Scene to read · Equity, Communication
It's on the board
You work at a currency exchange counter inside a shopping mall.
You and your coworker Rukhsana each run a window, and a long line is watching. At her window, Anders, 67, a visitor who speaks accented English, is holding his receipt and asking about a charge on it.
The scene
Anders: Please, this line here. Eight dollars. What is it for? Nobody told me this.
Rukhsana: Sir, I've explained twice. I can't understand you. It's on the board. Next!
Anders: I do not see it. I only want to understand.
Rukhsana: Fifteen people are waiting. Can you take the next one at your window?
The two questions
- 1What would you do, and what would you say to Anders and to Rukhsana?
- 2When is it better to step in on the spot, and when is it better to raise a concern afterward?
What raters look for
- Equity
- Notices unequal access or treatment and acts fairly, especially for people with less power.
- Communication
- Listens first, speaks clearly and respectfully, and adapts the message to the listener.
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
