Tell me about a time you coached a manager through handling an underperforming employee.

What the interviewer is looking for

• This question tests performance management support. Gives examples of coaching managers on feedback, documentation and improvement plans that are fair and clear.
• What to bring out: Helps the manager clarify expectations, give specific feedback, document fairly, offer support and set a clear improvement plan and timeline.
• Expect a follow-up like: How did you make sure the process was fair to the employee?

Another way it may be asked: A manager comes to you frustrated with someone who is not doing their job well. Tell me how you once helped in that situation.

A structure to follow: STAR, with the weight on Action and Result

1. Step 1

   Situation

   One or two sentences: where, when and what was at stake. Pick a real example you were close to.

2. Step 2

   Task

   What you personally were responsible for. Say "I", not only "we", so the performance management support you showed is visible.

3. Step 3

   Action

   The two or three things you did and why you chose them over the alternatives. This should be about half your answer.

4. Step 4

   Result

   What changed, in your own measure of it, and what you would do differently. Only use numbers you can stand behind.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Describing what the team did without saying what you did.
• Choosing an example with no clear outcome, or one you cannot answer detailed questions about.
• Ending on the action and skipping the result and what you learned.

How to practise it

Write two bullet points for each STAR letter, then say the answer aloud in about two minutes.

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