes!
deny! LhaL! feellngs! or! emoLlons! exlsL.! And! alLhough! lL! may! be! Lrue! LhaL! some! people! are! much!
more!affable!Lhan!oLhers,!lL's!llkely!LhaL!aL!Llmes,!emoLlons!affecL!all!of!us.!WlLh!Lhese!Lypes!of!
quesLlons,! you! can! expecL! Lhe! lnLervlewee! Lo! mlnlmlze! Lhe! lmpacL! of! Lhe! emoLlons,! or! dlscuss!
consLrucLlve! acLlons! LhaL! she! Lakes! Lo! manage! her! reacLlons.! 8uL! Lhe! boLLom! llne! ls! LhaL! a!
candldaLe! who! expresses! awareness! of! her! emoLlons! ls! more! llkely! Lo! be! able! Lo! manage! her!
emoLlons! Lhan! one! who! ls! unaware.! Also,! research! demonsLraLes! LhaL! people! who! are! self"
aware!or!mlndful!of!Lhelr!acLlons!have!more!poslLlve!ouLcomes.
10
!When!mlndful!or!self"aware,!
we! are! provlded! wlLh! a! wlndow! Lo! examlne! our! behavlors.! lf! a! candldaLe! flaLly! denles! any!
emoLlons!aL!work,!Lhe!candldaLe!may!be!mlsslng!an!opporLunlLy!Lo!examlne!her!behavlor.!
!
Awareness!of!1rlggers!
1he!candldaLe!who!knows!hlmself!can!predlcL!or!undersLand!hls!Lrlggers.!ln!facL,!undersLandlng!
and! predlcLlng! one's! emoLlonal! reacLlons! Lo! slLuaLlons! ls! cenLral! Lo! self"awareness.
11!
8y!
undersLandlng! whaL! could! cause! or! Lrlgger! a! negaLlve! reacLlon,! Lhe! candldaLe! ls! much! more!
llkely!Lo!be!able!Lo!manage!hlmself!by!avoldlng!Lhe!slLuaLlon!or!plannlng!ln!advance!for!lL.!Look!
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13!
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for!follow"up!sLaLemenLs!LhaL!lndlcaLe!LhaL!Lhe!candldaLe!manages!hls!reacLlons!or!Lakes!sLeps!
Lo! prevenL! Lhe! slLuaLlon.! When! one! candldaLe! descrlbed! a! Llme! when! he! purposely! prepared!
hlmself!Lo!deal!wlLh!a!negaLlve!slLuaLlon,!he!descrlbed!a!slLuaLlon!wlLh!a!negaLlve!coworker.!Pe!
sald!he!knew!LhaL!hls!coworker's!negaLlvlLy!affecLed!hls!vlewpolnL,!so!he!purposely!changed!hls!
lunch! rouLlne.! Pe! sald! he! dldn'L! flnd! lL! useful! Lo! slL! Lhrough! lunch! Lo! hear! hls! coworker's!
negaLlve!commenLs!abouL!Lhe![ob.!
!
1hese! quesLlons! also! glve! you! lmporLanL! lnformaLlon! abouL! a! candldaLe's! Lolerance! level.! ln!
work!slLuaLlons,!candldaLes!musL!lnLeracL!wlLh!many!dlfferenL!slLuaLlons!and!people.!1herefore,!
learnlng! abouL! a! person's! Lolerance! and! Lrlggers! provldes! useful! lnformaLlon.! ?ou! can! also!
exLracL! lnformaLlon! relevanL! Lo! flL.! lf! a! person! relaLes! LhaL! people! and! [obs! LhaL! requlre! a! hlgh!
level! of! lnLeracLlon! Lrlgger! a! negaLlve! reacLlon,! Lhen! lL's! obvlous! LhaL! a! [ob! requlrlng! loLs! of!
lnLeracLlon!lsn'L!an!ldeal!flL!for!Lhls!candldaLe.!
!
8eflecLlon!Skllls!
ln! Lhe! quesLlons! Lo! assess! reflecLlon! skllls,! Lhe! lnLervlewer! assesses! how! a! person! Lhlnks! or!
reflecLs! abouL! pasL! slLuaLlons.! 1o! help! Lhe! candldaLe! glve! sLralghLforward! answers,! puL! Lhe!
candldaLe! aL! ease.! Also,! you! may! need! Lo! redlrecL! Lhe! answer! a! few! Llmes! because! Lhe! candl"
daLe! may! wanL! Lo! focus! on! whaL! she! dld! Lo! resolve! Lhe! confllcL! or! Lo! geL! oLhers! Lo! cooperaLe.!
AlLhough!LhaL!ls!lmporLanL!lnformaLlon!LhaL!you!should!conslder,!Lhe!glsL!of!Lhe!analysls!should!
be! abouL! whaL! Lhe! person! LhoughL! abouL! Lhe! experlence.! uld! she! raLlonallze?! uld! she! asslgn!
blame!Lo!someone!else?!Cr!maybe!she!defended!her!acLlons!as!rlghL.!lL's!also!posslble!LhaL!Lhe!
candldaLe! LhoughL! she! was! helpless.! ln! Lhe! analysls! or! reflecLlon,! Lhe! person's! answer! should!
suggesL! LhaL! Lhe! candldaLe! consldered! her! own! acLlons! and! whaL! she! could! have! done!
dlfferenLly!Lo!be!parL!of!Lhe!soluLlon.!Poldlng!oneself!accounLable!would!sound!someLhlng!llke!
Lhls:!Well,!as!l!Lhlnk!back!on!Lhls!slLuaLlon,!l!Lhlnk!l!could!have!done![or!sald].!.!.!.!lf!l!had!done!
Lhls,!l!Lhlnk!l!would!have!galned!her!cooperaLlon!sooner."!1hls!person's!analysls!of!Lhe!slLuaLlon!
and! her! behavlor! helps! her! Lo! conslder! a! beLLer! ouLcome.! 1hls! poslLlve! reflecLlon! can! lead! Lo!
learnlng.! Powever,! llsLen! for! LhaL! flne! llne! beLween! holdlng! oneself! accounLable! and! beaLlng!
oneself!up.!8eaLlng!oneself!up!or!becomlng!so!dlscouraged!by!a!slLuaLlon!LhaL!Lhe!person!vows!
never! Lo! Lry! lL! agaln! may! demonsLraLe! a! lack! of! reslllence.! 1he! boLLom! llne! ls! LhaL! holdlng!
ourselves!accounLable!for!Lhe!resulLs!of!our!behavlor!ls!lmporLanL!and!can!lead!Lo!new!learnlng.!
Also,! holdlng! ourselves! accounLable! for! slLuaLlons! such! as! Lhese! generally! LranslaLes! lnLo!
holdlng!ourselves!accounLable!for!work!goals!and!producLlon!numbers.!
!
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14!
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Self"Awareness:!AccuraLe!AssessmenL!of!Skllls!and!AblllLles!
,-"%.$/0%!./!1%%"%%!166-95."!1%%"%%3"0.!/F!<=$>>%!50&!1;$>$.$"%!
1)!uescrlbe!a!Llme!when!you!recelved!feedback!abouL!your!performance!and!were!ln!
agreemenL.!WhaL!dld!you!agree!wlLh?!
2)!uescrlbe!a!Llme!when!you!recelved!feedback!abouL!your!performance!and!you!
dlsagreed!wlLh!Lhe!feedback.!WhaL!dld!you!dlsagree!wlLh?!
3)!Was!Lhere!ever!a!Llme!LhaL!you!lnlLlally!dlsagreed!wlLh!feedback!you!recelved!and!
laLer!came!Lo!accepL!lL?!1ell!me!abouL!LhaL.!
4)!Were!you!ever!surprlsed!by!crlLlclsm!you!recelved?!WhaL!was!Lhe!crlLlclsm!and!why!
were!you!surprlsed?!!
3)!WhaL!has!been!a!conslsLenL!sLrengLh!of!yours?!WhaL!evldence!do!you!have!LhaL!Lhls!ls!
an!area!ln!whlch!you!are!sLrong?!
6)!WhaL!has!been!a!conslsLenL!area!of!developmenL!for!you?!Pow!do!you!know!LhaL!Lhls!
ls!an!area!of!developmenL!for!you?!
7)!LlsL!Lhree!Lhlngs!LhaL!you!have!learned!abouL!yourself!ln!Lhe!lasL!year!LhaL!are!
relevanL!Lo!Lhe!way!you!work.!Pow!dld!you!learn!Lhls!lnformaLlon?!uescrlbe!a!Llme!
when!you!used!Lhls!new!lnformaLlon.!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
1he! lnLervlew! provldes! Lhe! lnLervlewer! or! hlrlng! manager! wlLh! an! opporLunlLy! Lo! deLermlne! lf!
Lhe!candldaLe!possesses!an!accuraLe!assessmenL!of!her!skllls.!eople!who!can!accuraLely!assess!
boLh! Lhelr! sLrengLhs! and! Lhelr! weaknesses! operaLe! wlLhouL! bllnd! spoLs.! 1hey! maxlmlze! Lhelr!
sLrengLhs!and!flnd!ways!Lo!lmprove!or!mlLlgaLe!Lhelr!weaknesses.!When!a!candldaLe!accuraLely!
assesses! her! own! skllls,! LhaL! candldaLe! ls! ln! a! beLLer! poslLlon! Lo! deLermlne! wheLher! she! wlll!
succeed! ln! Lhe! [ob! for! whlch! she! ls! lnLervlewlng.! 1he! quesLlons! above! prove! dlfflculL! for!
candldaLes!because!Lhey!may!feel!a!need!Lo!guard!agalnsL!Lelllng!Lhe!lnLervlewer!abouL!a!Llme!
when! Lhey! were! crlLlclzed.! 1he! lnLervlewer! musL! seL! Lhe! Lone! so! LhaL! Lhe! candldaLe! feels!
comforLable.! 8e! sure! Lo! lnclude! quesLlons! LhaL! ask! Lhe! candldaLe! Lo! polnL! Lo! evldence,! Lhe!
evldence! helps! you! Lo! deLermlne! wheLher! Lhe! candldaLe! bases! her! answers! on! ob[ecLlve! daLa.!
lor! example,! !erry! sLaLed! LhaL! hls! problem"solvlng! skllls! are! above! average.! When! Lhe!
lnLervlewer!asked!!erry!for!evldence!or!examples!LhaL!supporL!hls!clalm,!he!wasn'L!able!Lo!glve!
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13!
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speclflc!daLa.!Pe!sald!Lhlngs!llke,!1hlngs!come!easy!Lo!me,"!or!l!always!know!where!Lo!look,"!
or!l![usL!use!my!lnsLlncLs."!ln!response!Lo!Lhe!same!quesLlon,!anoLher!candldaLe!sLaLed,!Well,!l!
was! asked! Lo! serve! on! a! Lask! force! for! reduclng! Lhe! error!raLes! on! our! processlng! procedure.! l!
was!also!asslgned!as!a!menLor!Lo!help!new!hlres!solve!problems.!l!also!was!asked!Lo!revlew!Lhe!
LroubleshooLlng!gulde!LhaL!Lhe!englneerlng!sLaff!developed!for!our!unlL."!ln!Lhe!laLLer!example,!
Lhe!evldence!ls!speclflc!and!deLalled.!
!
AnoLher! lmporLanL! quesLlon! asks! Lhe! candldaLe! Lo! Lhlnk! abouL! a! Llme! when! he! recelved!
feedback! LhaL! he! lnlLlally! dlsagreed! wlLh! and! laLer! came! Lo! accepL.! lf! Lhe! candldaLe! addresses!
Lhls!quesLlon,!lL!would!be!very!helpful!Lo!deLermlne!how!Lhe!candldaLe!came!Lo!lnLernallze!Lhe!
feedback.!lL!shows!LhaL!Lhe!candldaLe!became!open"mlnded!aL!some!polnL!abouL!Lhe!feedback.!
ln! reallLy,! whaL! ofLen! occurs! ls! LhaL! people! recelve! feedback! LhaL! Lhey! don'L! agree! wlLh! and!
Lhen! spend! Lhelr! Llme! [usLlfylng! Lhelr! behavlor! or! provlng! LhaL! Lhe! feedback! ls! lncorrecL.!
SomeLlmes,!lndeed,!Lhe!feedback!ls!lncorrecL,!buL!ofLen!lL's!noL!and!we!spend!our!Llme!reslsLlng!
whaL!could!help!us.!
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16!
!
Self"ConLrol!or!Self"ManagemenL:!LmoLlonal!Lxpresslon!
,-"%.$/0%!./!1%%"%%!1449/49$5."!G3/.$/05>!GJ49"%%$/0!
1)!uescrlbe!some!Lhlngs!LhaL!make!you!angry!or!frusLraLed!aL!work.!1ell!me!whaL!you!do!
ln!Lhose!slLuaLlons.!
2)!uescrlbe!some!slLuaLlons!where!you!are!llkely!Lo!geL!annoyed!aL!work.!WhaL!do!you!
do!when!you!geL!annoyed?!
3)!1ell!me!abouL!a!Llme!you!were!angry!wlLh!someone!aL!work.!WhaL!dld!you!do?!
4)!Pas!Lhere!ever!been!a!slLuaLlon!aL!work!where!you!sald!someLhlng!and!laLer!regreLLed!
saylng!lL?!1ell!me!abouL!LhaL.!
3)!1ell!me!abouL!a!Llme!when!you!losL!your!Lemper!aL!work.!WhaL!dld!you!do?!!WhaL!
resulL!dld!Lhls!have?!
6)!1ell!me!abouL!a!Llme!aL!work!when!you!had!Loo!much!Lo!do!and!lL!was!causlng!you!Lo!
feel!sLressed.!WhaL!dld!you!do?!
7)!WhaL!do!you!do!when!you!are!feellng!sLressed!aL!work?!
8)!uescrlbe!a!sLressful!slLuaLlon!aL!work.!WhaL!dld!you!do?!
9)!uescrlbe!a!slLuaLlon!aL!work!when!you!were!very!enLhuslasLlc!abouL!someLhlng.!Pow!
dld!your!enLhuslasm!affecL!oLhers?!
10)!uescrlbe!a!Llme!when!you!felL!exclLed!abouL!work.!
11)!When!do!you!look!forward!Lo!golng!Lo!work?!
12)!uescrlbe!a!Llme!when!you!felL!graLeful!aL!work.!WhaL!dld!you!do?!
13)!Clve!me!an!example!of!when!you!expressed!graLlLude!Loward!someone!aL!work.!!!!!!!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
We!know!LhaL!people's!LemperamenLs!vary!and!LhaL!some!people!rarely!geL!angry!whlle!oLhers!
geL! exclLed! easlly.! lL's! also! lmporLanL! for! you,! Lhe! lnLervlewer,! Lo! reallze! LhaL! your! own!
LemperamenL! wlll! lnfluence! your! lnLerpreLaLlon! of! Lhe! answers.! lf! confronLaLlon! frlghLens! you!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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!
17!
!
and! Lhe! candldaLe! sLaLes! LhaL! she! ralsed! an! lssue! wlLh! someone,! you! may! [udge! Lhls! LacLlc! as!
negaLlve! and! confronLaLlonal.! So,! prlor! Lo! asklng! Lhese! quesLlons,! deLermlne! Lhe! culLural! and!
[ob!flL.!lor!example,!whaL!may!be!approprlaLe!for!one![ob!may!be!lnapproprlaLe!for!anoLher.!8e!
sure! Lo! puL! Lhe! candldaLe! aL! ease,! or! she! may! be! relucLanL! Lo! answer! Lhese! quesLlons! ln! a!
sLralghLforward!manner.!
!
Also,!lL's!lmporLanL!for!you,!Lhe!lnLervlewer,!Lo!reallze!LhaL!anger!ls!noL!negaLlve.!Pow!we!
express!our!anger,!however,!can!be!negaLlve.!So,!focus!your!aLLenLlon!on!Lhe!behavloral!
expresslon!of!Lhe!emoLlon.!Pow!dld!Lhe!candldaLe!express!her!anger!or!frusLraLlon?!Was!lL!pro"
ducLlve?!uld!Lhe!manner!ln!whlch!she!addressed!Lhe!slLuaLlon!malnLaln!a!poslLlve!worklng!
relaLlonshlp!wlLh!Lhe!oLher!person?!Were!you!able!Lo!galn!evldence!of!Lhls!based!on!whaL!Lhe!
candldaLe!Lold!you?!Look!for!consLrucLlve!ways!Lhe!candldaLe!expressed!herself.!Some!ap"
proprlaLe!meLhods!would!lnclude!calllng!Lhe!person!aslde!and!dlscusslng!Lhe!slLuaLlon,!asklng!
Lhe!person!wheLher!he!would!be!wllllng!Lo!dlscuss!alLernaLlve!vlews,!dlscusslng!Lhe!slLuaLlon!
prlvaLely!wlLh!a!menLor!Lo!galn!advlce!on!how!besL!Lo!address!lL,!Laklng!a!coollng"off!or!Llme"
ouL!perlod!before!addresslng!Lhe!slLuaLlon,!reLhlnklng!Lhe!perspecLlve!of!Lhe!slLuaLlon,!or!
separaLlng!Lhe!evenL!from!Lhe!person.!8emember:!look!for!evldence!from!Lhe!candldaLe!Lo!
lndlcaLe!LhaL!she!manages!or!expresses!her!anger!or!sLress!ln!an!accepLable!manner.!
!
ln!Lhls!secLlon,!many!of!Lhe!quesLlons!assess!anger!or!sLress!managemenL.!Powever,!some!
quesLlons!ask!abouL!exclLemenL,!enLhuslasm,!and!graLlLude.!LxclLemenL,!enLhuslasm,!and!
graLlLude!could!be!very!poslLlve!quallLles.!1he!quesLlons!almed!aL!gauglng!Lhese!quallLles!help!
Lhe!lnLervlewer!Lo!deLermlne!wheLher!Lhe!candldaLe!approprlaLely!expresses!emoLlon!abouL!
work.!Managlng!emoLlon!doesn'L!mean!LhaL!people!shouldn'L!express!emoLlon.!Lxpresslng!
poslLlve!feellngs!can!generaLe!a!poslLlve!mood!for!oLhers.
6!
oslLlve!feellngs!generaLe!a!
conLaglous!envlronmenL.!Lxpresslng!enLhuslasm,!exclLemenL,!and!graLlLude!can!bond!Leams!
and!creaLe!a!poslLlve!workplace!culLure.!eople!dlsplay!Lhese!emoLlons!ln!dlfferenL!ways.!Some!
lndlvlduals!may!express!enLhuslasm!quleLly,!oLhers!may!be!bubbly.!1he!polnL!of!Lhese!quesLlons!
ls!Lo!deLermlne!wheLher!Lhe!candldaLe!recognlzes!and!behaves!ln!a!manner!LhaL!allows!for!
poslLlve!expresslon!of!emoLlons.!1he!quesLlon!abouL!Lemperlng!enLhuslasm!ls!an!lmporLanL!
one.!A!good!example!came!from!a!candldaLe!exclLed!abouL!a!promoLlon!LhaL!he!recelved.!Pe!
sald!LhaL!he!knew!LhaL!a!coworker!lnLervlewed!for!Lhe!promoLlon!and!dld!noL!geL!Lhe!poslLlon.!
Pe!sald!LhaL!he!carefully!declded!noL!Lo!rub!lL!ln!hls!face"!because!he!knew!hls!coworker!was!
dlsappolnLed.!Pe!also!approached!Lhe!coworker!and!dlscussed!Lhe!lssue.!1he!candldaLe's!
senslLlvlLy!abouL!Lhe!lssue!and!hls!behavlor!demonsLraLed!hls!awareness!of!Lhe!lmpacL!of!
expresslng!emoLlons.!
!
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18!
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Self"ConLrol!or!Self"ManagemenL:!Courage!or!AsserLlveness!
,-"%.$/0%!./!1%%"%%!B/-95D"!/9!1%%"9.$#"0"%%!
!
1)! 1ell! me! abouL! a! Llme! when! you! spoke! up! abouL! someLhlng! ln! Lhe! workplace.! WhaL! was! Lhe!
lssue?!Why!dld!you!speak!up!abouL!lL?!WhaL!dld!you!say?!WhaL!dld!oLhers!Lhlnk?!
!
2)!Pas!Lhere!ever!been!a!slLuaLlon!aL!work!where!you!wlsh!you!had!sald!someLhlng!ln!a!meeLlng!
or!encounLer!buL!dldn'L?!1ell!me!abouL!LhaL.!
!
3)!uescrlbe!whaL!you!dld!Lhe!lasL!Llme!someone!blamed!you!for!someLhlng!aL!work!LhaL!wasn'L!
your!faulL.!WhaL!dld!you!do?!
!
4)!uescrlbe!a!Llme!when!you!were!rlghL!and!you!knew!you!were!rlghL,!buL!Lhe!oLher!parLy!
(cusLomer,!coworker,!your!boss)!aL!work!dldn'L!belleve!you.!WhaL!dld!you!do?!
3)!1ell!me!abouL!a!Llme!when!you!felL!someLhlng!was!unfalr!aL!work.!WhaL!dld!you!do?!
6)!1ell!me!abouL!a!Llme!when!you!knew!LhaL!you!were!Lold!Lo!do!someLhlng!LhaL!you!LhoughL!
wasn'L!a!good!ldea.!WhaL!dld!you!do?!
lor!managers!or!leaders:!
