2004-3-16
Chapter
Citizen2yy@hotmail.com The world is so wonderful, don't know, I have seen it, I didn't expect. [Inert]
The CCTV Economic Channel "Dialogue" column has not been a dialogue for Tang Jun, President of the original Microsoft Chinese company. At the end of the conversation section, Tang Jun moved out of the so-called Microsoft test questions that had already spread very widely on the Internet. The topic is like this: the salesperson Xiao Wang put a laptop worth 20,000 yuan, sold Mr. Li with 10,000 yuan. As a manager of Xiao Wang, you need to write a letter to Mr. Li to return this 10,000 yuan.
There are 4 answers on the scene:
Answer 1: Mr. Li, hello, I am very sorry. Since our salesperson Xiao Wang's work is mistaken, it has led to you 10,000 yuan of laptop, causing our company's economic losses. I hope that you will return the difference between the difference of 10,000 yuan to us. We will send a beautiful gift to show us, I wish you good health, happy work. A certain company, a certain manager.
Answer 2: Mr. Li, first of all, I am sorry to represent our company and our employees. Because of our mistakes, give you a lot of trouble. Because our salesperson is wrong to sell a notebook of 20,000 yuan, it is sold to you. But I think you must be a very high quality person. I think every person has a mistake, then our salesperson has made such a mistake, so it has caused a loss. Then I think you should have a very tolerant mind to forgive our salesperson. Because of your tolerance, our company and our salesperson will do better, then save this error.
Answer 3: The beginning of the letter is the same as front, it means to apologize, state the facts. Then explain it, if you don't pay this 10,000 yuan, press our company's system, Xiao Wang himself needs to make up this 10,000 yuan. But her family is very poor, she can't supplement this 10,000 yuan. But if this, she must lose this job according to the company's system. But I am her boss, according to my observation, I think Xiao Wang is a very good young man. She is just a negligence, so I can not give her a chance to give her a chance from respect to a young future.
Answer 4: The little king is indeed because of the mistakes in her work, but, in order to compensate for this loss to bring the loss, she will also give 10,000 yuan in the past year. Company, and she does not want us to chase this 10,000 yuan. Because she said this is the mistake of her work, she doesn't want to bring you too much trouble. Then I am here, I just want to tell you, we have this excellent staff, we are very proud of her. With such a employee, we are very proud. I returned to you, that is, in such an environment, she puts the annual salary to subsidize such a mistake, and her realm is high to she doesn't want to interfere with you. I don't want to tell you that there is such a thing, she is willing to bear all everything. So as you, how would you facing this problem?
[Feedback]
In order to better analyze this problem, we feedback on the above four answers, ie, the respondent is Mr. Li, what kind of feedback will he receive after he receives these letters.
Answer 1: I don't want to return the money. After I got the goods, the buying and selling behavior has been completed, and what the mistakes appeared were already in trouble, and this beautiful gift did not have any substantive benefits for me. In fact, I will suffer. Now that we are in itself a kind of trading relationship, so I am the most interesting relationship with you, and now this situation makes my interests.
To answer 2: Your good words make me a certain satisfaction in self-esteem and vanity, so I will consider retreating money to you.
To answer 3: The last answer still let me feel a certain hypocritical ingredient, everyone has a certain alert for someone else's suggestion, so although you directly face him, the opening is compliment or Praise, listening is more comfortable, but will not fight from the bottom of your heart. Then this letter directly put Li Mr. Li's position in a high-quality person. It honestly said this, let me think that my quality is at least with him equal or higher than him. This kind of suggestion is what I will do or I am willing to do, this is the routine practice of our qualities.
Answer 4: I will be willing to use another way to supplement something greater than or equal to 10,000 yuan to Xiao Wang. Xiao Wang did, explaining how good employees, I will appreciate this approach, but I will apologize for him, on the other hand, I will not give him money directly, because this will affect him. Realm.
[Re-examination of the problem]
After investigation, 60% of the respondents who are willing to pay attention to the money, they think that the reason is that I have a weak person who has been written. 40% of the respondents who are willing to pay attention to, think that the reason is willing to pay back, I want to pay attention to money, and there is not much relationship with this letter. Whether the problem is solved here? Do you really reach our goal? Tang Jun thinks when analyzing: Many people say that I hope to solve this problem through the means, and then some other people say that I reward you with a mouse. It is very difficult to use this way or I will give you a free two-year service, and many people think about this problem. In fact, this problem is not here, the fundamental problem is how to touch him.
