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Unhappy parents - potentially damage company reputation
Liaised with supplier/kept communication channels open with school/parents to advise what was being done
Negotiated complete replacement of products
Positive outcome for business/customer service/happy parents

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S - volunteering for Barnardo’s shop.
T - had to sort through and order stock that came into the store as a team.
A - I delegated the tasks to ensure everyone had and role and the jobs got completed.
R - tasks were finished on time and we were praised for our work. we were invited back to volunteer again.

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As project manager I had to create a project plan, I spoke to all staff, created a briefing note. I communicated verbally a schedule and put up a poster.  Over the months I kept everyone informed both with meetings and newsletters. The result was a change in the structure and backlog of work successfully reduced.

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Problem Solving

I was the assistant leader of a kids holiday club and the leader (who had all the activities and resources) got stuck in traffic. There were 20 children waiting for something to begin and but we had nothing planned and no resources. I had to think on my feet and find interesting activities to occupy the group without any resources. I quickly gathered together the other leaders and asked them about their interests and if anyone was able to lead an activity. It turned out one member of the team was into boxing and had his boxing gloves with him and another member was an aerobics teacher. Within minutes we had a boxing demonstration going on where the kids could have a go and some group aerobics to get everyone energised. We received excellent feedback from both the parents and the young people about the camp and no one realised anything had gone wrong. What I learnt from this experience was to make the most of the strengths of each person in the team rather than try to do it all myself and to always have a back up plan, just in case. It also gave me the confidence to know that I can think on my feet.

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S: Different Team short staffed due to sickness and absences during busy period.

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S: Different Team short staffed due to sickness and absences during busy period.

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T: I needed to make sure that my team had enough knowledge to help the other team during this busy period to ensure students could successfully enrol onto their courses.
A: I organised my team to have a training session and wrote up a process guide for us to use to help with queries.
R: The overall result was that the team functioned through the busy time despite staff absence. My team and the whole area learnt new skills and took responsibility for certain bits of work. Now able to cover different areas and work together which wasn’t possible before.

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S - Within current role, I deal with a lot of enquiries both face to face or via email.
T - For example, many people slate interested in membership types.
A - I always ensure that I effectively communicate giving concise and clear information with regards to membership types, prices, policies, etc and ensure all questions are answered and customer is happy with information received.
R - Customer can leave the centre having had all queries answered and an enjoyable experience meaning they will return again.

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S An student came into the office feeling unwell at around 4.45pm and wanting to directions to the walk in centre.

T Usually I would give the student directions and advice but I realised this student was visibly distressed.

A. I decided that I would take the student to the walk in centre and sit with them whilst they waited for the appointment, I then walked them back to campus and checked up on them the next day.

R. The student felt more at ease and calm being in the situation with someone who they knew. My managers praised me for the way in which I dealt with the situation and for staying with student past standard office hours.

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Communication
I attended a training course on Empowering Visually Impaired People a few years ago. We were supposed to work together with a number of visually impaired people for a week and complete a number of tasks with them. Personally, I was supposed to work with two different people. During this course, I did not only help the two people get to know each other, but also, I managed to help them complete all the tasks and activities safely throughout the week. I managed to communicate with them effectively.

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S: Large event happening at work. Colleague phoned in sick
T: They were covering delegate check in, important role. No one else to cover
A: Looked at staffing for the event, timings and other important tasks. Devised new rota to ensure reception covered at all times without compromising other tasks on the day. Relayed information to colleagues and asked for help to cover
R: The event ran without a hitch, despite largest ever attendance with over 200 delegates. Positive feedback received about registration process and success of the event overall from delegates and senior managers from company also attending, giving a good impression