BUSINESS

COMMUNICATION
Prof. El Hannach

Reference:
Bovee & Thill, 2014, Business Communication Essensials, a skills- based approach, pearson education, 6e, Inc (BT) Etc
Compilation of Teaching Material from STEI
BUSINESS COMMUNICATION DESCRIPTION
*This course presents communication as a critical component for success in
the workplace. In this class, you will develop a foundation for designing
effective messages, both written and oral, from concept to delivery.
*You will use a communication model to identify objectives, analyze
audiences, choose information, and create the most effective arrangement
and channel for that message.
*Particularly, the course emphasizes elements of persuasive communication:
how to design messages for diverse and possibly resistant audiences and how
to present that information in a credible and convincing way.
BUSINESS COMMUNICATION DESCRIPTION
• Specifically, you will practice drafting and editing clear, precise,
and readable written business documents as well as learn to
design documents to make information easily accessible to a busy,
executive-level reader.
• In addition, you will develop and deliver an individual
presentation, using appropriate and effective visual support, in
which you present a persuasive argument that demonstrates
relevance and benefits to an audience at different levels of
expertise or interest.
BUSINESS COMMUNICATION
session content
1 Understanding Business Communication in Today’s
Workplace: What is grapevine communication
2 Understanding Management in Today’s Workplace
(handout)
3 Human Resources Management (exercise)
4 Management:
Leaderships vs management
5 Business meeting

6 Business letters
7 SEVEN Cs OF COMMUNICATION

8 Review
REFERENCES
1) Bovee & Thill, 2014, Business Communication Essensials, a skills- based approach,
pearson education, 6e, Inc (BT)
2) Ewald and Burnett, Business Communication, Prentice Hall International, Inc.
Latest Edition. (EB)
3). Taylor,S (2009). Communication for Business: A Practical Approach. 4th Ed. New
Delhi: Prentice-Hall. (T)
4). Essentials of Business Communication, 8th Ed., 2010; Mary Ellen Guffey;
Southwestern Cengage
Learning ISBN: 978-
SESSION 1

Understanding Business Communication in Today’s Workplace

LEARNING OBJECTIVES :
1. Define communication and explain the importance of effective business
communication.
2. Explain what it means to communicate as a professional in a business context.
3. Describe the communication process model and explain how social media are
changing the nature of business communication.
4. Define ethics, explain the difference between an ethical dilemma and an
ethical lapse and list six guidelines for making ethical communication choices.
5. Explain how cultural diversity affects business communication and describe the
steps you can take to communicate more effectively across cultural
boundaries.
6. List four general guidelines for using communication technology effectively.
What is Business Communication? The Definition
Business communication is the process of sharing
information between people within the workplace and
outside a company.
Effective business communication is how employees and
management interact to reach organizational goals. Its
purpose is to improve organizational practices and reduce
errors. It’s important to work on both your communication
skills and communication processes to achieve effective
business communication.
The importance of business communication also lies in:
•Presenting options/new business ideas
•Making plans and proposals (business writing)
•Executing decisions
•Reaching agreements
•Sending and fulfilling orders
•Successful selling
•Effective meetings
•Providing feedback to employees and customers
Types of Business Communication
Let’s first differentiate the main types of communication in a
typical organization.
Internal business communication can be:
•Upward communication: any communication that comes from a
subordinate to a manager. Or from another person up the
organizational hierarchy.
•Downward communication/Managerial communication:
anything that comes from a superior to a subordinate.
•Lateral communication/Technical communication: internal or
cross-departmental communication between coworkers
External business communication:
External business communication is any messaging that leaves
your office and internal staff. It involves dealing with customers,
vendors, or anything that impacts your brand.
You can sort all communication in this spectrum into four types
of business communication.
1.Getting and receiving instructions and assignments both upward and
downward. This includes an effective delegation from one person to another.
Most problems in business begin with unclear communications in this area.
2.Sharing and discussing information, including information sharing that
goes on in meetings. When communication fails in this area, it causes tasks to
be done improperly or not at all.
3.Giving feedback to people who report to you so they can do their jobs
better. Giving great, actionable feedback is a key skill for anyone in a
leadership position. Non-verbal communication and body language also play a
role here.
4.Problem-solving and decision-making meetings and discussions. These are
considered among the most important discussions for any organization. This
involves higher critical thinking and better communication technology.
5.Public relations can even be considered a form of external communication.
Public perception is an essential aspect of a business communication strategy.
What Is a Business?
The term business refers to an organization or enterprising entity
engaged in commercial, industrial, or professional activities. The
purpose of a business is to organize some sort of economic
production (of goods or services). Businesses can be for-profit
entities or non-profit organizations fulfilling a charitable mission
or furthering a social cause. Businesses range in scale and scope
from sole proprietorships to large, international corporations.
Business also refers to the efforts and activities undertaken by
individuals to produce and sell goods and services for profit.
LO 1 Define communication and explain the importance of effective business communication.
➢Communication is the process of transferring information and meaning
between senders and receivers, using one or more written, oral, visual,
or electronic media.
➢The essence of communication is sharing—providing data, information,
insights, and inspiration in an exchange that benefits both you and the
people with whom you are communicating.
➢No matter what career path you pursue communication skills will be
essential to your success at every stage. You can have the greatest ideas
in the world but they're no good to your company or your career if you
can't express them clearly and persuasively.
Aside from the personal benefits communication should be important to you because it
is important to your company, effective communication helps businesses and
numerous ways it provides:
• Closer ties with important communities in the marketplace
• Opportunities to influence conversations, perceptions, and trends
• Increased productivity and faster problem solving
• Better financial results and higher return for investors
• Earlier warning of potential problems, from rising business costs to critical safety
issues
• Stronger decision making based on timely, reliable information
• Clearer and more persuasive marketing messages
• Greater employee engagement with their work, leading to higher employee
satisfaction and lower employee turnover
Effective communication strengthens the connections between a company and all of its
stakeholders, those groups affected in some way by the company's actions: customers,
employees, shareholders, suppliers, neighbors, the community, the nation, and the world
as a whole
To make your communication efforts as effective as possible focus on making them
practical, factual, concise, clear, and persuasive:
• provide practical information
• give facts rather than vague impressions
• present information concise, efficient manner
• clarify expectations and responsibilities
• offer compelling persuasive arguments and recommendations
LO 2 :Explain what it means to communicate as a professional in a business context.

➢A good place to start to consider what it means to be a professional.

Professionalism is the quality of performing at a high level and
conducting oneself with purpose and pride. It means doing more than
putting in the hours and collecting a paycheck true professionals go
beyond minimum expectations and commit to making meaningful
contributions.
➢Professionalism can be broken down into six distinct traits: striving to
excel, being dependable and accountable, being a team player,
demonstrating a sense of etiquette making ethical decisions, and
maintaining a positive outlook.
Given the importance of communication in business, employers expect you
to be competent at a wide range of communication tasks, these include:
• organizing ideas and information logically and completely
• expressing yourself coherently and persuasively in a variety of media
• building persuasive arguments to gain acceptance for important ideas
• evaluating data and information critically to know what you can and
cannot
• trust actively listening to others
• communicating effectively with people from diverse backgrounds and
experiences
• using communication technologies effectively and efficiently
• following accepted standards of grammar spelling and other aspects of
high quality writing and speaking
• adapting your message and communication styles to specific audiences
and situations
• communicating in a civilized manner that reflects contemporary
expectations of business etiquette
• communicating ethically even when choices aren't crystal clear
• respecting the confidentiality of private company information
• following applicable laws and regulations
• managing your time wisely and using resources efficiently
➢Every company has a unique communication system that connects people within
the organization and connects the organization to the outside world. The system
in this broad sense is a complex combination of communication channels such as
the internet and department meetings, company policies organizational structure
and personal relationships.
➢To succeed in a job you need to figure out how your company's system operates
and how to use it to gather information you need and to share information you
want others to have.
➢Successful business professionals take an audience centered approach for their
communication meaning that they focus on understanding and meeting the
needs of the readers and listeners Providing the information your audiences need
is obviously an important part of this approach, but it also involves such elements
as your ability to listen your style of writing and speaking and your ability to
maintain positive working relationships.
LO 3 : Describe the communication process model, and explain how social media are
changing the nature of business communication.

