1． What’s important when recruiting new staff?

l Personal quality (cooperative, good interpersonal skills, extrovert, easygoing, smart)

l Previous experience (familiarity of our company)

l recruitment agency

必背资料：

I believe it is very important for employers to observe the applicants’ or employees’ interpersonal skills when they make their selection. We cannot just witness the academy award performance of the applicants or employees. We need to ask questions regarding the applicant’s interpersonal relationships with people in other social. Most jobs are not performed in isolation and the need to interact is often essential.

During the interview we will consider applicant’s answer and feedback and make judgment on his quality and personality. If he for example can demonstrate his understanding of what the company is dealing with and his idea of the company’s future development he is very likely to be hired because he cares about our company, and is willing to work here.

Hiring an established recruitment agency to work for us is very important when we recruit senior staff. Recruitment agency is a kind of organization that can seek the most qualified senior staff available for a specific position. Most recruitment agencies normally develop a close relationship with their clients. They will acquire an intimate knowledge of your organization, your corporate culture, your structure and the position to be filled in your company. This enables them to gain a clear understanding of our company’s goals and the job qualifications required. This will make our recruitment process far more effective and efficient.

What’s important when arranging staff training?

l Content of the course

l Selecting staff to attend

l Quality of keynote speakers

l Length of course

The content of the course is very important when we organize an in-house training course. We must choose the appropriate content to suit the need of the participants. Even a perfectly conceived training program can fail if we cannot convince the participants that the content of the course is systemically selected. Participants must believe that the training course has value and will help them achieve their personal and professional goals. Therefore, we as organizers of the training course must first ensure that the content of the course is what our participants want.

Length of course is also an important consideration in preparing a training course. We need a lot of time and opportunities to think out questions or do tasks. A course at appropriate length also can give us opportunities to reinforce or correct our own errors and work out solutions. What’s more, if the course is too short we cannot have enough time to digest all the knowledge we’ve learned.

We should first pay attention to the types of our audiences. Generally speaking our audiences can be divided into several types during the presentation. Some audiences are experts in the sub-area we are talking about, some are experts in the general area, and others know little or nothing. Therefore when we give the presentation, most audiences should be addressed in layers. That is to say we must decide who is most important to us. For example, we can pitch the body to experts, but make the forecast and summary accessible to all. Thus we can ensure everyone during the presentation is satisfied to get what they want and they will all regard our presentation fruitful and effective.

When you decide to attend a conference you must first check the quality of the speaker. That is to say the speakers invited to deliver speeches during the conference should be qualified. If the conference organizers select the right keynote speakers they will have an excellent way to begin their conferences and create excitement for their attendees. Qualified speakers can help a lot to set the tone of the conference on a high level. A conference equipped with wisely selected speakers must be an excellent one.

2． What’s important when conducting staff appraisal?

l On performance or contribution

l Financial benefits

l Career development

The only criterion when we select staff for promotion is his or her performance. Performance demonstrates your employee’s ability to sell products promote products communicate with your clients and deal with crisis. All of these abilities are what you and your company need in many fields of your business. Therefore when you promote an employee who might become the core of the management of your company it is important for you to consider his or her performance. Some of the performance may include your ability to communicate and co-operate with others; your ability to deal with the current job; your ability to control and manage your staff as well as your ability to handle crisis when they occur.

I think financial benefits play a very important role in staff motivation. As managers we should treat our employees as valuable members of our team and pay them a salary that reflects their worth. To some extend, money can be the main motivator for staff to do an excellent job. A poor salary will ensure that you lose good staff, and that leads to higher staff turnover. Therefore we must ensure that financial benefits are available to our staff members in relation to their expected contributions.

As an employee the opportunities you can get for future promotion from your career is very important and therefore should be your first consideration. For most of us who starts our career our dreams are all about getting promotions, taking more and more responsibilities and finally reaching the top of the management. In order to realize these dreams we employees need a company or an organization that can provide us with plenty of career opportunities and sound environment. In a company where such opportunities are rare it is impossible for you to realize your dream. In addition a lot of your precious time will be wasted.

3． What’s important when working in a team?

l Selecting staff to attend

l Leader

l Experience

l Information sharing

l

Staff: Work towards a common objective; Everyone makes an equal contribution to the team; The members share information effectively within the team. Team members take on responsibility and are accountable when things go wrong.

Leader:　 Cooperate fully with each other; Trust each other; Listen to different points of view; Talk openly and honestly with each other; Offer help when others are under pressure;

We must see to it that the team members have a variety of work experience. Usually we build a team in order to manage a systematic project rather than a single one. Therefore we need specialists in many business domains, not professionals in just one field. For example, in order to build a team to develop our new products, we need members with various work background like production, pricing, advertising, purchasing and selling. If we only recruit members from advertising or purchasing department, we cannot accomplish the project at all.

