WRNH Participant Manual (Rev. Sep 2015)

Soft Skills Course
Participant Manual
In partnership with
Rev. Sep. 2015

Table of Contents
Getting Your Job Search Started.……………………………………………… Tab 1
Creating a Dynamite Job Portfolio……………………………….…………… Tab 2
Mastering the Interview.……...……………………………………………....… Tab 3
Communication Strategies……………………………………………..…...….. Tab 4
Critical Thinking.……………..……………………………………………….…….... Tab 5
Problem Solving and Decision Making……………………………………… Tab 6
Building Better Teams……………………………………………………………… Tab 7
Critical Elements of Customer Service………………………..….………… Tab 8
Conflict Resolution……………………………………………………..….………… Tab 9
Business Ethics for the Office………………………………………………..…. Tab 10
Safety in the Workplace…………………………………………………………… Tab 11
Celebrating Diversity in the Workplace……………………….………..…. Tab 12
Workplace Harassment.…………………………………………………………… Tab 13
Bullying in the Workplace……………………………………………………..…. Tab 14
Personal Brand……………………………………………………………………...…. Tab 15
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Soft Skills Participant Manual
Getting Your Job Search Started

Getting Your Job Search Started 2
Managing Change
Finding a new job is about making changes and handling transitions, which we can manage very
well when we are prepared. Change is a part of life, and changing jobs is a part of the world of
work in many ways.
What is Change?
Change is anything that moves you outside of your comfort zone. Depending on your point of
view, change can be for the better (graduating school and looking for that first big opportunity)
or the worse (fired from work and feeling terrible about it). It can also fall somewhere in
between, where we accept that there can be some interesting, exciting, or challenging things
coming in the days and weeks ahead.
Everyone’s adjustment period to change is unique. It is easiest for those who are flexible in
their approach in different circumstances at life and work, but can be devastating for people
who are unable to let go. Change can be awkward at first, but like being propelled into a steep
turn on a roller coaster, it can also be exhilarating. It can motivate you to do your absolute best.
During change, time can seem to move very slowly for the reluctant, but it can be a whirlwind
for those who are ready for it.
Change is needed if we are unhappy with where we are, when old practices or processes no
longer work, or when a job no longer exists. It can be like pulling a new sweater on over your
head; for a moment you cannot see, but you know you will feel warm and comfortable once
you can get your head out of the hole.
The Importance of Values
Values exist at your very core. Understanding what you value means that you can target the
right companies for the right job. When our values are inconsistent with those of a workplace,
we disengage from the work and leave it, either physically or emotionally.
Do you know the things that are important to you? People often do, although they may struggle
with putting their values into words. This exercise will help you to define what is important to
you in terms of work, and help you to decide what kinds of jobs you will look for or companies
that you will consider.
Your values are extremely important to you. It’s important to match your values with those of
your work. For example, if one of your values is about being paid what you are worth and you
work somewhere that pays everyone the same wage no matter how much work they do, your
values don’t match those of the organization. In this case, there may not be a big problem
initially, but over time, if you observe that people are getting paid the same as you without
seeming to work as hard, you may become cynical. On the other hand, if you value the idea that
teamwork and the efforts of the team combine to make the company do well, you may not
have any difficulty with having everyone paid the same wage.
 2005-2013, Velsoft Training Materials Inc.

Identifying Your Values
The list below includes some commonly held values, and there are extra spaces at the end to
add values that are important to you. Read each statement and then rank each value according
to the following:
1. Not important
2. Quite important
3. Very important
Abundance: Making enough money to live very comfortably.
Achievement: Accomplishing goals, either short or long term.
Adventure: Have work duties or hobbies which involve frequent risk taking.
Aesthetics: Studying or appreciating the beauty of things, ideas, etc.
Affiliations: Be recognized as a member of a particular organization or department.
Artistic Creativity: Engage in creative work in any of several art forms.
Change and Variety: Have work responsibilities that change often.
Community: Live and work in a town/city where I can get involved in local programs
and issues.
Competition: Working with and against others where there are clear win/lose
outcomes.
Creativity (General): Create new ideas, programs, organizational structures, or
anything else not following a format previously developed by others.
Fast Pace: A high pace of activity; things must be done rapidly.
Friendships: Develop close relationships with people as a result of my activities.
Help Society: Do something to improve the world I live in.
Independence: Be able to determine the nature of my actions without significant
direction from others; not have to do what others tell me to.
Influence People: Change attitudes or opinions of other people or alter their
behavior.
Intellectual Status: Be regarded as a person of high intellectual prowess or as one
who is an acknowledged expert in a given field of knowledge.

Knowledge and Learning: Engage myself in the pursuit of knowledge, truth, and
understanding.
Location: Find a place to live (town or geographical area) that is conducive to my
lifestyle and affords me the opportunity to do the things I enjoy most.
Make Decisions: Have the power to decide courses of action, policies, etc.
Maximum Use of Abilities: Being able to apply as many of the things that I know as
possible.
Moral Contribution: Make a significant contribution through moral standards that I
feel are very important.
Physical Challenge: Have a job or hobbies that makes physical demands that I would
find rewarding.
Precision Work: Work in situations where there is very little tolerance for error.
Public Contacts: Have a lot of day-to-day contact with people.
Security: Be assured of keeping my job and a reasonable financial reward.
Stability: Have a routine that is largely predictable and not likely to change over a
long period of time.
Supervising or Managing Others: Influencing the work activities or some aspect of
the outcomes produced by other people.
Time for Self and Family: Establishing balance between work and other interests
and relationships.
Work Alone: Do projects by myself without any significant amount of contact with
others.
Work Under Pressure: Work with deadlines and/or where quality of my work is
evaluated critically by superiors, customers, or others.
Work with Others: Have close working relationships with groups; work as integral
part of a team working toward common goals.

Top Values
When you have finished going through the list, pick out no more than five of the values that
you marked as very important ones and circle them. Make sure there are no more than five.
Those five top values should be an accurate reflection of your core values, the things that you
are most focused on, which influence your decisions and the things that you do. These five core
values are important to keep in mind as you go through your job search.
Identifying Your Skills
Reviewing your resume can help you move through this activity. This exercise is intended to
help you narrow down the things that you do well. Review the options below and then circle
the areas that you are skilled in. We have left some blank space for you to add your own areas.
Artistic/Creative
Drawing, decorating,
designing, painting, sculpting,
singing, playing musical
instruments, dancing, writing
music
Leadership
Leading activities, motivating,
having others look to you for
guidance or support,
providing feedback
Manual
Working with your hands,
being physically active
throughout the day, installing
equipment
Clerical
Operating office equipment,
keeping records, keyboarding,
reception
Mathematical
Solving difficult math
problems, understanding
arithmetic, reasoning
Mechanical
Working with machines, tools,
repairing things or
understanding how things
work
Language
Writing, speaking, using
correct grammar
Persuasive
Influencing, selling, talking
easily with people
Scientific
Doing lab experiments and
understanding scientific
principles, engineering,
programming computers
Social
Working well with people;
helping people and/or society
Spatial
Seeing differences in size,
form, and shape; visualizing
relationships
Teaching
Helping others learn,
demonstrating, coaching,
speaking

In terms of searching for a job, it is fair to say that some skills you developed years ago may no
longer be current. If you have not used certain skills within the past two years, consider
crossing them off of your list. Be open to the fact that some skills, although we may not use
them regularly, are pretty easy to remember (like riding a bicycle), while others (like using
certain software), change very rapidly. Although we may remember what we did, we may no
longer be as skilled as we once were.
Vocation and Strategy
What Does Vocation Mean?
“Vocation” is the word we use to describe a calling or work that you are called to do. It used to
be frequently used in terms of religious work (i.e., called to the church), but really applies to
anyone who works within his or her purpose. Working within your vocation means it is much
more likely that you enjoy the work that you do. Work satisfaction is important as you look in
terms of the next job that you want to do.
Your vocation, or purpose, is something that is a theme for your entire life, not just work. It is
the type of service that you are here to provide; the aspects of life that you will serve, protect,
or heal. That may sound vague, so let’s flesh it out a little.
Your purpose is present in every area of your life. It is:
o Fun
o Absorbing
o Energizing
o Fulfilling
o Something that fits you absolutely
You know you are living your purpose when:
o You like getting up in the morning (or at least most mornings!)
o You can see the contributions that you are making through work
o Your income meets your needs and goals
o Your relationships are satisfying
o You feel healthy and energetic
o You feel good about yourself
Five Clues to Your Authentic Work Preferences
Think of the things you love to do when you have spare time. What are they?

What parts of your present job (or things you do regularly) do you particularly like?
What are your ten greatest successes in your eyes? (These are not necessarily the same
accomplishments that other people might pick for you.)
Is there a cause, value, or skill that you feel very passionate about?
What would you be doing right now if you knew you could not fail?
Job Satisfaction Survey
Sometimes we take a job to fill a short-term need or without much planning, and then we work
there for a while, or even 20 years, before thinking that this was not what we had planned for
the rest of our careers. Other people seem to love their jobs no matter what they do. Then,
there are people who seem to hate every job no matter what they do.

