Behavioral Interview

Ishika .R. Shahu {11}

TOPICS
o Meaning
o Difference between Behavioral
Interview and Traditional
Interview
o Examples
o STAR Method
o Example
BEHAVIORAL INTERVIEW
o Behavioral interview is an interviewing
technique used by employers to evaluate
candidate's behavior in different situations in
order to predict their performance.
oBased on the idea that past performance is the
best indicator of future performance.
 BEHAVIORAL V/S TRADITIONAL
INTERVIEWS
TRADITIONAL INTERVIEW
• In a traditional interview, questions that
are asked, typically have straightforward
answers.
• Like "What are your strengths and
weaknesses? or "How do you handle a
challenge?"
BEHAVIORAL INTERVIEW
• In a behavioral interview, an employer
decides what skills are needed in the
person they hire.
• And will ask questions to find out if the
candidate has those skills.
• Instead of asking how you would behave,
they will ask how you did behave.

Describe a time when you
worked with someone who
did things very differently
from you. How did you
complete the job?
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Talk about a time Did you ever have an
when you had to experience at work where
manage a conflict or you had to tell other people
dispute among staff.
what you thought or felt?
What was the outcome?
 PROS & CONS

PROS CONS

o  Behavioral-based interviews are o Candidates can easily prepare for

more comfortable for candidates this type of interview and it
because it often focuses on their
requires more preparation and
experiences. 
training for interviewers. 
o This approach gives interviewers
insight into how a candidate thinks but o Questions also tend to focus on
often lets their personality come negative situations and can take
through as well.  more time to get through. 
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How to Answer Behavioral Interview

Questions
 Ques: How do you handle irate
customers? Give me an example.

Action: Fortunately, I had experience dealing with loud customers, and knew

the first thing I had to do was listen to his story. Halfway through telling his story,
he calmed down once he realized I was trying to help. He explained that the
product was supposed to be a gift, and that’s why he was so frustrated. Then, I
offered 2 solutions: a refund or a replacement for his product with express
delivery.
Results: The customer opted for the replacement option. I called him back once
they received the order just to check-in if he was happy with the product. He
turned out to be happy both with the product and our service, and thanked me
for the help.

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 Ques: Howdoyouhandleiratecustomers?Givemeanexample.

Situation: Working in customer support, you really get to talk with many

different kinds of people. I remember I had one angry customer that called the
helpdesk once to complain. He kept repeating the product he bought was faulty
and demanded me to resolve the situation then and there. 
Task: Customers calling for refunds happen all the time, but this one was
different as he just kept shouting over the phone the whole time. I had to get him
to calm down if I wanted the call to go anywhere.

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Thank you