Amazon Interview (3 of 10): 14 Leadership Principles with Examples of Interview Questions & Answers

Dan Croitor · 前 Amazon 招聘经理 · 4:29 · 在 YouTube 观看 ↗

亚马逊行为面试 (3/10)：14 条领导力准则 (LPs) 深度解析与实战问答

一句话主旨：掌握亚马逊 14 条领导力准则（LPs）并结合 STAR 法则构建个人故事，是通过亚马逊行为面试（Behavioral Interview）的核心。

适用场景：适用于申请亚马逊（Amazon）所有职位的求职者，特别是全天候面试（The Loop）中的行为面试环节。

## 一、 亚马逊面试的“50/50 原则” [00:00]

在亚马逊的面试中，技术能力或岗位硬技能只占 50%，另外 50% 的权重完全放在“文化契合度”（Cultural Fit）上。 * 亚马逊对领导力准则（Leadership Principles，简称 LPs）的重视程度极高。 * 面试官不仅看你能不能做这份工作，更看你是否像“亚马逊人”一样思考和行动。

## 二、 如何学习和内化 14 条准则 [00:25]

仅仅背诵准则的名字是不够的，你需要理解其背后的含义： 1. 阅读并理解：仔细阅读每一条准则的官方定义。 2. 寻找轶事（Anecdotes）：去搜寻杰夫·贝佐斯（Jeff Bezos）在各种场合提到的关于这些准则的背后故事。 3. 关键词关联：在准备自己的故事时，要刻意使用准则中的关键词（如 Customer Centricity, Dive Deep, Ownership 等）。

## 三、 核心准备策略：故事关联法 [01:15]

准备过程分为两个关键部分： 1. 关联个人故事：为每一条准则准备 1-2 个真实的个人经历。这些故事必须能体现出你具备该准则所要求的特质。 2. 结构化表达：使用 STAR 法则 来叙述你的故事。

STAR 法则拆解 [03:03]

• Situation (情境)：背景是什么？涉及谁、什么时间、什么地点？
• Task (任务)：你的具体职责是什么？要解决什么挑战？
• Action (行动)：你具体采取了哪些步骤？这是面试官最关心的部分。
• Result (结果)：最终效果如何？最好有量化的数据支持。

## 四、 经典面试题与示范答案解析 [03:09]

以下是视频中给出的四类典型行为面试题及其高分示范答案。

1. 客户至上 (Customer Obsession)

面试官可能会直接问，也可能通过具体场景考察。

Question: "How do you show your customer obsession?"
翻译：你是如何体现“客户至上”的？

示范答案要点 [03:15]：

"An example of how I regard customers is from my previous job as Product Manager at Hardware Store X in 2016. We were having problems retaining customers because our online services, in particular the online web shop, weren't as sophisticated as our in person services even though more of our customers were wanting to shop online. I realized needed to be resolved and began a push to revamp the app along with the IT department. It took us 6 months, but in the end we rolled out the new online app and it was well received. This and effort from other departments helped the organization notch customer engagement of 85% from just 65% earlier over the next 2 years. We improved the region's profitability by 15%."

• 解析：该回答强调了对客户需求的洞察（从线下转线上），并给出了明确的量化结果（参与度从 65% 升至 85%，利润增长 15%）。

2. 赢得信任 (Earn Trust) / 客户至上

考察你处理负面情况和维护关系的能力。

Question: "Tell me about a time you handled a difficult customer."
翻译：请讲一次你处理棘手客户的经历。

示范答案要点 [03:17]：

"When I was a Sales Manager at X we had a group of unhappy customers. We'd sold them a type of insurance that was too costly for them. This was important to them and they were threatening to take their business to our competitor. I knew this would be hard, but I knew that I had to do everything I could to keep them as our customers. So I had a meeting with all of them where I listened to them complain. I tried to listen to each of them and respond calmly. I explained to them that we understood the problem, which was definitely our omission, and apologized. In the end, they agreed to give us one more chance; fast forward today and around 95% of them are still part of our customer base."

• 解析：重点在于“倾听”、“承认错误（Omission）”和“道歉”。这体现了 Earn Trust（坦诚面对错误）和 Customer Obsession（尽力留住客户）。

3. 敢于谏言，服从大局 (Have Backbone; Disagree and Commit)

考察冲突管理和团队协作。

Question: "Tell me about a time when you had a conflict with a team member. How did you handle the situation?"
翻译：请讲一次你与团队成员发生冲突的经历。你是如何处理的？

示范答案要点 [03:19]：

"When I was working on a project for our Agile Project Management Course, one of the member of my team would consistently show up late, or even not show up at all to our team meetings. As the leader of the team, I had to address the situation and make sure that our coworker was fulfilling his responsibilities. So I contacted X and scheduled a one-on-one meeting. During the meeting I provided examples of meetings that he was late or even failed to attend and explain why this was an issue for the entire team. Also, I asked him to explain why this was happening? He explained that many of these meetings were conflicting with work related to another project. We decided to move the meeting one hour later. At our next meeting, he apologized in front of the group and promised this would no longer occur. The project went well and in the end we got an A on our group project!"

• 解析：体现了发现问题后直接沟通（Backbone），通过 1-on-1 了解根源并达成共识（Earn Trust），最终以结果为导向解决问题。

4. 达成业绩 (Deliver Results) / 坚持高标准 (Insist on the Highest Standards)

考察自我驱动和目标达成。

Question: "Give an example of a goal you reached and tell me how you achieved it."
翻译：请举例说明你达成的一个目标，并告诉我是如何实现的。

示范答案要点 [03:22]：

"3 years ago, at my quarterly review my supervisor explained to me that my public speaking skills needed to improve, since my executive role requires to give presentations to my coworkers and clients frequently. Since I considered it too time consuming and risky to start training solo, I hired an executive coach. After 2 months of training, he asked me to join a group of his former clients who meet once a week to give speeches in front of each other. With her help and all of their comments and support, I learned to see what my weaknesses were. After working on my skills for 6 months, I could see that my presentations were consistently better. My boss agreed. Now I am continuing to meet with the group so that my skills keep improving."

• 解析：这不仅是 Deliver Results，更体现了 Learn and Be Curious（主动学习）和 Insist on the Highest Standards（不满足于现状，持续改进）。

## 五、 面试官视角：他们在考察什么？ [03:25]

1. Bar Raiser（抬杠者/准则把关人）：亚马逊面试中会有一位专门的 Bar Raiser，他们的任务是确保新入职者的水平高于当前团队 50% 的人。他们会深挖你的故事细节。
2. 真实性：面试官会通过追问细节来判断故事是否真实。
3. 关键词匹配：如果你在故事中自然地使用了准则关键词（如“I took ownership of the situation”），面试官会更容易给你打高分。

## 六、 行动清单与核心总结

行动清单

1. 深度阅读：通读 14 条 LPs，确保能用自己的话解释每一条。
2. 故事库建设：针对每条 LP 准备至少 2 个 STAR 结构的故事。
3. 关键词嵌入：在你的故事草稿中，用红笔标出可以替换为 LP 关键词的地方。
4. 模拟面试：大声练习你的故事，确保在 2-3 分钟内讲完一个完整的 STAR 案例。
5. 量化结果：检查你的 Result 部分，是否都有百分比、金额或时间周期的提升？

一句话记住

亚马逊面试不是在考你的过去，而是在考你过去的行为是否符合他们未来的准则。