COMMUNICATION IN THE WORKPLACE

Tailoring Employment Documents for a Specific Audience

Employment documents include resumes, cover letters, and any business message that concerns
employment. Your message will be directed to your contact(s) in the organization and will vary
depending on what your intent is upon writing. Regardless of the type of message, it is very important
to make sure that you use a writing strategy that will effectively reach your reader.

It is important to tailor your employment documents for a specific audience in order to convey your
message clearly and convincingly. Considering your audience will help you to personalize the document
and make it relevant to the reader. If you write without a specific audience in mind, the document might
be far too general and vague, or it might include too much information. When you tailor a document to
a specific audience, the document will have better "unity of purpose and style," and it will make the
reader feel more involved.
There are two kinds of readers that an employment document should be tailored
for: Skimmers and Skeptics.

Skimmers are readers that are typically very busy. Pressed for time, they often skim employment
documents in a rather short period of time. Consequently, the documents you prepare for this particular
reader should:

• State the main point clearly and up front

• Place the most important information at the beginning or ending of paragraphs
• Highlight key dates or figures

Both of the following examples represent the same experiences. A skimmer would be able to
understand Example 2 much more quickly, though.

Example 1
Managed Php 1,000,000 in project accounts, compiled and published engineering reports as assistant to
Vice President, coordinated registrations, payments, and literature for software training seminars.

Example 2
• Managed Php 1,000,000 in project accounts.
• Compiled and published engineering reports as Assistant to Vice President
• Coordinated registrations, payments, and literature for software training seminars

The second type of reader is a Skeptic. A Skeptic is a reader who is cautious and doubtful. Skeptical
readers will tend to read a document carefully, questioning its validity. Ultimately, they will question the
writer's claims. In order to meet the needs of the Skeptic, it is necessary to support your statements with
sufficient details and evidence. Provide specific examples, numbers, dates, names, and percentages to
meet the needs of the skeptical reader.

For example:
NOT: I performed very well in my classes.
BUT: I was a College Scholar for three semesters and a University Scholar for five semesters during my
stay at the University. Moreover, I was a awarded as the Most Outstanding Student in 2019.

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Resumes and CVs: Tips and Terms

Resume
A resume is a personal summary of your professional history and qualifications. It includes information
about your career goals, education, work experience, activities, honors, and any special skills you might
have. A resume written for an entry-level position should not be over one page long.

Curriculum Vitae (CV, Vitae, or Vita)

Also known as a CV, Vitae, or Vita, in the United States a Curriculum Vitae is a detailed listing of your
educational achievements, publications, presentations, professional activities and honors. Usually the
vita does not include an objective statement, and formatting for the vitae varies by career. The
curriculum vitae is longer than the resume; it is generally two pages or more. They are most often
necessary only if you are seeking a faculty, research, clinical or scientific position.

Scannable Resume
A scannable resume is a resume that can be scanned into a database. More and more companies are
using this type of resume since it eliminates paperwork and cuts operating costs. The format of a
scannable resume is different from a traditional resume in order to insure proper scanning. The content,
however, is generally the same, although there is a greater focus on using nouns rather than verbs to
describe your accomplishments.

Cover Letter (Job Application Letter)

Also known as a Job Application Letter, a cover letter is a business letter written to a prospective
employer to express your interest in and qualifications for a position. It accompanies your resume and
serves as an introduction to your resume. The cover letter also allows you to expand on certain points
that could only be mentioned in the resume.

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Action Verbs in Workplace Communication

Action verbs (or concrete verbs) make sentences and statements more concise. Since concise
writing is easier for readers to understand, it is more reader-centered. Because reader-centered
writing is generally more persuasive, action verbs are more convincing than non-action verbs
(or abstract verbs).

The sentence below uses a non-action verb:

• Was the boss of a team of six service employees

The job description below uses an action verb:

• Supervised a team of six service employees

The job description using a non-action verb is less concise. It contains ten words, and it focuses
action on a form of the verb "to be" (was).

