Situational Judement Scenario

Quick Cheat Sheet for SHL HSBC SJT

Prioritize:

• Compliance & Integrity (never break rules for speed/profit)

• Customer Focus (communicate, empathize, reassure)

• Teamwork & Collaboration (consult, align, help others)

• Proactivity & Innovation (suggest improvements responsibly)

• Long-term Thinking (avoid short-term gains that harm future trust)

• Always prioritize (Best → Worst):

  1. Compliance & Integrity (Dependability) – Never break rules for speed or profit.

  2. Customer Focus (Connectedness) – Communicate, empathize, manage expectations.

  3. Collaboration & Adaptability (Openness/Connectedness) – Mediate, consult, involve others.

  4. Proactive Problem Solving (Openness) – Anticipate risks, suggest improvements.

  5. Sustainability & Long-term Thinking – Don’t trade short-term gain for future risk.

  Avoid (Worst options):

  • Ignoring problems or feedback

  • Breaking rules or cutting corners

  • Acting selfishly (credit hoarding, competition over team)

  • Dismissing customer concerns or escalations

  • Overpromising what you can’t deliver

Avoid:

• Ignoring problems

• Breaking rules

• Acting selfishly (credit hoarding, competition)

• Overpromising or misleading customers

• Escalating prematurely without trying resolution

• 
  

• SJT Scenarios with Answers (1–5)

Scenario 1: Customer Complaint about Fees

You are a relationship manager at HSBC. A long-term customer is upset about unexpected service charges and threatens to close their account. You have limited authority to waive fees.

Options:A. Apologize sincerely and escalate to your manager for fee review.B. Tell the customer the fees are standard and cannot be changed.C. Offer to explain the fee structure in detail and see if a waiver is possible.D. Suggest the customer look at competitors if they are unhappy.

Best: A or C (Green)Worst: D (Red)

Reasoning: HSBC values customer focus and integrity — acknowledging the complaint and escalating or explaining options shows empathy and professionalism. D damages the relationship and is unacceptable.

Scenario 2: Colleague Not Following Procedure

A colleague repeatedly skips mandatory compliance checks to meet deadlines. This could risk a regulatory breach.

Options:A. Report to your line manager or compliance team immediately.B. Privately talk to the colleague to understand why they are skipping checks.C. Ignore it — they’re experienced and must know what they are doing.D. Join them to meet deadlines faster.

Best: B (initial) then A if unresolved (Green → Blue)Worst: C or D (Red)

Reasoning: HSBC expects dependability and compliance — raise concerns constructively first, escalate if unresolved. Ignoring or copying bad behavior is unacceptable.

Scenario 3: Team Conflict During Project

Two senior team members are arguing over how to approach a client pitch. The tension is delaying progress and affecting morale.

Options:A. Facilitate a discussion to find common ground and refocus on client goals.B. Side with the team member whose idea you prefer.C. Escalate to your manager immediately without attempting resolution.D. Ignore the conflict and focus on your part of the work.

Best: A (Green)Worst: D (Red)

Reasoning: HSBC values collaboration and connectedness — mediating and aligning the team ensures delivery and morale. Avoiding conflict or taking sides is counterproductive.

Scenario 4: New Policy Implementation

HSBC introduces a new customer verification policy. Some clients complain about delays caused by additional checks. Your team is frustrated with extra workload.

Options:A. Explain the reasons for the new policy and support the team in adapting.B. Suggest ignoring the new checks for VIP clients.C. Share feedback with management about operational difficulties.D. Encourage team members to follow the policy strictly regardless of complaints.

Best: A + C (Green)Worst: B (Red)

Reasoning: Aligning with compliance while communicating rationale shows openness and responsibility; bypassing rules is unethical.

Scenario 5: High-Pressure Sales Target

You are behind on quarterly sales targets. A potential customer asks for personal favors in exchange for signing a deal.

Options:A. Decline firmly and report the request to compliance.B. Agree to the favor to secure the deal and meet your target.C. Ignore the favor request and proceed as if nothing happened.D. Delay reporting to see if the deal can be closed without the favor.

Best: A (Green)Worst: B (Red)

Reasoning: HSBC prioritizes integrity and long-term trust over short-term gains. Bribery or favors are regulatory breaches — immediate escalation is required.

Sample HSBC SJT Scenarios (1–5)

Scenario 1: Customer Upset About Delayed Transaction

A high-value HSBC client calls angrily about a delayed international transfer. You don’t have immediate access to resolve the issue and the manager is in a meeting.

