208个外企面试难题-第10章
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Q：Describe a leader you admire。
A：Ive always admired the president of my pany。He's visible；he doesnt want a special parking place or table in the afeteria；and he gives you the feeling that hes just another member of the team。
问：你怎样处理工作中遇到的批评意见？
答：第一次受到一个客户的抱怨时，我发现很难把这些抱怨和我的专业报账服务分开。那个客户对自动柜员机停工检修感到不满。我知道表示同情和理解往往能平息这种不愉快。我还认识到，没有客户会对每一样事情都感到满意，即使他们所有的经历都是积极的。
面试官正寻找一种能表明求职者责任感和职业特性的东西。描述具体的一项工作计划或习惯曾带给你的麻烦，直到后来你勇敢地面对并克服了这些困难。或者你可以谈谈你是如何对工作中遇到的特别严厉或者无理的批评与指责做出客观而专业的反应的。
Q：How have you handled criticism of your work？
A：The first time I had a plaint from a client； I found it difficult to keep the plaint separate from my professional service of the account。 The client was upset about the downtime on ATM machines。 I learned that showing empathy usually calms an unpleasant situation； I also learned that no client is going to be happy with everything； even if that client's overall experience is positive。
问：告诉我你最近一次说错话的情形？
答：我告诉我的朋友丽莎，我不会再参加年鉴俱乐部的聚会，因为我觉得编辑根本就是个白痴。后来我发现编辑居然是她的堂兄，我立刻向她道歉，并问她为什么在我说这蠢话时没有作声。幸好，我和她直到现在还是朋友。
每个人都会犯错，能认识错误是很重要的。面试官想了解你是不是具有是非感，还有你会采取什么措施去弥补过错。别人对你、你的公司或者你的客户留下一个坏的印象，这会给你的公司带来很大的不利。
Q：Tell me about the last time you put your foot in your mouth。
A：I told my friend Lisa that Id no longer be attending yearbookclub meetings because I thought the editor was a plete idiot。 I later found out that the editor was her cousin。 As soon as I found out； I apologized and asked her why she didn't say anything when I made that foolish ment。 Luckily； she and I are still friends today。
问：告诉我，你与同事相处时遇到的问题。
答：我非常平易近人，而且易于与大部分人融洽相处。但我记得有一次，我们请了一个爱发号施令的新助手，他的态度冒犯了一位实习生。我把他叫到一旁，告诉他请求别人帮忙比命令别人去做事有效得多。不幸的是，我的意见似乎没起多大作用。但从那以后，我们在聘用新员工时都更加小心了。
免讨论与个性抵触的问题，而应把重点放在你与你的同事的职业道德的不同之处，又或者把重点放在面试官有可能强调的其他方面。例如：你可以谈谈某些人追求完美的标准没有你那么高。
Q：Tell me about a problem youve had getting along with a work associate。
A：Im pretty easygoing and tend to get along with most people。 But I remember one time when we brought in a new associate who was very bossyto the point where he offended one of our interns with his attitude。 I actually pulled him aside and told him that I found it more productive to ask people for help than to give orders。 Unfortunately； my advice didnt seem to help much； but we were more careful when we hired new staff after that。
第一部分（1～5问）
韦鲁基
问：你的专业技能如何成为你宝贵的财富？
答：尽管我从未想过要当作家或出版商，但我在市场推广部的大量工作都要靠良好的写作技巧和富有创意的设计才能。大学时在报社的兼职工作让我学会许多出版方面的知识，如何排版和如何写最有影响力的短句等技巧。市场推广方面的工作使我必须向图形设计师说明我的目标，以避免大量的复查工作。
描述你如何用专业技能解决问题。举个具体的例子，说明相同的技能怎样才能在不同情况或在你负责的工作中变得实用。如果你被聘用，在什么样的环境下你会发挥得最好。
Q：How have your technical skills been an asset？
A：Although I never planned on a career as a writer or publisher；much of my job in marketing has depended on good writing and creative layout skills。My parttime college job with a newspaper taught me a lot about desktop publishing；how to position something on a page effectively；and how to write short sentences with maximum impact。In all of my marketing jobs；Ive been able to explain my goals clearly to graphic designers；which has helped me avoid costly design revisions。
问：描述你运用专业技能解决问题的情形。
答：在运送部件到达目的地时总是出现裂痕。我用原料学方面的知识判断这与航运期间的存放温度有关，尽管我们的仪器都安全地存放在两端封闭的地方，但在到达目的地之前，仪器要放在无空调设备的船舱里30个小时。现在我们用另一家航运公司运送货物，我们用贴在货物上的标签显示极高或极低温度都是不允许的。
迅速向面试官说明问题，然后集中在你的专业技能如何帮你解决问题。你采取了什么行动？取得什么效果？
Q：Describe a situation in which youve applied technical skills to solve a problem。
A：One of our ponents kept arriving at distribution points with stress cracks。My materialsscience background helped me to diagnose the problem as one of storage temperature during shipping。Although our equipment was safely stored at both end points；it had been sitting in unairconditioned cargo space for up to thirty hours before reaching its destination。 We're now using a different shipping pany；and we've improved our labeling on large shipments to reflect the users warning about temperature extremes。
问：你的专业技巧和其他技巧结合起来如何能提高工作效率？
答：良好的经济学知识和电脑销售经验，为我提供了综合的技能并使我能在电脑行业方面从事金融调查工作。我的大部分熟人和他们的兴趣都与高新科技有关，因此很自然我有好奇心，而这有助我与行业的变革同步前进。
这个问题给你一次推销你自己的机会，即为何你独特的复合技能奏效？举出一两个例子说明你常被要求去处理的事项。
Q：How do your technical skills；bined with other skills；add to your effectiveness on the job？
A：My strong economics background；along with my putersales experience；provide a balanced set of skills to perform financial research on the puter industry。
