Job Interview Skills Week 13

This week, we will take a closer look at customer service and negotiation.

Hour 1

Schedule (5)

  • This is week 13.
  • Next week (14) is review for the final exam.
  • Week 15 final exam. Good-bye and good luck.

 

This Week (5)

Sample questions from Starbucks. (15)

Customer service is a big part of any job these days. How you solve conflict is an important job skill.

Let’s learn a little bit about customer service so that you are well prepared to answer this question during interview. Plus, you can learn a new way to view problems.

  • Position versus interest (20)
  • An exercise in customer service negotiation (toaster). (20)
  • A negotiation in creative problem solving (gas station). (40)

 

Part 1. Starbucks Interview Questions (15)

This slide show review some actual questions that are asked during a Starbucks interview for a barista.

 

Part 2. Mini Lecture (10)

  • Positions versus interests.

 

 

Part 3. Reading Exercise – Apply your knowledge (15)

You are going to read a short story that involves a problem and a solution. The problem is in the story, but the solution is not.

Here is what I want you to do while working with a partner

  • Read the story.
  • Summarize the key points of the story in negotiation terms.
  • Answer the questions at the end of the story. 

 

Hour 2

Part 4. Negotiation Activity (40)

The Texas Oil Role Play Game. 

  • introduce it (5)
  • read role card (10)
  • negotiate (10)
  • debrief it (5)

Debrief Questions

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