NCFE Prep for a Career Competency Based Questions STAR Technique

• Travel and Tourism
• Further Education (Key Stage 5)

NCFE Prep for a Career

 Competency Based Questions STAR Technique - Answers

Cabin Crew BUZZ Words

Have a look back at the Aer Lingus cabin crew job description (and use your own knowledge and experience) to think of suitable 'buzz' words that you could use to 'sell yourself' during different stages of your interview, for example confident, disciplined, enthusiastic

Competency based interview questions 

Here are five common competency based questions used in the interview:

Teamwork – “Tell me about a time you led or worked in a team.”

Problem solving – “Describe a situation where you solved a problem.”

Customer Service – “Give an example of a time when you used effective customer service skills.”

Sales – “Describe a time when you used good sales skills.”

Complaint Handling – “Tell me about a time when you dealt with a complaint.”

How do you answer
competency based questions?

STAR Technique

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Group Work: Identify the S T A R

Question: "Tell me about  a time when you used good team work skills"

Answer: “I was working in a busy sandwich shop at Christmas time and we were running behind on preparing orders for customers.  I arranged with my colleagues for two people to work on tills while two people prepared the orders. As a result, the customers in the store were served promptly and the orders where prepared and delivered in time.”

Take 5 minutes to think of a time you when you used good team work skills and write it down. Remember the

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Group Work: Identify the S T A R

Question: "Describe a time when you delivered excellent customer service"

Answer: "“I was working at the reception desk in a hotel one morning when an irate guest approached. He was frustrated that his breakfast did not arrive in his room and he did not have time to eat it in the restaurant before an important meeting.  Away from the reception desk, I found out that the guest did not request room service in time. Although the guest was at fault,  I had to consider how irate he was, so I ?????”

Take three minutes to finish this answer. Write down your suggestion

Task for Learning Outcome 2

Open 'Competency Based Questions - STAR Technique' Word Doc on Canvas

Answer the example questions using the STAR technique

This is good preparation for your mock interview