30 University Administrator Interview Questions

1.

What role do you feel an administrator plays in an office dynamic?

The candidate should be able to confirm the part the administrator will play within the office set up.

Here is an answer example: "I believe the administrator is part of the essential backbone of the team and office setup. The administrator is the go to point of contact for everyone, whether that be fellow office colleagues, tutors, students or customers. The administrator role is there to pull together all of the foundations of the services that are offered and provided by the administration office".

Ryan's Answer

"I believe the administrator is part of the essential backbone of the team and office setup. The administrator is the go to point of contact for everyone, whether that be fellow office colleagues, tutors, students or customers. The administrator role is there to pull together all of the foundations of the services that are offered and provided by the administration office"

Anonymous Answer

"Office management, record keeping, correspondence with other stakeholders, update information for customers."

Rachelle's Answer

This response reads as more of a list of duties. When it comes to the dynamic of the office and the university overall, what part do you believe this role plays (hint: think less task-based and more EQ/culture/environment).

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2.

Give an example of a time when you have delivered excellent customer service, and why is this important in this role?

The candidate should describe the role they were completing, for which Company and what the situation was with the customer.
The candidate should confirm what they did to provide the service to the customer and how they resolved any queries.
The candidate should confirm how the situation ended with the customer being happy with the service received.

Here is an answer example: "While working at X Company in X role, the customer had called the Office as they had not received the paperwork we had posted out relating to the examination dates. I reassured the customer that we would be able to resolve their query and needed to take some details in order to do this. I went through my list of questions relating to full name, address, course they were taking, tutor name, start date with the University. I took the contact number from the customer and confirmed I would research the matter and call them back within the hour with an update. I went away and completed the research required. I called the customer and confirmed that the original registration form had a different address from the one provided over the phone and hence why the paperwork had not arrived. The candidate confirmed that they had moved address and realised they had not updated us. I confirmed with the customer the importance of this going forward and sort clarification that they had everything they needed now, which they confirmed they did. I then went on to update the records and post out the relevant paperwork."

Ryan's Answer

"While working at X Company in X role, the customer had called the Office as they had not received the paperwork we had posted out relating to the examination dates. I reassured the customer that we would be able to resolve their query and needed to take some details in order to do this. I went through my list of questions relating to full name, address, course they were taking, tutor name, start date with the University. I took the contact number from the customer and confirmed I would research the matter and call them back within the hour with an update. I went away and completed the research required. I called the customer and confirmed that the original registration form had a different address from the one provided over the phone and hence why the paperwork had not arrived. The candidate confirmed that they had moved address and realised they had not updated us. I confirmed with the customer the importance of this going forward and sort clarification that they had everything they needed now, which they confirmed they did. I then went on to update the records and post out the relevant paperwork."

Anonymous Answer

"A first year student came after the residence staff had left for the day. He was done registering and had a challenge with an accommodation. I had to stay with him, call residence staff, and wait for them to come help. It was after hours, but I stayed until I made sure the student was assisted. Doing this gave the company a good name."

Rachelle's Answer

This response is a good start! Try filling out the information and setting the stage for your interviewer in a more robust manner. The STAR framework can help you to do this very well (Situation, Task, Action, Result).

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3.

Tell me how you organise, plan, and prioritise your work. Do you use specific tools or techniques to assist you in the workplace?

The candidate should be able to confirm how they organise, plan and prioritise their work - its important all 3 are covered as the organising and planning are usually the only 2 covered.
The candidate should be able to confirm any specific tools and techniques they use to do this.

Here is an answer example: "I am a big fan of to do lists and Outlook. I review each morning. midday and each night to understand what must be done that day, anything that may be in danger on not being achieved that day if it should be and anything at the end of the day that has not been achieved and what tomorrow may look like. I like to use colours in the diary as this visually jumps out at me so I keep these consistent. In any task that I am given, I will always when it must be achieved by and also make an assessment of the effort I think it may require. If I feel that the assessment means the effort far outweighs the deadline as being achievable, I will raise this immediately so that expectations can be set."

