ENGLISH-COURSE-FOR-FLIGHT-ATTENDANTS-pdf

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ENGLISH FOR FLIGHT ATTENDANTS 
Based on Welcome Aboard! 
Contents 
 
 
Unit 1……………………………………………………………………………………………………...2 
Unit 2…………………………………………………………………………………………….………..4 
Unit 3………………………………………………………………………………………………….…..6 
Unit 4…………………………………………………………………………………………………….10 
Unit 5……………………………………………………………………………………………….…....12 
Unit 6…………………………………………………………………………………………………….14 
Unit 7………………………………………………………………………………………………….....18 
Unit 8…………………………………………………………………………………………………….20 
Unit 9………………………………………………………………………………...…………………..25 
Unit 10…………………………………………………………………………...……………………....29 
General Announcements………………………………………………………………………..……….32 
Conversations Between Passengers and Flight Attendants………………………………………...........35 
Countries and Nationalities………………………………………………………………………….…..40 
Parts of an Aircraft……………………………………………………………………………………....42 
Answers………………………………………………………………………………………………….43 
Glossary………………………………………………………………………………………………….47 
Phrasal verbs……………………………………………………………………………………………..52 
Cabin crew announcements manual……………………………………………………………………..60 
Speeches para emergência preparada…………………………………………………………………....62 
Flight attendants........................................................................................................................................64 
What the recruiter won’t tell you (about flight attendant job)…………………………………………..66 
Caution: celebrity onboard……………………………………………………………………………....67 
Seven tips for effective resume writing…………………………………………..……………………..69 
Interview questions………………….…………………………………………………………………..70 
Example of a job interview……………………………………………………………………………...70 
Tips and steps for a good job interview………………………………………………………………....71 
Interview questions you may be asked…………………………………………………………………..71 
Job interview body language…………………………………………………………………………….74 
Interviewing information………………………………………………………………………………...74 
Fifty standard interview questions…………………………………………………………………….....97 
 
 
 
 
 
 
 
 
 
 
 
 
 
 2 
Unit 1 
THE FLIGHT ATTENDANT 
 
Nature of work 
 
Flight attendants are responsible for the passengers’ safety and comfort. At least one hour before each 
flight, attendants receive a briefing from the captain on such topics as expected weather and a special 
passenger’s problem. The attendants see that the cabin is in order, that supplies of food, beverages, 
blankets and reading material are adequate, and that first aid kits and other emergency equipment are 
aboard and in working order. As passengers board the plane, attendants greet them, check their tickets, 
and assist them in storing coats and carry-on luggage. 
Before and after take-off, the attendant performs a variety of duties, including: 
• Instructing passengers on the use of emergency equipment 
• Checking that seat belts are fastened and seat backs are in the forward position 
• Answering questions about the flight (arrival times, connecting flights, meals, etc.) 
• Distributing magazines, pillows and blankets 
• Helping those in need (handicapped, ill, injured, children, the elderly) 
• Serving meals and beverages 
After the plane lands, attendants assist passengers-in-need as they leave the plane and thank the others 
for choosing their airline. 
Assisting passengers in the rare event of an emergency is an important function of the flight attendant. 
This may range from reassuring passengers during occasional encounters with strong turbulence to 
opening emergency exits and inflating evacuation chutes following an emergency landing. 
Many passengers choose an airline based on the flight attendants service. It is therefore critical that the 
attendants be friendly and courteous, provide the highest level of service, and “go the extra mile” 
whenever possible. 
 
Choose the correct answer based on the text above: 
1. Flight attendants are responsible for: 
a) The weather briefing 
b) The passengers’ safety and comfort 
c) The airplane 
d) The flight 
2. Various passengers choose an airline company based on: 
a) The name of the airline 
b) The size of the airplane 
c) The flight attendants’ service 
d) The type of meals that are served 
3. One of the duties of a flight attendant is to answer questions about: 
a) Arrival times 
b) Meals 
c) Connecting flights 
d) All of the above 
 
Answer true or false 
1. A flight attendant should never instruct a passenger on how to use the emergency equipment. 
a) True 
b) False 
 3 
2. A flight attendant should always assist passengers-in-need as they leave the airplane. 
a) True 
b) False 
3. Flight attendants are briefed by the ticket agent 
a) True 
b) False 
4. The flight attendants duties end as soon as the airplane lands. 
a) True 
b) False 
 
GRAMMAR 
What is your name? My name is Cindy. 
Where are you from? I am from Canada. 
What is her name? Her name is Noriko. 
Where is she from? She’s from Japan. 
What are their names? Their names are Paul and Sheila. 
Where are they from? They are from England. 
 
Fill in the blanks and practice the following dialogues. 
1. ______________________ name? 
His name ___________ Roger. _________ a pilot. 
2. ____________________ she from? 
____________________from New Zealand. 
3. ____________________ you from? 
__________________ from Brazil. 
4. _________________ their names? 
____________________ Mark and Wendy. 
5. _________________ it from? 
It’s from Italy. 
 
Complete the above dialogues using the following contractions. 
What is = what’s 
You are = you’re 
She is = she’s 
We are = we’re 
Where is = where’s 
He is = he’s 
It is = it’s 
They are = they’re 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 4 
Unit 2 
THE CREW 
 
The flight crew hierarchy 
 
The flight crew is made up of a group of people who work in an aircraft when it is flying from one city 
to another on a domestic or international flight. 
The flight crew is organized into two groups. The first group, the captain and the co-pilot or first 
officer, works in the cockpit. Some airplanes still require a flight engineer to monitor the plane’s 
engines and systems. Nowadays, most airplanes have two-man crews who are responsible for 
monitoring all the systems. 
The second group, called “cabin crew”, consists of a flight director/purser and flight attendants that 
assist the passengers in the cabin. They perform a variety of duties in order to offer safety and comfort 
to all the passengers. The flight director/purser/1st flight attendant is responsible for all the flight 
attendants, and he/she relates important information to the captain. 
 
Fill in the blanks: 
a) In small airplanes, the ____________________ is responsible for the flight attendants. 
b) The __________________ assists the pilot in the cockpit. 
c) The __________________monitors the state of the aircraft’s engines and other systems. 
d) The ___________________ has the full responsibility for every flight. 
e) The ______________________________ may hold the same rank as the captain. 
f) The _____________________________ is responsible for the passengers’ safety and comfort. 
g) In a large aircraft, the _____________________________ is responsible for the flight 
attendants. 
 
Answer true or false: 
1. Nowadays most airplanes require three-man crews. 
a) True 
b) False 
2. The flight director/purser is responsible for all the flight attendants. 
a) True 
b) False 
3. Flight director/purser is not responsible to the captain. 
a) True 
b) False 
 
GRAMMAR 
Positive 
I am 
You are 
He is 
She is 
It is 
We are 
You are 
They are 
Question 
Am I? 
Are you? 
Is he? 
Is she? 
Is it? 
Are we? 
Are you? 
Are the
 
 
 
 
Short answers
Yes, I am. 
Yes, you are. 
Yes, he is. 
Yes, she is. 
Yes, it is. 
Yes, we are. 
Yes, you are.Yes, they are. 
No, I am not. 
No, you are not. 
No, he is not. 
No, she is not. 
No, it is not. 
No, we are not. 
No, you are not. 
No, they are not. 
Or 
Or 
Or 
Or 
Or 
Or 
Or 
Or 
No, I’m not. 
No, you’re not. 
No, he’s not. 
No, she’s not. 
No, it’s not. 
No, we’re not. 
No, you’re not. 
No, they’re not. 
 
Am I late for my flight? No, you are not. 
Is she from Brazil? No, she’s not. 
Are you from Germany? No, I’m not. I am from Brazil. 
Are you a businessman? Yes, I am. 
Is that passenger from Cuba? Yes, he is. 
Is the flight engineer French? No, he isn’t. he is Canadian. 
 
Fill in the blanks and practice the following dialogues: 
1. ________ the flight engineer from Spain? 
No, ___________. He’s from Jamaica 
2. _______________ flight attendants? 
Yes, _____________. They work for a Japanese airline. 
3. ________________ the airplane ready to leave? 
No, ___________. It needs more fuel. 
 
Write three dialogues like the previous ones. 
1 _____________________________________________________________________________ 
_____________________________________________________________________________ 
2 _____________________________________________________________________________ 
_____________________________________________________________________________ 
3 _____________________________________________________________________________ 
_____________________________________________________________________________ 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 6 
Unit 3 
BOARDING THE AIRPLANE 
 
The captain’s briefing in the operations room 
 
• Crew meets at the operation’s room in order to prepare for the flight. 
• Captain files his flight plan. 
• Captain has all the information, such as weather conditions, to complete the flight safely. 
• Captain tells his crew about the weather conditions. 
• Captain is told any relevant information about the passengers. 
• Crew checks for any VIP’s. They receive special treatment. 
• Purser briefs the flight crew about any passenger’s special requirements such as meals 
(vegetarian, kosher) seating arrangements for handicapped or ill passengers, and 
unaccompanied minors (Ums). 
 
Referring to the text above, link the words. 
a) Unaccompanied ______ arrangement 
b) Operations ______ conditions 
c) Seating ______ room 
d) Weather ______ plan 
e) Flight ______ minor 
 
Safety equipment 
These are the items that are checked during the pre-flight check*: 
Bassinet 
CO² fire extinguisher 
Crew life vest 
Crew mask 
Demo life vest 
Drugs kit 
Dry chemical extinguisher 
Escape slide 
Extinguisher 
Fire axe 
First aid kit 
Flight attendants life vest 
Flight attendants mask 
H²O fire extinguisher 
Infant life vest 
Life raft 
Megaphone 
O² bottle 
Passengers O² mask 
Radio beacon 
Rope 
Smoke goggles 
• These items may vary from aircraft type to aircraft type. This is only given for language-training purposes. 
 
Match the words and the pictures. 
1 Fire axe 
2 Life raft 
3 H²O fire extinguisher 
4 Megaphone 
5 First aid kit 
6 Escape slide 
 
 7 
 
 
__________________ __________________ ________________ 
 
 
__________________ __________________ ______________________ 
 
Departure lounge announcement 
Good afternoon, ladies and gentlemen. 
AirSky Flight #609 to Paris is now ready for boarding at gate 7A. 
Passengers who need assistance and those with children should proceed now to the gate. 
Please extinguish all smoking material before leaving this lounge. 
Boarding will take place according to the seat number shown on the boarding pass. Please do not 
proceed through the gate until your seat number is called. 
Thank you for your cooperation. 
First class passengers are requested to board now, please. 
Thank you. 
 
Seat allocation 
The aircraft is usually divided into three classes: 
First class Business class Economy class 
 
Sentences used as the passengers board the aircraft. 
Write down possible responses to the following sentences. 
a) Good morning/afternoon/evening. Welcome aboard! 
b) Madam, could you please keep your seat in the fully upright position? 
c) May I rearrange your luggage in the overhead compartment? 
d) Are you having trouble finding your seat, madam? 
e) Could you please avoid obstructing the aisle, sir? 
f) Would you mind changing seats with that lady? 
g) Please, remember to read the safety leaflet. 
h) May I help you to find your seat, sir? 
i) Where can I put my briefcase? 
j) I’m sorry, but this is someone else’s seat. 
 8 
k) I’m sorry, sir, but smoking is not allowed in this aircraft. 
l) May I slow your coat in the wardrobe compartment, madam? 
 
Write your own response to the following questions, then practice the conversation: 
1. Can I look after your bags? 
_____________________________________________________________________ 
2. Can you tell me where I can put my duty free bags? 
_____________________________________________________________________ 
3. I’m sorry, but would you mind stowing my briefcase in the overhead compartment? 
_____________________________________________________________________ 
4. May I ask you to put that small box under the seat? 
______________________________________________________________________ 
 
Demonstrations and safety announcements 
Ladies and gentlemen, 
Our cabin pressure is controlled for your comfort, but should it change at anytime during the flight, an 
oxygen mask will automatically fall from the overhead compartment. If this happens, please put out 
your cigarette immediately, pull down the mask and place it firmly over your mouth and nose, securing 
it with the strap. You should secure your own mask first, before helping those who need assistance. 
Continue to breathe normally, until you are advised that the oxygen masks are no longer required. 
 
Life jackets 
Ladies and gentlemen, 
As part of our flight today is over water, international regulations require that we demonstrate the use 
of the life jacket. Each passenger is provided with a life jacket which is located beneath your seat. Your 
cabin crew is now demonstrating how to use it. 
Pull the life jacket over your head. 
Fasten the jacket with the straps around your waist as the crew is now demonstrating. 
DO NOT, repeat NOT, inflate your jacket until you have exited the aircraft. 
The jacket is automatically inflated by pulling these tags, or, if necessary, by blowing air into this tube. 
A light and a whistle are attached to the life jacket. 
Thank you for listening. 
 
Seat belts 
When this sign is illuminated, please fasten your seat belts. 
For safety reasons we advise you to keep your seat belts fastened during the entire flight. 
 
GRAMMAR 
May I …? Is equivalent to Is it ok to …? / Can I …? 
Can I…? or Could I…? is equivalent to Is it ok to (do something)? 
May I see his boarding pass? Yes, you may. 
Would you mind showing me their boarding pass? No, I wouldn’t mind. 
Can I see your boarding pass, please? Yes, you can. 
Could I see your boarding pass? Yes, you could. 
I’m sorry, but I need to see your boarding pass. 
I’m sorry, but I must ask you to show me your boarding pass, please. 
 
Fill in the blanks and then practice the following dialogues: 
1. May I see her boarding card, please? 
 9 
 Yes, ________________. This is my daughter’s boarding pass. 
2. __________________ show me your boarding pass? 
 Yes, I can. 
3. __________________ see their boarding pass? 
 Yes, you can. 
4. __________________ mind showing me your boarding pass? 
 No, ______________ mind. I just need to find it. 
5. _____________________, but I need to see your boarding pass. 
 This is my boarding pass.10 
Unit 4 
TAKE-OFF 
 
Preparation for take-off 
 
Now we are ready for take-off. When the passengers have taken their seats and the doors are closed, the 
airplane is pushed back from the airport terminal. 
Next, the pilot taxies to the runway for the take-off. During this time, the flight crew performs very 
important tasks to assure the safety and comfort of all the passengers. The crew makes sure that: 
• All moveable galley items and catering equipment is secured. 
• All the internal doors and curtains between different sections of the cabin are secured open. 
• Overhead luggage compartments are closed. 
• Hand luggage placed beneath seats is secured. 
• No one is smoking. 
• Seatbelts are fastened. 
• Seats are in the fully upright position. 
• Tables are stowed. 
• No passenger is walking down the aisle. 
• No one is in the lavatory. 
Some companies elect to offer some type of passenger service while the airplane is taxing towards the 
runway. An airline company may offer: 
• Reading material. 
• Complimentary drinks. 
• Snacks. 
• Pillows. 
• Blankets. 
 
Pair up with a friend and practice a conversation by using the following examples: 
1. Madam, would you like a blanket for your comfort? 
 Yes, I would. 
2. Would you care for a sweet to avoid ear discomfort? 
 Yes, please. 
3. May I offer you a magazine with our compliments, sir? 
 No, thanks. 
 
Now, replace the words highlighted above with the words below and practice the dialogues again. 
• A pillow 
• A blanket 
• A hot drink 
• A sweet 
• A 
newspaper 
• A magazine 
• A pen 
• Headphones 
 
 
GRAMMAR 
There is / There are 
Question 
Is there…? 
Are there…? 
Statement 
There is (not) 
There are(not) 
Contraction 
There isn’t 
There aren’t 
Is there an empty seat in the smoking area? There are some seats available in the smoking area. 
Are there any magazines left? No, there aren’t, but there are some newspapers. 
 11 
There is some ice in you juice, madam. 
Some / Any 
Use some in positive sentences. There are some magazines left. 
Use any in questions and negative sentences. Are there any magazines left? 
 There aren’t any magazines left. 
We normally use some (not any) when we offer things Would you like some…? 
 
Fill in the blanks and practice the following conversations using there is, there are, is there, are there, 
some and any. 
1 ____________________ a person smoking in the non-smoking area? 
Yes, _____________. He is not supposed to smoke in that area. 
2 ___________________ pillows left? 
No, _________________. 
3 ___________________ anyone in the lavatory? 
Yes, _______________. It’s occupied. 
4 ____________________ a briefcase under your seat? 
No, __________. I have put mine in the overhead compartment. 
5 ________________ snacks left? 
Yes, _____________ left. I’ll bring you some, sir. 
 
Fill in the blanks using there is, there are, is there, are there. 
1 _________________ any blankets in the overhead compartment? 
2 _________________ three passengers walking down the aisle. 
3 _________________ a passenger smoking in the lavatory. 
4 ________________ a lady asking for a snack? 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 12 
Unit 5 
BREAKFAST, LUNCH AND DINNER 
 
Meals 
 
The bar and meal service begins. The bar trolleys start from each end of the aircraft, immediately 
followed by the meals trolley. The type of service that will be offered to passengers depends on the 
time of the day, the duration of the flight, and the class of passenger. Generally, first-class passengers 
receive a restaurant-type service, which offers a menu. The economy-class passengers’ service offers a 
pre-set tray, but sometimes the service may offer a choice of poultry, fish, or meat. 
Airlines usually offer vegetarian and kosher meals to passengers that requires special attention. 
Snacks and drinks are also served between meals. 
 
Match each question to its answer. 
a) Would you like some lunch, sir? 
b) Here we are, madam. Enjoy tour meal. 
c) Excuse me. Would you care for a 
snack? 
d) Breakfast, madam? 
e) I’m sorry, sir, but could you please pass 
this tray to the lady by the window? 
f) Would you like something else instead? 
______ Yes. Can I have lamb instead? 
______ No, thanks. I’m not feeling very 
well. 
______ Thank you so much. 
______ Yes, I can do that. 
______ Yes, I would. 
______ No, thanks. I rarely eat breakfast.
 
Pair with a friend and practice a conversation by using the following responses. 
1. I do apologize, madam. I’ll see to it immediately. 
2. I’m very sorry, madam. I’ll ask the purser to come and have a word with you personally. 
3. I’m sorry, sir, but we ran out of it. 
4. I’m terribly sorry, madam. I’ll bring you another one immediately. 
 
Fill in the blanks and practice the following dialogues by using the responses above: 
You have not given me a drink. 
_________________________________________________________ 
Do you have any more fruit salad? 
_________________________________________________________ 
My tea is cold 
_________________________________________________________ 
I ordered a vegetarian meal and you tell me you do not have any left. That is unacceptable. 
_________________________________________________________ 
 
Match the two columns. 
1. Would you like some ice? 
2. Would you care for a drink, madam? 
3. Can I have some peanuts, please? 
4. I would like some vodka. How much is 
it? 
5. Should I pay for it now? 
6. Would you like some sliced lemon in 
your drink? 
______ It is $ 3.00. 
______ No, thanks. 
______ Sure. Here we are. 
______ Yes, hat is available, please? 
______ Yes, two slices, please. 
______ Yes, please sir. 
 
 
 13 
GRAMMAR 
Indefinite articles a / an 
A is used in front of nouns that begin with a consonant sound. 
AN is used in front of nouns that begin with a vowel sound. 
Can I have a fork, please? 
May I have an extra slice of cheese? 
Dinner will be served in an hour, sir. 
 
Fill in the blanks using A or AN. 
1. I would like to have just _____ snack. 
2. May I have _____ soft drink and _____ orange juice? 
3. ______ can of beer, please. 
4. Can I have _____ cup of coffee? 
5. Can I have ______ empty cup, please? 
6. It comes with _____ egg. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 14 
Unit 6 
DUTY-FREE SALES 
 
Duty-free sales 
 
Duty-free announcement 
Ladies and gentlemen, 
We will now commence with the sale of duty free items. Please, pay attention to the details of our 
selection of cigarettes, which are on special on today’s flight. We also have perfumes, small gifts, 
toys…You will find all of these items and many more in the in-flight duty-free magazine, which may 
be found in the pocket of the seat in front of you. 
On today’s flight we can accept the following currencies: US dollars and euro. We also accept 
traveler’s checks and major credit cards. Thank you for your attention. 
 
Now, replace the boldfaced words above with the words below and practice the duty-free 
announcement again. 
Cigarettes � perfume / toys / wine / scarves 
US dollars and euro � real (Brazil), yen (Japan), Canadian dollar (Canada), pound (United 
Kingdom), peso (Argentina) 
(for a list of currencies see the end of this unit) 
 
Answer the questions using one of the following examples, and then practice them with a friend. 
1. I am sorry, madam, but there’s none left. 
2. I’m sorry, sir, but we are sold out. 
3. I am sorry, but we do not carry that brand. 
4. I am sorry, but we do not accept that currency on this flight. 
5. I’m sorry, sir, but we only carry small ones. 
6. I’m sorry, madam, but we only have thatone in red. 
 
a. Do you have Rothmans cigarettes? 
______________________________________________________________________ 
b. Do you accept US dollar? 
______________________________________________________________________ 
c. Is there another size? 
______________________________________________________________________ 
d. I like this one here. Do you have it in blue? 
______________________________________________________________________ 
e. I would like a Chanel number 5. 
______________________________________________________________________ 
f. I’ll take a CK perfume. 
______________________________________________________________________ 
 
Read the following text and answer true or false. 
 
Passengers flying on economy class usually look for duty free items that are not too expensive. 
They like to compare brands and prices before purchasing. Most passengers end up buying some 
duty free item for personal use, or to give as a gift to someone. 
An eau de toilette usually costs anywhere from $30.00 to $50.00 (US), and small gifts anywhere 
from $5.00 to $20.00 (US). 
 15 
Cigarettes are the most sold items, followed by perfumes and drinks. Some duty free items sell very 
quickly while others will not sell at all. 
Considering that there are duty-free allowances in the destination, a passenger must be attentive to 
the amount of items that he/she is allowed to take into the country. 
 
a. A passenger should not worry about the amount of duty-free items he/she is purchasing. ______ 
b. Passengers only buy duty free items for personal use. ______ 
c. Economy class passengers like to compare brands and prices before purchasing an item. ______ 
d. Perfumes are the most sold items, followed by cigarettes and drinks. ______ 
e. Small gifts usually cost anywhere from $30.00 to $50.00 (US). ______ 
f. Economy class passengers like to purchase duty-free items that are not too expensive. ______ 
 
Practice the following conversations. 
Conversation 1 
 PAX I would like one Benson and Hedges. 
 FA Would you like to light one or…? 
 PAX No, I’ll take the regular one, please. 
 How much is it? 
 FA It’s $5.00 dollars, sir. 
 PAX Do you have change for a $20.00 dollar bill? 
 FA Yes, sir. I think I do. 
 Here is your change, sir. Anything else? 
 PAX No, thanks. That will do. 
 FA Thank you very much, sir. 
 Conversation 2 
 FA What would you like today, madam? 
 PAX I am looking for an eau de cologne. 
 FA Let me see. We have two brands. 
 PAX Can I see both brands, please? 
 FA You certainly can, madam. 
 PAX Uh! I like both of them, but I think I’ll take this one, please. 
 FA That was a very good choice. 
 PAX Thank you. 
 FA Thank you, madam. 
 
GRAMMAR 
Demonstrative adjectives and pronouns 
How much s this perfume? It is US$30.00. 
How much is that cigarette lighter she’s holding over there? It’s… 
How much is it? It’s… 
How much are these small gifts? They are US$ 5.00. 
How much are those cigars? They’re… 
How much are they? They’re… 
 Show proximity Show distance 
Singular This That 
Plural These Those 
 
Fill in the blanks using how much / this / that / these / those and then practice the following dialogues: 
1. _________________________ cigarette lighters? 
 16 
_________________________ US$ 7.00 each. 
2. _________________________ whisky, please? 
_________________________ US$ 70.00. 
3. _________________________ scarves? 
Which ones, madam? 
The ones the lady is holding over there. 
4. _____________________________? 
They are US$ 20. 
5. ________________________ eau de toilette? 
This one is US$ 40. 
6. ____________________________________? 
It’s US$ 15. 
7. How much is that after shave? 
_______________________ US 30, but we have none left, sir. 
 
 
Country Currency Symbol Subdivision 
ISO-4217 
Code 
Regime 
Argentina peso (1991-) $ 100 centavos ARS 032 float 
Australia dollar A$ 100 cents AUD 036 float 
Austria (1999-) euro € 100 cents EUR 978 float 
Bolivia boliviano Bs 100 centavos BOB 068 float 
Brazil real (1994-) R$ 100 centavos BRL 986 float 
British Indian Ocean 
Territory 
legal currency is GBP, but mostly USD is used 
British Virgin 
Islands 
see United States 
Canada dollar Can$ 100 cents CAD 124 float 
Central African 
Republic 
franc CFAF 100 centimes XAF 950 Euro (655.957) 
Chile peso Ch$ 100 centavos CLP 152 indicators 
China yuan renminbi Y 10 jiao = 100 fen CNY 156 m.float 
Colombia peso Col$ 100 centavos COP 170 m.float 
Cuba (external) 
convertible 
peso 
Cuc$ 100 centavos CUC US-$ (0.93) 
Cuba (internal) peso Cu$ 100 centavos CUP 192 CUC (24) 
Ecuador (15-Sep-
2000 -) 
country has adopted the US Dollar 
Egypt pound £E 
100 piasters or 1,000 
milliemes 
EGP 818 m.float 
European Union 
(1999-) 
euro € 100 cents EUR 978 
The euro is only used in Austria, Belgium, Finland, France, Germany, Greece, Ireland, Italy, 
 17 
Luxembourg, Netherlands, Spain, and Portugal; it is not used in other E.U. countries. 
Falkland Islands pound £F 100 pence FKP 238 
British Pound 
(1.0) 
France (1999-) euro &euro 100 cents EUR 978 float 
Great Britain see United Kingdom 
Greece (2001-) euro &euro 100 cents EUR 978 float 
Hong Kong dollar HK$ 100 cents HKD 344 
US-$ (7.73 
central parity) 
Ireland (1999-) euro &euro 100 cents EUR 978 float 
Italy (-1998) lira (pl. lire) Lit no subdivision in use ITL 380 euro-1936.27 
Italy (1999-) euro &euro 100 cents EUR 978 float 
Korea, North won Wn 100 chon KPW 408 
Korea, South won W 100 chon [*] KRW 410 float 
Mexico peso Mex$ 100 centavos MXN 484 float 
Monaco see France 
Netherlands (1999-) euro € 100 cents EUR 978 float 
New Zealand dollar NZ$ 100 cents NZD 554 float 
Peru new sol S/. 100 centimos PEN 604 float 
Poland zloty 
z dashed 
l 
100 groszy PLN 985 m.float 
Portugal (-1998) escudo Esc 100 centavos PTE 620 euro-200.482 
Portugal (1999-) euro € 100 cents EUR 978 float 
Russia (1998-) ruble R 100 kopecks RUB 810 float 
Saudi Arabia riyal SRls 100 halalat SAR 682 US-$ (lim.flex.) 
Spain (-1998) peseta Ptas 100 centimos ESP 724 euro-166.386 
Spain (1999-) euro € 100 cents EUR 978 float 
Sweden 
krona (pl. 
kronor) 
kr or Sk 100 ören SEK 752 m.float 
Switzerland franc SwF 100 rappen/centimes CHF 756 float 
United Kingdom pound £ 100 pence GBP 826 float 
United States of 
America 
dollar $ 100 cents USD 840 float 
Venezuela bolivar Bs 100 centimos VEB 862 float 
 
[*] indicates that the subdivision is no longer in use 
 
 
 
 
 
 18 
Unit 7 
IN-FLIGHT ENTERTAINMENT 
 
Movies 
 
Movies announcement 
Ladies and gentlemen, 
We will shortly begin our feature film. Today’s film is Lost in Shades of Blue, a comedy starring Paul 
Rodney and Wilma Leroy. 
Our crew will now distribute the headsets. The Portuguese sound track of today’s film is on channel 7, 
and the English sound track is on channel 2. 
We also have music channels available. Please check all the details about our movie/music channels in 
the in-flight magazine in the seat pocket in front of you. 
Thank you 
These are some types of movies available for viewing during in-flight entertainment: 
Action 
Adventure 
Drama 
Documentary in general 
Comedy 
Thriller 
Today’s aircrafts are equipped with a passenger armrest control unit. This unit allows the passenger to 
control a variety of features, from calling a flight attendant to plugging his/her headset. The armrest 
control unit is usually equipped with the following features: 
1 Volume control low/high 
2 Electrical headset socket 
3 Audio channel selector button 
4 Flight attendant call/cancel button 
5 Channel indicator 
6 Pneumatic headset socket 
7 Light switch on/off button 
Some aircrafthave the service unit with the flight attendant call/cancel button and the light switch 
on/off button right above the passenger’s seat. This type of service unit also has the air conditioning 
outlet nozzle. 
Pair up and practice the following dialogues. 
1. FA Can I offer you something to read, madam? 
 PAX Yes, please. Do you have the Financial Times? 
 FA Yes, I do. 
 PAX Thank you. 
2. FA Would you care for a magazine, sir? 
 PAX No, thanks. 
3. FA Would you care for a newspaper, sir? 
 PAX Do you have the Globe and Mail? 
 FA Yes, I do, sir. 
 PAX Thank you. 
4. FA Would you like something to read, madam? 
 PAX Do you have anything in Portuguese? 
 FA No, I’m sorry. All our magazines and newspapers are in English. 
 PAX That’s OK. Thank you, anyway. 
 19 
GRAMMAR 
How, where and what questions with do and does 
How do I switch the channel, please? You just have to press this button, sir. 
Where does she turn the volume down? Use the third button from the left. 
What button do I press to turn the light on? This one, madam. 
Do you…? (present simple questions) 
Use do / does in present simple questions: 
Positive Negative Question 
I I do not I 
You You or Do you 
We do We don’t we 
They They they 
He He does not he 
She does She or Does she 
It It doesn’t it 
 
Do / does +subject + infinitive 
Do they like music? 
Does she work at the airport? 
 
