Your boss is not in the office and there is an irate customer waiting in the waiting room. The secretary asks for your help...
Going into this situation you know that the actor you'll role play with is irritated, has been waiting for a while, and will probably prove challenging to communicate with at your initial encounter. What you don't know is if your boss is the only person who can handle their situation, or if you are fully equipped to address their concerns. Start off your role-play by introducing yourself, saying that you are here to help them in any way that you can.
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. Display enhanced communication skills by actively listening, nodding, mirroring what they've said back to them, asking clarifying questions, and at the end giving them a summary of what they're communicating to show them they have been understood and heard.
Maintain your confidence and body language throughout. Do not allow yourself to be influenced or provoked in any way. Empathize with their concerns by putting yourself in their shoes. Validate their concerns as well, and inform them of the big-picture view, and any components they weren't privy to or aware of. Take responsibility for the care they'll receive and assure them you'll follow up with them, and that you will take every measure you are able to address their needs. Be flexible in your approach, while adhering to the guidelines.
You'll be interacting with an actor in the role opposite you, and it is their job to make it tricky for you to navigate. Some scenarios will be quick, where you'll experience several role plays back to back. Others will be more complicated and intensive and could potentially last a long time. In those cases, you'll more likely be tested with only one scenario. Most role-play sessions last anywhere from a half hour to a full hour.
This tests your ability to step outside of your comfort zone, your flexibility in prioritizing this issue over your other concerns, your ability to meet your client's needs, your communication skills, your sense of teamwork, your composure, conscientiousness and reliability.
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 Sir, I am very sorry for the time you have been waiting to be attended to. My name is Marcella, I am the CBSA Officer of this unit. My boss is not here right now but maybe I can help you. Please tell me what you need.
At this point, I will use the technique of actively listening to what he has to say, without interrupting him.
I will write down all information and show interest in everything he is telling me. If I can advance something, I will do it. If only my boss can do it, I will inform the client that as soon as my boss arrives, I will pass on all the information and he will call the client so that they can talk.
Marcie's Feedback
Great! Your answer is very thorough and detailed. You appear considerate and caring. To further strengthen your answer, consider giving more information about how you will calm the person down. Good job!
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