Ch. 13 Business Communication

Before you start writing your resume, you do some research and learn that there are three common types of resumes: -A chronological resume lists your work history in reverse order, starting with your current or most recent job and working backwards. It is the most common way to organize a resume, and many employers like this format because it presents your work history in a clear, easy-to-follow arrangement. -A functional or skill-based resume focuses on skills and capabilities you possess that qualify you for a position. Instead of listing your work history at the top, a functional resume begins with key areas of experience, responsibilities, and accomplishments. -A combination resume highlights the strengths of candidates who have both relevant work experience and skills. It meshes the skills focus of the functional resume with the work history focus of the chronological format. Which type of resume will you choose to use?

Combination resume

Because you've decided to write a combination resume, the next section will be your work experience. During high school, you worked as a cashier at a home improvement store. During college, you've worked at a specialty grocery store. You started out as a stockperson and were recently promoted to Assistant Team Leader. Given this information, which of the following would be the most appropriate way to state your employment experience on your resume?

Specialty Grocery Store: 6/20XX-PR 3/20XX-PR-Assistant Team Leader -Assisted Team Leader in providing customers with a consistently positive shopping experience -Ensure that team members respond to backup cashiering calls within 60 seconds or less -Developed innovative social networking site for employee scheduling that was adopted as a corporate model 6/20XX-3/20XX-Stock Associate -Perform daily stockroom maintenance and shipping tasks -Maintain warehouse in compliance with OSHA safety standards -Achieved 95% average productivity rate over a 2-week evaluation period Home Improvement Store: 9/20XX-6/20XX Front-End Cashier -Responsible for processing sales and returns using a cash register -Promoted customer loyalty plans and/or extended protection/replacement plans -Address and diplomatically handle customer complaints -Earned status as Part-Time Employee of the Month 3 times

Before applying for the job at Structural Sound, you talk to your mentor from Your College/University, Professor Kingston, who tells you that she has a former student, Megan Stein, who works as a Benefits Analyst at Structural Sound. He suggests that you call Megan. When you do, she tells you that you can send your resume directly to her, and she will make sure that it goes through to Lindsey Swanson, the Director of Human Resources at Structural Sound. First, however, you need to compose a cover letter. Remember that it will be important to establish why you are writing to the recipient, clearly identify the position for which you are applying, and explain why you believe you are a good fit for the opening. Of the following options, which opening paragraph would be most appropriate, given the situation?

To whom It May Concern: I am interested in the job you posted recently on Monster.com for a Human Resources Assistant. I will be graduating from Your College/University in a few weeks and am seeking employment after graduation.

No matter what format you've selected, a resume typically begins with an introductory statement or objective. It is essentially a one- to two-sentence summation of what you have to offer an employer and your short-term professional goals. A well-written objective is both confident and succinct and should persuade the hiring manager to continue reading your resume. Of the following options, which objective statement would be most appropriate to begin your resume?

BSBA graduate seeking a position with a company that will require me to utilize my skills, abilities, and experience to ensure the company's success.

In a combination resume, the objective statement is typically followed by your educational background. Before enrolling in your current college/university, you attended a community college and earned an associate degree in Business Administration. Now, in addition to the core requirements for your BSBA degree, you have taken 21 credits of human resource management-specific courses, including: International Human Resources Management, Recruiting/Selecting Effective Employees, Employee Training and Development, Human Resource Management: The Legal Environment, Negotiation and Dispute Settlement, and Managing Performance and Compensation. Your overall GPA at the community college was 2.6, but you have earned a GPA of 3.6 in your bachelor's degree program, with a 4.0 GPA in your area of concentration. You've made the Dean's List all semesters in your BSBA program. Given this information, which of the following would be the most appropriate way to state your educational background on your resume?

BSBA, Your University 20XX-20XX -Concentration in Human Resource Management -Coursework focused on human resource management -GPA 3.6 overall; 4.0 in area of concentration -Dean's List all semesters

Because you've decided to write a combination resume, the next section on your resume will be the skills and abilities you believe you can bring to the employer. If you have any relevant professional certifications, these would also be listed in this section. You would like to highlight that you have excellent communication skills, are proficient in Microsoft Office, have some experience in Adobe InDesign, and have leadership skills learned at your position as Assistant Team Leader at the Specialty Grocery Store. You are also conversational in Spanish. Given this information, which of the following would be the most appropriate way to state your skills and abilities on your resume?

Communication Skills -Excellent written and verbal communication skills -Adept at addressing and diplomatically handling customer concerns and complaints -Experienced in training customer service associates -Conversational in Spanish Leadership -As Assistant Team Leader at Specialty Grocery Store, assisted in leading team of 10 members in providing customers with a consistently positive shopping experience -Developed innovative social networking site for employee scheduling that was adopted as a corporate model Computer/Technical Skills -Proficient in Microsoft Office Experienced in Adobe InDesign desktop publishing software

Now that you've introduced yourself and gained Ms. Stein's attention, it's time to write the body of the cover letter. In the body, you should build interest in your resume by demonstrating your knowledge of the company and outlining the skills that specifically qualify you for the position. It will be important in this section to use the keywords outlined in the job posting to identify how your skills fit Structural Sound's needs, and you should demonstrate your knowledge of Structural Sound by showing how your abilities match the goals of the organization. Before you start writing, let's take another look at that job posting. Given the situation, which of the following bodies of your cover letter would be most appropriate?

As a new BSBA graduate from Your College/University, I am seeking a career where my academic-based experience, combined with my enthusiasm and dedication to achieving success, will make a positive difference for Structural Sound's employees and customers. My college curriculum has included 21 credit hours of coursework in many facets of human resource management, including recruiting and selecting employees, wage and salary administration, and benefits administration. During high school and college, I worked in a fast-paced retail environment where customer service is paramount, and I—like Structural Sound—have always believed in doing the right thing for the customer. In addition to strong oral and written communication skills, I have proficiency in all facets of Microsoft Office and familiarity with several other software applications.

It's time to close your cover letter. Remember that the purpose of the cover letter is to land an interview, so this section should address the "action" portion of the AIDA model. Of the following choices, which closing would be most appropriate for your cover letter?

I am confident that I can bring value to Structural Sound, and I would welcome the opportunity to discuss how my experience and skills can contribute to Structural Sound's continued growth and success. I would appreciate the opportunity to meet with you and further discuss my qualifications. I can be reached by phone at XXX-XXX-XXXX or by email at [your email address]. Thank you again for your review of my credentials, and I look forward to hearing from you.