LEARNING OUTCOME NO 5: CONDUCT INTERVIEWS

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

5.1 Employ a range of appropriate Role play an interview situation

communication strategies in interview
situations

5.2 make and maintain records of Apply appropriate communication strategies

interviews in accordance with
organizational procedures.

5.3 use effective questioning, listening an

nonverbal communication techniques to
ensure that required message is
communicated.

Definition of key terms

Interview: - an interview is said to have taken place when two or more people meet to
achieve a predefined objective through mutual interrogation. Asking and answering
questions
usually characterize it.

Nonverbal communication techniques – these includes the use of nonverbal cues such as
body language e.g. gestures, tonal variation, facial expressions such as smile, eye contact
etc.

5.1 Communication Strategies in Interview Situations.

Importance / purpose of interviews

Interviews are conducted for various reasons:

 ● Employment purposes. – helps in selecting the most suitable candidate or team.

● To get information. - it helps is getting a lot of details on the personality of the

candidate, the interviewer may also get information about worker’s attitudes, working
conditions, managerial effectiveness etc.
● It gives the candidate a chance to know more about the job or course applied for and
the organization.
● To give information (periodic evaluation of as a means of communication.)

● Interviews are also helpful in promotions and transfers.

● To evaluate a person. The interviewer and the interviewee get to know each other.

● Change behavior

● Interact and improve relationships

● Provide counseling services.

Types of interviews

Job selection interviews-

● the purpose of a job selection interview is three fold: -Finding the most suitable
candidate for the job, ensuring that each candidate understands the job and any future
prospects to be able to decide whether he/she wants the job or not, and making all the
applicants feel that they were given a fair treatment whether they get the job or not.

Promotion interviews

● conducted when an employee has applied for a job of a higher caliber within the
organization. They are conducted in a manner similar to selection interviews, and aim
to establish whether the applicant has the necessary qualifications and abilities to
perform the job.
Appraisal interviews-

● these are a way of accessing the work done, or the progress made by individual
employees. Usually they are done at yearly intervals. Their results aid in planning
promotions, training or transfers. They may give employees a chance to comment
on the organization procedures.
Instructional interviews-

● interviews used to issue instructions about new procedures. They involve explanation
and demonstration of the procedures concerned.

Disciplinary interview

● -these are the least pleasant, and are conducted when an employee has been accused
of committing a breach of the company’s policies. These should be conducted on
the basis of sound, factual knowledge the objective being to arrive at the truth.

Grievance interviews-: -takes place when an employee feels that another member of the

organization has treated him/her wrongly. These should be conducted on the basis of

sound, factual knowledge the objective being to arrive at the truth. In many organizations

there is a clearly defined grievance procedure.

Decisions making interviews-

● These are essentially meetings between company members of equal status.

Face to face interview

Panel interview

Group interview

Telephone interview

Competency based interview

 Formal / informal interviews

Portfolio based interviews

COMMUNICATION STRATEGIES FOR INTERVIEWS

The structure of and interview

i) In preparation, develop the interview action plan.

Interview action plans are beneficial and can help throughout the interview process. It
needs to be carried out before any interview at hand. Interview action plans are beneficial
as they give the interviewee a chance to prepare questions, look into the organization and
sell themselves in the best way possible. Interview action plan for the interviewer require:
● Preparation of content if there is need e.g. a list of specific questions or general
subjects.

● Determine the objectives of the interview

● Physical preparations to include: - obtaining a suitable room for the interview.

Make proper sitting arrangements for candidates in the waiting room

● Make the interview room conducive for the interview -that is- no interruptions.

●Know the profile of the job to be filled.

●Know the type of personality, character and temperament required for the job.
●Send interview messages on time to candidates.

