SJT 200 Questions.docx

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Questions Your supervisor has given you an important project to plan for the unit before the end of the month. It is different from anything you have done since coming to work for the organization. You have now learned that the supervisor has been assigned temporarily to run another unit also, and will be frequently unavailable. Response Alternatives A) Press ahead with the project on your own to show your determination B) Consider who you may be able to ask for help in the supervisor’s absence C) Go to the supervisor and explain where you think you will need help D) Ask the supervisor for a schedule of her availability E) Go to the supervisor and ask her to walk you through the project Questions 1 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 2. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You and a group of colleagues are working on a national campaign for your organization. One member of the group informs everyone at a meeting that he has yet to begin his part of the work because of serious personal problems. You learn that he has acted this way on previous projects. Response Alternatives A) Go to your supervisor to request that the person be replaced in your group B) Go to your supervisor to get her to re-assign the person’s workload to you and others in the group C) Attempt to help the person with his problems to enable him to function better on the job D) Meet the person privately and explain that you know about his previous behaviour, and that you expect he will perform better this time E) Meet with your colleagues without the individual present, and decide how to handle the situation Questions 3 . The most effective response to this situation would be: (1) A) _____ B) _____ C) _____ D) _____ E) _____ 4. The least effective response to this situation would be: (2) A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Your office enjoys a good atmosphere, but you think social activities have started to encroach on work. Your supervisor has spent time at lunch and after work with a small group of employees, not including you. Cliques appear to be developing and you believe some staff feel left out. Response Alternatives

A) Confront your supervisor and ask to be included more often B) Meet with colleagues you think are upset to devise a collective approach to the situation C) Talk to staff in both groups to make everyone aware of feelings about what is going on D) Speak to your supervisor informally and explain your concerns about productivity and inclusiveness E) Ignore the situation and hope it will pass Questions 5. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 6. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ A co-worker and yourself are assigned by your supervisor to a project which has been requested by senior management. The time line for the work is short, and the impact of the project for the organization’s reputation will be significant. You soon discover that your coworker is not meeting deadlines, and is unavailable when you call her. Response Alternatives A) Take over the project and work on it independently to help your career B) Explain the problem to the supervisor, and request assistance to get the project on track C) Call your co-worker at home to discuss the situation D) Let senior management know about what is happening in case there is a delay in meeting the deadline E) Try to get other colleagues to help with the project Questions 7 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 8. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Your supervisor is a stickler for detail and tends to hover over you and other newer employees on major projects. A financial crisis has come up, requiring extra work to handle it and more interaction among certain staff in the unit. The presence of the supervisor over everyone’s shoulder is causing tension and delays in dealing with the crisis. Response Alternatives A) Ask to have a team meeting of those working on the crisis to facilitate all aspects of handling it B) Do your work off-site as much as possible C) Appeal to a senior staff member to speak to the supervisor D) Approach personnel for advice to address the supervisor’s behaviour E) Put the problem on the agenda for the next meeting of the unit Questions 9. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____

10. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You are facing a deadline on the annual report to management for your branch. Most of your team colleagues are on time with their work, but two individuals repeatedly produce poorly prepared material. Both seem to expect assistance from others in the group to finalize their material. Response Alternatives A) Set up a team meeting to clarify ground rules for the remainder of the work B) Speak to the two people directly and point out the problems they are creating C) Ask your supervisor to intervene and ensure that the two individuals perform as required D) Do your own work and do not help either of the individuals if requested E) Talk with each of the individuals and offer assistance to get the job done Questions 11. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 12. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Your supervisor has been supportive and accessible during your first month on the job while familiarizing yourself with the organization. The extra attention has benefited you, and other staff and senior management seem pleased with your work. However, you now feel the desire to work more on your own and enjoy more personal space. Response Alternatives A) Wait a while before mentioning your feelings to your supervisor B) Ask a senior person who has seen your recent work for advice on how to address your concern C) Request a meeting with your supervisor to discuss your relationship D) Arrange to have coffee with your supervisor and explain your concerns E) Make yourself less available and work more independently Questions 13. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 14 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ A group of new employees in your division, including yourself, have collectively taken on the planning of a social event to get to know other colleagues at work. Everyone is working supportively except for one individual who has been late or absent from meetings, and often behind in completing his tasks. The party is next week and group members are unsure

about trusting that the individual’s duties will be completed thoroughly and on time. Response Alternatives A) Call the person and offer your help so the party comes off as planned B) Get a few members of the organizing team to help you take the individual aside and remind him of his responsibilities C) Suggest that the team think about contingency arrangements in case the party is jeopardized D) Ask for a team meeting to review progress and take it upon yourself to get the individual to attend E) Tell others to each contact the individual and voice their concerns to him Questions 15. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 16. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Your supervisor has long service and respect in the organization, but you have recently observed some odd actions on her part. While working together with you on a report she made questionable decisions, often seemed distracted, and appeared unkempt. You have a private meeting scheduled tomorrow to finalize the report. Response Alternatives A) Raise your observations as the first item at your private meeting B) Discuss your supervisor’s behaviour with a colleague in the office for advice C) Get an appointment with management to alert them to what is happening D) Ask your supervisor about her career and broach some of your concerns during the discussion E) Ignore the issue and get your work together completed Questions 17. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 18. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You work in a section where everyone’s output depends on cooperation among all the members in the group. One of the newest employees produces material in volume and on time, but often fails to check the quality of the work. Previous mention of this to him seems not to have had an effect, and people in the section are becoming frustrated. Response Alternatives A) Take it upon yourself to re-state to the employee the performance standards expected of everyone B) Explain to your supervisor the impact the employee’s shortcomings are having on your work C) Tell people in the section that the

employee may not be clear on what is expected of him D) Approach the employee and inform him about the things staff are saying E) Keep up your production, and fix problems in the work the employee does with you Questions 19 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 20. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 113 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC Your supervisor is a few months from retirement, and has been away frequently without informing staff in advance. Your colleagues in the unit are criticizing his behaviour, and employees and managers outside your group know what is happening. You have a meeting scheduled tomorrow with the supervisor to discuss your work on several projects. Response Alternatives A) Explain what people are saying to your supervisor when you meet with him B) Focus on your work together and confirm when he will be available to discuss projects C) Tell your colleagues to stop their criticism and stick to their work D) Ask another supervisor for advice about dealing with your colleagues E) Recommend to your colleagues to select a representative to take their concerns to the supervisor Questions 21. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 22. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your work in a key unit of an organization which prides itself on the quality of its publications. Recently several critical errors have been found in published documents produced by an experienced colleague. This is proving costly, and is delaying the fulfillment of orders to clients. Response Alternatives A) Make your concerns known to the employee, and explain why changes are needed in her performance B) Consider who needs to be informed about the problems so they can be fixed C) Research the cost issues, the delays, and ask your supervisor to call a unit meeting to discuss them D) Meet with your

supervisor to see what is happening about the problems E) Arrange for you and other colleagues in the unit to raise the problems at the next unit meeting Questions 23 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 24. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You have come to notice that your supervisor seems to favour some employees over others. During your past few months of working in the organization, the supervisor has spent more time with others than with you or with another new employee hired at the same time. Your workload is mounting and you would like more attention from your supervisor. Response Alternatives A) Get together with your co-worker and approach the supervisor to voice your collective concerns about feeling left out B) Ask other co-workers about the habits of your supervisor in the past in dealing equitably with staff C) Ignore the situation and seek advice elsewhere to help with your work D) Explain your increased workload to the supervisor, and why you want more contact E) Write an email to the supervisor stating your personal and job-related concerns Questions 25. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 26 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You have been moved to a new office, where employees who have been with the organization a long time are located. A project you are doing with a person there is underway, but his contribution so far is slipshod. You raised this with him, but he avoided discussing your concerns. Response Alternatives A) Overlook the problem because of his length of service, and do your best B) List his shortcomings and have a private meeting with him to rectify the situation C) Document his errors and take them to your supervisor D) Document what is happening and write an anonymous note to your supervisor E) Ask another employee about your colleague’s usual ability to perform Questions 27 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 28 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____

