RECRUITER

INTERVIEW
GUIDE
Band 3 & 4
Individual Contributor

Participant Name: Daniel Zheng

Role: Be Operations Readiness Lead

Location: VIC

Interviewer: Karisse Santos

Date:17 December 2018

INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Before interview
Read the instructions fully before commencing the interview and familiarise yourself fully with the
appropriate competency definitions, key actions and planned behavioral questions.
Only one question per competency is required, however if the candidate is unable to provide an appropriate
response please ask another question in order to gather one complete example per competency. Note the
time available for the interview and determine how much time should be devoted to each competency area.
Use the following acronym to help you remember the interview process: CARE.

Care

Context What was the background? What was your role?

Action What did you do?

Results So, what happened next?

Evidence What was the impact of your actions? Think/Feel/Do/Say

Evaluating the evidence

The interview is assessed using a listing of key actions for each competency. The two interviewers
should then discuss the examples of behaviour and tick those key actions which best describe the
candidate’s behavior.
The following rating scale is to be used when providing a score for each competency.

Care

5. Significantly Demonstrates evidence of 90–100% of the key behaviors

exceeds expectations Genuinely understands the finer details and broader associated issues

4. Exceeds Demonstrates evidence of 75–90% of the key behaviors

expectations Maintains and demonstrates a detailed understanding of all aspects

3. Meets expectations Demonstrates evidence of 50 -75% of the key behaviors

Demonstration of working behaviour to required level
Maintains and demonstrates a sound working understanding of all aspects

2. Partially meets Demonstrates evidence of 25 – 50% of the key behaviors

expectations Inconsistent or weak demonstration of working behaviour
Can demonstrate a general understanding of all aspects

1. Does not meet Demonstrates evidence of less than 25% of the key behaviors
expectations Poor demonstration of working behaviour
Maintains and demonstrates a minimal understanding of most aspects

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage
TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Opening the Interview

Greet Greet the participant, providing your name and position

Purpose Explain that this is a behavioural-based interview designed to validate a

candidate’s experience, skills, knowledge and attributes. The behavioural
interview requires the candidate to provide examples based on real life past
work or university experiences to demonstrate they possess the specific
competencies essential for effective performance of a role

Process Describe the interview structure: a brief introduction, followed by interview

questions, then an opportunity for the participant to ask questions. Explain that
the interview will last approximately 1 hour

Interview Explain that these will cover Telstra’s Capability Framework including Cultural
Questions Priorities, Values and Enterprise Competencies

Responses Describe what information is required, i.e. “Over the next hour we will be asking
you to recall a specific event or situation and to then tell us about what you did,
and to describe the outcome of that situation to us”

Focus on “I” Acknowledge that work is often achieved in teams rather than by the individual.
not “We” However, during the interview the participant should be specific about what he/
she personally did, and therefore talk about “I” not “we”

Recent examples Mention that it is preferred that the participant provide examples that have taken
place in the last two years, and that examples in the workplace are preferred but
that relevant examples outside the workplace are acceptable

Participant talking Emphasise that the participant will be talking most of the time

Interruptions and Explain that at times you may interrupt and move the candidate on and at
probing other times you may probe further to gather more information

Note taking Indicate you will be taking notes

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Motivational fit
Ask the candidate question/s that will help you understand their key drivers and motivations behind how
they behave and perform at work, and to the type of work they are best suited. (Note: there is no need to
collect a full CARE but seek specific examples to validate opinions)

Example questions
Select questions from the drop-down list below

Looking at your next career move, what would be the main things that you’d consider before taking on a
new role?
Tell me about your career aspirations and how this role supports your aspirations.

Responses

What interests you about this role?

How do you think would this role help you achieve you goals?

Started recruitment

Would like to move

Click here to select a question

Reponses

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Technical capabilities
Technical capabilities are required for the candidate to be successful in the role

Example questions
Insert Question Here
Responses

Insert Questions Here

Reponses

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Customer Advocacy
Question Overview – High level, 1 minute overview of your response Question

Overview (Past Behaviour - Individual - Relevant - Specific - Recent - Detailed)




Select two questions from the drop-down list below

1. Tell me about a situation when you anticipated a customer’s needs. What happened?
2. Click here to select a question

Key Actions SCORE (1-5)

 Take specific action with the intent to please the customer

 Keeps the customer's interests at the heart of decisions and actions
 Contributes to business improvements to benefit the customer
 Responds to customer requests/problems immediately

Context What was the Background?

Action What did you do?

Results What happened next?

Evidence What was the impact of your actions?

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Drive Strategy & Innovation

Question Overview – High level, 1 minute overview of your response Question

Overview (Past Behaviour - Individual - Relevant - Specific - Recent - Detailed)




Select two questions from the drop-down list below

1. Tell me about a time when you identified a problem or need in the business
2. Click here to select a question

Key Actions SCORE (1-5) 3

 Challenges others thinking

 Encourages people to share new and innovative ideas
 Comes up with creative ideas and solutions
 Encourages people to challenge the way things are done and streamline processes
 Takes action to overcome current issues, problems, obstacles and barriers to success
 Outlines pros and cons of different approaches

Context In his current project, there were issues that needed to be resolved.
Using checking system to monitor whole project – system is called Tracker. In the
system, there is a very handy feature which is the Future Problem.