Even with the best intentions communication efforts can fail. Messages can get lost
or simply ignored the. The receiver of a message can interpret it in ways the sender
never imagined. Many variations of the communication process model exist but
these eight steps provide a practical overview :
The sender has an idea
The sender encodes the ideas as s message
The sender produces the message in a transmittable medium
the sender transmits the message through a channel
the audience receives the message
the receiver decodes the message
the receiver responds to the message
the receiver provides feedback
➢The basic communication model illustrates how a single idea moves for
one sender to one receiver. In a larger sense it also helps represent the
traditional nature of much business communication, which was primarily
defined by publishing or broadcasting mindset.
➢However in recent years a variety of technologies enabled and inspired a
new approach to business communication. In contrast the publishing
mindset the social communication model is interactive and
conversational and usually open to all who wish to participate.
➢Audience members are no longer passive recipients of messages but
active participants in a conversation. Social media have given customers
and other stakeholders a voice they did not have in the past.
LO 4: Define ethics.

➢Ethics are the accepted principles of conduct that govern behavior within a society.
➢Ethical communication includes all relevant information, which is true in every sense,
and is not deceptive in any way. In contrast unethical communication can distort the
truth or manipulate audiences in a variety of ways. Examples of unethical
communication include:
plagiarism, omitting essential information, selective misquoting, misrepresenting
numbers, distorting visuals, failing to respect privacy or information security needs.
LO5 :Explain how cultural diversity affects business communication, and describe the steps
you can take to communicate more effectively across cultural boundaries
➢Throughout your career you will interact with people from a variety of cultures,
people who are different in race, age, gender, sexual orientation, national and
regional attitudes and beliefs, family structure, religion, native language, physical and
cognitive abilities life experience, and educational background.
➢These characteristics and experiences can have a profound effect on the way
businesspeople communicate.
➢Smart business leaders recognize the competitive advantage of a diverse workforce
that offers a broader spectrum of viewpoints and ideas helps companies understand
and identify with diverse markets and enables companies to benefit from a wider
range of employee talents.
➢For all their benefits diverse workforces and markets do present some communication
challenges and understanding the effect of culture on communication is essential.
➢ Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behaviour.
Culture influences the way people perceive the world and respond to others, which naturally affects the
way they communicate as both senders and receivers.
➢ You don't need to become an expert in the details of every culture with which you do business, but you do
need to attain a basic level of cultural proficiency to ensure successful communication.
➢ Every attempt at communication occurs within a cultural context the pattern of physical cues,
environmental stimuli, and implicit understanding that convey meaning between two members of the
same culture.
➢ However, cultures worldwide vary widely in context’s role in communication. In a high-context culture,
people rely less on verbal communication and more on the context of nonverbal actions and
environmental settings to convey meaning.
➢ Cultural context influences legal and ethical behavior which in turn can affect communication. Legal
systems and ethical standards differ from culture to culture.
➢ Making ethical choices across cultures can seem complicated but you can keep your messages
ethical by applying four basic principles: actively seek mutual ground, send and receive messages
without judgment, send messages that are honest, and show respect for cultural differences.
➢ The combination of formal and informal rules influences the overall behavior of everyone in a
society in areas such as manners, attitudes toward time, individual versus community values,
attitudes towards status and wealth, respect for authority, and degrees of openness and
inclusiveness.
➢ Nonverbal communication is a vital part of the communication process. Factors ranging from facial
expressions to style of dress can influence the way receivers decode messages, and the
interpretation of nonverbal signals can vary widely from culture to culture.
➢ Gestures or clothing choices that you don't think twice about might seem inappropriate or even
offensive to someone from another culture.
➢In any cross-cultural situation you can communicate more effectively if you follow
the following tips;
➢avoid ethnocentrism,
➢avoid stereotyping,
➢don't automatically assume that others think believe or behave as you do,
➢ accept differences and others without judging them,
➢learn how to communicate respect in various cultures,
➢tolerate ambiguity and control your frustration,
➢don't be distracted by superficial factors such as personal appearance,
➢recognize your own cultural biases,
➢ be flexible and be prepared to change your habits and attitudes,
➢ observe and learn the more you know the more effective you'll be.
➢To write effectively for people who may not be comfortable using your language
remember these tips: use plain language, avoid words with multiple meanings, be
clear, cite numbers Carefully, avoid slang and be careful with technical jargon and
abbreviations, be brief, use short paragraphs, use transitions generously.
➢When speaking to people whose native language is not your own, you may find these
tips helpful: speak clearly simply, and relatively slowly, look for feedback but interpret
it carefully, rephrase if necessary, clarify your meaning with repetition and examples,
don't talk down to the other person, learn important phrases in your audience's
language, listen carefully and respectfully, adapt your conversation style to the other
person's, check frequently for comprehension, clarify what will happen next.
Finally, remember that oral communication can be more difficult for audiences because
it happens in real-time and in the presence of other people.
LO6: List four general guidelines for using communication technology effectively.
➢Today's businesses rely heavily on technology to facilitate the communication process in
fact many of the technologies you might use in your personal life, from Facebook to
Twitter to video games are also used in business.
➢disengage from the computer frequently to communicate in person.
➢No matter how innovative or popular it may be, technology has value only if it helps
deliver the right information to the right people at the right time.
➢You don't have to become an expert to use most communication technologies effectively,
but to work efficiently with basic features and functions.
you do need to be familiar
➢Conversely don't worry about learning advanced features unless you really need to use
them..
➢The overuse or misuse of communication technology can lead to information overload.
As a sender, make sure every message you send is meaningful and important to receivers.
➢Even the best technologies can hinder communication if they are overused. For instance a
common complaint among employees, is that managers rely too heavily on email and don't
communicate face-to-face often enough.
➢Speaking with people over the phone or in person can take more time and effort, and can
sometimes force you to confront unpleasant situations directly, but it is often essential for
solving tough problems and maintaining productive relationships.
Elements of Professionalism
1. Be the best

