The Converae of in-Petison Newn fhath hamicw ow titesul with the uncom Communieation forable dew dothes the ned to make on initant - Know when a topic has been covered fand whent silences by simply continuing to talk. interisew a a job intervew, and interviewi conducted on the phone pose all the chalenges of a face to tace interiew - and then rome You need to take phone intervieming semousy becouse today many corpora: tions ure them to preicren applicants and more. importanth, because some Hi departments tely on phone intemiews exclusvely So, if you get imited to ? telephone interview, heve are a few tips to remember. - Keop track of the time. Because most interviewn - I'm not looking to be sold. [I want] eat topics thoroughly and a couple in falty dere to get an accurate view of your detal But no matter what you're talking about to experience." conscious of how long you've been talking abou. it. Err on the side of conciseness - if the intivis. wants to know - Answer the question instead of trying to sellyouret. Oon't be afraid to discuss areas where you need (and want) further development. "Tm not looking (and want) further development." be sold," says Aberham. "(I want] to get an accurate view of your experience." - Talk about "me" not "we" Don't get into the habnd saying "we" instead of "7" throughout the intervien unless youre trying to show how you led a group in accomplishing its goals. Take "ownership" of whun you did. "Showing ownership," explains Aberham. "helps me figure out if. ... your contributions are appropriate for the work we're thinking of having you do: - Be concrete instead of abstract. Don't give a hypothetical answer to a specific question. The quickest way to fail a 'Tell-me-about-a-time-wher ... question," advises Aberham, "is to give me a Here's-what-\%would-do-in-that-situation... answer.... If [l ask you] to describe a situation you've never handled, let me know, and I'll pick? different question." - Don't ask "How'di dor" Interviewers usually dont 180 PMRT Two: Cecision Haking in Hluman Rescurce Mandgenest mind giving you some feedback about the math between your skills and experiences and the employer's needs, but they're rarely ready at the end of a phone interview to tell you what they're going to do next about you. And Aberham particularly doesn't like it when something like, "How'd I do?" is the only question you have for him..52 Serving thw Guesth foulsm is propected by some eupers roibe the woridr iogent epraloger watuin the nent fere yeais While meut think of the thave ond tounham indury hates, the inpoct of the growing nymber of visitors roples ovt acros national ecenorves to unewpected aresi nuch at jobs in retall constriction and manu: facturing. The challenge for ary linternationgl destina bisn a to teach employees about the key diflerences. that a nonnative traveler will have that ahouid be accommodased when that traveler amives at a service experience. Whether the hisue is one of langasge. customs or service espectationc, the errploye: serving the international cwstomer must be alert fo the many variations that differeat vavelens will bring. HR often plays a major role in addresing these issues a good example. This tragk act of terrotism cre." "Crossing the border to a foreigg. The post-9/11 period in the United States is ated a surge of patriotim that spamed nearly all country is always a little stressful. Americans in all jobs. This become an especialiy It important issue for the Amerikan savel and tour- like some countries make ism industiy as Ameican employees noeded to it stressful on purpose, while othen? display special sensitivity to intemational traveltry hard to make you feel welcome: publicly hostile to the United States. Some of those travelers, when encountering this patriotism, found - Avorymoes istakntimertinta it at least mildly uncomfortable and sometimes An astute manager of a business-class hoted inthe. frighteningly hostile. This problem was more likely ofter the travelers left entry cities such as New York or Los Angeles and sthation and provide etra training to senstite erpolpe traveled to other locations perhaps less accustomed Unfortunately not every manager is astute and owide. to dealing with intermational guests Even at portal the major pors of entry to the United Stanes ther toe destinations, however, traveless reported checking been reports of stuations where the hospelily to ersa. with a desk agent wearing an American flag and awoccoming atmosphere forall vistors was rot sowel done ff fan organization is suppesed to be providinga a lopel button displaying an aggressively patriotic sevice to all oustomens then it is incumbert on musuge slogan. On the streets, people were fying filogs on to ensure that employees are prepared for the vestost? private residences and commercial bulldings, and customers. patriotic auto bumper stickers were everywhere. To for example, Houston hosts many business sy some foreign travelers coming to the United States to tourist visitors from Mexico and other countrie : conduct business or vacation, this display was at least Latin America and South America. To help enset a little intimidating proper hospitality, most large hotels in the city PARF FHete Managing the Feshing Worblored pye Spanish-speaking employees available at all THINK IT OVER tomes. Similarly, large car rental operations such as Hertr and Avis try to have multilingual employees 1. If you have traveled to another country or are a ch hand at major airports in cities greeting lots of traveler from another county, what reactions did international visitors. In general, organizations that you have to the things you saw and the people gerve international customers are well-advised to you first met upon entry into the foreign country? gnsure that their employees are provided training How did these affect your feelings about and and other assistance in managing those customers' perceptions of the country you entered? experiences so that they and those around them are 2. Identify local businesses near you that serve a diverse clientele and note examples of how they wtisfied. engage with that clientele