Ryan's Answer

"I am a big fan of to do lists and Outlook. I review each morning. midday and each night to understand what must be done that day, anything that may be in danger on not being achieved that day if it should be and anything at the end of the day that has not been achieved and what tomorrow may look like. I like to use colours in the diary as this visually jumps out at me so I keep these consistent. In any task that I am given, I will always when it must be achieved by and also make an assessment of the effort I think it may require. If I feel that the assessment means the effort far outweighs the deadline as being achievable, I will raise this immediately so that expectations can be set."

Anonymous Answer

"I use a To Do List daily. Prioritize work according to its importance and deadline. I make sure that I keep up to date and minimize procrastination. I use outlook as a diary and for reminders."

Rachelle's Answer

Great! Are these the tools that the university uses? If you are not sure, you can ask the interviewer. By finding out this information, you can ensure that your approach to planning and prioritizing resonates with your future leadership team and coworkers.

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4.

Tell me about a time when you have had to adapt quickly to new policies and procedures.

The candidate should be able to provide an example of when new policies and procedures where introduced and how they adapted to this.

Here is an answer example: "When I worked at X Company in X position, an issue was highlighted with the holiday booking system and the quality team had to work fast to identify the issue and confirm back to the Business what was wrong and any changes or improvements that would result. We were all briefed from an administration team point of view of the changes and within a week, in the office, we had to change everyone's record and also update all of the associated paperwork. It was hard going to get through everything in the week, however we did. I made sure I understand what was wrong, what was proposed and how this would impact going forward and once I had this clear in my mind, I was away and on board with what needed to happen. While difficult to juggle with everything else that needed to be got through, I always try to remain calm and focus on the positives in such as situation".

Ryan's Answer

"When I worked at X Company in X position, an issue was highlighted with the holiday booking system and the quality team had to work fast to identify the issue and confirm back to the Business what was wrong and any changes or improvements that would result. We were all briefed from an administration team point of view of the changes and within a week, in the office, we had to change everyone's record and also update all of the associated paperwork. It was hard going to get through everything in the week, however we did. I made sure I understand what was wrong, what was proposed and how this would impact going forward and once I had this clear in my mind, I was away and on board with what needed to happen. While difficult to juggle with everything else that needed to be got through, I always try to remain calm and focus on the positives in such as situation"

5.

What different computer systems do you have experience with, in relation to the storing and collating of information?

The candidate will should be able to give specific examples relating to computer systems both in house and generic systems

Here is an answer example: "I have used x system before in my previous role. As part of my role, I was required to update and amend records as and when changes happened. I ran monthly reports from this for management review relating to X topics, and started to develop skills in which to present this in graphical form. I am also used to working with all Microsoft platforms such as excel, word and power point. From these, I produce daily stats on x and also help produce management reports."

Ryan's Answer

"I have used x system before in my previous role. As part of my role, I was required to update and amend records as and when changes happened. I ran monthly reports from this for management review relating to X topics, and started to develop skills in which to present this in graphical form. I am also used to working with all Microsoft platforms such as excel, word and power point. From these, I produce daily stats on x and also help produce management reports."

Anonymous Answer

"Microsoft Office programs for all reports that need graphs and stats. I also use an Integrated Technology system to be able to verify the information of customers."

Rachelle's Answer

Wonderful! To ensure that your interviewer understands your experience, I recommend also including your level of comfort with these systems. For instance, you could grade yourself 1-10 or beginner/intermediate/expert.

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6.

What behaviours and skills do you feel are essential when working in a team?

The candidate should be able to confirm the behaviours and skills they believe are needed to work in a team with an explanation as to why.

