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COMPETENCY #1—INDIVIDUAL RESPONSIBILITY 69

immediate supervisor agreed to discuss the suggestions with upper man-
agement.

Result: To the team’s surprise, he never met with the executives.

When the patients arrived, we all pulled together to provide the best service
possible, with the resources available to us.

Question 9. Recall a time when you used good judgment and logic in

solving a problem.

Situation: Jupe, Inc.’s quest to go green was an opportunity to im-

plement an idea that would save the company money and, at the same time,
was environmentally sound.

Action: I met with members of Marketing and Advertising to discuss

the possibility of using recyclable materials and of reducing the package size
for our perfume line.

Result: Smaller packaging and recyclable materials cost less to

manufacture. In addition, more packages fit into the trucks and that trans-
lated to greater distribution with fewer trips, so fuel costs were reduced as
well.

Question 10. Tell me about a time when you thought a problem was

resolved, only to find out that you were mistaken.

Situation: As an associate for General Insurance Agency, I mis-

quoted a homeowner’s policy and I called the customer to let her know. Dur-
ing our conversation, she accepted my apology and agreed to sign on at the
proper quote. I thought the matter was closed. Then a month later, the
agency received a letter from the insurance carrier stating that the customer
had filed a complaint because she thought I was price-gouging, owing to the
coastal location.

Action: I drafted a letter to the carrier, explaining that the error occurred

because the property appraiser’s paperwork was incorrect. The application
stated that she lived in Palm Beach County, when in fact her residence was
in West Palm Beach County. I took full responsibility, saying that instead of
double-checking the paperwork, I simply provided a quote.

Result: Needless to say, from that moment forward I double-checked

the information provided in every appraiser’s report, and I never encountered
another situation where I misquoted a policy.

American Management Association
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