Troubleshooting Difficult Interview Situations (page 5)

Tricky Questions the Top 25 Interview Mistakes the 50 Most Commonly Asked Questions and How to Get Another Interview after You've Been Declined

NOT EVERY INTERVIEW is ideal: There are times when you get thrown off by a question or panic because you haven't been able to convey what you wanted to say. You might feel the need to correct something you've said or even change the course of an interview, but you don't know how. An interviewer may ask a question about your private life, your previous job, or your family background that you are not prepared for. Any of these situations can result in a disappointing interview.

Fortunately, there are ways to salvage interviews that go off course. The best strategy for steering the conversation away from dull, dead-end, or uncomfortable topics is to learn as much as you can about the job and the company ahead of time and prepare success stories and specific questions for your interviewer. If you've read about recent events or trends that might impact the company, or if it has developed a new product or service that might influence the job, talk about it. Ask questions. Try to keep sending the message that you showed up for the interview because you are interested in the job. Remember that an interview is a two-way process: If you give the interviewer the impression that you are bored or ill prepared, you will not get the job. On the other hand, if you are interested and engaged, your interviewer will likely match your enthusiasm.

So, if you feel that things are not going your way, take responsibility for the outcome. If you're interested in the job, you want to leave feeling that you did everything to put your interviewer at ease and convince him that you are the best-qualified person for the position.

This article arms you with information and strategies to help you anticipate tough questions, formulate responses, and get an interview back on course. With preparation, you should be able to go into any interview feeling confident and without fear of surprise or embarrassment. Preparation is the key: By researching and rehearsing what is likely to be asked, you are free to answer unanticipated questions with less stress and more confidence.

Getting Unstuck: Changing the Course of an Interview

You've showed up for your interview feeling alert and reasonably comfortable. The conversation was going well, but now the atmosphere has changed and your confidence is slipping. This can happen for a number of reasons, some of which were discussed in the introduction to this chapter, but in most cases, an interview goes off course because:

• You have trouble answering a question
• Your interviewer is giving you a lot of information but not asking questions, and you're not sure how to convey your qualifications
• You wish you had answered a question differently
• You feel rushed by the interviewer
• You feel that the tone of the interview has changed
• You are asked unexpected or illegal questions

The next sections offer advice on how to handle each of these situations.

Problem #1: What to Do If You Don't Know the Answer

Remember that most questions interviewers ask have no right or wrong answer. Agood interviewer asks lots of open-ended questions that leave plenty of room for a variety of responses. But if you find that the http://www.education.com/admin/content/entries/edit/reference/all/59852/only answer you can give to a question is "I don't know," relax. It's a temporary setback. You can always ask for clarification from the interviewer by saying, "I'm not sure that I understand the question. Would you mind restating it?" or you can ask that you come back to the question at the end of the interview.

If you have no information to add to an "I don't know" answer, you can always try adding a question of your own. For example: The interviewer has just asked you whether you know anything about the cosmetics division of the company. You might respond: "No, I don't. What part does it play in the major scheme of things here?" This response tells your interviewer that although you don't have the specific information she wants, you are nonetheless curious about the big picture. Your interest in learning more about the company's operations is a good sign and will not be lost on your interviewer.

It's one thing to feel dejected by an "I don't know" answer, but it's another to look it. If you hang your head, shuffle your feet, look terrified, or freeze up to the degree that you can't hear, let alone respond to, the next question, you will compromise your professionalism. So, even if you don't know the answer to a question and can't add either information or another question to it, don't let yourself get stuck. Stay poised and alert and wait for the next question.

It is important to remember that your interviewer is not trying to trap you or make you look uninformed. You can be sure that you and the interviewer share the same objective—to exchange information effectively, pleasantly, and in a timely fashion. Both of you have a vested interest in keeping the flow of conversation easy and open.

Sometimes, your conversation with an interviewer may drift or come to a complete stop. To re-focus the interview, ask questions or use your resume as a guide to highlight your strongest qualifications and assets.

Problem #2: How to Create Opportunities to Present Your Credentials

Sometimes an interviewer focuses on the company or the position without giving you many opportunities to talk about yourself. In these cases, the best thing to do is to turn the interviewer's approach into an advantage. If the interviewer seems most comfortable talking about the company, start asking questions about it. For example, if the company has changed direction in the last year, ask your interviewer what led to the change of direction. At some point, you will exhaust the subject. But, by then, your summaries of information and the questions you've asked will demonstrate not only that you've been listening, but that you've taken the time and initiative to research the company.