2. Be dependable

3. Be a team player

4. Be respectful

5. Be ethical

6. Be positive
Exercise 1:
1.Describe the communication process model, and
explain how social media are changing the nature of
business communication?
2.Define communication, and explain the importance
of effective business communication?
3.What is the meaning of professionalism, and What
are the six traits of professionalism?
What is it?
It an informal channel of
communication.
It is called so because it
stretches throughout the
organization in all directions
irrespective of authority levels
nor of formal channels of
communication.
Why does it develop?
 It
exists because Man is by nature a social
being.
 When a company is facing a crisis, the
employees feel unsecure.
 When employees lack self-confidences;
they form unions.
 When managers are unfair and show
favoritism towards some employees.
Where does it exist?
 Itexists mainly at lower levels of the
organization
 In cafeteria, during the break subordinates
talk about their superior’s attitudes,
behaviours and exchange ideas about
him/her.
 They can discuss rumours about promotions
outside the company.
 Grapevine spreads like fire; that’s why, it is not
easy to trace or eradicate.
Advantages of grapevine
Carries information rapidly;
Helps managers know about
subordinates’ reactions concerning
policies;
Creates a sense of unity among
employees
It is a supplement when formal comm
is not helping.
Disadvantages Grapevine
 Because based on rumours, it carries partial
(incomplete) information;
 Because based on gossip, it is not trustworthy;
 Because employees spend more time talking than
working, their productivity is reduced;
 It leads to hostility against superiors;
 It ends by creating an « unhealthy » climate in the
organization.
 It can destroy the image of the company.
Is Grapevine Communication Inevitable?
That said, as a manager, workplace rumors can be hard
to deal with. So is grapevine communication completely
inevitable?
Most businesses do have to deal with grapevine
communication in one form or another. According to
the American Management Association, up to 70% of all
organizational communication comes through the
grapevine.
However, although grapevine communication may be
inevitable at the organizational level, not everyone
participates equally in the rumor mill. Only 10% of
individuals in an organization are highly-active
participants in the grapevine, according to an article
published in the journal “Public Personnel Management."
Why Grapevine Communication Exists in
Organizations
Grapevine communication provides a way for
employees to connect with each other, so it’s natural
that it would exist in most organizations. However,
negative gossip can become a problem for a few
specific reasons.
Employees sometimes have legitimate cause for
resorting to the grapevine to find things out. If there’s a
lack of transparency within the company, it’s natural for
team members to wonder what is going on. In particular,
if leadership is planning a big change (like a corporate
restructuring) and this isn’t communicated properly,
employees may get anxious and turn to their colleagues
for information.
Everyday communication barriers can also drive people
to the grapevine.
How Can Leaders Better Utilize Grapevine
Communication?
1. Recognize where informal communications are likely happening
2. Build a culture of transparency
3. Consider grapevine communication a way to capture the pulse of
the company
As a conclusion,
 Managers have to be attentive to
grapevine, using its advantages and
reducing its negative impact on their
company.
Introducing Management

Business Comm
S2
Prof. El
Hannach
Organization?

 An organization is a social unit that is goal -

oriented and well-structured.
Management: Definition

Management is getting work done through

others.
 Management is the process of designing and
maintaining an environment in which individuals
work in groups to effectively and efficiently
accomplish selected goals.
Cat Carrigan, a former elementary school principal who
became a manager at a General Motors’ car parts plant,
says, “I’ve never made a part in my life, and I don’t
really have any plans to make one. That’s not my job.
My job is to create an environment where people who
do make them can make them right, can make them
right the first time, can make them at a competitive
cost, and can do so with some sense of responsibility
and pride in what they’re doing. I don’t have to know
how to make a part to do any of those things.”
managerial responsibilities
Pat Carrigan’s description of managerial
responsibilities indicates that managers also have to be
concerned with efficiency and effectiveness in the
work process
Efficiency: Getting work done with a minimum of
effort, expense, or waste.
Effectiveness: Accomplishing tasks that help
fulfill organizational objectives.
Management Is . . .
Good management is working through others to
accomplish tasks that help fulfill organizational
objectives as efficiently as possible.
Management: An Art or Science?
 Management as a science: managers use a
specific body of information and facts (they
got from studies & training) to guide their
behaviors.
 It is an art because managing requires
certain skills which are personal
possessions (talent) of managers.
Importance of management
1. It helps in achieving group goals.
2. It helps using resources more productively.
3. Reduces Costs.
4. It is essential for success of company in the
face of competition.
The Manager

 The aim of a manager is to increase

productivity, efficiency and effectiveness.
 The manager plans and makes decisions,
leads and controls resources (human,
financial, material & informational.
• Setting goals
• Deciding the best
Planning way to achieve
goals.

• Allocating
resources
Organizing • Arranging work
• Defining authority
Now let’s take a closer look at each of the management
functions: 1 planning, 2 organizing, 3 leading, and 4
controlling.
1. Planning is determining organizational goals and a means for
achieving them. planning is one of the best ways to improve
performance. It encourages people to work harder, to work hard for
extended periods, to engage in behaviors directly related to goal
accomplishment, and to think of better ways to do their jobs.
2. Organizing is deciding where decisions will be made, who will
do what jobs and tasks, and who will work for whom in the
company.
3. Leading involves inspiring and motivating workers to work
hard to achieve organizational goals.
4. Controlling, is monitoring progress toward goal
achievement and then taking corrective action when
progress isn’t being made. The basic control process
involves setting standards to achieve goals,
comparing actual performance to those standards,
and then making changes to return performance to
those standards.
• Filling the positions in company
Staffing • Keeping positions filled

• Checking whether planned

Controlling performance is achieved.

• Influencing, guiding and motivating

Directing employees to perform essential tasks.
Managerial Skills

◼ Decisional (conceptual) skills

◼ Informational (Technical) skills

◼ Interpersonal (Human) skills

12
Figurehead: someone who has the position of leader in an organization but who has no
real power. When attending ceremonial functions which have symbolic nature.
Managerial Skills

 Decisional skills: the abilty to analyze

situations and make effective decisions .

 Informational skills involve the ability to use

the knowledge, techniques, tools and
procedures to achieve goals.
Managerial Skills

 Interpersonal skills involve the ability to

understand other people and interact
effectively with them.
Levels of Management
CEO: Chief executive officer
COO: Chief operating officer or chief operations
officer
CFO: Chief financial officer
CIO: Chief information officer
Top
managers

Middle
managers

Lower-level
managers
Levels of Management

 Top-level (upper) managers (like presidents

& chairmen)
◼ set the mission and the goal;
◼ develop policies;
◼ are responsible for the organization as a whole;
◼ are concerned with long-term planning.
Levels of Management

 Middle managers (like department

managers):
◼ develop departmental goals,
◼ execute the policies, plans and strategies
determined by top management.
◼ develop medium-term plans.
◼ supervise and coordinate lower-level manager’s
activities.
Levels of Management

 Lower-level (frontline, first-line) managers

(supervisors, office managers)
◼ take charge of day-to-day operations;
◼ are involved in preparing detailed short-term plans.
◼ are responsible for smaller segments of the
business.
◼ execute plans of middle-management.
◼ guide staff in their own subsections.
◼ keep close control over their activites.
Relate these managers to their roles
Managers Roles

Top manager 1. participates in employment & training of

lower level management
2. lays down the objectives and broad policies of the
enterprise.
3.evaluates performance of junior managers.
4.Is responsible for maintaining a contact with the outside
world.
5. interprets and explains policies from top-level
management to lower level.
Middle manager
6. helps to solve the grievances of the workers.
7. controls & coordinates activities of all departments.
8. ensures discipline in the enterprise.
9. makes plans for the sub-units of the organization.
Lower-level manager
10. prepares periodical reports about the performance of the
workers.
11. provides guidance a direction.
12.guides and instructs workers for day to day activities.
LEADERSHIP
VS
MANAGEMENT
What’s the Skinny ?
Objectives
• Discuss how leadership and management are
different.

• Identify ways to become a good leader.

• Discuss ways to develop those “quiet”

leaders.
Management is doing things right;
leadership is doing the right things.
• Peter Drucker
LinkedIn CEO – JeffWarner
“I personally believe Leadership is about the ability to
inspire others to achieve shared objectives,” he said. “I
think that’s what separates leaders from managers.
Managers tell people what to do and leaders inspire
them to do it.”

The two skill-sets go hand-in-hand. You can’t be very successful

at one without the other. Steve Tobak Management Consultant

You can become an excellent manager without becoming a good

leader, but you cannot be an excellent leader without becoming
a good manager
What is a Manager!
• A manager is the member of an organization
with the responsibility of carrying out the four
important functions of management:
• planning,
• organizing,
• leading,
• controlling
Traits a Managers Possesses
#1 The ability to execute a Vision:
Managers build a strategic vision and break it down into a
roadmap for their team to follow.
#2 The ability to Direct:
Managers are responsible for day-to-day efforts while
reviewing necessary resources and anticipating needs to
make changes along the way.
#3 Process Management:
Managers have the authority to establish work rules,
processes, standards, and operating procedures.
#4 People Focused:
Managers are known to look after and cater to the needs of
the people they are responsible for
What is a Leader

Leaders don’t necessarily hold or occupy a management

position.
• A leader doesn’t have to be an authority figure in the
organization; a leader can be anyone.
• Leaders are followed because of their personality,
behavior, and beliefs
• Leaders are people who challenge the status quo.
Leadership is change-savvy, visionary, agile, creative,
and adaptive.
Are We Born With the Ability to Lead?

