Topmost Tips for Terrific Telephony

Phone interviews are as important as in-person appointments; here’s how to be prepared.

By Rick Fromme

An early 20th century candlestick phone being used for a phone call.                   (Photo credit: Wikipedia)

Just as in-person interviewing is a craft and skill that would-be applicants can hone, so too is the ability to conduct a compelling telephone interview. Unlike being in-person interview, a telephone interview – without video conferencing – doesn’t allow you to read an interviewer’s facial expression or body language, which it can help both candidates and interviewers better understand each other.  But a well-prepared candidate can make a positively indelible impression over the phone as well as face-to-face. Says American entrepreneur, author, and humanitarian activist, Dan Pallota, “… Open yourself up to the possibility a phone call offers. Discover this remarkable device called the telephone. It will give you a serious competitive edge.”  

It’s important to regard the telephone interview as crucially as an in-person meeting. Often, a medical sales company or major medical facility has numerous candidates across the nation or a region vying for the same position. Conducting phone interviews with the top tier of candidates allows decision makers to cull the field down to its final few, and then invite its top choices for an in-person interview, thus saving time and money on travel expenses. If a candidate passes muster during the phone interview, it also facilitates setting up meetings with multiple decision makers that may need to meet individually with a promising candidate – hopefully you -- while she or he is on site. 

What’s On First?

At the outset, ask the interviewer how much time the interview should take. This will help you pace the conversation, and ensure you’ve covered your talking points during the conversation.

Also at the beginning of the conversation, show you’ve done your homework, but also seek out more information about the position. You might say something like, “I’ve read the position description, but I’d like to hear in your words what you’re [or, what the company is] looking for in an ideal candidate.”  Though  most phone interviewers have a set roster questions they intend to ask, they won’t be looking askance at this question, if it’s worded correctly and expressed with sincerity. 

Google Calendar 2006-11-26 (Photo credit: Arthaey)

If the call arrives unexpectedly, politely request a time in the near future to reschedule. You never want to be caught unprepared for this all-important conversation. You won’t sound   disinterested, but concerned about being prepared and ready for the interview. While this brief conversation isn’t an interview per se, the caller is still evaluating your sense of professionalism and your communication skills. 

Ensure you have created a quiet environment for your interview. This means dealing with any possible distractions in advance such as family members, pets, neighbors or even other phone calls coming into your call waiting queue. Not only will it be distractive, making you more nervous and less able to focus, but it also sends and unintentional message to the interviewer you’re not serious about the interview process and the job itself. Unless you know it’s an absolute emergency, don’t answer your call waiting queue.

Suit Yourself

Unless you’re skilled at communicating professionally over the phone, some career search specialists advise you to dress for success, even if you’re interviewing in the privacy of your own home. Donning your best interviewing attire helps put you in a business mindset and increase your confidence. Your entire demeanor — including your intonation, the verbiage you choose, and attitude you exude — will be positively affected. Of course, if using any type of video conferencing, you want to dress in conservative business attire. 

Another good practice is to shoot a test video of yourself in advance of your appointment time. This will allow you to playback the video to ensure the lighting is sufficient and that any items that might appear on-camera in the background aren’t in any way distracting or be perceived as possibly offensive.

Desirous Papyrus

My Reference Files (Photo credit: Tim Morgan)

At hand should be your résumé, your brag book with Condition/Action/Benefit vignettes. Los Angeles executive and career coach David Couper, author of  “Outsiders on the Inside: How to Create a Winning Career … Even When You Don’t Fit In!” recommends having a written list of five to ten short vignettes about yourself that illustrate your accomplishments. “If you say you managed a department with five people, you need to have a story about that,” Couper, who used to work in human resources at now-defunct consulting giant, Arthur Andersen says.  Additionally, you should also have a list of professional and civic awards, the cover letter you may have previously sent, a list of professional testimonials that others have written about you if you’ve received them; the job description, questions you’ve prepared to ask, and any other pertinent information (the research you’ve done about the company, etc.). Let’s face it: interviewing can be somewhat disquieting if not extremely distressing.  Having the above mentioned documents at the ready helps you recall — and importantly to recount — critical information and helps you stay focused.

Some pundits recommend standing up and walking around in the workplace you’ve created for conducting the interview. Doing so, they say, gives off a confident and energetic vibe. The one caveat is if you’re using a cell phone, moving around, even a couple of feet away from your desk, may cause a very embarrassing loss of signal or drop out. It's been known to happen. Just don't let it occur during your interview. 

