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Communicating for Results
Basic Information for Al Types of Interviews 7 Key Ideas Defining interviews Common types of interviews Phases of an effective interview Organizing interview questions Answering interview questions Copyright Cengage © 2011
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Consider this . . . In a few communication formats – public speaking, conferences, or interviewing – is greater involvement expected of a participant than in an interview . . .It is only in the interview that approximately equal participation is expected of both parties. Copyright Cengage © 2011
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Case Study: Interview gone bad
Rubberball/Jupiter Images 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? Copyright Cengage © 2011
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Types of Interviews Counseling interview Employment interview
Exit interview Group interview Informational Bob Daemmich/The Image Works Copyright Cengage © 2011
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Types of Interviews Interrogation Performance Review Persuasive
Telephone Bob Daemmich/The Image Works Copyright Cengage © 2011
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Counseling 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 Copyright Cengage © 2011
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Employment Interview Critical to making organizational and personal decisions Usually one-on-one between interviewer and perspective employee Employer usually takes the lead Copyright Cengage © 2011
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Exit 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 Copyright Cengage © 2011
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Grievance Interview One-to-one encounter for conflict resolution
Emotions may run high Participants should express their feelings honestly and remain cooperative Interviewer must be a good listener and problem solver Copyright Cengage © 2011
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Group Interviews Be prepared for confusion & noise
General suggestions include . . . 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 Digital Vision/Getty Images Copyright Cengage © 2011
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Group Interviews Speak to everyone not just the interviewer
Suggestions for Panel Interviews include . . . Speak to everyone not just the interviewer Take an active role but don’t always speak first Digital Vision/Getty Images Copyright Cengage © 2011
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Group Interviews Try not to be among the first interviewed
Suggestions for Board Interviews include . . . 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 interviewers Stick by your answers Kathy McLaughlin/The Image Works © Jason Harris Copyright Cengage © 2011
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Informational Interview
Information-giving interview -Interviewer imparts important information Information-seeking interview – interviewer wants information from the interviewee Use standard interview structure No longer than 15 minutes Copyright Cengage © 2011
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Interrogation Interview
Done when an offence is committed Begin by discussing a topic of interest to assess nonverbal behaviors Use open-ended questions Copyright Cengage © 2011
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Performance Review Recognize/reward employee contributions
Give employees feedback on their standing Motivate employees by setting objectives Discover & solve communication problems Copyright Cengage © 2011
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Persuasive Interview Will satisfy unmet needs
Successful if you convince interviewee that your proposal . . . Will satisfy unmet needs Consistent with beliefs, attitudes, & values Is practical & affordable Has benefits that outweigh any objections Is best course of action © Jason Harris Copyright Cengage © 2011
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Telephone Interview Prepare like face-to-face interview
Keep file of personal information by the telephone Keep answering machine messages brief and professional Plan for detailed interview that might last an hour Copyright Cengage © 2011
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Telephone 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 Copyright Cengage © 2011
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Basic Interview Organization
Opening Phase Question-Response Phase Closing Phase Copyright Cengage © 2011
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Opening Phase Rapport Orientation Motivation Copyright Cengage © 2011
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Question-Response Phase
Determine types of questions to ask Decide how to best organize questions Be prepared to answer questions effectively Copyright Cengage © 2011
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Closing Phase Summarize major points covered
Make sure all important topics covered Give interviewee chance to ask questions Thank participants for time & cooperation Include agreement on follow-up Copyright Cengage © 2011
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Types of Interview questions
Open-ended questions Hypothetical questions Direct questions Closed questions > Copyright Cengage © 2011
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Types of Interview questions (cont.)
Loaded questions Leading questions Third person questions Verbal and Nonverbal proves Copyright Cengage © 2011
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Open-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.” Copyright Cengage © 2011
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Hypothetical questions
An invented situation Examples: “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?” Copyright Cengage © 2011
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Direct (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?” Copyright Cengage © 2011
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Closed 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?” Copyright Cengage © 2011
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Loaded questions No correct answers designed to get an emotional response Examples “Have you stopped drinking yet?” “Are you still difficult to get along with?” Copyright Cengage © 2011
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Leading questions Implies the correct answer Examples:
“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?” Copyright Cengage © 2011
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Third-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?” Copyright Cengage © 2011
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Verbal 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?” Copyright Cengage © 2011
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Control continuum Expect the following control in each type of question . . . Copyright Cengage © 2011
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Organizing interview questions
Funnel sequence Inverted Funnel sequence Hourglass sequence Diamond sequence Copyright Cengage © 2011
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Funnel 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) Copyright Cengage © 2011
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Inverted 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) Copyright Cengage © 2011
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Hourglass 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) Copyright Cengage © 2011
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Diamond sequence When answer to hypothetical question in inverted funnel is unexpected or unclear To clarity open with a general question and move to specific Copyright Cengage © 2011
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Answering 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 Copyright Cengage © 2011
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Answering questions effectively(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 Copyright Cengage © 2011
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Communicating for Results
Basic Information for All Types of Interviews 7 Key Ideas Defining interviews Common types of interviews Phases of an effective interview Organizing interview questions Answering interview questions Copyright Cengage © 2011
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