Final Written Self-Reflection Report
You’ll post to Blackboard an approximately 500-word, single-spaced written report outlining the concepts from the course which you’ve found most meaningful and describing how you anticipate incorporating these new concepts into your professional, academic or personal communications. Please submit as a single-spaced, informal informational report in an email format. This submittal will be graded considering both the content as well as the quality of the writing. I’ll consider use of writing conventions (grammar, spelling, and sentence construction), the presentation
and organization of your ideas, compliance with the specifications of the assignment, and the incorporation of all of the business writing best practices that we’ll discuss in this course.
Use Grammarly (www.grammarly.com ), and make indicated corrections, prior to submitting your paper
Marisol Lewis
MGMT 350
Professor Habich
March 15, 2017
Self-Reflection Paper
When I first started this class, I remember thinking to myself “I already know all of this.” I
was under the impression that this would be a walk in the park and that I would be hearing
information that I was already aware of. However, I am glad to say that I have acquired new
skills and knowledge through this course that I am confident will help me as I grow
professionally. The concepts that I benefited the most from are how to become an effective
listener, develop an effective resume and cover letter, compose business emails, and achieve
your goals in communicating negative news.
Most of the concepts, if not all, presented in class have been used continuously in my
workplace. Learning how to become an effective listener was definitely an opportunity for
me. To my surprise, I related most to the barriers to effective listening. I realized that I
especially had trouble with keeping an open mind, holding my “fire,” faking attention, and
wanting to speak instead of listen. Often times we are so passionate about what we believe
is right and wrong and we tend to shut down other people’s perspectives. I found myself
doing this because I was convinced that what I believe to be right is right and vice versa.
Additionally, I would have a difficult time allowing myself to listen to the other speaker’s
argument, logic, or reasons if I did not agree with them.
Faking attention is something I would frequently do in the workplace. As a personal banker,
you also become a therapist to your clients. There were times when I would have so much
paperwork to get done and my clients would want to talk to me about their personal
matters. During these times, I found myself pretending to listen by shaking my head or
occasionally saying “mhm;” although I had no clue what they were saying because I was
trying to get my work done in between. Other times, I would be having a conversation with
a coworker and I would wait for them to finish their sentence so that I could jump in and
share my story because I considered mine to be “better.” However, all of these barriers have
led me to realize that I was not being an effective listener in the workplace. I was even able
to apply these concepts to my personal relationships and I feel that I have become a better
person through my improvement.
The concept of developing an effective resume and cover letter has helped me
tremendously. I have been very successful in obtaining jobs that I am interested in.
Therefore, I thought that my resume and cover letters were at their highest potential.
However, I learned that both my resume and cover letter needed much improvement.
Learning how to customize them for the specific job will help open more opportunities for
me.
In the workplace, the most common source of communication is via email. Through this
course, I have learned how to properly and effectively compose those business emails. I
constantly have to relay information to my clients and I always use a formal approach.
Before taking this course, I was under the impression that if I needed to compose an email
to a colleague, it would have to be just as formal. Now that we have discussed business
emails in class, I feel that my peers are able to better understand my requests, while
keeping the email concise, direct and professional.
Lastly, we discussed how to convey negative news. Delivering negative news is difficult and
happens quite often in my industry. As a personal banker, I must inform clients, who have
applied for an account, credit, or loan, whether they have been approved or declined.
Letting them know that they have been declined is challenging because the goal is to retain
their business while still declining a request. This class has allowed me to develop skills that
will help me achieve my goal of keeping that business relationship even though I must
decline a service the client is requesting. In doing so, I have made it a point to use an
indirect approach and offer the client alternative services as well as let them know what I
can do for them.
Completing this course has been an immense advantage for me as I move forward in my
career. I have learned new skills and have been able to enhance existing ones. Going
forward, I will reference this class in my business practices and use the knowledge and
experience that I have acquired. I am thankful for these past 10 weeks and I look forward to
applying what I have learned as I advance in my career.
Jeffrey Harris
0053638710
MGMT 350
Self-Reflection Paper
I must admit, I did not conduct any research when registering for this course and I had no clue what I
would be learning. I have come away with a great deal more than I expected. The topics I found most
useful so far are persuasive messages, positive and negative messages, presentations and informal
reports. I have already used much of what I learned in my day-to-day activities at work. Using what I
have learned has assisted me in my current position, and will help propel me further in my career.
I work as an assistant buyer for a company called iHerb. We are one of the largest online natural
products retailers in the world, and we sell products to millions of customers in over 150 countries. My
job duties consist mostly of maintaining inventory for five dozen or so brands. However, I am also
responsible for negotiating pricing, payment terms and shipping arrangements with vendors, organizing
promotional campaigns for brands, and completing a variety of projects handed to me by my superiors.
This line of work requires experience with the topics listed above, and my time in this Administrative
Communications class has strengthened my skills in those areas substantially.
Because of attending this course, I have become a more effective negotiator with vendors, co-workers
and my superiors. When requesting additional discounts or more favorable terms, I employ useful
statistics and facts to persuade vendors to provide said discounts. I have learned how to better present
my promotional plans to vendors and superiors for approval. My reports are now more concise and
better organized, utilizing either direct or indirect strategies depending on what I am reporting on. And I
have been more aware of the tone of my emails and chats. I take care to word my emails more carefully
so as not to come off sounding rude or aggressive.
Using the skills I learned in this class, I have managed to extract additional discounts, or arrange rebates,
from some of my larger vendors. I have put together multiple promotional calendars for brands and
entire product categories in 2017, and I even managed to convince my director of the benefits of using
more promotional dollars on our smaller brands. My communication with our Accounting and Receiving
departments has noticeably improved since I began to more carefully word my messages to them to
sound more inclusive and positive.
I know that I will be employing the skills I listed above more extensively as I strive to move up in the
company I work for. I also know that the other topics covered during this course, such as business
etiquette, ethics, teamwork, meetings, and constructing resumes and cover letters, will all play an
important role in my career path. This has been by far one of the most useful courses I have taken in
school. I owe much to this class for the improvement in my current job and the trajectory of my career,
to a fully-fledged buyer and category manager beyond that.
XiuQi Yao
Professor Habich
Mgmt 350
March 19, 2017
self-reflection
I am an international student from China. In China, students simply to study in the school
without any internship of part-time work until they graduate. As a result, after the graduation, the
students experience the first time of joining the society and taking a job. As an international student,
I haven’t developed communication skills and I did not even know how important they are before I
took the MGMT350 class. I am now really grateful for the opportunity to take this class and I
appreciate it very much.
The first thing I learned from the class is how to write a resume and a cover letter. Before
the class, I thought resume and cover letter is the same thing which is similar to an article needed
for introducing oneself to recruiters. I did not realize how important the resume and cover letter are
and the extent to which they might define the success or failure of job searching process. I realized
that the resume and cover letter are one’s first step towards the future life. During the class, I have
realized that writing a resume or cover letter is not similar to writing an article. In this process, it is
crucial to choose the most suitable style for your resume. One can choose a form of functional or
chronological resumes and organize it either as a direct or indirect report. Then it is necessary to
create clear points and think over headlines for each part. I think that a thorough resume should
demonstrate applicant’s competence and be logical, which would help it to capture recruiters eye-
sight. As a result of the class, now I know how to structure a cover letter and a resume and which
information to include in them. Thus, I would be able to create a professional and attractive resume
as well as to write a cover letter that would draw the attention of potential employers and help me to
move forward in my career.
