CHAPTER THREE

EMPLOYMENT
COMMUNICATION

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Employment Communication
Dina was nervous and fidgeted with her briefcase strap for a
moment. She couldn’t think of what or how much to expect
in the upcoming meeting. The door to the inner office
opened, and a woman came out and introduced herself.
Dina thought the woman was friendly but not overly so. She
had probably held several similar discussions throughout
the morning. Dina followed her into the office and took a
seat at the table. There were two other people seated at
the table. The woman sat down and said, “So, let’s begin by
telling us about yourself.”

So began Dina’s job interview with a chemical technology

products manufacturing firm. What actually employers want
in a job applicant? How should Dina – or anyone else in an
employment interview – conduct himself/herself to make
the best possible impression?

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Stages of Employment Communication

1. The Pre-Interview Stage

2. The Interview Stage
3. The Post-Interview Stage

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The Pre-Interview Stage

 Research
 The Resume/Curriculum Vitae
(CV)
 The Application Letter/Cover
Letter

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1. Research

 Where do you find a job?

 What are the positions you are qualified
for?
 Why research?
- Tailor your resume & application
letter
- Stand out from other candidates
- Culture?
- Questions?
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2. The Resume/CV

 Describes your skills, education &

work experience
 Many different categories
 Three parts:
1. Headings
2. Leads
3. Descriptions
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Headings

 Classify specific information

 Flags that signal individual areas
of accomplishments
 Should be concisely phrased
 Should be highlighted –
boldfaced & use CAPITAL
LETTERS
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Leads

 First information under each

heading
 Include the most important
information
 Emphasize by using boldface or
underlines
 Don’t use abbreviations – write in
full

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Headings & Leads

EDUCATION
× University Kuala Lumpur Malaysian Institute of
Chemical & Bioengineering Technology, June
2006. Diploma in Chemical Engineering
Technology.

EDUCATION
√ Diploma in Chemical Engineering Technology
(Polymer), University Kuala Lumpur Malaysian
Institute of Chemical & Bioengineering
Technology, June 2006.

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Headings & Leads

WORK EXPERIENCE
× City of Tacoma, Chamber of Commerce,
summer intern Public Relations
Department. Summer 2006.

WORK EXPERIENCE
√ Intern in Public Relations, Chamber of
Commerce, Tacoma, Washington.
Summer 2006.

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Descriptions

 Include ALL information that follow

the lead
 Provide details and actions
 Use action words and specific
quantification
 End action words in “-ed” rather
than in”-ion” or “-ing”
 Emphasize on the individual, not
the act

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 Descriptions

WORK EXPERIENCE
WORK EXPERIENCE
Instructor/Leader – Yellowstone Natural
Adventures, West Yellowstone, Montana.
Yellowstone Natural Adventures.
Served as a white-water guide for five
Summers 2002-2006. Worked as
extended trips each summer into
a summer guide in white-water
Yellowstone National Park area.
rafting in Yellowstone National
Instructed 15-20 participants on each
Park. Duties included interacting
trip in safety guidelines and proper use of
with tourists, instructing them in
marine and flotation equipment. Supervised
proper safety guidelines and
three assistants to ensure that proper
equipment use, giving
procedures were carried out in all areas
presentations about the park,
of camping, rafting and managing natural
and overseeing proper
resources. Recognized by supervisors as
campsite set up and
outstanding with “Summer Employee of
breakdown.
the Year” award in 2003 and 2005.
Summer 2002-2006.
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Good Descriptions…

 Focus on transferable skills

 Don’t just relate job duties in a list
 Include skills, experience, work experience
that employers seek:
- Effective communicators
- Self-motivated
- Trustworthy
- Can complete projects effectively
- Work well with others
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Resume Writing Tips

DO… DON’T…
Include information that is relevant Include irrelevant
to your experiences and abilities.
 Name information.
Address and phone numbers “CV,” “Resume” or other
Job objective (optional)
Education: degree, date, institution,
document title
GPA/CGPA (optional – and only if Availability
above 3.0)
Employment history: job title, Personal information
company, location, dates, (height, weight, marital
responsibilities
status, etc.)
Professional affiliations (if any)
Honours (if any) and activities Salary desired (unless
Computer/language skills required)
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Resume Writing Tips

DO… DON’T…
Always use action verbs to Offer simple list of duties
describe what you did. or responsibilities.
Example: “Supervision” becomes
“Supervised”
Emphasize abilities and
experiences.
Show how they are relevant and/or
transferable.
Use consistency in writing Be inconsistent in structure or
structure and style. style.