Here is an answer example: "I believe that it is essential to be a good communicator when working in a team to allow messages to get through efficiently, progress with work and feelings on matters happening at that time. It is also important to listen to each other when working in a team to ensure that everyone gets their fair share in contributing to activities. Being flexible is an important behaviour when working in a team, as you as an individual may need help one day, so demonstrating this upfront means people will be willing to adapt things if you need it yourself but also if urgent and challenging elements arise, together as a team it is achievable if everyone shows that flexibility. Connected to this is co-operating, as not everything will always match 100% of the time to what we want to do as an individual, however if we all co-operate for the wider team, achievements will be made. Being open with each other will allow trust to be built and also treating each other with respect. I think another important element is to show an interest in what others in the team are doing."

Ryan's Answer

"I believe that it is essential to be a good communicator when working in a team to allow messages to get through efficiently, progress with work and feelings on matters happening at that time. It is also important to listen to each other when working in a team to ensure that everyone gets their fair share in contributing to activities. Being flexible is an important behaviour when working in a team, as you as an individual may need help one day, so demonstrating this upfront means people will be willing to adapt things if you need it yourself but also if urgent and challenging elements arise, together as a team it is achievable if everyone shows that flexibility. Connected to this is co-operating, as not everything will always match 100% of the time to what we want to do as an individual, however if we all co-operate for the wider team, achievements will be made. Being open with each other will allow trust to be built and also treating each other with respect. I think another important element is to show an interest in what others in the team are doing."

Anonymous Answer

"Interpersonal skills and listening skills. Respecting other people. Understanding of other cultures. Being able to apologize when I do wrong. Being able to express yourself well."

Rachelle's Answer

These factors are essential, indeed! Be sure to offer statements that showcase for the interviewer the fact that you have these qualities, skills, and characteristics :)

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7.

Why is data protection important, and what measures could be taken within this role to ensure information is stored correctly?

The candidate should have a basic level of knowledge that data protection is important to protect individuals personal details, University commercial information and any other stakeholders.
The candidate should be able to confirm that information held electronically will be password protected and such data will not be shared, drawers and office locked and clear desk policy, only authorised people on site.

Here is an answer example: "Data protection is important as everyone's identity and personal information should be kept confidential and not disclosed to anyone other than those that have been given permission to have it. In addition, data protection is important to protect any commercial sensitive information of the University's as this could put the University in a compromising position should this be affected. There maybe other stakeholders or visitors even who again, have the right not to have any of their data processed in a such a way that is inappropriate. In this role, I would ensure that all computer work is done in a manner that appropriate passwords are used on individual documents and also on the PC itself and these are not shared unless with authorised individuals. I would observe and follow the University Information Security Policy. I would ensure that my drawers are always locked when I am away from my desk and when leaving the office ensure the appropriate doors are locked. I will ensure that a clear desk approach is taken at all times and only have out on my desk what I need to work on at the given time. Anyone visiting will be processed through the visitors procedure and ID badges worn at all times. I will professionally challenge anyone who is not wearing the appropriate ID badge and be aware of the security protocols I must follow if I feel any of the above is compromised."

Ryan's Answer

"Data protection is important as everyone's identity and personal information should be kept confidential and not disclosed to anyone other than those that have been given permission to have it. In addition, data protection is important to protect any commercial sensitive information of the University's as this could put the University in a compromising position should this be affected. There maybe other stakeholders or visitors even who again, have the right not to have any of their data processed in a such a way that is inappropriate. In this role, I would ensure that all computer work is done in a manner that appropriate passwords are used on individual documents and also on the PC itself and these are not shared unless with authorised individuals. I would observe and follow the University Information Security Policy. I would ensure that my drawers are always locked when I am away from my desk and when leaving the office ensure the appropriate doors are locked. I will ensure that a clear desk approach is taken at all times and only have out on my desk what I need to work on at the given time. Anyone visiting will be processed through the visitors procedure and ID badges worn at all times. I will professionally challenge anyone who is not wearing the appropriate ID badge and be aware of the security protocols I must follow if I feel any of the above is compromised."

