Business

Communication
PCP 4
Chapter 11, 12, 13, 14 and 15
 Learning Objective
Discuss the effective use of email and
instant messaging in business
communication.

2
 Benefits of Email
• Facilitates fast, convenient
flow of information among
users at various locations
and time zones

• Increases efficiency

• Reduces cost and paper

waste
3
 Guidelines for Preparing
Email Messages
• Use standard headings
• Provide a useful subject line
• Limit the message to single topic directed
toward receiver
• Organize based on reader reaction
• Use jargon, technical words, and shortened
terms selectively
• Use graphic highlighting for better readability

4
Elements of an Effective Subject Line

• Helps reader sort through a

crowded mailbox
• Specifically describes content of
message but does not give away
bad news
• Will be meaningful in the future
• Is followed with a restatement of
the subject in the message

5
Netiquette Fundamentals
• Check email promptly
• Do not contribute to email overload
• Use email for appropriate messages
– Send short, direct messages
– Do not send messages when you are
angry
• Beware of email viruses and hoaxes
• Develop email organizational habits
• Do not send derogatory messages on
official email ID
6
 Instant Messaging
(“interactive email” or “chat”)
Advantages Disadvantages
• Real-time, simple, • Security and virus
communication between prone
groups of people
• Computer access
• Instantaneous exchange of required
graphics and files
• Potential nonwork use
• Cost effective medium for on the job
internal and external • Danger of false
communication identity and
• Informal medium with more eavesdropping
attention on the message
than on grammar/spelling

7
 Email and the Law
• Assume responsibility for commitments made
via email as printouts serve as verification
• Abide by copyright laws (use of graphics,
message forwarding . . .)
• Be familiar with laws that affect technology:
— Electronic Communications Privacy Act —
allows companies to monitor email
usage for legitimate business
purposes

© 2009 Cengage Learning. All rights reserved. 8

 E-vidence Mail:
Avoid the Legal Dangers

• Don’t write loose, rude, or

informal messages
• Avoid casually deleting messages
• Identify and organize relevant
messages for easy retrieval

© 2009 Cengage Learning. All rights reserved. 9

 Writing for the Web

• Be brief and keep it simple

• Consider appropriate jargon
• Use eye-catching headlines
• Break longer documents into small
chunks
• Use attention-getting devices judiciously
• Avoid placing critical information in
graphic form only

10
 Blogs for Business
• Are dynamic, with rapidly changing
content
• Can be searchable for useful archives
• Most are publicly available
• Need current information for specific
target audience

11
 Learning Objective 4
Discuss the effective use of voice and
wireless technologies in business
communication.

12
Leaving Voice Mail Messages
• Speak slowly and clearly
• Repeat your name and phone
number at the beginning and end of
message
• Spell your name if needed
• Leave a detailed message, making
your purpose clear
• Keep your message brief,
60 seconds or less
• Ensure clear reception

13
 Cell Phone Communication
• Observe wireless free quiet zones
• Respect others in crowded places by
using conversational tone and message
discretion
• Place safety above phone
usage while driving
• Choose a secure
communication channel
for sending confidential
or sensitive information

14
To Recap: Appropriate Use of
Technology
• What is the purpose of
the message?
– Is the message straightforward and
informative?
– Is a permanent record needed?
• Is the information personal or
confidential?
• Would an electronic message
sacrifice positive human
relations?

15
 Learning Objective 1
Prepare for employment by considering
relevant information about yourself as it
relates to job requirements.

16
 Process of Applying for a Job
Step 1 Step 2 Step 3 Step 4 Step 5
Conduct Identify job Prepare targeted Consider
Interview
research; listing using résumé and supplementing with
analyze self, traditional and application the résumé : companies
career, and job electronic sources message in Portfolio (print/
required formats electronic) or
video recording

Résumé Presentation and Delivery Options

Print (Designed) Electronic Postings
Scannable
• Mailing to company accompanied by • Email to network contacts,
application letter Print résumé formatted
for computer scanning career and corporate sites, and
• Mailed follow up to electronic career service centers
submission • Online form
• Electronic portfolio at personal
website
• Beamer to PDA or cell phone

17
Assess Your Marketability
The job search begins with research…
• Gather relevant information for
decision-making.
• Prepare a company/job profile.
• Identify unique selling points and
specific support.

