In this article, we will show you how to use the STAR Method to answer competency-based interview questions using a Crew Resource Management example.
The STAR Method is outlined below and will assist you in framing your answer by giving concrete examples to highlight your experience and skills.
Situation - what was the situation you were in at the time
Task - what was the task you had to complete to fix the situation
Action - what actions did you take to complete the task
Result - what were the results of your actions
Give an example of when you demonstrated strong CRM to successfully accomplish a task.
We were ready to load passengers for our flight from DUB to LHR.
During the final check, I noticed an issue with the aircraft door. it wouldn’t move, which meant we wouldn’t be able to close it to depart.
I made the decision to keep the passengers in the terminal until we resolved this issue.
I knew I had to get the door fixed, ensure the passengers’ and my crews’ safety, and try to avoid being delayed. I sat the crew down and we formed a plan.
The cabin crew manager and senior cabin crew went to the terminal to speak to and calm the passengers. The first officer and I spoke to the engineers who came on board to fix the door. I then went into the terminal myself and updated the passengers.
With only a 15-minute delay, we were able to get the engineers to fix the door and then load the passengers. We loaded through 2 air bridges front and back, and we were lucky to not have to wait for a slot. We were able to make up most of the time in the air and the passengers were happy.
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