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Small Talk: Did you have a hard time finding the office?

(or: getting here) or: Did you manage to find us OK? How did you get ( come) here? Did you have any !ro"lems with the traffic? (or: on #uni$on %&'T)? ( ho!e you didn)t get too wet on your way here* The weather)s "een "eautiful (or: hot$cold)+ hasn)t it? Oh+ you)re from (your country)* ( went there on vacation a few years "ack* ( loved it* or: (t)s "eautiful there* ( see from your resume that you went to school in (name of your hometown)* ()ve never had a chance to go there* ,hat)s it like?

(-ohn is a friend of yours who recommended you to the interviewer*) -ohn says you)re .uite a soccer fan*
How do you like it here? (How do you like San /rancisco?) ( see from your resume that you)re "ilingual in "oth #andarin and 0antonese* (S!anish and 1ortuguese2) ( took two semesters of #andarin in college* (t was a killer3 ( very difficult) So+ are you feeling a "it nervous? 1lease come in* 45cuse the condition of our office* ,e)ve "een doing some remodeling*

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6* ,hat !osition are you a!!lying for? Say: Im applying for !e """"" po#i ion.

7* ,hat 8o"s have you had (or: held)? Say: I worked as a ... in a for

9* ,hat are your strengths? S a e yo$r fo$r # reng !# and gi%e e&ample# of eac!.

:* Tell me a"out an accom!lishment you are !roud of*

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;* Tell #e &"out <ourself*


There are a =illion ways to answer this .uestion* Here are some !ossi"le things to discuss:

'o( long !a%e yo$ )een in San *ranci#co+ Say: I%e )een in San *ranci#co for ,6 mon !#- 2 year#. I%e )een in San *ranci#co #ince 2006. /!y did yo$ came o !e 0.S.+ Some ime# !e in er%ie(er mig! #ay- 1So- (!a )ring# yo$ o San *ranci#co+2 'ere are #ome !ing# 3merican# li4e o !ear- e%en if !ey may no really )e r$e for yo$: I came !ere for more freedom. I came !ere )eca$#e !e economy (a#n good in my co$n ry. I came !ere for a c!ance o ge a good 5o) and ma4e a )e er life for my family. /!ere did yo$ find o$ ,6learned. a)o$ !e opening+ Say: I #a( yo$r ad in , !e San Francisco Chronicle.. I #a( yo$r ad on , !e In erne - on craig#li# .org7.. I fo$nd o$ a)o$ !e opening from ,or: !ro$g!. my friend 8o) /in er#. I fo$nd o$ a)o$ !e opening from ,or: !ro$g!. !e 9alifornia :mploymen ;e%elopmen ;epar men . /!y do yo$ !in4 !i# (o$ld )e a good 5o) for yo$+ ,6/!y do yo$ (an !i# 5o)+ /!en yo$ learned a)o$ !i# 5o)- (!y (ere yo$ in ere# ed+. ;ecide (!a !e mo# impor an d$ ie#/<$alifica ion# are for !e 5o). T!en #ay: 1I !o$g! !i# (a# a good 5o) for me )eca$#e I !a%e a lo of e&perience72 doing acco$n ing/)oo44eeping (or4ing a# a #ecre ary doing #ale# (or4ing a# a #ale# cler4 !andling 7 T!en #ay: 7So Im %ery e&ci ed o )e !ere.2

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>* How did you find out a"out our o!ening? ,here did you hear a"out our !osition? Tell !e in er%ie(er (!ere yo$ fo$nd o$ ,6learned. a)o$ !e opening. Say: I #a( yo$r ad in , !e San Francisco Chronicle.. I #a( yo$r ad on , !e In erne - on craig#li# .org7.. I fo$nd o$ a)o$ !e opening from ,or: !ro$g!. my friend 8o) /in er#. I fo$nd o$ a)o$ !e opening from ,or: !ro$g!. !e 9alifornia :mploymen ;e%elopmen ;epar men .

