第三部分(11～15问)
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答：以往，我们一批一批地向顾客发传真件，有时每小时多达10份。所以有的客户对此感到不满。我设置了客户自助服务的租赁传真机系统，这让职员有更多时间处理传入的文件、保存信息，直到他们能亲自找到特定的顾客。
告诉面试官你在工作环境中或其他机构中所战胜的难题。面对困难你如何克服或智胜？
结果如何？什么促使你着手处理问题？
Q:Have you ever resolved a longstanding problem?
A:We used to batch our guests personal faxes sometimes as many as ten outgoing fax requests per hourto put less strain on our administrative staff.We had guests who werent happy about that.I arranged a lease deal on an outgoing fax machine for guest selfserve access.This freed up more time for staff,and they were able to maintain control of incoming axes,protecting incoming information until they could locate the appropriate guest in person.
问：描述一次你认为有必要作出不受欢迎决定的情形。
答：我制定规章禁止携带食品进入工作区，包括私人办公室，为了安全起见，工人不能带食物靠近昂贵的精密仪器。现在这已被遗忘了，但那段时期许多监管员对我生气。我认为这件事很重要而且解决方法也和其他新条例一样要坚续下去，如废除给高级职员分配车位的做法等。到目前为止，我们还能不断改进，使公司团结一致。
有时候重要的、长期的成果只需作出短期努力就能获得。这样的问题用来考察应试者对带有长期成果的重大价值作出判断的能力，如果你被问及这样的问题务必给出具体的例子。
Q:Describe a time you found it necessary to make an unpopular decision.
A:I had to start a policy of no food in work areas,including private offices,because the production workers were unhappy with the inequity.For safety reasons workers couldnt have food anywhere near expensive equipment.Now its forgotten,but at the time a number of supervisors were angry at me.I thought the matter was important and that the solution was consistent with other new policies,like doing away with assigned parking spaces for highlevel employees.So far we've been progressive enough to keep unions out of our company.
问：谈谈你处理过的最难的问题。
答：我被提拔管理一个新的部门。那个部门有一位职员一开始就对我很反感。很快我知道了原因：她的好朋友刚刚从我现在做的职位离开。我当面与她谈这件事；我解释说我也曾让友谊面临考验，因为我与一位朋友工作交往过于密切，我们俩甚至花业余时间谈工作。谈话过后几周，她承认她没有想过与私人朋友工作交往过密潜在的后果。
从那以能，我们把工作关系处理得很恰当。谈这样的问题要说得简练，重点谈你采取的措施和取得的成果，要坦率，为何这样的问题对你来说难以应付？如何保持客观并具有专业水准？
Q:Tell me about the most difficult problem you've ever dealt with.
A:I was promoted to manage a new department.A coworker in that group resented me from the beginning.I soon learned that her best friend had been turned down for the position.I actually confronted her about it;I explained that I had once put a friendship to the test because Id worked too closely with someone and we found that we spent our leisure time talking about work.A few weeks after our talk,she admitted that shed never thought about the potential results of working too closely with a personal friend.Our working relationship was fine after that.
问：描述你对问题的处理不满意的一次经历。
答：我想起因为我们曾因没有迅速答复顾客而令他失望。假期中我们的生产能力满足不了客户提出的发送全部定货的要求。最后那位客户要求打折。我觉得我方应该先提出给予折扣，不应等顾客提出。如果我方先提出的话，这件事处理得会好一些。
这个问题集中在应试者的素质水平上。描述你从一个处理不好的问题中看到长期隐患的情形。你有没有采取措施来处理这个问题？
Q:Describe a time when a problem wasnt resolved to your satisfaction.
A:I thought once that wed let a customer down by not responding quickly enough to resolve a problem;our production capacity wasnt sufficient to deliver the customers complete order during the holiday season.That customer ended up asking for a discount,and I thought we should have offered the discount first,without waiting to be asked.The sense of goodwill would have been stronger.
问：谈谈你在没有规则及先例可循的情况下处理问题的经历。
答：我所担任的职务是最近才设置的。我用了一周时间弄清楚创设这个职位的原由。惟有这样，为该工作设立优先权的方法才能更清楚。
没有指导的情况下你能处理问题吗？描述你解决问题的过程，尤其是你采取的步骤和在特定尝试环境下使用的方法。表现出你面对挑战的信心和意志。
Q:Tell me about a time when there was no rule or precedent to help you attack a problem.
A:I was the first employee in a newly created position.I spent the first week developing an understanding of the history that had led to creation of the position.Only then did a method for setting priorities on the job become clear.