SCESE FSECC Following an emergency at one of your organization’s regional branches, your supervisor puts you and your colleagues on twenty-four hour alert to handle public inquiries. Several days have passed and activity has slowed, but is not back to a normal level. You need time off for a major personal event which has been planned for almost a year. Response Alternatives A) Get one of your colleagues to fill in for you during your time away B) Ask several colleagues to assist in substituting for you in your absence C) Expect to get time off because you are entitled to it D) Talk to your supervisor about your plans E) Put together for your supervisor a reminder about your plans and a proposal to cover off your absence Questions 29 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 30. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You are employed by a large organization with flexible hours and experienced staff. One of your co-workers often works in the evening, and is known for productivity and for the quality of her work. While working nights yourself, you become aware that she also does work on site for her part-time job using your organization’s equipment and supplies. Response Alternatives A) Mention to her your awareness of her outside work and explain your feelings about it B) Inform your supervisor about this discovery C) Avoid raising the issue with anyone and go about your own work D) Try to find out more about what she is doing and why E) Ask a colleague whether others are aware of this situation Questions 31. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 32 The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC The management group overseeing your organization has approved several projects, including a ground-breaking one providing new services across the country. You and colleagues in your branch developed the ideas behind these services over several months. A launch party for the new initiatives has been

announced in the internal newsletter, but you hear that only your supervisor and his assistant are attending the event from your branch. Response Alternatives A) Call the executive office and ask if you and your branch colleagues are invited B) Ask the supervisor’s assistant who is to attend from your branch C) Assume that there is a mix-up in communications and that you can attend D) Talk to your supervisor about the party and who is to participate E) Assume that the party is an event for supervisors and senior staff only Questions 33. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 34 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You are taking a package to the mailroom for shipping when you see two employees putting cartons into a car parked beside the building. The cartons contain products made by your organization, but they are not packed for shipment. The employees notice your presence, then drive away. Response Alternatives A) Call the supervisor of the employees and explain what you have seen B) Inform your supervisor about the incident and ask her advice about appropriate action C) Speak to building security and leave your contact information for them D) Try to locate an employee who knows the two individuals and ask if he can explain what you saw E) Wait until you see the two employees again and ask them what was going on Questions 35 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 36 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You are new to the organization but have a background in the services which your section delivers to clients. Senior management has made it known that the reputation of the organization for delivering reliable service is particularly important in the current business climate. In a conversation initiated by a key client you realize that your supervisor has given out incorrect service advice. Response Alternatives A) Apologize to the client, correct the problem, and inform your supervisor immediately B) Delay advising the client correctly until you check with your supervisor C) Tell the client about your background, and correct the mistaken advice provided on the spot D) Let management know about the error and take

the decision to correct it E) Turn the client over to a more senior colleague to handle Questions 37. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 38. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ One of the employees you sit beside sends emails during working hours to order products for his own use. This is occurring with increasing frequency while client calls and emails mount during the busiest time of year for the organization. Others are aware of the habits of this individual but have not complained. Response Alternatives A) Register your concerns with your supervisor on behalf of everyone in the office B) Tell the employee to handle his responsibilities and stop his activities not related to work C) Canvass other employees to speak up about what is going on D) Explain your observations to the employee, and tell him how you see this affecting the office’s work E) Ask to be moved elsewhere in the office Questions 39 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 40 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You have been tasked by your supervisor with a new departmental initiative that has a high profile in the organization. The success of the initiative is important for your new job and ultimately for the organization’s reputation. You have become aware that the supervisor has also delegated some aspects of the initiative to a co-worker without telling you. Response Alternatives A) Call your co-worker and explain that this is your project B) Ask colleagues about the supervisor’s usual behaviour in assigning projects C) Ask you supervisor to meet to go over your understanding of project responsibilities D) Overlook the potential confusion and move ahead as you had planned E) Attempt to schedule a meeting with your supervisor and co-worker immediately Questions 41 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 42 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your colleague at the next desk is experienced and confident, but is sometimes abrupt with clients from smaller organizations.

Everyone in the office is carrying a large workload since positions are vacant. In her haste to deal with some clients, your colleague occasionally gives unclear advice to them. Response Alternatives A) Consider the problem stress-related and do not mention it to your colleague B) Offer to take on some of the smaller clients she now serves C) Suggest that she could benefit from customer-service training D) Have a talk together about advising clients and how they should be treated E) Get your supervisor involved in the situation as soon as possible Questions 43 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 44 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You have noticed that your supervisor is increasingly inattentive in meetings and discussions with you and other staff. He reads emails and takes calls in the middle of interactions, often losing track of what has gone on. Your annual review meeting is scheduled with him for early next week, just before he leaves for a training course. Response Alternatives A) Wait until the review meeting to raise this problem B) Get together with your co-workers to plan an approach to the supervisor C) Forget about the supervisor’s behaviour until after your review and his return from training D) Ask a more senior colleague to have a word with the supervisor E) Talk to your supervisor informally about your observations and how your interaction could improve Questions 45. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 46 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ The most experienced employee in your division has started to undermine decisions made by a new co-worker on client service issues. The employee repeatedly says that mistakes are being made on orders, and gives conflicting advice to some clients who have been served by the new staff member. As a result, she is getting frequent client call-backs and is becoming frustrated. Response Alternatives

A) Sit down with both colleagues and try to mediate the situation B) Avoid getting in the middle of the problem C) Ask your supervisor to call in the two employees to resolve their differences D) Let your supervisor know what is going on and what you think is the basis of the situation E) Call any clients you know who have been affected to correct the problems Questions 47 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 48 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Your supervisor is a rising star in the organization, with more responsibilities being assigned to her by management on a regular basis. Staff losses in your branch have occurred over several months, and new hires have not been planned. Your own busy season is approaching, and morale among the people in the branch is declining. Response Alternatives A) Go to personnel to find out when new staff will be hired B) Organize a meeting outside the office of staff who are disgruntled to plan what can be done C) Forget your concerns to stay on the good side of your supervisor D) Figure out your impending work demands and schedule a talk with your supervisor E) Raise your concerns at the next staff meeting Questions 49 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 50. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You are concerned about the changing atmosphere in your branch. Two co-workers argue continually at meetings, and the team conducting the annual branch review has had disputes affecting you and other employees. You are not directly involved, but your attitude and performance are suffering. Response Alternatives A) Stay out of the problems and work in private as much as possible B) Tell all your co-workers to act more professionally C) Ask colleagues not involved in the disputes how to resolve them D) Appeal to the supervisor to intervene with both groups for the good of the branch E) Bring together some colleagues to go to the supervisor with you and discuss the individuals causing the problems Questions 51

. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 52 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Your supervisor has been selected by senior management to run a charity initiative taken on by the organization to raise its profile in the community. He has begun delegating some of the charity work to you and another colleague who have worked there only a short time. Your case load has been increased, and more personal interaction is now required of you and other staff hired for client service. Response Alternatives A) Explain to your supervisor that charity work could slow down getting your regular work done B) Go to your supervisor with the colleague also assigned charity work to state your concerns C) Ask for a case load reduction to compensate for the extra work D) Take on everything given you without showing concern E) Ask others in the office to help you and your colleague with the increased work Questions 53 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 54. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You and two co-workers who are best friends have been assigned to a year-end project due soon. The two individuals always criticize your ideas, and have divided the work to their liking without consulting you. As the project deadline approaches you feel increasingly frustrated and unmotivated. Response Alternatives A) Ask your supervisor to be taken off the project B) Ask your supervisor to attend the next meeting about the project to see what is going on C) Ask your supervisor to expand the project team with two employees you know D) Tell both co-workers about how you view the situation and what you expect during the rest of your work together E) Appeal to the co-worker causing the fewest problems about your misgivings Questions 55 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 56 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____

SCESE FSECC You and a co-worker have an awkward relationship caused by a disagreement you had last year. Your new supervisor has assigned you both to develop a program requested by senior management. You must meet together soon, but are hesitant to do so because of concern about being able to work compatibly. Response Alternatives A) Tell your supervisor about the past difficulties and ask to be taken off the project B) Inform your supervisor that you want to be re-assigned in the organization C) Wait until you are called by your co-worker or the supervisor to start the project D) Email your co-worker to set a date to meet E) Ask your coworker to meet you to talk about the assignment Questions 57 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 58. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your supervisor has recently experienced difficult family problems which have affected his performance and personality. Few people at work besides you know what has happened, but some staff members are upset with the changes in the supervisor’s habits. A major order has just come in to your unit which demands a cooperative effort to fill. Response Alternatives A) Tell your supervisor about the impact of his behaviour B) Do extra work with others in the unit to get the new order done C) Inform others about your supervisor’s difficulties to encourage them to support him D) Call a meeting to lay the ground-work for filling the order E) Go to your supervisor’s manager to explain the situation Questions 59. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 60 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You and your colleagues in the office have finished moving to another building in a major reorganization initiative carried out during the busiest time of year. Your supervisor ordered the relocation, but was on vacation while it was carried out. The company newsletter has an interview profiling her, mentions her role in the move, but makes no reference to any other staff. Response Alternatives