For the interviewee, action plans require:

●Researching into the company / industry- gather much information about the
company as possible e.g. their operations, services, personnel remunerations.
●Make sure you know everything there is to know about yourself such as your
academic qualifications, ambitions, hobbies work experience etc.
●Prepare for any concerns i.e. if you anticipate concerns.
●Prepare for gist i.e. why you need the job/ course/ opportunity.
●Prepare for any questions part of the interview and prepare appropriate answers
for predicted questions.
●Prepare to market/ sell yourself.
●Plan how you will dress - Dress appropriately, example for men a black or navy
blue suit and a plain light colored shirt may be winning colors.
●Arrive for, the interview on time – 30 minutes before the time of the interview.
●Organize all the documents / certificates you will carry for the interview.
ii) creating rapport

In the opening , it is important to create rapport. Rapport refers to the connection between
two people i.e. the spoken and unspoken words that elicit the feeling of being on the same
page. It is important in an interview since the immediate impression of a person is very
critical. It should be a priority to any immediate impression of an interviewee. A good
rapport creates more similarities and minimizes the differences.

Tips to developing a rapport:

The interviewer
● explain the purpose of the interview. As soon as the interview begins, it is
prudent to explain the interview process well. This will allow the interviewee to know
what is expected of him/ her.
● Establish the tone and the atmosphere of the interview e.g. formality or
● informality
● deliver sincere greeting.
● use the interviewees name.
● established by the layout of the room, the number of interviewers etc.
The interviewee
 Smile
 Establish and maintain eye contact.
 Use the interviewer’s name.
 Listen more and talk less.
 Maintain an upright body posture.
NOTE: in developing rapport always remember that first impression counts. Take a
genuine interest in the interviewer, organization and the job, remember to match the
interviewers style in language and talk.

iii. The Body of the interview - it entails eliciting information and facts in interviews.
Getting information and facts is the main idea behind interviews. Interviewers need to:
● Ask the right questions- interviewers need to use questions, language and
means to get right information and they should avoid sarcasm or obscure humor.
● Through use of questions, interviewers get the information they want as well
as guide the interview along productive lines.
● Avoid –leading questions, double negative type of interrogation.
● Make interviews conversational and not confrontational.
 ● Careful reviewing of the interviewee’s resume helps to know more about the
interviewee. This helps in getting important information that can be explained
further by the interviewee.
● Listen to the answers.

iv) The close.

The interviewer

● The interviewer should explain to the interviewee what will happen next, and
possibly give a time frame.
● After the interview, be sure to make a record of the impression of the
interview as soon as possible go over your notes while they are still fresh in your
mind.
● Once the decision is made, communicate with the applicant soon as possible
●

Types of interview questions

Open questions. The type of who...what...where? etc. Require the interviewee to pit
answers into complete sentences. They encourage the interviews to talk at length and keep
the interview flowing. They are however time consuming and give the interviewer little
control of the interview.

Closed questions Yes no r questions that require short answers. These obtain

answers only to the questions asked. Do not allow the interviewee to express

personality and makes easier for the interviewee to conceal information.

Probing questions Similar to open questions, they aim to obtain a deeper meaning of an

answer. This helps clarify issues, and signify to the interviewee that the interviewer is

listening.

Multiple questions- Two or more questions asked at once. These are used to encourage

the interview to talk at length and to test interviewee ability to listen and to handle a large

amount of information.
How to conduct yourself during the interview

● Walk carefully into the interview room, do not wear a scowl or a stupid
smile when entering the interview room.
● Greet the interviewers politely. Avoid shaking hands unless interviewers
stretch their hands to you.
● Do not sit down until you have been asked to do so., adopt a natural and
upright composed posture when seated.
● Pay attention to what is being said and do not interrupt the interviewer.
● When responding, give relevant answers only and be audible for all the
panelists to hear you.
● Do not boast of your capabilities or qualifications.
● Be calm throughout the interview, do not lose your temper or argue with the
panelists as it may not work your way.
● Adopt a positive approach throughout the interview, express enthusiasm for
the job and the company. If you give am impression that you are not interested,
you may realize that the interviewer is also not interested in hiring you.
● Avoid shifting in your seat, chewing your fingers, smoothing your hair,
adjusting the knot of your tie, playing with the pen or paper. All these are signs
of nervousness. Nervousness is your worst enemy in any interview.
● When asked about your previous employer, be frank but do not criticize
your former employer. Mention the positive aspects of your former employer.
● Ask questions where full information has not been provided by the
interviewer.
● When the interview is over, do not forget to thank the interviewer. You can
ask tactfully when the results will be made known to you.

