Notes on Employment Messages

Writing Employment Messages

FALLACY

FACT

The purpose of a resume is to list all your skills and abilities. A good resume will get you the job you want. Your resume will always be read carefully and thoroughly. The more good information you present about yourself in your resume, the better, so stuff your resume with every positive detail you can think of. If you want a really good resume, have it prepared by a resume service.

The purpose of a resume is to kindle employer interest and generate an interview All a resume can do is get you in the door. In most cases, your resume needs to make a positive impression within 30 or 45 second; only then will someone read int in detail. Moreover, it may be screened by a computer looking for keywords first--and if it doesn’t contain the right keywords, a human being may never see it. You have the skills needed to prepare an effective resume, so prepare it yourself--unless the position is especially high level or specialized. Even then, you should check carefully before using a service.

Writing an Effective Resume

A.    Plan your resume.

-        Analyze your purpose and audience, carefully to make sure your message meets employers needs.

-        Gather pertinent information about your target companies.

-        Select the best medium by researching the preferences of each employer.

-        Organize your resume around your strengths, choosing the chronological, functional, or combination structure.  (Be careful about using the functional structure.)

B.    Write your resume.

-        Keep your resume honest.

-        Adapt your resume to your audience to highlight the qualifications each employer is looking for.

-        Use powerful language to convey your name and contact information, career objective or summary of qualifications, education, work experience, skills, work or school accomplishments, and personal activities and achievements.

C.    Complete your resume.

-        Revise your resume until it is clear, concise, and compelling.

-        Produce your resume in all formats you might need: traditional printed resume in all the formats you might need: traditional printed resume, scannable, plain-text file, Microsoft Word file, HTML format, or PDF.

-        Proofread you resume to make sure it is absolutely perfect.

-        Distribute your resume using the means that cash employer prefers.

Planning Your Resume

• Analyzing Your Purpose and Audience – When you view your resume as a persuasive business message, it’s easier to decide what should and shouldn’t be in it.
• Gathering Pertinent Information
• Selecting the Best Medium
• Organizing Your Resume Around Your Strengths – the key to organizing a resume is aligning your personal strengths with both the general and specific qualities that your target employers are looking for.
• The most successful resume convey seven qualities that employers seek: They demonstrate you (1) think in terms of results, (2) know how to get things done, (3) are well rounded, (4) show signs of career progress and professional development, (5) have personal standards of excellence, (6) are flexible and willing to try new things, and (7) communicate effectively.
•  Although you may want to include a little information in all categories, you’ll naturally want to emphasize the information that does the best job aligning your career objectives with the needs of your target employers—and that does so without misinterpreting the facts. Do you have something in your history that might trigger an employer’s red flag? Here are some common problems and some quick suggestions for overcoming them:

Frequent Job Changes	If you have a number of short-term hobs of a similar type, such as independent and temporary assignments, try to group them under a single heading. Also past job positions were eliminated as a result of layoffs or mergers, find a subtle way to convey that information, (if not in your resume, then in your cover letter). Reasonable employers understand that many otherwise stable employees have been force to job hop in recent years.
Gaps in History	Mention relevant experience and education you gained during employment gaps, such as volunteer or community work.
Inexperience	Mention-related volunteer work. List relevant course work and internships. If appropriate for the position, offer hiring incentives such as “willing to work nights and weekends.”
Overqualification	Tone down your resume, focusing exclusively on the experience and skills that relate to the position.
Long-term Employment with one company	Itemize each position held at the firm show “interior mobility” and increased responsibilities.
Job termination for cause	Be honest with interviews. Show that you’re a hardworking employee and counter their concerns with proof, such as recommendations and examples of completed projects.
Criminal record	You don’t necessarily need to disclose a criminal record or time spent incarcerated on your resume, but you may e asked about it on job application forms. Laws regarding what employers may ask may vary, but if you are asked the question applies to you, you must answer truthfully, or risk being terminated later if the employer finds out. Use the interview process to explain any mitigating circumstances and to emphasize your rehabilitation and commitment to being a law-abiding, trustworthy employee.

  

Organizational Approaches

-        In the chronological resume, the work experience section dominates, and is placed immediately after the name and address and optional objective. You develop this section by listing your jobs sequentially in reverse order, beginning with the most recent position and working backward toward earlier jobs. Under each listing, describe your responsibilities and accomplishments, giving the most space to the most recent position. If you are just graduating from college and have limited professional experience, you can vary this chronological approach by putting your educational qualifications before your experience.   

-        The functional resume, sometimes called a skills resume, emphasizes your skills and capabilities, identifying employers and academic experience in subordinate sections. This pattern stresses individual areas of competence rather than job history.

