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Employability Skills HandbookSIXTH EDITION

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First published by TCHC in the United Kingdom in 2012.

Apart from any fair dealing for the purposes of research or private study, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means, with prior permission in writing of the publishers. Enquiries concerning reproduction outside these terms should be sent to the publishers at the undermentioned address:

TCHC2nd Floor, Suite A3 Gresham House53 Clarendon RoadWatfordWD17 1LA

United Kingdom

© The Consultancy Home Counties Ltd

Index | 1

1

Writing a CV 2

2 Cover Letters 15

3

Speculative Letters 17

4

Speculative Telephone Calls 19

5

Application Forms 22

6

Using Social Media for Job Search 29

7

Job Search Action Plan 34

8

Interview Advice 37

Table of Contents

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1 Writing a CV

Introduction

Your CV should be easy to understand and read, no longer than two pages and it should use the same keywords as the specific job advertisement that you are applying for. Most importantly, your CV should be presented like a snap shot of who you are today.

Your CV is all about what skills you can offer to an employer to make them want to invest money in you. It is a marketing document, created to sell your services as an employee.

Always remember to spell check your work every time you make changes. If requested to send a CV by post, use an appropriately sized envelope to avoid the CV being folded too much. You must always use your own initiative and common sense when sitting down to compose your CV. As your CV is marketing you, when someone else looks at your CV what would they think it says about you?

Apart from the most obvious details, e.g. name, address, contact numbers, a professional email address, social media address (LinkedIn), you should include the following information:

• Personal profile: A brief opening paragraph about your skills and qualities

• Skills and competencies: Skills, qualities and strengths

• Employment details: Company, dates (month and year), job title and outline of duties

• Qualification and training / education: Most recent first, e.g. college, training programmes and lastly, school

• Leisure interests: How you spend your spare time, e.g. sports (teamwork), cooking or entertaining (enjoys others’ company), art / crafts

• References: You don’t need to list names and contact details Simply put “References available upon request”.

Finally, your CV should be clear, attractively laid out and informative.

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Personal Profile

Your personal profile should be a short, positive description of your strengths and capabilities. It should be tailored to the role you are applying for. It sets the scene for your CV and should highlight what makes you suitable for the job.

Proactive and enthusiastic Warehouse Operative with good interpersonal skills and over five years experience working in a large logistics company.

A highly enthusiastic and hard working Sales Professional with the ability to exceed set targets.

A keen and enthusiastic person with good communication skills and the ability to work effectively in a team or using my own initiative. A proactive attitude enables me to excel in the workplace.

Friendly, outgoing and adaptable individual with good knowledge of administration duties. Highly self-motivated and currently seeking a position where I can utilise these skills.

A reliable and hard-working individual with a flexible approach to any given task. I’m a good team member, able to work under pressure and follow set processes and procedures.

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Complete Exercise 1 in your workbook

Skills and Competencies

The Skills and Competencies section of your CV should highlight your skills as given in the job description, if available. Alternatively it should reflect the skills most relevant to the type of job you are seeking.

It’s essential to keep in mind while compiling your CV that companies often sift or search through CVs using recruitment software. The software works in a similar way as Google and you should therefore map the terminology (keywords) used on your CV to the job advert or job spec provided.

Start with the essential skills for the job, then the desirable skills and then soft skills such as communication, presentation skills etc.

Skills and Competencies Explained

Problem solving - Employers want you to use your initiative and they need to know you are able to recognise problems and provide solutions. It’s not about doing everything on your own - often it’s important to know when to ask for help.

Information Technology - Nearly every business uses computers in the day-to-day running of the office. Employers will expect you to use a computer to source, select, enter and present text, data and images.

Working with others (teamwork) - working with other people is vital to business success. You should be happy and confident about working with other people. This skill is useful not only at work, but can also help with studying and home life too.

Communication - This is about using your speaking, writing, listening and reading skills effectively for different tasks. You should be able to understand information and give a proper spoken or written response.

Application of numeracy skills - You should be able to use your numeracy skills in a variety of tasks. Employers will want you to interpret information involving numbers, carry out calculations, interpret results and present findings. While it’s important that you know how to measure and read scales, carry out calculations or draw a diagram, employers will also want you to interpret information in tables, graphs and charts.

EMPLOYABILITY SKILLS HANDBOOK | 5

Improving learning and performance - Every time you learn something new, from editing a video to rewiring a plug, you are improving your performance and learning. Because we live in a world where newer, faster and often more complicated ways of doing things arrive all the time, employers value employees who can learn new skills and acquire new knowledge swiftly.

Skills Examples

Customer service Assisting with customer enquiries, both face to face and over the telephone.

Able to handle complaints effectively.

Able to assist with both customer enquiries and handle complaints effectively.

Customer communication

Able to communicate effectively with people at all levels, both face to face and over the telephone, in a confident and friendly manner.

Communication skills Able to assist with routine team enquiries effectively.

Organisational skills Good at prioritising personal workloads and organising team schedules.Time management Able to organise workloads and cope under pressure, meet set targets

and deadlines.Administrative duties Photocopying, filing and incoming / outgoing mail.Keyboard skills 40 words per minute copy typing.Research Researching information utilising the Internet, library and other

resources.Filing Able to set up both manual and electronic filing systems.Inputting and checking data

Alpha and numerical input – able to copy details accurately from document to screen, proofread a document in its entirety and amend if applicable.

Banking Going to the bank with cheques and cash. Processing cheques ready for payment.

Cash handling Able to process cash, cheques and credit cards.Till experience Operating computerised and manual tills.Photocopying Copying various sized documents, including single sheets, double-

sided, stapled and complete documents.

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I.T. Confident in using Microsoft Word, Excel, Access and PowerPoint.Stock control Extensive experience of rotating and replenishing stock, as well as

unloading deliveries, pricing and sorting goods.Warehouse / factory Preparing orders for export, including bottles, kegs and plastic.Provisional driving licence

Currently learning to drive – passed theory test.

Manual handling Can demonstrate correct manual handling procedures. Utilise lifting aids.

Forklift licences Counterbalance and Reach Licence.Forklift experience Gained experience within a warehouse, working as part of a team.

Responsible for picking orders on a daily basis using a counterbalance forklift. Getting orders ready for loading.

General housekeeping

Take pride in keeping the shop-floor areas clean and tidy.

Health and safety Attended Health and Safety workshop.

Aware of ensuring a safe working environment at all times.Childcare Aware of child safety and welfare – ensuring a child-friendly area at all

times.First aid “Appointed Person” certificate gained 2004 – aware of basic first aid

and the importance of prioritising danger, response, airways, breathing and circulation.

Teamwork Can follow written and verbal instructions accurately.

Able to work well within a team, and follow instructions accurately.Food preparation and hygiene

Aware of all food hygiene issues and have experience of preparing meals whilst adhering to all special dietary requirements, including diabetics and food allergies.

Working with children Able to interact with, and supervise, groups of children aged between three months and five years.

Hygiene Aware of all hygiene issues, e.g. ensuring children wash their hands before meals and after activities, etc.

Animal handling Able to handle and restrain both large and small dogs, cats and reptiles.

Preparing food Extensive experience of preparing food for cats, dogs and small animals, adhering to any dietary requirements.


Health and hygiene Experience of cleaning kennels, catteries, aviaries, fish tanks and cages. My experience includes keeping all animals’ feeding utensils and grooming kit clean.

Medication Able to administer both tablet and liquid medication as prescribed.Exercising Have experience of exercising dogs and cats, and ensuring their

playtime is varied and stimulating.Washing up Able to hand-wash and stack plates, pots, pans and cutlery in a

dishwasher.


