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Resilience

Staying energized, productive, and focused in the face of challenges, ambiguity, change, or strenuous demands, creating a supportive environment that helps others become more resilient and productive.
Level 1 Works effectively in standard situations

BEHAVIORS

  • Remains focused and productive in the face of standard work demands (e.g., sets own priorities and clarifies expectations).
  • Adjusts work arrangements to meet objectives when working under changing or unclear conditions (e.g., revises daily/weekly work priorities).
  • Adapts to changing circumstances or demands.

QUESTIONS

  • Tell us about a situation where you had to change your priorities due to an unexpected task to complete.

Probing Questions

* What was the task?

* To what extent did this unexpected task change your work priorities?

* What did you do to deal with the situation?

  • Describe a situation where you had to adapt due to a change in client demands.

Probing Questions

* What were the initial client demands?

* What changes did they request?

* What steps did you take in order to adapt to the new demands?

* To what extent did the new demands alter your work?

Level 2 Works effectively in the face of occasional strenuous work demands

BEHAVIORS

  • Retains perspective in the face of periodic disruptions (e.g., identifies own personal limit for workload and makes appropriate adjustments).
  • Expresses realistic confidence in own abilities, views or decisions, while remaining open to other viewpoints.
  • Adjusts behavior based on an awareness of how their own actions or reactions impact others (i.e., others’ stress levels).
  • Takes steps to deal constructively with setbacks.

QUESTIONS

  • Describe a situation where you had to defend a decision you made.

Probing Questions

* What was your decision?

* What were the other points of view?

* Why did you feel that your decision was the best choice?

* How well was your defense received by others?

* Were any changes made to your decision due to the discussion?

  • Describe a situation where you had more on your plate than you could reasonably handle within a given time period.

Probing Questions

* What were the tasks you needed to complete?

* Which task took priority over the others?

* What happened to the other tasks?

* How did you ensure that your choice would be accepted and respected by your manager?

  • Could you please describe a setback you experienced on the job?

Probing Questions

* What was the situation?

* What was the setback?

* How did you deal with the setback?

* To what extent did the setback affect the end result? your mood?

Level 3 Adapts to ongoing, or regular strenuous work demands

BEHAVIORS

  • Retains perspective in the face of difficult or demanding situations (pervasive ambiguity, frequent change, high workloads).
  • Describes disruptions as challenges rather than threats.
  • Adjusts personal coping mechanisms to deal with disruptions.

QUESTIONS

  • Describe how you dealt with an unusually heavy workload in the past.

Probing Questions

* Why did you have such an unusual workload?

* What work did you have to do?

* How was your work prioritized?

* How did you ensure that the work was completed on time?

  • Every work environment undergoes changes; the only difference is the frequency at which they occur. Please describe a situation where changes that affected your work occurred frequently.

Probing Questions

* What were the changes?

* How did the changes affect your work?

* What did you do in order to ensure that you maintained the same quality of work despite the frequent changes?

  • Describe a situation where you had to solve a problem while dealing with constant disruptions.

Probing Questions

* What was the problem?

* What were the disruptions?

* What was the initial effect the disruptions had on your work?

* How did you deal with the disruptions?

Level 4 Proactively assists others in dealing with strenuous work demands

BEHAVIORS

  • Provides advice and guidance to others to assist them in coping with difficult or demanding situations.
  • Creates a work environment in which wellness and balance are valued.
  • Helps others retain a balanced perspective and remain energized, in the face of ongoing or frequent situations involving high-level stress.

QUESTIONS

  • Describe a situation where you provided advice and/or guidance to others in dealing with work demands.

Probing Questions

* What prompted you to provide this advice and guidance?

* What advice and guidance did you provide?

* What was the initial response to your help?

* Did the need for your help continue?

  • Describe a situation where your work environment was particularly tense due to major changes or high work demands.

Probing Questions

* What caused this situation?

* What did you do to cope with the situation?

* What were the effects of your actions?

Level 5 Creates a positive environment and assists others in dealing with ongoing strenuous work demands

BEHAVIORS

  • Models an environment of high energy, enthusiasm and optimism, despite high demands or difficult workloads.
  • Instills organizational practices to mitigate disruptive or stressful situations for staff.
  • Shows appreciation for the demands placed on employees.

QUESTIONS

  • Please describe a situation where you supervised staff in a high demand work environment.

Probing Questions

* How did you ensure staff remained committed to their work?

* How did you encourage positive thinking?

* How did you reward those that worked hard?

  • Describe a time when you noticed organizational practices that were contributing to a stressful work environment.

Probing Questions

* What were the symptoms of stress?

* What were the policies or practices that contributed to employee stress?

* What did you do?

* What were the results of your actions?