Situational Judgement Full Exam

1. You work at a deli located near a big university. Your manager has posted a sign that says "Every Wednesday: 50% Discount for Students with Valid ID Card." One afternoon a customer comes in and orders a sandwich. When you are ringing up the order, she asks for a student discount. You ask to see her ID. She says she never shows her ID card when she buys a sandwich. How should you handle the situation? Choose the BEST and WORST response.

Ask a co-worker to ring up the customer.

Calmly explain the policy and pint out the sign.

Tell the customer not to come back to the deli again.

Give the customer a coupon for a free sandwich.

The best response is to calmly explain the policy and point out the sign because it allows the customer to understand the requirements for the discount and provides them with an opportunity to comply. This response maintains good customer service and ensures that the deli's policy is upheld. On the other hand, telling the customer not to come back to the deli again is the worst response as it is rude and unprofessional. It does not address the issue at hand and may result in the loss of a potential customer.

Explanation

The best response is to calmly explain the policy and point out the sign because it allows the customer to understand the requirements for the discount and provides them with an opportunity to comply. This response maintains good customer service and ensures that the deli's policy is upheld. On the other hand, telling the customer not to come back to the deli again is the worst response as it is rude and unprofessional. It does not address the issue at hand and may result in the loss of a potential customer.

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2. You are a scheduling assistant at a doctor's office. Part of your job is to call each patient two days before an appointment to confirm it. When you make these calls, you also explain that patients will be charged a $25 rescheduling fee if they fail to give notice 24 hours before canceling an appointment. Today a patient calls and says she is frustrated because there is a $25 rescheduling fee on her bill even though she rescheduled two days before her appointment. How should you handle the situation? Choose the BEST and WORST response.

Apologize for error and tell the patient that you will correct the charges her bill.

Inform the patient that there is nothing you can do and hang up the phone.

Complain to your co-workers about the call log and rescheduling fee procedures.

Tell the patient you will charge her less the next time she needs to reschedule.

The best response is to apologize for the error and assure the patient that the charges on her bill will be corrected. This shows empathy and a willingness to resolve the issue. On the other hand, the worst response is to inform the patient that there is nothing you can do and hang up the phone. This is unhelpful and dismissive, which can further frustrate the patient and damage the doctor's office's reputation.

Explanation

The best response is to apologize for the error and assure the patient that the charges on her bill will be corrected. This shows empathy and a willingness to resolve the issue. On the other hand, the worst response is to inform the patient that there is nothing you can do and hang up the phone. This is unhelpful and dismissive, which can further frustrate the patient and damage the doctor's office's reputation.

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3. Your company just relocated to a new building, and you have a new cubicle. You are happy because this workspace has a window and a new desk. However, the cubicle walls are thinner than the ones in the old building, and you can hear everything that is going on around you. One of your managers has the office closest to your workspace. He always has his door open, and he talks loudly whenever he makes a phone call. How should you handle this situation? Choose the BEST and WORST response.

Request to move to a cubicle near a quiet manager.

Slam your manager's door shut whenever he is being loud.

Kindly ask your manager to close his door when he makes a call.

Complain to your co-workers about the new building.

The best response in this situation would be to kindly ask your manager to close his door when he makes a call. This approach is respectful and addresses the issue directly with the person causing the noise. It shows professionalism and a willingness to find a solution. Slamming your manager's door shut whenever he is being loud is the worst response as it is confrontational and disrespectful. It could create tension and damage your professional relationship.

Explanation

The best response in this situation would be to kindly ask your manager to close his door when he makes a call. This approach is respectful and addresses the issue directly with the person causing the noise. It shows professionalism and a willingness to find a solution. Slamming your manager's door shut whenever he is being loud is the worst response as it is confrontational and disrespectful. It could create tension and damage your professional relationship.

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4. Holly and Diego work at a factory. They are the first two workers on a complex assembly line. Holly's job is to arrange materials in their proper places and send them to Diego's station. Then Diego bolts these parts together and sends them to the next part of the line. Lately, Holly has been arranging the materials so slowly that Diego cannot put as many parts together. Workers at the end of the line are complaining to Diego about the delay. How should Diego handle this situation? Choose the BEST and WORST response.

Yell at Holly to speed things up because her work is slowing down the entire assembly line.