Responses:A. Apologize, assure the client you’ll escalate immediately, and follow up once resolved.B. Calm the client by saying delays are common and ask them to wait patiently.C. Explain you cannot help right now and suggest they call back later.D. Reassure them you’ll personally fix it, even though you lack authority.

Ranking (Best → Worst):A (Green) → B (Blue) → D (Yellow) → C (Red)

Reasoning:

• A demonstrates customer focus + dependability (acknowledge + act).

• B is passive but polite — acceptable, not proactive.

• D overpromises (risk to integrity).

• C dismisses the client — violates HSBC’s service ethos.

Scenario 2: Colleague Breaching Compliance to Meet Deadline

You notice a peer skipping mandatory KYC (Know Your Customer) checks to process accounts faster.

Responses:A. Privately raise concern and suggest following correct procedures.B. Immediately report to compliance or manager.C. Ignore it — not your responsibility.D. Do the same to meet deadlines.

Ranking:B (Green) → A (Blue) → C (Red) → D (Red)

Reasoning:

• B aligns with dependability + regulatory compliance — immediate action.

• A is also good (constructive first step).

• C and D both ignore ethics — unacceptable.

Scenario 3: Team Conflict Over Project Direction

Two team members strongly disagree on strategy, delaying the project and creating tension.

Responses:A. Facilitate discussion to find common ground and align on goals.B. Escalate the issue to the manager to decide quickly.C. Pick the side you agree with to move forward faster.D. Focus on your own work and avoid involvement.

Ranking:A (Green) → B (Blue) → C (Yellow) → D (Red)

Reasoning:

• A reflects connectedness + leadership by mediating.

• B is acceptable escalation if A fails.

• C lacks collaboration; D ignores team issues.

Scenario 4: New Policy Frustrating Customers

A new fraud-prevention process adds extra steps for clients, causing complaints about delays.

Responses:A. Explain the policy benefits and reassure clients it’s for their safety.B. Ignore complaints since policy is mandatory.C. Collect feedback and raise it with management for review.D. Skip steps for regular clients to keep them happy.

Ranking:A (Green) → C (Blue) → B (Yellow) → D (Red)

Reasoning:

• A aligns with dependability (explain purpose).

• C adds openness (feedback loop).

• B is rigid but compliant; D breaks rules.

Scenario 5: Pressure to Meet Sales Target

Your manager pressures you to meet sales numbers by cross-selling products customers don’t need.

Responses:A. Refuse and explain why it’s unethical.B. Meet target but ensure product suitability for clients.C. Quietly comply to secure your bonus.D. Escalate to senior leadership or compliance team.

Ranking:A (Green) → D (Blue) → B (Yellow) → C (Red)

Reasoning:

• A protects integrity + customer trust.

• D is correct escalation; B may be acceptable but risky; C is unethical.

Scenario 1: Customer Escalation on Delayed Loan Approval

A customer applied for a home loan. Due to stricter compliance checks, approval is delayed. The customer is upset and threatens to move to another bank.

Responses:A. Apologize, explain the compliance reason, and assure them of constant updates.B. Escalate immediately to management for faster approval.C. Downplay the delay, saying most banks have similar timelines.D. Suggest they explore alternative banks if speed is critical.

Ranking (Best → Worst): A → B → C → DValue Mapping: Dependability + ConnectednessReasoning: A is proactive and transparent; B is valid escalation; C lacks empathy; D harms customer trust.

Scenario 2: Colleague Ignoring Risk Controls

You notice a colleague bypassing fraud-detection controls to speed up account openings.

Responses:A. Privately discuss the risk and encourage compliance.B. Immediately report to your manager or compliance team.C. Ignore — it’s their responsibility, not yours.D. Join in to help meet deadlines faster.

Ranking: B → A → C → DValue Mapping: Dependability (ethics)Reasoning: Immediate reporting ensures risk mitigation; A is softer approach; C/D ignore integrity.

Scenario 3: Conflict in Team About Client Pitch

Two senior colleagues disagree on pitch direction; project progress stalls.

Responses:A. Facilitate a meeting to align and combine best ideas.B. Escalate disagreement to your manager for resolution.C. Side with one colleague to move faster.D. Stay out of it and focus only on your part.

Ranking: A → B → C → D

Value Mapping: Connectedness + OpennessReasoning: Mediating supports teamwork; escalation is second-best; picking sides causes friction; ignoring is worst.

