SHL Situational judgement

Situational Judgement (Behaviour at Work) · Examples with explanations

Example 3 / 3

Situational judgement

You work as a waiter in a busy lunch café with a large terrace. In summer the café does not take bookings for the terrace; the owner, Mirjam, decided this last year after complaints from guests. Tables inside can be booked. A regular guest phones and asks you to keep a terrace table free for a group of six at one o'clock. It is quarter past twelve and the terrace is already almost full.

Rate each response: is it less effective or more effective?

Keep a terrace table free for the regular guest anyway, and tell him it really is a one-off.

Explain that the terrace is first come, first served, but that you could reserve a table for six inside.

Tell the guest you will see what you can do, and hope that a table on the terrace comes free around one.

Be honest about how full the terrace already is, so the guest can decide when the group should come along.

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