Roanoke Times
                 Copyright (c) 1995, Landmark Communications, Inc.

DATE: SUNDAY, June 26, 1994                   TAG: 9407220009
SECTION: BUSINESS                    PAGE: F3   EDITION: METRO 
SOURCE: Camille Wright Miller
DATELINE:                                 LENGTH: Medium

IF YOU FAIL A JOB INTERVIEW, ASK FOR FEEDBACK, AND PRACTICE

A: If the job has not been filled and you are still in the running, don't be too hard on yourself. Perfectionists, said Ken Kronin, Roanoke's municipal personnel manager, often overcritique themselves and judge their performance too harshly.

If you feel some areas of experience or education weren't conveyed in the interview, Kronin advises that you write a note of thanks for the interview and add pertinent facts. He cautions, however, that you not re-address questions from the interview. That, he thinks, draws negative attention not previously there and isn't fair to other candidates. Stick to factual information.

If you weren't hired, Kronin recommends you call the interview team leader or personnel officer and "ask for specific areas where you performed poorly. Ask, also, for suggestions for improvement." Kronin believes candidates improve interview performance by asking for feedback.

Another possibility, Kronin suggests, is arranging mock interviews with professionals willing to give honest feedback. Practicing with comments from your interview partner will certainly help.

Kronin offers some consolation, noting that an interview is only part of the hiring process. Your resume also serves as your representative; if it accurately reflects your abilities, experience and education, a poor interview won't necessarily knock you out of the running.

Q: Before E-mail I rarely read a memo or letter that made me knee-jerk angry, but I often have that reaction when reading E-mail correspondence. Rapid communication has made my co-workers hostile. Solutions?

A: Writing usually includes time for revisions, allowing us to discover phrases that may cause negative reactions. Editing potentially offending words out of documents is part of the process.

E-mail is usually written off the top of our heads and sent before a careful review of the document is completed. Your experience is common; I'm certainly hearing many complaints about E-mail behavior.

Several remedies are available to you. First, keep in mind that E-mail is often a first draft; discount irritating remarks. Second, informally discuss the problem with your co-workers and ask for input in your search for solutions.

Finally, take a few examples (with names of senders deleted) to your supervisor. Explain that you're certain no harm was intended, but unedited E-mail causes strained working relationships.

Offer to help develop guidelines for E-mail communication. Guidelines may include suggestions that negative comments be delivered in person so face-to-face dialogue is possible; that E-mail be used only for general information dissemination; and that employees sit on E-mail for several hours before transmitting.

Electronic mail is a marvelous innovation, but as with other technological advances an adjustment period is necessary before it's used to its best advantage. Remember that a person is on the receiving end and re-read documents with that person in mind.

Q: We have a disagreement in our office that we'd like you to settle. How should the phone be answered?

A: Companies would do well to pay close attention to impressions conveyed over the telephone. It enhances a company's image if initial phone greetings are the same across all departments.

The simple "Good morning" is crucial because it allows the client's ear to adjust to a new human voice. That fraction of conversation lets the caller key in on voice patterns and accents and adjust for background noise. This transition also allows the caller to prepare for the information to follow.

Greetings are followed by the identification of the company or department. Your caller then knows if the right number has been reached.

Identifying yourself after the company or department is a courtesy. In doing so, you humanize the organization to your caller. You've also made the caller feel he or she has been taken out of the phone loop and is talking with a named individual.

As important as what you say is how you say it. Practice telephone greetings standing up with the same enthusiasm used for welcoming good friends. When seated at your desk, strive for the same sound. You'll hear the difference.