Fill in the blanks using how, where, which, do and does, then practice the following dialogues: 
1 _______________ I get the music channel? 
Try channel 3, sir. 
2 _______________ he turn the light off? 
Just press the second button from the left. 
3 ______________ button _________________ I press to call the flight attendant? 
You press the first button from the left. 
4 ____________________ I plug in my headset, please? 
Oh! This is a pneumatic headset. So you have to plug it in the second socket from the right. 
5 _____________________ she press to cancel the flight attendant call? 
Just press the first top button from the left. 
6 ________________________ I switch from channel 5 to channel 8? 
You just need to press the fourth top button from the right. 
7 ________________________ plug in this headset? 
Oh! This is an electrical headset. So you have to plug it in the first socket from the right. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 20 
Unit 8 
GENERAL PASSENGERS QUESTIONS, CONCERNS AND PROBLEMS 
 
Technical matters 
 
There are a great number of passengers who do not feel comfortable when it comes to flying. 
Instead of relaxing and enjoying the flight, many passengers worry about noises they hear and parts of 
the airplane they see moving from one position to another. Although the noise and moving parts are 
perfectly normal, passengers do need to be reassured during the flight that everything is perfectly 
normal. 
As a flight attendant, it is important to always remember that passengers will feel much better if you 
talk to them and explain that everything is under control. 
Here are some of the usual questions asked by worried passengers. Write down possible responses to 
the following sentences: 
Departure 
Why is the airplane making so much noise? 
___________________________________________________________________________________ 
Why are the cabin lights off? 
___________________________________________________________________________________ 
What was that loud bang? 
___________________________________________________________________________________ 
Cruising portion 
Why are the wings bending up and down? 
___________________________________________________________________________________ 
Why are we climbing/descending again? 
___________________________________________________________________________________ 
Why are we slowing down? 
___________________________________________________________________________________ 
Arrival 
Why are some metal parts on the wings moving? 
___________________________________________________________________________________ 
What was that loud noise? 
___________________________________________________________________________________ 
 
Fill in the blanks using the words listed below. Practice the following dialogues. 
12:30 pm Now 
Arriving Rain 
Believe Recommend 
Do Supposed 
Do Terminal 
Downtown There is 
Idea Weather 
Lisbon Where 
Matter of fact Would 
1. What’s the ___________________ like in Toronto? 
It’s ______________________ to be overcast with _________________________. 
2. _______________ you have any ___________________ what time we’ll be ___________? 
Our estimated time of arrival is ____________________________. 
3. ________________________________ can I get a good hotel in ___________________? 
 21 
I __________________________ the Hotel Grande Lisboa which is near ____________. 
4. ___________________ you be able to tell me where the Air Nova check in counter is? 
Yes, madam. I ___________ it’s located on the second floor of the main ________________. 
5. ____________ you think ____________ still snow on the ground at this time of the year? 
Oh yes! As a _____________, it’s snowing in Halifax right ___________________. 
 
Time Zone Changes 
Some flights will take you to countries where the time zone is different from where you departed. Thus, 
it is necessary to be informed about these changes so you’ll be able to promptly inform passengers of 
the time at their destination. 
1. What is the local time in New York? 
New York is 3 hours ahead, so it’s 9:45 am, madam. 
2. What is the local time in Frankfurt? 
Frankfurt is 2 hours ahead, so put your watch forward 2 hours. It’s 12:30 pm, sir. 
3. What is the local time in Ottawa? 
They are 1 hour behind, so wind your watch backward. It’s 5:30 pm there, madam. 
 
 
 
Fill in the blanks using the information on the map. 
1. Departing from Vancouver 
It’s 5:30 pm now. What is the local time in Rome? 
Rome is ___________________, so it’s _____________________ in Rome. 
2. Departing from Toronto 
It’s 7:30 am now. What is the local time in São Paulo? 
São Paulo is ____________, so wind your watch forward _____________. It’s ____________. 
3. Departing from Sidney 
It’s 12:30 am now. What’s the local time in London. 
They are ____________ so put your watch ____________________. It’s _________________. 
4. Departing from Rio de Janeiro 
 22 
It’s 5:30 am now. What’s the local time in Ottawa? 
Ottawa is _________________, so wind your watch backward _______________. It’s 
________________, madam. 
Practice more with a partner. 
 
Nursing Mothers 
Nursing mothers will usually need assistance from the flight attendants. A mother may ask for one of 
the following items during the flight. 
Bassinet 
Baby food 
Baby powder 
Diaper pin 
Disposable diapers 
Feeding bottle 
Pacifier / soother 
Sterilizing cloth 
Nipple 
 
1. Would you please heat this _________________ up for me? 
Yes, madam. I’ll be right back. 
2. There aren’t any _______________________ in the lavatory. 
I’ll see if I can find some for you, madam. 
3. Would you please pour some milk in this _____________________? 
Sure, that’s no problem, madam. Would you like me to warm it up too? 
Oh, yes. That would be perfect. Thank you so much. 
4. We have a ______________________ in the lavatory, madam. You can use it to change your 
baby’s diaper. 
5. You wouldn’t happen to have any spare ________________ for my baby’s bottle, would you? 
I’m sorry, madam, but we don’t have one. 
6. I left his ____________ pin and baby _____________________ in my bag under my seat. 
Would you mind getting it for me? 
No, not at all, madam. 
Oh, I appreciate your help. 
7. I can’t find her ______________________. She won’t stop cryinguntil I give it to her. 
May I help to look for it? 
Sure, thanks. 
8. Oh, I have only two _____________________ cloth left. 
That’s OK. I’ll see if I can find some extra ones for you. 
 
Electronic Equipment on Board 
Passengers should be informed that electronic devices may interfere with the aircraft’s navigation 
system and their use is prohibited during all phases of flight. With that in mind, flight attendants should 
make sure that no one is using electronic devices such as: 
Calculators 
CD players 
Cellular phones 
Electronic games 
Laptop computers 
Organizers 
Walkman 
MP3
 
Pair up and practice the following conversation. 
FA: I’m very sorry, sir, but I’m going to have to ask you to stop using your laptop computer. It 
interferes with the aircraft’s electronic systems. 
PAX: I’m sorry. I didn’t know that. 
 
 23 
Now, replace the boldfaced word with the words listed below and practice it again. 
Calculator 
CD player 
Cellular phone 
Electronic game 
Laptop computer 
Organizer 
Walkman 
 
 
General Passengers Complaints about the lavatory 
a. The waste container is full. 
b. There isn’t any toilet paper left in the lavatory. Do you have any more? 
c. The toilet is really dirty. Can you do something about it, please? 
d. The toilet is clogged. 
e. The basin is clogged. 
f. The taps are not working properly. 
g. The flush handle is stuck. 
h. Could you put some more facial tissue in the lavatory, please? 
 
GRAMMAR 
Comparative adjectives 
Clean Cleaner Cleanest 
Light Lighter Lightest 
Small Smaller Smallest 
Adjectives with –ER and –EST* 
Big 
Busy 
Cheap 
Clean 
Cold 
Cool 
Dirty 
Dry 
Early 
Easy 
Fast 
Friendly 
Heavy 
High 
Hot 
Large 
Late 
Light 
Long 
Mild 
New 
Old 
Pretty 
Quiet 
Safe 
Short 
Slow 
Small 
Tall 
Ugly 
Warm 
Wet 
Young 
*There are more comparative adjectives, which are not listed above 
 
Examples: 
1 It’s colder in Toronto than in Vancouver? 
Oh, yes. It’s much colder in Toronto. 
2 Madam. I would just like to inform you that we’ll be arriving earlier than we thought. 
Oh, that’s great. Thank you. 
3 This must be one of the heaviest suitcases you have ever carried. 
It’s heavy, but that’s ok. 
4 This must be one of the largest airplanes I have ever seen. 
Yes, this is a Jumbo 747,madam. 
 
Fill in the blanks using the words in parenthesis. 
1 I’m worried about flying. Perhaps I should have gone by car. 
Don’t worry, sir. Airplanes are much _____________ than cars. (safe) 
2 People say that Russia is one of the ________________ places in the world. (cold) 
 24 
That could be true, madam. 
3 Is this the _______________ cigarette lighter you have? (cheap) 
Yes, madam. 
4 It’s ___________________ in here now than a few minutes ago. I think they have turned the air 
conditioning down. (warm) 
Comparative and superlative adjectives 
COMPARATIVE 
More beautiful than 
More modern than 
SUPERLATIVE 
The most beautiful 
The most modern 
Adjectives with more and most* 
Beautiful 
Boring 
Crowded 
Dangerous delicious 
difficult exciting 
expensive 
Fascinating interesting 
Modern 
*There are more superlative adjectives, which are not listed above. 
 
Examples: 
1 Europe is one of the most boring places I have ever visited. 
2 New Zealand is more beautiful than Australia. 
 
Fill in the blanks using the words in parenthesis. 
1 I think Japan is one of the __________________ places around the world. (fascinating) 
2 This magazine is _____________________ than the one I was reading a few minutes ago. 
(interesting) 
3 This is the ____________________________________ trip I have ever taken. (expensive) 
 
Irregular adjectives 
Bad 
Good 
Worse 
Better 
Worst 
Best 
 
Examples: 
1 The weather is getting worse. 
2 This was my worst vacation. 
 
Write four sentences using worse, worst, better, and best. 
1 __________________________________________________________________________ 
2 __________________________________________________________________________ 
3 __________________________________________________________________________ 
4 __________________________________________________________________________ 
 
 
 
 
 
 
 
 
 
 
 
 25 
Unit 9 
EMERGENCY PROCEDURES 
 
Cabin Depressurization 
 
A cabin depressurization is identified by: 
� Rushing air 
� Sudden drop in temperature 
� Fog 
Immediate actions performed by the crew in case of depressurization: 
� Captain positions the aircraft into a steep dive. 
� Both the fasten seat belt and smoking signs are switched on. 
� An announcement about the emergency is made. 
� Cabin crew puts on the oxygen masks. 
 
Listen and repeat the following announcement. 
Cabin Depressurization Announcement 
Ladies and gentleman, 
Due to a loss of cabin pressure, we are making a rapid controlled descent for a few minutes to a safer 
altitude. 
Please extinguish all cigarettes immediately. Please use your oxygen mask during the period. Please, 
pull it down, place it over your nose and mouth, and breathe normally. Adjust the strap to secure the 
mask. Parents should adjust their own masks first, then assist their children. Please keep breathing 
through the masks until you are advised to remove them. 
Thank you for your attention. 
 
Forced Landing Procedures* 
� Captain declares n emergency. 
� Captain briefs the senior cabin crew member about the emergency. 
� Senior cabin crew member assembles the flight attendants through the (PA) public address 
system. 
� Senior cabin crew member briefs the flight attendants about the emergency and assigns duties to 
each one of them. 
*The procedures listed above are for training purposes only. 
 
Forced Landing Announcement 
Ladies and gentleman, 
Please pay attention to this announcement. 
We have to make an emergency landing in about 20 minutes. 
Your safety and the safety of those who need your assistance will depend on you carrying out the 
following instructions very carefully and calmly. Your crew has been especially trained for situations 
of this nature. 
Please fasten your seat belts, remain seated, extinguish all cigarettes, place your seat in the upright 
position, and secure the table in front of you. 
We advise you to read the card in the seat pocket in front of you for details of emergency landing 
procedures. 
Please fasten your seat belts as tightly as possible. 
 26 
When you hear the command brace for impact or the fasten seatbelt sign starts to flash, immediately 
take the brace for impact position and remain in this position with the seatbelt fastened until the aircraft 
comes to a complete stop. 
Keep calm and wait for instructions before leaving your seat. 
Fill in the blanks using the following words. 
Bottom 
Chute 
Cigarettes 
Escape chute 
Evacuate 
Exit 
Extinguish 
Help 
Hold 
Jackets 
Leave 
Secure 
Strap 
Throw 
Upright 
a. In case of ditching, I want you to _______________________ out the life _________________. 
b. Sir, please stand near that ___________________ and help the passengers to ______________. 
c. Please, do not _________________________ your seat belts. 
d. Your duty will be to ___________________ passengers in clearing the area at the 
_________________ of the ___________________________. 
e. Your seat must be ___________________________ and the table folded. 
f. I want you to _____________________ the _____________________ on the ground. 
g. Please, ______________________ all ____________________________ immediately. 
h. Adjust the ________________________ to ______________________ the mask. 
During the emergency procedures, flight attendants will select passengers that are able to assist them 
with the evacuation. These passengers are known as able-bodied-passengers (ABPs).The senior cabin 
crewmember briefs these passengers about the emergency and assigns them duties. ABPs are to assist 
the flight attendants: 
� To operate emergency exits when ordered by the flight attendants; 
� To stand near exits and help other passengers to evacuate; 
� To hold the escape chute on the ground; 
� To help passengers in clearing the area at the bottom of the chute; 
� In case of ditching, to throw out life rafts, to help passengers get on the life raft. 
 
 27 
Ditching Announcement 
In case of ditching, the following announcement will be added: 
Please remove your shoes, glasses, dentures, pens and all other sharp objects, which might injure you. 
Put on your life jacket, but do not, repeat, do not inflate it until you have left the aircraft. 
 
Words and phrases used during an emergency: 
Brace for impact 
Come 
Do not panic 
Evacuate now 
Faster 
Go 
Go/jump 
Heads down 
Here 
Keep calm 
Leave your luggage 
Move 
Move away from the aircraft 
Single line 
Slower 
Stop use the opposite exit 
Swim towards the life raft 
That way 
This way 
Touchdown 
Use the next exit 
 
Pair up and practice the following conversations: 
1. When should I leave the aircraft? 
Please, remain in the brace-for-impact position with seatbelt fastened until the aircraft comes to 
a complete rest. 
2. Should I inflate my life jacket now? 
No, madam. Do not inflate your life jacket until you have left the aircraft. 
3. Can I take my luggage with me? 
No, sir. Leave your luggage in the aircraft. 
4. What should I do about my glasses? 
Please, madam, remove not only your glasses, but also your shoes and all sharp objects you may 
have in your pockets. 
 
Write in the names of the parts on the diagram. 
_____ Light 
_____ Cylinder 
_____ Straps 
_____ Battery 
_____ Mouthpiece 
_____ Whistle 
_____ Whole for head 
_____ Red inflation toggle 
 
 
 28 
GRAMMAR 
Expressing necessity: have to, have got to, should, must 
Examples: 
1 You have to assign a passenger to stand by the exit door. 
2 I have got to help the other passengers. 
3 You should fasten your seat belt now. 
4 You must remain seated, please. 
 
Fill in the blanks using have to, have got to, should and must 
1 It’s an emergency. You ____________ keep your oxygen mask over your nose and mouth. 
2 The seatbelt sign is on, sir. You ______________ fasten your seatbelt. 
3 I ________________ sit down now. I don’t like turbulence. 
4 She __________________ remain calm. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 29 
Unit 10 
FIRST AID 
 
The Human Body 
 
 
Medical supplies usually contained in the first aid kit*: 
� Antiseptic 
� Anti-travel sickness tablets 
� Cotton wool 
� Drugs 
� Eye drops 
� Gauze 
� Heart stimulants 
� Indigestion tablets 
� Nose drops 
� Pain killers 
� Scalpel 
� Tranquilizers 
*The above list is given for training purposes only. 
 
Symptoms 
How do you feel, madam? 
I feel awful faint ill weak 
 cold feverish sick 
 dizzy hot strange 
 
 
 
 
 
 30 
How are you feeling, sir? 
I am feeling - a bit 
 a little 
 slightly ill. I have a toothache. I Hope it works. 
 rather 
 very 
 + terribly 
 
Fill in the blanks using the words ache, pain and sore, plus the words in parenthesis. 
1. I have a slight pain in my neck. (slight, neck) 
2. I’ve got a little headache. (a little, head) 
3. I’ve got a ______________ ______________ in my __________________. (chest, sharp) 
4. I have a ___________________. (tooth) 
5. I’ve got a _______________ __________________. (throat) 
6. I have a ________________ ________________ in my left __________________. (arm, bit of) 
7. I think it’s something that I ate. I’ve got a ______________________. (stomach) 
8. Oh! I have a ____________________. (back) 
 
Complete the sentences using the words below.* 
Chest pain 
Desire to vomit 
Faint 
Fever 
Headache 
Indigestion 
Too cold 
Too hot 
Toothache 
1. You would give an aspirin to a person who has a ___________________________. 
2. You would try to find a doctor on board if a passenger had a __________________ or a 
____________________. 
3. You would give a passenger a sickness bag if he/she had the ______________________. 
4. You would increase the flow from the air conditioning outlet nozzle if a passenger felt 
______________________________. 
5. You would offer a blanket to a passenger who felt ________________________. 
6. You would offer an antacid tablet to a passenger feeling ___________________. 
7. You would give oxygen to a passenger who was feeling ____________________. 
8. You would offer some painkiller to a passenger who had ____________________. 
*The exercise above is for training purposes only. 
 
If there is a serious illness on board of the aircraft the following announcement will be made through 
the public address system: 
Request for a Doctor Announcement 
Ladies and gentlemen, 
We would like to have your attention, please. 
If there is a doctor on board, could you please contact a member of the flight crew? 
This is a request for a doctor. 
Thank you. 
 
GRAMMAR 
To, two, too 
1 I would like to take something for my headache. 
2 There are two passengers on board who are complaining of a stomachache. 
 31 
3 I feel too hot. I need some air. 
 
Fill in the blanks using to, two, or too. 
1 If you don’t mind, I would like one aspirin _____________. 
2 I would like ____________ have a glass of water, please. 
3 Try _________ keep calm. We’ll be arriving in __________ hours. 
4 I feel pain in my legs _____________. 
5 Oh! I have such a toothache. Maybe I should take ____________ painkillers instead of one. 
6 Would you like me ________ bring you a blanket? 
Yes, please. 
 I’ll be back in __________ minutes. 
7 Oh! I think I had ___________ much ice cream. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 32 
GENERAL ANNOUNCEMENTS 
1. Delayed Take-off Apology 
Good morning ladies and gentlemen. We would like to apologize for the delay in taking-off today. 
We would also like to inform you that the delay was caused by technical problems at the Rome 
airport. 
We are now ready for take-off. 
We thank you for your patience. 
 
Now, practice making the announcement above using the following words: 
Heavy air traffic / Detroit 
Late arrival / Buenos Aires 
Operational problems / Paris 
Stormy weather / Miami 
Technical difficulties / Montreal 
Ground handling problems / Rio de Janeiro 
 
2. Aborted Departure 
Ladies and gentlemen, 
We regret to inform you that due to operational problems at the Seattle airport, we are unable to 
take-off as scheduled. 
We are now returning to the apron. 
We expect our flight to be delayed for 45 minutes. Further announcements will be made shortly. 
We do apologize for this occurrence, which, unfortunately, is beyond our control. 
Thank you for your patience and understanding. 
 
Now, practice making the announcement above using the following words: 
Technical problems / Frankfurt / 35 minutes / when we reach the apron 
Stormy weather / São Paulo / 2 hours / at the airport lounge 
 
Rewrite the sentences using the words in parenthesis. 
1 (our flight, we expect , to be , further notice , delayed until) 
________________________________________________________________________________ 
2 (announcements will, further, lounge, be made, in the airport) 
________________________________________________________________________________ 
3 (inform you that due, regret to, too heavy air traffic, we, airport, we are unable, at Munich, as 
scheduled, to take-off) 
_____________________________________________________________________________4 (cancelled, to be, we expect, our flight) 
________________________________________________________________________________ 
 
3 Turbulence 
Ladies and gentlemen, 
Our captain advises that we are approaching an area of expected turbulence. 
For your comfort, please remain seated with your seat belt fastened until the fasten seat belt sign is 
switched off. 
Thanks for your attention. 
 
 33 
4 Diversion 
Ladies and gentlemen, 
We regret to inform you that due to (technical problems / medical condition / stormy weather / 
freezing rain) at the Montreal airport, we are (landing in / returning to / diverting to) (Toronto / 
Ottawa). We expect to land in (50 minutes / 25 minutes / 10 minutes). A further announcement will 
be made (shortly / after landing). 
 
Now, practice making the announcement above using the words contained in parenthesis. 
 
5 Passenger Identification 
Ladies and gentlemen, 
This is a passenger identification announcement. 
Would Mr. Celso Freitas please identify himself to a member of the flight crew? 
Thank you. 
 
Now, practice making the above passenger identification announcement using the following names: 
Mr. and Mrs. Keiko / themselves 
Mrs. Janet Houston / herself 
Mr. Roberto França / himself 
Miss Sheila Davis / herself 
 
6 Landing Card 
Ladies and gentlemen, 
We shall shortly begin distributing landing cards for passengers who do not hold a Brazilian 
passport. 
If you do not hold a Brazilian passport, you are required to complete the form. Please use a 
ballpoint pen and write in capital letters. 
Please keep the completed landing card with your passport for presentation to immigration officers 
after landing. 
Thank you for your attention. 
 
7 Delayed Landing 
Ladies and gentlemen, 
We regret to inform you that our landing will be delayed by approximately 45 minutes due to fog at 
the São Paulo airport. 
 
8 Descent 
Ladies and gentlemen, 
We are now initiating our descent to Charles-de –Gaulle airport. 
Please fasten your seat belts, put your seat in the fully upright position, and fold your tray table 
upright into the seat in front of you. 
Thank you. 
 
9 Final Approach 
Ladies and gentlemen, 
The captain has now switched on the no-smoking sign. 
Would you please extinguish all cigarettes and check that your seat belts are securely fastened for 
landing? 
Thank you. 
 
 
 34 
10 After Landing 
Ladies and gentlemen, 
You are kindly requested to remain seated with your seat belts fastened until the aircraft has come 
to a full stop. 
The weather in Boston is cloudy, and the temperature is 22°C. local time is 9:25 am. 
Please ensure that you take all your belongings with you when leaving the aircraft. 
Passengers taking connecting flights from Boston are asked to report to the transit desk as soon as 
possible. 
We hope you have enjoyed your flight with us today. 
Thank you for flying TAM Airlines. 
 
11 Transit 
Ladies and gentlemen, 
Passengers staying with us for the flight to São Paulo are kindly requested to: 
� Disembark, taking all their hand baggage with them for passport and customs control. 
� Disembark. All hand baggage may be left on board. 
� Remain on board. Please note that smoking is not allowed while the no-smoking sign is on. 
We shall continue our flight to São Paulo in one hour. 
Thank you. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 35 
CONVERSATIONS BETWEEN PASSENGERS AND FLIGHT ATTENDANTS 
FA = flight attendant PAX = passenger 
*Madam, a polite or formal title used in speaking to a woman (used alone, not with a name). Ma’am (informal of 
madam). 
BOARDING 
1 FA Good morning / afternoon / evening. Welcome aboard, ma’am / sir! 
PAX Good morning / afternoon / evening. 
2 FA I’m sorry, sir, but this is someone else’s seat. 
PAX Oh! I’m sorry. 
3 FA Would you mind changing seats with that lady, sir? 
PAX No, I wouldn’t. 
FA Thank you very much, sir. 
PAX You’re welcome. 
4 FA Are you having trouble finding your seat, ma’am? 
PAX Yes, I am. 
FA Let me help you. 
PAX Oh! Thank you so much. 
5 FA May I help you to find your seat, sir? 
PAX Yes, please. 
FA May I see your boarding pass? 
PAX Sure. 
FA Let me see, 32 B. your seat is right here, sir. 
PAX Thank you. 
6 PAX Where can I put my bag, please? 
FA You can put it under your seat, ma’am. 
7 FA Please, sir, remember to read the safety leaflet. 
PAX OK. 
8 FA Could you please avoid obstructing the aisle, sir? 
PAX Oh! I’m sorry. 
9 FA May I rearrange your backpack in the overhead compartment? 
PAX Sure, go ahead. 
10 FA Ma’am, could you please keep your seat in the fully upright position? 
PAX Oh! Sure. 
11 FA I’m sorry, sir, but smoking is not allowed in this aircraft. Please put that cigarette 
out immediately. 
OR 
Please extinguish your cigarette. 
12 PAX I asked for a non-smoking seat, but there were none left. I’m sorry but I can’t 
hardly breathe with smoke everywhere. 
FA I’m sorry about this, ma’am. I’ll see if I can find a spare non-smoking seat for 
you. 
13 FA May I stow your coat in the wardrobe compartment, ma’am? 
PAX Yes, please. 
14 FA You have a special seat allocated to make feeding easier, ma’am. 
PAX Oh! Thank you, very much. 
15 FA Can I see your boarding pass, sir? 
PAX Yes, This is my boarding pass. 
16 FA Is there anything I can do to help you, ma’am? 
PAX No, thanks. I’m OK. 
 36 
17 FA Excuse me, sir, but I think you should be in the economy class. 
18 FA I’m sorry, ma’am, but this seat is reserved for a member of the cabin crew. 
19 PAX I’m not sure what to do with my coat. 
FA I can hang it for you in the wardrobe compartment. 
PAX Oh! Thank you so much. 
TAKE-OFF 
20 PAX Should I fasten my seat belt now? 
FA Yes, sir, please. 
21 FA Please fasten your seat belt, ma’am. 
PAX Oh! OK. 
22 FA Please keep your seat in the fully upright position, sir. 
PAX OK. 
23 PAX May I recline your seat now? 
FA No, ma’am. 
24 FA Tables must be folded away for take-off, sir? 
OR 
 May I ask you to fold away your table, sir? 
PAX Oh! OK. 
25 PAX I need to use the lavatory. 
FA I’m sorry, ma’am, but we are about to take-off. Please find your seat. 
26 PAX I would like to get my purse from the overhead compartment. 
FA I’m sorry, ma’am, but we are about to take-off. I’ll get it for you later. 
27 FA Please, sir, find your seat, we are about to take-off. 
PAX OK. 
28 FA I’m sorry, sir, but you must remain seated during take-off. 
PAX OK. 
FOOD AND DRINK 
29 FA Would you like some breakfast/lunch/dinner, sir? 
Here we are ma’am. Enjoy your meal. 
Excuse me. Would you care for a snack? 
Breakfast, ma’am? 
30 FA Would you care for a drink, ma’am? 
What would you like to drink, ma’am? 
Can I get you anything to drink, sir? 
31 FA I’m sorry, sir, but could you please pass this tray to the lady by the window? 
I’m sorry, sir, but could you please pass this tray to the lady next to you? 
Would you like something else instead? 
32 FA How was your meal, sir? 
PAX It was good, thanks. 
33 PAX Can I have some more bread, please? 
FA Sure, I’ll be right back, sir. 
PAX My coffee is cold! 
FA I’m terribly sorry, sir. I’ll bring you another one immediately. 
34 FA Tea or coffee, ma’am? 
PAX I’ll have tea, please. 
35 FA Is there something wrong with your meal, sir? 
PAX Yes. This food is cold. 
36 FA Have you finished your meal, ma’am? 
PAX Yes, I have. 
 37 
37 FA Which one do you prefer, sir? 
PAX That one, please. 
38 PAX Can I have some more orange juice? 
FA Yes, you can. 
39 PAX Do you have a vegetarian dish? 
FA Yes, we do. 
40 PAX Do you have a vegetarian dish? 
FA Did you order one when you made your reservation, ma’am? 
PAX Yes, I ordered one. 
FA Let me checkit for you, ma’am. I’ll be right back. 
41 PAX Could you please bring me a soft drink/a glass of water/a glass of wine/some 
orange juice/a whisky/a beer? 
42 PAX What time will breakfast be served? 
What time will lunch be served? 
What time will dinner be served? 
IN-FLIGHT ENTERTAINMENT 
43 PAX How do I switch on my reading light? 
FA Just press this button, sir. 
44 PAX How do I get the film sound track? 
FA Press this button to select channel 5. 
45 PAX How do I make the music louder? 
FA This button is for turning up the volume. 
46 PAX It’s very hot and stuffy in here. 
FA If you adjust the nozzle, you can control the amount and direction of air 
conditioning. 
47 FA Can I offer you something to read, sir 
PAX What newspapers do you have? 
FA We have O Estado de São Paulo and The Financial Times. 
PAX I’ll have The Financial Times, please. 
48 PAX Do you have anything to read? 
FA Yes, ma’am. We have newspapers and magazines. 
49 PAX Can I have a headset, please? 
FA Yes, I’ll be right back. 
50 FA Would you like a magazine, sir? 
PAX Do you have one in Spanish? 
FA No, I’m sorry. They are all in English. 
51 PAX Are there music channels available? 
FA Yes. Please check the details in the in-flight magazine, ma’am. 
GENERAL PASSENGER QUSTIONS, CONCERNS AND PROBLEMS 
52 PAX What’s the local time in Paris? 
FA One hour behind, so it’s 9:15 ma’am. 
53 PAX Can I visit the flight deck? 
FA I’ll have to check with the captain. 
 OR 
 The captain will probably say no as we are flying through a very busy area, but 
I’ll ask him. 
 OR 
 I’m sorry, sir, but the airline policy prohibits us from allowing passengers into 
the flight deck. 
 38 
54 FA I’m very sorry, sir, but I’m going to have to ask you to stop using your lap-top 
computer. It interferes with the aircraft’s electronic systems. 
PAX Oh! I’m sorry. 
55 PAX The waste container is full. 
There isn’t any toilet paper left in the lavatory. Do you have anymore? 
The toilet is really dirty. Can you do something about it, please? 
The toilet is clogged. 
The basin is clogged. 
The taps are not working properly. 
The flush handle is stuck. 
Could you put some more facial tissue in the lavatory, please? 
FA I’ll take care of it. 
56 PAX Why are the cabin lights off? 
FA They must be turned off during take-off and landing. It’s a safety measure. 
57 PAX What was that loud bang? 
FA Oh! Don’t worry, sir. It’s just the landing gear being retracted. 
58 PAX Why are we slowing down? 
FA We are preparing to descend, sir. 
59 PAX Why are some metal parts of the wings moving? 
FA Oh! It’s OK, sir. They were designed that way. 
60 PAX How many stops will the plane make? 
FA Two stops, ma’am. 
 OR 
 This is a non-stop flight, ma’am. 
61 PAX What time will we be landing? 
FA We will be landing at 2 o’clock. 
62 PAX How long is this flight? 
FA It’s a 5 hour flight, sir. 
63 PAX Is this plane on time? 
FA Yes, it is, sir. 
 OR 
 No, sir. We have a slight delay. 
64 PAX How is the weather in Seattle? 
FA It’s sunny and warm, ma’am. 
65 PAX Is this the smoking area? 
FA No, sir. This is a nonsmoking area. 
FIRST AID 
66 PAX I have a terrible headache. 
FA Would you like me to get you an aspirin, ma’am? 
PAX Yes, please. 
67 PAX I’m feeling a bit ill. 
FA What exactly are you feeling, sir? 
68 PAX I’ve got a sore throat. 
FA Is there anything I can get you, ma’am? 
69 PAX I feel like vomiting. 
FA Do you think you can make it to the lavatory, sir? 
70 PAX I feel hot. 
FA Would you like some more air, ma’am? 
71 PAX I’m not feeling well. I think it’s something I ate. 
 39 
FA Would you like some indigestion tablets, sir? 
PAX Yes, please. Thank you. 
72 PAX Oh! I feel cold. 
FA Would you like a blanket, ma’am? 
PAX Yes, please. 
73 FA Are you feeling all right, sir? 
PAX No, I’m not feeling well. 
74 FA Can I help you in any way, ma’am? 
PAX Yes, please. 
75 FA Can I be of any assistance, sir? 
PAX Yes, please. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 40 
COUNTRIES AND NATIONALITIES 
 
