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Making a good impression over the phone

Phone interviews are an important part of the recruitment process, requiring the same preparation and professionalism as a face-to-face interview.

Organisations use telephone interviews to efficiently screen applicants and shortlist those suitable to progress further in the recruitment process. They’re usually pre-arranged to occur at a mutually-agreed time, however, they can be spontaneous.  An employer may also suggest a telephone or Skype interview if you are unable to attend the interview in person. Here are some tips for making the most of the interview:

1. Be prepared

If your interview has been pre-arranged, make sure you do your research, just as you would for any other job interview.��Prepare beforehand by reading the job advertisement carefully, noting the key criteria and how you meet them.

Think about possible answers to sample interview questions. Practise going through your answers, preferably with another person.��Have your resume and notes on hand to refer to if needed, and jot down things to say. Keep a pen and paper handy.

If you receive a job-related phone call at a time and place not conducive to conversation, courteously arrange with the caller to speak at an agreed time. It’s a good idea to keep track of y�dzܰ���job applications and your reasons for applying for each role so you’re not taken by surprise if a recruiter calls.

2. Check your voicemail greeting

In case you miss a recruiter’s call, ensure your voicemail greeting is clear and professional. If your usual greeting is inappropriate in a professional context then you will need to change it before you submit your first job application (you can always change it back after you have found employment). Don’t underestimate how damaging a negative first impression can be when you are seeking work.

3. Take the interview seriously

A phone interview is more than a casual chat. Keep your tone and language professional and give thoughtful answers to the questions you are asked. Remember that this is your first opportunity to demonstrate your suitability for the job.

4. Create a quiet environment

Find a quiet place where you won’t be distracted or interrupted and ensure you have good reception if on your mobile phone. Turn off music or TV in the background. Don’t eat, drink, chew gum or work on the computer while on the phone.

5. Build rapport

You’ll need to rely on verbal and aural cues to build rapport as the interviewer can’t see your body language. Listen carefully and ensure that the interviewer has finished speaking before you answer the question. Use the interviewer’s name during the course of the interview, smile when you talk and speak clearly and concisely. Try to make your tone upbeat so the interviewer can feel your energy and enthusiasm. Imagine the person is in the room with you and that you are speaking directly to them.

Ask for information to be repeated if you don’t hear properly, and ensure you repeat back names, phone numbers and directions to confirm you have the correct information.

6. Follow up

At the end of the interview, ask any questions you may have about the role or company. Finish by thanking the interviewer for their time and indicate your interest in meeting in person. Follow up with an email of thanks to let them know you are keen, and to keep yourself fresh in their mind.

How to prepare for a video interview

Employers use video interviewing as a screening tool to help determine whether candidates can communicate effectively, present themselves professionally and answer interview questions with confidence.

There are two types of video interview used to assess job candidates. In the first type, the recruiter will send you a link to an online platform which displays interview questions on your computer screen and allows you to record your responses using your webcam.

The recording is submitted to the employer who then uses the information to determine which candidates will progress next stage of the recruitment process.

The second type of video interview uses Skype, FaceTime or other platforms for live interviews. Prepare for these interviews the same way you would prepare for a face-to-face interview.

Video interview tips

• Take the interview in a quiet place where you won’t be interrupted. Ask your housemates to keep noise to a minimum and make sure any pets are kept away from the interview room.
• Aim for a neutral background such as a plain wall or curtain. This will keep the focus on you and ensure that the recruiter does not make assumptions about you based on your personal tastes.
• Dress professionally, as you would in person.
• Look into the camera when you give your answer. This is the equivalent of making eye contact with the interviewer.
• Answer questions concisely and keep to the point.
• Review �dzܰ���interview tips for advice on answering common questions.
• Practise! Read �dzܰ���sample interview questions and use �dzܰ��� or record a practice session with your webcam.
• For video interviews where you are provided an online link to record answers to interview questions:
  • If the interviewing platform offers the option to complete a practise question, take the opportunity to test for any technical problems. Practising may also help you get more comfortable talking directly to the camera.��
  • Read the instructions carefully. Is there a time limit for each answer? Can you make more than one attempt at answering? Can you stop the recording when you have finished answering a question?

Answering skills-based interview questions from your experience

Behavioural interviewing, also known as ‘competency-based interviewing’, is a common technique among internship and graduate recruiters.

Using the behavioural interviewing technique, employers ask questions testing the specific skills and competencies required for the role. They’ll expect examples of previous experience and achievement to demonstrate evidence of the skill in your answer.��The idea behind this type of interview is that past behaviour is an indicator of future performance.

It is important to recognise a behavioural question at interviews. They will often start with phrases like "Tell me about a time when...", "Describe a situation where...", and "Give an example of...", prompting you to talk about a specific situation in your answer.

