【開頭的話】職壇裏胡大師想起了創業的艱辛: “想當初, 老子的隊伍才開張, 攏共才有十幾個人, 七, 八條槍”。想當初，俺也招過人，可以旁證胡大師改簡曆的高招十分靠譜。手頭有幾百份簡曆的時候，看完第一頁，要是還沒有感覺，對不起，下一個。所以你要是耍刀的啊，最好讓人滿眼是刀。
【言歸正傳】近來俺的山頭又招兵買馬了。時代不同了，隻會耍刀的士兵不是好士兵，還要有指揮才能啊。於是就有這個 BEHAVIOR 招兵 （俺老D建議的譯名：行為測試）。這年頭，軍隊也要知識化， 要會外語是不是？ 下麵就用外語了。
【葵花寶典】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. 談完長阪坡還要準備談走麥城。)
(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?
【精髓要義】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.
【家庭作業】Fill out the form for the examples from your own experience before the interview (the STAR approach):
Situation/Task:
Action:
Result:
【經驗之談】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.
還是胡司令的老話：您要是參加過長征，那您那時候是軍長還是夥夫？您要是不說，俺這邊就自動按夥夫算了。軍長最低是少將，夥夫最高是上士。大家心裏都有一本帳。
【老調重彈】俺發這個貼，也就是想幫幫找/換工作的年輕人。免費建議，取舍自定。如果有高見，請發表讓更多人受益。如果隻有磚頭，還是您自己留著。
【相關鏈接】