COUNTRY ADJECTIVE NOUN 
Africa African an African 
America American an American 
Argentina Argentinian an Argentinian 
Austria Austrian an Austrian 
Autralia Australian an Australian 
Bangladesh Bangladesh(i) a Bangladeshi 
Belgium Belgian a Belgian 
Brazil Brazilian a Brazilian 
Britain British a Briton/Britisher 
Cambodia Cambodian a Cambodian 
Chile Chilean a Chilean 
China Chinese a Chinese 
Colombia Colombian a Colombian 
Croatia Croatian a Croat 
the Czech Republic Czech a Czech 
Denmark Danish a Dane 
England English an 
Englishman/Englishwoman 
Finland Finnish a Finn 
France French a Frenchman/Frenchwoman 
Germany German a German 
Greece Greek a Greek 
Holland Dutch a Dutchman/Dutchwoman 
Hungary Hungarian a Hungarian 
Iceland Icelandic an Icelander 
India Indian an Indian 
Indonesia Indonesian an Indonesian 
Iran Iranian an Iranian 
Iraq Iraqi an Iraqi 
Ireland Irish an Irishman/Irishwoman 
Israel Israeli an Israeli 
Jamaica Jamaican a Jamaican 
 41 
Japan Japanese a Japanese 
Mexico Mexican a Mexican 
Morocco Moroccan a Moroccan 
Norway Norwegian a Norwegian 
Peru Peruvian a Peruvian 
the Philippines Philippine a Filipino 
Poland Polish a Pole 
Portugal Portuguese a Portuguese 
Rumania Rumanian a Rumanian 
Russia Russian a Russian 
Saudi Arabia Saudi, Saudi 
Arabian 
a Saudi, a Saudi Arabian 
Scotland Scottish a Scot 
Serbia Serbian a Serb 
the Slovak Republic Slovak a Slovak 
Sweden Swedish a Swede 
Switzerland Swiss a Swiss 
Thailand Thai a Thai 
The USA American an American 
Tunisia Tunisian a Tunisian 
Turkey Turkish a Turk 
Vietnam Vietnamese a Vietnamese 
Wales Welsh a Welshman/Welshwoman 
Yugoslavia Yugoslav a Yugoslav 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 42 
PARTS OF AN AIRCRAT 
 
 
1 Nose 
2 Windshield (or windscreen) 
3 Door 
4 Fuselage 
5 Wing 
6 Wing tip 
7 Slats 
8 Landing gear (or undercarriage) 
9 Vertical stabilizer (fin) 
10 Rudder 
11 Elevator 
12 Horizontal stabilizer 
13 Engine nacelle 
14 Aileron 
15 Flaps 
 
 
 
 
 
 
 
 
 
 
 43 
ANSWERS 
UNIT 1 
Choose the correct answer based on the text 
above: 
1. B 
2. C 
3. D 
 
Answer true or false 
1. B 
2. A 
3. B 
4. B 
 
Fill in the blanks and practice the following 
dialogues. 
1. what is his / is / he is 
2. where is / she is 
3. where are / I am 
4. what are / their names are 
5. where is 
 
UNIT 2 
Fill in the blanks: 
a. Purser 
b. 1st officer / co-pilot 
c. Flight engineer 
d. Captain/pilot 
e. Co-pilot 
f. Flight attendant 
g. Flight director/purser 
 
Answer true or false: 
1 B 
2 A 
3 A 
 
Fill in the blanks and practice the following 
dialogue. 
1 Is / he isn’t 
2 Are they / they are 
3 Is / it isn’t 
 
UNIT 3 
Referring to the text above, link the words. 
a. C 
b. D 
c. B 
d. E 
e. H 
 
Match the words and the pictures. 
 megaphone 
 life raft 
 fire axe 
 first aid kit 
 H²O fire extinguisher 
escape slide 
 
Fill in the blanks and then practice the 
following dialogues: 
 44 
1 b you may 
2 a could/can you 
3 a can I 
4 a would you 
b I don’t 
5 a I’m sorry 
 
UNIT 4 
Fill in the blanks and practice the following 
conversations using there is, there are, is there, 
are there, some and any. 
1 Is there / there is 
2 Are there any / there aren’tany 
3 Is there / there is 
4 Is there / there isn’t any 
5 are there any / there are some 
 
Fill in the blanks using there is, there are, is 
there, are there. 
1 Are there 
2 There are 
3 There is 
4 Is there 
 
UNIT 5 
Match each question to its answer. 
a. F 
b. A or C 
c. B 
d. E 
e. C or A 
f. D 
 
Fill in the blanks and practice the following 
dialogues by using the responses above: 
1 1 
2 3 
3 4 
4 2 
 
Match the two columns. 
1 4 
2 1 
3 3 
4 2 
5 6 
6 5 
 
Fill in the blanks using A or AN. 
1. a 
2. a / an 
3. a 
4. a 
5. an 
6. an 
 
UNIT 6 
Answer the questions using one of the 
following examples, and then practice them 
with a friend. 
1 1/2/3 
2 4 
3 5 
4 6 
5 1/2/3 
6 1/2/3 
 
Read the following text and answer true or 
false. 
a. F 
b. F 
c. T 
d. F 
e. F 
f. T 
 
Fill in the blanks using how much / this / that / 
these / those and then practice the following 
dialogues: 
1. how much are these / they are 
2. how much is this / it’s 
3. how much are those 
4. how much are these 
5. how much is this 
6. how much is this 
7. it’s 
 
UNIT 7 
Fill in the blanks using how, where, which, do 
and does, then practice the following dialogues: 
1 how do 
2 where does 
3 which / do 
4 where do 
5 where does 
6 how do 
7 where do 
 
 45 
UNIT 8 
Fill in the blanks using the words listed below. 
Practice the following dialogues. 
1 Weather/supposed/rain 
2 Do/idea/arriving/2:30 pm 
3 Where/Lisbon/recommend/downtown 
4 Would/believe/terminal 
5 Do/there is/matter of fact/now 
 
Fill in the blanks using the information on the 
map. 
1 9 hours ahead/2:30 am 
2 2 hours ahead/2 hours/10:30 am 
3 10 hours behind/backward 10 
hours/12:30 am 
4 2 hours behind/2 hours/3:30 am 
 
Fill in the blanks using the words above. 
1 Baby food 
2 Disposable diapers 
3 Feeding bottle 
4 Bassinet 
5 Nipple 
6 Diaper/powder 
7 Pacifier 
8 Sterilizing 
 
Fill in the blanks using the words in 
parenthesis. 
1 Safer 
2 Coldest 
3 Cheaper 
4 Warmer 
 
Fill in the blanks using the words in 
parenthesis. 
1 Most fascinating 
2 More interesting 
3 Most expensive 
 
UNIT 9 
Fill in the blanks using the following words. 
a. Throw/jackets 
b. Exit/evacuate 
c. Leave 
d. Help/bottom/chute 
e. Upright 
f. Hold/escape chute 
g. Extinguish/cigarettes 
h. Strap/secure 
 
Write in the names of the parts on the diagram. 
1 Battery 
2 Cilinder 
3 Hole for head 
4 Light 
5 Mouthpiece 
6 Red inflation toggle 
7 Straps 
8 Whistle 
 
Fill in the blanks using have to, have got to, 
should and must 
1 Must 
2 Should 
3 Have got to 
4 Has to or should 
 
UNIT 10 
Fill in the blanks using the words ache, pain 
and sore, plus the words in parenthesis. 
1 Example given 
2 Example given 
3 Sharp/pain/chest 
4 Toothache 
5 Sore throat 
6 Bit of/pain/arm 
7 Stomachache 
8 Backache 
 
Complete the sentences using the words below. 
1 Headache 
2 Chest pain/fever 
3 Desire to vomit 
4 Too hot 
5 Too cold 
6 Indigestion 
7 Faint 
8 Toothache 
 
Fill in the blanks using to, two, or too. 
1 Too 
2 To 
3 To 
4 Too 
5 Two 
6 To / two 
7 Too 
 46 
GENERAL ANNOUNCEMENTS 
Rewrite the sentences using the words in 
parenthesis. 
1 We expect our flight to be delayed until 
further notice. 
2 Further announcements will be made in 
the airport lounge. 
3 We regret to inform you that due to 
heavy air traffic at the Munich airport, 
we are unable to take-off as scheduled. 
4 We expect our flight to be cancelled. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 47 
GLOSSARY 
 
 
 
 
 
 
 
 
 
 
 
 
 48 
 
 
 
 
 
 
 49 
 
 
 
 
 
 
 50 
 
 
 
 
 
 
 
 
 51 
 
 
 
 
 
 
 
 
 
 
 
Most of this material was retrieved from Welcome Aboard! 
 52 
Phrasal Verbs 
Many verbs in English are followed by an adverb or a preposition (also called a particle), and these 
two-part verbs, also called phrasal verbs, are different from verbs with helpers. The particle that 
follows the verb changes the meaning of the phrasal verb in idiomatic ways: 
VERB MEANING EXAMPLE 
drop off decline gradually The hill dropped off near the river. 
drop off(2) fall asleep 
While doing his homework, he dropped 
off. 
drop off(3) 
stop and give something to 
someone 
Would you drop this off at the post 
office? 
drop out cease to participate After two laps, the runner dropped out. 
Some particles can be separated from the verb so that a noun and pronoun can be inserted, and some 
particles can't be separated from the verb. In addition, some phrases are intransitive, meaning they 
cannot take a direct object. 
Separable 
add up (meaning: to 
add) 
Correct: She added up the total on her calculator. 
 Correct: She added it up on her calculator. 
Inseparable 
get around 
(meaning: to evade) 
Correct: She always gets around the rules. 
 
Incorrect: She always gets the rules around (This construction makes 
no sense in English.) 
Intransitive 
catch on (meaning: 
to understand) 
Correct: After I explained the math problem, she began to catch on. 
 
Incorrect: She began to catch on the math problem. (catch on cannot 
take a direct object in this meaning.) 
 
Correct: She began to catch on to the math problem. (the word to 
makes the math problem an indirect object, which is acceptable in 
this meaning.) 
Unfortunately, there is usually no indicator whether an idiomatic phrase is separable, inseparable, or 
intransitive. In most cases the phrases must simply be memorized. Below is a partial list of each kind of 
phrase. 
Separable 
add up – add 
back up - cause to move backwards; support; blow up; cause to explode; destroy by explosives 
break down - analyze; list the parts of separately 
break into - go into a house or room forcibly; suddenly; begin; bring about - cause to happen 
bring off – accomplish 
bring on – cause 
bring out - publish; emphasize 
bring over – bring 
bring to – revive 
bring up - raise; care for from childhood 
brush out - brush the inside of 
burn down - destroy by burning 
 53 
burn up - consume by fire 
buy out - by the other person's share of a business 
buy up - buy the whole supply of 
call off - cancel; order away 
call up - telephone; summon for military service 
calm down - become calm 
carry on – continue 
carry out - fulfill; complete; accomplish; perform 
carry over - carry; continue at another time or place 
cheer up - cause to become cheerful 
chew up - chew thoroughly 
chop up - chop into small pieces 
clean off - clean the surface of 
clean out - clean the inside of 
clean up - clarify; tidy 
clear out - clear the surface of 
clear up - clear the inside of 
close down - close permanently 
close up - close temporarily 
count in – include 
count out – exclude 
count up - calculate; count; add to a total 
cross out – eliminate 
cut off - interrupt; sever; amputate 
cut out - eliminate; delete 
cut down - reduce in quantity 
draw up - write; compose (a document) 
dress up - put clothes on; adorn 
dust out - dust the inside of 
eat up - eat completely 
figure out - interpret; understand 
figure up – compute 
fill in - complete (a printed form) 
fill out - complete (a printed form) 
fill up - fill completely (a container) 
find out – discover 
fix up - repair; arrange in a suitable manner 
get across - cause to be understood 
give back – return 
give out - distribute; announce 
give up - surrender something 
hand down - deliver; pronounce formally; leave as an inheritance 
hand over - yield control of 
hang up – suspend 
have on -be dressed in 
have over - entertain someone informally at one's home 
hold off - delay; restrain 
hold up - delay; rob; threaten with a weapon 
keep up - continue; keep the same pace 
 54 
leave out – omit 
let down – disappoint 
let out - release from confinement; make larger (in sewing) 
light up - light; illuminate thoroughly 
live down - live in such a way as to cause something to be forgotten 
make over – remake 
move over - move to the side 
pass out – distribute 
pass up - not take advantage of (as an opportunity) 
pass on – transmit 
pay back – repay 
pay off - discharge a debt completely; give someone his final pay 
pick up - come to meet an escort; lift with hands or fingers; learn casually; 
initiate an association publicly 
play down – minimize 
play up – emphasize 
point out – indicate 
pull down - pull in a downward direction; raze 
push across - cause to be understood or accepted 
put off – postpone 
put on - dress in; deceive or fool 
put up - preserve (food); receive as an overnight guest 
quiet down - be quiet 
ring up - the telephone 
rinse off - rinse the surface of 
rinse out - rinse the inside of 
rule out – eliminate 
run down - trace; disparage; hit with a vehicle 
run off - cause to depart; reproduce mechanically 
save up – accumulate 
see through - complete; in spite of difficulties 
see off - accompany someone to the beginning of a trip 
send back - send to a place where formerly located 
send over - send to where someone is 
set up – arrange 
show off - exhibit ostentatiously 
shut off - cause to cease functioning 
slow up - cause to move more slowly 
spell out - enumerate; state in detail 
stand up - fail to keep an appointment with 
sweep out - sweep the inside of 
take back - return; retract a statement 
take down - remove from a high position; write from dictation 
take in - understood; fool; deceive; make smaller (in sewing) 
take over - take; assume command of 
tear down – destroy 
tear up - tear into small pieces 
tell off - scold; reprimand 
think over – consider 
 55 
think through - consider from beginning to end 
think up - create; invent 
throw away – discard 
throw over – reject 
tie up - tie securely or tight 
tire out - cause to be exhausted 
touch up – repair 
try on - put on a garment to verify the fit 
try out – test 
turn down - refuse; lower the volume 
turn out - produce; force into exile, extinguish (a light) 
wash off - wash the surface of 
wash out - wash the inside of 
wear out - use until no longer usable; tire greatly 
wind up - finish, tighten the spring of a watch or machine 
wipe off - wipe the surface of 
wipe out - wipe the inside of; decimate 
work out – solve 
write down – record 
write out - write down every detail; spell out 
write up - compose; prepare (a document) 
Inseparable 
back out of - desert; fail to keep a promise 
bear down on - lean on; browbeat 
bear on - have to do with 
bear up under – endure 
break in on – interrupt 
break into – interrupt 
call for - come to get; require 
care for - like; guard; supervise; maintain 
carry on with – continue 
catch up with - cover the distance between oneself and 
check up on - examine; verify 
come across - find accidentally 
come along with - accompany; make progress 
come by - find accidentally 
come down with - become ill with 
come out with - utter; produce 
come up with - utter; produce 
count on - rely on 
cut in on – interrupt 
disagree with - cause illness or discomfort to 
do away with – abolish 
do without - deprive oneself of 
drop in at/on - visit casually without planning 
drop out of - leave; quit 
face up to – acknowledge 
fall behind in - lag; not progress at required pace 
fall back on - use for emergency purpose 
 56 
fall out with - quarrel with 
fill in for - substitute for 
get ahead of - surpass; beat 
get around - evade; avoid 
get away with - do without being caught or punished 
get by with - manage with a minimum of effort 
get down to - become serious about; consider 
get in - enter (a vehicle) 
get off - descend from; leave 
get on - enter (a vehicle); mount 
get on with - proceed with 
get through with - terminate, finish 
go back on - desert; fail to keep (a promise) 
go for - like a great deal 
go in for - be interested in; participate in 
go on with – continue 
go over – review 
go with - harmonize with; look pleasing together 
go without - abstain from 
hang around - remain idly in the vicinity of 
hear from - receive a communication from 
hear of - learn about (sometimes accidentally) 
hit on - discover accidentally 
hold on to - grasp tightly 
hold out against – resist 
keep at - persevere at 
keep to - persist in; continue 
keep up with - maintain the pace of 
lie down on - evade; fail to do 
live on - support or sustain oneself by means of 
live up to - maintain the standard demanded of 
look after - take care of 
look back on - remember nostalgically 
look down on - feel superior to 
look forward to – anticipate 
look up to - respect; admire 
make up for - compensate for 
pass on – transmit 
pick on - tease; bully 
play up to - flatter for personal advantage 
put up with – tolerate 
read up on - search out information on 
run against - compete against in an election 
run away with - leave; escape from 
run for - campaign for 
see about - consider; arrange 
see to - arrange; supervise 
settle on - decide on; choose 
stand for - represent; permit 
 57 
stand up for - support; demand 
stand up to – resist 
stick to – persist 
stick up for - support; defend 
take after – resemble 
talk back to - answer impolitely 
talk over – discuss 
tell on - report misbehavior to authority 
touch on - mention briefly 
turn into – become 
wait on – serve 
wait up for - not go to bed while waiting for 
watch out for - be careful for 
Intransitive 
back down - retreat from a position in an argument 
back out - desert; fail to keep a promise 
back up - move backwards 
bear up – endure 
blow in - drop in to visit unexpectedly 
blow over - pass without doing harm 
blow up - explode; lose one's temper 
call up – telephone 
calm down - become calm 
carry on - continue as before; misbehave 
catch on – understand 
catch up - cover the distance between oneself and a moving goal 
check up – investigate 
check out - leave; pay one's bill 
cheer up - become cheerful 
clear out – leave 
clear up - become clear 
close down - close permanently 
close up - close temporarily 
came about – happen 
come along - accompany; make progress 
come back – return 
come by - visit someone in his home 
come out - appear; make a social debut 
come over - come to someone's house, to where someone is 
come through – succeed 
come to - regain consciousness 
cut in – interrupt 
die away - fade; diminish 
die down - fade; diminish 
die off/out - disappear; become extinct 
dress up - don fancy or unusual clothes 
drive back - return by car 
drop in - visit someone casually without planning 
drop out - abandon some organized activity; leave; quit 
 58 
drop over - visit someone casually 
fall behind - not progress at required pace 
fall off - decrease; lose weight 
fall through - fail; not be accomplished 
fill in – substitute 
find out – learn 
fly back - return by air 
fly over - fly to where someone is 
get ahead - make progress 
get along - have a friendly relationship 
get around - circulate; move about 
get away – escape 
get by - manage; either just barely or with a minimum of effort 
get in – enter 
get off - descend from leave 
get on - enter (a vehicle); mount (a horse, etc.) 
get on/along - progress; be compatible 
get up – rise 
get through – finish 
give out - become exhausted 
give up - surrender; fail to finish 
go back – return 
go off – explode 
go on - happen; continue 
go out - stop burning; leave one's residence 
goover - go; succeed 
grow up – mature 
hang around - remain idly; dawdle 
hang up - replace a telephone receive on its hook 
hold on - grasp tightly; persevere; wait while telephoning 
hold out - continue to resist; persevere; persist 
keep on – continue 
keep up - maintain the required pace or standard; continue 
let up - diminish in intensity 
lie down – recline 
look on - be a spectator 
make out - progress; succeed 
make up - become reconciled 
move over - move to the side 
pan out - turn out well; be successful 
pass out - become unconscious 
pass on – die 
pick up - grow; increase 
pull in – arrive 
pull out – deport 
pull through - survive (barely) 
ride over - ride to where someone is 
run away - escape; leave; leave quickly without permission 
run down - slowly lose power so as to stop functioning 
 59 
run off - depart running; drain 
sell out - sell the ownership or responsibility 
settle up - pay one's bills or debts 
show off - boast by words or actions 
show up - arrive; appear unexpectedly 
shut up - stop talking 
slow up - reduce speed 
stand by - wait; be prepared to assist 
stand up - stand; rise from sitting; last; endure 
stay over - remain at someone's house overnight or longer 
step aside - move to one side 
take off - leave the ground 
take over - assume command 
talk back - answer impolitely 
throw up – vomit 
turn around - turn so that one is facing another direction 
turn in - go to bed 
turn out - succeed; come; appear, as at a public meeting 
turn up - arrive; be found unexpectedly 
wait up - remain awake in anticipation 
wake up – awaken 
walk back - return on foot to where one was 
walk over - walk to where someone is 
wash out - fade or disappear from washing 
watch out - be careful 
wear off - fade; disappear through use or time 
wear out - become unusable through use; become used up 
work out - be successful 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 60 
CABIN CREW ANNOUNCEMENTS MANUAL 
SPEECHES 
1. Durante o embarque 
Dear passengers, welcome aboard. This is Gol flight number _____ to _______ and stop(s) in ____ 
(and ____). 
Please, observe your seat number in your boarding pass. 
For your comfort and safety, please stow your hand luggage in the compartment above your seat. If you 
have any doubt, we from Gol will do our best to help you. Thank you. 
2. Uso dos celulares 
Ladies and Gentlemen, 
According to ANAC – Brazilian Civil Aviation Agency – the use of cell phones is allowed while the 
aircraft is on the ground with the doors opened and engines turned off. Thank you. 
3. Após término do embarque 
Dear passengers, it’s great to see you on board. Some aviation rules must be observed: 
� It’s forbidden to use any electromagnetic device, smoke, use cell phone. 
� Please, read the safety instructions card. 
� Passengers seated at the emergency exit rows who don’t want to be there, get in contact 
with our team. Thank you. 
4. Dedetização da aeronave 
Ladies and Gentlemen, 
By determination of ______ (country) Authorities, this aircraft must be disinfected before take-off. 
The spray does not contain DDT and the slight discomfort you may feel, will disappear quickly. 
Thank you for your comprehension 
5. Antes da decolagem 
Good morning/afternoon/evening Ladies and Gentlemen. 
On behalf of Gol, Captain ________, Copilot _______, F/A _____, _____, _____, and myself Cabin 
Chief ______, welcome aboard our Boeing 737-300/700/800, the most modern fleet in Brazil. 
This is Gol flight number _____, to _______and stop(s) in ______, (and ______). 
Please read the safety instructions card located in the seat pocket in front of you. 
Fasten your seat belts, place your seatback in the upright position and be sure that your tray tables are 
closed and locked. 
Use your seat cushion (life vest) for flotation if necessary. 
Decolagem noturna: We are dimming the cabin lights for take-off. 
Thanks for flying Gol and have a pleasant flight. 
Uso do colete salva-vidas 
We will now demonstrate the use of your life vest: 
� The vest is located under your seat (in the compartments over you); 
� Slip life vest over your head; 
� Clip the side tapes to the front hooks and pull them tight; 
� Pull down the red tags firmly, to inflate it; 
� If vest does not inflate, blow it into the side tube; 
� NEVER inflate it inside the airplane. 
6. Após a decolagem 
Dear passengers, our flight time to ______ will be ______. 
Please, keep your set belts fastened while seated. 
In accordance with safety regulations, it’s forbidden to smoke on board. Cell phones must be turned off 
during the entire flight. 
There are three lavatories in this aircraft; one in the forward and two in the aft area, one of them is for 
women use only. Thank you. 
 61 
7. Distribuição de formulários (quando aplicável) 
Ladies and Gentlemen, 
We are now about to distribute the necessary immigration (and customs) forms for your entry into 
___________ (country). 
Please, fill them out clearly in block letters. After filling out the forms, please put them together with 
your travel documents. 
We remind you that this is Gol flight number ______. If you have any questions, do not hesitate to 
contact our cabin staff. 
Thank you. 
8. Recolhimento de jornais 
Dear passengers, we wish to keep the cabin nice and tidy for you (and for the others who will board in 
______). So at this moment, we will be picking up the newspapers, plastic bags, papers, etc. 
It will help us to reduce our ground time. Thank you. 
9. Proibição de desembarque com frutas 
Ladies and Gentlemen, we inform you that by determination of the _______ (country) Departments of 
Agriculture and Health, it’s forbidden to disembark with any kind of fruits in _____ (city). Local 
authorities will submit people carrying these items to civil penalties. 
Thank you. 
10. Antes do pouso 
Dear passengers, 
In a few minutes we will be landing at _____ Airport in _______. Keep your seat belts fastened, raise 
the back of your seat to the upright position and be sure that your tray tables are closed and locked. 
From now on please, turn off all the electronic devices. Thank you. 
Pouso noturno: We are dimming the cabin lights for landing. Thank you. 
11. Após o pouso 
Dear passengers, welcome to _____. It’s _____ (AM/PM) local time. 
Please remain seated, with your seat belts fastened until the aircraft comes to a complete stop. 
Trânsito: Passengers in transit to _____ must remain on board. 
Conexão e final de vôo: Passengers with destination to this city (or connecting to ______) must 
disembark with all your personal belongings. 
If you need assistance, our ground team will be happy to assist you. 
Please don’t smoke or use cell phones until you are at the permitted area at the airport. 
We look forward to have you again in one of our Next Generation Aircraft. 
Thank you for sharing this flight with us and have a good day/good night/good weekend/good holiday. 
12. Transporte terrestre – Rio de Janeiro 
Dear passengers, if you are going to Jacarepaguá Airport at Barra da Tijuca, please contact our ground 
team to get a free transportation. Thank you. 
13. Transporte terrestre – Navegantes 
Dear passengers, if you are going to Blumenau please, contact our ground team to get a free 
transportation. Thank you. 
14. Transporte terrestre – São Paulo 
Ladies and Gentlemen, we’d like to inform you that Gol has a free transportation serving Congonhas 
and Guarulhos International Airport. Please, contact our ground team for more information. 
Thank you. 
15. Reabastecimento com passageiro a bordo 
Dear passenger, we would like to inform you that refueling is being carried out with you on board. In 
accordance with safety regulations please, do not smoke, switch on the reading lights or the call button. 
If necessary, follow the crew members’ directions.Thank you. 
 62 
16. Recolhimento de cartões 
Dear passengers please, have your boarding pass available and show it to our ground team. 
Thank you. 
17. Atraso na decolagem com desembarque 
Dear passengers, please, we kindly ask you to disembark with your personal belongings. Our ground 
team will be available for any information and help you might need. 
Thank you. 
18. Retorno da aeronave 
Ladies and Gentlemen, we inform you that we are now returning to the boarding gate (the airport) 
� In order to handle a technical problem. 
� Due to bad weather conditions over ______. 
Thank you. 
19. Turbulência 
Dear passengers, we are going through turbulence weather. 
So, keep your seat belt fastened. 
� During this time our in-flight service will be interrupted. Thank you. 
20. Cancelamento do serviço de bordo 
Due to the turbulence weather our in-flight service will be cancelled and it will be hand out by the 
Flight Attendants during the disembarkation. 
Thank you. 
21. Troca de aeronave 
Dear passengers, we inform you that we will change the aircraft in this airport. Please, take your 
personal belongings and follow our ground team. Thank you. 
 