In addition, there is an acceptable way to interrupt. Everyone pauses, no matter how briefly, at the end of a sentence. When you hear that pause, make a statement about yourself that relates to what the interviewer just said. Look at the following example:

Interviewer: The company has grown so much in the last several years. We spend a lot of time communicating to our employees about our new business developments and new products.

You: I have some experience in that area. Last summer, I worked as a market researcher in a company that was promoting a new paint product. One of my tasks was to figure out how to get product information to the salesforce on a timely basis. I conducted interviews with the sales reps and they told me they wanted an electronic newsletter, which I initiated. It was quite popular and eventually became an internal newsletter as well.

At this point, the interview can go in one of two directions:

• The interviewer is ready to hear about you
• The interviewer thinks the interview is over

If the interviewer is ready to hear about you, highlight your accomplishments by making a connection between yourself and what you've learned about the company. For example, if the company has taken a bold initiative to capture a new market this year, tie it into a story about risk taking. Perhaps you can tell the story of how you devised an unusual promotion that doubled the number of subscriptions to your college literary magazine. Or perhaps you have another story to tell that emphasizes a tough decision you had to make, or a strategy that paid off. The point is to link your own risk-taking experiences with the needs of the company. Think back to some of the other points your interviewer made about the company and try to match your success stories to some of them.

On the other hand, if the interviewer gives you the message that the interview is winding down, don't leave before getting in at least one or two of your success stories. You might say, "Before I leave, I'd like to tell you a couple things about myself that relate to what we were talking about." Then launch into a success story.

For example, perhaps your interviewer has just mentioned that the company is expanding its services to include foreign markets, such as Ecuador, Argentina, and Costa Rica. This is the perfect time to mention that you are bilingual. Maybe you majored in Spanish. Perhaps you even spent a semester in South America on a work-study program and can describe some of your experiences in the South American business world. Choose stories that show your interviewer you understand the challenges of doing business with another culture and that you have the skills to meet those challenges.

We all learn by making mistakes. If possible, don't schedule your first interview with the job you want most. As you get more interview practice, you will feel more confident, know what kinds of questions to expect, and learn how best to present yourself. Practice your skills in informational networking interviews or in roleplays with a friend or mentor in the business world.

Problem #3: How to Say What You Want to Say

Your interview is going well, when your interviewer asks, "What accomplishment are you most proud of?" You've prepared an answer to this question, but you have a sudden attack of nerves and draw a complete blank. You rack your brain and finally come up with a story, although you know it doesn't really show off your strengths. As soon as your interviewer asks the next question, you remember the story you had prepared. What do you do now?

If you've accidentally misspoken, continue with the interview and try not to let the statement throw you off track. Talk about your skills and accomplishments and ask questions, but wait to the end of the interview to correct a misstatement. After you've thanked your interviewer, tell her that you've been thinking about the way you answered one of the questions, and that you would like to expand on it quickly before you leave. If you don't realize that you misspoke until after the interview, you can always include the corrected answer in a thank-you note.

Problem #4: What to Do if You're Feeling Rushed

Occasionally, you may feel rushed by your interviewer. Perhaps something has come up—a deadline or a meeting—and your interviewer's body language and verbal cues say: "I don't have much time." Or maybe your meeting has been delayed for some reason—perhaps the interviewer is still speaking with another candidate—and there isn't much time for your interview.

If you've scheduled back-to-back appointments or if your lunch hour at your current job is coming to a close (which means that you won't have enough time for this interview), simply say that you need to reschedule. What you do not want to communicate is disappointment, frustration, or, especially, anger.

Instead, reiterate your interest in the company and in the position. Be understanding. Reassure your interviewer with a comment, such as "Unfortunately, I have another appointment in 30 minutes. It will be no trouble at all to reschedule the interview. I understand that appointments are sometimes delayed by other meetings or emergencies." Showing that you can be flexible in this situation will work to your advantage.

Salvaging a rushed interview takes a little more work—and confidence. Suppose your interviewer says, "Usually I take an hour for these interviews, but I only have 20 minutes." Take control of the process by asking, "What elements of my background would you most like me to talk about in the time we have?" If the interviewer begins talking, track where he or she is going. For example, the interviewer might want to discuss employment history, or your college major. After you've given a concise response, it would be perfectly appropriate for you to mention that there are only a few minutes left. At this point, you could ask, "What are the most important things for me to tell you about myself in the time we have left?" If you know yourself and your success stories well, you will have no trouble finding one or two to illustrate those things.

