Transcription
Hello there. I hope you are well. My name is Richard McMahon from the psychometric testing website howtobecome.com, and in this tutorial, I will teach you how to pass a situational judgment test. So, if you have to undertake a situational judgment test anytime soon, please make sure you watch this presentation from start to finish because I promise to help you pass it. And to achieve that goal, this is what I will cover during this tutorial.
So, I will give you an explanation of what a situational judgment test is and why they are used by employers. I will then give you some walk-through situational judgment test explanations to help increase your scores at the real test. I will then give you lots of situational judgment test questions for you to try live on the screen, and this is a great way to understand how the test works and also how to pass it. And I will then tell you how you can access further downloadable resources to help you pass your situational judgment test. So, lots of reasons why you should stay tuned.
To just very quickly, if you are new to the channel, please make sure you hit that subscribe button because then I can help you pass every test and interview you ever attend. And please just give the video a like because that tells me you find these tutorials useful. Thank you very much indeed.
So, what is a situational judgment test? Well, a situational judgment test is used to assess how you would deal with hypothetical or fictitious situations. Now, the situations you will be presented with are similar to those you would encounter in the workplace. Now, in the majority of situational judgment tests, you will be presented with a paragraph that outlines a situation at work, and you are then given four multiple-choice answer options. And it's your job to choose which one option is most applicable to how you would deal with the scenario. So, the employer is generally looking for you to deal with situations that are in line with their workplace values and their organizational culture, and it's important to remember that when you are preparing for your situational judgment test.
Now, of course, the best way to prepare for a situational judgment test is to carry out lots of practice questions under timed conditions, and that's exactly what we are going to do right now. So, let's now look at some example situational judgment test questions, and I will then get you to try some live on the screen. And as I mentioned previously, this is a great way to help you prepare for your real test.
Question number one: You are working in an office and you overhear a work colleague being verbally abusive to a co-worker. What would you do?
Answer option A: This is none of my business. I would ignore it and let the work colleagues sort it out amongst themselves. I have important tasks to finish.
Answer option B: I would join in with the abuse because, after all, a bit of banter never did anyone any harm and it's good for team morale.
Option C: I would step in and stop the abuse immediately, check the co-worker was okay, before reporting the incident to my manager because any form of abuse is unacceptable and should be stopped immediately.
Or answer option D: I would report the abuse to my manager so they could decide whether or not it needed to be tackled.
So, which option would you choose in a real situational judgment test? Well, answer option B is one of the worst. "I would join in with the abuse." Absolutely not. If you ticked that, that is 100% incorrect, and you shouldn't be working for their organization. Option A is bad. "This is none of my business. I would ignore it and just let it carry on." That's incorrect too. Now, answer option D is not the correct answer, but it's better than A or B. But the correct answer to situational judgment test question number one is C. "I would step in and stop the abuser straight away. I would check the co-worker was okay and then report the incident to my manager because any form of abuse is unacceptable and it should be stopped immediately." So, that would be the correct answer, C, to that question.
So, now it's your turn to try several situational judgment test questions. Please put your answers to questions two and three in the comments section below the video, and I will come on here each day and mark them for you. So, on the right-hand side, there is a timer. You have ten seconds to answer each question.
Question two: Situational judgment test question two. You are working on an important project when a co-worker who has just started work at the company approaches you to ask for advice on how to complete a specific task. What would you do?
Answer option A: Now, because they are new, tell them to find out how to complete the tasks themselves because, after all, you have to learn the hard way when you join the company.
Answer option B: Stop what you are doing and help them. If it means you have to put in extra time to get your own project finished, so be it. It's important to offer your support because you are part of the same team.
Answer option C: Tell them you are too busy, advise they speak to a different co-worker who might be able to assist them.
Or answer option D: Tell a co-worker you will help them, but they will have to come back another time once you have finished your project.
Put your answer in the comments section below the video to situational judgment test question number two. Is it A, B, C, or D? Here's your ten-second timer.