-        The functional resume is often used by people with limited or spotty employment history, but many employers are suspicious of this format.

-        The combination resume includes the best features of the chronological and functional approaches. One approach is to group your strengths in skills cluster and then list your experience chronologically. Be aware that the combination format is not as commonly used as the chronological format, and it has two major disadvantages: (1) it tends to be longer than the chronological resume, (2) and it can be repetitious if you have to list your accomplishments.

Writing Your Resume

-        Until employers meet you in person, your resume is often the only information they have about you, so make sure the information it contains is clear and compelling.

-        Keeping Your Resume Honest

-        Resume fraud has reached epidemic proportions, but employers fighting back with more rigorous screening techniques.

-        Adapting Your Resume to Your Audience

-        Translate your past accomplishments into a compelling picture of what you can do for employers in the future. In other words, employers are certainly interested in what you’ve done for other organizations in the past, but they’re more interested in what you can do for them in the future.

Composing Your Resume

-        Draft your resume using short, crisp phrases butyl around strong verbs and nouns. Avoid using the word I, which can sound both self-involved and repetitious by the time you outline all you skills and accomplishments. Instead, start your phrases with strong action verbs such as these:

Accomplished	Coordinated	Initiated	Participated	Set up
Achieved	Created	Installed	Performed	Simplified
Administered	Demonstrated	Introduced	Planned	Sparked
Approved	Developed	Investigated	Presented	Streamlined
Arranged	Directed	Launched	Proposed	Strengthened
Assisted	Established	Maintained	Raised	Succeeded
Assumed	Explored	Managed	Recommended	Supervised
Budgeted	Forecasted	Motivated	Reduced	Systemized
Chaired	Generated	Negotiated	Reorganized	Targeted
Changed	Identified	Operated	Resolved	Trained
Compiled	Implemented	Organized	Saved	Transformed
Completed	Improved	Oversaw	Served	Upgraded

Phrase your accomplishments using active statements.

Instead of This	Write Active Statements That Show Results
Responsible for developing a new filing system	Developed a new filing system that reduced paperwork by 50 percent
I was in charge of customer complaints and all ordering problems	Handled all customer complaints and resolved all product order discrepancies
I won a trip to Europe for opening the most new customer accounts in my department	Generated the highest number of new customer accounts in my department
Member of special campus to resolve student problems with existing cafeteria assignments	Assisted in implementing new campus dining program that balances student wishes with cafeteria capacity

Name and Contact Information

-        Be sure to provide complete and accurate contact information; mistakes in this section of the resume are surprisingly common.

-        Your name and contact information constitute the heading of your resume, so include the following:

-        Name

-        Physical Address (both permanent and temporary if you’re likely to move during the hob search process.

-        E-mail address

-        Get a professional-sounding e-mail address for business correspondence (such as firstname.lastname@something.com), if you don’t already have one.

-        Phone number(s)

-        The URL of your personal webpage or e-portfolio (if you have one)

Introductory Statement

You can put one of three things here:

-        Career objective

-        Qualifications summary 

-        Career summary

Body

-        If you are early in your career, your education is probably your strongest selling point.

-        Work, Experience, Skills, and Accomplishments –When you describe past job responsibilities, identify the skills and knowledge that you can apply to a future job. Devote the most space to jobs that are related to your target position.

-        You can include personal accomplishments that indicate special skills or qualities that are relevant to the jobs you’re seeking.

EFFECTIVE CHRONOLOGICAL RESUME

ROBERTO CORTEZ 5687 Crosswoods Drive, Falls Church, Virginia 22046 Home: (703) 987-886 Office: (703) 549-6624 Email: rcortez@silvernet.com International Accounting Management Experienced international accountant and financial analyst with proven leadership planning, negotiating, and intercultural communication skills. Demonstrated ability to improve process efficiency and reduce operating costs. Experience Education Special Skills 3/2006 to present 10/2001 to 3/2005 6/2001 5/1999 Cultural Technical Staff accountant/Financial Analyst Inter-American Imports: Alexandria, Virginia Prepare accounting reports for wholesale giftware importer ($15 million sales). Audit financial transactions with suppliers in 12 Latin American countries. Verify Sarbanes-Oxley process and reporting standards  Serve as project and team leader Created a computerized model to adjust accounts for fluctuations in currency exchange rates Negotiated joint-venture agreements with major suppliers in Mexico and Colombia. Implemented electronic funds transfer for vendor disbursements, improving cash flow and eliminating payable clerk position Staff Accountant Monsanto Agricultural Chemicals: Mexico City, Mexico Handled budgeting, billing, and credit processing functions for the Mexico City branch Audited travel & entertainment expenses for Monsanto’s 30-member Latin American sales force Helped launch an online system to automate all accounting functions, improving reporting accuracy by 65% Master of Business Administration with emphasis in international business George Mason University, Fairfax, Virginia Master of Business Administration Accounting University of Texas, Austin, Texas  Fluent in Spanish and German Extensive business contacts in Latin America Proficient with a wide range of financial software and systems, including Excel, Access, Microsoft Dynamics, and SAP Business One