SPEECHES PARA EMERGÊNCIA PREPARADA 
1 Alocução de emergência preparada – pouso em terra ou água 
Attention Ladies and Gentlemen – This is your Cabin Chief speaking. 
The Captain has informed us that due to a technical problem, it will be necessary to make an 
emergency landing (ditching) in _____ minutes. 
This crew is trained to act according to the situation. 
Remain calm and pay attention. We need your cooperation. 
We will begin preparing the cabin now. Please do not smoke. 
2 Recolhimento de serviço (quando aplicável) 
At this moment, we will be picking up the newspapers, plastic bags, papers, etc. 
3 Encosto das poltronas, mesas 
At this time, raise the back of your seats to the upright position, close and locked all tray tables. Open 
the window shades. 
4 Remoção de objetos pontiagudos 
Remove all sharp objects such as pens, jewelry, false teeth, glasses, neckties and scarves. Put all of 
those items in the seat pocket in front of you. 
Pouso em terra: Remove high heels. 
Pouso em água: Remove all shoes. 
5 Remoção de bagagens de mão e objetos soltos 
Put all carry-on items in na overhead compartment or place it in the aisle. 
Flight Attendants will pick them up and stow. 
6 Seleção dos auxiliares (ABP’s) para as saídas e para os passageiros especiais 
We need your assistance now. Airlines employees, Firefighters, Rescue or Military Personnel, please, 
identify you to a Flight Attendant. 
 63 
Ladies and Gentlemen, we will be asking some of you to change seat to better help us. Please remain 
seated unless you are asked to move. 
7 Uso dos assentos flutuadores – DEMO (quando aplicável) 
After the aircraft has stopped, after receiving the command, take the seat cushion direct you to the 
exits. 
Hold the handles and jump into the water. 
8 Uso dos coletes salva-vida – DEMO – pegar seu colete (quando aplicável) 
There is a life vest under each seat (or above your seat). Take it now. DO NOT INFLATE THE VEST 
INSIDE THE PLANE. 
Slip the vest over your head. Clip the side tapes to the front hooks and pull them tight. DO NOT 
INFLATE THE VEST INSIDE THE PLANE. 
To inflate it, pull down the red tags firmly. If it does not inflate, blow in the appropriate tube. 
DO NOT INFLATE THE VEST INSIDE THE PLANE. 
9 Uso do cinto – DEMO 
Flight Attendants take your demo positions please. 
When you hear “open seat belts”, lift quickly the top of the buckle. 
10 Posição de impacto – DEMO 
Attention! We will demonstrate the brace position. 
Keep your belts fastened, cross your arms and lean them against the seat in front of you or bend over 
your knees. Rest your forehead over your arms. 
As soon as you hear the order “BRACE POSITION, BRACE POSITION”, take it. 
Remain in this position until the aircraft has completely stopped. 
11 Saídas de emergência 
The aircraft is equipped with four emergency exits with escape slides and two (four) exits over the 
wing. Pay attention and identify the nearest of your seat. 
As soon as you receive the order, direct yourself to this exit. 
12 Saídas de emergência auxílio de flutuação 
This aircraft is equipped with auxiliary flotation devices. 
The Flight Attendants will indicate the nearest exit. Emergency track lighting on the floor will lead you 
to an exit. When instructed to evacuate, go to the nearest exit. The aft doors can not be opened. 
13 Cartões de instruções de segurança – DEMO 
Ladies and Gentlemen, take the safety card and read carefully the instructions. 
The Flight Attendants will be in the aisle to assist you. 
14 Antes do pouso 
Ladies and Gentlemen, we are dimming the cabin lights. Remember, when you hear our command, 
take the brace position until the aircraft has landed and comes to a complete stop. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
FLIGHT ATTENDANTS 
THE JOB 
Flight attendants (also called stewardesses and stewards) help make flights safe, comfortable, and 
enjoyable for airline passengers. 
A Flight Attendant's work begins when the plane's crew meets for a preflight briefing covering route, 
weather, type of food and beverage services to be offered, and passengers with medical problems or 
special requests. 
Each Flight Attendant is assigned a work station and specific inflight duties. On board the plane, Flight 
Attendants check to see that first-aid kits and other emergency equipment are aboard and that supplies, 
such as food, beverages, blankets, and, reading material are adequate. As passengers board the plane, 
Attendants greet them, check their tickets, and assist passengers by hanging up coats and stowing small 
pieces of luggage under the seats or in overhead compartments. 
Flight attendants are responsible for passenger safety. They explain safety regulations and emergency 
procedures, check to see that seat belts are fastened during takeoff and landing, and assure that other 
Federal Aviation Administration (FAA) safety standards are followed. Flight Attendants are also 
concerned with their passengers' comfort.. Depending on the length of the flight, they may operate 
movie and audio systems, sell and serve cocktails, and heat and distribute precooked meals. Before and 
after meals, Attendants make periodic trips through the cabin to ensure passenger comfort. For 
example, they might offer to help care for infants, bring magazines, or adjust seats. In the event of an 
illness or emergency, Flight Attendants may distribute medicine to alleviate symptoms or administer 
first aid or operate emergency equipment such as chutes to quickly evacuate passengers. At the end of 
the flight they see the passengers off the plane, inspect and clean the cabin, and fill out any flight 
attendant reports required by the airline. 
WORKING CONDITIONS 
A Flight Attendant's job is both physically and emotionally demanding. Flight Attendants are on their 
feet during most of the flight and under pressure to complet their tasks within the scheduled flight 
time. At times they have to serve meals and pour drinks un er turbulent flying conditions. Despite 
stress or fatigue, they are expected to deal pleasantly wit ers of all personality types, including 
those who are difficult or rude. Although Flight Attenda
have to live out of suitcases for weeks at a time. They m
and holidays. Attendants are usually required to purcha
through payroll deductions. 
Most Flight Attendants belong to a union representing a
the unions representing these workers are the Assoc
Federation of Flight Attendants, and the International Br
EMPLOYMENT OUTLOOK 
The following information is from the California P
published by the Labor Market Information Division. 
Estimated number of workers in 1993 12,060 
Estimated number of workers in 200516,510 
Projected Growth 1993-2005 37% 
Estimated openings due to separations by 2005 3,840 
(These figures do not include self-employment nor openi
In recent years the turnover rate for Flight Attendants ha
minded people have entered the occupation. The turnov
maximum age and marital restrictions were eliminated.
through the year 2005 will continue to be the result o
leaving the labor force altogether. 
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64 
joy the benefits of travel, they also may 
e scheduled to fly at any hour, weekends 
ir first uniforms. Payment can be made 
ht attendants within their airline. Among 
 of Flight Attendants, the Independent 
ood of Teamsters. 
tions and Planning Information report 
ue to turnover.) 
lined because a greater number of career 
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ever, the bulk of job openings occurring 
ght Attendants changing occupations or 
Lourdes
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 65 
Population growth and increased per capita spending power are expected to enlarge the size of 
passenger carriers and the frequency of flights. The result will be an increase in the number of 
passengers which will translate into an increase in Flight Attendants, since FAA safety rules require at 
least one Flight Attendant for every 50 passengers. 
The allure of the airline industry, with its travel opportunities and promise of adventure, attracts many 
job applicants and makes competition for available positions keen. Job seekers who fair best are those 
with a minimum of two years of college, experience in dealing with the public, and knowledge of a 
foreign language. 
The prosperity of the passenger airline industry is vulnerable to periodic downturns in the economy. 
When consumer confidence hesitates, pleasure travel is looked upon as a nonessential luxury. Flight 
Attendants are often laid off or put on part time status during such recessionary times, with very few 
new hires taking place until the economy bounces back. 
WAGES, HOURS, AND FRINGE BENEFITS 
Flight Attendant wages start at a range of $12,000 to $18,400 annually. With several years of 
experience, Flight Attendants can expect to earn from $14,100 to $20,100 per annum. Top senior 
wages can reach from $20,100 to $42,000 a year. The hourly wage paid to Flight Attendants is quite 
high, but they are customarily contracted to work only from 50 to 75 hours per month. If the need 
arises for them to fly more often, they are compensated at a rate of time and one half. 
Many airlines offer extra compensation on international flights to Flight Attendants are fluent in a 
foreign language. The pay differential for multilingual Flight Attendants can range from 50 to 75 cents 
per hour. 
Fringe benefits can include health and life insurance, retirement plan, paid vacation, lodging and food 
costs on "layovers", uniform replacement, and free or discount air travel for Attendants and immediate 
family members. 
ENTRANCE REQUIREMENTS AND TRAINING 
Hiring requirements are similar among all the airlines. Flight Attendants must be at least 19 to 21 years 
old. Height may be between 5' 2" and 6' 0", with weight in proportion to height and bone structure. 
Depending on the airline, natural vision must be at least 20/50 to 20/200; corrected vision (glasses or 
contacts) must be 20/20 to 20/50. General health must be excellent; all airlines give pre-employment 
physicals. 
A high school education is usually required. In addition, most airlines prefer two or more years of 
college and/or work experience involving contact with the public. Nursing experience or training is 
advantageous. International air carriers require or prefer fluency in a foreign language, such as Spanish, 
German, Chinese, or French. 
Personal characteristics, as revealed in interviews and tests, are extremely important. When 
interviewing prospective Flight Attendants, employers look for maturity and adaptability, a pleasant 
voice and good vocabulary, good grooming, and tasteful dress. Applicants are also evaluated on their 
poise, tact, and enthusiasm for the job. 
Flight Attendant courses, offered by some community colleges and trade schools, may provide helpful 
background information on the job and its requirements. However, airline officials emphasize that such 
instruction is not necessary and has little or no influence on their selection decisions. In any event, all 
airlines conduct their own training programs for new hires, regardless of their backgrounds. While in 
training, which lasts from four to six weeks, candidates usually receive either a small salary or free 
housing and meals. They are expected to bring sufficient money to cover personal expenses during 
training, plus moving expenses to their first home base. Depending on the circumstances, the amount 
required may range from $200 to $1,000. 
With the exception of airlines flying only within California, the first home base will probably be in 
another state. This is because assignments are awarded on the basis of seniority and California is a very 
popular choice. In fact, 10 or more years of service may be required for a California home base. 
 66 
ADVANCEMENT 
As seniority increases, Flight Attendants receive higher pay, better flying assignments, and greater job 
security. Some advance to management positions such as flight attendant supervisor, instructor, or 
inflight services manager. A few transfer to other departments such as customer services, personnel, or 
sales. 
FINDING THE JOB 
One should apply directly to the airline. Candidates who meet the minimum requirements may be 
invited to local group interviews by a team of recruiters. Those who pass this screening are scheduled 
for individual interviews. Free air transportation may be provided to the interview location if in another 
city. 
ADDITIONAL SOURCES OF INFORMATION 
Association of Flight Attendants (AFA) 
1625 Massachusetts Ave NW, 3rd floor 
Washington, D.C. 20036 
(202) 328-5400 
http://www.afausairways.org 
International Flight Attendants Association (IFAA) 
c/o P.R. Miller 
2314 Old Windsor Pke. 
New Windsor, MD 21776 
Note: This is NOT a job opening. The purpose of This California Occupational Guide is to provide 
you with useful information to help you make career decisions. 
 
What the recruiter won't tell you (about flight attendant jobs) 
There are many guidelines out there nowadays to instruct the flight attendant candidate in how to apply 
for an airline job. But few will tell you some of the underlying truths about why some do not get hired. 
Many variables enter into the recruitment equation. It is not only a matter of how well you answer 
questions or how classy the clothes you wear to the interview. True professionalism requires 
forethought, planning and basic common sense. In order to project a refined appearance, it is important 
to remember the "little things" that can keep you apart from the rest and hold you back in your pursuit 
of your goal. 
Aside from the usual requirements, there are things that you need to know about flight attendant 
interviews that no one will tell you. It is acceptable to apply if you have less than perfect vision or a 
little bit of an overbite, but if your teeth are exceptionally crooked, yellow or out of alignment, this is 
may be looked upon unfavorably. 
Airlines consider the flight attendant to be along the front lines in conveying the corporate image. 
There is nothing that is more of a turn-off than someone who is very obviously in need of dental care, 
and it is imperative to choose people who possess a healthy and polished image. 
Have your teeth cleaned prior to going to the interview and consult your dentist about any necessary 
cosmetic dentistry you may need, such as repairing any noticeable gaps or missing teeth. If youneed 
your teeth capped or bonded and have been putting it off, now is the time to do it. 
Another item that is often overlooked is the scar. If you have a small but noticeable scar on your face, 
hands or arms, it is not necessary to worry – few of us have baby-perfect skin. But if you have a larger 
or more obvious one, a cosmetic course of action may be in order. Try applying Dermablend to the 
scar. This product is what beauty pageant contestants use to cover imperfections, as it is an excellent 
concealer, and can be purchased at any major department store. If the scar is distractingly obvious, you 
may want to invest in some cosmetic surgery to improve your look. This is particularly important if you 
 
 67 
are interested in a flight attendant or any other customer service type of position where you are in the 
limelight. 
Many people speak with an accent, whether it is a southern, northern, midwestern or a foreign one, and 
many times there are cultural differences in how we express ourselves. This, in itself, usually poses no 
problem. But the incorrect pronunciation of words or use of poor grammar will detract you’re your 
professional image and lessen your chances of consideration for employment as a flight attendant. 
No matter how impeccably a flight attendant candidate is dressed, it can make a recruiter’s skin crawl 
to hear double negatives, slang words, cursing, mispronounced words or other such undignified 
grammatical errors. 
This is the business world, and such indiscretions are not acceptable. Brush up on your speaking skills 
– take a class in public speaking or ask a teacher or an articulate friend to help you if you have trouble. 
Many airlines require flight attendant applicants to read a boarding card during the interview, to ensure 
that they have adequate verbal skills, so make it a habit to practice using correct speech in your daily 
life. If you have an obvious speech defect or a shrill, weak, monotone or otherwise annoying voice, this 
will also distract from your presentation. 
Work with a speech therapist will improve a voice problem or speech defect and help you to overcome 
the problem. All these things can interfere with your professional life in the workplace. 
An unprofessional resume with obvious gaps or one that indicates an excess of "job-hopping" will not 
win you points with recruiters. Do your homework. If you don’t know how to construct a resume, get 
help from a professional. It’s not brain surgery, but there are things you need to include and certain 
ways to best showcase your experience. 
If your hair needs coloring, do it before the interview! Brassy, unnatural colors and roots that are 
showing are also bad news. Consult a colorist if you have difficulty managing your hairstyle or color. 
There is no excuse for telltale roots or a bad hairdo ruining your looks, especially since it is so easily 
fixed. If you leave something like this undone, it says to the interviewer that you don’t care enough to 
bother. Big poblem, easy solution. ‘Nuff said! 
Check yourself in a mirror before you go into an interview. There is no reason why you would enter 
this type of situation with food between your teeth, a mascara smudge on your cheek, a slip that shows 
or lipstick on your teeth, so take a quick peek in the mirror first. 
Airlines really do consider how their image is perceived to the flying public. If an employee’s persona 
detracts from that company’s image, the company will not be interested in having that person represent 
them to the public. Doing what it takes to get ahead in the business world will not only land you the job 
of a lifetime, but will give you a more confident and self- assured outlook on the future. 
---By Wendy Stafford, a former flight attendant and president and senior consultant at Airline Inflight 
Resources, a professional interview coaching company devoted exclusively to airlines. Visit her 
website at http://www.airlineinflight.com 
 
Caution: celebrity onboard 
by Stephanie Shaw 
There are many rewarding aspects to being a flight attendant, including discount travel benefits, 
scheduling flexibility, and the ability to see the world. But one of the most intriguing aspects of the job 
for me has been the chance to serve celebrities. 
Celebrities need to travel, just like everyone else. Although some have their own private jets, the 
majority resort to transportation via regularly scheduled flights. A popular misconception is that 
celebrities, especially sports teams, will often charter an entire airplane for purposes of maintaining 
their privacy. Although this is sometimes the case, it is the exception rather than the rule. Sports teams 
and rock bands generally fly with the traveling public, and many times they can be found sitting in 
coach class! 
 68 
With over 23 years of flying experience, I have had the opportunity to meet countless celebrities 
traveling on my flights. Some have been good experiences, some bad, and some downright ugly. Just a 
few of the celebrities I have met include: the Boston Celtics basketball team, the Washington Bullets 
(now Wizards) basketball team, the Boston Bruins hockey team, the New England Patriots football 
team, the Texas Rangers baseball team, Jay Leno, Jerry Seinfeld, Dan Rather, Mike Wallace (of 60 
Minutes), Billy Ray Cyrus, Three Dog Night (band), David Carradine (Kung Fu), Mike Tyson, Frank 
Guiford, Regis Philbin, General William Westmoreland, Ted Kennedy, and the list goes on and on. 
I have memories of many celebrities who were very polite and understanding of my job as a 
crewmember. If the celebrity is assigned a seat in first class, we usually know ahead of time, either 
from the passenger list or we get a warning from the passenger service agent. Not all celebrities are 
recognizable either. Oftentimes they look very different in person than they do on the silver screen or 
on your television. They usually are dressed down so as not to attract attention, and they very often 
want to be left alone after they board. 
Part of my job is to ensure that celebrities onboard are not harassed by autograph hounds or people who 
just want to talk because they feel a certain celebrity is their best friend. 
Who is Larry Bird Anyway? 
One of the more memorable occasions of serving celebrities happened during the 1986 Lakers-Celtics 
NBA Finals. The entire Boston Celtics basketball team was traveling back to Los Angeles and I, not 
being a sports fan of any type, had no idea who the players were. The captain called me up to the 
cockpit and asked if I could get an autograph of Larry Bird for his son. I told him that I did not know of 
Larry Bird, which he found incomprehensible. He told me to go back and ask another flight attendant 
to point him out. I went back to the cabin and thought it would be more efficient to make an 
announcement. I nervously picked up the PA and said, "Would Larry Bird please identify himself by 
ringing the Flight Attendant call button on the overhead." At that point, the entire team, other flight 
attendants and all the other passengers onboard broke into laughter and applause. I was totally 
embarrassed, because it was obvious that everyone but me knew who Larry Bird was. As it turns out, 
he was so amused, he ended up signing the autograph and sending it up to the captain! 
The Tonight Show with Jay Leno 
Another memorable experience involved Jay Leno. Jay had boarded our flight early because he was 
sitting in first class. The "C" flight Attendant was helping me with the boarding duties when Jay came 
onboard. He caught her by surprise and she immediately began screaming, "I can’t believe it’s really 
you! My boyfriend absolutely worships you! He watches you every night!" Mr. Leno, seemingly 
caught off-guard looked at his watch and said, "Where is he now? Do we have time to call him?" She 
and Jay Leno then rushed off theaircraft to find a phone (this happened during the pre-cell phone era). 
Apparently the boyfriend wasn’t home so Mr. Leno politely left a message about flying on his 
girlfriend’s flight and how happy he was that her boyfriend was such a fan. 
My Achy Breaky Heart 
I’m not a real country music fan, but I will listen to it occasionally. But the day that Billy Ray Cyrus 
came onboard, I was converted. It seemed that Mr. Cyrus (of "Achy, Breaky Heart" fame) was 
traveling with his entourage to Foxwoods Casino in Connecticut. He boarded our flight in Nashville, 
sat in first class, and was extremely courteous. 
During the first-class service, I asked him where he was heading and he said, "We’re doing a concert at 
the biggest Casino in the world." Since I was based in Boston, I was quite familiar with Foxwoods, 
having been there several times. I responded, "That’s Foxwoods. I don’t live too far from there." Mr. 
Cyrus then asked me if I would like to go to the concert. Of course, I took him up on it and he took my 
name and asked how many tickets I would need. The next night, I ended up taking my parents, brother 
and husband (5 of us) to the Billy Ray Cyrus concert. The complimentary seats he had reserved for us 
were at the "will-call" booth and were located in the front row. It was a great night! 
My Celebrity Wall 
 69 
Meeting celebrities is a very rewarding experience. Since I usually carry a camera with me, I now have 
a special wall in my home, which I call my "celebrity wall." There are many photographs of me at work 
alongside many celebrities, most of whom I never would have had a chance to meet if I weren't for this 
job. Those of you who elect to pursue a flight attendant career will also get to enjoy this seldom 
discussed aspect of the profession--and build your own celebrity wall. 
Stephanie Shaw is a flight attendant with over 23 years experience with a major airline. 
 
Seven Tips for Effective Resume Writing 
Pay attention to detail—Don't cut corners by, for instance, not proofreading the cover letter, failing to 
include information the hiring manager asked for, or beginning the cover letter "Dear Sir or Madam" 
when the hiring manager's name is on the company web site. Take the time to make sure the 
correspondence and information sent is correct and error-free. 
Do the basics—Proofread for spelling, grammar, and tone, and make sure you have followed the 
instructions of the employer. Firing off an e-mail is a convenient method of communication. However, 
don't let the sloppy nature and informality of e-mail correspondence seep into your communications—
whether it's e-mailed or written—with potential employers. 
Construct an effective resume—Organize your information in a logical fashion and keep descriptions 
clear and to the point. Include as much work experience as possible, even if it obviously doesn't relate 
to the job you are seeking. Also, use a simple, easy-to-read font. 
Customize their response—Address the hiring manager directly, and include the name of the company 
and the position for which it is hiring in your cover letter/e-mail response. 
Make it easy for the hiring manager—Use your name and the word "resume" in your e-mail header so 
it's easy to identify. If the employer asks for information—such as references or writing samples—
provide it. 
Focus on what you bring to the employer, not what you want from the job—This is an opportunity for 
you to market yourself and stand out from the other candidates. What can you do to make the hiring 
manager's life easier? What can you do to help the company? 
Be professional—You won't be taken seriously if you don't have e-mail or voice mail/answering 
machine. If you don't have e-mail, set up a free account through Yahoo! and Hotmail. Provide the 
recruiter with a cell phone number if your voice mail/answering machine doesn't pick up when you are 
online. Also, it's a good idea to ditch the cute e-mail address or voice mail/answering machine 
messages in favor of something that sounds professional. 
Sources: Newsday and Job Choices 
 
 
 
 
 
 
 
 70 
INTERVIEW QUESTIONS 
The Flight Attendant Employment Preparation Manual contains over 500 interview questions. Having 
this information will give you a smoother entry into an exciting flying career. 
TRY THESE LATEST QUESTIONS 
Regular updates are made to these questions. 
1) What does team work mean to you? 
2) What makes you sad? 
3) Why did you choose a flight attendant career? 
4) What type of aircraft do we operate? 
5) What is your major weakness? 
6) Give an example of a bad day at work? 
7) What have you learned from some of the jobs you have held? 
8) Are you willing to relocate? 
9) Stand up and talk about yourself? 
10) What do you think determines a person's progress in a company? 
 
EXAMPLE OF A JOB INTERVIEWw 
A: Good morning! 
B: Good morning! 
A: Please, have a seat. 
B: Thank you. 
A: My name is Phil Bates. What is your full name? 
B: It’s John Smith. 
A: OK, Mr. Smith, what are your professional qualifications? 
B: Well, I have my major in Commerce and Engineering. I’ve also taken a post graduation in 
Informatics at Stanford University. I worked at T.W.A. for three years, but I was not happy with the 
workplace. 
A: I see. Why have you decided to get in contact with us? 
B: Because your add on the newspaper mentioned that you are looking for a person in order to work 
with computers and I feel suitable to get this job. And the payment seemed to be pretty good too. 
A: OK, would you like to ask any questions about this job? 
B: Yes, I would. First of all, what will my responsibilities be? 
A: Well, in case you get this job, you will have to create new software that will be used at NASA. 
B: Oh…it sounds interesting. What about working hours? 
A: You have to work a minimum of eight hours a day on weekdays and a minimum of four hours on 
Saturday. 
B: Do you offer any kind of benefits? 
A: Yes, we do. We offer a good health plan. Besides that, you can have meals at subsidized prices at 
our canteen. Any more questions? 
B: No, I don’t have any other questions. 
A: OK, Mr. Smith. I will keep your resume and I will call you in the evening, around 8:00 p.m. in order 
to tell you if you have been hired or not, OK? 
B: Sounds good to me. I will be looking forward to it. It was nice to meet you Mr. Bates. 
A: Likewise. Bye. 
 
 
 
 
 
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TIPS AND STEPS FOR A GOOD JOB INTERVIEW 
• Don’t forget to be always very polite. Say ‘thank you, nice to meet you, etc., whenever it’s 
necessary 
• 1st step: introduce yourself; 
• 2nd step: explain your professional qualifications; 
• 3rd step: explain why you choose the company; 
• 4th step: ask for what will your responsibilities be; 
• 5th step: ask about working hours; 
• 6th step: ask if the company offers any kind of benefit; 
• 7th step: thank and say you are looking forward to the job. 
 
INTERVIEW QUESTIONS YOU MAY BE ASKED 
Why do you want this job? 
Think carefully about this question. Stress the positive aspects which have attracted you to applying for 
this position. Do not mention the negative aspects of your current job or the job in question. 
What qualities do you think will be required for this job? 
Their advertisement for the job may help you a little bit, but you should also think of the other qualities 
that may be required. These may include leadership ability, supervisory skills, communication skills, 
interpersonal skills, problem solving, analytical skills, etc. 
Why do you want to work for this company? 
Emphasize the positive reasons why you want to join their company, but avoid aspects such as more 
money or shorter hours. These would not endear you to a prospective employer. 
What do you know about this company? 
This is your chance to impress the interviewer with your knowledge of theircompany. Give them a run 
down of their products/services, sales figures, news, company figures, customers, etc. 
You have not done this sort of job before. How will you cope/succeed? 
Say that you are the sort of person who aims to succeed at everything you do and that you are very 
determined and will do whatever it takes to get the job done. 
Why should we employ you? 
The answer to this question will be based on your previous experience and achievements which relate 
to the company. At the end you could add that you think there is a good fit between you and the job, 
and do ask the interviewer for their opinion. 
What do you like and dislike about the job we are discussing? 
Likes: stress things such as a new challenge or the opportunity to bring fresh experience to the 
company. Dislikes: Imply there is nothing to dislike about the job, which is why you are so interested. 
Why did you choose a career in …? 
Be positive about your reasons. If you have changed careers make a logical argument as to why you did 
so. 
How long have you been looking for a new job? 
If you have been unemployed for a long time this may be a rather tricky question to answer. But be 
honest. If you have been away on holiday or done some voluntary work you could mention this. 
Do you prefer to work in a small, medium or large company? 
Remember where you are! If the company interviewing you is a small to medium sized company say 
that you enjoy a close atmosphere with a good team spirit. At a large company say that you enjoy the 
stability of working for a large and established company. 
What are you looking for in a new job? 
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Make sure your answer fits in with the company who is interviewing you. A suitable reply would be 
that you are looking for a new job where you can apply your existing skills and learn new ones 
What would your ideal job be? 
Again, remember where you are! Describe the job in terms of the criteria they have used to describe 
their job. An ideal job might include things like challenging work, a fair rate of pay for the job, nice 
colleagues, good career prospects, good team atmosphere, opportunity to learn new skills, apply old 
skills, etc. 
Are you considering any other positions at the moment? 
If you are say so, but do not give too many details away - it will weaken your negotiating position later. 
If you do not have any other job offers at the moment just say that you have a few irons in the fire. 
How would you describe yourself? / How would others describe you? 
Pick your best attributes and achievements from your career. 
Do you consider yourself successful? 
You should say you do. Pick some work related achievements that are in line with the position that you 
are discussing. 
What was your greatest success? How did you achieve it? 
You should pick an achievement which is related to their needs. 
What has been your biggest failure? 
Try to pick a failure which you were later able to correct or something that is not really important. 
How could you improve yourself? 
Do not mention anything negative about yourself - the interviewer is looking for a chink in your 
armour. 
Are you a leader? 
State how you have successfully acted as a leader, giving examples of your successes. 
How do you handle criticism? 
Your answer should be along the following lines: "I always think that it is important to get feedback on 
how I am performing so that I can improve any areas which my manager/supervisor highlights. Do you 
have regular staff appraisals and a staff development plan?" 
Do you work well with others? Or are you a loner? 
Some jobs mean that you have to work very closely with other people whilst other jobs mean that you 
are largely working on your own, so you need to say that you are happy in both situations. 
Do you need other people around to stimulate you or are you self-motivated? 
You need to say that you are self-motivated. 
Are you accepted into a team quickly? 
Hopefully you can answer a resounding "Yes" to this question. 
Can you act on your own initiative? 
You should say that you can. You could ask how much responsibility you would have. 
How do you run a meeting? 
You could say that you must start with an agenda and stick to it. You could add that you would try to 
get the views and ideas from everyone present, working in an air of co-operation. If people moved off 
at a tangent you would bring them back to the item being discussed. 
What motivates you? 
Our suggestions are career growth, opportunity to learn new skills, good co-workers, etc. 
What management style gets the best results out of you? 
Try and think about how you have reacted to different managers and which factors have motivated you. 
Do not say too much in reply to this question, because if your answer is contrary to the management 
style of the company they will not be keen to employ you! 
Do you know how to motivate other people? 
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Hopefully you can say "Yes", and say that you have to find out what motivates a person and give them 
recognition for a job well done. You should always give them encouragement and help them when 
required. 
Are you competitive? 
Your answer depends on the sort of job you are doing. If you will be working as part of a team you will 
need to show that you can work in the best interests of the team and not just for your own benefit. 
Are you aggressive? 
If you mean by this someone who gets things done, then the answer is "Yes". You need to defuse the 
implications of this question. 
What do you dislike doing? 
Say that you are prepared to do whatever it takes to get the job done well and on time and try to do 
disagreeable things first to get them out of the way rather than putting them off. 
Do you feel you are ready to take on greater responsibilities? 
Show how you have progressed throughout your life and how you have accepted and taken on 
responsibility for the actions of yourself and others. If you have not really had many work related 
responsibilities you can mention other responsibilities you have had outside work. 
What would you like to avoid in your next job? 
You need to be positive here and say that there is nothing in particular that you would like to avoid. 
Can you work under pressure? 
You need to say that you can. You could ask how much pressure the job involves. 
How many hours are you prepared to work? 
You would be prepared to work the necessary hours to get the job done on time. 
Do you mind working for someone older than yourself? Younger than you? Of the opposite sex? 
Here you can say that you are prepared to work with anyone. 
What are your career goals? 
Link in your goals with the company who is interviewing you. 
How did you get on with your previous manager/supervisor, co-workers and subordinates? 
Hopefully you can say that you got on well with everyone. 
What interests do you have outside work? 
Your hobbies and interests can tell an employer a lot about you, including whether you are sociable or 
solitary, and whether you can take on 'leadership' roles. So you should think about which interests will 
paint the right picture of you given the position you are discussing. 
Have you ever been fired? 
If you have, you will need to handle this question with great care. Try and put yourself in as favourable 
light as possible without being too dismissive. If you have later been able to correct any deficiency 
which resulted in you being fired you should tell the interviewer. 
Are you too old for this job? 
Tell them that you feel that your extra experience would enable you to make a bigger contribution to 
their company sooner than someone younger and less experienced. 
Are you too young for this job? 
"No, I do not think so!" is the answer you should give and then state the reason why you are not too 
young. If you have a lot of experience gained in a short time, say so. 
You may be over qualified for this position?Tell them that you feel that your extra experience would enable you to make a bigger contribution 
sooner than someone with less experience. 
Are you prepared to relocate? 
If you are, say so. If you do not want to move then you do not have to accept the job - try and come 
across as someone who is positive. 
How often are you off sick? 
 74 
This can be a difficult question to answer if you are frequently off sick or you have just recovered from 
a prolonged period of illness. If you have generally enjoyed good health and this period of illness is not 
typical then you should say so. 
What level of salary are you looking for now? 
Be very careful when you answer this question - you do not want to appear to be greedy. If you are 
applying for a specific vacancy you could ask them what the salary range is. Once they have answered 
you could say "I think my experience would place me at the top end of your range, don't you?" If they 
ask you this question fairly early on in the interview you could delay answering by saying "It is hard to 
discuss salary without first knowing a little bit more about the job and the responsibilities." 
What will your referees say about you? 
Say that you expect excellent references. 
Difficult questions 
If you cannot answer a question you might reply with "That's an interesting question - how would you 
tackle it?" 
Fantasy questions 
These sort of questions can be very difficult to answer. Such questions might include: "What would 
you do if you won the National Lottery?" You should give the answer, which in your opinion will give 
you the best chance of getting the job. 
 
