Consulting Skill -인터뷰 기법-

학습주제 Q&A

Interview Process Hypothesis Data Validation Client’s Experience & Knowledge Data Hypothesis Validation Interview Guide Objectives Scope Interviewees Data needed Time & Place Being on time Building Rapport Questioning Listening Closing Summarize Categorizing Analyzing Reporting

Interview Types In-Person Focus Group Effective Type Phone Two-Interviewers Document Enquete 11

Establishing Personal Rapport Before Meeting Ask around to find out something about your client- a hobby or something that interests. Know and remember your client’s name. Know and use the basic etiquette of your organization in speech and dress. Avoid meeting new clients at times when you are not in top form- beginning or end. Strategies for Rapport Building Take time to talk about something other than the business at hand. For the first few minutes, use open-ended questions to get the client talking. Use active listening-paraphrase and summarize often. Know that different people have quite different styles. Use personal communication as much as possible. Techniques for Building Rapport Make and maintain eye contact. Smile. Shake hands. Find some non-business topic you both like to discuss, or comment on some timely topic. Chat about someone you both admire. Tell your client something personal about yourself. Listen-hear clients out- before jumping into critique or solutions. Psychological Contract

Establishing Personal Rapport-Upset or Defensive clients Remember, you can’t fix feelings. You can only help your clients express their feelings. Support your client. Recognize efforts the client has already made to resolve the problem. Support the client if it is difficult for the client to admit a problem. Support clients if they feel trapped. Look for the positives they may not see. Do not have people lose face. Client will defend their self esteem beyond all else. Do not take it personally. Don’t get defensive in return. Take the time to let clients express their feelings. Allow them to let off steam. Work hard to get at the issues and needs underneath the feelings. Work hard to find objective criteria for solving the problem. Stand your ground while negotiating a 50-50 role.

First Questions First questions are crucial to your success as a professional. “What is working now?” “Please give no some background.” “Please give me some examples of your concern.” “What got you interested in this areas?” “Which problem do you see being solved right now?” “Can you talk about the need for this approach?” “What benefits do you see for dealing with this problem?” “Can you foresee any concerns this approach might not deal with?” “Let’s step back, examine the big picture and look at other issues.” “What is it about this solution that makes it useful to you?” Rapport Listening

Effective Listening

Narrow & Broad Answer Clients can present a wide range of problem definitions or frames. Very Narrow Very Broad a solution is offered a symptom is described client assumes cause is known very complex, fuzzy or messy multiples causes no one action will solve the issue Ask questions which open up options. Avoid asking :why?” type questions, thereby putting the client on the defensive. You may wish to deal with emergencies first- but be careful. Ask for examples of the concern to make the concern more concrete. Manage the ambiguity by summarizing often.

Alan Weiss’s Recommendation Gather as much qualitative information as possible. Keep the interviews brief, for your sake and the interviewee. Avoid having to return for further information. Discourage the interview from being a “gripe session”.