• Leadership is a learned skill.

• You must prepare, practice and hone your skills
• Be self aware of your strengths and weaknesses
Traits ALeader Possesses
#1 Vision:
A leader knows where they stand, where they want to go and tend to
involve the team in charting a future path and direction.
#2 Honesty and Integrity:
Leaders have people who believe them and walk by their side down
the path the leader sets.
#3 Inspiration:
Leaders are usually inspirational—and help their team understand
their own roles in a bigger context.
#4 Communication Skills:
Leaders always keep their team informed about what’s happening,
both present and the future—along with any obstacles that stand in
their way.
#5 Ability to Challenge:
Leaders are those that challenge the status quo. They have their own
style of doing things and problem-solving and are usually the ones
who think outside the box.
Leadership vs. Management
Leadership is:
• People more than projects
• Movement more than maintenance
• Art more than science
• Intuition more than formula
• Vision more than procedure
• Risk more than caution
• Action more than reaction
• Relationships more than rules
• Who you are more than what you do
Leaders vs Managers
Leaders Managers
Vision Create goals
Change agents Status quo
Unique Copy
Take risks Control risk
In it for the long haul Think short-term
Grow personally Rely on existing, proven skills
Build relationships Build systems and processes
Coach Direct
Create fans Have employees
Do You Know A Quiet Leader???
Not a New Concept

A leader is best when people barely know he exists, when

his work is done, his aim fulfilled, they will say: we did it
ourselves. —Lao Tzu 500 BC:
Five Levels of
Effectiveness
Extroverts verses Introverts
What does a Quiet Leader Look Like?
Quiet Leadership
• Quiet leadership is not a style
• Character sets quiet leaders apart, not tactics
• Employees in organizations that went from good to great
described their leaders as quiet, humble, modest, reserved,
shy, gracious, mild-mannered, self effacing and understated
(Collins 2001)
• Correlation between introversion and excellent
leadership performance.
Famous Quiet Leaders
• Mahatma Ghandi • Tony Dungy
• Rosa Parks • Douglas Conen
• Albert Einstein • Abraham Lincoln
• Eleanor Roosevelt • Mark Zuckerburg
• Meryl Streep • Sir Isaac Newton
• Bill Gates • Steven Spielburg
JK Rowlings
Characteristics of a QuietLeader
• Lead by Example
• Finish What They Start
• Passionate and Focused
• Inspire trust, build alliances, and acquire
expertise
• Relational Rather than Authoritative
• Teach as They Lead
Characteristics of a QuietLeader
• Humble and Gives Credit to Others
• Do not like to be the center of attention
• Leading from the back promotes autonomy which is
what employees want
• Influence others by their disposition, not position
• Having a likeable and relatable personality
• Being approachable and easy to talk to
• Accepts Responsibility for Failure.
Characteristics of a QuietLeader
• Earns the respect of the team
• Displaying confidence, but not overconfidence
• Being understanding, compassionate and open-minded
• Thinking laterally, not hierarchically
• Motivated by building reputations and getting results in the
right way – Team Players
• Understanding that some situations call for direct,
forceful, courageous action.
• It’s the exception, not the rule.
• Quiet leaders buy time rather than make snap
decisions
Know the Pitfalls
• Tendency to be influenced by appearances
• heroes and stars at the top;
• shirkers, free riders, and worse are at the bottom
• Quiet leaders work on different scale and none of
their efforts will be recorded in history books
(Badaracco 2002)
• From the outside it may seem slow and lumbering,
quiet leadership is often the best way to improve
organizations
Know the Alternatives
• Leadership And Influence Don't Always Go Hand-in-
Hand
• Leadership inherently suggests influence
• Influence can result in change, affecting outcomes without
necessarily having leadership.
• A person can be very influential without a leadership title.
• A person can be an ineffective leader who does not influence
• Influence Isn't Just For Leaders
• Staff can be the glue to hold a process/department together
• They create a reputation built on trust, relationships,
performance and the ability to see the world and opportunities
differently
• Critical for team performance and success.
How to Identify a QuietLeader
• Influence rather than lead
• Excellent listeners
• Patience and thoughtful
• Question and give suggestions rather than dishing out
orders/instructions
• High level of flexibility
• Influence small groups, group by group
• Have influence among peers and management
Identifying the Quiet Leader
• Look for situations where extraordinary results exist but
where no individual steps forward to claim excess credit
• Identify someone you know who is very talented but not
what is called a typical leader
• Find out what that person’s ambitions are
• What are their 2 – 5 year goals
• Figure out how you are going to help them get there
• Support them when they need to be out of their comfort
zone.
• Encourage them to draw on their natural strengths and not to be
something their not.
Bottom Line
• A leader invents or innovates while a manager organizes.

• A manager relies on control whereas a leader inspires

trust

• A leader asks the questions “what” and “why whereas a

manager leans more towards the questions “how” and
“when.”
In Conclusion
Become the kind of leader that people would follow
voluntarily; even if you had no title or position.

Brian Tracy
1. Depends on authority. 11.Gives orders and expects
2. Uses people. others to obey.
3. Talks more, listens less 12.Generates enthusiasm.
4. Takes initiatives 13.Develops people.
5. Motivates, supports and 14.Says ‘we’ & ‘let’s go’.
backs his people up. 15.values change.
6. Is always willing to learn. 16.Shows respect to
7. Seeks to improve people’s employees.
lives. 17.Inspires fear.
8. Lays the blame on others. 18.Appeals to the heart.
9. Is ready to learn from
employees.
10.Takes advantage of
people.
Managers tend to…… (order, impose, compose)
new procedures without …….(insulting,
consulting, supervising) employees.
No one seems interested in maintaining ……
(moral, morale, morality) among the staff.
The manager does not make his subordinates feel
…. (value, valued, admired).
Managers are ….. (authority, humanitarian,
authoritarian) and expect …… (superiors,
collaborators, subordinates) to be lazy.
Managers need to put their staff …. (charged, in
charge of, charging) their own projects, allowing
them to make more …. (satiscation, productivity,
decisions).
Employees need tp feel there are plenty of ……
(need, opportunities, manifestations) for …….
(work, promotion, better) and that the system is
(nice, responsible, fair).
…… (recognition, empowerment, growth) is
giving responsibility for key decisions to
employees.
performance, duties, inspiring, communicating,
supervising, profit, traits, resources

 In business, leadership is linked to ………... While it's not

solely about profit, those who are viewed as effective
leaders are the ones who increase their company's…….
 Leadership requires …….that extend beyond
management…….. To be effective, a leader certainly has to
manage the ……..at their disposal. But leadership also
involves……., ………. and ……….to name three more of
the primary skills a leader has to have to be successful.
Human Resources Management
(HRM)