English: Charger connectors of different mobile phones (from the left: Samsung E900, Motorola V3, Nokia 6101, Sony Ericsson K750)Motorola V3, Nokia 6101及 Sony Ericsson K750 (Photo credit: Wikipedia)

One way to prevent this is if you still have a land line, use that for your interview. Many also recommend telling the interviewer at the outset you’re on a cell phone in case the signal drops out or if the connection is altogether lost, it’s not totally unexpected. No matter what type of phone you’re using, ensure it’s fully charged or the battery has plenty of juice.

#E.T., Phone Home (Extra Tips for Your Phone @ Home)

Make certain you have the correct date and time for your appointment. Especially if the company or recruiter is located in another time zone, adjust your calendar accordingly so you’ll be punctual. This may mean having to get up early or work late to accommodate for East and West coast time differences, but do what you have to be on point at the allotted time.

English: "E.T Phonehome" (Photo credit: Wikipedia)

Ensure your phone’s outgoing greeting is professional sounding. Sure, having funny messages is great for your personal network — and there are some hilarious ones out there — but if you’re at all in the job hunt mode, re-record a more professional sounding one until you land a new position.

If another person is answering your phone, remind them to take a detailed message that includes the caller’s name, company, date, and why they’re calling. If you have little children at home, especially during business hours, it’s probably best not to have them answer incoming calls. 

  

Smile. It will improve your attitude and your enthusiasm will enhance the tone of your voice. Remember, the interviewer can’t see you, so like a great narrator of an audiobook or radio announcer, you’ll have to solely use your voice to portray your confidence and acumen. Some professional phone sales representatives have been known to hang mirrors at their workstations to periodically check to see they’re maintaining a facial expression that’s positive and upbeat when they’re on the phone.

Use the same etiquette as an in-person interview. Be certain to thank the interviewer for his or her time and express that you’re looking forward to that next round, in-person meeting.  You may also want to inquire what will be the next step in the interview/evaluation process.

“A well-prepared candidate can make a positively indelible 
impression over the phone as well as face-to-face.”

Listen attentively. Remember interviews are conversations, not interrogations. Take note of the questions the interviewer asks. These will become helpful when writing a compelling thank-you note after concluding the interview.  

Have a glass of water handy, but not too near important documents where normal interview jitters may cause

you to inadvertently spill it. Closed containers are best.

If you’re interviewing with several different people simultaneously, try to find out their names, titles and brief job functions in advance.

Don’t talk too much. “We have two ears and one mouth. Many people act as if it was the opposite,” Dr. Stephen Covey sagaciously quips. Watch the clock and don’t talk for more than one minute or 90 seconds at one stretch. Then pause at ask if more details would be useful.

Practical Practice

Consider practicing phone interviews in advance with friends or family members. If you have the ability to record the conversation, do so. There’s nothing more telling than listening to a playback of your mock interview.

Big Mouth (Photo credit: UpChuck_Norris)

Ensure you’re enunciating well and using good diction. For many Americans, it’s the consonants, now called plosives, which prove problematic, such as /d/, /t/, /b/, and /p/.  How to improve? One way is to try to emulate professional narrators and broadcasters. Be careful, however; you want to sound natural and not overly stiff. Another way is to recite tongue twisters such as, “Billy blows big blue bubbles that billow brightly in breeze.” Or, “Twelve twins twirled twelve twigs.” For sibilants (/s/ and /f/) try: “Susan Simpson strolled sedately in solitary since, stifling sobs, suppressing sighs,” and “Fresh fried fish, fish fresh fried, fried fish fresh, fish fried fresh.” Here’s a great website of tongue twisters: www.esl4kids.net/tongue.html. Before the interview, to warm up your voice, mouth and throat muscles, and tongue before the all-important phone call, say a few of these aloud. Even better, memorize or invent your own to recite regularly. After all, preeminent pundits posit proper practice promotes professional proficiency.

Rick Fromme combines entrepreneurial enthusiasm with an insider's knowledge of the medical industry to co-found MedMasters.com. Both his drive and perspective helps provide health care professionals with a superior mechanism with which to communicate, network and market their strengths. Prior to founding MedMasters.com, Rick operated a highly successful medical device distributorship. Other milestones in his 12-year career in the medical industry include a key position at a medical device start-up company that was later sold to the Ethicon Endo division of Johnson & Johnson. You may also reach Rick by connecting with him on Facebook, Twitter, Google+, LinkedIn and YouTube. 

