The people that work best as employees in veterinary hospitals are ones with high emotional intelligence. Here are some screening questions that can help you identify some of the personality types that may be applying to your hospital.

 

Interview Questions

 

Mission: Does the candidate see her work inside the bigger picture?

 

QUESTION: “Take a moment and write down what you believe the owner of this practice wants most for his/her business to achieve? Don’t try to tell us what you think we want to hear. Imagine yourself as a veterinary practice owner, and tell you what you think.”

Purpose: This question helps to determine if the candidate can see past the process to the purpose.

QUESTION: “How do you think your role as a support team member contributes to the overall mission of a veterinary clinic?”

Purpose: This question helps determine if the candidate understands how their work impacts the clinic’s goals, such as providing excellent animal care, enhancing client satisfaction, and supporting the veterinary team.

QUESTION: “Can you share an example from your past experience where a customer looked left out by the service process and what you did to improve matters?

Purpose: This asks the candidate to reflect on a moment when they thought beyond the immediate task and focused on the overall impact, demonstrating initiative and care.

QUESTION: “How do you prioritize the needs of both the animals and their owners while maintaining efficiency in your daily tasks?”

Purpose: This question challenges the candidate to think about balancing efficiency (the process) with compassion (the purpose), revealing how they connect their daily work to the clinic’s larger goals.

Analyzing Interview Questions for Evidence of Emotional Intelligence

 

Emotional intelligence is arguably a critically important asset of a successful veterinary employee. Learn to hear candidate responses in light of emotional intelligence to see whether or not they possess it. There are emotional intelligent online surveys, both free and paid, that test for emotional intelligence, but if you choose to use them, ensure they are administered to all candidates and that the data is managed fairly.

 

  1. Look for Reflection and Growth: Candidates with high emotional intelligence often reflect on past experiences, acknowledge areas for improvement, and demonstrate how they’ve grown or adapted in response to challenges.
  2. Assess Empathy and Understanding: Empathetic candidates will often express understanding of others’ feelings, showing an ability to step into another person’s shoes and respond with sensitivity.
  3. Evaluate Problem-Solving Approach: Emotionally intelligent candidates are not only aware of emotions but can manage them to solve problems effectively. They remain calm under pressure and approach challenges with composure and thoughtfulness.
  4. Gauge Openness to Feedback: Candidates who welcome constructive criticism and use it as an opportunity to improve demonstrate strong self-awareness and emotional regulation.
  5. Examine Interpersonal Skills: Socially adept candidates will describe positive, proactive ways of building relationships, managing conflicts, and influencing others, showing they prioritize healthy interactions.

 

By analyzing the depth, thoughtfulness, and emotional control in candidates’ responses, you can gauge their emotional intelligence and determine how well they will navigate interpersonal relationships and challenges in the workplace.

Compassion

QUESTION: “Describe a time when you noticed a colleague or customer was upset. What actions did you take to support them?”

Purpose: Gauges candidate’s observational skills and responsiveness to the emotional needs of others.

QUESTION: “Can you give an example of how you’ve advocated for someone in a challenging situation?”

Purpose: To evaluate their ability to stand up for others and demonstrate compassion in advocacy.

QUESTION: “How do you ensure that your customers or colleagues feel heard and understood?”

Purpose: To gauge their communication skills and techniques for showing empathy.

QUESTION: “Can you give an example of a time when you helped create a positive environment for others?”

Purpose: This evaluates their ability to foster compassion and support within a team or community.

Problem solving

QUESTION: “Imagine a customer is unhappy with a product they purchased, and they are expressing their dissatisfaction publicly. How would you handle this situation?”

Purpose: To assess their conflict resolution and communication skills in a customer service context.

QUESTION: “If you were tasked with improving a process that is currently inefficient, what steps would you take?”

Purpose: To evaluate their analytical thinking and process improvement approach.

QUESTION:“You have a tight deadline for a project, but one of your team members is not meeting their responsibilities. What do you do?”

Purpose: To assess their ability to manage challenges in a team environment and find solutions under pressure.

Emotional Intelligence

 

Assessing emotional intelligence (EI) in a candidate is crucial, as it affects how they handle stress, interact with colleagues, manage conflicts, and engage with clients. Emotional intelligence consists of several components, including self-awareness, self-regulation, empathy, social skills, and motivation. Asking the right questions can help gauge a candidate’s emotional intelligence and provide insight into how they manage emotions, build relationships, and resolve challenges.

 

QUESTION: “Can you describe a time when you faced a stressful situation at work? How did you handle it?”

