第八部分：管理模式与人际技巧(11～15问)

        问：描述你在上司面前为自己的见解辩护的一次经历。?

　　答：我说服上司改变公关公司。我确信以芝加哥为基地的公司不能满足我们在西海岸的利益，通过向上司展示客源统计变化后，我说服了他。

　　这与描述“你按他人的建议行事的经历”是相对立的。你能提出有建设性的建议并且让他人明白你的想法吗？请举出具体的例子来说明。??

　　Q:Tell me about a time when you had to defend an idea to your boss.

　　A:Once I had to convince my boss to change PR firms.I really believed that our interests on the West Coast weren?t being met by our Chicago?based firm.I was able to convince him after showing him the demographic shift in our customer base.??

　　问：你想改变你的管理形式的哪些方面？?

　　答：别人向我征求意见时，我常常控制着自己不把答案直接告诉别人。我认为使别人学会如何解决问题更为重要。我越来越善于教导别人并提出问题，但我从不告诉别人该怎么做。

　　谈谈你正在努力改进的管理方式的一个方面。告诉面试官你采取的步骤，并给出证据来说明你取得的进步。??

　　Q:What aspect of your management style would you like to change?

　　A:I?ve been working on holding back the urge to tell people the answers when they ask for advice.I think it?s more mportant to teach people how to solve their own problems.I?ve gotten better at coaching and presenting questions and feedback without telling people what to do.??

　　问：你有没有感到上司及同事对你的排斥？?

　　答：我必须说明一下为何我曾认为黑白色调更切合保险小册子的内容。最初，办公室里没有人赞同这个想法，因为我们都习惯于彩色的册子，人人都认为黑白册子看上去显得低档。最后我终于说服大家，用更为巧妙的方法呈现死亡抚慰金这一大难题会更行之有效。?

　　举出具体例子说明你为自己的观点辩护的例子。避开谈及个性抵触、怨恨情绪或愤怒的争吵。你如何令别人理解你的观点？结果如何？一定要以积极的语气结束谈话。 　　??

　　Q:Have you ever felt defensive¹ around your boss or peers?

　　A:I had to explain once why I thought a black?and?white brochure was more suitable for the content of an insurance?product brochure.No one in my office liked the idea initially,because we were all used to color brochures,and everybody felt that black and white looked cheap.Eventually I convinced them that a more subtle approach would work better to present information about a difficult topic?death benefits.??

　　问：谈谈影响你管理风格的一次学习经历。?

　　答：我早期在银行工作时，给一位副执行主席发信，但忘记给在他手下做事的两位副行政主席发副本。其中一位断定我有意作梗。从那以后，我对关键环节非常小心。

　　把你的回答内容稍作改变，用以回应这个问题：“谈谈你最不喜欢的经理或监督员”。在此描述一次正面或反面的使你获得有效管理经验的教训，或者描述一位经理让你做你认为难以实现的事情的手段，他是如何激发你的？??

　　Q:Tell me about a learning experience that affected² your management style.

　　A:Early in my job at the bank，I wrote a letter to an EVP but failed to make copies for the two AVPs who worked for him.One of them was impacted by the content of the memo³ and concluded that I?d circumvented⁴ him on purpose.I?ve really been careful about chain of command ever since.??

　　问：你有没有仿效过别人的管理形式？?

　　答：我在许多方面效仿我的第一位上司。我在桌上为每个工作成员准备了一个文件袋。他们可把便条、想法、要我检查的工作或其他东西放在那儿，我就用这些材料来处理事情。这成为我们大家沟通的另一种形式。那么，当我们坐下来谈论时，要解决的问题都在手头上了。?

　　你应该描述一位自己认识的上司，用积极的方式激发你去达到超出你自己目标的要求。详细说明他是如何实现这种做法的。??

　　Q:Have you patterned your management style after someone in particular?

　　A:I?ve emulated⁵ my first boss in many ways.I keep a file for each member of my staff on my desk.They can throw notes,ideas,work they want me to review,or anything else in there,and I do the same with material I have for them.It's an xtraform of communication whenever one of us gets an idea.Then,when we sit down to talk,the issues we need to cover are in one place,at our fingertips.?

        第八部分：管理模式与人际技巧(16～19问)

        问：描述一位你敬佩的领导。?

　　答：我一直很敬佩公司的董事长，他不是那种高高在上的人，他不占用特殊的车位或餐位，他给人的感觉就像他只是团体里的一员而已。举例说明你认为能干的领导，这个例子可以是个人认同的，也可以是大众认同的。为何你相信这位领导能取得如此的成就？你从你所敬佩的领导身上学到了什么？??

　　Qescribe a leader you admire.

　　A:I?ve always admired the president of my company.He's visible,he doesn?t want a special parking place or table in the afeteria,and he gives you the feeling that he?s 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 complaint from a client, I found it difficult to keep the complaint 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 I?d no longer be attending yearbook?club meetings because I thought the editor was a complete 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 comment. 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 you?ve had getting along with a work associate.

　　A:I?m 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 bossy⁶?to the point where he offended one of our interns⁷ 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 didn?t seem to help much, but we were more careful when we hired new staff after that.