never lie on your cv
It’s the end of the year, you have your bonus, have submitted your resignation, and it’s time to move on and so now is the time to brush up your CV. Be careful, don’t lie, employers either know it or will find out or will send your CV to organisations that do nothing else but look for lies in CVs – don’t get listed among recruiters as a liar, you’ll never find a job.
Frequent lies are those who claim to have degrees and don’t, or have stupidly bought a fake degree on the internet, a simple phone call to the registrar of the university you claim to have studied at is enough to get you found out.
Other frequent lies are people claiming they studied at places that don’t exist, others CNN listed include:
- Job seeker submitted a résumé with someone else's photo inserted into the document
- Candidate claimed to be a member of Mensa (organisation of very clever people)
- Applicant claimed to have worked for the hiring manager before, but never had
- Job seeker claimed to be the CEO of a company when he was an hourly employee
- Job seeker included samples of work, which were actually those of the interviewer
Most companies won’t employ a liar.
How do you make a CV stand out without resorting to dishonesty?
Be the first in line. The skills crisis means that employers are inundated with applications. A good way to break out from the crowd is to be the first one in line. Sign up for e-mail alerts and perform daily searches for jobs in a specific field or industry.
Use keywords. Many HR departments are using new technology to review job candidates on the internet. Applicant tracking systems scan CVs and provide the managers with a ranking based on keywords in the document. Among the terms employers searched for most often: "problem-solving and decision making skills," "oral and written communication," "customer service," "retention," "performance" and "productivity improvement," "leadership," "technology," "team-building," "project management" and "bilingual."
Stand out. Most hiring managers spend a minute or less looking at résumés. Think of your CV as a written audition. You have a limited window of opportunity to have the attention of the hiring manager, so make the most of it. Focus on specific accomplishments and tangible, positive results that you achieved at previous jobs. Don’t have a page that has nothing but your name on it. Put the most recent information first with your best achievements. Mention all the BizTech courses you have been on, keep the certificates.
Be honest. If you have a gap in employment periods, explain why. Mention volunteer work or classes to show that your skill set is still current and highlight what you have accomplished. People often forget to include volunteer work; part-time jobs and freelance work in a CV, even though that work is often relevant to your career path.
Use simple language. Lots of people think big words count and then use them incorrectly. Use simple language, short sentences and spell and grammar check your CV before posting or sending it out.
If you did not complete a degree, do not claim that you did; college and university attendance is easy to verify. List graduation date and the time frame you attended any institutions.
year-end office party - don't risk your career
Tough, tough, tough! That is what many are saying about 2006. Now, the festivities are here and we look forward to winding down, reflecting on what we achieved and also on what the future holds in 2007.
Let’s face it; our thoughts are on the beach and, of course, on the year-end office party! Whether the party is a highlight or a necessity, remember, what you see as a simple get-together with colleagues, could greatly improve your image or see your career crashing with that last drink that turns you from salesman of the year to office clown.
Gina Meintjes, Marketing Executive of Kelly, SA’s largest people organisation, says, “It is crucial that you view office parties as business events. Your behaviour is in the spotlight and it is largely your conduct in a social environment that impresses your boss giving the reassurance that you are the right person for the job. Leaving the party with your reputation intact makes a statement about your professionalism, social skills and ability to handle any situation with the interest of your career in mind, not to mention the company’s best interests as well.”
But don’t think you cannot enjoy the party. It is a time to have fun, build on those vital internal relationships and enjoy the company of your colleagues in a more relaxed environment.
Meintjes says that this is a vital part of developing your career and impressing your boss. “There are ways to have fun while your career progress remains on track. Use the function to your best career advantage.”
Here are some career-enhancing party tips from Kelly:
- Should I go or should I stay. Make sure you do attend; not attending could leave the impression that you are not part of the team. And when you attend, arrive on time and don’t party until breakfast the following day.
- Who’s invited? Don’t assume your spouse has been invited. Check first to avoid embarrassment.
- Social or business. Remember, office parties are social events to reward employees, but they remain strictly business events. Act like your behaviour is being watched every minute; it probably is.
- Behaviour. Be professional at all times. This is not the time to blow off steam. It’s a company function; proper etiquette matters.
- What do I wear? Again, remember you are in the spotlight. Inappropriate and revealing outfits are best left for clubbing with your friends. This is a business function; you can express your individuality, but remember in this instance less is NOT more. Rather err on the side of caution.
- Keep shop talk for the shop floor. Don’t spend all evening talking business. You are in a different environment that is not conducive for quick meetings. And don’t complain or trash colleagues and save the silly pranks.
- What do I talk about? Certainly not politics, religion or controversial subjects. Show interest in other topics. Keep conversations upbeat. Never gossip.
- Flirting with colleagues. As they say; there is a time and a place for everything. The year-end office function is definitely not the place to start flirting with colleagues. Keep your behaviour light-hearted, yet professional.
- Courtesy. Stand up to greet people as they come around. Remember to always introduce your spouse; nothing spoils an evening for a spouse more than standing aside while you share inside jokes and comments with work mates.
- Eat, drink and be merry, but all in moderation. Don’t abuse the open bar facility. Moderation is key to ensure you are not noticed for the wrong reasons.
- Network. Take the time to speak to those people you do not get the chance to during the year. Pay special attention to those who can enhance your career, like top management and people from other departments who are often taken for granted. Build business relationships, but keep it tactful. Remember your colleagues and bosses are also there to unwind and don’t want to be tagged all party long.
- Be culturally savvy. While it may be Christmas time for you, don’t assume everyone celebrates the same holiday. This is a year-end function. Stay away from traditional Christmas celebrations and greetings like “Merry Christmas”.
- Be gracious. Make sure you thank the organisers. It is often a thankless task and to get the event to the point where all staff can relax and enjoy it, has taken a lot of painstaking preparation. Do send a thank you note to top management for hosting the party afterwards.
- Never drink and drive. Make sure you arrange a lift or a designated driver, even if you only have two or three drinks. That second drink can take you over the limit and being a responsible citizen, you should not be driving!
Meintjes concludes. “No matter how festive the event, office parties are still about business. While letting down your hair after a long and exhausting year, keep in mind that one night of unintended slip-ups can seriously impact your career. And, as they say; prevention is always better than cure!”
watch your language in emails
We take email communications for granted, but the way you write and respond to emails says a lot about you and if you communicate badly by email it could lose your work.