A) Check with the newsletter editor to find out whether the story is factual B) Ignore the story as written, but call your supervisor to broach your feelings C) Inform your supervisor what the move entailed and how people are responding to the profile D) Complain to the supervisor about her absence during the move E) Solicit opinions from staff about their views on the story Questions 61 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 62. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You and an experienced co-worker have worked closely for weeks on a new business initiative for the organization. Following its completion, you are told that the co-worker is making it known that he directed the exercise. An email he wrote to another branch proves what has taken place. Response Alternatives A) Send an email to the other branch correcting the claim by your co-worker B) Go to your supervisor for advice on how to handle the situation C) Go to your co-worker to discuss your perception of what is going on D) Suggest to your coworker that you should do a joint interview in the organization’s newsletter about the new initiative E) Check around about your co-worker’s reputation for integrity Questions 63 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 64 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You are spending long hours on a project delegated to you by your supervisor who provided little guidance but heavy expectations. Others in your section are not busy, but many are new employees with limited experience. Your supervisor emails you asking about your progress and reminds you that extra effort is expected to meet organizational needs. Response Alternatives A) Co-opt the new employees to work under your direction to get the project done for the supervisor B) Call your supervisor to request a meeting as soon as possible to discuss the project C) Go to the most senior member in your section and ask for advice in handling the problem D) Do your best on the project, but avoid working overtime until the workload in the section is redistributed E) Ask personnel for a transfer to another section Questions 65

. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 66 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You and other newer employees are experiencing difficulty in working on a large project with other co-workers. Often, information you need is not forthcoming from long-serving employees, while some of those working on the project appear to have easy access to anything they request. Your month-end team meeting for the project is scheduled for later this week. Response Alternatives A) Seek advice from some of the more difficult employees on why they are negative about the project B) Talk to team members who are getting needed information about their methods C) Ask other colleagues having difficulty whether you can work in pairs to be more forceful D) Ask for a delay in the project and revise how you approach people for information E) View this as an initiation exercise and carry on Questions 67 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 68. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You just learned that you are to be part of a small team hastily put together by your supervisor to create a program requested by senior management. The supervisor has given no instructions on how to develop the program. Only a memorandum identifying the program topic and the names of team members has been circulated. Response Alternatives A) Request a special meeting with your supervisor to raise your concerns B) Call your supervisor to clarify what is happening C) Draft a plan for the program and give it to the supervisor to verify your interest in it D) Talk with other prospective team members to discuss what is going on E) Wait for further instructions Questions 69 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 70 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You are working on your first research initiative for

the organization. In several meetings you have organized, the staff members you interview are dismissive of you and the objectives of the research. Your confidence is being undermined, and your deadline is nearing. Response Alternatives A) Assert yourself more with staff at times and impress on them the importance of the research B) Ask more experienced colleagues doing research about the responses of staff they have dealt with C) Ask a more experienced colleague to accompany you to a few meetings D) Discuss with your supervisor getting help at the meetings, but still doing the report yourself E) Focus on how you can improve on your next assignment Questions 71. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 72. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You constantly experience criticism for your actions from a co-worker you deal with. She always challenges your ideas and tells you how things should be done. You will need her help frequently in a project just assigned to you. Response Alternatives A) Address the issues of her behaviour and the project when you next talk to her B) Forget the past and try to start off well together on the new project C) Make her aware of your experience before you came to the organization D) Ask your supervisor for more authority in carrying out the project E) Respond aggressively to her comments Questions 73 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 74. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You have run into a technical problem with your equipment that is impeding your progress in fulfilling a client order that only your unit can do. Your supervisor is new to the organization and how it operates, and is very busy learning her job. The deadline for the order has been moved up by the client. Response Alternatives A) Call the client, explain your situation and that there may be a delay B) Call technical services in your organization for help C) Tell your supervisor you want to contact technical services because of concerns about meeting the order D) Go

to the former supervisor for help E) Bring together others in your unit who have technical skills to get their advice Questions 75 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 76. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC You have completed the year-end report for your branch which was assigned to you by your supervisor with little instruction. The work involved long hours, considerable research and interaction with employees throughout the branch. Now you have heard that the supervisor put his name on the report and has told management he did all the work. Response Alternatives A) Inform management directly about your work and your frustration with the supervisor B) Tell colleagues about what has happened and solicit their advice C) Tell your supervisor you are requesting a transfer D) Document all your time and effort spent on the report to bring to your supervisor E) Confirm what has happened with the report before taking action Questions 77 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 78 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ At team meetings you attend you are having difficulty making your views heard. Others are constantly interrupting you, talking over you, and ignoring your suggestions. This occurs even in discussions of topics for which you have designated responsibility. Response Alternatives A) Accept that this is how your organization functions in meetings B) Suggest to your supervisor that staff need a course in running meetings C) Put an item about ground rules on the next meeting agenda to formally signal your concerns D) Assert your authority at meetings when your topics come up E) Talk to colleagues individually about your feelings Questions 79 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 80 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____

SCESE FSECC Your supervisor travels extensively throughout the country on business and makes his own bookings. The organization has strict, but reasonable directives for expenses. You unintentionally overhear your supervisor in a conversation with the travel agent discussing rebate cheques to be made payable personally to him, not the organization, and this sounds like a standard routine. Response Alternatives A) Report what you have heard to your supervisor’s supervisor B) Ignore what you have heard, as you have no hard evidence and there is no benefit for you in reporting this C) Interrupt your supervisor, and warn him about the rules and his conduct D) Go to another supervisor you know for advice about this incident E) Consider how you might find evidence to expose your supervisor’s misdeeds Questions 81. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 82 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ At a meeting on site with clients, your co-worker provides outdated information to them in a presentation. The handout material distributed is correct and no one seems to have noticed the verbal discrepancy. You will be speaking to the client group later in the day. Response Alternatives A) Tell clients about the discrepancy during your presentation B) Give your coworker time during your presentation to correct the mistake C) Prepare a memo to clients with your co-worker to explain they must adhere to the handout instructions D) Tell your co-worker what you have noticed in his presentation and ask how he wants to fix the problem E) Circulate among the clients yourself to correct the misinformation Questions 83. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 84. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Your supervisor has been with the organization throughout his career, but has only recently been promoted to a position of authority. He is becoming increasingly disrespectful to you and other younger employees about your style of dress. You have an opportunity to meet with him next week for the first time regarding your annual appraisal. Response Alternatives

A) Talk to your supervisor in private about how his remarks are perceived by you and others B) Overlook the comments in order not to jeopardize your appraisal C) Meet with others to gauge their feelings, and to plan united action if necessary D) Take your complaint to the organization’s personnel department E) Take your complaint to a senior executive Questions 85 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 86. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You discover samples are missing which are needed by you and a co-worker to demonstrate new technology to office staff. On checking the records, you find that he ordered and received the material. The replacement cost is significant, and the effectiveness of the demonstration will be diminished if employees do not use the sample technology during the session. Response Alternatives A) Show the receiving record to your co-worker and inquire where the samples are B) Ask your co-worker to distribute the samples at the demonstration C) Tell your supervisor you are suspicious, and explain what is happening D) Rearrange your demonstration to avoid mentioning the new technology and the sample E) Go to you co-worker and discuss how the demonstration will be delivered as planned Questions 87. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 88 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC One of your co-workers is frequently absent on personal business when you need to see him. The two of you have responsibility for producing a report, and as the due date approaches face-to-face discussion is required. Your colleague has a good reputation in the organization for his work, but is known for his erratic schedule. Response Alternatives A) Tell your co-worker he must be more available during working hours B) Ask your supervisor to turn the whole report over to you to do C) Get you co-worker to commit to a fixed schedule for the balance of the work together D) Meet together and discuss how to complete the report E) Adjust your schedule to your colleague’s availability until the report is done Questions 89.

