CLBA - Canadian Language Benchmark Assessment Responding to Spoken Instructions Questions and Answers — Questions and Answers
Question 1: A supervisor tells an employee: "First, please take these boxes to the mailroom. After that, come back to my desk for your next task." What is the most effective immediate response to confirm understanding?
- Saying, "Okay, I will," and leaving immediately.
- Asking, "What is the next task?"
- Repeating the instructions back: "Okay, boxes to the mailroom first, then back to your desk." (Correct answer)
- Writing the instructions down in a notebook without saying anything.
Correct answer: Repeating the instructions back: "Okay, boxes to the mailroom first, then back to your desk."
Repeating or paraphrasing instructions is a key active listening strategy. It confirms to the speaker that the listener has heard and understood both parts of the instruction correctly, which helps prevent errors.
Question 2: You are on a phone call receiving technical support. The agent gives you a series of 5 steps to fix an issue with your computer, but they are speaking very quickly. Which of the following is the most appropriate and effective request?
- "You are talking too fast."
- "Could you please repeat that more slowly? I want to make sure I follow the steps correctly." (Correct answer)
- "I don't understand anything you're saying."
- "Just send me an email instead."
Correct answer: "Could you please repeat that more slowly? I want to make sure I follow the steps correctly."
This response is polite, clearly states the problem (speed of speech), and provides a cooperative reason for the request ('to follow the steps correctly'). This approach is constructive and more likely to result in successful communication.
Question 3: A team leader gives the following verbal instruction for a new task: "I need everyone to review the client feedback from the last month, identify the top three complaints, and then brainstorm at least five potential solutions for our meeting this afternoon." What is a critical error an employee might make if they only heard the first part of the instruction?
- Forgetting to check the date of the feedback.
- Only identifying the top three complaints without brainstorming solutions. (Correct answer)
- Brainstorming solutions before identifying complaints.
- Asking a colleague for their opinion on the feedback.
Correct answer: Only identifying the top three complaints without brainstorming solutions.
The instruction contains three distinct steps in a sequence. Failing to hear or remember the final two steps (identifying complaints and brainstorming solutions) would result in an incomplete task and being unprepared for the afternoon meeting.
Question 4: You receive a voicemail from a clinic: "This is a reminder for your appointment tomorrow at 10:30 AM with Dr. Smith. Please use the west entrance as the main lobby is closed for cleaning, and remember to bring your health card." What action is required based on these instructions?
- Calling back to confirm the time.
- Arriving early to find the correct entrance.
- Entering the clinic through the west entrance. (Correct answer)
- Emailing a copy of your health card in advance.
Correct answer: Entering the clinic through the west entrance.
The message gives a specific, actionable instruction about how to enter the building, which is a deviation from the normal routine. Following this part of the instruction is essential for a smooth arrival.
Question 5: Which of the following best describes a key difference in following spoken instructions between a person at CLB Stage I (Benchmarks 1-4) and a person at CLB Stage II (Benchmarks 5-8)?
- A person at Stage I can follow no instructions, while a person at Stage II can follow simple ones.
- A person at Stage I typically needs instructions to be simple and related to immediate needs, often with gestures, while a person at Stage II can follow more complex, multi-step instructions on a wider range of topics. (Correct answer)
- A person at Stage I can only follow instructions in a face-to-face conversation, while a person at Stage II can follow them over the phone.
- A person at Stage II never needs instructions to be repeated, while a person at Stage I always does.
Correct answer: A person at Stage I typically needs instructions to be simple and related to immediate needs, often with gestures, while a person at Stage II can follow more complex, multi-step instructions on a wider range of topics.
The Canadian Language Benchmarks describe a progression of ability. At Stage I (specifically CLB 3-4), a learner can follow simple, predictable directions. At Stage II (specifically CLB 7), a learner can follow longer, more complex, and less predictable instructions that may involve multiple steps and unfamiliar topics.
Question 6: A manager is explaining a new digital filing process and says, "Save all invoices as PDFs in the 'Client Accounts' folder, and use the naming convention 'ClientName_InvoiceNumber_Date'." You are unsure what format the date should be in (e.g., YYYY-MM-DD or DD-MM-YY). What is the most proactive response?
- Guessing which date format to use.
- Waiting to see how other colleagues format the date.
- Asking a clarifying question immediately, such as "Could you please specify the date format you'd like us to use?" (Correct answer)
- Ignoring the date part of the file name.
Correct answer: Asking a clarifying question immediately, such as "Could you please specify the date format you'd like us to use?"
The instruction contains a point of ambiguity. Proactively asking for clarification on the specific format ensures consistency and accuracy from the beginning, preventing the need to correct mistakes later. It shows attention to detail.
CLBA - Canadian Language Benchmark Assessment Responding to Spoken Instructions Questions and Answers
A supervisor tells an employee: "First, please take these boxes to the mailroom.
After that, come back to my desk for your next task." What is the most effective immediate response to confirm understanding?