Job Satisfaction Survey
This exercise will give you some insight about where you are at today, and how much you could
like your next job if you approach your search with a strategy in mind. Indicate how you feel
about each item in the following list, where:
1. Strongly disagree
2. Agree some of the time
3. Agree strongly
I like my current job (or the most recent one if you are currently not working).
I know the direction I want my career to take.
I can easily set my own goals.
I usually reach the goals I set.
I think of myself as a successful individual.
I know my values and what needs my job should fulfill.
I enjoy most of the tasks about my current (or most recent) job.
My self-esteem is very healthy.
I am excited about changing jobs.
I look at change as something positive.
My job (or most recent job) lets me be myself at work.
I know the signs for when I need to change jobs.
I make friends at work.
I am a good friend or co-worker to the people I work with.
I am doing the type of work that I want to be doing.
TOTAL
Add up the scores. There are 15 statements, so your score should range between 15 and 45.

Scoring
If you scored 40 or higher, you are probably pretty satisfied at your current, or most recent,
job. You can also probably adjust to a new work situation fairly easily because you target work
that meets your purpose and values.
If you scored between 25 and 39, you are somewhat satisfied with your most recent or last job,
but not supercharged about it. You will need to do some internal work on achieving satisfaction
about work – your contributions, your reactions, and your satisfaction at being someone who
works. This can be helped along by doing work that meets your purpose and values.
If you scored below 24, your satisfaction level is very low. Doing exercises like the ones in this
course may help, but you could also consider other supports that will help you to find work and
design a life that really reflects the things that you believe in and the type of work that is very
important to you. Doing reading in the self-development area and working with a personal
coach are both good ways to help you figure out what you want as well as uncover things that
make you happy.
The Job Market
Job Searching Means Action!
Job searching has changed over the years to reflect an actively moving labor market. That
means that job seekers experiment with a range of approaches in order to find what works best
with their targeted industry and employers.
One of the key elements to remember is that looking for work is an activity. This means that
people who actively seek work find jobs. People who rely on passive approaches often spend a
much longer time looking, and may never find what they really want.
Have you ever heard the phrase “pounding the pavement?” This refers to walking up and down
the street (your feet literally pounding the pavement) to find a job. Although we have many
more tools at our disposal today to conduct a job search, the essence of this phrase remains the
same; in order to find a job, you must actively look. Finding a new job is a job in itself.
Around the world, many jobs are not advertised. Companies rely on word of mouth, look back
over resumes submitted on previous jobs or unsolicited, they use headhunters and recruiting
agencies, but they do not necessarily advertise in the papers or the Internet. These
unadvertised jobs usually exist in much greater numbers than advertised positions, and make
up what we call the hidden job market.
Unfortunately, this is the order of effort that most people dedicate to their job search:
o Help wanted ads
o Employment agencies

o Placement agencies
o Word of mouth
o Direct employer contact
On the other hand, this is the order of priority that employers use to look for candidates:
o Internal networks
o Job postings (detailed listings on their own websites or external sites)
o External networks
o Placement agencies
o Want ads
Networking
When you are ready to look for work, tell a friend and ask that friend to help you spread the
word. That first friend tells two friends, who each tell two friends, and suddenly the network
takes off. This ripple effect is why it is so important that you know what you want and what you
offer. Already, you have seven people who know that you are looking for work, and what you
want.
Leads are more likely to come to you from a friend of a friend, rather than through the first
friend that you told. For example, a truck driver wants to drive for a new company, and
mentions this to his friend. The friend knows the safety officer at a well-respected company,
and mentions that he knows a driver looking for a new opportunity. The safety manager
mentions it to the hiring manager, and away you go.
While you are networking, it is very important to stay positive. Use phrases like, “I am actively
seeking a new opportunity,” to remind yourself that you are looking for something new and
interesting. Do not get caught in a negativity trap and grumble or complain about your previous
employers. No one wants to hire a negative or toxic person. Remember that you are relying on
a network, so keep your contributions to the network upbeat and positive.
Knowing who your network is will help you to get started. The ideas here will help you to
develop your personal networking list.
Your Contacts
People you know:
o Family, relatives, friends
o Neighbors
o Teachers, instructors, professors
o Friends you haven’t seen in a while, like former classmates
o Parents of your children’s friends
People in the community:
o Shop owners, postal workers

o Doctors, lawyers, accountants
o Dentists, bankers, brokers, mechanics, hairstylists
o Children’s teachers or coaches
o Workshop participants, speakers, guests at special occasions
People in the target business area:
o Employers
o Past employers, past co-workers, and colleagues
o Company employees
o Past customers, clients
o Competitors
Other organizations:
o Professional or job related associations
o Job clubs and support groups
o Church and community groups
o Volunteer coordinators, recreation groups
o Unions
The Hidden Pieces
When you are actively looking for work, everyone you meet is a potential lead. That may seem
daunting if you do not have a large social network, but it is a key element of networking. Even if
you have a small group of friends, practice will help you get comfortable talking to people that
you don’t know very well, just as this workshop will.
Manage Your Reputation
Since you are relying on friends and acquaintances to help you locate work, make sure that you
handle yourself well. This means that you develop and maintain a reputation as someone that
does excellent work, is reliable, trustworthy, punctual, etc. Your friends will have a hard time
recommending or asking questions on your behalf if you are not someone worthy of working
with.
Volunteer
Many organizations rely on volunteers, and this can be an excellent way for you to become
known in the community and to expand your skills at the same time. The added benefit is that
you get to give back to your community.
Do Your Research
Read the news, investigate companies, and do your homework to learn about companies that
interest you or are in your area. Check their websites (and their career postings on those sites)

while you develop an idea of what they are like, who their clients are, or why you would want
to work for them.
Sources of job leads can include these ideas, in addition to the ones we covered earlier:
o Phone book (Yellow Pages) for listings, even if you don’t use them much otherwise.
o Business directories (public libraries and online).
o Chamber of commerce, service clubs, organizations specific to your occupation or
industry.
o Employers (you can apply directly without suggestions or referrals).
o Private employment agencies.
o Newspapers, but not just the want ads, of course. Read the financial pages, business
news, and articles about projects, business growth, government announcements,
etc. Check local papers and national ones.
o Governments and associations – registering for and arranging public service exams.
o Union halls.
o School, college, and university placement offices for recent graduates.
o Professional and trade journals.
o The Internet.
And by asking a key question: “Can you suggest other places that I should call/check?”
Self-Promotion
When you are working the hidden job market, you are promoting yourself. Do it happily and
shamelessly to get the job you want. Take advantage of computers and desktop publishing
software to create a business card or postcard (because you won’t be carrying your resume
everywhere you go, but you could manage a postcard). Imagine a postcard that advertises who
you are and what you can do. Make sure you aren’t shrinking your entire resume onto the card;
leave plenty of empty space or even superimpose the text over a picture of a project you
completed (or in this case, perhaps a favorite classic vehicle). Here is an example:
Michael Rimbey
Certified Automotive Technician
Eight years of industry experience, Red Seal qualified.
Up-to-date first aid, safety leadership and computer training.
Punctual, professional, with attention to detail and keen sense of humor.
Seeking interesting opportunity in my field, within 30 minutes of the
Anytown metro area.
Call 902.222.9999 and ask for Mike.

Why Does the Market Hide?
The hidden job market is simply made up of job vacancies that are not conventionally
advertised. Employees retire, resign, go on medical leave, have children, and so on. Employers
don’t always advertise because doing so can be very expensive. They may receive large volumes
of unsuitable applications, and so they are willing to miss out on some candidates in order to let
the hidden market work for them.
The advantages of the hidden job market for the job seeker include:
o Learning about openings before they are well known or advertised.
o Less competition since you will be one of the few people aware of an opening.
Identifying Your Network
Using your network to tap into the hidden job market takes a bit of practice. If you know which
job or company you want, don’t call them first. Make a couple of practice calls to work through
any nervousness or to improve the questions that you ask. Know what you want to say before
you say it.
Getting Started
To get started, identify at least three names and phone numbers for each column. You can add
to the list as you continue to network. If you do not know many people for the third column (for
example, people in the target business area), ask your friends for suggestions. You can also look
up companies in a library copy of the local business directory, use online information, or visit
your local labor market (job club) office to conduct some research.
People I Know People in the
Community
People in the Target
Business Area
Other Organizations
In order to keep the momentum going and not slip back into old habits, you will need to start
using this networking list within the next few days.

