Managing Business and Professional Communication Chapter Ten: Managing Interview Communication This multimedia product and its contents are protected under copyright law. The following are prohibited by law: -any public performance or display, including transmission of any image over a network; -preparation of any derivative work, including the extraction, in whole or in part, of any images; -any rental, lease, or lending of the program.

What interview experiences have you had? Copyright © Allyn & Bacon 2008

Employment Selection Interview Goals and purpose How interviewees can best communicate: Prepare Practice Attitude Stick to the point Mission Know your strengths and weaknesses This type of of interview involves prospective employees and an organizational representative. It can be thought of as a screening process. Goals and purpose: The application process for the job The organizational “fit” for the interviewee. Salary and benefits How to present a good image Interviewees can best communicate by: Prepare: Researching the company and knowing trends in the field are part of good preparation Practice: Practice makes the real interview easier Attitude: Use positive self-talk Stick to the point: Answer directly and stay on topic. Use illustrations and personal examples where appropriate Mission: Know why you want this job. Having a mission statement increases confidence and can set a candidate apart from others Strengths and weaknesses: Be able to talk about competencies realistically and be able to address areas of improvement and growth. Tell the truth! Copyright © Allyn & Bacon 2008

Employment Selection Interview How interviewers can best communicate: Prepare Put the candidate at ease Explain the interview purpose and outcomes Have a standard form and protocol Organize and plan the questions Have a good follow-up statement Prepare: Know the file material on the candidate, company and legal guidelines, job title and position, job requirements and pay Put the candidate at ease: Everyone performs better when they feel comfortable. Explain purpose: Let the candidate know what you are going to need to know and what will be done with that information. Standard form: Using a standard protocol will enable candidates to be compared against each other evenly. Organizing the interview: Ask a variety of questions, ask for strengths and weaknesses, ask for situational analysis, organize the structure for the flow of questions End with a strong closing statement that lets the candidate know what to expect. Copyright © Allyn & Bacon 2008

Information Gathering Interview General rules for the interviewer: Indicate the meeting’s purpose Have a complete outcomes list Organize questions into content, process, and relationship types Stay with observable facts and behaviors Avoid asking questions of character Review legal issues in the appropriateness of questions Goal of this meeting is to gather information about a situation, an event, or a person. Copyright © Allyn & Bacon 2008

Information Gathering Interview General rules for the interviewee: Clarify your understanding of the purpose and outcomes Answer directly and simply what you know Use measurable or observable data or descriptions Avoid innuendo, rumor, gossip, or guessing about others’ motives Copyright © Allyn & Bacon 2008

Copyright © Allyn & Bacon 2008 Interviewing Skills What skills do you have that will make you a successful interviewee? What skills need improvement? Copyright © Allyn & Bacon 2008

Performance Appraisal Interview Helpful suggestions: Set the time and place Clarify the purpose Understand the criteria for evaluation in advance Restate and give feedback about the criteria Clarify the purpose: Point out that the process is normal Non-task criteria: These topics can be irrelevant to job performance. Copyright © Allyn & Bacon 2008

Performance Appraisal Interview Communicate other non-task criteria as a part of the organizational culture Personal life does not belong Ask for or offer data Close with plans for the future Copyright © Allyn & Bacon 2008

Complaint/Grievance Interview Think of it as a time to grow The complaint must be specific as to time, place, date, who… Once it has been addressed, everyone should let it go These interviews do not necessarily mean a negative outcome! Copyright © Allyn & Bacon 2008

Disciplinary Interview As the interviewer: Carefully explain the situation Outline what led up to it Seek to understand Seek common agreement Make extensive notes Copyright © Allyn & Bacon 2008

Disciplinary Interview Follow through with action or documents Only talk about the offending behavior Offer help If it is potentially volatile, bring a partner Maintain absolute confidentiality Copyright © Allyn & Bacon 2008

Additional Types of Interviews Group Exit Phone Videoconference Media Copyright © Allyn & Bacon 2008

