When was the last time you took responsibility and held yourself accountable for your own actions?
"I was working with an important client with a complicated financial question, and they said they needed an answer quickly. It was a busy day, and I knew if I promised to call them back, my supervisors might steer me toward other priorities. However, I was on this call with this client, so they were my responsibility at that time, no one else's, and I am responsible for my actions, so I told them to stay on hold and get them the answers they needed shortly. So I quickly went to my supervisor, who immediately expressed they were glad to see me and started to rocket all of these tasks they stated as a top priority, and I had to get them done now. But I explained I couldn't yet, since I had so-and-so on the phone. But I promised I would get on those other tasks swiftly as soon as I followed through on helping our client. This did the trick, and I was able to recruit the necessary help to get those answers."
"I had a sticky key on my keyboard and didn't address it quickly enough before I completed a mortgage application for a new client. I'd finished everything, and the whole thing took a little time. But my manager was a little disappointed when they reviewed it because the amount of the loan had dropped a figure, thanks to the sticky key on my keyboard. I apologized, grabbed a can of compressed air and fixed the key, and then quickly adjusted the report, which didn't take too much rework. But now I am always more thorough in proofing my work and take better care of my equipment to ensure such mistakes don't happen again."
This question can be interpreted in two ways. The first is whether you follow through on your commitments, showcase integrity and stay true to your word. For example, you don't offer empty promises to your client or coworkers, and, as HSBC puts it, you "get it done." Or, this question can be interpreted as taking responsibility for your actions and owning up to your mistakes when you make them. As HSBC puts it, "We take responsibility. What we do has a real impact on people's lives, communities, and the planet. We take this responsibility seriously. We set ourselves high standards and are each accountable for our actions. We always use good judgment. And if something doesn't feel right, as colleagues, we speak up and act." Both attest to your character and your integrity.
The best approach is to showcase your emotional intelligence and explain how you follow through on your commitments with a strong work ethic, identify your mistakes as you make them, and recognize them as growth opportunities. Show how you learn from your mistakes and stay true to your word when you say you won't make the same mistake again. When you take ownership of your mistakes, no one can hold them over you, and there is no shame in admitting them. It showcases your strength of character. However, it is best to avoid volunteering any mistakes you've made that might raise concern that you would be a liability in this role, such as not protecting the company's assets or not being able to perform a required function for the role.
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