1. Copyright © 2012 Cengage Learning 8e BUSINESS COMMUNICATION 8e BUSINESS COMMUNICATION In Person, In Print, Online Chapter 12 Employment Communication

2. Copyright © 2012 Cengage Learning Employment Communication Résumé Cover Letter Interview Follow-Up Etiquette

3. Video Example Copyright © 2012 Cengage Learning Lessons in Job Hunting What will differentiate you during the job search process? Click image to play the video

4. [Click to edit Master title style] Copyright © 2012 Cengage Learning Lessons in Job Hunting

5. Copyright © 2012 Cengage Learning Résumé Cover Letter Interview Follow-Up Etiquette Employment Communication

6. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Formatting Your Résumé Simple fonts and design features Clear dates in reverse chronological order Easy-to-scan headings and bullets Lots of white space

7. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Formatting Your Résumé (cont’d) 100% accurate Clear descriptions with action verbs

8. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Selecting Résumé Content Name, Address, Email Address, Phone Number Contact Information College Name, Major, Degree, Date of Graduation Education Companies, Job Titles, Responsibilities/Achievements, Dates of Employment Work Experience Extracurricular Activities, Language, Computer Skills, Special Skills Other Skills and Experience

9. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Tips for Including Work Experience Prefer the chronological résumé styleProvide complete information about your work historyShow how your work experience qualifies you for the specific jobUse concrete, achievement-oriented words to describe your experienceStress specific accomplishments directly related to the desired jobInclude relevant unpaid positions

10. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Edit for More Concise Bullets Before Was responsible for creating, designing, and developing a new web page about sustainability efforts at the company, Coca-Cola After

11. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Résumé Supplements Online RésuméVideo Résumé What are the advantages of these supplements to the traditional résumé?

12. Copyright © 2012 Cengage Learning Résumé Cover Letter Interview Follow-Up Etiquette Employment Communication

13. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette The Purpose of a Cover Letter or Email Express interest in the company and position Highlight how your background specifically matches job qualifications Reveal a bit about your personality Demonstrate your business writing skills Provide the employer with logistical information

14. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette What to Include in a Cover Letter or Email Use the standard letter format Keep the opening short Use the direct organiza- tional plan Explain your interest in the job

15. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette What to Include in a Cover Letter or Email (cont’d) Politely ask for an interview Use a standard closing Expand on relevant experience

16. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette How to Find Networking Contacts Your school’s alumni database Friends and family The company’s website Articles about the company Expand your job search by meeting with people

17. Video Example Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Former Goldman Sachs Employee and Entrepreneur Gives Networking Advice What benefits have you received from networking with peers? How can you extend your peer network? Click image to play the video

18. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Former Goldman Sachs Employee and Entrepreneur Gives Networking Advice

19. Copyright © 2012 Cengage Learning Résumé Cover Letter Interview Follow-Up Etiquette Employment Communication

20. Video Example Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Advice from a Citigroup VP: Interviewing Tips How can you research a company before you go to the interview? What weaknesses will you discuss during an interview, and how can you explain them? Click image to play the video

21. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Advice from a Citigroup VP: Interviewing Tips

22. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Types of Interview Questions

23. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Behavioral Interview Questions Please tell me about the best working relationship you ever had. Please describe a time when you had to work with someone you didn’t like. Describe a time when it was particularly difficult for you to gain credibility with someone. What did you do? Competency = Relationship Building Describe a problem you’ve had on the job and how you went about solving it. Give me an example of an assignment you had—either in school or at work— that you found particularly challenging. How did you go about handling it? Please tell me about a difficult decision you’ve made in the last year. Competency = Problem Solving/Decision Making

24. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette “STAR” Behavioral Interview Response S ituation or T ask: What brief context is important for the interviewer to understand? A ction: How did you handle the situation? What did you do? R esult: How did the situation turn out? How can you prove that your action was appropriate in the situation?

25. Video Example Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Behavioral Interview Responses What is the situation/task, action, and result in each example? What did Crystal do well in responding to each interview question? What could she have improved? Click here for her response to question #1. Click here for her response to question #2.

26. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Behavioral Interview Responses Question 1

27. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Question 2 Behavioral Interview Responses

28. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Video and Phone Interviews Eliminate noise and distractionsPrepare a neat, professional-looking workspaceDress as you would for an in-person interviewPractice with a friend to check lighting, sound, etc. Consider shorter responses to make it easier for the interviewer to jump in (for phone interviews)

29. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Prepare Your Own Questions How would you describe a typical day on the job? What opportunities exist for ongoing training and development? Why did you choose to work here, and what keeps you here? What is the first problem the person you hire must attend to? What makes someone successful in this position? What are the organization’s plans for the future? What do you see as the biggest opportunities and challenges for this division/company?

30. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Dress for Success Choose a well-tailored, clean, conservative outfit for the interview Business Attire Business Casual Attire

31. Copyright © 2012 Cengage Learning Résumé Cover Letter Interview Follow-Up Etiquette Employment Communication

32. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Possible Communication Breakdowns Has this happened to you? What can you do about it? Received no response after a second (or a third!) interview Received no response after a screening or first interview Received just a form letter after the initial application

33. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Voice Mail Messages During the Selection Process Consider calling a week or so after you send your résumé Listen to example Respond to a request for an interview Listen to example How would you respond?

34. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Following Up After an Interview Immediately following the interview, critique your performance, your résumé, and your cover letter. Send a thank-you email to the interviewer.

35. Copyright © 2012 Cengage Learning Résumé Cover Letter Interview Follow-Up Etiquette Employment Communication

36. Video Example Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Lessons in Small Talk and Working a Room What tips do you find useful from the video? What are good small-talk starters at a career fair? What is a “tag line” that you can use to encourage someone to ask you a question? Click image to play the video

37. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Lessons in Small Talk and Working a Room

38. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Dining Etiquette After the Meal Don’t take leftovers home Offer to payThank the payerTip 15-20% Send a thank- you note During the Meal Stay engaged in conversation Take small bites Use outer silverware first Keep elbows off the table Leave napkin on the chair Before the Meal Confirm dietary restrictions Make reservations Order last Go light on the liquor Wait for the host to start eating

39. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Managing Your Online Reputation Google yourself Avoid posting questionable content Manage your privacy settings Post positive content that shows your strengths

40. Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Working in an Office Always knock on you coworker’s cubicleNever shout a comment to the next cubicleDo not leave valuables unattendedAvoid talking on the phone too loudlyAvoid eavesdropping on conversations

41. Video Example Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Advice for New Hires from an Ernst & Young Executive As you watch the video, take notes on Angela Sorrell’s advice. Which mistakes have you made or have you seen other interns make at work? Click image to play the video

42. [Click to edit Master title style] Copyright © 2012 Cengage Learning Résumé | Cover Letter | Interview | Follow-Up | Etiquette Advice for New Hires from an Ernst & Young Executive