Premium Essay

Job Preprare

In: Social Issues

Submitted By hcampos21
Words 2904
Pages 12
Test Information Guide for BILINGUAL TEST FOR
COUNTER CASHIER,
CUSTOMER SERVICE REPRESENTATIVE,
CUSTOMER SERVICE SPECIALIST,
SENIOR CUSTOMER SERVICE SPECIALIST
TEST 4301 (SPANISH)
TEST 4302 (CAMBODIAN)
TEST 4303 (CANTONESE)
TEST 4304 (KOREAN)
TEST 4305 (MANDARIN)
TEST 4306 (VIETNAMESE)
August, 1994
HR Performance Assessment Services
Southern California Edison Company
Introduction
The purpose of this Test Information Guide is to familiarize you with the Bilingual Test. This Guide contains background information about the test, test description, sample of the type of dialogue used in the test, an example of the instructions given to people who take the test, and strategies to use while taking the test.
Background Information
The Customer Service Department at Southern California Edison (SCE) has created a new bilingual job progression for Customer Service Representative positions: Customer Service Representative (CSR), Customer Service Specialist (CSS), and Senior Customer Service Specialist (Sr. CSS) at the phone centers and local offices to serve customers who do not speak English. The bilingual positions are for individuals who speak English and one of the following languages: Cambodian; Cantonese; Korean; Mandarin; Spanish; and Vietnamese.
The Bilingual Test is intended to ensure that people in these bilingual positions are proficient in the non-English language they will use. The best method to confirm one's proficiency in a language is to develop a performance/skill test that is job-related. The Bilingual Test is set up to simulate situations the applicant might encounter on the job (i.e., a phone call or face-to-face discussion of a typical customer problem or request).
Policy for Scheduling the Test
The Bilingual CSR Test will be given four times a year at regularly scheduled 90-day intervals (early December, March,...

Similar Documents

Premium Essay

Heart Attack

...Case 1: Heart Attack Managing People and Ethics 3/25/2011 Management 301- Business Organization and Management Eboni Thrower, Jennifer Jackson, Gerald Grant III, Taneisha Pryor Dr. Makamson 1.___________________________ 2.___________________________ 3.____________________________ 4.____________________________ I. Problem Statement Was Mr. Hamid wrong for firing Shauna? Mr. Hamid placed an ad for a part-time bookkeeper at a local college and Shauna came across it. The work Mr. Hamid needed finished for his company would only require the bookkeeper to stay in work with him for about two months. She applied for the job and received the job the same day. During the interview Mr. Hamid stated that he would pay her $150 per week. Realizing that if she accepted $150 per week she would not be making as much money as she would if she worked on an hourly rate; she had to come up with a plan. Shauna negotiated with Mr. Hamid and agreed to work Monday, Wednesday and Friday for seven hours a day for 21 hours a week at $10 per hour. In this agreement Shauna would be put on a three month probationary period, which consisted of no time off, vacation, sick days or holidays off. Shauna was a hard worker and an excellent bookkeeper for Mr. Hamid. She always completed every project and obligation that was ever asked of her beforehand. Shauna constantly asked Mr. Hamid for extra work to do in the office to keep her busy. She never took any time off from work, nor did she......

Words: 1939 - Pages: 8

Free Essay

Week 1 Assignment 1.1

...occurred? | My co-worker thought that I was trying to take over as the representative of his student. | How could the misunderstanding have been avoided? | The misunderstanding could have been avoided if the co-worker would have called me back before going to his supervisor. | In this situation, I was the one who made the first mistake; that being that I didn’t put my notes into our database when my student referred her husband as a possible student. My student’s husband then called the next day and spoke with my co-worker, Michael, who took all of his information and enrolled him. I received a phone call from my student the next asking why I had told her one thing and Michael had told her husband another. With Michael being new to the job, I thought he made a simple mistake, so I called and left him a voicemail suggesting that we talk about the students to make sure that we were on the same page in what we were telling our students. I then wrote my supervisor an email telling him what I did and said. Michael, upon hearing the message, went to his supervisor because he had the impression that I was trying to take his student from him. His supervisor went to mine asking what was going on. My supervisor explained everything and the matter was resolved. As a result, both the students did not complete the enrollment process or start school. The main thing I learned from this whole ordeal was to make sure that all of my notes are complete and to make sure...

