SUGGESTED ANSWER:
Situation: In my previous job, we were short-staffed as several co-workers had called in sick due to illness. It was a very busy time for the business because we were running an online sale.
Task: My task was to work with my remaining co-workers to respond to customer inquiries, pack orders and get the dispatch promptly.
Action: We allocated tasks based on each other’s strengths, worked through our break and communicated regularly to ensure we were on track.
Result: At the end of the working day, my manager praised our commitment to getting the job done despite being short-staffed and under pressure.
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Behavioural interview questions are designed to assess how you’ve handled real-life situations in the past, because past behaviour is one of the strongest predictors of future performance. One of the most effective ways to structure your response is by using the STAR Method, which stands for Situation, Task, Action, Result. This simple yet powerful framework ensures your answers are clear, concise, and impactful, giving hiring managers exactly what they need to evaluate your suitability.
1. Start with the Situation
Set the scene by briefly explaining the context. Keep this part focused and relevant. Employers don’t need every detail; they just need to understand the background of the challenge or scenario. For example, “In my previous role as a customer service representative, we faced a surge in support tickets during a major product launch.”
2. Describe the Task
Next, outline your responsibility. What were you required to achieve? This helps interviewers understand your role in the scenario. For example, “My task was to reduce response times and maintain customer satisfaction despite the high volume.”
3. Explain the Action You Took
This is the most important part of your answer. Describe the steps you took to resolve the issue or move the situation forward. Be specific. Use strong action verbs and focus on what you did—not the team. For example, “I reorganised the ticket queue by priority, created quick-reference guides for the team, and personally handled complex cases.”
4. Share the Result
Finish with a positive outcome. Results demonstrate impact, capability, and value. If possible, quantify the result to make it even stronger: “As a result, we reduced response times by 35% and achieved a 4.8/5 satisfaction score during the launch period.”
Why the STAR Method Works
The STAR framework eliminates waffle, showcases competence, and gives hiring managers confidence in your ability to perform. It transforms vague answers into clear, evidence-based examples that prove you can handle pressure, collaborate effectively, solve problems, and deliver results.
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Richard McMunn is a former Fire Officer turned interview coach with over 20 years of experience in recruitment. He has helped thousands of job seekers secure roles across various industries.
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