Cheat Sheet: HSBC Values & Ranking Rules

Practice Strategy for SHL HSBC SJT

• Time: ~30–45 seconds per scenario; trust your first instinct.

• Scoring: Partial credit — “Most Effective” = +2, “Least Effective” = –2, others weighted.

• Trap patterns:

  • Speed vs Compliance → Compliance always wins.

  • Manager escalation vs Self-resolution → Resolve first; escalate if unresolved or urgent.

  • Customer appeasement vs Integrity → Never compromise integrity for customer happiness.

• Check value alignment:

  • Does it follow rules? (Dependability)

  • Does it consider team/customers? (Connectedness)

  • Is it future-focused? (Sustainability)

  • Does it encourage learning/innovation? (Openness)

Scenario 1: Customer Escalation on Delayed Loan Approval

A customer complains angrily about delays in loan processing due to enhanced verification.

Responses:A. Apologize, explain compliance reasons, and assure proactive updates.B. Escalate immediately to your manager for resolution.C. Downplay the delay, saying similar delays happen in other banks.D. Suggest they explore other banks if they need faster service.

Ranking: A → B → C → DHSBC Values: Dependability + ConnectednessReasoning: Transparency and reassurance align with HSBC’s integrity and customer-first approach.

Scenario 2: Colleague Ignoring Risk Controls

You notice a peer skipping fraud-detection checks to speed up account openings.

Responses:A. Privately discuss the risk and encourage proper procedure.B. Report to compliance or manager immediately.C. Ignore as it’s not your responsibility.D. Join in to meet deadlines faster.

Ranking: B → A → C → DHSBC Values: DependabilityReasoning: Compliance breaches require immediate action; soft discussion is secondary.

Scenario 3: Conflict in Team About Client Pitch

Two team members are arguing about pitch strategy, delaying progress.

Responses:A. Facilitate discussion to merge best ideas and align on goals.B. Escalate to your manager for quick decision.C. Support the team member you agree with to move faster.D. Focus on your own work and avoid involvement.

Ranking: A → B → C → DHSBC Values: Connectedness + OpennessReasoning: Collaboration and alignment are key to HSBC’s teamwork culture.

Scenario 4: New Fraud-Prevention Policy Frustrates Clients

Clients are frustrated with new ID checks causing delays.

Responses:A. Explain benefits of the policy and reassure them.B. Collect client feedback and share with management.C. Ignore complaints since policy is mandatory.D. Skip steps for regular clients to speed things up.

Ranking: A → B → C → DHSBC Values: Dependability + OpennessReasoning: Compliance must be maintained; feedback improves processes.

Scenario 5: Sales Target vs Customer Need

Your manager pressures you to push products customers don’t need to meet sales targets.

Responses:A. Refuse and explain why it’s unethical.B. Escalate to senior leadership or compliance.C. Quietly comply to meet targets.D. Sell only to customers who might benefit.

Ranking: A → B → D → CHSBC Values: Dependability + SustainabilityReasoning: Integrity overrides sales; escalation ensures ethical alignment.

Scenario 6: Mistake in Client Report

You find an error in a report already sent to the client.

Responses:A. Inform the client immediately and provide corrected version.B. Quietly fix the report and hope they don’t notice.C. Escalate to manager before acting.D. Wait to see if client raises it before responding.

Ranking: A → C → D → BHSBC Values: DependabilityReasoning: Transparency builds trust; escalate if unsure; hiding errors is unacceptable.

Scenario 7: Conflict Between Speed and Compliance

You’re behind schedule on a project; compliance checks will cause more delays.

Responses:A. Complete compliance checks despite delays.B. Skip some checks to meet the deadline.C. Seek help from the manager to redistribute workload.D. Deliver incomplete work to save time.

Ranking: A → C → D → BHSBC Values: Dependability + SustainabilityReasoning: Compliance always outweighs speed; collaboration helps meet deadlines.

Scenario 8: Senior Manager’s Unethical Request

A senior manager suggests bypassing a minor control to close a large deal.

Responses:A. Refuse politely and explain compliance risks.B. Report the issue through proper whistleblowing channels.C. Comply to avoid conflict with senior management.D. Delay action and hope it resolves itself.

Ranking: A → B → D → CHSBC Values: Dependability + IntegrityReasoning: Refusal + escalation protect ethics; compliance breaches cannot be justified.

Scenario 9: New Joiner Struggling

A new team member is struggling with HSBC systems and slowing down team output.

