Judgement Test Question 22 – Caller with a hearing difficulty
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
You answer a call from an applicant who needs to know which documents must be sent with their form. Early in the conversation, the caller explains that they have difficulty hearing parts of telephone calls and have already missed some of what you said. They can continue the call, but they need the information in a form they can use confidently after it ends. Your service can provide written guidance by email or post and can adjust how information is explained during the call. You need to help the caller understand the requirements while respecting their independence and preferred communication method.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Offer to send the standard guidance by email without asking whether email is suitable.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Slow your pace, use clear language, check understanding and offer an accessible written follow-up in the caller’s preferred format.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Speak much louder and repeat the same explanation from the beginning.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
End the call and tell the caller to ask a friend or relative to contact the service for them.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Effective
- Action C: Ineffective
- Action D: Counterproductive
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