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?* ,hat Skills Do <ou Have? Start with the skills you learned in the Office Training Program: I can $#e =S /ord- :&cel- 3cce##- and >o(er>oin . I can ype "" (ord# per min$ e. ,If yo$r yping i# #lo(er !an 40 (pm- don #ay !e #peed.. I can opera e a 10?4ey adding mac!ine a 12-000 # ro4e# per !o$r. I can file. I can an#(er !e p!one and a4e me##age#. I can (ri e )$#ine## le er#. I am familiar (i ! )$#ine## %oca)$lary. Next, say anything else that is in the skills section of your resume: I can do payroll. I can do #ale#. I !a%e #$per%i#ory e&perience. I !a%e e&perience (or4ing in a c$# omer #er%ice depar men . @* ,hy should we hire you?
,hat assets ( ,, bazas, valores) would you "ring to this 8o"? ,hat skills+ e5!erience+ and strengths would you "ring to this !osition? ,hat are your .ualifications?

Tal4 a)o$ yo$r: ed$ca ion: I have a degree in I have a certificate in #4ill#: # reng !#: I can use/do/speak I am and . e&perience: I worked as a ... in a for *ini#! )y #aying: And with this com ination of strengths! I think I can do an e"cellent #o for your company.

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A* &re you looking for a !ermanent !osition or a tem!orary one? Im loo4ing for a permanen po#i ion- )$ Ill accep a emporary one. I really (an o (or4 !ere. 3 emporary (o$ld !elp me learn more a)o$ !e company and !elp me ge my foo in !e door. 3 permanen po#i ion mig! open $p do(n !e road ,6in !e f$ $re. and I co$ld apply for i . 6B* ,hat are your !lans for the future?
,here do you see yourself in five years? How long would you stay with us?

,@emem)er- yo$re applying for a clerical 5o)A. If I ge !i# po#i ion- I (o$ld li4e o: o # ay (i ! !e company o (or4 my (ay $p in !e company- if po##i)le o accep more re#pon#i)ili y and c!allenge 66* ,hy did you leave your !revious !osition? To immigra e o !e 0.S. To # ar /find a 5o) (i ! more c!allenge/re#pon#i)ili y. 67* ,ere you fired? Did you get fired? If yo$ ;I; ge fired- #ay: 3c $ally- ye#. =y #$per%i#or and I !ad %ery differen per#onali ie#. I !a%e no !ard feeling# a all- and Im eager o mo%e on and accep ne( c!allenge#. ,6diffic$l a#4#B !ing# !a e# yo$r a)ili y. 69* ,hat did you think of your old "oss? Im !an4f$l o !er/!im. I learned a lo in !a po#i ion- and Im eager o mo%e on o a po#i ion (i ! more c!allenge and re#pon#i)ili y.

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6:* ,hat (s <our Createst ,eakness?


Do: $alk a out something you couldn%t do in the past! and say what you have done

to learn or improve that skill. I li4e (or4ing (i ! n$m)er#- )$ I didnC 4no( !o( o $#e an adding mac!ine- #o I oo4 a 10?4ey cla##- and no( I can do 12-000 # ro4e# per !o$r. I didnC $#e o 4no( m$c! a)o$ 3merican )$#ine## c$l $re- )$ I oo4 , or: I am a4ing. a comm$nica ion co$r#e- and I learned , or: I am learning. a lo a)o$ c$# om# !a are differen !ere from c$# om# in , your country.. I didn $#e o 4no( m$c! a)o$ 3merican )$#ine## lang$age- #o I oo4 , or: I am a4ing. a cla## and I learned ,or: I am learning. a lo of ne( %oca)$lary and !o( o (ri e )$#ine## le er#. I didnC $#e o 4no( many idiom#- )$ I oo4 , or: I am a4ing. a cla## and I learned ,or: I am learning. a lo of ne( e&pre##ion# !a people $#e in e%eryday #pea4ing. Do( I $nder# and m$c! )e er.
Don)t: &on%t talk a out a skill that is important to the #o you are applying for.