Tell the workers at the end of the assembly line to be more patient while they wait.

Ask other workers on the assembly line if they think that the factory should hire more employees.

Go talk to Holly to ask if there is a problem, and see if she needs help with something.

The best response is to go talk to Holly to ask if there is a problem and see if she needs help with something. This approach shows empathy and understanding towards Holly's situation, and allows Diego to address any potential issues or concerns that Holly may have. Yelling at Holly to speed things up would only create a hostile work environment and may not effectively solve the problem.

Explanation

The best response is to go talk to Holly to ask if there is a problem and see if she needs help with something. This approach shows empathy and understanding towards Holly's situation, and allows Diego to address any potential issues or concerns that Holly may have. Yelling at Holly to speed things up would only create a hostile work environment and may not effectively solve the problem.

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5. You work at an auto repair shop. A customer wants to buy a tire and explains which type he wants. When you check your inventory, you discover that your shop doesn't have that type of tire in stock. You explain to the customer that the tire is out of stock, but you can order it for him. The customer gets angry and complains that your store never has the parts he needs for his car, and he always has to wait while the parts are on special order. How should you handle the situation? Choose the BEST and WORST response.

Apologize for the inconvenience and offer the customer and approved discount for special orders.

Apologize to the customer and explain that the person who manages the shop's inventory has been on vacation.

Tell the customer that if he is unhappy with your shop, he should take his business elsewhere.

The best response is to apologize for the inconvenience and offer the customer an approved discount for special orders. This shows empathy towards the customer's frustration and offers a solution to meet their needs. It also demonstrates good customer service by acknowledging the inconvenience caused and providing a potential resolution. On the other hand, telling the customer to take his business elsewhere is the worst response as it is dismissive and unprofessional. It does not address the customer's concerns or attempt to resolve the issue, potentially causing further dissatisfaction.

Explanation

The best response is to apologize for the inconvenience and offer the customer an approved discount for special orders. This shows empathy towards the customer's frustration and offers a solution to meet their needs. It also demonstrates good customer service by acknowledging the inconvenience caused and providing a potential resolution. On the other hand, telling the customer to take his business elsewhere is the worst response as it is dismissive and unprofessional. It does not address the customer's concerns or attempt to resolve the issue, potentially causing further dissatisfaction.

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6. You are an assistant childcare worker at a day care center. A position with better pay has opened up, and you would like to apply for it. To qualify for the postion, you must have an advanced first-aid certification. You have not taken the course necessary to receive this certification. How should you handle this situation? Choose the BEST and WORST response.

Wait for a position to open that doesn't require any additional certification.

Apply for the job and say you have already completed the first-aid certification course, even though you haven't.

Find out if you can skip the certification because you have so much experience as an assistant.

Sign up for the certification course so you can qualify for the position.

The best response is to sign up for the certification course so you can qualify for the position. This shows honesty and a willingness to meet the requirements of the job. It also demonstrates a commitment to professional development and a desire to improve skills. On the other hand, the worst response is to apply for the job and say you have already completed the first-aid certification course, even though you haven't. This is dishonest and unethical, and if discovered, it could lead to consequences such as losing the job or damaging your reputation.

Explanation

The best response is to sign up for the certification course so you can qualify for the position. This shows honesty and a willingness to meet the requirements of the job. It also demonstrates a commitment to professional development and a desire to improve skills. On the other hand, the worst response is to apply for the job and say you have already completed the first-aid certification course, even though you haven't. This is dishonest and unethical, and if discovered, it could lead to consequences such as losing the job or damaging your reputation.

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7. You just started working as a nursing assistant yesterday. This is your first full-time job. You wanted the job and want to do well, but your supervisor, Ms. Donato, intimidates you. Yesterday she told you, "You are making the bed all wrong! Don't make the bed like that!" Later, she came back, handed you a clipboard and said, "Here, fill in this chart." You didn't know how to fill in the chart. You are afraid that Ms. Donato will think that you aren't a good worker if you ask questions. How should you handle this situation? Choose the BEST and WORST response.

Watch how other employees complete the job and try to do better.

Explain your problem to a co-worker and ask what to do.

Complain how unfair and incompetent Ms. Donato is as a supervisor.

