To address the 'Builds Enduring Relationships' selection criteria, highlight your ability to establish trust and rapport with stakeholders through clear communication, active listening, and consistency. Provide examples of maintaining long-term professional relationships, resolving conflicts, and fostering collaboration to support organisational goals, ensuring mutual respect and ongoing engagement.
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Builds Enduring Relationships Selection Criteria Example:
 I responded to an incident when I attended to a member experiencing significant vehicle issues. The frustration was palpable as the member explained that despite spending considerable money on repairs, the problem persisted. The vehicle would intermittently lose power and eventually shut down, causing immense inconvenience. Drawing from my own experiences and knowledge, I began by asking the members detailed questions to pinpoint the exact nature of the issues they faced.
Sensing a potential electrical issue, I decided to inspect the wiring, as I had encountered similar problems with a vehicle I once owned. Upon closer examination, I discovered that an inadequate connection between the engine and chassis resulted in insufficient grounding. With a solution in mind, I swiftly connected a jumper cable to the relevant points, and to our relief, the engine roared to life, running as smoothly as ever.
Recognising that the problem required more extensive attention, I arranged for the vehicle to be towed to our workshop for a thorough repair. Once the issue was adequately addressed, the member expressed immense gratitude and satisfaction. In a gesture of appreciation, they even went so far as to purchase a carton of beer for the workshop. The member took the time to commend my efforts to head office, highlighting the dedication and expertise I had demonstrated in resolving their issue.
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I encountered a member whose frustration was palpable when I arrived at their vehicle. As I approached, they began yelling and swearing, expressing their exasperation because, despite installing a new battery, the car still refused to start. In the face of their outburst, I remained composed, understanding the depth of their frustration. Patiently, I allowed the member to vent their frustrations, knowing that sometimes a listening ear can defuse a tense situation. Once they had finished, I calmly explained that I empathised with their frustration, having found myself in similar predicaments. I reassured them that I was there to assist in resolving the issue, prompting a noticeable shift in their demeanour.
With tensions eased, I gently inquired about the specific issues they had been experiencing. Recognising the need to address their conduct, the member apologised for their outburst, to which I responded with understanding and reassurance. Upon inspecting the vehicle, I quickly identified the root cause of the problem: the battery had been connected in reverse, resulting in a blown main fuse.
Without hesitation, I replaced the fuse, started the vehicle, and ensured everything was working. Despite the initial confrontation, the member extended another apology, to which I reiterated my understanding and willingness to assist further if needed. I emphasised that they need not hesitate to reach out if they encounter any future issues or uncertainties, assuring them of our continued support. It was a valuable reminder of the importance of patience and empathy in diffusing tense situations and fostering positive outcomes for both parties involved.
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