*or e&ample- if yo$ are applying for a 5o) a# a ypi# - donC #ay !a yping i# a pro)lem for yo$??e%en if yo$ !a%e impro%ed yo$r yping #peed. Tal4 a)o$ #ome !ing !a i#n a nece##ary par of !e 5o). If yo$ are applying for a 5o) a# a recep ioni# - don #ay !a li# ening i# yo$r (ea4ne##- )eca$#e recep ioni# # m$# )e a)le o li# en o and $nder# and people on !e p!one and people (!o come in o !e office.
'eally don)t: &on%t say that 'nglish is your greatest weakness. If your 'nglish isn(t

good! they will notice. If yo$r :ngli#! i# a pro)lem- !e in er%ie(er may le yo$ 4no( #!e i# concerned a)o$ i . 'o(e%er- yo$ m$# only #ay po#i i%e !ing# a)o$ yo$r#elf: Interviewer: T!i# i# a )$#y fron de#4. T!e per#on in !i# 5o) !a# o al4 o people a lo . ;o yo$ really !in4 yo$ can !andle i + )ou: Im a4ing an :ngli#! cla## rig! no(- and I plan o con in$e # $dying. =y :ngli#! i# ge ing )e er and )e er all !e ime- and Im confiden I can do !e 5o).

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6;* ,hat salary did you have in mind?


How much do you e5!ect to get !aid? ( How much money do you want?)

3%oid # a ing !o( m$c! yo$ (an rig! a(ay. *ir# - a#4: /!a i# yo$r normal #alary range for !e po#i ion+ E !er $#ef$l p!ra#e#: *rom my re#earc! ,on !e In erne and in !e ne(#paper.- I%e #een !a !i# 5o) $#$ally pay# in !e F"" o F"" an !o$r ,or: a year. range. /!ere do yo$ #ee yo$r#elf in !a range+ ,6:&ac ly !o( m$c! do yo$ (an +. I #ee my#elf in !e F"" range. or: I #ee my#elf in !e $pper par of !a range. T!en- read yo$r in er%ie(er# face. If !er face ell# yo$ #!e !in4# yo$ (an oo m$c!- #ay: 8$ I (an yo$ o 4no( !a Im %ery in ere# ed in !e po#i ion- and I (ill con#ider any rea#ona)le offer. /e can al4 more a)o$ !a af er I 4no( more a)o$ !e po#i ion. 6>* Do you !refer to work with others or alone? If !e 5o) re<$ire# yo$ o (or4 (i ! a gro$p- #ay: I can (or4 )o ! (ay#. Im fle&i)le. 'o(e%er- (or4ing (i ! a gro$p can )e $#ef$l )eca$#e yo$ can ge more done. If yo$ are applying for a 5o) !a re<$ire# yo$ o (or4 alone- #ay: I can (or4 )o ! (ay#. Im fle&i)le. /or4ing alone i# no a pro)lem for me. ICm a #elf?# ar er. ,6I don need a lo of #$per%i#ion. If #ome !ing need# o )e done- I do i . I don (ai $n il #omeone ell# me o do i ..

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6?* How do you feel a"out working in stressful situations? Descri"e a situation where you had to work under !ressure* Say: >re##$re !a# ne%er )een a pro)lem for me. Gi%e e&ample# of # re##f$l #i $a ion# !a yo$ !andled (ell and remained calm: *or e&ample- in my la# po#i ion- I !ad o m$l i? a#4- an#(er )$#y p!one#- ac a# a recep ioni# - and do !ea%y yping- and I al(ay# remained calm. If yo$re concerned a)o$ !e # re##- a#4 for more info: >er!ap# yo$ co$ld ell me (!a 4ind of pre##$re yo$ mean. 6@* (s your 4nglish good enough for this !osition?
()m a little worried a"out your 4nglish* ()m concerned a"out your communication skills*