Words: 352 - Pages: 2

Free Essay

Summary vs Relatice

...benefits of tuition reimbursement to student-employees. She states that these companies help a student with their school costs as well as money in pocket. As well as filling your pockets the author explains how building a solid resume while in college is also important. Ramachandran sums up her article with explaining how important your schoolwork can be. She states some helpful tips; do not expect to pay off college while still in college. The author brings everything into perspective by explaining that students that work 10 hours a week on average have a much better GPA than those students that work 25 or more hours. With dealing with the financial stress of college jobs are not always the answer. Financial aid advisors can help you get money that you won’t have to pay off until later. “After all, the primary job for those in college is to be a...

Words: 307 - Pages: 2

Premium Essay

Is Managing Role Ambiguity the Number One Challenge Facing Employers in the Silicon Age?

...director. The participant group was asked to self-report on perceptions of role ambiguity, experienced levels of anger, anxiety and workplace threat appraisal. In this study, participants were asked questions as to whether they fully understood what was expected of them at work on a day-to-day basis regarding particular tasks, or a range of tasks. This data was then compared with responses to questions which probed whether they had felt anxious or angry at work. Threat appraisal was determined by whether the respondent felt it was more or less likely that their work day was going to be a negative experience for them. Dr Searle’s study found statistically significant correlations between a lack of clarity an individual has regarding their job requirements and reported feelings of anger, anxiety and their threat appraisal. These findings reinforce earlier research conducted by Robert Pearsall from the University of Maryland which demonstrated that these increases in anxiety, anger and threat appraisal can...

Words: 791 - Pages: 4

Free Essay

Rowe

...many organizations implementing the same. It provides flexibility to work part-time and work from home, which is a critical issue for many working females particularly and also among the male members where they can manage their family and work life very well. It provides a heightened sense of loyalty to the employees because they know that their boss trusts them to do their job sincerely, which in turn increases their pride and responsibility towards their work. It has been witnessed that productivity improves when the focus on work improves. It allows people to develop a better understanding of their job and eliminate office space time-wasters like "fake meetings" etc. ROWE also eliminates the illusion of productivity created by the "come early, leave late" mentality many firms require for promotion. Thus the focus is primarily towards results instead of punching the time clock or logging desk time. 2. Identify factors in the ROWE program that might make using it for retail employees more difficult than using it for managers and employees in corporate offices, technical centers, and nonretail jobs and locations. The ROWE-type program has been implemented by various organizations across a broad spectrum in different departments such as IT, back office, etc. But at places like retail stores or bank branches, where one to one customer interaction and service...

Words: 409 - Pages: 2

Premium Essay

Stressn in the Workplace

...environment may cause can be detrimental to a person’s health. When anyone| | |is stressed, it can create a number of problems with their health. | |Identify a situation in which you experienced stress in the workplace or provide a |Fictional example: I had been scheduled to work 4 late shifts, out of 5 working days. Every other | |fictional example. |employee only had to work 1 late shift. I brought it to her attention and explained that it was not part| | |of the job requirements when I was hired on. She was visibly upset that I had brought it up and did not | | |want to discuss it at all. Instead, she changed the schedule and made it unbearably tense for the | |...

Words: 475 - Pages: 2

Premium Essay

The Benefits of a Higer Education Essay

...website. The matter of stress is serious and is an ongoing concern. As indicated by both articles that the tough economic times that lead to significant changes within the workplace, has contributed to the increased in stress factors among workers and greatly affect businesses. One major stress factor stemmed from the economic crisis is uncertainty or the fear for the lost of job. The American Psychological Association explains that bankruptcies are among the list of things that caused hundreds of thousands of workers their jobs. Additionally, while millions more have been shifted to unfamiliar tasks within their companies, this dramatic shifting has caused many to wonder how much longer they will be employed. Holmes-Rahe Life Events Scale, in the PDU Magazine Article, also pointed out that many of the most stressful events are related to the workplace and in addition to the lost of job, “firings” on the list mentioned, is the changes in financial status. Undoubtedly, being put out of a job has alarming effects on the individual. According to the American Psychological Association, “the loss of a job can be devastating, putting unemployed workers at risk for physical illness, marital strain, anxiety, depression and even suicide”. In the same light, the PDU Magazine Article has listed the same effects and more, but looked at these effects as a “heavy price” since they take a toll on the individual not only physically but psychologically. Employers and employees within......

