Interviewing: Principles and Practices

Cover
Title
Copyright
Contents
Preface
1 Introduction to Interviewing
	The Essential Characteristics of Interviews
		Two Parties
		Purpose and Structure
		Interactional
		Questions
		Exercise #1—What Is and Is Not an Interview?
	Traditional Forms of Interviewing
		Information-Giving Interviews
		Information-Gathering Interviews
		Focus Group Interviews
		Selection Interviews
		Performance Review
		Counseling
		Persuasion
		Technology and Interviewing
		The Telephone Interview
		Two-Way Video Technology
		E-Mail
		Webinars
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
2 An Interpersonal Communication Process
	Two Parties in the Interview
		Relational Dimensions
		Global Relationships
		Gender in Relationships
	Interchanging Roles during Interviews
		Directive Approach
		Nondirective Approach
	Perceptions of Interviewer and Interviewee
		Perceptions of Self
		Perceptions of the Other Party
	Communication Interactions
		Levels of Interactions
		Self-Disclosure
		Verbal Interactions
		Nonverbal Interactions
		Verbal and Nonverbal Intertwined
		Gender and Nonverbal Interactions
		Culture and Nonverbal Interactions
		Nonverbal Interactions in the Global Village
	Feedback
		Listening for Comprehension
		Listening for Empathy
		Listening for Evaluation
		Listening for Resolution
	The Interview Situation
		Initiating the Interview
		Perceptions
		Timing
		Location and Setting
		Territoriality
		Seating
	Outside Forces
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
3 Questions and Their Uses
	Open and Closed Questions
		Open Questions
		Closed Questions
	Primary and Probing Questions
		Types of Probing Questions
		Skillful Interviewing with Probing Questions
		Exercise #1—Supply the Probing Question
	Neutral and Leading Questions
		Exercise #2—Identification of Questions
	Common Question Pitfalls
		The Unintentional Bipolar Question
		The Yes (No) Question
		The Tell Me Everything Question
		The Open-to-Closed Question
		The Double-Barreled Question
		The Unintentional Leading Question
		The Guessing Question
		The Curious Question
		The Too High or Too Low Question
		The Don\'t Ask, Don\'t Tell Question
		Exercise #3—What Are the Pitfalls in These Questions?
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
4 Structuring the Interview
	The Body of the Interview
		Interview Guide
		Interview Schedules
		Exercise #1—Interview Schedules
		Question Sequences
	Opening the Interview
		The Two-Step Process
		Nonverbal Communication in Openings
		Exercise #2—Interview Openings
	Closing the Interview
		Guidelines for Closing Interviews
		Closing Techniques
		Exercise #3—Interview Closings
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
5 The Informational Interview
	Planning the Interview
		Formulate Your Purpose
		Research the Topic
		Choose the Interviewee
		Examine Your Relationship with the Interviewee
		Study the Situation and Location
		Structure Your Interview
		The Interview Opening
	Conducting the Interview
		Motivating Interviewees
		Asking Questions
		Note Taking and Recording
		Managing Unique Situations
		Managing Difficult Interviewees
	Closing the Interview
	Preparing the Report or Story
	The Interviewee in the Interview
		Do Your Homework
		Understand the Relationship
		Know the Situation
		Anticipate Questions
		Listen to Questions
		Answer Strategically
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	PROBING ROLE-PLAYING CASES
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
6 The Survey Interview
	Purpose and Research
	Structuring the Interview
		Interview Guide and Schedule
		The Opening
		The Closing
	Survey Questions
		Phrasing Questions
		Sample Question Development
		Probing Questions
		Question Strategies
		Question Scales
		Question Sequences
	Selecting Interviewees
		Defining the Population
		Sampling Principles
		Sampling Techniques
	Selecting and Training Interviewers
		Number Needed
		Qualifications
		Personal Characteristics
		Training Interviewers
	Conducting Survey Interviews
		Pretesting the Interview
		Interviewing Face-to-Face
		Interviewing by Telephone
		Interviewing through the Internet
	Coding, Tabulation, and Analysis
		Coding and Tabulation
		Analysis
	The Respondent in Survey Interviews
		The Opening
		The Question Phase
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	SURVEY ROLE-PLAYING CASES
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
7 The Recruiting Interview
	Where to Find Talented Applicants
	Preparing the Recruiting Effort
		Reviewing EEO Laws
		Exercise #1—Testing Your Knowledge of EEO Laws
		Developing an Applicant Profile
		Assessing Today\'s Applicants
	Obtaining and Reviewing Information on Applicants
		Application Forms
		Cover Letters
		Resumes
		Letters of Recommendation and References
		Standardized Tests
		Social Media
	Conducting the Interview
		The Atmosphere and Setting
		The Interview Parties
		Opening the Interview
		The Body of the Interview
		Asking Questions
		Giving Information
		Closing the Interview
	Evaluating the Interview
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	RECRUITING ROLE-PLAYING CASES
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
8 The Employment Interview
	Analyzing Yourself
		Questions to Guide Your Self-Analysis
	Doing Research
		Research Your Field
		Research the Position
		Research the Organization
		Research the Recruiter
		Research Current Events
		Research the Interview Process
	Conducting the Search
		Networking
		Web Sites, Classified Ads, and Newsletters
		Career Centers and Employment Agencies
		The Career/Job Fair
		Knocking on Doors
	Presenting Yourself to the Employer
		Branding
		Résumés
		The Portfolio
		The Cover Letter
	Creating a Favorable First Impression
		Attitudes
		Dress and Appearance
		Nonverbal Communication
		Interview Etiquette
	Answering Questions
		Preparing to Respond
		Structuring Answers
		Responding Successfully
		Responding to Unlawful Questions
		Exercise #1—Which Questions Are Unlawful and Why?
