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Tough Interview Questions & worth answers !

2011-10-12T23:06:00.000-07:00

The Best Answers to Tough Interview Questions

Tell me about yourself.

This is really more of a request than a question. But these few words can put you on the spot in a way no question can. Many quickly lose control of the interview during the most critical time- the first five minutes. This is not the time to go into a lengthy history or wander off in different directions. Your response should be focused and purposeful. Communicate a pattern of interests and skills that relate to the position in question. Consider your response to this question as a commercial that sells your autobiography. Provide an answer that includes information about where you grew up, where you went to school, your initial work experience, additional education and special training, where you are now, and what you intend to do next. One of the most effective ways to prepare for this question is to develop a 60-second biographic sketch that emphasizes a pattern of interests, skills, and accomplishments. Focus your response around a common theme related to your major interests and skills. Take, for example, the following response, which emphasizes computers.

"I was born in ___ and attended xx High School. Ever since I was a teenager, I tinkered with computers. It was my hobby, my passion, and my way of learning. Like most kids I enjoyed computer games. When my folks gave me a computer as a reward for making honor roll my sophomore year, I mastered DOS, Windows, and WordPerfect within six months. I then went on to teach myself programming basics.

By the time I graduated high school, I knew I wanted to study programming. From that point on, everything fell into place. My life revolved around computing. By my junior year at Syracuse, I decided I wanted to work for a major software manufacturer. That is why I had an internship last summer at FastTrack Software.
I now want to work for a major player so I can be at the forefront of breaking trends and new technology. When my college roommate told me about his start in your department, I hounded him until he helped me get a referral, which brought me here today.
I am prepared to answer any questions you may have about my education and experience."

This response sets a nice tone for starting the interview. The interviewee is able to say a lot within 60 seconds by staying focused. The message is clear: the interviewee has both passion and focus relating to the position. He stays on message and concludes by leaving the door open for additional questions about his education and experience. Unfortunately some candidates get off on the wrong foot by rambling on for several minutes about their childhood, family, hobbies, travels, and interests.

Repeat Key Accomplishment Statements
Throughout the interview you will be asked numerous questions about your attitude and ability to do the job. Whenever possible, talk about your accomplishments in terms of what you did and the results of your actions for employers. Give examples of your effectiveness, which should include specific skills and statistics.

Where do you see yourself five years from now?

This open-ended question is one of the most difficult and stressful ones job seekers face. Employers ostensibly ask this question because they are looking for people who know what they want to do and who are focused on specific professional goals. If you lack goals, you will have difficulty answering this question. Be sure you arrive at the interview with a clear vision of what you want to do today, tomorrow and five years from now. Be consistent with the objective on your resume and the skills and accomplishments you're communicating to the interviewer. Your answer should be employer-centered. For example,

"In five years I hope to be working with an employer in an increasingly responsible position, that enables me to utilize my talents and work closely with my colleagues in solving important problems. I see myself taking on new and exciting challenges in an enjoyable environment and hopefully this will be with your company."

Do not indicate that you hope to start your own business, change careers, or go back to school. Such responses indicate a lack of long-term interest since you do not plan to be around for long. While some may respond that they honestly haven't really thought that far ahead, the interviewer infers that the applicant lacks vision and goals.

Describe a major goal you've set for yourself recently.

Give an example of a goal you both set and achieved. Ideally, this should be a professional goal; such as improved time management skills, achieved new performance targets, or learned a new skill. A personal example can also be appropriate if it reinforces your pattern of accomplishments. For example, if you take a great deal of initiative and quickly move into leadership positions, you might use a personal example relating to your recent community work: organized a community walk-a-thon that raised $30,000 in matching funds to purchase new computers for the local library. Talk about results of achieving your goal. This indicates you set realistic goals and that you can focus on outcomes. Select an example that has interesting outcomes related to your efforts. The example should showcase your skills and abilities.

Now that you've had a chance to learn more about us, what would you change about our company?

Be careful here. Most companies don't want you to come in and shake up the place. At the same time, they don't want someone who says, "Nothing, everything looks great here." Seek a middle ground by focusing on one or two non-threatening issues that may have come up in your discussions. For example,

"From our discussion of the problem with the southwest accounts, I think we should look into the possibility of consolidating them the LA office. However, I think we need to do a thorough cost-benefit analysis of this region before making such a move. We may find the Phoenix office to be more beneficial."

Such an answer indicates you are open to making changes but you also have a certain non-threatening decision-making style. Your response should sound sensible and innovative.

We all have weaknesses. What are some of your major weaknesses?

This is not the time to confess all your problems nor to confidently say you have no weaknesses. The best way to handle this question is to mention personal weaknesses that are outside the job or a professional weakness that you have already improved upon. For example,

"I have a real weakness for chocolate that tends to go right to my waist! I'm watching my calories carefully these days!" or "I've never been good with accounting. I'm glad this job doesn't involve accounting." Or "I have a tendency to take on too much on my own. I am working on this by delegating more."

What type of decisions do you have difficulty making?

Show that you are generally decisive but mention that there are situations that give you time to pause or you are learning how to better make decisions. For example,

"I sometimes have difficulty choosing between two equally good ideas." or "I used to have difficulty saying 'no' to people until I learned to better set priorities."

What is your biggest failure?

Focus on something outside your work or something that happened on the job that you later fixed. Do not admit to any personal quality that might hamper job performance, such as procrastination, laziness or lack of concentration. Choose something that will not reflect badly on your ability to perform in the given position, such as one that took place early in your career. For example,

"My biggest failure was not being selected as a SEAL because I was diagnosed with night vision problems. When I was 18, all I wanted to be was a SEAL. But I'm glad I didn't, because I may have overlooked an exciting career in information technology" or "When I was working at CL Advertising Associates, I lost the $2 million Jettler account after only six weeks on the job! I felt awful and thought I would be fired. I was determined to get the account back and did after six months. Today the account makes up 1/3 of CL Advertising."

What are the major reasons for your success?

This is not the time to become extremely self-centered and arrogant. Keep in mind that employers are often looking for team players rather than Lone Rangers. A good response to this question may relate to a mentor/and or philosophy of work or the people you work with. Also, use this question as an opportunity to inquire about an appropriate "fit for success" with this company. For example,

"Many years ago I learned an important lesson from Bob Nelson, who was my first supervisor and really became my most important mentor. He told me his secret to success was to 'Look at each day as a new opportunity to be your very best. Set high goals, be honest, never say no, and work with people who share your passion for doing their best.' I've always remembered that advice and try to live it every day. I am very self motivated, determined and honest. I really love what I do and I try to surround myself with people who share similar passions. I thrive on this type of environment. Am I likely to find this environment with your company? Can you tell me a little more about the characteristics of successful people at your company? What do you see as some of the key success factors for this position?"

We're considering two other candidates for this position. Why should we hire you rather than someone else?

Do not be distracted by the mention of two other candidates, you don't know anything about them and they could be fictitious. Focus on what strengths you bring to the table. These should be consistent with the four things most employers are looking for in candidates during the job interview: competence, professionalism, enthusiasm, and likability. Remember, they are looking for chemistry between you and them. Be prepared to summarize in 60 seconds why you are the best candidate for the job. Also, let the employer know you want the job and you will enjoy working with them. A lack of interest in the job may indicate a lack of enthusiasm for the job and them.

How do you spend your free time?

This question may have several purposes. The interviewer may be just curious about your personal life without getting into illegal questions. He may also want to know how well rounded you are in your personal and professional lives. Focus on some of the standard hobbies or activities that most people engage in: golf, tennis, boating, reading, music, opera, collecting, gardening, or cooking. If you are operating a home-based business as a sideline, you may not want to reveal your entrepreneurial spirit-it may indicate you are planning to leave and go solo as soon as the business starts doing well.

Source: Haldane's Best Answers to Tough Interview Questions, Bernard Haldane Associates, 2000.

Why do you want to work in this industry?

Tell a story about how you first became interested in this type of work. Point out any similarities between the job you're interviewing for and your current or most recent job. Provide proof that you aren't simply shopping in this interview. Make your passions for you work a theme that you allude to continually throughout the interview.

"I've always wanted to work in an industry that makes tools. One of my hobbies is home-improvement projects, so I've collected a number of saws manufactured by your company. I could be an accountant anywhere, but I'd rather work for a company whose products I trust."

How do you stay current?

Demonstrate natural interest in the industry or career field by describing publications or trade associations that are compatible with your goal.

"I pore over the Wall Street Journal, the Times, Institutional Investor, and several mutual fund newsletters. And I have a number of friends who are analysts."

Why do you think this industry would sustain your interest in the long haul?

What expectations or projects do you have for the business that would enable you to grow without necessarily advancing? What excites you about the business? What proof can you offer that your interest has already come from a deep curiosity-perhaps going back at least a few years-rather than a current whim you'll outgrow?

"The technology in the industry is changing so rapidly that I see lots of room for job enhancement regardless of promotions. I'm particularly interested in the many applications for multimedia as a training tool."

Where do you want to be in five years?

Don't give specific time frames or job titles. Talk about what you enjoy, skills that are natural to you, realistic problems or opportunities you'd expect in your chosen field or industry, and what you hope to learn from those experiences. You shouldn't discuss your goals in a fields or industry unrelated to the job you're applying for. This may sound obvious, but too many candidates make this mistake, unwittingly demonstrating a real lack of interest in their current field or industry. Needless to say, such a gaffe will immediately eliminate you from further consideration.

"I'd like to have the opportunity to work in a plant as well as at the home office. I also hope to develop my management skills, perhaps by managing a small staff."

Describe your ideal career.

Talk about what you enjoy, skills that are natural to you, realistic problems or opportunities you'd expect in this particular job or industry, and what you hope to learn from those experiences. Avoid mentioning specific time frames or job titles.

"I'd like to stay in a field related to training no matter what happens. I was too interested in business to work at a university, but I believe that teaching is somehow in my blood. I've been good at sales because I took the time to educate my clients. Now I look forward to training the new hires."

Tell me something about yourself that I didn't know from reading your resume.

Don't just repeat what's on your resume. Think of a talent or skill that didn't quite fit into your employment history, but that's unique and reveals something intriguing about your personality or past experience.

"You wouldn't know that I've managed my own small portfolio since I was sixteen, but I believe that it's important for you to understand my interest in investment sales. I've averaged a 12 percent return over the past eight years."

Tell me what you know about this company.

Describe your first encounter or a recent encounter with the company or its products and services. What would be particularly motivating to you about working there as opposed to working the same type of job in a different company? The recruiter will look for evidence of genuine interest and more than just surface research on the company. Reciting the annual report isn't likely to impress most recruiters, but feedback from customers and employees will.

"I served as an intern to a restaurant analyst last summer, so I followed all the steak-house chains closely. What you've done especially well is focus on a limited menu with great consistency among locations; the business traveler trusts your product anywhere in the

U.S.

I'm particularly interested in your real-estate finance group and expansion plans."

What have you learned about our company from customers, employees, or others?

Describe how your interest has grown from personal dealings with the company representatives. Think creatively in preparing for job interviews. For example, prior to your job interview, speak with retailers or workers at other distribution points about the company's product line. What can they tell you? Give one or two examples of what you've learned to explain why you're interested in this company. What's the most compelling example you can describe to prove your interest?

"I actually called several of the key accountants mentioned in your brochure. Two of the customers I spoke with explained why they continued to buy from you year after year. Your distribution operation is phenomenal. Are there any service improvements you think could still be made?"

Tell me what you think our distinctive advantage is within the industry.

Describe things you believe the company does very well, particularly compared to its competition. Explain how the financial strength of the company is important.

"With your low-cost-producer status and headquarters operation in a low-cost area of the country, you seem in a better position to be able to spend aggressively on R&D, even in a down year compared to your closest rival."

What other firms are you interviewing with, and for what positions?

Often the candidate will try to impress the employer by naming some large firms in unrelated industries with completely different types of jobs. This is a big mistake! What employers want to hear is that you're interviewing for similar jobs in the same industry at similar firms (such as their competitors). This illustrates that you're committed to finding a job in your field of interest and are likely to be a low-risk hire.

"Actually, I've definitely decided to pursue a career as a restaurant manager, so I'm applying for restaurant management-training programs. I've recently had interviews with several other large national fast-food chains, such as Super Burger and Clackey's Chicken."

Do you believe you're overqualified for this position?

Most people don't expect to be asked if they have a great deal of experience. This question could quite easily catch a candidate off guard, which is exactly the interviewer's intention. The candidate doesn't hesitate in answering this question and shows complete confidence in his or her ability.

"Not at all. My experience and qualifications make me do my job only better, and in my opinion, my good design skills help to sell more books. My business experience helps me run the art department in a cost-efficient manner, thus saving the company money. Finally, I think I'm able to attract better freelance talent because of all my industry contacts. My qualifications are better for your company, too, since you'll be getting a better return for your investment. Again, I'm interested in establishing a long-term relationship with my employer, and if I did well, I would expect expanded responsibilities that could make use of even other skills."

What would you do if one of our competitors offered you a position?

The interviewer is trying to determine whether the candidate is truly interested in the industry and company, or whether he or she has chosen the company randomly. Contrast your perceptions of the company with its competitors, and talk about the company's products or services that you've encountered. In the long run, which players do you believe are most viable and why? This is also a good place to ask the interviewer for his or her opinion.

"I'd say no. I'm not interested in other players in this industry. I want to work for Nike because I won a number of races wearing the Nike brand. Because of my positive experience with Nike, I know I'd be convincing selling your product to retailers."