The second thing I learned from the class is how to accomplish work in a team. While being
a part of a group, we can collect more ideas from the group members, so the work efficiency would
be increased. Such understanding implies that establishing a successful group first requires setting a
common goal that can attract people with the same interest and then defining an
intercommunication channel. For instance, I chose a case study about Whole Foods Market on
blackboard and I met with the team members who were also interested in this case study. Thus, we
have created a discourse community focused on the case of Whole Foods Market. We
communicated, shared our ideas, were looking for useful information to combine it with our own
ideas to complete the case study successfully. This appeared to be an effective way to write an
assignment since one gains more knowledge and has more ideas to think about.
The last but not least finding was that one needs to develop communication skills, including
writing as well as speaking. At the beginning of the class, I used to give the professor a paper with
numerous grammar and word usage mistakes. Under professor’s guidance, I was very lucky to get a
chance to improve my writing skills with the help of the writing center. During the class, I realized
that communication is not only about knowing what one wants to express. It is more important to
express the ideas clearly and create a message that the receiver would understand. This task is even
more complicated in the case of oral speaking. I acknowledge that speaking is very hard for an
international student, especially public speaking. But since I am now studying in America, I need
more exercise, and this is what I also received in the class. After a presentation in the class, I
understand that it is highly important to speak. Speaking often tends to help to improve oral English
as well as to boost confidence and provide more courage. This happens if one’s speech is accepted,
for which I am grateful to my classmates and professor, encouraging me to challenge myself.
In overall, it is necessary to admit that taking this class appeared a challenging experience
for me. Before the class, I did not understand the importance of communication, which also implies
not knowing the principles of communication within a group. In this situation, the class helped me
to learn important things and to make attempts to apply the gained knowledge on practice. I have
learned about writing a successful resume and cover letter, which might help me in my career.
Similarly, I gained a chance to practice my writing and speaking, which is an important experience
for me as for an international student. Finally, the class showed me the value of working in a group
and the essential role of communication throughout the whole process. The gained experience has
provided me with the new knowledge that I would be able to apply in the future, so I am very
grateful for the class and the opportunity to participate in it.
Interviewing and
Following Up
Purposes and Types of Job
Interviews
Today’s Agenda
Purposes and Types of Job
Interviews
Before the Interview
During the Interview
After the Interview
What types of job interviews
have you experienced?
What has been your overall
experience with job interviews
so far?
Job Interviewing Can Be
Intimidating and Scary.
But you can reduce your
anxieties and expect to
ace an interview by:
• Learning what to
expect
• Preparing thoroughly
• Convince employer of your
potential
• Learn more about job
and company
• Expand on information
in your résumé
• Decide whether this is
a good place to work
• Assess your abilities in relation to position
requirements
• Discuss your training,
experience, and qualifications
in detail
• See what drives and motivates
you
• Decide whether you would be a
good fit in the organization
Two Types of
Employment Interviews
Screening Hiring / Placement
Goal:
Weed out
unqualified
candidates
Types:
Telephone (most
often), online, job
fairs
Goal:
Evaluate candidate
Types:
One-on-one, panel,
group, sequential,
stress, online, video
Anatomy of the
Job Interview Process
Know the Interviewing Sequence
Research the Target Company
Prepare Thoroughly
Look Sharp, Be Sharp
End Positively
Follow Up
Today’s Agenda
Purposes and Types of Job
Interviews
Before the Interview
During the Interview
After the Interview
Before the Interview
Research the Target Company
Prepare and Practice
Arrive at Little Early
Today’s Agenda
Purposes and Types of Job
Interviews
Before the Interview
During the Interview
After the Interview
During the Interview
Send Positive Nonverbal Messages and
Act Professionally
What are some way
s?
Good Posture
Eye Contact
Gesture
Smile
Phone off
No gum
Enthusiasm
Avoid “like”, “um”
Confident, but not
cocky
During the Interview
Questions to Get Acquainted
What are
your
greatest
strength
s?
What are
your
greatest
strength
s?
Do you
prefer to
work by
yourself or
with others
?
Why?
Do you
prefer to
work by
yourself or
with others?
Why?
Tell me
about
yoursel
f
Tell me
about
yoursel
f
Reference the “Get Acquainted
Questions” on page 454-455.
Take a few moments to jot down
some notes in response to the
questions:
1. Tell me about yourself
2. What are your greatest strengths
3. What is your greatest weakness
Now, I’ll break you into groups to
practice and get feedback.
Why are you
interested in
this
position?
Why are you
interested in
this
position?
During the Interview
Questions to Gauge Your Interest
Why do you
want to
work here?
Why do you
want to
work here?
What do you
know about
our
company?
What do you
know about
our
company?
During the Interview
Illegal and Inappropriate Questions
Do you
have any
disabiliti
es?
Do you
have any
disabiliti
es?
What is
your
marital
status?
Are you
married?
What is
your
marital
status?
Are you
married?
How old
are you?
What is
your date
of birth?
How old
are you?
What is
your date
of birth?
How could you respond
to illegal questions?
During the Interview
Challenging Questions
What is
your
greatest
weakness
?
What is
your
greatest
weakness
?
Describe your
ideal work
environment.
Describe your
ideal work
environment.
How would your
former (or
current)
supervisor
describe you as
an employee?
How would your
former (or
current)
supervisor
describe you as
an employee?
During the Interview
Situational
Question
If you were
aware that a
coworker was
falsifying data,
what would
you do?
If you were
aware that a
coworker was
falsifying data,
what would
you do?
Practice with Situational
Interview Questions
Refer to the “Situational Questions” on the
previous slide and on Blackboard
Break out into groups of 3.
Take turns responding to and providing
feedback on questions chosen at random.
1 Interviewer
1 Interviewee
1 Observer / provide feedback
Rotate Roles
Come back to debrief as a group
During the Interview
Describe a
time when
you solved a
difficult
problem.
Describe a
time when
you solved a
difficult
problem.
Behavioral
Question
https://www.themuse.com/advice/star-interview-
method
https://www.themuse.com/advice/star-interview-method
https://www.themuse.com/advice/star-interview-method
Behavioral Interview
Questions1. Individually, look at your job posting, and take a
few minutes to consider the most critical skills
required for the job. E.g., problem
solving, persuasion, analyzing, teamwork.
List 5 – 10.
2. As a group, select one skill and create a behavioral
question that might be asked by an
interviewer trying to determine whether you possess
that skill. E.g., “Tell me about a time when you
solved a difficult problem.” You may reference:
https://www.themuse.com/advice/30-behavioral-interv
iew-questions-you-should-be-ready-to-answer
3. Now, use the STAR technique to create a response to
that question for one of your group members, based
on their experience and background. You may
reference:
https://www.themuse.com/advice/star-interview-meth
od
4. Get back together with the class, and I will ask a
couple of groups to share their answers.
https://www.themuse.com/advice/30-behavioral-interview-questions-you-should-be-ready-to-answer
https://www.themuse.com/advice/30-behavioral-interview-questions-you-should-be-ready-to-answer
https://www.themuse.com/advice/star-interview-method
https://www.themuse.com/advice/star-interview-method
Behavioral Interview
QuestionsSkill: ____________________________
Behavioral Question: ____________________________
STAR Response:
Situation ____________________________
Task: ____________________________
Action: ____________________________
Result: ____________________________
During the Interview
Asking Your Own Questions
What will
my duties
be?
What will
my duties
be?
What
training
programs
are
available?
What
training
programs
are
available?
Who would
be my
immediate
supervisor?
Who would
be my
immediate
supervisor?
During the Interview
Ending Positively
• Summarize your strongest
qualifications.
• Show enthusiasm for
obtaining this position.