7)!1ell!me!abouL!a!Llme!when!you!dlsagreed!abouL!Lhe!dlrecLlon!of!Lhe!company!or!a!pollcy.!
WhaL!dld!you!do?!
8)!uescrlbe!a!Llme!when!you!and!a!peer!were!aL!odds!abouL!a!parLlcular!declslon!or!dlrecLlon.!
WhaL!dld!you!do?!
9)!1ell!me!abouL!a!Llme!when!your!boss!had!a!parLlcular!oplnlon!LhaL!dlffered!from!yours.!WhaL!
dld!you!do?!
10)!1ell!me!abouL!a!Llme!when!you!dlsagreed!wlLh!a!goal!LhaL!you!were!Lold!Lo!achleve.!Pow!
dld!LhaL!go?!
11)!uescrlbe!a!dlfflculL!performance!dlscusslon!LhaL!you!had!wlLh!an!employee.!
12)!1ell!me!abouL!a!Llme!when!you!declded!noL!Lo!dlscuss!an!lssue!wlLh!an!employee.!WhaL!dld!
you!conslder?!
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19!
!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
Courage! Lo! speak! up! when! approprlaLe! engenders! many! flne! quallLles.! Cf! course,! recognlzlng!
how!and!when!Lo!speak!up!and!when!lL's!besL!Lo!leL!Lhlngs!go!depend!on!Lhe!person's!role!and!
Lhe!slLuaLlon.!CeLLlng!lnLo!an!argumenL!wlLh!a!cusLomer!over!who!ls!rlghL!may!be!a!huge!wasLe!
of! Llme! and! drlve! Lhe! cusLomer! away.! Powever,! speaklng! ouL! abouL! whaL! ls! rlghL! lf! you're! Lhe!
ClC! may! be! a! crlLlcal! [ob! funcLlon.! Cbvlously,! Lhen,! accuraLe! analysls! of! Lhe! answers! Lo! Lhese!
quesLlons!requlres!fllLerlng!Lhem!Lhrough!boLh!Lhe![ob!funcLlon!and!Lhe!slLuaLlon.!ln!advance!of!
Lhe! lnLervlew,! you'll! wanL! Lo! bulld! Lhe! case! for! when! Lhese! compeLencles! are! lmporLanL.! ln!
general,! Lhough,! you'll! be! assesslng! a! candldaLe's! llkellhood! of! speaklng! up! and! dolng! so! ln! a!
producLlve! manner! raLher! Lhan! belng! paralyzed! by! fear! or! lnerLla.! Cenerally,! Lhese! quesLlons!
form! an! lnLeresLlng! balance! wlLh! Lhe! quesLlons! abouL! anger! managemenL.! usually,!
LemperamenL! forces! people! Lo! be! on! one! slde! or! Lhe! oLher-elLher! Loo! asserLlve! or! noL!
asserLlve! enough.! ?ou're! noL! Lrylng! Lo! change! Lhe! person's! baslc! LemperamenL,! buL! raLher!
deLermlne!hls!or!her!baslc!Lendency!and!how!he!uses!pasL!experlence!Lo!know!how!Lo!navlgaLe!
Lhese! slLuaLlons.! Look! for! answers! LhaL! demonsLraLe! LhaL! Lhe! candldaLe! undersLand! hls! baslc!
Lendencles!and!has!Laken!sLeps!Lo!elLher!Lurn!up!or!Lurn!down!Lhe!volume!on!hls!asserLlveness!
so!LhaL!hls!behavlors!produce!Lhe!deslred!resulLs!wlLh!oLhers.!Also,!you!can!deLermlne!wheLher!
Lhe! candldaLe! has! Lhe! courage! Lo! Lake! responslblllLy! for! hls! envlronmenL! by! brlnglng! up!
slLuaLlons!LhaL!could!be!lmproved.!?ou!can!also!deLermlne!lf!Lhe!candldaLe!wlll!conLrlbuLe!ldeas!
and!suggesLlons!or![usL!go!along!wlLh!Lhe!sLaLus!quo.!
!
ln! a! managemenL! or! leadershlp! candldaLe,! look! for! excuses.! Some! people! say! Lhey! don'L!
confronL! negaLlve! behavlor! because! Lhey! know! Lhe! organlzaLlon! won'L! back! Lhem,! or! because!
Lhey!don'L!wanL!Lo!hurL!someone's!feellngs,!or!because!oLhers!wlll!decrease!producLlvlLy,!or!be"
cause! Lhe! Llmlng! wasn'L! rlghL.! 8e! on! Lhe! lookouL! for! answers! LhaL! suggesL! LhaL! Lhe! candldaLe!
sklrLs!lssues.!
!
lollow"up! quesLlons! LhaL! conslder!moLlve! provlde! anoLher!layer! of! lnformaLlon.! Ask,! Why! dld!
you! declde! Lo! speak! up?"! or! Why! dld! you! conslder! Lhls! lssue! lmporLanL?"! or! Why! dld! you!
declde!noL!Lo!speak!up?"!Agaln,!you'll!need!Lo!assess!Lhe!answers!by!Laklng!lnLo!conslderaLlon!
Lhe![ob!funcLlon!and!Lhe!culLure!of!Lhe!organlzaLlon.!
!
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20!
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Self"ConLrol!or!Self"ManagemenL:!8eslllence!
,-"%.$/0%!./!1%%"%%!!"%$>$"06"!
1)!1ell!me!abouL!a!Llme!when!you!felL!LhaL!you!were!defeaLed!aL!work.!WhaL!dld!you!do?!
2)!1ell!me!abouL!a!Llme!when!you!were!dlsLracLed!or!preoccupled!abouL!someLhlng.!WhaL!dld!
you!do?!
3)!1ell!me!abouL!a!Llme!when!you!felL!llke!glvlng!up!on!someLhlng.!WhaL!dld!you!do?!
4)!uescrlbe!a!Llme!when!you!dldn'L!Lhlnk!Lhlngs!could!geL!any!worse,!and!Lhen!Lhey!dld.!WhaL!
dld!you!do?!
3)!1ell!me!abouL!a!Llme!when!you!declded!Lo!glve!up!on!a!goal.!
6)!1ell!me!abouL!a!Llme!when!you!were!overwhelmed!aL!your!lasL![ob.!Pow!ofLen!does!LhaL!
occur?!WhaL!do!you!do!abouL!lL?!
7)!1alk!abouL!Lhe!lasL!Llme!you!were!crlLlclzed!aL!work.!Pow!dld!LhaL!go?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
lor! mosL! of! us,! llfe! [usL! lsn'L! rosy! all! Lhe! Llme.! 8y! asklng! people! Lo! assess! how! Lhey! reacL! Lo!
Lhose! Llmes! when! work! geLs! dlscouraglng! or! when! Lhey! feel! overwhelmed! lndlcaLes! how!
reslllenL!a!person!ls!durlng!Lhe!dlfflculL!Llmes.!ln!response!Lo!quesLlons!abouL!Lhese!slLuaLlons,!
mosL! people! wlll! wanL! Lo! fllLer! Lhelr! answers! Lo! presenL! only! a! poslLlve! plcLure,! so! seLLlng! Lhe!
Lone!for!an!honesL!dlscusslon!ls!lmporLanL!?ou!can!do!Lhls!by!sLaLlng,!We!know!LhaL!every!day!
can'L! be! a! greaL! day,! l'd! llke! Lo! know! more! abouL! Lhose! days! aL! work! LhaL! don'L! go! so! well."!
1hen! llsLen! for! Lhe! candldaLe's! ablllLy! Lo! bounce! back.! llrsL,! whaL! alerLs! Lhe! candldaLe! Lo! hls!
response! Lo! bad! days?!1hen,! does! Lhe! candldaLe! have! some! sorL! of! sysLem! Lo! recover! or! cope!
wlLh! Lhe! bad! days?! lf! posslble,! lL! would! also! be! useful! Lo! assess! how! many! of! Lhese! days! Lhe!
person!encounLers.![lf!every!day!ls!a!bad!day,!LhaL!may!be!cause!for!concern.)!
!
8e!sure!Lo!look!for!Lhe!meLhods!people!use!Lo!overcome!obsLacles.!lL's!noL!LhaL!reslllenL!people!
don'L! have! bad! days,! buL! Lhey! creaLe! ways! Lo! geL! Lhrough! Lhem.! CfLenLlmes,! reslllenL! people!
reallze! LhaL! Lhe! slLuaLlon! ls! Lemporary.! CLhers! say! Lhey! puL! Lhe! slLuaLlon! ln! perspecLlve.! Some!
say! Lhey! Lalk! lL! over! wlLh! a! confldanL! and! reallze! LhaL! Lhey! may! be! blowlng! Lhlngs! ouL! of!
proporLlon.! SLlll! oLhers! Lalk! abouL! whaL! Lhey! may! have! been! able! Lo! learn! from! Lhese! klnds! of!
experlences.! CandldaLes! who! dwell! on! Lhe! slLuaLlons,! place! blame,! consLanLly! run! away! from!
challenglng! slLuaLlons,! glve! up,! or! descrlbe! vlcLlm! or! powerlessness! behavlors! provlde! Lhe!
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21!
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lnLervlewer!wlLh!cause!for!concern.!
!
!
M/0-%!,-"%.$/0%N!1%%"%%$0D!1E59"0"%%!50&!B/0.9/>!20!H8"!O/3"0.!
An!lmporLanL!concepL!ln!emoLlonal!lnLelllgence!requlres!people!Lo!be!able!Lo!exerclse!boLh!self"
awareness! and! self"conLrol! ln! Lhe! momenL."! 8y! exerclslng! self"awareness! and! self"conLrol! ln!
Lhe! momenL,! we! avold! backLracklng,! hurL! feellngs,! and! wasLed! communlcaLlon.! lor! example,!
reallzlng! afLer! Lhe! facL! LhaL! an! acLlon! or! behavlor! caused! harm! or! was! lnapproprlaLe! proves!
beLLer! Lhan! noL! belng! aware! aL! all,! buL! lL! sLlll! requlres! Lhe! person! Lo! go! back! and! rlghL! Lhe!
slLuaLlon.! erhaps! Lhe! slLuaLlon! requlred! an! apology,! or! a! dlscusslon! Lo! clear! Lhe! alr.! Cne!
manager! summed! lL! up! by! sLaLlng! LhaL! she! LhoughL! abouL! how! she! LreaLed! a! parLlcular!
employee!and!reallzed!LhaL!she!lacked!paLlence!ln!Lhe!slLuaLlon.!She!declded!Lo!apologlze!Lo!Lhe!
employee!and!Lhen!seL!aslde!Llme!Lo!llsLen!Lo!Lhe!employee's!lssue.!
!
Powever,!lf!a!person!can!recognlze!and!exerclse!self"awareness!and!self"conLrol!as!Lhe!slLuaLlon!
unfolds,! she! can! Lhen! choose! Lo! acL! ln! an! approprlaLe! manner,! Lhus! ellmlnaLlng! unnecessary!
Lurmoll! or! backLracklng.! lf! Lhe! manager! ln! Lhe! example! ln! Lhe! lasL! paragraph! reallzed! LhaL! her!
lmpaLlence! affecLed! Lhe! way! she! lnLeracLed! wlLh! Lhe! employee,! she! could! have! ad[usLed! her!
behavlor! on! Lhe! spoL.! lnLervlewers! and! hlrlng! managers! should! assess! wheLher! a! candldaLe! ls!
aware!and!ad[usLs!her!behavlor!ln!Lhe!momenL.!
!
,-"%.$/0%!./!1%%"%%!1E59"0"%%!50&!B/0.9/>!$0!.8"!O/3"0.!
!
1)! 1ell! me! abouL! a! Llme! when! you! reallzed! LhaL! a! conversaLlon! wasn'L! golng! very! well.! (ls! Lhe!
candldaLe!able!Lo!reallze!durlng!Lhe!slLuaLlon!Lhe!dynamlcs!of!Lhe!slLuaLlon?)!WhaL!dld!you!do?!
(ls!Lhe!candldaLe!able!Lo!redlrecL!Lhe!conversaLlon!for!a!beLLer!ouLcome?)!
2)! 1ell! me! abouL! a! Llme! when! you! reallzed! LhaL! you! weren'L! speaklng! up! durlng! a! meeLlng.!
WhaL!dld!you!do?!!
3)! 1ell! me! abouL! a! Llme! when! you! reallzed! LhaL! someLhlng! was! besL! lefL! unsald.! WhaL! dld! you!
do?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
When!exerclslng!emoLlonal!lnLelllgence!ln!Lhe!momenL,!a!person!chooses!Lo!redlrecL!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
22!
!
conversaLlons!or!acLlons!as!Lhey!unfold.!1he!lnLervlewer!should!look!for!examples!where!Lhe!
candldaLe!sLaLes!LhaL!&-9$0D!a!conversaLlon!or!encounLer,!she!sLeered!Lhe!conversaLlon!ln!a!
more!producLlve!dlrecLlon.!AlLhough!lL!may!prove!dlfflculL!for!Lhe!candldaLe!Lo!come!up!wlLh!
examples,!Lhese!klnds!of!dlsplays!of!emoLlonal!lnLelllgence!speak!volumes.!A!Lyplcal!example!
mlghL!be:!1he!oLher!day!l!was!on!Lhe!Lelephone!asklng!for!some!lnformaLlon!from!a!peer!ln!
anoLher!deparLmenL.!1he!peer,!ln!a!curL!volce,!sald!she!dldn'L!have!Llme!Lo!glve!me!Lhe!
lnformaLlon.!l!was!annoyed!aL!her!answer,!buL!lmmedlaLely!l!LhoughL,!lL!lsn'L!golng!Lo!geL!me!
anywhere!Lo!be!curL!ln!reLurn.!1herefore,!l!LhoughL!abouL!her!slLuaLlon!and!l!sald,!'l!reallze!lL's!
Lhe!end!of!Lhe!monLh!and!you're!probably!swamped.!ln!facL,!l!haLe!Lo!boLher!you!wlLh!Lhls!
requesL!when!l!know!you!have!so!many!oLher!Lhlngs!Lo!do.'!She's!a!very!reasonable!person,!so!
she!sald,!'l'm!sorry.!l!really!am!swamped!and!we're!shorLhanded!Loday.!l!know!you!need!Lhls.!l!
can!geL!Lhls!Lo!you!afLer!lunch.!Would!LhaL!be!okay?'!1hls!candldaLe!was!able!Lo!glve!a!
concreLe!example!of!a!Llme!when!she!Look!sLeps!Lo!exerclse!emoLlonal!lnLelllgence!durlng!Lhe!
encounLer!LhaL!resulLed!ln!a!more!poslLlve!ouLcome.!Pad!she!acLed!on!Lhe!facL!LhaL!she!was!
annoyed!aL!belng!puL!off!by!her!peer,!she!could!have!escalaLed!Lhe!confllcL.!1o!esLabllsh!
awareness!ln!Lhe!momenL,!look!for!evldence!of!boLh!resLralnL!ln!escalaLlng!confllcL!and!also!
examples!of!havlng!Lhe!courage!Lo!speak!up!when!approprlaLe.!8oLh!facLors!conLrlbuLe!Lo!
successful!lnLeracLlons.!
!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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23!
!
Self"ConLrol!or!Self"ManagemenL:!lannlng!Lhe!1one!of!
ConversaLlons!
,-"%.$/0%!./!1%%"%%!A>500$0D!.8"!H/0"!/F!B/0#"9%5.$/0%!
!
1)!1ell!me!abouL!a!Llme!when!you!dellberaLely!planned!Lhe!Lone!of!a!parLlcular!conversaLlon.!
(1hls!lndlcaLes!LhaL!Lhe!candldaLe!ls!aware!LhaL!Lone!affecLs!ouLcome.)!Pow!dld!you!do!LhaL?!
(1hls!lndlcaLes!sklll.)!WhaL!resulL!dld!lL!have?!
2)!ln!your!presenL![ob,!can!you!Lell!me!abouL!some!slLuaLlons!when!you!musL!Lhlnk!abouL!how!
you!are!golng!Lo!say!someLhlng!before!saylng!lL?!WhaL!musL!you!conslder?!
3)!1ell!me!abouL!a!Llme!when!you!planned!Lhe!way!you!phrased!a!problem!or!slLuaLlon!so!LhaL!
you!could!geL!Lhe!besL!resulL.!
4)!1ell!me!abouL!a!Llme!when!you!mlssed!an!opporLunlLy!Lo!seL!Lhe!Lone!ln!a!dlscusslon.!WhaL!
happened?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
!usL! as! sLraLegy! facLors! lnLo! buslness! success,! sLraLegy! also! facLors! lnLo! our! success! ln! our!
human! relaLlonshlps.! 8y! sLraLeglzlng! Lo! geL! Lhe! besL! ouLcome! from! a! conversaLlon,! a! person!
dellberaLely!deLermlnes!how!Lo!lnLeracL!ln!a!producLlve!manner.!When!Lhe!candldaLe!answers!
Lhese! quesLlons,! Lhe! lnLervlewer! should! look! for! how! Lhe! candldaLe! planned! and! prepared! for!
Lhe! conversaLlon! by! anLlclpaLlng! Lhe! reacLlons! of! Lhe! oLher! parLy.! lor! example,! Lhe! candldaLe!
may!relay!a!slLuaLlon!slmllar!Lo!Lhe!followlng:!l!had!Lo!Lalk!Lo!a!coworker!abouL!a!problemaLlc!
slLuaLlon.!Larller,!we!had!a!sLaff!meeLlng!and!declded!on!several!acLlons!LhaL!we!could!Lake!Lo!
help! one! anoLher! meeL! Lhe! end"of"day! cuLoff! deadllne! for! runnlng! work.! 1he! coworker! wasn'L!
dolng! someLhlng! LhaL! we! agreed! Lo! aL! our! sLaff! meeLlng! and! lL! was! affecLlng! my! resulLs.! l!
LhoughL!abouL!how!he!mlghL!reacL.!l!anLlclpaLed!LhaL!he!could!geL!defenslve!when!l!approached!
hlm.!So,!l!declded!Lo!open!Lhe!conversaLlon!by!saylng!LhaL!several!of!Lhe!acLlons!he!was!Laklng!
as! a! resulL! of! our! sLaff! meeLlng! were! really! helplng! me! meeL! my! deadllnes,! and! l! Lhanked! hlm!
for! LhaL.! l! asked! lf! Lhlngs! were! okay! from! hls! perspecLlve,! regardlng! Lhe! new! acLlons.! 1hen! l!
broached!Lhe!sub[ecL!of!Lhe!problem.!l'm!so!glad!l!declded!Lo!Lhlnk!abouL!how!Lo!approach!hlm,!
because!he!was!very!open!Lo!Lalklng!abouL!Lhe!problem.!lf!l!had![usL!come!ouL!and!accused!hlm!
of! noL! dolng! someLhlng! we! agreed! Lo,! he! would! have! had! a! very! negaLlve! reacLlon."! ln! Lhls!
example,!Lhe!lnLervlewer!can!see!LhaL!Lhe!candldaLe!was!senslLlve!Lo!Lhe!facL!LhaL!he!could!seL!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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24!
!
Lhe! Lone! of! Lhe! dlscusslon! by! Lhe! way! he! approached! hls! coworker.! 1he! candldaLe! gave!
foreLhoughL!Lo!hls!sLraLegy!and!dellvered!lL!ln!a!way!LhaL!achleved!a!poslLlve!resulL.!
!
Cf!course,!Lhls!sklll!always!has!Lhe!poLenLlal!for!abuse.!lf!a!person!seLs!Lhe!Lone!wlLh!Lhe!goal!of!
creaLlng!ouLcomes!LhaL!beneflL!only!her!or!lf!she!uses!an!lnslncere!Lone,!she!can!be!consldered!
manlpulaLlve.! Asklng! candldaLes! Lo! fully! descrlbe! Lhe! slLuaLlon! or! ouLcomes! allows! for! a! fuller!
dlsclosure! of! Lhe! facLs.! Also,! problng! quesLlons! abouL! moLlve! clarlfy! Lhe! candldaLe's! lnLenLlons!
and! slncerlLy.! Cne! candldaLe! seeklng! approval! of! Lhe! lead! englneer! sald,! l! knew! lf! l! buLLered!
Ceorge! up,! l'd! geL! hls! approval! for! Lhe! pro[ecL! and! l'd! look! llke! a! hero! Lo! Lhe! guys! upsLalrs."!
AlLhough! Lhls! candldaLe!may! be! slncere,! furLher!problng! ls! ln! order! because! aL! face! value,! Lhls!
response! sounds! qulLe! manlpulaLlve.! Also,! Lhe! candldaLe's! moLlves! seem! corrupL.! A! more! ln"
depLh!dlscusslon!of!manlpulaLlon!and!oLher!warnlng!slgns!for!lnLervlewers!and!hlrlng!managers!
follows!ln!Lhe!lasL!chapLer!of!Lhls!book.!
!
!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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23!
!
LmpaLhy:!8especLful!LlsLenlng!
,-"%.$/0%!./!1%%"%%!!"%4"6.F->!Q$%."0$0D!
!
1)!1hlnk!abouL!a!Llme!when!you!dldn'L!undersLand!someLhlng!ln!Lhe!workplace.!WhaL!dld!you!
do?!
2)!uescrlbe!a!slLuaLlon!when!you!dldn'L!undersLand!why!someone!was!acLlng!a!cerLaln!way!or!
Laklng!a!cerLaln!poslLlon!on!some!lssue.!WhaL!dld!you!do?!