What's your dream job?

This is your ideal chance to sell your aptitudes that fit the job description. Show an interest in finding new ways these skills can be put to use in a new job with additional responsibilities. Tie in the industry, size of company, or other factors where appropriate.

"My dream job would include all of the responsibilities and duties in this position you're trying to fill. I also thrive in a fast-changing environment where there's business growth. Your plans call for expanding internationally during the next year, and this would satisfy one of my ultimate goals of being involved in an international corporation."

What motivates you to do this kind of work?

The interviewer will want to know about your belief in the products or services of the company. Use personal experience to demonstrate your interests and strengths. In an interview for your ideal job, you'd be highly motivated to get paid for working at something you liked. The interviewer will want to know if your natural interests are compatible with its particular job.

"I've been fortunate in my own schooling; I had wonderful teachers. I want to be that same kind of teacher-who not only encourages kids to learn but also sets an example that inspires others to want to teach. In the long run, that's our best chance of turning around the quality of education in this state."

Why should I hire you?

Don't repeat your resume or employment history. Offer one or two examples to explain why you're talking to this particular company. What's the most compelling example you can give to prove your interest? This question often remains unasked, but it's always in the back of the recruiter's mind. Even if this question isn't asked, you should find an opportunity to use your prepared response sometime during the interview, perhaps in your closing remarks.

"My uncle had a company that was a small-scale manufacturer in the industry, and although he later sold the business, I worked there for five summers doing all sorts of odd jobs. For that reason I believe I know this business from the ground up, and you can be assured that I know what I'd be getting into as a plant manager here."

What are your strengths?

Describe two or three skills you have that are most relevant to the job. Avoid clich�s or generalities; offer specific evidence. Describe new ways these skills could be put to use in the new position. If you have to talk about weaknesses, be honest without shooting yourself in the foot-avoid pointing out a weakness that could be a major obstacle in landing the job. For example, it might be wise to mention you barely have the required work experience for the job; the interviewer has surely noticed this much, and then you can explain how you're qualified nonetheless.

"My strengths are interpersonal skills, and I can usually win people over to my point of view. Also, I have good judgment about people and an intuitive sense of their talents and their ability to contribute to a given problem. These skills seem to me directly related to the job. I notice that you require three years' work experience for this job. Although my resume shows I've only two years' experience, it doesn't show that I took two evening college courses related to my field and have been active in one of the professional societies. I also try to gain knowledge by reading the industry's trade journals. I'm certain that my combined knowledge and skill level is the equivalent of that of other people who do have three years' of work experience. I'm also currently enrolled in a time-management course; I can already see the effects of this course at work on my present job."

How do you explain your job success?

Be candid without sounding arrogant. Mention observations other people have made about your work strengths or talents. This question is similar to the question "What sets you apart from the crowd?"

"I never assume our customers are satisfied with our product, so I do my best to follow up with every customer. This feedback has provided valuable insight into the quality and characteristics of our products. The customer, as well, always appreciates this follow-up, especially when something hasn't gone right and you still have the opportunity to correct it on a timely basis. In addition, I'm able to pass on information to our design and production units to help improve both process and product."

Would your current boss describe you as the kind of employee who goes the extra mile?

Be ready to offer proof that you persevere to see important projects through and to achieve important results. Share an example that demonstrates your dependability or willingness to tackle a tough project. If you describe "long hours of work," make sure you demonstrate that the hours were productive, and not just the result of poor time management.

"Absolutely. In fact, on my annual evaluations she writes that I'm the most dependable and flexible person on her staff. I think this is mostly because of my ability to juggle and prioritize. Would you like an example?"

Tell me about a time you didn't perform to your capabilities.

This question forces the candidate to describe a negative situation. Do so in the context of an early career mistake based on inexperience; then demonstrate the better judgment you now have as a result of that learning experience.

"The first time I had to give a presentation to our board, I failed to anticipate some of their questions. I was unprepared for anything other than what I wanted to report. Now my director and I brainstorm all the what-ifs in advance."

How do you manage stress in your daily work?

It might be helpful here to describe a stressful project you've worked on and the specific actions you took to organize each step and see the project through. How do you keep yourself calm and professional under pressure?

"I try to get out for lunch at least once during the week to clear my head. I also have a personal rule that stops me from reacting to a problem until I feel calm about it. I think, then act-but I've learned to do that over time."

How do you regroup when things haven't gone as planned?

Describe a time when some obstacle forced you to change your original plan, but you were still able to achieve the desired result. Did you rally the support of others to make this happen? With hindsight, how might you have better predicted the obstacle?

"I start by trying to imagine the worst possible outcome; then I back up and identify precautions I can take to avoid that scenario. In this way I usually end up with a result close to the original goal. The training example I described earlier is proof of that skill."

Why is service such an important issue?

The interviewer is trying to determine if the candidate understands the importance of customer service in establishing a positive image in the marketplace, and its impact on new business sales. Outstanding customer service is also a great help in establishing long-term clients and repeat business-the profitable company's bread and butter. The longer the relationship, the greater the possibility for profit.

"Service is a major contributor to customer satisfaction. Just as important as, or maybe even more important than, cost. If a customer isn't receiving a level of service that meets or exceeds his or her expectations, that customer won't be a customer for very long. In addition, that customer's experience with your company may affect how potential customers in the marketplace view your company. People do talk and share information. This may affect not only profits but future sales as well. In many instances service may be the one thing that distinguishes a company from the competition. A bad reputation for service may compromise a company's position in the marketplace."

Tell me about a time when you had to deal with an irate customer. How did you handle the situation?

How you react when others lose their temper or become upset is very important in most positions, especially those in service industries. The interviewer will be looking for evidence of your aptitude for work that involves a great deal of contact with the public. Give an example of a time when you were faced with a difficult person and how you handled it. Your answer should illustrate your maturity, diplomacy, and awareness of the needs and feelings of others.

"My customer service position at the telephone company involved dealing occasionally with irate customers. When that happened, I'd try to talk in a calm, even voice, in order to get the person to respond in a businesslike manner and focus on trying to resolve the situation. Most times I was able to rectify the problem and pacify the customer, but I remember one incident in particular in which the caller became verbally abusive. I tried to remain calm and professional and not to let my personal feelings enter into the situation. I didn't respond to the abuse, I just made a not of it and continued to help he customer as best I could. When the abuse persisted, however, I politely asked him to call back and ask for my manager, because at that point I knew I shouldn't resolve the problem."

How do you manage your work week and make realistic deadlines?

To answer this question effectively, describe in detail how you establish priorities, set deadlines, and determine schedules.

"I always reserve two hours of dead time every day to handle any unanticipated problems that may occur. I used to plan for eight or nine hours of project time, but now I find that I'm able to manage my own projects, as well as whatever my boss and staff need from me."

What personal skill or work habit have you struggled to improve?

This question is similar to "Describe a professional skill you've developed in your most recent job." However, here you probably want to discuss an improvement from the earliest days of your career or from your relatively distant past. Make sure you convince the interviewer that this particular work habit is no longer an obstacle.

"I had to learn to say no. I used to be helpful to the point that other staff abused my goodwill. Now I offer to help by countering with something I'd like help on in return. On balance I believe the trade-off is more equitable, and cooperation in our office has improved over time."

What color is your brain?

Be aware that you'll probably be asked zany questions. The point is not to stump you, but to find out what makes you tick. When the standard interview questions are asked, people are prepared, and it's harder for the recruiter to get to know the real person. An advertising recruiter, for example, tries to avoid this. There is no right or wrong answer to this type of question. In fact, the recruiter won't even really care what your answer is. He or she just doesn't want to hear something like, "I don't know, I guess it's blue because that's the way I imagine it." The point is to see how creative you are and how you think. Be sure to explain why you answered the way you did.

"My brain is red because I'm always hot. I'm always on fire with new plans and ideas."

If you got on an elevator where everyone was facing the back, what would you do?

Interviews in creative fields like advertising and graphic design are different from other types of job interviews. Advertising recruiters tend to have a different interview style and process, usually conducting more of a behavioral interview. Recruiters ask questions like these to figure out what your behavior might be in a particular real-life situation.

"I think I'd face the front anyway and say aloud, 'It's really much more comfortable facing forward, you know.' "

What's the most creative or innovative project you've worked on?

Provide examples of your initiative and resourcefulness. Discuss how your leadership skills have helped you accomplish your goals. Give a specific example that shows a creative, new, or unusual approach to reaching your goals.

"During my summer job at Cellular One, I noticed that the sales inquiries were distributed haphazardly to all the marketing assistants in the office. I decided to set up a system grouping inquiries according to region or according to company size. This approach enabled the entire marketing team to come up with better and more creative solutions to our sales problems."

Consider the following scenario: You're working late one evening and are the last person in the office. You answer an urgent telephone call to your supervisor from a sales rep who's currently meeting with a potential client. The sales rep needs an answer to a question to close the sale. Tomorrow will be too late. You have the expertise to answer the question, but it's beyond your normal level of authority. How do you respond?

This response shows that the candidate is confident in his or her ability and can be counted on in an emergency. Similarly, your answer should indicate that you're not afraid to be the decision maker in a tough situation, even if the situation's beyond your normal level of authority.

"I'd get all the pertinent information, taking well-documented notes. I'd answer the question based on my knowledge and the information provided. I'd leave my supervisor a note and fill him or her in on the details the next morning. I'd be sure to explain my decision, as well as the thought process behind it."

Give me proof of your persuasiveness.

This is a question about leadership, but try not to use an example in which you were the designated leader. If possible, describe a time when you didn't really have authority but instead used your powers of persuasion to get people on your side. Describe your goal and the outcome of your efforts. Why did people trust or believe you?

"During my summer internship I was assigned the task of conducting a benchmarking study for all the communication expenditures for a major utility. I had to get the consensus of employees in several different departments. Unfortunately, they resented the fact that I was just a summer intern, and they refused to cooperate. I had to schedule individual meetings with every employee and persuade each one that I was doing what would be ultimately to his or her own department and to the company. After a frustrating month, I finally got everyone's cooperation, the project went flawlessly, and in the end I received a bonus for my efforts."

What's your most productive or ideal work setting?

The interviewer wants to know the impact that the candidate's working environment has on his or her job performance. How well would you fit the position, physical layout of the department, and attitudes of the particular work group? Emphasize your ability to work in a variety of settings and how you've managed to be productive in less-than-ideal work environments.

"I like having at least one hour of uninterrupted time in the early morning to plan my day. I usually start around 7 a.m. Otherwise, I enjoy an office with open doors, constant feedback, and lots of energy and activity. It helps me work more productively when I sense how busy everyone else is, too."

Do you prefer continuity in structure or frequent change in your daily work?

Your answer should be consistent with the job description. Describe environments that have allowed you to remain interested and learn new things without getting bored.

"I enjoy challenge and change, which is why I frequently ask for the tough assignments. The last two projects we discussed were ones that I asked for. I don't allow myself to get bored."

What environments allow you to be especially effective?

Emphasize your flexibility and your ability to work in many different types of environments. Your answer should not consist of a laundry list of requirements (private office, few interruptions, and so on) or the interviewer may conclude that you will be difficult to satisfy.

"Although I can work effectively in most environments, I prefer environments where people are their own bosses, within reason. I like to have a goal but be able to draw my own map to get there. To accomplish goals, I rely on asking questions and finding people receptive, so cooperation and access are important to me in a work group."

How will you complement this department?

Describe how your personality and/or skills would help round out the department. What types of people enjoy working with you for hours at a time? How would the company's customers or clients react? Assure the interviewer that there will be no surprises about your work personality.

"I enjoy an environment in which people bounce ideas off each other and have the flexibility to ask for help when they need it. I'm usually a great troubleshooter for PC problems in my office, and I'm often going to ask for help proofreading important memos. I believe in give-and-take."

Whom did you choose as your references and why?

The interviewer is looking for a logical mix of people without any obvious omissions. For example, a former sales person would do well to include a former salesperson as a reference. Describe what you'd expect each of your references to say. Include a diverse group-senior to junior, an associate from work, and old professor from college.

"I selected a former boss, a peer, and customer as references, to demonstrate that I'm a pretty well-rounded person and get along with all the important work associates in my life."

Can we call all of your references?

This is a question designed to protect you. If your current job employer doesn't know your looking for a new job (as is most often the case), you can request that the interviewer contact your current employer after you've accepted a position and given your notice to your current employer.

"I'd prefer that you call my current boss only after you've made me a firm offer of employment and I've had a chance to tell her myself that I'm changing jobs. Then, of course, I understand your need to verify that my application was accurate."

Are you most productive working alone or in a group?

The interviewer is looking for someone who can work in an environment without the environment disrupting the candidate's preferred way of getting work done. Be honest but communicate that you're a flexible and reasonably adaptable employee.

"I need some privacy time for planning, but otherwise I like the activity and noise of people around me and the ability to share ideas. I think most writers need reinforcement, because we all get writer's block occasionally."

Tell me about an effective manager, supervisor, or other person in a leading role you've known.

Talk about a supervisor's management style and interpersonal skills. Focus on the positive-how the person worked rather than what type of work he or she did. How was the person able to accomplish so much and get your support?

"The best professor I ever had always reviewed the most important points from our last class before he moved on to new material. He also watched our faces carefully and repeated information whenever he saw a blank stare. Sometimes he would just ask for feedback by saying, 'What are you having difficulty with?'" He never assumed too much or made us feel dumb for not grasping a concept quickly."

What type of people do you work with most effectively?

