What is behavioral competency?

Behavioral competency in recruitment refers to the evaluation of candidates’ behavioral attributes, skills, and capabilities that are essential for successful job performance. Unlike traditional recruitment methods that focus primarily on qualifications and experience, behavioral competency frameworks assess candidates based on observable behaviors and actions that are indicative of their potential to excel in a particular role.

Behavioral competencies matter most once a candidate is in the room; getting them there is the harder problem for frontline employers, which our frontline hiring benchmarks quantify by role.

How behavioral competency in recruitment works

Identification of competencies: Recruiters and hiring managers identify the key competencies or behaviors that are critical for success in a specific job role. These competencies could include communication skills, problem-solving abilities, teamwork, leadership, adaptability, resilience, customer orientation, and more.

Behavioral interviewing: During the recruitment process, candidates are asked behavioral interview questions designed to elicit examples of past experiences and behaviors that demonstrate their proficiency in each competency. These questions typically start with phrases like “Tell me about a time when…” or “Give me an example of…”

STAR technique: Recruiters often use the STAR technique (Situation, Task, Action, Result) to structure behavioral interview responses. Candidates are asked to describe the Situation or context, the Task they needed to accomplish, the Actions they took, and the Results or outcomes of their actions.

Assessment centers: In some cases, organizations may use assessment centers or simulated exercises to assess candidates’ behavioral competencies in a controlled environment. These exercises may include role-plays, case studies, group discussions, or presentations.

Evaluation and selection: Recruiters evaluate candidates’ responses and behaviors against predefined competency criteria to determine their fit for the role. Candidates who demonstrate the desired behaviors and competencies are more likely to be considered for the position.

Feedback and development: Providing feedback to candidates on their performance in behavioral interviews can be valuable for their personal and professional development, regardless of whether they are selected for the role. It helps candidates understand their strengths and areas for improvement and prepares them for future interviews.

What are core behavioral competencies?

Communication: The ability to effectively convey information, ideas, and feedback through verbal, written, and nonverbal channels. Strong communication skills involve active listening, clarity, empathy, and the ability to tailor messages to different audiences.

Teamwork and collaboration: The capacity to work cooperatively with others toward shared goals, contribute ideas, and support team members. This competency includes skills such as building rapport, resolving conflicts constructively, and fostering a positive team environment.

Problem-solving: The skill to identify, analyze, and solve problems in a systematic and creative manner. Effective problem solvers can assess complex situations, generate alternative solutions, and make informed decisions based on available information.

Adaptability and flexibility: The ability to adapt to changing circumstances, priorities, and environments with resilience and openness. Adaptable individuals are comfortable with uncertainty, willing to learn new skills, and can adjust their approach as needed to meet evolving challenges.

Initiative and proactivity: The willingness to take initiative, demonstrate drive, and show a proactive approach to tasks and responsibilities. Individuals with this competency are self-motivated, resourceful, and able to identify opportunities for improvement or innovation.

Customer focus: The commitment to understanding and meeting the needs of internal or external customers, clients, or stakeholders. This competency involves empathy, responsiveness, and a dedication to delivering high-quality products or services that add value to the end user.

Leadership: The ability to inspire, influence, and motivate others to achieve common goals. Leadership competencies include qualities such as vision, integrity, decisiveness, and the capacity to empower and develop team members.

Resilience and stress management: The capability to cope with pressure, setbacks, and adversity in a healthy and constructive manner. Resilient individuals can maintain focus, manage emotions effectively, and bounce back from challenges with determination.

Behavioral interviews: how competencies are assessed

A behavioral interview asks candidates what they actually did in past situations, on the principle that past behavior is the best available guide to future behavior. A competency-based interview is the same method organized around a list of competencies: each question targets one, and each answer is scored against it.

The STAR method

Answers are easiest to compare when they have four parts: the Situation, the Task the person was responsible for, the Action they personally took, and the Result. The Action is the part that matters. The first answer to a behavioral question is usually a summary of what the team did, so follow up with “what did you do?”

Behavioral interview questions for frontline roles

• Tell me about a shift that went badly. What did you do? (problem-solving, escalation)
• Tell me about a time you disagreed with a coworker. How did it end? (teamwork)
• Tell me about a time a supervisor corrected you. What changed afterward? (coachability)
• Tell me about a time you had more work than time. What did you leave, and why? (prioritization)

How to run one

Pick two or three competencies the job actually needs, write one or two questions for each, and ask every candidate the same questions in the same order. Score each answer against written anchors as you go, not at the end of the day. Our guides to structured interviews and interview scorecards cover both steps, and interview questions for frontline roles covers which questions to keep.

Frequently asked questions

What is a behavioral interview?

A behavioral interview asks candidates to describe what they actually did in specific past situations, such as a deadline they nearly missed or a conflict with a coworker, instead of what they would do in a hypothetical one. The idea is that past behavior predicts future behavior. Answers are usually structured with the STAR method: situation, task, action and result.

What is the difference between a behavioral interview and a competency-based interview?

In practice, very little. Both ask for real past examples and are usually answered with the STAR method. A competency-based interview is a behavioral interview built around a named list of competencies: every question targets one competency, and every answer is scored against it. Many employers use the two terms interchangeably.

What is an example of a competency-based interview question?

“Tell me about a time you had more work than time on a shift. What did you leave, and why?” It targets prioritization. A strong answer names a specific shift, what the person chose to do first, who they told, and how it turned out. A weak answer stays general (“I always prioritize”) and never gets to what the person did.