Copyright © Allyn & Bacon 2008 Media Interviews Be cordial to media reps & staff Give messages in small chunks Develop a memorable phrase You only have seconds Dress well and be articulate Messages to the media Give the message in small chunks Develop a memorable phrase 2. Questions from reporters Breifly restate the question in your answer Clarify questions and take them one at a time 3. Courtesy towards the media Be cordial Acknowledge the reporter and technical staff 4. Time usage – you only have seconds 5. Nonverbal communication Look at the interviewer, not the camera Dress appropriately Annunciate clearly Copyright © Allyn & Bacon 2008

Copyright © Allyn & Bacon 2008 Interview Phases Introduction phase Establishing relationship Orienting for the interview Question phase Give honest answers Maintain a positive attitude Use narratives and examples Establishing relationship: Set the climate and learn to connect Orienting for the interview: Explain the purpose Overview of procedures Clarify time limits Provide the “big picture” of the company or job Invite the respondent to continue to be accurate Question phase: good interviewers are not judgmental and attempt to evoke noteworthy information Copyright © Allyn & Bacon 2008

Copyright © Allyn & Bacon 2008 Interview Phases Closing phase Present a summary and outline of future procedures Interviewee should ask questions Follow-up phase Write a thank you note If you don’t hear back, call or write Provide new information if necessary Copyright © Allyn & Bacon 2008

Types of Interview Questions Closed Yes – No Fill in the blank Multiple choice Open Hypothetical Probing Third party Leading Loaded Illegal Closed: Interviewees can select an answer from only specific choices. These questions limit the answers available It is a good idea to amplify slightly. Open-ended: These require the respondent to answer in a non-structured manner, which gives the person freedom. Hypothetical: A scenario is set up and the respondent is required to give a description or solution. Probing: A follow-up question to a previous response Third party: Asks for a third party view instead of a person’s personal views Leading: These ask for a predetermined response. Loaded: These imply guilt no matter what answer the respondent offers Illegal: Question that ask for information such as: age, marital and family, physical disabilities, race, children Copyright © Allyn & Bacon 2008

Interview Question Structures The funnel sequence Pattern moves from general to specific Begins with more open-ended type questions and moves toward direct and specific Copyright © Allyn & Bacon 2008

Interview Question Structures The inverted sequence Questions begin with direct and move towards free response and open Opposite of the funnel Copyright © Allyn & Bacon 2008

Interview Question Structures The hourglass sequence Questions begin funnel-like Move to more direct Open again in order to offer elaboration on previous points Copyright © Allyn & Bacon 2008

Interview Question Structures The diamond sequence Begins with the inverted funnel As information needs clarification, questions move back toward direct and specific Copyright © Allyn & Bacon 2008

Additional Interview Facts What can I do about being so nervous? What if they ask something I don’t know? What if they ask a potentially embarrassing or illegal question? What are some “killer” questions? Nervousness: Understand interview structure Research the organization Practice orally Don’t know? Say – “I don’t know.” – NEVER make up an answer Try to link the question to something related that you do know about. Embarrassing or illegal? “I prefer not to answer that question.” – while looking puzzled. Diffuse the question by minimizing or by humor. Killer questions: What are your strengths and weaknesses? How would you…? Tell me your most difficult case… Why are you seeking this position? Copyright © Allyn & Bacon 2008

Copyright © Allyn & Bacon 2008 Presenting Resumes Paper resume content Personal identification Keywords Job/personal objective Educational background Previous work experience Additional – special skills, hobbies… Affiliations and awards References Copyright © Allyn & Bacon 2008

Resume Style and Format Be concise Language makes a difference Make experience specific Attend to format Target the employer Copyright © Allyn & Bacon 2008

Copyright © Allyn & Bacon 2008 Resume Format Other formats include: Electronic resumes Email attachments Home web page resumes Employer websites Copyright © Allyn & Bacon 2008