3)!uescrlbe!a!Llme!when!you![umped!Lo!concluslons.!
4)!1ell!me!abouL!a!conversaLlon!wlLh!a!coworker,!employee,!or!cusLomer!LhaL!dldn'L!go!very!
well.!WhaL!speclflcally!occurred?!
lor!managers!or!leaders:!
!
3)!1ell!me!abouL!a!Llme!when!you!learned!someLhlng!by!llsLenlng!Lo!an!employee.!
!
6)!uescrlbe!a!Llme!when!you!asked!someone!for!lnformaLlon!abouL!a!problem.!
!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
LlsLenlng!skllls!have!many!dlfferenL!levels!of!compeLency.!LlsLenlng!Lo!galn!lnformaLlon!helps!
Lhe!candldaLe!learn!someLhlng.!1he!candldaLe!should!be!able!Lo!glve!examples!when!she!asked!
clarlfylng!quesLlons,!probed,!or!oLherwlse!asked!quesLlons,!and!Lhen!llsLened!Lo!Lhe!answers!Lo!
dlscern!lnformaLlon.!LlsLenlng!for!lnformaLlon!provldes!payoffs!ln!Lerms!of!quallLy!and!cosLs.!
Accordlng!Lo!an!arLlcle!ln!,-5>$.@!A9/D9"%%\!Lwo!case!sLudles!presenLed!clear!evldence!LhaL!
llsLenlng!Lo!workers!can!resulL!ln!blg!payback!opporLunlLles,!whlch!ln!Lurn!resulL!ln!cosL!and!
quallLy!lmprovemenLs.
2!
lundamenLal!Lo!Lhe!enLlre!quallLy!movemenL!ls!Lhe!ldea!LhaL!soluLlons!
Lo!problems!come!from!llsLenlng!Lo!Lhe!people!who!are!closesL!Lo!Lhe!work.!Cbvlously,!
managers!and!leaders!should!demonsLraLe!ln!Lhe!lnLervlew!process!LhaL!Lhey!llsLen!Lo!
lnformaLlon!from!a!wlde!varleLy!of!sources.!
!
1he! nexL! level! of! llsLenlng! requlres! Lhe! candldaLe! Lo! glve! examples! of! how! he! soughL! Lo!
undersLand!someone's!poslLlon!or!acLlons!LhaL!were!dlfferenL!from!hls!own.!ln!Lhese!examples,!
Lhe! candldaLe! should! glve! examples! of! how! llsLenlng! helped! hlm! beLLer! undersLand! Lhe!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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26!
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underlylng! lssues,! values,! or! feellngs! assoclaLed! wlLh! anoLher! person's! poslLlon.! WaLch! for! Lhe!
candldaLe's! summary! of! Lhls! slLuaLlon.! uoes! he! end! lL! wlLh,! l! sLlll! can'L! undersLand! how!
someone!could!Lake!such!a!poslLlon."!Cr!dld!Lhe!candldaLe!walk!away!wlLh!a!beLLer!and!deeper!
undersLandlng?!Pe!may!sLlll!dlsagree!wlLh!Lhe!oLher!person's!poslLlon,!buL!he!may!demonsLraLe!
a!dlfferenL!aLLlLude!abouL!Lhe!person!and!hls!vlews.!Also,!waLch!for!a!respecLful!Lone!durlng!Lhe!
descrlpLlon!of!Lhe!encounLer.!lf!Lhe!candldaLe!descrlbes!a!slLuaLlon!ln!a!Lone!LhaL!ls!lncredulous!
of! Lhe! oLher! person's! bellefs! or! acLlons,! you! can! beL! LhaL! Lhe! same! Lone! comes! across! ln! hls!
encounLers!wlLh!oLhers.!Pe's!probably!noL!llsLenlng!Lo!undersLand,!buL!raLher!llsLenlng!Lo!prove!
hls!polnL.!
!
Asklng!for!conLrary!evldence!always!adds!a!deeper!dlmenslon!Lo!Lhe!lnLervlew!process.!8y!
asklng!abouL!Llmes!when!a!candldaLe![umped!Lo!concluslons!or!when!a!conversaLlon!dldn'L!go!
very!well,!Lhe!lnLervlewer!galns!lmporLanL!lnformaLlon!abouL!self"awareness!and!Lhe!reflecLlon!
meLhods!Lhe!candldaLe!employs!ln!Lhe!area!of!llsLenlng.!
!
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27!
!
LmpaLhy,!leellng!Lhe!lmpacL!on!CLhers!
,-"%.$/0%!./!1%%"%%!S"">$0D!.8"!23456.!/0!7.8"9%!
!
1)!1ell!me!abouL!a!slLuaLlon!when!you!sensed!someLhlng!was!boLherlng!a!peer!or!coworker.!
Pow!dld!you!know?!WhaL!dld!you!do?!
2)!uescrlbe!a!slLuaLlon!when!you!knew!LhaL!someLhlng!was!wrong!wlLh!a!relaLlonshlp!you!had!
wlLh!a!peer,!cusLomer,!or!supervlsor.!WhaL!dld!you!do?!
3)!8elaLe!a!slLuaLlon!ln!whlch!you!deLermlned!LhaL!someLhlng!LhaL!you!dld!or!sald!dldn'L!go!over!
very!well.!Pow!dld!@/-!know?!
4)!uescrlbe!a!Llme!when!you!sald!or!dld!someLhlng!LhaL!had!a!negaLlve!effecL!on!someone!
3)!uescrlbe!a!Llme!when!you!dld!or!sald!someLhlng!LhaL!had!a!negaLlve!effecL!on!someone!and!
you!were!unaware!of!lL!unLll!someone!else!broughL!lL!Lo!your!aLLenLlon.!
lor!managers!or!leaders:!
6)!1ell!me!abouL!a!Llme!when!you!sensed!LhaL!an!employee!was!sLruggllng.!Pow!dld!you!know?!
WhaL!dld!you!do?!
7)!1ell!me!abouL!a!Llme!when!you!noLlced!LhaL!your!sLaff!was!overwhelmed.!Pow!dld!you!
know?!!WhaL!dld!you!do?!
8)!uescrlbe!a!Llme!when!a!change!you!were!lmplemenLlng!caused!sLress!for!your!sLaff.!Pow!dld!
you!know?!WhaL!dld!you!do?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
Look!for!empaLhy!LhaL!emanaLes!from!wlLhln!Lhe!candldaLe.!lf!we!musL!rely!on!oLhers!Lo!brlng!
Lo!our!aLLenLlon!occurrences!LhaL!requlre!empaLhy,!Lhen!Lhe!effecLlveness!of!our!lnLeracLlons!
dlmlnlshes.!uld!Lhe!candldaLe's!undersLandlng!come!from!wlLhln?!uurlng!Lhe!lnLervlew!process,!
Lhese!quesLlons!can!help!you!deLermlne!wheLher!Lhe!candldaLe!undersLands,!expresses,!or!
dlsplays!empaLhy!Loward!oLhers.!Look!for!evldence!LhaL!Lhe!candldaLe!reads!nonverbal!cues,!
noLlces!nuances!or!dlfferences!ln!people's!behavlor,!or!oLherwlse!recognlzes!cues!LhaL!lndlcaLe!
LhaL!someLhlng!was!amlss.!1hen!assess!Lhe!candldaLe's!acLlons.!uld!she!approach!Lhe!person?!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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28!
!
uld!she!choose!Lo!lgnore!Lhe!behavlor?!uld!she!open!dlalogue?!uld!she!lower!sLandards!or!
expecLaLlons?!uld!she!rescue!Lhe!person?!(More!lnformaLlon!abouL!expressed!empaLhy!appears!
ln!Lhe!nexL!secLlon,!Servlce!CrlenLaLlon-ueslre!Lo!Pelp!CLhers.")!
!
Cne!candldaLe!who!noLlced!LhaL!a!coworker!was!sLressed!by!some!recenL!sofLware!changes!
sald!LhaL!he!wroLe!a!fake!memo!from!Lhe!head!of!Lhe!l1!deparLmenL!sLaLlng!LhaL!Lhe!sofLware!
was!golng!Lo!be!dlsconLlnued!because!lL!was!dlfflculL!Lo!use.!1hls!candldaLe!was!qulLe!capable!
of!readlng!Lhe!slLuaLlon!buL!falled!sharply!when!lL!came!Lo!expresslng!empaLhy.!needless!Lo!
say,!hls!acLlons!caused!even!more!harm.!1hey!also!vlolaLed![usL!abouL!every!work!rule!
lmaglnable.!SomeLlmes!Lhe!answers!you!geL!Lo!Lhese!quesLlons!wlll!amaze!you!!
!
1he!person!who!ls!well!meanlng!buL!unable!Lo!undersLand!hls!lmpacL!may!well!fall!shorL!of!Lhe!
requlremenLs!for!a![ob!LhaL!requlres!lnLeracLlons!wlLh!oLhers.!Assess!Lhe!person's!level!of!
awareness!and!how!ln!Lune!he!ls!wlLh!how!oLhers!are!experlenclng!hlm.!lf!a!candldaLe!sLruggles!
Lo!come!up!wlLh!an!answer!Lo!Lhese!quesLlons,!he!may!lack!empaLhy!and!be!unable!Lo!
recognlze!Lhe!pllghL!of!oLhers.!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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29!
!
LmpaLhy:!Servlce!CrlenLaLlon!
,-"%.$/0%!./!1%%"%%!<"9#$6"!79$"0.5.$/0!
!
1)!1ell!me!abouL!a!Llme!when!you!offered!asslsLance!Lo!someone!wlLhouL!belng!asked.!WhaL!dld!
you!do?!
2)!uescrlbe!a!slLuaLlon!when!you!offered!asslsLance!Lo!someone!even!Lhough!lL!was!ouLslde!of!
your![ob!descrlpLlon.!WhaL!dld!you!do?!
3)!8elaLe!an!lnsLance!when!someone!needed!help!and!you!couldn'L!help!hlm.!WhaL!dld!you!do?!
4)!1ell!me!abouL!a!Llme!when!you!recognlzed!LhaL!someone!needed!help.!WhaL!dld!you!do?!
3)!uescrlbe!a!slLuaLlon!when!you!were!asked!Lo!help!someone!aL!work.!WhaL!dld!you!Lhlnk!
abouL!LhaL?!
6)!Was!Lhere!ever!a!Llme!when!you!resenLed!helplng!someone!aL!work?!1ell!me!abouL!LhaL.!
!
lor!Lhe!manager!or!leader:!
!
7)!1ell!me!abouL!a!Llme!when!an!employee!was!sLruggllng.!WhaL!dld!you!do?!
!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
As!we!sald!earller,!servlce!orlenLaLlon!ls!lmporLanL.!ln!Lhls!serles!of!quesLlons,!Lhe!lnLervlewer!
should!be!deLermlnlng!wheLher!Lhe!candldaLe!ls!helpful!wlLhouL!belng!asked.!llrsL,!ls!Lhe!
candldaLe!able!Lo!see!Lhe!need?!Second,!ls!Lhe!candldaLe!wllllng!Lo!asslsL?!1he!lnLervlewer!wlll!
be!able!Lo!deLermlne!Lhls!by!how!readlly!Lhe!candldaLe!can!come!up!wlLh!concreLe!examples!of!
when!she!offered!asslsLance!Lo!oLhers.!Look!for!a!wlde!varleLy!of!examples.!ln!oLher!words,!dld!
Lhe!candldaLe!help!coworkers?!Pow!abouL!peers!from!oLher!deparLmenLs?!Also!look!for!Lhe!
candldaLe's!wllllngness!Lo!asslsL!ouLslde!her![ob!descrlpLlon.!Lven!a!small!Lhlng!llke!Lhe!example!
of!Lhe![anlLor!offerlng!dlrecLlons!wlLhouL!belng!asked,!ls!an!example!of!a!person!asslsLlng!oLhers!
ouLslde!hls![ob!descrlpLlon.!lL's!also!Lelllng!when!a!person!can!deLermlne!LhaL!someone!ls!
sLruggllng!or!confused!and!Lhen!offers!asslsLance!accordlngly.!Someone!who!ls!servlce!orlenLed!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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30!
!
yeL!unable!Lo!dlrecLly!asslsL!anoLher!person!wlll!ofLen!serve!as!a!broker!or!condulL!for!Lhe!
person!needlng!asslsLance.!ln!oLher!words,!Lhe!servlce"orlenLed!lndlvldual!wlll!make!a!phone!
call!or!lnLroduce!someone!who!can!help!Lhe!person!ln!need,!or!wlll!dlrecL!Lhe!person!Lo!
someone!who!wlll!know!Lhe!answer.!eople!who!are!servlce!orlenLed!can'L!always!solve!a!prob"
lem,!buL!Lhey!are!concerned!enough!abouL!a!person!who!needs!help!Lo!dlrecL!her!Lo!someone!
who!can.!
!
1here!are!a!few!cauLlons!Lo!conslder!when!evaluaLlng!servlce!orlenLaLlon.!1he!lnLervlewer!wlll!
need!Lo!deLermlne!wheLher!Lhe!candldaLe!ls!aware!of!when!he!ls!belng!Laken!advanLage!of!by!a!
needy"!coworker,!someone!who!always!seems!Lo!need!help.!1hls!klnd!of!manlpulaLlon!on!Lhe!
parL!of!Lhe!coworker!can!be!parLlcularly!challenglng!for!someone!wlLh!a!sLrong!servlce!
orlenLaLlon.!1here!ls!a!flne!llne!beLween!belng!helpful!and!belng!used-alLhough!Lo!err!on!Lhe!
slde!of!belng!helpful!ls!preferred.!1haL's!why!Lhe!quesLlon!abouL!wheLher!or!noL!Lhe!candldaLe!
has!ever!resenLed!helplng!someone!ls!lmporLanL.!lL!wlll!glve!Lhe!lnLervlewer!an!ldea!abouL!how!
Lhe!candldaLe!balances!Lhese!polnLs.!
!
AnoLher!cauLlon!applles!Lo!managers!or!leaders!who!dlsplay!resculng!behavlor.!8esculng!
behavlor!resulLs!when!compasslon!for!an!employee!who!ls!sLruggllng!causes!Lhe!manager!Lo!
lower!or!compromlse!sLandards.!1he!manager!may!also!glve!Lhe!work!Lo!oLher!more!capable!
people!Lo!cover!for!Lhe!employee!who!ls!sLruggllng.!8elng!empaLhlc!Loward!employees!who!are!
sLruggllng!does!noL!mean!LhaL!a!manager!should!forgo!sLandard!performance"managemenL!
Lechnlques.!Cn!Lhe!conLrary,!empaLhy!should!serve!as!an!enLree!Lo!Lhe!performance"
managemenL!dlscusslon.!LmpaLhy!wlll!also!enable!Lhe!manager!Lo!bulld!rapporL!wlLh!Lhe!
sLruggllng!employee,!Lhus!bulldlng!a!brldge!for!beLLer!performance.!
!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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31!
!
Soclal!LxperLness:!8ulldlng!8elaLlonshlps!
,-"%.$/0%!./!1%%"%%!M-$>&$0D!!">5.$/0%8$4%!
!
1)!Who!are!some!key!people!wlLhln!your!organlzaLlon!who!you!currenLly!musL!work!wlLh!on!a!
regular!basls!Lo!geL!your!work!done?!uescrlbe!your!relaLlonshlps!wlLh!Lhese!people.!
2)!! uescrlbe!your!presenL!responslblllLy!for!bulldlng!and!malnLalnlng!relaLlonshlps!aL!work.!
Whom!do!you!bulld!relaLlonshlps!wlLh?!Pow?!Why?!
3)!1ell!me!abouL!a!Llme!when!you!were!able!Lo!geL!someLhlng!done!aL!work!because!of!a!
relaLlonshlp!you!had!wlLh!anoLher!person.!
4)!1ell!me!abouL!some!of!Lhe!people!whom!you!have!Lo!work!wlLh!on!a!regular!basls!LhaL!@/-!
flnd!dlfflculL!Lo!geL!along!wlLh.!WhaL!have!you!done!Lo!bulld!sLronger!relaLlonshlps!wlLh!Lhese!
people?!
3)!1ell!me!abouL!a!slLuaLlon!when!you!won!someone!over"!aL!work.!WhaL!dld!you!do?!
6)!1ell!me!abouL!someone!who!ls!reslsLanL!Lo!you.!WhaL!dld!you!do?!
7)!1ell!me!abouL!your!relaLlonshlp!wlLh!your!manager.!WhaL!works!well?!WhaL!would!you!llke!
Lo!see!lmproved?!
8)!WhaL!do!you!do!LhaL!makes!you!a!good!follower?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
1he!lnLervlewer!should!deLermlne!whaL!sLeps!Lhe!candldaLe!Lakes!Lo!bulld!relaLlonshlps.!uoes!
she!Lake!acLlve!sLeps!Lo!bulld!solld!worklng!relaLlonshlps?!Cr!ls!she!unaware!of!how!Lo!bulld!
worklng!relaLlonshlps?!ldeally,!Lhe!candldaLe!should!recognlze!and!Lake!sLeps!Lo!acLlvely!bulld!
relaLlonshlps.!Lvldence!of!sLeps!would!lnclude!belng!frlendly!Loward!oLhers!by!saylng!good!
mornlng,!asklng!lf!Lhere!ls!anyLhlng!a!coworker!needs,!lnvlLlng!people!Lo!express!concerns,!
llsLenlng!Lo!oLhers'!ldeas,!asklng!for!lnpuL,!followlng!Lhrough!on!commlLmenLs,!Laklng!sLeps!Lo!
lnclude!people!ln!meeLlngs,!and!flndlng!ways!Lo!asslsL!when!posslble.!Accordlng!Lo!a!sLudy!ln!
Lhe!]/-905>!/F!79D50$U5.$/05>!M"85#$/9!O505D"3"0.\!Lhese!Lypes!of!expresslons!of!poslLlve!
psychology!ln!Lhe!workplace!by!peers!and!managemenL!lead!Lo!enhanced!saLlsfacLlon,!
moLlvaLlon,!and!producLlvlLy!and!creaLe!a!poslLlve!workplace!cllmaLe.
11!
1he!proacLlve!sLeps!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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32!
!
Laken!by!Lhe!candldaLe!should!be!work!relaLed.!We're!noL!looklng!for!people!who!develop!
frlendshlps!aL!work.!We're!looklng!for!candldaLes!who!value!and!Lake!acLlons!Lo!bulld!
honorable!and!respecLful!worklng!relaLlonshlps.!
!
When!asklng!Lhe!candldaLe!abouL!someone!who!ls!dlfflculL!Lo!geL!along!wlLh,!look!for!evldence!
LhaL!Lhe!candldaLe!has!Lrled!Lo!bulld!a!relaLlonshlp!wlLh!Lhe!dlfflculL!coworker.!A!few!people!are!
[usL!very!conLrary,!and!no!amounL!of!efforL!may!change!LhaL.!We!don'L!expecL!candldaLes!Lo!
have!perfecL!worklng!relaLlonshlps!wlLh!100!percenL!of!Lhelr!coworkers,!buL!we!do!expecL!
candldaLes!Lo!geL!along!well!wlLh!mosL!people.!8e!sure!Lo!probe!lf!someone!says!he!geLs!along!
wlLh!everyone.!1haL's!Lhe!klnd!of!paL!answer!LhaL!begs!for!clarlflcaLlon.!8espond!wlLh!lL!sounds!
llke!you're!worklng!wlLh!a!greaL!Leam.!MosL!of!us,!however,!aL!some!polnL!ln!our!pasL,!have!
encounLered!a!Leam!member!LhaL!lsn'L!easy!Lo!geL!along!wlLh.!Can!you!Lell!me!abouL!someone!
ln!your!pasL!who!was!more!dlfflculL?"!
!
AnoLher!lmporLanL!conslderaLlon!ls!how!Lhe!candldaLe!vlews!hls!relaLlonshlp!wlLh!hls!boss.!
uoes!he!vlew!Lhe!boss!as!someone!wlLh!whom!he!should!acLlvely!be!Laklng!sLeps!Lo!bulld!a!
relaLlonshlp?!WhaL!ls!he!dolng!Lo!ensure!a!solld!relaLlonshlp?!ln!Lhls!regard,!Lhe!lnLervlewer!can!
assess!how!Lhe!candldaLe!keeps!hls!boss!lnformed,!how!he!supporLs!hls!boss's!mlsslon,!and!
how!he!works!as!a!Leam!member!wlLh!hls!boss.!1he!relaLlonshlp!wlLh!Lhe!boss!ls!abouL!belng!a!
good!follower.!WhaL!Lype!of!follower!skllls!ls!Lhe!candldaLe!expresslng?!Cood!followers!are!noL!
yes"people.!1hey!are!open!Lo!dlrecLlon,!offer!suggesLlons,!glve!honesL!lnpuL,!puL!Lhe!
deparLmenL!(and!Lhe!boss)!ln!Lhe!besL!llghL,!seek!Lo!undersLand!Lhe!deparLmenL's!mlsslon,!and!
help!oLhers!wlLhln!and!ouLslde!Lhe!organlzaLlon!Lo!geL!Lhe!besL!from!Lhelr!deparLmenL.!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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33!
!
Soclal!LxperLness:!CollaboraLlon!
,-"%.$/0%!./!1%%"%%!B/>>5;/95.$/0!
!
1)!1ell!me!how!you!recenLly!solved!a!work!problem.!WhaL!process!dld!you!use?!
