Interview Preparation Guide
Index
Introduction ................................................................................... 3
Interviews ...................................................................................... 4
Overview of the City's Interview Process .............................. 4
Researching Prior to the Interview ........................................ 6
PAR Stories / Example.......................................................... 8
Matching Experience to Needs ............................................. 9
Interview QUESTION and ANSWER Practice Chart .......... 10
Types of Interview Questions .............................................. 11
Sample Interview Questions by Level ................................. 14
Points to Remember ........................................................... 21
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Interview Preparation Guide
Introduction
This booklet contains information on how to prepare for City of Toronto job
interviews.
While some of the following information can be applied to any job search,
most of the suggestions in this booklet refer to the process at the City of
Toronto.
We hope that you will find this information useful in preparing for job
competitions.
Good luck!
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Interview Preparation Guide
Interviews at the City of Toronto
Background
In designing its hiring interview procedure, the City has made an effort to
ensure equity and fairness. The following are some things you should know
about the interview:
An interview panel, usually including the hiring manager, conducts
interviews.
All candidates competing for the same position are asked exactly the
same questions.
Questions are prepared ahead of time by the panel and a certain
number of marks are assigned to each question. The panel scores
candidate responses on that basis.
Panel members are to remain as neutral as possible.
All questions are related to job qualifications or requirements.
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Interview Preparation Guide
What to Expect in the Interview
Your interview with the City could be quite different from job interviews that
you have had previously. It will not be like a conversation going back and
forth between you and the panel, but will consist of you providing answers
to open-ended questions.
The panel members will be writing notes during much of the time that
you are speaking. This may feel uncomfortable at first because you
will be unable to make the kind of eye contact that is normally part of
a conversation.
You can take a second to jot down your thoughts before responding
to the question. A pen and paper are usually provided.
Be proactive and take responsibility for giving the most thorough
answers possible as you are scored on your responses to interview
questions. It will be up to you to provide all the information you feel is
required.
The panel will not clarify questions for you, however, they will repeat
a question if you ask them to do so. If you are unclear about the
meaning of a question, you should do your best to figure it out and
answer what you think is being asked.
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Interview Preparation Guide
Do Some Research
It is a good idea to conduct some research before you go for your interview.
The more you know about the division and the issues it is facing, the more
effective you will be in convincing the panel that you are the most qualified
candidate.
Review the essential qualifications and other information in the Job
Posting
Find out as much as possible about the position, the organization, the
plans and values of the division. You can check out the internet,
relevant bylaws, and organizational charts
Prepare, Prepare, Prepare
Candidates who are successful in landing positions are often the ones who
have worked hard to prepare for their interviews.
The fact that your answers are scored on the basis of whether you have
covered the points which the panel has agreed are important, make this
process very much like an oral test. The best way to ensure success in an
interview of this kind is to be prepared.
If you were going to take a test in a school subject next week, you would
probably look over the materials that had been covered, and try to predict
what questions would be on the test. The teacher might very well have
given you an outline of key points to cover. In this case, the Job Posting is
your study guide. The Key Qualifications and Major Responsibilities
will provide the basis for the questions you will be asked.
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Interview Preparation Guide
Behavioural Based Interviewing and Par Stories
Staffing consultants and recruiters, both inside and outside the City, often
use behaviour-based interviewing. Studies have shown that the best way
to predict future behaviour is to look at past behaviour. This means
that you must be prepared to offer examples of your work experience which
highlight your skills in the areas needed for the position for which you are
applying. One of the best ways to prepare these samples or scenarios is in
the form of PAR stories.
Structure of PAR Stories
P
– Outline a problem or situation (1-2 sentences), and how it relates
to the question that was asked.
A
– Describe the actions you took to deal with the problem or situation
(the heart of the story – your thought process is displayed – your
attitude, knowledge, judgement, logic, etc. are showcased).
R
–
The result – positive outcome (1-2 sentences). Try to quantify
the outcome using percentages, numbers, etc.
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Interview Preparation Guide
PAR Story Example
You are currently an administrative assistant to a manager, applying for a
position as an administrative assistant to a director, and you want to create
a PAR story to showcase your initiative. You might set your story up as
follows:
P
(Problem)
Because I was concerned about how to help staff adjust to our new internal
procedures, I spoke to my manager and suggested that we try to develop a
creative way to catch their attention when introducing procedural changes.
She gave me the "go ahead” to try to come up with something.