Words: 495 - Pages: 2

Premium Essay

Ethical and Socially Responsive Business

...Effective Communication will help with better understanding of each other, and have a broader perspective. With effective communication bring more confidence, admiration, and a better work environment where we as people would be able to excel within the work place, having more creative thoughts, being able to problem solve more complex situations. Effective communication is good to have so that both parties will be able to convey the message in which each will understand. It will also help with everyday life setting whether it be dealing with work related relationships , or personal life. I have a experience a few times where I was to use effective communication in the workplace. One time I can recall, were there had been a discrepancy between a co-worker and I that was work related . I work for a Bank, within their retail card service department, lending for private label credit cards where I have to make decisions for financing based on a clients credit ratings, and my co-worker and I had a issue pertaining to lending of credit to the client. A few weeks had went pass where my co-worker and I had not spoken to each; although we were both on the same team, we had no form of communication towards each other, we were both stubborn when it came to issue at hand and wasn't backing down to each other opinions. It soon became a problem where it was becoming noticeable in the work place, and affecting my quality of work. Not only was the discrepancy affecting me and......

Words: 498 - Pages: 2

Premium Essay

Qnt/561

...limitations in the workplace, but older employees have more limitations than the younger workers. Many studies have been conducted on age and work performance, and there were no difference in older workers and younger workers performance. They both have positive and negative effects in the workplace, but there no research that will make the claim that one age group performance is better than the other (Warr, 1993). However, most people think that older workers are more stability, experience, productivity, and this is commonly not originate in younger workers. They believe with all the good work ethic that older employees have they should do well in the workplace. There has been a study that shows that older workers are more faithful to their job, more realistic and more responsible about their standing in a business, as contrasted to younger employees. Both younger and older employees have their advantages and disadvantages in the workforce. Both groups have some decline in the workplace, and it will be difficult to say which...

Words: 391 - Pages: 2

Free Essay

Transformational Changes

...When thinking about transformational changes, many don’t know that if can be something that has happened to them in the past or even present. Transformational changes can be anything from recognizing a significant problem such as not being able to get promoted in a job that you are working for. When thinking about confronting it intensely can be you thinking of reasons on why you’re not getting promoted such as education wise. When finding the solution it could be to get back into school to earn a degree so that when a promotion comes up you are on top of your game and know what to expect. Integrating a new perspective and a new set of assumptions into your life pattern was to take the knowledge that the person has learned as used it in their career. Many people may take the transformational changes to make themselves better but to also make their job more of a career then something that they have to do on an everyday base to base. A transformational change that I did to myself was when working in a child care setting it is hard to want to move up the line to better yourself as a coworker. I had recognized a significant problem about my career and that was the promotion part. Being in the child care setting and working on post for the military they would like to have their co-\workers to have some sort of degree when working in that kind of setting. That was the confronting the intensely part was knowing that I didn’t have a degree. So what I wanted to do was to better......

Words: 501 - Pages: 3

Free Essay

Are Tattoos Appropriate?

...Are tattoos appropriate in the workplace? Tattoos may or may not be appropriated in the workplace, because depending on what or where the tattoo located, there may or may not be an issue for the employers. It depends also on the employers industry and the type of job. Employees should be aware of the issues and the policy that prohibit tattoos. More and more employees are getting tattoos whether they are invisible or visible. There are some workplace can get exposed to a liability if the presence of the tattoo was an issue in making the hiring decision. The key for employers to have written policy that employees should be required to read and sign, about "no visible tattoos." Employers are reluctant to hire those with visible tattoos. Because, some tattoos are distracting, and it very unprofessional. Some people look at your tattoos and judges your appearance and stereotype you. I know applying for a job, you shouldn't have invisible tattoo, and because they might assume that the tattoo have a bad meaning. There shouldn't be any revealing tattoos during interviews. According to an article by Jennifer D. Melville even though tattoos are not allowed in the workplace, you can still have them just more in an unraveling setting. In a professional business setting, tattoos are unacceptable and should not be seen at all. I believe that tattoos do have a meaning when trying to get in a workplace, some peoples that have tattoos......