Problem #5: How to Deal with a Change in the Tone of the Interview

Say the interview has been going well, but now your interviewer has been called out of the room. When she comes back, she has a different demeanor and the mood in the room has definitely changed.Obviously something has happened. Once again, try to be flexible. Perhaps you could say, "If we're short on time, would it be helpful for me to tell you anything else about myself in particular?" In other words, take a proactive stance. Try to save the interview, but be diplomatic, especially if your interviewer is still visibly upset. Don't say, "What happened to you?" Communicate that you are aware that something has changed and offer to make things easier.

If the conversation has petered out or become too uncomfortable to move forward, suggest that you meet again another time. You could broach the subject in this way: "If you would prefer to meet at another time, I would be more than happy to return when it is convenient for you."

Problem #6: How to Handle Surprise or Illegal Questions

What if you're in the middle of an interview when you discover that you'd be working the third shift if you got the job? The challenge here is not to spill your coffee or burst out with, "Really? Nobody told me!"

Instead, try to be as calm as possible and say something that won't take you out of the running, such as:

• "I wasn't aware of that. Can you tell me more?"
• "How often and for how long would I work a late shift?"
• "Is that the permanent schedule, or would it apply only to the first 90 days?"

In other words, keep the lines of communication open before you decide the job isn't for you.

Anumber of state and federal laws make it illegal for interviewers to ask questions about your marital status, sexual orientation, age, nationality or ethnicity, or religion. On rare occasions, such questions may arise (usually because the interviewer is not aware that the question he or she asked is illegal).

Think about how you will handle such a question if it comes up. You might ask how the information relates to the job, tactfully change the subject, or even answer the question if you feel comfortable doing so. For more information on illegal interview questions, visit the website of the federal Equal Employment Opportunity Commission (EEOC), at www.eeoc.gov. Many of the websites listed in Appendix B also provide information on illegal interview questions.

Finally all employers need to know if potential candidates can work the scheduled hours for the open position. You may get the question, "Does anything prevent you from working from 8 A.M. to 6 P.M. Monday through Friday?" Although this question is perfectly legal, it can cause a candidate to disclose unnecessarily personal information about marital status, religious practices, or child or elder care. You must answer this question honestly.

If your religious observances prevent you from working certain hours, you need to tell the interviewer when you're asked that question. However, you should also add that in the past, your religious practices have not interfered with you completing your class work or work with former employers. Be prepared to back up that claim with a list of references that will support your statement.

Top 25 Interview Mistakes—and how to Avoid Them

Familiarize yourself with the list that follows so that you know which actions are inappropriate, what comments to avoid, and what not to forget. You will be glad you did—it could mean the difference between getting hired and getting passed over.

