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  3. Task Sheet for Candidate A Task Sheet 1A: Customer service: how to deligh

Task Sheet for Candidate A Task Sheet 1A: Customer service: how to deligh

游客2025-06-03  12
问题    Task Sheet for Candidate A
   Task Sheet 1
A: Customer service: how to delight your customers
B: Employee relations: the dangers of tuning out employee complaints
C: Leadership training: what makes for an effective leader
   Task Sheet for Candidate B
   Task Sheet 2
A: Customer relations: what should be done to keep customers for life.
B: Communication: how to respond to criticism,
C: Staff management: the functions that teams perform better than individuals
选项
答案 Interviewer： Now, I will give each of you three topics. You will have to choose one from them, prepare for it in one minute and talk about it for one minute.  OK? Wang Jie, here are your topics. And here are yours, Yu Cheng. You can make notes on the paper I gave you during your preparation.
All right. Wang Jie, which topic are you going to talk about?
Wang Jie: I’d like to talk about B~ Employee relations.
Interviewer: OK. You have one minute to talk. Yu Cheng and I will listen to you. Yu Cheng, after Wang Jie’s talk, you have to ask her a question. Now, Wang Jie, you may start. I’ll stop you at the end of one minute.
Wang Jie： The relationship between the employers and employees are important to a company. If the employers can’t deal with such relationship very well, the consequence will be very serious. As a company, although how good the welfare is or how good the environment is, employees tend nut to be fully satisfactory with all aspects of the company. So complaints will appear. Handling employees’ complaints is a very important aspect of the relationship between the employees and us. If we don’t handle employee complaints very well, we may create resentment, low morale, low   productivity   and   increased   turnover. Ignoring worker concerns or objections could further land us in deep  trouble,  legal and otherwise. Moreover, Workplace violence and stalking is intensifying as well. Eh, meanwhile
Interviewer：Thank you.  It’s time.  Now, Yu Cheng, what is the question you’d like to ask Wang Jie?
Yu Cheng: Wang Jie, what are you going to do to handle the employees’ complaint?
Wang Jie： Well, I may find a suitable time to talk with my employees and find the reasons for their complaints. If their complaints are reasonable, I will find ways to compensate.
Interviewer： OK.  Now, Yu Cheng, it’s your turn. Which topic have you chosen, please?
Yu Cheng: Staff management.
Interviewer: OK. You have one minute to talk. Wang .Tie and I will listen to you. Wang Jie, after Yu Cheng’s talk,  you have  to ask  him a question. Now, Yu Cbeng, you may start. I’ll stop you at the end of one minute.
Yu Cheng: I think groups can produce more and better solutions to a problem. One group consists of  several  people.  When  they  face  some problems, they can discuss and gather all their ideas together to find better solutions,  while individuals sometimes confine themselves into a very narrow space and it’s difficult for them to jump out immediately.  Groups can also make more efficient use of resources.  Individual’s power is limited. They can’t find all aspects of resources, whereas people in groups can find different resources separately. Enough resources can provide them more efficient use of resources. At the same time, people in one group can encourage each other to do tasks.  So social motivation seems to be higher in the presence of others. And where tasks involving random error are in process, teams tend to produce superior judgments.  Teams  learn  faster  and  teams minimize the sense of responsibility of any one member for the outcome. Individuals will afford more responsibility than people in a team.
Interviewer: Thank you. Time is up. Now, Wang Jie, what is the question you’d like to ask Yu Cheng?
Wang Jie: You’ve mentioned the advantages of teams. Are there any disadvantages which teams have in you opinion?
Yu  Cheng:  Sure,  I  think  people  in  teams sometimes tend to be lazy, because they may think that if they don’t try their best to find resources, others are going to find out.
Interviewer: Thank you.
解析
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