How to Build Trust Through Behavioral Interviews

Building trust in a behavioral interview setting is crucial, as it lays the foundation for an open and authentic conversation between the interviewer and the candidate. Trust encourages candidates to provide more accurate and genuine responses, while also helping interviewers assess how well a candidate will fit into the company culture. Here’s how to build that trust during the interview process.

1. Create a Welcoming Environment

The first step in building trust is to establish a comfortable environment. The interview process can be nerve-wracking for candidates, and setting a tone of openness and approachability can make all the difference. Start by greeting the candidate warmly and engaging in a brief conversation before jumping into the interview questions. This helps to break the ice and shows that you are not just evaluating the candidate but are genuinely interested in getting to know them.

• Set the tone: Let the candidate know that the goal of the interview is to have a two-way conversation where both sides can learn from each other.

• Be mindful of body language: Non-verbal cues are essential in communicating openness and attentiveness. Maintain eye contact, smile, and nod when appropriate to show that you’re listening actively.

2. Be Transparent About the Process

Being upfront about the interview structure and what you are looking for in the responses helps to reduce anxiety and establish a clear understanding of expectations. Let the candidate know the format of the interview, particularly if you are using behavioral interview questions.

• Clarify the purpose: Let the candidate know you’re interested in hearing about specific examples from their past experiences. This shows you value their history and behavior over theoretical answers.

• Set expectations: Explain that you’ll be asking about past situations to understand how they’ve handled challenges or demonstrated key competencies.

3. Ask Clear and Relevant Behavioral Questions

Behavioral questions are designed to uncover past behavior in specific situations, which can predict future actions. The STAR method (Situation, Task, Action, Result) is a common framework for candidates to structure their responses.

When you ask a behavioral question, ensure that it is clearly framed, relevant to the role, and focused on key competencies. For example, instead of asking, “Tell me about a time you worked with a team,” ask, “Tell me about a time when you had to resolve a conflict within a team and how you handled it.” This specific question helps the candidate provide a concrete example and allows you to assess their conflict resolution skills, a critical part of their potential role.

• Avoid leading questions: To build trust, it’s important that candidates don’t feel like they are being “tricked” into answering in a particular way. Keep your questions neutral to allow them to answer freely.

• Tailor questions: Adapt your questions to align with the role and the competencies you are assessing. This demonstrates to the candidate that you’ve taken the time to understand their background.

4. Listen Actively and Ask Follow-Up Questions

Once the candidate begins responding, it’s essential to actively listen and pay attention to the details in their answers. Active listening builds trust because it shows that you value their input and are engaged in the conversation.

• Ask for clarification: If a response feels vague or incomplete, ask follow-up questions to dive deeper into the candidate’s experience. For example, “Can you tell me more about the actions you took during this situation?” or “What was the outcome of that decision?”

• Reflect back what you hear: This not only confirms your understanding but also encourages the candidate to elaborate. For example, “It sounds like you were responsible for leading the project, is that correct?” This type of questioning shows that you’re genuinely interested in understanding their experience.

5. Provide Feedback and Positive Reinforcement

During the interview, offer occasional positive feedback to show appreciation for the candidate’s honesty and thoroughness. Acknowledging the effort a candidate puts into their responses can create a more trusting atmosphere. For example, phrases like “That’s a great example” or “I appreciate the detail you’ve provided” can make a candidate feel more comfortable and open.

• Use positive reinforcement sparingly: Too much can seem disingenuous, but a balanced amount helps the candidate feel seen and heard.

• Keep your tone warm and encouraging: This helps alleviate any potential tension and builds rapport, which fosters trust.

6. Be Honest and Transparent in Your Responses

Trust-building isn’t just about how you interact with the candidate but also how you present yourself. Be honest and transparent about the company, the role, and what you’re looking for in a candidate. If there are aspects of the job that are challenging, it’s better to address them openly rather than glossing over them.

• Share company culture: Let the candidate know what the company’s values are and what type of work environment they can expect. Sharing both positive and challenging aspects of the company helps the candidate determine if they’re a good fit.

• Clarify timelines and next steps: Be upfront about the interview process and when they can expect to hear back. This reduces uncertainty and builds trust in the process.

7. Be Empathetic to Candidate Concerns

Candidates often have questions or concerns about the role, the company, or the process. Responding empathetically to these inquiries not only builds trust but also helps to strengthen the relationship. Candidates will feel more confident when they perceive you as someone who understands their needs.

• Acknowledge their concerns: If a candidate asks about aspects of the role that may be challenging, such as work-life balance or the potential for advancement, acknowledge these concerns honestly. Let them know how the company addresses these challenges.

• Provide assurance: If the candidate expresses any uncertainty, offer reassurance by explaining how the company supports its employees in overcoming challenges.

8. Keep the Conversation Two-Way

Trust is mutual. While you’re evaluating the candidate, it’s important to allow them to evaluate you and the company as well. Encourage candidates to ask questions throughout the interview, not just at the end. This ensures that the conversation remains interactive and shows that you value the candidate’s input.

• Encourage questions: After each section or major topic, pause and ask if the candidate has any questions. This shows that you’re open to dialogue and feedback.

• Answer candidly: When the candidate asks questions, respond thoughtfully and with honesty. Even if you don’t have all the answers, admitting that is better than giving a vague or insincere response.

9. Be Respectful of the Candidate’s Time

Respect for a candidate’s time is an often-overlooked aspect of trust-building. If you say the interview will last 45 minutes, stick to that time frame (or provide notice if it’s running longer). Starting and ending on time demonstrates professionalism and respect, both of which contribute to a trusting atmosphere.

• Be punctual: Arrive on time and begin the interview promptly.

• Give adequate time for answers: Allow the candidate time to think and respond without rushing them.

10. Follow Up Respectfully

After the interview, follow up with the candidate in a timely manner, even if they are not selected. Communicating decisions respectfully and professionally continues to build trust in the process and shows that you value the candidate’s time and effort.

• Send a timely thank you: A simple thank you email acknowledging their time and participation in the interview process can leave a lasting positive impression.

• Provide constructive feedback: If appropriate, offering feedback can help the candidate learn and grow from the interview experience, even if they don’t get the job.

Conclusion

Building trust in a behavioral interview requires thoughtful preparation, active listening, and honest communication. By creating a welcoming environment, asking clear questions, and engaging in genuine dialogue, you allow candidates to showcase their true abilities and experiences. Trust also works both ways, and when candidates feel they can trust you, they are more likely to give authentic responses, helping you make more informed decisions.