The following example shows how to use the rating scale and select a rating.

You manage an extremely busy team of 6 people who operate as an office-based customer service department. The peak business period for the year is approaching and your department is undoubtedly beginning to feel the strain. Matters are reaching breaking point, with staff morale dropping and errors increasing. Your staff are openly questioning what is expected of them and are confused about their department's overall objectives. However, the situation is not irretrievable if you act now; your major customers remain happy. Urgent action is required.

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