Reference: The ultimate guide to job interview answer/by Bob Firestone ISBN: 146520607. In job interview provide the following in sequential order:
STAR
S = situation [eg. billing enquiry]
T = tension [eg. re-enforcing policy]
A = action [eg.troubleshootn]
R = result/resolution [eg.complaints]
SWOT
S = strength
W = weakness
O = opportunity
T = threats
In addition, behavioural Qs, note reaction from/to how ppl are feeling, and how you fit in the team.