Management Communication N4 Notes- Module 4 -Interviewing

Define an interview

An interview is defined as a preplanned, formal, direct or indirect oral conversation between 2 or more people to exchange information about a specific subject.

• Interviews are used in the business world for recruitment and selection of staff, dealing with staff grievances and complaints, taking disciplinary action or any staff relations.
• Interviews always involve two parties either individuals or a panel of interviewers interviewing the interviewee.
• The parties meet face to face at a specific time and place decided upon before hand.
• The setting of an interview should contribute to a relaxed relationship.
• There are different types of interview which are divided into two broad categories namely

The interview is a communication process

An interview is a specific form of communication that involves two parties: the interviewer and the interviewee. The interviewer sends a message in the form of questions, and the interviewee receives and decodes the message. The interviewee then provides an answer, which becomes the message for the interviewer. This back-and-forth process of sending and receiving messages is a circular communication process.

The interview is a face-to-face situation, so both verbal and nonverbal communication are used . The interviewer’s questions and the interviewee’s answers are transmitted through the medium of spoken language. Nonverbal communication, such as body language and facial expressions, can also play a role in the interview.

Points to note

• Interview is a verbal and non verbal exchange of information between the  two parties.
• The participants of the interview are the interviewee; who is the receiver and the interviewer who is the sender and encodes the questions(message) by using an understandable code e.g English.
• This is face to face communication and the interviewer chooses the medium of direct oral communication.
• The interviewer reacts by providing an answer i.e feedback to the interviewer’s questions and in turn becomes the sender.
• This shows that an interview is a circular process where the two parties continuously change roles as sender and receiver.
• During the interview, communication barriers prevent communication from taking place successfully

Informational persuasive and combined interviews

• Structured Interview (formal) is one in which a particular set of predetermined questions are prepared by the interviewer in advance.
• Unstructured Interview (informal) refers to an interview in which the questions to be asked to the respondents are not set in advance.

• Face to face
• Telephonic
• Video conference
• Taped interview

a) Semantic Barriers:

• Using words with different meanings or jargon that the other party may not understand can lead to misunderstandings.
• Example: The interviewer asks a question using technical terms that the interviewee is unfamiliar with, leading to confusion and an inability to provide a clear response.

b) Physical Barriers:

• Factors such as an unsuitable interview venue or constant interruptions can hinder effective communication.
• Example: Conducting an interview in a noisy café where both parties struggle to hear each other and get distracted by surrounding conversations.

c) Psychological Barriers:

• Power dynamics and the dominant status of the interviewer can create psychological barriers that make the interviewee feel inferior or nervous, hindering their performance.
• Example: The interviewer’s authoritative demeanor intimidates the interviewee, causing them to feel anxious and unable to articulate their thoughts effectively.

d) Intercultural Barriers:

• Ethnocentricity and stereotypes can impact communication in an interview, leading to misinterpretations and biases.
• Example: The interviewer holds preconceived notions about certain cultures and assumes certain traits or abilities based on those stereotypes, thus affecting the assessment of the interviewee.

EMPLOYMENT INTERVIEWS.

An employment interview is a two-way communication process where both the interviewer and the applicant exchange information to achieve specific objectives.

The Interviewer’s Objectives:

• Gather information about the applicant’s attitude, personality, ambition, motivation, communication skills, sense of responsibility, ability to organize, and academic and general background.
• Assess the applicant’s suitability for the position and organizational fit.
• Evaluate the applicant’s potential for growth and success within the company.
• Understand how the applicant’s skills and experience align with the job requirements.

The Applicant’s Objectives:

• Obtain more information about the company, including its values, culture, and work environment.
• Learn about the specific job requirements, responsibilities, and expectations.
• Explore opportunities for career advancement, promotions, and professional development.
• Understand the company’s training programs and potential for skill enhancement.

Summary NOTES about the job interview

• This is classified as an informational interview because during this interview the interviewer and the interviewee try to obtain and supply as much relevant information as possible so that this information is used for selection.
• During the interview, the interviewer tries to obtain information about the applicant’s attitude, personality, ambitions, motivations, communication skills, sense of responsibility, ability to organize, and academic and general background.
• The applicant tries to find out more about the job, job expectations, promotion, and training opportunities.
• The communication process between interviewer and applicant is as follows.

1. Open-ended Questions:

• These questions cannot be answered with a simple yes or no and encourage the applicant to provide detailed responses.
• Example: “What motivates you to work for our company?” “How do you handle challenges in the workplace?” “Tell me about a time when you demonstrated leadership skills.”

2. Closed-ended Questions:

• These questions require a direct “Yes” or “No” response.
• Example: “Have you ever worked in a team environment before?” “Can you work flexible hours?”

3. Specific Questions:

• These questions seek specific information and typically have only one correct answer.
• Example: “What programming languages are you proficient in?” “When did you complete your certification course?”

4. Reflective Questions:

• These questions rephrase the interviewee’s previous statement to obtain more specific information about a particular subject.
• Example:
  • Interviewee: “I enjoy problem-solving.”
  • Interviewer: “So, problem-solving is one of your strengths. Can you provide an example of how you’ve applied this skill in a previous role?”

5. Leading Questions:

• These questions are designed to guide the interviewee toward a desired answer and are often used to assess their reaction and attitude under pressure.
• Example: “Some people find working in a fast-paced environment challenging. How do you handle tight deadlines and high-pressure situations?”

