TECHNIQUES OF PROFESSIONAL SPEAKING AND WRITING

UNIT 2: INTERVIEWS, BAD NEWS

By the end of this unit, you should be able to:

 Understand elements that dictate an interview

 Familiar with the primary processes involved in an interview
 Compose realistic documents involved in the process of recruiting

2.1 Breaking Bad News Empathy- putting one

self in another person’s
shoes – has become an
Breaking bad news to customers is not an easy task. However, occasionally, it's important/ valuable
a duty that many business people must carry out with empathy and communication strategy
in many publicity
professionalism and sensitivity (tactful/ diplomatic, to understand the feelings
campaigns
of the recipient of bad news

Examples of Bad News For journalist and

communication
 Retrenchment story – loss of job practitioners – Bad
news is good news
 Increase in prices – consumer goods, oil, food stuff Media spin
 Increase water price
 Stock prices fall
 Outbreak of diseases
PSA retrenchment news
 “Bad news letter” – rejecting a job offer / rejection letter article – using the
 Letter of rejection – depression phrase ‘let go’. This is
an example of
euphemism (using
gentle words)

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Strategies for Breaking Bad News

1. Tell the truth. – do not lie/ do not hide the truth Honesty is
 People tend to fear what they do not understand. Put the situation into the best
policy
perspective for your customer – empathy. Give as much information as you
can about the who, what, when, where and why.

2. Put yourself in the customer's shoes. – EMPATHY

 It's useless and naive to tell customers not to worry or expect “I know how
them not to get frustrated. They ARE worried, and maybe difficult it is
even angry at how the events will affect them (or their going for …”
companies) personally. Don't leave them guessing. Give
them all the facts

3. Acknowledge their feelings.

 Don't invalidate their feelings by suggesting the situation is not that bad." This is
also not a time for humor. Let them vent. Negative emotions must be dealt with
before they can be replaced with a positive plan of action.

What are the

4. Take charge. concrete
 Outline a specific plan of action that you and your company will steps one has
take. Assume ownership for the customer's situation. to take?

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5. Follow through.
 Make it your priority to track the progress on the customer's problem within your
company. Make frequent status reports to the customer until the situation is
resolved to his or her satisfaction.

Structure in Bad News

 Buffer – sorry/ apologies,

 Explanation and analysis of circumstances
 Decision implied or expressed with resale and /or helpful suggestions
 Friendly positive close / goodwill

Activity 2 (Movie Clipping - Kramer vs Kramer )

Watch the movie clippings and answer the following questions:

 What is the bad news about?

 What did the Boss do before he broke the bad news?
 Did show any empathy/ sensitivity? How? Pay attention to the way he conveyed the bad
news?
 Did he tell the truth? Did he try to flatter him?
 What good things he did in breaking the bad news?
 After breaking the ‘bad news’, how did the Boss try to make the situation seem better? Is
he right doing this?

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Activity

Below is an example of a bad news letter. Fill up the boxes with appropriate heading which
serves as a summary of each paragraph.

a) message
b) acknowledgment
c) goodwill
d) reason / purpose

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19 March 2010

Mr. John Desouza

Executive Director
CHILDREN OF THE WORLD LTD
Singapore 343830

Dear Mr. Desouza,

B – acknowledgment
Re : Manager, Education and Training

A - message
Many thanks for your kind offer of the above position with your company.

After careful consideration, I regret to inform you that I am not able to take up the offer. –

Based on the terms you proposed, it would not be feasible for me to fulfil my varied
family obligations.
D – reason
I take this opportunity to thank XYZ for considering me for the position. I wish the
company the very best in fulfilling its mission to the community in Singapore.

Yours sincerely,
C- goodwill
Mr. Keith Wijaya

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2.1 JOB INTERVIEWS

Whether or not an applicant gets the job is usually a direct result if the interview. Certainly,
the information in the application letter (cover letter) – LINKEDIN and resume are important,
but the person behind that information is the real focus. The personal circumstance of the job
interview allows the applicant to be more than written data. The impression that the applicant
makes is often the deciding factor in whether he/she gets the job.

