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

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Level Test

THE SOLUTION

NUMBER THREE

Dealing with Stress

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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:

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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)

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