Career History

Provide a brief list of your career history. It’s best to keep to the last ten / fifteen years. Write down the employer name, the job title, years that you worked there and a brief list of your duties and main achievements.

If you have gaps in employment, account for them positively.


Qualifications, Training and Education

Provide a brief list of your education, qualifications and training including dates attended and name of institution.

Note: If you have failed a qualification, it’s best not to include it.


Leisure Interests

This section is optional. It can be used to show that you enjoy an active lifestyle and participate in both team and individual activities. Only list leisure activities that put you in a positive light, demonstrating you are proactive, versatile and have good social skills. Be general, if you support a specific football team, list that you enjoy football rather than stating the team name.

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Mention any activities that you do on a regular basis. Be prepared to answer questions on anything you mention. Hobbies and interests can be a good ice-breaker at interview. If you have interests that are related to the job for which you are applying, it is very important to mention them, e.g. if you are applying for a catering job and your hobby is cooking.

It’s best to keep things professional so avoid anything that provokes judgement. When in doubt leave it out, especially when it comes to sensitive subjects or strong viewpoints that may provoke conflict.


References

Ensure that you have at least two references at hand. These should be from your most recent employer(s), a teacher / lecturer or other person of authority. Referees are vouching for you out of their own good will. We therefore advise that you only provide contact details for your references during the offer stage, as you don’t want them to be contacted too often, they may not want to provide you with a reference next time.


Gaps in Your Work History

Employers may rush to judgment when gaps are found in your work history, but if someone has a five-year gap, what are the possibilities?

• Parenthood: Carer for young family• Further education: Part-time / full-time• Training: Career development / retraining • Redundancy: A career break• Illness: Employer may be concerned about re-occurrence.

People take career breaks for all sorts of reasons, such as:

• Writing a book / playing music• Retraining• To care for sick or elderly relative• To renovate their house• To work on their own business venture• To go travelling.


These can all be portrayed as positive reasons to have time out of work. Be careful that you do not give the employer the impression that you are not going to stay with them for very long.

If you were given a redundancy package, explain how it financially allowed you to take your time searching for the right job until this opportunity came along.

If you have too many large gaps to cover effectively, you could always take part-time voluntary or temp work to bring your experience and references up to date. You may need to be willing to take a ‘step down’ from the job you really wanted initially.

Above all, you must not give the employer the impression that all you have done during that time was watch TV. (It may be true, but it will not get you the job).

Limited Work Experience

If you have little work experience, you can use other areas of your life to build your CV and showcase your diverse skills and abilities to employers. Your leisure activities, voluntary work or any work experience can all be used. Things that this can include are: the Duke of Edinburgh Award, sports coaching, web design, writing a blog, running a youth club or helping in a relative’s business.

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CV Limited ExperienceJohn Smith

12 Marlins Meadow, Croxley Green

Hertfordshire

WD18 8YA

01923 688 1234

Personal Profile

An enthusiastic and highly motivated individual with proven skills and experience in a customer service and warehouse environment, who strives to achieve high standards of work and successful outcomes and is willing to undertake any training that will support in fulfilling the role.

Key Skills

• Excellent customer service skills • Experience of working in a warehouse environment • Keen eye for detail• Good organisational skills• Ability to work under pressure and to deadlines • Able to maintain high levels of health & safety standards • Flexible and willing to work shift patterns if required

Employment History

Bookers Cash & Carry - General Assistant Dec 2013 – Feb 2014

• Ensuring staff’s/public safety whilst forklift manoeuvring • Meeting companies targets and expectations at all times• Dealing with customer enquiries and returns• Refilling shelves, stock rotation• Keeping all working areas clean and tidy to Health & Safety standards• Operating Industrial Recycling machinery• Working effectively as part of a team



TCHC – Employability Course (2014)

• NCFE Level 1 in Personal and Social Development

Technology• BTEC Level 1 Science

The Voyager School (2009 – 2011)

• GCSE’s in Geography, Mathematics, English, Media Studies. Design and Food

Interests

Loves to keep fit and currently plays for the local football team.

References

References supplied upon request

Tips for Writing a Good CV• Keep it short, simple and to the point – no longer than two pages• Be truthful• Use quality white / cream paper and a standard readable font such as Arial or Calibri • Focus on your strongest points and only list information that is relevant to the application• Proofread your CV before you send it• Map your skills to the job spec and use the same keywords in your CV as in the job advert.

Across the page is an example of a job advert with a CV tailored accordingly.

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Business Administrator - Essex

My client is a leading independent IT solutions consultancy practice based in Essex. They offer leading solutions as well as a systems integration service with an impartial view to their clients.

Dealing with large corporate accounts they are a leading provider of their services within the market.

A fantastic opportunity has become available for an administrator who is looking for career progression with a reputable company in Essex.

Job DescriptionBusiness Administrator:

• Providing administration support to all departments within the company• Liaising with external suppliers gathering information for consultants• Dealing with facility issues and documenting them whilst liaising with facilities

managers• Assisting with the auditing of the company• Assisting HR, payroll and recruitment with administration support and filing• Collate and check all documentation and make up concise order files• Carry out precise data entry into required systems• Answer telephone enquires • Support sales coordinators, as required• In addition, the post holder may be asked to carry out other reasonable duties,

appropriate to their experience, qualifications and level.

Person Specification• My client is looking for candidates with a minimum three years administration

experience• Effective communicator with good telephone manner• A proven interest in business and IT is beneficial• This is a fantastic career opportunity with many benefits. The company will give the

successful candidate training in each area of the business enabling them to develop their career further.


Tailored CV

John Smith

12 Marlins Meadow, Croxley Green

Hertfordshire

WD18 8YA

01923 688 1234

Personal Profile

I am a self-motivated and proactive administrator with over three years experience in the IT sector. I am a practical problem solver who is enthusiastic and willing to learn, with the ability to apply business sense to achieve targets.

Skills and Competencies

• Providing administrative support to the sales, marketing and HR teams• Assisting sales coordinators during audit• Successfully completing data entry for over 2000 sales orders• Liaising with hardware and software suppliers to ensure stock availability• Good communicator with excellent telephone manner• Friendly, proactive and process driven to ensure accurate documentation.

Employment History

Intelligent IT Systems - Administrator January 2008 - November 2012

• Answered telephone enquiries from suppliers• Provided payroll and recruitment support to the HR team• Successfully implemented a new filing system that improved productivity• Ordered office supplies and other office equipment as required• Provided input to weekly sales reports.

Supersoft Games - Business Admin Apprentice January 2007 - December 2007

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• Successfully completed a Business Admin Apprenticeship• Provided general admin support to the trade sales team• Successfully performed data entry and filing tasks with accuracy and efficiency.


NVQ Level 2, Business Administration – South Essex College 2007

5 GCSEs, Grade A-B - Watford High School 2001 – 2006

Leisure Interests

I am the captain of a local football team and also enjoy reading in my spare time. In addition I also have a keen interest in computer games.

References

Available on request


2 Cover Letters

Cover letters form an important part of the job search process. A cover letter gives you the opportunity to introduce yourself and to show that you understand the requirements of the job you are applying for. An effective cover letter will increase your chance of securing an interview.

The cover letter should be carefully tailored to the job description or person specification and a brief example given of how you can demonstrate the points using your previous skills and experience.

Content• State why you are writing (to apply for advertised job in response to an advert, give

details of where you saw the advert)• Why you are interested in the job• Why you are a suitable candidate• A polite closure.