Reader friends, do you read it after watching Tang Jun? If you are the manager of Xiao Wang, will it think about "how to force Mr. Li"? Or, if you are the manager of Xiao Wang's manager, you will think that the fundamental problem of your subsidiaries is "how to hit Mr. Li"? In turn, if you are a little king, you will think that your manager's fundamental problem is "How to Impress Mr. Li"? If you are Mr. Li, you think this manager's fundamental question is "How to Impress Li Mr."? If you are a corporate image planner, you think this manager's fundamental question is "How to Impress Li Mr."? Like me now, a side by side that doesn't matter, it will think that the fundamental problem of this manager is "How to Impress Mr. Li"? [Problem solution]
Now, we face a problem, we need to find a solution to the problem, this method must be able to help us get rid of the true, and quickly find the true location of the problem quickly. We may wish to find a problem to solve according to this case. "The problem is the difference between things and feelings that feel. (Jerald Winberg)" We know, every person is watching the problem, no matter what, you can't get our subjective experience. So how do you find the true location of the problem until a final solution, you will have a variety of relationships with your personal experience. Regardless of this experience, it will lead to the problem of the problem. Experience requires accumulation, experience also needs to accumulate, but we don't have much time to think about every most basic problem from the head, this is, if we don't have to wait 6 billion people waiting for Apple's drop under the apple tree. Accepted and understood that there is a general gravitation. More than 20 years ago, two Americans published a sub-book entitled "real place to find problems", the book claims that "Church You a new idea of analyzing questions, let you easily solve the problem." The author believes that if you play a problem solvers, then you should work hard to answer when the game starts: Who is a problem? Then, let's answer every group of people answering this question, ask: What is your problem? Let's take a look at this so-called Microsoft interview topic according to the book. First, we need to make a clear question. Who is this problem? The four kinds of answers in front are different, but there is a little but consistent - that is the people who have problems. Suppose we are located in the manager of Xiao Wang, Xiao Wang, the general manager of the company, Mr. Li, corporate image planner, ordinary bystanders, suppose they are our customers, we may get a very different answer . There is a problem with the problem with the problem, or the problem that has a problem, a possible solution
1. Make the company's loss of 10,000 yuan
2. It will be criticized by leadership
3. I may need to lose money
4. May lose work
5. Lost confidence in work
1. I want to find a wrong price
2. Take the responsibility, indicating that it is no longer committed
3. Cry the leadership, let the amount of lost money minimize
4. Bo to get colleagues, let them help
5. Don't do this, or work harder
Xiao Wang's manager
1. Make the company's loss of 10,000 yuan
2. Will be responsible for the dereliction of delivery
3. Re-assessment of Xiao Wang's work ability
1. Investigate the truth of the matter, recover the wrong money or let Xiao Wang lose money
2. Report to the superior, seriously deal with the event
3. Dressing and dismissal of the performance evaluation of Xiao Wang
General Manager
1. The company lost ten thousand yuan
2. There is a base station to have a wrong thing.
3. Employees of the middle cadres have educated accidents
4. The incident will affect the company's image, employee emotions, etc.
5. Sales processes have serious defects
1. Enlighten the undergraduate manager
2. Understand the truth of the matter, examine the processing capabilities of the following manager
3. At the company meeting, he emphasizes the cultivation of employee responsibility.
4. Emotional investment, system and humanity are public and private. At the same time to calm the employee emotions
5. Check the working procedures to enforce relevant personnel improvements
Mr. Li
1. Baishi 10,000 yuan
2. Conscience and self-interested struggle
3. Worrying to bring a lot of trouble
4. Worried about the after-sales quality of the laptop
Stealing
2. Active money, or convince yourself this is your own good luck 3. Pre-thinking about the countermeasures of computer companies
