Work Strengths Test Question 73 – Explaining a late change to customer guidance
Read the scenario, then choose the one action you would be most likely to take and the one action you would be least likely to take.
On this page
Scenario
Guidance changes during a busy public enquiry period. The new rule affects one common question, but several colleagues are still using the old telephone script. The full policy note is six pages long and includes changes that do not affect your team. Customers are already receiving different answers.
Choose the actions
Select one Most likely action and one Least likely action. Do not rank the two remaining actions.
Action A
Continue using the old script until the team receives formal training on the revised policy.
Your selection:
Most likelyLeast likely
Action B
Send the full policy note to everyone and ask them to read it before answering further enquiries.
Your selection:
Most likelyLeast likely
Action C
Explain the relevant change in a short team message, provide replacement wording and ask colleagues to flag any cases that do not fit the new guidance.
Your selection:
Most likelyLeast likely
Action D
Use the new rule in your own calls and mention it informally to colleagues who sit near you.
Your selection:
Most likelyLeast likely
Click to reveal the answer
- Most likely: Action C
- Least likely: Action A
Members can unlock the full explanation for all four actions below, including why the strongest and weakest choices fit and how the two middle options compare.
Join our careers service to read more...
If everyone knew the best tricks and tips then they would no longer work! That is why the best guidance is for members only.
Subscribe to open the locked section on this page and get access to the full Civil Service Careers premium library.
Get help with applications, interviews, behaviours, personal statements, CVs, tests, workplace problems, promotions, and career decisions, all written for people who want a better result.
Already subscribed? Log in