It Should Be• No more than one side of A4• Neatly laid out• Always type your letter unless specifically asked for a handwritten one• No spelling, grammar mistakes or corrections• Clear and straight forward.

Always keep a copy of any cover letters you send out in your job search portfolio

An example of a cover letter can be viewed on the next page.

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NameThe StreetAny Town

My CountyPostcode

Mobile NoEmployer NameEmployer AddressEmployer Postcode

Date

Dear Sir / Madam / Name of person

I am writing to express my interest in the role of [job title or job reference number] as advertised on [where you saw the advert].

As you can see from my CV attached, I am a proven [job role] with a strong track record and I would be a great fit for this role.

I am currently unemployed following redundancy / a change in career direction and I have spent the past XX months training / gaining additional skills and qualifications / getting work experience. In addition to this, I have XX years experience as a [job title] and I have a solid work history.

In my previous roles I was personally responsible for a number of key successes, including:

• Decreased customer waiting times by 4% by introducing a new strategy where team members were incentivised to respond to calls faster

• Cross-trained the team, which has increased job satisfaction (reducing absenteeism and sickness)

I can assure you that my experience, industry knowledge and track record to date make me a strong candidate for this role and ideal for the position.

I look forward to hearing from you and am ready for an immediate start.

Yours faithfully (if you started the letter Dear Sir/Madam) OR Yours sincerely (if you addressed them by name)

Your name

Cover letter example


3 Speculative Letters

A speculative letter can be sent to organisations that you would like to work for. It does not mean that the organisation necessarily has a position available, but employers appreciate individuals who are proactive, so you never know.

Why Do We Write Speculative Letters?

Speculative letters are another way to market yourself to prospective employers. Listed below are just a few suggestions of where you can look to find employers names and addresses.

Yellow Pages Business directoriesInternet Local councilsLocal papers LibrariesLocal shops Local phone books

Guidance and Content for Speculative Letters• You are enquiring about suitable vacancies that match your skills and experience • Give details about work trials• State your willingness to train• Sell your skills, strengths and qualities• Enclose a copy of your CV.

Remember no more than one side of A4, neatly laid out, no spelling, grammar mistakes or corrections.

If you would like any additional examples of speculative letters they can be provided by your tutor.

Always keep a copy of any speculative letters you send out in your job search portfolio.

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Speculative Letter Example: Administrator / Receptionist

NameThe StreetAny Town

My County PostcodeMobile No

Employer NameEmployer AddressEmployer Postcode

Date

Dear Sir/Madam

I am writing to enquire whether you have a vacancy for an Administrator / Receptionist within your company. At the moment, I am ideally looking for a part time position and I have attached my CV for your consideration.

My administration skills are exceptional; most recently I worked for a Doctors’ Surgery and am therefore well organised and accurate when updating both clerical and computerised records.

I have excellent working knowledge of all Microsoft Office packages with a fast typing speed. Working in a Doctors’ Surgery enabled me to develop outstanding interpersonal skills as I needed to be friendly and welcoming to patients and highly professional when dealing with GPs and other health professionals. I am well presented and I have a pleasant telephone manner.

I am available to start work immediately. Please do not hesitate to contact me if you have a suitable position available.

Yours faithfully

My Name


4 Speculative Telephone Calls

Speculative calling is a good way to access the hidden jobs market. Estimates suggest that around 70% or more of jobs aren’t advertised. By contacting an employer directly you will have less competition and will save the employer recruitment costs.

Research

Start by gathering a list of organisations that you are interested in working for, and that you think will have jobs that are a match for your skills. Visit their websites to see if there are jobs already advertised.

You can identify employers in your area through newspapers, yellow pages & online search engines. Universal Job Match is also a great way of finding employers. Make a list of companies to approach, set yourself a deadline for contacting them and record outcomes.

Always ask employers for feedback, as this is valuable to improve your future calls. The bigger the list the greater your chances of securing that winning job.

It is important to find out as much information as you can about the company. Visit their website and see if you can find a named person.

Next consider the time you will make the call.

Monday to Friday between 10am – 12noon and 2pm – 4pm are the windows to aim for.

Remember that you are not selling yourself, you just asking for them to accept and read your CV and covering letter and to consider you for any current or future job opportunities.

Getting to the right person

It is often difficult to get to the person you need to talk to as receptionists etc will be screening calls. These Gatekeepers need to be convinced to let you speak to their employer. There are five rules that will help you do this:

1. Get personal: Gatekeepers are not your enemy; they are simply doing their job of blocking

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unwanted calls. Stop trying to push past them as if they are an automated telephone system. Instead, focus on building a relationship and rapport with them and try to get them to become your ally and personal advocate.

2. First name basis: The moment you learn the gatekeepers name, write it down and start addressing them by their name. You should be using the gatekeepers name at least two times during the conversation. Be sure to put it with the rest of the information on your prospect so you can refer to them properly the next time you call.

3. Be specific: Gatekeepers are constantly receiving phone calls from sales people every day. Explain exactly why you are calling and provide your first and last name.

4. Stay polite: No matter how frustrated you may become leaving repeated messages with a gatekeeper, you must remain polite. You are guaranteed to fail if you are pushy, rude, and arrogant. Be cheerful and positive when you speak with them. Use please and thank you and address them with respect.

5. Leverage their knowledge: No one is going to openly provide you with information unless you specifically ask for something. By asking the gatekeeper for advice you are showing that you respect their knowledge and value their suggestions. Try asking if there is someone else you should be speaking with or if there is a better time to reach the prospect.

If you have been unable to find out who the hiring manager is, then just ask the gatekeeper!

Make sure you take down the spelling of their name correctly. If the company have a no name policy and will not put you through, ask for an email address so you can send a CV and covering letter first. Always try to sound enthusiastic and interested.

Prepare for the call

Ensure that you have the following to hand:

• Your CV and covering letter printed out

• Your notes/research on the company

• A notepad and pen to record details i.e. email address, company address, name of HR.

• Your calendar of availability.


Remember that your ultimate aim is to get a job interview.

What to say

If you get put through to the hiring manager, you might find it easier if you use the script you developed beforehand which could be a brief 20 second description of who you are and what you can offer.

Good morning Mr. / Ms. ----- thank you very much for taking my call. I know how busy you are so I shall be brief……….

Remember that friendliness and social skills count for a lot – if you find some common ground don’t be afraid to chat about it, but make it brief. This all helps to build up a positive relationship. If you make some positive progress, you could suggest that it might be useful to continue this discussion face-to-face. You could take the lead and suggest a date and time to meet. Alternatively, they may ask you to send them your CV, so be prepared to take down their details and ensure you have the correct spelling of name/email.

If they do not have any vacancies

If you’ve made a good impression and you ask them to retain your CV on file, they will consider you for future vacancies.

Following up

It is important to remember that with every cold call you make, a follow up action is required. Always record in a diary or on a smartphone if you have one, who you have spoken to, what was said and the action you have agreed and by when.

Speculative calling can often result in the employer referring you to their supply chain or neighbouring companies. It’s all about making your network of contacts bigger – maximising the number of people who know that you are looking for work and what skills you have to offer.

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5 Application Forms

Application forms vary, sometimes greatly, from company to company. Some forms are relatively basic, asking for personal details, previous employment, dates and brief details of duties, while others ask for detailed information on your personality, abilities, family, etc.

Whatever the form looks like or asks for, remember that you will be judged on the quality of the information and how you present it. Whether you handwrite or type your information depends on the instructions given, your handwriting and the type of job applied for.

Remember that an application form is often the first contact you will have with an employer and that you should create a good first impression.