Preparing for an Interview

Careful attention should be given to preparing for an interview. This involves acquaintance
with the job field, company analysis, job analysis, interviewer analysis, personal analysis, and
preparation of a resume.

Personal grooming
Shenton Way, Marina Financial Center
Tenacity / tenacious

Acquaintance with the Job Field

Part of preparing for a job interview involves learning as much as you can about the field in
which you seek a job. Become familiar with the possible career choices job opportunities,
advancement possibilities, salaries, and the like. An excellent way of learning about your
field is talking with persons who are currently employed in that field, especially in the kind of
job that interests you.

Company Analysis

Find out as much as you can about the company by which you are to be interviewed. Your
investigation may lead you to conclude that you really don’t want to work for that particular
company. More likely, however your investigation will provide you with information useful
for your letter of application, for the interview, and for later if you get the job.

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Your analysis of the company should take into account such items as the following:

 Background. How old is the company? Who established it? What are the main factors
or steps in its development? Small/ medium-sized company / corporations?
 Working in a relatively small company as opposed to working in a big, well-
established company.

 Organisation and management. Who are the chief executives? What are the main
divisions?

 Product (or service). What product does it manufacture or handle? What are its
manufacturing processes? What raw materials are used and where do they come
from? Who uses the product? Is there keen competition? How does the quality of the
product compare with that of other companies?

 Personnel. How many persons does the company employ? What is the rate of
turnover? What is the range of skills required for the total work force? What are
company policies concerning hiring, sick leave, vacation, overtime, retirement? What
kinds of in-service training are provided? What is the salary range? Are there
opportunities for advancement?

Obtaining answers to these and other pertinent questions may require consulting various
sources. Remember that the enterprising applicant who really wants the job will overcome
whatever difficulties or expend whatever energy is required to find needed information.

This information can be obtained from the Chamber of Commerce, trade and industrial
organizations, local newspapers, interviews with company personnel, inspection tours
through the company, company publications, and correspondence with the company.

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Job Analysis

Just as you analyse the various aspects of the company with which you will interview, you
also should analyse the particular job for which you will interview. That is, you should be a
knowledgeable as possible about such job factors as the following:

 Educational requirements
 Necessary skills
 Significance of experience
 On-the-job responsibilities
 Desirable personal qualities
 Promotion possibilities
 Salary range
 Special requirements

This analysis can help you to see yourself and your qualifications more objectively and
thereby contribute to self-confidence.

Sources of information concerning a particular job are likely to be the same as those for the
company analysis.

Interviewer Analysis

Learn something about the person who will interview you; it usually is well worth the effort.
Of course, the communication that gained you an interview provided some information about
the interviewer; but more information would relieve undue anxiety and help to smooth the
way and establish support.

Just as the salesperson analyses a prospective customer – his or her wants, needs, and
interests – before making a big sales effort, so you should analyse the person who will
interview you.

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Personal Analysis

In preparing for the job interview, analyse yourself. Think through your attitudes, your
qualifications, and your career goals. Be prepared to answer such questions as the following:

 Why did I apply for this job?

 Do I really want this job?
 Have I applied for jobs with other companies?
 Why should I be hired over someone else with similar qualifications?
 What do I consider my greatest accomplishment?
 Can I take criticism?
 (If you have held other positions) Why did I leave other jobs?
 Do I prefer to work with people or with objects?
 How do I spend my leisure time?
 What are my ambitions in life?
 What are my salary needs?

2.2 REHEARSING AN INTERVIEW

With the help of friends, practice an interview. Set up an office situation with desk and
chairs. Ask a friend to assume the role of the interviewer and to ask you questions about
yourself (see the questions listed in the section on Personal Analysis) and questions about the
information on your resume. Ask your friends to comment honestly on the rehearsal. Then
swap roles; you be the interviewer and a friend, the applicant. If possible, tape the interview
and play it back for critical analysis.

Another way to rehearse is by yourself, in front of a full-length mirror. Dress in the attire you
will wear for the interview. Study yourself impartially; go over aloud the points you plan to
discuss in the interview. Keep your gesture and facial expressions appropriate. Rehearsals
can help you gain self-confidence and organize your thoughts.