• Ask what action will follow.
• Thank the interviewer.
• Ask for the interviewer’s business card.
Today’s Agenda
Purposes and Types of Job
Interviews
Before the Interview
During the Interview
After the Interview
After the Interview
Write a thank-you message
to each interviewer.
Contact your references.
Follow up with a call if you
hear nothing after five
days.
Questions?
- Slide 1
- Job Interviewing Can Be Intimidating and Scary.
- Two Types of Employment Interviews
- Anatomy of the Job Interview Process
- Slide 13
- Slide 20
- Practice with Situational Interview Questions
- Slide 23
- Behavioral Interview Questions
- Slide 30
Today’s Agenda
Today’s Agenda
Poll
Goals of the Job Applicant
Goals of the Recruiter
Today’s Agenda
Before the Interview
Today’s Agenda
During the Interview
“Get Acquainted” Questions
During the Interview
During the Interview
During the Interview
During the Interview
During the Interview
Behavioral Interview Questions
During the Interview
During the Interview
Today’s Agenda
After the Interview
Chapter 2
Planning Business Messages
•The 5-Step Communication Process
•The 3 x 3 Writing Process
•Purpose, Audience, & Channel
•Audience Benefits & Conversational Tone
•Positive, Courteous, Bias-Free & Precise Language
Today’s Agenda
•The 5-Step Communication Process
•The 3 x 3 Writing Process
•Purpose, Audience, & Channel
•Audience Benefits & Conversational Tone
•Positive, Courteous, Bias-Free & Precise Language
Sender has
idea
Sender
encodes
idea
Sender
selects channel
and transmits
message
Feedback
returns
to sender
Receiver
decodes
message
Today’s Agenda
•The 5-Step Communication Process
•The 3 x 3 Writing Process
•Purpose, Audience, & Channel
•Audience Benefits & Conversational Tone
•Positive, Courteous, Bias-Free & Precise Language
• Purposeful
• Economical
• Audience-oriented
Revising
50%
Prewriting
25%
Drafting
25%
Today’s Agenda
•The 5-Step Communication Process
•The 3 x 3 Writing Process
•Purpose, Audience, & Channel
•Audience Benefits & Conversational Tone
•Positive, Courteous, Bias-Free & Precise Language
Purpose:
Two Important Questions
1. Why are you sending the message?
2. What do you hope to achieve?
Primary Purposes: To inform and to persuade
Anticipating and
Profiling the Audience
Who is my primary reader or listener?
Personal and professional relationship?
What position is held in organization?
How much is known about topic?
Person’s education, beliefs, culture, attitudes?
Will reaction be neutral, positive, or negative?
How is secondary audience different from primary?
Supply more background information?
Reshape message for secondary audience?
Remember that
receivers will be thinking…
Verbal Media Continuum
Match the Medium to the Message
• Message importance
• Amount and speed of feedback
• Need for permanent record
• Cost
• Degree of formality
• Confidentiality and sensitivity
• Receiver’s preference
• Receiver’s technical expertise
What would be the best “communication
channel” if you wanted to…
1. communication the time, place and detailed
agenda for a meeting to a group of people?
2. discipline an employee who has been
consistently late to work?
3. tell a friend that you will be a couple of
minutes late to lunch?
Today’s Agenda
•The 5-Step Communication Process
•The 3 x 3 Writing Process
•Purpose, Audience, & Channel
•Audience Benefits & Conversational Tone
•Positive, Courteous, Bias-Free & Precise Language
Spotlight audience benefits.
Develop the “you” view.
BUT: The warranty starts working for you immediately.
NOT: The warranty begins right away.
NOT: We have created an account dashboard that we love.
BUT: Your account dashboard gives you complete control.
Expert Writing Techniques
Be conversational but professional.
NOT: BTW, your report was totally awesome!
BUT: By the way, your report was well written.
NOT: The undersigned requests that all appropriately
completed performance reviews be returned to the
writer by the deadline of June 15.
BUT: Please return all performance reviews by June 15.
Developing Reader Benefits
and the “You” View
Sender Focus Receiver Focus
We are requiring all staffers
to complete these forms in
compliance with company
policy.
Please complete these
forms so that you will be
eligible for health and dental
benefits.
Because we need more
space for our new inventory,
we are having a two-for-one
sale.
This two-for-one sale
enables you to buy a year’s
supply of supplies but pay
only for six months’ worth.
Audience Benefits and
Conversational Tone
•Please take a look at Writing Improvement
Exercises 16, 17, 24, and 28 on pages 54-55.
•With a partner, revise the sentences
according to our class discussion.
•Report back on your revisions.
Today’s Agenda
•The 5-Step Communication Process
•The 3 x 3 Writing Process
•Purpose, Audience, & Channel
•Audience Benefits & Conversational Tone
•Positive, Courteous, Bias-Free & Precise Language
Expert Writing Techniques
Be courteous.
Employ bias-free language.
BUT: Please complete the report.
NOT: You must complete the report.
BUT: Our office workers can do this.
NOT: Our office girls can do this.
Expert Writing Techniques
Prefer plain language and familiar words.
Use precise, vigorous words.
BUT: The salary is…
NOT: The remuneration is…
BUT: Please e-mail me.
NOT: Please contact me.
Negative Expressions
and Their Hidden Messages
Negative Expression Hidden Message
You overlooked
You state that
You claim that
You are wrong
You do not understand
Your delay
You forgot to
You are careless.
But I don’t believe you.
What were you thinking?
It’s probably untrue.
I am right.
You are not very bright.
You are at fault.
You failed to
Besides being inefficient, you
are stupid and careless.
•Please take a look at “Radical Rewrite” 2.1
on page 57-58.
•With a partner, analyze the message and list
at least five writing faults.
•The 5-Step Communication Process
•The 3 x 3 Writing Process
•Purpose, Audience, & Channel
•Audience Benefits & Conversational Tone
•Positive, Courteous, Bias-Free & Precise Language
Questions?
- Slide 1
- Purpose: Two Important Questions
- Anticipating and Profiling the Audience
- Remember that receivers will be thinking…
- Verbal Media Continuum Match the Medium to the Message
- Slide 15
- Slide 19
- Developing Reader Benefits and the “You” View
- Audience Benefits and Conversational Tone
- Negative Expressions and Their Hidden Messages
- Slide 29
Today’s Agenda
Today’s Agenda
The Communication Process
Today’s Agenda
Business Writing Characteristics
The 3-x-3 Writing Process
Pacing the Writing Process
Today’s Agenda
Factors Affecting Channel Choice
Today’s Agenda
Expert Writing Techniques
Expert Writing Techniques
Today’s Agenda
Expert Writing Techniques
Expert Writing Techniques
Bringing it all Together
Today’s Agenda – Recap
•The Job Search
•The Open Job Market
•The Hidden Job Market
•The Resume
•The Cover Letter
Today’s Agenda
•The Job Search
•The Open Job Market
•The Hidden Job Market
•The Resume
•The Cover Letter
How do corporate recruiters find
their best talent?
Referrals 78%
Social networks 56%
Intern hires 55%
Source: 2015 JobVite Recruiter Nation Survey
Direct applications 46%
Outside recruiters 38%
Internet job boards 37%
Mobile career sites 19%
How do recruiters find their best
talent?
Today’s Agenda
•The Job Search
•The Open Job Market
•The Hidden Job Market
•The Resume
•The Cover Letter
• The big boards (Monster,
Career Builder).
• Company websites.
• Niche sites (Dice,
Accountemps, GettingHired).
• LinkedIn and social
networking sites.
