Hospice of Cleveland Clinic's behavioral interviewing decision matrix manager

Here are sample questions from the matrix

The Hospice of the Cleveland Clinic in Independence, OH, has developed a behavioral interviewing decision matrix that is used when staff interview candidates for hospice positions.

The matrix includes a column for question weight, meaning that a score of one is a question that is preferred, but not necessary; a score of two is a question that is moderately necessary, and a score of three is a question that is essential. Each job candidate is scored according to one for very poor, two for poor, three for fair, four for good, and five for excellent.

There are 14 categories of questions, including conflict resolution/problem solving, leadership/management style, boundaries, coping skills, personality, etc.

Here are some sample questions, reprinted with permission from the Hospice of the Cleveland Clinic:

Work Environment:

1. Describe a work situation that irritated you—how did you respond?

2. Giving you a choice-tell us about the best and worst boss you ever had—what was good about working for him/her or difficult about working for him/her?

3. Tell us what responsibilities you want in a job and why?

4. What kinds of results do you expect to achieve in your next job?

5. What expectations do you have from this job/company that you presently do not have in your job setting?


1. Describe an experience of setting a professional boundary from a past job.

2. Explain the difference between sympathy and empathy using a job-related experience.

3. Scenario: On your caseload you have a patient who is young. His spouse has given up her job to be a caregiver. They have two small children. It is almost Christmas. They have utility bills that need to be paid, and they have used their savings. Comment on how you would help this family.

Coping Skills:

1. Describe a time on a job when you faced a problem or stress that tested your coping skills.

2. Give an example of what you do when your schedule gets interrupted.

3. When you become overwhelmed on the job, how do you deal with the situation?

4. Give us an example from your job experience of how you have dealt with loss or disappointment.

5. Tell us how you maintain your ability to cope; not allowing personal issues to affect job performance.

6. Give us an example of how you have avoided or dealt with burnout.

Conflict Resolution/Problem Solving:

1. How would you manage conflict within your assigned team?

2. Explain problem-solving techniques that you have found successful.

3. Scenario: A team member comes to you seeking consideration to an exception regarding a department policy. Approval needs to be provided by an administrator. Tell us how you would handle this situation.

4. Scenario: Recognizing that relationships exist for you within the team, tell us about the same hurdles you may encounter and how you might manage the same.