Help me out with this job application please

[Canyouanswermyquestion]

Applying for a job, this is the 3rd time I have applied and keep getting through all the stages until i get asked this question. Can someone please help me?

It’s important in this role that you can communicate clearly to our clients. Please tell us about a time when you have changed your communication style to suit a particular situation. How did you do this? [300 words limit]*

Im just totally stuck on what to write!

Is there an example where you’ve changed communication style by deciding a phone call or face to face meeting was a better way of discussing a particular issue rather than an email?

Have you ever had to deal with a deaf person, or someone with poor spoken English? How did you change the way you communicated with then? Did you speak more slowly, or clearly, wrote something down for them, moved into the light so they could lip-read more easily....? All those are examples of changing the way you communicated.

Think of a time you spoke to someone whose first language is not English. Even if it was on holiday. How did you change your communication. They want to see that you can do that.

Some examples I could think of:

• If, for example, you worked in a field with certainly terminology such as medicine, law etc, you would adapt your language and wording to suit the customer who doesnt work in those areas. Use simple, everyday layman terms that most people would understand.

• A customer who might be lip reading you. Ask if there is anything you can to help them- write the words down, slow your speech etc.

You keep eye contact, don't talk away from them and pronounce words clearly- but not over exaggerated.

• A customer who might be hard or hearing. If regular conversation is tricky, ask if it would be easier to write it down?

• If you were explaining something to a child, you would adapt your language and words to something they could understand

• Another way could be to explain a time when YOU experienced difficulty comprehending something and you learnt the skills the other person provided in making you understand what was being said. You have now changed and been aware that this is a better communication tool.

Can you relate to any of the above scenarios?

Delivering a bad or sensitive message? You had to change your style to show additional empathy etc.

I would just make something up like telling someone they didn't get the job, giving interview feedback etc. Or telling an angry customer they couldn't have a refund.

Or could be something about when you had to influence someone/a group of people. Such as when getting approval for something e.g. budget for team training.

I've had this question before, is it a bank by any chance?
I used an example of changing communication style from phone calls/f2f meetings that were not resulting in the right outcome (IT - the code wasn't giving them the results they thought they expected) to producing a table/matrix that allowed them to visualise what results they'd get in every scenario. They used the results to rethink the rules & successfully build the app.

Obviously that's a very specific example but the point is that you recognise that what you were doing wasn't working and you did something different that resulted in a better outcome.
Could even be something like changing a massive word document into a a couple of slides with key points to suit a senior audience with limited time. Anything that you can explain why it was better for that situation and the outcome. Hope that's helpful?

All good examples. What you need to also acknowledge is not to assume or stereotype someone when communicating. So don't shout at deaf people or people who don't speak English. Ask don't assume - would you like go go to a quieter area so we can communicate more clearly where there is less background noise?

I work in a university library and would often deal with students learning difficulties so I would do things like writing down instructions or demonstrating something rather than just give verbal instructions.

Or I work with teenage students, their parents and outside bodies like foreign government education departments. So I would change my style of communication from more informal/chatty through to more serious and formal depending on the audience.

Depends what the role is. If you give us an idea of what it is, the responses will be better.

For example of it was a sales role, you could speak about how you adapt your style depending on what the customer responds best too. Some prefer Zoom or Teams meetings are they are time poor & favour efficiency, some people are happy to chat on the phone, others prefer you to send them documents by email before a call, others ignore technology altogether and face to face on person meetings if what they prefer. Maybe try build something out like that.

Thankyou so much everyone

The job is for a benefits advisor.

I will take everyone's ideas on board. I have worked in a customer service centre before and thought my answer to this question was really good and detailed on the 2nd application but obviously not. Maybe this job just isn't for me

@Canyouanswermyquestion

Thankyou so much everyone

The job is for a benefits advisor.

I will take everyone's ideas on board. I have worked in a customer service centre before and thought my answer to this question was really good and detailed on the 2nd application but obviously not. Maybe this job just isn't for me

I have worked as a benefits advisor for a few years. I would think about clients who perhaps have problems communicating so for example due to physical problems like hearing loss or speech impediment or who have mental health problems so I would use the example of where someone was very stressed or anxious about benefit claim s and trying to explain things in simplified terms, so that they are clear on what they need to do next, what steps they need to take for example gathering medical evidence for a disability benefit claim. Checking back that the client has understood etc. I have had clients who have been profoundly deaf and I have had to write things down or text them or email, or people that cannot speak for example because they have had their voicebox removed and they use special aids to talk so it needs a lot of time etc. Also some elderly people may have cognitive problems and just need more time to speak, or they get a bit muddled and you need to be patient and allow more time. I think also you could think about a situation where you might have to deal with an angry person so may need to use communication skills in a different way to avoid it escalating further. Good luck.

Also how you would deal with difficult clients in the sense of confrontational clients. This more often than not tends to be what a question of this nature is directed at

I would also perhaps try to focus on what method of communication the client wants. So some people will get very anxious or flustered on a phone call and may prefer face to face or email or a video call. So it's about finding out what the client is comfortable with.
So if you ahve dealt with a client previously who got upset or anxious, then write about how you reassured them , gave them time, encouraged them to ask questions so they were clear of what they needed to do next, perhaps followed up advice with a letter in case, in their distress the important stuff did not register. With benefits advice work you will deal with a lot of distressed folk, they have often had horrendous experiences with DWP, or being turned down for benefits, or they are ill and desperately worried they will lose their job or home, they don't know where to turn or which benefits to claim, so it's your job to try and reassure them that you can help.

@YouDoYouHun any hints about how to deal with this situation (difficult/confrontational visitors/customers) successfully?
I have an interview coming up and am bound to be asked that. Haven’t had an interview for about 100 years...

Is it for soc sec Scotland?

[quote Member786495]@YouDoYouHun any hints about how to deal with this situation (difficult/confrontational visitors/customers) successfully?
I have an interview coming up and am bound to be asked that. Haven’t had an interview for about 100 years...[/quote]
I'm in law so it depends on the role you've applied for. I'd say something along the lines of setting realistic expectations at the outset to mitigate. Then use an example of a past experience of effectively resolving whilst highlighting your own strengths in dealing with that specific situation.

What they are looking for at its very basic is that you will treat people with dignity fairness and respect. That is the ethos of the agency.

When you are writing your answer they are looking for you to say things like when I'm cust Serv previously you had an angry customer on the phone whose delivery was cancelled (or whatever the scenario) you told the customer that you hear and understand that they were frustrated and that you were there to help them. You also understood, that there may have been other reasons foe their anger and the cancellation was just the straw that broke the camels back: but you knew you had to keep
Calm and using a trauma informed approach you took into account that there may be other reasons for the anger and continued to talk calmly and rationally to the customer. You asked them how they wanted you to resolve the matter and you agreed to do so and set their expectations on when the shopping would arrive and you kept them informed at all stages of the process, personally, so they had a specific point of contact and the matter was resolved.

Well, something along those lines anyway..... good luck!! Hopefully I'll be training you in the benefits soon!

Sorry OP I read a PP question rather than yours. Let me
Know if you need a hand with it still