Have you ever worked in a situation where the rules and guidelines were not clear? How did you cope?

Question

Christine Pasqueretta · Accepted Answer

"(Situation) One of my earlier positions was for a family-run furniture company with very few guidelines or rules of engagement when it came to sales, service, and protocols. (Task) As an experienced salesperson, I found this situation to be pure chaos. (Action) I did my best by following what I intuitively felt was the best decision on a case-by-case basis. I also created new processes and guidelines for my team along the way. (Result) By showing this initiative, I ended up being the top-performing salesperson and earned a promotion to manager."

Christine Pasqueretta · Answer

The goal of your response is to show the interviewer that you can thrive even in ambiguous situations. The interviewer should clearly understand how you approach your work when you lack explicit instructions. You should also highlight your dependence on your strong moral compass when company rules or guidelines are unclear.

Rachelle Enns · Answer

Answer this question by telling the interviewer about a specific situation you faced where you were unclear about the guidelines or rules. Outline the situation, describe what your responsibility or goal was, and explain how you chose to approach the situation. Be sure to tell the interviewer that even though you were not entirely clear about the guidelines or rules, you still took great care in your approach, leaning on your knowledge base. Give as much detail as you can regarding how you coped in the face of ambiguity. If your process generated positive results, be sure to provide those details.

Rachelle Enns · Answer

'Have you ever...' means that the interviewer is looking for a story-based example for this behavioral-based interview question. This style means forming a response using the STAR method. STAR is an acronym for Situation, Task, Action, Result. Organizing your response using this framework will ensure that you provide the interviewer with the right amount of information and detail to form a compelling answer.

Rachelle Enns · Answer

Avoid saying, 'No, I have never encountered this type of situation in the workplace.' The interviewer wants a specific example. Rather than saying you don't have one, dig deeper and think about an ambiguous situation you have faced at work, school, volunteer, or even your extra-curricular activities.

Rachelle Enns · Answer

"(Situation) I worked for a small family-owned agency a few years ago. (Task) As the new Admin Assistant, I quickly noticed that most processes were not formally written down or included in my onboarding training. (Action) I made it my project to create 'what-if' scenarios, collect answers from my superiors, and compile a troubleshooting list for future reference. (Result) When I presented the documents to my leaders, they were thrilled with the initiative that I took and gave me a small raise."

Rachelle Enns · Answer

"(Situation) While working for an online marketing start-up company, I noticed there were many situations where rules and guidelines were not clear. (Task) I took it upon myself to address the need since my team and I needed direction. (Action) I drafted the rules and guidelines and came up with a system for others to contribute. (Result) Together, we created the internal structure that the company operates with today!"

Rachelle Enns · Answer

"(Situation) In my previous role, I quickly learned that within startups, hard-set rules are difficult to find. (Task) As the new Business Development Director of a startup, I was to sell and hit my metrics, but it was a 99% 'figure-it-out-yourself' situation. (Action) I decided that the situation could be an excellent opportunity to pilot my business development ideas and sales tactics. I was confident in my work and comfortable with taking some creative license. I took the opportunity to create a set of approaches and processes for new client development. (Result) In the first 12 months, I secured 154% of my original sales goal, which allowed the startup to flourish."

Rachelle Enns · Answer

"(Situation) In the past, I worked for a retail company that did not have clear guidelines or procedures. (Task) Being new to my career in retail sales, I found this situation to be tricky to navigate. (Action) I decided to educate myself through workplace manuals and any other internal guides I could find. (Result) Ultimately, I found a comfortable middle ground that kept me productive."

Rachelle Enns · Answer

"(Situation) During a transition period in my school district, we had no department chair, and guidelines were unclear. In particular, nobody was mandating teacher meetings. (Task) A few more seasoned teachers knew that it was beneficial to us as teachers, and the department as a whole, to continue with our usual scheduling. (Action) We took turns leading the meetings and acting as though each of us was the supervisor, passing the baton to the next teacher for the next meeting. (Result) This approach allowed us to continue growing, learning, and collaborating during the transition."

Rachelle Enns · Answer

"(Situation) When I first took on my current management role, my team did not have many guidelines or processes to follow. (Task) As a seasoned manager, I understood the need for clear instructions and expectations. It concerned me that our team did not have a playbook to follow. (Action) I don't like to enforce rules explicitly; instead, I hope that my team will use their training, knowledge, and intuition to make the best decisions. For that reason, I asked the group to collaborate with me to create this playbook of sorts. (Result) We finished this internal guide in a couple of weeks, and everyone seemed proud of their involvement."

