Beruflich Dokumente
Kultur Dokumente
For In-Tray/E-Tray
Exercises
Skills required
Suggested Solution
Overview
Prioritising
Delegating tasks
Answering questions
What NOT to do
10
10
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As both exercise formats are based on the same principles and require the same
skills, we recommend the same solving process for both formats. If you do get
multiple choice questions, don't be tempted to answer without going through the
whole solving process first.
The background and setting:
You will be assigned a specific job profile that would almost always include one of
the following background stories:
You are a manager of an organisation and you are planning to go overseas for
a couple of days, or alternatively,
you have just returned from a vacation.
you have just been appointed as a manager of a new team/department.
In all cases, you must attend to all of the documents/letters you have received from
your colleagues at work. In order to do it, you must prioritise the documents by their
relative importance and urgency and suggest your recommended responses for each
instance.
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5
Answer the following question:
Try to imagine yourself as this manager, who has very little time and many emails to review.
Which of the following ways of dealing with this situation would you use? Try to answer
intuitively.
1. I would read the headlines of all emails in order to create a list of priorities. Then, I
would start taking care of emails by order of importance.
2. I would take care of emails in a chronological order, as fast as I can and as possible
within the allotted time.
3. I would start answering chronologically, and if I spot unimportant emails I would
mark them and deal with them later.
4. I would skim through all emails to determine priorities (for a few minutes). Then, I
would address them by order of importance and urgency.
Have you chosen answer no.4? Great! As we see it, this is the best way to work in the In-Tray
exercise. Even if you are used to dealing with emails in a different way and it works out fine,
we recommend you to adopt answer no.4 as a working style for the In-Tray. This style is
described in this document under Suggested Strategies for Solving In-Tray Exercises.
Answer 1- the problem with this style is that sometimes there is important information in
the email content that does not show in the headline.
Answers 2 and 3- without prioritizing, you may waste your time on unimportant emails while
important ones are left unattended. Sometimes, emails are inter-related and you may not
have all the information needed, which will lead to your answering without reading through
all emails. Reading through the entire email correspondence gives you a more
comprehensive view and an ability to construct a wide picture of the scenario.
Skills required
The exercise assesses your ability to deal efficiently with a large number of
managerial skills under stressful conditions and time pressure. There are many
managerial skills, among which the most important for the in-tray are:
Prioritisation
Prioritisation is the action of setting priorities to a large amount of tasks according to
the limitations of your schedule and the understanding that they cannot all be done
simultaneously by you alone. Prioritisation is best done according to the following
considerations:
1. The importance of each issue- how important the issue is in itself, to whom it is
important (yourself, a colleague, your manager, the companies' behalf).
2. The urgency of each issue- after you have determined an issue's importance, you
need to decide how urgent it is in itself and respectively to other issues at hand.
Remember that some issues will lose their relevance if not attended to within a
short time.
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Delegation
Delegation is the assignment of authority to another person to carry out specific
activities. It allows a subordinate to make decisions by themselves. Effective
delegation pushes authority down vertically through the ranks of an organisation.
The purpose of delegating is lowering managerial stress and having more time to
concentrate on assignments that only you can attend to as the manager.
Delegating shows self-confidence as the manager trusts his own judgement of his
employees. A manager must also be able to monitor and supervise the instructions
and tasks he has delegated.
Information processing
In the in-tray exercise, similarly to a manager's daily work, you will be flooded by
information. You will not have the time or the energy to read thoroughly and process
every piece of information you receive. You will be required to show the ability to
distinguish between relevant and irrelevant information, and skim through most of it
while concentrating on the important and most relevant information to what you are
currently occupied with.
Other important managerial skills are:
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2. Setting Priorities
Allow 51%-02% of your time for this task. It is recommended you have a quick read
through all test items initially without prioritising. Keep in mind whilst reading what
the priorities of the company are as well as the time limitations attached to these
tasks. Some test takers try to attend each of the items as they read along. This tactic
is not suggested since you spend most of your time on the first tasks in the list which
are not necessarily the most urgent ones. In addition, some of the information that is
important for the treatment of items in the beginning of the document is found in
later informational items and therefore it is important to skim through the whole
document before answering.