[Music]
Okay, brilliant. Well done. Try another one.
Situational judgment test question number three: A customer calls you to complain about the service they have received. They are angry about the situation and they start shouting at you. How would you deal with the situation?
Answer option A: Tell the customer that unless they stop shouting at you, you will not deal with their complaint. You have rights too, and you are not prepared to be spoken to in that manner.
Answer option B: Let the customer speak and listen to their concerns. You don't take what they say personally. Show empathy for the customer's situation and apologize quickly if the company is at fault. Tell the customer you would feel the same as them if the situation had happened to you before, before outlining what you will do to put things right.
Answer option C: Tell a customer you will pass on their complaint to your supervisor, and he or she will be in touch as soon as they are available, and then write down the details of the customer's complaint and their telephone contact number before passing on the information to your supervisor.
Or answer option D: Tell the customer you will just ask your supervisor to contact them as soon as possible. Take down their number and pass it on to your supervisor for them to deal with.
Put your answer A, B, C, or D in the comment section below the video for marking. Here's your timer.
Okay, brilliant. Well done. Now, as we progress, they will get harder, so it's important to stick with these. Let's now take a look at a different type of situational judgment test scenario.
Situational judgment test question four: Your manager walks into the office and asks for a volunteer to cover the work of a co-worker who has gone off sick. Now, the volunteer must do their own work in addition to their co-worker's work. What would you do in this situation?
Answer option A: Wait to see if anyone else volunteers first before putting my hand up.
Answer option B: Ask my manager if I will get paid for the extra duties. If they say yes, then I will volunteer.
Answer option C: Volunteer to do the work. Once I had received a brief from my manager, I would quickly learn my co-worker's responsibilities before prioritizing my tasks and then commencing work.
Or answer option D: I would not volunteer. I have enough on my plate without having to do someone else's work too.
So, which one would you choose? So, in my opinion, answer A is not the right one. "Wait to see if anyone else volunteers first." Employers don't want that type of employee. They want people to step up. "Ask my manager if I will get paid." Well, that demonstrates that you're not particularly a flexible or adaptable or supportive person. Answer option D. "I would not volunteer." Well, if you wouldn't volunteer, then I would suggest that most employers would not take you up. So, the correct answer is C. "Volunteer to do the work. Once I'd received a brief, I would learn my co-worker's responsibilities before prioritizing my tasks and then commencing work."
So, now it's your turn again to try several more situational judgment test questions. Please put your answers to questions five, six, and seven in the comments section below the video for marking. Thank you very much.
Question five: Situational judgment test question five. You turn up to work early one morning and notice the cleaner has not emptied the bins or cleaned the work surfaces. What would you do in this situation?
Answer option A: Inform my manager so they can speak to the cleaner's supervisor to complain.
Answer option B: Empty the bins myself and clean the work surfaces. I would then inform my manager so he or she could raise the issue with the cleaner's supervisor to make sure it does not happen again.
Answer option C: Try and contact the cleaner to let them know they need to come back and finish the job properly.
Or answer option D: I am not a cleaner, therefore this isn't my problem. I would simply start my working day as normal and get on with my tasks and responsibilities.
Please put your answer to situational judgment test question five in the comments section below the video. Here is your timer.
Brilliant. Well done. So, you are making fantastic progress. Try this one.
Question number six: The time is 4:55 PM on a Friday afternoon, and you are working in a store serving customers. You look up to see a queue of 15 customers waiting to be served, but there's only five minutes until closing time. What would you do?
Answer option A: Continue serving customers until 5 PM and then stop. Apologize to the customers you are unable to serve before shutting up shop and going home.
Answer option B: Ask my manager what I should do.
Answer option C: Continue serving customers up until 5 PM and then stop. Apologize to the customers you are unable to serve, but tell them to come back first thing in the morning, and you will serve them then.