Because business writing (and personal communications) is so important, BizTech has a number of courses to help you hone your skills, they include: Key Elements of Successful Newsletters and Business Writing: The Unwritten Rules but in a number of other courses facilitators stress the importance of how you communicate verbally and in writing.
Some simple rules:
- Keep your language simple, big words often show small minds, especially if the words are used incorrectly.
- Never use sms language when sending an email or any other form of written communication.
- Have a gracious beginning ‘Dear John’ or ‘Dear Ms Dhlomo’ (do not use a first name unless you know the person and know they are comfortable with that) and end ‘yours sincerely’, ‘best wishes’, ‘regards’ and sign off with your full name if it is a business communication.
- Do a spell and grammar check – UK or South African English, never US – before sending.
- Exclamation marks ! are considered bad writing style, avoid them.
- Never have multiple punctuation marks together eg ????
- Type using proper punctuation, all caps MAKES IT DIFFICULT TO READ AND CAN BE CONSIDERED AS SHOUTING; on the other hand all lower case makes you look poorly educated.
- If any email states to forward it all your friends, or just 5 people -- do everyone a favour: hit delete
- Don't forward emails that say to do so. Regardless of how noble the cause appears to be, most are hoaxes. Don't just forward it without investigating its authenticity at www.snopes.com
Judith Kallos, who is the author of ‘Because netiquette matters!’ - a comprehensive reference guide to email etiquette and proper technology use says we judge others based on:
- What they do
- How they look
- What they say
- How they say it
Judgements about how you communicate include:
- What kind of human being you are (or are not)
- Your level of professionalism
- How credible you are
- How ethical you are
If you want to brush up on your email manners try the following sites:
- Judith Kallos’ email etiquette website, books and free Tools @ Netm@nners.com
- To brush up on the etiquette for basically anything ranging from business and email to dating and tipping etiquette, visit 123etiquette.com
- Take the Netmanners.com netiquette quiz.
living a life of value
How well do you manage your life? You have the job you always dreamed of, great car, nice house – but sometimes you get a niggling feeling, is this all there is?
You aren’t successful unless you are living a well rounded life. This poem from a Wall Street stockbroker is something we should all return to regularly and reflect: how well am I managing my life?
I Have Arrived.
I have not seen the plays in town
only the computer printouts
I have not read the latest books
only the wall Street Journal
I have not heard the birds sing this year
only the ringing of phones
I have not taken a walk anywhere
but from the parking lot to my office
I have not shared a feeling in years
but my thoughts are known to all
I have not listened to my own needs
but what I want I get
I have not shed a tear in ages
I have arrived
Is this where I was going?
- I Have Arrived, Natasha Josefowitz
how to fire someone
Firing people is one of the worst parts of being a leader, and there are countless ways to botch the job.
We've all heard the horror stories: the retail electronics chain that retrenched hundreds of workers via text message; the middle manager who brought his daughter to work only to discover a security guard standing at his desk ready to escort him out of the building. They exemplify what not to do when you have to let people go: demean them.
When you fail to treat even the most wayward employees with dignity on their way out the door, you run the risk of courting bad karma - or even a lawsuit. Remember too to follow the law to the letter, in South Africa know Section 8 of the Labour Relations Law off by heart, give the staff member three warnings, have a disciplinary and ensure you follow your company’s disciplinary procedures to the letter.
Career coach Cynthia Shapiro's advises:
Don't let it come as a surprise. Employees can't be expected to conform to your expectations if you don't tell them what they are. If a staffer is flouting company policy or behaving badly, be clear about what needs to change and what will happen if the behaviour persists. Then, you can fire them with a clear conscience.
Don't avoid conflict. Many managers are so uncomfortable delivering the final blow that they delegate the job to HR or an underling, but this will only enflame the situation, Shapiro warns. Show your employees the respect of giving them the news yourself.
Don't deviate from company protocol. If you're preparing to fire a worker, take the time to sit down with HR and familiarise yourself with company guidelines.
You may leave the company open to being sued if an employee doesn't receive the requisite number of warnings, or these warnings go undocumented.
Don't make promises you can't keep. In the heat of the moment, you may be tempted to volunteer to help a distraught employee find a new job. But don't do this unless you're prepared to follow through.
Do exercise empathy. Following company protocol is important, but so is demonstrating humanity - so be kind. "Company policy dictates parameters," says Shapiro, "Within them, you need to exercise as much care and integrity as you can."
Do give them constructive feedback. Because of the ever-increasing risk of lawsuits, many companies have a policy against telling people why they're being fired. But do whatever you can to let people know what behaviours may get them into trouble at their next job.
Do have their money ready for them. Being fired sends many people into an immediate financial panic. You can help alleviate their worries by making sure that you have a pay cheque ready for them to take home that day. (Marshall Loeb - Dow Jones, with some amendments to conform to South African laws and conditions by BizTech)
knowing what those challenging interview questions really mean
Understanding the hidden meaning behind key questions can give you a vital edge in winning interviews. BizTech’s course, Let’s Talk Business: Verbal Communication for the Business World from 29 to 30 September will teach you the importance of language in advancing your career and developing your business skills, here are a few more tips:
Employers look for specific examples of your competence in a range of job related areas.
Highlight positive examples where you have proven success or expertise and show how you can add value to the business.
- Tell me about yourself
MEANS – Can you sell yourself.
APPROACH - Give a quick snapshot of your career history, skills and personality to show you in the most positive light. Do not waffle and do not reveal intimate information.
- Why did you apply for the job?
MEANS - How motivated are you?
APPROACH - Research the job beforehand, state the benefits you expect to gain and also those you offer. Explain why you want this job, why you like the company and how you believe you can grow with them. DO NOT go on about why you hate your existing job.
- What do you do in your spare time?
MEANS - Are you a rounded person. However, be wary as it could also mean would your hobbies interfere with work?
APPROACH - Go over your outside interests quickly, emphasising any work-related skills they give you.
- When have you been involved in teams?
MEANS - Are you a team player?
APPROACH - Highlight any work related team roles but you can also add out of work activities.