Anonymous Answer

"Data protection is important for record purposes, referencing, and continuity using proper filing systems."

Rachelle's Answer

You are correct! When it comes to the second part of this question, what do you do/what do you believe needs doing to ensure the proper storage of sensitive information? (hint: check out the privacy and data storage laws for educational institutions in your area)

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8.

Give an example of a time when you have been faced with a challenging situation. How did you overcome this, and what did you learn from it?

Simply not having a strong answer to this question means you did not prepare for this interview. You should always be ready to answer a challenge you have faced and how you overcame that challenge. I would recommend writing down a few challenges you have faced, anything that comes to mind, on paper. These challenges can be simple. Think about a time when equipment failed or a marketing strategy was not proving useful and you rerouted funds.

Here is an answer example: "When I worked at x Company in x role, we had a major event happening where over 200 guests were joining us for an evening event. On the particular day there was a really bad storm and about 1 hour before the event was due to start, we had an electricity outage. As a team, we were tasked with working through as much as we could on whether the power would be back on and if not, putting in place a contingency. As a team, we were split into two with 2 members dedicated to working with the service providers and getting an update from them about what had happened and when the power was likely to be back on. I was part of the team tasked with putting together a contingency plan which involved contacting all 200 guests due to arrive as much as we could and also sourcing a potential alternative venue close by. As I did not live centrally and thereby not being as familiar with the other local possible venues, I volunteered to start contacting the guests. I brought up the attendee's spreadsheet and found as many mobile numbers as I could to send out a group text to get to as many people as possible as quickly as possible to confirm about the power outage and to wait for an update on that it was taking place but possibly at an alternative venue or we may need to rearrange. I then worked through those with no mobiles just landlines and found if we had emails, again to get out the message as quickly as possible. Ultimately, we had to postpone the event until a later date but most people appreciated the heads up. I hope in that situation, I demonstrated that keeping calm and working out a practical approach will allow me to get through challenging situations. This is something that I strive myself and utilize when I need to."

Ryan's Answer

"When I worked at x Company in x role, we had a major event happening where over 200 guests were joining us for an evening event. On the particular day there was a really bad storm and about 1 hour before the event was due to start, we had an electricity outage. As a team, we were tasked with working through as much as we could on whether the power would be back on and if not, putting in place a contingency. As a team, we were split into two with 2 members dedicated to working with the service providers and getting an update from them about what had happened and when the power was likely to be back on. I was part of the team tasked with putting together a contingency plan which involved contacting all 200 guests due to arrive as much as we could and also sourcing a potential alternative venue close by. As I did not live centrally and thereby not being as familiar with the other local possible venues, I volunteered to start contacting the guests. I brought up the attendee's spreadsheet and found as many mobile numbers as I could to send out a group text to get to as many people as possible as quickly as possible to confirm about the power outage and to wait for an update on that it was taking place but possibly at an alternative venue or we may need to rearrange. I then worked through those with no mobiles just landlines and found if we had emails, again to get out the message as quickly as possible. Ultimately, we had to postpone the event until a later date but most people appreciated the heads up. I hope in that situation, I demonstrated that keeping calm and working out a practical approach will allow me to get through challenging situations. This is something that I strive myself and utilize when I need to."

9.

Why are you the best candidate for the role of University Administrator, and what can you bring to the team?

Before your interview, you should create a list of your strengths. Write down your accomplishments in your past roles that relate to this position. Knowing your accomplishments and strengths in this role, will not only help you answer this question but will help you answer several more throughout your interview.

The reason we recommend writing down your answers is that it should help trigger accomplishments in which you may have forgotten.

Here is an answer example: "I am the best candidate for the University Administrator role as I am a team player, approachable, organized, have a great eye for detail, am adaptable meaning I can multi-task while keeping things on track to achieve key deadlines and most of all love all things administration. With all this in mind, I will be there to pick up on anything that comes in last minute without getting flustered and ensure that I always play my part in ensuring as a Department we always meet our targets and work activities."

