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接PART2......
例题1 (阿联酋航空2015.1月真题－讨论时间15分钟).
If you are the manager of the aquarium，how will you deal with these situations below? (如果你是水族馆的经理，你将如何处理以下情况？)
1.A guest took a ticket which was five days overdue, but he still wants to use it； 2.Because of bad weather，outdoor dolphin show was cancelled,but the visitors still want to see this show； 3.An adult only can take three children according to the rule, but there was a tourist took four children； 4.A visitor complained that the staff was rude to his children； 5.A guest said she bought the belt meal coupon ticket, but now she couldn't find it； 6.There was a mother took her child to see a dolphin show, but the child isn't tall enough to catch the standard.
例题2 (阿联酋航空2015.1月真题－讨论时间15分钟).
If you are the manager of a department store,how will you deal with these situations bellow? （如果你是这家百货商店的经理，你会如何处理以下情况？）
1.A customer’s mobile phone was out of control, he asked you to change a new mobile phone for him, it can't be accepted to repair, and it had been used for 2 months. 2.A customer bought sofa cleaning supplies in this department store, then he found the sofa was damaged after using the product to clean the sofa stains, customer required the department store to pay for the full payment of sofa. 3.There is a children park in the mall, a female customer felt tired and let her one-year-old child play in the children park, but according to the regulation the park only open to the children who is over one and a half years old. But this female customer insisted in doing this. 4.In the toy store, a child’s parents wanted to buy a set of toy, but there was only one left and it had been booked by another customer. 5.An old lady used expired coupons for shopping, when she found the expired coupons could not be used, she felt very depressed.
以下是淳爷总结出来的部分面对各种“问题客户”我们可以采取的“三部曲”，基本可以解决大部分问题，供大家参考：
Step1: 道歉、冷静客户并避免影响秩序 Apologize for the inconvenience and let the customer clam down first; Offer the customer a cup of tea or coffee; Bring the customer to office/staff lounge/common room having a short break, rather than standing at a public place.
Step2:倾听、判断并做出解释 Listen to their concern without interruption; Use a gentle and calm tone to clarify their concerns and show empathy towards their situation; If their complaints turn out to be true/right/reasonable, apologies for the situation, explain what action you intend to take and thank them for bringing the matter to your attention; • If their complaints turn out to be unreasonable, make the principle clear and stick to the principle in terms of safety concern(安全考虑)/equity consideration(公平原则)…and then ask for understanding.
Step3:其它补救措施 Offer free tickets/coupon/gifts/free service/discount/VIP card/feed back to company…
2.4 Tips for Success
了解我们在小组讨论中真正应该关注和重视的内容后，接下来淳爷手把手的教大家如何“演”出外航需要的真实自己。
Active involvement is essential…BUT DONT OVERDO IT.
小组讨论中那些没有或者无法参与讨论的成员毫无疑问是要被淘汰的。当然导致淘汰的成因多种多样，比如说在讨论中的语言、神态、表情流露出too nervous, unable to put their point across, unwilling to commit, look bored, disinterested, aloof or bemused…都有可能被面试官捕捉到。
然而，讨论中过分表现或者试图控制全局的应聘者也同样容易在面试中被刷掉。这类型的面试者大多并没有意识到自己的“张扬”，比如说take control without seeking consensus, talk over or ignore the views of others, reject opinions because they do not agree with their own, or talk incessantly…
所以，最恰当的表现就是在面试的过程中寻找一种平衡，合理阐述自身观点的同时尊重并努力促成与他人意见达成一致。
叮嘱： 虽然在小组讨论中我用大量篇幅告诉大家如何适当表达，但需要注意的是妆容和穿着绝对是穿插在小组讨论过程中的筛！选！核！心！毫不保留的告诉大家，第一轮小组讨论淘汰的应聘者中有超过60%的原因是：APPEARANCE！阿联酋航空面试由于初选是由国内Fasco公司的考官进行，所以在第一轮小组讨论过程中，阿联酋航空面试官才算是第一次见到大家，他们会利用大家进行小组讨论的时间和摸高的机会进行外型上的复审，细心一点就不难注意到小组讨论的会议室永远都是窗帘打开到最大并且配上灯光，确保面试官可以看得清楚面试者的每一个毛细孔，所以从粉底、眼线、睫毛膏、口红、牙齿、指甲、痘印遮瑕、盘发、丝袜…全身上下包括每根汗毛请力求完美！(如果有需要，会考虑往后跟大家分享一篇关于妆发的心得帖)。所以，如果你在语言表达和小组讨论过程中没有出现致命错误，请一定在妆容和穿着上找原因。
补充阿联酋小组讨论面试真题汇集 (真题总结参考自:HOPEWAY)
酒店题1. There is a malfunction of the hotel system, ten rooms are available on the system, but actually there are only two can be used.And ten customers have ordered the room before, if you are the manager, you can only arrange rooms for two of them,which two customers will you choose, and how will you deal with the other eight customers? 1. A star 2. The daughter of a millionaire 3. The politician 4. A reporter 5. Newlyweds 6. The wheelchair guest 7. A writer 8. An elder couple 9. A businessman who has a meeting at the hotel 10. The hotel staff
酒店题2. There is a malfunction of the hotel system, eight rooms are available on the system, but actually there are only two can be used.And the eight customers have ordered the room before, if you are the manager, you can only arrange rooms for two of them,which two customers will you choose, and how will you deal with the other six customers? 1. A valued customer booking monthly 2. The honeymoon couple 3. A party girl 4. The manager of the hotel chain 5. Travel magazine editor 6. Politician who has a meeting next day 7. A family with infant needs to do the body check tomorrow 8. A woman whose room is leaking
游轮题 If there are eight customers who book the cruise ship, but due to system fault, there are only two chances(this cruise ship is the last one of this season and there is no cruise ship of other company).If you are the company staff ,which two customers will you give the chance,and why? 1.A star who wants to have a party 2.An old man's birthday party and his son booked the ticket for him 3. Official of Tourist Administration 4.The loyal customer 5.Travel agent 6.The travel magazine editor who wants to write a report about the ship 7.Newlyweds 8.The staff of the cruise ship
租车题 There is a car rental company, only two cars can be used at this time, but now there are five customers at the reception desk, they are: 1.A star need to go for a concert 2.A family of five rushing to attend a wedding 3.Student who has an exam 2 hours later 4.A pregnant woman who has a routine inspection 5.Company staff 6.A businessman who has a meeting If you are the staff of this company, which two customers will you rent the car to them?