- What are your main strengths and weaknesses?
MEANS: Are you self-aware and capable of developing?
APPROACH - Link your strengths to the job. Choose positive weaknesses and turn them into strengths e.g. ‘I sometimes get frustrated when people don’t work to my standards because I take great pride in my work’!
- Why should we employ you?
MEANS- Can you add value to the company?
APPROACH - Make brief but compelling comparisons between the job description and your skills and again use specific examples and facts to reinforce your answer.
- When did you last work under pressure or deal with conflict and how did you
cope?
MEANS - Can you cope with problems efficiently?
APPROACH - Give an example and how you dealt with it successfully.
- Where would you like to be in five years time?
MEANS - How committed and motivated will you be?
APPROACH – They want to see that you are ambitious and goal oriented. Think of some of the functions and responsibilities you would hope to have within that company – if you are applying for a desk job in a city and you say you hope to be waitressing on a cruise liner, you won’t get the job, it shows scant commitment to the job at hand.
- Sell me this product
MEANS - Can you think on your feet?
APPROACH – Be prepared and practice for such a question, do your homework on the company and the products they sell and confidently demonstrate your skills.
- What salary do you expect?
MEANS - How do you rate yourself?
APPROACH – Say you rate yourself highly. Research the market rate for similar roles and either give a salary you consider appropriate or a range to show you’re prepared to be flexible. OR say you’d prefer to know how much they pay and then say whether it is what you expect.
before you give up on your present job
Changing jobs can be traumatic. Before you look for a new job, consider ways that you could make yourself happier and more successful where you are. Overcoming obstacles is the gateway to real power, so try these tips first:
- Communicate with your supervisor better.
- Ask for more money if you think you deserve it.
- Ask to take on projects that interest you.
- Ask for help if you need it.
- Don't get bogged down by personal issues beyond your control.
- Sign up for a new course to boost your skills or keep an eye out for public discussion forums at training centres, business schools or universities so you can hear innovative ideas and expand your knowledge.
Communicate with your supervisor.
As hard as it may be to bring up issues with your boss, open and honest communication is the only way to resolve that which may affect your performance or happiness at work. Most supervisors will do what they can to remove difficulties but are probably not aware of them unless you bring it up. When you talk to your boss, be professional and positive. Don't blame and have ideas for solutions.
It's time for a new job if: Your boss is defensive and not interested in helping find solutions.
Ask for more money if you think you deserve it.
If you believe you are being paid unfairly compared to other employees or compared to the market then ask for a raise or a bonus. Supervisors would rather have the chance to keep a good employee before they start looking for a better paying job. But bear in mind too that these are hard economic times, any raise is unlikely to be big. Make a list of contributions you've made throughout the year that prove you are making a difference to the company's bottom line. Find out what the fair market value for your position is. If they can't or won't give you what you're asking for, ask what you can do to move up the pay scale.
It's time for a new job if: There doesn't seem to be an adequate and fair pay structure or review process.
Ask to take on projects that interest you.
You may be getting bored with the same tasks and projects day after day, or year after year. Why not volunteer to take on new things as well? Yes, that means more work, but it also gives you more experience in areas that interest you and can break up the monotony of your usual tasks. It will show your boss too, that you are committed to the company and want to advance.
It's time for a new job if: There are no opportunities for you to grow and learn new things.
Request help if you need it.
If you're unhappy because you have too much work and not enough support, tell your boss! He or she may not realize how swamped you are. There may be an easy solution.
It's time for a new job if: You're asked to keep working extra hours even after you address the problem with your boss.
Don't get bogged down by personal issues.
Work environments often cause tension. There may be real or perceived favouritism or someone who isn't carrying their weight. Letting this affect your job and your happiness is not productive. Focus on projects and your goals and let the personal issues go.
It's time for a new job if: You're just not comfortable with the corporate culture in general. Find a workplace that suits your personality and you'll be happier.
Study further
The more degrees, diplomas or certificates you can show on your CV the more interested employers will be in you. In today’s globalised world lifelong learning is essential. The company you work for now will value you more if you take the initiative to study or draw their attention to quick courses like those at BizTech where you can learn valuable information fast and at a relatively low cost. Never underestimate the importance of networking, the people you meet on courses or when attending public discussions could give you introductions to a new career. Stop sitting back, take yourself and your career seriously.
And if you feel it is time to move on then post your resume on internet sites or with recruitment agencies and let employers do the searching.
managing change
When people are confronted with change, especially when it's 'enforced', as they see it, they can become emotional. Coping is part of a learning process.BizTech’s training courses and business support techniques are filled with an array of courses that build the emotional intelligence of an organisation. These administrative and management tools ensure that change, new procedures, diversity management, the development of new strategies are easier to accept.
Diffusing emotional feelings and encouraging objectivity are important to enabling sensible and constructive dialogue.
Be wary of expressions like 'mindset change', and 'changing people's mindsets' or 'changing attitudes', because this language often indicates a tendency towards imposed or enforced change. It implies that the organization believes that its people have the 'wrong' mindset, which is not the case. Change such as new structures, policies, targets, acquisitions, disposals or re-locations create new systems and environments, which need to be explained to people as early as possible, so that their involvement in validating and refining changes can be obtained. Two day business support courses through BizTech can provide some of the problem solving techniques you need.
Whenever an organization imposes new things on people there will be difficulties. Participation, involvement and open, early, full communication are important.
People and teams need to be empowered to find their own solutions and responses, with facilitation and support from managers, and tolerance and compassion from leaders and executives. Management and leadership style and behaviour is more important than clever process and policy. Employees need to be able to trust the organization.
The team leader or corporate executive must agree and work with these ideas, so change is less likely to be painful.
John Kotter's highly regarded books 'Leading Change' (1995) and the follow-up 'The Heart Of Change' (2002) give models to understand and manage change. Each stage acknowledges a key principle identified by Kotter relating to people's response and approach to change, in which people see, feel and then change. The steps are:
- Increase urgency - inspire people to move, make objectives real and relevant.
- Build the guiding team - get the right people in place with the right emotional commitment and the right mix of skills and levels.
- Get the vision right - get the team to establish a simple vision and strategy, with the emotional and creative aspects necessary to drive service and efficiency.