2)!uescrlbe!a!Llme!when!you!had!Lo!solve!a!problem!LhaL!lnvolved!or!affecLed!oLher!people!
wlLhln!Lhe!company.!Pow!dld!you!solve!lL?!
3)!Pave!you!ever!lmplemenLed!an!ldea!or!solved!a!problem!and!had!your!soluLlon!meeL!wlLh!
reslsLance?!WhaL!do!you!Lhlnk!you!could!have!done!Lo!avold!Lhe!reslsLance?!
4)!uescrlbe!a!Llme!when!you!soughL!someone's!ldeas!or!oplnlons!abouL!a!pro[ecL!or!ldea!you!
were!worklng!on.!
3)!Was!Lhere!ever!a!Llme!when!you!re[ecLed!someone's!ldea!or!oplnlon!abouL!a!pro[ecL?!1ell!me!
abouL!LhaL.!
6)!1ell!me!abouL!a!Llme!when!you!offered!your!ldea!or!oplnlon!Lo!someone.!
7)!uescrlbe!a!Llme!when!your!lnpuL!lmproved!someone's!work.!
8)!Pave!you!ever!offered!an!ldea!or!oplnlon!aL!work!and!had!noLhlng!Lo!galn!from!lL?!1ell!me!
abouL!LhaL.!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
1he!lnLervlewer!should!be!looklng!for!Lwo!speclflc!Lypes!of!acLlons:!acLlons!LhaL!Lhe!candldaLe!
Look!Lo!lnvlLe!collaboraLlon!and!acLlons!LhaL!demonsLraLe!LhaL!Lhe!candldaLe!acLed!
collaboraLlvely!wlLh!oLhers.!
!
1he!candldaLe!should!be!able!Lo!descrlbe!Llmes!when!he!dellberaLely!soughL!ouL!Lhe!ldeas!or!
suggesLlons!of!oLhers.!As!Lhe!lnLervlewer!or!hlrlng!manager,!you!should!look!for!proacLlve!sLeps!
on!Lhe!parL!of!Lhe!candldaLe!LhaL!lnvlLe!oLhers!lnLo!Lhe!problem"solvlng!or!ldea!phase!of!a!
pro[ecL.!CollaboraLlon!lsn'L!abouL!Lelllng!people!afLerward.!1haL!mlghL!quallfy!as!good!
communlcaLlon,!buL!lL's!noL!collaboraLlon.!lf!collaboraLlon!ls!Lhe!compeLency!LhaL!you!deslre,!
look!for!acLlon!sLeps.!Also,!follow!up!wlLh!quesLlons!LhaL!clarlfy!Lhe!speclflc!Lype!of!lnpuL!Lhe!
candldaLe!was!seeklng.!Also,!ask!follow"up!quesLlons!Lo!deLermlne!whaL!Lhe!candldaLe!dld!wlLh!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
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34!
!
Lhe!lnpuL.!lf!Lhe!candldaLe!asked!for!lnpuL!buL!dldn'L!use!lL,!whaL!sLeps!dld!she!Lake!up!fronL!and!
afLerward!Lo!ensure!LhaL!people!sLlll!felL!respecLed!or!valued.!noLhlng!can!be!more!
demorallzlng!Lhan!Lo!be!asked!for!lnpuL!and!Lhen!have!LhaL!lnpuL!lgnored.!AcLlon!sLeps!Lo!
mlLlgaLe!Lhls!Lype!of!slLuaLlon!mlghL!lnclude!asklng!for!lnpuL!on!any!of!Lhree!accepLable!
soluLlons,!Lelllng!people!speclflc!reasons!why!Lhelr!lnpuL!could!noL!be!used,!and!maklng!clear!Lo!
people!LhaL!you!are!seeklng!advlsers,!noL!declslon!makers,!ln!Lhe!process.!Powever,!a!
collaboraLlve!splrlL!goes!beyond!seeklng!advlce.!1rue!collaboraLlon!requlres!LhaL!we!someLlmes!
surrender!Lhe!declslon!maklng!Lo!Lhe!group!process!and!LhaL!we!faclllLaLe!a!group!process!LhaL!
wlll!generaLe!Lhe!besL!resulL.!1he!lnLervlewer!wlll!have!Lo!declde!whaL!approach!ls!besL!sulLed!
Lo!Lhe![ob!and!Lhe!organlzaLlon.!
!
ln!addlLlon,!Lhe!candldaLe!should!be!able!Lo!glve!examples!of!when!she!behaved!ln!a!
collaboraLlve!manner!Lo!help!oLhers!wlLh!Lhelr!ldeas!or!problems.!1he!lnLervlewer!should!llsLen!
for!Llmes!when!Lhe!candldaLe!wllllngly!offered!ldeas!or!solved!problems!wlLhouL!belng!asked.!
Also,!Lhe!Lone!ln!whlch!Lhe!candldaLe!offers!her!ldeas!ls!very!lmporLanL.!ls!Lhe!candldaLe's!Lone!
helpful?!Cr!ls!Lhe!candldaLe!descrlblng!a!Llme!when!she!offered!advlce!or!lnpuL!Lo!someone!ln!a!
way!LhaL!mlghL!sound!demeanlng!or!arroganL?!Pere's!an!example:!l!Lold!!oe!LhaL!Lhe!besL!way!
Lo!do!Lhe![ob!was!Lo!open!Lhe!porL!before!he!sLarLed!Lhe!process.!l!Lold!hlm,!buL!he!dldn'L!llsLen!
Lo!me.!lL!could!have!saved!hlm!a!loL!of!Llme."!1hls!candldaLe!offered!her!coworker!some!
asslsLance,!buL!lL!would!be!lmporLanL!Lo!clarlfy!exacLly!whaL!Lransplred!ln!Lhls!lnLerchange.!lf!
you!Lhlnk!Lhe!candldaLe!may!have!communlcaLed!ln!a!way!LhaL!was!arroganL!or!demeanlng,!be!
sure!Lo!ask!for!addlLlonal!examples.!lf!Lhe!candldaLe!palnLs!a!conslsLenL!plcLure!of!offerlng!ldeas!
and!havlng!people!re[ecL!Lhem,!you'd!have!Lo!wonder!lf!Lhe!re[ecLlon!ls!lnherenL!ln!Lhe!manner!
ln!whlch!she!ls!offerlng!Lhe!ldeas.!
!
When!asklng!quesLlons!abouL!collaboraLlon,!look!for!a!conslsLenL!behavlor!paLLern!LhaL!
suggesLs!LhaL!Lhe!candldaLe!undersLands!and!values!collaboraLlon,!and!acLlvely!behaves!ln!a!
way!LhaL!promoLes!collaboraLlon.!1he!candldaLe!who!ls!Lruly!collaboraLlve!ls!so!because!she!
belleves!ln!lL,!noL!because!Lhe!organlzaLlon!expecLs!her!Lo!be.!
!
lor!some!very!senlor!people,!collaboraLlon!may!be!seen!as!a!compeLlLlve!advanLage,!and!Lhe!
lnLervlewer!may!be!looklng!for!evldence!LhaL!senlor!people!wlll!have!a!vlslon!LhaL!lncludes!
collaboraLlon!ln!Lhe!markeLplace.!Conslder!Lhls!commenL!by!aul!olman,!ClC!of!nesLle:!
Cne!of!Lhe!core!challenges!of!LC8![Lhe!reLall!lndusLry's!efflclenL!consumer!response]!ls!Lo!
ensure!LhaL!we!fosLer!collaboraLlon!when!ln!so!many!areas!we!are!compeLlLors."
13
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!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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33!
!
Soclal!LxperLness:!ConfllcL!8esoluLlon!
,-"%.$/0%!./!1%%"%%!B/0F>$6.!!"%/>-.$/0!
!
1)!1ell!me!abouL!a!dlspuLe!wlLh!a!peer.!WhaL!was!lL!abouL?!WhaL!dld!you!do?!Pow!dld!lL!end!
up?!
2)!1ell!me!abouL!a!Llme!when!someone!suggesLed!someLhlng!LhaL!you!dlsagreed!wlLh.!WhaL!dld!
you!say?!
3)!Pow!have!you!resolved!dlfferences!wlLh!peers!or!oLhers?!1ell!me!abouL!Lhe!process!you!use!
Lo!resolve!your!dlfferences.!
4)!Pave!you!ever!encounLered!someone!aL!work!who!was!unreasonable?!!WhaL!dld!you!do?!
lor!managers!or!leaders:!
!
3)!1ell!me!abouL!a!Llme!when!Lhere!was!a!dlspuLe!beLween!Lwo!coworkers.!WhaL!dld!you!do?!
!
6)!1ell!me!abouL!a!Llme!when!you!had!a!confllcL!wlLh!an!employee.!WhaL!dld!you!do?!Pow!was!
lL!resolved?!
!
7)!uescrlbe!a!Llme!when!someone!felL!LhaL!you!were!unfalr.!WhaL!dld!you!do?!
8)!8elaLe!an!lncldenL!when!someone!verbally!aLLacked!you!abouL!someLhlng!you!sald!or!dld.!
WhaL!dld!you!do?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
Answerlng!quesLlons!abouL!confllcL!ls!uncomforLable!for!mosL!candldaLes.!Cbvlously,!puLLlng!
Lhe!candldaLe!aL!ease!ls!lmporLanL.!!1he!lnLervlewer!should!ask!quesLlons!Lo!galn!a!balanced!
vlew!of!Lhe!candldaLe's!ablllLy!Lo!address!confllcL.!1he!lnLervlewer!wlll!flrsL!wanL!Lo!assess!
wheLher!Lhe!candldaLe!Lyplcally!avolds!confllcL!or!addresses!Lhe!confllcL!head"on.!1hls!
lnformaLlon!wlll!glve!Lhe!lnLervlewer!some!lndlcaLlon!of!flL!wlLhln!a!parLlcular![ob.!MosL!
lmporLanL,!Lhe!lnLervlewer!wlll!wanL!Lo!deLermlne!Lhe!candldaLe's!sklll!level!when!addresslng!
confllcL.!WhaL!sLeps!or!acLlons!does!Lhe!candldaLe!Lake!Lo!resolve!confllcL?!uoes!he!look!for!
common!ground?!uoes!he!approach!Lhe!confllcL!by!puLLlng!hls!opponenL!aL!ease?!lf!so,!how!
does!he!do!Lhls?!uoes!he!assume!Lhe!besL!and!seek!a!wln"wln!soluLlon?!WhaL!words!does!he!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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36!
!
use!Lo!accompllsh!Lhls?!?ou'll!need!Lo!probe!enough!Lo!galn!a!Lhorough!undersLandlng!of!Lhe!
approach!Lhe!candldaLe!uses.!An!openlng!such!as,!!ullana,!l!know!LhaL!Lhls!ls!lmporLanL!Lo!
you,!so!l'd!llke!Lo!flnd!a!way!for!us!Lo!work!LogeLher!on!Lhls.!l!belleve!we!can!flnd!a!soluLlon!
LhaL!wlll!work!for!boLh!of!us,"!seLs!a!wln"wln!Lone.!lL!dlsarms!Lhe!confllcL.!AnoLher!lmporLanL!
conslderaLlon!ls!wheLher!Lhe!candldaLe!openly!sLaLes!hls!concerns!and!needs!and!lnvlLes!hls!
opponenL!Lo!do!Lhe!same.!1he!dlalogue!mlghL!sound!llke!Lhls:!Why!don'L!you!Lell!me!whaL!a!
poslLlve!resoluLlon!would!look!llke,!and!l'll!do!Lhe!same!for!you.!Maybe!from!Lhere!we!can!flnd!
some!common!ground."!Agaln,!Lhe!lnLervlewer!should!be!deLermlnlng!how!Lhe!candldaLe!
engages!ln!Lhe!confllcL.!uoes!lL!sound!reasonable?!lncredlble!as!lL!may!sound,!when!you!ask!
people!abouL!a!parLlcular!confllcL,!you!wlll!hear!examples!of!how!people!Lake!an!exLreme!
poslLlon!or!escalaLe!Lhe!maLLer!lmmedlaLely!by!brlnglng!lL!Lo!a!supervlsor.!
!
As!Lhe!lnLervlewer,!you'll!also!recelve!lnformaLlon!from!Lhe!candldaLe!regardlng!Lolerance!and!
dlverslLy!lssues.!eople!are!noL!all!Lhe!same,!and!someLlmes!personallLy!or!values!are!aL!Lhe!
hearL!of!Lhe!confllcL.!ls!Lhe!candldaLe!overly!senslLlve!Lo!people's!dlfferences?!uoes!he!requlre!
people!Lo!conform!Lo!hls!ldea!of!whaL's!rlghL?!1hese!klnds!of!lssues!are!qulLe!lmporLanL!Lo!
assess.!SomeLlmes,!Lhe!sklll!LhaL's!needed!ls!less!one!of!confllcL!resoluLlon!and!more!one!of!
undersLandlng!and!valulng!dlfferences.!
!
AnoLher!crlLlcal!role!ls!Lhe!one!LhaL!a!manager!or!supervlsor!Lakes!when!Lwo!people!who!
reporL!Lo!her!have!a!confllcL.!uoes!Lhe!candldaLe!have!a!good!Lrack!record!of!addresslng!Lhese!
Lypes!of!confllcLs?!WhaL!meLhods!does!she!use?!ls!she!bulldlng!her!sLaff's!confllcL!resoluLlon!
skllls!ln!Lhe!process?!Cr!ls!she!resculng!her!employees!and!consLanLly!playlng!medlaLor?!Also,!
ls!she!bold!enough!Lo!address!confllcLs!LhaL!are!lnLerferlng!wlLh!Leamwork,!morale,!and!
producLlvlLy?!
!
Cne!flnal!LhoughL!on!confllcL!resoluLlon:!some!people!really!are!lmposslble!Lo!geL!along!wlLh.!
MosL!are!noL.!lf!Lhe!candldaLe!ls!placlng!many!people!ln!Lhe!caLegory!of!lmposslble,"!Lhen!
perhaps!lL's!Lhe!candldaLe!who!ls!lmposslble.!8e!sure!Lo!ask!for!mulLlple!examples!lf!you!have!
any!doubLs.!
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37!
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Soclal!LxperLness:!CrganlzaLlonal!Savvy!
,-"%.$/0%!./!1%%"%%!79D50$U5.$/05>!<5##@!
!
1)!uld!you!ever!have!an!opporLunlLy!Lo!advance!a!new!ldea!aL!your!lasL![ob?!Pow!dld!you!go!
abouL!dolng!LhaL?!
2)!1ell!me!abouL!a!Llme!when!you!galned!supporL!for!an!ldea!LhaL!you!had.!Pow!dld!you!do!
LhaL?!Why!was!Lhls!ldea!lmporLanL!Lo!you?!
3)!uescrlbe!a!Llme!when!you!couldn'L!geL!supporL!for!an!ldea!LhaL!you!had.!WhaL!happened?!
Why!was!Lhls!ldea!lmporLanL!Lo!you?!
4)!WlLhln!your!presenL!poslLlon,!whaL!happens!when!you!run!lnLo!someone!who!lsn'L!
supporLlng!your!efforLs!Lo!geL!Lhlngs!done?!uescrlbe!whaL!you!do.!
3)!Pave!you!ever!had!someone!undermlne!your!efforLs?!WhaL!dld!you!do?!
6)!Pow!can!you!Lell!who!makes!declslons!ln!your!organlzaLlon?!
7)!1ell!me!abouL!a!Llme!when!you!needed!supporL!from!peers!ln!order!Lo!geL!an!ldea!across.!
Pow!dld!you!galn!LhaL!supporL?!Why!was!lL!lmporLanL!Lo!you!Lo!geL!LhaL!parLlcular!ldea!or!lnl"
LlaLlve!accompllshed?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
As!an!lnLervlewer!or!hlrlng!manager,!lf!you've!made!Lhe!declslon!LhaL!organlzaLlonal!savvy!ls!
lmporLanL!Lo!geLLlng!some![obs!done,!you'll!have!Lo!assess!wheLher!or!noL!Lhe!candldaLe!wlll!flL!
ln!and!undersLand!your!organlzaLlon!and!have!Lhe!skllls!Lo!grasp!Lhe!dynamlcs!LhaL!lead!Lo!
success.!lrom!Lhe!candldaLe's!responses!Lo!Lhe!quesLlons!llsLed!above,!you!should!be!able!Lo!
deLermlne!wheLher!he!has!an!undersLandlng!LhaL!how!he!approaches!people,!and!whom!he!
approaches,!ls!parL!of!an!overall!sLraLegy!Lo!galn!supporL.!1he!candldaLe!should!be!able!Lo!arLlc"
ulaLe!why!cerLaln!lndlvlduals!are!key!and!whaL!meLhods!or!LacLlcs!he!used!Lo!galn!an!
lndlvldual's!supporL.!Also,!Lhe!candldaLe!should!be!able!Lo!recognlze!LhaL!each!ldea!ls!dlfferenL!
and!may!requlre!a!dlfferenL!approach!Lo!move!lL!forward.!?ou!should!be!able!Lo!deLermlne!
wheLher!Lhe!candldaLe!undersLands!and!exerLs!energy!Lo!bulld!a!sLraLegy!Lo!geL!Lhlngs!done.!
Cne!candldaLe!sald,!l!don'L!Lhlnk!abouL!how!Lo!geL!ldeas!across,!l![usL!puL!Lhem!ouL!Lhere!and!
see!whaL!happens."!
!
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38!
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nexL,!focus!on!wheLher!Lhe!candldaLe!has!Lhe!klnds!of!relaLlonshlps!LhaL!exLend!across!Lhe!
organlzaLlon!and!wheLher!Lhe!candldaLe!knows!how!Lo!engender!oLher!people's!supporL.!Look!
for!genulne!relaLlonshlps!and!supporL!wlLh!a!wlde!range!of!people!who!are!wllllng!Lo!help!Lhe!
candldaLe.!1hese!relaLlonshlps!should!noL!be!based!solely!on!an!aLLlLude!of!l'll!supporL!you!lf!
you!supporL!me."!1he!relaLlonshlps!should!be!more!genulne!and!should!be!based!on!LrusL!and!
respecL.!1he!way!Lhe!candldaLe!descrlbes!Lhe!supporL!and!how!he!galns!sponsors!ls!ofLen!very!
Lelllng.!Cne!candldaLe!acLually!sald,!l!Lold!Penry!LhaL!lf!he!expecLs!supporL!for!hls!nexL!
lnlLlaLlve,!he'd!beLLer!supporL!me!on!Lhls."!1hls!klnd!of!ulLlmaLum!ls!noL!Lhe!way!Lo!creaLe!Lrue!
Leamwork.!
!
1he!candldaLe!wlll!need!Lhe!ablllLy!Lo!read!Lhe!cllmaLe!wlLhln!an!organlzaLlon!or!even!wlLhln!a!
meeLlng!ln!order!Lo!be!able!Lo!assess!Llmlng,!opporLunlLy,!and!key!players.!WhaL!ls!Lhe!
candldaLe!Lelllng!you!abouL!her!assessmenL!of!cllmaLe!and!culLure?!Cne!candldaLe,!when!asked!
abouL!brlnglng!ldeas!Lo!frulLlon,!sald!LhaL!every!week!aL!Lhe!senlor!sLaff!meeLlng,!Lhere!was!
Llme!on!Lhe!agenda!for!each!senlor!sLaff!member!Lo!dlscuss!enLerprlsewlde!lmprovemenL!ldeas.!
She!sald!LhaL!Lhe!Lone!ln!some!of!Lhose!meeLlngs!was!rushed!or!negaLlve.!She!noLlced!LhaL!
when!Lhe!meeLlng!Lone!was!rushed,!Lhe!planL!manager!ofLen!kllled!ldeas!wlLh!qulck!one"llners!
such!as!lL's!a!good!ldea,!buL!l!don'L!Lhlnk!we!have!Llme!for!LhaL!klnd!of!lnlLlaLlve."!She!also!
noLlced!LhaL!lf!Lhe!producLlon!meeLlng!precedlng!Lhe!sLaff!meeLlng!was!negaLlve,!Lhen!raLher!
Lhan!enLerLaln!new!ldeas!for!lmprovemenL,!Lhe!planL!manager!would!say,!We!need!Lo!focus!on!
geLLlng!our!numbers!up."!1he!candldaLe!sald!she!reallzed!LhaL!Lhese!Lwo!slLuaLlons!were!slmply!
noL!conduclve!Lo!Lhe!cllmaLe!needed!Lo!sell"!an!ldea!or!lnlLlaLlve.!She!acknowledged!LhaL!whlle!
Lhe!planL!manager!was!very!powerful,!he!was!also!very!open!and!reasonable,!as!long!as!he!was!
approached!aL!Lhe!rlghL!Llme.!1hls!candldaLe's!responses!Lo!Lhe!lnLervlewer's!quesLlons!
lndlcaLed!LhaL!she!was!able!Lo!glve!speclflc!examples!LhaL!supporLed!her!poslLlon.!lL!was!
obvlous!LhaL!she!had!Lhe!ablllLy!Lo!read!lmporLanL!lnformaLlon!abouL!Lhe!cllmaLe!ln!her!
prevlous!poslLlon,!whlch!allowed!her!Lo!advance!her!ldeas.!