Focus on the positive here. What type of boss, employee, and colleague would you be? Keep in mind that the interviewer wants to find out how well you would fit in with the other personalities in the company-not how well the other personalities in the company would suit you.

"I tend to work well with people who are confident and straightforward. It's more difficult for me to be around timid people, because I move quickly and am decisive."

What things impress you in colleagues?

The recruiter will want to see how developed your interpersonal skills are. More than likely, you'll be interacting not only with your own department, but with other people in the company, and possibly colleagues. Show the recruiter that you will shine in this area.

"I admire and work best with people who are of good character and have integrity. I also think confidence and enthusiasm is positive in any business environment."

How do you organize and plan for major projects?

Give the interviewer a good idea of your general approach to mastering complex tasks. You may wish to include here how you decide time frames, set deadlines, determine priorities, delegate tasks, and decide what to do for yourself.

"I love to brainstorm a best, worst, and most likely scenario. Then I set out a timetable that's realistic. What I usually find is that some combination of my best and worst cases evolves; I can adjust my schedule easily as these things unfold because I've already visualized what could happen and how I'd react."

What personal characteristics add to your effectiveness?

Talk about what makes your personal style unique and effective. For example, how are you able to get cooperation from others? What specific skills and traits help you get results, and why?

"I always stay in touch with my network. If I see an article that might be of interest to someone I know, I clip it and send it to that person. Then, when I need help and make a phone call to that person, the phone call gets returned promptly."

How have your technical skills been an asset?

Describe how you've used technical skills to solve a problem. Tell a specific story. Demonstrate how these same skills have been useful in other situations or in most of the jobs you've held. If you're hired, what situations will you handle particularly well?

"Although I never planned on a career as a writer or publisher, much of my job in marketing has depended on good writing and creative layout skills. My part-time college job with a newspaper taught me a lot about desktop publishing, how to position something on a page effectively, and how to write short sentences with maximum impact. In all of my marketing jobs, I've been able to explain my goals clearly to graphic designers, which has helped me avoid costly design revisions."

How do you usually go about solving a problem?

The interviewer will want to hear the logic you use to solve problems as well as the outcomes you're able to achieve. Are you decisive? How do you narrow the options and make decisions? What do people say about your reasoning skills? What examples would they cite of your effective decision-making?

"When I need to solve a problem, I generally start by writing down as many ideas as I can think of about possible causes. Next I look for relationships among causes so I can group together symptoms of bigger problems. Usually, after I study these groups of problems, the real cause becomes readily apparent."

How practical or pragmatic are you?

Give the interviewer an example of some practical or sensible approach you've used to solve a problem. When was a simple solution the best solution? Had others overlooked the obvious? In this example, you'll want to show off your commonsense skills rather than your academic skills.

"I can usually pick up on an underlying problem, even if it's not too obvious. I recall an investment banker who visited our real-estate-finance class and asked us what might cause the Tokyo investment community a problem in attracting local investment dollars. A number of finance students in the class started trying to think of some complicated set of reasons. I decided it would have to do with getting out of a bad market quickly, and that a non-liquid investment would create problems. I said investors would be unsettled if the primary investment is local real estate and inflation has caused the paper value to exaggerate the real street value. As it ended up, that was the answer he wanted."

Tell me about a time when there was no rule or precedent to help you attack a problem.

Can you operate without structure? Describe your problem-solving process, especially the steps you took and measures you established in a particularly trying situation. Demonstrate confidence and the willingness to take on more challenges.

"I was the first employee in a newly created position. I spent the first week developing an understanding of the history that had led to creation of the position. Only then did a method for setting priorities on the job become clear."

What's your greatest achievement to date?

Be sure that the achievement you describe here is relevant to the job you're interviewing for. Also, be careful that your answer doesn't sound as if the best is behind you. Mention something great that you've achieved, but clearly communicate your belief that the best is yet to come.

"I'm proud of the fact that I graduated on time with a solid GPA while I played varsity basketball for four years. A lot of women on my team either took a reduced course load or let their grades suffer. I believe the reason I got through it all was sheer determination; I never even let myself visualize anything but finishing on time and with good grades. So I firmly believe, as a professional counselor, in the importance of a positive outlook."

Tell me about something you accomplished that required discipline.

This is your opportunity to discuss a skill you worked to develop, or a time when the quantity of your work required solid time-management skills. How did you remain focused?

"I had to work two jobs to put myself through graduate school. I interned at the newspaper while I studied journalism during the week. Then on weekends, I sold real estate. Juggling those three schedules was a challenge, but I did it because it was important to me to graduate without school loans."

Where do you hope that your career will have progressed to in the next few years?

Avoid the temptation to suggest job titles; this makes you seem unbending and unrealistic, since you don't know how long it might have taken your interviewer to reach certain levels, and you wouldn't want to insult. Describe new experiences or responsibilities you'd like to add that build on the job you're applying for.

"Over the next few years I'd like to have progressed to the point there I have bottom-line budget responsibility, and I'm also in charge of a production unit where I have labor-relations, quality-control, design, and manufacturing responsibilities. I believe this job will go a long way to helping me meet my career goals."

Since this will be your first job, how do you know you'll like the career path?

This can be a difficult question to answer convincingly, unless you've done a little bit of preparation. Discuss, for example, an internship or a conversation that's allowed you to assess the culture of the organization or to preview the work involved. Describe other people in the profession who have been mentors or who have taught you about the field. Also, point out why you're interested, how you learned more about the industry, and how you stay current with industry trends.

"Although it's true that I've never worked a job in your industry, I've talked to many friends and alums at my school who've been successful in your company. I always ask them questions, 'What's the most frustrating thing about your job?' and 'What's the most rewarding thing about your job?' From the information I've gained, I'm confident that I'll be able to adapt quickly to your culture and will find the next few years rewarding, based on my goals and values."

What are your aspirations beyond this job?

Again, don't fall into the trap of specifying job titles. Stick to a natural progression you see as plausible. How should this job grow for the good of the organization? Then turn your attention once again to the job at hand. If you seem too interested in what lies beyond this job, the interviewer will fear that you won't stick around for long.

"Beyond this job as a marketing assistant, I see myself moving up through marketing analysis into brand management and eventually running a category. I'm aware that there are several skills I need to develop in the interval, and I believe with your continuing-education program and my own motivation for self-improvement, I'll have those skills when the opportunities arise for greater responsibility. That's why I'm determined to learn from the ground up, starting as a marketing assistant."

How long do you think you'd continue to grow in this job?

This is a variation on the question, "Where do you want to be in five years?" Be as specific as you can, considering what you know about the position. Don't mention a job title you'd want next, or the interviewer will wonder if you're already preoccupied with moving on.

"My own personal measure of growth in a job is acquiring new skills, new knowledge, and new insights into the industry. As long as I can measure this type of growth, I consider myself successful. I'm a believer in stretching a job by reaching out to learn more about other areas that are peripheral to the job I'm in."

Compare this job to others you're pursuing.

Some consistency or thread of commonality among your other prospects is important here. Your choices must reflect your career aspirations. What common skills are clearly needed in all the jobs you're pursuing?

"I've narrowed my job search to only those large securities firms within the finance industry. The basic skills necessary with all of these firms are similar: strong quantitative and analytical abilities, the ability to make decisions quickly, and good interpersonal skills to react to a customer's needs."

Tell me about your salary expectations.

A well-prepared candidate can effectively turn this question around. Ask first for the company's salary range, then answer in general terms based on your qualifications in relation to the job requirements.

"I've become a little frustrated in the past year because the downturn in our industry has caused limited promotional opportunities. Based upon salary information published by our national association, the market price for someone with my experience and educational background is in the broad range of thirty to forty thousand dollars per year. Although I'm not certain how your salaries compare to the national norms, my feeling is that my value would certainly be in the upper half of this national range. I hope you'll share with me some of your salary ranges relative to the national norms."

What do you reasonably expect to earn within five years?

Again, turn this question around and ask what's typical for the career path. Then consider, based on your skills and performance, the areas you'll excel in. Leave it to the interviewer the appropriate time frames for promotions. Don't speculate, or you'll risk sounding arrogant, unrealistic, or the opposite-too reserved or too tentative.

"My expectation for the next five years is that my contributions will be recognized and appropriately rewarded. I realize that salary levels are based on a number of factors, including the company's profitability and the general business cycle that affects our industry, but I expect to take on greater responsibility each year and to be appropriately compensated for my efforts and contributions."

Other than work, tell me about an activity you've remained interested in over several years.

The interviewer is looking here for a history of commitment over time, and consistency of interests. Do you sustain your hobbies over a period of time, or do you have a different hobby every year? Are your interests compatible with the job you're applying for? Would they be of value in any way to the company?

"I've been involved in Cancer Society fundraising ever since my grandmother died from the disease. In the back of my mind I guess I'm hoping the research can lead to findings in time to save the life of someone else in my family."

What do you enjoy in your spare time?

The interviewer wants evidence that you're well rounded, not just one-dimensional. He or she is looking for shared interests or common ground. You should always, in some way, relate your answer to the job description.

"I really enjoy getting outside-I often go camping and hiking. I've learned a lot about different fabrics that are good for various weather conditions. That's why I'm so interested in your textile operations."

Do you live a balanced lifestyle?

Do you have an outlet, a way to break from work, so that you show up each day refreshed and ready to perform at your highest level? Describe something specific that allows you to relax. Are your personal and career interests compatible in terms of their logic or thought process?
"I make an effort to get out of the office at a reasonable hour twice a week. I go home and walk my dog. That's one of the most relaxing things I do, but it often helps me to think of solutions for problems at work, even though I'm not consciously trying to solve those problems."

What outside activities complement your work interests?

The interviewer is interested to see if the candidate's personality is reflected in both work and outside activities. Your answer to this question will shed light on your personality and thus possibly on your compatibility with the job.

"I've always enjoyed tennis. In many ways it's a game of strategy and pacing. When something isn't working in the first set, you have to change your strategy for the second set. You also have to pace your energy in case you go to a third set, and constantly watch and read your opponent's reactions. I'm a gutsy tennis player-I go for the big points sometimes-but I'm careful with timing. That's the way I work, too."

If you found yourself getting burned out, what would you do to revitalize your energy?

Are you disciplined enough to avoid burnout? When you're not being productive, do you recognize it? What do you do to cope with stress?

"I don't allow myself to get involved in a routine to the point that I get burned out. I've always been the type of person who asks for new assignments so that I stay motivated and interested."

Our company believes that employees should give back time to the community. How do you feel

about it?

Describe a time you gave something to a community or organization as a volunteer. Do you go above and beyond what's expected of you? Do you use your skills productively? Are you unselfish-a team player? Demonstrate how your personal interests make you productive even when you aren't being paid. What incentives other than a paycheck inspire you?

"I believe that, too. In my last job as manager I told each of my employees that they could spend one Friday afternoon a month at a charity of their choice on company time as long as they weren't gone on the same Fridays. Ironically, productivity didn't decrease at all; they got more done in the morning-and I guess Friday afternoons weren't that productive to begin with. I've spent my afternoons with an adult reading program."

What community projects that can use your professional skills are particularly interesting to you?

This interviewer wants to know if the candidate will be a good corporate citizen. The question also gives the interviewer a sense of the job seeker's values. Try to focus your answer on productive applications of your work-related skills. Don't get sidetracked describing a cause that doesn't demonstrate job-related skills. Avoid discussing any charity or organization that may be considered controversial.

"As a marketing person, I've offered free advice to our local high school for its fund-raisers, as well as to a local real-estate office whose success could help my rural community's real-estate values."

Describe how a sport or hobby taught you a lesson in teamwork or discipline.

Tell about a time you had to use teamwork to get a desired result. Tell a specific story, then explain how the same skill or lesson has been used in your work.

"My football coach from high school taught me always to watch out for the other guy. If you do, he'll cover you when you need him to. I've applied that principle in all my work groups, especially on the trading floor."

When you aren't at work, do you prefer to stick to a schedule, or do you prefer to be

spontaneous? Why?

Be careful that, whichever answer you choose, it's consistent with the job you're interviewing for. For example, since accounting is a profession that requires discipline and precision, your answer should reflect your natural inclination toward agendas, schedules, and precision. However, for a sales job, you'd probably want to show that you're prepared to wing it. This question is essentially about your job personality but is also about your compatibility with the job.

"My workday is very structured because I'm generally in four or five meetings a day. On the weekends, I like to have a plan, but not necessarily a set schedule. That in itself is a relaxing change of pace for me, but I feel I'd be wasting time with no plan at all."

Tell me about an interest that you outgrew.

Describe a former interest or hobby that you no longer pursue, making sure that the interest isn't related in some way to the job you're interviewing for. Talk about why you outgrew the interest and how it's not compatible with your current interests. Be sure to discuss how your current interests are related to your career.

"Early on, I wanted to be a research physician. Then I spent time in a chemistry lab and realized I wasn't looking forward to the next two years of lab work. That's why I've chosen marketing for medical equipment instead. It combines my respect for the medical profession with a job that's more suited to my personality."

What would you do if I told you that I thought you were giving a very poor interview today?

Interviewers like to ask stress questions like these to see how well you hold up under pressure. Your best bet is to stay calm and relaxed; don't allow your confidence to be shaken.

"Well the first thing I'd do is ask you if there was any specific part of the interview that you thought I might have mishandled. After that I'd think back and try to remember if there had been any faulty communication on my part. Then I'd try to review possible problems I had understanding your questions, and I'd ask for clarification if I needed it. Finally, if we had time, I'd try to respond more fully and appropriately to the problem areas you identified for me."

