Page 42 - NEDBANK YES BOOKLET

2 Decision-making

• Tell us about a decision you made too quickly and got wrong. What made you
take that decision?
• What big decision did you make recently? How did you go about it?
What are employers looking for?
• People who can keep a clear head and use sound judgement based on solid
knowledge when making decisions or offering advice.

3 Leadership
• When did you get a team to improve its performance? What were the
problems and how did you address them?
• Describe a time when you were less successful as a leader than you wanted
to be.
• When did you have to influence a senior manager, stakeholder or partner and
how did you go about it?
You’ll need to show how you:

• Inspire others to improve their performance.
• Anticipate and plan for change.
• Delegate when appropriate.
• Recognise how teamwork delivers more value than people working
individually.
• Set goals and devise plans to achieve them.

4 Client service

• Please provide an example of when you delivered excellent customer service.
• Tell us about a time when you had to calm an angry customer.
• Give us an example of time where you couldn’t solve the customer’s problem.
How did you handle the situation?

Employers want people who can display a balance of empathy and
assertiveness when dealing with customers.

5 Strategic thinking
• Describe a time when you developed and updated good practice in your area
of work.
• How does your current role fit into the department’s overall objectives?
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