business communication report

PROJECT REPORT

ON

“BUSINESS COMMUNICATION”

Submitted to the

MOHANLAL SUKHADIA UNIVERSITY UDAIPUR

For the

Partial fulfillment of the requirement

For the degree of

“BACHLOR OF COMPUTER APPLICATION”

2012-2013

Under the supervision of:                                                                           Submitted by:

Mrs. Tanuja jain                                                                                          

(Lecturer,APC college)                                                                                   BCA II^year

^{APC COLLEGE}

^{PRATAPGARH(RAJ.)}

^CERTIFICATE

^{This is to certify that this project work entitled}

^{“BUSINESS COMMUNICATION”}

^{Has been carried out successfully by}

^{RAHUL PATIDAR}

^of

^{BCA second year}

^{During academic Year 2012-2013}

^{In fulfillment of requirement of}

MOHANLAL SUKHADIA UNIVERSITY,UDAIPUR(RAJ.)

For the award of Bachelor’s degree

Project Guide                                                      Principal

^{APC COLLEGE}

^{PRATAPGARH (RAJ.)}

^CERTIFICATE

^{This is to certify that this project work entitled}

^{“BUSINESS COMMUNICATION”}

^{Has been carried out successfully by}

^RAHUL&gopal

^of

^{BCA second year}

^{During academic Year 2012-2013}

^{In fulfillment of requirement of}

MOHANLAL SUKHADIA UNIVERSITY,UDAIPUR(RAJ.)

For the award of Bachelor’s degree

Internal Examiner                         External Examiner

ACKNOWLDGEMENT

“Nothing is more terrible than activity without insight” , this is a moment of substantial enhancement ,

We have hardly enough  words to express our gratitude towards those who were constantly involve

Us during this project with a sense of gratitude and respect ,we would like to extend our heartiest

Thanks to all those who helped me out and guided me for successful completion of project.

First of all, I want express sincere thanks  to  Mr. Amit Jain ( Director, APC College) and Dr  Sanjay Geel  (Principal, APC College)for providing me opportunity and motivate me to do Bachlor of Computer Application and giving me valuable support and guidance through my project.

From bottom of my heart  I thank mrs. Tanuja Jain (project Guide)  and all faculty members of APC College for providing me support and guidance for completion of the project. He was always there with me when I needed any type of guidance . His guidance and inspiration changed this project into fruitful exercise.

At last my special thanks to all those individuals who contributed a lot but their names are not mentioned above

                                                                                                Rahul PATIDAR

INDEX

S.NO	TOPIC	PAGE NO.
	CONCEPTUAL
1	BUSINESS PROPOSALS
2	GROUP DISCUSSION
3	FORMAL LETTER
4	RESUME WRITING
5	WRITING EMAIL
6	WRITING LETTER
7	INTERVIEW SKILLS
8	TELEPHONE ETIQUETTES
9	WRITING NOTICES
10	MOCK INTERVIEW

BUSINESS COMMUNICATION

INTRODUCTION

The word “communication” derived from the Latin word ‘communicare’ that means to impart, to

participate, to share or to make common. It is a process of exchange of facts, ideas, opinions and as a means that individual or organization share meaning and understanding with one another. In other words, it is a transmission and interacting the facts, ideas, opinion, feeling and attitudes.

It is the ability of mankind to communicate across barriers and beyond boundaries that has ushered the progress of mankind. It is the ability of fostering speedy and effective communication around the world that has shrunk the world and made ‘globalization’ a reality. Communication had a vital role to play in ensuring that people belonging to a particular country or a culture or linguistic group interact with and relate to people belonging to other countries or culture or linguistic group. Communication adds meaning to human life. It helps to build relationship and fosters love and understanding. It

enriches our knowledge of the universe and makes living worthwhile.

DEFINITIONS OF COMMUNICATION

According to C.G brown Business comm. Is process of message and person which are associated with business .

It consists of channels of communication.

Types of business communication

1)    Non-verbal communication

2)   Verbal or oral communication

3)   Written communication

4)   Audio visual communication                                                                                            

(1)            Non-verbal communication

This is process of communication in which persen usre is express by way of signal in order to communication his message. There is no use of word because a persen can express his felling why his body  language

Advantage of non-verbal communication

1)    Reliability

2)    Quickness

3)    Economic

4)    Accurate  understand

Disadvantages of non-verbal communication

1)    Lack of secrecy

2)    Misrepresentation

3)    Physical

4)    Applicable only in brief message

5)    Difficult to study

6)    Difficult in collection information

7)    No written

(2)            Verbal communication

Verbal communication refers to the use of sounds and language to relay a message. It serves as a vehicle for expressing desires, ideas and concepts and is vital to the processes of learning and teaching. In combination with nonverbal forms of communication, verbal communication acts as the primary tool for expression between two or more people.

Advantage of verbal communication

1) Oral Communication saves time. 2) There is immediate feedback. 3) Oral communication saves money. 4) In Oral communication, there is less formality

Disadvantages of verbal communication

1)      Oral Communication can be misunderstood more easily compared to written communication. 2) If we consider the legal point of view, oral communication has little value as there is no permanent record or proof of what has been said. 3) Oral Communication requires a good speaker otherwise it will not be meaningful.

(3)            Written communication   

Written communication is the process of communicating a message by creating a hard copy of the message. Multiple types of written communication are used in the system development life cycle; thus, some guidelines to follow to help make the communication successful will be covered in this lesson.

Advantage of written communication

1)      It provides ready records and references.

2)      Legal defenses can depend upon written communication as it provides valid records.

3)      Written communication is more precise and explicit.

4)      It is a permanent means of communication. Thus, it is useful where record maintenance is required.

Disadvantages of written communication

1)   Too much paper work and e-mails burden is involved.

2)   Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message takes time.

