San Diego State University Lotus Executive Customer Service Training Program Brief Description of the Big-Five Personality Model 「大五因子」性格模型的简介 (Prepared by Dr. Chi-Sum Wong, Professor, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong, 香港中文大学管理学系黄炽森教授，Email(电邮): cswong@) (A) Definition 定义 Personality is relatively stable traits that manifest in a consistent manner of behaviors in different situations. Thus, it describes stable characteristics of a person. For examples, a relatively extravert person will take initiative to interact with other people in various type of social situations. A relatively agreeable person will tend to accommodate another person’s ideas more easily regardless of the status or closeness of that other person. Since these characteristics are stable, it is quite difficult to change an adult’s personality. 性格是人的一些较稳定的特质，由于是稳定的特质，所以人在不同的情形下，仍会因其性格而表现出一致的行为模式。例如外向的人在不同的社交场合都会较主动与别人交往；一个同意特质强的人，无论对方的身份和地位如何，都会较易接受其意见。也由于是稳定的特质，所以对成年人而言，是较难改变的。 (B) The Big Five Model大五因子模型 The Big-Five Personality Model describes five stable traits. These traits are relatively independent among each others (., one can be high on one trait but low on the other). These five dimensions are briefly described as follows. Conscientiousness is the degree to which one is responsible, dependable, persistent, and achievement oriented. Extraversion is the degree to which one is sociable, talkative, assertive, and willing to interact with other people. Openness to New Experiences is the degree to which one is imaginative, artistically sensitive, intellectual, and willing to gain new experiences. Agreeableness is the degree to which one is good-natured, cooperative, trusting, and willing to accommodate others’ opinions. Emotional Stability (The opposite is Neuroticism) is the degree to which one is relax, secure, not nervous facing changes, and relatively small fluctuation in emotions. 大五因子模型综合了许多关于性格的研究后，归纳了五个主要的稳定特质，这五个特质的相互关系很小。简单而言，这五个因子的意义如下：(1)「细心特质」(Conscientiousness)﹕具备此一性格的人做事较谨慎和细心，责任心较重和可靠； (2)「外向特质」(Extraversion)﹕具备此一性格的人会较主动与别人沟通，在社交场合会比较活跃，；(3「)开放特质」(Openness to New Experiences)﹕具备此一性格的人较愿意尝试新的事物及喜欢新的经验，当有新的产品和服务时会是最快尝试的一群；(4)「同意特质」(Agreeableness)﹕具备此一性格的人容易体谅或甚至接受别人的意见，喜欢人与人之间保持和谐而不是对立；(5)「情绪稳定特质」(Emotional Stability 或相反者称为 Neuroticism)﹕具备此一性格的人情绪较稳定，可以处变不惊，遇到困难的事情时比较能冷静面对。 Shanghai, China 1August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program (C) Relationship between Personality and Job Choices 性格与工作性质的关系 As can be seen from the above description, the basic principle about personality and job choice is a matter of “match”. For example, someone high on agreeableness may be suitable for jobs that need a lot of coordination and interaction with people (., social services). Someone low on agreeableness may be suitable for jobs that require one will stick to some principles, rules or regulations (., law enforcement). An extravert may be suitable for sales type of jobs while an introvert may be suitable for jobs that require him/her to keep secrets. Even for neuroticism, relatively neurotic person may be suitable for jobs that require them to express their emotions and feelings (., some artistic jobs). The only exception appears to be conscientiousness. Research indicate that it is positively related to job outcomes regardless of the nature of job. 关于性格特质对工作结果的影响，过往的研究显示「细心特质」似乎对不同种类的工作都有好处，换句话说，一个在「细心特质」方面很强的人，无论是做任何性质的工作，他会成功的机会都会较大。除了「细心特质」外，其它性格特质的重要性，则要视乎不同的工作性质了，例如一个推销员，「外向特质」对他的工作当然有一定的重要性，一个非常内向的人要成为一名出色的推销员大概是很困难的。但是，对于一些需要保密数据的工作，从业员过于外向是很危险的。又例如一个从事研究及开发工作的人，具备「开放特质」是很重要的，如果这个人完全不热衷于新的事物和经验，那么他大概也不会对工作有很大的热诚和从中得到满足感。 (D) Measurement 测量 Various measurements of the Big-Five personality have been developed. McCrae, & Costa (1987) (Journal of Personality and Social Psychology, 52(1): 81-90) have developed an 80-item adjective scale that is available to people who are interested in using it. We have tested the reliability and validity of this scale in Hong Kong. We have shortened the scale to a 30-item scale with acceptable reliability and validity in Hong Kong. The attached are the Chinese and English versions of this scale and the statistics for the student anchor groups in Hong Kong. 测量大五因子的工贝中，McCrae, & Costa (1987)可免费采用，在香港和内地我们曾由原本是80题的量表中抽取30题，似乎也得到不错的信度和效度，以下是其中英文版及在香港的中学和大学生的数据。 Shanghai, China 2August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program 以下是三十对关于个人特质相反的形容词，请您圈选最能代表您的数字。 (1) 处变不惊 1 2 3 4 5 6 7 杞人忧天 (2) 轻松 1 2 3 4 5 6 7 紧张 (3) 不情绪 1 2 3 4 5 6 7 情绪化 (4) 有安全感 1 2 3 4 5 6 7 没安全感 (5) 客观 1 2 3 4 5 6 7 主观 (6) 有耐性 1 2 3 4 5 6 7 没耐性 (7) 爱独处 1 2 3 4 5 6 7 爱社交 (8) 冷漠 1 2 3 4 5 6 7 温情 (9) 沉静 1 2 3 4 5 6 7 健谈 (10) 被动 1 2 3 4 5 6 7 主动 (11) 无情 1 2 3 4 5 6 7 热情 (12) 喜欢听从 1 2 3 4 5 6 7 喜欢作主 (13) 传统 1 2 3 4 5 6 7 不传统 (14) 少创意 1 2 3 4 5 6 7 多创意 (15) 简单 1 2 3 4 5 6 7 复杂 (16) 少艺术气质 1 2 3 4 5 6 7 多艺术气质 (17) 不好奇 1 2 3 4 5 6 7 好奇 (18) 喜欢常规 1 2 3 4 5 6 7 喜欢变化 (19) 暴虐 1 2 3 4 5 6 7 菩萨心肠 (20) 不合作 1 2 3 4 5 6 7 爱帮助别人 (21) 粗野 1 2 3 4 5 6 7 有礼貌 (22) 爱批评 1 2 3 4 5 6 7 宽厚 (23) 多疑 1 2 3 4 5 6 7 信任别人 (24) 严肃 1 2 3 4 5 6 7 开朗 (25) 大意 1 2 3 4 5 6 7 小心 (26) 没组织性 1 2 3 4 5 6 7 有组织性 (27) 不整齐 1 2 3 4 5 6 7 整齐 (28) 迟到 1 2 3 4 5 6 7 准时 (29) 没目标 1 2 3 4 5 6 7 有雄心 (30) 没活力 1 2 3 4 5 6 7 充满活力 Shanghai, China 3August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program The following are 30 pairs of opposite adjectives, please circle the number that you believe best describe yourself: (1) Calm 1 2 3 4 5 6 7 Worrying (2) At ease 1 2 3 4 5 6 7 Nervous (3) Unemotional 1 2 3 4 5 6 7 Emotional (4) Secure 1 2 3 4 5 6 7 Insecure (5) Objective 1 2 3 4 5 6 7 Subjective (6) Patient 1 2 3 4 5 6 7 Impatient (7) Retiring 1 2 3 4 5 6 7 Sociable (8) Cold 1 2 3 4 5 6 7 Warm (9) Quiet 1 2 3 4 5 6 7 Talkative (10) Passive 1 2 3 4 5 6 7 Active (11) Unfeeling 1 2 3 4 5 6 7 Passionate (12) Submissive 1 2 3 4 5 6 7 Dominant (13) Conventional 1 2 3 4 5 6 7 Original (14) Uncreative 1 2 3 4 5 6 7 Creative (15) Simple 1 2 3 4 5 6 7 Complex (16) Unartistic 1 2 3 4 5 6 7 Artistic (17) Uncurious 1 2 3 4 5 6 7 Curious (18) Prefer routine 1 2 3 4 5 6 7 Prefer variety (19) Ruthless 1 2 3 4 5 6 7 Soft hearted (20) Uncooperative 1 2 3 4 5 6 7 Helpful (21) Rude 1 2 3 4 5 6 7 Courteous (22) Critical 1 2 3 4 5 6 7 Lenient (23) Disagreeable 1 2 3 4 5 6 7 Agreeable (24) Serious 1 2 3 4 5 6 7 Cheerful (25) Careless 1 2 3 4 5 6 7 Careful (26) Disorganized 1 2 3 4 5 6 7 Organized (27) Sloppy 1 2 3 4 5 6 7 Neat (28) Late 1 2 3 4 5 6 7 Punctual (29) Aimless 1 2 3 4 5 6 7 Ambitious (30) Unenergetic 1 2 3 4 5 6 7 Energetic Shanghai, China 4August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program Scoring Sheet and Student Anchor Groups in Hong Kong 计分表及香港学生的数据 (A) Scoring Sheet 计分表 Conscientiousness = (Item25 + Item26 + Item27 +Item28 + Item29 + Item30)/6 Extraversion = (Item7 + Item8 + Item9 +Item10 + Item11 + Item12)/6 Openness to New Experiences = (Item13 + Item14 + Item15 +Item16 + Item17 + Item18)/6 Agreeableness = (Item19 + Item20 + Item21 +Item22 + Item23 + Item24)/6 Neuroticism (Opposite of Emotional Stability) = (Item1 + Item2 + Item3 +Item4 + Item5 + Item6)/6 (B) Student Anchor Groups in Hong Kong 香港学生的数据 Secondary Students中学生University Students 大学生(n=697) (n=678) Mean平均 .标准差 Mean平均 . 