If !e in er%ie(er e&pre##e# !er do$) !a yo$ can !andle dealing (i ! !e p$)lic a lo or an#(ering !e p!one- #ay: E)%io$#ly- :ngli#! i#nC my fir# lang$age- )$ my :ngli#! 5$# 4eep# ge ing )e er and )e er. I cer ainly plan o con in$e a4ing cla##e#- and ICm confiden !a I can do !e 5o) %ery (ell. 6A* ,hat kind of manager you would like to work for?
,hat do you e5!ect from your "oss?

Dame 2 # reng !# and (!y yo$ !in4 i # good o )e !a (ay. *or e&ample: I (o$ld li4e o (or4 for #omeone (!o i#7 ,a good li# ener )eca$#e employee# of en !a%e lo # of good idea#- and of en !ere i# more !an one (ay o do !ing#.. *lease think of your own e"ample+ If yo$ #ay !i# and !e per#on )efore yo$ #aid !e #ame !ing- yo$ may )e em)arra##ed.

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7B* ,hat do$did you like the most a"out your current$last !osition?
,hat kind of work do you like to do? ,hat was your favorite duty in your last !osition? ,hich as!ect of your last 8o" a!!ealed to you the most?

*or eac! 5o) yo$%e !ad- #ay: /!en I (a# a ,5o) i le.- I en5oyed ,"""ing.- and I (a# good a """ing. :&ample:
/!en I (a# a cler4- I en5oyed working under pressure. /!ene%er !ere (a# a r$#!- I co$ld 4eep my cool and do !e 5o) %ery <$ic4ly. I (a# good a working with details. 8efore deli%ering prod$c # o !e c$# omer#- (e al(ay# needed o c!ec4 !em %ery caref$lly and my )o## #aid !e co$ld co$n on me o do !i# (ell.

Try o c!oo#e d$ ie# !a are par of !e 5o) yo$ are applying for.

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76* ,hat do (did) you like the least a"out your current (last) !osition?
,hat kind of work don)t you like to do? (or: do you dislike) ,hat was your least favorite duty in your last !osition? ,hich as!ect of your last 8o" a!!ealed to you the least?

Say !e 5o) yo$ !a%e or !ad: En my la# 5o)- I (or4ed a# an office cler4. Say !a yo$ li4e,d. almo# e%ery !ing: 3c $ally- I li4ed doing almo# e%ery !ing. T!en al4 a)o$ an $nimpor an par of !e 5o) - may)e #ome !ing mono ono$# ,,. or repe i i%e , - , repe idor.. 8$ once I !ad o # $ff and #eal en%elope# all day for a (!ole (ee4. Say yo$ don mind !a par ic$lar ac i%i y. T!en #ay !o( yo$ (o$ld ma4e !e a#4 )e er. I don mind # $ffing en%elope#- )$ I (o$ld !a%e preferred o mi& in #ome o !er (or4- may)e a li le yping or comp$ er (or4. Dnsafe &nswers: ;on c!oo#e an impor an par of !e 5o) yo$ !ad or !e 5o) yo$ are in er%ie(ing for. If yo$ (ere a ypi# - don #ay yo$ didn li4e yping. If yo$re applying for a 5o) a# a ca#!ier- don #ay yo$ don li4e !andling money.
HonestE"ut not goodEanswers* They tell too much and they may raise concerns in the interviewer)s mind ( make the interviewer worry a"out something):