!
undersLandlng!Lhe!candldaLe's!moLlves!or!lnLenLlons!also!proves!valuable.!ls!Lhe!candldaLe!
advanclng!goals!LhaL!are!for!Lhe!good!of!Lhe!organlzaLlon!or!ls!he!slmply!bulldlng!hlmself!up?!
?ou!should!llsLen!for!lnLenLlon.!AlLhough!lL!may!be!dlfflculL!Lo!deLermlne!lnLenLlon,!by!asklng!
quesLlons!abouL!why!Lhe!candldaLe!was!pursulng!parLlcular!ldeas,!you'll!galn!a!sense!of!whaL!
Lhe!candldaLe!values.!Cne!candldaLe!Lalked!abouL!several!ldeas!LhaL!he!was!Lrylng!Lo!advance!aL!
dlrecLors'!meeLlngs.!1hese!ldeas!could!be!grouped!under!Lhe!headlng!galnlng!a!larger!plece!of!
Lhe!organlzaLlon!under!hls!conLrol."!now,!lL's!noL!unreasonable!Lo!wanL!Lo!galn!conLrol!of!Lhlngs!
LhaL!lmpacL!your!operaLlon,!buL!Lhe!lnLervlewer!began!Lo!wonder!wheLher!Lhls!was!Lhe!besL!
plan!for!Lhe!organlzaLlon.!As!Lhe!lnLervlewer!pressed!and!asked!follow"up!quesLlons!abouL!why!
Lhese!ldeas!were!worLh!pursulng,!she!uncovered!Lhe!candldaLe's!moLlve,!expressed!ln!hls!own!
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39!
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words:!l!knew!lf!l!could!geL!all!of!Lhese!pleces!of!Lhe!organlzaLlon!under!my!umbrella,!Lhen!Lhe!
board!would!have!llLLle!cholce!buL!Lo!make!me!Lhe!nexL!execuLlve!v.,'!1haL!moLlvaLlon!ls!noL!
necessarlly!bad,!buL!lL!does!requlre!LhaL!Lhe!lnLervlewer!or!hlrlng!manager!Lake!a!second!look.!
!
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40!
!
ersonal!lnfluence!&!lnfluenclng!Self:!Self"Confldence!
,-"%.$/0%!./!1%%"%%!<">F!B/0F$&"06"!
!
1)!1ell!me!abouL!a!Llme!when!you!Look!on!a!Lask!LhaL!you!consldered!ouL!of!your!comforL!
zone."!!Pow!dld!you!feel?!Why!dld!you!do!lL?!uld!you!Lhlnk!you!were!golng!Lo!succeed!or!fall?!
2)!lf!you!were!golng!Lo!Lry!Lo!persuade!me!regardlng!someLhlng,!how!would!you!do!lL?!
3)!uescrlbe!a!Llme!when!you!lnLer[ecLed!a!dlfferenL!polnL!of!vlew!or!a!dlfferenL!slde!of!an!lssue.!
Pow!dld!you!go!abouL!dolng!LhaL?!
4)!1ell!me!abouL!a!Llme!when!you!were!confldenL!enough!Lo!dlsagree!wlLh!someLhlng!or!
someone.!
3)!1ell!me!abouL!your!sLrengLhs.!Pow!do!you!know!Lhey!are!your!sLrengLhs?!Pow!do!you!
measure!your!sLrengLhs?!WhaL!feedback!have!you!goLLen!LhaL!lndlcaLes!LhaL!Lhls!quallLy!ls!a!
sLrengLh?!
6)!1ell!me!abouL!a!Llme!LhaL!you!were!concerned!abouL!belng!successful!aL!a!Lask!or!you!
LhoughL!you!were!golng!Lo!fall.!WhaL!dld!you!do?!
7)!When!do!you!Lyplcally!ask!for!asslsLance?!uescrlbe!Lhe!lasL!Llme!you!asked!for!help!on!
someLhlng.!
8)!Pow!do!you!Lhlnk!you're!golng!Lo!perform!aL!Lhls![ob?!!
lor!managers!and!leaders:!
!
9)!1ell!me!abouL!a!Llme!when!you!had!Lo!lmplemenL!a!change.!WhaL!dld!you!say!Lo!your!sLaff?!
Pow!dld!you!convlnce!Lhem!Lo!follow!you?!
10)!1ell!me!abouL!a!Llme!when!you!had!Lo!lead!oLhers!ln!a!cerLaln!dlrecLlon!and!you!had!some!
doubLs.!WhaL!dld!you!do?!WhaL!dld!you!say?!
11)!Pave!you!ever!experlenced!a!Llme!when!oLhers!quesLloned!your!ablllLy!Lo!lead?!1ell!me!
abouL!LhaL.!WhaL!dld!you!do?!
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41!
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!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
1he!enLlre!lnLervlew!process!ls!useful!for!assesslng!a!candldaLe's!confldence!level.!Pow!does!
Lhe!candldaLe!pro[ecL!hls!ldeas!and!answers?!ls!Lhe!candldaLe!wllllng!Lo!Lake!a!sLand?!Cr!ls!Lhe!
candldaLe!qulck!Lo!reLracL!hls!commenLs?!WhaL!level!of!commlLmenL!does!Lhe!candldaLe!have!
Lo!hls!answers?!WhaL!are!Lhe!candldaLe's!nonverbal!characLerlsLlcs!communlcaLlng?!ConfldenL!
people!sLand!up!sLralghL,!smlle!more!Lhan!less!confldenL!people,!and!make!eye!conLacL.
3!
1hroughouL!Lhe!lnLervlew!process,!you!wlll!be!able!Lo!assess!Lhe!level!of!confldence!Lhe!
candldaLe!pro[ecLs.!
!
8alanclng!Lhe!candldaLe's!presenLaLlon!wlLh!facLs!ls!also!qulLe!useful.!AfLer!all,!you!wanL!Lo!
make!sure!LhaL!Lhe!candldaLe's!confldence!ls!based!ln!reallLy.!Asklng!quesLlons!abouL!sLrengLhs!
and!followlng!up!wlLh!quesLlons!Lo!deLermlne!how!Lhe!person!knows!hls!sLrengLhs!ls!ofLen!
worLhwhlle.!LlsLen!for!sLaLemenLs!LhaL!provlde!evldence,!such!as!Lvery!year!lL!appears!on!my!
performance!appralsal",!Lvery!boss!l!have!Lells!me!LhaL!Llme!managemenL!ls!one!of!my!
sLrengLhs",!My!LeammaLes!rely!on!me!for!3@!organlzaLlonal!skllls",!l!have!achleved!resulLs!
such!as!"""!by!uslng!Lhls!sLrengLh."!8emember,!someLlmes!a!candldaLe!needs!Lo!be!encouraged!
Lo!Lalk!abouL!hls!sLrengLhs.!Lven!someone!who!ls!confldenL!ln!hls!ablllLles!may!noL!always!be!
comforLable!Lelllng!oLhers!abouL!lL!because!lL!may!feel!boasLful.!Lncourage!Lhe!candldaLe!Lo!Lell!
you!abouL!areas!where!he!really!feels!confldenL.!uon'L!confuse!humlllLy!for!lack!of!self"
confldence.!A!person!can!be!very!confldenL!abouL!a!sklll!or!ablllLy,!yeL!feel!as!Lhough!lL!ls!
lnapproprlaLe!Lo!Lell!oLhers!abouL!lL.!
!
lL!also!Lakes!confldence!Lo!volce!ldeas!and!oplnlons.!Look!for!evldence!from!Lhe!candldaLe!
abouL!when!she!volced!her!ldeas!or!oplnlons.!Ask!how!she!wenL!abouL!lL.!?ou'll!also!geL!a!clear!
plcLure!of!a!person's!confldence!by!asklng!quesLlons!LhaL!allow!Lhe!candldaLe!Lo!descrlbe!
slLuaLlons!when!she!volced!a!conLrary!polnL!of!vlew!and!Lhe!manner!ln!whlch!she!
communlcaLed!lL.!
!
1o!deLermlne!confldence!versus!arrogance,!Lry!Lo!challenge!Lhe!candldaLe!on!someLhlng.!uoes!
she! become! argumenLaLlve?! Cr! ls! she! lnLeresLed! ln! learnlng! more! abouL! your! poslLlon?! Also,!
look! for! subLle! body! language.! Cne! candldaLe! subLly! shook! her! head! ln! a! qulck! dlsmlsslve!
manner! when! Lhe! lnLervlewer! presenLed! an! opposlng! vlewpolnL.! ApproprlaLely! confldenL!
people!llsLen!Lo!oLhers,!Lhlnk!abouL!Lhe!lssues,!and!have!a!more!hollsLlc!vlew!of!llfe!Lhan!Lhose!
who!are!arroganL.!eople!who!are!reallsLlcally!self"confldenL!make!a!balanced!assessmenL.
4!
!
eople!who!are!confldenL!also!are!wllllng!Lo!admlL!LhaL!Lhey!need!asslsLance.!Pas!Lhe!candldaLe!
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ever!asked!for!help?!A!pro[ecL!can!be![eopardlzed!lf!someone!lnvolved!doesn'L!have!Lhe!sklll!or!
lnformaLlon!Lo!compleLe!Lhe![ob,!buL!lL!can!be!more!of!a!crlsls!lf!LhaL!person!lacks!Lhe!
confldence!Lo!speak!up.!1herefore,!lL's!useful!Lo!ask!a!cllenL!how!he!Lyplcally!knows!when!Lo!ask!
for!asslsLance.!1hls!llne!of!quesLlonlng!ls!also!helpful!Lo!deLermlne!wheLher!someone!lacks!
confldence!Lo!Lry!a!few!soluLlons!on!hls!own.!ls!Lhe!candldaLe!wllllng!Lo!acL!lndependenLly!or!
musL!he!always!sLop!and!ask!for!dlrecLlon?!Confldence!could!be!a!key!facLor!ln!Lhls!person's!
success.!
!
8uL!whaL!lf!all!lndlcaLlons!suggesL!LhaL!Lhe!candldaLe!ls!self"confldenL?!Could!Lhere!sLlll!be!cause!
for!concern?!?es.!Cverconfldence!ls!Lhe!hallmark!of!a!narclsslsL.!Asklng!a!candldaLe,!Pow!do!
you!Lhlnk!you're!golng!Lo!perform!on!Lhls![ob?"!poses!a!purely!hypoLheLlcal!quesLlon.!lL!ls!noL!a!
behavlor"based!quesLlon.!Lvldence!suggesLs!LhaL!narclsslsLs!generally!predlcL!fuLure!
performance!based!on!expecLaLlon,!noL!acLual!performance.!lf!a!person!unequlvocally!sLaLes!
LhaL!she!would!do!a!greaL![ob!and!does!noL!back!LhaL!proclamaLlon!wlLh!facLs!abouL!pasL!
performance,!lL!may!be!cause!for!concern.!ChapLer!10!conLalns!more!lnformaLlon!Lo!help!Lhe!
lnLervlewer!make!a!balanced![udgmenL.!
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43!
!
ersonal!lnfluence!&!lnfluenclng!Self:!lnlLlaLlve!and!AccounLablllLy!
,-"%.$/0%!./!1%%"%%!20$.$5.$#"!50&!166/-0.5;$>$.@!
!
1)!1ell!me!abouL!a!Llme!when!you!declded!on!your!own!LhaL!someLhlng!needed!Lo!be!done.!
WhaL!dld!you!do?!
2)!uescrlbe!a!Llme!when!you!dld!more!Lhan!was!requlred!on!your![ob.!Pow!dld!you!feel!abouL!
LhaL?!
3)!Pave!you!ever!made!any!lmprovemenLs!Lo!your!work!wlLhouL!belng!asked?!Clve!me!some!
examples.!Pow!dld!you!do!lL?!
4)!When!you!perform!your!presenL![ob,!have!you!ever!LhoughL!abouL!a!way!Lo!lmprove!Lhe!
quallLy!of!Lhe!producL!or!servlce!LhaL!you!provlde?!1ell!me!abouL!LhaL.!
3)!Pave!you!ever!come!up!wlLh!a!way!Lo!cuL!cosLs!ln!your!presenL!poslLlon?!WhaL!dld!LhaL!
enLall?!Pow!dld!you!go!abouL!dolng!lL?!
6)!Pave!you!ever!LhoughL!of!a!way!Lo!perform!your!presenL![ob!ln!less!Llme?!WhaL!dld!you!do!
abouL!lL?!
7)!1ell!me!abouL!a!Llme!when!someLhlng!you!dld!resulLed!ln!a!change!for!your!deparLmenL!or!
area.!Pow!dld!you!go!abouL!dolng!lL?!Pow!dld!you!feel!abouL!LhaL?!
8)!Pave!you!ever!Laken!Lhe!lnlLlaLlve!Lo!do!someLhlng!LhaL!dldn'L!work!ouL?!uescrlbe!LhaL!
slLuaLlon.!WhaL!dld!you!do?!Pow!dld!you!feel!abouL!LhaL?!
9)!Pave!you!ever!solved!a!work"relaLed!problem!LhaL!had!been!a!problem!for!a!long!Llme?!!
WhaL!dld!you!do?!Pow!dld!you!do!lL?!
10)!Pave!you!ever!Laken!an!acLlon!and!goLLen!blamed!when!lL!dldn'L!work!ouL?!uescrlbe!whaL!
happened.!
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!
lnlLlaLlve!ls!a!key!facLor!deslrable!ln!many![ob!funcLlons.!lnLervlewers!or!hlrlng!managers!wlll!
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wanL!Lo!screen!candldaLes!Lo!deLermlne!wheLher!Lhey!acL!on!Lhelr!own!lnlLlaLlve.!CandldaLes!
should!clLe!examples!of!acLlons!Lhey!have!Laken!Lo!lmprove!quallLy,!cosL,!Llmellness,!or!
cusLomer!servlce.!1he!key!word!here!ls!acLlons."!Pavlng!a!greaL!ldea!ls!one!Lhlng,!buL!how!dld!
Lhe!candldaLe!acL!on!her!ldea?!uld!Lhe!candldaLe!acL!lndependenLly!Lo!lmprove!Lhlngs!LhaL!were!
wlLhln!her!conLrol?!CLherwlse,!dld!Lhe!candldaLe!engage!oLhers!Lo!advance!an!ldea!LhaL!was!for!
Lhe!good!of!Lhe!deparLmenL!or!Leam?!Pow?!uld!she![usL!Lell!Lhe!boss!and!leL!Lhe!boss!deal!wlLh!
lL,!or!was!she!a!dynamlc!parLner!ln!Laklng!acLlon!Lo!change!someLhlng?!Cf!course,!Lhe!lnLer"
vlewer!or!hlrlng!manager!wlll!need!Lo!evaluaLe!Lhe!scope!of!lndependenL!acLlon!Lhe!candldaLe!
was!able!Lo!exerclse.!lor!example,!ln!some!companles,!lL!would!noL!be!posslble!for!a!fronLllne!
employee!Lo!change!a!procedure!lndependenLly.!8uL!don'L!underesLlmaLe!Lhe!acLlons!LhaL!a!
deLermlned!person!wlLhouL!poslLlonal!power!could!Lake!Lo!lnfluence!changes.!1he!lnLervlewer!
should!be!evaluaLlng!E8".8"9!Lhe!person!Lakes!acLlons,!as!well!as!8/E!Lhe!person!Lakes!acLlons.!
8oLh!feaLures!are!lmporLanL.!A!person!who!organlzes!a!unlon!ls!demonsLraLlng!lnlLlaLlve.!8uL!lL!
may!noL!be!ln!Lhe!besL!lnLeresL!or!flL!for!Lhe!hlrlng!company.!1he!lnLervlewer!should!be!cerLaln!
Lo!ask!how"!quesLlons!Lo!deLermlne!whaL!form!Lhe!candldaLe's!lnlLlaLlve!Lakes.!
!
Also!lmporLanL!Lo!keep!ln!mlnd!when!asklng!a!candldaLe!abouL!lnlLlaLlve!ls!Lo!ask!how!Lhe!
candldaLe!felL!abouL!Lhe!slLuaLlon.!SomeLlmes!people!Lake!lnlLlaLlve,!buL!Lhen!feel!resenLful!LhaL!
Lhey!had!Lo!perform!Lhe!burden!of!Lhe!work.!A!quesLlon!such!as!uescrlbe!a!Llme!when!you!dld!
more!Lhan!was!requlred!on!your![ob.!Pow!dld!you!feel!abouL!LhaL?"!allows!Lhe!lnLervlewer!Lo!
deLermlne!Lhe!candldaLe's!feellngs!abouL!golng!above!and!beyond.!SomeLlmes!candldaLes!wlll!
Lake!Lhe!lnlLlaLlve,!buL!Lhey!wlll!noL!do!so!because!of!a!servlce!orlenLaLlon.!Asklng!abouL!Lhe!
candldaLe's!feellngs!wlll!glve!Lhe!lnLervlewer!a!new!dlmenslon!of!lnformaLlon.!Some!people!
Lake!lnlLlaLlve!and!Lhen!play!Lhe!hero.!SLlll!oLhers!play!Lhe!marLyr.!8oLh!of!Lhese!roles!can!be!
desLrucLlve!ln!Lhe!workplace.!
!
Slmllarly,!deLermlnlng!how!Lhe!candldaLe!reacLs!when!he!has!Laken!lnlLlaLlve!and!lL!doesn'L!
work!ouL!glves!Lhe!lnLervlewer!lmporLanL!daLa.!uoes!Lhe!candldaLe!sLop!Lrylng?!uoes!he!
regroup!and!flnd!anoLher!sLraLegy?!Cr!does!he!declde!on!anoLher!lnlLlaLlve!as!Lhe!focus!for!hls!
energy?!All!of!Lhese!deLalls!wlll!glve!Lhe!lnLervlewer!useful!lnslghL.!When!asked!abouL!an!
lnlLlaLlve!LhaL!dldn'L!work!ouL,!one!candldaLe!sald,!l!flgured,!l!wasn'L!golng!Lo!wasLe!my!Llme!
and!energy,!so!l!declded!Lo!leave."!WlLh!some!problng,!Lhe!lnLervlewer!dlscovered!LhaL!Lhls!was!
a!paLLern!of!behavlor!LhaL!Lhe!candldaLe!had!dlsplayed!wlLh!a!sLrlng!of!oLher!employers.!Some!
employees!place!blame!lf!Lhelr!acLlons!don'L!work!ouL.!Pere!agaln,!problng!offers!lnslghL!lnLo!
how!employees!respond!Lo!lnlLlaLlves!LhaL!don'L!work!ouL.!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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!
43!
!
ersonal!lnfluence!&!lnfluenclng!Self:!Coal!CrlenLaLlon!
,-"%.$/0%!./!1%%"%%!V/5>!79$"0.5.$/0!
!
1)!uescrlbe!some!goals!for!your!presenL!poslLlon.!Pow!were!Lhese!goals!deLermlned?!uo!you!
meeL!Lhese!goals!on!a!regular!basls?!
2)!Pave!you!ever!LhoughL!LhaL!Lhese!goals!were!unreallsLlc?!Why?!
3)!Pave!you!ever!had!a!goal!aL!work!LhaL!you!dldn'L!meeL?!Pow!dld!you!feel!abouL!LhaL?!
4)!1ell!me!abouL!a!goal!LhaL!you!lmposed!on!yourself!aL!work.!Why!dld!you!declde!on!LhaL!
parLlcular!goal?!
3)!1ell!me!abouL!a!Llme!when!you!dldn'L!achleve!someLhlng!LhaL!you!seL!ouL!Lo!do.!WhaL!
happened?!Pow!dld!you!feel!abouL!LhaL?!
6)!WhaL!goals!do!you!have!rlghL!now?!
7)!WhaL!goals!dld!you!accompllsh!lasL!year?!
8)!1ell!me!abouL!a!Llme!when!you!dldn'L!feel!llke!worklng.!WhaL!dld!you!do?!
9)!uescrlbe!your!process!for!seLLlng!goals!for!yourself.!
lor!Lhe!manager!or!leader:!
!
10)!Pow!do!you!seL!goals!for!Lhose!who!reporL!Lo!you?!uescrlbe!Lhe!process!you!use!Lo!seL!goals!
wlLhln!your!unlL!or!deparLmenL.!
11)!Pow!have!you!helped!oLhers!seL!goals?!
12)!Pow!do!you!ensure!LhaL!Lhe!goals!are!allgned!wlLh!Lhe!buslness!sLraLegy?!
13)!1ell!me!abouL!a!Llme!when!someone!who!reporLed!Lo!you!dld!noL!reach!an!lmporLanL!goal.!
WhaL!dld!you!do?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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!
46!
!
When!evaluaLlng!goal!orlenLaLlon,!keep!ln!mlnd!Lhe!poslLlon!and!Lhe!Lypes!of!goals!requlred.!
Some!poslLlons!may!requlre!shorL"Lerm!goals-goals!LhaL!can!be!achleved!wlLhln!Lhe!day!or!
even!wlLhln!Lhe!hour.!SeLLlng!goals!can!be!as!slmple!as!wrlLlng!flve!Lhlngs!Lo!do!on!a!plece!of!
paper!and!decldlng!Lo!geL!Lhem!done!before!lunch.!CLher!poslLlons!wlll!requlre!Lhe!candldaLe!Lo!
seL!long"Lerm!goals.!ln!boLh!cases,!Lhe!lnLervlewer!should!be!llsLenlng!for!speclflc,!clear!goals!
seL!by!Lhe!lndlvldual.!
!
