(Mt) – Situational or Behavioral Questions

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Applicant’s Name:______________________________________________________________ Date Interviewed: _______________ Interviewed By:_______________________________________________________________________________________________ Interview Questions for Page position Answer Preferred Answers Please describe what you know about the Page position we have available? This will measure if they have read the job description when applying? What attracted you to apply for this position? Reveals some ambitions as to wanting to work in library setting. How would you react if a patron is upset about a library service and is complaining and getting angry with you? Unacceptable Answers Part-time Shelving Help patrons Good environment Need a job Good environment Love library Like to help Part-time Looking for full-time Close to my house Need a job Slow paced Apologize Listen Get the Librarian Don’t take personally Remain calm Say nothing and ignore Agree with patron Become confrontational Prioritize Remain calm Organize Watch quality Keep doing work Listen to music, Focus on task, not surroundings, Don’t get interrupted Patrons can find things easily Keep library organized Main job duties to put book back on shelves. Not sure Measure for customer service & stress How do you stay focused while doing routine tasks? Organization/Prioritization and having an understanding of general library setting. In this job, why do you think knowing the alphabet and number sequences are important? This will measure how much is known about the essential job functions. 1 Interview Questions for Page position Answer Preferred Answers There are two patrons waiting to check out books, the branch phone is ringing, and someone is asking you if you can quickly give him the web address for the library? How do you prioritize what you will do in this situation? Keep calm Remain friendly Acknowledge patrons Unacceptable Answers Ignore patrons in front of desk Leave desk area *As an interviewer, did the priority work for you to deliver good service? Raise voice Prioritization and customer service If you just put a DVD away less than 5 minutes ago and now a patron comes to you at the desk and tells you he cannot find it on the shelf, how will you respond? Apologize Get up and help find the DVD I just put it back, it should be there. Do nothing further to assist. No Available any time Provide specific times Yes Another job may interfere May not always get a ride to work EXCEL, Lotus, Quickbooks Not sure Customer service and adaptability If you are selected for this position, are there certain times when you cannot work? Availability and flexibility A patron asks you the best program to use to help create a file for their personal budget? What would you suggest and why? I’d ask the Librarian Any software that can calculate and uses numbers. Word processing Basic computer skills A patron asks you about creating a resume. You notice that what she has in front of her is in EXCEL with a bunch of text boxes? Is this the best way to design a resume? (If not, what suggestions) Word processing Not sure I’d ask the Librarian Basic computer skills 2 Interview Questions for Page position Answer Preferred Answers Walk me through the steps that you would use to download and print a file. Unacceptable Answers Download key Click to open file Print Key Make sure correct printer Other print settings Not sure Ask Librarian for some more work Organize Keep busy Read Listen to music Use computer Ask to go home Basic computer skills If you have spare time on your shift, what would you do? (Initiative, customer service, understanding of library setting) Can you tell me a time when you went above and beyond expectations at work, home or school? Initiative & motivation Do you have any questions for me? Would you recommend for hire? Rating: Poor 1 YES 2 NO Satisfactory 3 4 3 Excellent 5

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