Ryan's Answer

"I am the best candidate for the University Administrator role as I am a team player, approachable, organized, have a great eye for detail, am adaptable meaning I can multi-task while keeping things on track to achieve key deadlines and most of all love all things administration. With all this in mind, I will be there to pick up on anything that comes in last minute without getting flustered and ensure that I always play my part in ensuring as a Department we always meet our targets and work activities."

Anonymous Answer

"I have vast experience working with students. During my time as a student, I was good at my studies and active within the school which gives me good insight into student life. I am a good listener and I communicate very well. I have skills in Microsoft office and ITS. I can offer you my good communication skills and my willingness to engage with students."

Rachelle's Answer

It sounds as though you have many excellent skills that will ensure your success! This question is a very competitive one so if you'd like guidance on how to answer most compellingly; we also have a guide here: https://www.mockquestions.com/articles/How to Answer: Why Should We Hire You?/

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10.

What motivates you to succeed?

While this can be a challenging question for some, ideally the candidate should be able to identify what it is that gets them up out of bed in the morning, what it is that makes them go home at night feeling that they have done a good job and added value to the Business and what it is that keeps them going, even when a job is really difficult or maybe its their least favourite task.

Here is an answer example: "I like to come into work knowing that I am able to contribute as part of the team to the services that we will provide to our students, tutors and other customers. I need to know that I have done a task to the best of my ability. I am motivated to be able to push myself to the next level and keen to take on any development that is identified by myself or my Manager."

Ryan's Answer

"I like to come into work knowing that I am able to contribute as part of the team to the services that we will provide to our students, tutors and other customers. I need to know that I have done a task to the best of my ability. I am motivated to be able to push myself to the next level and keen to take on any development that is identified by myself or my Manager."

11.

What are your future career aspirations and where do you see yourself in five years?

The candidate should confirm what it is they are striving to achieve which unless they are looking for a total career change will paint a picture of natural development. An idea of how they may achieve this would also be good, even if wrong in the University world as they obviously don't have all the inside knowledge, but this at least gives us an idea that this has been thought through.

Here is an answer example: "I understand from the job role information that there is a specialist position of X or Administration Manager. I would like to progress through the varied job roles which I believe exist to build up that foundation and depth of knowledge in order to best place me to achieve this. During this time, I see myself being mentored by the current post holder as I would communicate these aspirations through meetings with yourself (assuming current Manager interviewing) in order to help facilitate this."

Ryan's Answer

"I understand from the job role information that there is a specialist position of X or Administration Manager. I would like to progress through the varied job roles which I believe exist to build up that foundation and depth of knowledge in order to best place me to achieve this. During this time, I see myself being mentored by the current post holder as I would communicate these aspirations through meetings with yourself (assuming current Manager interviewing) in order to help facilitate this."

Anonymous Answer

"I would like to be one of the best administrators at the university. I have registered for my master's, and I hope to join an academic environment in the future."

Rachelle's Answer

You have solid aspirations, and it's great to see that you are furthering your education - a big step in getting there. When you mention 'one of the best administrators,' I encourage you to include a more measurable statement. For instance, what does 'one of the best' mean to you? Is it meeting particular KPIs, or is it knowledge-based, for example?

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12.

Give an example of a time when you have had to implement a new process or procedure to solve a business issue. What was the outcome of this?

The candidate should describe a time when they or a team member or even customer identified that a process or procedure was not working correct or a gap in a particular service level.
The candidate should describe how they went about actually introducing this with the steps they took.
The candidate should describe to us what the outcome was, including those which may not have been as successful as they would have liked.