- Communicate for buy-in - Involve as many people as possible, to communicate the essentials and respond to people's needs.
- Empower action - Remove obstacles, enable constructive feedback and lots of support from leaders - reward and recognise progress and achievements.
- Create short-term wins - Set aims that are easy to achieve.
- Don't let up - Foster and encourage determination and persistence. Highlight achieved and future milestones.
- Make change stick - Reinforce the value of successful change via recruitment, promotion, new change leaders. Weave change into organizational culture.
beating inflation & avoiding debt
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Start with your short-term debt. Make use of your 13th cheque to reduce debt.
-
Pay a bit extra into your bond each month. Just an extra R100 a month on a bond of R500 000 will save you R46 000 in interest payments.
-
Take this time to shop around for better mortgage rates especially if your salary has increased or your property has increased in value. Cutting 50 basis points off your current bond rate will give you breathing space should there be another rate hike. At some point the cycle will turn and interest rates will start to come down. Maintain your current payments and you will not only reduce the period of your bond repayments but be able to weather future interest-rate storms.
Make your credit-card issuer work for you:
If you really want to make your credit-card issuer work hard for your business, Virgin Money suggests you ask the following questions:
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What is the interest rate that it levies for negative balances?
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What interest rate does it offer for positive balances?
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Are these positive interest rates tiered based on the amount of money deposited?
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If the repo rate changes, does it pass on the full benefits of a higher interest rate for a positive balance?
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How many times has it increased its negative-balance interest rate when the repo rate increased, but never bothered to increase the interest rate by the same amount for positive balances?
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When you apply for a credit card, can you easily find all the information on its website or through its call centre that you require to make an informed decision?
How much are you paying in bank charges?
South African bank charges are the highest in the world. Shop around for cheaper rates. FNB as an example has made all cellphone banking and telephone banking transactions free, along with the purchase of prepaid airtime and electricity, ATM balance enquiries and ATM cash deposits.
But it has increased fees on cash deposits and withdrawals at branches by 2,2%. FNB has also reduced its annual card fee. The potshots Virgin Money has recently taken at their competitors may have prompted FNB to rethink its strategy. FNB has standardised the annual card fee across all cards, so you won’t pay more for a gold card, which Virgin Money pointed out provided little additional value. The flat annual fee across all cards is now R155, but customers who sign up for the electronic service offering will only pay an annual card fee of R99.
negotiating a pay increase
Prepare before making an appointment to see your boss.
Know your worth in the marketplace, research in newspaper ads and through recruitment agencies how much on average, people in your profession or job category earn.
Next, write a list of your accomplishments since the last evaluation. Be specific, use numbers to show increased revenue, higher sales or new clients for the company to make a business case for the raise you want. Give an idea of the hours you work and any special benefits you bring to the job. Show him or her work that you do over and above your normal duties that show your commitment and dedication to the company.
Then put yourself in the boss’s shoes and consider how he or she likes to receive information — whether it’s in the form of data-heavy bullet points, a written document or a verbal presentation and present your case. It’s always a good idea to have a written document (spell and grammar checked) to present to him or her so they can reflect on your demands afterward.
Prepare yourself psychologically. Focus on what you’ve earned, not what you believe you deserve.
Then set up a specific time to meet with your boss, ensure it is not at a time of day or during the month when he or she is either exceptionally busy or stressed and will have scant time to give your application the thought it deserves.
Negotiating is the process of making mutually beneficial exchanges; persuasion is trying to change someone’s attitude or values. People often confuse the two and wind up undermining their own effectiveness. If your meeting will focus on the amount of your compensation, it’s a negotiation, with you stating the benchmarks you’ve hit and using that to justify what you want.
You will need to use persuasion if someone higher-ranking than your immediate supervisor has control over compensation decisions. In that situation, you must enlist your boss as your ally. Your goal then is attitudinal, not transactional: go into that discussion having thought through this first: ‘What are your beliefs about my contribution to the last project I did? What can I do to change your beliefs?’ Have the answers already worked out in your head and anticipate any disagreements or questions your superior might have – have thoughtful answers for those too, be prepared to admit failures, but have a longer list of successes to present.
It’s likely, however, that your boss has barely been thinking about you at all, which usually means that you’re doing a good job. In that case, your meeting is all about raising awareness, of precisely how exceptional your performance is.
Trying to argue for a raise based on what is happening in your personal life is generally considered bad form. It’s not your boss’ problem that your wife is pregnant, or your kid’s school fees are high. Don’t whine. This is about your performance, not about your life outside of work. A manager might be sympathetic to you, but those aren’t strong arguments.
Let the boss make the first suggestion about a raise - that sets the lower limit. If your boss intended to give you an 8 percent raise and you suggest 6 percent, you can’t change your mind and say, ‘No, I meant 8 percent.’
If you’re forced to make the first move, always ask for more than you think you can get.
If the company’s stock price is way down and people are being laid off, asking for a raise could make it appear that you are blind to what’s going on around you. You will be unlikely to get an increase in these circumstances, be grateful for the job.
If it looks as if pay increases will be low or won’t happen, you can always ask for something other than money, like a larger office, a better title, flex-time or more overtime or holiday time.
understanding body language
Body language can tell you a lot about what a person thinks of you or the message you are conveying. Understanding these silent hints can help a lot in the workplace, especially during interviews or when trying to sell items to people. A way to learn the secrets of body language is to watch television with the sound turned off and try to interpret what is being said by reading body language. Humans say a lot with their mouth which is contradicted by their body, gestures and other channels of communication. Messages are ambiguous.
But take care, cultural differences can also influence body language and meaning in one culture can mean something else in another. For example, in Greece, you nod your head for 'no', and shake your head for 'yes'.
Tilting your head signals that you are friendly or empathetic. This is claimed to be a consequence of your mother tilting her head when she listened to you as a child. It showed she wanted to comfort you. We continue to do this even after we've grown up and don't have our mother there to do so anymore. We pat ourselves on the cheek, on the arm, or rub our hands together.
Perhaps you hold your hands close to your face when you talk - generally, this is a sign of insecurity. The same is true if you roll a beard or moustache with your hands or fix your hair, perhaps pushing or curling it behind an ear.