Responses:A. Offer guidance and share quick tips.B. Inform the manager about performance issues.C. Ignore — let them figure it out over time.D. Do their work for them to meet deadlines.

Ranking: A → B → D → CHSBC Values: Connectedness + OpennessReasoning: Support and coaching show collaboration; escalation if persistent.

Scenario 10: Customer Shares Confidential Info

A client accidentally sends you confidential documents unrelated to HSBC’s service.

Responses:A. Inform the client and securely delete the data.B. Forward the data to colleagues for reference.C. Ignore and leave it in your inbox.D. Store the data for potential future use.

Ranking: A → C → D → BHSBC Values: Dependability (Data ethics)Reasoning: Immediate secure handling protects client trust; misuse is unethical.

Scenario 11: Repetitive Feedback from Customers

Multiple customers complain about confusing statements.

Responses:A. Escalate feedback to product team with examples.B. Apologize to each customer individually without raising issue.C. Ignore feedback — no major complaints from management.D. Create a temporary FAQ guide for customers.

Ranking: A → D → B → CHSBC Values: Openness + ConnectednessReasoning: Proactive improvement + immediate workaround best serve customers.

Scenario 12: Conflict with Peer Over Credit

A peer claims sole credit for a project you co-delivered.

Responses:A. Address it privately and clarify contribution politely.B. Escalate to manager to correct the record.C. Ignore and focus on future work.D. Confront publicly in next meeting.

Ranking: A → B → C → DHSBC Values: Connectedness + IntegrityReasoning: Private discussion avoids conflict; escalation if unresolved; public confrontation is unprofessional.

Scenario 13: Client Pressures for Shortcut

A VIP client wants you to bypass verification to speed up their account setup.

Responses:A. Refuse politely and explain compliance obligations.B. Seek manager’s help in managing expectations.C. Do as requested to maintain client relationship.D. Delay decision until later.

Ranking: A → B → D → CHSBC Values: Dependability + SustainabilityReasoning: Compliance never compromised; managing client relationship is secondary.

Scenario 14: Overloaded Colleague

You notice a colleague overwhelmed with tasks and missing deadlines.

Responses:A. Offer to help balance workload.B. Suggest they speak to manager for support.C. Ignore — everyone is busy.D. Report their struggle to manager without telling them.

Ranking: A → B → D → CHSBC Values: ConnectednessReasoning: Offering help fosters collaboration; escalation second; ignoring undermines teamwork.

Scenario 15: Suggesting Process Improvements

You spot inefficiencies in a long-standing HSBC process.

Responses:A. Document suggestions and share with manager.B. Ignore — established processes must be followed.C. Implement your own fix without approval.D. Complain informally to colleagues.

Ranking: A → C → D → BHSBC Values: Openness + SustainabilityReasoning: Constructive suggestions improve processes; unilateral changes risk compliance.

Scenario 16: Handling Customer’s Aggressive Behavior

A customer becomes aggressive over an ATM failure.

Responses:A. Stay calm, empathize, and seek immediate resolution.B. Respond firmly to defend yourself.C. Walk away without resolving the issue.D. Call security and escalate immediately.

Ranking: A → D → B → CHSBC Values: Dependability + Customer focusReasoning: Calm empathy is best; escalation only if safety is threatened.

Scenario 17: Tight Deadline Project

Your team has conflicting priorities and deadlines.

Responses:A. Suggest reprioritization and redistribute tasks collaboratively.B. Work late and finish your part only.C. Escalate immediately to manager.D. Wait for others to act first.

Ranking: A → C → B → DHSBC Values: Connectedness + OpennessReasoning: Collaboration and reprioritization solve root cause; escalation second.

Scenario 18: Discovering a Colleague’s Mistake

You find an error your colleague made in regulatory reporting.

Responses:A. Inform them privately and fix together.B. Correct it silently without telling them.C. Report them to manager immediately.D. Ignore if it doesn’t affect your work.

Ranking: A → C → B → DHSBC Values: Connectedness + DependabilityReasoning: Private resolution builds trust; escalate if serious; ignoring is harmful.

Scenario 19: Unexpected Client Opportunity

You overhear potential business opportunity in casual conversation with a client.

Responses:A. Explore opportunity and share with relevant team.B. Keep to yourself — outside your current scope.C. Immediately pitch new products without research.D. Informally mention to colleagues without follow-up.

