透析外企面試（5）：如何回答面試中的行為性問題（上）

在外企面試中，主考官除了就簡歷上所列出的相關信息提問外，還會要求你講述你曾經遇到的一個具體問題或任務，并介紹你是如何處理這一問題或任務的，以及最后的處理結果如何。與此同時，主考官還可能會對你敘述的細節進行追問，以便從中更全面地了解你的相關素質。由于這類問題主要考查應聘者過去的行為表現，故被稱為“行為性問題”。 具體而言，面試中常見的行為性問題涉及的方面包括應聘者的領導能力、決策能力、解決問題的能力、創新能力、溝通能力、組織策劃能力、團隊合作能力、抗壓能力、適應能力、注重細節的能力等。

關于應聘者的領導能力

Tell me how you went about setting the goals for your team members and gaining commitment from them.

通過這一問題，主考官主要想了解應聘者是如何通過設置團隊目標來領導自己的團隊，以及采取了何種方法或手段來引導團隊成員實現目標。在回答這一問題時，應聘者應當使用恰當的例子，充分說明自己擅長制定團隊目標并領導團隊成員實現目標。以下回答針對的是如何成功地為銷售團隊制定目標，以及制定目標會帶來怎樣的好處。

[具體任務] I needed to set the sales team objectives for the next year. [執行步驟] I referred to the sales department goals for the next year to decide which activities and tasks our team should concentrate on. I clearly communicated the relationship between our team goals and the department goals to my team members and explained which activities would best result in achieving these goals. [完成結果] The members really benefited from having a clear idea of the team goals and how we could contribute to achieving them. Having clear goals meant they were able to see how each of them was an essential part of the team’s success， and this motivated them towards achieving the goals.

關于應聘者的決策能力

Tell me about an important decision you made in your previous job.

通過這一問題，主考官想要了解的是應聘者能否作出思維縝密的決策，是否具備果斷的決策能力。在回答這一問題時，應聘者首先應該分析各種影響自己決策的因素，然后權衡各種選擇，最后作出最妥當的決策。以下參考回答是關于如何更經濟地為公司采購原材料。

[具體任務] I was in charge of the purchase of raw materials for our company. [執行步驟] We always ordered a month’s supply at a time to keep inventory costs low. I had to decide whether to keep doing this or buy six months’ supply and get a discount for ordering such a big volume and escape possible future price increases. I did some research and figured out that we could reduce our costs by buying for six months， especially since the amount we used remained practically unchanged month on month. [完成結果] It turned out that I was right， and the prices increased quite a lot during those six months.

關于應聘者解決問題的能力

Describe a thorny problem you had to solve in your last job.

這個問題旨在考查應聘者識別問題、分析問題和解決問題的能力。應聘者首先應從自己的工作經歷中尋找一個與所應聘職位密切相關的實例，然后說明自己是如何處理這一問題的，并對處理結果加以描述。此外，應聘者選擇的實例最好是自己成功解決的問題。以下參考回答是關于如何成功處理客戶對質量低劣產品的投訴。

[具體問題] Last July， we were receiving a lot of complaints about the poor quality of our products. [解決措施] I met with the staff concerned in the Quality Control Department and discovered that the problem seemed to be with the poor raw materials from our vendors. I investigated and found that the system for checking the quality of raw materials was outdated. Then， an up-to-date system for checking the quality of raw materials was quickly introduced. [處理結果] This sorted out the problem and we had fewer complaints from our clients.

關于應聘者的創新能力

Tell me about a suggestion that you have recently made to your manager.

這一問題是用來了解應聘者是否具備積極主動的創新思維能力，是否能夠為公司提供一些有益的創意。應聘者從過去的工作經歷中搜尋的相關案例，要能說明自己能夠積極主動地為公司提供有益于公司發展的建議。以下參考回答是關于如何說服上司為采購部的員工提供一次有關即將上市的新產品的培訓。

[具體問題] I worked in the Purchasing Department and the company was launching a new product. The Sales Department had in-depth training on it， but we had none. [解決建議] I suggested that the Purchasing Department should also receive the training so that we would better understand what components should be purchased and be able to ask our vendors some wise questions. It was agreed that we would all undergo a short version of the training. [處理結果] This meant that we could deal professionally with our vendors and it also motivated us， feeling part of the launch excitement.

關于應聘者的溝通能力

Describe a situation where you negotiated with your manager to reach an agreement.

通過這一問題，主考官想要了解應聘者是否具備明確傳遞信息的能力以及為獲得雙贏結果的溝通能力。回答該問題時，應聘者應首先簡單介紹具體問題，然后詳細闡釋自己如何以合作的方式和態度與對方一起商討問題，以及自己如何以充分的論據說服對方接受自己提出的解決方案;最后簡述一下處理的結果。以下參考回答是關于如何說服主管為其下屬完成項目任務提供更多的時間。

[具體問題] My supervisor gave me an unreasonable deadline to complete a project. [解決方案] I asked him how he had come up with the deadline. He said that it was based on his deadline to present the project to his line manager. Then， I detailed every step that needed to be taken to complete the project and how long each step would realistically take. After that， we discussed possible ways of reducing these time frames， and I suggested allocating more resources to the project. Finally， I was asked to put together a project proposal that covered what we had discussed and he would use this to negotiate with his line manager for a more realistic time line. [處理結果] The result was that we were able to settle on a plan that worked for both of us.

筆者希望以上介紹的問題與應答思路會對讀者有所幫助。讀者可以根據參考回答中所提供的框架，結合自己的工作經歷，應答主考官的問題。面試中的行為性問題涉及面頗廣，限于篇幅，其余內容將在下期進行詳細介紹。