Here is an answer example: "When I worked at X in X role, it became clear that the absence reporting process was not working for students who called the University Office. This was due to the Office being swamped around 8:30 with so many queries as us missing reporting a call back to a tutor. I suggested to my Manager a system that existed at my mum's place of work in which an absence line is used which is a central number in which a recorded message is made by each student who can not make in that day or will be late. At 9:30, the office was then able to download all of the messages into excel which quickly showed who was absence. This detail was then fed into the central records and also the local tutor and Line Manager where informed accordingly. This process was communicated out to all students and staff as part of their induction, so was well known and followed. This was something that my Manager took away to review, and was not implemented fully due to the technology needed but we did implement one individual manning the phone and taking all calls/messages until the morning rush had finished and then following through with confirming the message detail to the relevant tutor etc and one individual manning the front desk and following through with any actions from that time. Once the morning rush was over around 9:30 we then came back together, actioned as much as we could and then set off on the rest of the days duties."

Ryan's Answer

"When I worked at X in X role, it became clear that the absence reporting process was not working for students who called the University Office. This was due to the Office being swamped around 8:30 with so many queries as us missing reporting a call back to a tutor. I suggested to my Manager a system that existed at my mum's place of work in which an absence line is used which is a central number in which a recorded message is made by each student who can not make in that day or will be late. At 9:30, the office was then able to download all of the messages into excel which quickly showed who was absence. This detail was then fed into the central records and also the local tutor and Line Manager where informed accordingly. This process was communicated out to all students and staff as part of their induction, so was well known and followed. This was something that my Manager took away to review, and was not implemented fully due to the technology needed but we did implement one individual manning the phone and taking all calls/messages until the morning rush had finished and then following through with confirming the message detail to the relevant tutor etc and one individual manning the front desk and following through with any actions from that time. Once the morning rush was over around 9:30 we then came back together, actioned as much as we could and then set off on the rest of the days duties."

Anonymous Answer

"It was a practice of our office to print documents for students when they came. Unfortunately, the University decided to terminate that service, and there was another procedure that students had to use for printing. When they came as usual, I had to explain that the process and procedure had changed. I gave them the new process to follow. They were not happy, as it inconvenienced them, but they usually understood the reasons."

Rachelle's Answer

This answer is a good start; however, it could use more detail to keep the interviewer engaged. This feedback comes back to using the STAR framework while also including more action-based and measurable statements. For instance, how did you approach expressing the changes? What was the overall impact of your communication strategy?

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13.

How would you define teamwork?

The candidate should provide their explanation of what they understand teamwork to be.

Here is an answer example: "Teamwork is a critical part of any business, as without teams working together to achieve a common goal, the culture can fall apart and objectives not be achieved. Teamwork happens when a group of people work together to achieve a common goal, pulling on each individuals skills."

Ryan's Answer

"Teamwork is a critical part of any business, as without teams working together to achieve a common goal, the culture can fall apart and objectives not be achieved. Teamwork happens when a group of people work together to achieve a common goal, pulling on each individuals skills."

Anonymous Answer

"Teamwork is involving/consulting team members before making a decision. When given a task, I make sure that I execute so that the team will not fail because of me. It also means working together with people with an aim of achieving a common goal."

Rachelle's Answer

This answer would be best for, 'how do you approach teamwork?' When it comes to the way you define (or identify) teamwork, what would you say is the makeup of an excellent team?

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14.

Tell us about your previous work/professional experience. How do you feel this will be transferable into the position you have applied for?

The candidate should be able to give an overview of the previous work they have understand and any other professional experiences they have had.
The candidate should be able to confirm how these are transferable to this role by assessing the job description requirements.

Here is an answer example: "I have worked in an office environment since leaving school 5 years ago. During that time, I have also had the opportunity to work in a commercial environment and education setting. These where important as it gave an insight into the differences of the environments. I feel that this is transferrable to the University environment as the customer service being number one priority is across the board, the efficiency of that customer service is another number one priority and also supporting the University in achieving its objectives by pulling together as a team."

Ryan's Answer

"I have worked in an office environment since leaving school 5 years ago. During that time, I have also had the opportunity to work in a commercial environment and education setting. These where important as it gave an insight into the differences of the environments. I feel that this is transferrable to the University environment as the customer service being number one priority is across the board, the efficiency of that customer service is another number one priority and also supporting the University in achieving its objectives by pulling together as a team."