Tell me about your most difficult work or personal experience.

The interviewer will want to know how you hold up under pressure. Describe a situation, either personal or professional, that involved a great deal of conflict and challenge and placed you under an unusual amount of stress. What, specifically, were the problems, and what did you do to resolve them?

"One time my coworker went through rehab for six months after a wreck, and I picked up a lot of additional work to help him out. I know he would've done the same for me, and it's important for me to have that kind of trust along the members of my work group."

If this were your first annual review with our company, what would I be telling you right now?

For this question you obviously want to present a positive impression. "I wish you would show up on time more," is definitely not a good answer. Remember to focus on one or two of your key strengths based on the personal themes you've developed.

"You'd be thanking me for a job well done and would be explaining how you look forward to continuing to see good work from me. Furthermore, I would anticipate your explaining how you really appreciated my putting in extra time on some key projects and how my creative thinking helped come up with some innovative solutions to existing problems."

Give an example of a time when you were asked to accomplish a task but weren't given enough

information. How did you resolve this problem?

Although this example may seem trivial, the candidate demonstrates maturity and an ability to approach work conceptually. The interviewer will want to know that you understand that just getting the job done isn't enough. Your response should show resourcefulness and initiative.

"At my last internship, my supervisor, an account executive, asked me to assemble five hundred press kits for a mailing. I wasn't sure in what order the pages and press releases should go, but my supervisor had already left for a client meeting. Afraid of putting the information together in the wrong order, I managed to track down her cell phone number and called her in her car. She explained the order of the materials over the phone, and in the end I managed to prevent a mistake that would have cost hours of work and a delay in the mailing-not to mention a few headaches."

How have you handled criticism of your work?

The interviewer is looking for an indication of the candidate's accountability and professional character. Describe a specific project or work habit that caused you a problem until you faced up to it and overcame it. Alternatively, you might describe a time you responded objectively and professionally to particularly harsh or unreasonable criticism of your work.

"I wasn't able to keep a good employee once who'd been in our manufacturing facility for ten years. His job description was rewritten to require computer skills. I offered to send him to night classes, but he refused the help. I had no option but to replace him. In retrospect if I'd encouraged him and other employees to acquire new training periodically, he might not have been overwhelmed by the time his position was reworked. Now I'm vigilant about encouraging my group to attend seminars and courses to enhance their job skills and to avoid becoming outdated."

Tell me about a situation that frustrated you at work.

This is another question designed to probe the candidate's professional personality. The interviewer will want reassurance that you are able to hold up under pressure. Describe how you've remained diplomatic, objective, or professional in a difficult situation.

"I was frustrated once when one of my clients, who'd insisted on a high-growth stock, called in a panic because the stock price had dropped more than twenty points in one day. I had a hard time convincing him to ride it out rather than cut his losses. This happened despite my attempts from the beginning to explain the short-term volatility of that stock."

Tell me about your least-favorite manager or professor.

Answering this question will be a bit like walking across a loaded minefield, so be aware! Keep in mind that the interviewer doesn't want to learn about your former supervisors; he or she does want to learn about the way you speak about them. Though the interviewer may bait you to make a negative statement about your former employer, doing so can create a host of problems. Even if your claim is completely true and justified, the recruiter may conclude either that you don't get along with other people or that you shift blame to others. The best way around this dilemma is to choose and example that's not too negative, touch upon it briefly, then focus the rest of your answer on what you learned from the experience.

"Well I've been pretty fortunate as far as managers go, and I didn't have any problems with my professors. In my first job out of college I worked with a manager who was pretty inaccessible. If you walked into his office to ask a question, you got the sense that you were bothering him, so we just learned to get help from each other instead. I wouldn't say he was my least-favorite manager, because he was a good manager in a lot of ways, but I would have preferred that he'd made himself more available to us and given us more direction."

Who's the toughest employer you've ever had, and why?

Again, you should avoid making negative statements about your previous employers, at all costs. Turn the question around with a positive, upbeat response, as this candidate does.

"That would be Ms. Henson at Franklin Associates. She'd push people to their limits when things got busy, and she was a stickler for detail. But she was always fair, and she rewarded good, hard work. I'd call her a tough boss, but a good boss."

Time management has become a necessary factor in productivity. Give an example of a time-management skill you've learned and applied at work.

When answering this question, describe a time-management technique you've applied to work that's allowed you to save time and resources. In such areas as public relations time is precious, and the interviewer will want to see that you have an idea of how valuable your time is. Try to give an example that demonstrates how you've managed to increase productivity because of effective time management.

"I regularly use scheduling software, which helps me effectively plan for the day, week, month, or year. It also has a to-do-list feature and an alarm option, which is helpful for meeting timely deadlines. In general, though, I'm very goal oriented and self-disciplined. I like to focus clearly on one project at a time for a set amount of hours. In the past I've found that this has helped me save time, which in turn has given me the opportunity to implement new procedures that have ultimately saved the department time and money."

Would you be willing to locate to another city?

You may, even in some first interviews, be asked questions that seem to elicit a tremendous commitment on your behalf, such as this one. Although such questions may be unfair during an initial job interview, you may well conclude that you have nothing to gain and everything to lose with a negative response. If you're asked such a question unexpectedly during an initial job interview, simply say something like "That's certainly a possibility" or I'm willing to consider that."

Later, if you receive an offer, you can find out the specific work conditions and then decide if you wish to accept the position. Remember, at the job-offer stage you have the most negotiating power, and the employer may be willing to accommodate your needs. If that isn't the case, you might wish to explain that upon reflection, you've decided you can't (for instance) relocate but you'd like to be considered for other positions that might open up in the future.

"I'd prefer to be based here, but it's certainly a possibility I'd be willing to consider."

Would you be able to work extended hours as necessary to perform the job?

Your response should match closely the position you're applying for and should reflect a realistic understanding of work and time required. Ask about seasonality of work, if you're unsure, and show a willingness to work occasional extended hours.

"I'm accustomed to working long hours during the week. I usually work until at least six-thirty, because I get a lot done after the business office closes at five. I can make arrangements to be available on weekends, if necessary, though I do prefer to have at least twenty-four hours' notice."

Sell me this stapler.

With this kind of question the interviewer will want to determine how quickly you can think on your feet, as well as your ability to communicate effectively and succinctly. Be prepared to give a thirty-second speech on the benefits and advantages of virtually any common office object, from a paper clip to a telephone, particularly if you're interviewing for a sales position.

"This is a professional-quality stapler, designed to be functional as well as attractive. It will help you reduce clutter by enabling you to fasten pages together. And since papers relating to the same subject will now be attached, you'll be more efficient and will save time searching for papers. Finally, its sleek shape and back color are coordinated to match the rest of your office furniture."

What is your biggest weakness?

This is a great example of what is known as a negative question. Negative questions are a favorite among interviewers, because they're effective for uncovering problems or weaknesses. The key to answering negative questions is to give them a positive spin. For this particular question your best bet is to admit to a weakness that isn't catastrophic, inconsistent, or currently disruptive to your chosen professional field, and to emphasize how you've overcome or minimized the problem. Whatever you do, don't answer this question with a copout like "I can't think of any," or even worse, "I don't really have any major weaknesses." This kind of a response is likely to eliminate you from contention.

"I admit to being a bit of a perfectionist. I take a great deal of pride in my work and am committed to producing the highest-quality work I can. Sometimes if I'm not careful, thought, I can go a bit overboard. I've learned that it's not always possible or even practical to try and perfect your work-sometimes you have to decide what's important and ignore the rest in order to be productive. It's a question of trade-offs. I also pay a lot of attention to pacing my work, so that I don't get too caught up in perfecting every last detail."

Why weren't your grades better?

It's likely that if you've made it to the interview stage, you fulfill the basic criteria for the position, including the education requirements. The recruiter is probably trying to judge here how well the candidate handles adversity. It's important not to get defensive or to place blame. Instead, try to put a positive spin on the question-for example, by concentrating on what you learned and the extra effort you put in, rather than on the grades you received.

"School was a wonderful experience for me. I really enjoyed learning new ideas, I studied consistently, and I was attentive in class. But I never believed in cramming before the night of an exam just to get a higher grade or staying up all night to finish a term paper. I really believe I learned just as much as many students who went for the grades."

Was there a course that you found particularly challenging?

The interviewer will want to see how well you respond to difficult situations. Demonstrate that you won't fold in the face of difficulty, and that you're willing to put in the extra effort to meet a challenge.

"Initially I was completely overwhelmed by the introductory chemistry course that I took last year. No matter how hard I studied, I seemed to be getting nowhere. I failed the first three quizzes. So I tried a new approach. Instead of just studying by myself, I asked a friend who's a chemistry major to help me with my studies. I also began to seek help from the professor after class. And I found that more time I spent in the lab was critical. I ended up with a B-plus in the course and thought I achieved a solid understanding of the material. More than that, I learned that tackling a new field of study sometimes requires a new approach, not just hard work, and that the help of others can be crucial!

Why didn't you participate more in extracurricular activities?

The interviewer may be worried that if you don't have many outside interests, you may eventually suffer from burnout. Employers like candidates who are well rounded and have interests outside of work. If you didn't participate in formal extracurricular activities in college, you still may want to talk about some of your interests, such as reading or exercising, that you may have a passion for running even if you weren't on the college track team.
"I wanted to give as much effort as possible to my studies. I came from a high school in a very small town, where I received a lot of A's, but this didn't prepare me well for college. So I studied hard. I have, however, found time to explore the city and make new friends, and I do socialize formally on the weekends."

Questions Asked By Employers

� What are your long range and short range goals and objectives, when and why did you establish these goals and how are you preparing yourself to achieve them?

� What specific goals, other than those related to your occupation, have you established for yourself?

� What do you see yourself doing five years from now?

� What do you expect to be earning in five years?

� What do you really want to do in life?

� What are the most important rewards you expect in your business career?

� Why did you choose the career for which you are preparing?

� Which is more important to you, the money or type of job?

� What do you consider to be your greatest strengths and weaknesses?

� How would you describe yourself?

� How do you think a friend or professor who knows you would describe you?

� What motivates you to put forth your greatest efforts?

� How has your college experience prepared you for a business career?

� Why should I hire you?

� What qualifications do you have that make you think that you will be successful in business?

� How do you determine or evaluate success?

� What do you think it takes to be successful in a company like ours?

� In what ways do you think you can make a contribution to our company?

� What qualities should a successful manager possess?

� Describe the relationship that should exist between a supervisor and those reporting to him or her.

� What two to three accomplishments have given you the most satisfaction? Why?

� Describe your most rewarding college experience.

� If you were hiring a graduate for this position, what qualities would you look for?

� Why did you select your college or university?

� What led you to choose your field of major study?

� What college subjects did you like best? Why? Least? Why?

� If you could do so, how would you plan your academic study differently? Why?

� What changes would you make in your college or university? Why?

� Do you have plans for continued study? An advanced degree?

� Do you think that your grades are a good indication of your academic achievement?

� What have you learned from participation in extra-curricular activities?

� In what kind of work environment are you most comfortable?

� How do you work under pressure?

� In what part-time or summer jobs have you been most interested in? Why?

� How would you describe the ideal job for you following graduation?

� Why did you decide to seek a position with this company?

� What do you know about our company?

� What two or three things are most important to you in a job?

� Are you seeking employment in a company of a certain size? Why?

� What criteria are you using to evaluate the company for which you hope to work?

� Are you willing to travel?

� Do you have a geographical preference? Why?

� Will you relocate? Does relocation bother you?

� Are you willing to spend at least six months as a trainee?

� Why do you think you might like to live in the community in which our company is located?

� What major problem have you encountered and how did you deal with it?

� What have you learned from your mistakes?

� What were your major courses of study in school? Why did you choose those courses?

� What was the most important thing you learned in school?

� Why did you decide to go to this University?

� Do you plan to finish your college degree while you are working?

� Did school meet your expectations? How did you pay for your college education?

� To what extent do your grades reflect how much you learned?

� What were your major responsibilities at your last job? At the one before that?

� Which of your previous jobs did you like (or dislike) most? Why?

� What was the most rewarding experience at work? What do you find most satisfying in a job?

� What was your single most important accomplishment for the company in your last job?

� Why did you leave your last job? Why do you want to change jobs?

� What was the toughest problem you had to solve? How did you solve it?

� Why do you want to work for this company?

� This job means you will have to relocate; what problems do you foresee, if any?

� This job has a lot of travel; how will you handle that?

� After reading a description of the job, how do you see yourself fitting in with this job?

� What skills did you learn at your last job that you can use here?

� Why do you want to work for our company?

� How do you think your education will help you on this job?

� What would you do if you were fired in two years?

� If you went to work for us today, what job would you like to hold in three years?

� How long do you plan on staying with us?

� What kinds of additional education, formal or informal, do you think you need to meet your career goals?

� What do you know about our company?

� Why did you choose our company?

� What are your career goals?

� Where do you expect to be in your career within five years?

� What are your educational goals?

� What future training do you plan in connection with your career goals?

� What are your lifetime goals?

� What do you know about the position you are interviewing for?

� What skills, experience, and training do you have that makes you qualified for this job?

� What other positions have you had that qualify you for this position?

� What have you contributed to your past employers that saved the company time, money, or enhanced its image?

� How many promotions did you receive at your last or present company?

� Why were you given these promotions at your present or last company?

� How many raises were given at your last position? Why were you given them?

� What did you learn in your last three positions?