标准差Conscientiousness to New Experiences Shanghai, China 5August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program (Wong’s Emotional Intelligence Scale; WEIS) © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. Reference: Wong, ., Law, ., & Wong, . (2004). Development and validation of a forced choice emotional intelligence for Chinese respondents in Hong Kong. Asia Pacific Journal of Management, 21(4), 535-559. (A) The following are 20 pairs of abilities. In each pair, please judge which ability is stronger for you. Then circle the alphabet (., either (a) or (b) that represents this ability. (note: you may be strong or weak on both abilities. However, what you need to judge is the relatively stronger one) Ability concerning: Ability concerning: 1 (a) Comprehend the reasons of being happy (b) learn how to repair a new electric or unhappy appliance 2 (a) mental arithmetic (b) control one’s emotions 3 (a) learn how to sing a new song (b) concentrate on achieving one’s goal 4 (a) understand others’ true feelings by (b) tolerate physical pain when compared to observing their behaviors others 5 (a) Comprehend one’s changes in emotions(b) earn how to dance some new steps 6 (a) run faster than others (b) calm down faster than others from angry feeling 7 (a) encourage oneself to work hard in (b) learn how to draw or paint unfavorable situations 8 (a) observe details of things (b) observe others’ emotions 9 (a) having a better ability in sport activities (b) having a better ability in understanding than other people one’s own feeling than other people 10 (a) use mechanical instruments (b) control one’s temper 11 (a) Comprehend the rhythm of a song (b) set objectives and work hard towards them 12 (a) understand others’ emotions from their (b) having better physical endurance than behaviors and language other people 13 (a) physically more energetic than others (b) understand one’s emotions better than others 14 (a)memorize new phone numbers quickly (b) not losing temper when angry 15 (a) motivate oneself to face failure (a) (b) learn to create an artistic object (., positively china, painting) 16 (a) Comprehend the rationale of (b) understand others’ emotions complicated problems 17 (a) evaluate one’s own bad emotions (b) evaluate others’ singing abilities 18 (a) keep emotionally calm when facing (b) memorize strangers’ names disguised people or situations 19 (a) encourage oneself to do the best (b) learn a new sport activities (., soccer) 20 (a) Comprehend others’ emotions quickly (b) appreciate the creativity of a movie or a and accurately drama Shanghai, China 6August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program (B) Reactions to Various Situations For each of the following 20 situations, there are two possible reactions. Please circle the alphabet of the action (., either A or B) that you will have a stronger chance of taking. 1. When you are very down, you will: A. Try to do something to make yourself feel better. B. Just ignore it because you know your emotion will be back to normal naturally. 2. When you are upset, you will: A. Talk to someone who is close to you about your feeling. B. Concentrate on some matters (., work, study, or hobby) so that you can get away from your bad felings. 3. Your supervisor assigns a task that is not included in your job responsibility and you do not have any interest in doing it. You will: A. Persuade yourself that the task is not that bad and perform the task. B. Tell your boss that you don’t like the task and ask him to find some other suitable person to do the task. 4. Johnny was working in Hotline Department and his job was to handle complaint and answered customer enquiry. However, he did not like his job and so he found another job in a hotel, serving walk-in customers. He again found that he was sick and tired in handling unreasonable customers. If you were Johnny, you will: A. Try to get more training and education in customer service skills. B. Talk to some experienced people in customer service and seek their advice. 