ANNEX G

Sample Behavioral
Event Interview Guide

BEHAVIORAL EVENT
INTERVIEW GUIDE
Important: Please do not write anything on this guide/booklet. You can document your
interview using the BEI Rating Form provided for this purpose. Thank you.

KEY BACKGROUND REVIEW QUESTIONS

EDUCATIONAL BACKGROUND

1. Which subject did you like best? Why?

2. Which subject did you like least? Why?

WORK EXPERIENCE

1. Describe your job.

2. What did you enjoy doing in your job? Why?

TRAININGS

1. What was the most recent training you have attended which you consider relevant to
the job you are applying for? Why?
2. What learning/skills did you acquire in that training?
TARGET DELIVERING SERVICE EXCELLENCE (mission-critical competency)
COMPETENCY
DEFINITION The ability to provide proactive, responsive, accessible, courteous
and effective public service to attain the highest level of customer
satisfaction.
CORE DEFINITION Basic: Complies with CSC’s established standards of delivery or
service level agreements and delivers explicit requirements of
customers.
BEHAVIORAL  Explains CSC’s service standards and basic CSC rules and
INDICATORS policies, e.g. recruitment processes, examination
(indicators that are administration, administrative discipline and other civil service
expected from an matters.
individual who
manifests or possesses  Provides correct, adequate and prompt information to
the competency)
customers as may be necessary.

 Refers to next-level supervisor all concerns beyond the scope of

one’s work

 Acts as the customers’ single point of contact and avoids

“passing” customers around unnecessarily.

 Shows sense of urgency in attending to customer needs and

requests by considering commitment to turn-around time.

 Decides on simple queries/concerns within one’s jurisdiction.

PLANNED BEHAVIORAL QUESTIONS
1. Customers can come at inconvenient times. Tell me about a time when this
happened to you. How did you respond?
2. Sometimes customers have a limited or incorrect understanding of their needs.
Tell me about a time when you had this kind of experience with a customer. What
steps/approach did you take to educate them? What was the result?
3. Describe a time when you had to ask questions and carefully gather
information in order to understand the exact nature of a customer’s issue or problem. What
steps did you take to resolve the issue?

PROBING QUESTIONS TO FILL-IN MISSING INFORMATION

For Situation/Task For Action For Results
 Give me a specific  What were the steps  Cite the results of your
example when you… undertaken… actions…
 Tell me about a time  Describe the specific  What happened…
when you had… actions undertaken…  What was the result..
 Describe a situation  How were you able to
when… achieve the result...