1o!begln!Lhe!dlscusslon!on!goals,!you!can!ask!abouL!Lhe!goals!Lhe!candldaLe!musL!achleve!ln!
order!Lo!successfully!compleLe!her!work.!Lach![ob!should!have!goals,!and!Lhe!candldaLe!should!
recognlze!whaL!Lhose!goals!are.!(lf!Lhe!candldaLe!ls!worklng!ln!a!slLuaLlon!LhaL!does!noL!have!
recognlzed!or!sLaLed!goals,!Lhen!don'L!punlsh!Lhe!candldaLe!for!a!poor!work!slLuaLlon.!lnsLead,!
shlfL!Lhe!focus!Lo!whaL!goals!she!has!seL!for!herself.)!1he!lnlLlal!dlscusslon!abouL!goals!ln!her!
presenL!poslLlon!wlll!help!Lhe!candldaLe!focus!on!goals!aL!work.!Also,!you'll!galn!lnslghL!lnLo!Lhe!
candldaLe's!oplnlons!abouL!worklng!Loward!goals.!uoes!she!conslder!goals!an!lmposlLlon?!Cr!
does!she!conslder!Lhem!helpful?!
!
nexL,!shlfL!Lhe!dlscusslon!Lo!self"lmposed!goals,!and!seek!evldence!of!Lhem!ln!Lhe!candldaLe.!
Look!for!Llmes!when!Lhe!candldaLe!declded!on!and!meL!Lhese!goals!aL!work.!AlLhough!self"
lmposed!goals!relaLed!Lo!ouLslde!acLlvlLles!(golf!scores,!exerclse,!dleLlng)!are!useful!Lo!deLer"
mlne!lf!Lhe!candldaLe!has!Lhe!ablllLy!Lo!seL!goals!and!follow!Lhough,!lL's!lmporLanL!Lo!deLermlne!
wheLher!Lhe!candldaLe!conslders!Lhe!workplace!a!place!where!self"lmposed!goal!seLLlng!ls!of!
value.!AfLer!all,!your!purpose!ls!Lo!evaluaLe!wheLher!Lhe!person!wlll!seL!goals!aL!work,!noL!ln!her!
personal!llfe.!
!
?ou'll!also!wanL!Lo!deLermlne!wheLher!Lhe!person!ls!capable!of!reachlng!goals.!Some!people!are!
greaL!aL!seLLlng!goals,!buL!reachlng!Lhem!ls!anoLher!Lhlng.!LvaluaLe!Lhe!resulLs!Lhe!candldaLe!
achleved.!
!
LasLly,!you'll!wanL!Lo!conslder!how!Lhe!candldaLe!reacLs!when!she!doesn'L!meeL!a!goal-
lmposed!by!elLher!oLhers!or!herself.!uoes!she!raLlonallze?!8lame!oLhers?!Clve!up!ln!defeaL?!
WhaL!happens!Lo!Lhe!candldaLe's!moLlvaLlon!ln!Lhese!lnsLances?!
lf!you're!lnLervlewlng!a!manager,!you'll!wanL!Lo!know!abouL!her!goal!seLLlng!as!well!as!her!
ablllLy!Lo!help!oLhers!seL!and!reach!goals.!uoes!she!lmpose!goals!on!oLhers?!uoes!she!see!goal!
seLLlng!as!a!collaboraLlve!efforL?!WhaL!Lechnlque!does!she!apply!lf!goals!aren'L!reached?!Pow!
does!she!help!oLhers!achleve!Lhelr!goals?!MosL!people!respond!besL!Lo!a!collaboraLlve!goal"
seLLlng!process.!Also,!does!Lhe!leader!see!herself!as!a!parLner!and!resource!for!asslsLlng!people!
ln!reachlng!Lhelr!goals?!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
47!
!
ersonal!lnfluence!&!lnfluenclng!Self:!CpLlmlsm!
,-"%.$/0%!./!1%%"%%!74.$3$%3!
!
1)!1ell!me!abouL!a!pro[ecL!LhaL!you!knew!was!noL!golng!Lo!dellver!resulLs.!Pow!dld!you!know?!
2)!uescrlbe!a!Llme!when!you!Lrled!someLhlng!new!aL!work.!Pow!dld!LhaL!work?!Would!you!do!lL!
agaln?!Why!or!why!noL?!
3)!uescrlbe!a!slLuaLlon!aL!work!when!you!were!opLlmlsLlc!and!lL!affecLed!Lhe!ouLcome.!
4)!uescrlbe!a!slLuaLlon!aL!work!when!oLhers!wanLed!Lo!move!forward!on!someLhlng!and!you!
dldn'L!Lhlnk!lL!was!a!good!ldea.!Why!dldn'L!you!Lhlnk!lL!would!work?!WhaL!dld!you!do?!
3)!uescrlbe!a!Llme!when!you!were!more!opLlmlsLlc!Lhan!oLhers!aL!work!abouL!a!parLlcular!
pro[ecL.!WhaL!dld!you!do?!
6)!1ell!me!abouL!a!Llme!when!you!had!mlsplaced!opLlmlsm.!Pow!dld!you!proceed?!
7)!1ell!me!abouL!a!Llme!when!you!dldn'L!belleve!LhaL!a!pro[ecL!was!golng!Lo!Lurn!ouL!on!Llme,!on!
budgeL,!or!on!Lrack.!Why!dld!you!Lhlnk!lL!was!golng!Lo!be!a!problem?!
8)!Clve!me!a!slLuaLlon!where!you!belleved!LhaL!someLhlng!was!golng!Lo!be!successful!and!lL!
was.!Pow!dld!you!know?!
9)!1ell!me!abouL!a!Llme!when!someone!on!your!Leam!was!negaLlve!abouL!an!ouLcome.!Pow!dld!
lL!affecL!you?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
CpLlmlsm!lsn'L!lnLended!Lo!compensaLe!for!poor!pro[ecL!plannlng,!poor!sales!skllls,!or!poor!
cusLomer!servlce.!When!you're!evaluaLlng!Lhe!candldaLe's!answers!Lo!Lhe!above!quesLlons,!
you're!golng!Lo!have!Lo!Lake!lnLo!conslderaLlon!and!balance!Lhe!daLa!Lhe!candldaLe!ls!glvlng!you!
agalnsL!Lhe!aLLlLude!Lhe!candldaLe!has!abouL!Lhe!slLuaLlon.!lf!Lhe!daLa!clearly!suggesL!LhaL!poor!
skllls!or!poor!plannlng!ls!an!lssue,!Lhe!candldaLe's!opLlmlsm!won'L!make!a!dlfference.!Powever,!
Lhe!splrlL!of!Lhese!quesLlons!ls!Lo!Lry!Lo!deLermlne!whaL!perspecLlve!Lhe!candldaLe!brlngs!Lo!Lhe!
Leam.!LlsLen!for!poslLlve!sLaLemenLs!and!a!hopeful!perspecLlve!LhaL!Lhe!candldaLe!brlngs!when!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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!
48!
!
descrlblng!pasL!slLuaLlons.!llnd!ouL!abouL!Lhe!candldaLe's!Lolerance!for!oLhers!who!are!
opLlmlsLlc.!uoes!Lhe!candldaLe!have!a!poslLlve!regard!for!hopefulness!or!opLlmlsm,!or!does!he!
vlew!such!Lhlnklng!wlLh!conLempL?!Sure,!facLs!and!daLa!are!lmporLanL,!and!cerLaln!candldaLes!
Lralned!ln!cerLaln!dlsclpllnes!wlll!rely!more!Lhan!oLhers!on!facLs,!buL!ofLen!underlylng!Lhe!facLs!ls!a!
person's!bellef!abouL!a!parLlcular!slLuaLlon.!ln!Lhls!slLuaLlon,!you'll!be!llsLenlng!for!Lhe!underlylng!bellef.!
Also,!llsLen!for!how!Lhe!candldaLe!descrlbes!Lhe!causes!of!bad!evenLs.!1hose!who!explaln!bad!evenLs!ln!a!
clrcumscrlbed!way,!wlLh!exLernal,!unsLable,!and!speclflc!causes,!are!descrlbed!as!opLlmlsLlc.!ln!Lhe!
learned"helplessness!model,!people!become!helpless.!1hls!learned!helplessness!ls!represenLed!as!a!
generallzed!expecLaLlon!LhaL!fuLure!ouLcomes!wlll!be!unrelaLed!Lo!acLlons.
11!
1herefore,!a!candldaLe!wlll!
sound!llke!a!vlcLlm-he!wlll!express!LhaL!no!maLLer!whaL!he!had!done,!Lhe!ouLcome!wouldn'L!have!
lmproved.!1he!vlcLlm!volce!says!LhaL!noLhlng!ls!my!faulL."
12!
LlsLen!for!Lhls!Lype!of!vlcLlm!volce!from!Lhe!
candldaLe.!
Pere's!an!example!of!whaL!one!candldaLe!sald!when!asked!abouL!a!pro[ecL!LhaL!she!dldn'L!Lhlnk!would!
work:!l![usL!saw!Lhls!as!one!more!pro[ecL!LhaL!wouldn'L!produce!Lhe!resulL!LhaL!managemenL!promlsed.!
l![usL!geL!Llred!of!Lhelr!ple"ln"Lhe"sky!promlses."!AlLhough!Lhe!candldaLe!may!be!rlghL!abouL!
managemenL's!Lhlnklng,!furLher!problng!ls!ln!order.!When!Lhe!lnLervlewer!asked!for!an!example!of!
pro[ecLs!LhaL!dldn'L!produce!a!resulL!as!promlsed,!Lhe!candldaLe!sald!afLer!some!heslLaLlon,!Well,!Lhey!
sald!LhaL!a!program!flx!would!ellmlnaLe!errors!by!17!percenL.!lL!dldn'L."!lurLher!problng!abouL!Lhe!
resulLs!revealed!Lhe!followlng:!lL!only!produced!a!13!percenL!lmprovemenL!ln!errors."!Maybe!
managemenL!was!a!blL!opLlmlsLlc,!buL!lL!seems!llke!Lhe!resulLs!speak!for!Lhemselves.!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
49!
!
ersonal!lnfluence!&!lnfluenclng!Self:!llexlblllLy!and!AdapLablllLy!
,-"%.$/0%!./!1%%"%%!S>"J$;$>$.@!50&!1&54.5;$>$.@!
!
1)!uescrlbe!a!Llme!when!you!had!Lo!change!your!plans!Lo!accommodaLe!someone!else!aL!work.!
Pow!dld!you!feel!abouL!LhaL?!
2)!1ell!me!abouL!a!Llme!when!someLhlng!aL!work!was!changlng.!Pow!have!you!adapLed!Lo!Lhe!
change?!Pow!dld!you!feel!abouL!Lhe!change?!
3)!8elaLe!a!Llme!when!you!wanLed!someLhlng!aL!work!Lo!remaln!Lhe!same,!buL!oLhers!dldn'L.!
WhaL!dld!you!do?!Pow!dld!you!feel!abouL!LhaL?!
4)!uescrlbe!a!Llme!when!you!had!Lo!learn!someLhlng!new.!Pow!dld!you!feel!abouL!LhaL?!Pow!
have!you!adapLed!Lo!Lhe!new!sysLem?!
3)!1ell!me!abouL!a!Llme!when!you!had!Lrouble!ad[usLlng!Lo!a!change.!WhaL!dld!you!flnd!
dlfflculL?!
6)!Clve!me!an!example!of!a!Llme!when!you!were!flexlble.!
7)!Clve!me!an!example!of!a!Llme!when!you!weren'L!very!flexlble.!
8)!1ell!me!abouL!a!Llme!when!you!had!Lo!reconslder!how!Lo!lnLeracL!or!behave!because!you!
weren'L!geLLlng!Lhe!resulLs!you!requlred.!
9)!Were!Lhere!any!behavlors!LhaL!you!had!Lo!abandon!LhaL!worked!for!you!ln!a!prevlous![ob!
LhaL!dldn'L!work!ln!a!new![ob?!Pow!dld!you!know!Lhese!behavlors!dldn'L!or!wouldn'L!work!ln!
your!new![ob?!
lor!managers!or!leaders:!
!
10)!1ell!me!abouL!a!Llme!as!a!manager!LhaL!you!found!lL!necessary!Lo!bend!Lhe!rules.!WhaL!dld!
you!do?!Why!dld!you!do!lL?!Pow!dld!you!feel!abouL!lL?!
11)!1ell!me!abouL!a!Llme!when!you!were!flexlble!and!accommodaLed!Lhe!needs!of!someone!on!
your!sLaff.!Pow!dld!you!feel!abouL!LhaL?!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
30!
!
12)!As!a!manager,!have!you!ever!been!flexlble!and!laLer!regreLLed!lL?!
13)!WhaL!Lypes!of!behavlors!dld!you!need!Lo!develop!when!you!LranslLloned!from!worker!Lo!
supervlsor?!lrom!manager!Lo!dlrecLor?!
14)!Were!Lhere!any!behavlors!LhaL!you!had!Lo!abandon!LhaL!worked!for!you!ln!a!prevlous!role!
LhaL!dldn'L!work!ln!a!new!role?!Pow!dld!you!know!Lhese!behavlors!dldn'L!or!wouldn'L!work!ln!
your!new!role?!
13)!Was!Lhere!ever!a!Llme!when!you!changed!roles!or![obs!or!organlzaLlons!LhaL!you!had!Lo!leL!
go!of!behavlors!LhaL!conLrlbuLed!Lo!your!success!ln!pasL!slLuaLlons?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
WlLh!all!Lhe!changes!LhaL!Lake!place!ln!Lhe!workplace,!candldaLes!should!be!able!Lo!glve!you!
concreLe!examples!of!Llmes!when!Lhey!had!Lo!be!flexlble.!Asklng!Lhe!follow"up!quesLlon!Pow!
dld!you!feel!abouL!LhaL?"!ls!an!lmporLanL!way!Lo!assess!Lhe!candldaLe's!underlylng!assumpLlons!
abouL!change.!ls!Lhe!candldaLe!someone!who!en[oys!change,!or!does!he!llke!Lhlngs!Lo!remaln!
Lhe!same?!Look!for!a!plcLure!Lo!emerge!abouL!how!Lhe!candldaLe!vlews!change.!!usL!as!wlLh!all!
Lhe!compeLencles,!Lhe![ob!wlll!dlcLaLe!wheLher!or!noL!Lhe!compeLency!ls!lmporLanL.!8elng!rlgld!
and!followlng!a!seL!paLLern,!schedule,!or!meLhod!may!cerLalnly!be!deslrable!ln!some![obs.!ln!
facL,!belng!Loo!flexlble!ln!some!poslLlons!may!be!a!deLrlmenL.!Carefully!maLch!Lhe!compeLencles!
wlLh!Lhe![ob.!lf!flexlblllLy!ls!lmporLanL,!llsLen!for!evldence!LhaL!Lhe!candldaLe!ls!lndeed!flexlble.!
!
Conslder!Lhls!answer!Lo!Lhe!quesLlon!1ell!me!abouL!a!Llme!when!you!had!Lo!ad[usL!Lo!a!change!
aL!work":!Well,![usL!recenLly,!we!changed!Lhe!procedure!for!recelvlng!large!orders.!We!used!Lo!
have!Lwo!people!check!ln!Lhe!order.!Cne!would!check!Lhe!compuLer!sysLem!and!verlfy!Lhe!
order!agalnsL!Lhe!packlng!llsL,!and!Lhe!oLher!person!would!check!for!Lhe!merchandlse.!now,!one!
person!has!Lo!do!boLh![obs.!So,!l!had!Lo!learn!how!Lo!use!Lhe!compuLer!sysLem!where!Lhe!
elecLronlc!packlng!llsLs!and!orders!are!sLored."!1he!lnLervlewer!Lhen!asked!Lhe!follow"up!
quesLlon!Pow!do!you!feel!abouL!LhaL?"!and!galned!Lhe!followlng!lnformaLlon:!Well,!l!don'L!
llke!lL.!lL's!so!much!easler!Lo!do!lL!Lhe!oLher!way.!lL's!confuslng!Lo!flnd!everyLhlng!on!Lhe!
compuLer!and!also!go!and!check!Lhe!order."!AnoLher!follow"up!quesLlon!provldes!even!more!
lnformaLlon!abouL!Lhe!slLuaLlon:!Pow!are!you!adapLlng!Lo!Lhls!change?"!Well,!l'm!dolng!okay.!
My!supervlsor!sald!LhaL!l!had!Lhe!fewesL!dlscrepancles!and!also!had!Lhe!fasLesL!check"ln!speed,!
so!my!numbers!are!very!good.!Cur!deparLmenL!measures!speed!and!accuracy!of!order!check"
ln."!So!lL's!posslble!Lo!dlsllke!Lhe!change!yeL!be!able!Lo!adapL!qulLe!well.!1hls!answer!glves!Lhe!
lnLervlewer!lmporLanL!lnformaLlon.!lf!Lhe!candldaLe!had!sald,!l'm!adapLlng!okay,"!Lhe!lnLer"
vlewer!wouldn'L!have!enough!lnformaLlon!Lo!evaluaLe!Lhe!candldaLe's!poslLlon!and!would!need!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
31!
!
Lo!ask!for!concreLe!measures.!Also,!remember!LhaL!addlLlonal!examples!wlll!enable!Lhe!
lnLervlewer!Lo!deLermlne!wheLher!Lhe!candldaLe!generally!dlsllkes!change,!yeL!adapLs!well,!or!
wheLher!Lhls!ls!an!lsolaLed!example.!lL's!lmporLanL!Lo!acqulre!Lhls!lnformaLlon!lf!Lhe![ob!LhaL!
you're!lnLervlewlng!candldaLes!for!requlres!loLs!of!change!and!flexlblllLy.!
!
ln!addlLlon,!employees,!and!especlally!managers!and!leaders,!should!undersLand!LhaL!dlfferenL!
[obs!and!roles!mlghL!requlre!dlfferenL!seLs!of!behavlors.!lf!Lhey!are!aware!LhaL!dlfferenL!roles!or!
[obs!requlre!dlfferenL!behavlors,!probe!Lo!dlscover!how!Lhey!became!aware!of!Lhe!need!Lo!
adapL.!Were!Lhey!able!Lo!read!Lhe!envlronmenL!or!Lhe!people!and!reallze!LhaL!Lhey!had!Lo!
adapL!Lhelr!behavlor?!Cr!dld!someone!have!Lo!polnL!ouL!Lhe!need!for!a!dlfferenL!seL!of!
behavlors?!referably!Lhe!candldaLe!deLermlned!Lhe!need!for!dlfferenL!behavlors!by!observlng!
oLhers!ln!a!slmllar!role,!by!assesslng!people's!reacLlons,!and!by!anLlclpaLlng!dlfferences.!1hls!
lnLernal!compass!would!lead!Lo!flexlble!and!adapLable!behavlor!wlLhouL!Lhe!need!for!someone!
Lo!polnL!lL!ouL.!lf!someone!musL!polnL!lL!ouL,!Lhe!person!may!have!already!losL!credlblllLy!or!
have!a!performance!problem.!
!
Asklng!a!candldaLe!lnLervlewlng!for!a!managerlal!or!leadershlp!poslLlon!abouL!examples!of!
when!she!accommodaLed!oLhers!or!when!she!felL!lL!necessary!Lo!bend!Lhe!rules!glves!you!
lmporLanL!lnslghL!lnLo!Lhe!candldaLe's!flexlblllLy.!?ou!should!assess!Lhe!answers!you!recelve!
agalnsL!Lhe!flL!wlLhln!your!organlzaLlon.!1hese!quesLlons!lnvolve![udgmenL!lssues!LhaL!you'll!
need!Lo!evaluaLe!agalnsL!Lhe!landscape!of!your!organlzaLlon.!lor!example,!ls!Lhe!manager's!
example!abouL!bendlng!rules!ln!favor!of!saLlsfylng!cusLomers?!1he![udgmenL!porLlon!of!Lhe!
quesLlon!ls!separaLe!from!Lhe!lssue!of!flexlblllLy.!lf!you're!aLLempLlng!Lo!deLermlne!wheLher!
someone!ls!flexlble,!Lhe!candldaLe!should!be!able!Lo!glve!evldence!where!she!demonsLraLed!
flexlblllLy!ln!her!Lhlnklng!and!declslon!maklng!and!acLed!ln!a!flexlble!way.!
!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
32!
!
ersonal!lnfluence!&!lnfluenclng!CLhers:!!Leadlng!CLhers!
,-"%.$/0%!./!1%%"%%!Q"5&$0D!7.8"9%!
!
1)!1ell!me!abouL!a!Llme!you!had!an!ldea!and!you!goL!oLher!people!Lo!follow!you.!WhaL!dld!you!
do?!
2)!uescrlbe!a!Llme!when!oLhers!relled!on!you!and!followed!your!lead.!
3)!1ell!me!abouL!a!Llme!when!you!were!able!Lo!lnfluence!oLhers.!Pow!dld!you!do!lL?!Pow!dld!
you!feel!abouL!lnfluenclng!oLhers?!
4)!uescrlbe!a!Llme!when!you!Look!charge!of!a!slLuaLlon.!
3)!1ell!me!abouL!a!Llme!when!oLhers!looked!Lo!you!for!dlrecLlon.!WhaL!dld!you!do?!Pow!dld!you!
feel!abouL!LhaL?!
lor!managers!and!leaders:!
!
6)!Pow!do!you!geL!people!Lo!follow!you?!WhaL!do!you!do?!Pow!do!you!lnfluence!Lhem?!
