Judgement Test Question 57 – Wrong address on confidential letter
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
You are checking the afternoon post when you find a confidential letter addressed differently from the customer's case record. Ravi, who prepared the letter, says the customer gave the new address during a phone call and asks you to send it because the collection is due. The call note does not record an address change and the approved record has not been updated. Ravi becomes defensive and says you are questioning his work. The letter can still be removed from dispatch. You need to protect the customer's information while dealing with the colleague fairly and resolving the discrepancy.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask Ravi to contact the customer again and keep the letter securely on hold until the address is confirmed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Leave the letter in the outgoing tray with a note asking the post team to decide whether it is safe to send.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Remove the letter from dispatch, explain the confidentiality risk calmly and work with Ravi to verify and update the approved address before sending it.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Accept Ravi's verbal assurance and send the letter before the collection leaves.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Ineffective
- Action C: Effective
- Action D: Counterproductive
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