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2.3 IN AN INTERVIEW

Ordinarily, you cannot know exactly how an interview will be conducted. Thus, it is
impossible to be prepared for every situation that can arise. It is possible, however, to
become acquainted with the usual procedure so that you can more easily adapt to the
particular situation.

The usual procedure for an interview includes observance of business etiquette, establishing
the purpose of the interview, questions and answers, and closing the interview.

Observance of Business Etiquette

Dressing appropriately is extremely important. Good business manners, if not common

sense, demand that you arrive on time (15 minutes) , be pleasant and friendly but
businesslike, avoid annoying actions (such as chewing gum or tapping your feet), let the
interviewer take the lead and listen attentively.

Establishing the Purpose of the Interview

At the outset of the interview, establish why you are there. If you seek a specific position,
say so. If you seek a job within a general area of a company, let that be known. Be flexible
but give the interviewer a clear idea of your job preferences. Exuberance/ enthusiasm
can compensate for the
Questions and Answers lack of experience

During most of the interview, the interviewer will ask questions to which you respond. Your
responses should be frank. Brief, and to the point – yet complete.

Be honest in discussing your qualifications, neither exaggerating nor minimizing them. The
interview’s questions and comments can help you determine the type of employee sought;
then you can emphasize your suitable qualifications. For instance, if you apply for a business

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position and the interviewer mentions that the job requires some customer contact, present
your qualifications that show you have dealt with many people. That is, emphasize any work,
experience, of courses that pertain to direct contact work.

In the course of the interview, you will likely be asked if you have any questions. Don’t be
afraid to ask what you need to know concerning the company or the job and its duties (such
as employee insurance programs, vacation policy, overtime work, travel).

Closing the Interview

Watch the interviewer for clues that it is time to end the interview. Express appreciation for
the time and courtesies given you, say goodbye and leave. Lingering or prolonging the
interview usually is an annoyance to the interviewer.

At the close of the interview, you may be told whether or not you have the job, or the
interviewer may tell you that a decision will be made within a few days. If the interview does
not definitely offer you a job or indicate when you will be informed about the job, ask when
you may telephone to learn the decision.

Additional Pointers
Job interviews, for most of us, are intimidating no one enjoys being judged and possibly
rejected.
Trained recruiters generally structure the interview in three separate activities:

(1) Establishing a cordial relationship.

(2) Eliciting information about the candidate.

(3) Giving information about the job and company.

During the interview its participants have opposing goals.

The interviewer tries to uncover any negative information about the candidate. The candidate
of course, tries to minimize faults and emphasize strengths to avoid being eliminated.

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You can be a skilful player in the interview game if you know what to do before, during and
after the interview.

ANSWERING TEN FREQUENTLY ASKED INTERVIEW QUESTIONS

Interviewers want to learn about your job experiences and education so that they can evaluate
who you are and predict how you might perform on the job. Study each of the following
frequently asked questions and the strategies for answering them successfully.

 Why do you want to work for us? Questions like this illustrate the need for you to
research an organisation thoroughly before the interview. Do library research, ask friends,
and read the company’s advertisements and other printed materials to gather data.
Describe your desire to work for them not only from your perspective but also from their
point of view. What have you to offer them?

 Why should we hire you? Here is an opportunity for you to sell your strong points in
relation to this specific position. Describe your skills, academic preparation, and relevant
experience. If you have little experience don’t apologise-the interviewer has read your
resume. Emphasize strengths as demonstrated in your education, such as initiative and
persistence in completing assignments, ability to learn quickly, self-sufficiency, and
excellent attendance.

 What can you tell me about yourself? Use this chance to promote yourself. Stick to
professional or business-related strengths; avoid personal or humorous references. Be
ready with at least three success stories illustrating characteristics important to this job.
Demonstrate responsibility you have been given; describe how you have contributed as a
team player.