7)!1ell!me!abouL!a!Llme!when!someone!was!reslsLlng!you.!WhaL!dld!you!do?!
8)!uescrlbe!a!Llme!when!you!were!able!Lo!geL!people!Lo!follow!you!on!a!conLroverslal!lssue.!
9)!1ell!me!abouL!a!Llme!when!you!unlLed!your!followers!around!an!lssue.!
10)!uescrlbe!a!Llme!when!you!lnfluenced!people!Lo!follow!you!when!you!dld!noL!have!poslLlonal!
auLhorlLy.!
11)!Clve!me!an!example!of!when!you!lnfluenced!your!peers.!
12)!Clve!me!an!example!of!when!you!lnfluenced!your!boss.!
!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
33!
!
1he!candldaLe!should!be!able!Lo!provlde!examples!of!Llmes!when!she!emerged!as!a!leader.!Look!
for! examples! when! Lhe! candldaLe! dellberaLely!demonsLraLed! leadershlp! and! also! for! examples!
of!when!Lhe!candldaLe!emerged!as!a!leader!because!oLhers!soughL!ouL!her!knowledge,!sklll,!or!
lnLeresL!ln!a!parLlcular!Lask!or!sub[ecL.!When!a!candldaLe!dellberaLely!demonsLraLes!leadershlp,!
she! chooses! Lo! lead.! All! Lhree! of! Lhe! examples! provlded! above! demonsLraLe! dellberaLe!
leadershlp.!
!
Powever,!dependlng!on!Lhe!role!and!Lhe![ob!LhaL!you!as!Lhe!lnLervlewer!or!hlrlng!manager!musL!
flll,!lL!ls!also!useful!Lo!deLermlne!wheLher!oLhers!seek!ouL!Lhe!candldaLe!as!a!leader.!When!
oLhers!ask!a!candldaLe!Lo!provlde!leadershlp,!Lhls!demonsLraLes!LhaL!Lhe!candldaLe!possesses!
some!quallLy!or!experLlse!LhaL!oLhers!requlre.!When!asked!Lo!glve!an!example!of!when!oLhers!
followed!hls!lead,!one!candldaLe!answered!ln!a!humble,!quleL!demeanor,!Well,!Lhere!was!a!
very!Lense!slLuaLlon!wlLh!a!huge!cusLomer.!We!were!supposed!Lo!dellver!someLhlng!on!spec!
and!we!mlssed!Lhe!deadllne!and!dldn'L!manufacLure!lL!up!Lo!spec.!1he!cusLomer!was!
LhreaLenlng!Lo!pull!hls!buslness.!(1he!cusLomer!accounLs!for!40!percenL!of!our!revenues.)!!oe!
came!Lo!me!and!asked!lf!l!would!be!wllllng!Lo!meeL!wlLh!Lhe!Leam!Lo!address!Lhe!slLuaLlon.!l!
have!a!long!hlsLory!and!a!good!repuLaLlon!wlLh!Lhls!cusLomer.!So,!l!dld.!1he!Leam!Look!my!
recommendaLlons!and!we!were!able!Lo!reLaln!Lhe!cusLomer.!!oe!also!asked!me!lf!l!would!sLay!
lnvolved!wlLh!Lhe!Leam!for!a!whlle!Lo!make!sure!LhaL!we!malnLaln!Lhe!cusLomer's!confldence.!
lL's!been!abouL!a!year!and!Lhlngs!are!runnlng!really!well."!1hls!candldaLe!clearly!demonsLraLed!
LhaL!he!had!experLlse,!and!he!lnfluenced!Lhe!Leam!Lhrough!hls!repuLaLlon!and!sklll.!
!
When!you're!evaluaLlng!a!candldaLe's!lnfluence,!remember!LhaL!charlsma!and!asserLlveness!
don'L!necessarlly!make!a!person!lnfluenLlal.!lnfluence!comes!ln!many!dlfferenL!slzes!and!sLyles.!
Look!for!Lhe!Lype!LhaL!wlll!make!a!good!flL!wlLh!Lhe!poslLlon!and!your!organlzaLlon.!Someone!
can!exerclse!leadershlp!wlLh!a!very!quleL!and!unassumlng!sLyle.!Look!for!resulLs!and!evldence,!
noL!for!charm.!
!
When!lnLervlewlng!Lo!flll!a!managerlal!or!leadershlp!poslLlon,!assess!Lhe!meLhods!candldaLes!
use!Lo!lnfluence!people.!Cbvlously,!Lhey!have!poslLlonal!auLhorlLy,!however,!look!for!examples!
of!how!Lhey!lnfluence!people!beyond!Lhe!use!of!poslLlonal!auLhorlLy.!lf!Lhe!only!answer!a!
candldaLe!can!glve!you!ls,!l![usL!Lold!!lm!he!had!Lo!do!lL,"!l!would!be!concerned!LhaL!Lhe!
candldaLe!lsn'L!aware!of!Lhe!oLher!meLhods!of!lnfluence.!robe!deeply!Lo!glve!Lhe!candldaLe!an!
opporLunlLy!Lo!Lell!you!abouL!hls!LacLlcs!and!meLhods!for!lnfluenclng!followers.!ln!H8"!C/9>&X%!
O/%.!A/E"9F->!!Q"5&"9%8$4!A9$06$4>"\!!ames!PunLer!descrlbes!a!poslLlve!meLhod!as!Lhe!sklll!of!
lnfluenclng!people!Lo!enLhuslasLlcally!work!Loward!goals!ldenLlfled!as!belng!for!Lhe!common!
good."
2!
1o!accompllsh!enLhuslasLlc!supporL!and!garner!a!followlng,!leaders!musL!engage!peo"
ple,!value!Lhem,!honor!Lhelr!ldeas!Lhrough!llsLenlng,!and!help!Lhem!Lo!feel!lmporLanL.!1hey!
musL!express!graLlLude!and!dlsplay!carlng.!Powever,!leaders!musL!also!dlsplay!compeLence.!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
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34!
!
WaLch!for!slgns!of!Lhese!behavlors!ln!Lhe!answers!LhaL!you!gaLher.!
!
CuesLlons!almed!aL!lnfluenclng!peers!as!well!as!Lhe!boss!glve!you!valuable!lnslghL!lnLo!Lhe!
candldaLe's!meLhod!of!lnfluence!when!poslLlonal!auLhorlLy!doesn'L!exlsL.!Cne!candldaLe,!when!
asked!abouL!galnlng!a!peer's!cooperaLlon!sald,!l!wenL!Lo!our!boss!and!leL!hlm!deal!wlLh!lL."!
Agaln,!Lhe!lnLervlewer!galns!lmporLanL!lnformaLlon.!AnoLher!Lelllng!example!came!when!a!
candldaLe!was!asked!abouL!reslsLance.!Pe!responded,!l!don'L!belleve!ln!playlng!games!wlLh!
people.!We're!here!Lo!geL!Lhe![ob!done,!so!whenever!l!say!Lo!do!someLhlng,!l!expecL!people!Lo!
do!lL!or!l!Lell!Lhem!Lhey!can!go!somewhere!else."!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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33!
!
ersonal!lnfluence!&!lnfluenclng!CLhers:!!CreaLlng!a!oslLlve!Work!
CllmaLe!
,-"%.$/0%!./!1%%"%%!B9"5.$0D!5!A/%$.$#"!C/9=!B>$35."!
!
lor!leaders!and!managers:!
!
1)!uescrlbe!Lhe!cllmaLe!or!culLure!of!your!presenL!deparLmenL.!
2)!WhaL!speclflc!sLeps!do!you!Lake!Lo!seL!Lhe!Lone!wlLhln!your!deparLmenL?!
3)!Pow!ls!Lhe!cllmaLe!wlLhln!your!deparLmenL!dlfferenL!from!LhaL!of!oLher!areas!wlLhln!your!
company?!
4)!WhaL!evldence!do!you!have!LhaL!you've!creaLed!a!poslLlve!cllmaLe!or!culLure?!
3)!uescrlbe!Lhe!ldeal!cllmaLe!of!a!deparLmenL.!WhaL!acLlons!do!you!Lhlnk!a!leader!musL!Lake!Lo!
creaLe!an!ldeal!cllmaLe?!
6)!1ell!me!abouL!a!Llme!when!your!sLaff!was!noL!very!energlzed.!WhaL!dld!you!do?!
7)!1ell!me!abouL!a!Llme!when!someone!expressed!concerns!abouL!Lhe!worklng!cllmaLe!of!your!
deparLmenL.!WhaL!dld!you!do?!
8)!uescrlbe!a!slLuaLlon!when!an!employee!was!dlsrupLlng!Lhe!cllmaLe!you!were!Lrylng!Lo!
esLabllsh.!WhaL!dld!you!do?!
lor!employees:!
!
9)!uescrlbe!a!poslLlve!worklng!cllmaLe.!WhaL!would!lL!feel!llke?!WhaL!do!you!do!Lo!creaLe!a!poslLlve!
worklng!cllmaLe!every!day?!
10)!Clve!me!some!examples!of!whaL!you!do!Lo!ensure!LhaL!your!coworkers!have!a!poslLlve!day.!
11)!Clve!me!an!example!of!some!acLlons!you've!Laken!wlLh!a!negaLlve!coworker.!WhaL!have!
you!done!Lo!creaLe!a!more!poslLlve!worklng!relaLlonshlp!wlLh!Lhls!person?!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
36!
!
12)!Pow!do!you!supporL!your!supervlsor!ln!creaLlng!a!poslLlve!cllmaLe!ln!your!work!unlL?!
!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
Cenerally,!Lhese!quesLlons!are!for!leaders!or!managers,!who!should!be!able!Lo!glve!you!answers!
LhaL!lndlcaLe!LhaL!Lhey!recognlze!Lhelr!responslblllLy!for!creaLlng!a!poslLlve!cllmaLe!wlLhln!Lhelr!
work!group.!Cood!leaders!vlsuallze!and!arLlculaLe!Lhe!culLure!Lhey!expecL!Lo!creaLe!ln!Lhelr!
work!unlLs.!1haL!vlslon!should!be!conslsLenL!and!flL!wlLhln!your!company!or!organlzaLlon.!ln!
addlLlon,!candldaLes!should!be!able!Lo!ouLllne!speclflc!sLeps!LhaL!Lhey!have!Laken!Lo!creaLe!a!
poslLlve!cllmaLe!wlLh!Lhelr!sLaff.!1he!answers!LhaL!you!galn!should!glve!you!a!good!lndlcaLlon!of!
wheLher!or!noL!Lhe!candldaLe!even!conslders!cllmaLe!Lo!be!hls!responslblllLy.!AlLhough!
organlzaLlonal!lssues,!markeL!condlLlons,!and!oLher!facLors!lnfluence!employee!morale!and!
saLlsfacLlon,!so!does!Lhe!dlrecL!leader's!acLlon.!robe!furLher!Lo!deLermlne!wheLher!Lhe!leader!
recognlzes!LhaL!he!conLrols!cerLaln!facLors,!and!look!for!evldence!of!how!Lhe!leader!acLs.!lL's!
also!helpful!Lo!ask!for!more!Lhan!one!example.!lf!a!person!has!held!more!Lhan!one!leadershlp!
poslLlon!or!has!worked!ln!mulLlple!companles!or!organlzaLlons,!asklng!for!mulLlple!examples!
glves!Lhe!lnLervlewer!more!lnslghL!lnLo!how!Lhe!candldaLe!seLs!Lhe!Lone!or!cllmaLe!when!ln!a!
leadershlp!role.!
!
Some!leaders!Lle!Lhe!cllmaLe!Lo!Lhe!corporaLe!values!of!Leamwork!or!respecL.!Some!develop!
Lhelr!own!seL!of!operaLlng!behavlors!for!Lhelr!deparLmenL!or!Leam.!1he!key!polnL!here!ls!LhaL!
leaders!should!have!a!clear!vlslon,!should!esLabllsh!guldellnes!for!lnLeracLlng!LhaL!supporL!Lhe!
vlslon,!should!have!clearly!communlcaLed!whaL's!expecLed,!and!should!acL!ln!a!manner!LhaL!ls!
conslsLenL!wlLh!Lhls!vlslon.!1he!candldaLe!should!also!be!able!Lo!glve!evldence!of!Lhe!poslLlve!
culLure!she!creaLed.!ls!her!overLurn!raLe!lower!Lhan!average?!Are!Lhere!oplnlon!surveys!or!
saLlsfacLlon!surveys!LhaL!call!ouL!her!deparLmenL!as!unusually!hlgh!scorlng?!Lven!anecdoLal!
evldence!can!supporL!her!clalms.!Cne!worklng!supervlsor!was!able!Lo!descrlbe!a!very!poslLlve!
culLure,!when!asked!for!evldence,!she!sald,!Well,!Lhls!lsn'L!someLhlng!LhaL!you!can!measure,!
buL!when!my!husband!was!dlagnosed!wlLh!cancer,!my!employees!all!goL!LogeLher.!1hey!Look!lL!
upon!Lhemselves!Lo!dlvlde!up!some!of!my!work.!1hey!sald!LhaL!whlle!my!husband!was!slck,!Lhey!
were!all!golng!Lo!plLch!ln!and!Lry!Lo!relleve!me!of!some!of!my!Lasks.!ln!addlLlon,!Lhey!lefL!me!a!
wrlLLen!reporL!every!day!leLLlng!me!know!whaL!Lhey!were!able!Lo!compleLe.!Lveryone!worked!
LogeLher!on!Lhls.!lL!was!greaL."!Cbvlously,!Lhls!person!dld!someLhlng!Lo!engender!Lhls!klnd!of!
supporL.!
!
AnoLher!polnL!worLh!noLlng!lnvolves!Lhe!energy!of!Lhe!work!unlL.!Lnergy!and!mood!are!
conLaglous,!and!Lhe!leader!seLs!Lhe!Lone.!ls!Lhe!candldaLe!aware!LhaL!he!or!she!can!Lake!acLlons!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
37!
!
Lo!lncrease!Lhe!energy!level!of!Lhe!group?!Cne!candldaLe!sald!LhaL!she!noLlced!LhaL!her!sLaff!
was!geLLlng!weary!durlng!a!parLlcularly!busy!Llme!ln!Lhe!dead!of!wlnLer.!She!declded!Lo!have!a!
summer!luau!parLy!one!Monday!afLernoon.!lL!was!a!LoLal!surprlse,!and!she!purposely!chose!
Monday.!She!sald!Lhe!energy!and!hlgh!splrlL!creaLed!by!Lhe!luau!lasLed!all!week.!
Also,!ask!abouL!how!Lhe!leader!would!address!a!negaLlve!or!reslsLanL!employee.!Wlll!Lhe!
candldaLe!acL!Lo!defend!Lhe!culLure!he!ls!creaLlng?!Wlll!he!Leach!and!menLor!employees!Lo!
supporL!Lhe!culLure?!SomeLlmes,!leaders!do!a!good![ob!of!envlslonlng!and!arLlculaLlng!a!poslLlve!
culLure,!buL!Lhey!geL!sLymled!when!someone!reslsLs.!erhaps!Lhey!lack!Lhe!sklll!or!Lhe!courage!
Lo!address!reslsLance.!Cne!leader!gave!evldence!of!a!very!poslLlve!culLure!LhaL!he!creaLed,!Lhen!
a!new!person!enLered!Lhe!work!unlL,!and!her!manlpulaLlve!and!backsLabblng!behavlor!
desLroyed!whaL!he!had!creaLed.!Pe!sald!ln!Lhe!lnLervlew,!l!learned!how!one!person!could!
desLroy!everyLhlng!l!worked!hard!Lo!bulld."!When!Lhe!lnLervlewer!probed!wlLh!WhaL!dld!you!
do!when!you!reallzed!Lhls!was!happenlng?"!Lhe!candldaLe!responded,!Well,!Lhere!wasn'L!much!
l!could!do,!she!was!very!sLrong!wllled."!1hls!sense!of!helplessness!speaks!volumes.!Assumlng!
LhaL!Lhe!manlpulaLlve!person!was!hlred!by!Lhls!leader,!Lhe!slLuaLlon!would!even!be!worse.!1he!
leader!dldn'L!Lake!acLlons!Lo!defend!Lhe!culLure!he!creaLed,!nor!dld!he!lnlLlally!hlre!someone!
who!would!flL!lnLo!Lhe!culLure.!
!
AlLhough!Lhe!responslblllLy!for!creaLlng!a!poslLlve!cllmaLe!resLs!prlmarlly!wlLh!Lhe!leader,!
employee!acLlons!speak!volumes.!CuesLlonlng!a!candldaLe!abouL!cllmaLe!and!her!role!ln!lL!glves!
Lhe!lnLervlewer!or!hlrlng!manager!lnslghL!lnLo!Lhe!candldaLe's!self"leadershlp!skllls.!uoes!Lhe!
candldaLe!reallze!LhaL!all!people!have!a!role!ln!seLLlng!cllmaLe!or!Lone?!uoes!she!Lake!acLlons!Lo!
creaLe!a!poslLlve!cllmaLe!wlLh!peers!and!oLhers?!Ask!a!candldaLe!some!quesLlons!Lo!assess!whaL!
acLlons!and!responslblllLy!she!Lakes!Lo!seL!Lhe!Lone.!Cne!candldaLe!sald,!lL's!noL!my![ob!Lo!
worry!abouL!wheLher!or!noL!my!coworkers!are!havlng!a!good!day.!1haL's!my!boss's![ob."!Cn!Lhe!
conLrary,!lf!each!employee!concerned!herself!wlLh!wheLher!or!noL!her!coworkers!were!havlng!a!
good!day,!morale!problems!would!go!away.!Also,!servlng!lnLernal!cusLomers!(coworkers)!
requlres!Lhe!aLLlLude!LhaL!each!person!manages!hls!behavlor!Lo!creaLe!a!poslLlve!experlence!for!
Lhe!people!he!encounLers.!8e!sure!Lo!probe,!quesLlons!such!as!Lhese!wlll!ofLen!ellclL!slmple!
answers!such!as,!l'm!real!easy!Lo!geL!along!wlLh.!Lveryone!llkes!me."!1haL!may!be!Lrue,!buL!
LhaL!answer!lacks!clarlLy.!ulg!deeper!for!speclflc!examples!of!how!Lhe!candldaLe!behaves.!1haL!
characLerlsLlc!engenders!a!poslLlve!cllmaLe.!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
38!
!
ersonal!lnfluence!&!lnfluenclng!CLhers:!!CeLLlng!8esulLs!1hrough!
CLhers!
,-"%.$/0%!./!1%%"%%!V"..$0D!!"%->.%!.89/-D8!7.8"9%!
!
lor!managers!or!leaders:!
1)!uescrlbe!some!of!Lhe!resulLs!you've!achleved!ln!your!area!wlLhln!Lhe!pasL!year.!Pow!dld!you!
achleve!Lhose!resulLs?!
2)!ln!whaL!areas!dld!you!fall!shorL!of!dellverlng!Lhe!resulLs!you!wanLed!Lo!dellver?!Why!dld!you!
fall!shorL?!WhaL!could!you!have!done!dlfferenLly?!
3)!uescrlbe!how!you!Lyplcally!geL!resulLs!from!oLher!people.!
4)!1ell!me!how!you!seL!goals!for!your!sLaff.!Clve!me!an!example!of!a!Llme!when!someone!
wasn'L!meeLlng!a!goal.!WhaL!dld!you!do?!
3)!Pas!Lhere!ever!been!a!Llme!when!no!maLLer!whaL!you!dld,!someone!was!unable!Lo!reach!a!
goal?!WhaL!dld!you!do?!
6)!WhaL!have!you!done!Lo!share!your!expecLaLlons!wlLh!your!deparLmenL?!
7)!Pave!you!ever!seL!a!goal!Loo!low?!WhaL!dld!you!do?!
8)!1ell!me!abouL!a!Llme!when!someone!was!reslsLlng!you,!your!ldeas,!or!your!auLhorlLy.!WhaL!
dld!you!do?!
9)!1ell!me!abouL!a!Llme!LhaL!you!were!wrong!ln!Lhe!way!LhaL!you!addressed!an!employee!
slLuaLlon.!
10)!As!a!manager,!Lell!me!abouL!a!Llme!when!you!dldn'L!have!enough!resources!Lo!do!Lhe![ob.!
WhaL!dld!you!do?!
lor!employees:!
!
11)!uescrlbe!a!slLuaLlon!when!your!acLlons!helped!oLhers!achleve!resulLs!or!goals.!
!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
39!
!
!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
When!lnLervlewlng!candldaLes!for!leadershlp!poslLlons,!be!sure!Lo!esLabllsh!evldence!LhaL!Lhey!
use! esLabllshed! performance"managemenL! Lechnlques.! Cood! performance! managemenL!
requlres!Lhe!leader!Lo!esLabllsh!clear!expecLaLlons,!measure!performance,!clearly!communlcaLe!
expecLaLlons!and!measures,!monlLor!employee!performance,!and!glve!feedback!LhroughouL!Lhe!
performance! cycle.! 1hrough! your! dlscusslons! wlLh! Lhe! candldaLe,! you! should! be! able! Lo!
deLermlne! whaL! Lhe! candldaLe! does! Lo! clarlfy! expecLaLlons,! how! Lhe! candldaLe! checks! or!
monlLors! resulLs,! and! wheLher! or! noL! Lhe! candldaLe! glves! regular! performance! feedback.! 8uL!