The job description using an action verb is more concise. It contains seven words, and it focuses
action on an action verb (supervised). Because concise writing is easier for readers to
understand, the job description using an action verb is more powerful and is more persuasive.

Use action verbs in resumes to describe all skills, jobs, or accomplishments. Using action verbs
will allow you to highlight the tasks you can do. Word choice is critical in order to describe what
you have done and to persuade potential employers to give you an interview.

In order to make a striking first impression, use action verbs as the first word of each bullet
point to emphasize job descriptions in your resume.

The following list is an example of action verbs in resume job descriptions:

• Accelerated introduction of a new technology, which increased productivity by 15%
• Organized consumer databases to efficiently track product orders
• Supervised a team of six service employees.

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Action Verbs in Workplace Communication

This categorized list contains only a few action verbs you can use to compose
concise, persuasive, reader-centered resumes, cover letters, or other types of workplace
documents. The examples are illustrations that overview the uses of action verbs in
professional writing.

Communication Skills
• Negotiated price reductions of up to 30% with key suppliers
• Interpreted financial information from the company's annual report
• Translated all relevant company information into three different languages
Other words: Advocated, Clarified, Corresponded, Encouraged, Interpreted, Negotiated,
Persuaded, Presented, Publicized, Solicited, Spoke, Translated

Creative Skills
• Created an interior design layout for a 500 square foot retail venue
• Introduced a new method of navigating through the A Software Program
• Presented a new research project to the managers at the location
Other words: Acted, Applied, Composed, Created, Established, Founded, Improvised,
Introduced, Navigated, Originated, Presented

Data / Financial Skills

• Computed and recorded inventory valuation on a monthly basis
• Documented inventory counts at the end of each working day
• Verified the amount owed to the creditor in the Accounts Payable account
Other words: Adjusted, Allocated, Budgeted, Compared, Computed, Counted, Documented,
Estimated, Forecasted, Inventoried, Invested, Predicted, Projected, Quantified, Recorded,
Retrieved, Verified

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Action Verbs in Workplace Communication

Helping Skills
• Assisted customers with choosing appropriate product
• Trained new employees in the plant through demonstration technique
• Volunteered in the nursing home every weekend to serve the community
Other words: Aided, Assisted, Built, Demonstrated, Facilitated, Familiarized, Helped,
Performed, Represented, Solved, Supported, Trained, Upheld, Volunteered, Worked

Management / Leadership Skills

• Administered a variety of surveys to collect data about the employees
• Implemented a safety communication program to promote safety awareness
• Recommended an alternative solution to one of the company's problems
Other words: Achieved, Administered, Assigned, Attained, Challenged, Coordinated, Decided,
Delegated, Established, Executed, Handled, Headed, Implemented, Incorporated, Intervened,
Launched, Led, Managed, Mediated, Motivated, Organized, Oversaw, Planned, Prioritized,
Recommended, Scheduled, Supervised, United

Efficiency Skills
• Eliminated unnecessary cost of each unit of production
• Maximized profits by 15% during the month of July
• Heightened the level of employee moral through program incentives
Other words: Accelerated, Allocated, Boosted, Centralized, Downsized, Edited, Eliminated,
Enhanced, Expanded, Expedited, Heightened, Lessened, Leveraged, Maximized, Merged,
Optimized, Outlined, Outsourced, Prevented, Prioritized, Reorganized, Reduced, Revised,
Simplified, Standardized, Stream-lined, Synthesized, Systematized, Upgraded

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Writing the Cover Letter

A cover letter introduces you and your resume to potential employers or organizations you seek
to join (non-profits, educational institutions, etc). It is the first document an employer sees, so it
is often the first impression you will make. Take advantage of this important first impression
and prepare the reader for your application, stating why you are writing, why you are a good
match for the job and the organization, and when you will contact him or her.