Anonymous User · Answer

"Yes, there was a situation where Product based information was not clear to the entire team, which led to poor requirement gathering by the BA resulting in testing issues. As I was introduced in the middle of that project, I had great difficulty in understanding the gaps and functionalities. I immediately booked some time with BA, Solution Architect, Product Owner, and Developer to understand every aspect of the product and what solutions to approach with regards to the gaps. It worked out pretty well for all of us and I was able to achieve the deadlines well in time."

Anonymous User · Answer

"When I started working at my previous company, I noticed that there were many problems and processes which were not formally written down or included in my onboard training, so I created a "What-If" Scenario, collect answers from my superiors and from my own experiences, made troubleshooting list for future references. When I presented the documents to my Area Manager, he was thrilled with the initiative that I took and earned a promotion to Learning Ambassador."

Anonymous User · Answer

"¢ When I first took on the p-card analyst role in __________, I noticed that p-card guidelines and policy were not clear to the p-cardholders and were a little confusing for p-cardholders. I suggested to my manager that we make changes to the policy so it's clearer and more concise. After getting management's approval, I collaborated with my team member to ensure that guidelines on the violation, sign-off transaction due dates, and p-card spending compliance are outlined and clear, and straight to the point. After announcing the new card policy, p-cardholders' violations were reduced lowering unproductive time spent on suspending cards and educating cardholders."

Anonymous User · Answer

"Working in higher education my Dean asked me to create a survey for students regarding the satisfaction of services available to students. I first created a list of all available services available to students and created a rank order from very dissatisfied to very satisfied. I also created textbox options within the survey in case students wanted to provide more detail. I added a number of questions to the survey to give as many options as possible. The Dean reviewed my survey and was able to cut the questions down but was impressed by the detail."

Anonymous User · Answer

"When I started as chair of the MFA program, there weren't many systems for accountability for student performance - it had been handled informally. Using my experience as undergrad chair and a team of experienced faculty and administrators, we reviewed the curriculum, set up performance goals for students, and evaluated the graduate handbook. When classes started, we had a clear pathway for the two years."

Anonymous User · Answer

"Yes, in one of my previous roles, I played a senior backend developer with a team lead flavor, which means that I was responsible for monitoring their performance, delegate tasks for them, create reports about their performance, and share them with the CTO, they reported to me and what I did was doing all these responsibilities besides my responsibilities as a developer because I really liked them and as a result, I became a technical team lead and scrum master in this company officially."

Anonymous User · Answer

"We had a situation when our main development project needed to be stopped and instead other projects should be done.

And during that time the department leader was changed

So all the teams were confused and nobody knows exactly on which project to concentrate

(Action) I do not know(( please help

I tried to understand what part is general among these projects

What we have for testing that general part

Then suggested concentrating on that general part of testing until we have clear instruction."

Anonymous User · Answer

"When I started with Admissions I noticed that our assessment guidelines (around 50) were very outdated. Some of them were last updated in 2012. This created quite many inconsistencies and confusions both for case officers and partners. I have then volunteered to update assessment guidelines by country and migrate them to the cloud. It took me almost 6 months to do so. And from this task, I also learn how to delegate tasks and work with other team members. I have also become confident in terms of assessment and how the education system works in those countries."

Anonymous User · Answer

"(Situation) As a research associate at a policy consulting institute, my main task besides doing research was to write project proposals to obtain grants and third-party funding. When I started this position, the work environment at the institute was very laissez-faire with almost no guidelines. As a consequence the fundraising process was very ineffective, everybody did his own thing and there was no coordination between the colleagues. (Task) I understood that the fundraising work was very important to guarantee the financing of the institute; however, I also realized that the fundraising activities competed with research activities. In a situation with no guidelines, this resulted in a low number of funding applications. (Action) In order to motivate all researchers to increase the number of applications, I installed a quarterly jour fixe to brainstorm about funding opportunities and to coordinate tasks for these applications. I created a template with text modules that everyone could update and use for standard paragraphs in the applications. (Result) This strategy resulted in a team spirit when it came to raising money for the institute. Although not all applications have been successful, we doubled the number of grant applications and increased the amount of third-party funding by 50%.""

