With the end of the 20 18 written test for civil servants, candidates began to enter the interview preparation stage. Candidates are more concerned about what types of questions are tested and how to answer them. Today, Chinese public education experts will introduce you to the answers to the necessary situational processing questions in the interview of national civil servants.
Introduction: Situation handling questions are often examined in interviews of national civil servants, and most departments will have them, such as State Taxation Administration of The People's Republic of China, Customs, Railway Police, China Banking Regulatory Commission, Ministry of Commerce, Ministry of Foreign Affairs and so on. In the process of interview and examination, scenario handling questions usually examine people's quick response ability, grasp the problems that need to be solved, and their ability to find suitable methods to solve things properly in stressful situations such as unexpected accidents.
Topic: Xiao Wang, a staff member of the tax window, suddenly received a phone call from the kindergarten, saying that the child had a fever and needed to be sent to the hospital immediately. Xiao Wang hesitated whether to go home or not, which delayed business. At this time, a crowd who had been waiting in line for 20 minutes began to get angry and quarreled with Xiao Wang, causing the surrounding people to watch and others to take pictures. You are the person in charge of the service hall. What will you do?
Ideas:
For situation handling problems, we should first find the problems we need to solve, and then deal with them in combination with our own identity. As the person in charge of the service hall, the problems you need to solve include quarreling, onlookers taking photos, and unexpected problems of Wang Jiali's staff. It needs to be handled reasonably and orderly according to the urgency of the matter.
Key points of the answer:
As the person in charge of the tax service office, I must quickly maintain good order and solve the problems of the masses. I will start from the following aspects:
First of all, stop quarreling immediately, separate Xiao Wang from the masses, and invite the masses to rest in the lounge. When we arrive at the lounge, we apologize to the customers first. It is really because of our staff's low efficiency that he has been delayed in handling business. At the same time, I also explained to him that Xiao Wang did suddenly have some problems at home, and he didn't mean to worry. I hope to get his understanding.
Secondly, ask the specific business handled by the customer to see if the procedures carried by the customer are complete and make preparations for handling the business.
At the same time, ask other colleagues to evacuate the crowd. Please queue up normally and explain to the crowd that we will handle the business quickly. Please be patient.
Finally, I found Xiao Wang and asked about things at home. If it is really urgent, let him go home and deal with it first. After the incident, he criticized Xiao Wang for quarreling with customers. For whatever reason, you can't quarrel with customers. Feedback to the leader in time if there is any problem. It is also suggested that leaders should carry out post-training mainly on work efficiency and service quality.
Chinese public education experts remind everyone that candidates must grasp the problems to be solved when preparing such questions, and solve them according to their own identity and situation. When grasping the problem, we need to pay attention to some problems found in the topic. Some problems to be solved are implicit and need to be analyzed in combination with the situation. In the process of combining identity and situation, we must pay attention to the authority of our identity. For example, if you are the leader of the town and go to the village to coordinate things, you need the help of the village Committee. Therefore, candidates must pay attention to making good use of the power of others. I hope that all candidates can master the relevant skills and properly handle such problems.
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