Asking Questions
Helpful Tips
Be specific and polite about what you are asking your contacts to do, and don’t drive them
crazy with your requests, or you will not find them very helpful. Select one or two of the
following that are the best for them to help you. For example:
o Pass on any job leads that they hear about.
o Let you know if they hear that someone is quitting or taking an extended leave of
absence.
o Pass on business cards or postcards for you.
o Provide you with helpful information, such as the name of a department head.
o Talk to their supervisor about you.
o Tell other people that you are looking.
o Suggest other places to apply.
o Introduce you to additional contacts.
o Help you to practice your networking calls.
Developing a Script
When you make networking calls, having a script ready will help you to include everything that
you need. Practice your script several times before calling and be sure to be open to feedback
from your colleagues or friends about what you are saying. (Do you need a glass of water?
Would it help to speak more slowly, more softly, more firmly, etc.?)
Step One
Introduce yourself using your first and last name.
Step Two
Provide your connection to the person you are speaking to, like the name of your mutual friend
or colleague who provided their name, or where you met this person in the past.
Step Three
Let them know you are looking for a new opportunity or a new position in the field. Try not to
sound desperate or needy. You could mention why you are looking (end of contract, seasonal
work, laid off), but keep the tone pleasant and positive. For example:
o “I am looking for a new opportunity in the computer programming field.”
o “I am an experienced baker currently working in a bread line; however, I specialize in
pastries and cakes and would love to get back into that area again.”
Step Four
Give a brief description of your skills and experience. This is your marketing pitch, so again,
keep it pleasant and positive.

Step Five
Explain why you have called them for help. Perhaps they are active in the community and have
lots of contacts, or they work in your field and might be able to suggest helpful leads, or they
work at a company that you are interested in.
Ask for their help in just one or two areas from the list at the beginning of this section. Be
specific about what it is that you want.
Step Six
Ask them if there is a good time for you to call them back and follow up, if it’s appropriate. Here
are two phrases you can use:
o “Can I call you back next week to follow up?”
o “When would be a good time for me to call you back?”
Make sure that you call them back; write it in your planner to ensure you remember your
commitment.
Step Seven
After the call, or after you receive a lead from someone, it is always a good idea to send them a
quick note. Depending on your relationship with them, this could be a quick e-mail, but keep in
mind that in this day and age, people appreciate a personal touch. A handwritten note saying
something like, “Thank you for your time in my job search efforts,” can mean a lot.
Ready, Set, Goal!
Setting Work Goals
Knowing exactly what your goals are is very important – not just so that you reach your goals,
but also so that you know what you are supposed to be focusing on! At the moment, you may
only have a vague idea of what jobs you want to target. Working on some goal setting can help
you to narrow down your options or help you find more information.
Goal setting can be a huge task, but it can be made manageable through a strategic approach.
Setting goals is also about follow through, and setting priorities is an important component in
goal setting.
There are lots of studies available that will show you the importance of goal setting. We also
know that people who set goals achieve more and are happier than people who don’t. We have
also learned that you cannot simply state a goal and wait for it to come true. Achievable goals
have certain characteristics, and for you to be truly satisfied with the results, you have to be the
CEO of your goals.

When you are setting your goals, you need a tool that works for you. We love the one below,
which you can adapt easily to your job search.
SPIRIT
Any large goal should be written with SPIRIT, and broken into several small, achievable goals
that will help you get where you want to go. Good goals should have SPIRIT!
Specific
Be specific about what you want or don’t want to achieve. The result should be tangible and
measurable. “Find a job” is pretty ambiguous; “Identify 10 potential employers in my target
market” is specific.
Prizes
Reward yourself at different points in the goal, particularly if it’s long term. If your goal is to
reach out and personally call ten people in your network and let them know what kind of work
you are looking for, then you might download a new song by your favorite band as soon as you
are finished.
Individual
The goal must be something that you want to do. If your spouse wants you to get a new job
because you seem unhappy with the present one, and you’re actually okay with it, you’re not
going to want to work towards the goal.
Review
Review your progress periodically. Does the goal make sense? Are you stuck? Do you need to
adjust certain parts of it?
Inspiring
Frame the goal positively. Make it fun to accomplish. You could make a poster of the end result,
frame it, and post it on the wall.
Time-Bound
Give yourself a deadline for achieving the goal. Even better, split the goal into small parts and
give yourself a deadline for each item.
Your Goals
Using the six characteristics of achievable goals and your career goals and life purpose as you
know it to be, write at least five goals for yourself. Be sure to check each goal against the
criteria listed.

Here are a few ideas to get you started.
o What would you like to accomplish in the next 90 days related to your work?
o What would you like to accomplish in the next year related to your work?
Goal One
Goal Two
Goal Three
Goal Four
Goal Five

Take it Away!
Setting goals can be overwhelming, especially if they are particularly big ones. For each of the
five goals you listed in the previous section, consider the particular steps that are involved in
each goal, and then list them as action steps below. If you have more than five action steps for
one goal, you may need to look at your goals again and make them smaller and more
manageable in order to keep them in focus.
If all of your goals are equally important, or you start them or plan to finish them all on the
same day, they can quickly become unrealistic. Do your best to be practical as you go through
this next exercise. You may find it helpful to use a blank piece of paper to do your thinking and
then transfer your plans to this template.
Goal (in brief) Action Steps (no more than five) Time to Start/Finish
Thinking Unconventionally to Get What You Want
There are many ways that you can think about work. The important thing to keep in mind is
that in order to do the work that we love, we have to also consider the environment we live in,
the realities of the job market, and the things we want to do most.
You may be used to thinking that people in artistic careers may work more than one job to
make ends meet; it may surprise you to know that many people work more than one job in
order to do the things that they love to do, not simply to make a living. For example, you may
not think it is unusual for an actor or writer to work in a restaurant or as a teacher to pay the

bills, and then pursue acting and writing on the side. In this way, they make a living and also live
their dreams.
If your dream job cannot pay you the salary you need, it’s okay to combine it with other
options. If you love working in the service industry, for example, but find it hard to stand on
your feet for long periods, you might be able to manage part-time service industry work with a
part-time administrative or driving job that lets you get off your feet.
Is your perfect job within your reach, or do you need some additional skills? We briefly
mentioned volunteering earlier, but you may also consider taking short courses and workshops,
or returning to school either part or full time. If you need training before undertaking your
dream job, what will that look like and what is your plan to get where you want to be?
Approximately one in ten people currently looking for work would like to start their own
business. Are you that one in ten? If so, you’ll need to gather information or attend a course on
business plan writing, licensing, etc. If you have a good idea, excellent skills, and are a risk-
taker, self-employment or entrepreneurship could be just the thing.

Creating a Dynamite
Job Portfolio

Creating a Dynamite Job Portfolio 2
Who Are You?
Exploration
What is a Portfolio?
We may think that only creative individuals (such as graphic artists, writers, and teachers)
would use a portfolio in a job search. This is not always the case, however. The portfolio is
evolving into a popular tool for all types of job seekers.
Your portfolio is a part of your job interview. You can use it to illustrate your strengths by
including examples of your work. Putting your portfolio together is a lot of work, but once you
have completed it, it is easy to keep it up to date.
The first thing that you must focus on as you create your portfolio and resume is a good
description of what you offer to an employer. Describing yourself, what you are good at, and
what you want are important steps. What are your strengths and skills?
Creating Target Statements
Outline your target job or industry below by completing the following statements.
My ideal job right now is to work as a ______________________________________.
Research in the open and hidden job market indicates that I must consider these things:
(For example, “I have just completed school,” “I was fired from my last job,” “I may have to
move to a new region to do this work,” “This work is available as contract or part-time work,”
“This is the most interesting work I could have ever imagined,” etc.)
Standing Out from the Crowd
Resumes are not on too many bestseller lists. They are normally pretty dry, so creating one that
helps you to stand out from the crowd is no easy task. You have to make sure that the spelling
is perfect, the formatting is consistent, and that your first statements grab the reader’s
attention. However, isn’t the competition doing the same? How can you make your resume
stand out?

Your resume and portfolio are great tools. The process of creating them can help you
remember great things you have done that you might have forgotten about. They will also
prompt you to answer some difficult interview questions, like “Tell me why I should hire you.”
They can remind you of important contributions that you have made, or even help you to see
your career in a completely new light.
You might think that you can just sit in front of a computer for an hour and whip off a good
resume, but this is not so. The best resumes are the result of learning the resume-writing
process and allowing yourself the room to really create. You will find that this process involves
creating many notes and doing a lot of rewriting. Once you’ve created all kinds of notes and
prepared your final material, you will be left with something that is comprehensive and
valuable, rather than just another non-descript resume cranked off from a template. This
careful construction will make your resume stand out.
Self-Description
List your top five to ten skills.
Your top skills are the statements on which you will focus. They will become the central ideas
behind your resume, cover letter, and portfolio. These statements need to be full of active
language (strong verbs) and adjectives. If possible, include numbers and achievements to enrich
each statement. This helps employers to understand how you do what you do, and how
valuable you are.
Imagine that you worked as a medical transcription clerk in your last job. Now, compare these
two statements and decide which one is stronger:
o Responsible for transcribing medical file updates from doctor’s recorded messages.
o Consistently transcribed physician’s medical files at 65 words per minute with
99.25% accuracy.