Pr. El
Hannach
S2
Bus Com
Every organization, large or small, uses a variety of
capital to make the business work. Capital includes
cash, valuables, or goods used to generate income
for a business. For example, a retail store uses
registers and inventory, while a consulting firm may
have proprietary software or buildings. No matter
the industry, all companies have one thing in
common: they must have people to make their
capital work for them. This will be our focus
throughout the lecture: generation of revenue
through the use of people’s skills and abilities.
What Is HRM?
HRM) is the process of employing people,
training them, compensating them,
developing policies relating to them, and
developing strategies to retain them.
In the past, HRM meant processing payroll,
sending birthday gifts to employees,
arranging company outings, and making sure
forms were filled out correctly—in other
words, more of an administrative role rather
than a strategic role crucial to the success of
the organization.
Jack Welch, the former CEO of General Electric
and management guru, sums up the new role of
HRM: “Get out of the parties and birthdays and
enrollment forms.… Remember, HR is important
in good times, HR is defined in hard times”
(Frasch, et. al., 2010).
management Guru: A person whose ideas and opinions have had an
influence on business managers and who has become a well-known
figure as a result.
It’s necessary to point out here, at the very
beginning, that every manager has some role
relating to human resource management. Just
because we do not have the title of HR manager
doesn’t mean we won’t perform all or at least
some of the HRM tasks. For example, most
managers deal with compensation, motivation,
and retention of employees—making these
aspects not only part of HRM but also part of
management.
A human resource is a
single person or employee
within your organization.
Human resources refer to
all of the people you
employ.
HRdepartment is the division of a
company that is focused on
activities relating to employees.
Human Resource Management is
concerned with the ‘people’ dimension in
management. It…
 hires the right employees,
 fires the wrong ones,
 develops employees with potential,
 keeps everyone happy, …
Human Resources
Management
Functions of HR Management
Keep in mind that many functions of HRM
are also tasks other department managers
perform, which is what makes this
information important, despite the career
path taken. Most experts agree on seven
main roles that HRM plays in organizations.
These are described in the following
sections.
1. Staffing: Staffing involves the entire hiring process
from posting a job to negotiating a salary package.
Within the staffing function, there are four main
steps:
1. Development of a staffing plan. This plan
allows HRM to see how many people they should
hire based on revenue expectations.
2. Development of policies to encourage
multiculturalism at work. Multiculturalism in the
workplace is becoming more and more important, as we
have many more people from a variety of backgrounds in
the workforce.
3. Recruitment. This involves finding people to
fill the open positions.
4. Selection. In this stage, people will be
interviewed and selected, and a proper
compensation package will be negotiated. This step
is followed by training, retention, and motivation.
2. Development of Workplace Policies: One of the
jobs of HRM is to develop the verbiage
surrounding policies. In the development of
policies, HRM, management, and executives are
involved in the process.
Some examples of workplace policies might be the
following:
•Discipline process policy
•Vacation time policy
•Dress code
•Ethics policy
•Internet usage policy
3. Compensation and Benefits Administration: This
involves setting up pay systems that take into
consideration the number of years with the
organization, years of experience, education, and
similar aspects. Examples of employee
compensation include the following:
•Pay .Health benefits
•401(k) (retirement plans) .Stock purchase plans
•Vacation time . Sick leave
•Bonuses . Tuition reimbursement.
4. Retention: involves keeping and motivating
employees to stay with the organization. Ninety
percent of employees leave a company for the
following reasons:
1.Issues around the job they are performing
2.Challenges with their manager
3.Poor fit with organizational culture
4.Poor workplace environment
5. Training and Development: Employees who
feel they are developing their skills tend to be
happier in their jobs, which results in increased
employee retention. Examples of training
programs might include the following:
•Job skills training, such as how to run a particular
computer program
•Training in communication
•Team-building activities
•Policy and legal training, such as sexual
harassment training and ethics training
6. Dealing with Laws Affecting Employment:
Human resource people must be aware of all the
laws that affect the workplace. An HRM professional
might work with some of these laws:
•Discrimination laws
•Health-care requirements
•Compensation requirements such as the minimum
wage
•Worker safety laws
•Labor laws
7. Worker Protection: It is up to the human
resource manager to be aware of worker
protection requirements and ensure the
workplace is meeting both federal and union
standards. Worker protection issues might
include the following:
•Chemical hazards
•Heating and ventilation requirements
•Use of “no fragrance” zones
•Protection of private employee information
Who is responsible for HR
management?
 Human resource officer or Manager is
responsible for human resource
management in the organization.
 The HR manager is responsible for the
administration of all human resource
activities and policies.
HR Managers

They are the overseers of the

human resources department
They are seen as the link
between an organization’s
management and its
employees.
HR Managers: Skills
1. Technical skills:
a. Decisional skills.
b. Organizational, (management) skills.
2. Soft skills
a. Interpersonal skills in order to develop positive
working relationships with their colleagues.
b. Leadership skills to inspire their employees .
c. Speaking skills to clearly communicate
information and instructions to their staff and
other employees.
HR challenges

I. Environmental
Challenges
II. Organizational
Challenges
III. Individual Challenges
Environmental challenges
 Rapid Change
 Globalization
 Technology
 Work Force Diversity
 Job & Family Roles
 Economic crises
Organizational Challenges
 Surviving Competition
 Controlling Costs
 Management issues
 Improving Quality of the product/service
Individual Challenges
Lack of motivation & low
Productivity
Brain drain
Job insecurity
Top Motivators used by HR
 Job security & stability (hire incentives, fixed pay,
retirement benefits, health care assistance)

 Financial compensation (insurance benefit, good

work-life balance)

 Work appreciation by employer (Good

relationship with superiors,)
Conclusion
 Everyorganization wants to attract,
motivate, and keep qualified employees
and match them to jobs for which they
are well-suited. Human resources
managers accomplish this aim by
directing the administrative functions of
human resources departments.
Practice Exercises
Duties of Human Resources Managers:
Insert the right word in the space given.
staffing ,opportunity , staff , oversee , interview,
coordinate , link, consultants, talents
1. HR manager plan and coordinate an organization's
workforce to best use employees' ……..
2. They …..an organization's management with its
employees
3. They plan and …..employee benefit programs
4. They serve as ….with other managers advising them
on human resources issues, such as equal employment
….and sexual harassment.
5. They ….and supervise the work of specialists and
support…. .
6. They oversee an organization's recruitment,…..,
selection, and hiring processes.
7. They handle …..issues, such as mediating disputes and
directing disciplinary procedures.
Business Memos

Business Com
Prof. El Hannach
(PL: memoranda; abbr: memo; from the Latin
memorandum, "(that) which is to be remembered")
Introduction

 Two types of communication exist in business:

 External communication (between the company
and outside parties, other companies,
governments, clients, insurance bank,…)
 Internal communication refers to all kinds of
correspondences within the same organisation,
including reports, emails, notices,
announcements, memos,…
Business Memo(randum)

 Whether a person is the managing director of

a big multinational, a sales manager in a
small firm, or a junior executive in a
government department, all have to write
memos.
Memo(randum)

 The memo is a medium of internal

professional communication.
 It is used to access a (large) number of
interlocutors inside the same organisation.
 It saves time and reduces costs.
 The memo has a formal format, but could be
used for formal purposes as well as for
informal (casual ) stuff.
What is a memo(randum)

 A memo is an internal document that is

generally short.
 The memo:
◼ Focuses on a single topic;
◼ Reports information;
◼ Makes a request;
◼ Recommends actions,…
 The memo follows a specific format, depending
on the organisation.
Purpose of business memo

 Business memos can:

◼ describe a problem;
◼ Request information;
◼ Ask for additional resources;
◼ Explain policy statements;
◼ Contain office instruction or guidelines;
◼ Persuade the reader to take action;
◼ Invite the reader to meeting/ conference;
◼ Give feedback, suggestion, recommendations;
◼ Seek explanation;
◼ Be just a reminder,…
Memos vs Letters

 Memos are used in internal communication;

 Memos are not as sophisticated in style and
language;
 Memos are very often used for unsensitive
communication;
 Memos are short and to the point;
 Memos have a more direct style;
 Memos do not have a salutation;
 Memos do not have a complimentary
Parts of a memo