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Resume Writing Tips

DO… DON’T…
Write words in full. Use contractions/abbreviations.

Make the document visually Be concerned only with

appealing. getting the information
Be sure it is visually balanced. somewhere on the document.
Use white space skilfully.
Individualize your CV. Copy a CV format from someone
Consciously think about the form and else or a generic format.
content.
Be aware of headings and leads and
their placement.
Consider what is most important and
then prioritize and emphasize it.

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Resume Writing Tips
DO…
Be specific about identifying
and clarifying projects,
successes, supervising
experiences.
Have a flawless CV.
Use professional-looking,
high-quality paper.
Use neutral, classy CV paper
(off-white, ivory, etc.)
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DON’T…
Offer only vague descriptions
of jobs or activities.
Make typographical errors or
“correct” errors manually.
Use ordinary typing paper or
use coloured, flashy paper to
be “different” and stand out
from other candidates.
17
Ineffective vs. Effective Resume
EDUCATION
2000-2003. Universiti
Utara Malaysia (UUM),
BBA in Marketing
1998-2000. Kolej
Lagenda, Diploma in
Marketing.
EDUCATION
Bachelor in Business
Administration,
Major in Marketing.
Universiti Utara
Malaysia (UUM), 2000-
2003.
Diploma in
Marketing. Kolej
Lagenda, 1998-2000.

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Ineffective vs. Effective Resume
WORK EXPERIENCE
April 2005-present, Macy’s
Apparels, Taman Sungei Besi,
Kuala Lumpur.
Sales Associate: learning the
basic skills of salesmanship.
Responsible for assisting
customers, displays, and
inventory control.
Commended by supervisors
for superior levels of
customer service.
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WORK EXPERIENCE
Sales Associate. Macy’s Apparels,
Taman Sungei Besi, Kuala Lumpur, April
2005-present
 Work 40+ hours a week
 Assist customers with clothing purchases, make
recommendations, and provide creative options in
women’s and children’s clothing departments
 Design and build displays for new items every
week. Seek feedback and institute suggestions for
displays
 Manage inventory by tabulating stock and
inventory control sheets in two largest
departments in the store
 Train part-time workers during the season rush.
Last year was promoted to train all incoming sales
associates in a two-hour training session,
“Assisting customers with selections and
purchases.”
 Commended by supervisor for “superior levels of
customer service” in recent performance
assessment
19
Ineffective vs. Effective Resume
COMPUTER/LANGUAGE COMPUTER/LANGUAGE
ABILITIES ABILITIES

ABILITIES PROFICIENCY
Bahasa Melayu – good
English – ok Bahasa Melayu: Excellent/Excellent
Microsoft Office – ok written/spoken
English: Good/Good
written/spoken
Mandarin: Fair/Fair
written/spoken
Microsoft Office Good

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Ineffective vs. Effective Resume
REFERENCES REFERENCES

Dr Mariam Azman Prof Dr Mariam binti

Dean, Faculty of Azman
Economics & Marketing Dean, Faculty of Economics &
Marketing
UUM Sintok Kedah Universiti Utara Malaysia
06000 Sintok
Kedah
Office: 04-5678901
E-mail: drmariam@econ.uum.edu.my

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3. The Application/Cover Letter

 Explains & highlights how your

abilities, skills & experience fit job
requirements
 Convinces reader you deserve a
“second look” by being granted an
interview

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Organization/Format

 Fully-blocked layout with open

punctuation
- Businesslike
- Simple
- Professional
 All parts of letter begin at left margin

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Organization/Format

Three sections/parts:
1. The Introduction
2. The Body
3. The Conclusion

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The Introduction

 Mention position applied for

 How did you find out about vacancy
 If from newspapers, indicate name &
date
 If from Internet, indicate website &
date
 If from words of mouth, indicate
name & title
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The Introduction

I am interested to apply for the

post of Marketing Executive as
advertised in The Star dated 8
March 2007.

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The Body

States 3 items:
1. Education Background
2. Work Experience
3. Personal Characteristics

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The Body

I graduated from Universiti Utara Malaysia (UUM) in 2003, where I

studied in Bachelor in Business Administration (BBA), majoring in
Marketing. Before that I studies in Kolej Lagenda, taking up Diploma in
Marketing in 1998-2000.

I have a total of 5 years of experience working in different places. I am

currently employed as a sales associate in Macy’s Apparels, Taman
Sungei Besi. I have also worked in Guardian Food & Drugstore for 3
years since March 2002 (while I was still pursuing my bachelor’s
degree in UUM) until March 2005.