A
(Action)
so…….
I consulted with a few key staff members to get some input from them
about what might catch their eye.
I checked with other administrative assistants to see how they dealt with
this challenge.
then I combined all these ideas with a few of my own, and came up with
a proposal for my manager.
I suggested that we use a little humour in our approach, and call each
notification of a procedural change a “change advisory”, and use some
of the same language that might be used in a weather advisory.
I also created a cartoon-like character – a chameleon - to use as a
symbol for change. We could “paint” the chameleon in a different bright
colour and feature it on all of our material announcing another
procedural change. I suggested that we have a unit contest to name the
character.
After my discussions with staff, I realized that they were much more
willing to change the way they did things if they were fully aware of the
reasons for the change. I suggested that we make sure to include this
information when introducing a new procedure.
R
(Results)
My manager agreed to implement all of these ideas and even donated
the prize for the best chameleon name. The unit is still having fun with
the idea and there has been tremendous cooperation from staff
whenever a new procedure has had to be incorporated.
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Interview Preparation Guide
Matching Your Experience to Their Needs
For many candidates, the interview is the most challenging part of the competition
process at the City. Taking the time to do some pre-interview preparation is highly
recommended. This is not the time to “wing it.”
One of the best ways to prepare for your interview at the City is to clarify exactly how
you meet the Key Qualifications on the Job Posting. Creating a chart like the one below
may help you.
Key Qualification
Your Experience
Specific Example
Write the key qualification
or key words from it in
this column. You may
wish to break a long
qualification into smaller,
more manageable
In this column, include anything
that relates to the qualification
including:
Years of experience
Education
Special equipment used
Number of people you have
supervised
Courses/seminars
A precise example that
illustrates how you
meet the qualification.
Here is an example.
Key Qualification
Ability to work as a
member of a
multidisciplinary
team
Experience
Worked as a member of
4 multidisciplinary teams
Completed 2 courses in
team building
Occasionally act as
team leader in my
section
Specific Example
Worked on the Nutrition on the
Street program for youth at risk
with three (3) community agencies.
Provided expertise on nutritional
guidelines.
Learned to listen to opinions of all
involved.
Preparing a chart can help the employee feel more confident and relaxed. A chart can
help you:
Be fully aware of the City’s job requirements
Understand how your skills and experience meet the City’s requirements
Have examples ready to discuss during your interview
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Interview Preparation Guide
Interview QUESTION and ANSWER Practice Chart
#
Key
Behaviours that
Qualification
Create practice
ANSWER practice
Develop PAR Stories to
demonstrate this QUESTIONS. Include
questions. Include your
illustrate your
qualification.
behavioural, factual
experience, skills, abilities,
accomplishments.
and scenario
knowledge, education and
questions.
training.
Problem or situation
Actions you took
Results you achieved
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Interview Preparation Guide
Anticipating Interview Questions
When most people think of an interview, they are most concerned about the questions
they will be asked. Although you can’t be sure of exactly what questions will be
included, it is possible to have some idea. Once again, it is important to focus on the
Key Qualifications.
Types of Questions
Interviewers typically use a variety of types of questions:
General
Situational
Behavioural
Factual
Working Style
General Questions
Use these questions to steer interviewers towards your qualifications, skills and
experience.
What are your skills and experience for this job?
How have your skills and experience prepared you for this opportunity?
Why are you applying for this position at this time?
What experience do you have in this type of work?
Try to give specific, concrete answers to all questions, rather than making general
statements.
If asked, “What skills would you bring to this job?”
Don’t say “I have good administrative skills.”
Remember the City’s needs that were stated on the Job Posting.
A better answer would be:
“I can type 50 words per minute. I like computers and have experience using Microsoft
Office. I can do alpha and numeric filing. I also have experience with a variety of
business machines and equipment such as fax, photocopier, and multi-line phones. I
am organized and get along well with staff at all levels.”
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Interview Preparation Guide
Situational Questions
Usually situational questions deal with typical situations that you might find on the job.
Often they are specific to the nature of the work required. Think of what the interviewer is
really asking, identify the important issues and then respond.
If a co-worker came to you with a complaint about another co-worker, what would you
do? How would you respond?
Your supervisor gives you a rush assignment, plus you are expected to handle
incoming phone calls and public enquiries at the counter. How would you handle this
situation?
You are asked to make a presentation to the Board about new changes in technology.
How would you prepare for this assignment?
