You are on the job, and a member of the public calls you a racial slur or derogatory term. What do you do?
This is another question that gauges your emotional stability. Even in the most charged and challenging scenarios, CBSA needs their representatives to maintain their professionalism. Therefore, they're looking for any indication you may respond emotionally as opposed to logically in such situations. Draw up a real life example where you faced such offensive behavior directed at you. Exhibit your ability to remain professional and composed, regardless of the situation. If you have a real-life example to provide, it's a great idea to walk the interviewer through your reaction and the outcome using the STAR framework (Situation, Task, Action, Result).
"This question reminds me of a Zen proverb that I aim to live by every day, 'To be calm is the highest achievement of the self.' I have had insults thrown my way in the past, and I prefer to choose calm and collected over anger. A member of the public should never get an emotional rise out of me while I am in uniform. If someone says something rude to me on a personal level, I can let it slide. I will remind them that my job is to protect others from their poor decisions. Keeping a level head is always a better response."
A situational interview question is very similar to a behavioral interview question. The distinction is that behavioral questions focus on how you handled yourself in the past, and your previous behavior is used as a predictor of how you'll perform in the future. A Situational question is posed in the future tense, to see how you would respond to a hypothetical situation you may not have encountered yet.
For Situational questions, the recommended approach is to apply the ARC method. ARC is an acronym for Action/Reasoning/Consideration. What action would you take? What is your reasoning for your course of action? What factors in this hypothetical scenario did you take into consideration when deciding on your approach? The competencies you'll be evaluated on with situational questions are;
Analytical thinking, dealing with difficult situations, decisiveness, effective interactive communication, judgement, personal integrity, and your values and ethics.
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
As a CBSAofficer I'm held to a higher degree of professionalism, and I will respond in a professional way. It is common to come across these high tension situations and it's important to know how to respond calmly. It's important to keep a level head in this job and explain my duties to members of the public.
Rachelle's Feedback
Especially in today's landscape with COVID impacting travel and border crossing, tensions are high! It's clear that you will be a level head amid potential friction.
Anonymous Answer
I've had various situations like this happen to me in the past while working at the airport as a screening officer. I always stay calm in collected in the situation, and try to deescalate the situation. I never take what they say to me personally; they could just be having a bad day, and they decided to take it out on me. Their words will never get me to step out of character, especially while in uniform and with a job to complete.
Rachelle's Feedback
People can be incredibly rude and act out of line - no doubt, you have seen your share of bad behavior while working as a screening officer. It's wonderful that you have the personal strength to remain calm and let the words slide away. Good answer!
Anonymous Answer
If this were to happen to me while I was on the job, I would let it go in one ear and right out the other. Growing up a minority, I have been subjected to rude, demeaning comments from adults and children alike. I have learned to be proud of who I am, where I come from, and what I represent. Having this frame of mind allows me to view these comments as exactly that, comments, which also restricts any of my emotions to get involved so I can keep a level head throughout the interaction.
Rachelle's Feedback
This is a very healthy approach to take. It's great that you mention the pride you have in who you are, where you are from, and what all of those beautiful factors represent. It sounds like you have a great deal of emotional maturity - an important quality to be successful in your work with the CBSA.
Anonymous Answer
In this situation, I will need to keep a level head, as I must present myself as professional and cool. Growing up with autism, I have learned to not let ableist slurs bother or agitate me. In this situation, the person may have been stressed out or angry. At no point will I step out of line because of a mean comment, especially when I'm representing the CBSA.
Stephanie's Feedback
Wow! This is a really challenging situation to be faced with, and your response shows a tremendous amount of emotional maturity and grace. Since you are human and it is normal to feel hurt or frustrated when faced with situations like these, you may wish to include how you would practice self-care afterward. Additionally, it is important to note that you are not required to share information about autism (or any other disability) as part of an interview process, and an employer legally cannot ask you questions about your disability.
Anonymous Answer
Unfortunately, I had many situations like this when I worked as a parking enforcement officer and a few nowadays as a By-Law. I understand that insults are directed at me for the type of work I do so I try not to take them personally. I always keep my cool and act professionally, I try to de-escalate the situation. I politely explain everything related to work and usually, these rude people end up apologizing for their behavior.
Marcie's Feedback
Explaining that you've experienced this before and successfully handled the situation makes your answer more impactful. Excellent!
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