(3) Audio visual communication

To days films ,video, caset , video confining,movies camera and  computer  are being used at a larger scale in  various activates like meeting conference, server advertisement.

(1)        Memo

A memo is a document typically used for communication within a company. memos can be as formal as a business letter and used to present a report. However, the heading and overall tone make a memo

different from a business letter. Because you generally send memos to co-workers and colleagues, it is not required to include a formal salutation or closing remark. It is important to have your audience and purpose clearly defined, because this will help you determine what information to include and how best to convey it. A memo is:

• a hard-copy (sent on paper) document
• used for communicating inside an organisation
• usually short
• contains To, From, Date, Subject Headings and Message sections
• does not need to be signed, but sometimes has the sender's name at the bottom to be more friendly, or the sender's full name to be more formal. If in doubt, follow your company style.

Purpose of a Memo

Usually you write memos to inform readers of specific information. You might also write a memo to

persuade others to take action, give feedback on an issue, or react to a situation. However, most memos communicate basic information, such as meeting times or due dates. While memos are a convenient channel to communicate, it is always necessary to determine if a meeting is more appropriate. For example, pretend your team needs to make a very important financial decision. A memo can ask for that information from team members and request a response by a specific date.

How to write a memo

Memos should have the following sections and content:

1. Memos should have the following sections and content:
   A 'To' section containing the name of the receiver. For informal memos, the receiver's given name; e.g. 'To: Andy' is enough. For more formal memos, use the receiver's full name. If the receiver is in another department, use the full name and the department name.  It is usually not necessary to use Mr., Mrs., Miss or Ms unless the memo is very formal.
    
2. A 'From' section containing the name of the sender. For informal memos, the sender's other name; e.g. 'From: Bill' is enough. For more formal memos, use the sender's full name. If the receiver is in another department, use the full name and the department name. It is usually not necessary to use Mr., Mrs., Miss or Ms unless the memo is very formal.
    
3. A 'Date' section. To avoid confusion between the British and American date systems, write the month as a word or an abbreviation; e.g. 'January' or 'Jan'.
    
4. A Subject Heading.
    
5. The message.
   Unless the memo is a brief note, a well-organised memo message should contain the following sections:
1. Situation - an Introduction or the purpose of the memo
2. Problem (optional) - for example: "Since the move to the new office in Kowloon Bay, staff have difficulty in finding a nearby place to buy lunch."
3. Solution (optional) - for example: "Providing a microwave oven in the pantry would enable staff to bring in their own lunchboxes and reheat their food."
4. Action - this may be the same as the solution, or be the part of the solution that the receiver needs to carry out; e.g. "we would appreciate it if you could authorise up to $3,000"
5. Politeness - to avoid the receiver refusing to take the action you want, it is important to end with a polite expression; e.g. "Once again, thank you for your support.", or more informally "Thanks".
    
6. Signature
   This is optional.

For the exercise, please exit the slideshow.

Advantages

1. Inexpensive: Because of its hand to hand circulation within the organization, it is inexpensive means of communication.
2. Convenient: It is convenient to write and read memo, as all headings like date, person, etc. are usually printed in standardized format. Therefore, Memos take comparatively less lime for writing, transmission and reading than letters.
3. Future reference: Memos are usually stored in office files or computer discs. As a result of their preserving they can be used for future references.
4. Quick: Memos ensure quick and smooth flow of information in all directions. With exchange of memo, the busy executives and employees can interact with each other without disturbing their routine,
5. Establishes accountability: As memos are records of facts and decisions, they establish the accountability. Therefore some organizations prefer to use memos even for small events and requests than telephone or verbal conversations.

Disadvantages

Though writing memo provides the advantages of, convenience, accountability and time saving; yet it is not free from certain disadvantages stemming at emotional level. It is very common: hat people feel hurt when they are issued memo for something bad. But there are certain extreme situations, where the question of fixing responsibility arises, memos have to be issued.

The executives should avoid frequent use of memos especially in situations like calling explanations. The person whom written explanations are issued feels embarassed and consequently tries to react through back-bitings, etc. This pollutes the organizational environment and creates cynicism which is harmful for the organizational growth and creativity.

To bring a change in the organization, issuing memos will not serve the purpose. Before -issuing memos, executives and employees of different levels should be involved. Remember the chain of understanding should always precede the chain-of-command.

Example Memos

MEMO To: Katherine Chu, Regional Manager From: Stephen Yu, Sales Date: Subject: Notification of My Resignation I am writing to inform you of my intention to resign from G & S Holdings. I have appreciated very much my four years working for the company. The training has been excellent and I have gained valuable experience working within an efficient and professional team environment. In particular, I have appreciated your personal guidance during these first years of my career. I feel now that it is time to further develop my knowledge and skills base in a different environment. I would like to leave, if possible, in a month's time on This will allow me to complete my current workload. I hope that this suggested arrangement is acceptable to the company. Once again, thank you for your support.

   

(2)Notice

A notice is a very short piece of writing which is usually formal in style. It is widely used by individuals and organizations to announce events and celebrations, births and deaths, occasions like inaugurations or sales, to issue public instructions, to make appeals and to extend invitations besides issue notices of termination to the employees or other way round ie notice of leaving the job from the employee to the employer. Most notices are meant to be pinned up or pasted on special boards meant for this specific purpose only. There must be one or more such notice board in the school and other organization. Whereas notices issued by the Government departments and other big organization also appear in various newspapers.

How to Write a Notice

Writing an effective notice is a kind of art that can be acquired with practice with keeping some basic points in mind while writing them out. Your notice should give complete information and must be written in a clear and lucid style and easily understandable language.

