STAR Technique

The STAR Technique is useful for applications and interview.  It is a way of structuring your answers to make sure they are specific and relevant to the job you are applying for.

Think about the skills and comptencies that you need to demonstrate and then try to have a few examples so that you can choose the most approprate.  Using STAR can help you stay on track and highlight positive skills and behaviours.

 

Example: 'Experience of delivering excellent customer service'

 

Situation

Briefly outline the situation you were in:

'When I was working as a sales assistant in Company X...'

Task

What was your task? Be specific - help give the reader a mental picture:

'...I was approached by an angry customer who wanted to make a complaint to a senior manager about a faulty washing machine...'

Action

This is the most important section - give specific details of what, how and why you took this action:

'I took ownership of the situation by gently asking the customer if we could move to a quieter part of the room so he could tell me about the problem. By giving him time and space to vent his frustration and anger, I gave him the opportunity to calm down. I then suggested two different options for resolving his complaint (a full refund or a replacement) so he felt he had some control over the situation.'

Result

What was the outcome? What did you learn?

'The customer chose one of the options and said he would be happy with this. He gave me good feedback on how I had dealt with the situation and he decided not to make a complaint to senior management.'

 

Example: 'Problem solving and increasing efficiency/profits'

 

Situation

Whilst employed last summer at Weaver Bros., a beverages supply company...

Task

I was given the task of improving the stock control system

Action

So I looked at factors such as what happened when stock orders were received and how long they took to process.  I worked out a better method of streamlining the paperwork involved in this process and redesigned the forms, which I then submitted to my manager.

Result

The manager liked my ideas, they were implemented, and this resulted in a 10% faster response to orders

Last modified: 
Wednesday, July 29, 2015 - 12:26