The best response is to tell Ms. Donato that you want to do well and ask her to explain things more clearly while you are still learning. This shows initiative and a willingness to improve. It also opens up the opportunity for better communication and understanding between you and your supervisor. On the other hand, complaining about Ms. Donato's competence as a supervisor is the worst response. This not only shows a lack of professionalism but also does not address the issue at hand or help in resolving the situation.

Explanation

The best response is to tell Ms. Donato that you want to do well and ask her to explain things more clearly while you are still learning. This shows initiative and a willingness to improve. It also opens up the opportunity for better communication and understanding between you and your supervisor. On the other hand, complaining about Ms. Donato's competence as a supervisor is the worst response. This not only shows a lack of professionalism but also does not address the issue at hand or help in resolving the situation.

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8. Choose the BEST and WORST response. You are close friends with a co-worker who recently had a baby. This co-worker has been sending you e-mails containing attachments with videos and pictures of her new baby. You enjoy hearing about the baby, but you find these e-mails distracting at work, and receiving her attachments sometimes causes your computer to freeze. How should you handle the situation?

Call the IT department and ask why the computer keeps freezing.

Ask your co-worker to send all personal e-mails to your home computer.

Install a program to filter attachments received on your work computer.

Ask your co-worker to keep the news about her baby to herself.

The best response is to ask your co-worker to send all personal e-mails to your home computer. This solution addresses the issue of the distracting e-mails and attachments without causing any harm or offense to your co-worker. It allows you to still enjoy hearing about the baby, but in a more appropriate setting outside of work. Additionally, asking your co-worker to keep the news about her baby to herself is the worst response as it is insensitive and could damage your relationship with your co-worker.

Explanation

The best response is to ask your co-worker to send all personal e-mails to your home computer. This solution addresses the issue of the distracting e-mails and attachments without causing any harm or offense to your co-worker. It allows you to still enjoy hearing about the baby, but in a more appropriate setting outside of work. Additionally, asking your co-worker to keep the news about her baby to herself is the worst response as it is insensitive and could damage your relationship with your co-worker.

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9. You work as an assistant manager at a toy store. Several employees express to you that they are not able to work enough hours because other employees sign up for more shifts than they should. You decide that you need to make a schedule to balance employee's work hours. When you post the schedule, an employee is surprised to see that some of her hours have been cut, and she asks for them back. How should you handle this situation? Choose the BEST and WORST response.

Tell the employee you will consider her request when you make the next schedule.

Ask the manager for advice and hope that she can make the schedule more acceptable to the employees.

Give the employee more hours by taking away another employee's hours.

The best response is to explain why the schedule was made and offer the employee the option of filling in for employees who need to miss a shift. This shows that the manager has considered the employee's request and is willing to find a solution that benefits both the employee and the store. It also promotes teamwork and cooperation among the employees. On the other hand, giving the employee more hours by taking away another employee's hours is the worst response as it creates a negative and unfair work environment, potentially causing conflicts among the employees.

Explanation

The best response is to explain why the schedule was made and offer the employee the option of filling in for employees who need to miss a shift. This shows that the manager has considered the employee's request and is willing to find a solution that benefits both the employee and the store. It also promotes teamwork and cooperation among the employees. On the other hand, giving the employee more hours by taking away another employee's hours is the worst response as it creates a negative and unfair work environment, potentially causing conflicts among the employees.

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10. The construction company you work for is putting a new roof on a house. Modesto, another worker, has placed the ladder against the house and is getting ready to climb up. You know that somebody should be holding the ladder at the bottom to steady it. How should you handle this situation? Choose the BEST and WORST response.

Walk over to the ladder and steady it yourself.

Ask another worker to hold the ladder for Modesto.

Don't do anything and hope that Modesto doesn't hurt himself.

Tell Modesto not to climb the ladder.

The best response is to walk over to the ladder and steady it yourself. This ensures the safety of Modesto and prevents any potential accidents or injuries. On the other hand, the worst response is to not do anything and hope that Modesto doesn't hurt himself. This shows negligence and a lack of concern for the well-being of others, which is not acceptable in a construction environment.

Explanation

The best response is to walk over to the ladder and steady it yourself. This ensures the safety of Modesto and prevents any potential accidents or injuries. On the other hand, the worst response is to not do anything and hope that Modesto doesn't hurt himself. This shows negligence and a lack of concern for the well-being of others, which is not acceptable in a construction environment.

