Real Communication An Introduction

Appendix A   Competent Interviewing^507

response. A good question is clear, relevant, and unbiased. To create clear ques-

tions, consider the following criteria:

c Make questions understandable. Ask the classic and simple news reporter’s

questions of who, what, when, where, why, and how before you proceed to

more complex ones (Payne, 1951).

c Ensure that the wording of the questions is as direct and simple as possible.

For example, asking “For whom did you vote in the last mayoral election?”

will get you a more precise answer than asking “How do you vote?”

c Keep the questions short and to the point.

Goal Description Example

Clarify the task Orient the interviewee, who

may not be well informed

about the reason for the

interview.

“As you may know, we’re looking

for ways to increase productivity

among our sales associates. I’m

hoping you will help me jump-start

this initiative.”

Define the

relationship

Make a connection to a

third party respected by the

interviewee to put him or

her at ease.

“I was referred to you by Liam

Fitzpatrick, who told me that

you’ve done great work for him

in the past.”

Determine the

motivation

Request the interviewee’s

advice or assistance with

regard to a problem.

“Perhaps you can give me insight

into the way things work between

your division and marketing.”

TABLE A.1

SAMPLE INTERVIEW

OPENING TECHNIQUES

TABLE A.2

SECONDARY

QUESTIONS

Behavior Definition Example

Clarification Directly requests more

information

“Could you tell me a little more

about the reasons you chose to

join the military after high school?”

Elaboration Extends the request for a

response

“Are there any other specific

features that you consider important

in your search for a new house?”

Paraphrasing Rephrases the questioner’s

response to establish

understanding

“So you’re saying that the type of

people you work with is more im-

portant to you than location?”

Encouragement Uses brief sounds and

phrases to indicate atten-

tiveness and interest

“Uh-huh,” “I see,” “That’s interest-

ing,” “Good,” “Yes, I understand.”

Summarizing Pulls together major

points and seeks confir-

mation of correctness

“Let’s see if I’ve got it: your ideal

job involves an appreciative boss,

supportive colleagues, interesting

work, and living in a large metro-

politan area?”

Clearinghouse Asks if you have elicited

all the important or avail-

able information

“Have I asked everything that I

should have asked?”

Source: Adapted from O’Hair, Friedrich, & Dixon (2011).

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