Now imagine that you were a taxi driver. Compare these two statements and decide which one
is stronger:
o Safely operated a taxi.
o Operated two different cabs (sedan and mini-van) and was commended for
customer service six times per year on average.
A Few Guidelines
Use each verb only once. If you say “accomplished” ten times, it becomes boring to the reader.
Vary your language.
Tell the truth and keep industry jargon to a minimum. You might think that you are using
standard terms, but the person screening your resume might not understand the intricacies of
your profession. You need to be able to explain yourself to whomever could be reading your
resume.
Most strong resumes are composed of short, punchy sentences. Aim for sentences between 15
and 20 words. If your sentences are too long, break them into shorter ones. If they seem short
and choppy, vary your presentation to combine sentences with bulleted lists.
Use common words to communicate quickly and effectively. Avoid words that readers have to
look up in the dictionary. For example, don’t use “obfuscate” when “confuse” will do or you will
lose your reader.
You can skip pronouns (I, you, he, she, they) and articles (a, the) to keep your statements fresh
and save space. In some environments, this also seems more professional, while other people
might like a more personal touch. Think about your intended audience when choosing your
approach.
Now, rewrite your top five skills. If you need some ideas for verbs, have a look at the box of
helpful verbs on the next page.

Punch Up Your Action Statements
accomplished achieved acted adapted addressed
administered advanced advised allocated analyzed
appraised approved arranged assembled assigned
assisted attained audited authored automated
balanced budgeted built calculated cataloged
chaired clarified classified coached collected
compiled completed composed computed conceptualized
conducted consolidated contained contracted contributed
controlled coordinated corresponded counseled created
critiqued cut decreased delegated demonstrated
designed developed devised diagnosed directed
dispatched distinguished diversified drafted edited
educated eliminated enabled encouraged engineered
enlisted established evaluated examined executed
expanded expedited explained extracted fabricated
facilitated fashioned focused forecast formatted
founded generated guided identified illustrated
implemented improved increased influenced informed
initiated innovated inspected installed instigated
instituted instructed integrated interpreted interviewed
introduced invented launched lectured led
maintained managed marketed mediated moderated
monitored motivated negotiated operated organized

originated overhauled performed persuaded planned
prepared presented prioritized processed produced
programmed projected promoted provided publicized
published purchased recommended reconciled recorded
recruited reduced referred regulated rehabilitated
remodeled repaired represented researched restored
restructured retrieved revitalized saved scheduled
screened set shaped solidified solved
specified stimulated streamlined strengthened summarized
supervised surveyed systemized tabulated taught
trained translated traveled trimmed upgraded
validated worked wrote
Writing the Resume
Essential Ingredients
Your resume is your marketing sheet. It concisely tells a potential employer what you know and
do. Following some guidelines will help you to produce a brilliant resume. The best resume is
one for which you generate the content, but if you’re struggling, help is available to package it
brilliantly.
Length
Your resume should be no more than two pages, although there are exceptions. In today’s busy
office, the resume screener and manager would love to have a one-page resume, so if you can
say everything that needs saying in one page, do so. Otherwise, most resumes stick to an
unofficial two-page cut off. If you cannot say it in two pages, you are probably saying too much.
You should know that if your resume is longer than two pages, it probably won’t be read.
However, there are exceptions. Academic and scientific resumes are often longer than two
pages because they are virtually portfolios. These kinds of resumes are referred to as
Curriculum Vitae (CV), and include examples of professionally published work and research. You
should only prepare a CV if it is specifically requested for a particular position.

A good rule of thumb is to review your resume and ask yourself if every statement helps
potential employers learn something about you. If they won’t get any value from what you are
saying, leave it out.
Proofreading
Never, ever skip this step. You must proofread your material very closely and then recruit some
help. Often, when we re-read material that we have written ourselves, our brain recognizes it
as correct, even if it’s not. Even keen spellers can find it difficult to see errors in their own work.
The spell check function on your computer is of some value, of course, but it will not recognize
contextual mistakes, like using “hear” when you should use “here.” Don’t ask just anyone to
help you with this step: ask a strong speller.
Contact Information
All of your important personal data (name, address, telephone number, and e-mail address)
must be correct. Be mindful of the e-mail address you use. Sometimes, people tend to have
very creative addresses. If you decide to use an e-mail address in your contact information,
create one that sounds professional. Save the fun and playful names and creative addresses for
your friends.
It is also a good idea to check your spam filter on a daily basis in case employer inquiries are
getting stuck there.
Objective
People often use the objective statement incorrectly. They say things like, “Looking for an entry
level accounting position.” This is a bit too vague. You should take it to the next level and focus
on what you can bring to the employer.
How about:
o Recent graduate who thrives in a busy environment and on challenging assignments
seeks entry-level accounting position.
o Recent accounting graduate with a reputation for exceptional work and focus seeks
entry-level accounting position.
Skill Summary
This is an optional section, but excellent if you have done similar work in many different
organizations. It should include at least one statement that describes an achievement, and it
should support your employment goals.

Work Experience
Use this section to highlight your most qualifying employment experiences. Put them in
chronological order to keep it organized. Avoid wasting space. (For example, don’t include
employer addresses.)
Avoid including information that could cause problems for you. For example, if you are posting
your resume online, you will probably need to be discreet about the name of your current
employer in case someone from your current workplace comes across your resume online.
Remove all references to salaries, along with any reference as to why you left your former
position. Avoid mentioning availability dates as well.
Use job titles that will make sense to a potential employer. Avoid jargon here; if your job title
was not descriptive of the work you did, change the language. For example, “WTC” means
nothing outside of the company that invented the acronym, even though you know it means
“Warehouse Technician in the Calgary office.” On your resume, it makes more sense to refer to
that position as “Warehouse Technician.”
As a rule, include no more than 10 years of work history unless previous experience is
important. If you have not used a particular skill in the past ten years, chances are you will need
to do some kind of upgrading before using it again.
Accomplishments
Depending on the type of work you have done and the contributions you have made, you may
have a lot or a little to say about your achievements. You may want to list some of your
achievements with your work experience, or you may want to list them in a separate category.
Businesses have pretty limited interests, most of which focus around profit. Your
accomplishments need to show potential employers how good you will be at making and saving
them money. If you keep that in mind, you will be able to easily select the right
accomplishments to include. This does not mean that you should not include examples that
cannot be qualified with numbers and dollars. It just means that you should quantify as many
examples as you can.
Education
If you have recently graduated (or are about to graduate) and do not have much work
experience, put this section ahead of the work experience section. If your experience is more
valuable, then the work experience section goes before this section. Your highest educational
achievement goes first in the list. Include courses and qualifications that you earned outside of
school that support your application, like driver’s licensing, safety courses, workshops, and
certificates.

General Style Tips
List the most recent experience first for each section. If you had more than one position with a
company, list the most senior position first. Leave out irrelevant tasks or job titles.
Emphasize your accomplishments by using bold, italics, or underlining.
Include some comments about your work from a supervisor, manager, or customer (like an
endorsement you might see on the cover of a book).
Include volunteer or community service involvement that supports your application. (Captain of
the marbles team in elementary school does not fit here.) Exclude religious or political
comments unless you are applying to a religious organization or political party.
Do not include references on the resume. Instead, add a line that says, “References available
upon request.”
Check Up On Yourself
Before you send your resume anywhere, go through this list:
o Have you used short, easy to understand words instead of longer, complex ones that
need to be looked up?
o Are your sentences no more than 15 to 20 words long?
o Are your paragraphs under five lines?
o Do your sentences begin with powerful action words wherever possible?
o Have you weeded out all the jargon you possibly could?
o Has someone proofread your document?
o Is there a nice balance of print and white space on the page?

Writing the Resume
Sample Resume One
Rebecca is looking for a job in a new province within the animal care industry.

Sample Resume Two
Rebecca is a store supervisor who wants to move into a training and development position with
the same company.

Sample Resume Three
Rebecca took a bold approach to her job search. She is looking for something in the accounting
field, but is ready for a change of industry.

Sample Resume Four
Rebecca is a recent high school graduate seeking work in the retail sector. She has some
experience already and is letting potential employers know that she would like to advance at
some point.

