Situational Judgement Test Practice Course: Communicating and escalating

1. Question 1 of 15

   Your supervisor gives you instructions quickly, and you do not understand one step. What should you do?

   • AAsk a short question about that step before you start
   • BWait until the job is done and then ask
   • CSkip that step and do all of the others
   • DStart anyway and guess the missing step as you go
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   Answer: A. Ask a short question about that step before you start

   Communicate: asking a clear question at the start prevents mistakes. Listening to understand includes checking anything you are unsure of.

2. Question 2 of 15

   A computer outage means you will miss a report deadline later today. What is the most effective action?

   • ASay nothing and hand it in as soon as the system is back
   • BAsk a coworker to tell the supervisor next week
   • CWait until the deadline passes, then explain what happened
   • DTell your supervisor now and suggest a new time
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   Answer: D. Tell your supervisor now and suggest a new time

   Communicate early. Telling your supervisor right away, with a plan, lets them adjust; silence leaves them surprised.

3. Question 3 of 15

   Early in your security shift, a window on site was broken. At handover, what is the most effective action?

   • ALeave a sticky note on the window for the next guard
   • BTell the incoming guard only if a manager is present
   • CMention it only if the incoming guard asks about anything unusual
   • DRecord it in the log and tell the incoming guard directly
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   Answer: D. Record it in the log and tell the incoming guard directly

   Communicate: a clear log entry and a direct handover make sure the next person knows about the risk and can follow up.

4. Question 4 of 15

   A customer asks you about a product warranty, and you do not know the answer. What should you do?

   • ATell them to look it up online themselves
   • BGive your best guess so the customer is not kept waiting
   • CTell them warranties are not part of your job
   • DSay you will find out from someone who knows
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   Answer: D. Say you will find out from someone who knows

   Communicate honestly. Do not guess; getting the right answer from someone who knows serves the customer and avoids false promises.

5. Question 5 of 15

   A coworker sends a confusing email about a shift change. You cannot tell which day you now work. What should you do?

   • AForward it to the whole team asking what it means
   • BIgnore the email and keep working your old schedule
   • CPick the day that seems most likely and show up for that one
   • DReply and ask them to confirm the day and time
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   Answer: D. Reply and ask them to confirm the day and time

   Communicate: confirm unclear details with the sender. A short reply prevents a missed shift or a double booking.

6. Question 6 of 15

   As a personal support worker, you notice a client seems much more confused than usual today. What is the most effective action?

   • AWrite it down and mention it at the end of the week
   • BReport the change to the nurse or supervisor right away
   • CWork out the cause yourself and treat it with what is on hand
   • DTell the client's family before you tell anyone at work
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   Answer: B. Report the change to the nurse or supervisor right away

   Communicate and escalate: a sudden change in a client may be serious. Report it promptly to the person responsible for care, and stay within your role.

7. Question 7 of 15

   Two supervisors give you different jobs that must both be done in the next hour. You cannot do both. What should you do?

   • AExplain the clash to both and ask which job comes first
   • BDo half of each job so that both are at least partly done
   • CDo nothing until they notice the problem themselves
   • DDo the job you like better and quietly skip the other one
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   Answer: A. Explain the clash to both and ask which job comes first

   Communicate: when instructions conflict, tell the people involved and get a clear priority. Guessing leaves at least one supervisor let down.

8. Question 8 of 15

   A customer who is still learning English is having trouble following your directions to a store department. What is the best action?

   • ATell them to come back with someone who speaks English
   • BUse simple words, speak clearly and check they understood
   • CRepeat the same directions again, but more loudly
   • DSpeak faster so it takes up less of their time
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   Answer: B. Use simple words, speak clearly and check they understood

   Communicate and respect: adapt your words and approach to your audience, then check understanding.

9. Question 9 of 15

   A teammate keeps handing in work late, and it delays your part of a project. This has happened three times. What is the most effective first step?

   • ATalk with them privately and agree on a plan
   • BQuietly do their part as well as yours from now on
   • CRefuse to work with them on future projects
   • DPoint out the delays in the team group chat so everyone knows
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   Answer: A. Talk with them privately and agree on a plan

   Communicate respectfully first. A private, calm talk often solves the problem; if it continues, then involve your supervisor.

10. Question 10 of 15

    A hotel guest asks for a late checkout. Only the manager can approve it. What should you do?

    • AAsk the manager, then get back to the guest
    • BApprove it yourself, since keeping guests happy is part of your job
    • CSay no right away without asking anyone
    • DTell the guest to find the manager themselves
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    Answer: A. Ask the manager, then get back to the guest

    Escalate what is beyond your authority, and communicate: keep the guest informed and follow up quickly.

11. Question 11 of 15

    A caller asks for a coworker who is out of the office. What is the most effective action?

    • APromise them the coworker will call back within the hour
    • BTell them to try calling back another day
    • CWrite down their name, number and message and pass it on
    • DRemember the message and tell the coworker when you see them
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    Answer: C. Write down their name, number and message and pass it on

    Communicate accurately. A written message with the name, number and message makes sure nothing is lost or promised that you cannot keep.

12. Question 12 of 15

    Water is dripping from an office ceiling onto a computer that is plugged in. What is the most effective way to report it?

    • ASend an email to facilities and wait for them to reply
    • BPhone or go to facilities or your supervisor right away
    • CAdd it to the list for next week's team meeting
    • DPut a cup under the drip and say nothing
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    Answer: B. Phone or go to facilities or your supervisor right away

    Communicate through the right channel. Urgent safety problems need a call or a visit, not a message that may sit unread.

13. Question 13 of 15

    You learn that a customer was charged twice by a coworker yesterday. The customer has left. What should you do?

    • AQuietly take the extra money out of the till for later
    • BTell your supervisor so it can be refunded
    • CAsk the coworker to keep the extra charge
    • DSay nothing, since it was your coworker's mistake and not yours
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    Answer: B. Tell your supervisor so it can be refunded

    Communicate and escalate: give the facts to the person who can fix it under policy. Hiding it is unfair to the customer.

14. Question 14 of 15

    In a team meeting, your manager proposes a plan you think has a problem. What is the most effective action?

    • ACalmly share your concern and your reason
    • BInterrupt and say the plan is a bad idea
    • CStay quiet, then tell your coworkers after the meeting that it will fail
    • DAgree in the meeting, then do it your own way
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    Answer: A. Calmly share your concern and your reason

    Communicate respectfully: raise concerns with reasons at the right time. Once a decision is made, support it.

15. Question 15 of 15

    You reported a coworker's bullying to your supervisor, who brushed it off. The bullying continues. What should you do next?

    • AGo to the next level of management
    • BGive up, since your supervisor has already made a decision about it
    • CStart bullying the coworker back
    • DPost the details on social media to get attention
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    Answer: A. Go to the next level of management

    Escalate: if a concern is dismissed, go to the next level of management or the person named in your workplace policy.

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