CH 12 Student - S

Chapter 12
Employment Communication
Copyright © 2015 Cengage Learning
Résumé Cover Letter Interview
Follow-Up Etiquette
2
Follow-Up Etiquette
3
Formatting Your Résumé
Simple fonts
Lots of white and design
space features
Clear dates in
reverse
Easy-to-scan chronological
headings and order
bullets
Résumé | Cover Letter | Interview | Follow-Up | Etiquette

4
Formatting Your Résumé (cont’d)
Clear
descriptions
with action
verbs
100% accurate

5
Selecting Résumé Content
Contact
Information Name, Address, Email Address,
Phone Number
Education College Name, Major, Degree,

Date of Graduation
Companies, Job Titles,
Work Experience Responsibilities/Achievements,
Dates of Employment
Other Skills and

Experience Extracurricular Activities, Language, Computer
Skills, Special Skills

6
Tips for Including Work Experience
Prefer the chronological résumé style
Provide complete information about your work history
Show how your work experience qualifies you for the specific job
Use concrete, achievement-oriented words to describe your experience
Stress specific accomplishments directly related to the job

Include relevant unpaid positions

7
Edit for More Concise Bullets
Before After
• Was responsible for

creating, designing,
and developing a
new web page
about sustainability
efforts at the
company, Coca-
Cola

Résumé Supplements
What are the advantages of these supplements

to the traditional résumé?
Online Résumé Video Résumé

Follow-Up Etiquette
10
The Purpose of a Cover Letter or Email
Highlight how your

Express interest in the
background specifically
company and position
matches job qualifications
Reveal a bit about your Demonstrate your business

personality writing skills
Provide the employer with

logistical information

11
What to Include in a Cover Letter or Email
Use the
standard
letter
format
Keep the
opening
short
Explain
your interest
in the job

What to Include in a Cover Letter or Email (cont’d)
Expand on
relevant
experience
Politely ask
for an
interview
Use a
standard
closing

How to Find Networking Contacts
Expand your job search by meeting with people
Your school’s alumni database
Friends and family
The company’s website

Articles about the company

CHRIS RYAN/JUPITER IMAGES

14
Follow-Up Etiquette
15
Types of Interview Questions
Standard Behavioral Case Stress

• Includes general • Asks specific • Requires you to • Simulates
questions questions about analyze and stressful
your past solve a problem environments
behavior to
predict future
performance

16
Behavioral Interview Questions
Competency = Relationship Building
• 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 = Problem Solving/Decision Making
• 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.

17
“STAR” Behavioral Interview Response
Situation or Task: What brief context is important for

the interviewer to understand?
Action: How did you handle the situation? What did

you do?
Result: How did the situation turn out? How can you
prove that your action was appropriate in the situation?

18
Video and Phone Interviews
Eliminate noise and distractions
Prepare a neat, professional-looking workspace
Dress as you would for an in-person interview
Practice with a friend to check lighting, sound...

Consider shorter responses to make it easier for the

interviewer to jump in (for phone interviews) © BERNHARD LANGCUTURA/CORBISRF

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?

Dress for Success
Choose a well-tailored, clean, conservative outfit

for the interview
YURI ARCURS/SHUTTERSTOCK.COM
Business Attire
21
Follow-Up Etiquette
22
Possible Communication Breakdowns
Has this happened to you?

What can you do about it?
Received just a Received no Received no

form letter after response after a response after a
the initial screening or first second (or a
application interview third!) interview

23
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?

Following Up After an Interview
Immediately following
the interview, critique
Send a thank-you email
your performance, your
to the interviewer.
résumé, and your cover
letter.

Follow-Up Etiquette
26
Dining Etiquette
Before the Meal

Confirm dietary Go light on the Wait for the host to
Make reservations Order last
restrictions liquor start eating
During the Meal

Stay engaged in Use outer Keep elbows off the Leave napkin on
Take small bites
conversation silverware first table the chair
After the Meal

Don’t take leftovers Send a thank-you

Offer to pay Thank the payer Tip 15-20%
home note

Managing Your Online Reputation
Google yourself Manage your privacy settings
© PETER SCHOLEY/ALAMY
Avoid posting Post positive content that shows

questionable content your strengths

28
Working in an Office
Always knock on you coworker’s cubicle
Never shout a comment to the next cubicle
Do not leave valuables unattended
Avoid talking on the phone too loudly
Avoid eavesdropping on conversations


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Chapter 12

Résumé Cover Letter Interview

Résumé Cover Letter Interview

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Education College Name, Major, Degree,

Other Skills and

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Prefer the chronological résumé style

Provide complete information about your work history

Use concrete, achievement-oriented words to describe your experience

Stress specific accomplishments directly related to the job

Include relevant unpaid positions

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

• Was responsible for

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

What are the advantages of these supplements

Online Résumé Video Résumé

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Résumé Cover Letter Interview

Highlight how your

Reveal a bit about your Demonstrate your business

Provide the employer with

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Expand your job search by meeting with people

Your school’s alumni database

Friends and family

The company’s website

Articles about the company

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Résumé Cover Letter Interview

Standard Behavioral Case Stress

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Competency = Relationship Building

Competency = Problem Solving/Decision Making

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Situation or Task: What brief context is important for

Action: How did you handle the situation? What did

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Eliminate noise and distractions

Prepare a neat, professional-looking workspace

Dress as you would for an in-person interview

Practice with a friend to check lighting, sound...

Consider shorter responses to make it easier for the

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

● How would you describe a typical day on the job?

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Choose a well-tailored, clean, conservative outfit

Résumé Cover Letter Interview

Has this happened to you?

Received just a Received no Received no

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Consider calling a week or so after

Respond to a request for

How would you respond?

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Résumé | Cover Letter | Interview | Follow-Up | Etiquette

Résumé Cover Letter Interview

Before the Meal

During the Meal