Sjt help

[Slinky252]

Hi all, just wanted to know your thoughts on something, I know these tests are based around safety critical and correct behaviour and customer service. But I am puzzled on something. Firstly when you get asked a question such as a customer approaching you on a platform with some problem such as trains cancelled and which train is faster for me to get, or something like that. Is your response best to be by way of the information desk or something else like phone the information office. Reason I ask this is because I know they are very customer service proud but there are information desks for customers and they will no doubt have the correct info, is that the sort of response they are looking for ? Secondly if you have a question such as there is somebody on the track up ahead , but importantly it does not tell you within the question how far away they are in relation to the train. I understand the best answer to be is to hit the safety break and inform control is better than bringing the train to safe stop and inform control. The first answer could injure passengers but is deemed the correct response. But the second response is wrong and In my opinion could be the best outcome because there would be no injuries to passengers who are possibly thrown around the Train and also you have not hit the person on the track. I can’t get my head around these two types of questions. Hope this makes sense.

 

[Grafter1900]

Hi all, just wanted to know your thoughts on something, I know these tests are based around safety critical and correct behaviour and customer service. But I am puzzled on something. Firstly when you get asked a question such as a customer approaching you on a platform with some problem such as trains cancelled and which train is faster for me to get, or something like that. Is your response best to be by way of the information desk or something else like phone the information office. Reason I ask this is because I know they are very customer service proud but there are information desks for customers and they will no doubt have the correct info, is that the sort of response they are looking for ? Secondly if you have a question such as there is somebody on the track up ahead , but importantly it does not tell you within the question how far away they are in relation to the train. I understand the best answer to be is to hit the safety break and inform control is better than bringing the train to safe stop and inform control. The first answer could injure passengers but is deemed the correct response. But the second response is wrong and In my opinion could be the best outcome because there would be no injuries to passengers who are possibly thrown around the Train and also you have not hit the person on the track. I can’t get my head around these two types of questions. Hope this makes sense.

Answer what you think is the best answer, dont overthink it too much. I remember doing that exercise back in 2018 and passed, it was straightforward, I just went with the answer I thought was best and put myself in that situation.

 

[Stigy]

It's one of those assessments where it's very easy to overthink what you should select, and also very easy to tell them what you think they want to hear. In reality, they're designed to assess your decision making ability, whilst at the same time asking the same question in a number of different ways sometimes (to make sure you're not just telling them what you think they want to hear...). It's best to just be honest and tell them what you would do. If there's no safety critical angle on a question and they ask you a customer service related question, it makes sense to select the best answer to give the best possible customer service. If there's safety involved as well as customer service in a given question, then safety should really take precedence.

 

[Slinky252]

Answer what you think is the best answer, dont overthink it too much. I remember doing that exercise back in 2018 and passed, it was straightforward, I just went with the answer I thought was best and put myself in that situation.

Thank you for your response.

 

[Slinky252]

It's one of those assessments where it's very easy to overthink what you should select, and also very easy to tell them what you think they want to hear. In reality, they're designed to assess your decision making ability, whilst at the same time asking the same question in a number of different ways sometimes (to make sure you're not just telling them what you think they want to hear...). It's best to just be honest and tell them what you would do. If there's no safety critical angle on a question and they ask you a customer service related question, it makes sense to select the best answer to give the best possible customer service. If there's safety involved as well as customer service in a given question, then safety should really take precedence.

Thank you for your response much appreciated.