Resume Writing as a Profession
There is a branch of career development known as resume writing. A professional resume
writer specializes in highlighting your accomplishments and creating a document that markets
you as a candidate.
Here are a few caveats if you decide to hire a professional resume writer. All career
development professionals should be able to create a resume with and for you, but not all
resume writers are career development professionals. Know who you are hiring and what your
intentions or goals are. Your resume is best written using terminology and phrasing that you
create. If you attend an interview and know nothing about the examples in your resume or
what a particular statement means, you won’t impress the interviewer at all.
Creating a Noticeable Package
Personal Branding
If you look on the Internet for information on resumes and job searching, in addition to finding
out about portfolios, you will likely come across information about branding. Branding works
for big companies like Coca-Cola and Google and it can also work for you. Branding, in this
sense, means that you offer yourself as a “package.” Just as you can recognize a Coca-Cola can
anywhere in the world by its swirl of white against red, your information should be immediately
associated with you when someone picks up your resume.
You should think about using different resume formats for different purposes. Your resume,
cover letter, and references page should all look like they came off of the same printer and that
they apply to you. You can create a polished look even with the most basic keyboarding skills.
For example, if you put your portfolio into a binder with a window front on it, you can put that
same window design on your cover page to create an elegant, professional, and branded look.
Your header (the block with your name and address) should look the same on every document.
Your margins should be the same as well (an inch to an inch and a half all the way around; don’t
skimp on your margins).
If you use color (some people like an accent line or a block of color; others will have a logo), it
must appear the same way on all of your job search documents.
In addition to keeping your documents looking consistent, make sure you print your documents
on good quality white paper. It does not help your case to use colored paper, card stock, or any
other tricks that you have heard of. A good weight white paper is all you need.

Types of Resumes
There are several options for how you can format your resume in terms of layout. The main
types are:
o Chronological
o Functional
o Combination
There is no perfect way to set up a resume. You are trying to appeal to a reader that you
haven’t met and, in reality, most employers do not want to read resumes in the first place. As
you read the following descriptions, keep in mind that one is no better than the other. The
layout you use will depend on your needs.
Chronological
This type of resume is arranged in chronological order, with the recent experiences listed first.
Functional
This type of resume organizes information by function and skill. It is helpful when people are
trying to take their current skill set and transfer it into a new or slightly different type of work.
These resumes also play down dates or employer names in order to highlight the most
important content.
In this format, you will use headings that apply to specific skill areas, such as Management,
Training, Sales, etc. The sample resume that we provided for the front-end supervisor that
wanted to move into a training and development position follows this format.
Some resume writers may tell you to avoid the functional resume. They will tell you that the
hiring manager assumes that you are trying to hide something (like being out of work for a
while, being in prison, or job hopping). That is not necessarily the case. Use the style of resume
that markets you in the most effective way possible.
Combination
These resumes use a combined approach, as their name suggests. You need to choose the
approach that explains you best to the employer.
More Than One Resume?
Don’t panic! Not everyone needs more than one resume. However, some people have a diverse
background and are qualified for two different jobs. The only difference in their resumes might
be the objective statement used for each. For example, a teacher may be qualified to teach and
to work as a counselor. One resume will not work for both jobs, even though a lot of the
information will be similar.

Many employers require that applicants apply for jobs through their websites. You may be able
to send them an electronic copy of your resume or you may have to reformat it so that it fits
their requirements for submission.
If an employer has a form that you need to copy and paste your information into, simply take
your polished, branded, beautiful resume, select all the text, and change it to one font (often
Times New Roman or Arial). Watch carefully as you paste your information into the employer’s
format, since you might lose some of your formatting. For example, bulleted list formatting may
disappear. If that happens, place a dash at the beginning of each line.
Don’t shy away from electronic applications. As they become more sophisticated, your
information is stored effectively for future job openings. This is slightly better than the old
system where you have to re-apply to the same company every three months because they
shred paper copies regularly. Do be aware, however, that once a company uploads your
information to their database, it may be stored there forever. If you apply for 12 different jobs
at one company over an 18-month period, make sure that the information you submit is
consistent and honestly presented. Follow their directions for submission closely.
Cover Letters
Essential Ingredients
Your cover letter is an initial introduction to your potential employer, not a regurgitation of
your resume. It should entice the reader to jump into your resume with interest and
enthusiasm.
The cover letter is written like any other business letter. Your address should look exactly as it
does on your resume. Next, add the date and the employer’s name and address. The letter
should never be more than one page. If it is long winded, the reader will find you boring.
Chances are you are simply repeating what is in your resume, so cut it down.
Step One
We’re going to present the letter in a form to follow, but there are a few caveats. This letter has
to grab your reader’s attention. The first thing that the reader will see is a black and white
picture. Make sure you are using good paper and that the print is clear and crisp.
Step Two
Write an interesting letter. Include the potential employer’s name and make sure it is spelled
correctly!
Some ads will not include a name, but it is possible for a keen job hunter to avoid using “To
Whom it May Concern” or “Dear Sir.” Make a phone call to the company. Let them know that

you are preparing a resume and that the advertisement did not provide a name. Ask for it. It’s
very rare for a company to refuse this type of request. Quickly explain what you are offering. A
little bit of additional information can really get your letter off to a strong start.
You can modify any of the following examples or come up with a phrase that starts your letter
in a compelling way:
o I came across an article about your company in our local paper. From research on
your website and looking at the marketplace, I am sure of a couple of things. First,
yours is the kind of company that I want to be associated with, and second, I have
the skills that you can use.
o I am a motivated high school student looking for some valuable experience during
the summer break.
o Staying current in our industry is tough because it changes so rapidly and many
professionals find it hard to keep up. I am someone who keeps up on those changes,
and I hope that you would like to meet so that we can talk about how I can help you
to embrace the future.
o I read your advertisement in the Daily News on May 17 and, after researching your
organization, I think that I have something to offer you.
o Your May 17 advertisement in the Daily News caught my attention, and your
company name caught my eye.
Step Three
Give potential employers a reason to get curious about your resume. Bridge your opening
paragraph with something like:
o If you are looking for someone who can _________, I can help you by __________.
o If you still have a need in this area, my resume demonstrates my dedication and
commitment to what I do.
Then you can include one or two sentences that highlight a special contribution or
achievement:
o I have 15 years’ experience in the agriculture industry, built on a degree from Olds
College. My background has enabled me to consistently identify and implement the
right technology to increase the sustainability of farming in our region.
Your letter can be presented in bullet form or paragraphs.
Step Four
Follow up with an action statement. You want the reader to turn the page and look over your
resume as they pick up the phone to call you and invite you to a meeting.

Here are some examples:
o I will be in your area on Tuesday and Wednesday next week and would be happy to
meet with you to discuss the opportunity.
o I am happy to meet to speak with you about this position. I have a portfolio that I
can present to you at the meeting.
You can also safely add something like, “I am currently employed and would appreciate your
consideration at maintaining the confidentiality of my application.”
As you write, visualize the hiring manager who will read and appreciate your letter, see their
positive reaction, and watch that person pick up the phone to contact you.
The Portfolio
Essential Components
The Bottom Line
Employers always consider the bottom line. Your goal is to present your skills in such a way that
they can quickly recognize the value that you can bring to their team. Your portfolio is a
marketing tool. Once it is organized and presented well, your portfolio should stand up to any
interview.
We have already mentioned that a portfolio has been used for a long time for creative pursuits
(such as art and design) and teaching, and that it can be presented in a binder with a picture
holder on the front if desired. They can also be electronic or stored on a website.
What Should Be Included?
Essential sections for the portfolio will vary depending on the type of job and industry that you
are working in. Only include the sections for which you have content. Any information you
include should enhance your opportunity to market yourself.
Career Summary
This is a description of who you are through what you have done. You can include elements
that are not in your resume (such as your work ethic, professional interests, philosophy about
life and work, etc.).
Goals
Talk about where you see yourself professionally in one, two, and five years.
Personal Philosophy and Mission Statement
This is a personal statement about your guiding principles that define your purpose. Consider
this your personal executive summary.

Resume
Include a good, clean copy of your resume. As well, have an extra copy in case someone in the
interview panel needs one.
Know the company. If they would like a copy that can be scanned, simply format your resume
as a plain text document (usually Times New Roman, font size 12) without any fancy formatting
(bullets are replaced by dashes, letters all of uniform size, etc.).
Accomplishments
Include a detailed list of all your major career accomplishments to date. This is an important
element in your portfolio.
This section should be branded to match your resume. Include a list of examples that you can
refer to easily during your interview. Depending on the type of work you do, this section may
be a paper or multimedia presentation. You can include comprehensive examples in this
section.
Work Samples
These are often printed copies of the work that you have done, although they could be in a
multimedia format. Include reports, papers, studies, brochures, projects, presentations, and so
on. Make sure that they are crisp, clean copies. It’s a good idea to use a plastic sleeve to protect
your samples.
Research, Publications, and Reports
This is an area where you can highlight your writing, research, and conference submissions, for
example.
Testimonials and Letters of Recommendation
Collect any compliments and testimonials and place them in this section. This section can also
include copies of your performance evaluations and reviews.
Awards and Honors
This section includes your certificates, scholarships, and so on.
Conferences and Workshops
Include a list of conferences, seminars, training sessions, and workshops that you have
participated in or attended. This can include completion certificates, a copy of the program
highlights, or agenda.
Transcripts, Degrees, Licenses, and Certifications
It is rare for an employer to ask for your transcripts, but copies of degrees or other documents
are often required.

