You are a sports club manager. You spot a person posting signs where they shouldn't hung. You approach this person.
The challenge with this scenario is all in your ability to objectively explain the policy regarding posting signs on the property. This requires non-defensive communication skills and a high level of emotional intelligence. So be mindful of your facial cues, body language, choice of words, and try to exude empathy. For any customer facing company, every person you encounter every day is a potential customer. So, in this role-play, you are the number one representative of the sports club as its manager. Try to problem solve the situation with this potential customer and offer alternative suggestions of where they can post their signs. Show empathy, active listening and a situational and objective positioning. You want to help them, you just can't permit the signs being posted on the property.
Try to remain as natural as possible. At the end of the role play, they will probably offer you feedback on your performance. Consider this a part of the test as well. Be as gracious as possible when receiving your feedback, constructive or negative. Take it in stride.
This scenario will test your communication skills and your ability to speak non-defensively, objectifying the situation rather than singling out any one person. This also will help in your diplomacy and negotiation in the situation. It will test your problem-solving skills, and your ability to discern facts from opinions or misunderstandings. It will test how consistent you are in your responses, your approach, and your overall handling of the situation.
It will probably evaluate you on your self-control and composure, which will speak to your emotional intelligence and your ability to govern your own emotions. It will test your flexibility and your adaptability, and if you adjust your approach and your communication style. Lastly, it 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.
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
I would calmly approach the person and inform them why they can't post the signs there. I will give alternatives for other places where the signs can be placed and even better viewed by the public. I will ask if the person wants help to place the signs in the appropriate place and I will be available if they have any questions.
Marcie's Feedback
Nice! You come across as firm, calm, and helpful. It sounds like you will communicate in a straightforward and factual manner, which is great. Excellent!
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