Listening in interviews – top tips

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Listening in interviews – top tips

The tips in this document bring together insights about how to listen actively and effectively. Take up to 5 minutes to review and reflect on the tips. Which of these do you naturally do and which do you need to work on?

Listen actively

Active listening is an interactive process combining the 4 activities of hearing (or the equivalent), observing, reacting, and questioning. When actively listening, you demonstrate by word or gesture that you are listening and interested. Listening is a vital interview skill. One of your main goals is to allow the candidate the freedom to speak while you listen effectively.

Listen effectively

When listening properly to someone, we can increase their ability to express themselves. This is exactly what we want to do during an interview. Using the techniques of active listening enables you to:

• build rapport• ask relevant questions• structure the interview• spot and follow up on inconsistencies• identify discomfort and enthusiasms• gather accurate evidence• move the discussion forward

Barriers to effective listening

We can all be distracted by different physical, environmental or psychological stimuli. You must be aware of what distracts you to ensure it does not interfere with your ability to listen.

Physical factorsYour personal physical condition can play an important role in effective listening. Try to make sure you’re not:

• tired• stressed or ill• hungry• uncomfortable• needing to go to the toilet

The interviewee may interpret your discomfort as disinterest, disagreement or disengagement, which can damage rapport.

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Environmental factorsEnvironmental factors can also impact how you listen effectively. External noises might be distracting or it could be too hot or cold to concentrate. Other factors include:

• poor room layout• dim light• lack of privacy• mobile phones left on• gather accurate evidence• move the discussion forward

Other barriersIt is important that you do not draw unfair conclusions which prevent you from listening as actively. These may include:

• first impressions: you are not initiallyimpressed. Do you listen as actively?

• accent: if a candidate’s accent is strongand you find them difficult to understand, doyou find yourself focussing on this ratherthan what they are saying?

• pre-conceived ideas: do you have them?(think carefully, you might overlook them)

• dress sense: are you put off if thecandidate isn’t as smartly dressed as you?Do you disengage?

• use of language and colloquialisms: doyou form judgements and therefore switchoff slightly? Do you have problemsunderstanding and find listening difficult?

• interruptions: these could impact on activelistening by distracting you from what theperson is saying

Techniques you can use for effective listening

• Consider your interview location – aquiet, private room will help the candidate torelax.

• Regular eye contact – shows you’reengaged and in the conversation. Avoidstaring directly into their eyes for too long asthis can be intimidating.

• Appropriate body language – helps buildrapport; for example, you can encourage acandidate to say more, or less, by the wayyou nod and your facial expression.

• Make sure you are comfortable – are youtoo hot or cold for example? If you arecomfortable you are less likely to bedistracted, and more able to listeneffectively.

• Minimise distractions – is there noiseoutside or is a mobile not switched off?

• Best practice in note taking – people findthis hard to do when listening at the sametime. You will find it easier if you simply writedown what the candidate says, not youropinion on it. It is best practice to write thefacts, not your judgement at the time – youcan then review this later to make yourdecision. You should refer to yourdepartments policy on retaining interviewnotes.

• Don’t think too far ahead – listen to theanswer to the question you have askedrather than focusing on what you’re goingto ask next.

• Summarise – repeat back what you haveheard the candidate say. It helps confirmthat you have understood them correctlyand shows you are listening.

• Reflection – reflect on the feelings you areobserving in the candidate. It is easy tomisinterpret other people’s feelings and it isimportant that they should be given thechance to clarify them.