2.3 To be or not to be
先给大家分享一段在职阿联酋空乘的面试后感言：
“阿联酋航空的确会偏向于找一类人，就是大家所谓的眼缘。所以要么很幸运，你就是她们喜欢的样子，要么你就努力练习成为她们喜欢的样子。没有所谓的只看脸，或者说莫名其妙就选了一些无能的人这种说法。首先要明白不是所有人都适合做cc，请记住我之前说的是”努力成为他们想要的样子“而不是”努力装作他们想要的样子“，如果你的性格有很张扬的那一面是一定会暴露出来的。根据我自己的经历，这次进final的无论是成都的还是广州的女孩子都非常优秀，性格都很好，很nice很谦虚，当然英文也特别好，在她们身上都能发现一些难得的闪光点，也有很多值得我学习的地方。所以那些吃不到葡萄说葡萄酸的人还是省电力气努力提高自己吧！” －By Chloe, Beijing.
网上面经中，不少“过来人”打着“Be Yourself! 做自己”的口号，大肆告知大家不要刻意，“你本来就很美”的概念，可惜他们不知道参加面试的小主千千万万，大家性格脾性大有差异，根据我尚且有限的教学辅导经验，课堂上小组模拟面试中露出的大忌讳，若无旁人点醒且自己不注意，本人是永远无法意识到的，而这样的状态去面试，是一件多么恐怖的事情！ 我们不能否认，极少一部分的应聘者，的确生来就长成了外航空乘需要的性格和模样，他们面试通关一笑而过、云淡风轻，的确是我们大多数人都羡慕的。(没错，淳爷的阿联酋面试是一次通过，并且我绝对承认运气的存在，不过这也绝对是基于我三年多来在新东方讲台上的授课经验、英国工作读研的打磨、本科那段没日没夜准备全国大学生英语演讲比赛、乐此不疲研究妆发和减肥的过去。值得高兴的是，如今的我愿意把全部的经验毫无保留的分享给大家，踩在我的肩膀上，相信会让各位少走些弯路) 但更重要的是，大家稍微细心一点留意下网上漫天的成功面试经验，我们不难发现，最后拿到Golden Call的人生赢家们，谁没有着一面、二面、三面...越战越勇、不断改变和调整自我的过去？
其实，我建议大家稍微留意一下论坛里拿到offer的那些前辈们，他们写帖子的态度、为面试付出的一次又一次的努力和认真。跟我同天参加阿联酋航空Final面试的Jessie当时是排在我后面，我是第一个，被要求9:00钟到广州花园酒店，而当我8:30到酒店的时候，她已经优雅的坐在面试大厅门口了，正在认真地回顾自己整理的面试笔记。我偷偷瞄了一眼她的笔记本，全都是一篇篇英文写好的经历(她后来帖子中有全部分享给大家)，并用红笔进行了重点标注，当时我就倒抽一口凉气，包括她准备的终面材料都让我自惭形秽。因为她太认真，所以我都不忍心打搅更多，后来在群中得知她也拿到offer的消息，真心替她高兴。再然后就在空姐网上看到了Jessie的面试分享帖－《Jessie首面EK之别让你的热情变成APEC蓝》。我敢说这绝对是到目前为止，我看到过最完善、最细致的面经分享了！分享她的故事，主要是想告诉大家，如果你一次、两次都没有成功，原因真的很简单，因为你还不够努力！这也就是人与人做事态度的差别，她的缜密和踏实成就了她首面EK通过的必然，反问下自己如果你是她，你会在拿到录取后，依旧沉下心去，毫无保留地写出这么详尽的分享吗？在我每天收到的问题中，免不了会有一些随便“百度”一下就可以找到的问题：“请问新加坡航空面试的要求是什么？”、“请问阿联酋航空怎么样？”、“请问Fasco是什么机构？”……我真心不认为连这种幼稚园问题都没有一点主动性去探究的人会通过面试。希望大家可以理解，我不是在抱怨什么，所有问题我也会不厌其烦的回答，只是不明白为什么几秒钟自己可以解决的问题，一定要等着别人手把手来告知？
要知道我们往往高估十年后能做的事，却忽略一年内能做的事。可知怎么过一天，就决定了怎么过一生。如果总是给自己找借口，总是寻求速成的捷径，亲，你凭什么过上你想要的生活？！所以，如果你真的心动外航的这份工作，我建议马上行动起来，制定计划，勇往直前！没有什么终点，是永远无法企及的地方；也没有什么人，是天生就散发洋溢光芒。
最后，天道酬勤！祝大家所有的努力都得到回报！么么哒！爱你！
THE END.
PART 1 -->面经分享和最新小组讨论的全方位解析！(第一季）
PART2-->面经分享和最新小组讨论的全方位解析！(第一季）
PART3-->面经分享和最新小组讨论的...
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发表于 2015-4-25 11:52:48
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楼主
发表于 2015-4-26 21:44:49
好厉害的心理分析