Anonymous Answer

"I have since worked in the administration as an Office Administrator. My experience in dealing with people of different ages, and cultures will be beneficial. My computer skills and interpersonal skills will be an advantage."

Rachelle's Answer

This open-ended question can be a tough one to navigate :) When asked to walk the interviewer through your related experience, I recommend using the Past, Present, Future framework. We have a helpful guide here when you are ready to learn more: https://www.mockquestions.com/articles/How To Answer: Tell Me About Yourself/ For the final part of the question, be sure to highlight some of the biggest needs and responsibilities outlined in the job posting.

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15.

Can you give an example of a time when you have had to deal with a difficult or disappointing outcome? How did you handle this, and move forward?

The candidate should describe a situation in which they expected a particular path was going to happen, but ended up taking a different path.
The candidate should describe how they coped with this.
The candidate should confirm how they learned from this to make sure it does not happen again or grew as a result.

Here is an answer example: "When I was working at X Company, I was involved in supporting a Manager with an investigation into a issue identified with an employee being continually late. I gathered all the data from logging in reports and even analysed CCTV to cross reference these. I put a lot of effort into collating this information. I was then told that because the employee was related to a Senior Manager that everything had been dropped. This was disappointing as we all knew that any other employee would have been held to task to the standards. However, that was the decision made and I had to respect that. From then, I spoke with my Manager about the work I had done and whether there was any issues with it. I received confirmation from my Manager that there was no issue with my work and he was in fact very impressed with the attention to detail and robustness. From that point forwards, I was utilised in further investigations to gather the factual information and analyse such, which was great because I love tis type of work."

Ryan's Answer

"When I was working at X Company, I was involved in supporting a Manager with an investigation into a issue identified with an employee being continually late. I gathered all the data from logging in reports and even analysed CCTV to cross reference these. I put a lot of effort into collating this information. I was then told that because the employee was related to a Senior Manager that everything had been dropped. This was disappointing as we all knew that any other employee would have been held to task to the standards. However, that was the decision made and I had to respect that. From then, I spoke with my Manager about the work I had done and whether there was any issues with it. I received confirmation from my Manager that there was no issue with my work and he was in fact very impressed with the attention to detail and robustness. From that point forwards, I was utilised in further investigations to gather the factual information and analyse such, which was great because I love tis type of work."

Anonymous Answer

"We ordered toner for a copy machine, but when the order arrived, it was the wrong kind. My boss needed to print his presentation for a very important meeting. Everybody thought I order the wrong toner and blamed me for the inconvenience. I did not respond or try to explain. I just went to the print center, printed the presentation, and gave it to my boss. I also gave him my apology for any inconvenience this caused and promised to be more careful next time. After the presentation, I sent an email to my boss as proof that I ordered the correct toner and that the mistake was entirely the supplier's fault."

Rachelle's Answer

You took all the right steps, including responding calming, fixing the situation, and then backtracking to the original issue. Well done! I recommend adding just a bit more information to set the stage for your interviewer. I have offered an example, below.

"SITUATION: While working at (company name), the office had a printer that required a special toner. One day, the order arrived it was the wrong toner. My boss was supposed to print his presentation for a very important meeting that day, and could not because we had the wrong toner. TASK: Since I was the (job title), it was up to me to place the office supply orders. Everybody (who was everybody?) thought that I order the wrong toner, and I took the blame for the inconvenience. ACTION: I knew that it was not my error; however, I chose not to become defensive. Instead, I simply took a USB with the presentation to the print center. I printed the presentation and gave it to my boss. I also apologized for the inconvenience the situation caused and promised to be more careful next time. After the presentation, I sent an email to my boss with proof that I ordered the correct toner and that the mix-up came from the supplier. RESULT: (how did your boss react to this information? what did you learn?)"

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