Work Strengths Test Question 43 – Making a complex letter accessible
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
A customer calls about a long formal letter from your organisation. They say they have a hearing impairment and find phone conversations tiring, and the letter contains several technical terms they do not understand. They want to know what they must do next. You can provide information in another format and can explain the required action, but you cannot change the formal decision.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Suggest that the customer asks a relative to read the letter and explain it to them.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Offer to send a short accessible summary of the required action and the deadline in the customer's preferred format.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Read the relevant part of the letter word for word and speak loudly so the customer can hear it.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Ask the customer how they prefer to receive information, explain the required action in plain language and check that the next step is clear.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Effective
- Action C: Ineffective
- Action D: Effective
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