Give an example of a time you had to use listening skills to ensure a job was well done. How do you ensure that you are actively listening to a colleague or a customer to help meet their needs?
Hearing is a basic human sense that people can often take for granted, but listening, comprehending, and taking action is a skill that needs to be developed and focused on to ensure that you are meeting the needs of those that you work closely with. For this question, your interviewer will be looking to hear about a time you had to really listen to what a customer or colleague is saying to help meet their needs. Talk about the listening skills you have developed and how they were helpful to you in the situation. Also let your interviewer know that this is a skill that is important to you to use on a daily basis on the job.
"A time that comes to mind is a couple of years ago when I was meeting with a customer of mine on the road. Leading up to the meeting that day in my car, I had several emergent situations come up with other customers and a backup at our warehouse that was causing delivery issues as well. When I pulled into the parking lot of the customer, it was important that I put those things aside to remain fully focused on the meeting ahead of me. In that meeting with the customer, they wanted to focus on some delivery issues we were having. By putting myself in their shoes and understanding how our delivery issues were affecting their production, I was better able to bring the issue back to our warehouse and delivery staff to fix the issue. By submerging myself in the moment and putting myself in the customers shoes, I was able to solve a major issue and not lose a great customer."
"As a Buyer for a large manufacturer currently, my listening skills are necessary to help ensure that our supplies are available to meet changes in demand that fluctuates from month to month and even week to week. I work very closely and have regular meetings with our Production Forecasting staff. In our meetings, I ensure that I am not distracted and focus on what projections are in the coming months. During the meeting, I ask follow-up questions for clarification when needed and also bring up any potential supplier issues that I'm aware of based on the projections they are talking about. My engagement in the meeting is vital and listening is a critical part of that engagement."
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
Listening to the physician is integral to being successful. Ask a question and step back. Listen to what the physician is saying. What do they like or dislike about their current lab? If there is something they could change, what would it be? What are you looking for in a lab and your diagnostic testing? Everything should be open-ended. You want to meet all the needs your physician is looking for.
Rachelle's Feedback
These are all important steps in active listening. Work on personalizing your answer further, and you'll be all set!
Anonymous Answer
The best way for me to ensure that I am actively listening is to put myself in their shoes. And being that I have worked in the hospitality industry, it helps me better understand my customer when an issue arises. I had a customer that had issues with the delivery driver trying to deliver right before or during lunch every day, which took him away from serving his customers the best s/he can. Because this was a busy day for the driver, it was the only time he could deliver. I spoke with his supervisor on delivering on a different day and asked the customer if that day worked and they agreed on moving the delivery day. Now the customer gets his/her delivery hours before lunch and has remained happy.
Marcie's Feedback
Excellent example! The interviewer will appreciate that you try to understand the perspective of others (i.e. that you have empathy for others). Your example does a great job of showing that you listen to others and then take proactive steps to improve their wellbeing and/or experience. Nice job!
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