The way that people sit in chairs is not coincidental. If you are lounging with arms and legs dangling, it is probably a sign that you are relaxed and feeling comfortable. If you are positioned on the edge of the chair with your legs stretched before you and your feet crossed it can signal indifference.
Someone going to the dentist or waiting for a job interview might be seated on the edge of the chair with his or her feet together. Body tension spreads to the respiratory system, making you sound short of breath. When you are in such a position it is easy to lose your head and simply run away if things take a turn for the worse.
Cheeks turn red in women who are angry or embarrassed while men's ears often turn red under similar circumstances.
When you try to interpret body language, you must interpret in relation to what is being said with words; otherwise misunderstandings can easily arise. It must be judged as a whole.
To reach your conclusion you must also pay attention to facial expression, the mouth's position, eye movements and pupil dilation and retraction. To ascertain the mood of the speaker you must observe facial muscles…
How they are tightened and loosened.
How the lines around the mouth are softened.
How the wrinkles around the eyes can make them shine with happiness when that is the feeling the face has to express.
The same features express anger and contempt, while softer features are taken to express kindness and friendliness - but note: only if the feelings also extend to the eyes. A mouth that smiles without the eyes smiling as well sends signals of falseness and unreliability.
Eyebrows that rise up and down rapidly signal acceptance of social contact. If you raise your eyebrows and keep them raised for a while it signals surprise and astonishment - perhaps even indignation.
Laughter can be a sign of happiness and friendliness, but also of contempt and sarcasm. Sometimes we also laugh if we are scared, or if we experience something very horrifying.
making your
pitch in 15 seconds or less
(Taken from an article by
Paul B. Brown, New York Times, 2007
(abridged))
If you have a pitch the odds are that it
is (a) too long, and (b) not properly
focused according to an article in Inc.
magazine.
It makes four solid points.
1. The pitch must be focused on
what you can do for a customer, not on
how wonderful your firm is.
2. It needs to be internalized
companywide. Every employee needs to
give the same explanation when asked by
a prospective prospect what it is your
firm does.
3. The message needs to be clear.
The potential customer must be able to
“get it” immediately. And
4. Short. Aim for 15 seconds (or
less.)
You can conduct extensive, expense
market research into what your customers
think but you can get a pretty good
initial handle on how they feel about
you by asking seven simple questions:
1. How would you
rate your overall satisfaction with
us?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
2. How likely are you to
recommend our products or service to
others?
Very likely
Likely
Neutral
Unlikely
Very unlikely
3. When was the
last time you purchased a product or
service from us?
Within the last month
Between one month and 3 months
Between 3 and 6 months
Between 6 months and one year
More than one year
Never
4. Please rate us
on the following:
(Excellent, Good, Fair, Poor)
Customer service/support
Quality of products/service
Sales staff
Price/value
5. How likely are
you to continue doing business with
us?
Very likely
Likely
Neutral
Unlikely
Very unlikely
6. How long have
you used our products/service?
Fewer than 6 months
Between 6 months and 1 year
Between one year and 3 years
Between 3 and 5 years
More than 5 years
Have not used
7. Please suggest
how we can improve our products or
services to better serve you.
Brown wrote that among
business owners, more women (90 percent)
than men (84 percent) use the Internet
for work. Fewer women (65 percent vs. 73
percent) say they make sacrifices in
their personal life in order to run a
business. American Express Small
Business Monitor, which talked to a
nationally representative sample of 626
small-business owners and managers of
companies with fewer than 100 employees
asked whether being an entrepreneur
contributes to a “happy relationship”
with their significant other, some 85
percent of women said yes, compared with
77 percent of male small-business
owners.
making a
speech
The first thirty
seconds of your speech are probably the
most important. In that period of time
you must grab the attention of the
audience, and engage their interest in
what you have to say in your speech.
This can be
achieved in several ways: you could
raise a thought-provoking question, make
an interesting or controversial
statement, recite a relevant quotation
or even recount a joke.
Once you have won the attention of the
audience, your speech should move
seamlessly to the middle of your speech.
Reading your
speech from a script may give you
confidence and ensure that nothing is
forgotten or omitted. If you do this,
read the speech several times before, so
you know it well and can make frequent
eye contact with your audience. Ensure
you NEVER drone, do not say ‘um’ or ‘er’,
smile, look relaxed, and speak as though
this is someone you want to employ you –
sound convincing and interesting.
If you are not
confident enough to recite your speech
from memory, then use notes which are
keywords or points of your speech - a
skeleton of thoughts or words around
which you can build your speech. You may
refer to your notes occasionally to
maintain the thread of your speech,
while for the most part of you will be
able to speak directly to the audience.
In any speech,
have the pages well marked, ensure you
don’t have too many little notes, which
can become annoying for the audience if
it looks as though you are fidgeting.
Speech
Delivery Tips:
Make sure that your
appearance is well presented
Walk with
confidence to the podium. Smile and
greet your audience as if you are
really happy to be speaking with them –
you should be, being invited to speak is
an
honour.
Speak clearly and
project your voice.
It is common to
speak rapidly when nervous, try to take
your time speaking
Effectively used, a
pause in your speech can be used to
emphasise a point, or to
allow the audience to react to a fact,
anecdote or joke
Make eye contact
with your audience. This helps to build
trust.
Do not fidget or
make other nervous gestures with your
hands. - Do not keep
your hands in your pockets. Do use hand
gestures to indicate subtle emphasis.
Be yourself, allow
your own personality to come across in
your speech
managing your
finances
Bad debt not only
gives you headaches, many recruitment
officers will research your credit
history and if you are in debt or do not
know how to manage your finances, you
may not get the job. In this season
where the flash of a credit card is
brighter than festive lights – think
before you spend and if you are heading
into financial problems heed this wise
advice from Financial Mail writer, Ian
Fife, earlier this year.
He wrote:
Typically,
borrowers who have overstretched their
finances tend to behave in the following
way: First, they ignore the problem,
believing they have enough equity in
their homes, and that high interest
rates won't go up further or last long.
They start spreading their income
between their car, home and credit card
debt, falling behind a little in each.
They soon realise they can't keep this
up and decide to withdraw some of their
home equity by increasing their bonds.
