Chapter 1 An Introduction to Interviewing

The Essential Elements of Interviews

Parties

Purpose

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 Reviews

Counseling Interviews

Persuasion Interviews

Technology and Interviewing

The Focus Group Interview

The Telephone Interview

The Videoconference Interview

The E-Mail Interview

The Virtual Interview

Webinars

SUMMARY

KEY TERMS AND CONCEPTS

AN INTERVIEW FOR REVIEW AND ANALYSIS

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 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

Combination of Approaches

Perceptions of Interviewer and Interviewee

Perceptions of Self

Perceptions of the Other Party

Communication Interactions

Levels of Interactions

Gender, Culture, and Self-Disclosure

Verbal Interactions

Nonverbal Interactions

Feedback

Listening for Comprehension

Listening for Empathy

Listening for Evaluation

Listening for Resolution

The Interview Situation

Initiating the Interview

Perceptions

Time of Day, Week, and Year

Place

Surroundings

Territoriality

Outside Forces

SUMMARY

KEY TERMS AND CONCEPTS

AN INTERVIEW FOR REVIEW AND ANALYSIS

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 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

Loaded Questions

Exercise #2—Identification of Questions

Common Question Pitfalls

The Bipolar Trap

The Tell Me Everything

The Open-to-Closed Switch

The Double-Barreled Inquisition

The Leading Push

The Guessing Game

The Yes (No) Response

The Curious Probe

The Quiz Show

Complexity vs. Simplicity

The Don’t Ask, Don’t Tell

Exercise #3—What Are the Pitfalls in These Questions?

SUMMARY

KEY TERMS AND CONCEPTS

AN INTERVIEW FOR REVIEW AND ANALYSIS

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 4 Structuring the Interview

The Body of the Interview

Interview Guide

Interview Schedules

Exercise #1—Interview SchedulesvQuestion Sequences

Opening the InterviewvThe Two-Step Process

Verbal Opening TechniquesvNonverbal Communication in Openings

Exercise #2—Interview Openings

Closing the Interview

Guidelines for Closing Interviews

Closing Techniques

Exercise #3—Interview Closings

SUMMARY

KEY TERMS AND CONCEPTS

AN INTERVIEW FOR REVIEW AND ANALYSIS

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 5 The Informational Interview

Preparing the Interview

Determine Your Purpose

Research the Topic

Study the situation

Structure the Interview

Selecting Interviewees and Interviewers

Selecting Interviewees

Selecting Interviewers

Relationship of Interviewer and Interviewee

Choose the Location and Setting

Opening the Interview

Conducting the Interview

Motivating Interviewees

Asking Questions

Phrasing Questions

Note Taking and Recording

Handling Difficult Situations

Handling Difficult Interviewees

Closing the Interview

Preparing the Report or Story

The Interviewee in the Probing Interview

Do Your Homework

Understand the Relationship

Be Aware of the Situation

Anticipate Questions

Listen to Questions

Answer Strategically

SUMMARY

KEY TERMS AND CONCEPTS

A PROBING INTERVIEW FOR REVIEW AND ANALYSIS

PROBING ROLE -PLAYING CASES

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 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 Techniques

Selecting and Training InterviewersNumber 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 CONCEPTS

A SURVEY INTERVIEW FOR REVIEW AND ANALYSIS

SURVEY ROLE -PLAYING CASES

Chapter 7 The Recruiting Interview

Where to Find Good Applicants

Preparing the Recruiting Effort

Reviewing EEO Laws

Exercise #1—Testing Your Knowledge of EEO Laws

Developing an Applicant Profile

Assessing What Applicants Want

Obtaining and Reviewing Information on Applicants

Application Forms

Resumes

Cover Letters

Letters of Recommendation and References

Standardized Tests

Social Media

Conduct the Interview

The Atmosphere and Setting

The Interview Parties

Opening the Interview

The Body of the Interview

Closing the Interview

Asking Questions

Common Question Pitfalls

Traditional Questions

Nontraditional Questions

Closing Thoughts on Use of Questions

Giving Information

Evaluating the Interview

SUMMARY

KEY TERMS AND CONCEPTS

A RECRUITING INTERVIEW FOR REVIEW AND ANALYSIS

RECRUITING ROLE -PLAYING CASES

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 8 The Employment Interview

Analyze Yourself

Questions to Guide Your Self-Analysis

Do Your Homework

Research Your Field

Research the Organizations

Research the Recruiter

Research the Position

Research Current Events

Research the Interview Process

Conduct the Search

Networking

Social Media

Web Sites, Classified Ads, and Newsletters

Career Centers and Employment Agencies

The Career/Job Fair

Knocking on Doors

Presenting Yourself to the Employer

Branding

Resumes

The Portfolio

The Cover Letter

Creating a Favorable First Impression

Relationship of the Interview Parties

Nonverbal Communication

Interview Etiquette

Answering Questions

Preparing to Respond

Structuring Answers

Respond Successfully

Respond Unsuccessfully

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 CONCEPTS

AN EMPLOYMENT INTERVIEW FOR REVIEW AND ANALYSIS

EMPLOYMENT ROLE-PLAYING CASES

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 9 Approaching the Interview as a Coaching Opportunity

Preparing for the Performance Interview

Reviewing Rules, Laws, and Regulations

Selecting a Review Model

Behaviorally Anchored Rating Scales (BARS) Model

Management by Objectives (MBO) Model

Universal Performance Interviewing Model

The 360-Degree Approach

Conducting the Performance 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 CONCEPTS

A PERFORMANCE INTERVIEW FOR REVIEW AND ANALYSIS

PERFORMANCE REVIEW ROLE -PLAYING CASES

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 10 The Persuasive Interview

The Ethics of Persuasion

What Is Ethical?

Fundamental Ethical Guidelines

Part I: The Interviewer in the Persuasive Interview

Analyzing the Interviewee

Personal Characteristics

Education, 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

Language Strategies

Logical Strategies

Evidence

Be an Active Participant

The Opening

Need or Desire

Criteria

Solution

The Closing

SUMMARY

KEY TERMS AND CONCEPTS

A PERSUASIVE INTERVIEW FOR REVIEW AND ANALYSIS

PERSUASION ROLE -PLAYING CASES

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 12 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 Beliefs, Attitudes, and Values

Respect Diversity

Maintain Relational Boundaries

Do No Harm

Prepare Thoroughly for the Counseling Interview

Anticipate Questions and Responses

Consider Interviewing Approaches

Select a Stature

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 CONCEPTS

A COUNSELING INTERVIEW FOR REVIEW AND ANALYSIS

COUNSELING ROLE -PLAYING CASES

STUDENT ACTIVITIES

NOTES

RESOURCES

Chapter 13 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

Getting Information

Barriers to Getting Information

Ways to Improve 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 CONCEPTS

A HEALTH CARE INTERVIEW FOR REVIEW AND ANALYSIS

HEALTH CARE ROLE -PLAYING CASES

STUDENT ACTIVITIES

NOTES

RESOURCES

Glossary

Author Index

Subject Index