• Print and online
newspapers.
Today’s Agenda
•The Job Search
•The Open Job Market
•The Hidden Job Market
•The Resume
•The Cover Letter
Three-Step Plan to Build Your
Personal Network
Current and
former
teachers
Family, friends,
and friends of
friends
Social
networking
contacts
Your dentist,
doctor, etc.
Current and
former work
colleagues
College alumni
Step 1:
Develop a
contact list.
“Hi, ____. I’m looking for
a job, and I wonder if
you could help me out.
When could I come over
to talk about it?”
“Do you know of anyone
else who might know of
someone who might
have an opening?”
Three-Step Plan to Build Your
Personal Network
Step 2:
Make contacts
in person and
online.
“Do you know
anyone who might
have an opening
for a person with
my skills?”
Three-Step Plan to Build Your
Personal Network
Step 3:
Follow up on
your referrals.
“Hello. I’m ____, a friend of ____.
He suggested that I ask you for
help. I’m looking for a position as a
____, and he thought you might be
willing to spare a few minutes to
steer me in the right direction.”
Write a solid
profile.
Provide a
professional
photo.
Customize
your URL.
Use specific
keywords in
your career
summary.
Solicit
recommen-
dations.
Update your
status
regularly.
Today’s Agenda
•The Job Search
•The Open Job Market
•The Hidden Job Market
•The Resume
•The Cover Letter
• Focuses on experience
• Favorite of recruiters
• Best for people with
experience and steady
career growth
However: This style is
also used by many
students.
Chronological
• Focuses on skills rather
than past employment
• Best for people with little
experience, frequent job
changes, different career
areas, or employment
gaps
However: This style is hard
to write and recruiters
may be suspicious.
Functional
1 page
Nine or fewer years of
experience
2 pages
Ten plus years of experience
3 pages
Senior executives with
many accomplishments
However: Make your
résumé as long as necessary
to present your skills.
Main Heading
Keep it professional and uncluttered.
• Your name on a line by itself
• Address, phone, e-mail
Résumé Segments
Career Objective
If included, customize for the targeted
position.
Poor:
To obtain an entry-level
position with a strong
company where I can
utilize my skills to their
fullest in advancing a
career in accounting.
Improved:
To obtain a junior
accountant position
where my recent
accounting and
computer training can
help an organization
achieve its goals.
Résumé Segments
Summary of Qualifications
• Provide 3 to 8 bulleted statements.
• List your most impressive qualifications regarding
experience, skills, education, and awards.
• Customize the qualifications to fit the requirements
of the targeted job.
Résumé Segments
Education
• Name your degree, date of graduation, and
institution.
• List your major and GPA.
• Give information about your studies, but don’t
inventory all your courses.
Résumé Segments
Work Experience
• List your jobs. Start with the most recent.
• Include employer’s name and city, dates of
employment (month, year), and most significant title.
Manager, Fleet Equipment, Kettering, Ohio. June 2015 to present.
Tax preparer, Volunteer Income Tax Assistance program (VITA). March 2015 to present.
Sinclair College, Dayton, Ohio.
Salesperson, Kmart, Dayton, Ohio. April 2014 to May 2015
Manager, Fleet Equipment, Kettering, Ohio. June 2015 to present.
Tax preparer, Volunteer Income Tax Assistance program (VITA). March 2015 to present.
Sinclair College, Dayton, Ohio.
Salesperson, Kmart, Dayton, Ohio. April 2014 to May 2015
Résumé Segments
Work Experience
• Use action verbs to describe your experience.
• Summarize and try to quantify your achievements.
• Include nouns for the skills and keywords of the
targeted position.
Prepared state and federal tax returns for individuals with incomes under $25,000.
Conducted interviews with over 50 individuals to elicit data regarding taxes.
Calculated legitimate tax deductions and recorded them accurately.
Prepared state and federal tax returns for individuals with incomes under $25,000.
Conducted interviews with over 50 individuals to elicit data regarding taxes.
Calculated legitimate tax deductions and recorded them accurately.
Résumé Segments
Capabilities and Skills
• Highlight your technical skills. Mention ability to use
the Web applications, software programs, social
media, and communication technology tools.
• Emphasize your nontechnical skills. Give evidence of
communication, management, and interpersonal
skills. Employers want more than empty assurances.
Organized holiday awards program for 1,200 attendees and 140 awardees. Praised by
top management for enthusiastic teamwork and achievement.
Organized holiday awards program for 1,200 attendees and 140 awardees. Praised by
top management for enthusiastic teamwork and achievement.
Résumé Segments
Awards, Honors, and Activities
• Show that you are well-rounded.
• List awards and extra-curricular activities, especially
if they demonstrate leadership, teamwork, reliability,
initiative, and efficiency.
Awards Dean’s list
Scholarships
Volunteer
Certificates
Résumé Segments
Final Tips
• Don’t include personal info such as birth date,
marital status, height, weight, etc.
• Consider whether it’s necessary to include
your home address.
• Have references available but don’t list them
on your résumé.
• Double-check for parallel phrasing.
• Avoid personal pronouns.
RÉSUMÉ OF
JENNIE JENKINS
3320 Lafayette Street, #12, San Leandro, CA 94561 jigglegirl@gmail.com
OBJECTIVE: An entry-level position where my proven communication, accounting,
and administrative skills could be utilized in a path to management.
DEGREE from San Francisco State University, Broadcast Communication Arts,
Bachelor of Arts. 3.2 in major.
EXPERIENCE
Apprentice KPFA – 94.1 in Berkeley, CA. Duties included scheduling studios. Also
recruited staff. Some paperwork. Often given responsibility to act as production
manager. 10/15 to present.
Pacifica House
Position of financial manager. Duties included payroll and benefits for
employees of shelter. Was responsible for books, also for cash transactions.
Took care of some donations. Expected to help raise funds. I prepared all payroll
reports. Also petty cash. Chaotic. Underfunded.
RÉSUMÉ OF
JENNIE JENKINS
3320 Lafayette Street, #12, San Leandro, CA 94561 jigglegirl@gmail.com
OBJECTIVE: An entry-level position where my proven communication, accounting,
and administrative skills could be utilized in a path to management.
DEGREE from San Francisco State University, Broadcast Communication Arts,
Bachelor of Arts. 3.2 in major.
EXPERIENCE
Apprentice KPFA – 94.1 in Berkeley, CA. Duties included scheduling studios. Also
recruited staff. Some paperwork. Often given responsibility to act as production
manager. 10/15 to present.
Pacifica House
Position of financial manager. Duties included payroll and benefits for
employees of shelter. Was responsible for books, also for cash transactions.
Took care of some donations. Expected to help raise funds. I prepared all payroll
reports. Also petty cash. Chaotic. Underfunded.
Poor Résumé
Spring, 201
3
Worked one spring with Renaissance Rainbow, which is a performance arts
troupe operating out of San Francisco. My duties included scheduling interviews
with print and broadcast journalists. Was responsible for volunteers and
publicity.
Other temporary positions
Manpower, Inc. San Francisco. Worked at many different places as temp.
2011-2014. Dohring Company. File clerk, receptionist, general duties.
Other places. Good Earth Restaurant – server – 2010-201
1
Personal
Self-starter, can finish jobs without supervision.
Marital status: single Birth: 6/16/88
Health: Excellent Hobbies, Knitting, singing, like to read
First Baptist Gospel Choir Awards: Spirit Award, Oakland H.S.
Dean’s List, college, 2 semesters
Spring, 2013
Worked one spring with Renaissance Rainbow, which is a performance arts
troupe operating out of San Francisco. My duties included scheduling interviews
with print and broadcast journalists. Was responsible for volunteers and
publicity.