1. Don't be late. Be sure to allow yourself ample time to get to your interview. Be sure to factor in unexpected circumstances, such as train delays or heavy traffic. If you know you're going to be late, get to a phone at all costs so you can let your interviewer know—and apologize.
2. Be prepared to describe your experiences. An interview is a test—and you should never walk into a test unprepared. Take time to prepare your success stories, and think about how you would handle the questions your interviewer might ask. Practice describing your experiences aloud or conduct practice interviews with friends.
3. Don't answer questions with only a "yes" or "no." Your interviewer needs to get to know you, and that will be very difficult if you don't volunteer information about yourself. Be sure to support your answers with stories and examples.
4. Don't fidget. If you are tapping your foot, playing with a bracelet on your wrist, or constantly shifting in your seat, you won't look professional. And if you don't look professional, you won't get hired.
5. Don't speak too quickly. You may want to get in a lot of information, but you don't want to speak so fast that your interviewer can't understand you. Take a deep breath before you begin answering questions and slow down. Conduct a practice interview with a friend to make sure that your speaking voice is steady and even.
6. Make eye contact. If you avoid making eye contact, you will be unable to establish a personal connection with your interviewer. You should be attentive and engaged in what your interviewer is saying.
7. Research the company. Q: "What do you know about our firm?" A: "Uh … not much." Answers like this will not get you hired. Similarly, when your interviewer asks if you have any questions, you don't want to answer with, "Yeah. What exactly does this company do?"
8. Don't lie. Don't lie about or embellish your job experiences or academic record. Your interviewer is going to check these things. If an interviewer catches you lying, you won't be hired. If your employer finds out about your misrepresentation after you've been hired, you will be fired.
9. Make sure you answer the question asked. You want to use your success stories in the interview, but you should be careful to always answer the question being asked. Don't be so intent on launching into a story that you avoid the question altogether—your interviewer will notice.
10. Don't reveal too much. Your interviewer is neither your best friend nor your therapist. She wants to learn about the skills and qualities you will bring to a job. She does not want to hear about your personal life or problems.
11. Make sure you "sell" yourself when you answer questions. You should answer questions in a way that demonstrates the qualities that will serve you on the job. If ou are asked how your best friend would describe you, don't say, "She thinks I'm a fun person and that I have great fashion sense." Instead, say something like, "I think my best friend would describe me as loyal and dependable. People always know that they can count on me."
12. Don't speak poorly of or belittle past job experiences. Disparaging other employers or jobs will make you sound unprofessional, negative, and hostile. And it will make the interviewer wonder what you would say about his or her company to others. Try to focus on what you learned from other jobs.
13. Don't dress too casually. Your interviewer wants to hire a responsible professional. Make sure you look like one.
14. Be sure to ask questions about the company. By asking some good questions, you will prove that you are interested in the job—and that you were motivated enough to research the position and the company.
15. Don't forget to send a thank-you note. Demonstrate your professionalism and courtesy by sending a note. You will also be more likely to stand out in the interviewer's mind with this reminder of the interview.
16. Be sure to thank the interviewer at the end of the interview. In the business world, a little courtesy goes a long way. Your interviewer will appreciate and notice your good manners.
17. Don't forget to bring a few extra resumes to the interview. You may be asked for another copy of your resume, and you may have to submit an extra copy with any forms you have to fill out. Make sure that you're prepared.
18. Be sure to prepare a list of references. Type up your references (with contact information) for your interviewer. Your interviewer will not be interested in taking down all the names and numbers by hand, and it will be an inconvenience if you have to send the information at a later date.
19. Don't forget your interviewer's name. You should always bring a note pad (preferably in a professional leather portfolio) to an interview. Write down the interviewer's name if you think you won't be able to remember it. Thank the interviewer by name at the end of the interview.
20. Don't go to an interview on an empty stomach. Remember when you took your SATs? You were probably warned not to take the test without eating, even if you usually skipped breakfast. The same goes for interviews. You will feel more alert if you've had a nutritious meal, and you won't get hungry if the interview ends up lasting much longer than you had anticipated. And, of course, you won't have to worry about your stomach rumbling in the middle of a question.
21. Don't use filler words and slang. Nothing makes you sound more unprofessional than peppering your speech with like and y'know. Likewise, nothing will alienate your interviewer more than dropping slang into your responses. If you can't speak like a professional, your interviewer will question whether he or she can trust you to interact with clients or supervisors.
22. Don't chew gum, eat, or smoke. These are obvious no-nos.
23. Don't answer your cellular phone or pager. Turn off your cell phone or beeper before you get to the interview.
24. Don't interrupt the interviewer or talk excessively. Don't ramble or go off on tangents. You want to tell your stories and give the interviewer a good sense of your accomplishments, but make sure you don't cut the interviewer off or preclude her from asking questions. She has limited time to speak with you.
25. Don't freeze up. Relax! It's only an interview. If you're well prepared, you should feel confident and stress free. Smile and be yourself. Your interviewer wants to hire a person, not a robot.

Experiencing the occasional tricky question or unexpected situation is inevitable. But if you think about how to approach—if not resolve—some of these situations beforehand, your chances of doing well and perhaps even acing an interview will be that much better.

The secret is to stay relaxed and not to let temporary setbacks erode your confidence. Most potential problems are easily avoided if you maintain a poised and professional state of mind. You can even approach an embarrassing or difficult situation so that it works for you instead of against you. In the working world, tricky or delicate situations arise constantly; therefore, you might want to think of your interview as a test of how well prepared you are to handle them.

By rising to each new challenge, whether it's thinking your way around a difficult question or putting a positive spin on it, you demonstrate your ability to adapt and be flexible—two skills that are well worth developing. Finally, taking a proactive stance to steer an interview away from inappropriate queries shows that you know how to take initiative and at the same time conveys persistence and endurance, qualities that will serve you well in the working world.

How to Handle Tough Questions

Although many interview questions are straightforward and easy to answer, you will also face a number of tough questions. Tough questions are questions that require thoughtful, thorough answers; they are questions that you don't necessarily expect or are difficult to prepare for. They probe more deeply into your claims than other questions.

