Situational Judgement and Workplace Behaviour
Situational Judgement and Workplace Behaviour
This domain assesses how you would act in work scenarios involving integrity, confidentiality, teamwork, customer service, conflict and escalation. The best answer is usually lawful, proportionate, respectful and documented; it respects proper channels rather than personal loyalty or shortcuts.
Core rules
- Protect taxpayer and employee information; share only with authorised people for legitimate purposes.
- Declare conflicts of interest and step back from decisions where impartiality could be questioned.
- Follow the chain of command for serious misconduct, but use urgent reporting channels if delay could cause harm.
- Address service complaints courteously and correct errors within your authority; escalate when the issue exceeds it.
- Record decisions factually and promptly, separating observation from opinion.
- Refuse improper instructions and explain the policy basis; do not simply comply and raise concerns later.
Worked example
A colleague asks you to look up a taxpayer's account 'as a favour' for a relative. The correct response is to refuse, explain that access is limited to authorised work purposes, and report the request through the appropriate channel. Agreeing because the colleague is senior, or asking for a small payment, is misconduct. Reporting is not disloyalty: it protects the colleague, the taxpayer and the organisation from a confidentiality breach.
Traps
- Choosing loyalty to a colleague over legal or policy duties.
- Discussing a case in public or with uninvolved staff.
- Escalating every minor issue instead of resolving it at the right level.
- Ignoring a customer's concern while quoting rules.
- Acting before confirming authority or facts.