If the bank agrees, they use this equity
to pay their monthly shortfalls. If
further bond advances are refused, they
call in estate agents and ask an
unrealistic price for their house to
expunge their debt, leaving them with
enough to buy another home. The
overpriced house sits on the market for
months. They start serious defaults on
their debt and spend much of their time
avoiding creditors or making excuses for
the default. Finally, they reach the end
of the line, often within sight of the
market about to turn up again. But it's
too late. Their houses are auctioned at
rock-bottom prices and all they are left
with is residual debt. Absa home-loan
chief Gavin Opperman says banks are
usually keen to avoid this. "We are
eager to work with clients in
difficulty. "People who come to us early
and take drastic action are usually the
ones who bounce back quickest," says
Opperman. "We can, for example, give
them payment breaks to help deal with
necessities. If the situation warrants
it, we can consider extending their
payment term, or consolidate
high-interest debt like credit cards
into the bond to reduce the instalment.
If a quick recovery is unlikely, we can
help them sell their properties in a
controlled way to get the maximum
price."
But it's best to
avoid the debt crisis altogether by:
1. Paying
off your home loan as quickly as
possible. It's the equivalent of saving
at an after-tax interest rate of about
11%. Get it down to 40% of value first.
Put any spare cash in your bond.
2.
Withdrawing equity only in emergencies
or to invest in other properties, shares
or a business. These build your wealth
further and your interest payments will
be tax deductible. Don't use it to buy
depreciating assets.
3. Always
keeping a cushion of 30% of house value.
This will allow you to sell your
property quickly if you run into
trouble, leaving about 20% after paying
sales commission to get you started
again.
4. Sharing
your problems with your lender. He will
worry about them at least as much as you
and could come up with a solution.
keeping the
customer satisfied
(These invaluable
tips are from Astro Tech’s Little Book
of Big Business Secrets available now at
R55 a copy from
training@astrotech.co.za)
Customer management
Listen - Respond - Resolve
The values of a
company are most evident when it has to
deal with problems. When everything is
running smoothly, you seldom hear much
from customers - it is when something
goes wrong that you get the opportunity
to really show what you are made of and
what you can do.
All processes and
procedures should be invisible to a
customer. It is how these processes can
be adapted to resolve crises that put a
company under the service spotlight.
Never hide behind red tape as an excuse,
use each customer encounter as an
opportunity to eliminate unnecessary
bureaucracy and streamline processes.
Customer complaints
are the ultimate opportunity: there is
nothing worse than an unhappy client who
does not complain but takes their
business elsewhere. The complainer is
actually looking for a resolution and
wants to communicate with you, even if
their tone indicates otherwise.
Establish empathy; it
is important to find common ground,
imagine how you would like to be dealt
with in the customer's situation. What
would make you calm down and what would
make you angrier? You need to make the
customer feel 'listened to' and
acknowledged, even if their points are
not necessarily valid.
Save arguments and defensiveness for
letting off steam around the water
cooler - they have no place in providing
outstanding customer service.
Customers appreciate
the concept of ownership from sales
staff. If you take personal
responsibility for sorting out their
problem, and follow up with appropriate
communication, you can make a friend for
life and turn a really cross customer
into someone who gives you years of
repeat business.
There is nothing more
valuable to a company than feedback from
its clients - are they happy with us,
what could we do better, where can we
improve? These are the questions to be
sensitive toward at every customer
interaction.
Develop frontline
attitudes that strive for excellence
with clear, unambiguous communication.
Misunderstandings are often the cause of
customer dissatisfaction. Managing
expectations around delivery is the way
to ensure that customers are never
silently disappointed. Turn the
furiously vocal customer into a
praise-singing advocate. Lindy Bobrow
Customer service
”Selling takes place with words;
buying takes place in silence,” Mark
Kaminsky, Astro Tech facilitator.
Start any
communication with a big, warm
smile, people will smile back at you.
This sets the scene for the rest of your
communication with that person.
Everybody wants to
be treated as somebody. The more
important you make people feel, the
better they respond to you. Use their
name. Listen attentively, look them in
the eye and ask questions. Give sincere
compliments. Pay attention to everyone
in a group, and acknowledge that people
are waiting to see you.
You can change
your life, by changing your
attitude. Negative thoughts create
negative outcomes. A positive attitude
results in greater positive recognition
and you will handle challenges more
successfully. Celeste Allen
At work have
someone professional and friendly
answer the phone promptly.
Do the staff that
interact with clients speak clearly?
Do they remember to say please, thank
you and to apologise for errors? Do they
make each customer, especially difficult
clients; feel special and valued every
time?
Be respectful
of cultural differences.
what to wear
The clothing you wear
says a lot about how seriously you take
yourself and your future career. When in
doubt, err on the side of conservatism.
Smart is always good, even if you are
going for a job at a company where they
wear jeans, make sure yours are top
class jeans, good cut, neat, not baggy,
hems evenly stitched.
For Men
Traditional
business attire means a dark,
conservative suit and a white or pale
coloured long-sleeved (even in summer),
pressed dress shirt. A plain, good
quality tie, ideally silk, should
coordinate well with the suit and shirt.
If you wear an
earring (or several), remove before the
interview. Conceal tattoos; remove the
nose ring, eyebrow ring, tongue ring...
For Women
Wear a corporate
suit, skirts must be knee length,
pantsuits must be beautifully cut,
ideally plain colours with a plain shirt
or polo neck jersey.
Do not show
cleavage, or wear a short skirt, or have
a skirt with a slit. Do not wear clothes
that are too tight.
Either wear no
jewellery or a very discreet pair of
earrings, ideally only one simple ring,
a simple chain or pearls around the
neck.
Makeup must be low
key and conservative, avoid eyeliner and
lip liner, as well as excessive lip
gloss.
Nails must be short
and well manicured (ideally
professionally) with either a French
manicure or pale colours.
Carry a discreet
handbag that matches your shoes.
For Everyone
Avoid wearing too
much cologne or perfume.
Hair should be
clean and well-groomed, regularly have a
hair cut or blow wave.
Shoes should be
polished and coordinate with your suit
or dress.
Your dress sense
and overall appearance says a lot about
you – keep it simple.