Detailed below are possible questions and suggested information.

Personal Details

Name State full name, not shortened version or nickname.Address Give the full postal address of permanent (or main) residence, including

full postcode.Telephone no. Give your home number, mobile number or the contact number of a

relative, friend or neighbour where you can be reached during business hours. Many employers prefer to use telephone contact as opposed to written communication. Ensure that you include your dialling code. Employers will not waste their time looking for a dialling code to contact you.

Date of birth Give your correct and full date of birth – this is now optional due to the age discrimination act.

Salutation In the majority of cases you will have to tick which title is appropriate to you. If you are female and you do not want to disclose your marital status, ‘Ms’ is now widely accepted.


Ethnic origin This is used by employers to monitor their equal opportunities policies. It is usually a tick box format. A percentage of employers have this section on a separate equal opportunities ‘monitoring form’, which is stored separately from the main application form and is not taken into account during selection.

Disability Some employers ask if you consider yourself to have a disability, or if you are ‘registered disabled’. Again, this information is used in equal opportunity monitoring. You may be asked to give details of your disability and if you would require special facilities. Some employers give automatic interview selection to people of an ethnic minority or disability.

Health Occasionally you may be given a health questionnaire with your application form; however, these are generally completed at or after an interview. If you are successful and appointed, the employer will probably approach your doctor asking similar medical questions. Be aware of what your doctor will say about you and make sure that you don’t contradict it.


Education

(Most recent first)

Most application forms state what stage they wish to see your educational information to start from. If they do not, assume that it is from secondary school onwards.

Formats of how employers would like to see the information vary. Main areas are:

• Secondary school• College• University.

Give the name and approximate address of the institute e.g.

• Holly Lodge Comprehensive School, Liverpool• Knowsley Community College, Huyton• University of Liverpool, Liverpool.

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Qualifications Some firms simply give this heading, not specifying any requirements about grades or types of qualifications. If you feel that the employer would select on quality of qualifications, or that they are relevant, give as much detail as possible.

When asked for the date when the qualifications were obtained, the month and year is all you need to state. If you have further or higher education to detail, check that there is not a separate section for this.

If you have returned to education since leaving school, ensure that you mention it, even if it was part-time study, a short course, or a course you did not complete.

Training Within this section employers are looking for any in-house training or courses that you have attended as part of your work, i.e. vocationally based. Employers will usually ask for dates, course title, duration and any certificates or qualifications gained, e.g. First Aid, Health and Safety.

Employment

Usually present your employment history in reverse order, starting with your most recent employer first (unless stated otherwise). Some forms stipulate that you only cover a specific period, i.e. the previous five or ten years. If you have been employed by the same company for longer than the specified period, simply state your actual start date. If no stipulation is made about how far to go back, base your information on a maximum of 10 to 15 years, depending upon your experience. If there is relevant information prior to this period, then mention it in this section or in an additional information section.

Date Give months and years. If you can’t remember or work out the months, give the years.

Job title Give the job title or type of work undertaken, e.g. mechanic, typist, nurse, etc.

Employer Give the full title of the company and the approximate address, e.g. Browns Bakery, Stafford. Some application forms only request the name of the company. If you were self-employed, state ‘Self-employed’.

Duties Brief details of duties – many application forms give very little space in which to detail your employment duties. If you are unable to fit all information within the allocated space, continue on a separate sheet, or enclose a copy of your CV.


Salary Give your gross salary upon leaving that particular job.Leaving reason In this section, you must make sure that your information sounds

positive, e.g. if you had an argument with the boss over the way to do a job, don’t say this. Instead give a reason such as you left for a position with more responsibility.

Additional Information

This section asks for any other information you may have in support of your application and gives you the opportunity to include a wide range of things, which you have been unable to fit in other sections.

Additional information sections can be difficult to fill in. People can be intimidated by the blank space, sometimes two sides of A4. Do not feel that you have to fill in the whole area.

Structure your information into sub-sections such as Employment Information, Voluntary Work, Skills and Abilities, or anything else that you feel would sell you as a candidate. Keep the paragraphs relatively short and easy to read.

It is often this section that employers use to gauge the quality of an application. You need to sell yourself in a positive, professional way stressing your transferable skills and abilities.

Tailor the information you put to match the Person Specification demonstrating that you meet each point or behaviour in the specification. For example, if the Person Specification ask for effective team working skills you should give a brief example of how you can demonstrate this skill i.e. “In my previous role as Sales Adviser I supported my colleagues by ensuring that lunch breaks were covered and if I noticed that a department was particularly busy or there was a queue at the cash till I would always help out.”

Application forms are often marked with points allocated to the strength in which the applicant can demonstrate each skill, behaviour or competence.

This section may be typed on a separate sheet and attached to your application form including your name and any reference numbers.

References

You will be asked for the name, job title and address of between two to four referees. Make sure that each referee has given permission to be used and would give a positive reference.

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If you have worked for a large organisation, try and give the name of your line manager or senior colleague, ensuring a more personalised reference.

Frequently, employers ask for your most recent employer. If this causes a problem, specify that you will discuss this at interview. If the company no longer exists, state that it has ceased trading.

Declaration

All application forms ask for your signature and date of completion. Remember, you are signing to say that the information you have given is correct and true. If at a later date any of the details you have given are found to be false, you may be dismissed without any entitlements.

Hidden Information

Application forms, apart from gathering your personal, educational and employment details, are used by employers to establish underlying information such as:

Ability to follow instructions

An application form is used as an initial aptitude test in that you have to follow a set of instructions, e.g. ‘COMPLETE IN BLOCK LETTERS AND BLACK INK’. If you were then to proceed in your normal handwriting in blue ink, your application, regardless of its content or quality, would probably be rejected as it would be assumed that you do not pay attention to detail.

Handwriting and spelling

The employment market is so competitive that it has been known for an application to be disregarded due to a single spelling mistake. Use a dictionary or get someone else to proofread your application. If your handwriting is very poor, an employer can’t afford to spend time working out what you have written. It is usually requested or recommended that you print, or alternatively, type an application unless it is stated not to.

Literacy skills Employers are keen to see details of employment, education, training, voluntary work, etc and examples of how you have handled situations. They often gauge a person’s level of effectiveness in a job by the degree of information they give. If you have not ‘sold’ yourself well, giving all relevant details, they may not consider you to be a suitable applicant.


As the applicant, you can establish information from an application form, such as:

What skills they are looking for

Many application forms now ask for specific information on skills such as team working, organisation and communication abilities, thus reflecting that these abilities play a part in the job being offered.

Interview structure A high percentage of employers base their interviews around the application form, asking questions on each of the sections.

Application Form Tips

Before you Start• Take a photocopy (mistakes and adjustments can then be made on it, and you will then

have a copy of the form for your own reference)• Read all instructions carefully making sure you follow them; employers use an application

form as the initial aptitude test• Make sure that you understand all the questions (if not, get help)• If unable to photocopy or print then complete it in a soft pencil first and get someone to

proof read before completing in ink and then erase the pencil• Keep the form clean and tidy (well presented and organised). First impressions count.