JOB INTERVIEW BODY LANGUAGE 
When you are being interviewed it is very important that you give out the right signals. You should 
always look attentive - so do not slouch in your chair. Never lie to anyone in an interview, your body 
language and tone of voice or the words you use will probably give you away - classic body language 
giveaways include scratching your nose and not looking directly at the other person when you are 
speaking to them. 
If you have a moustache you may want to consider shaving it off - people with moustaches can be 
perceived as being aggressive. You can always grow it again once you have got the job 
 
INTERVIEWING INFORMATION 
The interview levels the playing field. No matter where you went to school, no matter what your GPA is, 
no matter how much experience you have, no matter who you know--if you aren't able to interview 
successfully, you won't get the job. Following are some insights designed to help you successfully interview 
and get the job you want--and then negotiate the very best job offer! 
Competitive Interview Prep 
No, you can't cram the night before and "ace" your interview. Take the time to fully prepare yourself for 
interview success. 
Mastering the Interview 
What really counts in the interview...and how to master your next one! 
Dressing for Interview Success 
Campus fashions don't cut it here. Get the straight scoop on dressing the part. 
Fifty Standard Entry Level Interview Questions 
Review these most common interview questions in preparation for your interview. 
Candidate Interview Questions 
The interviewer is not the only one who should be asking the questions. You should be ready as well. 
Here is a complete list of what to ask. 
Phone Interview Success 
It's not "just a phone call"--it's a real interview. Prepare properly so that it's not your last... 
Company Site Interview Success 
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The company site interview is your moment of truth. This is usually your make or break for getting an 
offer. 
After the Interview 
Don't sit by the phone waiting for the offer after the interview...do your part to generate job offers 
 
Competitive Interview Prep 
"Any fact facing us is not as important as our attitude toward it, for that determines our success or 
failure." 
Norman Vincent Peale 
You finally have an interview! Your moment of truth has arrived. Whether your interview is on campus 
or off, it is important to make the most of it. Because to be successful, you should always seek to retain 
control of the process, and the only way to do this is to have control over the final decision. You can 
always walk away from a company that you later decide you have no interest in, but you need to 
remain in positive control to retain the power to pick and choose. Your objective in every interview 
should be to take yourself one step further toward generating the job offer. You can do that by doing 
your very best in each and every interview. Treat every interview as if it were the only one you will 
ever get with that company and your only opportunity to convince them that you are the right candidate 
for the position. Although there may be several interviews before the eventual offer, you must score 
positively in each interview. 
Successful interviewing begins with preparation. Read the following sections to be fully prepared 
before your first interview. And reread the information for additional pointers as your interviewing 
approach matures over time. 
The Most Important Aspect of Interviewing 
The One Thing You Must Do Before Your First Interview 
The Insider Interview Prep Technique 
Insider Company Information 
Dress for Interview Success 
All Eyes Are On You 
The Most Important Interview Nonverbals 
The Whites of Their Eyes Technique 
The Nose on Their Face Technique 
Winning the Body Language Game 
The Nonverbal Interview Technique 
Being Sincerely Honest 
The Show and Tell Technique 
The Sneak Preview Technique 
The Proof Positive Technique 
Raspberry Fudge Swirl in a Plain Vanilla World 
The Interview Psych Technique 
Whom Would You Believe? 
The Pygmalion Technique 
The Visualization Technique 
 
The Most Important Aspect Of Interviewing 
The key element to successful interviewing is not your experience, your 
grades, what classes you took, your extracurricular activities, or any of 
the other basic necessities. Those skills are what got you the interview. 
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The key element to successful interviewing can be summed up in one word: attitude. If you want to rise 
above others with better experience, better grades, or better anything, you will need to work on 
developing a highly positive work attitude. 
Your attitude determines whether you will "make the cut" or be discarded. Remember, there are plenty 
of competitors with the ability to do almost any given job-- especially at the entry level. The way most 
employers differentiate at the entry level is by candidates' attitudes toward the job. Your attitude is 
often what recruiters will remember when the dust has settled after reviewing ten, twenty, or even one 
hundred candidates--the one who was sincerely willing to put forth their very best effort. If you have 
the attitude of wanting to do your very best for the company, of being focused on the company's needs, 
of putting yourself forth as the person who will be committed and dedicated to fulfilling their needs, 
you will likely be the one chosen. 
Why is attitude so important? Because most companies already have their full share of multi-talented 
superstars who care about no one but themselves. Ask any manager who the most valuable member of 
his team is, and he will point not to the overrated superstar, but to the person who has the "can do" 
attitude, the person who can be counted on in any situation, the person who truly strives for excellence. 
Give me a team player who is achieving at 99% and I will take her over a flashy superstar who is 
running at 50% efficiency any day of the week. And so will 99% of all hiring managers. 
So don't worry if you are not "superstar" quality. If you can show me, in your words and actions, that 
you are ready to put forth your very best effort toward achieving excellence, you will be chosen over 
thesuperstar. 
You can show your winning attitude in the way you present yourself. Incorporate the actual words 
"positive attitude," "excellence," and "striving to be my best" into your interview language. Then show 
by your stories and examples how these words positively affect your life. Show me when and where 
and how you have put forth extra effort above and beyond the call of duty. Show me how you beat a 
deadline, how you excelled in a project, or how you made a difference by going the extra mile. 
If you can show me, by words and examples, your "can do" attitude, it is you I will hire, while all of the 
superstars will receive polite rejection letters to add to their growing collections. 
The One Thing You Must Do Before Your First Interview 
Practice. Before you go through an actual interview, you should first go through a mock interview. 
Nearly every college campus offers access to a career counselor who can take you through a mock 
interview (also known as "interview coaching"). Sadly, fewer than 5% of all graduating students take 
advantage of mock interviews. And fully 95% end up stumbling through several interviews before they 
have any practical sense of how they are doing--because that is when the rejection letters start arriving. 
And those rejection letters offer you nothing in the way of constructive criticism toward future 
improvement other than point out to you in the starkest terms that you failed your interview. 
The mock interview is more than just a chance to work out your interview jitters. It is an opportunity to 
practice your interviewing technique and answers live. It is also a chance to hear constructive feedback 
from someone who can guide you toward improving your interviewing style and presentation. 
Just one mock interview will result in a marked improvement in your interviewing skills. Why? For the 
same reason that a speech is not a speech while it is still on paper or just floating around in your head. 
It is not a speech until you give it verbally. The first time you give it in front of an audience (remember 
your first speech in Speech 101?), it will come out nothing like what you prepared. It is the same with 
interviewing. It is not enough to look at an interview question and say, "Yeah, I know the answer to 
that one." You need to practice your answer. Live. In front of someone else. This is not the time to talk 
to yourself in the mirror. Seek out a professional and practice. Ideally, have the session videotaped. 
That way, you will have two opinions--the mock interviewer's and your own. Remember that there is a 
totally different perspective in listening to yourself saying something contemporaneously versus the 
"out of body experience" of watching yourself later on videotape. Just as your voice always sounds 
different on tape, so do your answers. "Did I really say that?" Yes, you did. Aren't you glad the image 
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is captured on tape (which can later be erased), rather than in a potential employer's mind's eye? Yes, 
you are. 
Go through at least one mock interview. For maximum effectiveness, review your answers and then go 
through a second mock interview. Even if you ace the second mock interview, it will be well worth it 
since it will give you confidence in your first real interview. 
The Insider Interview Prep Technique 
The very best thing you can do to prepare for an interview with a specific 
company is to interview someone who is already on the inside. There are 
two basic methods of finding this person. The first is to use your network. If 
the interview was the result of a network contact, call them to thank them 
for helping you set up the interview, then proceed to ask for further 
information about the company. If you don't have anyone on your first level 
who works at the company, ask those first level contacts if they know 
anyone who is working there. The second alternative is to seek out an alum. 
Check with either (or both) the Career Center or the Alumni Office to find 
out if any former grads are working at the company. The ideal is an 
individual who went straight out of your college into the company--the more 
recent, the better. 
If and when you have located this contact, call as far in advance of the interview as possible. Make sure 
you have done your homework so your contact doesn't have to give you all the laborious details you 
should already know. Ask about the person (or persons) you will be interviewing with. Personality? 
Likes? Dislikes? Any hot buttons (good or bad)? Next, ask them about the company. What are the 
primary issues of focus within the company? Profitability? Quality control and improvement? Global 
markets? Finally, ask about the interview process. What are the basic steps in the process? 
Note that the range of questions you can ask this person is far greater than what you can ask in the 
course of the interview. And it will give you insider information that can make you a standout in the 
interview. 
 
 
Insider Company Information 
Seeking further company information?. Take special note of the information that can be gained from 
the corporate annual report. Any candidate who has read the "President's Letter To The Shareholders" 
will be light years ahead of the competition. You will not only have a summary of the company's 
operations for the past year and plans for the year ahead, but you will also have access to all of the 
current lingo and buzzwords that are in play within the corporate corridors. Some companies will even 
have yearly "themes." Know what these are and you will score an instant hit with your interviewer. 
You will be viewed as a true insider for having access to (and using) information that less than 1 
percent of the business market is reading--and far less than 1 percent of the entry level job market. 
 
Dress For Interview Success 
While the college campus may be the perfect forum in which to exhibit 
your flair for the latest in fashion style, the interview is not the place to do 
so. With very few unusual exceptions (my apologies to Apple Computer), 
sandals and sweatshirts are out. Oxfords and business suits are still in. I 
don't like a necktie (noose?) any better than the next person, but it is still a 
fact of life in interviewing. Even though many companies have relaxed the 
internal company dress code, interviews still follow the conservative 
standard. Don't buck the trend. 
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Unfortunately, most college grads are woefully underprepared with proper interview dress. They feel 
they can "get by" with what is already in their wardrobe. Usually not. Dress for the world outside 
college is quite different from the campus scene. Remember that stylish is not conservative. You 
should be doing the talking, not your clothes. 
This is not to say that you need to go out and buy a whole new wardrobe. Go for quality over quantity. 
One or two well-chosen business suits will serve you all the way to the first day on the job and beyond. 
Then, when you are making some money (and have a chance to see what the standard "uniform" is for 
the company), you can begin to round out your wardrobe. For now, no one will fault you for wearing 
the same sharp outfit each time you interview. If you desire some variety within a limited budget, you 
might consider varying your shirt/blouse/tie/accessories as a simple way to change your look without 
breaking your wallet. 
For those of you who need a quick review of the basics, follow these guidelines for successful 
interview dress: 
Men and Women 
Conservative two-piece business suit (solid dark blue or grey is best) 
Conservative long-sleeved shirt/blouse (white is best, pastel is next best) 
Clean, polished conservative shoes 
Well-groomed hairstyle 
Clean, trimmed fingernails 
Minimal cologne or perfume 
Empty pockets--no bulges or tinkling coins 
No gum, candy or cigarettes 
Light briefcaseor portfolio case 
No visible body piercing (nose rings, eyebrow rings, etc.) 
Men 
Necktie should be silk with a conservative pattern 
Dark shoes (black lace-ups are best) 
Dark socks (black is best) 
Get a haircut; short hair always fares best in interviews 
No beards (unless you are interviewing for a job as a lumberjack!) 
Mustaches are a possible negative, but if you must, make sure it is neat and trimmed 
No rings other than wedding ring or college ring 
No earrings (if you normally wear one, take it out) 
Women 
Always wear a suit with a jacket; no dresses 
Shoes with conservative heels 
Conservative hosiery at or near skin color (and no runs!) 
No purses, small or large; carry a briefcase instead 
If you wear nail polish (not required), use clear or a conservative color 
Minimal use of makeup (it should not be too noticeable) 
No more than one ring on each hand 
One set of earrings only 
If you are still not sure how to dress for the interview, call them and ask! That's right--call the 
employer. But this is one time when you do not want to call the Hiring Manager--instead, ask to be put 
through to Human Resources and say: 
"I have an interview with _____ in the _____ department for a position as an _____. Could you please 
tell me what would be appropriate dress for this interview?" 
Sure, you run the risk of someone in HR thinking you are a social imbecile, but that's a lot better than 
having the Hiring Manager distracted by inappropriate interview dress. 
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While many work environments have shifted to business casual as the work standard, business suits are 
still the interview standard. When in doubt, it is almost always better to err on the side of conservatism. 
One final note on interview dress: while it goes without saying that your interview clothes should be 
neat and clean, very few interviewees give the same time and attention to their shoes. Shoes? Yes, 
shoes. I am aware of at least one Corporate Recruiter who forms first impressions based solely (pardon 
the pun) on shoes. This person does not have a shoe fetish--he subjectively judges that those who pay 
attention to details like their shoes are also likely to be diligent in their work life. And it is not just that 
person's opinion. Many have said that you can judge a person by their shoes. You will find that many 
ex-military officers (many of whom have found their way into management positions in corporate 
America) are especially aware of a person's shoes. It is not enough to be clean, pressed, and ironed. 
Make sure your shoes are conservative, clean, and polished. 
All Eyes are on You 
Your choice of eyewear can also be considered a part of your interview dress. Glasses or contacts? For 
those of you who have this option available, consider it wisely. There are preconceived notions (as you 
are probably well aware) of what wearing glasses connotes. Specific potential positives include 
attention to detail, focus and intelligence. Potential negatives include awkwardness, shyness and lack of 
human interaction. While these stereotypical attributes are obviously just that--stereotypes--they are 
still extant in our society. 
If you have the option of wearing contacts versus glasses, use the following as the guideline for which 
to wear: 
Contacts - people positions - consulting, sales, advertising, customer service, etc. 
Glasses - data/things positions - accounting, information systems, engineering, etc. 
If you do choose to wear glasses, wear a pair with more conservative frames. While there is little you 
can do to change the preconceived stereotypes surrounding the wearing of glasses, you should be aware 
of the potential positives and negatives and adjust accordingly. 
The Most Important Interview Nonverbals 
Many interviews fail because of lack of proper communication. But 
communication is more than just what you say. Often it is the nonverbal 
communication that we are least aware of, yet speaks the loudest. Following 
are the top five nonverbals, ranked in order of importance, when it comes to 
interviewing: 
Eye Contact - Unequaled in importance! If you look away while listening, it 
shows lack of interest and a short attention span. If you fail to maintain eye contact while speaking, at a 
minimum it shows lack of confidence in what you are saying and at worst may send the subtle message 
that you are lying. Do not just assume you have good eye contact. Ask. Watch. Then practice. Ask 
others if you ever lack proper eye contact. If they respond that they did notice, ask if it was during 
speaking or listening. Some people maintain excellent eye contact while listening, but lose eye contact 
when speaking. Or vice versa. Next, watch yourself on videotape. It does not necessarily have to be 
your mock interview; in fact, if you were videotaped informally (that is, you were not aware you were 
being taped), this will provide even stronger evidence. Then sit down with a friend and practice until 
you are comfortable maintaining sincere, continuous eye contact. 
Facial Expressions - It continually amazes me how many college students are totally unaware of the 
sullen, confused, or even mildly hysterical expression plastered on their faces during the entire course 
of the interview! It is almost as if four years of college has left some students brain dead or worse. 
Some interviewers (not myself, of course) have been known to hang humorous labels on these students, 
such as "Ms. Bewildered" (who looked quizzical during the interview) or "Mr. Psycho-Ax-Murderer" 
(who looked wide-eyed and determined to do something, although you dare not ask what). Take a 
good, long, hard look at yourself in the mirror. Look at yourself as others would. Then modify your 
facial expressions--first eliminate any negative overall characteristics that might exist, then add a 
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simple feature that nearly every interviewee forgets to include--a smile! Not some stupid Bart Simpson 
grin, but a true and genuine smile that tells me you are a happy person and delighted to be interviewing 
with our company today. You do not need to keep the smile plastered on for the full interview, but 
remember to keep coming back to it. Think about it--who would you rather spend thirty minutes with? 
Posture - Posture sends out a signal of your confidence and power potential. Stand tall, walk tall, and 
most of all, sit tall. I don't say this to offend the "short people" of the world--in fact, I am under 5'5", 
which is a full seven inches shorter than your proverbial 6-foot IBMer. Height is not what's important, 
posture is. When standing, stand up straight. When you are seated, make sure you sit at the front edge 
of the chair, leaning slightly forward, moving within an overall range of no more than 10 back or 20 
forward, intent on the subject at hand. 
Gestures - Contrary to popular belief, gestures should be very limited during the interview. So please 
don't use artificial gestures to try to heighten the importance of the issue at hand (pardon the pun). It 
will merely come off as theatrical. When you do use gestures, make sure they are natural and 
meaningful. 
Space - Recognize the boundaries of your personal space and that of others. If you are typical of most 
Americans, it ranges between 30 and 36 inches. Be prepared, however, not to back up or move away 
from someone who has a personal space that is smaller than your own. Hang in there, take a deep 
breath, and stand your ground. For most of us, merely the awareness of our personal space is enough to 
consciously prompt us to stand firm when speaking with someone. If you have a smaller than average 
personal space, make sure you keep your distance so that you do not intimidate someone who possesses 
a larger personal space. P.S. If you want to have fun at a social gathering, step inside the personal space 
boundary of a friend. Withsome practice, you can back them up around the entire room without them 
even being aware of what is happening. But beware. It can also happen to you. 
The Whites of Their Eyes Technique 
Eye contact is an area of importance that many give lip service to, yet fail to implement in actual 
practice. If you have difficulty maintaining eye contact, try this simple technique to lock in a strong 
first impression. Concentrate on noticing (and remembering) the color of the person's eyes as you shake 
hands. In doing so, you will not only show excellent initial eye contact, you will also create interest in 
your eyes, which will be clear and focused. 
The Nose on Their Face Technique 
Another technique for maintaining eye contact. If you have difficulty maintaining eye contact due to 
discomfort at looking someone directly in the eyes, use this technique instead. Simply start at them 
directly in the nose. You will not have the discomfort of direct eye contact, yet the person you are 
speaking with will perceive that you are making eye contact (even though you are busily sizing up their 
nasal openings). Just make sure you don't become so preoccupied with nasal starting that you end up 
being distracted from the interview. 
Winning The Body Language Game 
Everyone uses body language during the interview (whether they realize it 
or not), but very few think about in advance and modify their body 
language to produce the most positive effect. Body language is merely the 
smaller, less prominent nonverbal cues that we give others while 
communicating. Following are some typical interpretations of body 
language cues: 
Openness and Warmth: open-lipped smiling, open hands with palms visible, unbuttoning coat upon 
being seated. 
Confidence: leaning forward in chair, chin up, putting tips of fingers of one hand against the tips of 
fingers of other hand in "praying" or "steepling" position, hands joined behind back when standing. 
Nervousness: smoking, whistling, pinching skin, fidgeting, jiggling pocket contents, running tongue 
along front of teeth, clearing throat, hands touching the face or covering part of the face, pulling at skin 
 81 
or ear, running fingers through hair, wringing hands, biting on pens or other objects, twiddling thumbs, 
biting fingernails (action itself or evidence of), tongue clicking. 
Untrustworthy/Defensive: frowning, squinting eyes, tight-lipped grin, arms crossed in front of chest, 
pulling away, chin down, touching nose or face, darting eyes, looking down when speaking, clenched 
hands, gestures with fist, pointing with fingers, chopping one hand into the open palm of the other, 
rubbing back of neck, clasping hands behind head while leaning back in the chair. 
As you can see, there are far more negatives than positives--possibly more than we are consciously 
aware of. This list is given not so that you can artificially adopt the positive body language techniques, 
but more to help you recognize and avoid the negatives. If you have a habit of doing any of the above 
negatives, remove that action from your pattern of behavior before it sends the wrong signal. 
Concentrate on removing it now so you will not have to think about it during the interview. 
And keep in mind the opposite side of the desk. As you talk with an interviewer, be aware of (although 
not preoccupied with) their body language and nonverbal cues. Do not try to read in more than is 
actually being communicated, but try to develop a sense of the interviewer's reception of you. The most 
obvious example is the smile connection--when your smile brings about a smile from the interviewer. 
Do your best to stay connected with your interviewer--both verbally and nonverbally. 
The Nonverbal Interview Technique 
Don't just give lip-service to the concepts listed previously--practice them! How? With a Nonverbal 
Interview. Unlike the mock interview, this one does not require a great amount of preparation--just an 
observant friend. Ask the friend to ask questions, but instead of focusing on your answers, ask him to 
make note of your nonverbals and body language and the messages being sent. Or play back your mock 
interview with the sound off. The results might surprise you. 
Being Sincerely Honest 
If you have a tendency to use phrases such as, "To be honest with you," "Just between you and me," 
"Well, I'll be completely honest about this," or other such qualifiers, eliminate them from your 
vocabulary. Think about it. A person who uses such a qualifier is implying by its usage that they 
typically are not being honest. If you are being honest all the time (which you should be), there is no 
need to use this kind of qualifier. 
The Show and Tell Technique 
If appropriate (the key words here being "if appropriate"), feel free to 
bring samples or copies of your work to the interview as concrete 
examples of your capabilities. Use reports, projects, photos, programs, or 
whatever it is that provides a tangible example of what you have done. It's 
one thing to say "I developed a report," and quite another to actually show 
the report you developed. 
While the types of samples you use may vary, they can include any 
information developed either through capstone-level classes or work 
projects. 
Following are a few examples that have been used successfully: 
Programs and system design specs by an Information Systems major 
Complex financial analysis done by a Finance major 
Working product prototype developed by a Mechanical Engineering major 
Be fully prepared not only to "show" but also "tell" about your sample. Be ready to answer any and all 
possible questions that might come up. This should not be a casual sample--it should be an example of 
your very best work. It will stand as the icon of what your capabilities are. If you are extremely proud 
of something you have done, show me--and tell me why. 
If possible, you might want to consider using your show and tell samples as "leave-behinds" for the 
company to look at later. There is usually not enough time within the course of the interview to fully 
 82 
explore a good "show and tell" item. This also puts another "hook" into the company for necessary 
future contact. 
Although using your sample as a "leave-behind" should only be done if the item is reproducible, you 
might want to consider leaving behind "sample only" items with an employer, if you are truly 
interested. Tell them: "I'll just pick it up when I'm here for my next interview" or (if this is your final 
interview) "I would be more than happy to pick it up on my start date." Presumptuous? Possibly. But it 
may also be your golden opportunity to close the sale! 
The Sneak Preview Technique 
A variation on the Show and Tell Technique is to provide the company 
with a sneak preview of what they can expect of you as an employee. 
While Show and Tell looks backward at material you have developed in 
the past, the Sneak Preview Technique focuses on the future. This 
technique works well when you have been given an indication (perhaps 
in a previous on-campus interview or phone interview) that there is a 
certain level of proficiency which the company is seeking. Take this as your cue to prepare for that 
question in advance. 
An example of the use of this technique comes from a Multimedia Developer, who was asked in an 
initial interview if he knew a particular multimedia presentation software package. While he 
acknowledged that he did not at the time, he promised to research the package and provide a demo of 
his results at the next interview. 
He found the presentation software to be very similar to one he had worked with extensively. After 
developing a full presentation based on company marketing materials, he presented the results in the 
office of his future manager. He noted that the presentation was put together in his spare time with little 
training.The company would, of course, receive a much higher level of performance upon hiring him 
full-time in the position. That sneak preview not only landed him a job offer, but also expanded the 
scope of initial responsibilities on the job (and his overall pay). 
The Proof Positive Technique 
Another variation of the Show and Tell Technique and Sneak Preview Technique will provide you with 
a way to fill a stated need, especially in a later or final interview. The need for a required proficiency 
may be requested in the form of a "Have you ever . . . " question. If the answer is no, you can still show 
proficiency by offering to provide them with the output or results in a short period of time. This is an 
ideal way to answer the unanswerable question. Ask the interviewer for time to solve the problem, then 
take it home, do your research, prepare your result and present your solution. Then ask for the job. 
You cannot prepare for this in advance, as with the previous techniques. But it is an excellent way to 
respond to an interview question for which you have no previous experience to reference. Everyone 
says they are a fast learner. This technique is your way to prove it. 
For example, a Computer Science major was asked if he had ever developed Web pages in HTML. He 
stated that he had not, but went on to say that he was a quick study and to prove the point, he would 
take the corporate flyer which he had been given, put it in HTML format and deliver the result via e-
mail by 8:00 a.m. the following morning. 
He went straight from the interview to the library, spent the better part of the evening reading and 
researching other Web sites and delivered the final product on time the following morning. Proof 
positive indeed! 
 
 
 
 
 
 
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Raspberry Fudge Swirl In A Plain Vanilla World 
Even though you have probably already gone through this exercise in the 
self-evaluation phase of your career planning, it's important to go through 
it one more time: know how you measure up against your competition. 
And this time take very specific note of your competitive differences. 
Don't go along with the mistaken impression that you can sell based only 
on your own personal value--remember our discussion of product-driven 
marketing versus customer-driven marketing. Know what your specific 
advantage is for each specific employer. Be ready to articulate that 
advantage in very precise language. 
Success in interviewing involves being fully prepared. But it's more than that--you must stand out in a 
world of "plain vanilla" job candidates. What particular strengths make you uncommon? What makes 
you unique? Be ready to differentiate yourself. Be ready to show your "competitive advantage." And be 
ready to load on the nut topping, whipped cream and cherry if they ask for it. You have to be ready to 
take on the competition. Remember, your competition is sitting there in the classrooms with you. You 
need to know and understand your greatest strengths in relation to them. 
It is only by differentiating yourself that you can lick your competition. 
The Interview Psych Technique 
The night before the interview, spend some time with a friend or family member, telling them why you 
would be the best for the position. Use superlatives galore! The purpose is to put you in the right frame 
of mind for the interview, so that you truly believe you are the best possible candidate for the job. Why 
is this so vitally important? See the next item. 
Whom Would You Believe? 
Before you can possibly convince me as the interviewer that you are right 
for the job, you have to believe it yourself. It's amazing how many 
candidates seem tentative and reluctant to express confidence in their own 
abilities. Remember, you are all alone once the interview starts. No one 
will sell you if you don't sell yourself. How can I believe in you if you don't believe in you? I am not 
here to sell you on our company until after you sell me. Once you have sold me on you, I will sell you 
on the position and the company, but not until then. So don't expect the interviewer to tell you why you 
are right for the job. That is your job. 
The Pygmalion Technique 
So maybe you are the shy type who is uncomfortable talking about yourself in a positive way. There is 
still a way for you to prepare yourself mentally for the interview. Remember Pygmalion? No? In Greek 
mythology, Pygmalion sculpted a beautiful ivory statue of a woman that was given to the king of 
Cyprus. Pygmalion believed so strongly that the statue was real that it was eventually given life by the 
goddess Venus. Our TV/movie generation may know the story of Pygmalion and his statue through our 
modern stage/movie versions: Professor Higgins and Eliza Doolittle in My Fair Lady. Eliza is 
transformed from a common flower peddler to an elegant lady through the power of continuous 
positive reinforcement on the part of Professor Higgins. If others tell you that you can do something, 
and tell you this long enough, you will eventually come to believe it yourself and live it in your life. 
To see a simple example of the power of this technique in action, notice what happens to you when you 
smile for an extended period of time. Think of something (or someone) pleasant or amusing that makes 
you want to smile. Right now, as you are reading these words on this page. And hold that smile until 
you finish reading this technique. The end result will be that your body will react to the smile in a very 
positive way. You will eventually feel like smiling naturally without having to consciously think about 
it. And, interestingly enough, if others walk by while you have that silly grin on your face, they will 
probably begin smiling also. Keep on smiling! 
 84 
We create images in our mind of how things should be. If these images are believed, they can 
eventually become self-fulfilling prophecies. If we change the image, we change the result. So if others 
tell you that you are the very best person for the job long enough and sincerely enough, you will 
eventually come to believe this and act upon it in a positive way. 
No, this is not some useless psycho-babble--it really works. The key is to pick someone as your 
supporter who is very sensitive and willing to back you in your efforts. Significant others work great, 
assuming the relationship is supportive. Moms are also great for this role. Let your supporter in on the 
fact that you have an interview coming up, and tell them you need their help in pumping you up. Ask 
them to please lay it on thick, with the best praise they can muster for the occasion. This should be the 
last person you speak with the night before or even the day of the interview, if possible. 
One final note. This is also a very effective child rearing technique for later in life. Tell your kids they 
are loved and wanted and they will believe you. Tell them they are wicked and worthless and they will 
also believe you. Make sure you do the former. 
The Visualization Technique 
The use of mental visualization can be extremely helpful in preparing for 
your interview. You can, by visualization, experience your coming 
interview, including a rehearsal of how you would react in specific 
situations. 
Many great athletes prepare for competition through visualization. And 
many of the great feats of history have been accomplished first through 
visualization. Sir Edmund Hillary, the first person to scale the heights of 
Mount Everest, was asked by a young reporter how it felt to be the first 
man to touch the peak of Everest. Hillary replied that it felt exactly the 
same as each of the previous times. What the puzzled reporter failed to see 
is that Hillary had already successfully scaled Everest many times through 
visualization. 
In preparing for the interview, go through the motions in your mind. 
Anticipate the questionswhich may be asked. Visualize yourself as 
confident and self-assured. Not cocky, just confident of who you are and the benefit you can provide 
the employer. Play the part over and over again until you feel you have truly lived it. Visualize your 
success until it becomes reality. 
Mastering the Interview 
"To be a great champion, you must believe that you are the best.If you're not, pretend you are." 
Muhammad Ali - 
You are a special person. You know it. Your Mom knows it. Your Dad knows it. Your siblings know it 
(but probably won't admit it to anyone else). Your Mom really knows it. Your friends and relatives 
know it. But unless you convince the interviewer of your special talents and abilities, you will fade into 
that great dark abyss of Interviews Lost. 
Study this Section. Get comfortable with the techniques and tactics before your first interview. 
Remember, every interview counts. Every time you interview successfully, you move one more golden 
step toward the job offer and career of your dreams. 
The Truth about Interviewing 
The Personal Connection Technique 
The Three Step Interview Process 
The Personality Matching Technique 
The Handshake Matching Technique 
The Eight Types of Interview Questions 
The Competency Answering Technique 
The Behavioral Answering Technique 
 85 
The Compelling Story Technique 
The Hero Technique 
The Pregnant Pause Technique 
The Successful Vagabond Technique 
How to Never Be Nervous Again 
The Rowboat Technique 
Ten Tough Interview Questions and Ten Great Answers 
Fifty Standard Interview Questions 
Top Ten Critical Success Factors 
What to Do If You Are Asked an Illegal Question 
Don't Commit One of the Worst Interview Sins 
The Parroting Technique 
The Safety Valve Technique 
The Reframing Technique 
The Experience of a Lifetime Technique 
The Articulation Factor 
The Dirty Dog Theory 
The Abraham Lincoln Technique 
The Pride of Ownership Technique 
The Competitive Posture Technique 
The One Question to Ask Every Interviewer 
Questions to Ask the Interviewer 
The Money Response Technique 
The Lockdown Technique 
The Truth About Interviewing 
"But it seemed to go so well! We talked about everything...campus life ...the weather...the football 
season. I just don't understand why I got a rejection letter... " 
Beware the interview that gets too chummy. It may be that the interviewer 
has already rejected you and out of politeness passes the remaining time 
talking about everything but you. 
The truth about interviewing is that most initial interviews only last about 
five minutes. Oh, sure, the actual interview always takes longer than that. 
Twenty minutes. Thirty minutes. Sometimes even an hour. But the interview is usually over in five 
minutes or less. If you have not convinced the interviewer by the five minute point that you are the 
right person for the job (or at least a contender who should be taken to the next level), it can be next to 
impossible to recover. Recoveries do happen. But they are very rare. 
In that first five minutes of the interview, I will have noted many critical aspects. Your appearance. 
Your grooming. Your handshake. Your personal presence. Your eye contact. Your articulation. And, 
most importantly, your personality. Notice that I did not mention anything about your coursework, your 
GPA, or your work experience. That is what got you to the interview in the first place. But it is the 
"soft factors" that will take you to the next level. 
Having taken the right courses, having good grades (critical!), and having related work experience are 
all important selection criteria. But they do not matter one iota if you are not a strong personal fit for 
our company. 
The truth is that most interviewers are seeking individuals who are able to personally present 
themselves well in a face-to-face interview. They are seeking to recommend those who will be a good 
reflection upon themselves and their selectivity. So most interviewers naturally gravitate to specific 
"critical success factors" that have worked for them consistently. 
 