Content that a good effective notice must include in it are:

• Name of the Organization, Institution or Office issuing it.
• Date of issuing of a particular notice.
• The heading ‘Notice’ to make it very clear.
• A suitable description/ eye-catching caption or heading to hold the immediate attention of the reader.
• Purpose for which it has been written like calling a meeting, drawing attention, making an appeal or informing general public about some issue of concern etc.
• Details of schedule i.e. date, time, venue, programme, duration etc. in case the notice is about an event to be organized in the near future.

Format of Notice Writing

Notice circulated for some kind of official/non-official Meeting should definitely have:-      

• Date
• Time
• Venue
• Agenda/ Purpose
• Who is to attend
• Specific instructions
• Contact person/ Address

Example

(1)            Blood Donation Camp

APPEAL                                                               33rd Blood Donation Camp on Sunday 19th August, 2012 Venue: Lake Club Timings: 9:00 A.M. to 5:30 P.M. All citizens are requested to donate blood for noble cause. Your blood is precious and every drop is a source of life for another. If you don’t know your blood type, we provide free service for determining the blood group. Refreshments like Protein Drink and others will also be provided to the donors. You will also be facilitated with a Trophy. Organised by Hajasu Charitable Trust, Pattaya. Contact: Office - 901-22783389 Mobile - 901-338922747

 

 

 

 

 

 

 

 

(2)Tree Plantation Drive

KUNDAN INTERNATIONAL COLLEGE, CHANDIGARH NOTICE 15th Oct, 2010  TREE PLANTATION DRIVE The Enviornment Club of our School is organising a Tree Plantation Drive on the Vana Mahotsava Day. Under this drive 1,000 new trees will be planted in the campus. Free seeds and saplings will also be distributed. All the students are invited to take part in the drive which will inaugrated by School Prinicpal on 20th Oct, 2010 at 8:30 A.M. in the School green belt. (RAJIV) Secretar

(3)Email

Email writing has become a large part of modern communication, particularly in business. The world has become much smaller now that we have the ability to send and receive email messages over great distances at an incredible speed. Due to the ease of use it has the potential to be abused and you should try to keep the following points in mind when writing email.

Email is a short word for electronic mail. You createtexts and send them over a network of computers. The first emails go back to the 1960s. The inventionhas influencedour lives and emails have become a popularmeans of communication

Advantages

• Emails are easy to use. You can organize your daily correspondence, send and receive electronic messages and save them on computers.
• Emails are fast. They are delivered at once around the world. No other form of written communication is as fast as an email.
• The language used in emails is simple and informal.
• When you reply to an email you can attach the original message so that when you answer the recipient knows what you are talking about. This is important if you get hundreds of emails a day.
• It is possible to send automated emails with a certain text. In such a way it is possible to tell the sender that you are on vacation. These emails are called auto responders.
• Emails do not use paper. They are environment friendly and save a lot of trees from being cut down.
• Emails can also have pictures in them. You can send birthday cards or newsletters as emails.
• Products can be advertised with emails. Companies can reach a lot of people and inform them in a short time.

Disadvantages

• Emails may carry viruses. These are small programs that harm your computer system. They can read out your email address book and send themselves to a number of people around the world.
• Many people send unwanted emails to others. These are called spam mails. It takes a lot of time to filter out the unwanted emails from those that are really important.
• Emails cannot really be used for official business documents. They may be lost and you cannot sign them.
• Your mailbox may get flooded with emails after a certain time so you have to empty it from time to time.

Subject: Reminder of 10am Meeting Sched. 10/05 on PASS Process. Hi Jim, I just wanted to remind you about the meeting we have scheduled for Monday, October 5, at 10:00am. It's being held in conference room A, and we'll be discussing the new PASS Process. If you have any questions, feel free to get in touch (x3024). Best Wishes, Mark See how specific this new headline is? The great thing about this headline is that the reader doesn't even have to open the email to get most of the relevant information. And the precise nature of the headline serves as a useful prompt. Every time the reader glances at his saved emails, he'll be reminded about that specific meeting.

Example

(4)Formal letter

In today's Internet- and e-mail-driven society, the need to write a formal letter arises less often than in the past. However, it is still occasionally necessary to present a formal letter to obtain information, to apply for an academic program or a job, to write a complaint letter, or simply to express your opinion in an effective and coherent manner.

How to write a formal letter

With the advent of email, it is becoming less and less common to write letters, but the few letters that you will write will probably be very important ones, such as covering letters for job applications, covering letters for questionnaires or surveys which are part of your research, or letters of complaint to your bank manager.
It is very important, therefore, that your letters have the desired effect on the reader. In order to achieve this, they should be:
in the correct format
short and to the point
relevant
free of any grammatical or spelling mistakes
polite, even if you’re complaining
well presented
This guide will give some general advice on letter writing and includes some sample letters.
If you are replying to a letter it can be a good idea to note how that letter has been formatted and expressed.

Example

Business letter

Whitcomb Polytechnic 20-30 Newcastle Road Whitcombe Tyne and Wear WT5 4AH 11 October 1997 The General Manager Fukuoka Motors (UK) Ltd PO Box 137 York Road Loughton Durham LT3 5HD Dear Sir I understand from my colleague, Professor William Jones, who visited your Loughton plant last month, that you sometimes allow groups of students to tour the factory and see for themselves how Japanese production techniques operate in a European environment. Professor Jones himself was most impressed by his own visit, and recommended that I write to you. Would it be possible for a group of 20 Business Studies students - male and female, aged between 18 and 22 - from Whitcomb Polytechnic to visit you before the end of this term, which is on the 21 December? I realise that you must receive many requests for such visits, and that the time available may already be booked up. If it is not, and you are able to see us, I should be most grateful if you could suggest a date and let me know of any normal conditions you lay down for visits of this kind. I look forward to hearing from you. Yours faithfully B Farrant (Dr) Senior Lecturer

(5) Group discussion

Group discussion is a systematic oral exchange of information, views, issues, problems, and opinions about a topic, or situation among members of a group who share certain common objects.