Filling in the Form• Use a ballpoint pen, not a pencil or felt tip, and always use black ink as this is best for

photocopying (unless stated otherwise)• Write neatly (ensure that your form is easy to read and is consistent)• Check spelling• Keep answers short and to the point, giving examples for every statement• If you do not have enough space to answer a question, continue on a separate piece of

paper. Always remember to put your name and the job title or reference number of the position sought at the top of any additional sheets

• Answer the questions that apply to you. If you do not have information relevant to a question, always put ‘Not applicable’ (N/A), this indicates to an employer that you read the question, but that it does not relate to you. Some companies use the same application form for all posts, from the most senior to the most junior employees; hence they do not expect everyone to complete every section

• Mention all skills, experience, qualifications and personal qualities relevant to the job you are applying for. Also list any other useful information that may be relevant (e.g. driving licence, or own transport)

• Give positive reasons for leaving your last employer, or state that you will discuss this at

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interview (e.g. if you are an ex-offender, were sacked etc)• Be realistic when mentioning wages, (i.e. don’t over or under sell)• Word your free sections carefully – they can make or break your chance of getting an

interview. Fully sell your personal qualities and relevant experience. Use job descriptions and be positive.

When Complete• Make sure that all dates agree, and all sections are complete• Ensure that you mention which job you are applying for and any relevant reference

numbers• Send it off in plenty of time to reach the employer before the closing date, enclosing a

covering letter, if or where requested.

Do Not• Be tempted to cut corners and send your CV as a substitute• Lie, like a CV, application forms are legally binding documents and should be completed

truthfully.


6 Using Social Media for Job Search

Social media can be a very effective way to help you find new work if used in the appropriate way. Websites such as LinkedIn, Twitter and Facebook has opened up good opportunities for jobseekers.

Using LinkedIn to Enhance Your Job Search

LinkedIn is the top online directory of professionals and companies. It is used for professional networking, recruiting, job searching, career building, and for staying in touch with connections.

LinkedIn is generally considered to be the social media site for job seekers. It’s the most professional of the social media options and is frequented by business people, consultants, entrepreneurs, recruiters, and HR professionals who are highly interested in finding the right people to help make their businesses successful.

For job seekers, having a presence on LinkedIn is a must.

Tips for Creating a LinkedIn Profile• Fill in sections related to work history, qualifications, education and key skills• Include a brief summary of your responsibilities at the company, and the main skills you

have developed while working there• Use a professional headshot photo in your profile• Use keywords related to your field or sector to make it easier for recruiters to find you.

For example, if you are looking for sales roles, you need to have the word ‘sales’ a couple of times in your profile to ensure that recruiters can find you

• Summarise your personal brand with a concise and eye-catching sentence or two and make it one of the first things people see when they view your profile

• You can also include relevant qualifications, interests and voluntary work.

Building and Using Connections

Building connections is an important part of LinkedIn as good quality connections will boost your profile. The first thing you need is to search for people you know.

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You can build your contacts by:

• Using the ‘connections’ function and searching according to company name, skills or industry

• Searching for companies you are interested in and connecting with some of their more influential employees. Larger companies will also have a follow function and post interesting articles throughout the day which you can comment on or talk about at interview

• Joining groups relevant to your industry, and adding connections that are in the same group. Groups are also a good way of demonstrating your knowledge and building your personal brand through starting and joining discussions, and posting links to interesting and insightful articles

• LinkedIn will often suggest people you may know according to where you went to school and companies you have worked for

• Using the email function to invite people in your email address book to connect with you. You can’t send an email to absolutely everyone on LinkedIn unfortunately unless you pay for professional membership.

When inviting someone to connect, you can use the message that LinkedIn automatically creates for you. However, sometimes it is better, and can leave a much better impression, if you write your own message in this box stating exactly why you would like to be connected to this person and what you can do for them.

Someone who is employed at the company or has connections there might be able to help your candidacy for employment. On the flip side, be willing to help your connections when they need your advice and referrals.

Joining Groups on LinkedIn

Joining groups related to your industry to meet like-minded people and to keep up to date and discuss important topics relating to your interest. Jobs are sometimes posted on these groups too.

Once you have joined a group you can choose to get regular emails about discussions taking place.

Groups are also a good way to build your network, as you can connect to people even if you do not share a common connection.

Posting links to interesting and insightful articles related to your industry can demonstrate your enthusiasm and knowledge to potential employers.


Inbox

You can use the inbox function to send people a message. You can email your contacts to ask them about potential opportunities, and you can also email people who are your second degree connections, i.e. your connections’ connections, so you can expand your network. Getting a premium LinkedIn account will allow you to send emails to anyone on LinkedIn, however this is an expensive option.

Finding Companies on LinkedIn

You can use the ‘Companies’ section of LinkedIn to find and search for companies that you might like to work for. You can type the name of the company into the search box if you know the company’s name already or you can search for companies according to industry, job role or location.

Many larger companies have a company profile on LinkedIn with a brief introduction to their company and recent articles. You can follow the company so that any updates or news they post on LinkedIn appear on your home page, which will help you to impress the employers at interview.

How Recruiters use LinkedIn

Recruiters use LinkedIn to:

• Post job adverts• Post jobs in groups and share them with their contacts• Headhunt potential candidates and inform them of new opportunities. They do this

by searching for people with certain skills or experience according to the job they are recruiting for. Often recruiters will have a premium account to send a message to anyone in the LinkedIn network.

How to Find Jobs on LinkedIn• Job adverts – these are usually posted by larger organisations. You can click on them to

find out more and apply either directly through LinkedIn or on the company’s website • You can search for jobs using the jobs function at the top of the home page. You can

search for jobs by job role, company, industry, location, experience etc. Premium members can find a greater range of jobs

• If you are a member of a group, you will usually find out about jobs posted in that group by others through the email updates

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• Through connections – recruiters may post jobs they are recruiting for which will appear on your news feed

• Through companies – companies you are following might post jobs on their organisation profile. These will appear in your news feed.

Using Recommendations and Referrals

If the job is listed directly on LinkedIn, you’ll see how you’re connected to the hiring manager and you can apply online and / or request a referral from a contact. If you request a referral, LinkedIn will provide you with a template you can use for your message. You can edit the message so it’s personalised.

Recommendations are also good to increase your chances of getting an interview and to increase your chances of being head hunted. Get your former boss and other people you have worked with in the past to write a short review about the work you have done and the skills that you possess. This can really help to make your profile stand out from the crowd.

Posting on LinkedIn

You can also post relevant and informative articles in your updates to show employers that you are knowledgeable in your area.

Other Things to Consider:• Tell recruiters how they can contact you by having an email address and links to other

social networks such as Twitter or your blog on your LinkedIn profile• Post content regularly related to your industry• Follow up on any opportunities that come through your contacts as quickly as possible• Check your profile monthly to make sure it is up to date.

Networking Opportunities on Facebook

While Facebook presents a minefield of over-sharing dangers, it also offers networking opportunities. However you must clean up your social media footprint to ensure that your Facebook profile is professional, and doesn’t contain personal details that you wouldn’t want to share with prospective employers.


Employers use Facebook to research potential employees and can use what they find as a reason not to hire people. Recruiters also use other social media to research candidates. Of the reasons stated not to hire people, drink and drugs use and saying bad things about previous employers and employees were the highest. On the other hand, employers found information that made them more likely to hire. It is therefore increasingly important to take control of your web presence and be careful what you post.

Building Your Personal Brand with Twitter

Quick and simple to use (with messages limited to 140 characters), Twitter can help you make connections, find vacancies and build a personal brand that will raise your profile.

Your bio should describe your career achievements and link to your LinkedIn profile or online CV, such as visual CV. While a few personal tweets are fine, keep it professional. Tweet about industry topics, share links and answer others’ questions. You don’t have to produce all the content - you just need to be seen as someone ‘in the know’ who is worth following.

Twitter is also a powerful tool for finding vacancies in real time by searching relevant hash tags.

YouTube

YouTube www.youtube.com is a great way to find advice and get insights into what it is like working at different companies. You may wish to tell people about yourself and what you can offer.