5. Two managers in your company were hostile and very competitive with each other. You were the head of a department. You were caught at the middle of these two managers because both of them wanted to gain control of your department. This made your department difficult to function normally because there was a lot of confusion in rules and regulations for your department. You will: A. Pretend that you do not know about the competition between the two managers because politics is always unavoidable. You will led them fight and follow the finalized rules and regulations. B. Try your best to make the rules and regulations clearer so that your department can function normaly. 6. Suppose you get an important award, you will: A. Tell everyone and share your happiness with them. Shanghai, China 7August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program B. Tell and celebrate only with your family and closest friends. 7. When you have to do something you don’t like, you will: A. Try to find some interesting stuff from it. B. Try to finish it as soon as possible and forget about it. 8. Your boy/girl friend is a fan of a particular pop music star. You spend two hours to buy two tickets for this star’s concert. You asked him/her to meet you at 7:. After one hour s/he did not show up. You therefore went to the concert yourself. After the concert, you found your boy/girl friend. Before you said anything, s/he kept on scolding you seriously. You will: A. Let him/her continue. After s/he finished, tell him/her that you have already waited for him/her for one hour. B. Stop him/her immediately. Tell him/her that s/he should consider his/her lateness before scolding others. 9. Today you go to work as usual. After getting off the MTR (Subway), you found out that you lost your wallet. Soon after arriving the office, your boss complained about your work. When you started to work, your computer was broken. It is clear that today is very unlucky for you and you are not happy about it. You will: A. Never mind, try to find another computer to start your work. B. Talk to a colleague or friend to release the bad feeling before starting your work. 10. Your colleague, Peter, is a very smart person and seems to know a lot. He is able to respond effectively and sensitively towards the people who are in high positions. Your boss asked you to work with him in a project. Peter has many flashing ideas but he leaves you to handle all the dirty and donkey tasks. You will: A. Discuss with Peter and insist to share your tasks with him. B. Tell your boss about the situation and see if s/he can offer any advice and/or help. 11. When you face problems regarding your career or study, you will: A. Talk to your friends to seek advice. B. Handle the problem yourself because everyone should deal with his/her own life. 12. You have very little chance to get the offer of a job which you like very much. You will: A. Still apply for this job and try to prepare well for it. B. Concentrate your efforts on jobs that you have better chances to get offer. 13. One day, you represent your company to welcome two important investors from Russia. According Shanghai, China 8August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program to Russian custom, people will kiss each other the first time they meet. However, you feel very uncomfortable to kiss unknown people, especially for those with the same gender as yours. You will: A. Take the initiative to shake hand with them immediately when they appear to avoid the kissing. B. Kiss them to show your respect. 14. One Sunday in summer, you and your boy/girl friend drove to the beach to enjoy the sunshine. On the way you had a minor accident. The door of your car was damaged and it would cost some money to repair it. You will: A. Drive the car to a familiar mechanic and take the bus to the beach. B. Go to the beach as planned and fix the car later. 