The purpose of these questions is to make sure you're answering consistently, to uncover additional information about your skills and accomplishments, and to gauge how well you think on your feet. It's important to know how to answer them well, because you will be asked these kinds of questions many times over the course of your professional life.

You will face a number of difficult questions during your job search. Exhibit 7–1 lists a few of these questions, which you should think about before you go on any interviews. The next sections of this chapter discuss other tough questions that are typically asked in interviews, as well detailed strategies for answering them, followed by discussion of how to go about getting a second interview if you don't get the job. The emphasis here, however, is on succeeding—and if you are alert, well prepared, and primed to think on your feet, you will accomplish nothing less.

"How Would We Benefit by Hiring You?"

Every employer wants to know what you can offer. What will some of your contributions be? Just because you're a recent college graduate doesn't mean that you don't have enough experience or skills to be valued as an employee. In fact, many of the skills you learned in school are valuable in the workplace. For example, you probably worked on countless group projects; therefore, you know how to work effectively on a team. And if you participated in extracurricular activities you undoubtedly had to manage your time wisely between your family, friends, schoolwork, and other outside activities.

Depending on where the question about "what you can contribute" comes up in the interview, you can decide how many of your success stories you want to use. While you're scanning your memory for an answer, you can say, "Well, there are three things I believe I can contribute … " Why three? Because it genuinely helps to think of a number—especially when you're stumped on a question.

Selecting a number—usually two or three—is a cue that focuses your mind, keeps you from freezing up during an interview, and organizes your thoughts. By the time you've selected a number and begun your answer, you should have a clear mental image of your list of success stories: Now, quickly select the two or three that best display your skills and talents.

Don't repeat a success story that you have used before. If you've already told a story about your leadership skills on the job, but you want to highlight your abilities as a leader, choose a new story that shows you in another leadership role. Perhaps you were the captain of a sports team or ran a college club. Ideally, each of your success stories will illustrate a variety of skills; so, if you've already used your primary "leadership" stories, you should have other examples that demonstrate leadership abilities.

"What Are You Looking for in a Job?"

This can be a tough question, depending on when it is asked. If the question comes after you've been told about the job, and you know what the challenges are, you are ahead of the game. However, if you are asked the question before you've learn the job's specifics, your response will have to be a more general.

Sometimes a prospective employer will ask you about the kind of job you want, or the challenges that interest you, as a screening question at the beginning of an interview. The point is to see if your expectations match what the job has to offer. If you've been given details about the job, you can match them with the high points of your resume and some of your success stories; but if you don't really know what the job is all about, you can't effectively link it to specific stories or skills. For example, if you are highly extroverted and social, you might be tempted to say that you're looking for a people-oriented job. Having said that, you may learn that the job actually involves little daily contact with other people.

If you find yourself in this situation, don't assume that the interview is over. Keep answering every question to the best of your ability. You may still be offered the job, in which case you will need to learn more about the responsibilities and weigh the pros and cons of the position. Or, you may discover that there is another open position in the firm of which you weren't aware.

If you don't have a strong sense of the challenges or requirements of the job, but would like to buy time to learn more, keep your answers to questions about what you're looking for as open ended as possible. Go back to the ten–point chart you made when reading Chapter 3 (Exhibit 3–3), and choose some of the more general criteria for your ideal job. Almost any prospective employer will be happy to hear that you want to take on more responsibility, learn new skills, or gain a thorough knowledge of a particular field or industry.

"Why Are You the Best Person for the Job?"

If your interviewer asks why you are the best person for the job, it's important to link your reasons to information about the position and company. It may be that your technical skills, industry experience, and leadership abilities make you an ideal candidate for the job. Or perhaps you have the creativity, diligence, and interpersonal skills necessary to succeed at a particular company. The best answers to this question will contain at least three points that highlight your skills and career objectives.

"What Is the Hardest Thing You Ever Had to Do?"

Telling a success story about one of the most difficult things you've ever had to do—outside of the usual academic challenges of being a student—should focus on an action; something you had to do to overcome an obstacle or solve a problem. Asuccess story that has anything to do with being an outsider or being thrown into a new or difficult situation where you had to sink or swim would be perfect for this question.

For example, did you ever have to make the transition from living in a small town to living in a big city? What about being in a foreign country as an exchange student, and dealing with another culture or language? Your first day as a summer intern in a law firm might have posed a huge challenge; or maybe as a nurse's aide in between your sophomore and junior year, you had to rise to the challenge of working in the emergency room and overcoming your fears.