For example, in response to the first question, you might say:
“I would first ask if the co-worker had talked with the other co-worker about the
problem. If not, I would advise him/her to do so. If he/she had talked to the co-worker
and had not been able to resolve the situation, I might offer suggestions on how to
go about it. If I thought it was appropriate and would help the situation, I might offer
to problem-solve with the two of them. Lastly, if the person continued to complain,
without taking appropriate action, I would ask him/her not to talk to me about it
further until they had discussed it with the co-worker or in a serious situation, talked
it over with the supervisor.”
Behavioural Questions
A behavioural question is used to gather information about specific skills required on the
job. Your response helps provide a clear picture of your thought processes, and of how
you have handled like situations in the past. Questions may focus on conflict resolution,
problem solving, judgement, communication, interpersonal skills and policies and
procedures.
In an interview you might be asked, “How well do you work independently?’ The same
information may be obtained by a behavioural question, e.g., “Tell me about a time when
you had to make a decision, but didn’t have all the information you needed.” In either case
you could use an example to illustrate your ability to use your own judgement.
Tell me about a time when you had a problem with a co-worker.
Tell the panel about a time when you handled an important matter without the
assistance of a senior manager.
Tell me about a time when you had to use your written communication skills in order to
get an important point across.
Give me an example of a time when you used good judgement and logic in solving a
problem.
When responding to behavioural questions, remember to use the PAR technique (See
page 7). This will help guide you through the answer and stay focused.
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Interview Preparation Guide
Factual
Factual questions are knowledge-based questions designed to reveal how much you
know about a job related subject area such as the Building Code, the Health and Safety
Act or the Streets Bylaw. Your answers reflect how much you know and how thoroughly
you have prepared for the interview.
These questions are usually specific to the types of knowledge you would be expected
to know on the job.
What is the correct procedure for…(e.g. responding to a heart attack victim, handling
a human rights complaint; etc.)?
What does the building code say about…?
What is the legal procedure for…?
What do you know about this program/policy/department, etc?
What computer program would you use to create a spreadsheet document, and how
would you do it?
Working Style
Through these types of questions, the panel is trying to determine whether your working
style fits that of the section or unit. Ideally a good match (for both you and the employer)
is when your style is similar to what the unit wants and needs. Therefore, research the
job ahead of time to determine if the work environment, management style, and
philosophy correspond with yours. In the interview, point out how you can meet their
needs.
In what type of environment do you work most effectively (e.g. structured or
unstructured)?
How do you cope with pressure?
Do you enjoy working on your own or as part of a team?
How do you go about making a major decision?
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Interview Preparation Guide
City of Toronto
Sample Interview Questions
ADMINISTRATIVE
1. Tell us how your past experience has prepared you to meet the demands of this
position.
2. Tell us about a time when you had to deal with a hostile member of the public or
irate customer.
3. Describe several attributes you could observe with an employee demonstrating
excellent customer service.
4. Tell us about a situation that demonstrates your ability to work co-operatively in a
team environment.
5. How do you develop and maintain productive working relationships with peers and
management?
6. What strategies do you find most helpful in building solid working relationships with
community groups and agencies?
7. Tell us about a time when you resolved a conflict in the workplace. What did you do
and why did it have a positive outcome?
8. How do you decide if a matter is confidential and how would you handle a situation
such as receiving a call from a City Councillor’s Office asking you to share
confidential information?
9. Give us several techniques you use to maintain confidentiality?
10. How do you meet strict deadlines in a multitask environment? Please give us an
example.
11. This position requires the ability to maintain accuracy and organization – often under
stressful circumstances. What methods have you used in the past to meet this
requirement?
12. How do you stay organized at work?
13. Give us an example of a difficult problem at work that you have solved. Include your
understanding of the causes of the problem, the actions that you took and why, and
the results that you achieved.
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Interview Preparation Guide
14. How do you decide when to go ahead and take action on your own and when to
consult with your supervisor or manager or consultant first?
15. Give an example of when you have taken initiative at work.
16. Describe a situation that you handled in the past that was politically sensitive in
nature. (or describe a situation when you exercised diplomacy and discretion.)
17. How do you stay informed about important issues at the City of Toronto?
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Interview Preparation Guide
City of Toronto
Sample Interview Questions
MANUAL LABOURER/TECHNICIAN
1.
Tell the interview panel what skills and experience you would bring to this position.
2.
Tell the panel about a time when you had to solve a difficult problem at work.
3.