Ranking: A → D → B → CHSBC Values: Openness + SustainabilityReasoning: Proactive but responsible pursuit; avoid rash actions or ignoring leads.

Scenario 20: Manager Unavailable During Urgent Issue

Critical system outage occurs; manager is unavailable.

Responses:A. Follow emergency protocol and inform stakeholders.B. Wait for manager to return before acting.C. Try to fix the issue alone without informing others.D. Inform peers but do nothing until manager responds.

Ranking: A → D → C → BHSBC Values: Dependability + ConnectednessReasoning: Protocol adherence ensures quick, correct response; waiting worsens risk.

Scenario 21: Customer Complains on Social Media

A customer posts negative feedback about HSBC service on Twitter, tagging your branch.

Responses:A. Acknowledge publicly and offer to resolve offline.B. Ignore — it’s not an official complaint channel.C. Respond defensively explaining policies.D. Report post to management and suggest escalation.

Ranking: A → D → C → BHSBC Values: Connectedness + DependabilityReasoning: A demonstrates empathy and proactive service; escalation is next best; defensiveness/ignoring harm reputation.

Scenario 22: Mistake in Monthly Report

You discover an error in a regulatory report about to be submitted.

Responses:A. Correct it immediately and inform your manager.B. Submit as is — deadline is more important.C. Escalate but don’t correct yourself.D. Wait for someone else to notice.

Ranking: A → C → D → BHSBC Values: DependabilityReasoning: Accuracy is critical for compliance; proactive correction is ideal.

Scenario 23: Peer Refuses to Share Data

A colleague withholds information critical to completing your work.

Responses:A. Discuss openly why you need it and request cooperation.B. Escalate immediately to manager.C. Work around them without asking.D. Publicly confront them in front of team.

Ranking: A → B → C → DHSBC Values: Connectedness + OpennessReasoning: Direct resolution fosters teamwork; escalate if unresolved; public confrontation is worst.

Scenario 24: New System Rollout Issues

Clients face difficulties after new digital platform launch.

Responses:A. Log issues and escalate to IT while reassuring clients.B. Tell clients to be patient; nothing you can do.C. Share workarounds with clients to reduce frustration.D. Avoid mentioning the problems unless asked.

Ranking: A → C → B → DHSBC Values: Dependability + Customer focusReasoning: Escalation + reassurance prioritizes client trust; workarounds help interim.

Scenario 25: Conflict Between Team Deadlines

Two teams need you to prioritize conflicting urgent tasks.

Responses:A. Clarify priorities with both teams/managers.B. Choose the one you prefer and finish it first.C. Try to complete both simultaneously under stress.D. Delay one without informing anyone.

Ranking: A → C → B → DHSBC Values: Connectedness + DependabilityReasoning: Clear prioritization avoids misalignment; multitasking is risky but better than ignoring.

Scenario 26: Client Demands Confidential Info

Client requests competitor data HSBC holds.

Responses:A. Politely refuse and explain confidentiality policy.B. Share data to build relationship.C. Refer client to public sources.D. Ignore request entirely.

Ranking: A → C → D → BHSBC Values: DependabilityReasoning: Protecting confidentiality is paramount; offering public info is acceptable.

Scenario 27: Peer Cuts Corners in Audit

You observe a colleague skipping steps during internal audit.

Responses:A. Address privately and stress risk.B. Report immediately to compliance.C. Ignore — it’s their responsibility.D. Follow their lead to save time.

Ranking: B → A → C → DHSBC Values: DependabilityReasoning: Immediate escalation protects compliance; private feedback is secondary.

Scenario 28: Cross-Functional Project Conflict

Two departments push conflicting agendas in a joint project.

Responses:A. Facilitate alignment session on shared goals.B. Escalate conflict to senior leadership.C. Support the department aligned with you.D. Withdraw involvement until resolved.

Ranking: A → B → C → DHSBC Values: Connectedness + OpennessReasoning: Mediation supports collaboration; escalation is backup; withdrawal is harmful.

Scenario 29: Customer Praises Your Work

Client compliments you for excellent service publicly.

Responses:A. Thank them and credit the team.B. Accept credit privately but avoid highlighting it.C. Use praise to demand promotion from manager.D. Post about it on social media tagging yourself.

Ranking: A → B → D → CHSBC Values: Connectedness + IntegrityReasoning: Sharing credit shows humility; self-promotion is least aligned with HSBC culture.

Scenario 30: Manager Unreachable During Crisis

Fraud alert triggered; manager is unavailable.