Clothes must be
clean and well-pressed.
improving your chances of promotion
Know your
employer:
Most companies have a
website; use it to research your
company. The more you know about it,
what they do and how well they do it,
the better chance you have of
understanding how best to manage your
career to ensure advancement. Some
things you need to know:
Major products or
services
Size in terms of
sales and employees
Locations (local,
one or two branches – national – or a
multi national?)
The name of the CEO
and his or her major achievements?
Major competitors
What sort of image
do they try and project – is this a
computer-geek organization; a high
fashion outfit or a conservative
business? How well do you fit in with
that image?
Latest news reports
on the company.
Telephone Skills
Your voice and your
personality – or lack of – conveyed over
the phone indicates whether or not you
are the right person for the post.
Answer the phone
with your full name eg Pasha Moodley,
never just your first name.
Learn how to speak
slowly, with authority in your voice. If
you smile as you speak it conveys
confidence and friendliness.
Be courteous and
professional.
Always have a pen
and paper next to the phone so you can
note messages.
Check the spelling
of people’s names and read back phone
numbers to ensure accuracy.
Don't eat, drink,
chew gum or type on your computer when
you are on the phone.
Ensure you have a
professional sounding message on your
voice mail.
Check
If you write
anything make sure there are no spelling
or grammatical mistakes
Always be punctual.
Ensure your hands
are clean and your hair is neat.
Introduce yourself
courteously.
Have a firm
handshake.
Listen.
Remember the name
of the person/s you are introduced too.
Use body language
to show interest.
Do not chew gum or
smoke at work.
Do not discuss
politics or religion.
Thank-you is an
important word; never forget it whether
to the tea lady, your boss or anyone who
shows you kindness.
business etiquette
Business etiquette aims to make people
feel comfortable and important.
Five hot tips for
etiquette:
-
Be respectful of
cultural preferences. For example,
Muslims and Jews do not eat pork,
while some Chinese love pork and
also consider dogs edible. Americans
love beef but Hindu’s consider cows
sacred and do not eat beef.
-
At an office
function or business lunch, drink
alcohol in moderation or none at
all. Don’t talk loudly and avoid
smutty jokes.
-
“Please” and
“thank you” are the most important
words in the vocabulary of business
etiquette.
-
Avoid showing
inappropriate physical affection to
others – it could be construed as
sexual harassment. Remember that
cross-gender superficial intimacy
remains a cultural taboo for most
Muslims and many Hindus.
-
Criticising or
reprimanding someone in front of
others is hurtful and shows
insensitivity. Give praise where
praise is due.
The cornerstone of
image is impact:
Integrity –
act in an honest and truthful way
Manners – never be selfish or undisciplined
Personality – your values, attitudes and
beliefs
Appearance – present yourself to best
advantage
Consideration – put yourself in another’s
shoes
Tact – think before you speak.
Five hot tips for
image:
-
Ensure your clothes fit well, are
made of good fabrics and are neat and pressed, with no
marks, holes, dandruff, loose hair or animal fur,
missing buttons, fallen hems or frayed cuffs.
-
Wear polished shoes that show no
sign of wear and tear such as worn heels or scuff marks
and ensure that your handbag or briefcase, and purse or
wallet are of excellent quality.
-
A good posture whether sitting or
standing creates a good impression.
-
There is no such thing as washing
your hands too often, ensure that nails are manicured
and nail polish is not chipped.
-
Use make-up sparingly and maintain
a natural-looking complexion, use blusher sparingly and
use natural-looking lipsticks that match your clothing
and complexion.
colours and image
Image is
important in any company. The colours of the clothes you
wear project a certain image so be sensitive to the messages
you are conveying with colour:
Black: power, modernity, sophistication, formality
Grey: respect, humility,
elegance, reverence
Blue: peace, confidence,
coolness, loyalty
Purple: wealth, creativity,
spirituality, royalty
Yellow: happiness, joy,
idealism, hope
Red: strength, confidence,
energy, passion, love
Orange: energy, heat,
enthusiasm, playfulness
Green: youth, fertility,
wealth, masculinity, healing
Brown: depth, natural,
richness, calm
White: purity, peace,
cleanliness, reverence.
employers want you to
-
Have a positive attitude toward learning, growth and
change >- Energy, persistence and influence
- The ability to be self motivated
- Reliable
- Consultative
- Ability to set goals and priorities
- Be accountable, honest, ethical and sense of
values
- Respectful toward yourself and others
- Critical thinking = logical actions
- Strong communication skills
- Passionate
They
also want to know how good your knowledge is:
•
generic information technology and numeracy skills
• team work and communication skills
• knowledge of how organizations work
• personal attributes like flexibility,
adaptability and self-reliance
experience counts
You probably have more skills than you realise, sit
down and evaluate your skills and how they can best
enhance your workplace performance, you may just
need to go on one or two courses to make that talent
or skill something that can transform your
productivity and prospects for promotion.
Start now – make a list of your:
- Skills
- Communication skills (verbal)
- Communication skills (written)
- Honesty/integrity
- Interpersonal skills (relate well to others)
- Strong work ethic
- Teamwork skills (work well with others)
- Analytical skills
- Motivation/initiative
- Flexibility/adaptability
- Computer skills
- Detail oriented
Remember a job is about more than just the certificate in your hand.
Think of all the ways in your life you have shown
determination and the ability to succeed, it may be
something you now take for granted: did you walk 10km
every day to school and back? Did you work nights and
weekends to put for your studies? If you did those sorts
of things it says important, positive things about you,
keep developing that determination and honing your
ambition, the top may not be as far away as you think.
do you have what it takes to land a top job?
Anne Short, director of the Career Development
Programme at the University of Cape Town says that,
“in the contemporary world of work there is an
emphasis on communication skills, teamwork,
leadership, time management and project management
skills, as well as the capacity to innovate, lean
and adapt in a constantly changing environment.” She
says there are four types of career development
skills:
self
awareness
know your values,
what you are good at, weaknesses
opportunity awareness
knowing what is
available and how to secure it
decision learning
setting realistic
goals, informed decisions
transitional learning
negotiating change,
dealing with set backs, choosing new courses to
upgrade skills
marketable skills
develop these through
study, extramural activities and work experience.
How you look and how you speak are also key aspects
of marketability
Mark
Young of Procter and Gamble says that, “Today’s job
market is riskier than ever. Your job search won’t
be successful simply because you’ve chosen where you
want to be. Employers also have to choose to employ
you!”