Brands himself as a management candidate with this title for his qualifications summary—and also subtly expresses his career objective. Succinctly summarizes his qualifications for an international accounting management job; an employer can “get” who he is in a matter of seconds. Uses side headings to make major sections easy to find. Presents specific skills and accomplishments in easy-to-skim bullet format. Doesn’t go into detail about education because he has been out of college for almost a decade. Highlights a few special skills, focusing on talents that employers value in this position.

Writing Application Letters

-        Open letter by capturing the reader’s attention in a businesslike way.

-        Use specific language to clearly state you interests and objectives

-        Build interest and desire in your potential contribution by presenting your key qualifications for the job like your education, experience, and personal qualities to the job requirements.

POOR	IMPROVED
I completed three college course in business communication, earning an A in each house, and have worked for the past year at Imperial Construction.	Using the skills gained from three semester of college training in business communication, I developed a collection system for Imperial Construction that reduced annual bad-debt losses by 25 percent. Emphasizing a win-win scenario for the company and its clients with incentives for on-time payment, the system was also credited with improving customer satisfaction.

-        Outline salary requirements only if the organization has requested that you provide them.

-        Request an interview at a time and place that is convention for the reader.

-        Make it easy to comply with your request by providing your complete contact information and good times to reach you.

-        Adapt your style for culture variations, if required.

EFFECTIVE APPLICATION LETTER

June 16, 2009 Ms. Patricia Downings Store Manager Wal-Mart 840 South Oak Town Falls, IA 50126 Dear Ms. Downing: You want retail clerks and managers who are accurate, enthusiastic, and experienced. You want someone who cares about customer service, who understands merchandising, and who can work with others to get the job done. When you are ready to hire a manager trainee or a clerk who is willing to work toward promotion, please consider me for the job. Working as a clerk and then as an assistant manager in a large department store has taught me how to anticipate customer problems and deliver the type of service that keeps customers coming back. Moreover, my recent BA degree in retailing, which encompassed such courses such as retailing marketing, management, and business information systems, will provide your store with a well-rounded associate. (Please refer to my enclosed resume for more information.) You’ll find that I am interested in every facet of retailing, eager to take on responsibility, and willing to continue learning thought my career. I understand that Wal-Mart prefers to promote its managers from within the company, and I would be pleased to start with an entry-level position until I gain the necessary experience. Do you have any associate positions opening up soon? Could we discuss my qualifications? I will phone you early next Wednesday to arrange a meeting at your convenience. Sincerely, Glenda Johns

Gains attention in the first paragraph by speaking directly to the reader’s needs. Points out personal qualities that aren’t specifically stated in her resume. Builds the reader’s interest by demonstrating knowledge of the company’s policy regarding promotion. Focuses on the reader and displays the “you” attitude, even though the last paragraph uses the word “I.”

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Notes on Writing Negative Messages

Creating Negative Messages

A.  Choose the right approach for the situation.

-        Consider using the direct approach when the audience is aware of the possibility of negative news, when the reader is not emotionally involved in the message, when you know that the reader would prefer the bad news first, when you know that firmness is necessary, and when you want to discourage a response.

-        Consider using the indirect approach when the news is likely to come as a shock or surprise, when the news is likely t come as a shock or surprise, when your audience has a high emotional investment in the outcome, and when you want to maintain a good relationship with the audience.

EXAMPLES OF NEGATIVE PHRASINGS

POSITIVE ALTERNATIVES

Your request doesn’t make any sense.   The damage won’t be fixed in a week.   Although it wasn’t our fault, there will be an unavoidable delay in your order.     You are clearly dissatisfied.   I was shocked to learn that you’re unhappy.     Unfortunately, we haven’t received it. The enclosed statement is wrong.

Please clarify your request.   The item will be repaired next week.   We will process your order as soon as we receive an aluminum shipment from our supplier, which we expect to happen within 10 days.   I recognize that the product did not live your expectation.   Thank you for sharing your concern about your shopping experience.   The item hasn’t arrived yet.   Please verify the enclosed statement.

B.  For the indirect approach, open with an effective buffer.

-        Establish common ground with audience.

-        Validate the request, if you are responding to a request.

