SPECIAL FEATURE
to those you will have completed online before the assessment day. The key, like any exam, is preparation, so seek out online examples and practice extensively beforehand.
• Role plays – Here you have around 30 minutes to prepare for a half-hour role-play with either an actor or one of the assessors – they will be acting as an unhappy customer/client, colleague or business partner. Another assessor will watch, take notes and assess you through the role play. The situation will often involve some sort of controversy, conflict or dissatisfaction and require negotiating and reasoning as well as customer service skills from you, the applicant. You may also have a different brief to the role player – it’s very much about understanding their point of view and drawing a conclusion, agreement and action plan. You need to manage time again in this meeting – it’s acceptable to make notes and summarise action at the end of the meeting.
General hints and tips • Do your research – do your research on your organisation. There are many online forums sharing background information on assessment centres, plus the organisation may answer questions from candidates who contact them but make sure they are sensible enquiries.
• Keep time – Note how long you spend on each exercise. You may be instructed to switch off your mobile, and so won’t be able to use it to keep an eye on time. Instead make sure you have a watch that is easy to read.
• Maintain your energy levels – Make sure you have breaks and, if there are refreshments provided, make sure you refuel and drink plenty of water. Get fresh air if you can.
• Make eye contact and don’t forget to speak up – Remember, when you are talking to people in the group discussion, presentation or interviews, to speak up and try to maintain eye contact with the person you are talking to, be it a colleague in the group discussion or an assessor in role plays or interviews.
• And above all remember to remain positive – good luck!
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