First there are some questions to answer in the pdf file, also I would need a summary for an article, and at last I would need a resume. 

Each student to answer these questions
in order to prepare for resume and cover
letter.

Submit you answers to assignment
section on ampedu.

Do I enjoy working with people,
data, or things?
How important are salary, benefits,
and job stability?
Must I work in a specific city,
geographical area, or climate?
Am I looking for security, travel
opportunities, money, power, orprestige?

What computer skills can I offer?
(What specific softwareprograms can I name?)
Do I work well with people?
What proof can I offer?(Consider extracurricularactivities, clubs, and jobs.)
Do I learn quickly? Am I
creative? How can Idemonstrate thesecharacteristics?
Do I communicate well in
speech and writing?

Here are the links Kes shared inclass today:
To help you what career choicesyou have:
https://www.careeraddict.com/choosing-industry-you

Do this test: ( I don’t need toknow your result, this is for you)
https://test.careeraddict.com/tests/interests/take?
utm_source=careeraddict&utm_medium=popup&utm_c
ampaign=free-test

Action verbs to use on resume:
https://www.themuse.com/advice/185-powerful-verbs-
that-will-make-your-resume-awesome

cover letter sample:
https://www.indeed.com/career-advice/cover-letter-
samples/front-desk
https://www.jobhero.com/cover-
letter/examples/hospitality/front-desk-receptionist

Having trouble reading this email? View it in your browser.

VANCOUVER PREMIER COLLEGE
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6047301628 florencewang@vpcollege.com www.vpcollege.com

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719

(Reserarch Feature aimed at developing new-economy skills in
higher education))

Job Interview Skills and Techniques
– A Practice set in Communication

Riya Rupani

Introduction

An interview is a verbal and visual interaction between two or more
individuals. An interview is to view the internal skills of a candidate & to

match candidates with jobs. The objective of this paper is to emphasize on

the interview skills and techniques to be acquainted by the candidate hunting

for jobs both in private and public organizations. This paper has been

bifurecated into four parts before the interview, interview day, during the

interview and after the interview. It also includes some commonly asked

questions along with suggestions for giving the appropriate response. Two

model interviews are also given in this paper. The author concludes by stating

that these skills and techniques cannot be mastered overnight but can be

developed with sheer hard work and conviction. Today’s corporate scenario

is characterized by high paced life, cut throat competition and skyrocketing

aspirations. The formula for success goes beyond technical and domain

expertise . There is a sheer necessity for personal effectiveness that stems

from effective communication.

SENSE – AND – RESPOND

Dale Carnegie, in his famous bestseller, How to Win Friends and Influence

People, writes that most successes in life are achieved by men who

possessed, in addition to their knowledge, the ability to talk with people

according to their way of talking and sell themselves and their ideas. This is

very apt for the interview, candidates have to sell their ideas, sell their skills

& talents to prospective employer. Interview is more a test of a candidate’s

personality rather than an examination of his personal achievements & level

of his general education. It is also a chance to candidate to find out if the job

is right for him or not. One of the key parameter for success in an interview

is methodical preparation. By and large interview process can be segregated

in to four levels.

Before the interview : • Interview day • During the interview • After the
interview. Here is the quick check list of some do’s and don’ts at every level

or stage.

Before the interview : Know the company : • Collect the details from
company website. • Study annual report. • Get details of main
production/services. • Get details of any new product/service launched. •
Study organizational structure of the company.

Dress outlook (DRESS TO IMPRESS!!) : • It should be formal • It should
be ironed • It should be clean • It should be comfortable • Simple
accessories • Strong perfumes should be avoided.
Hair style : • Hair should be neatly combed. • If one wears turban it should
be clean and properly tied preferably should match with the color of shirt.

Foot wear : • Shoes should be polished • Avoid new footwear • Be
comfortable in your footwear.

Maintain folder : • Carry original testimonial • Take 2-3 copies of resume
• One set of photocopied testimonial • Inculcate habit of reading newspaper.
Interview day : • Read the newspaper or see the latest news bulletins. •
Reach the venue at least half an hour before. • Avoid heavy meal. • Talk to
the fellow candidates. • Be positive, don’t live in the past.
During the interview : • Go with confident walk. • Smile on the face.
• Ask permission before you go. • Greet the Board, if female member is
there in the panel, greet her separately • Do not sit down on your own

Journal of Commerce and Management Thought IV – 3720

• Do not start on your own. • Keep your gestures under control • Try
to avoid monosyllable answers. • Be a good listener. • Be relaxed. •
Maintain eye contact but don’t gaze chairman or any particular member of

the panel all the time. • Voice should be moderate. • Do not accept
tea/coffee if offered • Do not shake hands. • Do not interrupt interviewer.
• Do not enter into any arguments. • Do not bluff.
After the interview : •Keep sitting, get up only when any board member
asks you to do so • Thank the board. • Put the chair in proper place with
grace and confidence. • Firm handshake, only if it is offered • Do not turn
back to look at the member • Do not forget to close the door after you. •
If not called by the company calls up the company and collect feedback.

Through an interview the Selection Committee gets an opportunity to

analyze a candidate personality as well as intelligence. It is done through

exposing some questions to candidate of a general nature as well as those

pertinent to his area of specialization. Some frequently asked general

questions and expected questions can be prepared beforehand by the

candidate. Here are some frequently asked questions along with suggestions

for giving the appropriate response.

