Tell me about the last time things didn't go according to plan at work.
When things don't go according to plan, a sense of urgency and being able to think quickly on one's feet is essential. So, your interviewer is curious whether you can handle stressful situations effectively while maintaining professionalism and focus or if you allow your stress to get the best of you and dictate your behavior. How you manage yourself when you are up against unexpected difficulties or high-paced, stressful situations says a lot about your character.
We all face unexpected difficulties. What matters is how we deal with them, right? The company I work for is currently under some financial strain. One of the things we're known for is how flexible we are with our return policies to ensure customer satisfaction. But lately, due to cutbacks, we haven't been able to be as flexible in our return policy as we have been in the past and cannot deliver the customer experience that we'd prefer. Yet, some of our reps have struggled with this, been too defensive, and triggered some of our clients, and their interactions end up quite difficult. I often find myself coaching them. There are other ways to give you all than just giving stuff away. It's all about your impression. Just keep an eye out for any opportunity to show them you care, whether through empathy or active listening or helping them find ways to think outside the box to solve whatever issues they have. I'm quite proud of my ability to be versatile with my positive customer service experience.
Think about how you conduct yourself when handling such situations and how well you match the description of the ideal candidate they are looking for. For example, in several of United Airlines' job postings, they state that they are looking for employees who have an "ability to resolve difficult, emotionally charged or confrontational issues while maintaining composure and focusing on customer needs. Ability to demonstrate assertiveness and influence, when appropriate. Ability to use time efficiently and productively." When reflecting on the example you'd provide, detailing how you managed the last time things didn't go according to plan at work, consider how your approach aligned with theirs.
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
Working in a hospital setting taught me to adapt quickly and efficiently to unexpected scenarios. Those include supply shortages and recalls where I had to be creative and find alternative ways to complete my work and deliver safe and excellent patient care. They also include QA/QI studies where I had to change my work habits and be open-minded to new ways of doing things. Also, there were manpower shortages where I had to take on a bigger workload.
Rachelle's Feedback
Try to organize your response into a reply that is easier to follow.
"Most of my work history is in a hospital setting where unexpected scenarios come up all the time. Common situations I would pivot around included supply shortages, recalls, workforce shortages, and increases in workload. I would always get creative and find alternative ways to complete my work while delivering safe and high-quality patient care."
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