Instagram

In the creative industries Instagram feeds are to some extent now replacing CVs and portfolios. Successful Instagram portfolios may also include information on your activities outside work as well as traditional material. Creative directors now often use Instagram to vet candidates as they can get a taste of your personality as well as your artistic skills.

Blogs

They are another good way to get an insight into an organisation. To find useful blogs you can search online for the company and career area you are interested in.

Writing your own blog can demonstrate your skills, knowledge, enthusiasm and establish you as an authority in the field, putting you ahead of other candidates. Your blog should demonstrate your forward thinking, your passion for the industry and an insight into how you work.

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7 Job Search Action Plan

The job search action plan outlined below is based on advice obtained from people who, like you, have been seeking employment.

They have used one or all of the below to secure employment, so we know that these actions are effective at helping people find work.

Use the job search chart to keep track of your activity, develop a weekly Action Plan and make sure you stick to it. Jobs are out there for people who remain focused and keep trying.

Below is an example of what you could include if you don’t already have an Action Plan.

Day 1: Internet Job Search

You should be using at least five different job sites including specific sites for:

• Industry or occupation-specific • Region or location-specific • Generic job sites.

Include the Universal Jobmatch website www.gov.uk/jobsearch and type in ‘All jobs in ………’ (insert your area), this will generate a wide range of results that will allow you to search for that ‘interesting’ role.

You should register your CV with as many job boards as possible and set up email alerts to keep you posted on vacancies that meet your criteria as they come up.

Day 2: Networking and Job Searches

It is estimated that up to 70% of vacancies are not advertised, this is known as the hidden job market and there are 3 ways these vacancies are normally filled:

• Recruitment consultants • Direct approach • Previous applications.

Access the hidden job market by:


• Registering with as many local or industry specific recruitment agencies as possible as they all have their own client base

• Approaching agencies of all sizes to gain a good picture of the vacancies in your area.• Try to build a rapport with the consultants and don’t be afraid to keep in touch with them

on a regular basis – not to chase them, but just to keep you at the front of their mind. That way, if they have the right vacancy, they will know to call you first

• Calling everyone you know and ask them if they know of any vacancies.

How many people do you know including friends, family, ex-colleagues, school friends and team mates etc? More importantly, how many of these people know people who could help you? When you give them a call, ask them how they are doing, then get straight to the point “I am currently out of work and wondered if you knew of anyone who might have an opening?”

You may feel a little embarrassed by asking this, but most of the time people are happy to help out when asked, especially if you have a relationship with them already.

Ask yourself the question: “What is worse? The embarrassment or pain of asking for work or the pain of not having work?”

A phone call is the most powerful way to engage someone. For those of you who prefer online social networking (Facebook, LinkedIn etc), do this as well as phoning.

Day 3: Local Press

Check which day your local newspapers are available which include job listings and when these are circulated. The trick is to get in quick by obtaining a copy as early as possible, remember you are not the only person looking for work in your area so you could miss out on that ideal job as someone else got up earlier than you and sent their CV first.

If you see a vacancy that looks interesting, tailor your CV to the job specification and send it out as soon as possible, it is vital to take action in a timely manner. The longer you think about it, the longer you have to convince yourself the job is not for you; leave that decision until after the interview when you have all the facts.

An even stronger approach is to pick up the phone and contact the employer directly (unless instructed not to). As long as they are not too busy, they would normally have the time to discuss the vacancy in more detail and the conversation (if all goes well) can lead to an offer of interview. Don’t be afraid to ask for the opportunity of an interview, employers value enthusiasm (although do NOT hassle the employer).

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Day 4: Visit Local Businesses Visiting local businesses is probably the most difficult of your tasks but can be incredibly effective if executed in the correct manner. The more times you attempt it, the more effective and confident you become. It is a very effective way to stand out from your competitors.

• Take copies of your CV in envelopes or plastic files. Walk into reception, state the reason for your visit and ask who the best person to see would be. The response will vary, some will take your CV and promise to pass it on, and some will see if the right person is available to meet with you

• Dress smartly. Treat it as if it is an interview situation – first impressions last• Try to be relaxed; it’s not the end of the world if they do not employ you this time, they

may consider you the next time they have vacancies • Know what you are going to say in advance. Be aware that the person you are visiting is

at work and may not have more than a minute to speak to you, so keep it short, straight to the point, but polite and remember to smile

• If they do not have any current vacancies ask them to keep a copy of your CV for the future; somebody might leave that business next week.

Day 5: Review Your Effort for the Week

What will you do differently within the structure of your days next week? This could be:

• Visiting different websites• Joining a new network, a new club, activity, online or offline• Getting hold of some contacts who were unavailable last week• Considering roles that you might not have thought of before. Can they offer you anything

different?• Be a volunteer. Which business could you volunteer for? It doesn’t have to be just for

charities it could be a commercial organisation that will offer you a reference if you volunteer for a number of weeks. It is also an opportunity to learn new skills on the job which could increase your employability e.g. PC skills, cash handling etc.

There are so many things you can do and then do differently later on.

To find work effectively it is important to make a plan and stick to it, evaluate your plan regularly and adjust those things that is not working. It sounds easy but takes diligence.

Keep going and stay positive, you are a capable person who has a lot to offer.

Complete the job search action plan in your workbook


8 Interview Advice

Interviews are a crucial part of the recruitment process for most organisations. Their purpose is to give the employer a chance to assess you, and for you to demonstrate your ability and personality.

Preparation

Preparation is the key part of any interview process, and yet many people fail to commit enough time to this activity. Good preparation will help you better manage any nerves once the interview is underway – you only have one chance to make a good impression.

Research the company before your interview. Visit your local library to access company directories and annual reports. Use the Internet to check if the company has a website.

Before the interview takes place, find out:

• How long will the interview last?• Are there any practical exercises?• Are there any selection methods being used?• Do I need to bring anything with me?

Be sensible. When attending an interview, always let a friend or family member know:

• Where you are going• Who you are meeting• What time you are meeting them• How long you should be.

Where is the Interview?• Know how to get to the venue, know how long the journey takes, copy maps, timetables,

etc.• Check for known disruptions to the route (e.g. road works)• Leave adequate journey time• Aim to arrive, ideally, at least 10 minutes before your interview• If you have a disability, check your physical access to the premises – call the employer to

discuss additional support requirements.

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What to Take• The interview letter• A map of the area and directions to the interview• Two or three copies of your CV• A list of questions you might like to ask• Sufficient money for the return journey• A fully charged mobile phone if you have one – but make sure you switch it off before

your interview• The contact number of the person you will be meeting, in case you get detained on the

way and need to phone and notify them• A pen / pencil and small writing pad• Notes / research about the company• Reference letters if you have any.

What to Wear

Below are some suggestions:

• Plan at least two or three days in advance of the interview• Have impeccable standards of hygiene; do not use overpowering deodorants,

aftershaves, etc.• Hair should be neatly styled – if you are going to wear make up keep it subtle• Avoid inappropriate jewellery – less is more• Dress appropriately (gimmicky socks and ties should be avoided). A rule of thumb is to

dress one or two levels above what you would wear to work on a day-to-day basis• Depending on the job you are applying for don’t feel that you have to wear a suit – being

clean, tidy and presentable will create just as favourable an impression.

If unsure please ask your TCHC Adviser.

The Actual Interview

The fact that you have been asked to attend an interview is a positive sign. It shows that the employer is already impressed with what you have said. The next step is to show them that you are every bit as good as your application suggests.

First impressions are very important – an employer will form a judgment about you within the first few minutes of meeting you.