-        Don’t trivialize the reader’s concerns.

-        Don’t mislead the reader into thinking the coming news might be positive.

C.  Provide reasons and additional information.

-        Explain why the news is negative.

-        Adjust the amount of detail to fit the situation and the audience.

-        Avoid explanations when the reasons are confidential, excessively complicated, or irrelevant to the reader.

-        If appropriate, state how you plan to correct or respond to the negative news.

-        Seek the advice of company lawyers if you are unsure what to say.

D.  Clearly state the bad news.

-        State the bad news as positively as possible, using tactful wording.

-        To help protect readers’ feelings, de-emphasize the bad news by minimizing the space devoted to it, subordinating it, or embedding it.

-        If your response might challenge in the future if circumstances change, explain the conditions to the reader.

-       Emphasize what you can do or have done rather than what you can’t or won’t do.

E.  Close on a positive note.

-        Express best wishes without being falsely positive.

-        Suggest actions readers might take, if appropriate, and provide them with necessary information.

-        Encourage further communication only if you’re willing to discuss the situation further.

-        Keep positive outlook on the future.

Handling Bad News about Transactions

-        Reset the customer’s expectations regarding the transaction.

-        Explain what happened and why, if appropriate.

-        Explain how you’ll resolve the situation.

-        Repair any damage done to the business relationship, perhaps offering future discounts, free merchandise or other considerations.

-        Offer a professional, businesslike expression of apology if your organization made a mistake.

Refusing Claims

-        Use the indirect approach because the reader is expecting or hoping for a positive response.

-        Indicate your full understanding of the nature of the compliant.

-        Explain why you are refusing the request, without hiding behind company policy.

-        Provide an accurate, factual account of the transaction.

-        Emphasize ways things should have been handled rather than dwelling on the reader’s intelligence.

-        Avoid any appearance of defamation.

-        Avoid expressing personal opinions.

-        End with a positive, friendly, helpful close.

-        Make any suggested action easy for readers to comply with.

Letter Refuting a Claim

Dear Mr. Lindmeier:   Thank you for your letter about the battery release switch JVC digital camera. Village Electronics believes, as you do, that electronic equipment should be built to last. That’s why we stand behind our products with a 90-day warranty.   Even though your JVC camera is a year old and therefore out of warranty, we can still help. Please package your camera carefully and ship it to our store in Hannover. Include your complete name, address, phone number, and a brief description of the malfunction, along with a check for $35 for an initial examination. After assessing the unit, we will give you a written estimate of the needed parts and labor. Then just let us know whether you want us to make the repairs—either by phone or by filling out the prepaid card we’ll send you with the estimate.     If you choose to repair the unit, the $35 will be applied toward your bill, the balance of which is payable by check or credit card. JVC also has service centers available in your area. If you prefer to take the unit to one of them, please see the enclosed list.   Thanks again for inquiring about our service. I’ve also enclosed a catalog of our latest cameras and accessories, in which you’ll find information about JVC’s “Trade –Up Special.” If you’re ready to move up to one of the newest cameras, JVC will over a generous trade-in allowance on your current model.   Sincerely,   Walter Brodie Customer Service Manager

Buffers the bad news by emphasizing a point the reader and writer both agree on   Puts a company’s policy in a favorable light   States bad news indirectly, tactfully leaving the repair decision to the customer         Helps sooth e the reader with a positive alternative       Closes by blending sales promotion with an acknowledgment of the customer’s interest

Email Message Providing Bad News about Company Operations

Hello everyone,   Thank you for your continuing efforts to make Sybervantage a leader in video game development. Recent reports indicate that we captured a 10% increase in market share over the second quarter of last year. That increase is directly attributable to your energy and enthusiasm.   Now we’re facing a situation that will put up to the test. As you know, we have been working to develop concept games based on Warner Brothers’ Looney Tunes characters. We currently have eight games in various stages of development. However, we’ve just learned that Warner has turned down our requests for licensing agreements. Money wasn’t an issue; we offered them top dollar. I believed that Warner saw the tremendous potential and simply decided to develop its own character-based games.   On August 29, we will hold day-long meetings here in Orlando to discuss our options. We’d like all of you to be present. Our purpose will be to decide whether we want to pursue another licensing agreement or to develop games based on our own characters. Meeting will take place at the Ramada Renaissance by the airport, form 9:00 AM to 5:00 PM. Lunch will be provided.   We have an opportunity to reshape Sybervantage for the future. Our company has enormous potential, and I’m looking forward to the synergy we can create.   See you there, Frank Leslie President

Opens on a complimentary note and buffers the bad news with some good news about sales     Moves readers form good news to bad news with an effective transition   Presents the bad news along with the possible explanations     Involves readers form good news to bad news with an effective transition         Closes by being positive, looking toward of the future, and encouraging the audience

Writing Negative Employment Messages

A.  Refusing requests for employee references and recommendation letters

-        Don’t feel obligated to write a recommendation letter if you don’t feel comfortable doing so.