Words: 281 - Pages: 2

Premium Essay

Measure Your Outcomes

...what you can potentially produce. If you cannot show that you can produce results you have no place in the workplace. So, in whatever capacity you are working in begin to measure your results and outcomes, and start documenting your accomplishments. Most people assume that accomplishments need to be large. No. Very rarely do people have significant accomplishments, but there are many milestones (and occasional breakthroughs) that happen in one’s work life. So, ask yourself these simple questions: 1) What have I accomplished (done) in the past 2 years that made a difference in the workplace? Have I received recognition or promotion or appreciations from colleagues, customers, managers or others? 2) Have I done anything outside my job description? 3) Am I replaceable? Why not? What unique value do I bring to the workplace? Why should the company continue to pay me? 4) What are top three areas that I have improved significantly in the past 3 years? Will these help me scale to higher levels of performance and responsibilities? 5) What have I done in the recent past that makes me deserving of a promotion or greater...

Words: 408 - Pages: 2

Free Essay

Eng 101

...problem and as long as the necessary outcome happens that is all that matters. This is true in the quote above; cats do their job by catching mice, it doesn’t matter what type or what color the cat is. I agree to this to some extent. In certain scenarios it’s not black and white and coming up with one simple solution. Some problems have depth behind them where it’s not just a “cat catching a mice”. More specificity is needed when it comes to in-depth problems. In most case scenarios the quote “Black cat, white cat;[who cares] as long as it catches mice “ applies, but not every scenario. The quote is most evident in when anyone is given a certain task, that person then takes on the responsibility of having to accomplish that task. For example, when a carpenter gets a customer that wants new cabinets in their kitchen. The carpenter then has to complete the requests of the customer, doesn’t matter how he gets the job done, but as long as the cabinets are completed. He could get his five workers to complete the job, or he could do it himself with his two top carpenters. The task is given first and it does not matter how or who gets the task done but as long as the cabinets are complete. In the end when the customer sees the final product they will be happy either way, which is where the “[who cares] “in the quote comes into play. The cat does its job in the household by catching the mice, it doesn’t matter what type of cat. Just like building cabinets, in the end as long as......

Words: 549 - Pages: 3

Premium Essay

Thomas Green Case

...Problem: In the case of “Thomas Green: power, office politics, and a career in Crisis”, it describes the dilemma of Thomas Green who works in a company called Dynamic Display. Thomas was recruited as an account executive, and then five months later, he was promoted as a Senior Market Specialist directly by the President Shannon McDonald. Thomas’s boss Frank Davis hadn’t expected to choose Green as the new senior market specialist, and he was very dissatisfied with Green’s work style and performance three months after the promotion. After being informed that Frank Davis had emailed McDonald about his concerns about Green’s performance, Green was getting really worried about his situation and not sure how to explain his perspective to McDonald. I’m going to analyze the issue for Green and suggest solutions to solve the problem. Conclusion and Recommendation: Green had strong ambition and willingness to achieve a high selling growth for the company. However, Green was so concentrated on goals without observing the surrounding situation; it caused a failure for him to adapt his work style. Plus lacking a managerial experience, Green wasn’t able to look at issues based on a structural and long term view. Thus he would decide to avoid interactions with Davis after the first criticism, rather than improving his performance and rebuilding the relationship with Davis. In addition, both roles that Green and Davis had were dependent upon collecting information; however, it seemed......

Words: 914 - Pages: 4

Free Essay

Organization Behavior Barry's Case

...significance of the information. I would have reacted as Barry in the same situation. I mean, I would have spoken with him or attempted to suggest him implicitly to do not reenact that on the workplace. In case of incomprehension, I would have caught him in my office in order to discuss with him, what kind of problems could create this distraction. I would have been calm and tried to give some examples of bad effects that it could have on the others employees. In this way, he could realize in what it could be disturbing. The most difficult seemed to be, how and which words adopted in this case and this person. Because how it had been specified in the text, Barry had got this job four months ago. So, he couldn’t be aware of each personality of the staff. Maybe, Barry was too direct when he tried to run him off the job. Because the others were witnesses of this situation and this produced an unpleasant effect on Andy (like humiliation). Resentful, he would have been aggressive during the meeting. After watching the role play, I realized the different situations that we could meet in the same case and the importance to be listening to the others in order to work in the best environmental workplace and avoid any kind of...

Words: 291 - Pages: 2