 Standard memos contain four parts:

◼ Heading,
◼ Opening
◼ Body
◼ Colsing
Heading

 It includes four elements:

◼ MEMORANDUM, as a title, followed by the
name of the organization, company, department,
team, unit involved
◼ The recipient’s name and designation;
◼ The sender’s name and designation;
◼ Date (current date);
◼ Re(garding)/ Subject (topic of the memo).
Example of heading segment

MEMORANDUM
Sales department

To: Mr. Mike Horn, Sales Manager

From: Miss loubna Alami, Assistant

Date: March 22, 2017

Re: sales summary for the year 2016

Parts of a memo: opening

 Most memos begin with a short paragraph

(or just a sentence) describing the basic
purpose of the memo.
 Example:
As you requested, here is a copy of the annual sales
report of our new product «Mint candy», launched on
December, 2015.
Parts of a memo: body

 The body of the memo contains the

message.
 It describes, explains and discusses, the
central idea of the memo.
 It includes all the details that support the
sender’s idea.
Parts of a memo: closing

 Memos should be closed with a polite

ending, stating what action the reader is
required to take.
 Example:
Please send your recommendations to me by March 30,
2017 so that we are able to complete the project by
before the end of April, 2017.
Characteristics of Effective
Memos

 Good memos share the following

charactersitics:
◼ Clarity
◼ Conciness
◼ Unity of theme
◼ Informal tone
Formal Memo: example

MEMORANDUM
IMA project team
 To: All IMA Members
 From: Joy Ninginn, Team leader
 Date: 14 February 2015
 Re: New group project
 The group project is about to be launched. A
meeting will be held on 01 March 2015 at 10
Formal Memo

MEMORANDUM
Design team #48
To: Design Team #48
From: W.B. Jones, HR manager
Date: March 23, 2017
Re: Project Schedule
This memo responds to your request to move the
weekly meeting from 9:00 to 10:00. This request
is satisfactory as long as it is approved by
Informal Memo: example

MEMORANDUM
Managschool, Rabat
 To: All teachers
 From: Mary- Ann Wills, ICT trainer
 Date: 25 December 2015
 Re: Invitation to my baby shower.
Waiting for you next Saturday at 3pm in my
house to celebrate my pregnancy.
Informal Memo

MEMORANDUM
Margot corp
 To: Carlos Solis, Top Manager
 From: Mercedes Monaim, IT assistant
 Date: March 17, 2017
 Re: Resignation
I would like to tell you that I QUIT….
Memo 1

 Write a memo to the head of the HR

department telling him that you have
found a better-paid job and that you’ll
quit your present post at the end of the
month.
Memo 2

 The head of the HR department is

inviting the peronnel to the dinner the
department is organising to bid farewell
to Mr. Henry Fireman and Mr. Paul
Craft after their retirement. Write the
memo precising the date and location of
the dinner.
Memo 3

 You are Ms. Owen Parker, a lawyer in

Harper & Harper Co.. You are obliged by
the internal policy of the company to inform
the manager about any ramantic
relationaships you might have with another
member of the company. Write a memo to
the whole company members informing them
that you are dating Nicole of the print and
publiching department.
Memo 4

 Mr Brad Stevenson, the CEO of Transport

Equilibrium, has written a memo to the
whole company peronnel inviting the to
participate to a charity marathon that’s held
every year for the benefit of the homless
people.
Memo 5

 You are Mrs. Stacy Kent, the assistant of the

CEO of Home Service Planner, and you
would like to invite your colleagues in the
company to your baby shower.
French/Canadian Curriculum Vitae
& Motivation Letter
Prof. El Hannach
General Fact
• What is a CV?
• According to Oxford Learner’s Dictionary, “ a CV is the
abbreviation of Curriculum Vitae; it is the written record of your
education and the jobs you have done. [It also comprises a set of
details about your language proficiency, ITs skills, and leisure]
You send/need it when you are applying for a job”.
CV Order
• By order, we mean the organization of sections sketched on
your CV.

• The Canadian CV is different from the French paradigm.

French and Canadian CVs: Comparison
• The Canadian CV has a reverse chronological order compared to the French CV.
• To grasp this datum, we need to firstly check the French CV format.
• French CVs use the following order:
1)On the top of it, you mention some personal details that include: Full
name, contact adresses, marital status, and nationality + professional
photo
2) Education – Formation: Mention your educational certificates and
diplomas from recent to old ones + The name of the issuing institution.
3) Work history – Expérience professionnelle: Include relevant
previous jobs, starting with the most recent and working backwards.
Include the year(s) you worked there, your job title, company name and
length of employment, as well as a concise list of your responsibilities.
4) Specific skills – Compétences spécifiques: This is where you
include your language skills (i.e. what languages you speak and to what
level – native language, bilingual, fluent, proficient etc.); whether you
have a driving licence and your computer skills.
5) Hobbies/leisure activities – Centres d’intérêts: Keep this short
and try to choose hobbies that could be relevant to the position you
are applying for or things that set you apart from the crowd. Don’t be
tempted to exaggerate as you may have to talk about them in an
interview!
6) Referees /Référence: Leave some contact information of credible
people for the sake of consultation.
Full Name
Postal address/ Email/ Phone / WhatsApp / Marital status / Nationality Photo
EDUCATION
2020-2023 Bachlor’s Degree in English Studies, Literature Stream
Poly-Disciplinary Faculty of Nador, Morocco
2020-2022 Associate’s Degree in General English Studies
Poly-Disciplinary Faculty of Nador, Morocco
WORK EXPERIENCE
2023-2025 Journalist at Morocco World News E-newspaper, Devision of Political News
News Articles Writer – Supervisor of Internship Journalists
SPECIFIC SKILLS
-Language: Excellent English / Excellent Arabic / Good French
-Computer Skills: Pack Office ( Word, Excel, Powerpoint)
PASSIONS
-Writing short stories & Travelling
The Canadian CV Order

• 1) A header for contact information: In your header, make sure to include

contact information, location, and your name. You don’t need your full address
or a picture.
• 2) A resume profile: There are two methods for a resume profile: an objective
or a summary. The more experience you have, the more likely you are to put a
summary. However, beginners or freshly graduated job seekers should use a
resume objective.
• 3) Work experience: This section will be the largest part of your resume.
When you list your work experience mention the following:
• Role and responsibilities
• Company names
• Dates you’ve worked
• Skills and accomplishments
• 4) Education (if necessary/applicable): Education is a necessary part of
your resume, even if it seems as though most people don’t look at it. Make
sure it’s visible but doesn’t distract from your work experience.
• 5) Applicable skills: If you don’t have the required experience for the job,
any applicable skills might help your case. Use professional language and
be specific in how your skills and experience coincide with the job you’re
applying to.
• 6) Extra sections: Any extra information should go into these sections.
Insert volunteer work, awards, certificates, and other relevant experience
here.
Jessica Browns
A qualified journalist who is fraught with passion and professionalism
001-708999623/ [email protected]/Linked address/ Online portfolio
48 Oak Street Chicago 60007 / Married / Mexican
SUMMARY EDUCATION
I am a motivated journalist who is skilled at writing, information Bachlor’s Degree in Communication
seeking, and correspondance. My experience in journalism allows me to 2007-2011/Chicago University, USA
,
be a cooperative person who is also good at problem-solving situations.
WORK EXPERIENCE LANGUAGES
News Writer 2016-2023 • English---------------------------------
Chicago Sun-Times • Spanish -------------------------------
Phoenix, AZ • French-- --------------- ---------------
-Led a team of 9 journalists at the Division of Social News.
COMPUTER SKILLS
-Winner of best published article on the 17th of October, 2019.
-Trainer of more than 15 internship journalists.
Office: (Word, Excel, Powerpoint)
-Writer of more than 2000 articles and news stories. Photoshop
News Correspondent 2012-2015 Graphic design
L.A Live PASSIONS
Zone Park, L.A • Reading
-Covered different events in more than 35 American states and 22 countries • Shooting shorts
around the world. REFEREES
-The Head of L.A Live’s News Correspondence Service. Full Name / Title / Email address
-The representative of L.A Live in Global Media Conference held at the UN. Phone number
Self-description Acheivements & Responsibilities
Accurate Achieved
Adaptable Formulated
Confident Planned
Hard-working Generated
Innovative Managed
Pro-active Represented
Reliable Completed
Responsible Implemented
Took over
Coached
Education

Obtained
Earned
Majored in
Do degree in
Graduate from
Holder of
Cover Letter
• Cover letters are meant to provide context for the resume and provide
detailed examples of how your relevant experience has been utilized in
similar situations.