Question 1. TELL ME ABOUT YOURSELF

• Tell your academic records. • Your qualification. • Your skills etc.
•Talk about things you have done. • Talk about jobs you have held

Question 2.WHY DID YOU LEAVE YOUR PREVIOUS

JOB?

• Better job prospects. • Better monetary returns.

Question 3.WHAT APPEALS TO YOU ABOUT THIS JOB?

• To achieve through heights. • To learn, work hard & quench of thirst
of knowledge.

Questions 4.WHAT ARE YOUR STRENGTHS?

Highlight following : • Your positive attitude. • Strength of your subject
knowledge. • Your ability of work under pressure. • Your Professional
expertise. • Your leadership skills. • Your Problem solving skills. •
Your ability to focus on projects.

721Job Interview Skills and Techniques…

Questions 5.WHAT ARE YOUR WEAKNESSESS?

• Tell your weakness as your strength.
Example:

1. I am work alcoholic so I expect the same from my team members.

2. I am committed to assigned work, which I expect from my co-workers.

This leads to affect the interpersonal relationship. But the outcome of

the work is satisfied.

Question 6.WHAT DO YOU KNOW ABOUT THIS COMPANY?

• Collect the information from the sources like website, annual report,
publication, etc.

Question 7.WOULD YOU ACCEPT THE JOB, IF IT WERE OFFERED

TO YOU?

• Yes, certainly, I will accept this job.

Question 8.DON’T YOU THINK THAT YOU ARE INEXPERIENCED

FOR THIS JOB?

• Admit that you are inexperience, but explain your strength.
Question 9.WHAT SALARY DO YOU EXPECT?

• Be acquainted with the company’s salary structure.
• Suggest a little higher salary to your achievements/experience to justify
Question 10. WHY SHOULD WE HIRE YOU?

• Point out how your assets meet what the organization needs.
• Do not mention any other candidate to make a comparison.
Question 11. ARE YOU WILLING TO PUT THE INTERESTS OF THE

ORGANIZATION AHEAD OF YOUR OWN?

• Always say ‘YES’
Question 12. WHAT HAVE YOU LEARNED FROM YOUR

MISTAKES?

• Be sure to give examples that turn a negative (a mistake) into a positive.

Examples:

1. I think one of the most important things I’ve learned is persistence. Not

to give up too soon, because the solution is probably right in front of me.

Journal of Commerce and Management Thought IV – 3722

2. I have learned to give every person a second chance, because first

impressions can often be misleading.

3. I used to think that there was one best solution to a problem, but I’ve

learned that that kind of thinking limits the possibility of great success.

Question 13. WHAT PROBLEMS HAVE YOU ENCOUNTERED AT

WORK AND HOW DID YOU DEAL WITH THEM?

• Be sure to include a positive outcome to the problems you refer in your
reply.

Examples:

1. I feel that the best way to deal with any challenges is to meet them head
on. When I found that one of my colleagues was saying things that

weren’t true behind my back, I went to him and talked it through. It

turned out that he had misunderstood what I had said and I was able to

set the record straight with him Once I found a major flaw in the work

of one of the most senior members of the department, which could have

been very costly to the company if it had been overlooked. I went

directly to him and called it to his attention so he could fix it before it

affected the final outcome.

Question 14. ARE YOU APPLYING FOR OTHER JOBS?

• Be genuine • Answer it short and straight and then focus on this job
application and what contribution you can make for this firm.

§ Anything other than this can be a distraction.

Question 15. ARE YOU A TEAM PLAYER?

• Always say “Yes, I am a team player.” • Elaborate the answer with
some examples. • Do not drag the answer; just make it short and sweet.

Question 16. WHAT MOTIVATES YOU TO DO YOUR BEST ON THE

JOB?

• This is purely a personal attribute that only you would know
• Some good examples include – Recognition, Achievement, Challenge

and so on.

723Job Interview Skills and Techniques…

Question 17. DO YOU HAVE ANY QUESTIONS FOR ME?

• It is always good to have some questions ready with you.
• Questions that are related to your association with the organization will

be good.

Examples:

1. What sort of assignments will I be handling to assist on?

2. How soon can I be ready to be productive?

A careful study of the model interviews given here, coupled with some

more effort on the part of the candidate, can be taken almost as a guarantee

of success. The questions and answers given here are based on the feedback

received from the candidates who have appeared for the interviews.

Psychotherapist once asked a world-class marksman about qualities that

make for success. He repiled“The secret is mental conditioning, every day I

played a movie in my head in which I see myself shooting a perfect score.”

These model interview are meant for mental conditioning.

MODEL INTERVEIW-I

(Mr. Sunil Karekar is a candidate for the recruitment of bank
probationary officer. He is soberly dressed, has a pleasant personality and
becomes friends with the other candidates waiting for the interview.)

Candidate : (Enter the hall and say with a pleasant smile) Good morning to
you, sir.

Chairman : Good morning, Mr .Karekar. Please take your seat and be

comfortable.

Candidate : Thank you very much, sir. (On not finding any chair nearby, he
politely asks) May I take the chair lying in that corner?
Chairman : (Look at the candidate and say)Yes you may do so, Mr Karekar.
Candidate : (Brings the chair close to the chairman’s table and sit down
comfortably). Thank you.sir
Chairman : So, Mr Karekar .I see from your bio-data that you passed your

BA and appeared for MA final in economics. Why did you opt for

economics?

