When was the last time you had to explain something complicated in simple terms?
Vanguard counts on their crew members to guide their customers through complicated territory, and your interviewer needs to be certain whomever they hire will be able to represent their company while preserving their reputation. "At Vanguard, we value clarity in all our communications. Open and honest communication is vital to fulfill our core purpose. Be the voice of Vanguard as you guide clients through their financial milestones with confidence and compassion."
Although it is important to deliver clear, concise, and structured answers to each interview question, how effectively you answer questions specific to your communication skills will speak to how skilled a communicator you are. So learn everything you can about their approach and how they define effective communication. Then contrast that to your communication style and determine how the two align. You'll want the answer you provide to display your fit and alignment with their values.
"I had a client who received a tip from a friend on a 'sure thing' of a stock they were told they to invest in. They wanted to sell off their diversified portfolio and reinvest it all in this 'sure thing.' So I was tasked with explaining how there is no such thing as a sure thing, and that the advice they were given wasn't credible, without calling into question the credibility of their friend. So, using nondefensive communication, I objectified the facts, explaining that this had a less than five percent chance of being correct. We then looked at the company's fundamentals together, which weren't promising, even for a company as new as that one. I explained how the market conditions made the probability of success even less likely. Told them they would have better odds of trying their luck at the roulette table than trying to time the market, and advised them to stick with the long-term plan we'd already had in place. By the end of the conversation, they thanked me for giving them peace of mind that they weren't missing out on the next big thing. A few months later, when things didn't pan out according to the tip they'd received, they thanked me again."
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