1. 03/31/2003Version 2.11 Phone Skills Workshop Presented by Profile

2. 03/31/2003Version 2.12 Agenda Purpose of a Phone Interview Overview Before the Call Beginning the Call During the Call Ending the Call

3. 03/31/2003Version 2.13 Purpose of a Phone Interview GET THE FACE-TO-FACE INTERVIEW WITH HIRING PERSON! –Marketing yourself What makes you unique Answer the question “Why should the employer want to talk to you in person?” Only give enough information that 100% qualifies you for the job and “NO MORE, NO LESS.”

4. 03/31/2003Version 2.14 Overview During the Phone Interview –“Paint a Clear Picture” –“Tell your Story” –Advertise Yourself

5. 03/31/2003Version 2.15 Before the Call (1) Get your environment ready –Designate a home phone for interviewing, a place away from barking dogs and chatty children - and out of reach of food and cigarettes Quiet environment –Use a traditional hand- held telephone, rather than a cordless phone or head set. Free hands allows you to do something else –Don’t cradle the phone –You need to focus!

6. 03/31/2003Version 2.16 Before the Call (2) Keep a binder at the phone that contains all the information you will need to make you look like a master of knowledge and organization. –Your resume –List of answers to anticipated questions -- prepare a list of accomplishments (PSRs) for each of your past positions on your resume –Talking points, such as your specific skills –Your calendar –Folder containing correspondence from companies you've applied to with information about the company, products, revenues, and other pertinent industry information –Paper, pen, and calculator –Prepare questions based on the position’s responsibilities, goals of the division, cultural style of the company, or the interviewer’s background, if it is the hiring manager

7. 03/31/2003Version 2.17 Speaking Tips Open your mouth wider as you speak and move your lips more. Most people don't move their lips on the phone which flattens the tone of voice. Speak in your lower vocal range, especially if you are a woman. Lower pitches are transmitted with greater clarity over the phone than higher tones. Slow it down when you talk. Practice speaking with warmth and enthusiasm - like the kind of person you would like to meet. Don't cradle the phone between your neck and shoulder. It tenses the throat, resulting in a tendency to talk from one side of your mouth. If you are making the call, confirm the pronunciation of the name of the interviewer. Don't address the interviewer by his or her first name without first asking permission.

8. 03/31/2003Version 2.18 Beginning the Call BE ENTHUSIASTIC. The first 15 seconds are crucial and interest in your voice is key. Just the way you answer the phone has an impact on the caller. Talk distinctly and with confidence. EASY TO UNDERSTAND ESTABLISH A CONNECTION. Ask about the caller’s experience with the company or mention something you have read about the company. Also try touching on a common experience. ASK FOR AN OVERVIEW. Once you are comfortable, ask the interviewer what they are looking for and why the position is open. If you don’t already have this information, this will provide you with good information so you can plan your responses. (tape 0-67)

9. 03/31/2003Version 2.19 During the Call (1) KNOW YOUR RESUME. –Don’t assume that the person on the other end of the phone knows your background or is familiar with the companies listed on your resume. Assume that you have to illustrate your entire background. Make your resume "come alive". Try to anticipate what a company may ask about your background. DEMONSTRATE A CAREER PLAN. –The interviewer may start with the question, "Tell me about yourself." One approach is to begin by saying, "Let me tell you how and why I am in my current position". If you have had a number of other titles at one company, explain how value you added to the company resulted in promotional opportunities. ( Tape 105-124) Tape 124-175 DEMONSTRATE ACCOMPLISHMENTS. (Tape 67-105) –Weave your PSRs into the interview. Paint a picture. Make sure you quantify the accomplishment in each position (e.g. Increased sales by X percent; Oversaw budget of $Y).

10. 03/31/2003Version 2.110 During the Call (2) ADDRESS REASONS FOR LEAVING. Be clear on your reasons for leaving each position. Almost every interviewer will ask that question. If you left a job because there was a conflict in the department or with your supervisor, be brief about the conflict. Most people don’t enjoy hearing a long drawn out negative explanation. (Tape 124-175) ASK QUESTIONS FROM THE LIST YOU PREPARED. Asking good questions illustrates that you are already thinking seriously about the position and joining the company. Potential employers expect to be asked questions and welcome opportunities to talk about their companies and/or their own backgrounds. (Tape 175-216) BE OPEN TO COMPENSATION QUESTIONS. If you are asked, be specific and precise about the base, bonus, stock options, car allowance, etc. If asked "What salary are you looking for to make a change?" A good answer is, "My current package is a base of $XX.XX and bonus of XX%, and I am hoping you will make me a fair offer based on my experience and the value I can bring to your company." The interviewer will usually not press you for a specific number if you answer the question in that manner.

11. 03/31/2003Version 2.111 Ending the call GIVE UP CONTROL. The end of the call is always a tricky thing. A good suggestion is to thank the caller for his or her time and say that you are interested in the opportunity. If the interviewer has not asked you about your schedule or availability, it is a good idea to ask, "What would the next step be in the process?" Let the interviewer reestablish control of the interview with this question. (Tape 216-251) (Tape 251- 277) CONFIRM INFORMATION. If you don’t already have it, be sure to ask for the interviewer's exact title and name spelling, along with a street or email address, so that you can send a thank you note. (Ask if the interviewer uses email regularly before sending one). (Tape 277 - 290)

12. 03/31/2003Version 2.112 Critique BE ENTHUSIASTIC ESTABLISH A CONNECTION ASK FOR AN OVERVIEW KNOW YOUR RESUME DEMONSTRATE A CAREER PLAN DEMONSTRATE ACCOMPLISHMENTS ADDRESS REASONS FOR LEAVING ASK QUESTIONS FROM THE LIST YOU PREPARED BE OPEN TO COMPENSATION QUESTIONS GIVE UP CONTROL CONFIRM INFORMATION

13. 03/31/2003Version 2.113 Summary Be prepared Talk with confidence and tell your story Ask for a personal interview Send a Thank You Note