Journal of Commerce and Management Thought IV – 3724

Candidate : Check Sir, I think for a career for banking, economics is more

useful than English literature or political science which was the other two

subjects I could have opted for in my MA. Banking itself is an economic

activity and knowledge of economics would help me perform my duties well.

Member : Mr. Karekar, we agree with you as far as your choice of economics

is concerned for your MA. But the term economy is derived from the Greek

word oikumene, meaning household. How does it help in banking

Profession?

Candidate : Sir, every housewife performs an economic activity when she

decides how to spend her limited resources and budget the expenses of the

family. Money and Banking is important and inter-related parts of any

economic activity. Economic as a science is concerned with increasing

production and wealth to satisfy human wants. Wealth takes the shape of

money and then banking comes into picture. Hence, banking and economics

are closely related.

Chairman : Can you tell us when a regular central banking system was

instituted in India?

Candidate : Sir, with the promulgation of Reserve Bank of India act 1934, a

central banking System was launched in our country.

Member : When did the Reserve Bank of India come in to being?

Candidate : The Reserve Bank of India was officially inaugurated on 1April,

1935.

Member : Could you briefly explain the role of Reserve Bank of India in the

country?

Candidate : Sir, Reserve Bank of India plays a dual role in the country’s

economy, that is, Promotional and regulatory. In promotional capacity it

helps the government in its developmental projects by raising loans and in the

regulatory role; it looks after the monetary policy of government of India.

Member : What about issuing of bank notes?

Candidate : Sir, issuing of bank notes comes under the regulatory function

of the Reserve Bank of India. All bank notes above one rupee denomination

are issued by this bank.

725Job Interview Skills and Techniques…

Chairman : Some of our banks were nationalized when Mrs. Indira Gandhi

was our prime Minister. How many times the nationalization of bank has

taken place and in which year did the first nationalization take place?

Candidate : Sir, so far bank have been nationalized twice. The first was in

the year 1969

Chairman : How many banks were nationalized in 1969 and when did the

second nationalization takes place?

Candidate : Sir, with the first nationalization in 1969, 14 leading banks were

nationalized And the second nationalization took place in 1980.

Member : So how many banks are nationalized now?

Candidate : At present, there are 20 nationalized banks in India.

Chairman : Mr. Karekar, you must have heard the name of the Imperial

Bank of India. What has happen to this bank?

Candidate : Sir, the establishment of the Reserve Bank of India in 1934

necessitated a change in the status of Imperial Bank .Now the state bank of

India is the Successor of the Imperial bank of India

Member : Have you heard the term “lead bank”? What does this term refers

to?

Candidate : The lead bank system was introduced in 1969. It was based on

the concept of “Area banking”. Each lead bank is allotted a district(s). The

lead bank has to Study the condition in the area allotted to it and prepares a

development plan which includes credit policy and other requirement. The

lead bank system is also referred to in the area of industrial financing. When

two or more bank with the maximum share in the project is also called the

lead bank.

Chairman : You have not fully answered my question concerning the

Imperial Bank of India. Give us some more details regarding this bank

renamed and so on.

Candidate : Sir, the Imperial Bank of India was nationalized and renamed as

the state bank of India in 1955. This is done by the Imperial Bank of India

(amendment) act of 1934.By this amendment the imperial bank lost its status

as a central bank but remained the sole agent of the Reserve Bank of India.

Journal of Commerce and Management Thought IV – 3726

Member : What do you understand by the term “differential interest rates”?

Candidate : Sir, the scheme of differential interest rates is meant primarily

for the benefit of the weaker section of society. They are provided easy

finance for productive purposes at a concessional rate of the interest which is

four percent per annum.

Member : Under the government‘s scheme of self employment, loans are

given to unemployed people through the Department of industries. Do you

know how? These loans are disbursed and what is the role of bank?

Candidate : Sir, earlier this scheme was meant for unemployed graduates

and professionals Such as engineers. The government has extended the

benefit to matriculates for the purpose of self –employment. The department

of an industries grant loan to an individual in consultation with one of the

nationalized bank called the lead Bank, the Employment exchange and the

district industries officer/manager. Once the loan is sanction, it is disbursed

by any of the nationalized banks for which the loanee has to complete certain

formalities as required by the bank. The loan is given at a differential rate of

interest and without security. The Government give s a subsidy of upto25 per

cent and the loanee is required to repay only 75 percent of the loan amount

to the bank.

Chairman : Mr. Karekar, may we know what your hobby is? How do you

pass your free time?

Candidate : Sir, frankly speaking, whenever time I get time, after my work

and studies, I spend listening to musical instruments

Chairman : Music is a good pastime. Are you also a singer yourself or plays

some musical Instrument or do you only listen to music?

Candidate : Sir, I am a singer myself .I also know how to play the tabla and

electric guitar.

Chairman : Very Good, Mr Karekar. Do you like classical music or film

song?

Candidate : I am fond of old film songs and ghazals

Chairman : Mr. Karekar, from what you have told us so far, we have come

to the conclusion that you know quite a lot about banking. However, one last

727Job Interview Skills and Techniques…

question. Could you Please tell us why you have opted for a career in

banking?