Or answer option D: Carry on serving the customers, and once 5 PM arrives, close the store so no customers can enter, then finish off serving all the remaining customers until you are finished, even if it takes you past 5 PM.
Here's your 10-second timer.
Brilliant. And try question number seven.
Situational judgment test question number seven: Your manager asks you to complete a task you have never done before. The task is not included in your job description, and you have no idea how to complete it. What would you do?
Answer option A: Agree to do the task and find out myself how to complete it to the required standard. Now, although the task is not within my job description, I would see this as an opportunity to learn new skills.
Answer option B: Because the task is not within my job description, I would refuse to do it.
Answer option C: Ask my manager for guidance on how to complete the task. Even though it is not within my job description, I am happy to do it.
Or answer option D: Ask my manager if I will receive additional pay for the task that is not within my job description. If I am going to get paid, I will do it. If I am not going to receive any pay, then I don't see why I should do it.
Put your answer to situational judgment test question number seven in the comments section below the video. Here's your timer.
Okay, fantastic. You are making brilliant progress. Let's move up a different level. Situational judgment test. Let's now look at a different type of scenario.
Situational judgment test question eight: A co-worker tells you she is planning to take a week's sick leave when actually she is going on holiday. How would you respond?
Answer option A: Do nothing and pretend she hasn't told you. This is none of your business.
Answer option B: Advise your co-worker that being dishonest is likely to get her in trouble and urge her to be honest with your supervisor.
Answer option C: Tell her to have fun on her vacation. If she gets away with it, consider doing it yourself.
Or answer option D: Consult your other work colleagues to see what they think you should do in this situation because it's better to get a second opinion.
How would you answer this question? It says a lot about your values in the workplace. "Tell her to have fun on her vacation and if she gets away with it, do it yourself." Absolutely not. Also, D. "Consult your other work colleagues." No. And "Do nothing and pretend she hasn't told you" is just as bad. The correct answer is B. "Advise your co-worker that being dishonest is likely to get her into trouble and urge her to be honest with your supervisor."
So, now it's your turn again to try several more situational judgment test questions. Please put your answers to questions nine, ten, eleven, and twelve in the comments section below the video. Thank you very much. Here we go.
Situational judgment test question nine: You are working with a colleague on an important project. Now, you notice he's not putting in much effort and he shows a lack of enthusiasm. What would you do?
Answer option A: Talk to your colleague and explain this is a mutual project and you need his help to get it finished.
Answer option B: Put in extra effort yourself to make sure the project is finished on time. It's best to avoid confrontational situations at work.
Answer option C: Inform your team leader and ask them if they will speak to your colleague.
Or answer option D: Do nothing and carry on as normal. If the project doesn't get completed on time, it's your work colleague's fault and not yours.
Put your answer to situational judgment test question nine in the comments section below the video, please. Here's your timer.
Awesome.
Situational judgment test question number ten: You notice large amounts of company property have been going missing over the past few weeks. You see one of your work colleagues putting stationery and other company equipment into her bag. What would you do in this situation?
Answer option A: Watch your work colleague over the next few days to gather more evidence. You don't have enough evidence yet.
Answer option B: Don't do anything because if guilty, she will eventually be caught.
Answer option C: Tell your colleague to put the company property back and don't do it again. If she does, you will inform your supervisor.
Or D: Immediately inform your supervisor what you believe your work colleague has been doing.
Answer A, B, C, or D in the comments section below. Thank you very much. Here's a timer.
Okay. And question number eleven of our situational judgment test: You are seven days away from completing an important client project when a member of your team goes off sick. It will now be difficult to finish the project on time without them. Your supervisor is off on holiday. What would you do? It's a tricky one.
Answer option A: Carry on as normal. If the project doesn't get finished, it's not your fault.
Answer option B: Try to contact your supervisor on their holiday to ask them what they want you to do.
Answer option C: Assess the project to see what can be done to reallocate tasks to the remaining team members and put in extra hours if needed to get the project finished on time.
