Work Strengths Test Question 23 – Explaining a process to a confused caller
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
A caller is trying to complete a straightforward online request but says the instructions do not make sense. You have already read the standard wording to them once. They sound embarrassed and keep apologising for taking your time. You can see that the caller is stuck on the first two steps, although the rest of the process should be manageable once those are clear.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Repeat the standard wording more slowly and emphasise the key words.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Send the caller a short written list of the first two steps and point out where they should begin.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Explain the first two steps in plain language, use an example and ask the caller to describe what they will do next.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
End the call and advise the caller to ask a friend or relative to complete the request with them.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Fairly Effective
- Action C: Effective
- Action D: Counterproductive
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