Candidate : Sir, my qualification and interest in banking together prompted

me to look for a Career in banking .With the nationalization of bank, jobs

in bank have become at Par with any administrative government job

.Moreover, banking offers good Prospects for really hardworking people I

have some friends who joined as clerks but now they hold position of

accountant, sub- manager and even manager.

Chairman : That’s all, Mr, Karekar. You can leave now.

Candidate : Thank you, Sir.

MODEL INTERVIEW-II

(Mr. Suraj Singh is an aspirant for an I A S job. He has qualified in the
written examination and is called for the interview by the Selection Board of
the UPSC. He is dressed in a simple but well-tailored and ironed suit with a
matching tie and turban.)

He arrives at the venue for the interview nearly 20-25 minutes earlier.

He comes and greets the other candidates present there and shortly he is able

to strike up a conversation with them. He exchanges views and various news

items with the other candidates and keeps them engaged in cordial and

friendly discussions. After sometime, a peon comes and calls the name and

roll number of Mr. Suraj Singh and escort him to the interview hall.

Candidate : (Opens the door and says) May I come in, sir?
Chairman : Yes Mr. Suraj Singh, please come in and take your seat.

Candidate : (Enters the room and says) Good morning to you all, sir (and
takes the chair saying) Thank you, sir.
Chairman : Mr. Suraj Singh. I can see from your file that you have a ood

academic record right from pre- university onwards.

Candidate : Thank you for the compliment sir. However, sir it seems you

have not seen my matriculation record. I secured 86 Percent marks in

aggregate and three distinctions in the Main subjects, that are Science, Math

and English.

Journal of Commerce and Management Thought IV – 3728

Chairman : Yes, you are correct, I didn’t see that. After obtaining two MA

degrees and also an LLB, what prompted you to opt for a government job?

You could have done well in any private sector where you would have got

more money except, of course, security.

Candidate : Well, sir, I preferred an IAS cadre due to the status one enjoys,

the authority and command one gets and, above all, the job satisfaction that

one gets due to the challenging nature of the assignments. In the private

sector you only have a status within your institution whereas an IAS officer

holds a high status in an entire district or even state. As far as security is

concerned, if a person is hard working and takes interest in his job, he is

secure in the private sector also. No doubt, in the private sector you have

more money and liberal perks, but I am not looking for only a well-paid Job.

I am looking for a challenging job in which there is authority and status.

Chairman : That’s fine, Mr. Suraj Singh

Member : Being a student of economics, you should be good at Statistics

also. Could you tell us which state has the highest female-to-male ratio?

Candidate : Sir, the highest female-to male ratio is in the state of Kerala

Member : Which state can claim to have the highest literacy rate?

Candidate : Sir, it is again Kerala.

Member : But what about Chandigarh?

Candidate : Sir, it is a Union Territory and your question relates to a State.

(Note: The member has tried to confuse the candidate. However, the
candidate has shown his alertness and knowledge in tackling this question.)

Chairman : Good, Let us now turn to other points.

Member 2: (Another member intervenes and says) As a post-graduate in
economics, can you give us a brief definition of the concept of mixed

economy?

Candidate : Sir, in a mixed economy both the public and private sectors are

allowed to exist side by side. As a matter of policy, they complement each

other. A mixed economy is beneficial for developing countries such as India.

Chairman : I see that you have also done your second MA in history. Is there

729Job Interview Skills and Techniques…

any useful purpose of history in our day- to- day life? (Before the candidate

can answer this question, one of the members intervenes and says)

Member : And how is it going to help you as an IAS officer.

Candidate : (Addressing the member and says) Sir, I will answer your
question after answering the first question.

(Now the candidate addresses the chairman)

Sir, history serves a very useful purpose in our life. We cannot

understand the present and plan for the future without having sufficient

knowledge of the past. Through a study of history we learn the causes behind

our country’s rise and fall and the mistakes committed in the past which

resulted in its downfall and decline. We can learn a lesson from history and

avoid repeating past mistakes.

(Now he turns towards the member and says)

Sir, no doubt history will not directly help me as an IAS officer, but as

I have said earlier, through a study of history, we learn what were the causes

of downfall or which policies resulted in the downfall of rulers. As an IAS

officer, I may be required to take certain decisions, I would, therefore, be able

to avoid committing the same errors in the present and be able to take better

decisions.

Chairman : As a student of history, could you tell us how the policies of

Samudra Gupta differed from those of Ashoka, the Great?

Candidate : Sir, Samudra Gupta did not follow the pacifist and the religious

policies of Ashoka. He did not believe in conquest by Dharma as Ashoka did.

Instead, Samudra Gupta tried to extend his empire by military conquests.

Member 2 : Mr. Suraj Singh, could you please tell us how your law degree

is going to help you in your career as an IAS officer? Isn’t it a degree useful

only for lawyer and others in the judiciary services?

Candidate : Sir, I believe law is a subject of interest for every citizen. Every

citizen of India should be familiar with the laws of the land. For an IAS

officer, it is specially useful to have a detailed knowledge of law. Suppose, as

an IAS officer, I am appointed to manage a public sector industry, my

Journal of Commerce and Management Thought IV – 3730

knowledge of labour, industrial and commercial laws would prove to be very

helpful. If appointed as the head of district administration, knowledge of IPC

CRPC, etc. will help me to maintain law and order. Some knowledge of law

will be helpful in any type of work, especially administrative tasks.