Or answer option D: Contact the client and tell them you will unfortunately have to extend the project finishing deadline.
Please put your answer in the comments section below the video. A, B, C, or D. Here's your timer.
Brilliant. So, as you can see, by practicing lots of situational judgment test questions, it really helps you to improve your scores. Here's question twelve for you.
You are working in an office when you overhear your work colleague Jane being rude to a customer. What would you do?
Speak to your work colleague in private and ask her why she was speaking to the customer in that way. Recommend she get some customer service skills training.
Answer option B: Do nothing. Customers can be difficult at times, and it's not surprising Jane has reacted that way.
Answer option C: Tell your manager about Jane's actions.
Or answer option D: Call the customer back yourself and apologize for the manner in which your colleague spoke to them. Explain to the customer she's just having a bad day.
A, B, C, or D. Which one is it? In the comments section below the video. Thank you very much.
Okay, brilliant stuff. Let's now make them a little bit harder, so we'll have a look at another situational judgment test scenario.
Situational judgment test question thirteen: You are a customer service agent for a training provider. Now, it comes to your attention that a customer has been sharing their online course access with a non-paying friend of theirs. What would you do? This is a difficult one.
Answer option A: Do nothing. If someone else gets access for free, good for them.
Answer option B: Deactivate the customer's account and give them fresh access. Politely inform the customer that any sharing of access is against company policy and their friend will have to register for their own account.
Answer option C: Berate the customer for breaking company policy. Tell them if it happens again, their access will be permanently revoked.
Or answer option D: Close down the customer's account and refund their payment. They may have been sharing their access with even more people.
Which answer option would you choose? Definitely not A. Definitely not doing nothing is not an option, and that's a poor attitude to have. "If someone else gets access, good for them." That's not helping the company. C. "You would never berate the customer." Even if the customer's wrong, you would not berate them. That's poor customer service. D. "Close down the account and refund them." Absolutely not. You are jumping to conclusions there that they may have been sharing the access with more people. So, the correct answer is B. "Deactivate the account and give them fresh access, and then politely inform them that any sharing is against policy and their friend can get access, but they'll have to register their own account."
So, now it's your turn again to try several more situational judgment test questions. Please put your answers to questions fourteen and fifteen in the comment section below the video. Thank you very much.
Question fourteen of our situational judgment test: You are helping a customer on the telephone. They are keen to buy a product from you. Now, you determine there are two products suitable for the customer's needs. However, one of the products is very expensive, and you don't really think the customer needs some of the features. What would you do? This is difficult.
Answer option A: Sell the customer the most expensive product. The more revenue you can generate for the company, the better.
Answer option B: Be honest and transparent with the customer about both products that are available and let them decide which one to buy.
Answer option C: Sell the customer the cheaper product to save the money.
Or D: Ask your supervisor for advice on what to do.
Here's your timer.
Well done. And question fifteen of our situational judgment test: You are dealing with a customer on the telephone. They are asking for a refund on a product they say was faulty. Now, upon investigation, you find no fault with the product. The customer is threatening to leave a negative review online unless you give them a refund. What would you do?
Answer option A: Tell the customer they are being dishonest and there is nothing wrong with the product. Refuse to refund the payment.
Answer option B: Politely inform the customer you are not able to give them a refund.
Answer option C: Ask your manager for advice on what to do. Explain that you believe it's in the best interest of the company to refund the customer.
Or D: Refund the customer.
Here's your 10-second timer.
Which one answer is the correct one? It's a tough one.
Brilliant. Fantastic. You are awesome. Now, of course, if you want to accelerate your learning even further and try more online situational judgment test questions to help pass your real test, click that link right now in the top right-hand corner of the video. Head through to my website howtobecome.com, and you can get instant access to my full situational judgment testing suite. You can literally have access within two minutes from now, and it's a great resource to help you pass your situational judgment test. Make sure you check that out.
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