15. You have an important examination tomorrow and you are studying hard in your room. Your family is watching a television program which you like very much as well. Since your house is small and so the noise of the television annoys you. You will: A. Ask your family to turn off the television but videotape the program so that you and your family can watch it together tomorrow after your examination. B. Although a little bit uncomfortable, you put a headphone on (to reduce the noise) so that you can concentrate on your study. 16. When a friend comes to you because s/he is not happy, you will: A. Share his/her feling. B. Takes him/her to do something s/he likes. 17. When someone keeps on arguing with you on some unimportant topics, you will: A. Do not respond to him/her and wait for him/her to stop. B. Pretend to agree with his/her views and switch the discussion to other topics. 18. Your friend has a rough relationship with his/her boy/girl friend because your friend has a bad temper. When your friend talks to you about the rough relationship, you will: A. Pretend to agree with him/her that his/her boy/girl friend is not good enough. B. Point out that it is your friend’s own fault and hope that s/he will improve. 19. Joyce is the only daughter of her parents. She is very close to her parents and is a very responsible person. Her job performance is excellent and colleagues like her. Recently her mother had a very serious traffic accident and is in coma. Although Joyce worries a lot, she does not take her leave and tries to do her best at work. If you were Joyce’s supervisor, you will: A. Let her come to work as usual because she can have her work to distract her worries. B. Assign less work to her so that she can go to the hospital in a more flexible way. Shanghai, China 9August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program 20. One of your subordinates has just come back to work after giving birth to her first baby girl for one month. You know that her baby girl’s health condition is not very good. Thus, you found out that in this month she had been making careless mistakes and took sick leave frequently. She had good performance before the baby was born. However, you are certainly not satisfied with her performance in this month. You will: A. Tell her directly that you did not satisfy with her work and discussed with her how she could improve the situation. B. Assign less work to her or transfer her to other position with lighter work load. Scoring of WEIS: For Part A (ability pairs), the following choice can get one point: 1 (a) 11 (b) 2 (b) 12 (a) 3 (b) 13 (b) 4 (a) 14 (b) 5 (a) 15 (a) 6 (b) 16 (b) 7 (a) 17 (a) 8 (b) 18 (a) 9 (b) 19 (a) 10 (b) 20 (a) For Part B (scenarios), the following choice can get one point: 1 (a) 11 (b) 2 (a) 12 (a) 3 (a) 13 (a) 4 (b) 14 (a) 5 (b) 15 (b) 6 (b) 16 (a) 7 (a) 17 (b) 8 (a) 18 (b) 9 (a) 19 (b) 10 (a) 20 (b) Total (highest score is 40) = _________________ Shanghai, China 10August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program 黄氏情绪智能量表 (Wong’s Emotional Intelligence Scale) © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. Reference: Wong, ., Law, ., & Wong, . (2004). Development and validation of a forced choice emotional intelligence for Chinese respondents in Hong Kong. Asia Pacific Journal of Management, 21(4), 535-559. (A) 个人不同方面的能力 以下是二十对关于人不同方面能力的形容，请您评估自己这些方面的能力，在每一对能力中，请圈选您自己较强的一项（即a或b）。（请注意，就算您觉得自己两方面的能力均不错，您仍需圈选对您来说，相对较强的一项。） 1 (a) 掌握自己高兴或不高兴原因的能力。(b) 学习修理一部新的家庭电器的能力。 2 (a) 心算的能力。 (b) 控制自己情绪的能力。 3 (a) 学唱一首新歌的能力。 (b) 专注于完成自己目标的能力。 4 (a) 从别人行为猜到他们真实感受的能(b) 体能上比别人更能忍受身体上痛苦的能力。力。 5 (a) 掌握自己情绪变化的能力。 (b) 学习跳新舞步的能力。 6 (a) 比别人跑得快的能力。 (b) 愤怒时比别人更快冷静下来的能力。 7 (a) 在不如意时鼓励自己努力面对因难(b) 学习画图画的能力。 的能力。 8 (a) 观察事物细节的能力。 (b) 观察别人情绪的能力。 9 (a) 比别人更有运动方面的能力。 (b) 比别人更能明白自己感受的能力。 10 (a) 使用机械工具的能力。 (b) 控制自己脾气的能力。 11 (a) 掌握一首歌的旋律的能力。 (b) 为自己订下的目标而努力不懈的能力。 12 (a) 从别人的言行中了解他们情绪的能(b) 体能上比别人更能持久运动的能力。 力。 13 (a) 比别人的手脚更灵活。 (b) 比别人更清楚自己情绪的能力。 