NOTE

In interviews, non-verbal communication cues matter a lot. In addition to the spoken

words, both the interviewer and the interviewee need to take charge of them and act
appropriately. They include:
● Eye contact
● Confident handshake if possible
● Effective gestures
 ● Authoritative facial expressions
● Initiating interactions
● Voice tones
● Giving full attention
● Response to others nonverbal cues

Advantages of interviews.
● Immediate feedback.

● Highly interactive ideas can be exchanged.

● Non- verbal cues are easily observed for honesty and openness.

● Helps change behavior.

● Useful for handling conflicts.

● Useful for confidential matters.

Problems involved in interviews

● The interviewee is usually nervous.

● Limited interview time

● Artificial as both parties are at their best behavior.

● Lack of training in interviewing and counseling.

● Lack of honesty by the interviewee

● . Interviewer might be prejudiced or judgmental.

INTERVIEW RECORDS
Records of interviews are made and maintained in accordance with organizational
procedures.it is necessary to keep the interview records. This should be done accurately
and carefully in accordance with the organizational procedures.
The purpose of keeping and maintain interview records
 ● It gives chance for follow-up on employee even after he/ she has been
absorbed in the organization.
● It also gives a chance for production should their records be required for
exhibits.

EFFECTIVE QUESTIONING, LISTENING AND NON-VERBAL TECHNIQUES

USED TO ENSURE THAT THE REQURED MESSAGE IS COMMUNICATED.

I. EFFECTIVE QUESTIONING TECHNIQUES

In conducting interviews, questioning techniques is key. Interviewees answer
questions that they are asked; therefore, should an interviewer ask a wrong
question, he/ she will get a wrong answer. Asking the right questions during an
interview is at core of eliciting facts and information required by the interviewer.

Tips to use in questioning during an interview

● Use open ended questions in finding more details, opinions and
developing conversations.
● Closed questions are good in frame setting, testing understanding and
making conditions.
● Funnel questions should be used in finding more details about a specific
point or when gaining interest in an issue.
● Use probing questions to gain clarifications and draw information.
● Leading questions should be used with care because they don’t elicit
much information.

II. LISTENING TECHNIQUES

Listening during an interview is just as important as answering questions. Why?
● Without being attentive, it is possible not to give best response or to get the
question right.
● Listening skills are also essential in building a rapport between the
interviewee and the interviewer.
●
Tips to use in listening during an interview.
● Listen to the hidden question
● Listen to the actual question i.e., the actual thing being asked.
● Ask for more information i.e. when you actively listen, you will know when
to
ask for more information.
● Listen in order to get the interviewer’s attention.
III. NON-VERBAL COMMUNICATION TIPS
NVC plays a big role during interviews. This non-verbal communication matters as soon as
one walks into the interview room and sometimes even more important than verbal
communication.

Tips to use in NVC during interviews

● Make/ maintain eye contacts with the interviewer.
● Smile and nod appropriately. Do not overdo it.
● Be polite and stay calm.
● Use appropriate facial expressions.
● Initiate interactions if possible.
● Use of voice i.e. be audible enough.
● Give full attention to the interviewer.
● Sit upright, do not lean back.

Revision questions
1. Define the term interview.
2. Give two reasons for conducting interviews.
3. Give three examples of nonverbal communication skills for interviews.
4. briefly explain how you would develop a rapport during an interview.
5. Name any one thing that an interviewee should not do during an interview.
6. Explain how an interviewee can use listening as a skill during an interview.

Practical assessment
1. You have been invited for an interview. Briefly demonstrate how you will prepare for
it.
2. As the Human Resource Manager of Dalap Investment, elaborate how you will get the
required information/ facts from interviews.
3. As one of the candidates for an advertised post, you are required to develop a rapport.
Elaborate how you will develop a rapport with your interviewer.