� Why do you want to change careers?

� Have you had any supervisory or administrative experience? Please tell me more about it.

� What management style do you prefer?

� How are your people-management skills? Can you give me one or two examples?

� How well do you communicate in writing and orally? Give me some examples.

� Can you meet deadlines? If so, give me an example.

� Give me an example of a decision you made that benefited your company.

� What motivates you?

� How do you best motivate others?

� What clubs do you belong to?

� What volunteer work do you do or have you done in the past?

� What awards or honors have you received?

� What are your hobbies?

� What do you do in your spare time?

� What are your salary requirements?

� Have you ever done consulting work? If so, why and for whom?

� Have you written any articles for a professional journal, magazine, or newspaper?

� What civic organizations do you belong to?

� What professional associations do you belong to?

� What major strength do you feel you have that would make you a great (Manager, Sales Representative, Accountant, Analyst, etc)?

� Describe a situation where your work or an idea was criticized.

� Have you done the best work you are capable of doing?

� What problems do you have getting along with others?

� I'm not sure you're suitable for the job, what do you think?

� Tell me about something you are not proud of.

� What are some of the things your supervisor did that you disliked?

� What aspects of your job do you consider most crucial?

� What is your energy level like? Describe a typical day.

� Why do you want to work here?

� What kind of experience do you have for this job?

� Are you willing to go where the company sends you?

� What did you like/dislike about your last job?

� What is the least relevant job you have held?

� What would you like to be doing five years from now?

� What are your biggest accomplishments?

� How do you organize and plan for major projects?

� What is your greatest strength?

� What are your outstanding qualities?

� What interests you most about this job?

� What can you do for us that someone else can't do?

� Describe a difficult problem you have had to deal with.

� What would your references say about you?

� Can we check your references?

� What was the last book you read (or movie you saw)? How did it affect you?

� How do you handle tension?

� How long have you been looking for a position?

� Have you ever been fired?

� How does this job compare with others you have applied for?

� How do you take direction?

� Rate yourself on a scale of one to ten.

� What kinds of things do you worry about?

� What is the most difficult situation you have faced?

� What are some of the things that bother you?

� What have you done that shows initiative?

� How interested are you in sports?

� Do you prefer working with others or alone?

� Explain your role as a group/team leader.

� How would you define a conducive work atmosphere?

� Define cooperation.

� What difficulties do you have tolerating people with different backgrounds and interests from yours?

� In hindsight, what have you done that was a little harebrained?

� What would you do when you have a decision to make and no procedure exists?

� What kinds of decisions are most difficult for you?

� Tell me about the problems you have had living within your means.

� What area of your skills/professional development do you want to improve at this time?

� Are you willing to take calculated risks when necessary?

� See this pen I am holding, sell it to me.

� What is the worst thing you have heard about our company?

� How do you handle rejection?

� Tell me about a time when you put your foot in your mouth.

� What interests you least about this job?

� What do you feel is a satisfactory attendance record?

� What are some of the things you find difficult to do? Why do you feel that way?

� What kind of people do you like to work with?

� What kind of people do you find it difficult to work with?

� How have you successfully worked with this difficult type of person?

� How would you evaluate me as an interviewer?

� We have tried to hire people from your major before, and they never seem to work out. What makes you different?

� Do you like routine tasks/regular hours?

� What have you done that shows initiative and willingness to work?

� What do you think determines progress in a good company?

� Do you think grades should be considered by first employers?

� Why do you think you would like this type of work?

� What would your ideal career position be?

� Do you consider yourself a leader, and if so, give me some examples of your leadership abilities?

� Do you consider yourself a better manager or a better implementer?

� What are your most significant achievements?

� Have you had any international experience? Do you speak or write in any foreign language?

� What can you offer us?

� Have you ever fired employees, and if so, how did you handle terminations?

� What do you feel is the most difficult responsibility that a manager/executive must perform?

� What is your definition of success and according to this definition, how successful have you been in your career?

� What are your long and short range plans?

� What were your favorite courses in school? Who were your favorite professors and why?

� Did you prepare your own resume?

� How long have you been engaged in your job search?

� Have you had any specific offers?

� Why haven't you found a position before now?

� What do you know about this company, and where did you find this information?

� How do you spend your time when you are not working?

� If you could begin your career over again, what would you do differently?

� How much do you think this position is worth?

� What is the hardest job you have ever performed?

� Do you object to taking psychological tests?

� What contributions do you think that you could make to this company?

� You seem overqualified for this position, what do you think?

Additional Questions You May be Asked

Work History Questions:

� I noticed that you were working for (your last job was with) ____. Why did you decide to work there?

� What exactly do (did) you do there?

� What do (did) you like about that job and company?

� What do (did) you not like?

� How do (did) you get along with your supervisor there?

� How do you think he or she would rate you?

� Would he or she recommend you for another job?

� What qualities do you look for in a supervisor?

� What type of people do you like to work with?

� Tell me about your successes in that job.

� Was your work ever criticized? If so, in what way? What did you do to improve?

� What kind of setting do you like to work in quiet or noisy? Alone or with others?

� In doing your job, do you think it's more important to finish quickly or do the work exactly right?

Education Questions:

� I see you went to _________. Why did you pick that school?

� Would you go there again? If not, why? Where would you go instead?

� What do you feel were the most significant things you got out of going there?

� How did you happen to major in _________?

� Would you choose the same curriculum again? If not, what would you choose instead?

� In what subjects did you do best?

� What subjects gave you the most trouble?

� What was your overall average for class standings?

� Did you have any part-time jobs while you were going to school?

� How will your degree help you succeed in our company?

� Why aren't your grades higher?

Self-Evaluation Questions:

� How do you feel you can contribute to this company?

� What do you hope to gain from working here?

� What do you feel are your outstanding qualities?

� When you analyze yourself in relation to work and other people, do you find areas that need improvement? If so, how would you go about it?

� What are your short and long range career objectives?

� Why do you want to change jobs?

� What will your last supervisor tell me are your two strongest/weakest areas?

� Tell me about a time when you had to delay finishing a task because you didn't have enough information to come to a good decision.

� Describe the best supervisor you've ever had.

� What do you really want to do in life?

� Have you ever hired or fired anyone?

� How would you describe yourself?

� Would you like to have your boss's job?

� Describe the kind of people that annoy you most. What type of people do you like working with?

� What interests you about this position?

� Give an example of a time when you were able to effectively communicate with another person even though that person may have disliked you?

� Why do you want to work here?

� Give an example of a time when you were able to build motivation in your co-workers or those you supervised.

� Why should I hire you rather than someone else for this position?

� How do you feel about your career progress to date?

� Give an example of a problem you had at work and tell me how you solved it.

� How has your past experience trained you for this career?

� What did you do on your last job in order to help build teamwork?

� What did you dislike/like about your last job?

� What are two things you wish to avoid in your next job?

� Describe an important goal that you've set in the past, and tell me about your success in reaching it.

� What kinds of decisions are hard for you?

� Give an example of a time when you had to be relatively quick in coming to a decision.

� Describe the most significant written report/presentation that you had to complete.

� Tell me some specific techniques you used on your last job in order to improve your organizational and time management skills.

� What is the most creative work-related project you've been involved in?

� How do you work under pressure?

� Tell me about a time when you had to go above and beyond the call of duty in order to get a job done.

� What have you learned from your mistakes?

� Describe a time on any job when you've confronted problems/stresses that tested your coping skills.

� Give me an example of a specific occasion when you conformed to a policy that you didn't agree with.

� What motivates you in a job and in personal life?

� What role do you take in a group situation? Give examples.

� Give an example of how you performed in a team situation.

� What are the biggest issues facing our industry and company today?

� What would you do to improve our company's position?

� What research have you done on our firm and our industry?

� Are you results oriented? Give some examples.

� How have you developed your interpersonal skills? Are they good?

� Describe your problem solving skills.

� Give me an example of a complex problem you solved.

� Give me an example of when you have failed and how you responded.

� Can you work under pressure? Give an example.

� What type of salary are you worth and why?

� What are the five biggest accomplishments of your life?

� How long would it take you to make a contribution to our company?

� If you could change something in the course of your life, what would you change?

� How would you rate yourself as a manager? As a worker?

� What were the development steps on your last performance appraisal?

� What new goals have you set for yourself? Why did you choose these?

� What did you think of your last boss?

� What did your subordinates think of you?

� Why haven't you obtained or accepted a job so far?

� What features of your previous jobs did you like and dislike?

� Describe your ideal picture of success.

� What interests you most about our position?

� What was the last book you read?

� What did you do on your last vacation?

� Wouldn't you be better off in a bigger (smaller) organization?

� Are you a leader? Give examples.

� Describe your personality.

� How have you increased profits in your past jobs?

� What qualities do you look for in hiring people? For this job?

� Describe the ideal employee.

� How have you improved yourself recently?

� What were your responsibilities in your campus activities?

� Describe your study habits.

� How do you change your style to work with people at all levels, from Vice Presidents to Secretaries?

� What other firms are you talking to and why?

� How would you decide between job offers from us and one of our competitors?

� What have you learned from your past jobs?

� What skills do you bring to us and how can you put them to work?

� Describe the time period and circumstances when you became self-supporting.

� Describe a goal you have set in the past and how successful have you been in working towards its accomplishment.

� Describe a time when you were under pressure to fulfill a commitment you made to do something in spite of difficulties.

� Describe a situation in which one of your decisions was challenged in a group. How did you react?

� Were you able to achieve the results you wanted?

� Describe a time when you had to be persuasive in getting your ideas across.

� Give me a question that you've never heard a recruiter ask you and you want to hear.

� Describe a situation in which you found yourself to be an analytical and thorough problem solver, and by solving the problem achieved good results.

� Describe when you used facts/figures to support your story to obtain a significant accomplishment in an important matter.

� It's hard to get a new idea accepted by others. Describe when you have had to do this.

� What are some things about yourself that you would like to improve?

� In order to be effective as a negotiator, it's important to not only be able to analyze your competition, but also be able to compromise. Describe an experience in negotiating that reflects your ability to compromise.

� Describe steps you have taken to address problem areas in some important matter.

� What are two or three things you would still like to learn in this field?

� What skills do you rely on most in your everyday work?

� What kind of training do you feel you would benefit from?

� How much supervision do you normally receive? Prefer?

� What kind of things come most naturally to you? Describe your biggest success.

� How do you feel about working in an unstructured environment? Why?

� What do you like most about your present job? What do you like least about it?

� What kinds of things give you the greatest satisfaction in your work? Least satisfaction?

� What steps have you taken in the last few years to develop your skills?

� In your opinion, what makes you different from the other applicants?

� What have been the most significant accomplishments in your life so far?

� What sort of decisions are easy for you to make? What sort of decisions are difficult for you to make?

� If we hire you for this job, what would we need to do to bring you up to speed?

� What has been your biggest frustration?

� If I spoke to a friend, what characteristics of yours would he or she like to see you change?

� To what extent would you say that your last job was a learning experience? Why?

� What changes have you dealt with in your current position? Describe the risks that you have taken in your last job, and tell me the outcome of these risks.

Courtesy: http://www.gowrikumar.com/interview/index.html

2011-08-28T00:21:00.000-07:00

26th night (i.e. Sat early morning) was great night. Holy night (Lailatul Qadr), i preferred to spend it in Grand Mosque Kuwait. Site was amazing with more then 180,000 visitors! the imam was great, every word was clear and pleasant. Authorities also ensured all the facilities were well taken care of.

Its definitely must visit specially in Ramadan time !

Birth certificate process for new born: Kuwait

2011-07-28T02:57:00.000-07:00

Birth certificate process for new born:

Based on Salmiya (kids birth place: Sabah hospital)

1) take pink slip from the hospital ( make sure you carry both civil id's of yours and wife) + Marriage certificate (indian embassy attested and stamped by foreign affairs) also.. translated.

2) submit this pink slip after 3..4 days to Maidan hawali office ( to reach - on 4th ring - if you are coming from fire brigade side, then you will see petrol pump, take first right after petrol pump, then take U turn and then right... you will see mosque. Right opp. mosque you will find this office)

Again: Carry all ORG. + copies along with your kid's name you want on BC.

3) after a week, you will have BC ready from the same place.

Good luck !

2011-07-28T02:49:00.000-07:00

Few tips on water & electricity transfer & process for Kuwait

I stay in Salmiya, I wanted to transfer electricity (meter) on my name: I followed following process..
Address: excaclty behind Fanar (opp. sultan center, salmiya).
Docs: Carry 2 copies of rent agreement and civil id
Go to any counter: they will take them and will ask you to deposite KD 125@ cashier.
Thats it !

Articles on Customer Service !

2011-07-06T00:59:00.000-07:00

Great piece of information pasted from:

http://www.foglu.com/info/showarticle.php?article=10826

Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?"

While there are no definitively right answers to that question, most people come to some conclusion that customer service is a critical component of your competitive advantage. For most businesses, the service they offer can vary from exceptional to not so hot, depending upon circumstances.

Why is that? Why does the same company, and even the same people within that company provide world class service some of the time, and marginal service (or worse) other times?

That answer can be found in asking a different question: "What makes you (or your staff) happy when serving your customers?" While these answers also vary, most people come up with some sort of variation of "I am happy when my customer is happy."

Do we enjoy dealing with agitated or disgruntled people? Normally not. We derive our joy from delivering value, by making others feel good about their experience, and by exceeding people's expectations.