Chairman : This means that to become an efficient administrator, you

should be MA in economics and history with LLB?

Candidate : Sir, I did not mean that. I only said that a study and knowledge

of these subjects are going to help me perform my duties more efficiently.

People like J.R.D. Tata and the Birlas did not possess any of these

qualifications, yet they efficiently managed large industrial houses. To be a

good administrator, one has to be a good leader and possess other managerial

abilities. These subjects are of secondary importance but would definitely

help.

Member : Mr. Singh, from our discussions so far, I have observed that you

are not worried about this interview and it gives us a feeling that you are

carefree. Why is it so?

Candidate : Sir, I am sure you don’t want to see long faces in interviews. A

cheerful smile is loved by everyone. Moreover, any amount of worrying is

not going to help me in this interview. One is worried or tense when one is

lacking confidence. I am extremely eager to be selected but for that I do not

think I need to have a long and serious face. Also, when I entered the hall, I

found all of you very happy and cooperative right from the beginning to our

decision. Whatever little fear or worry I had before coming here vanished due

to your cheerful and friendly discussions.

Member : Very good. Your explanations about your cheerfulness and

carefree attitude have satisfied us.

Candidate : Thank you for the compliment, sir.

Chairman : Do you read newspaper every day?

Candidate : Yes, sir, even if I don’t get the time in the morning, I ensure that

I read the day’s newspaper in the evening or at night.

Chairman : Which newspaper do you read?

Candidate : Sir, I read the Indian Express and The Times of India.

731Job Interview Skills and Techniques…

Member : What is the most important news item you have read in today’s

newspaper?

Candidate : Sir, there was no newspaper today as yesterday was 26th

January which is observed as a national holiday all over India. (This question
was put just to confuse the candidate and see his mental alertness in
answering it.)
Chairman : What is your favorite pastime or hobby?

Candidate : Sir, I read novels in my spare time.

Chairman : Don’t you think you are simply wasting your time by reading

novels?

Candidate : You may be right. Sir from one point of view but as I said, it is

only a pastime. I do not waste my useful time on reading novels. I read them

only when I need some change or relaxation. (With a smile) sir, you will
appreciate that everyone needs some hours of peace and relaxation.

Chairman : Well done, Mr., Singh. That will be all.

Candidate : Thank you sir. (He gracefully stands up, puts the chair in its

original place and confidently walks out.)

Conclusion

Job interview skills & techniques have a direct bearing on whether

candidate will get the job or not. It’s the gate pass to the good job. By being

prepared, presenting a professional demeanor candidate can make the most of

the opportunity. Job interview skills & techniques cannot be mastered over

night but can be developed with sheer hard work & conviction.

References:

1. Edgar Thorpe and Showick Thorpe (2006), “Winning at Interviews “ Second Edition.
2. Michele Brown and Gyles Brandreth “ How to interview and be interviewed”.
3. Programmerworld.net/career/interview.

4. http://www.Job-search-mentoring.com/job-interview-skills.html.

The Author:

Riya Rupani is Assistant professor, N.E.S Ratnam College of Arts, Science &

Commerce, Mumbai, Maharashtra, India.

Email : riya_rupani@yahoo.com • Received on : Apr, 06.2013

Journal of Commerce and Management Thought IV – 3732

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MANAGING YOURSELF

How to Build Rapport …
While Wearing a Mask
by Dustin York
SEPTEMBER 28, 2020

SKY-BLUE IMAGES/STOCKSY

Nonverbal communication in the workplace is extremely important. Whether you’re trying to sell a
car, pitch a project to your boss, or nail a job interview, what you convey beyond words can
determine the difference between success and failure. This makes communication in the age of
Covid-19 more challenging for the obvious reason that masks, a necessary component of fighting the
pandemic, hide the parts of our faces that display facial expressions — particularly those micro
expressions that we use without thinking to convey as well as perceive sincerity, trustworthiness, and
good intentions.

2COPYRIGHT © 2020 HARVARD BUSINESS SCHOOL PUBLISHING CORPORATION. ALL RIGHTS RESERVED.

https://thehill.com/changing-america/opinion/502144-how-covid-19-is-changing-the-way-we-communicate

https://thehill.com/changing-america/opinion/502144-how-covid-19-is-changing-the-way-we-communicate

In situations where there’s an incongruity between what’s spoken verbally and what’s displayed
nonverbally, people instinctively lend greater weight to the latter. Unfortunately, if your expressions
are concealed by a mask, that can happen more often. A case in point is a 2013 study which found that
when doctors wore face masks during consultations, patients had more negative perceptions of
them.

Of course, from a public health perspective, wearing masks is a must in the midst of this pandemic,
and we mustn’t stop doing so just because they present certain challenges. Here, then, are some tips
for how to communicate effectively and build rapport while still doing your part to keep everyone
safe.

Avoid Clear Masks Unless Necessary

Clear masks may seem like a good solution, but some people find them unsettling, and they also tend
to fog up. A situation when it may still be worth using clear masks is when the person you’re speaking
to is deaf or when you’re addressing an audience that may include deaf individuals. Otherwise, it’s
usually best to stick with regular, non-clear masks and compensate for the covering up of your micro
expressions by using the other suggestions provided here.