6. Hypothetical Questions:

• These questions allow the interviewer to test the applicant’s intelligence, ability to think quickly, and problem-solving skills.
• Example: “If you were tasked with improving customer satisfaction, what strategies would you implement?”

TYPICAL QUESTIONS ASKED IN AN INTERVIEW.

• The interviewer considers the applicant in response of the following factors:
• Personal details – physical well being
• Personal appearance – personal manners & voice quality
• Confidence – communication abilities
• Motivation – maturity e.t.c

TYPES OF INTERVIEW QUESTIONS.

Identify and give examples of each of the interview question types.[10]

• Open ended questions – they start with what, why,how, and they cannot be answered with a simple ‘yes’ or ‘no’.
• They encourage the applicant to talk and reveal emotions and attitude e.g Why do you want to work for our company?
• Closed questions – answered with either yes or no e.g Are you a Christian?
• Specific questions –questions which require specific information and allow for one correct answer e.g When did you start marketing? Or How old are you?
• Reflective questions –questions formulated by rephrasing the interviewee’s previous statement in an attempt to obtain more information on a specific object.

E.G   Interviewee  – ‘ I love working with people?’

Interviewer – ‘ You love working with people?, How would that help you in this job?’

• Leading questions – asked in a way to get the answer required by the interviewer.
• They are asked to test the interviewee’s reaction and attitude e.g I think secretaries are overworked and underpaid, don’t you think so?
• Hypothetical questions – used to test the applicant’s intelligence, ability to think quickly and problem solving skills e.g If you where the principal of this college,what new things could you introduce?

QUESTIONS THE INTERVIEWER SHOULD AVOID:

• Do not ask to many closed questions answered with yes or no
• Do not put questions in a threatening manner.
• Do not ask questions which suggest the answer.
• Do not ask more than one question at a time.
• Do not ask questions which indicate that you are being judgemental.
• Applicant should do most of the talking.

HINTS FOR THE APPLICANT.

The success of the applicant’s interview relies on advance preparation for the interview with confidence.

1. Gathering information about the organization

• This is the first vital step towards a successful interview and it is important in that it enables you to know the basic facts about the organization.
• Examples of the information includes :- how big the organization is; how long it has been in business; products it offers e.t.c
• This information can be found in the company magazine, newsletters, pamphlets and internet.

1. Gathering information about the job requirements.

• If you know the requirements of the job you are applying for and know what type of person the company hopes to employ, you stand a better chance of having a successful interview and finding the right job.
• Information about the job include:- duties; location; working conditions; training and experience required.
• Appearance and grooming of the applicant :- first impressions last longer, therefore the applicant should dress appropriately in order to make a good impression.

Hints on dressing.

• Do not dress too casually, too dramatic or too formal.
• Men prefer to wear a suit or smart casual with a jacket.
• Women should dress smartly, appropriately and comfortably
• Try in advance your interview outfit
• Do not carry extra bags and parcels.

Remember,your appearance communicatesas much about you as a person as what you actually say.

1. Personal documents :- the golden rule is to take along only what you need. E.g  C.V, a pen, certificates, pocket size note book.

THE INTERVIEW

According to some authors, the first ten seconds of an interview can determine whether a candidate gets the job or not.

Interviewers tend to judge a book by its cover ,however, the applicant should make that cover most attractive by being punctual, good dressing, hairstyle, posture, gestures, accent and pronunciation are also important.

Good interview behavior.

1. Punctuality – Do not be too early or too late, be there at least 5-15 minutes before the interview.
2. Introducing yourself – the first ten seconds are key to successful interview therefore enter the room confidently with a smile, shakehands and greet the interviewer giving your full name and surname
3. Posture – it conveys your attitude. Be aware of how you stand ,sit or walk; sit up straight, do not look too relaxed and do not lean against anything.
4. Voice – includes register,tone,pronunciation, accent and style.
5. Eye contact
6. Gestures and facial expressions
7. Answering and posing questions
8. Listening
9. Typing and skills test

The ‘Do Nots’ of an interview.

• Do not shake hands half heartedly
• Do not avoid eye contact
• Do not slouch in the couch
• Do not dress inappropriately
• Do not smoke
• Do not be too aggressive
• Do not be hostile or arrogant

Leaving – at the end, thank the interviewer and leave the room with dignity leaving a good impression.

ROLE OF THE INTERVIEWER

Give hints for the interviewer before and during the interview. [5]

The interviewer plays the following important roles during the employment interview:

1. Preparation
2. Creating a positive climate
3. Conducting the interview
4. Concluding the interview
5. Final assessment.

DISCIPLINARY INTERVIEWS.

Defined as a preplanned; confidential; formal face to face conversation between the employer and the employee in order to persuade an employee to change his behavior and become an effective member of the work place.

Disciplinary interview can be classified as a persuasive interview and is necessary when employees break rules governing conduct in the organization especially if there is negative effect on job performance.

Situations which result in disciplinary interviews include: – assault; sexual harrasement; refusal to obey instructions; absence without permission; theft of company property; drunkenness; sleeping on duty; poor performance.

During the disciplinary interview,the verbal and non verbal communication is very important since behavior plays a role in determining how the employee is to be punished.

VERBAL COMMUNICATION OF THE DISCIPLINARY INTERVIEW.

Refers to the words used in the interview and they are determined by the following 3 factors:

1. Attitude
2. Assertiveness/aggressiveness
3. Choice of words

 NON VERBAL COMMUNICATION OF THE INTERVIEW.

It refers to the facial expressions and body language used in the interview..

Non verbal words often saymore about people and their behavior.