Situational Interview Questions vs. “Past Experience” Questions

“Matthew, tell me about a time you diffused a difficult conversation with a customer.”

This is a standard type of interview question, and you may lean on questions like this when you’re interviewing candidates for roles. It’s great to hear about their past experience solving the kinds of problems they’ll be expected to solve on the job.

But tweak the question a bit, and it takes on a different nature: “Matthew,  what would you do if a customer confronted you angrily about [insert relevant subject matter]?”

Now, the candidate can’t draw on past experience, and has to instead think on their feet. 

This is called a “situational interview question.” Instead of looking at their past performance, you’re assessing how good they are at decision-making in the moment. 

From customer service to management to the factory floor, there are few jobs in which decision-making skills do not apply.

If you want proof that the candidate has performed in the past, ask for examples. If you want evidence that they can think quick on their feet, pose situational questions. 

A mix of both is even better.