【面试建议】BEHAVIOR面试的标准思路（不提供具体答案）（1）

来源: ThatIsDifferent 于 2011-11-21 11:52:01 [档案] [博客] [旧帖] [给我悄悄话] 本文已被阅读：次 (6996 bytes)

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【开头的话】职坛里胡大师想起了创业的艰辛: “想当初, 老子的队伍才开张, 拢共才有十几个人, 七, 八条枪”。想当初，俺也招过人，可以旁证胡大师改简历的高招十分靠谱。手头有几百份简历的时候，看完第一页，要是还没有感觉，对不起，下一个。所以你要是耍刀的啊，最好让人满眼是刀。

【言归正传】近来俺的山头又招兵买马了。时代不同了，只会耍刀的士兵不是好士兵，还要有指挥才能啊。于是就有这个 BEHAVIOR 招兵 （俺老D建议的译名：行为测试）。这年头，军队也要知识化，要会外语是不是？下面就用外语了。

【葵花宝典】Behavioral Interview Guide

There are 2 formulas for cracking the behavioral interview. SMART and STAR.

The SMART format stands for Situation with Metrics, Actions, Results, and Tie-in. The last item, Tie-in, is key. It neatly links the response back to the employer’s competency question, allows the individual to inquire further into the employer’s needs, and helps focus the conversation on how the candidate can DO the job instead of simply AUDITION for the job.

An alternative formula is STAR. STAR stands for Situation/Task, Action, and Result(s).

【典型案例】 Results and Performance Driven

Sample questions for you (the interviewee):

(1) Think of an example when you consistently exceeded internal or external customer expectations. How did you do it? What approach did you take? (For the interviewer: Repeat the question for a situation when customer expectations were not met. 谈完长坂坡还要准备谈走麦城。)

(2) Tell me about an example of what you have done to obtain information to better understand a customer. What did you do? How did this information improve your customer service?

【精髓要义】What the interviewer looks for:

Goal oriented; remains persistent when obstacles are encountered; encourages others to be accountable for their actions; relentlessly focused and committed to customer service/satisfaction; thinks creatively.

Key positive examples:

· Assumes personal ownership and accountability for business results and solutions – holds self accountable for complaints and flawless execution; eagerly accepts stretch goals; uses appropriate measures to identify success; takes personal responsibility for decisions and delivering results.

· Makes the customer central to all thinking – takes action and makes decisions that successfully build customer value; challenges others to make the customer the center of all thinking.

【家庭作业】Fill out the form for the examples from your own experience before the interview (the STAR approach):

Situation/Task:

Action:

Result:

【经验之谈】Oh, one very important thing to remember: don't just tell us what your troops did. We want to know what your specific role/contributions was/were.

还是胡司令的老话：您要是参加过长征，那您那时候是军长还是伙夫？您要是不说，俺这边就自动按伙夫算了。军长最低是少将，伙夫最高是上士。大家心里都有一本帐。

【老调重弹】俺发这个贴，也就是想帮帮找/换工作的年轻人。免费建议，取舍自定。如果有高见，请发表让更多人受益。如果只有砖头，还是您自己留着。

【相关链接】

(1) 【面试建议】Behavior面试的典型案例(2)