The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 90 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your unit arranges the major meetings for senior management in the organization. Since new executives took over, your supervisor repeatedly changes her decisions, creating frustration for staff and additional costs. An important conference is scheduled tomorrow for you and some team leaders in the unit to finalize preliminary arrangements for the annual executive meeting. Response Alternatives A) Use the upcoming meeting, in part, to clarify problem issues in the operation of the unit as you see them B) Expect that organizational changes will always result in uncertainty and confusion C) Explain informally to a senior executive who you know the impact of the new group’s appointment on your unit D) Invite your supervisor to the upcoming meeting and plan how to raise your concerns there E) Speak to you supervisor and raise the issues and costs with her Questions 91 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 92 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Your supervisor has you and several other team members regularly reporting to him. It is apparent to everyone that the newest employee is receiving and enjoying special treatment from the supervisor. Many of your colleagues are annoyed with the behaviour of both individuals, and the unit’s cohesiveness and productivity are beginning to suffer. Response Alternatives A) Raise your concerns at the next team meeting B) Take the new person aside, and explain the impact of his relationship with the supervisor on the whole unit C) Organize a series of interventions with the supervisor by team members who are upset D) Take the supervisor aside, and explain how you feel about his interaction with the new person E) Take the supervisor aside, and draw his attention to your perception regarding his treatment of all team members Questions 93 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 94. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ One of your co-workers you know well has begun

acting strangely at the office. His appearance, manners and productivity are increasingly poor, and his absences are frequent. Nearly everyone has commented on the problem, and several staff members do not want to work with him any longer. Response Alternatives A) Try to persuade everyone on staff to be more sensitive B) Use your relationship with the co-worker to discuss what is going on C) Tell your coworker about the results of his change in habits D) Inform your supervisor about the changes in your co-worker and the growing tension E) Do not act until you see more evidence about what is happening Questions 95 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 96 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Since several changes in the organization have been implemented, your longserving supervisor has become increasingly vocal about the shortcomings of mangers and executives. His criticisms now include the senior manager of your branch who is new, but who has made the effort to develop rapport with the staff. Another outburst by your supervisor has just occurred in earshot of staff. Response Alternatives A) Get together a group of the staff to make your supervisor aware of his recent behaviour B) Take the view that this situation does not concern you, and may change over time C) Warn your supervisor about what he is doing and the likely impact on his reputation D) Warn the senior manager of the branch about what is going on E) Tell employees to ignore the supervisor’s behaviour as it is not their concern Questions 97 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 98 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ The newest colleague in the unit is being asked by several staff members to carry out menial tasks for them. The unit no longer has any administrative personnel because of cut-backs. You see the frustration growing in the new person, but no one else seems aware or concerned. Response Alternatives A) Realize that the new person has to learn to fend for herself B) Advise her on how to do some of the tasks more easily C) Go to personnel to make the case for administrative help to your section D) Go to your supervisor with your

observations E) Talk to the staff members giving her the work about the effect this is having Questions 99 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 100 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ SCESE FSECC Answers and Competencies Tested for Sample SJT Test #1 Question Answer Competency Tested 1. Most Effective C Teamwork / cooperation 2. Least Effective A Judgement 3. Most Effective E Teamwork / cooperation 4. Least Effective D Judgement 5. Most Effective D Teamwork / cooperation 6. Least Effective C Judgement 7. Most Effective B Teamwork / cooperation 8. Least Effective D Judgement 9. Most Effective A Teamwork / cooperation 10. Least Effective D Judgement 11. Most Effective A Teamwork / cooperation 12. Least Effective D Judgement 13. Most Effective A Interpersonal 14. Least Effective B Judgement 15. Most Effective D Teamwork / cooperation 16. Least Effective E Judgement 17. Most Effective D Interpersonal 18. Least Effective C Judgement 19. Most Effective A Interpersonal 20. Least Effective D Judgement 21. Most Effective B Teamwork / cooperation 22. Least Effective C Judgement 23. Most Effective D Teamwork / cooperation 24. Least Effective A Judgement SCESE FSECC Question Answer Competency Tested 25. Most Effective D Teamwork / cooperation 26. Least Effective C Judgement 27. Most Effective C Teamwork / cooperation 28. Least Effective A Judgement 29. Most Effective E Interpersonal 30. Least Effective C Judgement 31. Most Effective A Interpersonal 32. Least Effective E Judgement 33. Most Effective D Teamwork / cooperation 34. Least Effective E Judgement 35. Most Effective C Teamwork / cooperation 36. Least Effective D Judgement 37. Most Effective A Teamwork / cooperation 38. Least Effective D Judgement 39. Most Effective D Interpersonal 40. Least Effective C Judgement 41. Most Effective C Teamwork / cooperation 42. Least Effective A Judgement 43. Most Effective D Interpersonal 44. Least Effective C Judgement 45. Most Effective E Interpersonal 46. Least Effective D Judgement 47. Most Effective D Teamwork / cooperation 48. Least Effective E Judgement 49. Most Effective D Teamwork / cooperation 50. Least

Effective B Judgement 51. Most Effective D Teamwork / cooperation 52. Least Effective E Judgement FSECC Question Answer Competency Tested 53. Most Effective B Interpersonal 54. Least Effective D Judgement 55. Most Effective D Teamwork / cooperation 56. Least Effective C Judgement 57. Most Effective E Teamwork / cooperation 58. Least Effective A Judgement 59. Most Effective A Teamwork / cooperation 60. Least Effective E Judgement 61. Most Effective C Teamwork / cooperation 62. Least Effective D Judgement 63. Most Effective C Teamwork / cooperation 64. Least Effective E Judgement 65. Most Effective B Teamwork / cooperation 66. Least Effective E Judgement 67. Most Effective B Interpersonal 68. Least Effective A Judgement 69. Most Effective B Teamwork / cooperation 70. Least Effective A Judgement 71. Most Effective A Teamwork / cooperation 72. Least Effective C Judgement 73. Most Effective B Interpersonal 74. Least Effective E Judgement 75. Most Effective B Teamwork / cooperation 76. Least Effective A Judgement SCESE FSECC Question Answer Competency Tested 77. Most Effective E Teamwork / cooperation 78. Least Effective A Judgement 79. Most Effective C Teamwork / cooperation 80. Least Effective A Judgement 81. Most Effective A Teamwork / cooperation 82. Least Effective C Judgement 83. Most Effective D Interpersonal 84. Least Effective E Judgement 85. Most Effective A Interpersonal 86. Least Effective E Judgement 87. Most Effective E Teamwork / cooperation 88. Least Effective D Judgement 89. Most Effective D Interpersonal 90. Least Effective A Judgement 91. Most Effective E Teamwork / cooperation 92. Least Effective C Judgement 93. Most Effective E Interpersonal 94. Least Effective C Judgement 95. Most Effective B Interpersonal 96. Least Effective C Judgement 97. Most Effective C Interpersonal 98. Least Effective D Judgement 99. Most Effective E Teamwork / cooperation 100. Least Effective B Judgement SCESE FSECC SJT Sample Test # 2 – 100 Questions The administrator for your branch keeps irregular hours and takes sick days without calling in. He has worked for the organization a long time and has

friends in the branch. His backlog of work includes several of your expense claims and requests for supplies. Response Alternatives A) Go to your supervisor and recommend action because of the administrator’s unreliability B) Tell the administrator your expectations regarding his work with you C) Work with the administrator to ensure your requirements are fulfilled within his schedule D) Ask a friend of the administrator to talk to him about his habits E) Avoid complaining about the delays because of the administrator’s relationships in the branch Questions 1. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 2. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You overhear a co-worker harassing a new employee in private. The organization has rules against harassment, but there are no previous cases that you know about. The co-worker has a good reputation and long service in the organization. Response Alternatives A) Interrupt the encounter and tell your co-worker to stop the harassment B) Tell the new employee afterwards about what you heard and the organization’s policy against harassment C) Tell your co-worker later about what you heard and mention the organization’s policy against harassment D) Go to the organization’s ombudsperson and explain what you heard and who was involved E) Go to your supervisor and explain what you heard and who was involved Questions 3. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 4. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 138 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You learn that a co-worker has received free tickets to an event from a supplier of products to your office. No one in the organization is allowed to take complimentary gifts to do with the job. The co-worker invites you to attend the event with him and two other colleagues from the office.

Response Alternatives A) Accept the invitation because the co-worker is sharing the benefits B) Recommend to your co-worker to return the tickets C) Tell the supplier the organization’s rules, for future reference D) Tell you supervisor what is going on E) Turn down the invitation and ignore the situation Questions 5 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 6. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Two of your co-workers on a quality improvement team developed a way to save the organization money in delivering its services. The team leader has informed management about the idea. You learn that the information sent to management cited the whole team for the idea and did not mention the two co-workers specifically. Response Alternatives A) Advise the two individuals to let management know it was their idea B) Accept the need to report team success over individual achievement C) Write management an unsigned note mentioning who came up with the idea D) Tell the team leader you disagree with his approach E) Suggest to the team leader that she should give credit to the two individuals Questions 7. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 8 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 139 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC Your unit has upgraded its computers to handle more complex reporting. Several co-workers continue to use the old equipment and are slower in finishing work because of this. A new executive group has taken over the organization and the demand for timely information is growing. Response Alternatives A) Approach one of the new executives and recommend computer training for selected staff to meet increasing workloads B) Propose a mentoring system at a unit meeting to get staff operating new equipment paired with individuals using

old equipment C) Explain the situation in your unit to the organization’s technology supervisor D) Meet with your supervisor to inform her about what is happening E) Help where necessary when staff using old computers slow down work involving you Questions 9 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 10 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ A group of staff gather every morning and talk loudly about social activities. The sound carries across the office, but no one seems to have complained. Your work in dealing with clients over the telephone is problematic because of the noise. Response Alternatives A) Ask to be re-located to a quieter place B) Speak to your supervisor about the problem and ask her to address it C) Apologize to clients on the telephone and carry on serving them despite the noise D) Join the next staff conversation and tell people how the group’s behaviour is affecting others E) Ask colleagues in the office to join you in broaching the noise issue with your supervisor Questions 11 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 12 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 140 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC A colleague you frequently must share tasks with is difficult to keep focused on the job. He jokes with you, and talks about issues having nothing to do with your work together. You are frustrated and your work is suffering as a result. Response Alternatives A) Go to your supervisor about the situation B) Do your best with your responsibilities in the shared tasks C) Avoid responding to your co-worker’s comments and stick to discussing work D) Get your supervisor to join your next encounter with co-worker E) Tell you co-worker how you feel and ask him the reasons he avoids discussing work matters Questions 13

. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 14. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You and a co-worker are cooperating on an assignment given by your supervisor. The co-worker is missing agreed deadlines because of an increase in his regular workload, and because he is helping a friend in another unit on a project. Your monthly report on the assignment is due next week. Response Alternatives A) Help the co-worker with his extra workload so he can make time to do the assignment B) Speak to the co-worker’s friend and ask him to stop requesting help C) Tell your supervisor you may miss the monthly report deadline D) Tell your co-worker your concerns about what is happening with the assignment E) Ask your supervisor for additional help to do the assignment Questions 15 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 16. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 141 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC One of your co-workers has a hygiene problem that seems to be worsening. Staff are ridiculing the person behind his back, and no one associates with him in the office. The co-worker happens to complain to you about the cold atmosphere and asks your opinion about the cause. Response Alternatives A) Tell him you and a friend feel as he does, and suggest you all get together to discuss the situation B) Inform him that he may be creating his own isolation C) Tell him in private what you think is the problem D) Tell him what others are saying for his own good E) Tell him you are satisfied with the atmosphere and avoid the subject Questions 17 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 18

. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your supervisor selects you to represent the section in negotiations with representatives from other sections about next year’s budget for the organization. At the first meeting your supervisor accompanies you and interjects during remarks by you and others. Your position is undermined and your confidence is damaged. Response Alternatives A) Ask your supervisor to be replaced in the negotiations B) Take your supervisor aside at a break in the meeting and explain your feelings and the impact of his behaviour C) Assert yourself at the meeting in unison with your supervisor D) Assert yourself at the meeting when other representatives speak to demonstrate your authority E) Plan to talk to your supervisor about what took place before the next budget meeting Questions 19 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 20 . The least effective response to this situation would be: A)_____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 142 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You hear a co-worker ask your supervisor to hire his daughter for a summer job. As everyone knows, regulations do not permit family members to work together. The co-worker requests a decision tomorrow from the supervisor. Response Alternatives A) Tell the supervisor and co-worker individually to avoid violating the regulations B) Go to your co-worker and explain your views on his request C) Get a group of co-workers to speak to the supervisor with you about upholding regulations D) Ask for a meeting with the supervisor and co-worker to remind them of the regulations E) Overlook the issue as it is only about summer employment Questions 21 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 22. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ At a presentation to senior executives your supervisor

mixes up his notes and becomes flustered. Turning to you he asks for a piece of missing information. The audience is growing restless and your unit’s credibility is on the line. Response Alternatives A) Ask your supervisor to announce a short break until you find all the information he needs B) Tell the audience to take a break until you find the information C) Step up and present the information to the audience D) Apologize to the audience for the confusion and delay E) Tell your supervisor you need to see his notes to find the information Questions 23. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 24 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 143 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You and others from different departments have been put on a team to work on an initiative affecting the whole organization. Each person seems to be concerned only with the interests of their department. The initiative is stalled and arguments dominate the meetings. Response Alternatives A) Defend your department’s interests vigorously until there is agreement B) Talk to team members individually to attempt to break the impasse C) Tell the team that an outside chairperson should be brought in to run meetings D) Ask your supervisor to attend a meeting with you E) Suggest that the team be disbanded and a new group put in place Questions 25. The most effective response to this situation would be: (3) A) _____ B) _____ C) _____ D) _____ E) _____ 26. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You and several colleagues are collecting donations for the charitable cause supported annually by your organization. You become aware that one of your colleagues is pocketing some cash contributions made by co-workers. No one else appears to know what is happening. Response Alternatives

A) Suggest that all solicitations be carried out by employees working in pairs B) Tell people who you believe have been duped what is happening C) Tell the employee what you suspect he is doing D) Tell others soliciting donations of your findings E) Inform his supervisor about what you know Questions 27 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 28. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 144 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You object to some material you have heard is to be used in a national promotion for your organization. Others working on the promotion have voiced similar concerns privately but apparently have said nothing at meetings. Tomorrow is the final meeting of the promotion group with executives where the decision on content will be taken. Response Alternatives A) Forget about interceding as it is not your place to do so B) Call one of the executives to raise your concerns C) Speak to the project leader about your concerns D) Ask some promotion group members to speak out E) Ask for an opportunity to speak at the meeting Questions 29. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 30 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your supervisor asks you and two colleagues to carry out a research project. You have done similar work before but neither of the others has experience of this type. One of them brings a plan for dividing the research responsibilities to your first meeting. Response Alternatives A) State your experience and express your desire to lead the project B) Propose that the three of you draft a work plan and take it to the supervisor C) Propose that the three of you draft a work plan and use it to proceed D) Decide to ask the supervisor to put you in charge of the project E) Consider the project a chance to teach your colleagues how to do research

Questions 31 . The most effective response to this situation would be: (4) A) _____ B) _____ C) _____ D) _____ E) _____ 32 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 145 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You have been transferred to a new unit created because of an internal reorganization by management. Few of the employees know each other, and there are conflicting attitudes and work styles. An assignment is given to you and several others to carry out by your supervisor. Response Alternatives A) Contact the others and set up a team meeting B) Wait for clarification of who is to be in charge in the assigned group C) Contact co-workers you know in the assigned group to plan project ground rules together D) Take charge of the group from the outset E) Plan how to best do your part based on your experience Questions 33 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 34 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your organization has guidelines on the use of vehicles it owns. A colleague with access to a vehicle for work purposes is known to use it occasionally on personal business. She is planning to take the vehicle on a trip with her family on a long weekend and mentions this to you. Response Alternatives A) Report the information to your supervisor B) Ignore your colleague’s actions C) Tell your colleague you will report her to the supervisor if she takes the trip using the vehicle D) Tell the transportation supervisor about your colleague’s habits E) Tell your colleague of the risk she is taking because of her planned action Questions 35 . The most effective response to this situation would be: (5) A) _____ B) _____ C) _____ D) _____ E) _____ 36

. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 146 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC In reviewing reports provided to you by a contracting company hired by management, you find the work sub-standard. The contracting company has been working for some time with your organization. The next report and invoice have come to you for approval. Response Alternatives A) Leave it to management to address the shortcomings B) Approach management with details on your concerns, and withhold approval on the current report and payment C) Tell the contracting company about your concerns and request appropriate revisions to the current report D) Ask a senior co-worker for advice on dealing with management and the contracting company E) Inform the contracting company of questions about their work in a memorandum copied to management Questions 37. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 38. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You have seen several instances where your supervisor has taken work time and used the organization’s services to support a business set up by his spouse. The organization has policies on staff conduct and activities, but they are rarely enforced. The time your supervisor is taking to engage in these pursuits is significant and evident to other staff. Response Alternatives A) Tell your supervisor that you are aware of his actions, express concern and raise the possible repercussions B) Tell everyone to overlook what is happening based on the lax enforcement pattern in the organization C) Tell your supervisor to stop what he is doing, or you and others will have to report him D) Write an email to your supervisor’s director commenting on what you know E) Call the supervisor’s spouse about what is going on and how staff are perceiving it Questions 39. The most effective response to this situation would be: (6) A) _____ B) _____ C) _____ D) _____ E) _____ 40.

The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 147 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You have a few co-workers who ignore workplace safety rules and mock staff who comply. An orientation for new staff is to include safety instructions and a demonstration of appropriate behaviour for emergencies. Your supervisor asks you to lead the orientation. Response Alternatives A) Plan to take new staff through the orientation and ask cooperation from everyone in advance B) Tell your supervisor you will do the orientation if he first tells staff who have ridiculed safety measures to cooperate C) Warn new staff members at the start of the orientation that not all employees consider safety important D) Suggest that the supervisor task one of the critics to work with you to set an example E) Hold a meeting with the critics before the orientation to make a case for safety Questions 41 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 42 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You keep hearing from people in your section that they are burned out and that the organization is overly demanding. Your supervisor is under pressure and has started shifting work from those who complain to others. Your workload is sizeable. but now you have been asked to do more. Response Alternatives A) Accept the increased responsibilities as others have done B) Take up the situation with your supervisor’s manager because you disagree how things are being handled C) Gather the people who have received extra work to inquire about their feelings concerning what is going on D) Go to your supervisor to resist the increase in your workload E) Meet with your supervisor to raise your concerns about staff attitudes and explore how to improve things Questions 43. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 44.

