Assessment Methods:
Creating Situational Interview Questions and Rating Scales

Sample - Information Officer

Competency Being Assessed:

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, using active listening skills and maintaining confidentiality.

Situation or Problem:

A client walked into a program office. English was not his first language. He had a strong accent and had great difficulty finding the right English words to use. He had a lot of questions about being a tenant, but also seemed to have a lot of personal and financial problems not specifically related to his tenancy difficulties. He spoke very quickly, and there seemed not logic to the sequence of what he was saying.

Plausible Behaviours:

The Information Officer did not cut the man off. Gently but persistently reflected his comments and asked questions which focused on the tenancy part of the problem. Took notes and summarized the information – including notes on issues unrelated to tenancy part of the problem. Reflected the summary back to the client and asked if it was accurate and made sense to him. Client agreed and an exchange of information proceeded which enabled the client to assess his options and make informed decisions. Referred client to other appropriate offices in the community where client could receive both information and assistance.
Superior Because: Facilitated two-way communications process without offending or embarrassing the client; zeroed in on the tenancy problem and information required; and initiated a referral to help the client with other related programs.

Sample 5 Level Rating Scale

Situational Interview Question:

In the job for which you have applied, one of the duties is interviewing individuals to identify their needs and then providing information to enable them to resolve their own problems. For various reasons, some of our clients are difficult to understand. In this scenario, a client has a strong accent and has great difficulty finding the right English words to use. He speaks very quickly and there does not seem to be any logic to sequence of what he was saying. He has lots of questions but also seems to have a lot of personal and financial questions that are not specifically related to his tenancy difficulties.

What would you do?

Behavioural Follow-up Question (if to be used):