Chapter 16 Employment Communication Mary Ellen Guffey, Business Communication: Process and Product, 5e Copyright © 2006

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 2 The Employment Search

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 3 Writing a Persuasive Résumé

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 4 Research the job market. Use newspapers, the Web, and other resources to learn about jobs, qualifications, and employers. Analyze your strengths. What will sell you for the job you want? Study other résumés as models. Experiment with formatting. Preparation

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 5 List your name, land address, address, and telephone number. Include a career objective for a targeted job. Heading and Objective

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 6 Name your degree, date of graduation, and institution. List your major and GPA. Give information about your studies, but don’t inventory all your courses. Education

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 7 List of Past Jobs Start with the most recent jobs. Include employer’s name and city, dates of employment (month, year), and most significant title. Salesperson, Kmart, Dayton, Ohio. 4/04 to 5/05. Manager, Fleet Equipment, Kettering, Ohio. 6/05 to present. Tax Return Preparer, Volunteer Income Tax Assistance program (VITA). March, 2005, to present. Sinclair College, Dayton, Ohio.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 8 Summary of Achievements and Skills Use action verbs to summarize achievements and skills relevant to your targeted job. Prepared state and federal tax returns for individuals with incomes under $25,000. Conducted interviews with over 50 individuals to elicit data regarding taxes. Determined legitimate tax deductions and recorded them accurately.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 9 Evidence of Nontechnical Skills Give evidence of communication, management, and interpersonal skills. (Employers want more than empty assurances. Try to quantify your skills.) Organized holiday awards program for 1200 attendees and 140 awardees. Praised by top management for enthusiastic teamwork and achievement.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 10 Special Skills, Achievements, Awards Highlight computer skills. All employers seek employees proficient in word processing, spreadsheet, and Internet use. Show that you are well-rounded. List awards and extracurricular activities, especially if they demonstrate leadership, teamwork, reliability, loyalty, initiative, efficiency, and self-sufficiency.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 11 Other Résumé Tips Omit references (unless specifically required). Look for ways to condense your data. Double-check for parallel phrasing. Project professionalism and quality. Avoid personal pronouns. Omit humor. Use 24-pound paper and a quality printer.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 12 Other Résumé Tips Have a good proofreader critique your résumé. Proofread! Proofread! Proofread!

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 13 What Recruiters Consider Most Important “The objective. Plus dates when things happened and accomplishments.” “Information about skills that apply to the job; less about job history and past duties.” A focus group of expert recruiters individually stressed the importance of these résumé components and characteristics:

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 14 What Recruiters Consider Most Important “Valid information in an easy-to-read, attractive style.” “The candidate’s address and phone number. Lots of people put them only in the cover letter.” A focus group of expert recruiters individually stressed the importance of these résumé components and characteristics:

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 15 What Recruiters Consider Most Important “Realizing that the employer is looking for ‘red flags’ and making sure there aren’t any. If you have an employment gap, include a clear statement explaining it.” “Meeting the qualifications for the job.” A focus group of expert recruiters individually stressed the importance of these résumé components and characteristics:

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 16 What Turns Recruiters Off “Personal data. That’s a major ‘red flag.’ Also typos, inconsistent punctuation, and huge paragraphs that look like job descriptions.” “Odd-sized résumés from services saying ‘Presenting the candidacy of....’ I don’t even read them anymore. They’re a major rip-off.” “Résumés that show no research; not looking at the employer’s needs.” A focus group of expert recruiters individually stressed these résumé components and characteristics:

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 17 What Turns Recruiters Off “Omissions in terms of dates. And misspellings!” Long cover letters and résumés over two pages.” “Excess cosmetics, substituting form for content. A résumé should look nice but not go overboard.” A focus group of expert recruiters individually stressed these résumé components and characteristics:

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 18 What Turns Recruiters Off “A photo. I have to remove them because managers must be color and gender blind.” “Not sending the résumé to the right place.” A focus group of expert recruiters individually stressed these résumé components and characteristics:

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 19 Poor Résumé “Before” Version