The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 148 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC An employee new to your division is having difficulty figuring out a project that was assigned to her by the supervisor. She calls to ask your help urgently as the supervisor is away and the work is due when he returns tomorrow. Your workload is heavy and the timing is awkward for you. Response Alternatives A) Question why the employee waited until now to ask for help B) Tell her to bring the work over later in the day when your schedule permits C) Suggest she find someone to help her who is less busy than you D) Say she should track down the supervisor to get help E) Drop your work, help her and be sure to let the supervisor know what you did Questions 45 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 46 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Information coming to you and your colleagues from another department is poorly prepared and sometimes late. Some colleagues have complained to the originating department but no improvements have occurred. You need the next batch of information from the other department for a quarterly report to management. Response Alternatives A) Go to the other department’s supervisor and make your case to her B) Get your supervisor to intervene with the other department’s supervisor and request improvements C) Because your colleagues had no impact when broaching problems before, forget about trying to improve things and work with what you receive D) Go to the people making the errors on your own, and urge them to improve E) Organize a team meeting between both departments to discuss the situation Questions 47 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 48

. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 149 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You are aware that a colleague is having personal problems which are causing depression and a decline in her performance. Other colleagues are trying to help, but with little effect and slippage in their own output. The year-end is approaching and everyone needs to perform well to get through it. Response Alternatives A) Try to counsel your co-worker about her problems and get her back on track B) Tell your co-worker she appears to need help and offer to make an appointment with personnel for her if she wishes C) Recommend to your colleagues to stay out of the situation so their work does not suffer. D) Do your own work and avoid personal problems at the office E) Urge your supervisor to get involved to ensure the group’s performance keeps up with demands Questions 49 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 50 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You learn that a systems problem in another unit is threatening their ability to produce information for a senior management meeting. Your supervisor and the supervisor of the other unit have a difficult relationship and seldom communicate. The meeting is important for the organization’s future direction. Response Alternatives A) Bring the supervisors together and point out the organization’s broader needs B) Offer your assistance to the other supervisor C) Send an email to colleagues you know in both units to encourage cooperation D) Go to your supervisor and encourage him to approach the other supervisor because of the situation E) Go to the other supervisor and urge him to approach your supervisor for help Questions 51 . The most effective response to this situation would be: (7) A) _____ B) _____ C) _____ D) _____ E) _____ 52.

The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 150 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC A staff member in your office is recruiting a sports team to compete against teams from other parts of the organization. Staff in the office vary greatly in age and the gender mix is approximately even. Your colleague putting the team together is asking only younger people to participate, all from the same gender. Response Alternatives A) Let the person assembling the team be responsible for who to include B) Put an item about team demographics on the agenda of the next office meeting C) Talk to other employees about their feelings concerning the team D) Ask the person assembling the team if you can co-direct it to ensure inclusiveness E) Recommend to the person assembling the team that anyone in the office should be allowed to participate Questions 53 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 54 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You are organizing a holiday celebration for your branch. It is an annual event and money is collected from everyone to pay for food and entertainment. Two staff members do not want to participate, which has never happened before. Response Alternatives A) Make contributing mandatory as everyone is invited to attend B) Ask colleagues to talk with the two individuals and urge them to join in C) Recognize that attending should be optional now that the issue has come up D) Make an extra effort yourself to persuade the two staff members to participate E) Tell the two staff members they are letting people down by not coming to the celebration Questions 55. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 56. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____

Suite 102 T: (613) 567-9229 E: [email protected] 151 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC An employee in your section who works for the supervisor has access to staff records. Policy requires that the information be kept confidential. You learn that the employee has mentioned details about a staff member’s personal problems to others in the section. Response Alternatives A) Go to your supervisor about what you have found out B) Avoid the situation as it does not concern you C) Tell the employee who works for the supervisor to keep your records confidential D) Tell the employee about whom information was divulged what has happened E) See how widespread the information is before deciding what to do Questions 57 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 58. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your supervisor is required to conduct a quarterly review with every employee in the unit. This is a time-consuming process to prepare for and carry out, and reviews are often delayed because of his overall work responsibilities. The last review for you and other employees is overdue and people are unhappy. Response Alternatives A) Talk to other supervisors yourself about how they manage the review process B) Go to your supervisor and ask to set a date for your review C) Meet with an executive you know to request that the review policy be enforced D) Canvass other employees to discuss what can be done E) Await your review and keep working, as you are no worse off than others Questions 59 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 60 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 152

404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC Your organization has agreed to relax standards of dress one day a week. The advisory memorandum requests staff to dress in a “business casual” style. Several employees in your office have started to wear jeans and running shoes on these days, and clients who visit see them in this attire. Response Alternatives A) Tell your supervisor that the term “business casual” needs to be defined and promoted B) Suggest to employees who may be seen by customers that they should dress better C) Set a good example yourself to prompt others to follow D) Recommend to the supervisor that clients not be invited to visit on casual dress days E) Put the issue on the agenda for the next office meeting, and draft a dress code to present there Questions 61. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 62 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ A co-worker you cooperate with on projects is a capable researcher but continually adds new information right before deadlines. Your work together has received good responses from supervisors and management, though you find her style of operating unsettling. A new project has just been assigned to the two of you. Response Alternatives A) Ask your supervisor to be reassigned to develop professionally by working with others B) Ask your supervisor to reassign your co-worker and bring in someone you are more compatible with C) Use the new project to discuss with your co-worker mutual changes to improve your cooperation D) Set up a meeting with your supervisor and co-worker to set rules governing project work E) Inform your co-worker that she needs to finish her research earlier on projects you do jointly Questions 63 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 64. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 153

404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You work in a small office where staff have personal workstations. On several occasions you have noticed one staff member at the computer in cubicles other than her own. When she sees you she always leaves where she is and returns to her own location. Response Alternatives A) Ask other employees whether anyone has been tampering with their computer B) Tell the employee that you have seen her in other work stations and to stay out of yours C) Tell your supervisor about the behaviour of the employee in question D) Change the password on your computer to secure your information E) Tell your supervisor that he needs to advise staff to change their computer password and to secure their personal effects Questions 65 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 66 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ An employee you work with is able and outgoing. He is involved in charitable causes for the organization and several outside work as well. He repeatedly seeks donations and sells tickets for the causes he supports, and staff are finding this oppressive. Response Alternatives A) Overlook the interruptions as the causes seem worthy, but limit your giving to what you can afford B) Tell your supervisor to stop these intrusions which bother you and everyone else C) Keep turning the person down in the hope he will stay away D) Ask a few employees to join you in asking the individual to curb his solicitations on behalf of personal causes E) Make the employee aware of the effect his actions are having on his reputation and the atmosphere in the office Questions 67. The most effective response to this situation would be: (8) A) _____ B) _____ C) _____ D) _____ E) _____ 68 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 154

404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC Your supervisor selects staff to attend training courses provided by the organization for professional development. Course completions are noted on personnel files and contribute to decisions about promotion. Another course has been publicized, but with no details on who will be participating. Response Alternatives A) Meet with your supervisor to indicate your interest in career advancement and your desire to go on the course B) Research the course and make a case to your supervisor why you should attend C) Wait until the list of attendees is known before taking action D) Talk to others in your group to see whether they have been selected to attend E) Call the course provider to find out details about selection Questions 69 . The most effective response to this situation would be: (9) A) _____ B) _____ C) _____ D) _____ E) _____ 70. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You work at headquarters in the client service unit of a new organization operating across the country. Because of different time zones, some callers have access to staff only for a limited period daily. Callers have started complaining about the hours they can reach you. Response Alternatives A) Alter your hours of work occasionally to be more available to clients B) Remind clients they can use voice mail and that you will call back as soon as possible C) Document complaints, and raise the issue of client accessibility at the unit’s monthly meeting D) Find out what colleagues are experiencing with clients E) Go to your supervisor for advice on handling client complaints Questions 71 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 72 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 155 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] ©