Read the letters/items and decide:
The urgency level should be determined based on the company agenda and the time
required to handle each issue. For example, if your manager requests that you meet
him in his office (document 1) and shortly after or at the same time another meeting
is convened about a subject of equal importance (document 3), you should give
higher priority to the meeting with your manager because of his position in the
company and since you report to him. Make sure you dedicate enough preparation
time for it. You can send a representative to the second meeting on your behalf; this
shows your ability to make concrete decisions and ensures optimal use of the
resources and limited time available to you.
Another example: If your wife is stranded with her car (document 20) and in the
same time you must attend an issue at work; it is recommended you deal with
important issues at work initially. You could always suggest she take a taxi or send a
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tow truck. The urgency level given to each task should first of all take into account
how relevant it is to the company and the hierarchical levels of the employees calling
for action.
One major factor in determining the urgency level of each task is the associated time
limitations (if any). For example, if TV reporters have arrived to conduct an interview
(document no. 12) and at the same time you have been informed of a sexual
harassment complaint (document no. 19) which should you attend to first?
Sexual harassment is undoubtedly more important; however you can deal with this
issue in an hour or two whereas you cannot ask the reporters to wait for you if they
are already in the building. So, in this instance dealing with the reporters will take
higher priority.
You must explain the rationale for each action you decide to make (or not).
Take note:
During the exercise you may receive additional tasks such as phone calls or officials
coming in to your office. This is true both for In-Tray and E-Tray. It is also possible
that the best way to handle certain tasks will be via telephone or approaching a
relevant individual in person. In the evaluation centre you should act in accordance
to the most suitable solution (for example: picking up a phone to call the individual
you are seeking to talk to or asking to be put through to him).
Drawing up a table for classifying and organising the data is a mere recommendation
and not a requirement. It is just a suggestion for how to thoroughly prioritise the
tasks. If you feel that you have a better system for organising the mail, you are
welcome to do so, but writing is advisable anyway as it is unwise to rely only on
one's memory when you have multiple tasks and very little time.
On occasion, whilst taking care of the mail, you'll be presented with a new letter that
just arrived and needs to be taken care of just the same. This is an intruding task and
it is very important to consider the new information (in terms of level of urgency),
and integrate it with the work plan that has been set so far. If you feel that the new
letter is of high urgency- you should take care of it immediately. However, if you feel
it is of low urgency- you should postpone the treatment.
If you have time, you can create a schedule for the appointments and meetings that
you set.
In the exercise above the following documents are of utmost importance (not
necessarily in this order):
Doc 9 - Your secretary informs you that she would like to quit her job.
Doc 12 - You have just been informed that a national TV crew is preparing to
conduct an interview with the CEO and your presence is required.
Doc 13 - Your manager is expecting to receive from you recent updates prior
to the meeting in 2 hours.
3. Delegating tasks
Style of treatment: Who handles the matter (you or others):
You need to write down, clearly and concisely, the style of treatment for each letter.
When you delegate responsibility to someone else you must write down clear
instructions as to how it should be handled and define a way to determine that the
job has been completed. You should operate according to the principle of who does
what and when. Always phrase your response in a courteous and relevant manner.
Try to maintain a balance between the matters that are under your care and the
matters that you delegate to others.
Remember- matters of high priority/ high levels of sensitivity must be handled by
you. However, less fundamental issues should be passed on to others.
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01
Answering questions
Our in-tray exercises include one question or more attached to each task/item. After
you have followed through the 4 stages mentioned, it should be rather easy to
answer those questions. Do not try to answer the questions without going through
the whole process if you wish to get the most out of the practice.
In many instances you will be asked to choose the most appropriate response to a
situation. Sometimes you will have a hard time finding an ideal answer. In such
instances, try to read through the distracters and choose the best of them by
elimination. These situations actually conform to real life situations at work, when
you sometimes have to compromise the best solution at hand if an ideal one is not
possible due to circumstances and limitations.
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