Your story can be personal, but once again, focus on the facts and the actions you took. For example, maybe you helped your family respond to a financial crisis by taking on an after-school job. One of the hardest things you may ever have had to do is achieve a certain level of excellence in order for your sports team to compete in a national or international contest. Describe what you did to overcome the problem. Any example or story you can tell that illustrates your determination, resilience, and perseverance will speak to this question.

"What Are Your Strengths?"

It should come as a relief to answer this question. After giving so much consideration to your accomplishments and the things of which you're most proud, you should have no trouble talking about the personal qualities you admire most about yourself. One approach is to focus on work strengths, such as organizational skills, ability to work in teams, or problem solving. Or, you might talk about traits such as tenacity, maturity, or patience. If you're particularly proud of your ability to communicate well or think creatively, weave these characteristics into the stories you tell about yourself.

Enjoy answering this question. You should have plenty of good stories to draw on, especially because you have devoted so much time to thinking of your own success stories. In order to prepare for this question, you might want to think about how your close friends or family members might describe you; you could even ask them for some suggestions.

Great answer:

My ideal job is one that constantly challenges me. I like to be given a variety of projects and handle different kinds of assignments at the same time. I would also like to work in an environment in which initiative is recognized and rewarded. I hope that after proving myself on the job, I will be given new responsibilities.

This answer demonstrates that the candidate likes to learn new skills, develop new ideas, and take initiative, all of which are valuable characteristics for any employee to have.

Great answer:

I want to learn everything there is to know about the pharmaceutical industry. I'm hoping to explore all aspects of the field, from research and development to marketing and consumer trends. The best firm for me would be one that is both innovative and experienced. I don't want to work for a company that refuses to change with the times, but I also think it's important to have a good sense of the past successes and mistakes.

If you have very specific goals, feel free to express them when answering this question.

"What Would the Ideal Boss Be Like?"

We all have different ideas about the boss of our dreams. But nearly anyone could answer truthfully by saying, "A boss I can learn from." You can expand on this by adding, "It would be someone who would let me work independently but still give me regular feedback." Most organizations want the same thing—bosses who are able to delegate and also give feedback to their employees. Following is another example of a worthy answer.

Great answer:

My ideal boss would be someone who is professional and approachable. Another quality I appreciate and would look for in the ideal boss is the ability to make an employee feel comfortable when he or she asks questions. I'd also like to receive feedback on my progress—if I'm doing something wrong, I'd like to know about it right away, so I could improve immediately, not six months later after my annual review.

"Tell Me about Yourself"

This question is sometimes used to open an interview, and part of the motivation behind it is to see what approach the candidate takes. You may choose to give your accomplishments and goals some sort of linear progression—beginning, perhaps, with why you chose your college. Emphasize the thought process that went into your decisions about where you went to college and what you studied and majored in. If you can make a connection between your high school and college ambitions and what you hope to achieve in your career, all the better. On the other hand, you can begin with the work experience that has the most relevance to the position for which you're applying.

For some interviewers, this is not necessarily a test question but simply a way of starting the conversation and learning as much about you as possible. Then, the information you've volunteered will be the basis of the interviewer's follow-up questions. Following is an example of a positive, thorough response to this type of general question.

Great answer:

After high school, I decided to go to Greer University, because it has an excellent business program. I've always known that I wanted to go into business, and college seemed like an excellent opportunity to give myself a solid background in finance, accounting, and marketing. One of my favorite activities is playing soccer on Greer's varsity soccer team. I spend a lot of time conditioning for the sport and improving my skills. I like pushing myself to meet new challenges, like running more miles or lifting more weight.

This candidate's answer to a general question illustrates the diversity of his interests—not just his ability to work well on a team or focus on goals. The interviewer's follow-up questions to this response might be:

• What influenced your decision to be a business major?
• Can you give me an example of a difficult challenge you faced as a member of the soccer team?
• When you had competing demands between coursework and soccer practice, what did you do?

"Who Are Your Heroes?"

The point of asking this question is to discover whether you can learn by emulating others, are motivated by others' achievements, and have a standard of excellence for yourself. Your heroes can come from a variety of time periods and sources, such as literature, history, and business. You also might choose a parent, family member, or teacher as a hero—personal heroes are just as important as the public figures we admire.

