Questions 11-12
Choose two letters A-E.
Write your answers in boxes 11-12 on your answer sheet.
Which TWO first-shift habits does Hector present as more useful than trying to appear fully prepared?
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memorise the layout
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observe experienced helpers
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impress senior staff
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ask when unsure
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socialise with peers
(A) is incorrect. Layout learning, making an impression, and socialising are not treated as first-shift priorities.
(B) is correct. Hector says new volunteers learn most by watching how experienced helpers respond to members of the public.
(C) is incorrect. Layout learning, making an impression, and socialising are not treated as first-shift priorities.
(D) is correct. Helena urges volunteers not to pretend they understand, but to ask staff for help.
(E) is incorrect. Layout learning, making an impression, and socialising are not treated as first-shift priorities.
Associated Text:
The most useful thing you can do on your very first shift is simply to listen. When a more experienced volunteer is helping a member of the public, stand back, watch how they handle the question, and pick up the phrases they use.
(A) is incorrect. Layout learning, making an impression, and socialising are not treated as first-shift priorities.
(B) is correct. Hector says new volunteers learn most by watching how experienced helpers respond to members of the public.
(C) is incorrect. Layout learning, making an impression, and socialising are not treated as first-shift priorities.
(D) is correct. Helena urges volunteers not to pretend they understand, but to ask staff for help.
(E) is incorrect. Layout learning, making an impression, and socialising are not treated as first-shift priorities.
Associated Text:
Please resist that temptation. The catalogue system is genuinely complicated and nobody, not even I, was able to use it confidently in the first week. So make a habit of asking, it really is the quickest way to look professional in front of the public
Questions 13-14
Choose two letters A-E.
Write your answers in boxes 13-14 on your answer sheet.
Which TWO roles will supervisors take on without doing the volunteers' work for them?
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set monthly targets
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take over disputes
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write final reports
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review difficult moments
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do routine duties
(A) is correct. Supervisors help convert each volunteer's general reason for joining into realistic short-term targets.
(B) is incorrect. Supervisors do not take over conversations, write reports, or perform shelving and cataloguing for the volunteers.
(C) is incorrect. Supervisors do not take over conversations, write reports, or perform shelving and cataloguing for the volunteers.
(D) is correct. Supervisors help volunteers think through difficult encounters afterwards and consider a better response.
(E) is incorrect. Supervisors do not take over conversations, write reports, or perform shelving and cataloguing for the volunteers.
Associated Text:
your supervisor's role is to sit down with you in your first week and turn that general reason into one or two specific monthly targets
(A) is correct. Supervisors help convert each volunteer's general reason for joining into realistic short-term targets.
(B) is incorrect. Supervisors do not take over conversations, write reports, or perform shelving and cataloguing for the volunteers.
(C) is incorrect. Supervisors do not take over conversations, write reports, or perform shelving and cataloguing for the volunteers.
(D) is correct. Supervisors help volunteers think through difficult encounters afterwards and consider a better response.
(E) is incorrect. Supervisors do not take over conversations, write reports, or perform shelving and cataloguing for the volunteers.
Associated Text:
Your supervisor will sit down with you afterwards and help you reflect on what happened and what you might try differently next time.
Questions 15-20
How is each of the following aspects of library work introduced to new volunteers?
- whole-team briefing
- private guidance meeting
- handled for you
Write the correct letter
A-C next to questions 15-20.
The correct answer is B because searching the library database is taught individually at a terminal with the supervisor.
Associated Text:
the material is genuinely complex and we've found that the best way to teach it is in a one to one session, sitting down with your supervisor at a terminal.
The correct answer is A because emergency evacuation arrangements are covered for everyone during the shared first-day briefing.
Associated Text:
Fire safety is covered as part of this group induction, this morning, immediately after we finish here.
The correct answer is C because reader payments are handled by the supervisor on the volunteer's behalf at first.
Associated Text:
Your supervisor will deal with all transactions on your behalf for the first three months.
The correct answer is B because responding to unhappy users is taught individually in a private session with the supervisor.
Associated Text:
Your supervisor will go through complaint procedures with you in a private session, normally during week four.
The correct answer is A because protecting member details is covered on the first day with the whole volunteer group.
Associated Text:
every volunteer in the building must understand these rules from day one, there's no flexibility about it, so we cover that today, as part of the group induction
The correct answer is C because requests from other libraries are handled by the supervisor for now while the volunteer can shadow them.
Associated Text:
For now your supervisor will handle inter library loans for any reader who comes to your desk. You can shadow them while they do it.
