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S*T*A*R Statements
In order for your network to assist you, they need to be clear on your experience, how you approach situations, what you have done and what results you have had. The STAR statement is a proven way to organize your thoughts and demonstrate your experience, your approach, skills, and resiliency in the face of obstacles and how you get results.
S = Situation T = Task A = Action R = Result
Describe the situation and Task
What was your role? Were you in a team, leading a team, dealing with a customer? What type of company - paint a picture for the listener or reader. What was the task? Was it a customer relation, marketing, operational, finance, technical, training, or moral problem?
Example: I was selected to further develop accounts with architects, interior designers and builders who designed and built custom baths, pools, and kitchens for high-end homes. Our firm provided custom floorings and specialized tiling. We had secured a new account with revenues of $250K annually. We had failed to deliver the right materials on time for a project. Our CEO asked me to meet with the builder, address the situation and retain the account.
Describe your actions
How did you define the task? What did you do next? What resources did you draw upon? What did you do next? Who was involved beside yourself? How did you get their support? Did it require a group effort? What was your role in bringing the group together? What did you do? (First list everything you did - just bullets - you can refine it later) What obstacles arose? How did you address them? What new aspects of the task came to light?
Example: I developed a chronology of the situation - from getting the bid to delivery of the materials - and discovered that the original order, which was reviewed with the builder, was incorrect. I set up a meeting with the builder and assured him we would do "whatever it takes" to solve the problem. In our initial meeting on the project site, I let the builder vent and gathered information. I then asked him to allow me to address the situation. He calmed down and we identified three different ways to meet the deadline and satisfy the customer. I worked with our purchasing and identified vendors. The best solution was to go to a competitor, pay top dollar and get the materials within five working days. I developed a simple, one page cost/benefit analysis for our CEO and made my recommendation. He gave me the go ahead.
In my second meeting with the vendor, I used the original order to clarify the materials we were going to need. The builder recognized that he had not checked the original order and showed appreciation for my professionalism. He indicated that he could see himself working with me again, if we solved this problem. Not only had I discovered that could we get him the materials in five days, but I also found flooring that had just been introduced and was an even better solution for this project.
Describe the results
What were the results? Often there are both quantitative results and qualitative results, and learning on your part - list all.
Example: "The builder client indicated that we had exceeded his expectations. He sent a box of donuts and a note to our CEO lauding my performance. Two weeks later, he called and indicated he had a smaller job that he wanted to work on with me. Over the next six months, I generated an additional $100K with this builder. We retained a client with revenues to our firm of $250K annually.
What traits, skills or experience did you demonstrate or apply?
It is important to identify your skills and traits. After you write down five to ten accomplishments you may begin to see a pattern of skills and traits emerge. These are the core skills and traits you probably use, no matter what the situation. They will help you to identify other positions and types of work in which you would do well.
When you verbally share these accomplishments in a meeting with a contact or in an interview, add: "What I found most satisfying was rapidly understanding the whole situation, developing trust with the builder and generating several solutions to the problem. I produced a creative solution that led to more business."
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