Even more revealing than the people you choose will be your reasons for choosing them, so give some serious thought to the values and traits that make these individuals your heroes. For example, if you say that you admire Thomas Edison because of his creativity as an inventor, an interviewer will get a good sense of your values and, hopefully, how they connect to the company's mission.

Asking about heroes is a good diagnostic tool for an employer. Having heroes demonstrates that you are open to having mentors and receiving guidance from others. It also tells the employer that you will look for successful people in the company and emulate them.

Some people say they don't have any heroes because they don't want to be perceived as followers. But that's not what the question "Who are your heroes?" is all about. It's about values and where you want to go with them professionally. It's about corporate hierarchy and whether or not you will fit in. Every corporation has a hierarchy, and within hierarchies there are heroes.

So the question really is: Can you look up to a person within a hierarchy, who has both effective and less effective traits, and extract something to admire, motivate, and inspire you? You may be more comfortable answering the question by choosing two or three traits you admire and then matching a person to each trait.

How to Answer Situational or Case Study Questions

It is important to familiarize yourself with situational questions, such as: "How many total gallons of gasoline do you think Americans purchase per year?" In most cases, the chance of your being asked this type of question is pretty slim, but it doesn't hurt to be prepared. You will almost certainly have to deal with this sort of question if you are interviewing with consulting firms or financial services companies (investment banks and accounting firms), or if you have graduated from an MBAprogram. If you fall into one of these categories, see Appendix G for more detailed information on approaching case study questions.

Interviewers sometimes ask situational or case study questions that test critical thinking skills. When faced with one of these questions, the best advice is to think of an approach to solving a problem rather than trying to devise an answer. There are no right or wrong answers to these questions: Instead, an interviewer is simply trying to see how you analyze the situation.

Sample Question: "How Many Tons of Ketchup Do Americans Consume Every Year?"

When faced with an out-of-context problem like this, the strategy is to use your analytical skills. Don't just make a wild guess (you don't want your interviewer to think you're comfortable giving out inaccurate information in high-stakes situations). Think about the ways you could approach this problem. You might say that you don't know that answer, but you can think of some good research methods to figure it out. Then describe your methods. You might suggest getting a market report from a major ketchup company. Market surveys are often included in such reports and might include data on ketchup consumption in the United States. Or, you might suggest conducting a survey of restaurants and supermarkets across the country. You could then describe how you would plan and implement such a survey.

Or, you might tell the interviewer that you don't know the answer, but that you would be happy to explain how you might go about estimating it. If the interviewer presses for an explanation, you could give the following response.

Great answer:

First, let me think of a small sample size: say, ten of my friends. Six of us like ketchup, and four don't. So, let's assume that 60% of the population likes ketchup. I probably consume five total bottles of ketchup each year, and think that's about average among my friends. Let's say that each bottle contains one pound of ketchup. So, according to my logic, 60% of the 250 million people in the United States consume five pounds of ketchup per year. Now, we just have to multiply it out to arrive at an answer.

It is a mistake to treat the answer flippantly by saying something like, "Actually, I'm a mustard person myself." The interviewer has legitimate reasons for asking the question. If you have no idea how to answer, say so and move on. The trick is to be resilient. Don't let one question throw you. Stay calm so that you can answer the next question.

As with all types of questions, the best way to handle case study questions is to be prepared. Talk to the counselors at your college career center or speak with a friend who has case interview experience. There are also a number of good books written on the subject. If you feel you need more practice with this type of question, get a copy of one of these titles:

• Case Interview: The Vault Reports Guide to the Case Interview, Mark Asher and Marcy Lerner, Vault.com, 1998.
• The Wharton School Case Study Interview Guide (2 vols.), Wharton MBA Consulting Club, WetFeet, 1997.
• Ace Your Case! The Essential Management Consulting Workbook, WetFeet, et al., 2001.

Common Interview Questions to Consider

It's impossible to predict or anticipate all the questions that an interviewer will ask. However, it helps to get a sense of the range of questions that might be asked. Exhibit 7–2 is a list that includes some questions that have already been addressed in these pages, along with quite a few more that are worth considering. These are some of the most common questions asked in interviews. Even if these questions don't come up in your interview, it is a valuable exercise to think about how you might answer them.

If you're stumped, ask a friend to help you. Sometimes it's difficult to pinpoint your own good qualities. An outside point of view is often the best way to gain insight into ourselves.