He
advises that you choose courses that will keep
career options open. “Don’t make the mistake of
believing that degree = career.” Indeed StatsSA
reported in 2004 that 60 000 unemployed were
university graduates.
Nono
Moshesh, founder of Kopano Placements in
Johannesburg says she would urge young people
puzzling over a career to consider, “architecture,
finance, building science, tourism, engineering,
financial services, actuarial science, information
technology, customer service (call centre) or
support services (secretarial skills).”
If
you scan your environment you’ll have a pretty good
idea of which jobs pay well, and which seem to have
great job satisfaction. High salaries and job
satisfaction aren’t always the same thing, remember
you will spend most of your life at work. But
remember too, that many people change careers
several times over the course of their lifetimes.
covering letter for
cv
Keep your covering letter simple and brief, no more
than 300 to 400 words – unless you are applying for
a job overseas, in that instance your CV should
never be more than two pages, but your covering
letter can then be longer (no more than two pages).
In the covering letter highlight those areas of your CV that show how you
can add value to the job on offer.
In the letter say something along the lines of: “It
is with pleasure that I respond to your
advertisement in (publication/internet site/other)
of (date)
I believe I meet the job criteria. You will note in
my curriculum vitae the following areas in which I
believe I can add value to the job on offer, these
include (list no more than 5)
“I am a highly motivated, responsible individual who
works well in a team and on my own. I add value to
any task I undertake."
“Please do not hesitate to call or email me if you require further
information or for an interview."
“I look forward to hearing from you soon."
“Yours sincerely"
(Name with phone and email details below your name –
even if contained at the top of the letter)”
Enclose or attach the curriculum vitae. Do a spell
and grammar check in British or South African
English before you send!
internet job
applications
Hiring with the aid of technology is a time- and
money-saving proposition for businesses. It has
maximised efficiency in the candidate selection
process. Employers say they can advertise to a
wider, more diverse candidate pool, find matches for
hard-to-fill positions, easily share resumes of
qualified candidates with hiring managers,
streamline the hiring process, and tighten the
timeline between the need for a new employee and the
date the employee starts the job.
Applications submitted online go directly into the
employer's applicant data base. A hiring manager who
needs to fill a position enters keywords to search
the data base and find the applications of the best
people for the job.
Follow directions.
Enter the correct data in the correct field.
Tailor your application information to the position.
Don't copy and paste text from your generic resume.
Use key words, buzz words, and words in the job ad
as your model. Employers search on key words when
they're looking for people to fill specific
positions.
Complete all fields—even those that aren't required.
If the company offers an optional assessment test
online, take it.
Fancy bullets, text, italics, and bold do not
convert well in an electronic application.
Spell and grammar check your application before
submission.
Use the comment section to demonstrate that you've done research on the
company and the industry. You may say, as an
example, “I have noted that your company is making
significant inroads into energy research in Africa,
as part of my degree I studied environment law and
alternative energy sources.”
Use quotes from letters of recommendation in your resume or cover letter.
Not more than two and not more than one or two
sentences from each.
Follow up your electronic application with a personal e-mail to the
recruiter. A follow-up phone call is acceptable
unless the ad specifies that they do not want phone
calls.
curriculum vitae
template
contact information
Name
Address
Telephone (Home and work if you already have a job)
Fax
Cell Phone
Email
personal information
Date of Birth
Place of Birth
Citizenship (If not South African. If you are not a
citizen take your passport so the employer can see
your valid work permit)
Because of employment equity legislation in South
Africa your disability, gender and race are
important to mention
Your marital status is irrelevant
Whether or not you have a driver’s license is also
irrelevant unless it is a specification of the job
eg. busdriver, taxi driver, truck driver.
employment history
List from most recent to first ever
Where you worked and when.
The reason for leaving is not relevant. If you can
give reference names and contact details under the
most recent three that always helps.
Demonstrate significant progress or remarkable
accomplishments due directly to your work. Do not
list day to day mundane activities as achievements,
eg filing if you are a personal assistant, they are
what is expected.
education
Start with most recent tertiary achievements and the
institutions at which you obtained degrees, diplomas
or certificates and the year in which you attained
that qualification
Below that list any SETA or other qualifications
Dates, majors, and details of degrees, training and
certification
Post-Doctoral Training
Graduate School
University
High School - only mention the name of the high
school you graduated from if it is a very good
school eg Bishops, Roedean or the ilk.
leadership
If you served on a student representative body, or
on the executive of any organization while at school
or while doing tertiary education mention it, and
the years in which you served in that capacity
If you were a prefect, or attained honours in your
final years at school, eg colours, or won a Science
Olympiad or national drama award, or some such –
mention it, and the year in which this was achieved.
If you are involved in outside leadership activities
eg serving on the council or executive of an NGO,
community organization or similar group – mention it
and the years served.
professional qualifications
Certifications and Accreditations
Computer Skills
awards
publications
books
professional memberships
curriculum
vitae
-
The more
seriously you present yourself and your achievements,
the better a future employer will regard you.
-
Use
simple, clear English.
-
Keep the
tone straightforward, positive and professional.
-
Do a
spell and grammar check on your computer before sending
(use South African or British English, not American) any
communication to a potential future employer.
-
If you
are referring to a person by name or their position,
ensure you spell their name correctly and have the right
title. Never, ever spell
anyone’s name incorrectly,
if you are unsure, ask.
-
Do not
use slang, jargon or abbreviations, write United Nations
instead of UN, write technical instead of techie, say
that you are a computer
specialist and not a
computer nerd.
-
Never
have more than five pages of curriculum vitae and even
then you should have five pages only toward the end of a
highly distinguished
career, don’t have five pages
listing every single task you perform from pouring the
tea to filing correspondence. If you have little
experience
keep your CV to no more than two pages of
tightly compiled information.
-
Always
type and print a CV, leave smiley faces and interesting
colours for notes to your friends.
why your cv got
thrown in the bin
Research shows the most common reasons
why your CV won’t even get read:
-
Typos or
grammatical errors - 34 percent
-
Too long,
too much information - 22
percent
-
Not
listing achievements in former roles
-
17 percent
-
Poor
layout and/or design - 17
percent
-
Too
little information - 7 percent
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