Not all employers will indicate whether your interview is behavioural and some employers use a hybrid interview technique which combines behavioural questions with more general questions. Be prepared by practicing sample behavioural questions before your interview.��

Preparing for behavioural interviews

First, reread the job ad or job description and look at the selection criteria���ǰ���skills/attributes required by the employer. Anticipate behavioural questions based on required competencies. Think about the experience you have and look for moments that stand out – there is often a good answer to a behavioural question in experiences that have challenged or tested you. Consider which experiences relate to each selection criterion or key skill. For instance, winning a debating competition may provide evidence of strong communication skills, while consistently exceeding your sales targets at your casual job is a good example of your ability to add value to an organisation.

Depending on the job you are applying for, you can usually use examples from a variety of activities such as work, studies, extracurricular activities, volunteering, sports, or travel. The best examples are recent, relevant and robust (or complex) experiences.

Answering behavioural questions

Answering a behavioural question is like telling a story. Choose an appropriate example from your experience and use the ���մ������ڴǰ����ܱ��� to keep your story on track.

Behavioural interview tips

• Be prepared. Review �dzܰ���interview tips to ensure you make a strong first impression.
• Clarify your role when talking about team activities. The interviewer wants to know how you contributed to the team, so talk in terms of “I” not “we” when describing your actions.
• Be prepared for questions which examine negative situations such as conflicts, errors or problems. Most jobs will present the occasional challenge and the interviewer will be interested in your ability to handle these situations.
• If your answer focuses on a challenging colleague, customer or manager, avoid making personal judgements and focus more on their behavior. For instance, “my team-mate was frequently late with submitting his contribution to the assignment” NOT “my team-mate was lazy.”)
• Review common behavioural sample questions.��

Work through a business case in real-time

Case study interviews put you in the driver’s seat: you’re given a real business problem to work through and solve. The logical reasoning you use to work through the case is just as important as the conclusions you reach.

Case study interviews are common in recruitment for management consulting roles but can be used in other industries as well. They’re different to standard ‘question and answer’ interviews, as case study interviews involve working through a business problem or scenario with the interviewer to reach a logical conclusion. This situation mimics the work management consultants do for their clients, giving the interviewer an insight into how you might perform on the job.

Example case study interview formats and scenarios

Most case interviews are conducted face-to-face with the interviewer or a panel. Your case will be given to you either verbally or in writing, and you’ll be required to describe the assumptions, strategies and steps you’re using to solve the case out loud within a designated time frame. Most interviewers will provide pen and paper or a whiteboard and marker so you can record important information, perform mathematical calculations, or visually demonstrate your thinking process by using flow charts or diagrams. Less common case interview formats include written exercises or role plays. Explore these from igotanoffer.

The type of case or problem will vary depending on the employer and the role. Common types of cases include: 

• Real or theoretical business scenarios: ‘LMN is a medium-sized grocery chain wishing to expand its online presence and services. What issues will need to be examined to decide whether this is a viable opportunity?’. You may be provided with some basic numerical and/or statistical data in these cases.
• Numeracy scenarios asking you to estimate figures: ‘How many people do you think will vote in the next New South Wales Government election?’
• Lateral thinking scenarios: ‘What creative suggestions and methods can you suggest to further decrease the number of smokers in Australia?’
• Interpretations of pictorial information such as graphs or charts.
• Corporate and business strategies examining profitability, growth opportunities, business mix, customer service improvements, investment strategy (viability of acquisitions) or performance improvement (e.g. effective management structuring, performance measurement, staff rewards systems and process improvements).

It’s not necessary for you to have in-depth knowledge of the industry on which the question or scenario is based, but it’s useful to have a reasonable grasp of basic business principles and some knowledge of current affairs in the corporate sector. Research your target company prior to the interview to find out more about their clients and the scope of their work.��

What do case study interviews assess?

Working through a case gives you the opportunity to display problem-solving skills, quantitative reasoning skills, analytical skills, logical reasoning, communication skills, creativity, and the ability to think on your feet and work through a problem in real time.

The interviewer may also be assessing the personal qualities you display during the process of solving the case, like your ability to stay calm in a stressful situation and your general interpersonal skills.

Structuring your response

There may not be a single ‘correct’ answer to any case study interview question or scenario, as your thought processes used to reach a conclusion are as important as the conclusion itself.

When you are given your case, it can be useful to go through the following steps to ensure that your response is clear and well structured:

1. Have a clear understanding of the case and what’s required: do you need to solve a problem, make a recommendation or help a company make a decision?
2. Synthesise and filter the information provided as necessary. Identify the key issues and decide which information is most pertinent to the case. It’s possible that not all the information provided will be equally relevant.
3. Develop a structure for how you will approach your answer and talk this through with your interviewer.
4. Make sure your approach is organised – take it step by step.
5. Explain your thinking and decision-making processes to the interviewer. Do not assume that they know why you are proceeding in a certain way.
6. Ask for more information or clarification. The case interview is a two-way street and the interviewer may reveal further information if you ask (just be clear about why you are asking).
7. Anticipate concerns or objections as the interviewer may ask questions to highlight weaknesses in your argument.
8. Support your conclusions with evidence, particularly in scenarios where you have been given figures or statistics.

