Question

some opening and closing shift associates are upset with how each group is leaving their areas. they disagree on who is responsible for each task.

1 which statement is most like how you would respond?
select a statement

2 which statement is least like how you would respond?
select a statement

create an action plan to improve shift changes and clarify duties. ask for feedback on the plan, and hold associates accountable for sticking to it.

give your associates time to resolve the issue. check in frequently to ensure progress is made.

gather more data about the situation. rearrange your schedule to ensure you are able to observe shift changes.

meet with your associates to discuss solutions. appoint your best associate to lead the team in launching the ideas.

Explanation:

Analyze the scenario and options

Using the Situational Judgment and SJT Best Practices knowledge points, we evaluate a conflict between opening and closing shifts regarding task responsibilities. A highly effective leader takes proactive, structured, and collaborative action to resolve operational friction.

Let's evaluate each option:

• Option 1 ("Create an action plan..."): Proactive, collaborative, clarifies duties, and establishes accountability. This directly addresses the root cause (unclear tasks).
• Option 2 ("Give your associates time..."): Passive. It avoids taking direct leadership responsibility for a structural issue.
• Option 3 ("Gather more data..."): Observational but delays resolution. It does not actively resolve the current conflict.
• Option 4 ("Meet with your associates... Appoint your best associate..."): Collaborative initially, but abdicates leadership responsibility by delegating the execution of solutions to a single "best associate," which can cause resentment.

Determine the MOST effective response

Using the Supportive Leadership and Conflict Resolution knowledge points:

• The first option is the strongest because it establishes a clear, structured path forward (action plan), seeks collaborative feedback, and ensures long-term resolution through accountability.

Determine the LEAST effective response

Using the SJT Best Practices knowledge point:

• The second option is the weakest. Simply "giving associates time to resolve the issue" when they are already upset and disagree on responsibilities represents passive management and avoids necessary leadership intervention.

Answer:

Question 1

• (A) Create an action plan to improve shift changes and clarify duties. Ask for feedback on the plan, and hold associates accountable for sticking to it. (Correct answer)
• (B) Give your associates time to resolve the issue. Check in frequently to ensure progress is made.
• (C) Gather more data about the situation. Rearrange your schedule to ensure you are able to observe shift changes.
• (D) Meet with your associates to discuss solutions. Appoint your best associate to lead the team in launching the ideas.

Question 2

• (A) Create an action plan to improve shift changes and clarify duties. Ask for feedback on the plan, and hold associates accountable for sticking to it.
• (B) Give your associates time to resolve the issue. Check in frequently to ensure progress is made. (Correct answer)
• (C) Gather more data about the situation. Rearrange your schedule to ensure you are able to observe shift changes.
• (D) Meet with your associates to discuss solutions. Appoint your best associate to lead the team in launching the ideas.