Anonymous User · Answer

"Beginning my internship at _______, I was my supervisor's first-ever intern. I quickly noticed that most processes were not formally written down and there was no onboarding document. I made it my project to create this document for the team by meeting with everyone in the group and gathering feedback. I presented this to my supervisor and he was thrilled I had taken initiative to create this for not only me but other employees joining the team."

Anonymous User · Answer

"This happens occasionally at my current job and has happened at prior jobs too. At first, I was open to constructive criticism when outcomes did not go as expected. I learned to send an email and ask for clarification. As I gained more experience I learned to prioritize the work by deadline or importance or both when the instructions were not clear, and still send a clarification email if needed."

Anonymous User · Answer

"(Situation) One of my earlier positions as a NOC Engineer I had very few guidelines or rules of engagement when it came to troubleshooting. (Task) I found this situation to be new and hard. (Action) I did my best by following what I intuitively felt was the best decision on a ticket-by-ticket basis. I also created new processes and guidelines for my team along the way, few examples are in terms of the process are I created monitoring alerts for different functions of the switch(bandwidth, module tracking, etc..) in terms of guidelines, I created email templates for different scenario's for when a switch goes down or when scheduling firmware upgrade and maintenance windows. (Result) By showing this initiative, I ended up being promoted to the lead noc engineer, and am currently responsible for escalation support."

Anonymous User · Answer

"Yes, I have worked in a situation where the rules and guidelines were not clear. My previous position as a music instructor for a local business kept changing my hours before my shift started. For clarification, I reached out to management to discuss the issues I was having with my schedule. However, they gave contradictory policies with their 24-hour notice policy. This forced me to be flexible and prepare for anything that could have been within my schedule for the day."

Anonymous User · Answer

"I have been in this situation a lot in my career. With my background in opening and operating businesses, you find yourself in this situation often. For example, one of my old employers and I were opening a new grocery store, it was my job to set the layout of the location. Whenever you are laying out a store, and it is a blank canvas there is not a lot of set rules, but it is important you do it in a way that will drive sales. To accomplish this I did research and relied on my decision-making skills and my problem-solving skills to successfully layout a location that is still operating today."

Anonymous User · Answer

"In my trainee position, we were required to do quarterly inspections, during these inspections I notice we were getting the same findings, so I created a spreadsheet where I basically marked all the NCRs that were cleared so we just know the areas to focus on. I presented this spreadsheet to my manager and he was very pleased with the initiative that I took."

Anonymous User · Answer

"I am working in that situation now. I have tried to go to management to help set some rules and guidelines that would help with workflow and also the staff would know what is allowed of them. I kept getting resistance from management so to cope I have just tried to be there for my staff and guide them on what I think is best."

Anonymous User · Answer

"orientation"

Anonymous User · Answer

"My task was to create a P&L reporting view in reporting tool for the business. The requirement was ambiguous, resistance to change from stakeholders and, intense collaboration, tight deadlines. First I created detailed timelines ensuring the participation of all the stakeholders. Then created a financial model which produces P&L mock-up as output in multiple formats based on diff. stakeholders needs. Then trained the model to junior analysts/stakeholders to get acquainted with the changes. Finally, created a detailed day-by-day timeline to address ambiguous or key issues. This helped efficient collaboration, effective communication, and cost-saving as the change could be tested much prior to the process than in the reporting tool."

Anonymous User · Answer

"I always try to find out existing guidelines for my current work, if they are not explicitly conveyed to me. In my first job, I was not given some technical guidelines about designing a new product. After researching the market for the guidelines, I talked to experienced team members about their approach. after talking to them, I made sure if they made sense to me intuitively. If I felt them as right, I implemented them and documented my reasoning, approach for that implementation so that anyone could trace back my work. This helped me to have a 'big-picture in my mind while working and often resulted in the correct measures being taken."

Anonymous User · Answer

"I used to work in an oil refinery and with their new infrastructure, they didn't have a complete safety protocol at the time. Safety is one of the most important factors at an oil refinery. Therefore, I was involved in developing the risk management and HAZOP for the building and equipment."