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11. The factory where you work implemented a new policy that requires all employees in your work area to wear safety goggles. This morning the safety manager informed all employees that there are boxes of safety goggles in the three supply rooms. Before your shift begins, you go to one of the supply rooms to get goggles. You search all the shelves and find that there are no safety goggles left. How should you handle this situation? Choose the BEST and WORST response.

Complain to the safetty manager that there are no safety goggles.

Don't wear eye protection, and be extra careful in your work area.

Ask to borrow a co-worker's safety goggles.

Check the other supply rooms for safety goggles.

The best response in this situation is to check the other supply rooms for safety goggles. This shows initiative and problem-solving skills by actively seeking a solution to the problem. On the other hand, the worst response would be to not wear eye protection and be extra careful in the work area. This is a risky and irresponsible choice that goes against the safety policy implemented by the factory. It is important to prioritize safety and follow the guidelines set by the company.

Explanation

The best response in this situation is to check the other supply rooms for safety goggles. This shows initiative and problem-solving skills by actively seeking a solution to the problem. On the other hand, the worst response would be to not wear eye protection and be extra careful in the work area. This is a risky and irresponsible choice that goes against the safety policy implemented by the factory. It is important to prioritize safety and follow the guidelines set by the company.

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12. You work for an insurance company. Each week the sales team meets to discuss new products and sales strategies. During today's meeting, Veronica is talking loudly on the telephone while the rest of the team is trying to solve a problem with one of the new products. You are having a difficult time listening to the conversation. How should you handle the situation? Choose the BEST and WORST response.

Ask the supervisor to request that Veronica leave the meeting.

Tell Veronica that she is being her typical rude and loud self, just like everyone says.

Try to listen more closely and hope that you can hear most of the conversation.

Tell Veronica that because of her talking on the phone, you are having difficulty hearing that the supervisor is saying.

The BEST response is to tell Veronica that because of her talking on the phone, you are having difficulty hearing what the supervisor is saying. This approach addresses the issue directly and communicates the impact of Veronica's behavior on the team. It is a polite and professional way to express the difficulty faced due to the noise. On the other hand, telling Veronica that she is being her typical rude and loud self is the WORST response as it is confrontational and unprofessional. It does not address the issue constructively and may escalate the situation further.

Explanation

The BEST response is to tell Veronica that because of her talking on the phone, you are having difficulty hearing what the supervisor is saying. This approach addresses the issue directly and communicates the impact of Veronica's behavior on the team. It is a polite and professional way to express the difficulty faced due to the noise. On the other hand, telling Veronica that she is being her typical rude and loud self is the WORST response as it is confrontational and unprofessional. It does not address the issue constructively and may escalate the situation further.

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13. You work for a carpet cleaning company. Your cleaning team is scheduled to clean the carpets of a large office building. As you are loading equipment into the company van, you accidentally break the wheel off of one of the shampooer machines. How should you handle the situation? Choose the BEST and WORST response.

Tell the supervisor that another employee broke the wheel.

Admit what you did and ask youe co-worker to fix the wheel.

Complain to your co-workers about the quality of the machine.

Explain the accident to your supervisor and ask how to proceed.

The BEST response is to explain the accident to your supervisor and ask how to proceed. This shows accountability and a willingness to find a solution. Blaming another employee may lead to mistrust and damage team dynamics. The WORST response is to complain to your co-workers about the quality of the machine. This is unprofessional and does not address the issue at hand.

Explanation

The BEST response is to explain the accident to your supervisor and ask how to proceed. This shows accountability and a willingness to find a solution. Blaming another employee may lead to mistrust and damage team dynamics. The WORST response is to complain to your co-workers about the quality of the machine. This is unprofessional and does not address the issue at hand.

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14. At your weekly staff meetings, one of your co-workers frequently interrupts the discussion to talk about the new house that she is building. Her constant interrupts make the meetings run late. How should you handle this situation? Choose the BEST and WORST response.

Report your co-worker's behavior to your supervisor so that you have the information on the record.

Talk with your co-worker and request that she not discuss personal matters during the meeting, as it is disruptive.

Confront your co-worker during the meeting and loudly inform her that no one cares about her or her personal business.

Ignore your co-worker and try to schedule meetings when she is not available.

