The Telephone Interview

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As you pursue career opportunities, expect a few telephone interviews along the way. If you seek a position in another geographic location, it's likely you'll be responding to questions from an interview panel by telephone.

In the private sector, phone interviews are often used to narrow the pool of applicants who will be invited for an in-person interview. Within the government however, a telephone interview may be the only interview.

Government managers who evaluate candidates through both written application materials and phone interviews say many applicants with outstanding credentials and experiences fall short in the phone interview.

How can you avoid this? Treat the telephone interview just as seriously as you would a face-to-face interview. Prepare for it just as well. And don't be too casual when you take the phone call.

BEFORE THE INTERVIEW


You won't see non-verbal reactions or cues from the interview panel, and the panel can't see your enthusiastic expression or your professional appearance. So pay close attention to your phone manners, clarity of speech, voice tone and the content of your answers.

Preparation is critical. Just as you would for a face-to-face interview, anticipate the kinds of questions you'll be asked and be ready with specific examples to demonstrate your abilities. Without visual clues from the panel to guide the conversation, keep your responses concise. Use the STAR Interview Response Technique (see the resources below) to help you keep your responses focused and strong.

Dial up a friend for a mock interview. Ask for feedback not only on your content, but also how you sounded. Consider recording this mock interview -- when you play it back, you'll be able to hear the "ums," "uhs," and "okays" which are especially noticeable on the phone.

Verify ahead of time the exact day and time of the interview, and make sure the chair of the interview panel has your correct phone number. If the panel schedules the interview at a time that is out of sync with your time zone, feel free to request a different time that better fits both your time zones. Ask who will be on the phone call – names and titles.

Find a room with no distractions. If you are home, make sure no one will bother you including children and pets. One hiring manager told us that a candidate completed the telephone interview at the airport – with flight announcements blaring in the background. Needless to say, this candidate was not offered the position.

Try to sit at a good-size table or desk with only the following in front of you: resume, notes, and pen and paper to take notes about the call. Use a landline telephone, and disable call waiting so your interview is not interrupted. If you are using a cordless phone, be sure the battery has a full charge.

Many job search experts advise clients to wear business attire as a reminder that the appointment is a professional interview, not an informal telephone conversation.

DURING THE INTERVIEW
The interview begins the moment you pick up the phone. Answer in a professional manner and with energy. Consider standing, as this technique allows your voice to project with more confidence. Smile! That might sound silly, but experts say facial expressions reflect through your voice. If you are frowning, you will sound disinterested.

If you cannot hear the interviewers' questions clearly, say "I'm having trouble hearing you. Can you hear me clearly?" These questions are less confrontational than "Can you speak up?" and will help you determine if the problem is with your connection or on the panel's end.

Be "UP" and enthusiastic in your tone of voice. Speak directly into the phone. Do not smoke, chew gum, eat or drink – and no multitasking! Turn your computer off, and keep your papers and cards quiet.

Speak clearly and slowly – many people tend to mumble on the phone -- and avoid using slang.

Use the technique of repeating or rephrasing the questions. It tells the caller you are listening carefully and gives you time to think about your answer. If you need more time to think, ask for it. But remember as in radio, silence during a phone conversation is dead air time.

Keep your energy and enthusiasm throughout the interview, and end on a positive note. Don't forget to say "thank you" to the interviewers. Let the interviewer panel hang up first.

AFTER THE INTERVIEW
After the call ends, write down notes about the interview and your performance. What did you learn from this interview? What did you do well, and what should you do differently for the next interview? If you don't receive the job offer, don't become discouraged. It is an accomplishment just to get the interview.

Finally, be sure to ask the interview panel for their feedback on your interview – it will help you do better next time!

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