18
 Learning Objective 2
Identify career opportunities using
traditional and electronic methods.

19
 Sources for Identifying Career
Opportunities
Traditional Sources Electronic Sources
• Printed sources
• Career guidance
• Networking
information
• Career service center • Job listings
• Employers offices • Company web
• Employment agencies pages
• Professional • Résumé posting
organizations services

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Using Electronic Sources
• Use career sites to learn about
_______
phases of job search
• Use corporate sites to learn
company
about the ________
• Find out what ____________
specific skillsa
company is seeking
• Network ____________
electronically with
potential employers

21
 Researching a Company
and a Position
Company Info Position Info

• Name, status in • Job title

industry, latest stock • Specific skills and
quotes qualifications
• Recent news or desired
developments • Probable salary
range
• Scope and corporate
• Career path
officers
2
• Products and services
© 2009 Cengage Learning. All rights reserved. 22
 Learning Objective 3
Plan a résumé that reflects your
qualifications and communicates your
value to potential employers.

23
Standard Résumé Parts
Identification
Career Objective

Career Summary

Qualifications

Personal Information

References
24
 Types of Résumés
Chronological Résumés: traditional
organizational format for résumés
Functional Résumés: points of primary
interest to employers – transferable
skills – appear in major headings
Chrono-functional Résumés: combines
features of chronological and
functional résumés

25
© 2009 Cengage Learning. All rights reserved. 26
27
 Chrono-Functional Resume
• Uses this visible location to
advertise availability of online
portfolio where applicant has
posted digital evidence of his
skills.
• Summarizes key qualifications
related to job requirements listed
in job posting.
• Includes “Education” and
“Experience,” traditional headings
in chronological résumé, but
positions “Experience” first as
key qualifier.
• Addresses requirements stated in
job posting that support Marc’s
ability to contribute to potential
employer. Adding “concurrent
with education” emphasizes
initiative and discipline required
to finance education and maintain
academic honors.
• Major: MANAGEMENT with a concentration in human resources.
Includes honors under
“Education” because they are
highly relevant to job objective
and were achieved as part of
education. Divides section into
short chunks that emphasize key
points and increase readability.
Marc R. Pollard
P. O. Box 739
Wilmington, DE 19735-7189
302 555-8312
mpollard@aol.com u http://www.mpollard.com
CAREER OBJECTIVE: Human resources director of a small progressive firm.
PROFILE
Award-winning business graduate with more than ten years’ supervisory experience.
Superior interpersonal skills, strong organizer with excellent planning and technical
skills; proficiency in Microsoft Word and Access, Windows operating system, and
web browsers. Fluent in Spanish.
Online portfolio available for viewing at http://www.mpollard.com.
EXPERIENCE
Assistant manager, Freemont Inn, Smyrna, May 1994–July 2004.
– Managed 6 to 10 desk clerks and bellhops during an eight-hour shift.
– Recognized as Employee of the Month four times.
Director, Fretz College, August 2004 to present (concurrent with education).
– Supervised 72 upper-class male residents and enforced college regulations.
– Prepared work schedules and handled payroll for 5 resident assistants and
13 desk assistants.
EDUCATION
Bachelor of Science, Fretz College, Wilmington, Delaware. To be Conferred May 1,
2007.
Related courses: International Management, International Communication, Spanish
(three semesters), and technology courses.
GPA: Major: 3.4; overall 3.5 (based on 4.0 scale).
Honors: Phi Kappa Phi (top 10% of junior/senior class). Society of Human Resources
Management (SHRM) National Championship HR team, 1st place winner, 2007.
Continued…
28
 Learning Objective 4
Prepare an organized, persuasive
résumé that is adapted for print,
scanning, and electronic postings.

