Professional Communication for Success

1. Professional Communication for Success By: Abbie Frase, Human Resources Training Officer

2. Effective Communication Strategies • Smile • Make eye contact • Use attentive body language • Be aware of gestures • Focus on the other person • Look bright and alert

3. Elements of Speaking: • Body language – eye contact, posture, gestures, expressions • Speech - content, voice quality, clarity, structure • Manner – directness, sincerity, energy, sensitivity, rapport focus

4. The Resume:Avoid the First Person Pronoun • Instead of this: • I demonstrated professionalism, tact, and diplomacy while I worked with our customers in high-pressure situations. • Write this: • Demonstrated professionalism, tact and diplomacy while working with customers in high-pressure situations.

5. Keep Your Sentences Short and Don’t Worry About Fragments Instead of this: • Spent three years working on major accounts, as both a lead generator and a closer, demonstrating proven skill in organizing and managing a territory with efficiency as well as in developing customer databases. Write this: • Spent three years working on major accounts. Generated leads and closed sales. Demonstrated proven skill in organizing and managing a territory and in developing customer databases.

6. Use Plain English Bulky Phrase • Effected the solution of • Engaged in the operation of • Offered assistance in the facilitation of Better Phrase • Solved • Operated • Helped facilitate

7. Use Bullet Statements when Appropriate Examples of nonparallel statements: • Reconcile all statements for cardholders • Purchases are approved • Have experience in performing training of tellers Examples of parallel statements: • Reconcile statements • Approve purchases for Marketing Department • Train tellers

8. ProfessionalContact Information Professional Email Address: • PF.Chang@emaildomain.com • Sally.Henson@emailserver.com

9. Keywords in Key Places • Take keywords from the job description and insert the in your resume objective or goal section • Research the prospective employer’s mission statement and history • Have several versions of your resume, each emphasizing a different set of qualifications

10. Career Summary • Should be a descriptive selling point comprised of your past accomplishments that emphasizes your future value to the potential employer. • List key achievement, skills, and experience relevant to the job you’re applying for.

11. The Interview: Prepare Yourself • Do a “practice interview” • Research the company, position and duties • Choose appropriate attire • Know the location of the interview • Know the names of the interviewers • Take a your resume, portfolio and pen. • Analyze your skills. Know your resume • Anticipate Questions

12. The Interview Itself • Begins as soon as someone from the company can see you – this may be the parking lot • Greet the interviewer by his/her last name • Shake hands firmly, make eye contact • Be prepared for the first big question • Use information on the company or position and duties into your answers • Be specific, concrete and detailed in your answers

13. Body Language • Sit comfortably with both feet on the floor • Don’t fidget, keep hands out of your pockets • Avoid defensive barriers – folded arms or crossed legs • Maintain natural eye contact • Minimize hand gestures • Try to be natural!

14. Be Prepared to Ask the Interviewer Questions • “Describe a typical day for someone in this position.” • “What are the necessary characteristics for an employee to have to be successful?” • “What do you enjoy most about working here?” • “What are the most challenging parts of this job?” • “Are there any shortcomings in my interview that I could address now?”

15. Disclosing Your Disability • When you are unable to perform an essential function of the job without a Reasonable Accommodation • If there is something in your work history that is only explained by your disability • When the disability is obvious to the employer and causes reasonable concern about your ability to perform on the job

16. The Telephone Interview • Be Prepared! Practice Interviewing – use a recording devise to see how you sound. • Keep your resume in clear view • Ensure you have no distractions • Check your cell phone service, use a landline if possible

17. The Telephone Interview (cont.) • Don’t smoke, eat or chew gum during the interview • Smile! It will project a positive image and change the tone of your voice • Speak slowly and enunciate clearly • Remember to say “thank you” • Follow up with a written thank you note

18. Skills Employers looking for: • Communication Skills • Team Building Abilities • Leadership Skills • Creativity • Problem Solving/Decision Making • Organizational and Planning Skills • Current Technical Abilities