"When I was working at XYZ agency, project managers facilitated a lot of meetings with clients. One time, a PM left and we had to hire new ones to take over their accounts. Once the new PMs started, we started getting negative feedback from clients. To them, meetings felt awkward, or worse, like a waste of time.

I investigated and found that during the recruitment process, the agency didn't evaluate any meeting facilitation skills. So, I volunteered to create an evaluation tool. It was a call simulation between the PM and client, walking the latter through a web development process deck. The hiring manager would act as the client and the PM would pretend that they are explaining the agency's process of developing a website throughout the simulation. By using this tool, we would be able to assess the PM's ability to establish rapport with the client while sharing important information with them. We ran the pilot with the new PMs and we were also able to provide them valuable feedback about their facilitation skills. The hiring manager found the tool very useful, and I'm proud to say that they continue to use it to this day."