We’ve all been there. Someone asks us a question, but we do not know the answer. If it is a friend or family member, we can likely lead them to someone else nearby who has the answer to their question. If it is a stranger asking for directions, we can usually point them to someone who might have the answer. What if this happens during a job your big interview? Not only can it be an embarrassing situation, it can also derail your chances of getting the job. It doesn’t have to a devastating experience, though. How well you stand up to the test can make all the difference in the outcome. Even if you don’t get the job, you can respond in a way that maintains the professional atmosphere of the interview.
I clearly remember one such personal situation that I found myself in. I had finally scored a big interview with a Federal agency that needed someone who possessed the specialized skills needed to conduct job analyses. My professional human resources career started with my training as a test developer with State government, so I prepared, practiced and prayed. I was ready. My interview started great. I knew how to use the software that they used. I was intimately familiar with the parameters required to program the system to generate the reports that guided the job analysis process. I also knew how to read the reports to determine the next steps in the process. Then it happened. They asked me if I knew how to perform the statistical analysis manually. In my mind I was thinking, “Manually…without a computer?” I was totally blind-sided. As much as I had prepared, I had not even considered this question because my training and experience had been in a totally automated environment. So, needless to say, I did not have the answer that I needed to keep the positive momentum of my interview going. What did I do?! You know that one of my mottos is that honesty is the best policy. So, I explain that I was not familiar with the manual process, but that I was willing to learn. I felt the atmosphere transition from excited anticipation to unspoken disappointment, but the interview panel remained courteous and professional towards me. I asked how important that aspect was to on-the-job success and they explained that it was very important. Although I knew at that moment that I was no longer a top candidate, but I continued to actively participate in the process. At the end, I thanked each panel member for their time, then went home and wrote out thank you notes for each member and sent them. I definitely didn’t get the outcome that I hoped for, but I left that meeting with my dignity and my interviewers’ respect.
As you can see, this is another epic example of the vast importance of preparation. I do realize, however, that you don’t know what you don’t know. So, if you can’t relate any of your professional experience to an interview question that is posed to you, there are three (3) possible ways that you can respond: 1) Say I don’t know/I don’t have the answer and offer no additional response. This, to me, is the least desirable approach to take because you’re just cutting the discussion of without leaving the door open for the interviewer to possibly state the question from a different perspective; 2) If possible think of a possible solution that you would implement if you were to find yourself in that situation. If you take this approach, you will show creativity and “out-of-the-box” thinking. These are both qualities that employers often look for in new team members. It also shows initiative and a “can-do” spirit. So, take a gamble and try it. Be honest and lead in by saying that you’ve not yet found yourself in that type of situation at work, but you would do X, Y, and Z to resolve the issue. 3) If you have been in a comparable situation personally, present that scenario. Describe the situation that you faced. Share the outcome that you desired and the actions you took in order to achieve the desired outcome. Then share with the interviewer(s) what the actual outcome was. This works particularly well in situations involving conflict resolution and/or big projects like moving from one home to the other. Conflict resolution scenarios involving family members or close friends are some of the most emotionally-charged conflicts that occur. So, if you are able to successfully navigate such scenarios, the employer will likely determine that you would also be skilled at contributing to the successful resolution of workplace conflicts. Keep in mind though that you don’t need to share every little detail of your personal situation. Share just enough detail with the interviewer…not too much. As with the previous option, lead in by letting the interviewer(s) know that while you have not experienced such a scenario professionally, you have faced it personally.
If the question that you need to respond to is project-based, planning a move from one home to another is especially attractive. Think about it, you are not only managing your physical move, but often also planning how to live in a moving zone, and possibly planning renovations or upgrades to your new place to make it your own. So, if you are a person who uses lists, spreadsheets, etc. to manage the process, the interviewer will see you as a project manager who anticipates needs and has a plan of action for the “what-ifs.” This way, you will be helping the employer see you in action as someone on their team.
As always, don’t think of a challenge as an absolute roadblock. Think of it as the challenge that it is and overcome it with a little mental ingenuity and broad thinking. You’ll be glad you did.
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