CBSA OTEE Client Service Practice Questions

Communication 

1. Scenario: You are at the border, and a traveler becomes agitated and starts raising their voice, accusing you of unfair treatment. How would you handle this situation to ensure effective communication and resolution?

a. Firmly tell the traveler to calm down and follow your instructions.
b. Listen patiently, acknowledge their frustration, and calmly explain the procedures.
c. Ignore the traveler’s outburst and continue processing their documents.
d. Call for a supervisor to handle the situation immediately.

2. Scenario: A traveler approaches you with a question about a new immigration policy that they don’t fully understand. How would you ensure they leave with a clear understanding of the policy?

a. Direct them to read the posted signs and information pamphlets.
b. Give a brief explanation and refer them to the official website for more details.
c. Take the time to explain the policy clearly, using simple language and answering any questions they may have.
d. Provide them with the policy document and ask them to read it themselves.

3. Scenario: You are working on a complex case that requires input from multiple team members. How do you ensure that everyone is on the same page and the task is completed efficiently?

a. Take charge of the situation and delegate tasks to each team member without much discussion.
b. Hold a team meeting to discuss the case, gather input, and assign tasks based on each person’s expertise.
c. Handle the majority of the work yourself to avoid complications and misunderstandings.
d. Communicate via email to avoid face-to-face meetings and potential conflicts.

4. Scenario: You notice that a co-worker is consistently making errors in their reports, which affects the team’s performance. How would you address this issue?

a. Report the co-worker’s mistakes to your supervisor without confronting them directly.
b. Talk to the co-worker privately, providing specific examples of the errors and offering suggestions for improvement.
c. Ignore the issue and hope the co-worker improves over time.
d. Correct their mistakes yourself to maintain the team’s performance without addressing the co-worker.

5. Scenario: You receive conflicting instructions from two supervisors regarding a priority task. How do you resolve the situation to avoid any miscommunication or conflict?

a. Choose the instructions from the supervisor you feel are more experienced.
b. Follow the instructions that seem more straightforward and easier to complete.
c. Communicate with both supervisors to clarify the task and ensure that everyone agrees on the correct approach.
d. Complete the task based on your own judgment without consulting the supervisors further.

1. B
Listen patiently, acknowledge their frustration, and calmly explain the procedures. This approach demonstrates active listening, empathy, and effective communication, which can help de-escalate the situation and provide clarity to the traveler.

2. C
Take the time to explain the policy clearly, using simple language and answering any questions they may have.  Providing a clear and thorough explanation ensures the traveler understands the policy and feels supported, which reflects good customer service.

3. C
Hold a team meeting to discuss the case, gather input, and assign tasks based on each person’s expertise.  This approach promotes teamwork, ensures clear communication, and leverages the strengths of each team member for effective task completion.

4. B
Talk to the co-worker privately, providing specific examples of the errors and offering suggestions for improvement.  Providing constructive feedback directly to the co-worker helps them improve and fosters a supportive team environment.

5. C
Communicate with both supervisors to clarify the task and ensure that everyone agrees on the correct approach.  Clarifying with both supervisors prevents miscommunication, ensures alignment on priorities, and demonstrates proactive problem-solving.