Getting Another Interview

If you didn't get the job you wanted, try getting another interview. It can be difficult to negotiate, but there are at least three scenarios where it might be a viable option:

1. There is another job opening at the company you are interested in. For example, Joia applied and was interviewed for the position of production assistant at a radio station and didn't get the job. Two weeks later, she saw an advertisement in the help-wanted section of the newspaper for another position with the same company.

This is a perfect example of why it is never a good idea to burn a bridge. Hopefully, Joia sent a note to WXRO Radio, thanking them for taking the time to interview her, even though she didn't get the job. If she made a good impression, there's no reason why she shouldn't attempt to go back for another interview. Exhibit 7–3 is an example or the letter she might write.

If you were in Joia's position, you should call human resources about the new job listing, and try to speak with the same person you worked with the first time around. Tell this person how much you enjoyed—and learned from—the last experience, and restate your desire to work for the company. Ask this contact if you should resubmit your resume and find out if he or she does or does not recommend that you apply for the new job, given what he or she already knows about you.

This tactic shows that you are interested in working for the company; your persistence, follow-through, and enthusiasm show the person who is hiring that you have the confidence and initiative necessary to do the job. Joia's persistence paid off. She was better prepared for the second interview and was able to effectively demonstrate that she was the right person to fill the job opening.



2. You feel that you did poorly in the first interview because of extenuating circumstances. For Example, Dana didn't receive an offer for a second interview either. She hadn't been feeling well because she had a cold. Dana simply called her interviewer the next day to explain that she had not been feeling well and did not feel that she was able to demonstrate that she was the right fit for the job. Most people are sympathetic to this situation. After some persuasion, Dana convinced her interviewer to schedule another interview.

In another scenario, Dana's interview might have been interrupted or cut short unexpectedly. If the interviewer didn't suggest it, Dana should have suggested rescheduling the interview. Apotential employer would have appreciated her initiative and continued interest in the job.

3. You took yourself out of the running but have second thoughts. For example, Dan was about to receive offers from two different technology firms, EFG.com and lmnopNet. EFG.com was the first company to offer him a job, and its offer included a generous salary and benefits package. The money was enticing, and Dan decided he would accept the offer. He was scheduled to complete one more round of interviews at lmnopNet, but decided to take himself out of the running for the job.

After giving the matter some further thought, Dan realized that his skills and goals were better suited to the job at lmnop- Net. When he re-evaluated his finances, he found cost-cutting measures that would allow him to accept a lower salary. He turned down the EFG.com job and called lmnopNet back. After explaining the situation and reiterating his interest in the job, he persuaded lmnopNet to include him in the next round of interviews.

Conclusion

Thinking on your feet is a crucial ability that will set you apart from other applicants with whom you are competing. Even if you don't believe that you do it well now, it is an ability that you can easily learn. The secret is to be prepared. Although you won't be able to guess exactly what will transpire in every situation, you should do well in any interview, if you are ready for a variety of questions and have primed several success stories.

Look carefully at the questions discussed in this chapter and practice with friends, family members, or any other person you know who has gone through an interview and can offer suggestions. The key is to relax, so that you can put your best foot forward and sell yourself to the best of your ability. Remember, most prospective employers ask tough questions because they want to learn about you: what motivates you, where your experience lies, how you will benefit the company, and where you would fit into the company if you were hired. If you answer honestly and thoughtfully, you will be sure to succeed.

One Answer Doesn't Make or Break an Interview

"After graduating from college, I interviewed at a large consulting firm. The interviewer asked me how I felt about working on a team. I had several bad experiences working on teams in college. Unlike some of the students I worked with, I set very high standards for myself—so I ended up having to do most of the work myself. With this in mind, I blurted out, 'I don't really enjoy working in team settings.'

Working in teams, however, is a very important part of being a consultant, so I quickly added, 'In college, I had some difficulty working on teams. I always set very high standards for myself, and I found it frustrating when other students didn't share my goals. However, I know that things would be different here. Your company is one of the top five consulting firms in the nation, and you set extremely high standards of excellence for your employees. I feel confident that I would work well with the other consultants at this firm. One of the reasons I am interested in working here is to gain more positive experiences working in teams.'

Although I initially misspoke, I didn't do myself any real harm. In fact, during the next round of interviews, my interviewer told me that he was impressed with the way I handled myself. I remained professional and unflustered when I made a potentially damaging response, and my explanation demonstrated that I would uphold the firm's high standard of excellence."

—LOUIS, SENIOR CONSULTANT