As a person, I am highly motivated and possess excellent interpersonal

skills. As shown in my resume, I was recently recognized as “superior
in customer service.” Other than that, I am also a fast learner and able
to work under minimal supervision.

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The Conclusion

 Refer to your enclosed items

- Resume
- Certificates
 Mention your contact number(s)
 Refer to job interview

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The Conclusion

Enclosed are my resume and

certificates. I look forward to
hearing from you soon and shall be
happy to attend an arranged
interview. I can be contacted at
012-3456789.
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The Interview Stage

 How to distinguish yourself from

other candidates?
 You must make a lasting impression:
confidence, competence &
professionalism
 Both words & actions count
 Verbal & nonverbal communication

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Non-Verbal Communication

1. Attire/Dressing
- Men
- Women
2. Body Cues
- Punctuality
- Firm Handshake
- Appropriate Eye Contact
- Friendliness
- Enthusiasm
- Confidence

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Verbal Communication

 What are your answers

 How well you answer questions
 Four-step procedure when
answering:
1. State your answer briefly
2. Explain your statement
3. Provide concrete examples or testimony
4. Reconnect your answer to original
question
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Verbal Communication

Q: How does your previous experience relate to this position?

A: I just completed an internship at a local TV station that
required skills similar to those for this position. As a
production assistant, I worked closely with the producer to
prepare every 8 p.m. news broadcast. Although I started out
doing clerical work, in a few weeks I was making decisions
about who should be interviewed, what questions should be
included and which news to prioritize. My experiences in the
internship have taught me to be an effective communicator,
and I have developed excellent oral and written
communication skills. I learned to carry out and complete
daily and monthly projects. My position taught me to make
good decisions under pressure. Good communication skills,
project development and experience with making tough
decisions are precisely the traits required for this position.

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Verbal Communication

Successful candidates:
 Make reference to the company
 Support their claims
 Actively participate in the process of
being interviewed
 Exhibit natural but enthusiastic
delivery
 Ask good questions
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Top Ten Tips for Better Interviews

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The Post-Interview Stage

 Send a thank you note

- Refer to interview
- Provide any additional information
(if any)
- If you don’t want the job, tell them
- If you are still interested, tell them

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Sample Thank You Letter
Aliah binti Ahmad
154, Jalan RS 11/2
Taman Rasa Sayang
70000 Melaka

20 April 2007

Mr Richard Ong
Human Resources Manager
Global Communications Ltd
Lot 143-146 Taman Perindustrian Oakland
78912 Seremban 2
Negeri Sembilan

Dear Mr Ong

A THANK YOU NOTE

Thank you for the opportunity to attend an interview with you last Monday, 16 April
2007, to discuss the position of a Marketing Executive at Global Communications Ltd. I
was pleased to attend the interview and learn more about your company. And I
especially would like to thank you for considering me for the position.

I look forward to hearing from you soon.

Thank you.

Yours sincerely
EGL 2042/JAN 07 38
Aliah Ahmad
Getting the Job Offer

 Consider issues critical to you – both

personally & professionally
 Company’s objectives
 Company’s activities
 Professional atmosphere
 Personal atmosphere
 Location
 Cost of living
 Cultural & recreational opportunities

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Getting the Job Offer (cont’d)

 Consider issues critical to you – both

personally & professionally
 Will you be happy?
 Opportunities for continues learning &
growth
 Do you just want some experience
before moving on?
 Your own desires & goals vs. job
expectations

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Salary Negotiation

 Learn about industry’s standard salary

 Talk to people, consult classified ads, consult
other reliable sources
 Consider benefits offered
 Insurance & health coverage
 Profit sharing & stock plans
 Bonuses, increments
 Retirement funds
 Annual leave

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Salary Negotiation (cont’d)

 Requests for more pay than offered

should be based on advanced
education or skills, or industry
standards
 Think of your options
 How many offers do you get?
 How long have you been unemployed?

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Salary Negotiation (cont’d)

 If you accept the position, call them &

sign documents provided (offer letter)
 If you reject the offer, show courtesy
 Write a formal letter of rejection
 Maintain professional good manners
 Don’t burn bridges or make negative
impression
 Write reasons in honest but tactful way
 Thank them

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Dealing with Rejection

 Rejection of your candidacy vs. rejection of

you personally
 Keep rejection in perspective
 Try to get feedback
 Send a thank you note anyway
 Seek support
 Use the rejection as a learning experience
 Learn from experience so that the next interview
will be more successful

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