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 20 RÉSUMÉ OF JENNIE JENKINS 3320 Lafayette Street, #12 San Leandro, CA (415) OBJECTIVE: An entry-level position where my proven communication, accounting, and administrative skills could be utilized in a path leading to advancement into management eventually. DEGREE from San Francisco State University. Broadcast Communication Arts. Bachelor of Arts. 3.2 major. EXPERIENCE Apprentice KPFA in Berkeley, CA. Duties included scheduling studios. Also recruited staff. Some paperwork. Often given responsibility to act as production manager. 10/05 to present. RÉSUMÉ OF JENNIE JENKINS 3320 Lafayette Street, #12 San Leandro, CA (415) OBJECTIVE: An entry-level position where my proven communication, accounting, and administrative skills could be utilized in a path leading to advancement into management eventually. DEGREE from San Francisco State University. Broadcast Communication Arts. Bachelor of Arts. 3.2 major. EXPERIENCE Apprentice KPFA in Berkeley, CA. Duties included scheduling studios. Also recruited staff. Some paperwork. Often given responsibility to act as production manager. 10/05 to present. Poor Résumé: “Before” Version

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 21 Pacifica House Position for financial manager. Duties included payroll and benefits for employees of shelter. Was responsible for books, also for cash transactions. Took care of some donations. Expected to help raise funds. I prepared all payroll reports. Also petty cash. Chaotic environment, under funded. Spring, 2005 Worked for one spring with Renaissance Rainbow, which is a perfor- mance arts troupe operating out of San Francisco. My duties included scheduling interviews with print and broadcast journalists. Was responsible for volunteers and publicity. Other temporary positions Manpower, Inc. San Francisco. Worked at many different places as temp Dorhring Company. File clerk, receptionist, general duties. Other places. Good Earth Restaurant - server – Pacifica House Position for financial manager. Duties included payroll and benefits for employees of shelter. Was responsible for books, also for cash transactions. Took care of some donations. Expected to help raise funds. I prepared all payroll reports. Also petty cash. Chaotic environment, under funded. Spring, 2005 Worked for one spring with Renaissance Rainbow, which is a perfor- mance arts troupe operating out of San Francisco. My duties included scheduling interviews with print and broadcast journalists. Was responsible for volunteers and publicity. Other temporary positions Manpower, Inc. San Francisco. Worked at many different places as temp Dorhring Company. File clerk, receptionist, general duties. Other places. Good Earth Restaurant - server – Poor Résumé: “Before” Version

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 22 Personal Self-starter, can finish jobs without supervision. Marital status: singleBirth: 6/15/82 Health: ExcellentHobbies: Knitting, singing, like to read First Baptist Gospel ChoirAwards: Spirit Award, Oak High School Dean’s List, college, 2 semesters Poor Résumé: “Before” Version

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 23 Improved Résumé “After” Version

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 24 Jennifer Marie Jenkens 3320 Lafayette Street, #12 San Leandro, CA (415) Objective: Administrative position involving Payroll Accounting Employee Benefits Customer Service SUMMARY OF QUALIFICATIONS Two years’ experience in responsible administrative and accounting positions Disciplined self-starter; able to work without supervision Proficient with PCs including Word, Excel, and the Internet Can be counted on to follow through on every detail, until a task is completed B.A. degree, San Francisco State University RELEVANT EXPERIENCE 10/05 toApprentice, Radio Production, KPFA , Berkeley, CA present As production manager, schedule studios, recruit support staff Process scripts, permissions, and logs involved in weekly productions Jennifer Marie Jenkens 3320 Lafayette Street, #12 San Leandro, CA (415) Objective: Administrative position involving Payroll Accounting Employee Benefits Customer Service SUMMARY OF QUALIFICATIONS Two years’ experience in responsible administrative and accounting positions Disciplined self-starter; able to work without supervision Proficient with PCs including Word, Excel, and the Internet Can be counted on to follow through on every detail, until a task is completed B.A. degree, San Francisco State University RELEVANT EXPERIENCE 10/05 toApprentice, Radio Production, KPFA , Berkeley, CA present As production manager, schedule studios, recruit support staff Process scripts, permissions, and logs involved in weekly productions Improved Résumé: “After” Version

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide toFinancial Manager, The Pacifica House (shelter), San Francisco, CA 2005 Used computer to manage payroll and employee benefits for a staff of 26 Completed all projects on time, despite chronically chaotic environment Managed agency’s cash flow, involving funder reimbursements, in-kind donations, and fund-raising Processed all accounts payable and receivable, monthly, and quarterly statistical reports for local, state, and federal funding agencies. Oversaw petty cash Designed a flow sheet to track success of a $25,000 fund-raising project SpringPublicity coordinator, Renaissance Rainbow (performance arts troupe), 2003San Francisco, CA Scheduled all media interviews, supervised volunteers Coordinated publicity mailings for African-American Performance Arts Festival 2004 toFinancial Manager, The Pacifica House (shelter), San Francisco, CA 2005 Used computer to manage payroll and employee benefits for a staff of 26 Completed all projects on time, despite chronically chaotic environment Managed agency’s cash flow, involving funder reimbursements, in-kind donations, and fund-raising Processed all accounts payable and receivable, monthly, and quarterly statistical reports for local, state, and federal funding agencies. Oversaw petty cash Designed a flow sheet to track success of a $25,000 fund-raising project SpringPublicity coordinator, Renaissance Rainbow (performance arts troupe), 2003San Francisco, CA Scheduled all media interviews, supervised volunteers Coordinated publicity mailings for African-American Performance Arts Festival Improved Résumé: “After” Version