4. Contact other manufacturers to request a service, or find friends
Corporate image planner
1. The company's counter service has an accident
2. Corporate image is damaged
Do not let other people or competitors know
2. Use the technique of hiking to enhance the company's image
Ordinary
1. Don't afflicize, high height
2. Envy Mr. Li got an unexpected harvest
3. Doubt to the company's service process
4. Want to understand the details of the resolution
5. A lot of curiosity to Xiao Wang, Mr. Li, the company and the most sold notebook
1. I have no interest in this incident, respectable
2. Go to some counterparts to touch your luck
3. Never go to this company again.
4. Pay attention to the event, pay attention to the official handling method of the company
5. More collection information, communicate with the parties
The above table only lists a solution to each of the concerns or feelings, in fact, there will be more workarounds, but this is enough to confirm our observation. That is to say, for different persons, it is inevitable to cause a variety of different solutions. Second, let's see what is real problem. The background of the case is very clear, and the interviewer happened in front of Microsoft's interview, the interviewer sat in your face, and the following story was completed, and the coffee cup was closed. At this time, you may suddenly think that this problem is just to examine your ability to handle your processing ability to determine which type of position you are best. At this moment, it is no longer a problem in the huge table in front of you. The problem you need to solve is that the interviewer really wants to examine what ability? Does Microsoft accept what person who has something to serve as this position? What kind of ability I need to have, so I need to answer this question based on these capabilities? Does my answer will leave a good impression on the interviewer? and many more. After some thinking, we can quickly find the real problems we face from the various information disclosed from the interview hall. Replacement, if we switch the environment to the "conversation" column record, if you are the audience, then your problem may become: "Communication" issues talking about now and this question? As a manager of the small king of the assessment, how do you need to show your "communication" skills? Is there a delicious lunch in this live room? The smile of the hostess's mouth is really a real, what should I use the playful words to tease her brilliance? and many more. Such a variety of analysis of problems help us better recognize the more essential purpose of "dialogue" column dialogue Tang Jun. Then our real problem is also found in the reader's mind. We have assumed that the real problem has been found. Before we start solving, the relevant people who need to find a problem are to figure out the victims of this problem, the resolution, who is the perpetrators. After analysis, although we have been able to accept the problem of "Mr. Li's recovery of this 10,000 yuan" is not entirely true, and the focus in this problem is not entirely Tang Jun so-called "How to hit Li Mr.", here we still wish to put "Mr. Li Hui Hui 10,000 yuan" as a problem that needs to be solved, and also assumes that we are the manager of this Xiao Wang. Obviously, the relevant personnel of this issue include at least Xiao Wang, Mr. Li, I, my general manager. At this time, we may wish to stop, and then consider these related perspectives on this "Mr. Li Hui Hui's $ 10,000" problem. Perhaps this Mr. Li did not know that he only spent 10,000 yuan and bought a notebook worth 20,000 yuan. So in this process, as a manager of Xiao Wang, we need to consider: Does Xiao Wang regard this problem as its own problem? Can she solve her problem very well? Is Mr. Li feel trouble for this matter? If you haven't felt trouble, then how do you feel this hassle? I changed the head to reflect on myself. I did something wrong on this issue. What do you need to correct? The relevant people of the problem are also related to the source of the problem. On the other hand, the relevant people of the problem also determine if it really needs to solve this problem. Consider the source of the problem, just like considering we in the Microsoft's interview test room. When solving the problem, the manufacturing of the problem is very likely to be a true solver of the problem. I remember that we have revised the product for the special set of electrical parameters of the customer, as we signed by our customers clearly explain that we must meet the technical requirements of the customer, and this technical requirement is our A bottleneck of the product.
Until we spend a lot of human abortion, we still did not solve this problem, the customer reminded the call of the delivery, and finally the customer asked the electrical parameters, an incident, "In fact, we also use No, you can set it as your default value. " Here we have revoked a motto: we will never do enough time to do it well, but we have enough time to re-do. In other words: we will never have enough time to consider whether we really need it, but we always have enough time to regret it. [Is your light on it? 】
At this point, the reader's friends will have to understand that Mr. Tang Jun is in the so-called interview problem, but in order to "prove the importance of communication", I ignore the sensitivity and responsibility of the company's competent to solve problems. If you are a candidate for a senior executive position, you will extend from "Mr. Li to Chase 10,000 yuan" to "vigorously improve the company in the system norm, the discipline, the humanity, and the contract" What is the problem? In your eyes, is it a great opportunity to enhance your corporate image? Such, in Americans Donald Gauss and Gerald Winberge "your lights up? - The real situation of discovery issues "has a good interpretation, and in terms of meeting people's needs, the" exploration requirements "of them will fundamentally clarify the content of demand. In fact, the problem is solving the five-flowers, no matter what kind of solutions will bring new problems, and as a bystander, we may only be able to remind the driver when you say "Your light is bright?" That, When the small king does it, remind her "Is the price review of the notebook?", Or reminding Mr. Li, "Is your money in your own notebook wrong?". After you have all, on the scene of the dialogue, or you can ask Mr. Tang Jun:
As the president of the company, what is the more valuable company that loses the loss of 10,000 yuan and a rich company?