Practice Your “Mask Voice”

The quality of your voice makes a big difference in how people respond emotionally to what you say,
and this is true in both personal and professional interactions. Even if we say the exact same things
but in different tones, people will respond differently. When we wear masks, our voices must play an
even bigger role than usual. Fortunately, there are research-backed ways to make them more
effective. I call it using our “mask voice,” and I use the acronym PAVE to help people remember four
key elements: pause, accentuate, volume, and emotion.

• Pause: Normally, visual cues of the mouth help us to see when a speaker is pausing for a response.
Since we can’t see that now, make a conscious effort to noticeably pause here and there to give
people opportunities to jump in or respond. This also breaks up your message into digestible
chunks.

• Accentuate: Avoid monotony by accentuating key phrases and information, but don’t always
accentuate in the same way. Use different intonation.

• Volume: Masks have a slight muffling effect so speak up (but don’t shout, obviously).
• Emotion: In appropriate moments, try to make your voice more expressive by conveying positive

emotions like excitement, awe, gratitude, and sympathy. Do this in moderation since you don’t
want to come across as if you’re performing Shakespeare.

Practice Active Listening

3COPYRIGHT © 2020 HARVARD BUSINESS SCHOOL PUBLISHING CORPORATION. ALL RIGHTS RESERVED.

https://onlinelibrary.wiley.com/doi/abs/10.1002/ejsp.2420010307

https://bmcfampract.biomedcentral.com/articles/10.1186/1471-2296-14-200

https://www.bbc.com/news/world-52764355

https://www.bbc.com/news/world-52764355

https://link.springer.com/article/10.1007/s10919-007-0038-2

https://psycnet.apa.org/record/2019-57532-001

https://psycnet.apa.org/record/2019-57532-001

https://www.sciencedirect.com/science/article/abs/pii/S0747563216304873

Now that you’ve adjusted your voice, you can also adjust the actual words you use. This starts with
active listening. When your conversation partner is speaking, show interest by periodically nodding
and making sounds of understanding like “Mm hmm.” If the speaker pauses but isn’t finished
talking, you can again affirm understanding or interest with phrases like “I’m listening” or “And then
what happened?” If the speaker expresses emotions, especially negative ones (e.g. frustration or
disappointment), paraphrasing can be a powerful way to affirm their feelings. You can start with a
phrase like “So do you mean…” or “What I hear you saying is…” and then say what you think they’re
feeling with your own words instead of just parroting what they said. This kind of active listening and
paraphrasing helps build rapport and increases your perceived likeability.

Use Gestures and Body Language

Let’s move on to body language. Try to make full use of gestures while speaking to convey meaning
and emotion—a little more than usual wouldn’t hurt. Obviously, you don’t want to overdo it to the
point where it distracts your audience or you look like a mime. A good rule of thumb would be to
increase the level of your gesturing by about 10%.

Since we can’t shake hands, one gesture you should use often to build rapport is waving your hand
when greeting people. The ritual of handshaking goes back centuries and served important
psychological functions, for example, showing that you weren’t carrying any weapons and could
therefore be trusted. While the reason for handshaking has evolved, the importance of it has not. A
friendly, animated wave can go a long way towards conveying that same sense of goodwill.

Mirror Your Counterpart

Mirroring is a non-verbal behavior that involves imitating the body language of a person or group of
people with whom you are interacting. A lot of mirroring happens naturally and unconsciously.
Studies have shown that it helps build rapport between individuals, and the practice of doing it
intentionally has become more popular for this reason. As with gesturing, however, you don’t want
to overdo it to the point where it becomes noticeable or unnatural. In this case, less is more.

Keep the Two T’s Aligned

The “Two T’s” stands for the “toes and torso.” During interactions, your feet have a natural tendency
to reveal what’s really going on in your mind. So if you’re in a meeting but are hungry, your toes
might start pointing in the direction of the door. This can be subconsciously interpreted as a lack of
interest so keep your toes and torso aligned and facing the person or people with whom you’re
interacting. Side note: if you notice the other person’s toes facing away from you, you definitely
don’t want to mirror them.

Smile with Your Eyes

4COPYRIGHT © 2020 HARVARD BUSINESS SCHOOL PUBLISHING CORPORATION. ALL RIGHTS RESERVED.

https://www.tandfonline.com/doi/full/10.1080/10904010903466311

https://hbr.org/2019/05/when-you-pitch-an-idea-gestures-matter-more-than-words

https://www.wsj.com/articles/the-dark-side-of-mirroring-tactics-1476219571

https://www.psychologytoday.com/us/blog/spycatcher/200911/what-the-feet-and-legs-say-about-us

https://www.psychologytoday.com/us/blog/spycatcher/200911/what-the-feet-and-legs-say-about-us

Smiling is an extremely important form of nonverbal communication in business as well as in
socializing. Research shows that smiles with eyes that look angry, fearful, sad, or neutral are
perceived as not happy and, therefore, not indicative of the friendliness we associate with happy
smiles. When we’re wearing masks it is therefore even more important to “smile with your eyes” —
or “smize” as model Tyra Banks calls it — if you want to create positive feelings.