Other temporary positions
Manpower, Inc. San Francisco. Worked at many different places as temp.
2011-2014. Dohring Company. File clerk, receptionist, general duties.
Other places. Good Earth Restaurant – server – 2010-2011
Personal
Self-starter, can finish jobs without supervision.
Marital status: single Birth: 6/16/88
Health: Excellent Hobbies, Knitting, singing, like to read
First Baptist Gospel Choir Awards: Spirit Award, Oakland H.S.
Dean’s List, college, 2 semesters
Jennifer Marie Jenkins
3320 Lafayette Street, #12
San Leandro, CA 94561
(415) 781-559
2
jennifer.jenkins@gmail.com
Objective: Administrative position involving accounting, employee benefits,
customer service.
SUMMARY OF QUALIFICATIONS
• Two years’ experience in responsible administrative and accounting positions
• Disciplined self-starter; able to work well without supervision
• Proficient with PCs including Word 2011, Excel, and the Internet
• Can be counted on to follow through on every detail until a task is successfully
completed
• BA degree, San Francisco State University
RELEVANT EXPERIENCE
Apprentice, Radio Production, KPFA – 94.1, Berkeley, CA
• Schedule studios, recruit support staff, act as production manager
• Process scripts, permissions, and logs for weekly productions
Jennifer Marie Jenkins
3320 Lafayette Street, #12
San Leandro, CA 94561
(415) 781-5592
jennifer.jenkins@gmail.com
Objective: Administrative position involving accounting, employee benefits,
customer service.
SUMMARY OF QUALIFICATIONS
• Two years’ experience in responsible administrative and accounting positions
• Disciplined self-starter; able to work well without supervision
• Proficient with PCs including Word 2011, Excel, and the Internet
• Can be counted on to follow through on every detail until a task is successfully
completed
• BA degree, San Francisco State University
RELEVANT EXPERIENCE
Apprentice, Radio Production, KPFA – 94.1, Berkeley, CA
• Schedule studios, recruit support staff, act as production manager
• Process scripts, permissions, and logs for weekly productions
10/15 to
present
Improved Résumé
Financial manager, The Pacific House (shelter), San Francisco, CA
• Used computer to manage payroll, employee benefits for staff of 26
• Completed all projects on time, despite chaotic environment
• Managed agency’s cash flow involving funder reimbursements, in-
kind donations, and fund-raising
• Processed all accounts payable and receivable, monthly and quarterly
statistical reports for local, state, and federal funding agencies;
oversaw petty cash
• Designed flow sheet to track success of $35,000 fund-raising project
Publicity coordinator, Renaissance Rainbow (performance arts
troupe), San Francisco, CA
• Scheduled all media interviews, supervised volunteers
• Coordinated publicity mailings for African-American Performance Arts
Festival
Temp positions, Manpower Temporary Services, San Francisco, CA
• Developed customer service skills as telephone interviewer for
Dorhring Company
• Maintained files, routed incoming telephone calls, input employee
progress journals, prepared interoffice memos, recorded accounts
payable checks, keyboarded accounts payable correspondence,
learned e-mail systems and software programs in various assignments
EDUCATION
BA in Broadcast Communication Arts, San Francisco State Univ., 2011
GPA in major: 3.2
Dean’s list, 2 semesters
Financial manager, The Pacific House (shelter), San Francisco, CA
• Used computer to manage payroll, employee benefits for staff of 26
• Completed all projects on time, despite chaotic environment
• Managed agency’s cash flow involving funder reimbursements, in-
kind donations, and fund-raising
• Processed all accounts payable and receivable, monthly and quarterly
statistical reports for local, state, and federal funding agencies;
oversaw petty cash
• Designed flow sheet to track success of $35,000 fund-raising project
Publicity coordinator, Renaissance Rainbow (performance arts
troupe), San Francisco, CA
• Scheduled all media interviews, supervised volunteers
• Coordinated publicity mailings for African-American Performance Arts
Festival
Temp positions, Manpower Temporary Services, San Francisco, CA
• Developed customer service skills as telephone interviewer for
Dorhring Company
• Maintained files, routed incoming telephone calls, input employee
progress journals, prepared interoffice memos, recorded accounts
payable checks, keyboarded accounts payable correspondence,
learned e-mail systems and software programs in various assignments
EDUCATION
BA in Broadcast Communication Arts, San Francisco State Univ., 2011
GPA in major: 3.2
Dean’s list, 2 semesters
2014-15
2013,
Spring
2011-13
Getting Your Résumé Selected:
Maximizing Keyword “Hits”
• Include specific keywords
or keyword phrases.
• Focus on nouns.
• Use variations of the job title.
• Concentrate on the skills
section.
• Don’t use a keyword
summary.
Today’s Agenda
•The Job Search
•The Open Job Market
•The Hidden Job Market
•The Resume
•The Cover Letter
“No cover
message – into
the trash!”
“You may be the perfect
person for the job, but
you’ll knock yourself right
out of the running with a
poor or missing cover
letter.”
“A résumé without
a cover letter looks
suspicious.”
Are Cover Messages
Still Important?
Career advisors overwhelmingly support
cover messages:
Three Parts of a Cover
Message
Captures
attention,
introduces the
message, and
identifies the
position.
Opening
Sells the
candidate and
focuses on the
employer’s
needs.
Body
Requests an
interview and
motivates
action.
Closing
Opening Body Closing
Possible Openings for Solicited Jobs
• Refer to the name of an employee in the company.
• Refer to the source of your information precisely.
• Refer to the job title and describe how your
qualifications fit the requirements.
How to Open a Cover Message
Opening Body Closing
Openings for Unsolicited Jobs
• Demonstrate an interest in and knowledge of the
reader’s business.
• Show how your special talents and background will
benefit the company.
Promoting Your Strengths in
the Message Body
BodyOpening Closing
• Explain how your preparation and
experience fill the job requirements.
• Choose your strongest qualifications and
show how they fit the targeted job.
• Mention your ability to work on a team,
show initiative, and learn new tasks easily.
• Refer the reader to your résumé.
Motivating Action in the
Closing
ClosingOpening Body
• Ask confidently for an interview
(not for the job!).
• Tie your request to reader benefits,
or review your strongest points.
• Sound sincere and appreciative.
• Make it easy to respond; tell when
you can be reached.
Final Tips for Creating
Successful Cover Messages
As with résumé, proofread several
times
1
2
3
Avoid too many sentences beginning
with “I.”
Use a traditional letter style in block
format.
4 Customize to reflect job requirements
Student Example
Student Example
- Slide 1
- How do corporate recruiters find their best talent?
- How do recruiters find their best talent?
- Slide 9
- Three-Step Plan to Build Your Personal Network
- Slide 28
- Getting Your Résumé Selected: Maximizing Keyword “Hits”
- Slide 31
- Slide 32
- Are Cover Messages Still Important?