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Questions to Ask During a Job Interview

By Rick Fromme

Job Interviews (Photo credit: World Relief Spokane)

A job interview should be a conversation, ideally a constructive dialogue, where both you and the prospective employer become better acquainted. You've done your homework, researched the company, prepared your CAB (Condition Action Benefit) scenarios, wisely chosen your wardrobe so you'll be well prepared for the interview. You'll also want to be certain to prepare a list of intelligent questions to ask during the interview as well.

By asking thought-provoking questions during the interview, you can not only acquire valuable information about the position, but also distinguish yourself from the rest of the applicants. Of course, the more research you do in advance, you'll be more prepared you'll be to ask sagacious questions about the company's recent news, blog posts, product launches, plans, etc. Doing so demonstrates you've familiarized yourself with the company and that you're genuinely interested in the position, which in turn,  gives the interviewer a heightened sense of confidence in you as a solid candidate.

Asking discerning questions, "means that you're thoughtful about the process and that you're very interested in the position because you took the time to think of questions that would be substantive," says Cheryl Palmer, a career coach and founder of the career coaching firm Call to Career.

To Ask or Not to Ask, That is the Question

after yet another job interview (Photo credit: Dani P.L.)

There is a caveat, however. Aside from not being prepared to ask any questions at all, there are questions that should not be asked. Among these are about remuneration (especially during the initial interview), training programs, and asking questions whose answers you can easily obtain on the Internet and/or other readily available resources ... aside from obvious faux pas such as what's the CEO's astrological sign and if you can bring your pet to work. Especially during an initial interview, there are questions that oughtn't be asked:

• May I do this job from home? If it's a telecommuting position, it would've been stated in the job description. Occasionally, employees who've held a position for a long period are allowed to telecommute, but this isn't a concession you should ask for during a first interview.
• What does your company do? Avoid asking any questions about the company that you could have researched beforehand on the firm's website.
• What is your vacation policy? Don't discuss previous commitments before being offered a position.
• Did I get the job? This question puts employers on the spot and makes you appear impatient.
• What is the salary for this position? Never ask this question during an initial interview. Even somewhat flexible regarding salary, it's best not to discuss remuneration until you're offered a position.
• What type of benefits does your company offer? Wait until you're offered the position before asking about benefits.
• How many hours will I be expected to work each week? Will I need to work on weekends? Questions about hours and extra work imply you're hoping to work as little as possible.
• How long do I have to wait to get promoted? This question implies you're not interested in the position for which you're applying, and that you're merely waiting to be promoted to something better.

Query Theory

What to ask? Any question that shows you’ve done your research. Ask about the progress made on that planned acquisition, expansion into a new market, new

product in development, etc. Ask astute questions about the position itself. Inquire about the progress made on that planned acquisition, expansion into a new market, new product in development, etc. Any question that shows you’ve done your research. Well-crafted questions, germain to each position to which you've applied, are critical to each interview. It’s even better if you take brief notes after obtaining answers to each question. Here are some questions to ask and why they're important:

• What is the top priority for the person in this position over the next three months? This shows your interviewer, you’re ready to roll up your sleeves from the get go. This will help you determine what to initially focus on if you are hired for the position and how to make the right impression during your first days, weeks and months on the job. And it allows you time to prepare for that critical probationary period while your new bosses and colleagues size you up.
• Who will be on my team if I’m hired for this position? This demonstrates you’re expecting and willing to be a team player, and gives you time to research your team. Knowing who your colleagues are and what they do may help you better prepare for a call-back interview.
• What are the next steps in the selection process? This will give you a timeline and, again, help you better prepare for the next round of interviews.
• How has this position evolved since it was created? Obtaining a brief history of the position should clarify whether the position has expanded or has been stagnant over the past several years.
• What have past employees done to succeed in this position? Knowing how the company measures achievements will help you understand its expectations and whether you have the skill sets to achieve them. But don't undermine your past accomplishments just because your route to success doesn't match up with the one embraced by the company. "You also don't want to be too narrowly defined by what other people have done. Because you're a different person, you may approach things a little differently," she says.
• What have you enjoyed most about working here? Your prospective boss can relay what he or she values most and what led to his or her personal success with the organization. Then, you can internally ruminate about whether you share the same values and can envision yourself working there.
• What are some of the opportunities for growth here?
  
