Scene to read · Self-awareness, Empathy
The go-to ticket fixer
You are a support agent in a call center, and coworkers have been quietly relying on you to repair their tickets.
In a call center break room, team lead Arsenio, 42, and coworker Artem, 55, talk with you about the tickets you fix for others without receiving credit. Your own queue is falling behind, and you have been staying late. You enjoy being the person everyone turns to, but you are quietly exhausted.
The scene
Arsenio: You're fixing everyone's tickets, but your own queue keeps getting backed up.
Artem: People trust you to sort things out, especially when we're swamped.
Arsenio: You've said you like being needed, but you're also staying late.
Artem: If you start saying no, I'm worried customers and coworkers will struggle.
The two questions
- 1What would you do, and what would you say to Arsenio and Artem? Consider how your own feelings may be affecting the situation.
- 2Tell us about a time you noticed something about yourself, such as a habit or a need for approval, that was affecting how you worked with others. What did you do?
What raters look for
- Self-awareness
- Recognizes own biases, limits and emotions, and seeks and uses feedback.
- Empathy
- Recognizes what others feel and need, and lets that shape the response without losing judgment.
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