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The Personal Connection Technique 
No matter how good you look on paper, no matter how well you present yourself, no matter how well 
you answer their questions, you will not get the job unless you make a personal connection with the 
interviewer. I need to know from the very start that you are someone I can trust to represent me and my 
company. How do you establish that trust? Simple. At the very beginning of the interview, when the 
introductions are being made, concentrate on looking directly and solidly into the interviewer's eyes, 
giving them your sweetest and most endearing smile. I tend to think of it as a "shy smile," or, if we can 
venture into the bounds of cuteness, a "cute smile." The bottom line is to make it a warm and friendly 
smile. Then think about the fact that you are truly pleased to be there in the presence of this person. 
Establish that personal connection both physically and mentally with the interviewer. 
How do you know when the connection is made? When they return your smile in a comfortable, 
relaxed manner, you are connected and ready to communicate on a personal level. Remember, I only 
hire people I am comfortable with. If the connection is not made, I won't hire. So take the time to 
establish that personal connection. 
The Three Step Interview Process 
In its simplest form, the interview consists of three distinct steps: 
Establish rapport 
Gather information 
Close 
It is vitally important to understand these basic steps in order to be 
successful in your interviewing. Each step carries with it a different focus 
and emphasis. Each step has its own protocol and requirements. And successful completion of each 
step is critical for you to go on to the next step in the process, whether that be another interview or the 
actual job offer. 
It is important to note that there is a dual responsibility for successful 
completion of each of these steps. The employer has a responsibility to 
follow through in each step, yet you have a greater responsibility. If the 
employer fails in his responsibility, the company will potentially fail to hire 
a qualified candidate. But if you consistently fail in your responsibility, you 
will fail to be hired. So you need to take personal responsibility for your side 
of the interview process. 
The establishing rapport step is where the vital first impressions are formed. Some employers will 
claim to be able to make a decision about a candidate in thirty seconds or less. The truth is that you will 
set the tone for the interview through your physical appearance and initial responses. If you start off 
poorly, you can recover, but only after a herculean effort. Your personal appearance will speak 
volumes before you ever utter a word. 
Many interviewers are analyzing you in reference to the company culture. Does this person fit in? 
Would this person represent our company well? Would others feel I made a good selection in 
recommending? And the small talk is actually big talk, since it will greatly affect how you are 
perceived in the eyes of the interviewer. It's not necessarily the words you say, but how you say them. 
Your verbal articulation and vocabulary will be noted, especially any variance, positive or negative, 
from the standard. If you have done your interview homework and have fully researched the company, 
the words will flow smoothly. If not, it will show. This is where your positive attitude and confidence 
will establish the tone for the interview. And this is the step during which you have the opportunity to 
make your personal connection with the interviewer. 
In the gathering information step, the employer will be asking questions and matching your answers 
against their critical success factors. Some of the questionswill be closed-ended, such as "What was 
your GPA?" Others will be open-ended behavioral questions, such as "Can you give me an example of 
a time when you had to make an unpopular decision?" While preparation is important, your honesty 
 87 
and sincerity in answering should be evident. Most interviewers are keenly aware of when they are 
being snowed. The questions in this step will usually be probing questions which drill deep into your 
background, attempting to get past the interview veneer. Although you may have pre-sold the 
interviewer in the establishing rapport stage, you will need to solidify the employer's view in this stage. 
The outward questions are designed to answer the inner doubts. You will be judged on attitude (Are 
they always this pleasant or is there someone evil lurking beneath the surface?), work ethic (Will they 
really work hard or are they just looking for a cushy job?), intelligence (Does this person really 
understand the industry concepts or is he reaching?), and honesty (Is the person really this good or are 
they just acting?). 
You will be subject to the individual whims of each individual interviewer. Often not by design, but 
due to lack of training. The only individuals who have truly been trained to interview (Human 
Resources) usually do not have the hiring decision. So the hiring manager interview is usually less 
structured and more subjective. And in the end, an imperfect decision will be formed from an imperfect 
interview process. If you have not sold the interviewer by the end of this step, you will have great 
difficulty in resurrecting. 
In the close step, the interviewer will set the hook for the next step. If you have succeeded to this point, 
the conversation will center around the interviewer selling you on the company and the next steps in 
the hiring process. If you have failed to this point, the conversation will center on the football team, the 
weather, or any other neutral subject which provides for a clean disengage. If your interview was 
successful, there will usually be an indication of future steps. You may be given further company 
information which is reserved for only the select few. 
No matter what your view of the interview to this point, it is important to personally close the interview 
by establishing continuity of the process. Understand what the next step will be. "We will be reviewing 
all of the candidates and getting back to you," is not necessarily a close-out, although it is the standard 
response when there is no interest. Make certain you understand the next steps and be prepared to 
follow up on your side. Always pursue each interview as if it were your last. You can always back 
away from it later if you truly have no interest, but you cannot back away from a company that you 
failed to impress. 
Understanding the basic steps of the interview is only the starting point. You need to be fully prepared 
for different personality styles, different interview styles, and different questions. You need to master 
your ability to present the very best you. 
The Personality Matching Technique 
This technique is the secret to successful interviewing. If you read nothing 
else, read this technique. There is a simple key to success in interviewing 
that very few people utilize. It is the process of mirroring the personality of 
the person to whom you are speaking, a process that I refer to as 
"Personality Matching." It is based upon the proven fact that we like people 
who are like us. It is the halo effect in action--anyone who is like me must 
be a good person. Result? Instant rapport. 
Any good salesperson is aware of this simple technique. Want evidence? 
The next time you get a call from a telemarketer, do not hang up. Instead, 
stick with them a few minutes just to hear their pitch. You will probably know pretty quickly if you are 
dealing with a "greenie" who is reading from a script or a seasoned professional. If it's a greenie, give 
them a polite "no thank you" and hang up. But stick with the pro through the entire call. Why? Because 
now we are going to have some fun. 
In the beginning of the call, talk to them in a very quick and upbeat voice, possibly somewhat higher in 
pitch. If they are good, they will follow right along with you, matching your tempo and pitch. If not, 
they are still a greenie, operating in their own little world--end the call. But if they follow along, here 
comes the fun. Gradually slow down your rate of speaking and lower your voice in both volume and 
 88 
pitch. Guess what? The true pro will follow you all the way down. Surprised? Don't be. Just as a 
telemarketing pro is trained to do this (and at this point may not even be conscious of what they are 
doing), any good marketing person does the exact same thing. Whatever the industry, the most 
successful salespeople are the ones who meet you (the customer) at your level. 
In the same way, the best interviewees are the ones who have the ability to meet the interviewers at 
their level. "Wait a minute, shouldn't that be the job of the interviewer?" No! The only interviewers 
who have actually been trained at interviewing (Personnel/Human Resources) are usually not the ones 
who make the final hiring decision. Even some of the best interviewers are totally unaware of this 
technique or are unwilling to apply it. 
So how does one do this "personality matching thing?" First match the voice and then the physical 
characteristics of the interviewer. In matching the voice, the most important aspect is to match the rate 
of speaking (tempo), then match the pitch. In matching the physical characteristics, it is most important 
to match (or at least reflect) the facial expressions, then the posture (sitting back or forward, etc.). 
Although you should not be trying to "mimic" (like a mime in action), you should attempt to closely 
match him or her. 
To be effective with this technique, you need to first understand your own personality range. For some 
of us, it is quite wide and variant. For others, it may be more narrow. As an example, I consider myself 
to have a very wide personality range--I am very comfortable in matching both the very flamboyant 
and the very subdued. Each type is at an extreme end of my personality range. Most people, however, 
operate in a somewhat narrower personality range. The key is to be able to identify your personal 
bounds of comfort. 
So what do we do if the person we meet with is talking a mile a minute? Should we try to artificially 
match that person, if it is outside of our personality range? Quite simply, no. To attempt to act like 
someone we are not would be "faking it." It's better known as being two-faced and in the business 
world it can be a real killer. Some people end up getting sucked into this trap in order to get the job, 
then go through a continual living hell as they are forced to fake it for the duration of the job. Don't do 
it. But you should be aware of what your personality range is and be willing to move fluidly within that 
range to accommodate the personality of the individual with whom you are meeting. 
Personality matching does not mean perfect matching (it never is). It does mean that we should do our 
best to come as close as possible to matching the other person's personality within the bounds of our 
own personality range. Keep in mind that there is no "perfect personality" (or perfect anything on this 
earth, for that matter) since what is perfect to one will always be lacking in some way to another. 
Perfection is relative to the recipient. Remember that. 
As a side note, think about someone you truly dislike. In most cases, it's because the person is outside 
your personality range, usually in the upper extreme (too loud, too pushy, too cocky, too egotistical, too 
stuffy, etc.)--they are "too much" of something that you do not embrace in your own personality.If you 
have a "too much" area in your own personality, you are best advised to bring it under strict control, not 
only in interviewing, but in your life in general. 
If you put into practice this one technique, you will likely increase your chances of success 
dramatically, and not just in interviewing. Personality matching is a technique that you can use in 
virtually all areas of human communication. 
The Handshake Matching Technique 
Apply the same principle of the Personality Matching Technique to handshakes. Don't get confused by 
the "too hard" or "too soft" handshake psychology baloney. There is no absolute when it comes to 
handshakes because the effectiveness of the handshake is defined by the recipient. So is the handshake 
unimportant? No. But it would be wrong to attempt to come up with "the perfect handshake." There is 
no such thing, since each person receiving your handshake has their own definition of perfection. It's 
relative to the person who has your fingers in their grasp. Therefore, a truly effective handshake is 
 89 
going to be a "mirror" of the handshake being offered. Match the person's handshake the same as you 
would their voice or posture. 
While personality matching is dynamic and takes place over an extended period of time, the handshake 
lasts just one to two seconds. So how do you adjust? Use a medium grip handshake, placing your hand 
so that the soft skin between your thumb and forefinger comes in contact with the same location on the 
recipient's hand. Then be prepared to squeeze down on the gorilla or lighten up on the softie, as 
necessary. Don't get into a wrestling contest. Again, just as with personality matching, you don't have 
to match the extremes. Just move to that end of your "handshake range." Practice a few times with a 
friend. Or better yet, practice with a loved one. 
 
The Eight Types of Interview Questions 
Interviewing is not a science. Nor is it an art form. It is simply an imperfect form of human 
communication designed to increase the predictive validity of potential employer-employee 
relationships. And it is very imperfect. 
There are basically eight types of questions you may face during the course of an interview: 
Credential verification questions 
This type of question includes "What was your GPA?" and "How long 
were you at . . . " Its purpose is to place objective measurements on 
features of your background. 
Experience verification questions 
This type of question includes "What did you learn in that class?" and 
"What were your responsibilities in that position?" Its purpose is to verify 
experiential features of your background. 
Opinion questions 
This type of question includes "What would you do in this situation?" and 
"What are your strengths and weaknesses?" Its purpose is to subjectively analyze how you would 
respond to a scenario. The reality is that "Tape #143" in your brain kicks in and plays when you 
recognize the question and play back the pre-programmed answer. 
Dumb questions 
This type of question includes "What kind of animal would you like to be?" or "What do you think 
flubber is made from?" Its purpose is to get past your pre-programmed answers to find out if you are 
capable of an original thought. There is not necessarily a right or wrong answer, since it is used 
primarily as a test of your ability to think on your feet. 
Math questions 
This type of question includes "What is 1000 divided by 73?" to "How many ping pong balls could fit 
in a Volkswagen?" Its purpose is to evaluate not only your mental math calculation skills, but also your 
creative ability in formulating the mathematical formula for providing an answer (or estimate, as can 
often be the case). 
Case questions 
This type of question includes problem-solving questions ranging from: "How many gas stations are 
there in the U.S.?" to "What is your estimate of the U.S. online retail market for books?" Its purpose is 
to evaluate your problem-solving abilities and how you would analyze and work through potential case 
situations. 
Behavioral questions 
This type of question includes "Can you give me a specific example of how you did that?" or "What 
were the steps you followed to accomplish that task?" Its purpose is to anticipate predictable future 
behaviors based upon past responses. 
Competency questions 
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This type of question includes "Can you give me a specific example of your leadership skills?" or 
"Explain a way in which you sought a creative solution to a problem." Its purpose is to align your past 
behaviors with specific competencies which are required for the position. 
It is interesting to note that the first four types of interview questions listed 
have a predictive validity for on the job success of just 10 percent. And 10 
percent predictive validity is the same level that is generated from a simple 
resume review. Math questions increase the predictive validity to 15 percent 
(since it tests intelligence, commonly a key competency for most positions) 
and case questions raise the predictive validity to 25 percent (and slightly higher for consulting 
positions). Behavioral and competency interviewing, on the other hand, yield a predictive validity of 55 
percent. Still far from perfect, yet much more reliable for most interviewers. Interestingly, the first four 
question types are still the favored approach by most untrained interviewers, simply due to lack of 
experience. Behavioral and competency interviewing is gaining greater acceptance by trained 
interviewers because past performance is the most reliable indicator of future results, especially when it 
is tied to the specific competencies for the position. Companies such as Accenture have modified this 
approach with specific critical behavioral interviewing to target those behaviors which provide the 
highest correlation with the required competencies for highly predictive positive results. 
The Competency Answering Technique 
Competency interviewing can often be the most difficult type of interviewing, both for the interviewer 
and the interviewee. For the interviewer, it requires understanding the competencies required for 
success in the position, which often can include a detailed analysis of the position as well as current 
employees who have succeeded in the position (and their common competencies). Yet when performed 
accurately, it can produce highly successful results. 
An example of a competency is intelligence. The specific competency for a position may require 
someone with a minimum intelligence level. Competency-based questions which can probe this 
competency could include: 
"What were your SAT (or ACT) scores?" (since the SAT and ACT provide a general guideline to IQ 
and general intelligence. 
"Describe how you learn new things." (which will give the interviewer an opportunity to drill down on 
any specifics to better understand your learning style and approach) 
"What is your IQ?" (yes, they might actually ask that question and yes, in general, they can) 
These are just a few sample questions on one specific competency (intelligence). Other competencies 
which may be measured may include creativity, analytical reasoning, strategic skills, tactical skills, risk 
taking, integrity, drive, organizational skills, teamwork, willingness to change, enthusiasm, ambition 
and life balance, just to name a few. A fully developed competency model may have as many as 30-50 
different competencies that are being evaluated. And yes, it can produce a more grueling interview 
process. 
For the interviewee, it may not be readily apparent that the interviewer is evaluating you on a 
competency-based model. And even if you are aware of a competency question, you likely will not 
know what the requirements are for the competency for the position. Just because there is a 
competency being measured for a positiondoes not mean that it must be at a high level for success. 
Successful competency interviewing focuses on those key competencies which are critical to success in 
the position. 
So how do you answer competency questions? First, by probing the key competencies. The opportunity 
you have to ask a question in a competency interview (or almost any in-depth interview, for that 
matter), it should be this one: 
"What do you consider to be the top three key competencies for this position?" 
Or, stated in another format: 
"What do you consider to be the top three critical success factors for this position?" 
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Note that with both questions, you are hitting on hot button phrases ("key competencies" and "critical 
success factors"). In fact, if you ever hear the phrase "CSF" being used in a business setting, they are 
likely not talking about a "Captivatingly Stunning Female" but rather about "Critical Success Factors." 
Or "CSF's" for short. 
Either question will drill to what the interviewer considers to be the key competencies for the position. 
It will then be your responsibility to answer how you fit each one of these competencies. There are 
three approaches you can use to answer: 
Answer the three competencies in summary format as your response to their reply. 
Answer each of the competencies in your following interview question responses. 
Post interview in your thank you letter. 
You must be ready to align these competencies with your background in order to win the position. 
Don't worry though, since almost none of your competition will be going this extra step. Just by 
making a sincere and focused effort, you will set yourself far apart from the field. 
P.S. Don't be surprised when you get a different answer to this question from each interviewer. Seldom 
is an employer so well organized and process driven that all of the interviewers are in complete synch 
on the top three competencies needed for each position. But use that diversity of opinion as an 
opportunity to emphasize those aspects of your background that are the most important for each 
individual interviewer. 
The Behavioral Answering Technique 
From your side of the desk, the behavioral interviewing approach can 
appear somewhat difficult at first. The interviewer will be consistently 
drilling down to specific examples in your past. When you have difficulty 
coming up with a specific example, a well-trained behavioral interviewer 
will not let you off the hook, but will provide you with a prompt to 
continue thinking until you can provide an example. The dreaded silence which follows can be 
uncomfortable. Very uncomfortable. Unless you are prepared in advance. 
As you consider the variety of questions which can and will be posed over the course of a series of 
interviews, keep in mind that you will not always have the right answer to every question. But if you 
are well prepared, you will have a variety of examples to draw from which will give you the 
background to formulate your answers. 
The Behavioral Answering Technique involves answering questions with specific examples, whether or 
not you have been asked to provide them. This technique works in lockstep with an interviewer who is 
following a behavioral interviewing approach, yet it works even better with those who are not. Because 
you will always be providing examples and stories which make you a real person. With real 
experiences. Real experience that can benefit a future employer. 
So as you go through the exercise of interview preparation, carefully consider all questions in an 
"example" format. Keep in mind the "Can you give me an example . . . " follow-up that is the 
cornerstone of the behavioral interviewing approach. Be prepared to use examples from your work, 
classes, and extracurricular activities. And be ready to offer up not just any example, but your very best 
example. 
The Compelling Story Technique 
Once you have grown accustomed to the Behavioral Answering Technique, you can expand your 
answers by turning your examples into compelling stories. Instead of merely providing an example that 
suits the question, weave the example into a compelling story with personality, flair and interest. 
Captivate your audience by providing the details and nuances that bring your story to life. 
Consider yourself the author of a piece of fiction. As you put your plot into words, you must give life 
and meaning to the characters and surroundings. Provide the same in telling your compelling stories. 
Build the framework and background for the story. Add the elements of interest and intrigue. Give the 
plot twists. And show how our hero (you) saved the day in the end. 
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We all have compelling stories in our past. We tell them to our friends, our 
family, our loved ones. We laugh. We cry. And our hearts yearn for more. 
Yet we sometimes lose these stories over time, or bury them in our long-
term memory bank, only to dredge them up at reunion time. 
The key to retaining these compelling stories for your interviewing is to 
write them down. Go over the questions and bring to mind the stories you can weave to provide your 
example in living color. And as another compelling story occurs to you or as you find yourself in the 
telling of another interesting tale, ask yourself if the story will provide potential substance in your 
interviewing. If so, write it down. 
After a period of time, you will have a collection of compelling stories to guide you through your 
interviews. As you become proficient in angling these stories to fit your needs, you will find yourself 
steering to these stories to illustrate your points. 
One example of a compelling story was told to me by a recent grad, who answered my question about 
her organization skills by telling me how she planned and organized the alumni dinner during 
homecoming weekend, including full details of the management of twenty different student volunteers 
and coordination with six different campus departments. The event was a resounding success, but there 
were several challenges which she needed to overcome. And each of these challenges provided a 
compelling story of its own, as she was able to show her ability to plan, organize, and develop a team 
toward eventual success. In the end, she received a personal letter of recommendation from the 
President of the university, which she presented to me as validation of her extraordinary efforts. 
Another compelling story was given to me by a current student in reference to a question about his 
lower than expected grade point average. He related to me the amount of work which he had put in to 
finance his college education, averaging thirty hours per week and occasionally putting in as much as 
fifty hours per week. He was eventually promoted to department manager, even though the employer 
knew he would be leaving after completing his degree. He recounted the story of the meeting with the 
employer in which he tried to back away from the management responsibilities, asking that one of the 
other department employees be promoted. The employer called in the four other workers in the 
department, who each personally asked that he take on the job as their manager. This student 
successfully shifted the focus from his lower than expected grades to his outstanding performance on 
the job by the use of a compelling story. 
How do you know if your story is connecting with the interviewer? By eye contact. This is where the 
interviewer will show their interest. If you are not connecting with your story, decrease the amount of 
detail and drive home your point quickly. Depending on the personality type of the interviewer, you 
may need to adjust the length of the story, yet compelling stories work with all personality types. With 
the extreme driver or analytical personality types, you will need to keep the details to a minimum, 
while quicklymaking your point. Usually two or three shorter stories are better than one long story. At 
the other extreme, for feeling personality types, you will perform better with a longer story and more 
details. How do you detect the difference in personality types? By continuously striving to stay 
personally connected with the interviewer. If this connection appears to be lost or fading during the 
telling of a compelling story, shorten the story and come to your point quickly. On the other hand, if 
you have a captive audience who is hanging on your every word, provide all the necessary details. 
The key to using compelling stories is that stories are remembered. Stories are what make you human. 
Stories are what put a face on you in the mind of the interviewer. And stories are what they will come 
back to when you are being sold to others internally. When that time comes, you have given your 
interviewer ammo for helping others to see why you should go on to the next step in the hiring process. 
Or be offered the job. 
The Hero Technique 
Has there ever been a time in your life when you saved the day? “Hero” stories almost always make 
compelling interview stories. Was there a time when you put in the above-and-beyond effort? Or 
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maybe a time when you did something that dramatically changed the course of events (for the positive, 
of course). Or perhaps even a time when you were a true hero, by saving someone’s life or an act or 
great bravery? If so, work the story into your collection of compelling stories. 
The difficulty with true hero stories can be in finding a successful bridge to the story. But with careful 
thought, you will find ample opportunities. 
A recent interviewee told of the time when he literally saved someone from drowning in a lake, while 
cutting his feet on sharp objects trying to get to the drowning victim. This story came after a question 
about reaching goals in his life. Not sure how he got there? His bridge (after telling about his career 
goal of working for our company) was to say that he was very strong at keeping focused on the goal 
and not letting side issues deter him from achieving the objective. And he then went on to tell the story 
of how he saved the drowning victim, in spite of injuring himself in the process. He only realized he 
had cut his feet after he had carried the girl out of the lake. Thus, his focus is confirmed and the story is 
now ingrained in me, probably for posterity. 
Another interviewee told of the time that she was given a surprise party by a customer of the company 
she worked for. They were all so appreciative of the hard work that she put in that they gave her a 
going away party when she went back to school. This story was given in response to a question about 
how responsive she was of the needs of others. 
Another interviewee told of the time that he hit the game-winning RBI in the final game of a softball 
tournament. He told the story in response to a question about teamwork and did it in a way to show that 
all the members of the team had contributed to the final outcome, even though he was the one that was 
carried off the field by his teammates. He used it was an example to show how he valued the bonding 
of the team and how each member was able to perform at a much higher level than would have been 
possible individually. 
And finally, another interviewee told the story of sinking the eight-foot putt for victory on the first hole 
of sudden-death playoff in a golf tournament. He was asked a question about his ability to handle 
pressure and he used the story to show that he actually thrived on pressure and performed at his peak 
while under pressure. 
Hero stories play well in the minds of interviewers. We all love to hear a good story and hero stories 
are often some of the best. Think about the times in your life when you were the hero. And begin to 
weave your hero story (or stories) into your interviewing answer repertoire. 
The Pregnant Pause Technique 
If you are succeeding in presenting a series of compelling stories during the interview, you will likely 
develop a rapport which places the communication on a more interactive level. 
However, as you are presenting information during the interview, you may need to test the waters with 
the length of your answers. This can be done easily with the Pregnant Pause. As you are telling a story 
or example, pause at the conclusion of the story. This will be the cue to the interviewer to take back 
control with another question or redirection of the original question. But if the interviewer continues 
eye contact during the pause, use this as a cue to go on and provide another example. 
Most interviews do not have established ground rules, agendas, or programs. They can and do change 
and adapt based on the interaction between the interviewer and interviewee. So how long should your 
interview answers typically be? It is always a good idea to keep your answers within a two minute 
maximum. But you will have no idea at the outset if the interviewer has two questions or twenty. By 
proper use of the pause, you give the interviewer the opportunity to stick with their overall plan and 
schedule. And, if appropriate, you can continue to give further details or an entirely new example. 
A side note to the pause is the converse reaction--an interviewer should not have to interrupt your 
answer. If you are interrupted, give control back to the interviewer. Take it as a tip that you will need to 
shorten and tighten up your following answers. 
One additional side note: never interrupt or finish a sentence for an interviewer. Even if they talk 
extraordinarily slow, be patient. Remember, they are the one who holds the ticket for admission. 
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The Successful Vagabond Technique 
There is a very simple key to successful interviewing which I learned from 
a couple who successfully traveled around the world on a sailboat. While 
not requiring a great deal of money for their journey (most of their needs 
were supplied by the wind and the sea), they did occasionally have need 
for provisions. So when they made a stopover in the port of a distant land, 
they would often seek short-term work, usually just enough to replenish 
their supplies. To compound the difficulty of this task, they were always 
foreigners in a foreign land, seeking limited-term work, and asking at or 
above the local prevailing wage. Yet they were always successful. 
Their secret? Confidence. Simple confidence. Confidence in who they 
were. Confidence in what they could do. "I can do this job and do it well." 
They did not go begging for work. They would walk into a company with 
confidence that they would be able to make an immediate contribution. 
Confidence that they would be profitable employees. And their confidence 
came through loud and clear. They found work in every port, near and far. 
Every company, whether in the U.S. or abroad, seeks confidence when considering hiring new 
employees. If you lack it, you will be refused. If you show confidence, it will cover for a multitude of 
shortcomings in other areas. Lack work experience? Confidence will overcome. Confidence is the great 
counterbalancing factor for entry level college grads. 
When I am interviewing college students for entry level opportunities at my company, one of the first 
things I look for is confidence. The confidence factor is one of the most quickly recognized skills in the 
brief on-campus interview and one of the most highly reliable predictors of future performance. 
So how do you gain this confidence? Through preparation. Knowing who you are and what you can do. 
And practicing. Over and over. Until you are not only confident in yourself, but also able to project that 
confidence to others. I must also be confident in your ability to do the work. Then, and only then, will I 
be willing to invest in you. 
HowTo Never Be Nervous Again 
If even the thought of interviewing makes you nervous, it's important to get that emotion under control. 
The interview is your opportunity to be at your best. If you allow nervousness to control your 
presentation (or lack thereof), your image may be forever shrouded in the cloud of nervousness that 
blocked the interviewer's total view of who you are. 
Why do we get nervous? Because of the unknown. We are seeking approval, but we are unsure of 
ourselves and how we will be perceived. We are afraid we won't get approval, which makes us nervous. 
And to compound the problem, our increasing nervousness makes it even more difficult to gain that 
approval, thereby compounding the basis for our fears. Uncontrolled, nervousness can destroy our 
ability to effectively interview. 
But it doesn't have to be that way. The next page has a simple technique that you can apply to 
overcome your nervousness in any interviewing situation. It is a technique that I personally use in 
overcoming my own nervousness, and it will work equally well for you. 
The Rowboat Technique 
In my public speaking, I am often confronted by crowds of hundreds and sometimes even thousands. 
Do I get nervous? You bet. Every time. Is anyone aware of my nervousness? Not unless they see me in 
the few minutes before I go on stage, before I have successfully applied the Rowboat Technique. This 
simple technique allows me to overcome my fears and successfully speak before thousands of people I 
have never met before. And it will help you in meeting with and speaking to people you have never met 
before in the interviewing situation. 
The Rowboat Technique is a simple contraction of the abdomen in combination with rhythmic 
breathing that will allow you to fully overcome your nervousness in any situation. To understand how 
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to use this technique, sit forward in a chair, arms outstretched, as if you are grabbing oars in a rowboat. 
Take a deep breath, then slowly pull back your arms and contract the abdominal muscle just below the 
rib cage. As you continue to let out air, roll the contraction of the muscle downward, just above your 
pelvic region, centering on your navel. Keep you muscles tight until all of the air has been expelled. 
Count to three (don't breathe in yet!), then inhale deeply. Repeat this simple process two or three times 
and you will find that your body is completely relaxed. 
To better understand the Rowboat Technique, stop by the gym and sit 
down at one of the rowing machines. You will gain a firsthand feel for 
the relaxation brought on by the series of muscle contractions and deep 
breathing that comes naturally during this type of workout. 
So how can this apply with interviewing? Obviously, you don't want to 
go through all the visual animations in front of the interviewer, but you 
can still effectively apply this technique. Simply take in a deep breath 
through your nose, then contract your abdominal muscles in the "top to 
bottom roll" discussed above as you slowly exhale through slightly 
parted lips. Hold it at the bottom, take in a deep breath, and you are 
ready to go. If you are still nervous, simply repeat the technique one or 
two more times. Even if you are not nervous at the time, it is always a good idea to use this technique 
as you are waiting to meet with your interviewer. During the interview, you can use it while the 
interviewer is speaking to keep any potential nervousness in check. 
What if you are overcome by nervousness while answering a question? Simply pause, take a deep 
breath, exhale and contract, then continue. Your nervousness will be noticeable to the interviewer (due 
to the pause in your answer), but the five-second drill will also show that you are seeking to control 
your nervousness. If you are able to successfully overcome, I will never hold that pause against you. I 
will admire your self-control and the positive, proactive action you took to put the interview back on a 
successful track. 
This technique is virtually unnoticeable to anyone nearby. I make it a habit to apply this technique 
several times before going on stage, whether I am feeling nervous or not. You could be seated next to 
me and be completely unaware of what I am doing. Yet I will effectively put away all my nervousness 
and prepare myself for a dynamic presentation. You can do the same in preparation for your interview. 
Why does it work? Very simply, the muscle contractions prevent the introduction of chemical 
imbalances into your system that can cause nervousness. The deep breathing helps to dissipate any 
chemicals that have already been released. It forces the body to prepare physically for the upcoming 
task. The body begins to focus on producing positive endorphins that will be needed for the anticipated 
"rowing" ahead. And this exercise will give your mind the opportunity to focus positively on the actual 
task of interviewing. 
You can use this technique in a variety of circumstances in which you need to focus your mind and 
body: overcoming anxiety, anger, fright, tension, nausea--even a simple case of stomach butterflies. 
You can overcome interviewing nervousness, and much more, just by using this simple technique. If 
you haven't already done so, give it a try right now! 
Ten Tough Interview Questions And Ten Great Answers 
Mental fear of the unknown is often what produces the physical symptoms 
of nervousness. In addition to preparing yourself physically, you also need 
to prepare yourself mentally. The best way to prepare mentally is to know 
what may be coming. Fear of the unknown can only exist when there is an 
unknown. Take the time to understand some of the "standards" when it 
comes to interviewing questions. 
The following are some of the most difficult questions you will face in the course of your job 
interviews. Some questions may seem rather simple on the surface--such as "Tell me about yourself"--
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but these questions can have a variety of answers. The more open-ended the question, the wider the 
variation in the answers. Once you have become practiced in your interviewing skills, you will find that 
you can use almost any question as a launching pad for a particular topic or compelling story. 
Others are "classic" interview questions, such as, "What is your greatest weakness?" Questions which 
most people answer inappropriately. In this case, the standard textbook answer for the "greatest 
weakness" question is to give a veiled positive--"I work too much. I just work and work and work"--
which ends up sending the wrong message. Either you are lying or, worse yet, you are telling the truth, 
in which case you define working too much as a weakness and really don't want to work much at all. 
Think about it. 
The following answers are provided to give you a new perspective on how to answer tough interview 
questions. They are not there for you to lift from the page and insert into your next interview. They are 
there for you to use as the basic structure for formulating your own answers. While the specifics of 
each reply may not apply to you, try to follow the basic structure of the answer from the perspective of 
the interviewer. Answer the questions behaviorally, with specific examples that show clear evidence 
backs up what you are saying about yourself. Always provide information that shows you want to 
become the very best _____ for the company and that you have specifically prepared yourself to 
become exactly that. They want to be sold. They are waiting to be sold. Don't disappoint them! 
Tell me about yourself. 
My background to date has been centered around preparing myself to become the very best _____ I can 
become. Let me tell you specifically how I've prepared myself . . . 
Why should I hire you? 
Because I sincerely believe that I'm the best person for the job. I realize that there are many other 
collegestudents who have the ability to do this job. I also have that ability. But I also bring an 
additional quality that makes me the very best person for the job--my attitude for excellence. Not just 
giving lip service to excellence, but putting every part of myself into achieving it. In _____ and _____ I 
have consistently reached for becoming the very best I can become by doing the following . . . 
What is your long-range objective? Where do you want to be 10 or 15 years from now? 
Although it's certainly difficult to predict things far into the future, I know what direction I want to 
develop toward. Within five years, I would like to become the very best _____ your company has. In 
fact, my personal career mission statement is to become a world-class _____ in the _____ industry. I 
will work toward becoming the expert that others rely upon. And in doing so, I feel I will be fully 
prepared to take on any greater responsibilities that might be presented in the long term. 
How has your education prepared you for your career? 
As you will note on my resume, I've taken not only the required core classes in the _____ field, I've 
also gone above and beyond. I've taken every class the college has to offer in the field and also 
completed an independent study project specifically in this area. But it's not just taking the classes to 
gain academic knowledge--I've taken each class, both inside and outside of my major, with this 
profession in mind. So when we're studying _____ in _____, I've viewed it from the perspective of 
_____. In addition, I've always tried to keep a practical view of how the information would apply to my 
job. Not just theory, but how it would actually apply. My capstone course project in my final semester 
involved developing a real-world model of _____, which is very similar to what might be used within 
your company. Let me tell you more about it . . . 
Are you a team player? 
Very much so. In fact, I've had opportunities in both athletics and academics to develop my skills as a 
team player. I was involved in _____ at the intramural level, including leading my team in assists 
during the past year--I always try to help others achieve their best. In academics, I've worked on several 
team projects, serving as both a member and team leader. I've seen the value of working together as a 
team to achieve a greater goal than any one of us could have achieved individually. As an example . . . 
Have you ever had a conflict with a boss or professor? How was it resolved? 
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Yes, I have had conflicts in the past. Never major ones, but certainly there have been situations where 
there was a disagreement that needed to be resolved. I've found that when conflict occurs, it's because 
of a failure to see both sides of the situation. Therefore, I ask the other person to give me their 
perspective and at the same time ask that they allow me to fully explain my perspective. At that point, I 
would work with the person to find out if a compromise could be reached. If not, I would submit to 
their decision because they are my superior. In the end, you have to be willing to submit yourself to the 
directives of your superior, whether you're in full agreement or not. An example of this was when . . . 
What is your greatest weakness? 
I would say my greatest weakness has been my lack of proper planning in the past. I would overcommit 
myself with too many variant tasks, then not be able to fully accomplish each as I would like. However, 
since I've come to recognize that weakness, I've taken steps to correct it. For example, I now carry a 
planning calendar in my pocket so that I can plan all of my appointments and "to do" items. Here, let 
me show you how I have this week planned out . . . 
If I were to ask your professors to describe you, what would they say? 
I believe they would say I'm a very energetic person, that I put my mind to the task at hand and see to it 
that it's accomplished. They would say that if they ever had something that needed to be done, I was the 
person who they could always depend on to see that it was accomplished. They would say that I always 
took a keen interest in the subjects I was studying and always sought ways to apply the knowledge in 
real world settings. Am I just guessing that they would say these things? No, in fact, I'm quite certain 
they would say those things because I have with me several letters of recommendation from my 
professors, and those are their very words. Let me show you . . . 
What qualities do you feel a successful manager should have? 
The key quality should be leadership--the ability to be the visionary for the people who are working 
under them. The person who can set the course and direction for subordinates. A manager should also 
be a positive role model for others to follow. The highest calling of a true leader is inspiring others to 
reach the highest of their abilities. I'd like to tell you about a person who I consider to be a true leader . 
. . 
If you had to live your life over again, what would you change? 
That's a good question. I realize that it can be very easy to continually look back and wish that things 
had been different in the past. But I also realize that things in the past cannot be changed, that only 
things in the future can be changed. That's why I continually strive to improve myself each and every 
day and that's why I'm working hard to continually increase my knowledge in the _____ field. That's 
also the reason why I want to become the very best _____ your company has ever had. To make 
positive change. And all of that is still in the future. So in answer to your question, there isn't anything 
in my past that I would change. I look only to the future to make changes in my life. 
In reviewing the above responses, please remember that these are sample answers. Please do not 
rehearse them verbatim or adopt them as your own. They are meant to stir your creative juices and get 
you thinking about how to properly answer the broader range of questions that you will face. 
 