1. In my la# 5o)- I (a# a ca#!ier. 3c $ally- I li4ed doing e%ery !ing- )$ #ome ime# I !ad impoli e c$# omer#. I ried o )e nice (i ! e%eryone )eca$#e i (a# my 5o)- )$ #ome ime# i (a# diffic$l . Interviewer thinks: So- if people are impoli e o !er- may)e #!e# no good (i ! !e p$)lic. 2. ;$ring my #!if - I !ad o (ear an $gly $niform and d$ring !e #$mmer i (a# %ery $ncomfor a)le. Interviewer thinks: S!e# a complainer. 3. I li4ed o an#(er !e p!one call# and a4e order# )eca$#e i (a# #$c! good :ngli#! prac ice. 8$ #ome ime# I fel fr$# ra ed. I co$ldn $nder# and :ngli#! %ery (ell and #ome c$# omer# (eren %ery pa ien (i ! me. Interviewer thinks: =ay)e !er :ngli#! # ill i#n good eno$g!.
Cood &nswers:

:&ample 3: I $#ed o (or4 a# an a##i# an fa#!ion de#igner. 3c $ally- I li4ed doing almo# e%ery !ing on my 5o)- )$ once I !ad o c$ fa)ric #ample# all day for a (!ole (ee4. I donC mind c$ ing fa)ric- )$ I prefer a li le %arie y- may)e al4ing on !e p!one (i ! clien #- (or4ing on #pecific#- #$c! a# ma erial- or #!ipmen da e#- or co# . T!o#e are !ing# ICm %ery good a - oo. :&ample 8: Im a (ai re##. I li4e almo# e%ery !ing a)o$ my 5o). 8$ #ome ime# (!en !ey deli%er #$pplie#- I !a%e o lif a lo of !ea%y )o&e#. I don mind lif ing a fe( !ing#- )$ ICm no c$ o$ for $nloading a r$c4A ,6T!a 4ind of (or4 i#nC good for me. T!a 4ind of (or4 doe#nC #$i me (ell.. :&ample 9: @ig! no( Im an a##i# an in !e li)rary. 3c $ally- I li4e doing e%ery !ing. 8$ I don li4e era#ing # $den # pencil mar4# from )oo4#. /e #!o$ld apprecia e and 4eep p$)lic proper y in good condi ion #o i (ill la# for a long ime. 3# I am era#ing !e pencil mar4#- I !in4 a)o$ !o( o enco$rage pa ron# o )e more co$r eo$# #o I can $#e my ime o do more $#ef$l (or4 in !e li)rary. So e%ery ime I c!ec4 o$ a )oo4 no(- I a#4 people no o ma4e any mar4# in !e )oo4#. 3nd I%e go en a %ery good re#pon#eB !ere really are fe(er pencil mar4# in !e )oo4# !e#e day#. :&ample ;: In my la# 5o)- I (or4ed a# a )$##er. I li4ed doing almo# e%ery !ing on my 5o)- )$ #ome ime# (!en I (or4ed o%er ime- I (a# on my fee for 10 !o$r# # raig! . =y fee go %ery ired. I

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don mind )eing on my fee - )$ I needed o remem)er o a4e a )rea4. I !elped me do my 5o) )e er.

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77* Descri"e a !ro"lem (disagreement+ argument) you had with a coFworker$colleague and how you dealt with (handled) it*
Or: How do a!!roach resolving conflict?

Say: I don $#$ally !a%e pro)lem# (i ! my co?(or4er#- and I ge along (ell (i ! e%eryone. 8$ - if had that kind of pro!lem, would: 1. 7cool do(n )efore I #po4e o anyone. T!ere# no place for a emper , mal genio. a (or4. >eople can #ay !ing# !ey don mean (!en !eyre mad. 2. 7fir# al4 direc ly o !e per#on I !ad a pro)lem (i !- no !i# )o##. 3. 7)e !one# )$ a# ac f$l a# po##i)le. 4. 7 li# en caref$lly. 5. 74eep al4ing if (e didn #ol%e !e pro)lem. I (o$ldn # op comm$nica ing. 6. 7remem)er !a (e !a%e o #ee eac! o !er e%ery day. 8ad rela ion# can affec prod$c i%i y. , , .. 3l#o- yo$ ne%er 4no( (!o may need o !elp yo$.

