听力原文：M: Who do you think will service people better？W: Should be those people who appe

听力原文：M: Who do you think will service people better？

W: Should be those people who appear friendly in a job interview.

M: Not necessarily, just as it's false to think that talkative people make better sales representatives than quieter, more thoughtful people.

W: But being friendly is very important to being a better service person.

M: You know in an employment interview, many people can be whomever they think you want for the job. Even if you've hired many, many people, you can be fooled. A true service personality is not something you can directly observe or quickly detect.

W: Then, who should be the people that you will hire？

M: Not all customer service jobs are the same. Someone at a discount store may share some characteristics with a man in a special service unit of a firm that constructs nuclear power plants. But people in both jobs will likely have distinct characteristics that make them ideally suited for one or the other position.

W: Then what kind of personality will be suited to a particular job？

M: Well, first you need to understand what the job truly requires.

W: How do you do that？

M: You analyze the job. Determine the fundamental skills it takes to perform. it well.

W: What are some of these skills？

M: Such skills include: analytic, creative, computational, interpersonal, project management, conflict resolution, negotiating, and time management.

W: You mean I can identify some skills？

M: Yes. If you assign yourself the task, you can probably identify many of the true skills that lie within a particular job.

W: What is the advantage of it？

M: When you match a job's skill characteristics to a person, you vastly increase the chances for a successful hire.

(20)

A．How to acquire the necessary skill.

B．How to find a job of high salary.

C．How to design a reliable interview.

D．How to hire the type of service people you need.