Anonymous User · Answer

"When I first joined my current employer the organization was still new and had no clear guidelines, I, therefore, had a meeting with my Manager that we should have policies and procedures that will guide us on our way day to day implementation of the organization activities, they took my advice and we sat down with other managers to draw the policies and procedures, after that everyone was happy that had direction in the organization."

Anonymous User · Answer

"Not having clear guidelines and expectations is a universal stressor. I worked at a start-up that was in continuous expansion for the first two years, and as a result, there was a lot of chaos. I coped by having weekly conference calls with the various departments so that I could be clear on the expectations. Medical Claims is a highly regulated industry with little room for errors, and I found that these regular meetings gave me the confidence to know I was ethically meeting expectations."

Anonymous User · Answer

"During my time working in brand and marketing team, there was no precedent for how things should be done. I had inherited a dozen websites from a developer who had switched teams. I started documentation which helped the team as the team grew. I backed up all data regularly which helped us recover when our site was hacked. I worked long hours to cope with the workload till they hired a few other developers."

Anonymous User · Answer

"I had to isolate new reception prisoners until they received their covid 19 negative result, but covid got us off-guard and there were no real guidelines on how to do it. So I used my understanding and emptied all the single and double cells and housed those prisoners in dorms and used single/double up cells for new receptions. It provided me the flexibility to house prisoners as per their reception dates. I believe it did well initially and later I was commended by my manager for my decision."

Anonymous User · Answer

"Yes, my boss gave me a general task to "automate the customer service" Now he didn't mention exactly how to do it so my coworker and I did some research and found out that chatbots were a common way of automating customer service. So we decided on that. The next challenge was selecting the artificial intelligence API. So again we did some research on the best API, looking at accuracy and general support, and selected Facebook wit.ai NLP API.Then we selected a design for the chat interface by looking at various designs online. Then I scraped data from our customer service page of Q&A's as well as manual entry to feed into the bot. Then we passed the bot over to the customer service rep to test out and it was able to correctly predict many of the common questions. So this was a great lesson in taking a vague task, researching the best methods, and making judgments to create a functioning product."

Anonymous User · Answer

"When I first started in my current role, I did not receive a lot of guidance on how to properly manage my facilities. My manager did his best to give me hands-on training by having me follow him around while he performed his tasks. I picked up most job-related tasks and I understood how to do them properly. but there were some situations that I sort of found out first hand once I was on my own such as navigating my ways through different facilities layouts. Planning out my trips so I don't get stranded in case there are weather-related emergencies. Thankfully I picked up quickly and my manager was glad that I was able to learn the ropes on my own."

Anonymous User · Answer

"(Situation) When I first took on my current management role, my team did not have many guidelines or processes to follow. (Task) As a seasoned manager, I understood the need for clear instructions and expectations. It concerned me that our team did not have a playbook to follow. (Action) I don't like to enforce rules explicitly; instead, I hope that my team will use their training, knowledge, and intuition to make the best decisions. For that reason, I asked the group to collaborate with me to create this playbook of sorts. (Result) We finished this internal guide in a couple of weeks, and everyone seemed proud of their involvement."

Anonymous User · Answer

"For Mother's Day, I got my mom a carnivorous plant since she loves plants and it would be good for pest control. However, the instructions given on the packaging were not clear and it began to die out after a while. So in response, I took it upon myself to thoroughly research sundew care to find out what could be changed in our care to better help the plant. After some trial and error, we figured out the right steps to properly care for the plant and it is now thriving."

Anonymous User · Answer

"When I worked as an Accounting Accountant, I faced many challenges because there was no training manual or guide on how to do my job, so I learned as I went. I created a training manual to document what I had learned and created my own process in my daily responsibilities and duties."

Anonymous User · Answer

"I worked in sales for years and a lot of the job was trying different things to see what works. Using your initiative. If you're going to break the mold in terms of big successes you need to think laterally, take chances, try new things, take risks. Working in a startup I was free to try different things to see if we could we gain more traction."

Anonymous User · Answer

"When I joined the department I did not have set policies and rules to refer to when handling legal issues. With the aid of various departmental heads, I developed policies and guidelines; Competition Policy, Anti-bribery, different contract checklists, Health & Safety policy, Vehicle management, etc. This has aided in my team and other departments in having a clear reference point as they use their knowledge and experience in making their decisions."