(1) Subject Knowledge : Subject knowledge is very important in G.D. Wide knowledge on general topics, current affairs, can be achieved by newspaper, magazines, television. In group discussion the person is evaluated on the basis of how he thinks and not on what he thinks (2) Presentation : Along with knowledge, the powerful presentation of knowledge is also required. In group discussions, an effective communication skill also plays an important role. (3) Language : The selection committee observes the language proficiency, verbal expressions, vocabulary power, sentence structure and clarity of language. Your language should be accurate ,free from grammatical errors ,also it should be direct, clear, and precise. (4) Logic, Clarity and Body Language : Discussions should be logical and clear in thoughts and expressions. The selection panel observes candidates appearance, frequency of eye contact, postures, gestures and facial expressions. Positive attitude and proper body language plays major role in G.D. (5) Leadership Potential : The success of any team depends on its leader. A group cannot carry out assigned work effectively without leader. Though there is no appointed leader in a group discussion for selection, a leader will emerge as the discussion proceeds. The candidate who possesses both functional ability and coordinating ability will emerge as a leader. (6) Appropriate Body Language : The selection panel observes candidate appearance, frequency of eye contact, postures, gestures, and facial expressions. Organization GDs are mainly carried out for decision making. Organization G.D is a planned discussion to increase an organization’s effectiveness and viability. G.D. Making is a complex process as it includes opinions and inputs of several people.

Example

       Example of GD

Most topics are taken from the current political or economic scene so if one has just kept abreast of current affairs, then he will be able to make a mark. We give below a group discussion on a common topic and give some typical responses of students. We then analyze the discussion so that readers can develop their own strategy for themselves.
JUDGE : Good morning. You can choose any topic you like or take a slip from that box. You are given one minute to think to start with the discussion. The observers will not interfere in your discussion. If no conclusion is reached, we may ask each of you to speak for a minute on the topic at the end of the discussion. The topic on the slip is “Multinationals: Bane or Boon”. I suggest you should start the discussion.
Mr A : This is a good topic. I am against multinationals. We have Coke and Pepsi. Do we need them? We can manufacture our own soft drinks. Multinationals destroy the local industry and sell non-essential products.
Mr B : I agree with you. What is the fun of having Coke and Pepsi? We have our own Campa Cola.
Mr C : I think water is good enough.
Mr D : We are not here to discuss soft drinks. The topic given to us is a much larger one. First, let us define multinational companies. They are merely large companies which operate in a number of countries. There could be some Indian multinationals also. So there is nothing wrong with them. The point is whether they have a good or bad impact on the host countries. We have to discuss their business practices and find out whether they are desirable or not.
Mr E : That is a very good introduction to the topic. Multinational companies do serve an important function that they bring new products and technologies in countries which do not have them. And it is not just Coke and Pepsi. They set up power plants and build roads and bridges, which really help in the development of host countries.
Mr F : But are they all that good? We have seen that they destroy local industry. In India they just took over existing companies. They came in areas of low technology. Moreover, we have to see why they come at all. They come for earning profits and often remit more money abroad than they bring in.
Mr A : I agree with you. I am against multinationals. We can produce everything ourselves. We should be swadeshi in our approach. Why do we need multinational companies?
Mr E : We may not need multinational companies but then it also means that our companies should not do business abroad. Can we live in an isolated world? The fact is that we are moving towards becoming a global village. The world is interconnected. Then we have also seen that foreign companies bring in business practices that we are impressed with. Look at foreign banks. They are so efficient and friendly that the nationalized banks look pathetic in comparison. I think we can learn a lot from multinationals if we keep our eyes and mind open.
Mr B : Take a look at McDonald’s. They are providing quality meals at affordable prices. One does not have to wait at their restaurants.
Mr C : How do you account for the fact that they take out more than they put in and thus lead to impoverishing the country?
Mr D : The fact is that every poor country needs foreign investment. Poor countries often lack resources of their own. That is why they have to invite foreign companies in. There is nothing wrong in this because then products like cars, air conditioners and so on can be made in poor countries. Often multinationals source products from different countries which helps boost their export earnings.
Mr E : We have been talking about Coke and Pepsi. It is well known that Pepsi is in the foods business also and has helped farmers in Punjab by setting up modern farms to grow potatoes and tomatoes. Modern practices have helped the people in that area.
Mr A : I still feel that multinationals are harmful for the country.
Mr D : Well, there could be negative things associated with such companies. They may not be very good in their practices. But can we do without them? I think the best way is to invite them but also impose some controls so that they follow the laws of the country and do not indulge in unfair practices.
Mr E : I think laws are applicable to everyone. Very often officials in poor countries take bribes. The fault lies not with the company which gives a bribe but the person who actually demands one. Why blame the companies for our own ills?
Mr A : What about the money they take out?
Mr D : We have had a good discussion and I think it is time to sum up. Multinationals may have good points and some bad ones too, but competition is never harmful for anyone. We cannot live in a protected economy any longer. We have been protected for many years and the results are there for everyone to see. Rather than be close about multinationals, let us invite them in selected areas so that we get foreign investment in areas which we are lacking. Laws can be strictly enforced that companies operate within limits and do not start meddling in political affairs.
Analysis : Though Mr A started the discussion, he could not make any good points. Later, he could not give any points about why multinationals are bad. It is also a bad strategy to say at the outset whether you are for or against the topic. Remember, it is not a debate but a discussion. The first step should always be to introduce the topic without taking sides. See the way in which the discussion is proceeding and give arguments for or against. The observer is not interested in your beliefs but in what you are saying. The participation of Mr B and C is below average. A candidate must make 3-4 interventions. Their arguments are also not well thought out and add nothing to the argument. It is important to say relevant things which make an impact rather than speak for the sake of speaking. The arguments of Mr D and E are better. They seem to be aware of the role of multinational companies. Mr E’s approach is better as he intervenes a number of times. He has also taken initiative in the beginning and brought order to the group. If selection has to be made from the above six candidates, the obvious choice would be Mr E and thereafter, Mr D