Information sharing will become extremely important to companies in the future. In order to gain information ASAP, company will more widely use the internet which can provide a comprehensive range of information on marketing, transporting, suppliers, staff training, technical assistance and support.

4． What’s important when managing a project?

l Set clear and reachable objectives

l Teamwork (Organize people)

I think time management is very important when we deal with a heavy workload. We can apply time management skills to decide our work priorities and find out what to spend our time on. When facing a heavy workload we need to know our priorities and deadlines so that we can focus on what we need to do and find out what the key targets to be achieved are, and how achievement will be measured. Time management skills also explain how to clarify our job with our employees, and concentrate on doing well in the areas he or she considers being most important. By concentrating on the right priorities we can ensure that our employees are always working as effectively as possible when dealing with a heavy workload.

To manage projects involves heavy workload and requires much of the company’s energy and human resource. However by using teamwork we can make this complicated work become simple and easy. First when we set up a project-oriented teamwork all members of the projects are united and work in a teamwork spirit. That means they work more systemically and coordinate more with each other. As leaders we won’t worry about the time we will have to waste on the coordinating procedures anymore. Second by using teamwork we can create a sound and effective communication with the project and monitor the communication between members as well as the communication between boss and subordinates. Third in a team everyone tries to help others in their work and a lot of problems can be solved quickly after they occur. The managers can thus save the energy and time for trouble-shooting.

5． What’s important when promoting a new product?

l Pricing policies/ Budget

l Making advertisement

l Market research (customer’s needs/ Customer service, competitors conditions, local channels)

l Packaging

Pricing is the most important consideration when we develop new products. First, we should set our price at an appropriate level. We should not set the price too high without the consideration of the affordability of our customers. On the other hand, we should not attempt to gain business by slashing prices regardless of costs. The price level we set should at least include all the cost and investment and make us gain some margins. We should carry out an investigation or market research in the target market to see what price level can be accepted by our potential customers.

You must then consider the choice of media. Different types of media have different effects and advantages. Which type of the media to choose is dependent on the purposes you want to achieve. If you want to advertise your products on a regular basis, you can choose newspaper. The immediacy of a daily newspaper's news will cause readers to pick it up within a predictable time frame. So you so know when readers receive your messages.

If you want to make your advertisement relatively cost-effective, the internet is your best choice. The internet ad costs can be independent of the size of the audience. A Web presence will cost the same regardless of how many viewers your site has. Only in this way can you make your advertisement effective and your investment a reward one.

In my opinion market research should be the most important consideration when we develop new products. Our customers’ tastes and requirements have to be taken into account if our new products are not to be left unsold. That is to say our new products need to be available in the right quantity, at the right place, at the right price and at the right time. We need to approach some sensitive problems by conducting market research. In fact a business can only survive if it is able to anticipate the needs of consumers and continue to do so.

The packaging of our products is in fact a kind of advertisement for our products. So when we decide on packaging for products we must first consider if the packaging can reflect the image of our products. It must best represent the quality of our products through its design and layout which can attract our customers to buy our products. The packaging should show the distinctive features of our products so that every customer can have a better understanding of our products after just taking a look at our products. And we should make sure that the customers can identify our products immediately through the packaging.

6． What’s important when improving customer service?

l Training staff

l Opening more branches

l Surveying customer satisfaction

l

Better customer service means less complains. In light of this, staff training is important and useful when we intend to improve customer service. In the training courses, staff can improve their professional skills. This will ensure that customers enjoy quick service. If the staffs are less experienced, that is to say, they are not able to solve customer’s problems immediately, customers will surely complain about the poor service. Supposing a customer brings in a damaged radio, but our service people keep him waiting for hours before fixing it, we might be criticized for wasting his valuable time.

Training courses on some interpersonal skills are also proved effective, such as how to apologize, how to explain in a polity way, how to be more patient, how to entertain customers, etc. A friendly and warm smile will always be able to pacify the customer’s anger. While keeping them waiting to collect the repaired product, we can serve them with a cup of coffee, and arrange one staff to listen to his complains and in return ask them for some advice. This will not only make them feel being respected, but also help us collect some first hand data to improve customer service.

Opening more branches is also very important when improving customer service. It means that customers don’t have to go a long way to get their products fixed. They can enjoy the convenience of living near our branch and receive more prompt service or even field maintenance.

Doing surveys is an important part in improving customer service. If we don’t collect their opinions on our service, we may easily get satisfied with our present work and neglect some potential flaws. If we don’t doing surveys, we can not well meet their wants and needs. We should carry out customer satisfaction surveys. So it will provide our company with the information necessary to evaluate performance and customer needs. The data also helps determine required updates/upgrades purchases of new equipment, which is critical to our efforts to track and improve customer satisfaction. We can also use this data to help prioritize the service areas in need of improvement in the future.