Communicating for Results 9e 7 Key Ideas Defining interviews Common types of interviews Phases of an...

Communicating for Results

9e

7Key Ideas

•Defining interviews•Common types of interviews•Phases of an effective interview•Organizing interview questions•Answering interview questions

Basic Information for Al Types of Interviews

1Copyright Cengage © 2011

Consider this . . .Consider this . . .

In a few communication formats – In a few communication formats – public speaking, conferences, or public speaking, conferences, or interviewing – is greater involvement interviewing – is greater involvement expected of a participant than in an expected of a participant than in an interview . . .It is only in the interview . . .It is only in the interview that approximately equal interview that approximately equal participation is expected of both participation is expected of both parties. parties.

Copyright Cengage © 2011 2

Case Study: Interview gone badCase Study: Interview gone bad

Read or describe the case study Answer the following questions:

What types of questions did Mandy and Ken ask?What was the quality of the responses? Were Ken’s observations correct?

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Counseling interview Employment interview Exit interview Group interview Informational

Types of InterviewsTypes of Interviews

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Interrogation Performance Review Persuasive Telephone

Types of InterviewsTypes of Interviews

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Counseling InterviewCounseling Interview

Helps interviewee uncover and solve career-related personal or interpersonal problems. (Bell 1989, p. 169)

Communication skills needed:Empathetic listening, Non-evluative feedback, Careful paraphrasing Sympathetic nonverbal responses


Employment InterviewEmployment Interview

Critical to making organizational and personal decisions

Usually one-on-one between interviewer and perspective employee

Employer usually takes the lead


Exit InterviewExit Interview

Done when employee is laird off, fired or quits

Requires careful listening and reading between the lines

Employees usually only hint at their real reason for leaving


Grievance InterviewGrievance Interview

One-to-one encounter for conflict resolution

Emotions may run highParticipants should express their

feelings honestly and remain cooperative

Interviewer must be a good listener and problem solver


Group InterviewsGroup Interviews

Be prepared for confusion & noise Learn who panelists are ahead of

time Determine reason for group

interview Appear confident & in control

Make answers direct, brief, honest and sincere


General suggestions include . . .

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Speak to everyone not just the interviewer

Take an active role but don’t always speak first


Suggestions for Panel Interviews include . . .

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Try not to be among the first interviewed

Sit where you can see all interviewers without moving your head constantly

Make eye contact with all interviewersStick by your answers


Suggestions for Board Interviews include . . .

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Informational InterviewInformational Interview

Information-giving interview -Interviewer imparts important information

Information-seeking interview – interviewer wants information from the interviewee

Use standard interview structureNo longer than 15 minutes


Interrogation InterviewInterrogation Interview

Done when an offence is committedBegin by discussing a topic of

interest to assess nonverbal behaviors

Use open-ended questions


Performance ReviewPerformance Review

Recognize/reward employee contributions

Give employees feedback on their standing

Motivate employees by setting objectives

Discover & solve communication problems


Persuasive InterviewPersuasive Interview

Will satisfy unmet needs

Consistent with beliefs, attitudes, &

valuesIs practical & affordable

Has benefits that outweigh any

objections

Is best course of action Copyright Cengage © 2011 16

Successful if you convince interviewee that your proposal . . .

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Telephone InterviewTelephone Interview

Prepare like face-to-face interviewKeep file of personal information by

the telephoneKeep answering machine messages

brief and professionalPlan for detailed interview that might

last an hour


Telephone InterviewTelephone Interview

Show complete attention to interviewer

Prepare to sound friendly, sincere, enthusiastic and professional

Listen carefully to questions before answering

Thank interviewer and ask for contact information


Basic Interview OrganizationBasic Interview Organization

Opening PhaseQuestion-Response PhaseClosing Phase


Opening PhaseOpening Phase

RapportOrientationMotivation


Question-Response PhaseQuestion-Response Phase

Determine types of questions to ask

Decide how to best organize

questions

Be prepared to answer questions

effectively


Closing PhaseClosing Phase

Summarize major points coveredMake sure all important topics coveredGive interviewee chance to ask questions

Thank participants for time & cooperation

Include agreement on follow-up


Types of Interview questionsTypes of Interview questions

Open-ended questionsHypothetical questionsDirect questionsClosed questions >


Types of Interview questions Types of Interview questions (cont.)(cont.)

Loaded questionsLeading questionsThird person questionsVerbal and Nonverbal proves


Open-ended questionsOpen-ended questions

Allow for maximum freedom of response

Examples:

“In your own words, evaluate your accomplishments this year.”