Tell the panel how you would deal with a member of the public who was asking
you questions about your job, when you really needed to get finished and move on
to your next work site.
4.
Tell the panel about a time when you had to deal with a difficult co-worker.
5.
How would you keep up to date in the methods, practices and equipment used in
this position?
6.
Tell the panel what experience you have in operating hand and power tools and/or
machinery.
7.
What are your responsibilities as a worker under the Occupational Health and
Safety Act?
8.
What steps would you take to ensure that you and your co-workers completed your
work in a safe manner?
9.
How would you maintain a clean and safe work area?
10. If one of your co-workers injured him/herself on the job right beside you, what
steps would you take?
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Interview Preparation Guide
City of Toronto
Sample Interview Questions
PROFESSIONAL
1.
How has your background prepared you to move into this role?
2.
Describe how you implemented a new program where you encountered
resistance from threatened stakeholders.
3.
Tell us about a time when you had to work with a group of strong-minded
individuals.
4.
Describe a situation that clearly illustrates your commitment to a team.
5.
What strategies do you employ in building effective working relationships?
6.
Tell the panel about a time when you successfully maintained your
professionalism under trying circumstances.
7.
Tell the interviewers about a fulfilling mentoring relationship you have
experienced, either as the mentor, or as the mentee.
8.
Tell us about a project that you managed from start to finish.
9.
Tell us about a work experience that illustrates your consulting skills.
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Interview Preparation Guide
City of Toronto
Sample Interview Questions
SUPERVISORY
1.
How do you foresee meeting the challenge of responding to client needs while at
the same time developing the efficiency and professionalism of your staff?
2.
Tell us about a time when you were involved in resolving a politically sensitive
issue.
3.
Describe for us the process by which you make decisions and give us a recent
example.
4.
A year from now, what criteria would you use to evaluate your success in this
position?
5.
How have you demonstrated leadership?
6.
What are your responsibilities as a supervisor under the Occupational Health and
Safety Act?
7.
Describe a situation when you responded to worker concerns under the Health
and Safety Act?
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Interview Preparation Guide
City of Toronto
Sample Interview Questions
MANAGEMENT
1.
Tell us about a situation that illustrates your ability to build strong working
relationships with your peers.
2.
Describe your handling of a sensitive labour relations issue.
3.
You have been told that your budget must be reduced by 10% in the next budget
year. How would you go about determining where to cut?
4.
After much thought, you have determined that key processes and procedures
within your unit must be changed in order to respond to changing needs. How
would you proceed?
5.
Tell us about a time when you motivated an employee to improve his or her
performance.
6.
What do you foresee as the major challenges that you would face in this position
and how has your past experience prepared you to meet them?
7.
What factors might limit your success or effectiveness in this position?
8.
What are your responsibilities as a manager under the Occupational Health and
Safety Act?
9.
Describe a proactive health and safety initiative you have taken in the past.
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Interview Preparation Guide
City of Toronto
Sample Interview Questions
SENIOR MANAGEMENT
1.
Describe your leadership style and how it has contributed to your success.
2.
What is your vision for this Division (or program, service, etc.)? Name three
priorities that you would focus on to achieve this vision.
3.
Tell us about a time when you led a cross-functional team to address and resolve
an important organizational issue.
4.
You have been charged with the responsibility of moving a work unit from a
downtown location to a suburban location, relocating 40 staff. What steps would
you take?
5.
How would you develop a viable strategic plan for your Division?
6.
Tell us about a time when you were required to resolve an employee performance
issue.
7.
Describe the challenges that you expect to face in this position.
8.
Tell us about a major initiative that you shepherded from start to finish.
9.
What approaches have you found most effective in creating a highly productive
team?
10.
What are your responsibilities as a director under the Occupational Health and
Safety Act?
11.
Describe a proactive health and safety strategy that you have led in the past.
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Interview Preparation Guide
Points to remember about the interview…
Don’t assume that everyone on the panel has read your résumé. Give
the panel a sufficient amount of relevant information about yourself, and
be prepared to illustrate why you are qualified to do the job.
Study the entire Job Posting carefully, paying particular attention to the
Key Qualifications.
Plan your PAR stories ahead of time.
Remember to give thorough answers. You achieve points based on
what you say in the interview (not on what is in your résumé). If you do
not state it, the interviewers cannot mark it.
Do not ask questions about money or benefits. Wait until you are offered
the position.
Thank the panel for the interview.
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