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  3. Task Sheet： A：Time Management：the impotance of prioritizing tasks of work B：Recruitment：how to select competent applican

Task Sheet： A：Time Management：the impotance of prioritizing tasks of work B：Recruitment：how to select competent applican

admin2010-01-31  141
问题 Task Sheet：
   A：Time Management：the impotance of prioritizing tasks of work
   B：Recruitment：how to select competent applicants
   C：Customer Relations：how to deal with customer complaints effectively
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答案
解析 A：Time Management：the importance of prioritizing tasks of worksuggested ideas：
   ?One Important aspect of time management is to know how to prioritize tasks of work．There are always all kinds of tasks to be fulfilled at work．One often feels that there is not enough time to complete aIlthese tasks and thus feels stressed．However，if one is good at managing time．One can al-ways find time to complete all the tasks。  What is impo~ant in time management is to p rioritize the tasks one has to finish and allocate one’s time in accordance with the priorities．Some of these tasks are urgent tasks and need to be fulfilled as soon as possible whereas other tasks are not uraent and can be postponed for a while．
   ? For example．suppose you work as the assistant to the general manager of your company．The general manager has  given  you several tasks for the day：to draft a letter in answer to the chairman’s inquiry letter about the investment agreement to be signed tomorrow：to send an email to all the staff for a staff meeting to be held next week；to arrange a dinner with an important client for the coming weekend；in addition，you have all the routine work to do：to answer telephone calls：to take telephone messages for the general manager；to dictate all his instructions and pass on the instructions to all department managers．It seems that the first priority for today’s work is to do all the routine work as they cannot be postponed．Then you need to squeeze in the other assigned tasks in the following order：to fast read the chairman’s letter and the investment agreement in Order to draft the letter in answer；to call the client to find out what time of the week．end is convenient and then call a good restaurant to reserve a room for the dinner；to find out from the HR manager the venue and time for the staff meeting and then send the email on behalf of the general manager to request everyone to be present at the scheduled meeting．If there is not enough time for you to complete all these tasks in addition to your routine work．Then perhaps you can draft and send the email early next morning when you come to the office．
B：Recruitment：how to select competent applicants
   Suggested Ideas：
   ? First．it is important to decide on the requirements for applicants，because only when the requlrements are set，can the recruitment panel judge whether an applicant is competent or not.To set the reauirements for a certain job，it is important to decide on the responsibilities for the job.For example，if the job is that of a receptionist，then，its responsibilities would probably include：to answer telephone calIs with good telephone manners，to take telephone messages in both Chinese and English．to receive visitors in a professional way，to be able to communicate with English speaking caIIers．visitors，clients，to respond to emails sent by visitors and clients，etc．Then the requtrements for such a iob could be set as：having a certificate for basic computer skills，a certificate showing level of English proficiency，etc.
   ? Secondlv，it is important to prepare a job advertisement describing the responsibilities and requirements and have the advertisement publicized so as to invite applications.
   ? Thirdlv，when all the applications are submitted，it is important to screen the CVs of job applicants and shortlist the applicants for going through further recruitment procedures such as sitting in a standardized test and being interviewed．
   ? Next．it is important to give those applicants whose CVs seem to meet the requirements a standard-ized test to find out if they do meet the requirements．
   ? FinaIIV．it is important to interview those who have passed the test and make the final decision who is the most competent applicant for the job．
C：Customer Relations：how to deal with customer complaints effectively
   Suggested Ideas：
   ? First．it is important to make the staff realize and accept the concept that customers are the God and they are always right．
   ?  Secondly，it is important to provide the staff with necessary training to teach them how to deal with customer complaints effectively．This training program may include training in the following aspects：how to respond to customer complaints politely；how to listen to customer complaints patiently with-out showing any impatience；how to interact with complaining customers in a professional way；how to make them feel that their complaints have been received with appreciation and will be dealt with in their favor；how to make use of the internal system to deal with customer complaints effectively.
   ? Thirdly．it is important to set up an internal system for dealing with customer complaints effectivelY.
   This system may include the following：
   ——having a customer hot line especially for receiving customer complaints.
   ——havina a section on the company website for customers to post their complaints.
   ——assigning a special team whose main responsibility is to deal with customer complainls received through the hot line or emails or letters and faxes．
   ——havina a requirement that all customer complaints must be responded to within 3 days．
   ——keeping a record of all customer complaints and how these complaints have been dealt with and by whom．
   ——writjng an annual report to summarize what kinds of complaints have been made by customers，how they have been dealt with．what is the most effective way for dealing with customer complaints．who has/have done a good job in dealing with customer complaints effectively，how to improve work in this respect．
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