<?xml version="1.0" encoding="utf-8"?>
<catalog>
	<question>
		<phrase isaudiomp3="1" mp3="../MEDIA/INTERVIEW/ivw263_hint.mp3"><![CDATA[How you react when others lose their temper or become upset is very important in most positions, especially those in service industries. The interviewer will be looking for evidence of your aptitude for work that involves a great deal of contact with the public. Give an example of a time when you were faced with a difficult person and how you handled it. Your answer should illustrate your maturity, diplomacy, and awareness of the needs and feelings of others.]]></phrase>
		<question isaudiomp3="1" scenariohints="Listen to the question. Then listen to the Do's and Don'ts. You can click on either statement to listen to it again. Press the continue button to advance.##Listen to the question. Then listen to the Response. You can click on either statement to listen to it again. Say the response. If the response is very long it will be broken up into smaller statements." rationale="1" picture="../MEDIA/51.jpg" mp3="../MEDIA/INTERVIEW/ivw263.mp3" exercise_type="" questionmode="" choicemode="" answerbankid="" answerbankmode="" rationalemode="" playonload="" mp3speed="" ttsspeed="" passage="1" show_passage="" show_passage_audioplayer="" passage_audio_type="" showvideo="" video="" enable_audio_recorder="" recorder_mode=""><![CDATA[How would you deal with an irate customer?]]></question>
		<saythis><![CDATA[How would you deal with an irate customer?]]></saythis>
		<answer isaudiomp3="1" picture="" mp3="../MEDIA/INTERVIEW/ivw263_ans1.mp3" isrationalemp3="1" rationalemp3="../MEDIA/correct.mp3" rationaleimage="" rationale="Good." value="1" choicesay="I would try to talk in a calm even voice in order to get the person to respond in a businesslike manner and focus on trying to resolve the situation I would remain professional and not to let my personal feelings enter into the situation"><![CDATA[I would try to talk in a calm, even voice, in order to get the person to respond in a businesslike manner and focus on trying to resolve the situation. I would remain professional and not to let my personal feelings enter into the situation.]]></answer>
	</question>
	<question>
		<phrase isaudiomp3="1" mp3="../MEDIA/INTERVIEW/ivw263_hint.mp3"><![CDATA[How you react when others lose their temper or become upset is very important in most positions, especially those in service industries. The interviewer will be looking for evidence of your aptitude for work that involves a great deal of contact with the public. Give an example of a time when you were faced with a difficult person and how you handled it. Your answer should illustrate your maturity, diplomacy, and awareness of the needs and feelings of others.]]></phrase>
		<question isaudiomp3="1" scenariohints="Listen to the question. Then listen to the Response. You can click on either statement to listen to it again. Say the response. If the response is very long it will be broken up into smaller statements." rationale="1" picture="../MEDIA/52.jpg" mp3="../MEDIA/INTERVIEW/ivw263.mp3" exercise_type="" questionmode="" choicemode="" answerbankid="" answerbankmode="" rationalemode="" playonload="" mp3speed="" ttsspeed="" passage="1" show_passage="" show_passage_audioplayer="" passage_audio_type="" showvideo="" video="" enable_audio_recorder="" recorder_mode=""><![CDATA[How would you deal with an irate customer?]]></question>
		<saythis><![CDATA[How would you deal with an irate customer?]]></saythis>
		<answer isaudiomp3="1" picture="" mp3="../MEDIA/INTERVIEW/ivw263_ans2.mp3" isrationalemp3="1" rationalemp3="../MEDIA/correct.mp3" rationaleimage="" rationale="Good." value="1" choicesay="I would not respond to verbal abuse just continue to help the customer as best I could If the abuse persisted however I would politely asked the customer to call back and ask for my manager because at that point I know I wouldn't be able to resolve the problem"><![CDATA[I would not respond to verbal abuse, just continue to help the customer as best I could. If the abuse persisted, however, I would politely asked the customer to call back and ask for my manager, because at that point I know I wouldn't be able to resolve the problem.]]></answer>
	</question>
</catalog>