What comes first then? The happy customer or the happy person serving the customer? This is not the chicken or the egg quandary. The happy person serving the customer NEEDS to come first, because it is a very unusual day when your customer comes into your business looking to cheer YOU up.

This all seems very obvious. At the same time that many people realize this truth, it is rare that people consciously take steps to make sure that their greatest customer service assets are being serviced too - whether that person in on your staff, in another department, or if that person is YOU. It is critical that you continually improve the emotional, physical and mental support you are supplying to the people serving your customers.

One of my friends and colleagues, Paul Wesselemann, shared a story about his time working at an HIV/AIDS support network. He explained how it was absolutely unacceptable to come to work when you were feeling even a bit ill, as even the smallest cold could be extremely dangerous for someone with HIV. He was REQUIRED first and foremost to take care of himself, make sure he was 100% before he was allowed to offer help and support to others.

How committed are you to taking the same care of YOUR needs? Your task for the month is to identify and act upon a couple of ways to keep you in proper shape so you can take care of your always important customers.

You Bever Know Who Youre Serving

You Never Know Who You're Serving when customers turn irate.I think of myself as a reasonable person. It takes a lot to upset me, but upset I am.

A number of years ago, I bought a new television set. I had seen a flyer from Lechmere's that had TV's on sale. I called, got through the voice mail menu and asked the salesperson who answered, if the particular model advertised was available.

No, it wasn't but another, equally as good was at only $20 more.

I went to the store and examined a number of TV's. A knowledgeable, helpful salesman approached and patiently answered my questions. Finally, I made my choice and paid for it. I asked if they would hold it for me while I did some further shopping and was told that of course they would.

I was pleased with myself, with the store and with the purchase I'd made.

When I picked up the TV, it was so big, the young man who brought it out to the car had to take it out of the box to get it into my car.

My son brought it into the house for me and started to set it up when he asked, "Where's the antenna?"

My first thought was, "Oh no, it was left in the box."

I called the store to check. A young woman answered and said she'd put me through to the appropriate department. The on-hold music blared uncomfortably. I held the phone away from my ear when suddenly I heard the dial tone! I'd been disconnected. I re-dialed, went through the voice mail menu again, got the same young woman who said she'd put me through to "George". The loud music again irritated my ears as I waited and waited and waited for "George" to answer the phone. As the minutes ticked by, my irritation grew at a rapidly escalating rate. When he didn't answer the phone, I hung up and re-dialed. Again, I got the voice mail menu (which I now had memorized), punched in the correct extension, got the ringing of the phone, interrupted with short bursts of loud music, followed by more ringing which alternated with the loud music in my ear over 12 times.

I was now an irate customer. In less than 5 minutes I had been transformed from a very happy customer, into one of those crazy customers you dread speaking to. When the phone was finally answered, I let loose on the poor, unsuspecting salesperson. I told him that I had been disconnect, put on hold, ignored, gone practically deaf, and I was now VERY angry. He placidly replied, "That's because we're busy, Ma'am. We have a lot of customers here today."

"I don't care!" I loudly proclaimed ? my son, who had walked into the room at that moment, looked at me as though I had turned into a stranger in front of his eyes. He is unaccustomed to seeing me lose my temper.

"I am your customer and I am not getting good service." I then explained irately about my missing antenna. He asked me what size TV and I told him 27", he said that no 27" TV comes with an antenna.

Of course this put me over the top. I went from being an irate customer to the customer from hell. Why hadn't I been told?

Furious, I made another trip to the store and asked for the manager who cynically informed me that he was surprised to hear a complaint about the TV department. The defensiveness of the manager was the last thing I wanted to hear while I was still in a state of anger.

He didn't do anything to assuage my temper. He told me that everyone today had cable TV, therefore there's no need to include antennas. I told him that I for one don't have cable. I explained it might be a good idea to ask customers if they had cable.

He then asked a salesperson to find me an antenna. It looked like two wires attached by a plastic tripod. I asked how effective this would be and was told that it wouldn't be very effective but a "sound amplified" antenna would be what I needed.

Bottom line, I ended up paying for a $62.00 antenna.

No discount, no heartfelt apology, no attempt to make me feel that I was an important customer. But, just like most customers that get less than deserved service I got my revenge. Irate customers tell on average, 10-20 other people about the bad service they receive. I have already told many audiences and now am sharing this in my newsletter.

I started out as a reasonable customer, I would have cheerfully bought the antenna, but because of the chain of events, it brought out my evil twin. Not my most flattering nor most comfortable mode of behavior.

Contrast this incident to an experience I had, that Marty at the Hyatt Hotel in Austin, TX handled.

During a stay in that hotel, I was woken up through out my first night's stay by an intermittent whooshing noise I couldn't identify. When I got up the next morning and walked into the bathroom the toilet greet me with the same noise that had annoyed me all night.

I called the front desk who sent an engineer to the room. In explaining the situation and how it had woken me during the night, Marty, the engineer, gave me a pass to the restaurant and told me that breakfast was on him. He said, "No one should be woken during the night by a noise."

I have to say that his response was surprising to me. At most hotels I stay at the engineer would have to get permission to give away a meal.

His service attitude made my stay at the Hyatt memorable

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says:

"It is actually difficult to contact clients too much. It is easy to fail to contact them frequently enough. If there is anyone anywhere who has ever sent you a check for your services and with whom you haven't communicated in the past 6 months, then you will never reach your growth potential. The secret is simple: Establish an ongoing dialogue with clients. In the worst case, a monologue will do."

You don't get business you don't ask for. You don't get remembered if you don't keep in your clients' minds.

But how can you keep your name on the tip of their tongues?

Here's 38 ways:

Print:

Letters; brochures; newsletters; article reprints; job aids and checklists; posters and sayings; cartoons; testimonials and examples of completed assignments.

Phone

Calls to 'stay in touch'; a 1800 (or 800 in USA) number and hot-line help to encourage use; information relayed on meetings or events of interest; reminders of long-term follow-up responsibilities and dates; introductions to third parties (that is, customers for your client).

Events

Interviews with the client for industry journals; attendance at industry and professional meetings that the client attends; hosting periodic conferences on topics of interest; acting as an intermediary with other clients for mutual learning.

Internet

Web page updates and additions; 'password' website reserved for clients; regular email contact; branding in your email signature file; email with ideas and suggestions; references and/or hyperlinks to relevant sites; a chat room on your website; an extranet

Personal

Visits to the client without any particular agenda; entertaining key clients; sending holiday cards or gifts (as permitted); participating in mutual charity events and fund-raisers; seeking out common community and social events; sending "I'll be in the area" cards.

Other

Co-authoring articles with the client; sending fax messages and information; advertising in industry publications the client reads; exhibiting at trade shows that key clients will attend; asking the client to help you as a critiquer, advisor, editor, etc.; inviting the client to be on your advisory board; breakfast or lunch meetings you sponsor on relevant topics.

Obviously, not all of these methods will lend themselves to your own business. But I am amazed and ashamed that there are so many more ways I can be keeping in contact with my clients than I currently am.

What might be useful is to compile a Communications Strategy for each of your clients, utilising a checklist of the most appropriate of these methods for each individual client.

When you match consumer psychology with effective communication styles you get a powerful combination. Lee Hopkins can show you how to communicate better for better business results. At Hopkins-Business-Communication-Traini ng.com you can find the secrets to communication success.

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually DO receive excellent customer service that it makes such an impression on us that we usually choose to go back? Why - because the occurrences are so few and far between!!!

As a home business owner, it is imperative to my business that customer service is ALWAYS a top priority. Remember the saying: "If you don't take care of your customer, somebody else will". I'm sure you have read or heard it somewhere before.....and how true it is.

Here are a few ways to improve customer service at your business:

· SMILE - Sounds too simple, right? As a customer, would you prefer to be serviced by a smiling face, or a scowl that would befit a guard dog?

· LISTEN - Always be slow to speak and quick to listen. Let customers express themselves without you trying to do it for them. Nobody likes being interrupted.

· DON'T BE TOO PUSHY - Yeah, I know - the bottom line is sales, right?
There is a fine line between suggesting products/services and pushing them down a customer's throat. If you are too pushy, your customer will probably walk away and take their business elsewhere.

· PHONE ETTIQUETTE - Whether you are answering or initiating a call, always remember who the customer is. Be polite. Try "Yes sir/ma'am" instead of "yeah" and "nope". If you don't have an answer for your customer - offer to do some research to find what they are inquiring about.

· THANK YOU - ALWAYS thank your customers. Even if you could not help them or they decided not to purchase from you. Leave them with a positive impression of your business before they leave.

· TRAINING - Train your employees. Don't let an untrained employee ruin your track record of excellent customer service. Train your employees on-the-job for as long as necessary to teach them good customer service.

"And as ye would that men should do to you, do ye also to them likewise"
Luke 6:31

In conclusion: Customer service may be THE most important aspect of your business plan. I know of many people who are willing to pay a little more for a product or service in order receive excellent customer care. Price, advertising, and location are all vital to a business---- but whatever you do, don't overlook the all-important "Good Customer Service".

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," without the need for overtime staff, or lengthy voice mail procedures.

James Feldman is President of JFA, Inc., an online business offering high quality and unique gift items including automatic watch winders, Grundig shortwave pocket radios, and nitroglycerine pill fobs. The JFA Web site has been online since 1997, and has doubled its income every year - it's now a multi-million dollar e-commerce enterprise.

Jim, who's also a professional speaker and expert on customer service, highlighted for me how the online buying experience differs from the bricks-and-mortar model.

Buying online eliminates the physical presence and personality of the salesperson from the process. This makes the Web site copy critical in creating a one-to-one relationship with the customer or prospect.

Which echoes one of my favorite mantras:

Every page of your site should be written from the visitor's point of view, not yours.

A visitor should be able to look at your offerings, and immediately answer the questions:

"Why me?" - that is, is your Web site the right place for me?
"Why should I care?" - does this copy convince me that you can meet my needs?

It's much easier and immediate to jump from Web site to Web site than to move between real-world stores. So the visitor has far more freedom of choice online. Jim says that the challenge for customer service is therefore very clearly to focus on one customer, one purchase at a time. E-customers expect great service, with little or no direct interaction. They will tolerate some mistakes, but not many.

Jim offers five rules for effective online customer service:

1. Be accessible. Show very clearly on your site all the ways that your customer can contact you - including e-mail, phone and fax numbers, and your office hours.

And, if it's practical for your business, be personal - give your visitors a real person to call who has a name, as opposed to sales@mycompany.com

Of course, if you're really upscale, you can include a "Call-me" button on your site.

2. Return every e-mail or phone call in the same day, as far as reasonably possible. This may sound simplistic, but a recent experiment with the top Fortune 100 companies showed that nearly a third failed to respond to e-mail sent through their Web site within one month! Some of these companies still don't provide a usable e-mail address on their sites at all.

3. Acknowledge all orders. Send e-mail confirmations (this can be done very effectively with autoresponders), and if you're shipping actual products, give tracking numbers and expected delivery dates.

4. Provide a clear return policy, honor it and learn from it. This may give you more information about what's working and what's not. Jim's products are sometimes returned with no explanation, so his staff always call the customer to establish and resolve the problem.

5. Expect more phone calls. Jim says: "Customers can't read or write!" If your Web site traffic and response rates grow (which is, of course, what we want), so will the volume of phone calls, whatever your business or industry.

Regardless of the site quality, clear returns and privacy policies, secure servers, etc., people still require human interaction. All of my clients report talking to customers on the phone, and walking them through the Web site, where their questions are clearly answered. Maybe these psychological barriers will lessen, but right now, they are very much there.

If you can get the customer service aspects of your business working well, there'll be a definite bottom line impact. Jim is quite clear that his business has grown substantially through repeat business and referrals from satisfied customers.

And in contrast, we can see the impact of poor customer service and fulfillment procedures in many of the dot.coms that failed. Jim says that people buy things online in the expectation of getting something more valuable than the actual money they spend.

Does your Web site do this??

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant is Chick-fil-A. Aside from the fact their chicken is especially good and I can always get sweet tea, I have a valuable business reason for eating there ? they serve up amazing customer service. And these lessons aren't just served in my nearest location. But in any city, any town, any time I have been to a Chick-fil-A, I have left feeling like the most valuable Customer.

Now you may wonder what you can learn for your business, from a fast food restaurant. In short, plenty. Just because your business is different does not mean you can't take someone else's ideas or techniques and make them applicable to what you do. So I challenge you to be open to what you can learn from a chicken.

They are focused.

Chick-fil-a knows their expertise is making good chicken. You don't drive up to their window with options such as beef, pork or fish. Their focus stays on what they know. No empty promises of the best steak in town or a delicious oriental creation, just chicken. We should do the same for our Customers.

Don't pretend to have expertise where you can't deliver. Customers are good at sniffing us out. If you promise something you can't deliver just to get their business; you will be without a Customer.

They give me what I want.

I love Polynesian sauce (dipping sauce for nuggets) for my French fries. Chick-fil-A never charges me extra even though I don't order their nuggets. They are happy to give me what I want.

How many times to we charge our Customers all these added fees if they want something that is not the standard? When your Customer is hungry for something different ? make it easy for them to eat.

They rest.

I often crave chicken on lazy Sunday afternoons but Chick-fil-A is never open for business due to clear company values and beliefs. They choose Sundays as a day to rest. They are never open, no exceptions, and according to their business plan they never will.

So often we cheat our Customers by not breaking from our work. Too much work can lesson our ability to concentrate, cloud our focus, and leave a bitter taste in our mouth. How much help are we to Customers if we are burned out?