- Three Parts of a Cover Message
- Promoting Your Strengths in the Message Body
- Motivating Action in the Closing
- Final Tips for Creating Successful Cover Messages
- Slide 41
- Slide 42
- Slide 43
- Slide 44
- Slide 45
- Slide 46
Today’s Agenda
Today’s Agenda
Today’s Agenda
Searching the Open Job Market
Today’s Agenda
Three-Step Plan to Build Your Personal Network
Three-Step Plan to Build Your Personal Network
Make the Most of LinkedIn
Today’s Agenda
Choosing a Résumé Style
Résumé Length
Résumé Segments
Résumé Segments
Résumé Segments
Résumé Segments
Résumé Segments
Résumé Segments
Résumé Segments
Résumé Segments
Résumé Segments
Poor Résumé
Poor Résumé
Improved Résumé
Today’s Agenda
How to Open a Cover Message
How to Open a Cover Message
Chapter 3
Organizing and Drafting Business Messages
Analyze
audience &
purpose
Research
background,
collect info
Edit for clarity
Anticipate
audience and
its reaction to
message
Adapt message
to audience
Organize info
Draft first
version
Proofread
Evaluate
whether the
message will
accomplish
goals
•Research
•Organizing Information
•Composing the First Draft
•Writing Techniques
•Effective Paragraphs
Today’s Agenda
•Research
•Organizing Information
•Composing the First Draft
•Writing Techniques
•Effective Paragraphs
The 3-x-3 Writing Process
Analyze
audience &
purpose
Research
background,
collect info
Edit for clarity
Anticipate
audience and
its reaction to
message
Adapt message
to audience
Organize info
Draft first
version
Proofread
Evaluate
whether the
message will
accomplish
goals
Search company
digital or other files.
Conduct an informal
survey.
Talk with
the boss.
Interview the
target audience.
Brainstorm for ideas.
Investigate primary
sources.
Search manually.Access electronically.
Conduct scientific
experiments.
Today’s Agenda
•Research
•Organizing Information
•Composing the First Draft
•Writing Techniques
•Effective Paragraphs
The 3-x-3 Writing Process
Analyze
audience &
purpose
Research
background,
collect info
Edit for clarity
Anticipate
audience and
its reaction to
message
Adapt message
to audience
Organize info
Draft first
version
Proofread
Evaluate
whether the
message will
accomplish
goals
Organizing Information
to Show Relationships
•How do you organize your thoughts in order
to begin writing?
Organizing Information
to Show Relationships
Group similar ideas. Organize into lists or outlines.
Define the main topic
(purpose of message) in the title.
Divide the main topic into 3 to 5
major components.
Break major component into
exclusive subpoints (no overlapping).
Use details, illustrations, and
evidence subpoints.
•Review: When should we use direct strategy
and when indirect?
Organizing Ideas Into Strategies
Use the Direct Strategy
if audience will be
• Pleased
• Somewhat interested
• Neutral
Organizing Ideas Into Strategies
Use the Indirect Strategy
if audience will be
• Uninterested
• Displeased
• Disappointed
• Hostile
• Does it use the direct or indirect
strategy? What sentence contains the
most important information?
• Why did the author use that strategy?
Was it the right strategy?
• Is there any “downside” to using this
strategy?
Colleagues,
In my brief tenure at CSUSB, I have been incredibly impressed by the quality and commitment of our faculty. On a campus that places student success as the
lead initiative of its strategic plan, you embody that value in your scholarship, advising, teaching and research.
I also recognize the inherent challenges associated with your individual workloads, reflected by a recommendation by the CSUSB Q2S Steering Committee to
establish a 3/3 semester baseline schedule. Giving our faculty the resources they need to be successful stands as my highest priority, but this must be
accomplished in a transparent system, where each of us can be accountable to one another.
We are working with deans to develop a clear path for reassigned time, one that meets institutional priorities and keeps the campus fiscally accountable. I am in
favor of a reduced workload for those that work to meet the mission and goals of CSUSB. However, I have also noticed a number of inconsistencies in the way
releases have been handled. We currently approve an average of 2.6 courses of reassigned time per tenured/tenure-track faculty member each year with wide
variability among colleges.
The university estimates that the replacement costs associated with the current level of reassigned time is over $7 million annually, which sits inside the
permanent budget allocations to the colleges and academic departments. As we convert to semesters, university leadership commits to carrying this financial
commitment forward and has no intention of changing the ability of deans to review and grant reassigned time that meets institutional priorities and keeps the
institution accountable for its actions. Providing equitable treatment to faculty is very important to me, therefore we will be establishing a baseline teaching
load of 4/4 under the semester system with a promise that faculty will be provided ample opportunities through their college deans to have reassigned time.
I imagine many of you are concerned with this decision, but let me be clear that opportunities for reassigned time will continue to be available at the present
level in a process that is clear to everyone across campus. There should never be any ambiguity on why reassigned time is being given.
Most importantly, thank you for your continued hard work and dedication to our students. I look forward to working with each of you as we bring clarity to this
important process. As I begin my visits with departments, I will be happy to answer any specific questions that you have.
Best,
Shari
Shari McMahan, Ph.D.
Provost and Vice President for Academic Affairs
California State University San Bernardino
5500 University Parkway, San Bernardino, Ca. 92407
Today’s Agenda
•Research
•Organizing Information
•Composing the First Draft
•Writing Techniques
•Effective Paragraphs
The 3-x-3 Writing Process
Analyze
audience &
purpose
Research
background,
collect info
Edit for clarity
Anticipate
audience and
its reaction to
message
Adapt message
to audience
Organize info
Draft first
version
Proofread
Evaluate
whether the
message will
accomplish
goals
1. Avoid fragments
(broken-off parts of sentence).
Fragment:
E-mail seems boring. When compared with
Twitter.
Revision:
E-mail seems boring when compared with
Twitter.
Three Common Sentence Faults
2. Avoid run-ons (two independent
clauses without coordinating
conjunction or semicolon)
Run-on:
He’s addicted to social media he posts
updates constantly.
Revision:
He’s addicted to social media, and he posts
updates constantly.
Revision:
He’s addicted to social media; he posts
updates constantly.
Three Common Sentence Faults
Comma splice:
He prefers a tablet, she prefers her laptop.
Revision:
He prefers a tablet; she prefers her laptop.
Revision:
He prefers a tablet; however, she prefers her
laptop.
Revision:
He prefers a tablet, but she prefers her laptop.
3. Avoid comma splices (two clauses
joined without proper punctuation)
Three Common Sentence Faults
•Let’s look at questions 21-25 in the book
(page 79)
8 words
15 words
19 words
28 words
100%
90%
80%
50%
Sentence
Length
Comprehensi
on Rate
•You should strive for sentences that average
about 20 words.
Prefer Short Sentences
Prefer Short Sentences
•Readability scores and
Goldman Sachs letter
Today’s Agenda
•Research
•Organizing Information
•Composing the First Draft
•Writing Techniques
•Effective Paragraphs
Use Parallelism
to Achieve Balance
Lacks Parallelism Illustrates Parallelism
We focus on money –
earning it, investing it,
and how to spend it.
We focus on money –
earning it, investing it, and
spending it.
Applicants are interested
in work environment and
how they can advance
their careers.
Applicants are interested in
work environment and career
advancement.
Use Parallelism
to Achieve Balance
Lacks Parallelism Illustrates Parallelism
Our peanut butter spread
(a) is all natural, (b)
contains no hydrogenated
oil, and (c) there’s no need
to stir.
Our peanut butter spread
(a) is all natural, (b)
contains no hydrogenated
oil, and (c) requires no
stirring.
Today’s Agenda
•Research
•Organizing Information
•Composing the First Draft
•Writing Techniques
•Effective Paragraphs
Support
Sentences
Topic
Sentence
Tells readers
what to expect
Illustrate,
explain, and
strengthen the
topic sentence
Explains central
thought
Provide details
and evidence
Compose short paragraphs.
Paragraphs with eight or
fewer printed lines are most
readable.
Video
Like, what do you think?
“Totally like whatever, you know” Taylor Mali
Taylor Mali:
Speaking
with
Conviction and
Authority
Questions?