(6) BUSINESS PROPOSAL

Introduction
A business proposal is a written offer from a seller to a prospective buyer. Business proposals are often a key step in the complex sales process—i.e., whenever a buyer considers more than price in a purchase.
A proposal puts the buyer's requirements in a context that favors the sellers products and services, and educates the buyer about the capabilities of the seller in satisfying their needs. A successful proposal results in a sale, where both parties get what they want, a win-win situation.
The professional organization devoted to the advancement of the art and science of proposal development is The Association of Proposal Management Professionals.

Types of Proposals

   There are two distinct categories of business proposals:

• Formally Solicited
• Informally Solicited

 

Unsolicited Informally Solicited Proposal   -:

Informally solicited proposals are typically the result of conversations held between a vendor and a prospective customer. The customer is interested enough in a product or service to ask for a proposal. Typically, the customer does not ask for competing proposals from other vendors. This type of proposal is known as a sole-source proposal. There are no formal requirements to respond to, just the information gleaned from customer meetings.

Unsolicited Proposal -:

Unsolicited proposals are marketing brochures. They are always generic, with no direct connection between customer needs or specified requirements. Vendors use them to introduce a product or service to a prospective customer. They are often used as "leave-behinds" at the end of initial meetings with customers or "give- aways" at trade shows or other public meetings. They are not designed to close a sale, just introduce the possibility of a sale.

                

Advantages

• Identifies needs and wants of consumers
• Determines demand for product
• Aids in design of products that fulfill consumers needs
• Outlines measures for generating the cash for daily operation, to repay debts and to turn a profit
• Identifies competitors and analyzes your product's or firm's competitive advantage
• Identifies new product areas
• Identifies new and/or potential customers
• Allows for test to see if strategies are giving the desired results

     

       DISADVANTAGE

• Identifies weaknesses in your business skills
• Leads to faulty marketing decisions based on improperly analyzed data
• Creates unrealistic financial projections if information is interpreted incorrectly
• Identifies weaknesses in your overall business plan

                 (7) RESUME WRITING

Definition

A resume is a written compilation of your education, work experience, credentials, and accomplishments and is used to apply for jobs.

There are several basic types of resumes used to apply for job openings. Depending on your personal circumstances, choose a chronological, a functional, combination, or a targeted resume.

What is a Resume?

A resume is a short, point-form document that you give to employers to tell them about your work experience, education, and skills. Before you write your resume, you may want to complete a skills inventory to know what skills you have to offer an employer.

Your resume often creates the firstimpression that you make with an employer.  The information you include and the way you present it can determine whether you will have the opportunity to interview for a position.  If the resume is strongly written and presented attractively, it will often open the door to an interview.

Your resume is your marketing tool.  It provides a quick overview of the skills, knowledge, and experience you have to “sell” to an employer.  A Resume summarizes your educational and employment experiences.  It should be a concise, easy-to-read review of your qualifications.

PREPARATION FOR WRITING THE RESUME

Developing Your Career Focus

A Resume should support your career goals by presenting evidence to the employer that you have the skills and knowledge necessary to perform the job.  If you are unsure which career options you want to pursue, it will be more difficult to design an effective Resume.  Therefore, it is important to have some type of “objective” in mind (if not on paper!) when constructing your Resume.  Your objective will enable you to write a Resume that highlights your most important qualifications for specific kinds of jobs.

Formulating at least a general career goal forces you to assess the skills and knowledge you have to offer employers and enables you to focus your energy on the most likely job opportunities.  A vague career goal will be interpreted by employers as a lack of direction and self-knowledge. If you don’t know the types of positions for which your background can best be utilized, the employer cannot afford the time and energy to figure it out for you!

When you feel confident that you have identified your skills, defined your objectives, and become familiar with options in your chosen career field (including potential employers), you are ready to begin writing your Resume.

RESUME CONTENT

A resume is a flexible document.  It can be adapted to highlight your particular skills or experiences.  Information can be included or deleted according to your needs.  The order in which you present this information can vary as well.  The content categories you select for your Resume will be determined by a number of factors, especially by your strongest “selling points,” relative to the type of position you are seeking.  You may find that you have several versions of your Resume if you are targeting different types of career positions.

The length of a Resume is generally one page, but two pages are usually acceptable if you need the space to show the breadth of your experience.  If you go to two pages, make sure the information on page two is relevant and that you use the majority of the second page. 

***For engineering undergraduates, a one-page Resume is highly recommended. ***

Types of information normally included in the Resume:

Identification Data This section includes name, address/as (current and permanent if appropriate), zip code(s), e-mail, and phone number(s) including area code(s).  You may include a web site address if you have developed your own web site or have an online portfolio of your work (web site content must be relevant to the job search).  Make sure your e-mail address sounds professional!

Career Objective Whether or not to include an objective is confusing because some sources advise you to leave an objective off the Resume while others tell you to include one.  If you decide not to include an objective on your Resume, then your objective should be clearly articulated in your cover letter.  If you do include an objective, be specific—don't explain what you wantfroman organizationbut rather address the skills you are bringing to that organization.  Objectives do not include pronouns such as I, my, or me.

An objective can range from a simple job title to a statement that mentions skills, settings, or philosophy.  If you are considering several fields, or are not aiming for a particular job title, a skills or functional objective will allow you flexibility while still providing focus.

Education Your academic experiences should be listed in reverse chronological orderwith your most recent degree or experience first and work backward in time. 

