Tell me about a time you faced a communication issue on your team.
New Zealand Air has specific requirements that must be met for anyone they'd consider bringing on board, such as a minimum of 18 months of customer service experience in a high-pressure environment. This is designed to ensure that you work well under pressure and are capable of delivering the standard of customer service they pride themselves on and communicating with grace and with a smile. "We are looking for someone with a natural passion for people, the ability to cope under pressure and be resilient in unforeseen circumstances. Each day can bring a different challenge, and the ability to adapt to change will set you up for success."
"I worked on a team to solve a problem that could have affected our ability to grow the business and reach our goals. Each person on the team was tasked with a different aspect, such as gathering data and analyzing it. We came together to discuss the results but couldn't seem to agree. We were struggling to listen to each person's opinion. I explained my observation and suggested we give each person a chance to explain their findings and opinions, which helped us take a more collaborative approach."
"My current company recently went through a merger. Communication from our executives to our teams was lacking, which resulted in a lack of trust and fears of job insecurity. There was also a great deal of work being assigned with short deadlines, and everyone was feeling the pressure. Recognizing that several teammates weren't coping well with these changes, I shared my observations with my department head and suggested a transparent team-building event. They agreed and gathered everyone to remind them that everyone's jobs were secure, and we relied on the team more than ever."
More often than not, communication issues arise because someone takes it for granted that everyone understands what is being conveyed without verifying. Rushed communication is often the result of not managing one's stress or not effectively multitasking communication, among other priorities. So, anytime you recognize a communication problem on your team, you want to present it situationally to avoid triggering defensive behaviours. Focus on how you identified the issue, the steps you took to adapt to the situation and recalibrate the communication, and how you corrected the communication issue and effectively got everyone on the same page. Be sure to include the outcome of the situation and what you specifically did to repair the problem.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I worked on an analytic team to solve a problem that could have potential effects on our ability to grow the business and reach our goals. Each person on the team was a data analyst in different departments. We came together to discuss the results but couldn't seem to agree. We were struggling to listen to each person's opinion. I explained my observation, and I suggested we give each person a chance to talk through their findings and conclusions, which helped us take a more collaborative approach.
Rachelle's Feedback
It sounds like your approach was very helpful!
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