Cover letters do more than introduce your resume, though. A cover letter's importance also
includes its ability to:

• Explain your experiences in a story-like format that works with the information provided in
your resume
• Allow you to go in-depth about important experiences/skills and relate them to job
requirements
• Show the employer that you are individualizing (tailoring) this job application
• Provide a sample of your written communication skills

Heading
The heading provides your contact information, the date you are writing, and the address of
the company to which you are applying.
For your contact information, you will want to include the following:
• The address where you can be reached (if you live at college, will it be more accessible
to include the local address or your permanent address?)
• Phone number
• Fax number (if applicable)
• E-mail address

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Action Verbs in Workplace Communication

Research Skills
• Examined a new mechanism that may reduce sickness on the campus
• Identified a major defect in a microscopic organism last month
Surveyed a group of Purdue students with regard to Product A
Other words: Analyzed, Collected, Compared, Controlled, Detected, Diagnosed, Evaluated,
Examined, Gathered, Identified, Investigated, Located, Measured, Organized, Reported,
Replicated, Researched, Reviewed, Searched, Surveyed, Wrote

Teaching Skills
• Defined a new product strategy and discussed how it would be implemented
• Instructed Department B on how to reduce inventory and raise net sales
• Prepared a tutorial manual for an English class last semester
Other words: Aided, Advised, Clarified, Communicated, Defined, Developed, Encouraged,
Evaluated, Facilitated, Fostered, Guided, Helped, Incorporated, Informed, Initiated, Instructed,
Lectured, Prepared, Supported, Supervised, Stimulated, Taught

Technical Skills
• Assembled an entire computer programming simulation for my CPT course
• Designed a new form of Widget C for a manufacturing facility
Programmed three new computer programs tailored for a network system
Other words: Analyzed, Assembled, Built, Calculated, Computed, Conducted, Designed,
Devised, Engineered, Maintained, Operated, Programmed, Reengineered, Remodeled,
Transmitted

Sources/References:
Rosalie Maggio, How to Say It, Webster's Thesaurus.

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Writing the Cover Letter

Then, you will skip a line and write the full date (month, day, year). Follow this by skipping a
space and writing the contact information for the person to whom you are writing:
• Name of the specific person
• Title of that person (if available)
• Address of the company

Example

2987 Rizal Avenue Poblacion

Kabacan, Cotabato
09123456789
anakarenina@anywhere.com

February 29, 2020

Amy Kinamura, Human Resource Director

Western Electronics, Inc.
387 George Wood Lane
Baguio City

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Addressing your Cover Letter

Whenever possible, address your letter to a specific individual, usually the person in charge of
interviewing and hiring. Doing so will give you a greater chance of having your application
packet read and not filed away automatically.
Here are some ideas on how to get the name of a specific person:
• Look in the job ad for the contact person.
• Call the company for more information.
• Research the company's website for the person in charge of the department you are
applying to, or a person in Human Resources.
If you cannot find the name of that person, you may address your letter to a group. For
example:
Dear Hiring Professionals:
Dear Selection Committee:

The Introduction

The introduction of your cover letter should begin with a greeting to a specific person (Dear Ms.
Magbanua), followed by a statement of who you are and why you are writing (or why you are a
good candidate).

As the purpose of your introduction is to catch the reader’s attention and make you stand out,
you need to be as specific as possible. Here are some tips on how to start your introduction:

• State the college/university you graduated from, your course and major and what
position you are applying for (if you are a new graduate)

• Mention where you saw the job advertisement or where you heard the vacancy from

• Mention anyone who has a positive connection with the company (if there is any)

As a university junior in Civil Engineering at the University of Southern Mindanao, I

would like to fill the position of Engineering Internship advertised in your website.

I heard from Professor Gene Alcantara of an opening for Engineering Internship in

your company, and he encouraged me to apply.

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The Introduction

After gaining the initial attention of the reader, make a strong claim about your candidacy and
that you match the needs of the job and the company. Clearly state two or three qualifications
you have that match the company/position. These qualifications will then be the focus of your
body paragraphs and arguments.

Example:

I believe that my design skills, my enthusiasm for writing and my ability to get along
well with others make me a strong candidate for the Production/Design internship I am
applying for.

I agree that a team spirit and strong work ethic are vital for success, and I believe I can
bring this qualities to your company.