The BEST response is to talk with your co-worker and request that she not discuss personal matters during the meeting, as it is disruptive. This approach addresses the issue directly and professionally, allowing for open communication and potential resolution. On the other hand, the WORST response is to confront your co-worker during the meeting and loudly inform her that no one cares about her or her personal business. This response is unprofessional, disrespectful, and likely to escalate the situation further.

Explanation

The BEST response is to talk with your co-worker and request that she not discuss personal matters during the meeting, as it is disruptive. This approach addresses the issue directly and professionally, allowing for open communication and potential resolution. On the other hand, the WORST response is to confront your co-worker during the meeting and loudly inform her that no one cares about her or her personal business. This response is unprofessional, disrespectful, and likely to escalate the situation further.

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15. You are taking a bookkeeping course to improve your workplace skills. You recently received your first grade in the course, and you did not do very well. You feel upset and discouraged. How should you handle this situation? Choose the BEST and WORST response.

Drop the class, since you are obviously never going to do well in it.

Ask your instructor if a study group or any other help is available.

Don't change anything, but decide to try harder on the next exam.

Complain toy our instructor that the test is too hard.

The BEST response is to ask your instructor if a study group or any other help is available. This shows a proactive approach to improving your performance and seeking support. Dropping the class without exploring other options may limit your chances of success. The WORST response is to drop the class, assuming that you will never do well in it. This response is defeatist and does not allow for personal growth or improvement.

Explanation

The BEST response is to ask your instructor if a study group or any other help is available. This shows a proactive approach to improving your performance and seeking support. Dropping the class without exploring other options may limit your chances of success. The WORST response is to drop the class, assuming that you will never do well in it. This response is defeatist and does not allow for personal growth or improvement.

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16. You work as an office clerk at an accounting firm. Jane, a co-worker with whom you share an office, is sneaking glances of your e-mails over your shoulder. This has been a problem for several weeks. You have already asked her politely to respect your privacy. How should you handle this situation? Choose the BEST and WORST response.

Tell other co-workers about how inconsiderate Jane is.

Only check you e-mail when Jane os out of the office.

Start reading Jane's e-mail over her shoulder.

Ask your supervisor if you can move to a different desk.

The BEST response is to ask your supervisor if you can move to a different desk. This is a proactive and appropriate way to address the issue and protect your privacy. It shows that you are taking the matter seriously and seeking a solution that benefits both parties.

The WORST response is to start reading Jane's email over her shoulder. This would only escalate the situation and create a hostile work environment. It is important to handle conflicts professionally and avoid engaging in retaliatory behavior.

Explanation

The BEST response is to ask your supervisor if you can move to a different desk. This is a proactive and appropriate way to address the issue and protect your privacy. It shows that you are taking the matter seriously and seeking a solution that benefits both parties.

The WORST response is to start reading Jane's email over her shoulder. This would only escalate the situation and create a hostile work environment. It is important to handle conflicts professionally and avoid engaging in retaliatory behavior.

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17. You work as a cook in a popular restaurant, and the management just added a new item to the menu. You have never made this dish before. How should you handle this situation?

Read the description and theink of steps you might take to prepare the dish.

Wait until a customer orders that item and ask someone else to prepare the dish for you.

Ask someone with experience making the new dish to teach you how to make it.

Watch a cooking show that tells how to prepare the dish.

If you have never made the new dish before, the best way to handle the situation is to wait until a customer orders it and then ask someone else with experience making the dish to prepare it for you. This ensures that the customer receives a properly prepared dish and reduces the risk of mistakes or poor quality. Additionally, asking someone with experience to teach you how to make the dish will help you learn and gain the necessary skills to prepare it in the future. Watching a cooking show may provide some guidance, but having hands-on experience and guidance from an experienced person is more reliable.

Explanation

If you have never made the new dish before, the best way to handle the situation is to wait until a customer orders it and then ask someone else with experience making the dish to prepare it for you. This ensures that the customer receives a properly prepared dish and reduces the risk of mistakes or poor quality. Additionally, asking someone with experience to teach you how to make the dish will help you learn and gain the necessary skills to prepare it in the future. Watching a cooking show may provide some guidance, but having hands-on experience and guidance from an experienced person is more reliable.

