Situational Questions

Provide a written response for the two situational questions below keeping in mind the competencies they are assessing.

Written Communication: The ability to express oneself clearly, concisely and openly, in writing, to effectively exchange information and ideas with others, and to demonstrate understanding, respect and appreciation of others’ perspectives

Question 1

You work for an organization as a receptionist. You are responsible for responding to client inquiries over the phone, and by e-mail. You have just returned from vacation. Upon your return, you realize your replacement was unexpectedly out of the office for 2 days. You have a backlog of phone messages and e-mail inquiries. Many of these requests are confidential in nature. Our policy is to respond to these inquiries within 48 hours. One urgent phone inquiry requires input from the finance team.

How will you plan and organize your work?

Who will you consult with to complete your tasks?

How will you maintain confidentiality?

What recommendations would you bring forward to ensure that this situation does not happen again?

Assessing competencies:
Thinking Skills
The ability to actively and skillfully analyze problems and issues, organize information, identify key factors, identify underlying causes and generate practical solutions.
And
Dependability
The capacity to consistently fulfill commitments in a timely and accurate manner and to adhere to expected norms, values and goals.

Question 2

You work for an organization as a receptionist. You are responsible for ordering all business supplies. Your supervisor ordered a printer in order to fulfil an order for printing 1000 new pamphlets. Upon ordering the printer, the company assured you it would arrive within 2 weeks. It has been 3 weeks and you are now 2 days shy of the deadline for those pamphlets. You have advised your supervisor, and have followed up with the company.

What steps would you take to ensure the printer is delivered?

What options will you provide to your supervisor if the printer cannot be delivered on time?

Competency Assessing
Client Focus
An underlying concern for helping internal and /or external clients and for being responsive to their concerns

Specific requirements: Organizational Behavior for Office Situations – Psychology
Each answer needs to take the information given for each situation into consideration while addressing the required competencies.

Detailed explanations needed