• Unlike a resume which focuses on the breadth (size) of your experience,

cover letters are meant to go into depth about several key skills relevant to
the position you are applying for.
Cover Letter Elements
The Header: 1) It includes your full name and contact information. 2) It should use the same
contact information mentioned in your CV. 3) Date 4) The recipient’s name. 5) The recipient’s
title 6) Company name 7) Company address
Example
Jessica Browns
001-708999623/ [email protected]/Linked address/ Online portfolio
12/03/2023

Mr. Steve Jeremy

Hiring Manager
People Magazine
12 Harlem Street
New York, 10001
• A cover letter usually encompasses 3 to 4 paragraphs and each paragraph highlights
specific information.

Paragraph 1:
Salutation: Start with 1) Dear Mr./Ms. + Full name / 2) If you don’t know the gender,
only write the full name of the recipient / 3) If you don’t know the name of the
recipient, write his/her position (i.e Dear Hiring Manager,) 4) If you have no clues,
say: To whom it may concern.
After salutation, you start writing the first paragraph.
Introduce yourself and the purpose of your letter.
Write why you want to work at that organization (be specific, if you are applying to
Nike, don’t say you want to work there because you like sports, say something specific
about that brand).
State what position you are applying for and how you learned of the opportunity.
Write what skills you will bring to the organization, not how you will benefit from
the position.
Opening Paragraph Example

Dear Mr. Steve Jeremy,

I am writing to apply to the Spring 2016 public relations internship at
LaForce + Stevens. The agency’s innovative digital branding strategies,
especially for high-end fashion clients, are redefining the industry,
particularly in its work with Perry Ellis. My experience in public relations
and background in fashion design would make me a great fit for the fast-
paced LaForce + Stevens team.
Middle Paragraph (s)/ Maximum 2 paragraphs

• In the first sentence of each paragraph, introduce 1 to 2 skills that

prove that you’re a good fit.
• In the following sentences, describe the places where you have
demonstrated that skill. (ex: internships, work, school etc.)
• Choose 1 to 2 examples/stories that illustrate how you used that skill
and how it added value to the organization.
Middle Paragraph (s): An Example
As an account executive at PRLab at Boston University, I created a social media strategy for
my client Ben & Jerry’s. I collaborated with other account executives to integrate innovative
ideas into our online brand conversations to engage potential and existing followers.
Throughout the semester, we have increased social media followers by 45% and engaged the
community—especially the thousands of Boston-area students—in the brand through
traditional and social media. In addition, I built a media list for Ben & Jerry’s of contacts in
local, college, and national media to gain more earned coverage for the brand. So far, two
local papers have published articles based on the press kit I assembled and pitches I wrote to
journalists.

In addition to my social media experience, I have been designing and making clothes for
years in class and on my own. I understand the demands of the fashion industry and have the
keen sense of style necessary to create brand strategies that compellingly represent high-end
fashion brands. From my public relations experience and background in fashion, I would be
an enthusiastic, creative asset to the public relations department here.
Closing Paragraph

• Thank the hiring manager(s) for their time.

• Re-express your interest in the role.
• Demonstrate knowledge of the employer.
• Mention that you look forward to hearing from them. For e.g. "I look
forward to hearing back from you and your team".
• Sincerely,
• First Name Last Name
Closing Paragraph: An Example

I look forward to talking to you further about my skills and qualifications for
the spring 2016 public relations internship at LaForce + Stevens. I can be
reached by phone at (617) 353-3490 and email at [email protected]. I reaffirm
my willingness to undergo an effective professional internship with your
masterful team. Thank you for your time and consideration.
Sincerely
Jessica Browns
Email & Cover Letters
• Some jobs require you to email your resume and cover letter. When you have to submit your
applications this way, it is common to include a short note. These notes should include the following:
Address it to the hiring manager
• If you’re supposed to email [email protected], send the application there, but include the name
of the hiring manager—whoever you addressed your cover letter to.
Keep it formal
• Be polite and courteous.
Keep it short
• Elaborate explanations and introductions don’t belong here. Two sentences are plenty; three is more
than enough.
Include the job title in the email body and subject
• Make sure the application ends up in the right folder. Tell them how (file format) and where (attached)
they’ll find the important docs (resume + cover letter).
Include your contact info and name
• Put your name and contact info in the body of the email and the email signature.
• CV & Cover Letter Email: An Example
Dear Mr. Steve Jeremy,
I am pleased to submit my application for the account associate position at Big Ads
Firm. My resume and cover letter are attached in a PDF. Please contact me at
[email protected] if there is a problem with the file.
Thank you for your consideration.

Jessica Browns
[email protected]
617-753-27363
Linkedin.com/in/JessicaBrowns
References

-BU COM, Career Services. Cover Letters. Boston , s.d. URL

https://www.bu.edu/com/files/2021/04/Cover-Letter-guide.pdf
-Unkonwn. Expatica. 13 02 2023. 12 03 2023.
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examples/tech/>.
Face-to-Face Interviewing
Prof. El Hannach
What is an Interview?

The dictionary defines an interview as a face-to-face

meeting for the purposes of consultation. In other words, it
is a discussion between two or more people for one reason
or another. Organizations, companies and institutions use
this method of meeting and discussion to help them choose
the best candidates to employ.
The Incumbency of an Interview
-Workers cost high salaries.
-Usually the rate companies pay to employees is 70% of the overall
incomes.
-Making mistakes in recruitment can be awful for the person concerned,
a worker who is unhappy or unable to do their job properly can be a
great burden, and if conflicts develop they could destabilize the whole
team and may ultimately jeopardize the output or function of the entire
organization.
-Obviously decisions about who to employ have to be taken very
seriously.
The Right Person

The right person means the individual who will contribute most to the
good of the company or organization and who will repay the time and
money invested in them as an employee by staying with the company
and performing well.
Types of Interviews

Not all interviews are to do with applying for jobs though.

1) Getting vacant job (permanent or temporary / full time or part-time).
2) Becoming a college student.
3) Securing a place on a training course.
4) Starting voluntary work.
5) Joining a social club or society.
NB: Your first interview is not your final one:

-Many of us will be frequently interviewed once we are in a job, or studying

on a course, by our supervisors, managers or tutors.
-These interviews can have a variety of purposes:
1) To appraise or review our progress.
2) To monitor our performance in the job.
3) To consider specific projects.
4) To help us plan our future development.
5) To resolve work or study problems and sometimes for mediation or
disciplinary matters if work difficulties persist.
Interview Place as an Advantage
Interviews are basically held in camera.

Hence,
1) Privacy and confidentiality are guaranteed.
2) Comfort is assured
3) Physical noise is sidestepped.
4) Communication is interactional (You have right and time to speak)
One person Vs Panel Interviews
Minor positions
-Little jobs usually require one interviewer (i.e manager/HR/Business owner) to
examine candidates.