14 (a) 需要时，很快记忆电话号码的能力。(b) 愤怒时，控制自己不发脾气的能力。 15 (a) 积极鼓励自己面对挫折的能力。 (b) 学习制作美术作品（如陶瓷、扫描画）的能力。 16 (a) 掌握事情始末的能力。 (b) 了解别人情绪的能力。 17 (a) 检讨自己为甚么闹情绪的能力。 (b) 分辨别人唱歌水准高低的能力。 18 (a) 面对厌恶的人或事时保持情绪平静(b) 能记得陌生人名字的能力。 的能力。 19 (a) 鼓励自己要做到最好的能力。 (b) 学习一种运动项目（例如球类运动）的能力。 20 (a) 敏锐地洞悉别人情绪的能力。 (b) 欣赏戏剧或电影创作的能力。 Shanghai, China 11August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program (B) 您对不同情况的反应 以下20个不同的情况，在每一个情况下，请显示你会采取的行动 (即圈选a 或 b）： 1. 当你情绪很低落时，你会： (a) 尝试找一些事来做使自己觉得好一点。 (b) 不加理会，因为你知道自己的情绪会自然回复正常。 2. 当你心绪烦乱时，你会： (a) 与一些和你亲密的人倾诉感受。 (b) 把精神集中在一些事情（如工作、学习或嗜好）上，藉以使自己离开不好的感受。 3. 你的上司指定你做一件超越你工作范围的任务，而你又对这件额外工作毫无兴趣，你会：(a) 说服自己这任务其实不是太差，并加以完成。 (b) 告诉你上司此任务超越你的工作范围，并要求他找另外适当的人选去负责此一任务。4. 李学明前一份工作是在某公司的热线电话部门，负责回答及处理顾客的投诉。他不喜欢此工作，所以便找了现在的工作，现时他任职一间零售店，职责是招待到零售店购物的顾客。但是，他又发觉自己对处理无理顾客时感到非常厌恶。如果你是李学明，你会： (a) 与一些对雇客服务有经验的人倾诉，并寻求他们的意见。 (b) 尝试接受多一些关于顾客服务技巧的训练及教育。 5. 你是某一公司的部门主管，公司有两个互相竞争及关系恶劣的副总裁，他们都想控制你的部门，因此你经常左右做人难，而且这情况导致一些公司的规定含糊不清，使你的部门很难正常运作。面对这样的情形，你会： (a) 假装不知道两个副总裁的斗争(因为办公室政治是无可避免的)，让他们争斗，而你跟从最后定案的规定。 (b) 尽你所能使规定清晰，藉以让你的部门可正常运作。 6. 假设你赢取了一个很重要的奖项，你会： (a) 告诉每一个人并与他们分享你的快乐。 (b) 祇告诉你的家人及最亲近的朋友，并与他们庆祝获奖。 7. 当你要做一些你不喜欢的事情时，你会： (a) 尝试从中找出一些有趣的地方。 Shanghai, China 12August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program (b) 尝试尽快做完，然后忘记它。 8. 你的男/女朋友很喜欢某一流行音乐明星。你花了两小时排队买了这明星音乐会的门票。你约了男/女朋友在晚上七时半见面，但到八时半他/她还没有出现，你便自己进场。音乐会后你找到他/她，在你开口前，他/她便很严厉地不断责备你。你会： (a) 让他/她继续，等他/她责备完后，告诉他/她你在进埸前已等了他/她一个小时。 (b) 立刻制止他/她，并告诉他/她在责备别人前应先考虑自己的迟到。 9. 今天你如常上班。当你离开地下铁路时才发觉钱包不见了；一踏入办公室，你的上司便投诉你的工作；刚开始工作时，你的计算机又坏了。很明显今天对你来说并不幸运而你对此并不愉快。你会： (a) 不要紧，尝试找另外一部计算机并开始工作。 (b) 在工作前，先与一位同事或朋友倾诉，藉以宣泄了不愉快的情绪。 10. 彼得是你的同事，他很聪明并且见多识广，可以很有效及得体地与位高权重的人沟通。你的上司指定你和彼得一起处理一个计划。彼得有很多突然其来的意念，但他都把困难和费时的工作推给你。你会： (a) 与彼得讨论及坚持他应分担你的工作。 (b) 告诉你的上司，希望他/她能作出忠告或帮忙。 11. 当你面对学业或事业上的问题时，你会： (a) 与朋友讨论并寻求建议。 (b) 自己处理问题，因为每个人都应面对自己的生活。 12. 假设你正在求职。你很喜欢某份工作，但会成功受聘的机会很微。你会： (a) 仍然申请并尽力为此准备得最好。 (b) 把精力集中在申请其它你较有机会得到聘用的工作上。 13. 有一天你代表公司欢迎两名来自俄罗斯的重要投资者。根据俄罗斯的习俗，他们会亲吻首次见面的人。不过，你对于要亲吻陌生人感到很不自在，尤其是他们和你是同一性的。你会： (a) 在见面时立即主动与他们握手，藉以避免亲吻。 (b) 亲吻他们以表示尊重。 14. 某一个夏天的星期日，你与男/女朋友驾车到海滩希望享受阳光，但在途中发生轻微的意外，你的车门受损，估计需一点钱去修理。你会： (a) 把车开到相熟的修车店，然后乘坐公车（巴士）到海滩。 Shanghai, China 13August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program (b) 继续照计划开车到海滩，迟些才修理车门。 15. 明天你要参加一个重要的考试，因此你在房里努力温习。你的家人正在收看一个你也很喜欢的电视节目，由于你家的房子比较小，所以电视的声音干扰了你的温习。你会： (a) 要求家人关掉电视，但以录像机把节目录下，然后明天晚上与家人一起观看。 (b) 虽然有点不太舒服，但你会戴上耳筒（藉以减低电视的声音）然后专心温习。 16. 当一个朋友因为不开心来找你时，你会： (a) 与他/她分担他/她的感受。 (b) 带他/她做一些他/她喜欢的事情。 17. 当某人一直与你争辩一些无关痛痒的事情时，你会： (a) 不作响应及等待他/她停止。 (b) 假装同意他/她的看法，然后转而讨论其它事情。 18. 你的一名朋友脾气欠佳，因此他/她与其男/女朋友的关系并不和谐。当这名朋友向你倾诉此不和谐的关系时，你会： (a) 假装同意他/她认为其男/女朋友不够好的观点是正确的。 (b) 指出这是你朋友自己的错误，并希望他/她会改善。 19. 余彩诗是一名独女，她与父母非常亲密。她是一个很有责任心的人，工作表现极好，同事们也很喜欢她。最近她妈妈因遇到很严重的交通意外而陷入昏迷状态，至今仍未苏醒。虽然余诗很担心，但她没有请假而且尽其所能把工作做到最好。如果你是余彩诗的上司，你会： (a) 让她如常工作，因为工作或可使她有所寄托而减少担心。 (b) 指派少一点工作给她，使她能更弹性地来往医院。 20. 你的一名下属在生下第一名女婴后回来上班已一个月。你知道她婴儿的健康情况并不太好，因此她在这一个月里常请病假及在工作上犯了很多不小心的错误。在请产假前她的工作表现是良好的，但你肯定不满意她过去一个月的工作表现。你会： (a) 直接告诉她你对其工作表现不满意，与她讨论如何可改善。 (b) 指派少一点工作给她，或把她调往工作量较轻的岗位。 Shanghai, China 14August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program 黄氏情绪智能量表评分法 (A) 部分﹕以下的选择可得一分。 1 (a) 11 (b) 2 (b) 12 (a) 3 (b) 13 (b) 4 (a) 14 (b) 5 (a) 15 (a) 6 (b) 16 (b) 7 (a) 17 (a) 8 (b) 18 (a) 9 (b) 19 (a) 10 (b) 20 (a) (B) 部分﹕以下的选择可得一分。 1 (a) 11 (b) 2 (a) 12 (a) 3 (a) 13 (a) 4 (b) 14 (a) 5 (b) 15 (b) 6 (b) 16 (a) 7 (a) 17 (b) 8 (a) 18 (b) 9 (a) 19 (b) 10 (a) 20 (b) 总分 (最高为四十) = _________________ Shanghai, China 15August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program WONG’S CAREER INTEREST ASSESSMENT QUESTIONNAIRE (WCIAQ) Part A © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. (A).To what extent do you like each of the following activity？ Please circle the appropriate number: 1 = Dislike it very much 2=Dislike it 3= Like 4=Like Very much 1. Attending science lecture 1 2 3 4 2. Listening to music 1 2 3 4 3. Getting to know new friends 1 2 3 4 4. Learning to install and repair computer 1 2 3 4 5. Singing 1 2 3 4 6. Reconciling conflicts between friends 1 2 3 4 7. Leading fund raising activities 1 2 3 4 8. Taking care of pets 1 2 3 4 9. Building models 1 2 3 4 10. Conducting scientific experiment 1 2 3 4 11. Collecting models (., car and planes) or coins 1 2 3 4 12. Designing and implementing propaganda program for activities 1 2 3 4 13. Listening to the worries of a friend and comfort him/her 1 2 3 4 14. Learning to repair electric appliances (., television, radio, etc.) 1 2 3 4 15. Organizing and preparing statistical charts and figures 1 2 3 4 16. Making your places look better 1 2 3 4 17. Calculating the incomes and expenses 1 2 3 4 18. Watching science programs on TV 1 2 3 4 19. Drawing and painting (including cartoons) 1 2 3 4 20. Conducting conversation with other people in order to understand them better 1 2 3 4 21. Recruiting new members for a professional association. 1 2 3 4 22. Playing computer games 1 2 3 4 23. Studying astronomy 1 2 3 4 24. Promoting a newly formed professional association. 1 2 3 4 Shanghai, China 16August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program WONG’S CAREER INTEREST ASSESSMENT QUESTIONNAIRE (WCIAQ) Part B © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. (B). If you need to perform the following activities, compare to your friends, how much will you do better? Please circle the appropriate number: 1=Much worse than my friends; 2=Worse than my friends; 3=Better than my friends; 4=Much better than my friends 25. Listening to the worries of a friend and comfort him/her 1 2 3 4 26. Learning to repair electric appliances (., television, radio, etc.) 1 2 3 4 27. Playing a musical instrument (eg., piano) 1 2 3 4 28. Organizing andpreparng statistical charts and figures 1 2 3 4 29. Comprehending scientific knowledge by watching relevant television program 1 2 3 4 30. Drawing and painting (including cartoons) 1 2 3 4 31. Conducting conversation with other people in order to understand them better 1 2 3 4 32. Recruiting members for a newly formed professional association 1 2 3 4 33. Playing computer games 1 2 3 4 34. Studying astronomy 1 2 3 4 35. Promoting a newly formed professional association 1 2 3 4 36. Calculating the amount of food, drinks and other materials needed for an activity 1 2 3 4 37. Learning about science 1 2 3 4 38. Learning music 1 2 3 4 39. Making new friends 1 2 3 4 40. Collecting stamps 1 2 3 4 41. Learning to install and repair computer 1 2 3 4 42. Singing 1 2 3 4 43. Reconciling conflicts between friends 1 2 3 4 44. Leading your friends in fund raising activities 1 2 3 4 45. Taking care of pets 1 2 3 4 46. Building models 1 2 3 4 47. Conducting scientific experiment 1 2 3 4 48. Designing and implementing promotional material for activities 1 2 3 4 Shanghai, China 17August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program WONG’S CAREER INTEREST ASSESSMENT QUESTIONNAIRE (WCIAQ) Part C © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. (C).Interests in Common Jobs: To what extent do you like the following jobs? Please assume that the pay and benefits of all these jobs are the same because we want to know your interests towards them. Please circle the appropriate number: 1 = Dislike it very much 2=Dislike it 3= Like 4=Like Very much 49. Bus driver 1 2 3 4 50. Music composer 1 2 3 4 51. Bank teller 1 2 3 4 52. Archaeologist 1 2 3 4 53. Manger of four-star hotel 1 2 3 4 54. Accounting clerk 1 2 3 4 55. Technician who is responsible for aeroplane maintenance 1 2 3 4 56. Drama writer 1 2 3 4 57. School counselor 1 2 3 4 58. Director of a nursery school 1 2 3 4 59. Meteorologist 1 2 3 4 60. Manager of a fast food chain 1 2 3 4 61. Clerk of a public organization 