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18. You have been working as a postal service clerk for three months. You do not like being inside all day, so you decide you would rather be a mail carrier. You take the mail carrier test and do very well. Now you plan to continue working as a clerk until a mail carrier position becomes available at the post office where you work. What is the next step in this situation? Choose the BEST and WORST response.

Check the job postings for a mail carrier position.

Apply for the mail carrier position.

Begin work as a mail carrier.

Accept a position as a mail carrier.

The best response in this situation would be to check the job postings for a mail carrier position. This step is important because it allows the individual to stay updated on any available mail carrier positions and apply for them when they become available. Beginning work as a mail carrier would be the next step after successfully securing a position. However, accepting a position as a mail carrier without checking the job postings first may not be the best approach as it could potentially limit future opportunities for advancement or better positions within the post office.

Explanation

The best response in this situation would be to check the job postings for a mail carrier position. This step is important because it allows the individual to stay updated on any available mail carrier positions and apply for them when they become available. Beginning work as a mail carrier would be the next step after successfully securing a position. However, accepting a position as a mail carrier without checking the job postings first may not be the best approach as it could potentially limit future opportunities for advancement or better positions within the post office.

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19. Your supervisor asks you to operate the forklift during your shift. He and your co-workers rely on you to operate the forklift carefully and follow safety guidelines. You are nervous because this is the first time you have operated the forklift outside of training. How should you handle the situation? Choose the BEST and WORST response.

Tell your supervisor that someone else should operate the forklift until you've completed more training.

Ask if a co-worker can help you at the beginning of your shift in case you have any questions.

Explain that you cannot operate the forklift and resign from your position at the warehouse.

Complete the job as you have been instructed, using what you remember from training to help you.

The BEST response is to ask if a co-worker can help you at the beginning of your shift in case you have any questions. This shows that you are proactive and willing to seek assistance when needed, which is important for ensuring safety and avoiding mistakes. It also demonstrates that you are taking the responsibility seriously and are committed to learning and improving in your role. On the other hand, the WORST response is to explain that you cannot operate the forklift and resign from your position at the warehouse. This shows a lack of confidence and commitment, and it is not a constructive solution to the situation.

Explanation

The BEST response is to ask if a co-worker can help you at the beginning of your shift in case you have any questions. This shows that you are proactive and willing to seek assistance when needed, which is important for ensuring safety and avoiding mistakes. It also demonstrates that you are taking the responsibility seriously and are committed to learning and improving in your role. On the other hand, the WORST response is to explain that you cannot operate the forklift and resign from your position at the warehouse. This shows a lack of confidence and commitment, and it is not a constructive solution to the situation.

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20. Kyle has been in meetings all morning. At noon, he finally gets a twenty-minute break before he has to leave work to meet a client at a job site. As he is rushing to the break room to grab his lunch, a new co-worker stops him and explains that she can't get her new voicemail to work. She asks Kyle for help, but he has no time. How should Kyle handle the situation? Choose the BEST and WORST response.

Help the co-worker set up her voicemail and go to the job site late.

Wave his hand to indicate that he is in a rush and can't stop to help.

Offer to help the co-worker when he returns from the job site.

Ask other co-workers if they are having problems with their voicemails.

Kyle should handle the situation by indicating that he is in a rush and cannot stop to help the co-worker, as well as offering to help her when he returns from the job site. This is the best response because it acknowledges his current time constraints while still showing willingness to assist in the future. The worst response would be to ignore the co-worker's request for help and not offer any assistance at all.

Explanation

Kyle should handle the situation by indicating that he is in a rush and cannot stop to help the co-worker, as well as offering to help her when he returns from the job site. This is the best response because it acknowledges his current time constraints while still showing willingness to assist in the future. The worst response would be to ignore the co-worker's request for help and not offer any assistance at all.

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21. Your supervisor has asked you to prune and trim all the trees in a large apartment complex. As you are working, another member of your crew seems annoyed because she needs to use the shears to complete a quick task. How should you handle this situation? Choose the BEST and WORST response.

Explain that she can have the shears when you finish with them.

Offer to stop for a few minutes so that she can complete her task.

Tell her to wait until tomorrow since your job is more important.

Tell her that you will take care of her task when you finish your own.

The BEST response is to offer to stop for a few minutes so that she can complete her task. This shows understanding and willingness to accommodate her needs. On the other hand, the WORST response is to tell her to wait until tomorrow since your job is more important. This displays a lack of empathy and prioritizes one's own task over others, which can create tension and conflict within the team.