Professional Development Activities
This is a list of professional associations to which you belong or for which you volunteer.
Military Records and Awards
You can detail your military service, if applicable.
Volunteering/Community Service
Describe these activities as they relate to your career.
References
Your references should be a list of three people who are willing to speak about your strengths,
abilities, and experience. At least one of your references should be a former manager.
Dealing with Awkward Points
Gaps in Your Resume
We all have a past. Some of our past activities create gaps in our history that are easy to
explain, while others are not. It is important to ensure that you present yourself in the best way
possible. This includes being able to manage awkward conversations. You can polish your
delivery to explain questions about job hopping, or being fired, or incarcerated. Some
employers will request tests or other kinds of effort from you, and you can be ready for those
as well.
Incarceration
Other absences from the workplace can be more difficult to explain. Incarceration is one such
example.
If you have received an official pardon for a crime for which you were convicted, you do not
have to mention that on your resume, nor do you have to bring it up in an interview in most
cases. Make certain that you know the law where you live (this is your responsibility, just as it
will be that of your potential employer). Depending on the type of work you do or intend to do,
any conviction can affect your ability to be employed under bond, to work with children, or to
cross international borders.
In addition, a conviction can interfere with identification or security clearances. If you apply for
a credit card, for example, and your previous address happens to be a penitentiary, you may
feel as though you have no hope, but that is not the case. You can obtain other types of
identification (such as a pre-paid credit card, library card, etc.) and re-establish credit through
utility or rental companies (if you rent a home) by paying all of your bills on time.

Speak with your parole officer, a representative from your bank, and a career counselor. (These
resources can be accessed at no cost, in some circumstances, through state and provincial
agencies). They can help you overcome some of these issues.
Temporary work assignments allow you to work on short-term assignments while gathering
steady work references. This means that you will also gain credible access to the hidden job
market and getting work based on referrals from your network (i.e., former supervisors) instead
of trying to submit a resume that has gaps in it.
Ask parole officers, clergy, and career counselors for help securing work, and be open to their
suggestions and help. Sometimes we ask people to help but then don’t want to hear what they
say. Yours is an awkward job search. You will need help.
Part of the common culture within the prison system includes substance abuse. If you were part
of this group, stay involved with your counselors and support systems throughout your job
search and as you undertake work.
A functional resume will emphasize your skills and put less emphasis on dates. However,
employers are usually aware of this, and they will ask about gaps on your resume.
Returning to the Workforce after an Absence
If it has been a long time since you had a steady job, expect that there will be an adjustment
period for you and your family. Having to be at work on time for every shift, preparing clothes
the night before, making lunches, and ensuring that bus fares are on hand can take
organization. These skills improve with practice.
Expect that you may have to prove yourself as a reliable, punctual, and trustworthy individual if
your references are outdated. This can often happen to parents who have taken several years
off to raise their children.
You may feel as though you are being challenged because of your decision to raise your family,
but in many cases, you could be encountering wishful thinking by another parent who might
have wanted to stay at home, as you did.
Work is healthy. Being a part of the workforce is a positive contribution that we make to
society. Don’t shy away from things that you need to do because they are hard; you can adjust.
Job Hopping
Job hopping, or frequently changing jobs, used to be a real negative on a resume. In some cases
it still is, but to a lesser extent. Up until the 1980’s, it was common for people to work for the
same employer for 30 years or longer before retiring.

Economic shifts in the past several decades, as well as changing attitudes toward work, have
resulted in people looking into the labor force more frequently than they did in years prior.
Current figures say that people may change jobs between 10 and 15 times throughout their
careers. These changes can be across different occupational categories. This means not only
changing employers, but also the fundamental aspects of what they are doing to earn a living.
Job hopping is not necessarily perceived as negative when you are moving up and achieving
your career goals. It can be important to manage the way that you leave a job, however, since
you may want to return to that same company in the future for additional advancement or
challenge.
Pre-Employment Testing
Many employers know that they can only get limited exposure to you in an interview. That is
part of the reason your portfolio is so important; it highlights what you have done in the past.
These days, many employers also test potential candidates to see what they can do that is
specifically relevant to their workplace.
It is becoming increasingly popular for employers to ask that job seekers take part in
pre-employment testing. From an employer’s point of view, it assures them that a candidate
has both the basic skills for a job and the skills that they report on their resume. You can look at
testing as an opportunity for you to demonstrate your abilities, as well as your honesty in your
resume.
Choosing Your References
Making the Right Choices
References are an important part of your job search. Most employers call to check references
after they have offered you a job, though some will use the reference check in making final
decisions about a job offer. Whether or not you are hired can depend solely on the results of
reference checks and testing.
You need to have at least three references for your application. Whenever possible, they should
all be previous supervisors in one respect or another. Your direct supervisor and manager and a
previous supervisor would be ideal. Unfortunately, we don’t live in an ideal world, so references
can be a little trickier than that.
Before you list anyone on your reference page, you must ask his or her permission. Once you
have your references in order, format the reference page to match the branding on your
resume, cover letter, and portfolio.
If you have not worked in a while or do not wish your supervisor to know that you are looking
for a job just now or you are freshly out of school, you have to be more creative.

How References Work
Employers know that the information they get from a reference can be quite limited. Some
employers do not even give out references any longer, although they may provide some kind of
form response that verifies your dates of employment and job title.
Understandably, you won’t want to ask for a reference from someone that did not like your
attitude or the way you worked. However, what if the only manager you’ve ever had didn’t like
you? Employers know that personality conflicts exist and they know we cannot get along with
everyone that we meet.
References know (or they should know) that they have to be careful about what they say to
your potential employer. If the information they provide is interpreted to be harmful, it can
actually hurt your reference as much as it hurts you. As a result, even if a reference doesn’t like
you personally, they may still provide you with a good reference. However, they can also couch
their comments in such a way as to imply that they wouldn’t hire you in the future or that they
did not appreciate your work style.
Once you get through the interview and it seems reasonable to expect that your references will
get a call, it is a courtesy to call your references and let them know that they can expect a call
from a particular company. This also gives you the chance to advise your interviewer if your
reference happens to be going on holiday or prefers to be called at a certain time.
Once you get the job, send a thank-you note to your reference. They have gone out of their way
for you and will welcome a note from you.
Thank-You Notes
Why Thank-You Notes Are Important
Saying “thank you” is just as important as saying “please.” Sometimes, in the rush of our job
search, we lose sight of the number of people who are helping us out. Developing your ability
to thank people is a great life skill.
Throughout this module, we have mentioned a few occasions when it is good to write a thank-
you note. In this section, we’ll spend a little time on this very important aspect of your job
search.
When you are looking for a job, you are asking people to take time out of their busy schedules
to help you. It is appropriate to thank anyone in your network who:
o Refers you to an employer (whether you get the job or not)
o Provides a reference
o Proofreads your documents
o Is your practice partner for interview or cold-calling practice

o Does something helpful for you
o Interviews you
People get a lot of e-mail these days, along with flyers and unwanted mail. Most people
consider it a tremendous treat to get a piece of mail from someone who appreciates them, so
make the effort to send a handwritten note. You don’t see many people with thank-you e-mails
tacked up in their offices, but you do see people that hang on to a card that they received in the
mail or that was hand delivered. These special cards may be tacked up on a bulletin board in
their office, on their refrigerator at home, or on top of a mantel.
Designing a Thank-You Note
With the availability of specialty printer paper, you can print a thank-you card that matches the
branding attached to your portfolio (particularly if you have a logo); or you could visit the card
store and, for a very reasonable price, purchase a box of thank-you cards. Whatever option you
choose, it is important that you handwrite the message inside. (Even if you are a messy writer,
do your best.) This is a personal note; your message does not need to be long, only sincere.
Thank-you notes are becoming accepted practice in the job search industry, no matter the level
of job you are looking for, and no matter if you are a man or woman. This is a good habit to
develop. Putting your name back in front of that prospective employer or network doesn’t hurt
either.
Crafting Your Message
Sample messages include:
o Thank you so much for referring me to John at Inco. This connection has really
helped me in my job search.
o Thank you for inviting me for the interview yesterday. It was a pleasure to learn
more about your company, and I look forward to hearing from you again.
o Thanks for letting me practice my interview skills. I feel much more confident about
answering those hard questions!
o Thank you very much for proofreading my portfolio. I feel confident offering it to
potential employers now. Your help has been invaluable.
o Thank you for being my reference. I have been given the job offer at MedEx and am
looking forward to some big changes. I really appreciate your help.
In the space below, craft your own thank-you note.