You may list your cumulative grade point average (GPA) and/or GPA in your major, if you feel that this information enhances your qualifications.  The guideline for including a GPA is 3.0 or above.  Academic achievement is one of the areas in which employers will have an interest, particularly if you do not have extensive work experience or activities.  Do not include too many decimals ex. 3.578—this is unnecessary.

• If you earned a significant part of your educational expenses, you might mention this.

Example: “Responsible for 70% of college expenses.”

Relevant Courses You may list courses you have taken which relate specifically to your career goals.  Remember not to abbreviate the courses using a course number but include titles instead.  If an employer uses a “keyword” search, this list of relevant courses may allow your Resume to be pulled from the database.

Experience The experience section should include not only paid full-time positions but also part-time, volunteer, field experience, observation, internship, senior design project, major class projects, and cooperative education experience.  For each position, list the organization’s name, the location (city and state), job title, and dates (month/year) of employment.  There is no single correct order for the presentation of this information as long as you are consistent throughout the Resume. 

You are highly encouraged to differentiate between "Relevant Experience" or “Professional Experience” which relates to the position you are targeting and another category entitled "Other Experience" or “Work Experience” and lists general work experiences unrelated to major/career goals.

                                                           

• Give a brief description of the skills and responsibilities for each position using short phrases and clauses rather than full sentences.
• for suggestions).

• Take credit for what you have done—especially for those activities that you initiated, developed, or supervised.  Be careful not to exaggerate your responsibilities but do not undersell yourself either.

Activities The activities section indicates your interests, willingness to accept responsibility, and leaders

Avoid the use of any personal pronouns (I, my, or me).  It is particularly effective to begin each fragment with an active verb (see the list in this handout hip abilities.  Your involvement in clubs, student government, athletics, and social organizations shows an employer you have broadened your education with activities outside the classroom.  These activities can also demonstrate important work-related skills and knowledge such as organizational or management experience and the ability to work effectively with others.  Be sure to include offices or other positions of leadership you have held, as well as describing the positions and related tasks.

Optional Special SectionsYou may list other types of information if they relate to your career and/or reflect achievements in which an employer may have an interest.

Honors and Awards Honors such as Dean’s List, membership in an academic honorary, or scholarships may be listed in a separate category.

Special Skills This section highlights any expertise you may have in foreign languages, computer operation and programming, technical writing, equipment you can use, testing procedures, processes, or other areas that have not been mentioned elsewhere.

Professional Affiliations  If you have joined a professional association (either a campus or national chapter) that is related to your major or chosen career field, be sure to list the name (no abbreviations).

Additional Training You may list any significant seminars, workshops, or other training that has given you background or knowledge which will be helpful in your chosen career field.

Research If you have assisted a professor with her/his research; you should include a brief description of the research itself as well as your role in the project.  This gives the employer additional insight into your professional abilities, training, and level of responsibility.

Presentations If you have given a presentation at an academic or professional conference, you should list the date, title of paper, name of the conference, and conference location.

Publications List titles of articles, books, stories, or poems you have written which have been published or selected to be published.  The title of the publication should be listed, too.

Qualifications Summary Candidates with strong skills or extensive experience may be well served by listing the qualifications concisely in a separate category.  This listing can highlight skills not explicitly stated elsewhere as well as point out unique aspects of your background.  A qualifications summary is often used in a functional Resume; this section is usually unnecessary for a traditional college student.

RESUME STYLES

There are many good Resume layouts.  There is no “perfect” style.  A sample is included in this handout. The layout of your Resume is important in creating a favorable first impression in the mind of the employer.  The appearance of your Resume may determine whether it is even read at all.  Many recruiters recommend not using Resume templates that are available with your word processing software.  It is more impressive to create your own Resume “from scratch” utilizing categories and formatting which fit your unique qualifications.

The style you select will depend upon which of your qualifications you want to emphasize.  The following explanations should help you decide which style may best serve your purposes.

TRADITIONAL or PAPER RESUME STYLES

Traditional Resume styles generally employ serif fonts, are 1-2 pages in length, and utilize active verbs to focus on various skills developed during work experience.  However, traditional/paper Resumes are not necessarily designed for submission through electronic means.  You are encouraged to develop both a traditional “paper” Resume and an electronic Resume to meet employers’ preferences.  If you send an electronic Resume, then it would be acceptable to take a traditional, fully-formatted Resume to the interview or a career fair.

CHRONOLOGICAL STYLE With this style, information is presented in reverse chronological order—most recent information is listed first, and you work backward in time.  This approach is the easiest to follow and is often used by job seekers with limited experience. 

If you have an extensive list of jobs, but they do not all warrant a full description, you may find it useful to end your listing of work experience with a composite or summary statement which combines several less important positions.  This statement could read, “Additional experience as a retail salesperson and as a child care provider using good interpersonal and problem-solving skills."  The fact that you have worked during your college years, even though the positions may only be income-generating in nature, is significant to many employers.

                                                          MINI PORTFOLIO

Depending on your major, you may decide to provide a prospective employer with a “mini portfolio,” which includes a Resume, cover letter, and samples of your work.  Students and alumni in various majors often mail these portfolios (or distribute at a career fair).  If appropriate, you could even send a CD/DVD with samples of your work in addition to hard copies of cover letters and Resumes.  If you decide to submit this type of documentation, make sure you prepare the materials professionally.  Ask professors and professionals in the field what type of information to include and how to prepare a portfolio so it represents your credentials appropriately.  If you are sending “clips” of written work, do not shrink them so they become unreadable; send clips as photocopies or computer printouts.  NEVER send originals as they may not be returned even if you request they be mailed back to you!  Place the materials in a professional-looking binder and do not staple the various documents together.  Call the employer approximately one week after sending your materials to make sure they were received.  If you need the materials returned after the job search has concluded, make sure to include a stamped, addressed envelope large enough so the mini-portfolio may be returned.  Web sites are also a way to develop an online portfolio of your work; simply include the URL on a Resume and clearly state that you have an online portfolio at that web address.