29
 Preparing a Print Resume
• Appealing format that highlights key
qualifications and distinguishes resume
from other resumes
• Format information for quick, easy reading
• Create an appealing output to produce top
professional quality
• Consider adding a statement of your
creativity and originality

30
Preparing a Scannable Résumé
• Use popular, nondecorative
typefaces
• Use 10- to 14-point font
• Do not include italics, underlining,
open bullets, or graphic lines/boxes
• Print on one side of white, standard
size paper
• Do not fold or staple

31
Making a Résumé Search Friendly

• Place name as first item on every page

• Add powerful keywords in separate
section
- Capitalize first letter of each
keyword
- Begin with most important,
work in reverse
- Use only 80 keywords
• Support keywords in résumé
body 32
Types of Electronic Submissions
Most
common E-mail résumé to job bank
method or networking contact

Beaming a quick résumé version

to a PDA or digital phone

Complete online or download form from job

bank, corporate website or career services
center to be returned by email, fax, or mail
Electronic portfolio on your
own personal home page
 Learning Objective 5
Utilize employment tools other
than the résumé that can enhance
employability.

34
 Supplementing a Resume
Some possible items for your portfolio:
• sample speeches with digitized audio or video
clips of the delivery.
• performance appraisals and awards.
• certificates of completion and attendance records.
• reports, proposals, or written documents from
classes.
• brochures or programs describing workshops
attended.
• commendation messages, records, or surveys
showing client or customer satisfaction with
service.
35
 A Professional Portfolio
• Illustrates past activities, projects, and
accomplishments
• Can be easier to organize and
transport if presented digitally
• Must show clear understanding of
audience’s needs and your
qualifications

36
 Learning Objective 6
Write an application message that
effectively introduces an
accompanying print (designed) or
electronic résumé.

37
General Writing Guidelines
1. Use fresh, original language.
2. Avoid “I” and writer-focused
statements.
3. Don’t generalize.
4. Taylor message to employer needs.
5. Provide requested information.
6. Communicate knowledge of company,
requirements, and language in field.
7. Focus on strengths and positivity.

38
Watch Out! Potential Areas for
Employment Discrimination
• Name: may give rise to race,
ethnicity, or gender discrimination
• Marital status: may be
considered differently for male
and female candidates
• Physical appearance: may
be viewed negatively for female
candidates

39
Interviewing for a Job and
Preparing Employment
Messages

40
Types of Employment Interviews
Structured Unstructured
interviews interviews

Computer-
One-on-one assisted
interview interview
Stress
interview

Group Virtual
interview interview

41
 Interview Process
• Structured interview: screening process that follows a
predetermined agenda; designed to elicit necessary information
or interviewee reaction
• Unstructured interview: freewheeling exchange; determines
applicant’s ability to speak comfortably about a wide range of
topics
• Stress interview: anxiety-producing; evaluates interviewee’s
performance under stress

• Group interviews: team process; key people

in the organization interview candidates
• Virtual interview: conducted via
videoconferencing technology; more
productive use of a recruiter’s valuable time

42
In which kind of interview have you
participated?

1. One-on-one interview
2. Group interview
3. Virtual interview
4. Stress interview

43
 Learning Objective 2
Explain the steps in the interview
process.

44
 Plan Your Time and Materials
Plan your time
• Arrive early, relax and unwind
• Review mentally
Bring a professional portfolio
• Copies of your résumé
• List of references and/or recommendations
• A professional-looking pen and paper for notes
• Highlights of what you know about the company
• A list of questions you plan to ask
• Previous correspondence with the company
45
 Learning Objective 3
Prepare effective answers to
questions often asked in job
interviews including illegal interview
questions.

46
Standard Interview Questions
• Tell us about yourself.
• What are your career plans
(short and long range)?
• What led you to select your
college major?
• What are your greatest
strengths? Weaknesses?

© 2009 Cengage Learning. All rights reserved. 47

Standard Interview Questions
• What interests you most about
this job?
• What determines a person’s
progress in an organization?
• Why do you want to work for us?
• Why should we hire you?