Mastering the Interview

Mastering the Interview 1
Understanding the Interview
Planning for the Interview
What It’s All About
People can be nervous in an interview, especially if it’s for a job they really want, with an
employer for whom they would like to work, or it is one of their first interviews. Really,
however, an interview is just a business meeting with a specific purpose. Understanding the
intent behind the meeting means that both interviewer and candidate can make the most of it.
The employer uses the interview to check you out to see if you might fit their organization and
be a benefit to their company. They need to get an idea of the kind of worker you might be, so
they look at how you prepare for the interview as a precursor to how you will prepare to work
for them. At the same time, the interview gives you a chance to decide if the employer is right
for you.
Considering the Questions
It is important to remember that whether the employer invites you to an interview (the most
common route) or you invite yourself (as in an informational interview), the meeting focuses on
the employer’s needs and what you can do for them, even though the questions seem to be
about you.
It is a good idea to understand the different types of questions that may be asked and to have
thought about the way you might structure your answers. You do not need to memorize your
answers. In fact, that can make you sound like you are acting in a play. Instead, you should
prepare so that you can relax and pay attention to the conversation and the information the
employer is providing, rather than having to quickly come up with answers to questions that
you never thought about before.
In addition to thinking about the conversation, it is equally important to plan for the event in
practical ways. Try to get a good night’s sleep before the interview, eat properly that day, and
prepare your clothes the night before so that you will arrive on time.
Information Checklist
Whether you do an interview in person (the most common), over the phone, on the Internet, or
even via an audition, preparation and planning are as important as your answers to the
interview questions. Before the interview, make sure that you know the:
o Name of the company.
o Position you are being interviewed for.
o Name of the person (or people) that will be conducting the interview.

These first three pieces of information can be obtained from the person that books your
interview. Do not, however, bother them for the following additional information unless they
offer it. For example, sometimes a Human Resources staffer will offer to send you the links to
the company website or provide copies of the annual reports.
You should also:
o Familiarize yourself with the company’s purpose and goals.
o Gather some information about the company that applies to your interview. Don’t
just focus on the size of the company or the number of employees. Ask questions
like: Do they provide a particular (or peculiar) service? Do they have people working
in different places? How does what they do relate to the job you are applying for?
o Familiarize yourself with their website.
o Check the local library for news articles or other publications containing information
about the company.
Tying It Together
This preparation may seem like a lot of work, but think of the potential for your conversation.
With some research, you can answer a question by framing it with comments that tie their
organization to the benefits that you bring to the potential job.
You can use phrases like:
o “When I read your annual report, I noticed that…”
o “I found an article on your website that talked about…”
o “I see that you are expanding operations into… Can you tell me more about that?”
Any organization wants to know that they are noticed. When you express an interest and do a
little homework, you will stand out from other candidates who have not taken the time to learn
about the company. This planning will also help you to answer the often asked question: “Tell
us what you know about our company.”
What We Want to Know
In reality, the company really wants to know just five things about you:
o Why do you want to work there (as opposed to somewhere else)?
o What can you do for them?
o What kind of a person are you? Will you fit in? Are you easy to get along with? Do
you know what the company thinks is important, and do you share those values?
o What makes you different (stand out) from the competition?
o Can they afford you, or might you come on board, get trained, and then leave for
the first outside opportunity?

You probably want to know similar things about the company:
o Why do I want to work here? (Would I like to do this job for this company?)
o What do I need to know (skills, knowledge, and attitude) to do this job well?
o Would I like to work with the people that work there?
o If this seems like a good place to work, what will make me stand out from the
competition so that they offer me the job?
o Can I convince them to hire me at the salary, vacation, and benefit levels that I
want?
The Informational Interview
Setting up an Informational Interview
This type of interview is one where you have initiated contact and have asked an employer that
you are interested in if you can come talk to them. Your conversation might start like this:
“Hello Ms. Smith. My name is Ima Looking and I have recently graduated from school with my
diploma. I understand that you sometimes hire people with my background, and I would like to
learn more about your company. Would you be able to meet with me for 20 minutes sometime
next week?”
Ms. Smith may reply that she would be happy to meet with you and schedule the appointment.
If she is not interested, she may simply say that they are not looking right now, but that you are
welcome to call in a month. If so, be sure to record her information in your planner so that you
can follow up.
If you are unable to meet with Ms. Smith, you could politely ask her if there are other
companies within the industry that might be able to use someone with your background. If she
can, she may provide you with a referral. You can also ask if there is a good time to contact her
again, perhaps in three or four weeks.
Make sure that you thank Ms. Smith for her time. Remember that you may be contacting her
again or that you may be acting on her referral. Be polite and professional.
Guidelines
When you set up your informational interview, there are a few guidelines. First, ask for a 20-
minute initial meeting. Don’t ask for a longer meeting because people perceive it to be a
greater impact on their day. They often feel that they cannot spare a cold caller (or even a
referral) 30 minutes, but can squeeze 20 minutes into their day. Stick to the 20 minutes and not
a moment longer!
Prepare for this interview as described in the previous section. Know all about the company and
what they stand for (or at least as much as is publicly available) so that you can ask questions

that are focused and that demonstrate your preparation skills. If there are specific projects
coming up or positions that interest you, focus your questions on those. Remember that you
are not on the hot seat over a particular job; nor are you there to ask for a job. You are only
there to gather information.
When companies agree to meet someone for an information-gathering interview, it is not
uncommon for a strong candidate to be interviewed (and even hired) the next time they have a
vacancy. This is a demonstration of how the hidden job market works. If Ms. Smith has an
opening, before she even has to think about advertising, she can refer to her file of three
candidates that approached her for an informational interview. She knows that she has three
very keen individuals in her candidate pool, rather than having to sift through a hundred
candidates who may or may not be quite so interested.
Have your list of questions on a clipboard or pad of paper to help keep you focused and on
time. After you provide a two-minute summary of what you know about the company, as well
as your background, ask the questions that you prepared. (Remember that since you initiated
this meeting, you are asking the questions.)
Here are some potential questions that you might want to include in your 20-minute meeting:
o What kinds of projects are going on right now (such as looking at expansion, new
market areas, etc.)?
o Can you tell me what the people who work here say about this company? (This
might be anecdotal or they could show you an employee engagement survey, for
example.)
o What would you say are the biggest challenges for this industry right now?
o How do you go about finding the people that you wish to hire?
o What kind of mood are people in when they leave work at the end of a shift?
o Are there special courses or training that help people to be considered for positions
here?
o Is it possible for someone with my background to be considered for positions here?
If not, what would you suggest is a good developmental step for me?
Bring a copy of your resume with you to the meeting, but only provide it if you are asked. You
may also wish to have your portfolio with you, but again, only provide it if asked.
Information gathering meetings can shift to a more formal interview if the employer is
interested in hiring you. If that is the case, your 20-minute period may not be enough. You can
say something like this: “I promised to only take up 20 minutes today and I respect your time.
Would you like me to schedule another appointment?”
Following the meeting, send Ms. Smith a thank you note, in appreciation of her time and
information. This shows her that you genuinely appreciate her time. It also reminds her of your
visit and may encourage her to think about you favorably in terms of your job search. Be sure to
include your phone number on the note.

Sample wording for a thank you note might look like this:
Dear Ms. Smith,
Thank you for meeting with me yesterday. I really appreciate your time and the information
that you shared with me. If you feel that my skills might be of help to you in the future, I would
be happy to hear from you.
Yours truly,
Ima Looking
(919) 919-9191
Types of Questions
Ready for Questions
Behavioral Interviewing
Employers generally rely on one or two types of questions: behavioral and knowledge.
Understanding the types of questions that an employer may ask will help you to prepare for
your meetings.
In large or medium-size companies, it’s common to be interviewed by more than one person,
and for them to have a list of questions ready. These questions often fall into a behavioral
category and start with a phrase like, “Tell me about a time when…” Although it may seem like
the employer wants to know a lot of your history and how you handle things, they are really
considering your past behavior as a predictor of future behavior and how that could benefit
them.
Common questions of this type are:
o Tell me about a time when a customer insisted on speaking to your supervisor.
o Tell me about a time when people you supervised were fighting.
o Tell me about a time when you had to stay at work late to prepare a report or
presentation.
o Tell me about a time when your job duties changed without any notice.
o Tell me about a time when you had to deal with an employee who was rude or late
for work all the time.
o Tell me about a time when you had more than three phone lines on hold and people
waiting at the counter.

GOS Method
A great method to use when preparing your answers is GOS, where you outline a Goal,
Obstacles, and Solution. Here’s an example:
“We had a problem with serving customers on time (Goal). We either left them on the phone
too long when they wanted to order, or we had line ups that were so long at the counter,
customers were leaving (Obstacles). To overcome the problem, I… (Solution).”
Be sure to detail how you overcame those obstacles, including figures or numbers whenever
possible.
Knowledge Questions
In other interviews, or combined with behavioral questions, you will commonly be asked
knowledge questions. These often refer to things that you know or do in general.
These questions might start with: “Tell us what you know about…” They can be about your
industry in general, advances in your field, big projects, changes in the economy, and so on.
Other Options
In other interviews, you may be asked to prepare a presentation or audition for the interviewer
to watch. This is common for people in artistic work (such as music, dance, art, and
photography) as well as teaching, training, some computer fields, and the service industry
(table setting in a big hotel, for example).
Preparing Interview Questions
Create a list of ten questions that you would ask a prospective candidate interviewing for the
job that you want. Your questions should reflect the five basic areas covered earlier under
“What We Want to Know.” Write down your questions in the space below.

