Situational Judgement Test Practice Course: Communicating and escalating

1. Pytanie 1 z 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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   Odpowiedź: 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. Pytanie 2 z 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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   Odpowiedź: 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. Pytanie 3 z 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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   Odpowiedź: 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. Pytanie 4 z 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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   Odpowiedź: 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. Pytanie 5 z 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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   Odpowiedź: 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. Pytanie 6 z 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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   Odpowiedź: 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. Pytanie 7 z 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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   Odpowiedź: 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. Pytanie 8 z 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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   Odpowiedź: 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. Pytanie 9 z 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
   Pokaż odpowiedź

   Odpowiedź: 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. Pytanie 10 z 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
    Pokaż odpowiedź

    Odpowiedź: 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. Pytanie 11 z 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
    Pokaż odpowiedź

    Odpowiedź: 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. Pytanie 12 z 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
    Pokaż odpowiedź

    Odpowiedź: 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. Pytanie 13 z 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
    Pokaż odpowiedź

    Odpowiedź: 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. Pytanie 14 z 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
    Pokaż odpowiedź

    Odpowiedź: 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. Pytanie 15 z 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
    Pokaż odpowiedź

    Odpowiedź: 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.

Klawiatura: 1–4, aby odpowiedzieć, Enter – następne pytanie.