- Slide 1
- Organizing Information to Show Relationships
- Slide 18
- Use Parallelism to Achieve Balance
- Video Like, what do you think?
- Slide 39
The 3-x-3 Writing Process
Today’s Agenda
Today’s Agenda
The 3-x-3 Writing Process
Informal Research Methods
Formal Research Methods
Today’s Agenda
The 3-x-3 Writing Process
Organizing Information to Show Relationships
Thought Web
Tips for Efficient Outlining
Organizing Ideas Into Strategies
Organizing Ideas Into Strategies
Organizing Ideas Into Strategies
Please analyze the following email:
Today’s Agenda
The 3-x-3 Writing Process
Three Common Sentence Faults
Three Common Sentence Faults
Three Common Sentence Faults
Three Common Sentence Faults
Prefer Short Sentences
Prefer Short Sentences
Prefer Short Sentences
Today’s Agenda
Use Parallelism to Achieve Balance
Today’s Agenda
Drafting Effective Paragraphs
Controlling Paragraph Length
Enough Writing for Now?
1
Business
Presentations
Chapter 12
• Introduction to Speaking Skills
• Purpose and Audience
• Fear of Public Speaking
• Organizing Your Speech
• Visual Aids
• Delivery Techniques
Today’s Agenda
• Introduction to Speaking Skills
• Purpose and Audience
• Fear of Public Speaking
• Organizing Your Speech
• Visual Aids
• Delivery Techniques
Speaking skills:
Can lead to career success
May increase opportunities for
promotion
Are useful at every career stage
Are the most desired soft skill
sought in job applicants
Good and Bad Presentations:
What do we already know?
Think back to a particularly
“bad” presentation.
What
made it bad?
Think back to a particularly
moving, memorable or
impressive presentation.
What made it so?
The Pitch
Today’s Agenda
• Introduction to Speaking Skills
• Purpose and Audience
• Fear of Public Speaking
• Organizing Your Speech
• Visual Aids
• Delivery Techniques
What do you
want to
accomplish?
What do
you want your
listeners to
remember
or do????
Knowing Your Purpose
• What might be some possible purpose(s) of your
individual presentation in this class?
• Given those purposes, how might you adapt your
presentation?
Anticipate
audience
reaction
How to
relate to
their needs
What
techniques
will work
How to
ensure
they’ll
remember
Succeeding With
Four Audience Types
Friendly Neutral Uninterest
ed
Hostile
z z z z z
Today’s Agenda
• Introduction to Speaking Skills
• Purpose and Audience
• Fear of Public Speaking
• Organizing Your Speech
• Visual Aids
• Delivery Techniques
Does Public Speaking
Scare You?
Please break into groups and
discuss exercise 12.5 in text:
• What scares you the most about making a
presentation?
• What are some ideas to help overcome these fears?
• Breathe deeply.
• Convert your fear.
• Use positive self-talk.
• Know your topic and
come prepared.
• Ignore any stumbles.
Today’s Agenda
• Introduction to Speaking Skills
• Purpose and Audience
• Fear of Public Speaking
• Organizing Your Speech
• Visual Aids
• Delivery Techniques
1
Tell them
what you are
going to tell
them.
2
Tell them.
3
Tell them
what you
have told
them.
• Capture listeners’ attention
and get them involved.
• Identify yourself and build
your credibility.
• Preview your main points.
• What are some good ways to get the audience’s
attention?
• What have you seen that works?
How to Capture Attention
?
Question
!!!
Startling fact
Three guys
board a
plane…
Joke
Once upon a
time…
Story
“I have a
dream…”
Quotation
Describe your position, knowledge,
or education experience.
Dress professionally.
Maintain eye contact.
Connect with your audience.
• Focus on a limited number of
main points.
• Develop each point with adequate
explanation and details.
• Use a clear organizational strategy,
for example, chronological order or
importance.
The Body
• Summarize the presentation’s
main themes.
• Leave audience with a specific,
noteworthy take-away.
• Include a statement or closing
thought that indicates you are
finished.
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or
posted to a publicly accessible website, in whole or in part.
© photo copyrights here
Ch. 12 / Slide
25
Today’s Agenda
• Introduction to Speaking Skills
• Purpose and Audience
• Fear of Public Speaking
• Organizing Your Speech
• Visual Aids
• Delivery Techniques
• Emphasize and clarify main points.
• Improve comprehension and retention.
• Increase audience interest.
• Make speaker appear more professional,
better prepared, more persuasive.
• Jog the speaker’s memory.
What problems have you observed with visuals in
general and PowerPoint slides in particular?
Life After Death by
PowerPoint
Today’s Agenda
• Introduction to Speaking Skills
• Purpose and Audience
• Fear of Public Speaking
• Organizing Your Speech
• Visual Aids
• Delivery Techniques
Choose a Delivery
Method
Memorization Reading From Notes
Extemporaneous
Method
No! No! Yes!
• Prepare thoroughly.
• Rehearse repeatedly.
• Dress professionally.
• Time yourself.
Before Your Presentation
• Check the room.
• Practice stress reduction.
• Greet audience members.
• Begin with a pause.
• Present your first line from memory.
• Don’t read from
your notes.
• Maintain eye contact.
• Control your voice
and avoid
meaningless fillers.
During Your Presentation
• Show enthusiasm.
• Skip the apologies.
• Know when to pause
on important points.
• Slow down.
• Don’t read from the
slides.
During Your Presentation
• Move naturally.
• Use verbal aids effectively.
• Summarize your
main points, and
drive home your main
idea.
• Avoid digressions.
Distribute
handouts. Reinforce
your main
points.
Repeat
questions.
Encourage
questions.
40
Questions?
- Slide 1
- Slide 5
- Succeeding With Four Audience Types
- Slide 12
- Does Public Speaking Scare You?
- Please break into groups and discuss exercise 12.5 in text:
- Slide 25
- Slide 29
- Slide 30
- Choose a Delivery Method
- Slide 38
- Slide 40
Today’s Agenda
Today’s Agenda
Speaking Skills and Your Career
Let’s watch…..
Today’s Agenda
Knowing Your Purpose
Knowing Your Purpose
Knowing Your Audience
Today’s Agenda
Combat Stage Fright
Today’s Agenda
Organization and Repetition
The Introduction
How to Capture Attention
How to Capture Attention
How to Build Credibility
Structuring the Presentation
The Conclusion
Today’s Agenda
Present like Steve Jobs
Purposes of Good Visual Aids
Today’s Agenda
Before Your Presentation
Before Your Presentation
During Your Presentation
During Your Presentation
During Your Presentation
After Your Presentation
Professionalism
in the Workplace
Professionalism and Business
Etiquette
Face-To-Face Communication
Teamwork
Meetings
Today’s Agenda
Professionalism and Business
Etiquette
Face-To-Face Communication
Telephone Skills
Teamwork
Meetings
Please discuss with your
peers
How do you define “professionalism”? What does the
term mean to you?
Do you believe that professionalism is really important?
Do any individuals come to mind as role models when
you think about professionalism? Why do those
particular individuals epitomize professionalism to
you?
Do any individuals (no names) or examples come to
mind when you think about lack of professionalism?
Why?
Developing Professionalism
and Business Etiquette Skills
What is professionalism?
Civility
Business
and
dining
etiquette
Polished
image
Social
intelligen
ce
Soft skills
Professionalism
Leads to Success
Good manners and businesslike,
professional demeanor among top
soft skills that employers seek in job
candidates.
Projecting and maintaining a
professional image can make a real
difference in helping you obtain and
keep the job of your dreams.