Fifty Standard Interview Questions 
It is not enough to have solid answers only for the above questions. You need to be prepared for the full 
spectrum of questions that may be presented. For further practice, make sure you go through the 
required mock interview (see the "Competitive Interview Prep" Section) and for further review, look at 
some of the following questions: 
Tell me about yourself. 
What do you want to do with your life? 
Do you have any actual work experience? 
How would you describe your ideal job? 
Why did you choose this career? 
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When did you decide on this career? 
What goals do you have in your career? 
How do you plan to achieve these goals? 
How do you evaluate success? 
Describe a situation in which you were successful. 
What do you think it takes to be successful in this career? 
What accomplishments have given you the most satisfaction in your life? 
If you had to live your life over again, what would you change? 
Would your rather work with information or with people? 
Are you a team player? 
What motivates you? 
Why should I hire you? 
Are you a goal-oriented person? 
Tell me about some of your recent goals and what you did to achieve them. 
What are your short-term goals? 
What is your long-range objective? 
What do you see yourself doing five years from now? 
Where do you want to be ten years from now? 
Do you handle conflict well? 
Have you ever had a conflict with a boss or professor? How did you resolve it? 
What major problem have you had to deal with recently? 
Do you handle pressure well? 
What is your greatest strength? 
What is your greatest weakness? 
If I were to ask one of your professors to describe you, what would he or she say? 
Why did you choose to attend your college? 
What changes would you make at your college?How has your education prepared you for your career? 
What were your favorite classes? Why? 
Do you enjoy doing independent research? 
Who were your favorite professors? Why? 
Why is your GPA not higher? 
Do you have any plans for further education? 
How much training do you think you'll need to become a productive employee? 
What qualities do you feel a successful manager should have? 
Why do you want to work in the _____ industry? 
What do you know about our company? 
Why are you interested in our company? 
Do you have any location preferences? 
How familiar are you with the community that we're located in? 
Will you relocate? In the future? 
Are you willing to travel? How much? 
Is money important to you? 
How much money do you need to make to be happy? 
What kind of salary are you looking for? 
Don't just read these questions--practice and rehearse the answers. Don't let the company interview be 
the first time you have actually formulated an answer in spoken words. It is not enough to think about 
them in your head--practice! Sit down with a friend, a significant other, or your roommate (an 
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especially effective critic, given the amount of preparation to date) and go through all of the questions. 
Make the most of every single interview opportunity by being fully prepared! 
Top Ten Critical Success Factors 
With all the different questions being referenced, you may wonder what exactly the employer is 
looking for. And I will tell you. Following is the list of the top ten critical success factors that nearly 
every employer is seeking: 
Positive attitude toward work 
Proficiency in field of study 
Communication skills (oral and written) 
Interpersonal skills 
Confidence 
Critical thinking and problem solving skills 
Flexibility 
Self-motivation 
Leadership 
Teamwork 
Show your competence in as many of the above critical success factors as possible and you will rise 
above the competition. 
What To Do If You Are Asked An Illegal Question 
The interview is going along smoothly. You are psyched that "this may be the one." And then it 
happens. Out of nowhere. "Are you considering having children?" Or, "How long has your family been 
in this country?" Or, "Your people place a high value on that, don't they?" Or, "You've done amazingly 
well for someone in a wheelchair. How long have you had to use one?" 
On the surface the question may seem innocent enough. And most of the time, they are truly asked in 
innocence. Yet the structure and format of the question is entirely illegal. So what do you do? How do 
you respond? 
First of all, it is important to understand the difference between an illegal question and a criminally 
liable question. Even though a question or comment may have been stated in an illegal form, it does not 
necessarily mean that a crime has been committed. There is a difference between criminal liability and 
civil liability. For there to be criminal liability, it requires establishing a motive or intent. Most illegal 
questions are asked in ignorance, not with malicious intent. Yet there can still be civil recourse, even 
when there was no criminal motive or intent. 
In our politically correct society, we often cry "foul" at the slightest deviation from the accepted 
standard. But the reality is that most illegal interview questions are asked in true innocence. Or, better 
stated, in true ignorance. Ignorance of the law, ignorance of what questions are proper, ignorance of 
how the information could be used by others in a discriminatory way. 
Ironically, most illegal questions are asked when the untrained interviewer is trying to be more friendly 
and asks a seemingly innocent question about your personal life or family background. Therefore, any 
attempt by the candidate to assert their constitutional rights will merely throw up the defense shields 
and will put an end to mutual consideration. Warning lights go on, sirens sound, and the interviewer 
begins backing down from what may have been an otherwise very encouraging position. 
So what is the proper response? The answer is up to you, but my recommendation is to follow one of 
two courses of action: answer in brief and move on to a new topic area, or ignore the question 
altogether and redirect the discussion to a new topic area. The interviewer may even recognize the 
personal misstep and appreciate your willingness to put it aside and go on. 
Unless the question is blatantly discriminatory--and yes, blatant discrimination does still take place--
your best option is to move on to other things. But if it is blatant and offensive, you have every right to 
terminate the interview and walk out. 
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While laws vary from state to state, there are some definite taboo areas with regard to interview 
questions which employers should avoid. Following is a brief list of some of the questions that 
employers should not be asking: 
Questions related to birthplace, nationality, ancestry, or descent of applicant, applicant's spouse, or 
parents 
(Example: "Pasquale--is that a Spanish name?") 
Questions related to applicant's sex or marital status 
(Example: "Is that your maiden name?") 
Questions related to race or color 
(Example: "Are you considered to be part of a minority group?") 
Questions related to religion or religious days observed 
(Example: "Does your religion prevent you from working weekends or holidays?") 
Questions related to physical disabilities or handicaps 
(Example: "Do you have any use of your legs at all?") 
Questions related to health or medical history 
(Example: "Do you have any pre-existing health conditions?") 
Questions related to pregnancy, birth control, and child care 
(Example: "Are you planning on having children?") 
It should be noted that just because an illegal question has been asked does not necessarily mean a 
crime has been committed. It is up to a court of law to determine whether the information was used in a 
discriminatory manner. 
Don't Commit One Of The Worst Interview Sins 
One of the worst "sins" an interviewee can commit is to speak in 
generalities rather than specifics. It is not enough to say, "I'm a very 
goal-oriented person." You have to back it up with specifics. For 
example: "I'm a very goal oriented person. In fact, I regularly update a 
list of personal and business goals with specific time frames. Since I 
started keeping this goal list three years ago, I've successfully reached or 
surpassed over 95% of these goals. I'm confident that the other 5% are 
also within reach in the coming year." 
If you are prone to using generalities, a sharp interviewer will usually 
follow with the behavioral question "Can you give me a specific example?" So beware! In fact, a 
favorite dual interview question of mine is: "Do you consider yourself to be goal-oriented?" (which to 
date has been answered 100% of the time with "Yes"), followed by: "Can you give me a specific 
example?" It's amazing how many people could not answer the second question or (worse yet) 
attempted to snow their way past it. The best answers came from those who didn't even need the 
prompting of my second question, but gave specifics in response to my initial question. That is what a 
good interviewer will be looking for. 
An important aspect of being specific is to use the quantitative approach. Don't just say, "I increased 
productivity." Instead use, "I increased staff meeting productivity 25% in one year within our 
department by implementing a video teleconferencing system for 
participants at our other location on campus, thereby reducing unnecessary 
travel time. And as a by-product of this focus on the needs of our 
employees, meeting attendance is up over 10%. In fact, the 
teleconferencing system was showcased in the August newsletter. Let me 
show you a copy." 
The Parroting Technique 
If a question isunclear to you, it is entirely appropriate to ask a clarifying 
question or paraphrase the question to make sure you understand. "Parrot back" the question in your 
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own words to make sure you have the correct meaning. Don't assume or make a "best guess" of what 
the interviewer is looking for. They are the only ones who truly know what they want, so a well-placed 
"Just so that I understand, what you are asking is . . . " question will serve you far better than treading 
down an unknown path. 
The Parroting Technique will also serve you well as a temporary stall when you do not have a ready 
answer. 
The Safety Valve Technique 
What do you do when you have been asked a question that you know you have a good answer to, but 
cannot think of it immediately? Don't get caught using the typical "I know the answer to that and I will 
give it to you as soon as I can remember what it is" line that is most often blurted out (either 
figuratively or, I'm sorry to say, literally by some). Instead, use the Safety Valve Technique. Basically, 
this technique allows some of the "steam to escape" while you formulate your answer. If handled well, 
it will appear almost seamless to even the most experienced interviewer. 
Here is how it works. The interviewer has just asked you a question for which you know you have a 
good answer, but you just cannot think of it at that moment. First of all, repeat back the question with 
the Parroting Technique. This will buy you a few precious seconds before going on to the next level. If 
you still cannot put together the answer, you have two "safety valves" left. First, comment on the 
importance of the question and its context--"I understand the importance of this in regard to . . . " If you 
still haven't formulated your answer, turn the question back to the interviewer for comment--"Can you 
tell me how _____ (subject area) specifically plays a role within your company?" 
This technique takes some practice to avoid the "snow job" look, but if you practice it enough (try 
attending some MENSA meetings to watch the professionals perform), you will find yourself quite 
ready and able to squeeze precious seconds out of even the most seasoned interviewers. 
The Reframing Technique 
The word "control" is often used with regard to interviewing. Often it is 
used incorrectly, by giving the interviewee the impression they should 
attempt to take full "control" over the questioning in the actual interview. 
This is, quite simply, a terrible mistake. If you attempt to take one-sided 
control of the interviewer and the interview, you may win the initial battle, 
but will certainly lose the war. I will let you take control, but I will press 
the "reject" button as soon as you leave my office. 
The right use of "control" in the interview is your ability to control both 
the context and perspective of your answers. You can do this effectively by utilizing the Reframing 
Technique. To do this, you should always attempt to answer the questions as straightforwardly as 
possible initially, but then reframe the original question to illustrate an area of your background that 
can further enhance your overall image. This requires a thorough understanding of your strong points 
so you have a planned direction and course. By properly using the Reframing Technique, you will find 
yourself covering the same core topics (which reflect your greatest strengths) in nearly every interview, 
regardless of the questions used as the launching point. 
For example, if you are asked who your favorite professor is, you might give a short answer about a 
particular professor, then reframe the question by telling why that professor is your favorite. "She has 
the ability to tie in all of the classroom theory with practical business applications; in fact, it was her 
inspiration that encouraged me to participate in a two-week internship over Winter Break, where I 
combined my classroom knowledge with practical experience in the field of _____." 
Reframing can take many forms, but at its best there is always a solid connection between the original 
question and the reframed emphasis. If the reformatting of the original question goes into a totally 
unrelated topic area, it will be counted against you. The key is to stay within the same general frame 
and use the question as a launch pad in a new, yet related direction (the reframed question). When done 
smoothly, the interviewer will not even be aware of the slight shift in focus. And you will have the 
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opportunity to put forth your strongest points. Know your strong points and all the bridges you can use 
to reach them so that you can use reframing to your advantage in the interview. 
The Experience Of A Lifetime Technique 
One of the most difficult questions at the entry level can be the "experience" question. If you have 
applicable work experience in your chosen occupation, great! Make the most of it and capitalize on this 
area to differentiate yourself from your competition. 
But what if you don't? What if your experience consists primarily of flipping burgers at McDonald's? 
Don't answer apologetically, as most do, that you really don't have any real experience to speak of. 
Instead, use the Experience Of A Lifetime Technique to solidify your background and confirm your 
ability to do the job: 
"Thank you for asking me about my experience. I understand the need to review my past experience to 
determine whether or not I'm able to accomplish the tasks necessary for this job. I have, in fact, had a 
lifetime of experience that is directly related to this job. For example, I've learned . . . " 
Then go on to relate life experiences and what those have taught you or how they have prepared you 
for this job. These responses can include the generic, which would apply to any position ("I've learned 
the ethics of hard work and seeing a job through to completion, whatever the cost, during my summers 
working for my uncle on his farm. One summer, my uncle broke his leg, and the entire family counted 
on me to . . . ") to the specific ("I've learned through my classes how to utilize object-oriented 
development tools to efficiently develop modular systems that can be used across a series of platforms. 
In fact, in the capstone project in my final year . . . "). 
Then close by detailing your personal attributes: "I've learned that for a company to succeed, it needs 
people who are ready and willing to put forth their very best effort. People who aren't afraid to work 
hard. People who are dependable. That is the experience that I bring to you and your company." 
Modify the above to suit your own needs, but please don't regress to the "I really don't have any 
experience" line. The interview is as good as over the minute you say it. 
The Articulation Factor 
The ability to articulate your background is a combination of good 
preparation (which you have full control over) and vocabulary/enunciation 
(which you have little control over). Your "smartness," "sharpness," 
"quickness," "aggressiveness," and "brightness" are all attributes that are 
evaluated based upon your articulation. If you have "lazy lips" you may 
want to practice enunciating and forming your words more clearly. And 
whatever you do, don't continually reach for elusive words to perfectly 
portray your thoughts and feelings. Any practiced interviewer prefers an 
individual who is comfortable within their vocabulary level than one who 
is always searching at the level above. 
In practicing your articulation, take careful note of the "quickie" words which we tend to develop in our 
everyday speech pattern. Words like "gonna" and "yeah" and "y'know" and "kinda" are all killers. They 
can make you sound uneducated and coarse. And they have a habit of repeating. We have all probably 
had a parent (or sibling) point out the use of "y'know" in our speaking. In addition, youmay have 
particular words or phrases which you use for emphasis which can become particularly pronounced in 
the interview. These would include "to tell you the truth" and "truthfully" and "basically" and "OK, 
well" and "Like, . . ." As a side note, I once counted the number of times a candidate said, "to tell you 
the truth" after it became particularly repetitive. She said it over fifteen times. And I began to question 
her truthfulness. 
Make sure you are fully prepared for the interview, on your own background (nothing will kill an 
interview quicker than someone who cannot recall personal events) and background on our company. 
Proper research will help you formulate your answers in a clear and succinct manner. 
The Dirty Dog Theory 
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We all love the dog, except when he needs a bath. Same with interviewing. I have conducted countless 
interviews where things seemed to be going just fine, when suddenly the interviewee began a series of 
complaints about others. And suddenly the spotless interviewee has become hopelessly stained. 
Is there anything worse than a complainer? Nope, nothing worse. We all know one, and we all want to 
distance ourselves from that person. Company or otherwise. So remember that the interview is not your 
forum for griping. If you gripe about your current or past employers or professors or make note of any 
shortcomings in your life of missed expectations (even though they may be few!), you have just 
relegated yourself to the position of "complainer." And complainers are all too common already within 
most companies. Why would any company hire new complainers? They won't. Be positive about 
everything. Case closed. 
The Abraham Lincoln Technique 
It goes without saying that talking down the competition is a no-no. But talking about the competition 
can be quite different--if handled appropriately. 
When Abraham Lincoln was arguing a case in court, he would usually argue both sides of the case to 
the jury. He would first take the opponent's side of the issue and then his client's side. But note: he was 
always very precise in bringing out more favorable facts for his client than for his opponent. Both sides 
were covered on a positive note, although his client's side was always more favorable. 
At IBM, we followed this same principle. We were not allowed to talk down 
our competition. We could acknowledge them and their products, yet we 
never put them down. We were required to sell IBM on the strength of IBM, 
not on the weakness of others. Our customers appreciated our willingness to 
accept the competition and seek to rise above on our own merits rather than 
try to push the competition down to a lower level. So if you are confronted 
with a comparison to your competition, be prepared to fully acknowledge 
the strength of your competition, then follow with what you feel are your own greater assets. 
An example in applying this technique is how to handle the potential negative when the interviewer 
asks why you are lacking in a particular area (be it grades, work experience, extracurriculars, etc.). You 
need to first speak well of the others. Then you need to establish your own case, which can also include 
using the Reframing Technique. An example would be in response to a question about a low GPA: 
"I'm sure that there are many who have put more time and energy into their GPA than I did--and I 
congratulate them on their efforts. Grades are important, but my overall focus has been to develop 
myself as the very best accountant I can become. For me, this has involved not only time in the 
classroom, but also time in applying these skills in real world situations. Because of that focus, I have 
spent 15 to 20 hours per week working as a bookkeeper during my final two years. While I was not 
able to devote myself full-time to pure academics, I feel the combination of academic and work 
experience has more fully prepared me for the accounting field than full-time academics alone." 
Honest Abe would be proud of you. 
The Pride Of Ownership Technique 
Not sure how you are doing in the interview? Want to greatly increase your odds? You can do both 
with the Pride of Ownership Technique. To use this simple technique during the course of the 
interview, simply start giving your replies and asking your questions in terms of ownership--as if you 
are already part of the company. One way is to formulate the last part of your response to a 
"Teamwork" question with, "What kind of departmental structure will I be working in with your 
company?" Note the important difference. You are not asking, "What kind of departmental structure 
does your company have?" This is detached. You need to attach yourself--take pride of ownership--in 
the company. 
Why? Two reasons. First and foremost, it will establish the link between you and the company. This is 
critical in helping the interviewer visualize you actually working for the company--the offer will never 
come if they cannot get past this step. Second, it provides you with instant feedback as to how you are 
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doing within the interview. If the interviewer balks at your question or reshapes it by unlinking--
especially by adding the "if" word in restating your question--you have a pretty good indication that 
you have not fully sold them on you. But if they accept your language and begin talking about you as if 
you are a part of the company, you are probably in a good position to close the sale. 
The Competitive Posture Technique 
It's important to maintain a competitive posture in the interview. The 
employer should be aware that they are not your only suitor. There is a 
delicate balance between letting the employer know that you really want to 
work for them and that if they don't make an offer, you will go with another 
company. The best way I can illustrate it is with the dating game. Sure, you 
love him/her and only him/her, but if things don't work out, there are plenty 
of other hims/hers banging on your door asking for a date. Right? Well, 
maybe it doesn't equate directly to your personal life, but you get the drift. 
This posturing is very simple to incorporate into your interview language. 
Frame it in the form of a simple 1-2-3 engage/disengage/re-engage 
statement. Example: 
After what I've heard from everyone here at the company, I'm more convinced than ever that I would 
be an excellent contributor to your team. Just say the word and I'm ready to come to work for you. 
Of course, I do still have several other interviews currently pending. 
But at this point in time, yours is the company I would most like to work for. 
If you feel comfortable with closing the sale, you can add the "Are you ready to make an offer?" 
question to the last statement above. The point is that you have put a limited time offer on your 
enthusiasm--if they want you, all of you, they better move quickly and decisively. 
The One Question To Ask Every Interviewer 
The opportunity for you to ask a question often comes only at the end of the interview. In fact, you are 
typically offered the chance when the interview is over: "Are there any questions that I can answer for 
you?" However, there is a question you should ask of every interviewer as early as possible during the 
course of the interview: "Can you tell me about the position and the type of person you are seeking?" 
Properly positioned, this question can provide you with your single greatest opportunity for 
understanding more about the job and your ability to fill the role. The answer can show you the specific 
areas of need which you should address during the course of the interview. So it is important to inject 
this question into the interview as early as possible. You can do this with an out-take question. As you 
finish an answer, use it as a lead to your question. Be careful not to use this technique as an attempt to 
controlthe interview. You merely need to use this technique to inject this critical question. 
For example, in answering a "What do you know about our company?" question, you can answer 
directly with what you know about the company (you have done your research, right?), then state that 
you do not know as much about the specific position. Turn your answer into the out-take question: 
"Can you tell me more about the position and the type of person you are seeking?" 
Find the strategic opportunity to inject this question as early as possible in the process. Then, as 
appropriate, frame your answers around what they are seeking in the person to fill the position. Stay 
within practical and ethical bounds in directing your answers, yet keep in mind the perspective of the 
interviewer and seek to meet their needs for the position. You will be further ahead in the interview 
than if you merely take shots in the dark, hoping for your answers to magically hit the mark. 
Questions to Ask the Interviewer 
Following are additional questions you may want to consider asking at an appropriate point in the 
interview: 
"Why did you personally decide to work for this company?" 
"What are the three most important attributes for success in this position?" 
"What are the opportunities for growth and advancement for this position?" 
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"How is your company responding to competition in the _____ area?" 
"What is the anticipated company growth rate over the next three years" 
Limit yourself to no more than one or two questions during an on-campus interview and no more than 
two or three questions during each company-site interview. Even if you are not able to get answers to 
all of your open questions before the offer is made, you will have one final opportunity at that point. 
The Money Response Technique 
If the "money question" is asked early in the interview (as it often is), the 
best response is: "What would a person with my background and 
qualifications typically earn in this position with your company?" The best 
response if asked late in the interview process is: "I am ready to consider 
your very best offer." This is one time you don't want to be specific. If you 
give specifics, you lose--you will either be too low or too high, costing 
yourself thousands of dollars or possibly even keeping yourself from getting 
the job. 
That said, if you are pressed by the interviewer for specific numbers, don't put them off with more than 
one "end run" response. First, make sure you have done your homework on the expected salary range 
for your field. The salary surveys usually are skewed toward the high end (possibly because only the 
best paid graduates responded, while those with average or low pay did not want to admit what they 
were earning), so take them with a large dose of conservative adjustment. The best surveys are from 
those who graduated within the last year in your major from your school. You can possibly locate such 
information through your Career Center, Alumni Office, or your personal network of contacts. A 
business grad from Stanford is going to be earning a lot more than a business grad from Podunk U. 
Know the "going rate" for your major, your school, and the field that you are considering entering. And 
make sure you know it before you get propositioned with the money question. 
Armed with this information, ask the interviewer: "What is the general salary range for new hires in 
this position?" If the entire range is acceptable, respond with: "That would be within my expected 
starting range, depending on the entire salary and benefits package." If only the top end of the range is 
acceptable, respond with: "The upper end of the range is what I have been discussing with the other 
companies that are currently interested." If the range is below your expected starting salary range (be 
careful!), respond with: "The other companies I am currently speaking with are considering me at a 
salary somewhat higher than that range. Of course, money is only one element and I will be evaluating 
the overall package." Do your best not to get pinned to specific numbers, but if they do mention a 
number and ask if it would be acceptable to you, respond by saying: "I would encourage you to make 
the formal offer. What is most important is the opportunity to work for you and your company. I am 
confident that your offer will be competitive." Remember, don't do any negotiating until you have a 
formal offer in hand. When that finally happens, go straight to the "Successful Job Offer Negotiation" 
Section for guidance on shaping it into the best offer. 
The Lockdown Technique 
If you are truly interested in the job, one thing you should do at the end of the interview is recap: (1) 
why you feel you are the best candidate for the job (give two or three of 
your strongest attributes and/or qualifications), and (2) restate your interest 
in the position by asking for the job. Don't expect the employer to make 
the first move. Let them know of your interest and desire to work for 
them. 
It is interesting to note that fewer than 1% of all college students actually ask for the job. It's almost as 
if they assume it to be a given. But it's not. So those who take this extra step will put themselves far 
beyond the rest of the competition. If I know that you want the job--that you really want the job--it 
makes my job as the interviewer that much easier and will greatly increase the odds of an offer either 
on the spot (it does happen) or in the very near future. 
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Remember that you cannot close the entire sale except with the person who can actually make the 
entire purchase. So if you are interviewing with Human Resources, close by asking to move forward to 
the next step in the process, which will likely require meeting with the hiring manager. When you 
interview with the hiring manager, you are ready to close on generating an offer. 
Candidate Interview Questions 
Does an interview consist only of the interviewer asking questions? No! You will have an opportunity 
to ask questions. Make sure they are good ones. 
Following is a list of the Top Five Questions to ask in each type of interview: 
Human Resources (HR): 
Can you tell me more about the position and the type of person you are seeking? 
Tell me about an employee in your organization who is considered to be an outstanding employee. 
What makes that person special? 
What would you consider to be exceptional performance from someone performing in this position in 
the first 90 days? 
How does my background compare with others you have interviewed? 
I feel my background and experience are a good fit for this position and I am very interested. What is 
the next step? 
Peer Interview: 
Why did you decide to join this company? 
What were your intial expectations? Were they met? 
How have your expectations changed over time? 
What do you consider your company's strengths and weaknesses? 
What can you tell me about working for your manager? 
Hiring Manager Interview: 
Can you tell me more about the position and the type of person you are seeking? 
What are the measurements for success within your organization? 
How are you measured as a manager? 
What can I do to make you successful? 
What will be the measurements of my success in this position? 
I feel my background and experience are a good fit for this position and I am very interested. I am 
ready to consider your best offer! 
OK, that last one isn't a question. But if you haven't said it yet, you better say it at the end of the 
interview! 
Phone Interviewing Success 
"All of the darkness of the world cannot put out the light of one small candle." Anonymous - 
Many people do not think of phone interviewing as interviewing. "It wasn't an interview, it was just a 
phone call." It was still an interview. And it could affect your potential careerwith an employer. So 
treat it with all the respect due a full interview. Three Types of Telephone Interviews 
Telephone Interview Preparation 
The Phone Personality Matching Technique 
The Open and Available Technique 
The Stand and Deliver Technique 
The Vanity Technique 
Three Types of Telephone Interviews 
There are three basic types of telephone interviews: 
You initiate a call to the Hiring Manager and he or she is interested in your background. The call from 
that point forward is an interview. 
A company calls you based upon a previous contact. You will likely be unprepared for the call, but it is 
still an interview. 
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You have a pre-set time with a company representative to speak further on the phone. Also an 
interview. 
Telephone Interview Preparation 
In preparing for your phone interview, there are several things you can do. To prepare for an 
unexpected contact: 
Tape your resume to a wall in view of the phone. It will be there for the call and will be a constant 
reminder for your job search. 
Keep all of your employer research materials within easy reach of the phone. 
Have a notepad handy to take notes. 
Keep a mirror nearby (you will see why in the next few pages). 
If the phone interview will occur at a set time, there are additional steps you can take: 
Place a "Do Not Disturb" note on your door. 
Turn off your stereo, TV, and any other potential distraction. 
Warm up your voice while waiting for the call. Sing an uplifting song to yourself. 
Have a glass of water handy, since you will not have a chance to take a break during the call. 
Speaking of breaks, if your phone interview is at a set time, make sure you answer nature's call first. 
Turn off call waiting on your phone. 
The Phone Personality Matching Technique 
A variation on the previously discussed Personality Matching Technique (in the "Mastering the 
Interview" section) is to apply the same basic principles within your phone interview. Although you 
obviously cannot match the interviewer's physical characteristics, try to match the interviewer's 
speaking rate and pitch. Remember to stay within your personality range, but venture toward that 
portion of your range which most closely matches that of your interviewer. This is an excellent way to 
establish rapport quickly over distance and phone lines. 
The Open and Available Technique 
You have a major advantage in a phone interview which does not exist in a face-to-face interview. 
Namely, that you cannot be seen. Use this to your advantage. 
Have all of your materials on yourself and the employer open and available on your desk as you are 
speaking on the phone. This includes not only your resume, but also a "cheat sheet" of compelling story 
subjects which you would like to introduce. It can also include a "cheat sheet" about the employer, 
including specific critical points describing the employer and their products. 
As I am speaking with you on the other end of the phone, I have no idea that you are actually being 
prompted from a document as you are speaking. All I can hear is a well-informed, well-prepared 
interviewee. Keep in mind that this preparation is not "cheating" at all. It is preparation, pure and 
simple. 
So have your materials open and available when you are preparing for a phone interview. They are 
there to support you and enhance your value to the employer, who will greatly respect your ability to 
answer questions with focus and meaningful content. 
The Stand and Deliver Technique 
Here is a simple technique to increase the enthusiasm and positive image that 
you project over the telephone: stand up. Whenever you are talking with a 
potential employer on the phone, stand up. It gets your blood flowing, 
improves your posture, and improves your response time. 
It's interesting to note that many telemarketing companies have come to 
realize that standing can actually improve their sales, so they often provide the 
telemarketers with hands-free headsets that allow them to stand and pace back 
and forth. It helps give an action perspective to an otherwise passive activity. 
So apply this same technique to improve your telephone presence. 
The Vanity Technique 
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When I was in college I had a roommate who enjoyed flexing his muscles in the mirror. He could do it 
for hours at a time. A little vain? A lot. Well, I am going to ask you to do the same thing (except leave 
out the flexing muscles part). In prep for a telephone interview (or any telephone contact), make sure 
that you have a mirror within view. Why? Because I want you to look into that mirror consistently 
throughout the phone call. And smile. You will improve your telephone presence 110 percent just by 
using this simple technique. You will find yourself coming across much friendlier, more interested, and 
more alert. If you are at all self-conscious about seeing yourself in the mirror, you can use the mirror as 
an occasional checkpoint. But for most of us, seeing oneself reflected back gives us the kind of 
feedback necessary to make instant modification toward a more positive presence. 
Remember, you are standing, so a wall mirror usually works best. You can pick up a small wall mirror 
for a limited amount of cash. It's worth it. 
Try it the next time you are on the phone. But don't do it with your roommate around. 
Company-site Interviewing Success 
"Experience is not what happens to a man. It is what a man does with what happens to him." 
Aldous Huxley - 
The company-site interview is often the final step in the interview process before an eventual job offer. 
However, you first need to survive the close scrutiny that comes along with it. Instead of just meeting 
with one person, you may be meeting with three or four. Instead of a simple half-hour interview, you 
may be subjected to a half- or full-day of interviews. And tests. But all with the promised reward 
dangling within your reach. 
The company-site interview is also your final opportunity to evaluate the company. You will be given 
the opportunity to see the inside of the company and meet with some of the key people. Possibly some 
of the people you will be working with. And you will gain a better understanding of the true work 
environment. 
The Sponsor Preparation Technique 
Final Arrangements 
The Voice Warmup Technique 
The Lobby Waiting Technique 
The Company-site Interview Process 
Exams and Testing 
Meal Interview Do's and Don'ts 
Ten Things to Never Order at a Meal Interview 
Smoking or Non? 
The French Onion Soup Technique 
Friends in High Places 
Success Signals 
The Sponsor Preparation Technique 
Your sponsor has a vested interest in your doing well at the company-site interview. This person, who 
may have initially been a screener, is now an includer. You will be the personal representation of what 
they view as a potential new employee. In a way, their professional reputation is on the line whenever a 
new person is brought back to the company-site. No one wants to hear the dreaded, "Why did you 
invite that person back?" 
So take advantage of this turn of the tables. The person who was against you is now for you. Be 
prepared to ask some questions: 
"Who will I be meeting with?" 
"What is this person's background?" 
"What will they be looking for in the interview?" 
"Will there be any other activities scheduled during the day?" 
"What can I do to prepare myself further for your company?" 
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"Can you send me additional material about your company?" 
You have a free opportunity not only to ask the questions, but to ask for recommendations. You will 
get a true insider view of what it takes to be successful at your company-site interview. Your sponsor is 
now your advocate. Build your personal connection to your mutual benefit. 
Final Arrangements 
Your sponsor will be taking care ofsetting your schedule and providing 
you with advance materials. If you have not already filled out an 
employment application, ask if one will be required. If so, ask to have it 
sent out in advance, so you can fill it out neatly and completely. Note 
that "See Resume" is not an appropriate answer on an employment 
application. Make sure you print your neatest, since you will be judged 
by your penmanship (and you thought your second grade teacher was 
crazy for giving you such a hard time about your sloppy writing skills). 
Your sponsor will also have the responsibility of coordinating your 
travel arrangements to and from the company-site, although the actual details might be delegated to an 
office assistant. And yes, you probably will have to skip some classes to interview. It's allowed. 
There are four categories of travel expenses which can be incurred in your visit to the company-site: 
travel (air, train, or auto), local transportation, lodging, and food. 
In most cases, your arrangements will be made for you by the employer. The general rule is that the 
higher the expense and further the distance, the more likely the employer will be to make the 
arrangements for you. However, if you are just across town, it may be presumed that you will find your 
own way without any expectation of compensation for the minimal expense incurred. 
If you are flying to the interview, the flight expense is usually booked directly through the employer. 
Your tickets will usually be delivered to you via overnight courier, unless the time frame is tight, in 
which case they will be held for you at the check-in desk. If you are traveling by train, you may be 
expected to purchase the tickets and fill out an expense report for reimbursement. If traveling by 
personal auto, you will usually be given a set amount per mile, so be sure to reset your trip odometer 
before starting on your journey. When you fill out the expense report, you simply double your one-way 
mileage. 
If you will be taking a plane or train, know what your local transportation arrangements will be. The 
most convenient is to use a cab and save receipts, but if the company is not located in a large 
population center, they may have a rental car for you or may even have a company car pick you up at 
the airport or station. If you are taking a cab, always ask for receipts. With a rental car, make sure you 
have the collision damage waiver. If the company is expecting you to pay for the car, you will need a 
credit card. Keep receipts for your gas and parking for later reimbursement. If the company is sending 
someone to pick you up, know the designated connection point and signals. Usually the pickup person 
will be standing with a company sign with your name on it. 
Overnight lodging may be required, especially if you are traveling from a distant location. Again, this 
is usually taken care of by the employer. Most employers have arrangements with local hotels for out-
of-town visitors. You may be required to use a credit card if you want to use any of the extra services in 
the hotel. It is not advisable to indulge in either the locked liquor refrigerator or the pay-per-view 
movies. Go to bed early and wake with enough time to fully prepare. Traveler's note: if you are flying, 
bring your interview clothes in a hanging bag and hang it in the storage area just inside the plane door. 
Never check it with your luggage, or fold it over, or store it in the overhead bin. 
Food is always a covered expense when you are with the company representatives. However, most 
other meals, including breakfast and dinner, are usually on your own. Many hotels offer a continental 
breakfast included with the room. Always make sure you have eaten before your interview. You will 
need the extra energy for what can sometimes be a grueling schedule. 
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Know where and when you will be meeting with the employer. Get accurate directions and a map if 
you need assistance. If you are arriving the night before, an excellent psych-up activity is to drive by 
the company location and visualize your interview the following day. Always plan for the unexpected, 
especially when it comes to traffic. Plan to arrive early. Keep in mind that it may take ten minutes to 
get from the parking lot to the front door and another five to ten minutes to get to the department 
location, so allow plenty of extra time. No one will fault you for being up to ten minutes early, but do 
not be earlier than that. Your target is five minutes early. If you have extra time, spend it reviewing 
company materials, your resume, and any additional information. Take a restroom break before you 
leave for the company, since many companies do not have restrooms available until you reach the inner 
sanctum. If there are restrooms available, stop by for one final visual and mental check. Look yourself 
straight in the mirror and say, "I am the very best person for this job. My job today is to convince the 
company of that fact." 
The Voice Warmup Technique 
Have you ever been awakened by the phone in the middle of the night? "He-l-l-o?" And you wonder 
where that frog-like voice comes from? Your vocal cords are simply not warmed up yet. 
The same thing can happen at the company-site interview. You have little opportunity to actually speak 
until you arrive at the company-site. And then you are expected to talk nearly non-stop for the 
remainder of the day. 
Take the time to warm up your voice on the way to the interview. If you are driving, turn on a radio 
station you enjoy and sing along. Top of your lungs is just fine. If you are taking a cab, either spend 
time talking with the cabbie (they have some of the most interesting stories you will ever hear) or ask 
to have the radio turned on. Again, sing along--although a little more quietly than if you were in your 
own car. 
In any case, use and stretch your vocal cords before beginning your day of interviewing. You will 
benefit with a clear and resonant voice. 
The Lobby Waiting Technique 
As you arrive at the company, take note of the surroundings. If this is the corporate headquarters, take 
note of the grounds and buildings. These are often major sources of pride for image-conscious 
companies. 
When you arrive in the lobby, you should step up to the receptionist, state your name (present one of 
your networking business cards if you have them), who you are there to see, and the time of the 
appointment. Note that you should say you have an "appointment," or "meeting" scheduled, not an 
interview. 
The receptionist will phone your contact and will inform you of your 
status. "Jane will be with you in just a few minutes. Feel free to have a 
seat." Do not sit down. Instead, walk around the lobby, looking first at the 
walls for plaques and awards. Read them all. And if there is a product 
display, study it closely. Next, look for employee newsletters or other 
internal documents which may be displayed by the waiting room table. 
Finally, take note of the industry trade magazines which are being 
displayed. 
This information will give you a very practical feel for the corporate 
culture, as well as an excellent starting point for rapport-building small 
talk throughout the day. 
The Company-Site Interview Process 
Usually you will initially meet with your sponsor. Depending on the 
company, you may have a published agenda for the day. This may simply include names and times of 
scheduled interviews, or may include additional information, such as titles and departments for each 
person, and the purpose of each interview. 
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The interviews can range from peer level to potential managers to executives. Many companies will 
have you meet with several different managers, any one of whom could be your potential manager. At 
the peer level, you may be given the opportunity to meet with one or two recent graduates whohave 
just begun work with the company in the past year or two. The purpose of this interview is to give you 
a feel for what the company and the position are really about. But do not let down your guard in this 
interview or get too chummy. Even peer interviews have input into the final decision. Interviews with 
potential managers two or three levels above your entry position are sometimes designed to give the 
executive the final rubber stamp, but often are included as the final sell for a prize candidate. 
You may also be asked during the course of the day to take an exam or test. These tests are used to 
bring a level of objective standardization into the hiring process. 
Exams and Testing 
Be prepared for the possibility of taking an exam or test. Asking your sponsor if there will be any other 
activities scheduled when making the final arrangements is designed to alert you to the possibility, yet 
it may still come up unannounced. Being asked to take a test is a good sign, because employers 
typically do not waste the time and money on testing someone they are not interested in. 
Following are the five basic types of tests you may encounter: 
Intelligence/Mental Ability Tests 
These tests are designed to test your critical thinking skills, including problem solving, mathematical 
aptitude, and memory. They are usually structured in a format similar to the SAT/ACT. 
Work Simulation Tests 
These tests are designed to provide you with example work scenarios or problems which you must 
work through to a satisfactory result. For example, a test for a Programmer position may ask the person 
to develop the program logic for a bank statement program. 
Specific Skills Tests 
For many highly specialized professions, they will test your skills in specific areas. Many of these tests 
are tied into certification, such as the CPA or CNE. A subset of these certification tests is the specific 
skills test. These tests are designed to ask questions at a detail level. They are very specific and very 
accurate. You will be more likely to encounter these tests in technical professions, such as engineering 
or computers. 
Personality Tests 
I did say objective, didn't I? Well, these tests are often the best indicator a 
company has of someone's personality. If you are familiar with the Myers-
Briggs Type Indicator (MBTI), you will understand the type of comparison 
questions: "Would you rather fly a kite or read a poem?" or "Would you 
rather read a book or fly an airplane?" 
Honesty Tests 
These tests are usually reserved for jobs in high security areas or where 
there will be access to trade secrets, merchandise, or cash. Many of the questions are repetitive 
comparisons ("Do you like chess better than poetry?" and "Do you like poetry better than chess?"), 
although some will ask for absolutes ("Have you ever told a lie?"). You know the answer. And the test 
knows if you are telling the truth. 
While these tests are all an attempt at standardization and greater objectivity, they are all lacking to a 
certain degree. They still have a subjective element. Be prepared, both mentally and physically, for 
these tests. I am aware of at least one company that does not begin salary negotiation until after the 
person has completed the series of tests. The theory is that they are so beaten down that they will accept 
almost anything that is offered. 
Following are certain points to keep in mind with quantitative (math, numbers, reasoning, objective) 
and qualitative (opinion, viewpoint, comparison, subjective) tests: 
Quantitative Tests 
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Get yourself mentally psyched. Clear your mind of all else and focus on the test. 
Take time to fully understand the instructions before you begin. 
If it is a timed test, forget about the time. Simply stay concentrated on the test. 
If you have no idea, it is usually best to skip the question. 
If you are unsure of your answer, it is usually best to answer the question. 
If you can skip questions, skip the more difficult ones and come back to them if you have time. 
Qualitative Tests 
Prepare yourself mentally for taking the test. Get into a positive frame of mind. 
Take time to fully understand the instructions before you begin. 
Do not try to fool the test. Always give your best answer. 
Answer as the professional you, not the personal you. 
Answer from the employer's point of view. 
Incorporate qualities that have made you successful into your answers. 
Resist any impulse to lie about who you are. 
With any test, keep in mind that the purpose is to further qualify you for the position. Put forth your 
very best effort and do not show discouragement when you finish the test. If asked about the test, make 
a comment about it being "challenging" (for quantitative) or "interesting" (for qualitative). 
Meal Interview Do's and Don'ts 
You may find yourself on a breakfast, lunch, or dinner interview (or an "eating meeting") during your 
company-site visit. This is usually a good sign that you are under strong consideration. Following are 
some of the basic do's and don'ts: 
Do: 
Wait for your host to gesture the seating arrangement 
Place your napkin in your lap as soon as you are seated 
Remember everything your Mom taught you about table manners--then 
put them to good use 
Order light; you are there to interview--eating is only the sideline 
Know what you are ordering; avoid exotic items 
Chew and swallow before you speak; no airborne food particles, please 
Be polite to waiters and waitresses, but not chatty 
Keep your elbows off the table (your mother was right!) 
Thank your host for the meal 
Don't: 
Bring your briefcase; your portfolio is plenty 
Open your menu until your host has 
Become lax in your presentation style; it is still an interview 
Drink alcohol, even if your host offers 
Be indecisive in ordering--make a decision and stick with it 
Begin eating until everyone is served. 
Attempt to pay the bill or split the cost; it will be covered by your host 
Smoke, even if your host does 
Criticize the meal or the restaurant 
Order a doggy bag 
Ten Things To Never Order at a Meal Interview 
Spaghetti 
It's bad form to cut it, worse form to twirl the huge ball and worst form to slurp up the one that tried to 
get away... 
Pizza 
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Ever get hot pizza stuck to the roof of your mouth? Or pulled the toppings off in a clump right into your 
lap? 
French onion soup (see "The French Onion Soup Technique") 
This is the one soup that should come with a knife and a fork... 
The most expensive item on the menu 
You don't want to be an asterisk on an expense report... 
The least expensive item on the menu 
That includes anything on the kids menu... 
Any fish with the head or bones still attached 
"Hey waiter, you forgot to skin and clean this here fish!" 
Any food that requires you to lick your fingers when you're finished 
"Them there were the best ribs I've ever eaten..." 
Any food that requires you to wear a bib 
Even if the little lobster bib does look good with your suit... 
Any food in a foreign language, unless you are 100% sure of the pronunciation 
"Hey there, garcon, I'll have one of them there fillet mig-nons..." 
Any food you're not sure how to eat 
Artichokes come to mind... 
Smoking or Non? 
The question is asked every time we enter a restaurant. And I will always 
turn to the interviewee and ask, "Which do you prefer?" Whether you 
smoke or not, always respond, "It's up to you." And if you do smoke, do 
not smoke, even if your interviewer smokes. 
Smokers beware. Smoking is at an all-time low on the acceptance scale. 
You are not a protected minority--and you are definitely in the minority. Even the smell of smoke on 
your clothes can count against you. If you smoke, do not smoke the day of the interview. In fact, do not 
smokeafter your last shower prior to the interview. And wear fresh clothes which are free of the 
tobacco smell. Tough rules? Possibly. But there are enough sensitive noses and prejudiced minds out 
there that you should do your very best to avoid any and all potential negatives. And smoking is one 
area that most of society looks down on. 
If you do smoke, there will likely be an advantage to kicking the habit before you begin work--ideally, 
before you begin interviewing, given the potential negative impact it can have on the job search 
process. Most companies now force employees to smoke either in a designated smoking room or 
outside the building (which can be especially rough in northern climates). The amount of time 
necessary for even the average pack-a-day smoker to get their nicotine fix can amount to over 10% lost 
productivity. This fact is not quickly ignored by the average manager. And it may eventually work 
against you, either in your job search or in your professional career. 
If you have been looking for an incentive to quit, this may be your opportunity. 
The French Onion Soup Technique 
College students are often under the mistaken impression that they must conduct themselves perfectly 
in an interview. If they make a mistake, they've had it. Interview over. Give it up. History. 
In truth, that point of view often becomes a self-fulfilling prophecy. But it doesn't have to be that way. 
Occasional "stumble errors" do happen. But if you use your error as an opportunity for well-placed 
humor, you can actually increase your odds. 
Let me give you an example. I was on a luncheon interview with three partners from the firm I hoped 
to work for after college. I made the foolish error of ordering French onion soup. Why an error? Well, 
it wasn't just onion soup--it was French onion soup. So it also had that chewy, crusty piece of French 
bread smothered with mozzarella cheese buried in the steaming broth. Still don't see the problem? Let 
me describe it to you graphically--every time I tried to take a spoonful of the soup, I also brought with 
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it a two- to three-foot strand of stringy cheese. As hard as I tried, I could not 
get that cheese to separate from the bowl on the way to my mouth. So there I 
was, trying to convince these managers that I would make an outstandingly 
graceful consultant, when I could not even gracefully handle the soup sitting 
in front of me. 
So what did I do? I took the spoon out one last time, lifted it high into the 
air--with all eyes at the table fixed on the three-foot strand of cheese--and 
stated calmly, "I promise you that I will never, ever again order French 
onion soup for as long as I work for this firm. One of my greatest assets is that when I make a mistake, 
I recognize it, change, and never make that mistake again!" We all broke into laughter. That broke the 
tension and made everyone feel comfortable again. 
P.S. I got the job. 
So if you make an obvious error, use self-deprecating humor to remove the tension--and the error--from 
the situation. It shows that you can admit to your own mistakes and laugh at yourself at the same time--
two valuable traits for any company employee. 
I was told another story of a student who arrived for the company-site interview minus his luggage 
(containing his interviewing suit), which apparently chose to take an alternate flight to Los Angeles. 
Others might have considered calling off the interview in disgust, but he showed up in his blue jeans, 
sweatshirt, and tennis shoes. As he met each new person during the interviewing process, he began by 
assuring them that he really did own a blue pinstripe suit. Everyone got a good laugh and he got the 
job. 
Friends in High Places 
One of the worst mistakes you can make in your job search is to treat the secretary poorly or on an 
inferior basis. The secretary usually has a great deal of influence over whether or not you will be hired-
-believe it. One of the first things I do after an interview is ask my secretary what she thinks of the 
person. If they were rude to her or treated her disrespectfully, they are automatically eliminated from 
consideration! That's right--no matter how well they did in the interview, if they were not equally 
impressive to my secretary, I know that the person was a fake and was just putting on a good show in 
the interview. The secretary is one of the best "friends" you can have within the company. But do not 
go beyond standard business protocol. I have also disqualified some for coming on to my secretary. Be 
professional. 
One other important tidbit is to always take note of the secretary's name. It's a scary thought, but this 
person may be the actual Guardian of the Gate you will need to get past when you call the manager 
again at a later date. Make freinds now so that you will have an ally later. 
Success Signals 
Following are some of the signals that an offer may be near: 
You are introduced to employees other than those you interview with. 
You are given a facility or plant tour. 
You are given information about the local area, including apartment rental guides. 
You are given relocation information. 
You are given employee-only materials, such as benefit guides and handbooks. 
You are given anything that you will be expected to return at a later date (such as CD-ROM training or 
expensive software). 
You are introduced to or interview with your potential boss' boss. 
After the Interview 
"The greatest thing in this world is not so much where we stand, 
as in what direction we are moving." 
- Oliver Wendall Holmes - 
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It's not over 'til the fat lady sings. In the case of interviews, don't get lulled into thinking that your final 
"goodbye" is the end of the opera. Far from it. 
The Two Most Important Post-interview Activities 
The Third-party Recommendation Technique 
Generating Job Offers 
The #1 Statement to Generate the Job Offer 
Early Offers 
The Price of Membership Theory 
The Multiple Offer Technique 
The Refused Offer Technique 
The Two Most Important Post-Interview Activities 
There are two simple steps you can take to make a lasting impression after your interview and greatly 
increase your odds of success. 
The first is to call the interviewer to thank them for their time. If possible, you may want to add 
additional information which was not discussed in the interview. An example would be: "I understand 
from speaking with the receptionist that Microsoft Office is your corporate software standard. I just 
wanted to mention that I'm also fully proficient in each of the tools in the Office suite." This phone call 
should ideally take place the same day. If you are unable to reach the interviewer directly, leave a 
voicemail message. 
The second activity is to immediately write the interviewer a short note, thanking them for their time 
and reemphasizing your interest in the position. Then do your best to get it to them as quickly as 
possible. E-mail it, fax it, hand deliver it, messenger it, use overnight mail, whatever. But be sure they 
have it before the end of the following day. Ideally, you want to get it in their hands by the end of the 
day of the interview or first thing the following morning. Why? Because the quicker your letter arrives, 
the greater the likelihood of affecting a positive impact. 
Doesn't everyone follow up like this? Hardly. Virtually no one calls after an 
interview and few take the time to write a thank you letter. Those who do 
write letters generally send them via the postal service, which can arrive as 
much as a full week after the interview. The simple gestures of a phone call 
and thank you letter can make a big difference in separating you from your 
competition. 
And if you interviewed with multiple individuals, make sure each thank you 
letter is unique. Common language is acceptable, but do notsimply change 
the name at the top of the letter. Your application, resume, and other 
materials will likely be stored in a single file, usually in the possession of 
the person guiding you through the hiring process. Your thank you letters will eventually find their way 
back to this central file. Yes, we do compare notes. And what seemed to be a unique and original note 
can actually work against you if there are two or three duplicates collected together in your file. It has 
taken a great deal of effort to get this far. Take the extra time to make this final impression a positive 
one. 
The Third-Party Recommendation Technique 
If you want to make a lasting impression on a potential employer, ask the individuals who supplied you 
with letters of recommendation to either call or write to the employer, giving an additional 
recommendation. This technique will instill confidence in the employer that they are making a wise 
decision in hiring you. 
Obviously, this technique only works for you if you have a strong sponsor (or two) among your 
references. And it has the potential for abuse--you do not want to burden your reference in every 
interviewing situation. However, when you truly believe "this is the one," it may be time to cash in 
some chips. 
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Do not give in to the temptation of using a "fill in the address" pre-written letter from your reference. It 
should be unique and original, printed on letterhead or stationery. This technique works because it 
shows that others think highly enough of you to take the time to call or write. There is truly no higher 
compliment your references can pay you. So remember to thank them--in word now, and with a card 
and a small gift when the offer comes. 
Generating Job Offers 
Once the thank you letter has been sent, your role in the job search is to work toward an offer. By 
staying in close contact (at least once a week) with your primary company contact, you will be 
continually aware of the process. And the contact will be continually aware of your interest. 
Always make sure you know the next step in the process. How? By asking directly. 
"I am very interested. What is the next step?" 
If you are straightforward and direct, the contact will keep you posted as to your progress. If you are no 
longer under consideration, you will be informed. If there are further interviews pending or your 
background is being reviewed by others, you will be informed. If the company is getting ready to put 
together an offer, you will be informed. Stay close to your contact and be ready to act on a moment's 
notice. 
The #1 Statement to Generate the Job Offer 
So what is the very best statement you can make to generate the job offer? Simple. Ask for the job: 
"I feel my background and experience are a good fit for this position and I am very interested. I am 
ready to consider your best offer!" 
Want to make it ever stronger? Replace "I am ready to consider your best offer" with: 
"I would very much like to work here. May I have the job?" 
OK, it may appear a little bold, but it is far and away the #1 way to generate a job offer. Hands down. 
The prerequisites of this approach are threefold: 
You have already sold them on you as a candidate 
They have already sold you on working for them (and hopefully it shows in your passion and 
enthusiasm for the job) 
You are talking to the person who makes the hiring decision 
OK, hold on, you might be saying. I can see having the first two, but how do I know who makes the 
hiring decision? Simple. Ask. "Who will be making the hiring decision for this position?" Ask HR, ask 
the managers, ask a peer level. Any of them can tell you. You just need to ask. 
Then meet with that person last and tell them you want the job. Make life easy for them. If they're 
sitting on the fence, this will bring them over to your side. 
This is not the time to be shy. If you want to get married, you have to pop the question! And no one 
says they are the only ones who can ask the question. This book is about breaking the rules in a good 
way. And this is one of the best ways to break the rules and generate a job offer. 
Early Offers 
A rather nice situation--yet still perplexing--is to receive an "early offer" 
from one of the companies you have interviewed with. By "early," I mean in 
relation to other potential job offers. You may have had eight interviews in 
the last month, three of which resulted in second interviews, but one of 
which resulted in an immediate offer. Worse things can happen. 
Yet it still creates a dilemma. Sure, if the offering company is your first 
choice, accept the job and send the others your regrets. But if not, then 
what? 
The Price Of Membership Theory 
The first thing you should do when you receive an early offer is to make the 
other companies immediately aware of the offer. Your stock will go up 
markedly the moment you have been "put into play." It is simple human 
 117 
nature to covet what others have, and the price of membership has just gone up for those who want to 
join in the fight for the coveted prize. What is difficult to obtain always holds greater value. Interested 
players are now required to react immediately or lose you. If they are truly interested, they will react. If 
they have just been stringing you along with a load of others, they will cut you free. Be prepared: you 
may be isolated with your lone offer. But if you are good, you may receive multiple offers. 
The second thing to do is ask the company who made the initial offer for as much time as possible to 
make your decision. The amount of time you request may depend on the other pending offers (have an 
idea as to when they might be ready to respond). One week to make the decision is common and you 
might be able to get as much as two weeks. But this is not the time to go out and start new contacts 
from scratch. It's time to wind down your search and cash in your chips. 
 
