Scene to read · Empathy, Problem solving
More than checking patients in
You are a newer front-desk assistant at a dental clinic, asked for your perspective after overhearing a proposed staffing change.
At the quiet reception desk, Amilcar, 49, the office manager, discusses his plan with Ambrose, 36, a billing colleague. Automated check-in starts next month, and billing is weeks behind. Amilcar proposes moving longtime receptionist Mrs. Lindqvist into billing; she values greeting patients, and many older patients return partly because of her conversations. She is on break and has not been consulted.
The scene
Amilcar: Automated check-in starts next month; billing's backlogged. Moving her makes sense, right?
Ambrose: It could help, but patients really value those conversations at her desk.
Amilcar: I value them too, but delayed claims leave us struggling with expenses.
Ambrose: What do you think we should ask her before changing her role?
The two questions
- 1What would you say to Amilcar and Ambrose, and how would you approach involving Mrs. Lindqvist? Explain your reasoning.
- 2How do you decide when a change that helps an organization is worth the cost to someone's sense of purpose in their work?
What raters look for
- Empathy
- Recognizes what others feel and need, and lets that shape the response without losing judgment.
- Problem solving
- Gathers facts before acting, considers options and consequences, and chooses a workable next step.
Answer scenarios like this on the real timers
Answer both questions on the clock, and get each one scored 1–9 the way raters score. Your first set is free, no card.
Practice free