Projecting Professionalism:
Speech Habits
Your credibility
can be seriously
damaged by
sounding
uneducated,
crude, or
adolescent.
• uptalk
• like used as a
filler
• “you guys”
• slang and
profanity
• poor grammar
Unprofessional Professional
Even in brief e-mail
messages and texts,
employers:
• like to see subjects,
verbs, and
punctuation
• dislike IM
abbreviations
• value conciseness and
correct spelling
• incomplete
sentences
• misspelled words
• exclamation points
• IM slang and
textspeak
• mindless chatter
• sloppy messages
Projecting Professionalism:
E-Mail
Unprofessional Professional
E-mail
addresses:
• should include
a name or
businesslike
expression
• should not
sound cute or
include
nicknames.
E-mail
addresses such
as:
doodleking@hotmail
.com
hotmama@yahoo.co
m
loverboy@gmail.com
Projecting Professionalism:
E-Mail
Unprofessional Professional
An outgoing
message that
states your name
and provides
instructions for
leaving a
message
An outgoing
message with
distracting
background
music, weird
sounds, or a joke
message
Projecting Professionalism:
Voicemail
Unprofessional Professional
A quiet
background when
you answer the
telephone,
especially if you
are expecting a
prospective
employer’s call
Blaring TV
shows,
thunderous
music, or sports
events playing in
the background
when you answer
the phone
Projecting Professionalism:
Telephone Presence
Unprofessional Professional
•Turning off
phone and
message
notification
during meetings
•using smart
devices only for
business-related
purposes
• Using electronics
during business
meetings for
nonbusiness
purposes or during
conversations with
fellow employees
• raising your voice
• forcing others to
overhear your calls
Projecting Professionalism:
Cell Phones, Tablets
Unprofessional Professional
• Sending
business text
messages only
when necessary
• Sending and
receiving text
messages during
meetings for
nonbusiness
purposes
• texting during
face-to-face
conversations, or
texting needlessly
Projecting Professionalism:
Texting
Unprofessional Professional
Today’s Agenda
Professionalism and Business
Etiquette
Face-To-Face Communication
Telephone Skills
Teamwork
Meetings
Question
s?
Be
specific.
Mentally
outline
your
conversatio
n.
When
possible,
communica
te face-to-
face.
Offer
to
help.
Providing Constructive
Criticism on the Job
Focus on
improveme
nt
Avoid broad
generalizatio
ns.
Keep it
private.
Discuss the
behavior,
not the
person.
Use the
word we
rather than
you.
Avoid
anger,
sarcasm,
and a
raised
voice.
Providing Constructive
Criticism on the Job
Encourage
two-way
communicati
on
Listen
without
interruptin
g.
Paraphras
e what was
said.
Receiving Workplace
Criticism Gracefully
Acknowledge
what you are
hearing.
“I understand
you have a
concern.”
Determine
the
speaker’s
intent.
Learn
from
criticis
m.
Ask for
more
information
if
necessary.Agree – if
the
comments
are
accurate.
Look for a
middle
position.
Receiving Workplace
Criticism Gracefully
Disagree
respectfully and
constructively –
if you feel the
comments are
unfair.
Please review 11.6 “Constructive
Criticism” on page 355.
Read each scenario outlined in
the exercise. Then, with a
partner, identify an appropriate
solution for each.
Today’s Agenda
Professionalism and Business
Etiquette
Face-To-Face Communication
Telephone Skills
Teamwork
Meetings
Making Telephone Calls
Professionally
• Plan a mini-
agenda.
• Use a three-point introduction
1. call the person by name
2. identify yourself
3. give a brief reason for calling
• Be professional and courteous.
Receiving Telephone Calls
Professionally
• Identify yourself immediately.
• Be responsive and helpful.
• Practice telephone confidentiality.
• Take messages carefully.
• Put callers on hold respectfully.
Receiving Telephone Calls
Professionally
When answering, include:
1. your name
2. company name
3. a greeting
Don’t use voice mail to
avoid taking calls.
Prepare a professional,
concise, friendly
greeting.
Respond to messages
promptly.
Plan for vacations and
other extended
absences.
Making the Best Use
of Voice Mail
On the
receiver’s
end:
Be prepared to
leave a message.
Leave a concise,
thorough message.
Speak slowly and
articulate.
Be careful with
confidential
information.
Making the Best Use
of Voice Mail
On the
caller’s end:
Telephone Skills
Please read 11.7 “Telephone Skills”
on page 355.
Then, with a partner, role play
scenario a.
Telephone Skills
Now, role play scenarios d, and e.
Today’s Agenda
Professionalism and Business
Etiquette
Face-To-Face Communication
Telephone Skills
Teamwork
Meetings
Today’s Agenda
Professionalism and Business
Etiquette
Face-To-Face Communication
Telephone Skills
Teamwork
Meetings
Meet face-to-face when the topic is important
and requires an exchange of ideas.
Invite the
right
people.
Distribut
e
an
agenda.
Use a
digital
calendar
for
scheduli
ng.
Train
participants
on
technology.
Start on time, review agenda
and ground rules
Appoint a secretary and a
recorder
Encourage participation
Confront conflict frankly
Summarize along the way
Ending the Meeting
and Following Up
Review
meeting
decisions.
Distribute
minutes
of
meeting.
Remind
people of
action
items.
Keep
your
voice
calm
and
pleasan
t, yet
energeti
c.
Arrive
early
and
come
prepar
ed
Have a
positive
attitude.
Contribut
e
respectfu
lly
Wait for
others
to
finish.
Being a Productive Participant
Follow
up by
completi
ng
assigned
tasks.
Give
credit
to
others.
Use
electron
ic
devices
only for
meeting
-related
tasks.
Help
summari
ze
Express
your
views in
the
meeting
, not
later.
Question
s?
- Professionalism in the Workplace
- Please discuss with your peers
- Developing Professionalism and Business Etiquette Skills
- Slide 6
- Slide 7
- Professionalism Leads to Success
- Projecting Professionalism: Speech Habits
- Projecting Professionalism: E-Mail
- Projecting Professionalism: Voicemail
- Projecting Professionalism: Telephone Presence
- Projecting Professionalism: Cell Phones, Tablets
- Projecting Professionalism: Texting
- Questions?
- Providing Constructive Criticism on the Job
- Receiving Workplace Criticism Gracefully
- Making Telephone Calls Professionally
- Receiving Telephone Calls Professionally
- Making the Best Use of Voice Mail
- Slide 32
- Ending the Meeting and Following Up
- Slide 41
Today’s Agenda
Today’s Agenda
Projecting Professionalism: E-Mail
Today’s Agenda
Providing Constructive Criticism on the Job
Receiving Workplace Criticism Gracefully
Constructive Criticism
Today’s Agenda
Receiving Telephone Calls Professionally
Making the Best Use of Voice Mail
Telephone Skills
Telephone Skills
Today’s Agenda
Today’s Agenda
Every Meeting Ever
Planning a Productive Meeting
Running the Meeting
Being a Productive Participant
Being a Productive Participant
Questions?
Self-Reflection Report Rubric
Levels of Achievement
Criteria Novice Competent Proficient
Conforms to Assignments 60.00 % 80.00 % 100.00 %
Neat and Visually Appealing Format 60.00 % 80.00 % 100.00 %
Coherent Organization 60.00 % 80.00 % 100.00 %
Clear, concise 60.00 % 80.00 % 100.00 %
Professional, Conversational Style 60.00 % 80.00 % 100.00 %
Grammar, Spelling, Sentence Construction 60.00 % 80.00 % 100.00 %
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