Mazda Training manual - part 127

 

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Mazda Training manual - part 127

 

 

Level Test 

 

THE SOLUTION 

NUMBER ONE 

Conflict Management and Problem Solving 

 

NUMBER TWO 

Resolving Complaints, Building Good Relationships and Saying No 

 

Curriculum Training 

3 

Level Test 

 

THE SOLUTION 

NUMBER THREE 

Dealing with Stress 

 

Curriculum Training 

4 

Level Test 

MARKING SHEET 

Delegate’s Name: 

Dealership Location: 

Tester’s Name: 

Date of Test: 

Tester’s overall comments: 

Tester’s signature: 

Date: 

Reviewer’s overall comments: 

Reviewer’s Name:  

Reviewer’s signature: 

Date: 

 

Curriculum Training 

5 

Level Test 

 

SOLUTIONS FOR NUMBER ONE 

ACTION MAXIMUM 

MARKS TO 

AWARD 

MARKS 

GIVEN 

Conflict Management 

 

 

– 

Being Assertive: 

5  

– 

Items such as: expressing thoughts, feelings and beliefs in a direct, 
honest and appropriate way; working towards a “win-win” solution; 
never moving into aggressiveness 

5  

– 

Being Cooperative: 

5  

– 

Items such as: allowing some give and take; taking care to 
understand the customer’s point of view; working with the 
customer as a fellow team member; again working towards a 
“win-win” solution 

5  

Problem Solving 

 

 

– 

Understanding the Problem: 

3  

– 

Items such as: understanding the aim; understanding what the 
unknowns are; understanding available, missing or irrelevant 
information 

2  

– 

Devising a Plan: 

5  

– 

Items such as: looking for a pattern; using a technique used 
elsewhere; devising and assessing the plan; deciding whether it 
will work 

5  

– 

Carrying Out the Plan: 

5  

– 

Items such as: presenting and agreeing the plan; implementing 
the plan; checking each step as you go; recording what has 
happened 

5  

– 

Looking Back: 

3  

– 

Items such as: checking the results; asking whether we could have 
used a better method 

2  

 

50 

 

Supporting comments (continue on reverse if necessary) 

Curriculum Training 

6 

 

 

 

 

 

 

 

Content   ..  125  126  127  128   ..