Anonymous User · Answer

"Yes, when I was at Journeys. It was a brand new franchise, and my team was new to working together. So, it was trial and error. I like rules, so it was a little bit of a challenge for me. However, after a short while, when we exhausted several options of ways of doing things, I looked at it as an opportunity to organize and help grow the business. We set clear cut expectations and worked together to make the office successful."

Anonymous User · Answer

"One time, I was assigned to clean and organize a storage room. Nobody gave me parameters about how long the project should take, and nobody suggested a method to apply to clean the room; consequently, I took extra time to ensure that everything was put back into the room in a clean and organized fashion and my superiors were so pleased with the result that they were not dissatisfied with going over the deadline date."

Anonymous User · Answer

"Yes, I have faced many such situations, I once audited a unit financial control, during the audit, we noted software were depreciated using the straight-line method. Same method as a fixed asset."

Anonymous User · Answer

"Related to this question, there was a facility that I went to that had different PPE (Personal Protection Equipment) requirements for different parts of the plant but one part of the plant the PPE requirements seemed to change with every safety person you came across, so I decided to wear all my PPE whether I needed it or not to avoid getting stopped."

Anonymous User · Answer

"Not having clear guidelines and expectations is a universal stressor. I worked at a start-up that was in continuous expansion for the first two years, and as a result, there was a lot of chaos. I coped by having weekly conference calls with the various matrix departments so that I could be clear on the expectations. Medical Sales is a highly regulated industry with little room for errors, and I found that these regular meetings gave me the confidence to know I was ethically meeting expectations."

Anonymous User · Answer

"So with the Operations role, nothing was laid out with guidelines or rules. I first started with implementing an employee handbook, also helped implemented guidelines on how to answer phones, patient care standards, and just made clear on guidelines of expectations in the different roles within all the centers."

Anonymous User · Answer

"At work, I am responsible for determining how much government funding each client is eligible to access. The Department of Employment has guidelines in this regard; it only gives out a limit other than an actual figure. I make sure every time I make a decision; I strictly stick to the guidelines making sure what I approve will satisfy the regulatory compliance framework. Also, I assess the situation on an individual basis making sure it's a fair process, and our financial support is accurate and sufficient to address their barriers."

Anonymous User · Answer

"I am currently working for a start-up business in a brand new territory. There were no set rules and no guidelines as I am the first rep in this territory. I have taken the initiative to set my own rules and guidelines. I hope to grow the business to the point where other sales reps will need to be hired, and I can give them these rules and guidelines so their transition will be easier, thus accelerating the success of the business."

Anonymous User · Answer

"When I worked as an Accountant, I faced many challenges in transferring funds to international vendors. Many payments were returned/rejected, but the company I worked for didn't have specific Rules/guidelines dealing with returned payments. I made it a habit to document every problem and write procedures based on every different situation I countered and how I solved it. That way, there's a point of reference if a similar problem arises."

Anonymous User · Answer

"I was in charge of swing shift and was always left in the dark with changes and forced to make decisions on several occasions."

Anonymous User · Answer

"In my current role, most processes were not formally written down or included in my onboarding training. I made it my project to ask questions from my peers and create a list to work from."

Anonymous User · Answer

"Not having clear guidelines and expectations is a universal stressor. I worked at a start-up restaurant that no one has done this before, and as a result, there was a lot of chaos. I coped by having daily calls with the various governmental departments so that I could be clear on the expectations. Licenses for commercial property is highly regulated by government with little room for errors, and I found that these calls gave me the confidence to know I was ethically meeting expectations."

Anonymous User · Answer

"In a startup, things tend to be a little more lenient in hard rules that will not yield in a sale. The intent of hitting numbers and growing my customer base was more important than some of the field standards' practices. It was always on a case by case situation, which allowed me to understand what acceptable and what wasn't."

Anonymous User · Answer

"The last place I worked did not have clear guidelines or procedures and no training . Being new to my career in the US, I had to learn to work with unfamiliar electronic records and new software. I decided to educate myself through Youtube videos and by downloading practice software on my own laptop. I learned these unfamiliar programs by using any learning resource I could find. Ultimately, I was able to comfortably do the job and be productive."