Lhe! manner! ln! whlch! Lhe! leader! execuLes! Lhls! process! ls! crlLlcal.! use! Lhe! lnLervlew! process! Lo!
deLermlne!8/E!Lhe!candldaLe!engages!Lhe!employee!ln!Lhe!performance"managemenL!sysLem.!
CrganlzaLlons!wlLh!effecLlve!performance"managemenL!processes!creaLe!a!culLure!of!dlalogue.!
Leaders! musL! encourage! pervaslve! Lwo"way! communlcaLlon,! Lhrough! whlch! lndlvlduals! and!
groups! quesLlon,! challenge,! lnLerpreL,! and! clarlfy! goals! and! engage! ln! regular! performance!
dlalogue!Lo!ensure!LhaL!employees'!acLlons!are!allgned!wlLh!Lhe!organlzaLlon's!goals.
10!
!
lor! example,! from! Lhe! candldaLe's! answers,! do! you! geL! a! sense! LhaL! Lhe! process! ls!
collaboraLlve?!ln!addlLlon,!whaL!ls!Lhe!Lone!of!Lhe!dlscusslons!Lhe!candldaLe!ls!conveylng?!uoes!
Lhe!candldaLe!see!herself!as!a!parLner!for!achlevlng!goals?!uoes!Lhe!candldaLe!offer!employees!
help!and!resources!Lo!reach!goals?!uoes!Lhe!candldaLe!see!herself!as!a!menLor!or!coach!Lo!help!
people!achleve!goals?!When!asked!abouL!goals!and!Lhe!role!Lhe!manager!plays,!one!candldaLe!
sLaLed,! Look,! l! puL! lL! ouL! Lhere! ln! no! uncerLaln! Lerms.! Lveryone! knows! whaL! l! expecL.! l'm! noL!
Lhere!Lo!hold!anyone's!hand.!lf!Lhey!can'L!dellver,!l!have!Lo!cuL!my!losses."!1hls!candldaLe!mlghL!
dellver! clearly! deflned! goals,! buL! lL! seems! LhaL! Lhe! process! sLops! Lhere.! AlLhough! we're! noL!
suggesLlng! LhaL! an! emoLlonally! lnLelllgenL! leader! coddle! someone,! a! blL! of! coachlng! would!
cerLalnly! be! ln! order.! Why?! 8ecause! people's! performance! lmproves! when! Lhe! leader! acLlvely!
glves!performance!feedback!and!has!bullL!a!coachlng!relaLlonshlp!wlLh!Lhe!employee.!
lL's!also!lnLeresLlng!Lo!examlne!how!a!candldaLe!addresses!reslsLanL!or!relucLanL!employees.!uld!
Lhe! candldaLe! lmmedlaLely! push! back! or! glve! Lhe! employee! an! ulLlmaLum?! uld! he! glve! up! and!
geL! oLher! people! Lo! cover! for! Lhe! reslsLanL! employee?! Cr! dld! he! glve! clear! feedback,! llsLen! Lo!
Lhe!employee,!lnvolve!Lhe!employee!ln!problem!solvlng,!and!offer!supporL,!addlLlonal!Lralnlng,!
or!oLher!resources!Lo!overcome!Lhe!performance!dlfflculLy?!LlsLen!carefully!Lo!dlsLlll!Lhe!Lone!of!
Lhe! employee! dlscusslons.! 1here! ls! one! Lhlng! you! can! counL! on! as! a! leader:! evenLually,!
someone,!somewhere,!wlll!reslsL!your!ldeas,!suggesLlons,!or!goals.!Learnlng!whaL!Lhe!candldaLe!
does! Lo! lnfluence! a! person! who! reslsLs! glves! Lhe! lnLervlewer! crlLlcal! lnformaLlon.! Look! for!
answers!LhaL!suggesL!LhaL!Lhe!candldaLe!worked!up!fronL!Lo!bulld!Lhe!relaLlonshlp,!lncluded!Lhe!
employee's! lnpuL! and! collaboraLed! wlLh! Lhe! employee! on! Lhe! ldeas,! pro[ecLs,! or! goals,! and!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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60!
!
asked! for! employee! feedback! and! llsLened! Lo! employee! concerns.! 1rue! lnfluence! ls! ln! Lhe!
deLalls!and!Lhe!Lone.!
!
SomeLlmes,!however,!even!a!leader!who!employed!all!Lhe!rlghL!meLhods!encounLers!a!slLuaLlon!
ln!whlch!a!person!ls!unwllllng!or!unable!Lo!meeL!Lhe!demands!of!Lhe![ob.!ln!Lhls!case,!Lhe!leader!
musL!courageously!Lake!Lhe!nexL!sLep-progresslve!dlsclpllne.!1he!lnLervlewer!musL!deLermlne!
wheLher!Lhe!candldaLe!gave!Lhe!employee!ln!quesLlon!falr!and!ample!coachlng!and!counsellng,!
and!Lhen!wheLher!Lhe!leader!addressed!Lhe!slLuaLlon!ln!an!honorable!manner-even!lf!lL!ended!
ln! LermlnaLlon.! lf! a! leader! falls! Lo! address! performance! problems,! ulLlmaLely,! he! can! lose!
lnfluence! wlLh! oLhers! on! hls! Leam,! because! by! accepLlng! lowers! sLandards! for! one! person,! he!
lowers!Lhe!expecLaLlons!for!everyone.!
!
1o!deLermlne!how!a!candldaLe!geLs!resulLs!when!he!has!no!poslLlonal!auLhorlLy,!be!sure!Lo!
dlrecL!your!quesLlons!speclflcally!Lo!LhaL!polnL.!Ask,!Pow!do!you!Lyplcally!geL!resulLs!from!
4""9%^_!or!1ell!me!abouL!a!Llme!when!a!4""9!reslsLed!you,!or!your!ldeas.!WhaL!dld!you!do?"!
Pere!agaln,!Lhe!candldaLe!should!glve!answers!LhaL!descrlbe!collaboraLlve!approaches.!uld!Lhe!
candldaLe!recognlze!Lhe!need!for!sLrong!peer"Lo"peer!relaLlonshlps?!uld!she!ask!for!lnpuL!on!
ldeas,!pro[ecLs,!or!goals!LhaL!affecLed!peers?!Was!Lhe!candldaLe!open!Lo!feedback,!and!dld!she!
llsLen!Lo!concerns?!lnfluence!ls!made!of!bulldlng!blocks.!A!candldaLe's!awareness!of!Lhe!process!
of!lnfluenclng!oLhers!wlll!be!evldenL!ln!Lhe!manner!ln!whlch!she!descrlbes!her!lnLeracLlons.!
!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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61!
!
MasLery!of!urpose!and!vlslon:!undersLandlng!Cne's!urpose!and!
value!
,-"%.$/0%!./!1%%"%%!W0&"9%.50&$0D!70"X%!A-94/%"!50&!Y5>-"%!
!
1)!uescrlbe!a!Llme!when!you!were!losL!ln!your!work!ln!a!good!way-!when!Llme![usL!flew!by!and!
you!were!LoLally!absorbed!ln!whaL!you!were!dolng.!
2)!1ell!me!abouL!a!Llme!when!you!felL!bored!aL!work.!
3)!uescrlbe!your!ldeal![ob.!
4)!uescrlbe!Lhe!worsL!posslble![ob!for!you.!
3)!WhaL!Lype!of!work!would!you!flnd!mosL!lnsplrlng?!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
8y!asklng!Lhese!quesLlons,!Lhe!lnLervlewer!should!geL!a!plcLure!of!Lhe!Lype!of!work!mosL!allgned!
wlLh!Lhe!candldaLe's!lnLeresLs.!Cf!course,!lL!would!be!very!useful!lf!you!asked!Lhese!quesLlons!
before!you!descrlbed!Lhe![ob.!lf!Lhe!candldaLe!knows!whaL!Lhe![ob!enLalls!ln!advance,!Lhe!
candldaLe!may!answer!Lhe!quesLlons!Lo!sulL!Lhe!poslLlon.!So,!as!Lhe!lnLervlewer,!arrange!your!
dlscusslon!so!LhaL!you!ask!Lhese!quesLlons!before!you!descrlbe!Lhe!poslLlon!or![ob!duLles.!1he!
quesLlon!abouL!belng!losL!ln!one's!work,!earller!descrlbed!as!flow,!helps!Lhe!lnLervlewer!un"
dersLand!Lhe!klnd!of!work!LhaL!resonaLes!wlLh!Lhe!candldaLe.!Cne!candldaLe!sLaLed!LhaL!Lhe!
worsL!posslble![ob!for!hlm!would!be!a!poslLlon!where!he!would!have!llLLle!or!no!help!ln!solvlng!
problems!and!be!expecLed!Lo!lnLeracL!wlLh!angry!people!all!day.!Well,!Lhe!Lechnlcal!supporL!
openlng!requlred!a!greaL!deal!of!lndependenL!problem!solvlng!wlLh!llLLle!dlrecLlon.!lL!also!
requlred!almosL!consLanL!lnLerface!wlLh!lraLe!users.!So,!flL!may!be!an!lssue!ln!Lhls!case.!AnoLher!
candldaLe!descrlbed!feellng!bored!and!dlsllked!aLLendlng!meeLlngs.!lf!Lhe!parLlcular!culLure!aL!
Lhe!hlrlng!company!and!Lhe!poslLlon!requlred!Lhe!candldaLe!Lo!aLLend!meeLlngs,!Lhls!
mlsallgnmenL!may!be!cause!for!concern.!CeLLlng!Lo!know!a!candldaLe!on!Lhls!level!enables!
beLLer!hlrlng!declslons.!
!
As!for!Lhe!quesLlon!WhaL!Lype!of!work!would!you!flnd!mosL!lnsplrlng?"!we're!noL!suggesLlng!
LhaL!you!should!necessarlly!ellmlnaLe!a!candldaLe!based!on!Lhe!response!Lo!Lhls!quesLlon,!buL!lL!
does!glve!you!lnformaLlon!Lo!conslder.!LeL's!say!LhaL!you're!lnLervlewlng!candldaLes!for!an!
accounLlng![ob!aL!a!flnanclal!lnsLlLuLlon!and!Lhe!candldaLe!sLaLes!LhaL!Lhe![ob!Lhey!would!flnd!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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62!
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mosL!lnsplrlng!would!be!worklng!wlLh!chlldren-a!far!cry!from!accounLlng.!uoes!LhaL!mean!he!
would!make!a!poor!accounLanL?!no,!so!Lhls!sLaLemenL!ls!noL!a!facLor!LhaL!should!ellmlnaLe!Lhls!
candldaLe!as!a!poLenLlal!hlre,!buL!lf!you!have!anoLher!candldaLe!who!loves!numbers!and!glves!
evldence!of!LhaL,!Lhe!laLLer!may!be!a!beLLer!flL!ln!Lerms!of![ob!saLlsfacLlon.!A!sLudy!ln!Lhe!]/-905>!
/F!Y/65.$/05>!M"85#$/9!clLed!a!poslLlve!correlaLlon!beLween!emoLlonal!lnLelllgence!and![ob!
saLlsfacLlon.
3!
eople!who!are!able!Lo!arLlculaLe!whaL!Lype!of!work!Lhey!flnd!lnsplrlng!are!
demonsLraLlng!a!level!of!awareness!LhaL!should!be!Laken!lnLo!conslderaLlon!when!assesslng!flL.!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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63!
!
MasLery!of!urpose!and!vlslon:!1aklng!AcLlons!1oward!Cne's!
urpose!
,-"%.$/0%!./!1%%"%%!H5=$0D!16.$/0%!H/E59&!70"X%!A-94/%"!
!
1)!Pow!dld!you!declde!on!your!chosen!fleld!of!endeavor,!college!ma[or,!or!llne!of!work?!!WhaL!
lnfluenced!you?!WhaL!acLlons!dld!you!Lake!Lo!end!up!ln!Lhls!fleld?!
2)!WhaL!do!you!llke!abouL!your!chosen!fleld?!WhaL!do!you!dlsllke?!
3)! WhaL! acLlons! have! you! Laken! relaLed! Lo! your! career! LhaL! you! are! pleased! you! Look?! WhaL!
pleases!you!abouL!your!acLlons?!
4)! Pave! you! ever! pursued! a! career"relaLed! goal,! perhaps! a! credenLlal! or! a! speclflc! [ob,! only! Lo!
dlscover!LhaL!when!you!achleved!your!goal!you!were!dlsappolnLed?!1ell!me!abouL!LhaL.!
!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
lnLervlewers! or! hlrlng! managers! should! ask! candldaLes! Lo! glve! Lhem! evldence! of! dellberaLe!
acLlons!leadlng!Lo!speclflc!goals!or![ob!paLhs.!ln!parLlcular,!look!for!evldence!of!when!candldaLes!
Look! acLlons! Loward! someLhlng! Lhey! found! deslrable.! We! recognlze! LhaL! someLlmes! people!
slmply! fall! lnLo"! Lhe! ldeal! llfe! paLh.! 8uL! once! on! Lhe! ldeal! paLh,! whaL! acLlons! does! Lhe! person!
Lake!Lo!advance!on!Lhls!paLh?!As!Lhe!lnLervlewer!looks!for!slgns!of!lnLrlnslc!moLlvaLlon!Loward!
work,! she! galns! a! deeper! undersLandlng! of! Lhe! candldaLe's! wllllngness! Lo! pursue! lnLeresLs! and!
goals.! 1he! lnLervlewer! also! dlscovers! whaL! Lhe! candldaLe! llkes! and! dlsllkes.! Cne! candldaLe!
lndlcaLed! LhaL! he! was! leavlng! a! parLlcular! [ob! because! he! dldn'L! en[oy! lL,! yeL,! he! was! applylng!
for!essenLlally!Lhe!same!Lype!of!work.!SomeLhlng!seemed!amlss,!so!Lhe!lnLervlewer!pressed!for!
more!deLalls.!lL!Lurns!ouL!LhaL!Lhe!candldaLe!was!asked!Lo!leave!hls![ob.!
!
We!recognlze!LhaL!someLlmes!people!perform![obs![usL!for!Lhe!money.!!obs!someLlmes!serve!as!
a!means!Lo!an!end,!whlle!Lrue!fulflllmenL!Lakes!place!elsewhere!ln!llfe.!uependlng!on!Lhe!
candldaLe's!slLuaLlon,!he!may!noL!be!seeklng!an!ldeal![ob.!Powever,!ofLen!Lhe!candldaLe!can!
provlde!evldence!of!Laklng!acLlon!Loward!hls!purpose.!Cne!candldaLe!applylng!for!a!nlghL"Lurn!
producLlon![ob!provlded!a!good!example.!When!asked!WhaL!acLlons!have!you!Laken!Loward!
your!career!LhaL!you!were!pleased!you!Look?"!Lhe!candldaLe!answered,!l'm!Laklng!one!rlghL!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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64!
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now!by!applylng!for!Lhls![ob.!WlLh!Lhls![ob,!l'll!be!worklng!nlghL!Lurn,!and!LhaL!wlll!enable!me!Lo!
Lake!classes!durlng!Lhe!day!and!flnlsh!my!degree."!
!
WhaL!abouL!Lhe!hoards!of!people!who!feel!sLuck!ln!flelds!Lhey!don'L!parLlcularly!llke,!buL!sLay!
because!of!good!pay!or!convenlenL!hours,!or!some!oLher!personal!reason?!Should!Lhey!all!be!
wrlLLen!off!aL!Lhls!sLage!of!Lhe!lnLervlew!process?!no.!1he!enLlre!lnLervlew!process!looks!for!Lhe!
besL!candldaLe!for!Lhe![ob!on!many!dlfferenL!levels.!1hese!quesLlons!slmply!help!Lo!deLermlne!
poLenLlal!flL!and!saLlsfacLlon.!1he!lnLervlewer!or!hlrlng!manager!may!flnd!LhaL!Lhese!quesLlons!
beLLer!serve!some![obs!and!noL!oLhers.!AlLernaLlvely,!Lhe!lnLervlewer!may!ask!some!general!
quesLlons!Lo!deLermlne!flL.!When!glven!Lhe!opporLunlLy,!lnLervlewers!or!hlrlng!managers!who!
hlre!for!sklll!50&!flL!serve!Lhe!organlzaLlon!beLLer!ln!Lhe!long!run.!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
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63!
!
MasLery!of!urpose!and!vlslon:!AuLhenLlclLy!!
,-"%.$/0%!./!1%%"%%!1-.8"0.$6$.@!
!
1)!uescrlbe!a!slLuaLlon!where!you!found!yourself!ln!a!values!confllcL.!WhaL!dld!you!do?!
2)!1ell!me!abouL!a!slLuaLlon!aL!work!where!you!felL!LhaL!you!had!Lo!compromlse!your!bellefs!or!
values.!
3)!uescrlbe!a!Llme!when!you!felL!very!sLrongly!abouL!someLhlng!LhaL!happened!aL!work-
someLhlng!you!consldered!Lo!be!an!affronL!Lo!your!values.!WhaL!dld!you!do?!
4)!1ell!me!how!you!galn!people's!LrusL.!WhaL!do!you!do?!WhaL!acLlons!dld!you!Lake?!
3)!1ell!me!abouL!a!Llme!when!you!losL!someone's!LrusL.!
6)!uescrlbe!how!you!know!you!have!honored!Lhe!commlLmenLs!LhaL!you've!made!Lo!oLhers.!
7)!1ell!me!abouL!a!Llme!when!you!falled!Lo!honor!a!commlLmenL.!
8)!Pas!Lhere!ever!been!a!Llme!when!you!promlsed!someLhlng!aL!work!and!were!unable!Lo!
dellver!lL?!Pow!dld!you!feel!abouL!LhaL?!
9)!1ell!me!abouL!a!Llme!when!you!dld!less!Lhan!your!falr!share!aL!work!or!you!goL!ouL!of!a!
dlfflculL!asslgnmenL.!Pow!dld!you!feel!abouL!LhaL?!
!
?"@!A/$0.%!./!B/0%$&"9!C8"0!1%%"%%$0D!10%E"9%!
!
1he!quesLlons!abouL!values!confllcLs!and!compromlsed!bellefs!produce!useful!daLa.!As!Lhe!
lnLervlewer,!you'll!wanL!Lo!llsLen!Lo!Lhe!candldaLe's!wllllngness!Lo!Lell!you!Lhe!LruLh.!Sure,!
everyone!wanLs!Lo!presenL!hlmself!as!a!Leam!player,!buL!whaL!ls!Lhe!candldaLe!wllllng!Lo!
dlsclose?!Cenerally,!people!who!feel!sLrongly!abouL!Lhelr!values!can!glve!an!example.!1he!
lnLervlewer!musL!refraln!from![udglng!Lhe!candldaLe's!values.!8emember,!Lhe!lnLenLlon!of!Lhese!
quesLlons!ls!Lo!deLermlne!wheLher!Lhe!candldaLe!wlll!flL!ln!Lhe!hlrlng!organlzaLlon.!
!
When!candldaLes!dlscuss!how!Lhey!galn!LrusL,!look!for!speclflc!acLlons!or!behavlors.!eople!
!""#""$%&'()*+$*%,-'.%+#--$&#%/#'
! !
!
66!
!
skllled!aL!bulldlng!LrusL!do!so!by!developlng!relaLlonshlps,!llsLenlng!Lo!oLhers,!respondlng!wlLh!
empaLhy,!genulnely!sollclLlng!lnpuL!from!oLhers,!and,!of!course,!conLrlbuLlng!falrly.!lalr!and!
equal!conLrlbuLlons!aL!work,!measured!by!followlng!Lhrough!wlLh!promlsed!and!asslgned!work!
and!honorlng!commlLmenLs,!lead!Lo!workplace!LrusL.
10!
!
MosL!candldaLes!flnd!Lhe!quesLlon!1ell!me!abouL!a!Llme!when!you!losL!someone's!LrusL"!more!
challenglng.!CandldaLes!also!flnd!1ell!me!abouL!a!Llme!when!you!dld!less!Lhan!your!falr!share"!
dlfflculL!Lo!answer.!1he!lnLervlewer!may!have!Lo!prlme!Lhe!candldaLe!Lo!dlsclose!Lhls!
lnformaLlon.!Powever,!lf!a!candldaLe!provldes!an!answer,!follow!up!wlLh!Pow!dld!you!feel!
abouL!LhaL?"!Cne!candldaLe!sLaLed!LhaL!he!felL!really!lucky!Lo!geL!ouL!of!some!dlfflculL!
asslgnmenLs.!When!Lhe!lnLervlewer!probed,!she!was!Lold,!l!don'L!really!care!Lo!learn!
someLhlng!LhaL!l'm!probably!never!golng!Lo!do!agaln."!1haL!answer!may!be!LruLhful,!so!you!
have!Lo!be!graLeful!LhaL!Lhe!candldaLe!was!honesL.!8uL!lf!Lhe![ob!for!whlch!you're!lnLervlewlng!
candldaLes!requlres!Lhe!candldaLe!Lo!learn!new!Lhlngs!LhaL!he!may!noL!use!on!a!dally!basls,!flL!
becomes!Lhe!lssue.!
!
lf!manlpulaLlon!and!decelL!are!a!candldaLe's!sLrong!polnLs,!lL's!unllkely!LhaL!Lhese!quesLlons!wlll!
prove!useful.!We've!devoLed!ChapLer!10!Lo!dlscusslng!Lhls!problem.!
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==!Lnd!of!uocumenL!==!