The Body/Argument
In the body of your cover letter (the argument), you should describe the most important
qualifications to show why you are a good match for the job and the company.
You should focus your cover letter's body around the two-three qualifications you mention in
the introduction. In each paragraph you can concentrate on one quality, seeking to answer the
following two questions:
1. How can I show I am qualified for this position and that I am a good match for the
organization?
2. What have I done that illustrates these qualifications?

While you need to mention the skills that you possess; you also have to show that you possess
them. When writing about your skills, you can think of it as telling a story. Describe the
experiences of how you improved your skills, mentioning specific places where you worked and

the positions you held.

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The Body/Argument
For example:

My communication skills in the workplace have grown because of my internships.

When I was an intern at Newberry & Jones, I wrote memos and letters to customers
and colleagues on a daily basis. This experience taught me to write professionally
and to-the-point.

Along with explaining your skills, you should describe how your experience with that skill is
unique. Many people may have communication skills, but have you won an award or
scholarship for technical writing? Be specific and match this information to your resume
Here are some ideas about what might set you apart:
Special projects
• Explain course work that gives you a type of professional experience.
Awards
• Show that others have recognized the high quality of your work.
• Include only those awards that relate to the position you desire.
Accomplishments
• Demonstrate how you improved efficiency/productivity at work or school.
• Include what you did at school that proves your skills.
• Explain how you set a goal and reached it.
For example:

While at the University, I participated in a collaborative web-consulting project for a

Technical Writing class. With my other groupmates, the three of us served as a web
consultant for a local business, The Hut Spot. In order to make feasible recommendations
for revisions, additions, and deletions to The Hut Spot’s website, we conducted interviews,
observed the workplace, and completed multiple web analyses. I believe these experiences
match the requirements you outline in the job description .

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The Closing

A closing sums up your qualifications and reveals what you plan to do after your readers have
receive your application packet (resume, cover letter, etc.)
Here are our recommended tips for closing your cover letter:
• Close with a strong reminder of why you are a good match for the job position and the
organization.
• Request an interview in some way.
• Provide contact information.
• Thank them!
• Sign your name and print it underneath.

For example:

Stating that you will contact the potential employer will cause them to read your application
materials with more interest. Therefore, you have a better chance that your materials will not
be filed away.

I am eager to speak with you and discuss my possible contribution to Country Press,
as I feel my experiences in communication and customer service will be an asset to
the company. I will be in touch with you within a week, and if you need to reach me,
you can call 423-512-1143, or email me at anyone@anywhere.com. Thank you for
your time and consideration.

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The Resume

What is a résumé?
A résumé is a brief document that summarizes your education, employment history, and
experiences that are relevant to your qualifications for a particular job for which you are
applying. The purpose of a résumé (along with your cover letter) is to get an interview.
Research has shown that it takes an average of ten (10) interviews to receive one (1) job offer,
so your résumé needs to be persuasive and perfect. Given this, your résumé must be user-
centered and persuasive.

What should it look like?

A general résumé should be a brief summary of your experience, so it should be as concise as
possible—no shorter than one full page and no more than three pages (some specific kinds of
résumés can be longer). Résumés differ from letters and papers, and they are written in a
concise style using bullet lists rather than long sentences and paragraphs. A résumé is designed
to be skimmed quickly. You should look at as many résumé examples as possible before writing
your own. You can check our samples to see several different formats.

Though you may maintain a general résumé, you should tailor your résumés to fit the needs
and expectations of each company and job position. To help tailor your résumé, collect as much
information as possible on the organization and its mission/goals. Then collect information on
the people who may read your résumé: human resources, decision makers, potential boss, etc.
Finally, collect information on the job position and its requirements. When you know about the
company, the audience, and the position, you can match your training and experience to their
needs and expectations. Please see the Audience Analysis page for details on collecting
information on readers.

What should it include?

There are several sections that almost every résumé must have, including objective, education,
work experience, and contact information.

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Objective
The objective should be short and concise, but it must also be user-centered. User-centered
objectives are tailored to the specific organization and position. User-centered objectives state
the organization's name and the specific position title, and they briefly outline how the
applicant will help the organization achieve its goals. An example:

Objective: Help Western Electronics achieve its mission of designing

tomorrow's technology today by joining the company’s Software
Development Team as a programmer.