Research shows 55% is visual impact, 38% is tone of voice and 7% is based upon what has been said.

The Greeting: Don’t initiate a handshake wait for the interviewer to initiate. Once the interviewer has initiated the handshake provide a firm (not overpowering or limp) handshake. Be careful that your palms are not overly sweaty or ice cold you want to appear welcoming and calm.

How to Sit: Try not to invade the interviewer’s personal space at any time during the interview, keep a safe distance of about 30 inches (76 cm). Wait for the interviewer to motion you to your seat or ask where you can sit as you don’t want to accidently sit in the interviewer’s seat. Sit reasonably upright, do not slouch or sit too far back – this can create the impression you are being far too casual.

Do not cross your arms; you can come across as a defensive person. Moderate hand gestures are acceptable, but try not to hold an entire conversation with your hands.

Eye Contact: Good eye contact is essential. Looking downwards may make it look as though you are disinterested or insincere.

If more than one person is interviewing you, focus on the person who has asked the question, with the occasional glance to their associate(s).

Listen: When being interviewed it is paramount that you listen closely to the information being given and questions being asked.

• For example: the employer may ask you to demonstrate how you have dealt with a difficult circumstance or specific target.

Answering: Don’t talk too fast – this is often difficult when you are nervous, but it becomes easier if you take a deep breath before answering. It is suggested that you take approximately three to five seconds to digest and review your answer.

• Keep your answers concise, and rehearse your answers as part of your interview preparation

• Ask the interviewer to rephrase the question if you don’t understand what they have asked

• Give examples of previous experience• Be yourself and be honest.

Talk about yourself positively and enthusiastically:• Learn all of your achievements. If you have worked in a target-driven role, remember

numbers• Sharpen your style so that, in a few well-chosen words, you are able to demonstrate your

ability to communicate effectively.

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Know Your CV: As you have so little time to sell yourself, you must know your own CV inside-out.

Knowing your CV is similar to a marketing person becoming familiar with the product they are trying to sell – you are the product.

Asking Questions: Before the interview prepare a number of questions and have them ready to ask at the interview. These should be chosen to:

• Provide you with more information about the organisation you have applied to, the people you will be working with and the department / section you will be working in

• Show that you are enthusiastic about working for their organisation.

Here are some suggested questions:

• How many people are employed in this section / department?• Where does this job / section / department fit into the organisation structure?• Who would I be responsible to and what would my objectives be?• What are the most important things you’d like to see me accomplish in the first 30, 60, 90

days of employment?• Is the company expanding, offering new products or services, developing new markets?• Does the company operate only within this region, within the UK, or in Europe, the world?• Can you explain the culture to me, with examples of how the company upholds it?• What do you like most about this company?• Can you give me examples of collaboration within the company?

Questions you should never ask in an interview includes things such as:

• Any questions related to salary or benefits. This should only be discussed during the offer stage

• Any questions that start with why. People can often get defensive, when a question is structured starting with why

• Who is your competition? This could indicate that you did no research about the company

• How often do reviews occur? This type of question can be interpreted negatively• May I arrive early or leave late as long as I get my hours in? It’s best not to make it all

about you. You’re attempting to sell yourself and what you can bring to the table• Can I work from home? The interview is not the place to ask for favours, leave this

question for once you’ve proven yourself in the company• How soon do you promote employees? This question can make you look very arrogant• Do I get my own office? Again this can demonstrate arrogance• Will you monitor my social networking profiles? The first thought that will come to mind is


whether you’ve got something to hide or if you’ll cause embarrassment to the company. Rather avoid this discussion all together.

General Conduct: Whilst you are in your interview there are several factors which need to be considered, these being:

• Self introduction• Eye contact• Avoiding nervous mannerisms • Being aware of facial expressions• Asking for repeated or more detailed questions / instructions• Answering questions in full• Good listening skills

The purpose of your efforts in analysing the job market is to obtain an interview. Whilst some people find interviews easier than others, it is perfectly possible for you to learn interview skills.

Your objective is to learn how to present yourself in the best possible light at any interview.

Interview Formats

Formats can vary, as can how many times an employer will want to interview you.

Chronological: These work through your life to date, and are usually based upon your CV or application form.

Competency-Based: These are structured to reflect the competencies that the employer is seeking for a particular job. You will be required to answer scenario questions.

Technical: If you have applied for a job that requires technical knowledge (e.g. engineering positions), it is likely, at some stage, you will be asked technical questions to test the level of your knowledge, or be given a practical test.

Interview Types

One-to-One: Interviewed by one person, usually based around the application paperwork.

Panel: Interviewed by a group of people, each asking questions in turn, some simply observing and taking notes.

• Firm handshakes• Waiting to be asked to sit down• Speaking clearly / accurately• Ensuring you do not slouch• Ensuring your mobile phone is turned

off.

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Round Robin: Short interviews with different people, like one-to-one, but usually focusing on different areas, e.g. you, your technical knowledge, etc.

Group: Where you are observed interacting with other applicants in group discussions, role-plays or simulations, teamwork exercises, etc.

Telephone: This is where you may be pre-screened prior to a face-to-face interview and this may also involve a computerised system for pre-selection.

Teleconference / Skype: This type of interview is most often used for long distance or international recruitment.

Effectively Answering Questions

When answering competency based questions we advise that you use the STAR technique:

• Situation: Describe the situation • Task or Target: What was the goal or objective • Action: What you did• Result: What happened using specifics and measurements.

To frame a STAR technique answer, you first answer the interviewers question by saying yes in some appropriate way, and then asking “Can I give you an example” or words to this effect.

It’s a courteous way of building a friendly two way conversation, and will disarm even the most confrontational of interviewers.

If the question is a complex one you can even build your STAR interview method answer around any props you may have, for example, by drawing a simple diagram to explain your point.

You must not go overboard on answering all questions in such detail, but if you pick your moments, you can build beautiful answers to tough questions that, the interviewer will remember long after you’ve left the building.

How to create a STAR Technique Story

A STAR story should be less than three minutes long, and presented with energy and enthusiasm about a real life experience you’ve had (not necessarily a work experience, as long as it demonstrates a relevant competency or behaviour).

STAR Technique example story:


Question: Describe the last time you really struggled with work, and what you did about it?

Let’s build a STAR techniques story answer

Situation: ‘I was seconded across to join a new team within customer care, supporting a newly released accounting product; I had never been trained on the product and it had many problems, resulting in our client care statistics falling well below an acceptable level.’

Task: ‘Regaining customer care levels was absolutely critical to our company; the new product was a flagship package, with much investment and media attention. Failure to turn around customer care could seriously have led to the failure of the whole company.’

Action: ‘My first day on the team was a terrible day. With no product training, I could only log calls, reassure customers that I would come back to them, and refer the questions on to our second level technical support team. I normally resolve 86% of my calls, without the need to refer onwards, but with no knowledge of the product I only resolved 11% of my calls. However through choosing to stay late and start early, I worked with second level support to build a fast level of basic “fixes”, and fared much better on my second day, resolving 60% of calls first time.

‘I am really proud to say that my keen attention to detail, and ability to spot trends within fault reporting enabled me to spot the link between the product start up process and a resulting flurry of fault calls. I advised our training department who implemented a customer wide training update, that resulted in calls dropping by 60%, and critically of the calls that did come through, we managed to smash our care targets, gaining great client recommendations, and priceless favourable media coverage.’

Result: ‘By spotting the bug in the start up process, and quickly releasing the work around, the launch was a huge success, with customer care thresholds eventually smashed, and with priceless customer recommendations that are now contributing to the product selling at 7% above forecast!