SCESE FSECC When you have technical problems the support group in your branch usually responds effectively. Three individuals comprise tech support, but it seems to you that two of them provide most of the service. Calling about a current technical failure you reach the third individual for the first time in months. Response Alternatives A) Ask for one of the people you usually deal with B) Explain your problem and request assistance C) Inquire why the person you have reached is seldom available D) Hang up and call back later to get one of the people you know better E) Ask the person you have reached to come over with one of the other technical staff to look at the problem Questions 73. The most effective response to this situation would be: (10) A) _____ B) _____ C) _____ D) _____ E) _____ 74 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Your section has a combined photocopy and lunch room which is busy all the time. Posted notices explain that staff are to keep things in order in both areas. To your knowledge, one long-serving employee never fills the copier with paper or cleans up after eating. Response Alternatives A) Point out the notices and ask the employee to follow the rules B) Tell your supervisor about the employee’s conduct C) Show the employee how to service the copier, and ask him to clean up after himself D) Suggest a system of fines be developed for people who do not clean up after themselves E) Propose a rotating duty roster so everyone gets involved in keeping the facility functional and clean Questions 75 . The most effective response to this situation would be: (11) A) _____ B) _____ C) _____ D) _____ E) _____ 76. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 156 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC

One colleague in your section is frequently on a cell phone, making and receiving personal calls at her desk and as she walks around. The calls are distracting and put her behind in her work. You sometimes have clients come to your office who are exposed to this behaviour. Response Alternatives A) Ask her to turn her cell phone off at work B) Use the boardroom when clients come to meet you C) Go to your supervisor and request that she deal with the employee D) Put this issue on the agenda of a section meeting E) Tell the employee that personal conversations have no place in the office Questions 77 . The most effective response to this situation would be: (12) A) _____ B) _____ C) _____ D) _____ E) _____ 78 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You see a newspaper story reporting that your office building is an unhealthy work environment. Anonymous staff comments appear in the story, but the writer indicates that no one representing your organization will return calls about the situation. Your supervisor has worked in the building for years. Response Alternatives A) Call your organization’s public affairs office for more information B) Ask your supervisor to investigate the allegations and inform you and other staff whether they are true C) Try to find out who the anonymous staff members are and what they know D) Go to the property management section to obtain a written statement on the building’s condition E) Start a petition to the head of the organization for a response to employees concerns about the environment Questions 79 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 80 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 157 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC One of your new colleagues has used unacceptable language and told inappropriate jokes since joining the branch. The age, gender and cultural make

up of the branch is diverse, and the new individual is alienating people. Your supervisor has ignored the person’s actions so far. Response Alternatives A) Take your supervisor aside and suggest that she needs to act to address the new person’s behaviour B) Go to the person yourself and outline the impact his conduct is having on staff C) Voice your disapproval publicly the next time the person acts inappropriately D) Ask your supervisor to look into sensitivity training for the person E) Avoid the person and tell others to do likewise Questions 81. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 82 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ One of your colleagues continually takes home office supplies for his children to use at school. The quantities are not large, but occasionally supplies which staff need for work are not available. The individual does not try to hide what he is doing. Response Alternatives A) Tell colleagues that they need to complain to the supervisor when they cannot find supplies B) Let the colleague know that you disapprove of his actions C) Stock up on supplies you need when shipments come in, and tell your supervisor why you are doing this D) Inform security about what is going on E) Disregard the issue as it is not worth getting involved Questions 83 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 84. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 158 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC A colleague talks non-stop and repeats examples about how the organization was better in the past. He and the supervisor began working together when your unit was established. The individual has been paired with you by your supervisor to do a new project that will require some time to complete. Response Alternatives

A) Try to focus on the project and learn from your colleague’s examples B) Suggest to your supervisor to give the project to you and someone newer in the organization to get a fresh perspective C) Decline to work with this individual on the project D) Explain your misgivings about working with this colleague to your supervisor E) Tell the supervisor this pairing will work only if he is involved on the project Questions 85. The most effective response to this situation would be: (13) A) _____ B) _____ C) _____ D) _____ E) _____ 86. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ One of your colleagues has begun to overpower people with the strong scent he is using. He always holds meetings in his small office because he has difficulty moving around but does not like to admit this. You have allergies and often find the situation overwhelming. Response Alternatives A) Tell the colleague how you are reacting and ask is he could change to accommodate your needs B) Consider his sensitivities and avoid discussing the issues with him or working with him for any length of time C) Promote the idea of holding meetings in a boardroom from now on D) Lobby for the introduction of a policy against the use of scent, as done in hospitals for health reasons E) Ask a co-worker close to the colleague to persuade him of the need to alter his habits Questions 87. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 88. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 159 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC Your branch has agreed to open a storefront office to become more visible to clients. Staffing the new office will require employees to dress differently, keep specific hours, and move. Employees are squabbling about the change, and the storefront could open behind schedule. Response Alternatives

A) Recommend creating a team empowered to take all decisions about the store-front operation B) Suggest to your supervisor that she should make the final decisions about the store-front operation C) Ask your supervisor about transferring to the store-front to further your career D) Stay out of the disputes and offer to do what suits you best E) Ask to have a staff meeting, and develop a plan for job-sharing in the store-front so everyone is treated the same Questions 89. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 90 . The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ A training session is in progress for your organization which you and several other employees were selected to attend. Two employees keep disrupting the session with negative remarks aloud and whispered conversations. The presenter and other employees at the session are frustrated and losing focus. Response Alternatives A) Wait until a break, then ask the presenter to control the group better B) Take the presenter aside and recommend re-seating everyone so the two employees can be separated C) Tell the two employees directly at the session that they are undermining the effectiveness of the training D) Call your supervisor about what is going on E) Ask a senior colleague at the session to talk to the two employees about their behaviour at lunch time Questions 91 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 92. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 160 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC A co-worker occasionally brings her young child to work for the day when the supervisor is away. You are not aware of any rules covering this type of conduct, but you have not seen other employees bring children to the office during work hours. The child is generally well behaved but does wander into offices by himself. Response Alternatives

A) Mention these occurrences to your supervisor when she returns B) Reason with the child to ask him to stay in his mother’s office C) Close your door and avoid the situation so you can work and not upset anyone D) Ask your coworker to keep better control of the child E) Tell your co-worker that you think what she is doing is inappropriate and should be cleared with the supervisor Questions 93. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 94. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You and a co-worker just completed a project, and have been asked by your supervisor to present it to management. Your coworker is highly qualified but has a heavy accent, making him difficult to understand at times. The meeting is next week and the audience is a large, important one. Response Alternatives A) Take over the role of presenter to ensure success and avoid embarrassment for everyone B) Ask your co-worker if he is comfortable doing the presentation with you to the group C) Point out to your supervisor the potential pitfalls with the presentation, and the risk for his, your and the co-worker’s reputation D) Carry out the presentation as assigned by your supervisor E) Plan to assist your co-worker during his part of the presentation, and tell him you are ready to step in when needed Questions 95. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 96. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 161 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC You work in an open office with other colleagues. One individual eats and drinks at his desk throughout the day, and leaves dishes and garbage in full view without cleaning up. Signs in the lunchroom say food should be consumed there, not in the office. Response Alternatives

A) Ask others their opinion on the situation before taking action B) Clean up the employee’s desk while he sits there to make your point about his habits C) Point out the sign when he is next in the lunch-room with you, and ask him to abide by the rules D) Get you supervisor to speak to the employee about his habits E) Go about your work, keeping your surroundings clean as an example to the employee Questions 97. The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 98. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ You have heard a rumour that a colleague in your division is about to be promoted. The organization’s promotion process is under review because of appeals of past decisions. Now a notice is posted, signed by your supervisor, announcing the colleague’s promotion. Response Alternatives A) Tell other employees about what has happened and suggest that you want to approach management for clarification on their behalf B) Congratulate your colleague, as problems with the promotion system are not her fault C) Got to your supervisor to request details on how the current promotion process is operating D) Go to senior management to question the promotion while the process is under review E) Ask to meet with the supervisor and employee together to express your concerns about how promotions are taking place Questions 99 . The most effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ 100. The least effective response to this situation would be: A) _____ B) _____ C) _____ D) _____ E) _____ Suite 102 T: (613) 567-9229 E: [email protected] 162 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC Answers and Competencies Tested for Sample SJT Test #2 Question Answer Competency Tested 1. Most Effective B Teamwork / cooperation 2. Least Effective E Judgement 3. Most Effective A Interpersonal 4. Least Effective C Judgement 5. Most Effective B Interpersonal 6. Least Effective A Judgement 7. Most Effective B

Teamwork / cooperation 8. Least Effective A Judgement 9. Most Effective B Teamwork / cooperation 10. Least Effective A Judgement 11. Most Effective D Teamwork / cooperation 12. Least Effective C Judgement 13. Most Effective E Interpersonal 14. Least Effective B Judgement 15. Most Effective D Teamwork / cooperation 16. Least Effective A Judgement 17. Most Effective C Interpersonal 18. Least Effective E Judgement 19. Most Effective B Teamwork / cooperation 20. Least Effective C Judgement 21. Most Effective A Interpersonal 22. Least Effective C Judgement 23. Most Effective A Teamwork / cooperation 24. Least Effective C Judgement Suite 102 T: (613) 567-9229 E: [email protected] 163 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC

Question Answer Competency Tested 25. Most Effective B Teamwork / cooperation 26. Least Effective A Judgement 27. Most Effective C Teamwork / cooperation 28. Least Effective B Judgement 29. Most Effective C Teamwork / cooperation 30. Least Effective B Judgement 31. Most Effective C Interpersonal 32. Least Effective A Judgement 33. Most Effective A Teamwork / cooperation 34. Least Effective C Judgement 35. Most Effective E Teamwork / cooperation 36. Least Effective D Judgement 37. Most Effective B Teamwork / cooperation 38. Least Effective A Judgement 39. Most Effective A Teamwork / cooperation 40. Least Effective B Judgement 41. Most Effective A Teamwork / cooperation 42. Least Effective C Judgement 43. Most Effective E Teamwork / cooperation 44. Least Effective B Judgement 45. Most Effective B Interpersonal 46. Least Effective E Judgement 47. Most Effective B Teamwork / cooperation 48. Least Effective C Judgement 49. Most Effective E Teamwork / cooperation 50. Least Effective D Judgement Suite 102 T: (613) 567-9229 E: [email protected] 164 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC

Question Answer Competency Tested 51. Most Effective D Teamwork / cooperation 52. Least Effective B Judgement 53. Most Effective E Interpersonal 54. Least Effective B Judgement 55. Most Effective C Interpersonal 56. Least Effective A Judgement 57. Most Effective A Teamwork / cooperation 58. Least Effective D Judgement 59. Most Effective B Interpersonal 60. Least Effective C Judgement 61. Most Effective A Teamwork / cooperation 62. Least Effective B Judgement 63. Most Effective C Interpersonal 64. Least Effective E Judgement 65. Most Effective C Teamwork / cooperation 66. Least Effective A Judgement 67. Most Effective E Interpersonal 68. Least Effective B Judgement 69. Most Effective B Teamwork / cooperation 70. Least Effective E Judgement 71. Most Effective C Teamwork / cooperation 72. Least Effective B Judgement 73. Most Effective B Interpersonal 74. Least Effective C Judgement 75. Most Effective C Teamwork / cooperation 76. Least Effective D Judgement Suite 102 T: (613) 567-9229 E: [email protected] 165 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC

Question Answer Competency Tested 77. Most Effective A Interpersonal 78. Least Effective E Judgement 79. Most Effective B Teamwork / cooperation 80. Least Effective E Judgement 81. Most Effective A Teamwork / cooperation 82. Least Effective C Judgement 83. Most Effective B Interpersonal 84. Least Effective C Judgement 85. Most Effective D Teamwork / cooperation 86. Least Effective C Judgement 87. Most Effective A Interpersonal 88. Least Effective B Judgement 89. Most Effective A Teamwork / cooperation 90. Least Effective B Judgement 91. Most Effective A Teamwork / cooperation 92. Least Effective C Judgement 93. Most Effective E Interpersonal 94. Least Effective C Judgement 95. Most Effective D Interpersonal 96. Least Effective A Judgement 97. Most Effective C Interpersonal 98. Least Effective B Judgement 99. Most Effective C Interpersonal 100. Least Effective D Judgement Suite 102 T: (613) 567-9229 E: [email protected] 166 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC

SECTION VIII – WRITTEN COMMUNICATION TEST (WCT)

Introduction Communication skills testing by the government over the past 20 plus years has involved two tests. The Written Communication Test (WCT) was used from the 1970s to 2000, and was reinstated in Spring 2005. The Written Communication Proficiency Test (WCPT), discussed elsewhere in this Study Kit, was used from 2001 onward for certain positions open in national Post-Secondary recruitment campaigns, and in some internal promotion exercises. The WCT is a summary writing exercise; the WCPT is a multiple-choice language usage and editing test. The WCT has been revived because it actually tests whether candidates can analyze a text and can write a solid, government-style summary under pressure of time. This is a useful skill in many officer-level government jobs, although somewhat less necessary with the advent of web information over hard copy documents. This section of the Study Kit focuses exclusively on the reintroduced WCT – an exercise to test the ability of candidates to write a summary in the government style. Suite 102 T: (613) 567-9229 E: [email protected] 167 404 Laurier East F: (613) 567-9098 E: [email protected] Ottawa, Ontario K1N 6R2 E: [email protected] © SCESE FSECC

i. Communication Skills Testing – Past WCT Exercise The description of the WCT for previous government competitions is included below for comparison with the outline for the “new” WCT which follows in sequence. A sampling of past WCT topics are also included along with the typical format of past tests. Written Communication Test (WCT) Instructions: Post-Secondary Recruitment Campaigns from the 1970s to 2000 The Written Communication Test assesses your ability to communicate in

writing. You will be given a text o

f about

2000 words and requested to summarize it in approximately 450 words. During the 90 minutes allowed for this test, you may prepare a

rough draft of your summary, but you must submit a final copy. Budget your time when making a rough draft or an outline of your summary

to leave enough time to make a final copy. Your text summary will be scored on the basis of grammar, spelling, punctuation, style

and content coverage. You can prepare for this test by summarizing a text and reviewing your product for error in spelling,

punctuation and grammar, as well as for style and content coverage

. Written Communicatio n Test: Past Topics

Articles were historical overviews of policy development:

• The Importance of Public

Transportation (1997 & 2004) • Regional Development in Canada (1995 & 1996) • Copyright Law (1994 & 1998) • Evolution of the Canadian

Health Care System (1991 & 1992) Typical format was: - 3½page text, singlespaced - 15 to 17 paragraphs - 115 to 125 lines at 13 to 15 words per

line - 1900 to 2100 words to be reduced to 450 words, in 90 minutes N.B. Candidates are typically provided with: 5 sheets of

lined paper, stapled together, on which to write their summary; one piece of scrap paper to use for planning. All paper given out is collected at

the end of the WCT test. Suite 102 T: (613) 567-9229 E: info@foreignservice examprep.com

168 404 Laurier East F: (613) 567-9098 E: info@postsecondaryrecruitmen

texamprep.com Ottawa, Ontario K1N 6R2 E: info@publicservicee xamprep.com © SCESE FSECC

Suite 102 T: (613) 567-9229 E: info@foreignservice examprep.com

169 FSECC

ii. Communica tion Skills

Testing – Current WCT Exercise The current WCT is simply a reinstatement of the same exercise as

used in the past: writing a summary in the government style. The government’s test instructions off

their website are included in the following, and then we have provided comprehensive instructions on how to improve your WCT

performance. There are two sample texts to summarize followed by respective sample summaries. Finally, we have included a sample

of a well-written government summary about foreign policy which you can benefit from reviewing.

iii. Public Service Commissio n Web Page Insertion The following description is

taken from the Public Service Commission of Canada’s Website www.jobs.gc.ca. It is imported here to show you their current instructions about

the WCT, and serve as a preface to our tips and sample exercises intended to improve your summary writing performance on test day.

404 Laurier East F: (613) 567-9098 E: info@postsecondaryrecruitmen texamprep.com Ottawa, Ontario K1N 6R2 E: info@publicservicee xamprep.com © SCESE

Suite 102 T: (613) 567-9229 E: info@foreignservice examprep.com

170 FSECC

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Written Communica tion Test (WCT-347)

(Post-Secondary Recruitment Campaign, Spring 2005) Use The purpose of the Written Communication Test (WCT) is to assess an

individual's ability to write in a clear and concise manner. It can be used to assess individual contributors, managers, or leaders

whose position requires them to write clear and concise letters, memos, reports, etc. The test can be used to assist managers in making selection

decisions, identifying training and development needs, establishing organizational training needs, and counseling

for career transitions.

Description In the Written Communication Test, individuals read a text of approximately 2,000 words.

They then prepare a summary of approximately 450 words which covers the major points contained in the text. The summary must be

written in a formal narrative style; a pointform outline is NOT acceptable. You are expected to provide an accurate, clear and concise

report of the text. The summary is to be written in your own words. The scoring takes into consideration: •

mechanics of writing

(grammar, spelling and punctuation) •

content •

style (structure, usage and conciseness) The test takes 1 1

/ 2

hours to write or approximately 1 3

/ 4

hours including administrative time. Managers

set the cut-off score based 404 Laurier East F: (613) 567-9098 E: info@postsecondaryrecruitmen texamprep.com Ottawa, Ontario K1N 6R2 E: info@publicservicee xamprep.com ©

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