Can you provide an example of a problem you encountered at work and how you solved it?

Sample answer to the question

One problem I encountered at work was when our office ran out of legal case management software licenses. This was a major issue because it meant that our team couldn't access important case files and documents. To solve this problem, I immediately reached out to our IT department to inform them of the issue. I then researched alternative software options and presented them to my supervisor. We decided to upgrade to a more advanced case management software that not only resolved the license shortage but also improved overall efficiency in managing legal cases. I worked closely with the IT team to ensure a smooth transition to the new software, including migrating all existing data and training our team on how to use the new system. This solution not only resolved the immediate problem but also had a long-term positive impact on our daily operations.

A more solid answer

One problem I encountered at work was a case with an approaching deadline that required extensive research and preparation. The client had provided incomplete information, making it challenging to gather all the necessary documents and evidence. To solve this problem, I immediately reached out to the client to request the missing information while also informing my supervisor about the situation. In the meantime, I utilized my critical thinking skills to find alternative sources for the missing information, such as contacting relevant government agencies and conducting online research. I managed my time efficiently by creating a detailed timeline and prioritizing tasks based on their urgency. Once I received the missing information, I worked diligently to complete the research and preparation within the deadline. The end result was a well-prepared case that met the client's expectations and helped our team achieve a successful outcome in court. This experience highlighted my ability to think critically, manage time effectively, and maintain professionalism and confidentiality throughout the process.

Why this is a more solid answer:

The solid answer provides a more detailed example of a problem encountered at work and the steps taken to solve it. It demonstrates how the candidate applied critical thinking and problem-solving skills, time management abilities, professionalism and confidentiality, and customer service orientation. However, it could be improved by including specific details about administrative and clerical skills utilized during the process.

An exceptional answer

During a complex litigation case, I encountered a problem with a large volume of electronically stored evidence that needed to be reviewed and organized. The existing software we were using was not efficient enough to handle the massive amount of data, resulting in significant delays and increased workload. Recognizing the impact this problem could have on the case timeline, I took the initiative to research and evaluate advanced e-discovery software solutions. After thorough analysis, I presented a detailed report to my supervisor, highlighting the benefits of adopting a new software platform specifically designed for managing complex litigation cases. With management's approval, I led the implementation process, coordinating with the IT department to ensure a smooth transition. I also provided training sessions for our team to ensure everyone was proficient in using the new software. As a result, we improved efficiency by reducing review time, minimizing errors, and increasing collaboration among team members. This experience showcased my ability to think critically, proactively solve complex problems, manage projects, and leverage technology to enhance workflow and overall productivity.

Why this is an exceptional answer:

The exceptional answer provides an in-depth example of a complex problem encountered at work and the candidate's exceptional problem-solving skills. It demonstrates their critical thinking abilities, time management, professionalism, customer service orientation, and administrative and clerical skills. The answer also showcases the candidate's ability to leverage technology and their project management skills. By addressing a problem that aligns with the responsibilities and skills mentioned in the job description, it proves the candidate's suitability for the position.

How to prepare for this question

Reflect on past work experiences and identify specific problems you encountered and successfully resolved.
Highlight your critical thinking and problem-solving abilities by describing the steps you took to analyze the problem, gather information, and find a solution.
Share examples that demonstrate your time management skills, such as prioritizing tasks, creating timelines, and effectively managing deadlines.
Emphasize your professionalism and confidentiality by discussing how you handled sensitive information and maintained professional relationships throughout the problem-solving process.
Discuss any experience you have providing exceptional customer service, such as effectively communicating with clients or colleagues to understand their needs and ensure their satisfaction.
Mention instances where you utilized your administrative and clerical skills, such as organizing documents, maintaining files, or conducting research.
Research and familiarize yourself with legal case management software and e-discovery tools, as they are relevant to the job.
Be prepared to discuss the impact of your problem-solving skills and the positive outcomes achieved as a result of your solutions.

What interviewers are evaluating

Critical thinking and problem-solving
Time management
Professionalism and confidentiality
Customer service orientation
Administrative and clerical skills