Tips for handling case study interviews

• Visit the web pages of any of the major management consulting firms and look for the section on careers and interview preparation for good tips. Practice talking through the cases as you would in the interview room.
• Listen carefully to what the interviewer says, take notes and refer to them if necessary to summarise the scenario, analysis and solution.
• Make use of any resources in the room, such as a whiteboard, pens and paper.
• Use visual aids to document and demonstrate your structure or response. Depending on the question, you could use organisational charts, pie charts, timelines, graphs, flow charts or any other project management methodology.
• Be realistic. The interviewer is looking for real-world solutions to the problem so be wary of proposing unrealistic budgets, risky endeavours or other solutions that would be excessively difficult to implement.
• Showcase your communication and interpersonal skills. Treat the interviewer as you would treat a client in the workplace. Use positive body language and try to explain your reasoning clearly.
• Ensure your conclusions flow logically from the steps you have taken throughout the interview.

Interviewers ask open questions to give you an opportunity to present your strengths, interest and ambitions for the role.

• Why did you choose your degree/particular courses?
• What did you enjoy most/least about your studies?
• Why did you apply for this particular position?
• Why would you like to work for this organisation?
• What do you expect from your first graduate job?
• Under what conditions do you work best?
• What do you expect to be doing in three to five years’ time?
• Why should we hire you?
• What are your greatest strengths?
• What are your weaknesses? (Tip: choose something that you’ve worked on to improve)
• Tell me about some responsibilities that you’ve taken on recently.
• Tell us more about the supervisory responsibilities you had in your part-time job.
• Tell us about a significant achievement.
• Sum yourself up in five short phrases or five adjectives.
• What skills can you bring from your current employment to our organisation?
• How would you describe your teamwork style?
• What leadership roles have you undertaken?
• How do you manage your time?
• How do you deal with a situation where there is a clash or ‘double booking’?
• How do you take criticism?
• What current issues affecting our industry are of interest to you?
• Do you know which part of our organisation or industry you’d like to get into?
• How do others describe you?

Interviewers ask behavioural questions linked to specific skills on the premise that your past behaviour can be used to predict your future behaviour. When answering these questions, consider which skill or competency the question is addressing, eg, time management, ability to overcome a challenge, initiative, and so forth.

• Tell me about a time when you provided outstanding customer service. What was the situation and what did you do?
• Tell me about a time when you had to go above and beyond the call of duty to get a job done.
• Have you had to "sell" an idea to someone? How did you do it? Did they "buy" it?
• Describe a situation you’ve experienced that required some finely-tuned communication skills.
• Tell us how you have communicated or shared ideas with people from diverse cultural backgrounds.
• Describe a situation when you were able to strengthen a relationship by communicating effectively.
• Describe a situation where you felt you had not communicated well. How did you correct the situation?
• Describe a team situation where things did not work out well. Briefly tell us what happened. What would you do differently next time?
• Tell me about the most difficult or frustrating individual that you’ve ever had to work with. What was the outcome of the situation?
• Give an example of your ability to build motivation within a team.
• Describe a time when you worked effectively in a team. What was your role? What impact did you have?
• What experience do you have seeing a project through to completion? Please give an example.
• Outline 3 strategies you use to prioritise tasks and organise your time.
• Explain how you have balanced your studies with other commitments.
• Can you please give us an example of a time when you prioritised competing tasks and projects?
• Can you please describe an occasion when you have faced conflicting deadlines?
• Describe a project or research assignment that you have undertaken, and how this has prepared you for this role.
• Tell me about a time when you had to analyse information and make a recommendation. What kind of thought process did you go through?
• Tell us about a time you made a major decision. How did you go about making the decision? What was the outcome?
• Can you tell me about a time when you took on a leadership role? What have been some of the challenges you have faced as a leader?
• As a future team leader, you will be expected to manage staff performance and development. Are you comfortable giving sensitive feedback to other people? Provide an example when you have had to do this.
• Can you outline a time when you have worked with minimal supervision or taken on additional responsibility for a task or project?

Interviewers ask situational questions about hypothetical scenarios you may face in the role. You will be required to describe the actions you would take in a certain situation or prioritise a list of activities, demonstrating your problem-solving skills, logical reasoning and judgement.

• You discover that one of your colleagues has been selling commercial-in-confidence information to a competitor. What would you do?
• What would you do if a client/student/patient made a complaint about your work?
• Two senior managers assign projects to you and ask you to make their work your priority. How do you react?
• It is a busy period for the organisation and you have more work than you can complete before the arranged deadline. What do you do?
• You see a senior colleague breaching occupational health and safety regulations. Do you take action?
• You have good reason to believe that your colleague is in breach of your profession’s code of ethics. What are your next steps?