第九部分：解决问题的能力(1～5问)       

　　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 marketing¹ has depended on good writing and creative layout skills.My part?time college job with a newspaper taught me a lot about desktop² publishing,how to position something on a page effectively,and how to write short sentences with maximum impact.In all of my marketing jobs,I?ve been able to explain my goals clearly to graphic³ designers,which has helped me avoid costly⁴ 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？??

　　Qescribe a situation in which you?ve applied⁵ technical skills to solve a problem.

　　A:One of our components⁶ kept arriving at distribution points with stress cracks.My materials?science background helped me to diagnose the problem as one of storage temperature during shipping⁷.Although our equipment was safely stored at both end points,it had been sitting in un?air?conditioned cargo⁸ space for up to thirty hours before reaching its destination. We're now using a different shipping company,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,combined with other skills,add to your effectiveness on the job?

　　A:My strong economics background,along with my computer?sales experience,provide a balanced set of skills to perform financial research on the computer industry.

　　Most of my contacts and hobbies are also related to high tech,so I offer a natural curiosity that helps me stay abreast⁹ 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？??

　　Qescribe how you?ve used a problem?solving 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 complaint 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 we?re aware of the problem,and offer our commitment 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 who?s 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 becomes readily apparent.