79* Tell me a"out a time that a customer$client got angry and how you dealt with it*
Descri"e a situation in which you had to work with difficult !eo!le or challenging !ersonalities*
to defuse a bomb

*ir# of all- don al4 a)o$ a real pro)lem yo$ !ad. In# ead- $#e !e conditional. Say: I don normally !a%e !a 4ind of pro)lem. 8$ - if that happened" *ir# - I (o$ld remem)er no 4no( yo$. o a4e i per#onally. Ef en c$# omer# don e%en

Second- I (o$ld ry o def$#e ,- di# ender. !e #i $a ion. I (o$ld le !e c$# omer 4no( Im on !eir #ide. I (o$ld ell !em Im going o do e%ery !ing I can o !elp !em. *or e&ample- #ome ime# (!en people call a )$#ine##- !ey are ran#ferred many ime# from one depar men o ano !er depar men - or !ey%e )een on !old fore%er. So (!en yo$ an#(er !e p!one- !ey are %ery angry. So- if I can !elp !em and I !a%e o ran#fer !em again- I # ay on !e line and ma4e a)#ol$ ely #$re !e per#on Im connec ing !em o can !elp.

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I # impor an o )e profe##ional. 8$#ine## come# fir# - no yo$r ego. , - , ,. Good #er%ice i# !e mo# impor an !ing.

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7:* Do <ou Have &ny Other Guestions?


'outine Guestions

&on(t ask these ,uestions if the interviewer has already discussed them+ /!en doe# !e 5o) # ar + /!en (ill yo$ )e ma4ing a deci#ion+ /ill yo$ call me- or #!o$ld I call yo$+ /!a i# !e #alary+
Hess 'outine Guestions

9o$ld yo$ de#cri)e a ypical (or4 day and !e !ing# I (o$ld )e doing+ -.e careful+ &on(t ask this ,uestion if they(ve already told you the duties./ /!o are !e o !er people ICd )e (or4ing (i !- and (!a do !ey do+ 9o$ld I mee !em+ ICd en5oy #eeing (!ere e%eryone (or4#. I (onder if yo$ co$ld gi%e me a o$r+ 'o( (o$ld yo$ de#cri)e !e general a mo#p!ere in !e office+ I# i rela&ed+ *ormal+ /!y did !e la# per#on (!o !ad !i# 5o) lea%e+ /!a i# !e mo# impor an <$alifica ion yo$Cre loo4ing for+ or: /!a do I need o #ay o con%ince !a ICm !e rig! per#on for !i# 5o)+ or: /!a can I #ay o con%ince yo$ o offer me !e 5o) rig! no(+ ,T!i# <$e# ion may )e good for a #ale# po#i ionB i mig! no )e good for o !er office po#i ion#.. ;onC a#4 !i# <$e# ion in yo$r in?cla## in er%ie(. Ho$ are 5$# doing a prac ice in er%ie(#- and !e in er%ie(er doe#nC !a%e a 5o) o offer yo$..

3f er yo$%e a#4ed #ome <$e# ion#- !e in er%ie(er mig! #ay- 1;o yo$ !a%e any o !er <$e# ion#+2 Say: Do- I !in4 yo$%e an#(ered all my <$e# ion#. T!an4 yo$. 3f er yo$ )o ! # and $p- yo$ can #ay: T!an4 yo$ for in%i ing me in oday. I really en5oyed mee ing yo$ and learning a)o$ !e po#i ion. I (an yo$ o 4no( !a Im %ery in ere# ed in !i# po#i ion. Id really li4e o (or4 !ere- and I !ope yo$ c!oo#e me.

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7;* ,hy do you want to work here?