They train their employees.

At a Chick-fil-A visit you will hear things like, "It is my pleasure to serve you." "Please." "Thank you." "I look forward to seeing you at the window." The atmosphere includes smiles, laughter, and happy workers who appear to love their job. And I doubt their happiness is based on a love for chicken ? they have been trained to value the Customer.

If you want to excel as a business, hire superstars that believe the Customer writes their paycheck. Set expectations with your employees and staff that outstanding Customer Service is expected, not optional. Add Customer Service as a major part of an employee's orientation. And most importantly lead by example. S.Truett Cathy, chose to do things his way by taking care of Customers and employees by hiring operators and managers that believed in his philosophy. To date, Chick-fil-A, the company he founded has more than a billion in sales annually.

I encourage you to visit a Chick-fil-A when you get the chance. I will continue my weekly visits to reaffirm my Customer service beliefs (and to get a chicken sandwich, no pickle with a large sweet tea!). p.s. You will notice in both articles the word Customer and Client are capitalized. Capitalizing the word is just one way we can remind ourselves of the great importance Customers have for our businesses. After all, without them, we wouldn't be in business

Make An Action Plan To Improve Customer Service

Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.

Customer service is all about the customer's perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your client. Consider opportunities for improvement in the following areas.

1. Setting/Reviewing Expectations. Do you work with your client to set clear, appropriate, realistic expectations that you can always meet or exceed? Are you clear about the responsibilities (both yours' and the client's), timelines, and expectations of results? Are you then willing to go back and review these expectations with the client at key points along the way?

2. Communication. Do you have mechanisms in place to ensure you're communicating with clients at every stage of the engagement, from the sales process through to completion of the project? Being clear about where you're at, what's been completed, what's coming up next, who's responsible, what results you can expect, etc.? Has the client ever had to ask you for these things?

3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you've done it hundreds, maybe thousands of times before, do you take the time to organize and prepare to make it the best client experience possible?

4. Committing to the Little Things. Don't ever dismiss the power of all the little things. Together they can make all the difference and really separate you from the competition. Returning calls and emails in a timely manner. Providing useful information to folks on a regular basis. Showing appreciation for your clients through things like thank you notes, exclusive client-only briefings, and open house, etc.

Clearly these are not the only relevant areas for creating great customer service. I'm sure you can think of more. But, pick just one of these areas and create an action plan to improve it in your business today. Make a commitment to continuously improve the level of service you're providing and see how it pays off. When you've done it, pick another area and work on it.

Losing Angry Customers

This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal with an angry one, of course it is. Read on?..

Handle the person first, then the problem. Let angry people vent their frustrations. This alone will go a long way toward resolving the problem. Many times people just need to let off some steam and you are their sounding board, whether you deserve to be or not.

Apologize. This is crucial. It shows you are committed to the relationship. Remember, the customer is always right, whether they are or not. So apologize, whether or not it was your fault.

Show empathy. Assure your customer that he or she has every right to be angry and disappointed and that you would feel the same way if it happened to you. Make them feel understood. Use your own experiences to show empathy.

Find a solution. Resolve the problem with your customer, not for the customer. Ask questions that will get the customer involved in the process, such as "How would you like to see this problem resolved?" or If you were in my position, how might you resolve this kind of problem for your customer?"

Follow up. After resolving the problem, you must follow up. Make sure things are satisfactory, but also look for additional needs that represent selling opportunities.

So, employ the above strategies and turn angry customers into happy ones!

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. After all, since there was a finite group of customers and a limited amount of money, if they spent it with your competitor, there was less for you.

Fast forward to the 21st century. We have a different view of the world. We now recognize that the pie is big enough for all of us. As Cavett Robert, co-founder of the National Speakers Association, said "The number of slices of pie is only limited by the size of the pie. Just make the pie bigger!" (paraphrased)

So how can you and your competitors create deals that benefit both of you - and your clients? Here are a few ideas:

1. If your competitor sells a product that is similar to yours, joint venture on a mailing to the list of people who have already purchased their product. You can offer your product and share in the profits. People in a target market are rarely satisfied with one item; instead, they will continue to buy items that are similar.

2. If your competitor publishes a book, ebook, or website, ask them to refer people to your site as a resource site. This can be included in their product or as a follow-up email to their clients.

3. If you offer a member site, ask your competitor to refer people to your site - for an affiliate commission. For example, SellYourBrain.com is a member site that helps people finish information projects like ebooks. The natural competitors are ebook authors who tell people how to write ebooks. However, by their referring their purchasers to SellYourBrain, the client is more likely to finish their ebook - making the ebook author look better in their eyes.

4. In turn, offer your competitor's product for sale on your member site. Again, SellYourBrain offers a monthly discount coupon good toward the purchase of ebooks on how to write ebooks.

5. When you're interviewed for a story about your product or service, offer to give the reporter related resources. The reporter will love having additional people to round out the story and your competitors will appreciate your referral. You come out as the hero to both groups.

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures. If your newsletter is little more than blatant self-promotion, however, it's likely to hit the wastebasket before it hits your target's desk.

By following a few basic tips, you can cultivate interest in your newsletter and make it an effective marketing tool.

Keep it interesting. Whether you're informing prospects or current customers, provide useful content and avoid the temptation of use a hard-sell approach. For example, include a how-to article about some aspect of home buying or selling. While these topics relate to your field and reinforce your message, they also offer valuable advice and will help cultivate a loyal audience.

Do it yourself . . . or not. The abundance of desktop publishing programs on the market makes it easy for virtually anyone to create a newsletter. However, poor knowledge of design basics and overzealous use of difficult-to-read fonts has led to more than one design disaster. Before you try to do it yourself, consider hiring a professional graphic designer to create a template into which you or a staff member can input copy. If you still want to give it a shot yourself, pick up a book on graphic design basics before you create your masterpiece.

Find your look. Depending on your budget, you can choose from a variety of styles-from a simple, one-color piece to a multi-page, full-color format. Factors such as the number of colors and pages, type of paper, and paper size can mean big differences in cost, so ask for quotations on different specifications from several printers.

Keep it short. Generally, it's best to limit your newsletter to eight pages or fewer and keep articles at 300 words or fewer. If you have a lengthy or complex issue to address, try to break it up into two articles or one longer article accompanied by a short sidebar piece.

Remember what a picture's worth. Photographs add interesting elements to your piece-as long as you use something more creative than the traditional "smiling head" shots. If you choose not to use a full-color format, keep in mind that photographs reproduce best in shades of black.

Don't ignore the details. Triple-check spelling and grammar. Typographical errors can quickly damage your credibility and distract your reader. In addition to running the document through spelling and grammar checkers, have someone proofread it-preferably someone who hasn't seen the article before. He or she will be more likely than you are to catch any errors.

Include a feedback mechanism. Make it easy for readers to respond by including a contact name, phone and fax numbers, and postal and e-mail addresses.

Top facts you cannot ignore about Indian economy ! nice read ...

2011-07-04T07:47:00.000-07:00

http://businesswatch.in/top-facts-you-cannot-ignore-about-indian-economy/

It’s a well known fact that Indian Economy is one of the fastest growing economies of the world and among one of those economies that can contribute majorly in global production after couple of decades.

Ahead of several advanced countries, India has been ranked 17^th in financial market sophistication, 24^th in terms of banking sector, 39^th in innovation, 44^th in business sophistication and 51^st in global competitiveness. However, India has been ranked poorly in social factors.

In spite of Indian existing socio-economic issues like poverty, unemployment, bureaucratic & social corruption, India is likely to have economic boom and prosperity.

Let’s have a look at the top facts that provide India an edge over many other leading economies of the world.

Gross Domestic Production

Indian economy is world’s fourth largest (only after US, China and Japan) in terms purchasing power parity (PPP), which is $ 4.06 Trillion and world’s tenth largest economy in terms of nominal GDP, which is $1.53 Trillion.

Source: International Monetary Fund (IMF)

Note: Purchasing Power Parity (PPP) is defined as the exchange rate, which makes the cost of a particular item same in two economies.

Indian Economy In 2030

Indian economic can be the world’s third largest economy by 2030. Indian economy will have better average growth than China during next two decades. India will be benefitted from the robust domestic demand and favourable demographics.

Source: Standard Chartered Global Research study.

Indian Economy’s Growth Rate

Indian economy is likely to become the fastest growing economy in 2012. Indian economy has already been growing at an average annual rate of 5.8% for the last two decades. During 2004-10, the economy has grown by 8.40% and it even touched the double digit in 2^nd quarter of 2006-07. The economy is expected to grow at the annual rate of close to 8% in coming years.

The Major Growth Engines of Indian Economy

Service sector is the largest in terms of annual GDP contribution equal to 54% followed by agriculture (28%) and industrial sector (18%). The major growth engines are steel, cement, automobile, machinery, IT & ITES, textile, telecommunication, petroleum, mining, transportation and chemicals.

Indian Capital Market

Bombay Stock Exchange (BSE) has 5034 listed Indian companies. The market capitalization of all the listed companies in BSE stands at staggering $1.63 Trillion (as on December 2010), which makes it the fourth largest capital market in Asia and eighth largest in the world.

Large Workforce

Over half of the Indian population is below 25 years of age and altogether it has 467 million work force (second largest in the world after China). Indian work force will increase by 240 million and will produce 28% of the global work force by 2020, when average Indian population is expected to be 29 years. India also has the second largest pool of technical workers including engineers, scientists and doctors.

High Value Real Estate Sector

Indian real estate sector has been all time high during last decade and has been able to attract over $ 9.40 Trillion during 2000 to 2011 through its burgeoning multiplexes, large townships and growing commercial spaces including numerous corporate offices. Mumbai, the economic capital of India has already become the sixth most expensive office and commercial location.

Growing Number of Billionaires

India is third in term of number of billionaires only after US and China with a total 55 billionaires with a combined wealth of $ 246 billion.

Source: Forbes

Rising Consumerism and Industrial Growth

Indian middle class population is expected to grow to close to 600 million, which adds a positive story to Indian growing consumerism and domestic demand.

India head quarters seven of the world’s top 15 technology outsourcing companies. Companies like Infosys, Wipro, TCS have created new high and benchmarks for the global IT & ITES sectors. Indian IT and ITES (including BPO and KPO) exports has grown by 18.7% during 2010-2011 to reach a new high of $ 59 billion. It contributes to 26% of India’s total exports 11% of total services.

Source: Nasscom

Indians are the most confident customers across the globe and in terms of consumerism, Indian stands at number 13 in the world; it expected to be the 5^th largest by 2030.

Indian telecom industry is the fastest growing in the world with number of mobile subscribers over 800 million.

Source: Telecom Regulatory Authority of India (TRAI)

Indian automobile industry is the world’s second fastest growing in the world. Currently India is the fifth largest in terms of automobile manufacturing and is expected to grow at 12 to 15% every year. Indian market has the cheapest and the most expensive cars.

India has the ninth largest aviation industry in the world and is expected to be the fastest growing by 2020.

Foreign Reserve

India has a large pool of foreign reserve amounting to $ 310 billion, which is world’s seventh largest.

Growing Exports

India’s exports increased by 34.42% in 2010-11 to $23.8 billion. Although, Indian economy is not majorly dependent on exports due to high domestic consumption, still, growth in exports remain crucial for economic development.

Decreasing Trade Deficit

Decreasing trend of trade deficit is a plus for Indian economy, which has decreased from $ 11.02 billion in 2010 to $ 8.98 billion in 2011.

Road and Railway Infrastructure

Currently, India has a road network of over 33 lakh kilometres, which makes it the third largest in the world. In terms of railway network, India is the fourth largest with the railway track of over 64,000 kilometres and 7083 railway stations.

Employment Generating Capacity

India also stands tall in term of providing employment. It’s among the world’s top commercial employers with over 16 lakh employees. India has a network of more than 53,000 branches of banks and 17,000 ATM outlets through a gigantic network of 27 public sector banks, 88 scheduled commercial banks and 31 private banks.

Farm Production

India is the second largest in terms of farm production and is globally the largest producer and consumer of tea (contributing to 30% of global tea production and 25% tea consumption).

India-A Role Model For The Global Economy

In an equitable, globalized and liberalized economic situation, India has emerged as a role model for sustainable and balanced growth. India being an important G-20 member plays a crucial role in devising strategies for broad based growth for other economies. The whole credit goes to India’s fiscal, monetary and debt policies as well as the systems in place for administration and cost control.

Finally got driving licence - Kuwait

2011-06-16T04:26:00.000-07:00

Happy... to have both driving licence + jeep @ 15th June - 2011....

For people who wants to check their driving licence status ... you can check here

http://www.e.gov.kw/MOI_en/Pages/EServices/DrivingLicense.aspx

Good luck !

Five Keys To Small Business Success

2011-06-07T03:54:00.000-07:00

http://myfivebest.com/five-keys-to-small-business-success/

Posted by Jimm On May - 16 - 2011

A FOCUS

What is it that you want to accomplish? Can you describe it in one or two sentences? If you cannot, then you don’t have a focus. You have to be clear on what your business is and how you are going to accomplish what you set out to do. As an old boss of mine would say, “We’re here to make money.” That’s not focus. That’s the happy result of doing something you love. Good businesses have a plan written out that are highly focused. A general idea is a good plan for failure. The more specific your goal, the better the plan. You cannot be all things to all people. Your plan should consist of: WHY you are going into business, WHO your ideal customer will be, HOW you intend on reaching your customer, WHERE you will conduct your business (i.e. a storefront or online), WHEN will be the right time to start your business, and WHAT products or services you will provide. Know these things and you are on your road to success.