  • What to Look For: This question assesses self-regulation and self-awareness—how the candidate manages their emotions in stressful situations.
  • Positive Responses: The candidate should acknowledge the stress but demonstrate that they remained calm, identified solutions, and managed their emotions constructively. Look for examples of problem-solving and self-management (e.g., taking a step back, seeking help, using coping mechanisms like prioritizing tasks).
  • Red Flags: Responses that focus on blaming others, overreacting, or showing an inability to handle stress effectively may indicate a lower level of self-regulation. Also, if the candidate struggles to describe how they coped with stress, they may lack emotional awareness.

QUESTION: “Tell me about a time when you made a mistake at work. How did you handle it?”

  • What to Look For: This tests self-awareness, accountability, and self-regulation—how the candidate responds to their own errors.
  • Positive Responses: The candidate should openly admit the mistake, explain what they learned from it, and describe how they rectified the situation. Look for someone who takes responsibility rather than shifting blame and who views mistakes as learning opportunities.
  • Red Flags: Avoid candidates who deflect blame, refuse to admit to past mistakes, or cannot identify any learning experience from their error. Lack of accountability may signal low emotional intelligence.

QUESTION: “Can you give me an example of a time when you had to work with someone difficult? How did you handle the relationship?”

  • What to Look For: This question assesses empathy and social skills—how the candidate manages interpersonal relationships, particularly with challenging colleagues.
  • Positive Responses: The candidate should show an ability to understand the other person’s perspective, stay calm, and try to find common ground. Effective conflict resolution strategies like active listening, clear communication, and emotional control are signs of high emotional intelligence.
  • Red Flags: A candidate who focuses on how difficult the person was without reflecting on their own actions or the outcome may lack empathy and self-awareness. Watch out for responses that suggest an inability to resolve conflicts or maintain professionalism.

QUESTION: “How do you handle constructive criticism? Can you give me an example of a time when you received feedback?”

  • What to Look For: This assesses self-awareness and self-regulation—the ability to accept feedback without becoming defensive and using it to improve.
  • Positive Responses: A good response will involve the candidate receiving feedback, reflecting on it, and making improvements based on what they learned. Look for someone who appreciates feedback as a tool for growth and development.
  • Red Flags: Defensiveness, inability to recall a time they received feedback, or dismissive comments about feedback might indicate a lack of self-awareness and emotional control.

QUESTION: “Can you describe a time when you had to manage a team or influence others without direct authority?”

  • What to Look For: This question tests social skills and leadership—how the candidate uses emotional intelligence to motivate or guide others in a collaborative environment.
  • Positive Responses: Look for examples where the candidate built relationships, communicated clearly, understood the needs of others, and influenced or led through persuasion and trust rather than authority. The ability to inspire and motivate others, especially without formal power, indicates strong emotional intelligence.
  • Red Flags: If the candidate struggles to influence others or relies heavily on authority rather than fostering collaboration and trust, it could indicate weaker social and leadership skills.

QUESTION: “Can you describe a time when you had to change your approach to working with someone or adapt to a new situation?”

  • What to Look For: This evaluates flexibility, self-awareness, and empathy—the ability to recognize the need for change and adapt behavior accordingly.
  • Positive Responses: The candidate should describe a specific instance where they recognized the need to change their approach, either due to someone else’s behavior, feedback, or a new challenge. Look for someone who can reflect on their own behavior, understands the impact of different approaches, and shows adaptability.
  • Red Flags: If the candidate demonstrates rigidity, a lack of awareness, or a reluctance to change their approach when needed, they may lack emotional intelligence and adaptability.

QUESTION: “How do you build rapport with new colleagues or clients?”

  • What to Look For: This question assesses social skills—the ability to establish positive relationships with others.
  • Positive Responses: The candidate should discuss active listening, asking questions, showing genuine interest, and finding common ground. Building rapport is a key social skill and requires emotional intelligence to understand others’ needs and feelings.
  • Red Flags: A lack of clear strategies for building rapport or responses that seem transactional or surface-level (rather than focusing on genuine connection) could indicate weaker social intelligence.

QUESTION: “Can you share an example of when you helped resolve a conflict within a team?”

  • What to Look For: This tests empathy, social skills, and conflict resolution—how the candidate navigates interpersonal issues.
  • Positive Responses: The candidate should describe understanding both sides of the conflict, mediating between the parties, and finding a solution that benefits everyone. Look for someone who demonstrates patience, listening skills, and a willingness to seek a resolution rather than escalate tension.
  • Red Flags: An inability to resolve conflicts or a focus on blaming others may indicate lower emotional intelligence.

