DECISION MAKING

WHAT IS DECISION MAKING

Meaning
• Decision making refers to choosing the most appropriate course of action among given alternatives

In CSAT context
• You are NOT asked what you would do personally
• You are asked to choose the BEST option among given choices

NATURE OF CSAT DECISION MAKING QUESTIONS

Key Characteristics
• No numerical calculation
• Multiple stakeholders involved
• Ethical, administrative, or social situations
• Options appear similar, but one is better balanced

IMPORTANT PRINCIPLES OF CSAT DECISION MAKING

PRINCIPLE OF OBJECTIVITY

• Decision should be unbiased
• Personal emotions or preferences must be avoided

PRINCIPLE OF LEGALITY

• Decision must be within rules, laws, and authority
• Illegal or arbitrary actions must be rejected

PRINCIPLE OF PRACTICALITY

• Decision should be realistically implementable
• Extreme or idealistic options are usually incorrect

PRINCIPLE OF ETHICAL NEUTRALITY

• Avoid moral preaching
• Choose balanced and fair option

COMMON TYPES OF DECISION MAKING QUESTIONS

ADMINISTRATIVE SITUATIONS

Examples
• Public service delivery
• Handling complaints
• Conflict between efficiency and fairness

SOCIAL SITUATIONS

Examples
• Gender issues
• Poverty-related decisions
• Community conflict

WORKPLACE / ORGANISATIONAL SITUATIONS

Examples
• Team conflict
• Resource allocation
• Leadership challenges

HOW TO APPROACH A DECISION MAKING QUESTION

Step 1
• Read the situation carefully

Step 2
• Identify the core problem

Step 3
• Identify stakeholders involved

Step 4
• Eliminate extreme options

Step 5
• Choose balanced and lawful option

OPTION ELIMINATION TECHNIQUE (MOST IMPORTANT)

Eliminate options that:
• Are illegal or unethical
• Are emotionally driven
• Are too harsh or too lenient
• Avoid the problem instead of solving it

PRACTICE QUESTIONS 

Question 1
You are the head of a department. A junior employee repeatedly comes late to office due to family problems, affecting work output. What should you do?
a) Strictly penalise the employee
b) Ignore the issue completely
c) Counsel the employee and explore flexible arrangements while ensuring work is completed
d) Transfer the employee immediately

Question 2
As a public official, you notice that a welfare scheme is not reaching deserving beneficiaries due to procedural delays. What is the best course of action?
a) Publicly criticise the system
b) Bypass procedures completely
c) Work within rules to simplify procedures and monitor implementation
d) Take no action as procedures exist

Question 3
You are part of a committee allocating limited funds among multiple projects. All projects are important. What should be your approach?
a) Allocate funds equally to all
b) Allocate funds to only one project
c) Prioritise projects based on urgency and impact
d) Leave the decision to seniors

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Subject: CSAT

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