Getting Ready
Question Tips
Getting Started
When employers interview candidates, they can be as nervous as you are. Sometimes they
have experience interviewing, and other times they don’t. They will want you to do well in your
interview, so they may start the interview with some chatter to help you relax. In return, you
can also help them relax simply by smiling, appearing ready, and encouraging their questions.
You do not need to memorize answers to questions. If you do, what you say can seem forced,
as though you are acting a part in a play. However, it is important for you to think about strong
examples of your skills and background that you want to share. You can use your portfolio to
support the answers that you provide and to highlight actual examples of your work. It is also
helpful as a demonstration of how organized and thorough you are.
The “Weakest” Question
Employers will ask you interview questions about your strengths, so make sure you know what
those are. They may also ask you to describe your weaknesses, which can rattle some people. If
they ask about a weakness, offer an answer that also describes what you have done to
overcome that weakness so that it doesn’t stop you from doing your job.
Making Connections
As an individual, there are plenty of things that I am good at. When an interviewer asks about
my strengths, I would say these things:
I know that, as a human being, there are things that I sometimes struggle with. These might
be weaknesses in the eye of an employer, but I also know that I can discuss them in a way
that shows how I manage them. A challenge (or two) that I might share with an employer in
response to this question is:

Wrapping Up
Once the interviewer has finished asking questions, they will ask you if you have any. You need
to prepare several questions in advance. Try to create questions that you do not think the
employer will answer during the interview. Look beneath the surface and explore things that
you really want to know about the place you are considering.
You can modify the samples below to suit your needs and area of work.
o What methods of training are currently being utilized here?
o How much time is granted for mandatory skills updating for staff?
o What are the first objectives for a new person coming into this role?
o In which area do your priorities need the most attention?
o Do you have other specific projects that you want me to be involved in?
o What is staff turnover like in my prospective department? Organizationally?
o What could I expect by way of orientation?
o Who is responsible for emergency preparedness training? Fire safety? Health and
safety?
o What would make me want to work here more than anywhere else in this industry?
General Tips
Prepare Your Answers
If you are being formally interviewed, you can expect that an interviewer will take some notes.
In some instances, and depending on the level of the job, they will take lots of notes and then
grade your answers after the interview. Employers use this standard method to help them
remember whom they’ve interviewed. If you structure your answers using the GOS (Goal –
Obstacle – Solution) method, you will have included all the necessary information. If you can
enhance your answers with results (i.e., numbers), that will help to improve your score.
The 50-50
You need to have a blend of speaking and listening during the interview. This means that the
employer will spend half the time talking, and you the other half. They will be providing you
with information about the organization and the job. If you talk too much, you may come
across as overbearing; talk too little, and the employer might think that you are trying to hide
something about your background. Aim for the 50-50 balance.
The 30-2
The best impression comes from speaking for between 30 seconds and two minutes at a time in
an interview. If it takes more than two minutes to answer a question, you may be rambling or
not sure what the question was asking. Stop and ask for clarification if you need to, and
recognize that not everything needs a long explanation.

Resourcefulness
Demonstrate that you are a needed resource, but not desperate for a job. Make sure that your
answers, even when you are talking about yourself, focus on what the employer needs. (This
can take some practice.) The employer is looking for someone who adds value to his or her
organization, not someone who might turn into a problem or who simply wants the job to make
a living. They want someone who cares about what they want. You’ll have to show them that
you are that person.
Portfolio
Make sure that you have your portfolio with you as a demonstration of the work that you have
done and can do. If you do not have a portfolio, consider creating one because of the value that
it brings to an interview. For example, instead of simply saying that you can produce excellent
work, you can use your portfolio to show some pictures of work that you have done, even if you
are new to the workforce and the pictures are of projects that you did in school.
If you do not have a portfolio, make sure that you bring copies of your cover letter, resume (or
application form), and references with you. This demonstrates that you are organized, efficient,
and serious about getting a job. It also gives you the opportunity to offer copies to the
interviewer if they have not brought any to the interview.
History
A new job is about making positive changes. Do not badmouth your previous (or current)
employer in the interview, no matter how tempted you are. The world is smaller than you
think, and you don’t want the new employer to get a negative impression of you right away;
nor will you want your attitude getting back to your previous employer.
Scope
Accept that an interview is part of your research about the world of work, not just about that
company. You do not have to take a job that seems wrong for you (for example, if it conflicts
with your values) or is unable to make you feel confident and proud about working there. You
won’t like the job and will soon start looking for another one.
Empathy
Understand the employer’s concerns about this interview. These could include any of the
following:
o Is this a candidate who interviews well but performs poorly?
o Will this candidate do his or her best to be here on time, and for each scheduled
shift?
o What if this candidate gets hired and trained, and then leaves in a few weeks or
months?

o Is this candidate someone who wants to put in a good effort, or someone that just
wants to do the minimum requirements?
o What if this candidate turns out to be irresponsible, foolish or dishonest, a gossip, a
crook, or something worse, and makes me look bad?
Success
Dress for success. When you go for an interview, the rule of thumb is to dress one step above
the position you want. If you are going after a job in the service industry, dress the way you
expect your supervisor would. If you are looking at an entry-level administrative position, dress
as a manager does. No matter what the nature of the job is, your clothes must be clean,
pressed, and free of imperfections like dog hair and stains. Your shoes should be neat and in
good repair, and can reflect the type of work that you do. They should also be polished.
If you work in the trades, or are interviewing for a job that will lead to wearing a uniform, do
not wear your work clothes to your interview. A nice pair of slacks, a shirt with a collar, and a
good pair of shoes will put you in a professional and presentable light, and make you look like
someone who wants to be taken seriously.
Greetings
Learn how to shake hands. When you present yourself for your interview, make sure that your
portfolio is in your left hand so that you can shake with your right hand without fumbling the
portfolio from one hand to the other. Many people do not have a good handshake, so practice
is key.
Unwinding for the Interview
Warm Ups and Tips for Interview Preparation
Since people often experience butterflies or stage fright before speaking in public, here are a
few exercises to help you get going. In addition to doing some relaxation exercises, it also helps
to know your content (in this case, your portfolio, résumé, cover letter, and work-based
vignettes). You should also be familiar with the values and goals of your prospective employer,
and be comfortable relying on the tips that we discussed earlier.
We recommend arriving ten minutes early so that you have the chance to calm your breathing
and focus on the activities that are coming up. As well, visit a washroom in the building. It puts
things into perspective and reminds us that we all have bodily needs; even the interviewer will
have had to visit a washroom today.
Right before the interview, go through a 1-2-3 exercise, like the one below:
o One thing that I like about this company (or building) already
o Two things that I accept about myself
o Three things that I like about myself

Common Problems and Solutions
Out of Bounds
Uncomfortable topics can come up in an interview. Knowing how to respond to them helps you
to manage the interview with finesse. If the interviewer asks you questions that you think are
illegal or inappropriate, you can politely tell them that. For example, it is illegal in many
jurisdictions to ask people about their ethnic background, sick time usage, or religion. Here are
some questions that are not allowed:
o How many sick days do you take a year?
o Have you ever had a long-term or workers’ compensation claim?
o Do you have a disability?
o Do you have young children at home?
o What religion are you?
o What is your ethnic background or country of origin?
Preparing Your Answers
Most interviewers have good intentions and just want to know about the kind of work you do
and whether you will fit into the organization. Someone who is inexperienced or who simply
dismisses the law could also interview you. You will have to decide how far you want to go in an
answer, depending on your own comfort level. You’ll also have to decide what to say in order to
help with the flow of conversation.
For example, if you know that the organization operates with a rotating shift schedule that
includes Sunday morning, and you normally attend church at that time, you could mention your
situation along with a solution. Here are two examples.
o “I am happy to work whatever shifts you offer. I normally attend church on Sunday,
so I would prefer not to work at that time, but I’d be happy to work Friday evenings
if that’s a time that people normally want to have off, or at another time.”
o “I normally attend services on Saturday evening, and I can appreciate that many
people want that time off. Would it be possible to alternate shifts, or to work two
Saturday evenings and have two off a month so that I can still worship with my
congregation? In return, I’d be happy to work a Sunday shift when I know that other
people are attending church.”
Or, perhaps you have a physical need that the employer is focusing on. Focus on being a
problem solver instead of just stating what you want. (Otherwise, you may come across as
having a bad attitude or being a troublemaker.) You might say something like: “I know that I am
able to do the work that you have described and, in fact, I am excited about the opportunity to
work here. I do have a prosthetic leg and that makes standing for long periods or going up and
down stairs quickly a challenge, but I am fine as long as I have a stool nearby.”

WRNH Participant Manual (Rev. Sep 2015)

WRNH Participant Manual (Rev. Sep 2015)

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