Explanation

The BEST response is to offer to stop for a few minutes so that she can complete her task. This shows understanding and willingness to accommodate her needs. On the other hand, the WORST response is to tell her to wait until tomorrow since your job is more important. This displays a lack of empathy and prioritizes one's own task over others, which can create tension and conflict within the team.

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22. You have just started working as a receptionist at a doctor's office. You need to transfer a phone call to an outside line but don't know how to do this. How should you handle this situation? Choose the BEST and WORST response.

Tell the patient on the phone that she will have to call back when the other receptionist is working.

Press the button that you believe will transfer the call and hope for the best.

Place the patient on hold and quickly ask a co-worker to show you how to transfer the call.

Place the patient on hold while you try to locate the phone manual in the storage room.

The best response is to place the patient on hold and quickly ask a co-worker to show you how to transfer the call. This shows initiative and a willingness to learn, while also ensuring that the patient's call is not dropped or delayed. On the other hand, telling the patient to call back when the other receptionist is working is not a good response as it does not address the immediate need of the patient and may create inconvenience for them.

Explanation

The best response is to place the patient on hold and quickly ask a co-worker to show you how to transfer the call. This shows initiative and a willingness to learn, while also ensuring that the patient's call is not dropped or delayed. On the other hand, telling the patient to call back when the other receptionist is working is not a good response as it does not address the immediate need of the patient and may create inconvenience for them.

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23. Your supervisor has asked you and a co-worker to sand the floors of a house your company is remodeling. The work involves using a large floor sander for the large areas and a smaller hand-held for the edges. You and your co-worker decide you will take turns using the large floor sander. You have never used this eupiment before, so your co-worker shows you how to use it. However, as soon as you begin using it, something doesn't seem right. How should you handle the situation? Choose the BEST and WORST response.

Ask your co-worker what you are doing wrong and how you can improve.

Keep going and trust that you will get the hang of it with practice.

Ask your supervisor to assign you to a different remodeling task.

Turn off the floor sander and make your co-worker finish the task.

The best response is to ask your co-worker what you are doing wrong and how you can improve. This shows that you are open to feedback and willing to learn from your mistakes. It also allows your co-worker to provide guidance and support, which can help you become more proficient with the floor sander.

The worst response is to turn off the floor sander and make your co-worker finish the task. This is an irresponsible and unprofessional approach, as it shirks your responsibilities and puts the burden on your co-worker. It also shows a lack of initiative and problem-solving skills, as you are not attempting to address the issue or seek assistance.

Explanation

The best response is to ask your co-worker what you are doing wrong and how you can improve. This shows that you are open to feedback and willing to learn from your mistakes. It also allows your co-worker to provide guidance and support, which can help you become more proficient with the floor sander.

The worst response is to turn off the floor sander and make your co-worker finish the task. This is an irresponsible and unprofessional approach, as it shirks your responsibilities and puts the burden on your co-worker. It also shows a lack of initiative and problem-solving skills, as you are not attempting to address the issue or seek assistance.

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24. You work as a cashier at a large supermarket. It is a busy time of the day, and there are five customers in your checkout line. As you are ringing up the first customer, the receipt printer runs out of paper. You look around your counter for an extra paper roll, but there isn't one. How should you handle the situation? Choose the BEST and WORST response.

Ask the customer if she wants a receipt and hope that the answer is no.

Close your register and direct the customers to other check out lines.

Explain that you need to refill the printer, and quickly get a spare paper roll from another counter.

Write out receipts by hand until an available manager can get you another paper roll.

The best response would be to explain to the customers that you need to refill the printer and quickly get a spare paper roll from another counter. This shows proactive problem-solving and ensures that the customers can still receive their receipts. Closing the register and directing customers to other checkout lines may cause inconvenience and frustration for both the customers and the other cashiers. Writing out receipts by hand until a manager can get another paper roll is a time-consuming solution that may cause delays and further inconvenience.

Explanation

The best response would be to explain to the customers that you need to refill the printer and quickly get a spare paper roll from another counter. This shows proactive problem-solving and ensures that the customers can still receive their receipts. Closing the register and directing customers to other checkout lines may cause inconvenience and frustration for both the customers and the other cashiers. Writing out receipts by hand until a manager can get another paper roll is a time-consuming solution that may cause delays and further inconvenience.