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide toTemp positions, Manpower Temporary Services, San Francisco, CA 2003 Developed customer service skills as telephone interviewer for Dohring Company Maintained files, routed incoming telephone calls, input employee progress journals, prepared interoffice memos, recorded accounts payable checks, keyboarded accounts payable correspondence, learned systems in various assignments EDUCATION B.A. in Broadcast Communication, San Francisco State University, 2004 GPA in major: 3.2 Dean’s list, 2 semesters 2001 toTemp positions, Manpower Temporary Services, San Francisco, CA 2003 Developed customer service skills as telephone interviewer for Dohring Company Maintained files, routed incoming telephone calls, input employee progress journals, prepared interoffice memos, recorded accounts payable checks, keyboarded accounts payable correspondence, learned systems in various assignments EDUCATION B.A. in Broadcast Communication, San Francisco State University, 2004 GPA in major: 3.2 Dean’s list, 2 semesters Improved Résumé: “After” Version

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 27 Preparing a Computer- Friendly Résumé Emphasize keywords. Include words (usually nouns) that specifically describe the position you want and the skills required. Avoid unusual typefaces, italics, and underlining. Applicant-tracking software has trouble reading anything fancy.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 28 Preparing a Computer- Friendly Résumé Use a familiar font and 10- to 14-point type. Software programs may misread uncommon type fonts or any letters that touch. Use smooth white paper, black ink, and quality printing. Be sure your name is alone on the first line on the page.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 29 Preparing a Computer- Friendly Résumé Provide plenty of white space. Avoid double columns. Don’t fold or staple your résumé. Use abbreviations carefully. Minimize unfamiliar abbreviations. Maximize well-known abbreviations in your field.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 30 Preparing an Inline Résumé An inline résumé is embedded within an message. Consider reformatting with 4-inch lines. Move all text to the left. (no centered lines, no tabs)

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 31 Preparing an Inline Résumé Consider using keyboard characters (such as === or ~~~) to separate topics. Save the file in plain text (.txt) or rich text format (.rtf). Send it to yourself to check its appearance.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 32 Writing a Persuasive Cover Letter

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 33 Opening Address the letter to an individual by name. For advertised jobs, name the source; include job title, date, and publication. If someone referred you, name that person. Tell how your qualifications fit the job specifications, show knowledge of the reader’s business, or describe how your special talents will be assets to the company. Writing a Persuasive Cover Letter

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 34 Body Demonstrate how your background and training fit the job requirements. Summarize your principal assets from education, experience, and special skills. Avoid repeating specific data from your résumé. Refer to your résumé. Writing a Persuasive Cover Letter

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 35 Closing Ask for an interview. Consider hooking the request to a statement reviewing your strongest points. Make it easy to respond. Tell when you can be reached (during office hours). Some recruiters prefer that you call them. Writing a Persuasive Cover Letter

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 36 Be sure to send a cover letter if you your resume. Move your return address from the top to just below your name. Include your address and phone numbers. Remove tabs, bullets, underlining, and italics. Sending Your Cover Letter by

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 37 Employment Interviewing

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 38 Before the Interview Investigate the organization. Learn about the position. Plan to sell yourself. Prepare answers to possible questions. Prepare success stories. Dress appropriately. Arrive early. Employment Interviewing

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 39 During the Interview Establish the relationship. Act confident but be natural. Don’t criticize. Stay focused on your strengths. Find out about the job early in the interview. Prepare for salary questions. Employment Interviewing

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 40 During the Interview * Use the STAR method to answer behavioral questions, such as, “Tell me about a time when you….” S – What was the situation? T – What was the task? A – What action was taken? R – What was the result? Employment Interviewing

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 41 During the Interview Be ready for inappropriate questions. Ask your own questions. Conclude positively. Employment Interviewing

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 42 After the interview Make notes on the interview. Write a thank-you letter. Employment Interviewing

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 16, Slide 43 End