Sample Question Library

Agility

• Is flexible in addressing anticipated and unanticipated obstacles
• Able to function effectively even when things are chaotic or confusing
• Effectively adjusts to situations that need rapid resolution
• Is flexible in dealing with changing conditions
• Manages multiple projects without a decrease in productivity or quality
• Shows resilience in the face of constraints and frustrations

Approach

• Accepts responsibility for mistakes
• Acts fairly and does not play favorites
• Brings conflicts and disagreements into the open and attempts to resolve them collaboratively
• Is committed to continuous improvement of services
• Maintains a sense of urgency, which is communicated to others
• Persists in achieving goals despite obstacles and opposition
• Remains positive even under difficult circumstances
• Respects and values the unique backgrounds of others
• Sets and performs to realistic goals
• Consistently uses a positive approach in working with people, challenges, or problems

Change Management

• Able to adjust to changing circumstances
• Adjusts to changing work requirements
• Copes with unclear lines of authority and ambiguous situations
• Encourages others to put forward ideas and solutions
• Encourages others to work together to achieve change
• Involves those affected in plans to implement change
• Remains productive when dealing with change
• Successfully leads others through change
• Successfully manages resistance to new ideas and initiatives
• Takes responsibility for implementing change in own work area

Collaboration

• Actively contributes as a team member to achieve results
• Actively seeks the participation/input of others in work functions and projects
• Builds appropriate alliances across organizational lines
• Doesn’t take hard, non-negotiable positions
• Encourages collaboration among team members
• Establishes and maintains effective working relationships within the team
• Fosters a climate of collaboration
• Maintains smooth, effective working relationships
• Proactively stimulates ideas and discussion, openly sharing all relevant information
• Shares relevant data with members of cross-functional teams
• When working with others, looks to add value
• When working with others, regularly generates new ideas
• Builds effective working relationships
• Effectively addresses and resolves conflict
• Works effectively as a member of informal teams or groups

Communication

• Communicates clearly, concisely, and in an organized manner
• Delivers presentations with composure and ease
• Effectively shares the rationale behind decisions/conclusions
• Encourages open and candid communications
• Fosters open dialogue
• Gears communication to the audience and uses the appropriate level of detail
• Handles conflict effectively
• Listens effectively
• Listens well in a group
• Makes clear and convincing presentations
• Plans and conducts effective meetings
• Seeks to understand others’ views and priorities
• Sets objectives, time limit, and agenda for meetings

Customer Focus

• Anticipates and addresses emerging customer needs
• Clearly communicates customer needs/requirements
• Demonstrates a customer service focus within the organization
• Listens carefully to customers to determine their goals, needs, and expectations
• Provides superior advice to customers
• Readily readjusts priorities to respond to pressing and changing customer demands
• Responds quickly to customer issues to ensure their satisfaction with outcomes
• Seeks and incorporates feedback from other departments about the performance of his/her department
• Uses knowledge and information about customer experience to improve service

Efficiency / Productivity

• Achieves exceptional results without diminishing relationships
• Adjusts to situations needing resolution rapidly and effectively
• Follows through on assignments
• Handles day-to-day work challenges confidently and routinely
• Has a sense of urgency, which is communicated to and influences others
• Has high-performance standards and expectations
• Identifies and implements opportunities to save time, effort, and money
• Knowledgeable in all areas of assigned job responsibilities

Innovation

• Challenge the organization to adapt new, innovative, cost-effective business processes
• Creates an environment conducive to productive brainstorming and new idea creation
• Fosters a work environment that encourages creative thinking and innovation
• Generates innovative ideas and solutions to problems
• Generates solutions that do not depend on business as usual experience and thinking
• Encourages innovation
• Is a creative thinker
• Is open to new approaches and methods of doing things
• Pursues new ways to approach issues and solve problems
• Questions assumptions and traditions while understanding their reason for existing
• Seeks out and is open to innovative ways to achieve results