Action As the program was going, all architecture, design and reconstruction integration and
collection of data was simultaneously happening. He realized there were more sides
and various reasons needed to resurvey or re-escalated to SMEs. Made suggestion to
his manager, asked to add forecasting into their tracker

Results Eventually had the feature with the help of the IT guys, and support from his manager.

Evidence Improved the efficiency of all program, wider possibility of risk being mitigated.

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Build Engagement & Understanding

Question Overview – High level, 1 minute overview of your response Question

Overview (Past Behaviour - Individual - Relevant - Specific - Recent - Detailed)




Select two questions from the drop-down list below

1. Give me an example of when you’ve had to motivate someone to do something they did not
want to do without having direct authority over them
2. Click here to select a question

Key Actions SCORE (1-5) 3

 Encourages and motivates people to support the future direction

 Makes the complex simple to understand for others
 Role models adaptability
 Helps people find their courage to accept and work through change

Context What was the background?

A year ago under the HV MDU Program. He was dealing with the multi community of
sky propers, tall buildings, NBN and CPG. At the end of the project, he was doing
material reconciliation process to compare the whole program and material user versus
the material they audited. CUSTOMER: NBN

Action
NBN wanted to do process side by side. The problem was the discrepancy suggested
to NBN to calculate number state by state.
Convinced them but at first not happy. Provided the material reconciliation written file
and construction, borrowed materials (borrow from another site).
Created new spreadsheet to calculate materials for NSW. Found the discrepancy was
chopped under 5%. NBN

Results Found the discrepancy and it was chopped under 5%.

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Evidence Increased satisfaction of the customers

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Collaborate & Connect

Question Overview – High level, 1 minute overview of your response Question

Overview (Past Behaviour - Individual - Relevant - Specific - Recent - Detailed)




Select two questions from the drop-down list below

1. Tell me about a time when you needed information quickly and couldn’t get it through formal
channels
2. Click here to select a question

Key Actions SCORE (1-5)

 Works openly and inclusively with others

 Taps into key relationships within the team to deliver results
 Demonstrates an ability to understand others' perspectives
 Aligns own objectives with others’ objectives to achieve common goals

Context What was the background?

Action What did you do?

Results What happened next?

Evidence What was the impact of your actions?

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Translate Strategy into Action

Question Overview – High level, 1 minute overview of your response Question

Overview (Past Behaviour - Individual - Relevant - Specific - Recent - Detailed)




Select two questions from the drop-down list below

1. Click here to select a question
2. Click here to select a question

Key Actions SCORE (1-5)

 Encourages people to strive for outstanding results

 Solves problems in a timely and effective way
 Overcomes challenges and roadblocks in a timely way
 Is able to adapt when required
 Sets clear goals for self and others (where applicable)

Context

Action

Results

Evidence

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Develop Self Awareness & Leadership Authenticity

Question Overview – High level, 1 minute overview of your response Question

Overview (Past Behaviour - Individual - Relevant - Specific - Recent - Detailed)




Select two questions from the drop-down list below

1. Click here to select a question
2. Click here to select a question

Key Actions SCORE (1-5)

 Demonstrates openness with others

 Demonstrates knowledge of own key strengths and development areas
 Open to positive and constructive feedback
 Able to adjust behaviour to work effectively with different people and environments
 Maintains a positive outlook in challenging situations

Context

Action

Results

Evidence

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
INDIVIDUAL CONTRIBUTOR

Develop Talent & Capability

Question Overview – High level, 1 minute overview of your response Question

Overview (Past Behaviour - Individual - Relevant - Specific - Recent - Detailed)




Select two questions from the drop-down list below

1. Click here to select a question

2. Click here to select a question

Key Actions SCORE (1-5)

 Knows what drives the team

 Provides feedback on people's strengths and areas for development
 Provides encouragement and support to build people's confidence and capability
 Draws on people's diverse skills and experience effectively
 Picks up signals when others are not feeling comfortable and displays consideration

Context

Action

Results

Evidence

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
FINAL CHECKLIST

Interview close
1. Additional questions
Ask any additional questions based on the review of your notes

2. Position/Organisation/Location.
Provide information on position, organisation, or location. Check the candidate’s understanding of these
areas. (Note anything that appears to match or conflict with the candidate’s stated motivations and
preferences.)

3. Give candidate the opportunity to ask questions. (Note the questions asked here.)

4. End the interview

5. Explain next steps in selection process

6. Thank the candidate for a productive interview

Better Together – Show You Care – Trust Each Other to Deliver – Make the Complex Simple – Find Your Courage

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
DASHBOARD – SUMMARY OF RATINGS

Motivational fit

Candidate Name:

Candidate Role:

Leadership Capabilities

Customer Advocacy SCORE (1-5)

Example

Drive Strategy &

SCORE (1-5)
Innovation

Example

Build Engagement &

SCORE (1-5)
Understanding

Example

Collaborate & Connect SCORE (1-5)

Example

Translate Strategy
SCORE (1-5)
Into Action

Example

Develop Self
Awareness And
SCORE (1-5)
Leadership
Authenticity

Example

Develop Talent &

SCORE (1-5)
Capability

Example

16

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR
INTERVIEW GUIDE – BAND 3 & 4
DASHBOARD – SUMMARY OF RATINGS

Telstra Values

Better Together

Show You Care

Trust Each Other to

Deliver

Make the Complex

Simple

Find Your Courage

17

TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | TELSTRA UNRESTRICTED | BAND 3&4 – INDIVIDUAL CONTRIBUTOR