1、Management CommunicationChapter 7Interview Objectives 1. Interview;2. Job interview;3. Interviewing skills.Interviewing types1. Job interview;2. Interview of information collecting;3. Interview of information issuing;4. Interview of problem solving: evaluating interview; rectifying interview; consul

2、ting interview.ReturnJob interview1. Interviewing modes;2. Interviewing procedures;3. Principles of interviewer;4. Errors in the interview;5. Skills for job seeker.ReturnInterviewing modes1. Discourse interview;2. Stimulated operating interview.1. Structuring interview;2. Unstructuring interview.1.

3、Individual interview: one-one interview; experimenter interview.2. Team interview;3. Group discussion.1. The first interview;2. The second interview;3. The third interview.ReturnInterviewing procedures1. Working analysis;2. To confirm aims;3. To formulate interviewing questions;4. To confirm evaluat

4、ion standards;5. To form interviewing team and practice.ReturnContents of interviewing questions 個人背景，家庭情況，學習經歷，工作經歷等； 個人成就，學業成績，工作成績，獎賞情況，專長等； 理論知識，實踐經驗，知識面或有關常識等； 興趣愛好，職業興趣，知識興趣，生活情趣等； 邏輯思維能力，分析問題能力，語言表達能力等； 價值觀念，是非標準，個人理想等； 求職動機及意愿，應聘動因，就職期望，工作要求等。ReturnPrinciples of interviewer 1 只問與工作有關的問題 2 不要

5、過早作出判斷 3 掌握面試時間 4 對每一個求職者一視同仁 5 對求職者要充分重視 6 注意非語言行為 ReturnErrors in the interview Comparability error; Comparison error; Negative information; Sex and age bias; First impression error; Halo effect.ReturnSkills for job seeker1 一個了解一個了解 2 兩個切忌兩個切忌 1)忌好高騖遠，不切實際。忌好高騖遠，不切實際。 2)忌妄自菲薄，患得患失。忌妄自菲薄，患得患失。3 三個準

6、備三個準備 （1)心理準備。心理準備。 （2)業務知識的準備。業務知識的準備。 （3)體能、儀表準備。體能、儀表準備。4 掌握四個度掌握四個度 （1） 體現高度，體現高度， （2） 增強信度。增強信度。 （3）表現風度。）表現風度。 （4） 保持熱度。保持熱度。 5 弄清五個問題弄清五個問題 （1)弄清單位性質。弄清單位性質。 （2)弄清錄用后是否簽訂聘用合同或勞動合同。弄清錄用后是否簽訂聘用合同或勞動合同。 （3)問工資、工時。問工資、工時。 （4)問保險。問保險。 （5)問福利待遇。問福利待遇。 ReturnInterviewing skills1. Questioning techniq

7、ues;2. Techniques for arouding the topic;3. Techniques for maintaining a topic;4. Listening techniques;5. Techniques for ending a topic;6. Nonverbal communication techniques.ReturnQuestioning techniques1.Questionging or interactive listening?2.Closed & open questions.3.Multiple questions.4.Leadi

8、ng questions.5.Probing questions.6.Blockbusting questions.7.“About” questions.8.Reflective questions (active listening).9.Hypothetical questions.10. Challenge questions.11. Framing questions.12. Silence.ReturnClosed & open questionsClosed. A closed question is one to which there is only one answ

9、er: What year was the Battle of Hastions? Do you like spaghetti bolognese? What kind of mainframe computer does your company use?Closed & open questions Open. An open question is one to which there are many possible answers: What is your opinion on the current crisis? How do you feel about worki

10、ng with flexitime? What would you do if you won $1,000,000? ReturnMultiple questions A multiple question is a string of several questions: “Well, I have with me the captain of the French rugby team. Now tell me, what do you think of your chances in the next world cup now that New Zealand have lost t

11、heir star goal kicker? Do you think it will set them back? And do you believe your present string of successes will continue? Also,how about England losing against Romania? Is this going to affect next years tournament?”ReturnLeading questionsThese are questions that indicate the desired response: O

12、h, I see you started your career with XYZ Internaional? Yes. Ah, good, and you were promoted after three years to district sales manager? Thats right. Good-er-must have done a good job then? Well,you know. Yes,oh,and then two years as regional manager? Yes. ReturnProbing questionsThese are closed qu

13、estions seeking specific information you need:EXAMPLE How old were you then? What are the sales of ABC Ltd? How many employees do you have working for you?WHEN TO ASK When you wish to probe for facts or details When the interviewee is rambling or talking too much Return“About” questionsAbout questio

14、ns are open questions that allow the interviewee to choose which information to provide:EXAMPLES and WHEN TO ASKTell me more about.? -At the beginning of an interview to get the interviewee talking. What do you think about.? -When you wish to hear the interviewees opinions, attitudes or beliefs. How