Responses:A. Follow escalation protocol and notify appropriate teams.B. Wait until manager returns to decide next step.C. Silence alarm and continue work.D. Attempt personal fix without informing anyone.

Ranking: A → D → B → CHSBC Values: DependabilityReasoning: Protocol first; individual fixes risky; ignoring alarms is worst.

Scenario 31: Customer Misunderstands Product

A client is upset, claiming you mis-sold a product (though you followed process).

Responses:A. Calmly explain product details and resolve misunderstanding.B. Blame customer for not reading terms.C. Offer refund immediately without checking facts.D. Escalate to manager for mediation.

Ranking: A → D → C → BHSBC Values: Connectedness + DependabilityReasoning: Clarification with empathy protects trust; escalation is backup.

Scenario 32: New Tech Training Resistance

Colleagues resist new banking platform training.

Responses:A. Highlight benefits and offer to help them learn.B. Ignore and let them figure it out themselves.C. Complain about resistance to management.D. Enforce training strictly without flexibility.

Ranking: A → D → C → BHSBC Values: Openness + ConnectednessReasoning: Supportive coaching builds engagement; strict enforcement is secondary.

Scenario 33: Confidential Info Accidentally Emailed

You mistakenly email confidential data to wrong recipient.

Responses:A. Notify IT/security immediately and recall message.B. Email recipient requesting deletion without escalation.C. Ignore and hope they won’t open it.D. Blame someone else to protect yourself.

Ranking: A → B → C → DHSBC Values: DependabilityReasoning: Immediate escalation protects data; hiding or blaming harms integrity.

Scenario 34: Customer Suggests Bribe

Client hints at “reward” for faster approval.

Responses:A. Decline firmly and report to compliance.B. Decline politely but take no further action.C. Ignore and process as normal.D. Accept to secure the deal.

Ranking: A → B → C → DHSBC Values: Dependability (Anti-bribery)Reasoning: Reporting ensures full compliance; ignoring is insufficient; accepting is unethical.

Scenario 35: Peer Spreads False Information

You hear a colleague spreading incorrect info about policy.

Responses:A. Correct them politely and share accurate info.B. Report them to manager immediately.C. Ignore — not your responsibility.D. Spread your own version to counter them.

Ranking: A → B → C → DHSBC Values: Openness + DependabilityReasoning: Correcting builds clarity; escalation if persistent.

Scenario 36: Customer Wants Off-Hours Service

Customer asks for personal help after hours.

Responses:A. Politely explain working hours and provide alternatives.B. Offer personal time to assist immediately.C. Ignore request completely.D. Refer them to customer care channels.

Ranking: D → A → B → CHSBC Values: Dependability + SustainabilityReasoning: Proper channels maintain work-life balance; personal help can set wrong precedent.

Scenario 37: Manager Favors Certain Team Members

You notice unfair workload distribution by your manager.

Responses:A. Raise concern privately and suggest fair allocation.B. Escalate directly to HR without manager discussion.C. Ignore — unfairness is common.D. Confront manager publicly in meeting.

Ranking: A → B → C → DHSBC Values: Connectedness + IntegrityReasoning: Private feedback is professional; escalation only if unresolved; public confrontation is worst.

Scenario 38: Project Deadline Conflict with Ethics

Tight deadline requires skipping due diligence checks.

Responses:A. Insist on due diligence despite delay.B. Complete work quickly and fix later.C. Escalate ethical concern to leadership.D. Do minimal checks to appear compliant.

Ranking: A → C → D → BHSBC Values: Dependability + SustainabilityReasoning: Compliance first; escalate if unresolved; shortcuts violate trust.

Scenario 39: Customer Misplaces Card Overseas

A client loses their card abroad and demands instant replacement.

Responses:A. Explain security steps and guide on emergency services.B. Blame client for negligence.C. Suggest quick workaround outside HSBC process.D. Delay help until client returns.

Ranking: A → D → C → BHSBC Values: Dependability + Customer focusReasoning: Reassuring while following protocol shows integrity; blaming harms trust.

Scenario 40: Team Member Avoids Responsibility

A peer refuses to own up to errors affecting the project.

Responses:A. Address privately and encourage accountability.B. Escalate pattern to manager with evidence.C. Ignore — not your problem.D. Publicly call them out during meeting.

Ranking: A → B → C → D

HSBC Values: Connectedness + IntegrityReasoning: Private resolution builds trust; escalate if recurring; public shaming damages team morale.