The Multiple Offer Technique 
If you are willing to entertain offers from other companies, it is your 
personal obligation to inform these companies of your initial offer as 
quickly as possible. You may have only one or two others that are even 
in the running. If so, restrict these multiple offer tactics to them. 
Contact the person within the company who would be your hiring 
manager. Let that person know that you have received a competitive 
offer and tell the manager which company made the offer. The reason 
for giving out the company name is that you usually will not have to 
disclose the dollar amount, since most industry insiders have at least a 
general idea what others in the field are paying. Don't be surprised if the 
manager suddenly backs off, because they may realize that their 
company cannot match the other company's wage/benefit package or 
other perks. If you have scored your initial hit with an industry leader 
such as P&G in Consumer Products, Boeing in Aeronautical 
Engineering, Microsoft in Software, or another market leader, you may 
find it difficult to draw a second offer, except, perhaps, from won of the other wanna-be-giants. The 
true giants are tough to beat. It takes time to put together a competitive offer and some of second-tier 
companies may be just as willing to back away as to put up a fight. If this happens and you have a true 
preference for the other company, let them know in very direct terms that you are still more interested 
in them than the company that made the initial offer. Bigger is not always better. 
You will find that once the first offer comes in, it is often quite easy to generate others. If you have 
done an excellent job of developing yourself differentially from your competition, employers will know 
they have to react quickly to sway you to their side. 
You may have the uncommon luxury of choosing who you want to work for. While others are 
scratchingand begging for an offer--any offer--you actually have the difficult (?) decision of deciding 
which company you like best. Keep all the negotiations open and honest. You will find that honesty is 
not only "the best policy," but also your greatest competitive advantage. If one company comes up 
$2,000 short of what you would accept, discuss it with the appropriate party. The company would 
much rather shoot at a specific target. For more specifics on negotiating your offer, see the "Successful 
Job Offer Negotiation" Section. 
The Refused Offer Technique 
If someone you know receives multiple offers, you should congratulate them immediately. And if they 
are in your field, make sure you immediately contact the losing suitors. The refused offers will leave 
behind employers with jobs which have not yet been filled. Strike quickly and decisively. Even if it's 
not a company you have met with yet, there may still be time if you are willing to move quickly.