PROPER SKILL SET
I am going to assume that you are good at the primary skills of your business. For example, if it is cake baking, then you know how to bake and decorate cakes. If it is auto mechanics, you know how to fix all sorts of cars. If you do not know these skills, you might want to seek another business. Ironically, the main purpose of your business is not your most important skill. To succeed in a business, you have to excel in the skills you don’t think about when starting out. These would be: Customer Service, Accounting, Advertising/Marketing and Web Maintenance. If there are parts of these things that you do not know, it will help you to either learn them or hire someone who does know them. I am not saying you can’t own a company without being able to track your taxes. I am saying you can’t have a successful company without keeping track of your accounts and receivables.

BEING A PROBLEM SOLVER
It is important if you are the business owner that you are also a great problem solver. You have to use your ability to focus on the solutions rather than the problems. A successful business person if faced with problems every day. These problems will bog down many people. To be successful, you have to fight through these and come up with a solution. Goals that you haven’t completed are just problems you haven’t solved. Passing the blame onto someone else or living in past problems will get you no where. I think this is my favorite part of owning a business. Everything you encounter is a puzzle to be solved. It is a challenge to be conquered. The more you solve, the better you do and you advance onto the next dilemma.

ORGANIZATION AND CONCENTRATION
While problem solving is my favorite aspect of running a business, the organization and concentration are my biggest hurdle. Whether you are working from home (like I do) or driving into a brick-and-mortar location, it is key that you create structure in your life. You need to start work at a set time, create a defined schedule, and quit at a set time. I have found that if I set aside some time each night to make a list of tasks to do the next day I get more accomplished. I’ll write the list out on paper (for some reason doing a computer list doesn’t work for me) and then put a number from one to five in front of each item. A #1 makes the item a top priority. A #5 means that the item is less important. If someone calls you during the day – and this will happen – you have to resist the urge to drop everything and put this to the top of your list. Should you fall into this trap, you will never get anything accomplished. While you want to have good customer service, you cannot make everything a priority.

BECOME AN ENTREPRENEURIAL JUGGERNAUT
One of the best keys to becoming a successful business person is to be constantly in motion. This means that you are concentrating on growing your business, deciphering which are wise opportunities and using them, networking, and joining organizations that put you in contact with people that will further your business. A successful entrepreneur continues to try, adapts to failure, and never stops. Persistence and the willingness to try new things. A good thing to remember is that the successful entrepreneur never actually reaches “success”. It is fluid and always out of your grasp. If you obtain success you stagnate and fall. An old boss (not the one in business for just the money) once told me that he literally tried dozens of different paths to success before he was able to find one that paid off. Note: he still didn’t consider himself “successful” even though he had a business that was making nearly $20 million. He was still reaching for that next goal. I hope he does reach it and continues on to the next level of his success.

Driving licence in Kuwait .. tough job !

2011-05-09T01:46:00.000-07:00

Was trying to apply for driving licence in Kuwait.. they got so many procedures and it seems its pretty hard to get one licence. Some of their requirements are:

1) 2 years in Kuwait
2) Your own country's licence (should be attested etc)
3) Degree ( with me, they were not even considering MBA degree heheheh)
4) 400+ salary on istimara/salary certificate
5) stamp/signature of sponsor on istimara, salary certificate
6) offcourse, application form
7) only visit your murror (depends on your civil id address)
8) OR easy way is PAY MONEY to someone who works inside and get your job done...
Good luck !

Free tools

2011-05-09T01:41:00.001-07:00

http://www.lisaditullio.com/1.28.tools-templates/

templates/tools includes ROI, Project Management etc

RACI Chart

2011-04-28T04:52:00.000-07:00

RACI Chart

ref: http://paulbosetti.com/business-tools/raci-chart/

Who Holds The R, Exploring the RACI model

The RACI model is a powerful tool utilized to define roles and responsibilities. In general, you match up roles and responsibilities with processes. The tool is extremely useful when rolling out a new change management program, or just uncovering the processes that make your organization function and identifying the participation in those processes. First let’s discuss what RACI stands for:

RACI Legend

R–Responsible-The buck stops here. Whoever is responsible needs to make sure that the process works as planned. The R owns the process/problem or project.

A–Accountable-This is the person who is delegated the task of completing the Activity. They support the person who owns the R.

C–Consult-This person usually have in depth knowledge of the process in question and all major decisions need signed off by this individual.

I–Inform-The people who need informed of activity taken, but not necessarily consulted.

Each individual who is involved in a process is either identified as an R, A, C, or I. No two individuals in one process should both have the R.

RACI Chart

Typical steps in designing a RACI process:

Identify the process in question completely. Start from a top down approach viewing the large picture and map out the process in enough detail to support your requirements. You may only need the top level processes, but in order to define or accomplish the task at hand defining the sub processes, tasks, or steps may be required. Each program is unique. List the process steps horizontally down the left hand side.
Identify the roles that will be impacted by the program/process, and those that will implement the program/process change and list these vertically across the top.
Each role will have an owner. You can list the person here if you want, but in order to make the process timeless you should list the role and assign the role to an individual.
No identify who has the R first and then complete the ownership of A, C, and I. Remember, no two people holds the R for a single process. The buck needs to stop somewhere….This is where the phrase who hold R comes from.
Review any gaps in the process, make sure only one R is in each process, make sure each process has an owner. Sometimes when you have arguments of who holds the R for any given process, the resolution usually resides in looking into the process further, maybe you need to explore the sub-processes, the roles, or the tasks associated with the process. Once you get to a point that only one person holds the R you have dove deep enough into the process.
One exception to multiple R’s in one process may entail the difference between who is responsible for the Initiative, and who is responsible for the Process. This at first seems like the difference between the Responsible and the accountable party here, but with the correct boundaries set up this can be a powerful concept especially when considering the interaction of a Program Management Office PMO with a large organization. I have included this as an example in the RACI chart view. Be careful with this concept!

An example of a RACI chart for the top view of a sales process is shown to help visualize the RACI diagram. Note how colors are used in the matrix, this makes it easier for others to quickly understand the relationship of the process. An excel template you can use to start you next project, or process improvement initiative is attached here.

One very important step in any project or improvement initiative is the understanding and mapping of the underlying process that support the program being implemented or enhanced. Check back soon for an installment of defining and implementing a process map

QR codes? do you know abt it?

2011-04-26T23:31:00.000-07:00

QR codes are scannable square barcodes that most smartphones can read with their built in camera. Once scanned, they direct the smartphone to take an action (i.e. send a text message to a specific number, navigate to a mobile website, send a tweet, etc.) Such a simple tool really has a lot of potential and appeal with the smartphone user population, and also with the businesses that implement them within their marketing strategies. After all, a customer is much more likely to take a picture of a square barcode (it’s kinda fun) to, lets say, find you on facebook, rather than pulling up their mobile browser and manually typing in the URL on their tedious touch screen phones to get to the destination. All in all they are a trendy timesaver that anyone can make! Make your own here Kaywa!

Dependant Visa Stamping Procedures, Kuwait

2011-04-12T06:14:00.000-07:00

1. INDIAN EMBASSY
Went to Indian Embassy, and prepared the Marriage Affidavit. Documents I took are my Original Marriage Certificate of India (I didn't get it attested), my Original Passport, my Civil ID copy, Wife's Passport Copy. I
typed the Marriage Affidavit form at the Embassy. Received Marriage Affidavit the same day (in the afternoon)

2. MINISTRY OF FOREIGN AFFAIRS (Location: Shuwaikh, Near City Centre, KUNA, Kaifan Telephone Exchange etc) Went to Ministry of Foreign Affairs, and got the Marriage Affidavit attested fixing a 5KD Stamp. Received the attested M.A. within an hour.

second option is also - Kuwait liberation tower (in the evening)

3. LOCAL TYPING CENTRE
Went to a local typing centre in Farwania ( IT DEPENDS ON YOUR CIVIL ID address) for typing the Family Visa application form.

4. JAWAZAT
Went then to Jawazat to apply for the Visa. Documents I took are, Typed Application Form, Original Marriage Affidavit, my passport Copy, my Civil ID Copy, copy of Work Permit (I had the white one A4 Size, NOT green paper), Wife's Passport Copy, and a Stamp. Got Visa at the same time, same counter.

5. I SENT THE ORIGINAL VISA BACK TO INDIA TO MY WIFE

PROCEDURES IN INDIA

1. My wife took the Original Visa and her Original Passport to the Regional Passport Office (RPO), for Police Clearance Certificate (PCC). Paid INR 300 for that.

2. After that she went for the Medical Check up at a Medical Centre approved by Kuwait Embassy. For Medical, you need to show the Original Visa.

3. I booked a One Way Ticket to Kuwait on a particular date foreseeing all the formalities in India.

Once she received the PCC and Medical Report, she took the same along with her Original Visa and Flight Ticket to an Agent.

5. Got all these documents (PCC, Medical Report, Original Visa and Ticket) to Kuwait Consulate in Mumbai for Visa Stamping. The PCC is a must and it will be attested by the Kuwait Consulate (with notary)

6. Within a week she got these work done.

7. She landed in Kuwait on that particular date.

PROCEDURES IN KUWAIT (Phase Two)

MEDICAL (BLOOD TEST AND X-RAY). Location: SABAH HOSPITAL

1. After One week of her arrival in Kuwait, I took her for Medical test at Sabah Hospital. Documents I took are her Original Visa, her Original Passport as well as Copy, my Civil ID Copy, Photographs.

2. Typed the application form there itself. Then move on to a separate counter for Family Visa. Take a 10 KD Stamp.Show these documents to the staff there, and he will take one more photo of your wife with their camera.

3. Then the staff will guide us to a separate Lab for Blood test.

4. After Blood test, we need to go to the X-Ray Clinic, which is almost one Kilometer away.

5. After reaching the X-Ray Clinic, there is also a separate counter for Family Visa. Show the documents, he will give the Room / Lab No, and stick one number on her passport. Go to the specified Room / Lab for X-Ray. Get the X-Ray done.

Note: in case your wife is pregnant, the same can be postponed and you will be saved temporarily for xray issue. They will give you date i.e after 2 months of delivery to finish xray as well.

6. After a week, go to the X-Ray Clinic. There are two - three counters outside. Show your wife's passport to the staff at the counter. They will give a Yellow Card. Take that yellow card to the Blood Test centre. Again there is a separate counter for Family Visa Report. (Ask that typing guy where do we get the Family Visa Medical Report, he will tell you). Show the yellow card there, and you will get the report

INSURANCE. Location: Salmiya, Near Mubarak Hospital.

1. Before paying insurance, you should know your Wife's Civil ID Number. For that go to PACI's Website, access the link "Civil ID No. Corresponding to MOI No", type the 9 digit visa number which is shown on your Wife's Visa, under the date of birth, click submit and you will receive the Civil ID No. This also can be accessed by dialling 1889988.

2. I went to the Insurance office near Mubarak Hospital and Fourth Ring Road. I went to the First Floor. Paid KD 44, and got the medical card at the same time. Documents I took are copy of Medical Report, Original Visa, Wife's photographs, my Civil ID copy. When the guy ask you for the new Civil ID number, tell him the number which you got from PACI.

FINGER PRINT. Location: Sharq or farwania ( I think there are 3 options, based on visa origin point)

1. Went to the Finger print office at Sharq (second floor). I already had the typed application form, when I went for the Medical at Sabah Hospital. So I didn't need to type it again. If you don't have, you can also get it typed from there itself. In Sharq, there are two to three typing centres at ground floor.

2. Documents I took are, the typed application form, Original and copy of the Visa, Wife's original and copy of the passport, Original and copy of the medical report, Original and copy of the Insurance Receipt, Wife's photographs, my Civil ID Copy. After verifying it, the lady there will stick one number on the passport.

3. Get the Finger print done. After 3 days, I got the Good Conduct Certificate from Finger print office, by showing my Wife's original passport.

ANY TYPING CENTRE
1. Get the application typed at any of the typing centres.
2. Translate the Original PCC to Arabic. No need for attestation.

RESIDENCE STAMPING

1. Went to Salmiya Jawazat. Documents I took are, Typed Application Form, Wife's Original passport, Wife's photographs, Original and copy of the visa, Original Insurance Receipt, Original Medical and Finger Print reports, Original and translated copy of the PCC,my Civil ID copy, my passport copy with residence stamped page.
2. Verified all the papers at the counter. Then moved to the Cashier, and paid 100 KD, and then moved to the next counter for stamping the visa. If you are stamping for one year, no need to fix 10 KD Stamp.

ANY TYPING CENTRE

1. Get the application form (Envelope) typed for Civil ID. There is a separate form for Blood Group test.
BLOOD GROUP TEST. Location: Salmiya Clinic near Sultan Centre

1. Went to Salmiya Clinic, fixed 1 KD stamp, and got the test done. Take that PACI Envelope with you.

CIVIL ID OFFICE

1. Went to the CIVIL ID Office carrying the following documents. The application form Envelope (which also contains the blood group test report), Wife's Original and copy of the passport (residence stamped page as well), Wifes photographs, my Civil ID copy, Flat Rent contract.

2. Take the token. Go the specified counter inside. And that's all.

3. Check the website of PACI or call PACI Tel number for readiness status.

4. Once ready collect the CIVIL ID showing your Wife's passport

Finally family in..

2011-04-07T04:54:00.000-07:00

family in kuwait...now next list of activities .. getting their visa stamped etc.