15、 do you feel about.? -As above.When in doubt.ask about.ReturnReflective questionsThese questions reflect back to the interviewee what you think you heard:EXAMPLES and WHEH TO ASKYou seem to feel upset with .? -With children! If I understand you correctly When an interviewee is emotionally you.? -inv

16、olved with what is being discussedIn other words, you dont.? -When the interviewee is being incoherent. You thought, perhaps, he was When you do not wish to over- reacting? -influence the interviewee with your own opinions or beliefs.ReturnHypothetical questionsThese are open questions that ask for

17、information in a hypothetical situation:EXAMPLES and WHEN TO ASK What would you do if. -When you wish to test creativity. Could we role-play this situation? -To test selling or public speaking skills Ill be the customer/student. What could have happened if.? -When you wish to see how quickly/logical

18、ly the interviewee thinks.ReturnChallenge questionsThis type of open question challenges the interviewee to provide back-up information:EXAMPLES and WHEN TO ASKThe evidence Challenge:What will you accept as evidence to test interviesees approach to of success? -objectives and targets.The Missing Lin

19、k Challenge: What information are we still to probe the interviewees analyical and missing before we can.? -planing abilities.The Devils Advocate Challenge: What would argue against what a way of challenging an interviewees youre proposing? -objectivity ReturnFraming questionsThis type of open quest

20、ion asks for information that fits into the framework of your discussion:EXAMPLES and WHEN TO ASKThe Outcome Frame:What is the real outcome youre to test planning ability and to probe aiming at? -reasons for actions. The Backtrack Frame:How did you see things at the time? -To help put information in

21、 context.The Relevance Frame:Help me to see how this fits when you cant see why a point was in which.? -brought up but want to get the interview back on track by giving the benefit of the doubt .ReturnSilence Silence can be a useful questioning technique:EXAMPLES and WHEN TO USE Up to 5 senconds sil

22、ence. - To allow interviewee to collect thoughts; courtesy. 5-20 seconds silence. -To encourage interviewees to share information they probably want to keep to . 20 seconds silence or more. -To pressurise for confidential information or to obtain concessions/confessions. ReturnTechniques for aroudin

23、g the topic Oneself:可簡單透露自己的感受或近況 例：我近來學習比較忙，常常要復習到深夜。 The other party：從對方身上發掘話題，衣著外表首飾等都是題材 例：你這件外套真好看，是在那里買的呢？ Environment or popular topics: 例：呀！最近天氣涼了許多，真要穿件衣服 To extend greetings to: 例：你最近怎樣呀？ To praise: 例：孩子長得多可愛！ ReturnTechniques for maintaining a topic1. Informal discussiosn;2. Self revealin

24、g;3. Common interests and topics;4. Changing the subjects.ReturnSelf revealing Contents: experience; opinion; feeling. 明：東，你放假去了那里玩呀？ 東：去了北京，玩了十四日，很好玩呀 明：我上次放假也去了北京玩，都覺得很好玩。你認為哪里最好玩? 東：我覺得去長城最好玩，不過處處都要收錢，真掃興。 明：是啊！我也有同感，我覺得現在北京變得商業化，不像以前了。 ReturnListening techniquesListening test: A: circle the term

25、 that best describes you as a listener:1. superior 2. above average 3. below average 4. terrible 5. excellent 6. average B: on a scale of 0-100 (100=high ) how would you rate yourself as a listener? C: how do you think the following proplem would you rate you (0-100) as a listener?1. your best frien

26、d. 2. a subordinate. 3. your boss. 4. your spouse. 5. a business colleague.returnNonverbal communication techniques1. Type interpretation of paralinguistics;2. Types of body language.ReturnType interpretation of paralinguistics1. Timing;2. Tone / inflection;3. Speech errors;4. Accent;5. Choice of wo

27、rds;6. Verbal tics;7. Emphasis.ReturnTypes of body language1. Expressions of emotion;2. Eye contact;3. Sitting & standing;4. Postures & gestures: hands;5. Sound rays;6. Orientation & proximity;7. Looks & appearance.ReturnSitting & standing 1)Arms up. -Reserved,defensive. 2)Arm /

28、leg cross. -Closed,unconvinced. 3)Lean forward. -Ready! 4)Lean back. - Confident superiority. 5)Lint-picking. -Disapproval. 6) Thumbs out In charge! -Dominant. 7) Fig leaf. -Self-control, tense. 8) Arms out, Palms up. -Open, sincere,conciliatory. 9) Table lean. -Authoritative, invoived . 10) Lean on. -Unthreatened, casual belongingness. ReturnPostures & gestures: hands 1)STEEPLING. -Self-confidence 2)HAND CLASP. -Anxious,controlled 3)NOSE TOUCH. -Doubt 4)L CHIN REST. -Critical evaluation 5)MOUTH BLOC