Senior or Responsibility positions

-Responsibility jobs entail the presence of a panel or jury, as each interviewer
addresses specific skills in the candidates’ profile.
An example could be for the post of a customer care manager. The Director of
the organization may be present together with the Head of Customer Relations
and the Human Resources Manager.
Interview Time Allocation
• An Interview usually ranges from 20 minutes to one hour depending on the
job you apply for. Some senior roles take longer than one hour.
Most Common Mistakes
1. Arriving at the interview unprepared for what is to follow.
2. Having a sloppy appearance or too relaxed an attitude to the interview.
3. Not showing any excitement about, or enthusiasm for, the work.
4. Not seeming to understand the requirements of the job properly.
5. Not showing that they have fully considered all aspects of the vacancy, eg
indicating a dislike of paperwork when it is clear that this will form a large
part of the job on offer.
6. Not answering the questions fully and giving answers that are too short.
7. Being vague about details and just providing lots of unstructured
waffle in their answers.
8. Not being clear about their skills and abilities, i.e being too vague or
modest.
9. Seeming overly concerned with what they can get from the job rather
than conveying exactly what they are offering.
10. Using pretentious language or jargon instead of normal speech.
These are the 10 qualities that are most in demand by employers:
1. Flexibility.
2. Helpful and caring attitude to clients and customers.
3. Supportive team member.
4. Keen to take on responsibility to organize people or projects.
5. Having a positive attitude in the face of difficulties or challenges.
6. Displaying enthusiasm for the work.
7. Able to handle change.
8. Looking smart.
9. Ready to participate in continual learning.
10. Good time-keeping
Planning and Preparation
-PLANNING and PREPARATION allow you to immerse yourself in the
process to give you CONFIDENCE which leads to ENTHUSIASM and
SUCCESS.

1) Your view of yourself (Your education / prior experience / what went

well / what you can do etc . . .
2) Your view of the employer (What do they do exactly?)
3) Conduct research about the vacant job (Requirements, job description,
clerk’s specifications and tasks)
4) Learn some marketing (Prepare as if you are selling yourself/ high
competition for jobs necessitate marketing strategies)
5) Mind the gap (i.e working for a long time in a dead-end position/
being unemployed for a long duration etc . . .) Try to convince by
providing solid reasons and how such lag made you stronger.
6) Rehearse: Use mirrors, friends, or video recordings and have
yourself used to interviews.
7) Fake it till you make it.
8) Areas of likely questions (Predict as much as possible questions)
• (a) Your qualifications and skills (Provide a concise list of courses taken and
internships held) NB: If you are not sure about your qualifications and skills,
you will look unprofessional. By responding to qualifications and skills, the
interviewer doesn’t seek a recitation of what you studied or did, yet they are
looking for what you have acquired from those experiences.
• (b) Your previous work experience: Just like your CV, your interview
responses should demonstrate your successful achievements and
accomplishments in this or that work, including projects, IT proficiency, and
language abilities. Besides, show your interviewer some soft skills you
fruitfully employed with your teamwork.
• (c) Your character or personality. (By demonstrating certain advantages
involving personality or character, the candidate is successful in getting the
job. Show for instance that you are level-headed/accountable/friendly/
openminded etc . . .
All these qualities can be dealt with in a question, like introduce yourself
please.
Foretold Questions
Education
• Q1 Why did you decide to go to college?
• Q2 Can you tell me about your college course?
• Q3 Did you enjoy any particular part of your studies more than the
rest?
• Q4 Can you tell me about a project that you worked on at school or
college?
• Q5 Would you recommend your course to other people and, if so,
why?
• Q6 What do you feel you gained from going to college?
• Employment history
• Q7 Have you had any work experience?
• Q8 Can you tell me about your last job?
• Q9 What did you enjoy most in your last job?
• Q10 What did you find most challenging in your last job?
• Q11 Tell us about an area in your last job where you feel you could have performed better.
• Q12 Why did you leave your last position?
• Q13 What have you been doing since you left your last job?
• Q14 What will your last employer say about you if we ask for a reference?
• Q15 What would your colleagues from your last job say about you if we asked them?
• Q16 What has been your greatest achievement in your working history?
• Q17 Can you tell me about a problem that you have had to deal with?
• Q18 What would you do if you had a problem that you could not deal with – perhaps if you were
faced with a difficult customer?
• Q19 Which of all your jobs have you found the most interesting, and why?
• Q20 What are the most satisfying and the most frustrating aspects of your present/last job?
Interests
• Q21 What hobbies or interests do you have?
• Q22 Tell me about your favourite activity outside work.
General
• Q23 What are your strengths? / Q24 What are your weaknesses?
• Q25 What are you most proud of? / Q26 Which current affairs problem have you been
aware of lately?
• Q27 What do you see yourself doing in five years’ time? / Q28 Why should we employ you
rather than another candidate?
• Q29 What other careers are you interested in? / Q30 Which other organisations have you
applied to work for?
• Q31 What does equal opportunities mean to you? Q32 How would you put equal
opportunities into practice?
• Q33 When have you needed to be at your most tactful in your work? Q34 What sort of
person are you?
• Q35 How would you describe your team/management style? / Q36 Are you a creative
person?
The vacancy
• Q39 Tell me what you know about this organisation.
• Q40 Why do you want to work for this company?
• Q41 If you were offered this job, how do you think you would spend your first two weeks
with the company?
• Q42 What do you think are the most important issues facing this organisation at the
moment?
• Q43 What do you think you can contribute to this company?
• Q44 Why are you applying for the post?
• Q45 Which areas of the job description are you weakest at and how would you compensate
for this?
• Q46 This job is too highly paid isn’t it?
• Q47 This job needs to be filled by a motivator – tell us how you would do that.
• Q48 You will have some difficult characters in your new team. How will you handle them?
Making positive impression
• Clothing: Put on formal harmonious garments.
• Posture: You must walk tall with your shoulders back, pulling yourself up by
the head to increase your height and make your spine straight.
• Sit: Sit with a straight spine and up head. Let the back of the chair help you.
Do not slouch or sprawl in your seat. This needs practice in advance.
• Smiling: Smile at the beginning and end of interview. (icebreaker / courteous
closure) (Shacking hands if applicable) (icebreaker)
• Eye contact denotes interest, frankness and confidence. Notice! Don’t stare in
an intimidating manner.
• Gestures: Put your hands clasped on you lap or lay them on the arms of your
chair. Don’t look steady as a statue and don’t use much gesticulation.
• Voice: Your voice tone reflects whether you are comfortable or discomposed.
If you don’t trust what you say, you will gabble, stammer, speak softly, or
hesitate leaving gaps between words (pause sounds). To avert this, you should
look natural, understand that your interviewer is mere a human like you, and
THAT interview is not the end of the world. Besides, use the information you
know with audible and varied tones.
• Controlling nerves: Use what is known as ‘fight or flight mechanism’. That is,
you have to consider the previous energy and trouble spent on your
preparation and life struggle to come on stage on the day of interview. You
should proactively personify nerves as people who want to pull you back, and
they are one of your competitors similarly to the other candidates.
• Increasing relaxation: Dread produces Adrenaline and the latter starves the
brain of the necessary oxygen to think normally. When there is time out, make
sure to exhale through your nose and inhale through your mouth to help your
brain receive the oxygen it needs.
Some donts
• Don’t negotiate salary
• Don’t say I don’t know the answer
• Don’t consider interviewer teasers an insult
• Don’t sound weak
• Don’t snob or show off
• Don’t look reckless
• Don’t be short tempered
• Don’t show disrespect
• Don’t be stubborn
• Don’t resent from criticism
Reference
Corfield, Rebecca. Successful Interview Skills. 5th. London: Kogan Page, 2009.