What interests you about our organization? Why are you applying for this position? What is it about this position that appeals* to you? *attracts you/makes you interested in What do you know about our organization? Try to find out the following information "efore going to an interview:

/!o i# !e 9:E+ ,9!ief :&ec$ i%e Effice. /!en (a# !e company fo$nded+ ,6e# a)li#!ed. /!a prod$c # doe# !e company ma4e+ or /!a #er%ice# doe# !e company pro%ide+ /!ere i# !e !ead<$ar er# ,main office. loca ed+ /!a ci ie# and co$n rie# doe# !e company !a%e office#/)ranc!e#/fac orie# in+ 'o( many employee# are !ere in !e company+ I# !e company a #$)#idiary of ,6o(ned )y. ano !er corpora ion+ /!a in ere# # yo$ a)o$ !i# company+ ;o yo$ !a%e any connec ion (i ! i + ,;o yo$ 4no( anyone (!o (or4# !ere+ 'a%e yo$ $#ed !eir prod$c #+. ;o yo$ !in4 !eir #er%ice#/prod$c # are $#ef$l- crea i%e- # yli#!- e c.+ ;o yo$ !in4 !e company play# an impor an role or ma4e# an impor an con ri)$ ion+

7>* ,hat are you looking for in a 8o"? T!i# doesn#t mean- 1/!a 4ind of 5o) are yo$ loo4ing for+2 @a !er- i mean#- 1/!a 4ind of (or4ing #i $a ion/(or4ing condi ion# (o$ld yo$ li4e o )e in or !a%e+2 In yo$r an#(er- ry o al4 a)o$ yo$r #4ill# or # reng !#. Say: I (o$ld li4e a 5o) !a 7 or: allo(# me o7 :&ample#: I (o$ld li4e a 5o) !a allo(# me o (or4 (i ! n$m)er# )eca$#e Im %ery good a !a . I (o$ld li4e a 5o) !a gi%e# me !e c!ance o learn more a)o$ a)o$ #ale# and mar4e ing. I (o$ld li4e a 5o) !a allo(# me o )e crea i%e ,7(or4 (i ! !e p$)lic- e c..

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7?* ,hat kinds of !eo!le ru" you the wrong wayI?


* bother, annoy, or irritate you

;angerA ;on #ay oo m$c! !ere. Safe re#pon#e#: >eople (!o aren eam player#. >eople (!o are infle&i)le and no open o o !er people# idea#. >eople (!o #ay !ey (ill do #ome !ing and ne%er do i . >eople (!o !in4 !a !ere i# only one (ay o do !ing#. 7@* How do you deal with criticism? ,,crticas. 3c4no(ledge ( , reconocer) !e per#on# complain and feeling#. Say: I $nder# and. or: I $nder# and !o( yo$ feel. or: I 4no( (!a yo$ mean. S ay po#i i%e. ;on an#(er in a nega i%e or #arca# icI (ay. *. ;on le !e per#on pro%o4eI yo$. * (;on 1 a4e !e )ai .2. Some people 5$# li4e o $p#e o !er people. If yo$ ge angry- !ey (in. & fish taking the "ait 3#4 for po#i i%e #$gge# ion#. Say: If yo$ !a%e any po#i i%e #$gge# ion#- Id )e glad o !ear !em. or: If yo$ !a%e any con# r$c i%e cri ici#m- )y all mean#- le me 4no(. Ho$ do no need o apologiJe or gi%e e&c$#e# if #omeone i# 5$# )eing r$de. ,Ef co$r#e- if !e per#on i# yo$r #$perior- apologiJe. 8$ donC gi%e e&c$#e#B 5$# a#4 for con# r$c i%e cri ici#m.. If !e per#on con in$e# o )e nega i%e- $#e !e )ro4en record ec!ni<$e. Keep #aying: Im #orry yo$ feel !a (ay. Do(- if yo$ll e&c$#e me- I !a%e o ge )ac4 o (or4. or: I $nder# and. Do(- if yo$ll e&c$#e me- I !a%e (or4 o do.

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