1. Consulting Skill
-인터뷰 기법-

2. 학습주제 Q&A

3. 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

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

5. 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

6. 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 role.

7. 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

8. Effective Listening

9. 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.

10. 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”.