In civil servant interviews, we often encounter such questions. You are a staff member of the administrative service department. Due to the epidemic prevention and control, there are elderly people who are not smart phones and do not have health code and are unwilling to cooperate with the work and have conflicts with security personnel. At this time, someone took a photo and posted it online, which triggered public opinion discussion. What should you do? Based on the description of the question, it can be judged that this is an emergency response question. So what are the test methods and answering techniques for emergency response questions? Next, the editor will conduct a specific analysis and sorting for you.
Among the many types of questions in the interview, one of them is "Emergency Response". In layman's terms, when an emergency occurs, you set a role and then ask you how to deal with it. For example, the above mentioned "the elderly are unwilling to cooperate with the work because they are not smart phones and do not have a health code and have conflicts with security personnel" are all emergencies, and "administrative service department staff" is the role setting. How to solve this type of problem? Of course, there are more than one type of emergencies in the emergency response question types, including emergencies in daily life and work, such as not being prepared for speeches during meetings, people are emotionally excited when petitioning, etc.; there are also public events in society, such as earthquakes, stampedeship, food poisoning, etc.
In the exam, the general emergencies are mainly based on routine events. "You are a staff member of the administrative service department. Due to the epidemic prevention and control, there are elderly people who are not smart phones and do not have a health code and have conflicts with security personnel. At this time, someone took photos and posted them online and triggered public opinion discussions. What should you do?" This is an incident of this kind. If you encounter such a question, how should you answer it? For specific expressions, please refer to the following content.
[Answer ideas]
First of all, demonstrate your attitude and handle this incident properly in accordance with the principle of people-oriented.
Secondly, clarify the problem and solve it in a timely manner. First, conflicts with security guards need to be stopped first and accidents should be avoided. As a service unit, if there are conflicts with the masses and there are shortcomings in work, you should apologize in a timely manner and explain the reasons to calm the elderly’s emotions; second, the elderly cannot present their health codes and cannot handle business. You can consider checking other supporting materials, or contacting the elderly’s children to accompany them to present their family codes and other methods to solve problems for the elderly. The ending of
solves the problem. Guide and help the elderly to handle business, resolve conflicts and serve the people.
[Demonstration Answer]
I will resolve conflicts and conflicts in accordance with the people-oriented principle and properly handle this incident. I will solve the problem in several aspects.
First, stop immediately and stabilize the order. First, I immediately separated the elderly from the security staff from the society, soothe each other's emotions, and apologize to the elderly. After the elderly are in a state of relief, we will explain to the elderly that the health code is based on health considerations during the epidemic and hopes to understand it, and we also promise to solve the problems in a timely manner for the elderly. The second is to explain the current situation to the people who take photos and videos on site and show that they accept everyone's supervision. However, they also hope that the people who take photos and videos will not spread it at will to avoid misunderstandings. At the same time, guide the masses to conduct business processing and reduce crowd gatherings.
Next, solve the problem and handle the business. After the scene is stable, I will solve it according to the specific circumstances of the elderly. If the elderly hold a hospital or community health certificate, and other certification methods such as the new version of the "Card Code Integrated" citizen card, they will be verified according to the relevant process requirements; if the elderly are not clear about their situation, I will explain to the elderly, and the family health code can also be verified. Ask the elderly if they have children or other relatives' contact information, and it is recommended that they contact their family members to accompany their business.
After this, I will guide the elderly to the window where they need to handle business and check the materials for them in advance so that the elderly can handle it in time.
summary, through this incident, I will make some suggestions to the unit leaders.On the one hand, strengthen the quality training of staff, improve service quality, and improve the ability to respond to emergencies; on the other hand, take the opportunity to re-promote the precautions and processes of doing things during the epidemic, especially the health codes of special groups, and list the alternative types to facilitate preparation in advance.
