Tell me about a time things didn't go according to plan as the result of a communication breakdown.
This question not only tests whether you take ownership of your past mistakes and setbacks. It evaluates what you've learned from those setbacks and how you have grown professionally from the experience. Success isn't possible without failures. Someone who learns from their setbacks is an asset. Someone who learns nothing and repeats those mistakes is a liability. Travelers offers the following advice to their candidates: "Understand why you want the job and how it will help you achieve your professional goals. Be able to clearly state the skills you possess that would benefit the organization, as well as those which you're working to improve to ensure you'd be successful in the position."
"I once misread an email from one of my subordinates. The punctuation was incorrect, and I read it in a harsh tone rather than the positive one that was intended. After a tense conversation, the employee clarified her intention, and it seems I was mistaken. She and I agreed to exercise verbal communication regularly to avoid a similar situation from happening again."
"I had a manager text me about a client who was not happy with the results of my work. I was upset because I try my best at all times, and I felt that the conversation would have been better delivered to me in person. The next day, I approached the manager and requested that future communication of that nature be conducted in person instead
of text message. I did apologize for my initial defensive reaction."
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 had my manager have a meeting with me about the workflow of the company. On my team there were five people working on different tasks, suddenly they all decided to quit causing all pressure of different work tasks on me. I had to then spread out the work for my work week which delayed the results of my work. I was really upset, because I try my best at all times, and felt that the conversation would have been better if the company decided to hire people to fill those positions. The next day, I approached the manager and requested that all future communication of that nature be conducted in person with the boss as he was unaware of the workflow and what the company was falling behind on. I did apologize for what was going on but determined this was the best way to fix the situation. After a meeting with my boss, he was now aware of the workflow, and changes were eventually made to impact our goals in a positive way.
Stephanie's Feedback
What a tough situation you found yourself in! This is a great specific example you provided, but I suggest taking this one step further. What was the impact? How did your communication with your boss change the situation going forward?
Unlock all 30 Travelers questions
Unlock expert responses for behavioral and technical insurance interview questions.
Get Started