听力原文：M: Who do you think will make better service people? W: Should be those people who appear friendly in a job interview. M: Not necessarily, just as it's false to think that talkative people make better sales representatives than quieter, more thoughtful people. W: But being friendly is very important to being a better service man. M: You know in an employment interview, many people can be whomever they think you want for the job. Even if you've hired many, many people, you can be fooled. A true service personality is not something you can directly observe or quickly detect. W: Then, who should be the people that you will hire? M: Not all customer service jobs are the same. Someone at a discount store may share some characteristics with a man in a special service unit of a firm that constructs nuclear power plants. But people in both jobs will likely have distinct characteristics that make them ideally suited for one or the other position. W: Then what kind of personality will be suited to a particular job? M: Well, first you need to understand what the job truly requires. W: How do you do that? M: You analyze the job. Determine the fundamental skills it takes to perform. it well. W: What are some of these skills? M: Such skills include: analytic, creative, computational, interpersonal, project management, conflict resolution, negotiating, and time management. W: You mean that I can find some skills'? M: Yes. If you assign yourself the task, you can probably identify many of the true skills that lie within a particular job. W: What is the advantage of it? M: When you match a job's skill characteristics to a person, you vastly increase the chances for a successful hire. (27)