 What are your strongest (or weakest) personal qualities? Stress your strengths, such as “I
believe I am conscientious, reliable, tolerant, patient, and thorough.” Add examples that
illustrate these qualities: “My supervisor said that my research was exceptionally
thorough.” If pressed for a weakness, give strength disguised as a weakness: “Perhaps my

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greatest fault is being too painstaking with details.” Or, “I am impatient when tasks are
not completed on time.” Don’t admit weaknesses, not even to sound human. You’ll be
hired for your strengths, not your weaknesses.

 What do you expect to be doing ten years from now? Formulate a realistic plan with
respect to your present age and situation. The important thing is to be prepared for this
question.

 Do you prefer working with others or by yourself? This question can be tricky. Provide a
middle-of-the road answer that not only suggests your interpersonal qualities but also
reflects an ability to make independent decisions and work without supervision.

 Have you ever changed your major during education? Why? Another tricky question.
Don’t admit weaknesses or failures? In explaining changes, suggest career potential and
new aspirations awakened by your expanding education, experience or maturity.

 What have been your most rewarding or disappointing work (or school) experiences? If
possible, concentrate on positive experiences such as technical and interpersonal skills
you acquired. Avoid dwelling on negative or unhappy topics. Never criticize former
employers. If you worked for an ungrateful penny-pinching slave driver in a dead-end
position, say that you learned all you could from that job. Move the conversation to the
prospective position and what attracts you to it.

 Have you established any new goals lately? Watch out here. If you reveal new goals, you
may inadvertently admit deficiencies. Instead of “I’ve resolved to finally learn how to use
a computer,” try “Although I am familiar with basic computer applications, I’m now
reading and studying more about computer applications in....”.

 What are your long- and short- term goals? Suggest realistic goals that you have
consciously worked out before the interview. Know what you want to do with your
future. To admit to an interviewer that you are not sure what you want to do is a sign of
immaturity, weakness, and indecision.

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CONDUCTING AN INTERVIEW

Knowledgeable people usually are willing to share their knowledge, provided the time
required to do so seems worthwhile to them. Follow these steps to ensure that time is well
spent for both interviewee and interviewer:

 Ask for an interview. A frank, informal request usually is sufficient. Identify

yourself and explain briefly why the interview is important. State the kind of
information being sought.

 Set a convenient time and place for the interview. Accommodation of the person who
must grant the interview is especially important.

 Carefully plan the questions to be asked. Think through the reason for the interview
and the kind of information desired.

 The parties to the interview should be aware of each other’s knowledge and resources
so that a valuable exchange of information results.

After making the arrangements for the interview and planning specifically your contribution,
you are prepared for the interview itself.

2.4 PREPARATION OF A RESUME

When you see an advertisement in the newspaper or online employment websites that attracts
your attention, check carefully to note whether applications should be handwritten or typed or
via email. If this is not stated, you may type your letter. Keep your application letter short and
concise, with your main particulars listed in a resume. This avoids your letter becoming very
long and bogged down with unnecessary information.

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If your letter of application did not include a resume, or data sheet, prepare one to take with
you to the interview. This orderly listing of information about yourself will help you
organize your qualifications. Further, having the resume with you at the interview will help
you to present all significant information and will provide the interviewer, at a glance, with
an outline of pertinent information about your ability.

Make sure you organise all the information logically under headings and use columns where
appropriate. All your details can then be found at a glance.

Example:
Name
Academic Qualifications
Work Experiences
Skills Attributions
Referrals

Before a candidate is offered a job that company will usually take up references. It is a good
idea to take along to the interview copies of some testimonials which former employers have
written about you. However, companies may still prefer to call or write to referees asking for
comments on the character, personal qualities and work performance of the person they have
singled out to be offered the job. If you have not yet started work, you could give a referee
your teacher or someone who has known you for several years but not your relatives.

2.5 Tutorial Questions

1. As a potential interviewee how could one analyze the company in which

he/she is seeking employment. Assume the company is a local broadcasting
company.
2. Comment on the various aspects of JOB ANALYSIS in the context of an
interview.
3. Write brief notes on the importance of body language in a job interview.
4. Write your own Resume.

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