Assessment Methods:
Sample Behavioural Anchored Rating Scale

Sample: 5 Level Customer Service Information Officer

Competencies Being Assessed

Communication: Ability to communicate, both orally and in writing, by providing and obtaining information, effectively, clearly, correctly, concisely, completely, logically, in a timely manner, and at an appropriate level and format, while maintaining confidentiality.

Service Orientation implies a desire to identify and serve customers/clients, who may include the public, colleagues, partners (e.g. educational institutes, non-government organizations, etc.), co-workers, peers, branches, ministries/agencies and other government organizations. It means focusing one's efforts on discovering and meeting the needs of the customer/client.

5 (Pass) Superior

Not only the adequate or “must do” behaviours, but also …

• Did not interrupt the client

• Took notes but maintained interest and eye contact

• Asked probing questions to ensure understanding

• Remained patient when the client struggled with the language.

• Paraphrased the client’s statements to ensure understanding.

• Reflected the client’s thoughts for verification.

• Provided complete and clear information / service given the problem.

• Offered specific referrals (names, addresses, phone numbers) on client’s other problems

4 (Pass) Full Performance

Not only the adequate or “must do” behaviours listed but also any four of those noted above under superior behaviours.

3 (Pass) Adequate

The applicant must exhibit all these behaviours to pass …

• Showed empathy for the client’s problems.

• Took notes.

• Obtained the required information.

• Provided adequate information / service for a problem resolution.

2 (Fail)  Ineffective

The applicant fails if he or she exhibits any of the following plausible but inappropriate behaviours …

• Displayed boredom or lack of empathy.

• Took no notes of the client’s information.

• Failed to obtain accurate or complete information.

• Provided inappropriate information or service given the problem.

The applicant also fails if he or she exhibits any four of the following unacceptable behaviours …

• Interrupted the client.

• Did not prompt for further understanding.

• Ignore the client while taking notes.

• Displayed impatience when the client struggled with language.

• Did not ask for verification of his (the officer’s own) understanding.

• Completely misinterpreted the problem.

• Asked the client to go away and come back with an assistant to translated.

• Referred the client to the supervisor.

• Did not try to help on the client’s other problems.

0 (Fail)  Counter-Productive

The applicant rates a ‘0’ if he or she exhibits all of the above-listed plausible but inappropriate behaviours …

The applicant also rates a ‘0’  if he or she exhibits any five or more of the above-listed unacceptable behaviours …