You are a security guard working at a large toy store. You notice a commotion where a parent is agitated and you learn their kid is missing...
With this question, you know that you will be meeting with at least one actor who will likely be nervous, agitated, distracted, defensive, and frantic. Your goal is to fact gather while being a calming and reassuring force.
Start off your role-play by introducing yourself, telling them you are here to help, and that you are taking sole responsibility for addressing their concerns. Next, show them you are serious by taking action. Ask for a picture, show it to your coworkers, and get the search party started.
Next, fact-gather. Listen carefully to what they have to say and be mindful of your body language at all times. Take care to show positive nonverbal communication by making eye contact and keeping your body language open and non-defensive. Try to identify what happened while finding means to enhance your communication. Continue to ask clarifying questions before continuing. Take notes throughout the role-playing situation. Establish the facts (When, where, who, how, & why). Clarify and mirror, making sure everyone is on the same page.
Offer the course of action you intend to follow and share it with the actor so they understand that you are taking action. Be patient, empathize with them, try to be a calming force. Inform them the calmer everyone can remain, the more focussed and assured the outcome will be. Make sure they are satisfied with your course of action and ask if there is anything else you can address while you are at it. Assure them that you are taking responsibility for their situation and assure them you will follow up with them at a determined point to inform them of your progress.
The CBSA frequently uses customer service based scenarios for their role-playing. This is due to the CBSA frequently being in interaction with the public. These scenarios falls into similar categories which make them relatable to the role. This allows for any transferable skills to shine through, especially where a background in law enforcement or border patrol isn't a prerequisite. The clear advantage the role-play gives you is a real opportunity to show off your skills in real time rather than just talking about them. This is the primary reason not to get nervous. Rather, seize this opportunity. Exude confidence.
This scenario will test your ability to identify the client's needs, from their need to feel heard, validated, empathized with, and assured their concerns are going to be addressed in a manner that exceeds their expectations. It will test your communication skills and your ability to speak non-defensively, objectifying the situation, your diplomacy and negotiation in the situation. It will test your flexibility and your adaptability, and if you adjust your approach and your communication style. It will test your problem-solving skills, and your ability to discern the facts surrounding this emotionally charged situation, your self-control and composure, which will speak to your emotional intelligence and your ability to govern your own emotions. Lastly, it will test your conscientiousness and reliability, and how consistent you are in your responses, your approach, and your overall handling of the situation.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
Hi, my name is Marcella, I'm the store's security guard and I'm here to help you find the child. I know you are nervous and scared but I need to ask you for some information that will help us find your kid. Do you have a picture of your kid that I can show my colleagues so we can get more people to help us find him? I would also like to know his name, how he is dressed, what he likes to play with... any detail can be an important tip. I understand you're nervous but we're going to do everything we can to find him, ok?
Marcie's Feedback
Great job. You appear concerned, calm, and in control of the situation. It's great that you acknowledge their feelings and ask for additional information. Nice!
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