“Tell me about your complaint.” “Describe a time during your current job when your

work was criticized. Tell me how you responded and the outcome of the complaint.”


Hypothetical questionsHypothetical questions

An invented situationExamples:

“On your first day of work, you arrive an hour late. How would you explain this and to whom?”

“Suppose you were supervisor of this department and someone came to you with a complaint similar to yours. How would you handle it?”


Direct (or specific) questionsDirect (or specific) questions

Short questions requiring a short answer or “Yes” or “No”

Examples:

“Is the accusation against you accurate?”“Did you accomplish your top priority this year?”“Who recommended you to us?”

“How long have you been in this field of work?”


Closed questionsClosed questions

Limit interviewees choices of answers to those supplied by the interviewer

Examples:

“Do you prefer to work with Doris, Carol, or Bob on this assignment?”

“Which would best help you meet your performance objectives—more guidance from me or more assistance from the other supervisors?”


Loaded questionsLoaded questions

No correct answers designed to get an emotional response

Examples

“Have you stopped drinking yet?”“Are you still difficult to get along with?”


Leading questionsLeading questions

Implies the correct answerExamples:

“You want the kind of car that gets good gas mileage, don’t you?”

“We are looking for creative people here. What do you have to offer?”

“I don’t think you have been working up to your potential. What do you think?”


Third-Person questionsThird-Person questions

Embarrassing or personal questions phrased in a less threatening way by involving a third person

Examples

(a) “What do you think about the latest merger proposal?”

(b) “What does your group think about the latest merger proposal?”


Verbal and Nonverbal probesVerbal and Nonverbal probes

Used to urge the respondent to add more information to a pervious response

Examples

“Tell me more.” “I see.”“Really?” “Uh-huh.”“That’s interesting.” “How do you

mean?”


Control continuumControl continuum


Expect the following control in each type of question . . .Expect the following control in each type of question . . .

Organizing interview questionsOrganizing interview questions

Funnel sequenceInverted Funnel sequenceHourglass sequenceDiamond sequence


Funnel sequenceFunnel sequence

General to specific

1. “Tell me what overall problems you see occurring in the Harrison project.” (open-ended)

2. “Why do you feel Shelton is an ineffective communicator?” (open-ended)

3. “Are you willing to accept Shelton and Jackson as co-workers?” (direct)

4. “What makes you say that?” (verbal probe)5. “Whom do you recommend for director of the

Harrison project—Jackson, Shelton, or yourself?” (closed)


Inverted Funnel sequenceInverted Funnel sequence

Specific to general

1. “Whom do you recommend as director of the Harrison project—Jackson, Shelton, or yourself?” (closed)

2. “What makes you say that?” (verbal probe)3. “Are you willing to accept Shelton and Jackson as

coworkers?” (direct)4. “Why do you feel Shelton is an ineffective

communicator?” (open-ended)5. “Tell me what overall problems you see occurring

in the Harrison project.” (open-ended)


Hourglass sequenceHourglass sequence

Questioning to clarifying missing information general to specific

1. “Tell me what overall problems you see occurring in the Harrison project.” (open-ended)

2. “Why do you feel Shelton is an ineffective communicator?” (open-ended)

3. “Are you willing to accept Shelton and Jackson as coworkers?” (direct)4. “What makes you say that?” (verbal probe)5. “Whom do you recommend for director of the Harrison project—

Jackson, Shelton, or yourself?” (closed)6. “Let me clarify a few items. Did you earlier indicate leadership as a

possible problem with the Harrison project?” (direct)7. “Did you not express serious reservations about Shelton as project

leader?” (direct)8. “Then, could you please explain why you selected Shelton and not

yourself, Jackson, or even someone else as director of the Harrison project?” (open-ended)


Diamond sequenceDiamond sequence

When answer to hypothetical question in inverted funnel is unexpected or unclear

To clarity open with a general question and move to specific


Answering questions effectivelyAnswering questions effectively

Relax and be yourself If caught off guard, don’t rush

answer If don’t know or remember, say so Don’t say more than you want to say Use open-ended questions to

present info Listen carefully


Answering questions effectivelyAnswering questions effectively (cont)(cont)

Be attentive to interviewer’s intentions Don’t let closed questions limit you Avoid answering yes or no to loaded

questions Beware of leading questions

Be aware that 3rd-person questions are aimed at getting you to say more


Communicating for Results

9e

7Key Ideas

•Defining interviews•Common types of interviews•Phases of an effective interview•Organizing interview questions•Answering interview questions

Basic Information for All Types of Interviews


Communicating for Results 9e 7 Key Ideas Defining interviews Common types of interviews Phases of an...

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