	Asking Questions
		Guidelines for Asking Questions
		Question Pitfalls
		Exercise #2—Applicant Pitfalls
		Sample Applicant Questions
	The Closing
	Evaluation and Follow-Up
	Handling Rejection
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	EMPLOYMENT ROLE-PLAYING CASES
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
9 The Performance Interview
	Approaching the Interview as a Coaching Opportunity
	Preparing for the Performance Interview
		Reviewing Rules, Laws, and Regulations
	Selecting Review Model
		Behaviorally Anchored Rating Scales (BARS) Model
		Management by Objectives (MBO) Model
		Universal Performance Interviewing (UPI) Model
		The 360-Degree Approach
	The Performance Interview
		Planning the Interview
		Opening the Interview
		Discussing Performance
		Setting New Goals and a Plan of Action
		Closing the Interview
	The Employee in the Performance Review
	The Performance Problem Interview
		Determine Just Cause
		Prepare for the Interview
		Keep Self and the Situation under Control
		Focus on the Problem
		Avoid Conclusions during the Interview
		Closing the Interview
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	PERFORMANCE REVIEW ROLE-PLAYING CASES
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
10 The Persuasive Interview
	The Ethics of Persuasion
		What Is Ethical?
		Fundamental Ethical Guidelines
	Part 1: The Interviewer in the Persuasive Interview
		Analyzing the Interviewee
			Personal Characteristics
			Educational, Social, and Economic Backgrounds
			Culture
			Values/Beliefs/Attitudes
			Emotions
		Analyzing the Situation
			Atmosphere
			Timing
			Physical Setting
			Outside Forces
		Researching the Issue
			Sources
			Types of Evidence
		Planning the Interview
			Determine Your Purpose
			Select Main Points
			Develop Main Points
			Select Strategies
		Conducting the Interview
			Opening
			Need or Desire
			Questions
			Adapting to the Interviewee
			The Solution
			Considering the Solution
			Handling Objections
			Closing
			Summary Outline
	Part 2: The Interviewee in the Persuasive Interview
		Be an Informed Participant
			Psychological Strategies
		Be a Critical Participant
			Language Strategies
			Logical Strategies
			Evidence
			The Opening
			Need or Desire
			Criteria
			Solution
			The Closing
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	PERSUASION ROLE-PLAYING CASES
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
11 The Counseling Interview
	Ethics and the Counseling Interview
		Establish and Maintain Trust
		Act in the Interviewee\'s Best Interests
		Understand Your Limitations
		Do Not Impose Your Values, Beliefs, and Attitudes
		Respect Diversity
		Maintain Relational Boundaries
		Do No Harm
	Prepare Thoroughly for the Counseling Interview
		Select an Interviewing Approach
		Select a Structure
		Select the Setting
	Conducting the Interview
		The Opening
		Encourage Self-Disclosure
		Listen
		Observe
		Question
		Respond
		The Closing
		Evaluate the Interview
		The Telephone Interview
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	COUNSELING ROLE-PLAYING CASES
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
12 The Health Care Interview
	Ethics and the Health Care Interview
	Patient-Centered Care (PCC)
		Sharing Control
		Appreciating Diversity
		Creating and Maintaining Trust
	Opening the Interview
		Enhancing the Climate
		Establishing Rapport
		Opening Questions
	Getting Information
		Barriers to Getting Information
		Improving Information Getting
		Addressing the Language Barrier
	Giving Information
		Causes for Loss and Distortion of Information
		Giving Information More Effectively
	Counseling and Persuading
		Barriers to Effective Counseling and Persuading
		Effective Counseling and Persuading
	Closing the Interview
	SUMMARY
	KEY TERMS AND CONCEPTSTS
	HEALTH CARE ROLE-PLAYING CASES
	STUDENT ACTIVITIES
	NOTES
	RESOURCES
Glossary
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Author Index
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Subject Index
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