Simply put, when you smile there’s a wrinkling that occurs at the outer edges of your eyes. This
happens more naturally and noticeably for some people than others, so I recommend intentionally
wrinkling your eyes when you’re wearing your mask, even if it feels awkward at first. To get it right,
practice in front of a mirror with your mask on. As long as you’re actually smiling with your mouth
when you do this, it should look natural.

Know When to Zoom

Generally speaking, in-person communication is preferable to video conference – even when you
have to wear masks during the former and you don’t during the latter. With offices open or opening
around the world, you’ll have to make more choices going forward. And there may still be situations
in which Zoom or other tools make more sense, such as if you’re part of a high-risk group or living
with someone who is, or if slides and graphics play a big role in your presentation.

Masks are here to stay for the foreseeable future. But the time and effort you put into internalizing
these tips won’t just pay off during the pandemic. They’ll continue to help you communicate more
effectively when we’re all able to show our full faces again.

Dustin York is an associate professor and the director of undergraduate and graduate communications at Maryville
University.

5COPYRIGHT © 2020 HARVARD BUSINESS SCHOOL PUBLISHING CORPORATION. ALL RIGHTS RESERVED.

https://www.sciencedirect.com/science/article/abs/pii/S0001691817305450

https://www.wsj.com/articles/smize-mask-coronavirus-pandemic-covid-tyra-banks-reopen-restaurants-11598463705

https://online.maryville.edu/business-degrees

https://online.maryville.edu/business-degrees

Copyright 2020 Harvard Business Publishing. All Rights Reserved. Additional restrictions
may apply including the use of this content as assigned course material. Please consult your
institution’s librarian about any restrictions that might apply under the license with your
institution. For more information and teaching resources from Harvard Business Publishing
including Harvard Business School Cases, eLearning products, and business simulations
please visit hbsp.harvard.edu.

HCM Sales, Marketing & Alliance Excellence presented by HR.com AUGUST 2020 24 Submit Your Articles

It’s no secret that the COVID-19 pandemic has brought unprecedented change to organizations
– including both the move to a remote workforce
for many companies, as well as an overnight digital
transformation. While this has certainly made for
key struggles across the economy, there are also
pleasant surprises; some businesses are finding that
with good working habits, remote employees are
actually more productive in this digital landscape
than they were pre-pandemic.

Many businesses and employees are adapting faster
than they ever thought possible – I was speaking
to a CHRO recently, who said he never thought his
company would support a work-from-home policy,
but due to the pandemic they implemented it in
just 48 hours. Now, he’s saying it’ll likely stick in
some form.

One of the core components of this new digital
workplace is internal communications. This remote
environment has pushed enterprises to quickly
implement several communications-related
improvements, including:

● More transparency from leaders. Many executive
and c-suite leaders now address their employees
regularly, such as in weekly updates.

Businesses and employees are adapting to
change faster than they ever thought possible

How Employers Can
Combat COVID-19
Communication Fatigue

By Keith Kitani

● New ways to digitally connect. Employees are
making more use of social channels like Slack
or Microsoft Teams to communicate on a
peer-to-peer level, creating what is essentially a
virtual watercooler.

● Shorter, more frequent meetings. At Microsoft,
they’ve found an increase in overall number
of meetings, but a decrease in length of those
meetings – a more productive approach to
meetings that will likely stick around for the
longer term.

● Faster communications and updates. Especially in
times of crisis, the ability to keep your workforce
up to date on global news as well as company
changes has never been more valuable.

However, as part of this change and evolution,
it’s clear that use of digital communications is
increasing exponentially. According to an infobrief
released by IDC prior to the pandemic, employees
at U.S. companies were receiving 576 billion emails
per year, and it has only become worse in this new
era. Microsoft has found a significant rise in instant
messaging use during the pandemic, with 110%
more messages sent from managers, and 50% more
messages sent from employees. This increase, along
with the use of online collaboration tools spiking as
much as 943% in recent months, it’s safe to say this
trend isn’t going away.

https://web.hr.com/7hcy

https://www.businessnewsdaily.com/15259-working-from-home-more-productive.html

https://www.businessnewsdaily.com/15259-working-from-home-more-productive.html

https://hbr.org/2020/07/microsoft-analyzed-data-on-its-newly-remote-workforce

https://hbr.org/2020/07/microsoft-analyzed-data-on-its-newly-remote-workforce

https://hbr.org/2020/07/microsoft-analyzed-data-on-its-newly-remote-workforce

https://hbr.org/2020/07/microsoft-analyzed-data-on-its-newly-remote-workforce

http://guidespark.com/idc-infobrief/?utm_campaign=pr&utm_medium=article&utm_source=HRcom202008

http://guidespark.com/idc-infobrief/?utm_campaign=pr&utm_medium=article&utm_source=HRcom202008

https://hbr.org/2020/07/microsoft-analyzed-data-on-its-newly-remote-workforce

https://hbr.org/2020/07/microsoft-analyzed-data-on-its-newly-remote-workforce

https://www.comscore.com/Insights/Blog/As-Work-From-Home-Numbers-Rise-Due-to-the-Coronavirus-Pandemic-Collaboration-Tools-See-Spikes-in-Usage

https://www.comscore.com/Insights/Blog/As-Work-From-Home-Numbers-Rise-Due-to-the-Coronavirus-Pandemic-Collaboration-Tools-See-Spikes-in-Usage

HCM Sales, Marketing & Alliance Excellence presented by HR.com AUGUST 2020 25 Submit Your Articles

It’s easy to understand, then, that employees are
feeling the effects of this extreme increase in
communications. “Zoom fatigue,” is one example,
becoming a common term after the platform saw an
increase of up to 200 million users daily in March.
While these new and existing communication tools
have certainly helped organizations in their efforts to
connect and drive productivity within a newly remote
workforce, communication fatigue has emerged as a
new obstacle.