-        Take a diplomatic approach to minimize hurt feelings.

-        Compliment the reader’s accomplishments

-        Suggest alternatives, if available.

B.  Rejecting job applicants

-        If possible, respond to all applicants, even if you use only a form message to acknowledge receipt.

-       If you use the direct approach, take care to avoid being blunt or cold.

-        If you use the indirect approach, don’t mislead the reader in your buffer or delay the bad news for more than a sentence or two.

-        Clearly state why the applicant was rejected.

-        Suggest alternatives if possible.

Email Message Rejecting a Job Applicant

Dear Ms. Decicco:   Thank you for considering Bradley Jackson as the place to launch your career in accounting.   In light of the reporting complexities now imposed on the accounting profession by Sarbanes-Oxley and other recent legislation, the executive team has decided it would be wise to bolster our skill base with someone who has extensive industry experience.We have therefore filled the position with a more experienced candidate.   Your resume and credentials show you to be a deserving for entry-level positions. Your candidate academic record and previous work experience certainly indicate your willingness to work hard. Those of us who had the opportunity to talk with you believe that your ability to communicate well certainly help you achieve an excellent position in a recognized accounting firm.   In the meantime, we would like to keep  you information on file for six months, in case position requiring less experience opens up in the near future.

Buffers the upcoming bad news with a sincere thanks for being considered   Further sets the stage for negative news by thoughtfully explaining the context in which the decision was made   Presents the bad news as a logical consequence of the decision-making process   Moderates the bad news with news with honest, specific encouragement   Closes in a respectful, positive manner

C. Giving negative performance reviews

-        Maintain an objective and unbiased tone.

-        Use nonjudgmental language.  

-        Make sure negative feedback is documented and shared with the employee.

-        Don’t avoid confrontations by withholding negative feedback.

-        Ask the employee for a commitment to improve.
 

D. Terminating employment

-        State your reasons accurately and make sure they are objectively verifiable.

-        Avoid statements that might expose your company to a wrongful termination lawsuit.

-        Consult company lawyers to clarify all terms of the separation.

-        End the relationship on terms as positive as possible.

Technical Writing Portfolio Part 2

Revise the following messages so that they follow the given guidelines. Rewrite them as complete business letters by adding the necessary details.

MESSAGE 1

Dear Traveling Executives:

We need you start using some of the budget suggestions we are going to issue as a separate memorandum. These include using videoconference equipment and web conferencing instead of traveling to meetings, staying in cheaper hotels, arranging flights for cheaper times, and flying from less-convenient but also less-expensive suburban airports.

The company needs to cut travel expenses by 50 percent, just as we’ve cut costs in all departments of Black & Decker. This means you’ll no longer be able to stay in fancy hotels and make last-minute, costly changes to your travel plans.

You’ll also be expected to avoid hotel surcharges for phone calls and Internet access. If the hotel you want to stay in doesn’t offer free wireless, go somewhere else. And never, NEVER return a rental car with empty tank! That causes the rental agency to charge us a premium price for the gas they sell when they fill it up upon your return.

You’ll be expected to make these changes in your travel habits immediately.

Sincerely,

M. Juhasz

Travel & Meeting Services

MESSAGE 2

I am responding to your letter about six weeks ago asking for an adjustment on your wireless hub, model WM39Z. We test all our products before they leave the factory; therefore, it could not have been our fault that your hub didn’t work.

If you or someone in your office dropped the unit, it might have caused the damage. Or the damage could have been caused by the shipper if he dropped it. If so, you should file a claim with the shipper. At any rate, it wasn’t our fault. The parts are already covered by warranty. However, we will provide labor for the repairs for $50, which is less than our cost, since you are a valued customer.

We will have a booth at the upcoming trade show there and hope to see you or someone form your office. We have many new models of hubs, routers, and other computer gear that we’re sure you’ll want to see. I’ve enclosed our latest catalog. Hope to see you there.

MESSAGE 3

I regret to inform you that you were not selected for your summer intern program at Equifax. We had over a thousand resumes and cover letters to go though and simply could not get them all. We have been asked to notify everyone that we have already selected students for the 25 positions based on those who applied early and were qualified.

We’re sure you will be able to find a suitable position for summer work in your field and wish you the best of luck. We deeply regret any inconvenience with our reply.