How to answer "Describe your problem-solving process" in a job interview

Your job interview is going well. You feel confident. Your interviewer is laughing at your joke.

Then they ask, "Can you describe your problem-solving process?"

Uh oh! Your mind goes blank. You've solved problems before. You must have! Was there a process? Is this a trick question?

Your interviewer is trying to establish if the way you approach problems is suitable for the role and company.

What are they looking for?

• Critical thinking — Have you analyzed the problem and considered multiple solutions?

• Adaptability — Can you be flexible?

• Self-awareness — Do you know when to ask for help?

Take a deep breath! It's okay to pause while you think about what to say.

Your answer should:

• Highlight your skills

• Relate to the role you're interviewing for

• Include an example of a problem you've solved previously

What if I can't think of an example?!

Think broadly. Your problem could be simple or complex.

• Have you met a tight deadline?

• Have you dealt with difficult customers?

• Have you helped a co-worker or classmate?

Break down the steps you took to solve the problem.

Dylan is applying for a junior marketing assistant role.

Dylan, what is your problem solving process?

"I'll tackle problems by first gathering information to understand the full context, then analyzing data for insights. I try to be flexible in my approach depending on the situation. In some instances where data is key, I use evidence. In other situations, it is a matter of proper communication.

For instance, during my internship, we noticed declining newsletter open rates. I analyzed our metrics and found Monday emails performed worse than those sent later in the week. I suggested testing a new schedule, which increased our open rate by 20%. It taught me that good data gathering and small strategic changes can make a big difference."

Dylan has:

• Demonstrated adaptability through his flexible approach

• Shown self-awareness by knowing when to ask for help

• Used an example relevant to the job he's applying for

• Revealed critical thinking by reflecting on his approach

Dylan avoided:

• Being unclear in his approach

• Showing only one way to approach a problem

• Using an example that didn't demonstrate relevant skills

Julie is applying for an IT helpdesk position.

She gives a weak answer:

"When I encounter a problem, I try to solve it quickly. I usually go with what's worked before. Like at my campus cafe job, when the espresso machine acted up, I'd just restart it since that usually fixed it.

Customers got their coffee, and I could move on. I think efficiency is important since there's always more tasks waiting. If my first solution doesn't work, I typically find someone with more experience to handle it. But I'm confident I can apply this approach to IT support too."

Which of the following reasons best explain why this response is weak?

Choose all that apply:

A. It doesn’t demonstrate critical thinking or adaptability, since it relies on repeating the same solution.

B. It’s wrong to mention a past job outside of IT, even if it shows transferable skills.

C. It fails to show self-awareness by not reflecting on how the approach could be improved or better suited to an IT support role.

D. It focuses on customer service, which isn't important in technical support roles.

Here are some things you can do right now!