1 2 3 4 62. Design and produce television commercials 1 2 3 4 63. Secretary of a bank manager 1 2 3 4 64. Fashion designer 1 2 3 4 of community youth centre 1 2 3 4 66. Civil engineer 1 2 3 4 67. Lab technician 1 2 3 4 68. Branch manger of a bank 1 2 3 4 69. Electrical technician 1 2 3 4 70. Chemist who study and research on new drugs 1 2 3 4 71. Psychological counselor 1 2 3 4 72. Manage a toy factory 1 2 3 4 Shanghai, China 18August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program SCORING KEY OF THE WCIAQ © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. Wong, ., & Wong, . (2002). Validation of the measurement scale and the vocational orientation model developed in Hong Kong. Educational Research Journal, 17(2): 235-252. R Items I Items A Items S Items E Items C Items Item Score Item Score Item ScoreItemScoreItemScore Item Score4 1 2 3 7 8 9 10 5 6 12 11 14 18 16 13 21 15 22 23 19 20 24 17 26 29 27 25 32 28 33 34 30 31 35 36 41 37 38 39 44 40 46 47 42 43 48 45 49 52 50 57 53 51 55 59 56 58 60 54 66 67 62 65 68 61 69 70 64 71 72 63 Total Total Total Total Total Total Shanghai, China 19August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program 黄氏职业性向测验 Part A © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. 很 (A).以下是一些活动‚您对它们的喜欢程度如何？ 不 很 不喜 (请圈选适当的数字) 喜 喜 喜欢 欢 欢 欢1. 上科学课1 2 3 4 2. 听音乐1 2 3 4 3 4 3. 结识新朋友1 2 4. 学习安装及修理计算机1 2 3 4 3 4 5. 唱歌1 2 6. 调解朋友间的冲突1 2 3 4 2 3 4 7. 带领朋友筹办活动1 8. 饲养小动物1 2 3 4 1 2 3 4 9. 组合模型 1 2 3 4 10. 做科学实验 11. 收集模型(例如汽车﹑飞机模型 2 3 4 )或硬币1 12. 为活动设计及执行宣传计划1 2 3 4 13. 聆听朋友的烦恼及安慰他们1 2 3 4 3 4 14. 学习修理电器(例如电视﹑收音机等1 2) 15. 整理及绘画统计图表1 2 3 4 2 3 4 16. 美化家居1 17. 计算财政的收支情况1 2 3 4 18. 看关于科学知识的电视节目1 2 3 4 19. 画画(包括漫画1 2 3 4 ) 20. 和别人倾谈以增进对别人的了解1 2 3 4 21. 为一个学会招收新会员1 2 3 4 2 3 4 22. 打「格斗」游戏1 4 23. 研究天文学的资料1 2 3 24. 宣传一个新成立的学会1 2 3 4 Shanghai, China 20August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program 黄氏职业性向测验Part B © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. 出 出 (B).如果您一定要从事这些活动‚与您的 朋友比较‚您认为 差差 色 色 您会比他们做得差还是出色呢? 很一 一 很 多点 点 多 25. 聆听朋友的烦恼及安慰他们1 2 3 4 26. 学习修理电器(例如电视﹑收音机等1 2 3 4 ) 27. 玩一种乐器(例如弹钢琴﹑吹笛和结他等1 2 3 4 ) 2 3 4 28. 整理及绘画统计图表1 29. 对关于科学知识的电视节目的理解1 2 3 4 30. 画画1 2 3 4 (包括漫画) 31. 和别人倾谈以增进对别人的了解1 2 3 4 32. 为一个学会招收新会员1 2 3 4 2 3 4 33. 打「格斗」游戏1 4 34. 研究天文学的资料1 2 3 35. 宣传一个新成立的学会1 2 3 4 4 36. 计算活动需要的食物﹑饮料和其它物资1 2 3 2 3 4 37. 学习科学课1 38. 学习音乐1 2 3 4 4 39. 结识新朋友1 2 3 2 3 4 40. 集邮1 41. 学习安装及修理计算机1 2 3 4 3 4 42. 唱歌1 2 43. 调解朋友间的冲突1 2 3 4 1 2 3 4 44. 带领朋友筹办活动 45. 饲养小动物1 2 3 4 4 46. 组合模型1 2 3 1 2 3 4 47. 做科学实验 48. 为活动设计及执行宣传计划1 2 3 4 Shanghai, China 21August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program 黄氏职业性向测验Part C © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. (C).对香港常见工作的兴趣 很 不 喜 很 以下是不同类型的工作，如果要您从事这些工作，您对它们的不 喜 喜 喜欢程度如何？请您假设所有工作的薪酬福利都是一样的，因喜 欢 欢 欢 为我们要评估的，祇是您对这些工作的兴趣。 欢 49. 公共汽车 4 (巴士)司机1 2 3 2 3 4 50. 作曲家1 51. 银行柜台服务员1 2 3 4 2 3 4 52. 古迹遗址的考古工作1 53. 四星级酒店的经理1 2 3 4 3 4 54. 会计文员1 2 55. 修理飞机的技术员1 2 3 4 4 56. 话剧作家1 2 3 57. 学校的辅导老师1 2 3 4 4 58. 托儿中心的主任1 2 3 59. 天文台的气象分析员1 2 3 4 2 3 4 60. 经营连锁快餐店的经理1 61. 公共机构的文员1 2 3 4 1 2 3 4 62. 设计及制作电视广告 4 63. 银行经理的秘书1 2 3 2 3 4 64. 服装设计师1 65. 社区青年中心的主任1 2 3 4 66. 建筑地盘的工程师1 2 3 4 3 4 67. 医院化验室的化验师1 2 68. 银行的分行经理1 2 3 4 3 4 69. 修理电器的技工1 2 70. 研究新药物的化学家1 2 3 4 3 4 71. 心理辅导员1 2 72. 经营制造玩具的工厂1 2 3 4 Shanghai, China 22August 06, 2005
San Diego State University Lotus Executive Customer Service Training Program WCIAQ 计分表 © Dr. Chi-Sum WONG, Department of Management, The Chinese University of Hong Kong, Shatin, ., Hong Kong. 实务性兴趣 探究性兴趣 艺术性兴趣社会性兴趣企业性兴趣 常规性兴趣题目 得分 题目 得分 题目 得分题目得分题目得分 题目 得分4 1 2 3 7 8 9 10 5 6 12 11 14 18 16 13 21 15 22 23 19 20 24 17 26 29 27 25 32 28 33 34 30 31 35 36 41 37 38 39 44 40 46 47 42 43 48 45 49 52 50 57 53 51 55 59 56 58 60 54 66 67 62 65 68 61 69 70 64 71 72 63 总分 总分 总分 总分 总分 总分 Shanghai, China 23August 06, 2005