REFERENCES

The reference sheet is a document separate from the Resume and includes the following information:  name, title, relationship to you, address, phone number, and e-mail address.  This sheet can be enclosed with the Resume or carried to an interview.  Neverlist just the name and phone number of a reference!  Make sure you include your personal information on the top of the reference sheet using the same header as what is on your Resume.  The font style and paper type/color should match your cover letter and Resume.  Do NOT staple the reference sheet (or your cover letter) to the Resume.

Just a reminder: The people who provide your references should be able to share information about your skills and abilities relevant to the types of positions for which you will be applying.  Professional references are typically former or current employers, professors who know you well (preferably from your major field of study or courses which relate to your career goals), colleagues, professionals with whom you have worked on projects, or advisors with whom you have been involved in activities.  Three to five references are considered an appropriate number for the reference sheet.

THE COVER LETTER

Each time you submit your Resume to an employer, you should enclose a cover letter.  The cover letter serves several important functions:

• Explains why you are submitting the Resume.

• Introduces you to the employer.
• Serves as a vehicle for you to “sell yourself” more effectively to the employer and is the key to creating interest in your candidacy.

The cover letter gives you the opportunity to draw an employer’s attention to the skills and experience outlined in your Resume.  You can also expand upon information which matches the position for which you wish to be considered.  The cover letter can highlight special achievements which might otherwise go overlooked. 

In summarizing your qualifications, highlight your most appropriate skills or background in relation to a particular position without simply reiterating the information on your Resume.  Refer the reader to your enclosed Resume for further details of your past accomplishments.

There are two types of cover letters:

1.  The “letter of inquiry” is written when you are asking an employer for information about possible job openings in a particular area.  If you have previously obtained information about the organization, be sure to mention this in your letter as it indicates you are sincerely interested and have done your research.

2.  The “letter of application” is written when you are applying for a specific opening.  It provides the opportunity for you to call attention to your education or experience which is appropriate to the open position.

Remember:  Similar to the Career Objective on yourResume, the focus of the cover letter is what you can do for the organization—not what you want from the organization!

You must personalize your cover letter by preparing each letter individually and addressing it to an individual rather than a title or department. 

As with the Resume, use a letter quality printer.  Duplicated or obvious form letters are inappropriate and unprofessional.  The cover letter should be no more than one page long and should be produced on the same paper as your Resume and reference sheet.

                               

(8)Telephone etiquettes

 

 Incoming Calls

Telephones should always be answered with a phrase like, "Good morning, XYZ Dept., Carol speaking, may I help you?" In a busy department or unit, this particular phrase may be too much to say. If so, it can be shortened to a phrase that is less word.

?When answering, identify your department and your name.

?For those staff with private extensions, identify the Planning

  Unit or building, and your name: Don’t assume the caller knows who

         you are.

?Speak clearly, slowly and with confidence.

?Always be polite – 3 key phrases:

O “Please”

O “Thank you”

O “I’m sorry”

? Do not keep people on HOLD too long. Ask the caller if she/he would

        prefer to hold or leave a message on voicemail.

? If necessary, you may offer to call back (call within 5-10 minutes)

   Outgoing Calls

Courtesy is as important in speaking over the phone as in talking to people face to face. When you talk on the telephone, remember:

? Express yourself clearly and concisely

? Be certain of the number you redialling, to avoid disturbing someone

        unnecessarily. If you do reach a wrong number, it is important to say,

        "I'm sorry, I dialled the wrong number." Before hanging up

? After someone answers the phone, give your name before asking for

       the person desired.

   Telephone Messages

Write down complete information:

? Name of caller

? Date & time of call

? Caller’s phone number

? Brief message

? When caller can be reached

? Your name

Before hanging up, double-check with caller to be sure the message is accurate.

       For private calls, you may call the administration Office and ask if there is a private phone available.

          EXAMPLE
A sample of a beginning telephone etiquette approved call is the following:

“Hello?”

“Hi, can I speak to your mother?”

“May I ask who is calling?”

“This is Bob Shipley from the Auto Store.”

“Can you please hold on for one moment?

At this point the child should be able to tell the parent who is calling, and not scream as loud as possible, “Hey mom, Bob Shipley is on the phone!” If for some reason the parent is occupied, changing a diaper, or in the bathroom, the child should return to the caller and state that the requested person is unavailable. At this point the child should take a number or message. The child should not disclose the requested person’s actions, such as “She’s in the bathroom.” He or she should merely state the parent cannot come to the phone and will call back quite soon.
Teaching this basic telephone etiquette to young children can result in lifelong mannerly habits toward callers. The next telephoneetiquette rule is to make timely callbacks. If a child has vouched for a parent calling back quickly, the parent should do just that, unless an emergency arises.
For the caller, identification is key. A greeting from the “cal lee” should be followed up with “Hi this is so-and-so. May I speak to Mrs. Jones?" One should present enough information about one’s business upfront, where possible. Medical offices and credit card companies are the exception due to confidentiality laws. In this case, those calling can only state their name and number.
Telephone etiquette requires both the caller and receiver to be ready to write down information when required. Before making a call, or taking one, be certain to have a working writing implement, any information one may need to give, and something upon which to write.
For the sake of the person on the other line, keep phone calls brief but friendly. Once business is transacted, end with simple thanks, either for using a business or for providing needed information. Thanks should be reciprocated to promote good phone etiquette. As well, be mindful of different time zones. Aim for phoning during the day. Avoid calls before 9am, and after 9pm.