© 2009 Cengage Learning. All rights reserved. 48

Behavioral Interview Questions
• Describe a time when you
– worked well under pressure.
– worked well with others.
– organized a major project.
– solved a major problem.

• Describe something you have done that

shows initiative and creativity.
• How have your extra-curricular activities
and/or work experience prepared you for
work in our company?
• Tell me about a time when you faced
frustration. How did you deal with it?
49
Sample Interviewee Questions
• What is a typical day like in this job?
• What type of people would I be working
with?
• Why do you need someone for this job?
• How many people have held this job in the
past five years?
• What advice do you wish you had been
given when you were starting out?
• When do you expect to make your decision
about the position?

50
Exchanging Information
• List five or six key points you want to
emphasize
• Answer standard and behavioral interview
questions
• Demonstrate logical thinking and creativity
• Display a professional attitude
• Know about salary and benefits
• Recognize possible discriminatory questions

51
 Learning Objective 5
Compose effective messages related
to employment (application forms,
follow-up, thank-you, job acceptance,
job-refusal, resignation, and
recommendation request).

52
 Follow-Up Message: Why It Works

Analysis
Dear Mr. Franklin:
Formats as formal
Recently I applied for an audit staff position at Foster & business letter, but could
Daniel and now have additional qualifications to report. have been sent
electronically to mirror
The enclosed, updated résumé shows that I have passed previous messages
the Auditing and Practice and Law sections of the CPA
exam; I will take the final section at the next sitting. In States main idea clearly
addition, the internship I’ve just completed with Smith & and identifies position
Lewis, CPAs has enhanced my formal education and being sought
confirmed my interest in working as an auditor. Refers to enclosed
résumé; summarizes
Mr. Franklin, I would welcome the opportunity to visit further qualifications
your office and talk more about the contributions I could
make as an auditor for Foster & Daniel. Please write or Assures employer
call me at (512) 555-9823. applicant is still
interested in job
 Thank-you Message: Why It Works

Analysis
Dear
Dear Mr.
Mr. Fann:
Fann:
States main idea:
Thank
Thank youyou for
for the
the opportunity
opportunity toto visit
visit Viking
Viking Range
Range for
for aa appreciation for
plant
plant interview
interview yesterday.
yesterday. II enjoyed
enjoyed meeting
meeting youyou and
and
appreciate interview and
appreciate thethe plant
plant tour
tour and
and the
the opportunity
opportunity toto learn
learn about
about
the
the exciting
exciting research
research efforts
efforts underway
underway at at Viking.
Viking.
information
Viking’s
Viking’s success
success in
in developing
developing higher
higher quality
quality products
products than
than Includes specific
its
its competitors
competitors after
after such
such aa short
short time
time in
in the
the refrigeration
refrigeration points discussed
market
market is is impressive.
impressive. Additionally,
Additionally, II was
was impressed
impressed with
with the
the during interview
many
many friendly,
friendly, enthusiastic
enthusiastic employees
employees who who were
were willing
willing to
to
share
share with
with meme their
their knowledge
knowledge and and commitment
commitment to to Viking.
Viking. Assures employer
of continued interest

54
 Thank-you Message: Why It Works

After
After visiting
visiting your
your plant
plant on
on Thursday,
Thursday, II am
am confident
confident that
that
my
my interest
interest and
and previous
previous experience
experience inin research
research and
and Analysis
development
development at at the
the DIAL
DIAL labs
labs in
in Starkville
Starkville would
would allow
allow me me
to
to contribute
contribute to
to Viking’s
Viking’s important
important research
research efforts
efforts in
in the
the
refrigeration
refrigeration area
area while
while gaining
gaining valuable
valuable real-world
real-world Politely reminds
experience.
experience. employer that
applicant is awaiting
Mr.
Mr. Fann,
Fann, II am
am eager
eager to
to receive
receive an
an offer
offer from
from Viking
Viking for
for the
the
co-op reply
co-op position.
position. If
If you
you need
need additional
additional information
information in in the
the
meantime,
meantime, please
please call
call me.
me.