Creating a user-centered objective is important because you don't want to sound like you're
using the organization selfishly to further your own career. An example:

Objective: Expand my skills in programming in the software

development field.

Notice how the second objective does not mention the specific organization or job, and it does
not discuss how the applicant plans to help the company.

Education
In the education section, state the highest degree you have earned and provide the following
details.

• Institution where the degree was granted

• Date of graduation
• Level of degree (B.A., M.A., etc.) and field (Electrical Engineering), any minors
(English), and your GPA. You are not required to state your GPA, but potential
employers may assume you left it off because it was low.

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Work Experience
The section on work experience is usually broken down by company or position. For each,
provide the following.
• Name and address of the organization
• Dates of employment
• Position title
• Responsibilities
You may also want to include skills learned if the job has little or nothing to do with the position
for which you are applying. Try to connect your experience with your current job interest.

Contact Information
The contact information section is where you detail how potential employers can get in touch
with you. Make sure all information is accurate and current. You should, at minimum, include
your name, address, and phone number. Many people also include cell phone numbers, email
addresses, and for experienced professionals, personal websites. It is in your best interest to
make sure your potential employers can contact you.

Optional Sections
In addition to the basic sections, you may also want to include other optional sections to
provide a more accurate idea of your skills, achievements, education, etc. These can include the
following:
• Computer skills
• Honors and awards
• Languages
• Certifications
• Volunteer experience
• Hobbies and interests
• Foreign travel
• Professional memberships
• Community service, etc.

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Optional Sections

If you believe there is information about you an employer needs to make an informed decision
(and you cannot include it in a cover letter), you may create a section on your résumé to
showcase that information. Although the résumé is a highly formatted document, it should
reflect what you think will convince your potential employer to grant you an interview.

Readers have expectations about how a résumé should look. For instance, your name typically
appears at the top of the résumé and is usually the largest item. In addition, headers usually
categorize the various sections of the text. Also, readers expect the information in your résumé
to be accurate and correct. Finally, your résumé should be free of grammatical and spelling
errors. Know that your résumé should be easy to read quickly and contain all necessary and
pertinent information. The persuasive quality of your résumé depends on its usability.

Deciding resume length

New college graduates and other entry-level job seekers tend to need a one-page résumé for
the following reasons.
• The applicant does not have enough relevant experience to fill more than one page
• The situation requires the résumé to focus on coursework and/or other leadership
activities that connect you to the job you are seeking
• The résumé must meet a job fairs' expectations
• The résumé must meet a potential employer's expectations.
If you have less than ten years of experience, you may need to focus on one/two jobs, which
may shorten your résumé to one page.
• Focus on skills you have obtained
• Do not record every single action of that job to take up space; emphasize the relevant
duties

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Deciding resume length

However, some new college graduates and other entry-level job seekers do have the
experience to qualify for a two-page resume.
• Some employers require a second, separate page for references
• The length of the document depends on relevant jobs, internships, extracurricular
involvement, and leadership
• Do not make your font smaller than 10 or your margins less than 1 inch. If you must do
this to fit a one-page resume consider the two-page format
• Remember that some recruiters at job fairs will accept a two-page résumé, but you
should bring a one-page version to be safe
Also, if you are seeking a job that requires technical/engineering/scientific skills, you may need
a second page. You should list/prove your technical/scientific knowledge and/or experience

When you include extra pages, you must consider the effect a longer resume will have on your
reader. For instance, you will always need to have the attention-getting information on the first
page. Some employers may skip over other pages.
Coherence is also important for someone to understand your skills. In this regard, avoid
splitting the details of a specific job onto another page. However, you could have one job
detailed at the bottom of page one, and another at the top of page two. Another way to
increase coherency is to number the resume pages. In addition, consider adding a summary of
your skills/high points to the beginning of the resume. Such a summary would allow readers to
see your main qualifications at a glance…and then read the rest of your resume to find specific
details.
Check out sample resumes in Appendix A.

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