Interviews and Counselling

Question 1

Interview

Answer 1

a form of communication directed toward guiding, aiding and understanding another person. It is normally a face-to-face talk

Question 2

Occasions to Interview 4

Answer 2

Initial: to welcome a member to a new unit
Performance: to periodically inform the member of their progress
Assignment: to make sure the member knows exactly what is required for a special assignment
Final: when a member leaves a job/section

Question 3

Counselling

Answer 3

discussion with subordinate of his problem with the intention of arriving at a solution

Question 4

Occasions to Counsel 2

Answer 4

Corrective: a member’s performance is continuously unacceptable and he has been warned on several previous occasions
Problem: assistance in solving a personal problem, whether it stems from something on the job or not

Question 5

Objectives of Counselling 5

Answer 5

Improve morale
Increase efficiency
Increase loyalty
Improve acceptance of change
Correct problem or situation

Question 6

Approaches to Corrective Counselling 2

Answer 6

Less severe cases: sandwich technique (+ - +)

More severe cases: reverse sandwich technique (- + -)

Question 7

Approaches to Problem Counselling

Answer 7

Before: plan for session ahead of time by checking member’s personal file, ensure privacy and eliminate distractions, allow sufficient time
During: make member feel at ease, listen attentively
After: record info, impressions, and interpretations immediately after the session, make arrangements to find out about any progress

Question 8

Problem Counselling Process 9

Answer 8

1. Put member at ease (relaxed atmosphere)
2. Get member talking
3. Be attentive
4. Establish the problem
   Directive: you suggest solutions, generally less time-consuming
   Non-Directive: member suggests solutions, more appropriate when problems are more emotional in nature
   Cooperative: combination of directive and non-directive
5. Have member select best solution, ensure that member is convinced
6. Confirm plan of action
7. Assure member that they are welcome to return if necessary
8. Record information (keep confidential)
9. Follow-up (obtain feedback)

Question 9

Suggested Counselling Rules

Answer 9

Pre-establish purpose of the session
Prepare and plan beforehand
Counsel in private, undisturbed circumstances
Respect the interests and individuality of the member
Keep the conversation going but do not dominate it
Avoid questions which require merely a “yes” or “no” reply
Avoid “why” questions as they force a defensive stand
Keep views and opinions to yourself
Realize your own limitations
Refrain from giving unqualified advice
Refrain from passing value judgments
Avoid over-controlling
Do not become side-tracked for lengthy periods
Close the session positively

Question 10

Common Errors counselling

Answer 10

Perception: do not interpret the member’s words and actions in terms of your own opinions and prejudices
Appearance: do not judge based on appearance, or assume that a person has the same characteristics as a different person who looks, dresses, or behaves like them
Generalization: do not assume that a person’s habits are transferred from one situation to another
Imitation: do not imitate a pessimistic or undesirable mood
Face Value: do not believe everything you hear as this can lead to misunderstanding. Use follow-up questions to prove or disprove a point