Anonymous User · Answer

"When I first took the lead scrum master role, my team did not have many guidelines or processes to follow. As a seasoned project leader, I understood the need for clear instructions and expectations. It concerned me that our team did not have documents to follow. For that reason, I collaborated with other scrum teams to create documents to define the standard guidelines and processes. We finished this internal guide in a couple of weeks, and everyone seemed proud to have involvement."

Anonymous User · Answer

"In my last internship, I was given guidelines on how to approach a project but not a lot of information beyond that. I asked a lot of questions to understand the situation. as much as possible. I made an effort to check in often regarding my progress. Despite having free range on the project, we were able to deliver on time and overall, the CEO was highly pleased with the project report. Through this experience, I learned to set timelines, check in often, and work within the guidelines."

Anonymous User · Answer

"When I was an assistant grocery manager, I was responsible for the training and development of other managers that had a title above mine. I was held to an entirely different set of rules and standards. I handled this by knowing that I might not hold the title, but I gained great experience and endurance for doing the right thing and a stronger maturity for the future."

Anonymous User · Answer

"I left an established position at a news agency to relocate to a bigger and more exciting city for a position at an English language services startup. Of course, being that it was a startup environment, everyone wore multiple hats, and you kind of charted your own path as far as what you wanted to work on. I responded to this challenge by playing to my strengths, which involved content creation and editing. This allowed me to find my footing and build up confidence in a new and challenging work environment. This approach also empowered me to start venturing out of my comfort zone and exposing myself to new responsibilities, such as customer success and technical support, which I later grew to like a lot."

Anonymous User · Answer

"I created updated guidelines for multiple virtual platforms that my team was utilizing. When scanning through our previous guidelines I noticed that some of the tools called out were outdated and so were the points of contact. I made a point to send a quarterly update to all my frequent requestors for webinars and that a new guideline and best practices were to be included. Immediately, I made sure that the guide was shorter and easy to glance at as a reference. In addition to this, I updated all the call-outs of previous tools and contacts and reached out to the individual teams to confirm that the best point of contact.As a result, I released a new guideline in my next quarterly email, hosted a call with open Q+A to talk through the guide, and I made a point to include these documents with every webinar confirmation so that it never gets lost. Presenters and requestors seemed very grateful and it made them more confident going into their event."

Anonymous User · Answer

"I once handled a client that had a lot of creative restrictions. Most of their restrictions were not part of their official creative guidelines, they could be described instead as preferences. This was challenging for the creative department who would get confused about what the client would or would not like. I decided to draft a full list of restrictions based on past feedbacks and shared it with the client for more input. I then made it the official guide for the creative to follow."

Anonymous User · Answer

"(Situation) When I first joined my research group, my team did not have many guidelines or processes to follow during a group project. (Task) As a researcher, I understood the need for clear instructions and expectations. It concerned me that our team did not have a playbook to follow. (Action) I don't like to enforce rules explicitly; instead, I hope that my team will use their training, knowledge, and intuition to make the best decisions. For that reason, I asked the group to collaborate with me to create a google document with weekly tasks assigned to each team member. (Result) We finished this internal guide in a couple of weeks, and everyone seemed proud to have involved them in creating this guide."

Anonymous User · Answer

"This has happened many times in my career, at RMN, with a culturally diverse global team R&R was very unclear, I find it most effective to explicitly state assumptions and ask targeted questions to get them validated from the teams and move closer to clarity."

Anonymous User · Answer

"During one of the call calibration meetings, I felt that one of the statements which we had in the tool was not clear. From an assessed point if felt it was difficult to make a decision and from a coach's lens, I felt that the mark may end up unfair. I pointed this out explained my point of view and how I would word it. this was excepted and a change was made to the tool."

Anonymous User · Answer

"When I first started with my current employer, I was sitting in the main reception for front line customer service. However, there were little written guidelines for the main desk which made the work quite difficult for me as I had to ask for help from my co-worker constantly in the first few weeks. I approached my team leader that I wanted to start to gather the information and create a contact index as well as general rules and responsibilities for the main reception area. This was actually a good opportunity for me that I could meet with the colleagues and gain knowledge on the courses and related procedures. After that, I felt more confident in dealing with student and visitor queries."

Have you ever worked in a situation where the rules and guidelines were not clear? How did you cope?

How to Answer: Have you ever worked in a situation where the rules and guidelines were not clear? How did you cope?

14. Have you ever worked in a situation where the rules and guidelines were not clear? How did you cope?

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