OB1 - 70-311: Building Effective Interviewing Skills Building Effective Interviewing Skills...

OB1 - 70-311: Building Effective Interviewing Skills

Building Effective Interviewing Skills

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process

Motivate (participate)

Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording


Interview Structure

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

ObjectivesContent Areas

BasicDesign

Questions Interview

Analysis

Process


Objectives

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Types of InterviewsSelection

Appraisal

Exit

Research

Purposes • Gather information to predict

future performance• Provide information about

the organization

• Communicate and support decisions about salary, etc.

• Employee development• Goal setting• Long-term career planning

• Learn about new job• Learn reason for leaving• Promote good public

relations

• Collect data to test hypotheses

• Collect data to generate new hypotheses


Objectives

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Setting Objectives - More Specific

Have a clear idea of what . . .

• the goals are for the interview

• information sought to achieve goals

• the final outcome should include

• a successful interview consists of

Also be aware of . . .

• what you are not interested in

• potential areas of confusion

• related, but different topics


Specific General

Selecting Basic Design

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Structured Unstructured

Questions

Predetermined/ Evolving/Fixed Flexible

Order

Precise Open Ended

Responses

Criteria

•Ability of Respondent

•Willingness of Respondent

•Cost / Time


Content Areas

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

General Topics to be Covered

1. Introduction

2. Background / History

3. Opening QuestionsSatisfactionsFrustrations

4. Follow-up QuestionsMore detailSpecific areas to elaborate onMotivation theory

5. Other Important PointsAnything to add?Anything we missed?

6. Wrap-upExpress appreciation


Formulating Questions

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

1. Decisions about Question Content• Is question necessary? How will it be used?

• Are several questions necessary? Do not put multiple ideas in the same question.

• Do respondents have information to answer question?

• Will respondents be willing to answer question?

2. Decisions about Wording• Is the language unclear or difficult to understand?

• Is the language specific enough in terms of what, when, where, etc.?

• Is the question leading or biased in one direction?

• Does the wording include unstated assumptions?


Formulating Questions

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

3. Decisions about Form of Response• What is the appropriate form for response?

4. Decisions about Question Order• Do the initial questions easily launch the

interview?

• Does the order of questions reflect the importance of topics?

• Is there any bias or priming effect in the order of the questions?


Interview Process

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Motivating

Asking

Listening

Understanding

Probing

MaintainingControl

Reinforcing

Recording


Motivating

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

1. Motivating the Interviewee to Participate• The purpose of the interview should be related to

the respondent’s own goals and values

• Specify the way in which information is used

• Explain what will be expected of the interviewee in the course of the interview (e.g., the length of the interview, degree of expertise required)

2. Motivating the Interviewee to Produce• The interviewer must create and maintain an

atmosphere in which the respondent feels fully understood and safe to communicate fully without fear of being judged or criticized

• Provide periodic reinforcement on the process of the interview


Motivating

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Did you answer these questions?

• Why are you doing the study?

• What do you get out of it?

• Will I receive the final report?

• How do I know it will be confidential?

• What does CMU get out of this?

• Is this research being funded by someone?

• What will I get out of this?

• How long will this take?

• Are you doing other interviews?

• Why did you select me?


Asking Questions

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

What to keep in mind• Be sure to know the objective of the question

• Ask questions in a simple, direct, clear manner•When to elaborate on questions?

• Use bridging technique

Trouble Shooting• What if person gives no response?

•Question not understood•Unwilling to answer question•Unable to answer question

• How long to wait for a response?

• What if response does not answer the question?

• What if response includes multiple answers?


Listening & Understanding

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Listening means• Attending to verbal and non-verbal cues

• Attending to the total message -- facts and feelings

• Being an active listener

• Testing listening with feedback

Understanding• Put yourself in the interviewee’s frame of

reference

• Be non-evaluative

• Don’t prematurely analyze or draw conclusions


Probing

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Non-Directive Probes1. Reflecting feelings

Respondent:

Interviewer:

2. Indirect follow-ups

3. Pause

“…I’ve been here for 15 years and I don’t feel I have been treated fairly.”

“You feel you haven’t been treated fairly?”

“…tell me more”“I would like to hear

more about that point, could you elaborate a bit?”


Probing

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Directive Probes1. Open-ended questions

“What were the major responsibilities of your most recent job?”

2. Specific questionsRespondent: “I’ve always had the ability to get

my employees to extend themselves and work hard for me.”

Interviewer: “So you feel you’ve had success at motivating people. What specific steps do you take to promote this kind of motivation in your employees?”

Interviewer: “As you look over the last year’s work, how would you rate your own performance?”

Respondent: “I think I’m doing great.”Interviewer: “I’m glad to hear that. What

accomplishments in particular have made you feel that way?”


Probing

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Directive Probes3. Bi-Polar Probe:Interviewer: “We’ve talked to many people about

their work. Most people can identify aspects of their job that they really like and other parts of their job that they dislike.”

“Would you tell me about those aspects of your job that you really like?”

Respondent: “…”

Interviewer: Repeat bi-polar probe, then repeat question using dislike

4. Elaboration Probe:Interviewer: “Is there anything else you’d like to

tell me about?”“What else can you think of?”“Any other thoughts?”


Maintaining Control &Providing Feedback

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Maintaining Control1. Initial Contact

2. Structuring dialogue

3. Bridging

4. Summarizing

5. Managing

Feedback/Reinforcement:1. Interviewees need to know how they are doing in

producing information.

2. Reinforce early and often (i.e. throughout the interview)

3. Provide positive feedback without reinforcing specific content“We are making good progress.”“Your comments are very helpful to us.”


Providing Feedback & Reinforcement

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Dealing with “Contradictions”:

• What you consider a contradiction may not be for the respondent

• Note any perceived contradictions with a quick note

• Postpone probing contradictions

• Wait for some natural break

• Feedback the ideas that seem to be conflicting in a neutral way

“You mentioned that there are a lot of new members in your group and you don’t feel that they are really a team. You also mentioned members of your group do a lot of social things together. Help me understand the relationship between these two points.


Recording

Structure

Objectives

Basic Design

Content Areas

Questions

Interview

Analysis

Process


Motivate (produce)

Asking Questions

Listening

Understanding

Probing

Maintain Control

Feedback/Reinforce

Recording

Recording1. This is one of the most difficult tasks

2. It should be verbatim

3. All questions & probes should be noted

4. Note all possible contradictions

5. Schedule interviews to permit review and editing

OB1 - 70-311: Building Effective Interviewing Skills Building Effective Interviewing Skills...

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