(9)INTERVIEW SKILLS

þ Introduction

þ Type of interview

þ Pre requisites of interview

þ Purpose of interview

þ Essential feature of an

 interviews

þ Structure of an interview 

Introduction

 Interview is a formal meeting. In an interview various People ask various question from the interview. It is a process of identifying  the interview abilities. It is a process of checking the persons interest, motivition, nature, responcibility taking ability.

Types of interviews

1)      Employment or Selection Interview:- The main purpose of An employment interview is to select acandidate for job and to find whether the candidates is suitable for job.

2)      Interview regarding complaint:-If a employee has not been able to work well or if his behavior at work has changed.

3)      Promotion interview:- When an employee of the organization gives an interview to get a promotion then it is called a promotion interview.

4)      Personal interview:-If the appointment has been made at a central point.

5)      Interview for a job:- When an organization work is done by other people then these people discuss matter with their officer.

Pre requisites of interview

                      1) Selection of a palace

                    2) Friendly atmosphere

purpose of interviews

a)       Job or employment interviews are held for the selection of suitable person on the basis of their qualification.

b)       Interviews held by same companies for providing evaluation of workers.

c)      Exit interviews that is held to determine a person resume for living  the organization.

d)       A meeting or conversion between a journalist or radio as television present and are person who views are sort for broadcasting.

Essential feature of an interview

1)       There is a define purpose & it is know both to the interviewee & the interviewer.

2)       Both the parties need to prepare for the comm..event.

3)    In the exchange of information it may or kept secret.

Structure of an interview

1)   Opening / start:-

a)      Introduction

b)      State of that purpose of the meeting.

c)       Making the other person comfortable.

d)       Creating relaxed atmosphere.

2)    Middle/ main body:-

a)      Exchange of an information.

b)      Keeping the discussion to the point

c)      Keep eye to eye contact

d)      Take care in any interruption if any handle it polity.

3)   Closing/ ending.

a)      Exchange of information

b)      Describing the action decided upon

c)      Closing to an a positive note

d)      Exchange the feeling of thank fullness

(10)Mock Interview

The Mock Interview

1.                  Description. 2.                  Preparation. 3.                  Quastionare. 4.                  Advantage and Disadvantage

Description of the Interview

The videotaped mock interview is one of the very best ways to prepare for an actual employment interview.  It allows you to gain experience and practice in answering questions you are likely to be asked during an interview and then, by watching the videotape, to see yourself as others see you.

The Career Services staff member who takes the role of the interviewer will try to make the interview as realistic as possible by asking questions that are typical of those that might be asked for the type of position you are seeking.  At some point during t

he interview you will have the opportunity to ask questions that you would ask in an actual interview.

The mock interview takes about twenty minutes; then you will watch, discuss, and critique it.  Please allow one hour for the appointment.

Preparation for the Interview

Practice questions that you might be asked and think about possible responses.  Don't memorize your answers, but be prepared to respond to the interviewer's questions by describing past experiences that will help give the interviewer a better idea of your qualifications.  Think of specific examples that help illustrate your qualifications and strengths.  A list of sample questions is provided on the back of this sheet.

It is a good idea either to attend a workshop on interview skill development prior to scheduling the mock interview, or to spend some time with a counselor or in the Career Services Resource Library.

Dress for the mock interview.  This is a good chance to try out that new interview suit and to see how it feels and looks.  Books on appropriate interview dress are available in the Career Services Resource Library.

Be on time, or better yet a little early, and bring a copy of your resume.  If you would like to keep the mock interview for future reference, please bring your own VHS videotape.

Enjoy the experience!  Tell your friends!  We are certain that you will find this to be an extremely valuable and worthwhile way of developing those necessary and very critical interview skills.  Remember practice makes perfect!

Questions Asked by Employers

Personal

1.      Tell me about yourself.

2.      What are your hobbies?

3.      Why did you choose to interview with our organization?

4.      Describe your ideal job.

5.      What can you offer us?

6.      What do you consider to be your greatest strengths?

7.      Can you name some weaknesses?

8.      Define success. Failure.

9.      Have you ever had any failures? What did you learn from them?

10.  Of which three accomplishments are you most proud?

11.  Who are your role models?  Why?

12.  How does your college education or work experience relate to this job?

13.  What motivates you most in a job?

14.  Have you ever had difficulty getting along with a former professor/ supervisor/ co-worker and how did you handle it?

15.  Have you ever spoken before a group of people? How large?

16.  Why should we hire you rather than another candidate?

17.  What do you know about our organization (products or services)?

18.  Where do you want to be in five years? Ten years?

19.  Do you plan to return to school for further education

Education

20.  Why did you choose your major?

21.  Why did you choose to attend your college or university?

22.  Do you think you received a good education? In what ways?

23.  In which campus activities did you participate?

24.  Which classes in your major did you like the best? Least? Why?

25.  Which elective classes did you like best? Least? Why?

26.  If you were to start over, what would you change about your education?

27.  Do your grades accurately reflect your ability? Why or why not?

28.  Were you financially responsible for any portion of your college education?

Experience

29.  Did you work while going to school?

30.  What did you learn from these work experiences?

31.  What did you enjoy most about your last employment? Least?

32.  Have you ever quit a job? Why?

33.  Give an example of a situation in which you provided a solution to an employer.

34.  Give an example of a time in which you worked under deadline pressure.

35.  Have you ever done any volunteer work? What kind?

36.  How do you think a former supervisor would describe your work?

Career Goals

37.  Do you prefer to work under supervision or on your own?

38.  What kind of boss do you prefer?

39.  Would you be successful working with a team?

40.  Do you prefer large or small organizations? Why?

41.  What other types of positions are you considering?

42.  How do you feel about working in a structured environment?

43.  Are you able to work on several assignments at once?

44.  How do you feel about working overtime?

                                    

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