  This demonstrates you're committed towards nurturing and developing your skills over several years with the firm and that you intend to make a long-term engagement with the company.
• What are some challenges that will face the person filling this position? You owe it to yourself to know what you're up against. The drawbacks may differ depending on whether the position is managerial or entry-level.
• What are the qualities of successful managers in this company? If you're interviewing for a managerial position, you'll want knowledge of the skills and core competencies the company treasures in a leader, says David Lewis, founder and president of Operations Inc., a Connecticut-based human resources outsourcing and consulting firm. If excellent people skills and multitasking top the list, emphasize how you've demonstrated those traits throughout your career.
• How closely do I fit your qualifications for this position? This question allows the interviewer to let you know if there are additional factors they’re looking for in a candidate that may not be mentioned in the job description. You’ll get a chance to address those factors, and you’ll show your interviewer that you’re open to constructive criticism.
• Do you have any hesitations about my qualifications? Asking a question like this lets the interviewer know that you're secure enough to openly discuss your vulnerabilities. It also signals confidence and the ability to be coached, says John Kador, author of "301 Best Questions to Ask on Your Interview." "Coachability is a hugely attractive attribute as far as the interviewers are concerned," he says. Similarly, according to Matthew Cohen, Energy Practice Leader, Direct Recruiters Incorporated, there is one penultimate question that needs to be asked before concluding any interview: Is there anything in my background that would prevent me from being successful in this position? This imperative interrogatory gives the interviewer an opportunity to address his or her concerns about your qualifications and allows you to alleviate them before concluding the interview. Cohen feels too many applicants neglect asking this all-important question, whereas positing it may make between obtaining a job or not. Asking this lets the interviewer know you're secure enough to openly discuss your vulnerabilities.
• What are the next steps in the selection process? This will give you a timeline and, again, help you better prepare for the next round of interviews.
• How do you prefer I follow up? This allows the interviewer a chance to let you know how he or she does – and does not – want to hear from you. Everyone has communications preferences. Some have tight schedules and prefer communicating via email, allowing for minimal interruption. Others would rather speak directly than wait hours for a response, so they’re more apt to take a phone call. In some instances, especially if it's a large corporation, you'll not hear back from the interviewer at all, but someone in human resources who perhaps may be in another city. Giving your interviewer a chance to fill you in on communications preferences shows you respect others’ time and likely are flexible and easy to work with.

Other questions you may want to consider:

• The first 30 days are very important for me to meet as many team members as possible. How will you recommend I do that?
• I'm very self-motivated. How will you measure my success in this position after one full year?
• What are the top three skills or experiences you are looking for that may not be mentioned in the job description?
• Of all of the people who have worked for you, what are the key characteristics of those who have stood out as great performers?
• I admit I’m a perfectionist in some areas. What are the aspects of this position that absolutely require precision and attention to detail?
• Of all of the criteria you have outlined for this position, what are the top three in stack rank order?

The position we are discussing is something I am very excited about. Can you give me feedback on how I am meeting your qualifications and if I will proceed to the next level of the hiring process? This is called "going for the close" or "asking for the order" in sales jargon.)

A job interview is a conversation, not an interrogation. By asking intelligent questions, you can obtain a much better understanding of the position and the company at-large, and to that extent, determine whether or not you'll want to work there. Be sure to demonstrate strong communication skills (articulate speech; give a succinct, well-thought out answers; maintain good eye contact; listen attentively; project positive body language; etc.). As Lou Holtz, the celebrated collegiate and NFL football coach once said, "I never learn anything talking. I only learn things when I ask questions."

 

Rick Fromme combines entrepreneurial enthusiasm with an insider's knowledge of the medical industry to co-found MedMasters.com. Both his drive and perspective help provide health care professionals with a superior mechanism with which to communicate, network and market their strengths. Prior to founding MedMasters.com, Rick operated a highly successful medical device distributorship. Other milestones in his 12-year career in the medical industry include a key position at a medical device start-up company that was later sold to the Ethicon Endo division of Johnson & Johnson.You can also reach Rick by connecting with him on Facebook, Twitter, Google+, LinkedIn and Youtube. 

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