Why they ask it
Workplaces change all the time: new systems, new rules, new teams. The interviewer wants to know you'll adapt, not resist.
The UK Civil Service lists changing and improving as a behaviour. At entry level, it includes learning new procedures and helping colleagues do the same.
It also includes raising any issues a change causes, in a suitable way.
How to answer: learn, raise, help
Use the STAR method, as England's National Careers Service sets it out. STAR stands for Situation, Task, Action and Result:
- Situation: where you were and what was going on, in a line or two.
- Task: what you had to do, or the problem to solve.
- Action: what you did, step by step. This is most of the answer, so say "I", not "we".
- Result: what changed, with a number if you can, and what you learned.
Aim for about 90 seconds out loud. Keep it short and to the point, and be ready for follow-up questions about it.
In your actions, show:
- how you learned the new way, and how fast
- what you did when something didn't work
- how you raised concerns: calmly, with facts, to the right person
- how you helped others get used to it
The Civil Service describes being adaptable as staying effective when things change, and being flexible.
CareerOneStop's practice questions include a related one, about an unexpected problem. The advice is to show how you adjusted and found a good way to respond.
Stories that work
- A new computer system or app.
- A change of manager, team or shifts.
- A new rule or process.
- A move to a new place, school or country.
- A plan that changed at the last minute.
Common mistakes
- Complaining about the change.
- Saying you went along with everything without a word. Raising a problem well is good.
- A story where you only coped. Show what you did.
- No result.
Make it fit the job ad
Ads that mention "a changing environment", "new systems" or "growth" are hinting at this. Pick a change like the one the job will bring.
Your research may show a big change at the employer. Our guide on researching the employer explains where to look.
A full answer, as a made-up example
Here is a made-up answer about a new booking system. It shows learning, a problem raised well, and help for others.
Made-up example
Nadia, a medical receptionist applying for a practice coordinator job
Question
Situation
Task
Action
- I did the online training in the first week, and made notes on the 5 tasks we use most.
- I turned those notes into a one-page cheat sheet for the front desk.
- When one setting caused double bookings, I took 3 examples to the practice manager.
- I sat with 2 colleagues for their first shifts on the new system.
Result
Nadia learns fast, raises a problem with facts, and helps others. The result has numbers.
Questions
What if I didn't like the change?
You can say so honestly. Show how you raised it well and still made it work.
Can I use a change in my personal life?
Yes, such as moving country or starting university, if it shows how you adapt. Keep private details out.
How is this different from a pressure question?
Change is about adapting to a new way. Pressure is about doing good work when time is short. Some stories fit both.
Sources
Written by Seal the Offer from these pages, last checked on . Rules change, so check the employer's own page and the job ad before you apply.