However, even in such a noisy, overloaded
environment, we still need to manage the growing list
of priorities businesses are facing today: Handling
the effects of COVID-19 on our organizations,
aligning employees with evolving business
strategies, and continuing to maintain company
culture. On top of this, our core HR programs
must still go on – onboarding, Open Enrollment,
wellness programs, performance management, total
rewards, compensation, HRIS implementations, and
more. In the middle of all of this complexity, one
thing is a clear common denominator – effective
communication experiences will be critical to the
success of any initiative.

Without successful communications, we won’t be
able to drive the business outcomes we need, which
are only achievable through employee buy-in. So, how
can we combat communication fatigue and ensure
our messages get through and drive these important
programs? As it remains unlikely that we can reduce
the number of vital programs, we’ll need to make
our communications more strategic and effective.
Here are two key approaches to reducing employee
communication fatigue:

Create targeted, relevant communications
Most communications today focus on simply hitting
“send” – delivering information, but not necessarily
focused on getting through to the intended audience.
The result is many one-size-fits-all communications
that flood employees with so much non-relevant
information that they start to disengage. Prior to
the pandemic, IDC reported that 34 billion email
messages were going straight to trash annually –
and it’s likely only gotten worse. And, if there’s a lack

How Employers Can Combat COVID-19 Communication Fatigue

of engagement with the first message, another will
inevitably be sent, creating a terrible cycle of more
and more messages.

To combat this, it’s crucial to adopt a strategy that
acknowledges the diverse employee population
you’re engaging with. This means, essentially,
that different groups will require different targeted
approaches for your message to feel make it relevant
and engaging. Here are a few ways to achieve this:

● Personalize your message – Use tone, style, and
even employee names and data to make your
communications tailored to the employee, making
it much more likely that they’ll absorb and engage
with what you’re saying.

● Target your communications – Align your
messaging with the groups of employees who
most need the information. Think about your
communications from a location-specific,
team-specific, or department-specific point of
view, and strategize accordingly.

● Meet employees where they are – The best
way to reach an audience is through a channel
they already use, especially when the message
is time-sensitive. Gartner recently found that
more and more people prefer texting for urgent
communications – including in the workplace –
with text open rates reaching 98%, versus an open
rate of 20% with emails.

● Measure your results – Your employees are the
best source of information as to what is and isn’t
working with your communications. Use data to
understand both engagement and sentiment so
that you can sharpen and iterate your strategy as
you go.

https://web.hr.com/7hcy

https://www.health.com/condition/infectious-diseases/coronavirus/zoom-fatigue

https://www.health.com/condition/infectious-diseases/coronavirus/zoom-fatigue

http://guidespark.com/idc-infobrief/?utm_campaign=pr&utm_medium=article&utm_source=HRcom202008

http://guidespark.com/idc-infobrief/?utm_campaign=pr&utm_medium=article&utm_source=HRcom202008

https://www.gartner.com/en/marketing/insights/articles/tap-into-the-marketing-power-of-sms

https://www.gartner.com/en/marketing/insights/articles/tap-into-the-marketing-power-of-sms

HCM Sales, Marketing & Alliance Excellence presented by HR.com AUGUST 2020 26 Submit Your Articles

More engaging, consumer-like
experiences
With this sudden lack of work-life balance, employers
are competing for attention not just with other
workplace communications, but with Instagram,
Facebook, and other social platforms. In other words,
employees live in an environment where content
is always readily available. To keep up, workplace
communications need to employ a consumer-grade
perspective to increase engagement, ultimately
helping your audience to internalize key ideas and
drive the outcomes you’re looking for. Follow these
strategies for your communication experience:

● Organize your message into short, clear ideas –
Your communication experience should be easily
digestible; your employees are likely not interested
in watching a “kitchen sink” video or reading a
paragraphs-long email.

● Put the focus on your audience – Design
communication journeys and experiences
with your employees’ point of view in mind. By
understanding what’s most important to them,
you’re more likely to capture their attention.

● Structure a multimedia campaign – Structure
your communication experience to carry your
messaging over a strategic period of time,
using different elements and media (e.g. videos,

infographics, interactive storytelling) to truly
engage your viewers.

As companies continue to deal with the complexities
of COVID-19, and figure out how to operate in this
new era, communication becomes truly imperative
to keep the workforce aligned and productive. An
effective communication experience will serve
to strengthen the impact of any initiative or core
program you need to implement, opening the door
for the employee buy-in you need to drive your most
crucial programs toward success – all while helping
to reduce the communication fatigue that you and
your employees are experiencing more and more
each day.

How Employers Can Combat COVID-19 Communication Fatigue

Keith Kitani is CEO and Co-Founder of
GuideSpark. He brings over 20 years of
digital communications and eLearning
expertise to creating, building and
leading GuideSpark as it transforms
workplace communications.

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