One positive indicator for the Community and Customer Focus competency is to manage customer expectations, just how do you do this? Well firstly you have to establish what their expectations are:
You walk in the room and the the role-actor say’s to you ‘I hope you are going to do something about that security guard‘. To establish their expectations at some point during the role-play you need to ask:
1) ‘Please tell me what you would like to see happen to the security guard?’
Alternately, you could ask ‘What you would like to achieve from today’s meeting?‘
Now you have established their requirements, you can now set about managing their expectations by explaining what action is going to be taken (or not in some cases). In most cases, you have policies/documents present (as part of the brief outside and inside the room) that you use to help you explain your decision and reasoning. Examples of managing clients expectations can be found in the Remaining Unbiased article below.
This article was written by a Police Recruitment Director. He is the owner and course tutor of policeapplication.co.uk a training provider for candidates interested in passing the police application and assessment centre process.