Judgement Test Question 96 – Covering an unfamiliar reception task
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
A colleague is unexpectedly absent and the team needs someone to cover the public reception desk for one hour. You completed basic reception training last month and can deal with routine enquiries using the guidance. You have not handled complex cases alone, although an experienced colleague is working nearby and can be contacted for support. Without cover, the queue will grow and other staff will need to leave their own urgent work. You need to help the team maintain the service while staying within your level of knowledge and making sure customers receive accurate information.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Agree with an experienced colleague that you will handle routine enquiries while they remain available for complex matters.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Offer to cover, use the guidance and refer any complex enquiry to an experienced colleague.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Refuse because reception is not part of your normal daily duties.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Cover reception and give your best guess whenever you do not know an answer.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Effective
- Action C: Ineffective
- Action D: Counterproductive
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