QUESTION: “What motivates you to do your best work, even in challenging situations?”

  • What to Look For: This assesses intrinsic motivation—a key aspect of emotional intelligence that drives self-improvement and resilience.
  • Positive Responses: Look for someone motivated by personal growth, learning, contributing to a team, or achieving meaningful results. Intrinsic motivators indicate emotional resilience and a strong internal drive.
  • Red Flags: Responses that focus purely on external rewards (e.g., money or recognition) may indicate a lack of intrinsic motivation and emotional depth.

QUESTION: “How do you balance your own emotions when making important decisions?”

  • What to Look For: This question evaluates emotional self-regulation and decision-making skills.
  • Positive Responses: A good answer will show that the candidate can stay objective, manage their emotions, and think logically even under pressure. They may describe strategies such as taking time to reflect, seeking advice, or focusing on facts rather than emotions.
  • Red Flags: If a candidate admits to making impulsive decisions or being heavily influenced by stress or emotions, it could indicate poor emotional regulation.

What Can Veterinary Hospitals Learn From Starbucks?

 

 

Ever wonder how Starbucks does it?

 

Starbucks is renowned for its strong corporate culture and its ability to consistently hire and retain top talent, especially in customer service roles. The success of Starbucks’ hiring practices can be attributed to several key ingredients, all of which can come with a double shot 🙂

 

  1. Cultural Fit and Values Alignment

 

  • Emphasis on Company Values: Starbucks places a high priority on hiring people who align with its core values, such as inclusivity, diversity, and a focus on community. The company seeks individuals who embody the spirit of its mission: “To inspire and nurture the human spirit—one person, one cup, and one neighborhood at a time.”
  • Passion for People: Starbucks hires individuals who are passionate about customer service, teamwork, and building a welcoming atmosphere. The company looks for “people persons” who are genuinely interested in making connections with others.

 

  1. Focus on Soft Skills

 

  • Communication and Interpersonal Skills: Starbucks is built on relationships—both with customers and within teams. Hiring managers emphasize soft skills such as communication, empathy, and the ability to work collaboratively.
  • Adaptability and Flexibility: The fast-paced environment at Starbucks requires employees who can think on their feet, adapt to changing situations, and multitask efficiently while maintaining a high level of service.

 

  1. Thorough Interview Process

 

  • Behavioral Interviewing: Starbucks uses behavioral interview questions to assess how candidates handle different situations. They focus on past experiences to understand how applicants manage challenges, interact with customers, and collaborate with teammates. Questions often explore scenarios involving difficult customers, time management, and teamwork.
  • Group Interviews: Many Starbucks locations use group interviews to assess how candidates interact with one another. This helps the company evaluate an applicant’s teamwork skills and ability to contribute positively to a team environment.

 

  1. Inclusive and Diverse Hiring Practices

 

  • Diversity and Inclusion: Starbucks is committed to creating a diverse workforce and actively seeks to hire people from a wide range of backgrounds. The company focuses on building an inclusive environment where everyone feels welcome, both employees and customers.
  • Equal Opportunity Employer: Starbucks emphasizes equal opportunity in its hiring process, which helps attract a broad talent pool and strengthens its commitment to social responsibility.

 

  1. Employee Benefits and Growth Opportunities

 

  • Employee-Centric Approach: Starbucks offers competitive benefits for both full-time and part-time employees (referred to as “partners”). These include healthcare, stock options, tuition reimbursement, and other perks. The benefits help attract talent and build loyalty.
  • Clear Path for Advancement: Starbucks is known for promoting from within. The company offers extensive training programs and career development opportunities, which attracts candidates who are looking for long-term career growth.

 

  1. Creating a Positive Work Environment

 

  • Fostering a Sense of Belonging: Starbucks is highly intentional about creating a supportive work environment. Employees are encouraged to bring their authentic selves to work, which fosters high morale and strong team dynamics.
  • Emphasizing Respect: Starbucks believes in respecting its employees and their individual contributions. A respectful, inclusive atmosphere leads to happier employees, which translates to better customer service.

 

The success of Starbucks’ hiring process lies in its focus on finding individuals who align with the company’s values, possess strong interpersonal skills, and can thrive in a team-oriented, fast-paced environment. The company’s commitment to diversity, employee development, and creating a positive work culture further strengthens its hiring strategy. These factors help Starbucks consistently hire talent that not only excels in their roles but also contributes to the overall mission of the company.

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