Most of my contacts and hobbies are also related to high tech；so I offer a natural curiosity that helps me stay abreast of changes in the industry。
问：描述你如何运用解决问题的步骤。
答：一次我们接待了几个客人，他们被安排在地区周围免费的酒店住宿。我建议成立一个电脑小组建立一个预告系统，顾客的名字与先前的不满记录或免费服务相对应。现在，当顾客登记入住时，我们输入名字，就马上知道这个顾客在我们的任意一家酒店中有过不愉快的经历。我们小心地对待这位顾客，承认我们意识到问题所在，并承诺尽可能地向他们提供完美的服务。这一做法既预防了那些想欺诈的顾客，又告诫了我们职员要特别小心对待那些再次光顾我们酒店的顾客。我们酒店的满意率提升了，欺诈事例减少了。
向面试官说明你如何一步步解决问题，如何做到圆满的成功。你用什么措施或准则来控制解决问题的步骤？结果如何？
Q：Describe how youve used a problemsolving process。
A：We once had several customers who'd arranged numerous free hotel stays around the country using our 100 percent atisfaction guarantee。I suggested leading a PC task force to set up a warning system that flags any guest name corresponding to a revious reported plaint or free service。Now when a guest checks in and we type in a name；we know immediately that the person has had an unpleasant experience at one of our hotels。We proactively approach the guest；acknowledge were aware of the problem；and offer our mitment to do everything possible to provide them with impeccable service。This practice warns the potentially fraudulent guest；at the same time；it warns our staff to be especially careful with any guest whos giving our hotel a second chance。Our satisfaction rate has improved；and fraudulent cases have decreased。
问：你怎样着手处理问题？
答：当要处理问题的时候，我通常会尽可能把所想到问题的原因写下来。
然后找出原因之间的关系，以此来归纳主要问题的共同特征。通常，研究完这些问题后，真正的原因就显而易见了。
面试官除了想知道你取得的成果外，还想知道你解决问题所用的逻辑。你办事果断吗？你如何缩小选择范围来作出抉择？别人如何评价你的推理技巧？他们会用什么样的例子来说明你具备有效的决策方式呢？
Q：How do you usually go about solving a problem？
A：When I need to solve a problem；I generally start by writing down as many ideas as I can think of about possible causes。Next I look for relationships among causes so I can group together symptoms of bigger problems。Usually；after I study these groups of problems；the real cause bees readily apparent。
第二部分（6～10问）
韦鲁基
问：你如何衡量你工作中的成功？
答：我凭顾客的反映来衡量。顾客打电话向我推荐新客户时，我知道他们觉得与我合作愉快。但我认为拉住老客户比赢得新客户更令我感到满足。人们有尝试新公司的趋向，因为那类新公司拥有良好的声誉或产品，但顾客再次光顾是出于他们信任已建立起的合作关系。
你要依据什么样的结果或证据评估工作的成功？哪类反馈或奖赏制度对你重要？面试官想证实这些要求能在工作中得到满足。
Q：How do you measure the success of your work？
A：I measure reactions of customers。When my customers call me with a referral；I know theyre happy。And I have to say that repeat business to me is more satisfying than winning a new account。People have a tendency to try a new pany because of that panys reputation or product；but they e back because of the relationship theyve learned to trust。
问：你做事切合实际吗？
答：通常我能找出潜在的问题，即使问题并不显眼。我想起一位投资银行家，他听过我们的金融不动产课程，并问我们为什么东京投资集团难以吸引当地投资。许多工商管理硕士尝试从一系列复杂的原因去思考，但我认为这与迅速摆脱市场不利因素有关，是非流动性投资引发的问题。我是说，如果主要投资当地不动产且通货膨胀已经使货币价远高于黑市价，投资者会感到不稳定，这样一来，结束投资就成为投资者的首选了。
向面试官举例说明你用过的实际可行的方法。怎样才算是简单明了且又是最佳的解决方法？其他人忽略了明显的问题吗？在这个事例中，你要更多地显示出常识性技能而非专业技能。
Q：How practical or pragmatic are you？
A：I can usually pick up on an underlying problem；even of its not too obvious。I recall an investment banker who visited our realestatefinance class and asked us what might cause the Tokyo investment munity a problem in attracting local investment dollars。A number of finance M。B。A。s in the class started trying to think of some plicated set of reasons。I decided it would have to do with getting out of a bad market quickly；and that a nonliquid investment would create problems。I said investors would be unsettled if the primary investment is local real setate and inflation has caused the paper value to exaggerate the real street value。As it ended up；that was the answer he wanted。
问：你如何把握对事实和对直觉的判断？
答：事实确实重要，但人们通常忽略了时效的影响，特别是在做市场调查时。在一次调查中，我对涉及到的价格数据感到不对头，我怀疑顾
客是否会像调查所示的那样花大量的金钱购买新车。因此，我们停下来并等候最后一季的价格结构。当利率攀升时，我们卖出了更多的车，而我们的对手却只能等待。
描述你曾靠直觉来处理问题，那类问题如果按照事实或常规步骤来处理的话，将会处理得一团糟。说明你具备突破常规去解决问题的能力。
Q：How do you balance your reliance on facts with your reliance on intuition？
A：Facts are important but often neglect pointb intime influences；especially with market research。One survey that I was unfortable with involved pricing data that was collected just after a major presidential election。The timing caused me
to doubt that consumers would really spend as much as the survey indicated they would for new cars。So we ended up holding on to the last quarters pricing structure。We sold more cars while；as interest rates climbed；some of our petitors had expensive
