Chapter 2 - Interview & Skills for Interview

Question 1

3 Types of Interview

Answer 1

1) Structured
2) Semi-Structured
3) Unstructured

Question 2

Structured Interview

Answer 2

The questions are predetermined in both topic and order.

Question 3

Semi-structured interviews

Answer 3

A blend ofstructuredandunstructuredtypes of interviews.
- Structured: the interviewer has an idea of what questions they will ask.
- Unstructured: the phrasing and order of the questions are not set.
- Often open-ended, allowing for flexibility.

Question 4

Unstructured interviews

Answer 4

None of the questions are predetermined In both topic and order.

Question 5

Principles of Effective Interviewing

Answer 5

• Proper attitude – apply active listening & be professional.
• Responses to avoid (know which responses to avoid)
• Effective responses
• Responses to keep the interaction flowing (keep on asking questions and don’t let the situation become awkward and leave it hanging)
• Measuring understanding (ensure the clients understood what you’re trying to deliver)

Question 6

The Proper Attitudes

Answer 6

Attitudes related to good interviewing skills include warmth, genuineness, acceptance, understanding, openness, honesty, and fairness.

Question 7

Responses to Avoid (JPFH)

Answer 7

• Judgmental or evaluative statements
• Being judgmental means evaluating the thoughts, feelings, or actions of another.
  E.g.: For terms such as good, bad, excellent, terrible, disgusting, disgraceful, and stupid, we make evaluative statements.
• Probing statements
• The most common way to phrase a probing statement is to ask a question that begins with “Why?”
  E.g.: “Why did you stay out so late?,” we are demanding that the person explain his or her behaviour.
• Asking “Why?” tends to place others on the defensive.
• False reassurance
• False reassurrance is telling someone that “everything will be just fine” when it clearly might not be.
• The reassuring statement attempts to comfort or support the interviewee: E.g.: “Don’t worry. Everything will be all right.”
  Though reassurance is sometimes appropriate, you should always try to avoid false reassurance.
• Hostile responses
• The hostile statement directs anger toward the interviewee.

Question 8

RESPONSES TO KEEP THE INTERACTION FLOWING

Answer 8

1) Transitional phrase – minimal encourages “I see” “Go on” “Seriously?” “For real” “Oh yeke?”

2) Verbatim Playback
- Repeats the interviewee’s exact words
- nk tngok detail verbal and non-verbal (kena type every exact thing yg client sebut, recording session 1 hour, and kita kena record video and buat verbatim (type in exactly the same words)

3) Paraphrasing & restatement
- Repeats interviewee’s response using different words
- Paraphrasing was applied every single day in our life

4) Empathy & Understanding

5) Summarizng and pulls together the meaning of several respinses
- Clarifies the interviewee’s response
- bila dia ckp sikit, kita summarise 10 stories

Question 9

MEASURING UNDERSTANDING (5 LEVEL OF RESPONSES)

Answer 9

1) Level-one responses: little or no relationship to the interviewee’s response

2) Level-two response: communicates a superficial awareness of the meaning of a statement.

3) Level-three response: is interchangeable with the interviewee’s statement. Paraphrasing, verbatim playback, clarification statements, and restatements are all examples of level-three responses.

4) Level-four and level-five responses: not only provide accurate empathy but also go beyond the statement given. (Bonding between family, when it is beyond empathy)