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25. You are a delivery driver for a restaurant. You are frustrated because you seem to be assigned all the deliveries that are on the outskirts of town. Because you have to drive so far, you make fewer deliveries than other drivers. This means that you also make less money in tips. You have already asked other drivers to leave some of the closer deliveries for you, but they haven't done so. How should you handle this situation? Choose the BEST and WORST response.

Ask the manager to make sure you get some deliveries that are closer to the restaurant.

Speed on your way to make the deliveries so that you can try to make more deliveries.

Complain to the other workers in the restaurant about how unfair the delivery assignments are.

The best response is to propose that the drivers split the tips equally so that it is in everybody's best interest to make as many deliveries as possible. This solution promotes teamwork and fairness among the drivers, as it incentivizes everyone to work together to maximize their earnings. On the other hand, the worst response is to speed on your way to make the deliveries in an attempt to make more deliveries. This behavior is unsafe and could potentially lead to accidents or violations. It is important to prioritize safety and follow traffic rules while delivering.

Explanation

The best response is to propose that the drivers split the tips equally so that it is in everybody's best interest to make as many deliveries as possible. This solution promotes teamwork and fairness among the drivers, as it incentivizes everyone to work together to maximize their earnings. On the other hand, the worst response is to speed on your way to make the deliveries in an attempt to make more deliveries. This behavior is unsafe and could potentially lead to accidents or violations. It is important to prioritize safety and follow traffic rules while delivering.

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26. You are having a difficult time with a new computer program you need to use in order to complete your job correctly. How should you handle this situation? Choose the BEST and WORST response.

Ask an experienced co-worker for tips and consult the manual to help you learn how to use the program.

Skip over any tasks that require you to use computer programs you are unfamiliar wuth.

Complain to your co-workers about the new computer program and ask them if they have had trouble with it.

Apply for a different job that does not require you to use this computer program.

The best response is to ask an experienced co-worker for tips and consult the manual to help you learn how to use the program. This shows initiative and a willingness to learn and improve. It also utilizes available resources to overcome the difficulty. The worst response is to skip over any tasks that require the use of unfamiliar computer programs. This not only avoids the problem but also hinders productivity and growth. It is important to address challenges and seek solutions rather than avoiding them.

Explanation

The best response is to ask an experienced co-worker for tips and consult the manual to help you learn how to use the program. This shows initiative and a willingness to learn and improve. It also utilizes available resources to overcome the difficulty. The worst response is to skip over any tasks that require the use of unfamiliar computer programs. This not only avoids the problem but also hinders productivity and growth. It is important to address challenges and seek solutions rather than avoiding them.

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27. One of the residents at the nursing home where you work has been disrupting the other residents by staying up late watching TV. He must turn up the volume because he has poor hearing, but the noise keeps other residents awake, and they are becoming angry. You know this resident has trouble sleeping and that he finds comfort in watching old shows. How should you handle this situation? Choose the BEST and WORST response.

Alternate between nights the resident can watch TV and nights he can't.

Tell the resident he can't watch TV past 7:00 P.M. because he is disrupting too many people.

Allow the resident to watch TV in a community room away from the rooms where the other residents sleep.

Let the resident continue to watch TV but with the volume turned down lower.

The best response is to alternate between nights the resident can watch TV and nights he can't. This solution allows the resident to still enjoy watching TV while also considering the needs of the other residents who are being disrupted. It provides a fair compromise that addresses both the resident's comfort and the sleep needs of others. Additionally, allowing the resident to watch TV in a community room away from the rooms where the other residents sleep is also a good solution as it provides a separate space for the resident to watch TV without disturbing others. This option respects the resident's need for comfort while also maintaining a peaceful environment for the other residents.

Explanation

The best response is to alternate between nights the resident can watch TV and nights he can't. This solution allows the resident to still enjoy watching TV while also considering the needs of the other residents who are being disrupted. It provides a fair compromise that addresses both the resident's comfort and the sleep needs of others. Additionally, allowing the resident to watch TV in a community room away from the rooms where the other residents sleep is also a good solution as it provides a separate space for the resident to watch TV without disturbing others. This option respects the resident's need for comfort while also maintaining a peaceful environment for the other residents.

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