‘And when I’m put in charge of my first team, I will know to never launch a new product without the appropriate trained support resources!’

You need to practice your answers out loud, to ensure it’s continuity and that you don’t go far over three minutes.

The powerful thing about wrapping your STAR format achievements into the example story format, is that it will not come across as arrogant, you can subtly slip in all your key messages and personality, and because it’s in a story your interviewer will remember more of your information.

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Possible Interview Questions

Below is a list of possible interview questions, practice your answers using the STAR technique where appropriate.

• What gave you the most satisfaction in your last job?• What has been the biggest problem you have had to overcome (personal or work)?• What kind of person are you really?• How have you successfully worked with difficult colleagues?• What qualities do you like to see in someone to whom you report?• What has been your biggest failure or disappointment so far?• What have you learned from being in your last job?• How well do you fit into a team?• What contribution do you make to a team?• How do you behave when working to a strict deadline?• Are you computer literate? If so, to what standard?• What newspapers do you read and why?• How would your former boss describe you?• What was the last thing that made you really annoyed?• What has been the most rewarding assignment you have ever tackled and why?• Is there a question you fear being asked? If so, what is it?• What do you know about this company?• Why do you want to work for this company / why should we employ you?• What aspects of the advertisement attracted you to this job?• Did you feel your previous salary was proportionate to your capabilities?

Top Interview Tips for Answering Questions

There are some common interview questions and you should prepare your answers before-hand. The main thing to remember when responding to interview questions is to keep your answers brief and to the point. If you are faced with a difficult and challenging question, make sure you stay calm, don’t get defensive, and take a moment to think about your response before you answer, don’t feel the need to just say whatever comes to mind. If there is an awkward silence it is ok to pause for thought!

Remember, the responses below are only suggestions. Try to personalise your response as much as possible so that you are comfortable and it sounds like your own answers rather than something you have pulled off the internet.

Question: Tell me about yourself.

Answer: Identify some of your main attributes and skills and memorise them. Describe your


qualifications, career history and range of skills, emphasising those particular skills relevant to the job on offer.

Question: What have your achievements been to date?

Answer: Select an achievement that is work-related and fairly recent if possible. Identify the skills you used in this achievement and quantify the benefit it had to the company. For example, “My greatest achievement has been to design and implement a new customer sales ledger system, bringing it in ahead of time and improving our debtors’ position significantly, saving the company £35,000 a month in interest”.

Question: Are you happy with your career-to-date?

Answer: This question is really asking about your self-esteem, confidence and career aspirations. The answer must be a positive ‘yes’, followed by a brief explanation as to what it is about your career so far that makes you happy.

Question: What is the most difficult / demanding situation you have had to face and how did you tackle it?

Answer: The purpose of this question is to find out what your explanation of difficult is and whether you can show a logical approach to problem solving. In order to show yourself in a positive light, select a difficult / demanding work situation which was not caused by you and which can be quickly explained in a small amount of time preferable a few sentences. Explain how you defined the problem, what the options were, why you selected the option you chose and what the outcome was. Always end on a positive note.

Question: What do you like about your present job?

Answer: This is a straightforward question. All you have to do is make sure that your ‘likes’ correspond to the skills required for the job on offer. Be enthusiastic; describe your job as interesting and diverse but do not overdo it - after all, you are looking to leave.

Question: What do you dislike about your present job?

Answer: Be very cautious with this answer. Do not be too specific as you may draw attention to weaknesses and negativities that will leave you open to further problems. A suggested approach is to choose a characteristic of your present company, maybe its size or slow decision-making processes etc. Explain your answer with the air of someone who takes problems and frustrations in your stride as part of the job.

Question: What are your strengths?

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Answer: This is one question that you probably will get so there is no excuse for being unprepared. Concentrate on discussing your key strengths. List two or three of these skills e.g. your ability to learn quickly, determination to succeed, positive attitude, your ability to relate to people and achieve a common goal. You may be asked to give examples of the above so be prepared.

Question: What is your greatest weakness?

Answer: Never say you don’t have any weaknesses, nobody is perfect. You have two options - use a professed weakness such as a lack of experience in the sector (not ability) on your part in an area that is not vital for the job. The second option is to describe a personal or professional weakness that could also be turned into or seen as a strength and the steps you have taken to combat it. An example would be: “I know my team think I’m too demanding at times - I tend to drive them very hard but I’m getting much better at using the carrot and not the stick”.

Question: Why do you want to leave your current employer?

Answer: State how you are looking for a new career challenge, more responsibility, experience and a change of environment. Never be negative in your reasons for leaving. It is rarely appropriate to mention salary as your primary motivator.

Question: Why have you applied for this particular job?

Answer: The employer is looking for evidence that the job suits you, fits in with your aptitudes, values and coincides with your long-term goals and involves doing things you enjoy. Make sure you have a thorough understanding of the role and the organisation, and describe the attributes of the organisation that interest you most.

Other common interview questions to consider:

• How does your job fit in to your department and company? • What do you enjoy about this industry? • Give an example of when you have worked under pressure?• What kinds of people do you like working with? • Give me an example of when your work was criticised?• Give me an example of when you have felt anger at work. How did you cope and did you

still perform a good job? • What kind of people do you find it difficult to work with? • Give me an example of when you have had to face a conflict of interest at work?• Tell me about the last time you disagreed with your boss?• Give me an example of when you haven’t got on with others?• Do you prefer to work alone or in a group? Why? • This organisation is very different to your current employer - how do you think you are


going to fit in? • What are you looking for in a company? • How do you measure your own performance? • What kind of pressures have you encountered at work? • Are you a self-starter? Give me examples to demonstrate this? • What changes in the workplace have caused you difficulty and why? • How do you feel about working long hours and / or weekends? • Give me an example of when you have been out of your depth?• What have you failed to achieve to date? • What can you bring to this organisation?

Positive Signs at the Interview• Introduces you to the team or others within the business• Takes time to answer your questions• Sells you the position• Asks when you are available to start• Discusses your salary• Asks for references.

After the Interview

Thank the interviewer for their time and consideration and ask when you may be likely to hear whether you have been successful or not. Always ask for feedback in the event that you are unsuccessful. At worst the company / interviewer will say no, and at best you will receive constructive criticism

Send a thank you letter or email to the interviewer once you get home, as some employers use this as a sifting technique.

Be Positive

Although there is convincing evidence that your job search will have the desired outcome, it can be tough if you are not offered the perfect job early on in your job search activity.

Recognising your negative feelings means that you can adapt and understand them and, more importantly, not let them spiral out of control. Talk to friends, family members, and your employment adviser if you have one.

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Organise your time and activities, perhaps volunteer with a local community club to keep you active and help to bridge the gap between the skills you have and those you might need to get that all-important job.

Set short and long-term goals, but remember to keep them SMART:

• Specific• Measurable• Achievable• Realistic• Time-bound.


For further tips and advice on finding work please visit us:

www.facebook.com/gethired101

www.twitter.com/tchc_east

www.tchc.net

Useful job search links:www.gov.uk/jobsearch

www.reed.co.ukwww.totaljobs.com

www.jobs.nhs.ukjobs.theguardian.com

www.monster.co.ukwww.everyjobsite.co.uk

www.jobsite.co.ukwww.fish4.co.uk

www.cv-library.co.ukwww.indeed.co.uk

www.simplyhired.co.uk

TCHC - 2nd Floor Gresham House, 53 Clarendon Road, Watford, WD17 1LAwww.tchc.net - 01923 698 430

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