P. 6 2 - 7 9

N4: INTERVIEWS

4.1 DEFINITION OF AN INTERVIEW P.62

• A Specialised form • Of pre-planned• Verbal and non-verbal• Interpersonal communication• Between two or more parties• On matters of mutual interest• And is completed within a

restricted period of time

4.2 INTERVIEW AS COMMUNICATION PROCESS P.62

• 2-Way communication process• Interviewer: Sender of the message• Interviewee: Receiver or respondent of message• The participants could be:

• Two individuals (prospective employer and applicant)• Group of interviewers and an individual interviewee (panel interview)

NON-VERBAL & VERBAL BARRIERS P.63

• Physical barriers• Telephone and other interruptions, broad desk, excessively bright

lighting, poor air-conditioning• Psychological barriers

• Nervous gestures, sitting at edge of the chair, lack of eye-contact, stuttering voice or a nervous giggle

• Perceptual barriers• Differences in background, qualifications, experience, religion

• Semantic barriers• When the sender and receiver of a message attach different

meanings to a particular word or expression.

VERBAL COMMUNICATION IS THE KEY P.63

• Will determine the success or failure of the process

• Use words with “shared” or “pooled” meaning (interviewer)

• Interviewer must establish common background

• Focus on respondent’s level of interviewee• Consider interviewee’s level of understanding

and experience• Rephrase words or expressions if not

understood• Avoid words with negative connotations• Communication should be spontaneous and

natural but it is still formal thus no slang!

4.3 BROAD INTERVIEWING CATEGORIES P.64

• Persuasive interview: to make someone change his views or pattern of behaviour; to influence thoughts

• Informational interview: to gain, provide or exchange information

An employment interview is a combined informational and persuasive interview with the emphasis on the informational interview (interviewee provides information) but he also tries to persuade the interviewer (to get them to hire the interviewee)

4.4 THE ROLE OF THE INTERVIEWERP.64

• Ensure the venue is properly prepared• No telephonic or other interruptions• Know what the position entails• Should welcome the applicant, invite him to be

seated, put him at ease

• Conversation should be quickly directed to purpose of interview• Incisive questions should be asked (avoid embarrassing ones)• Resist temptation to do all the talking during the interview• Make sure interviewee understand all questions• Give applicant opportunity to ask questions throughout• Indicate to the applicant that the interview is conclude: rise, greet etc• Thank interview to be thanked for taking the time to attend• Rate the applicant inconspicuously

DIFFERENT TYPES OF QUESTIONSP.65

Type of question• Open-ended

• Closed

• Specific• Reflective

• Leading

• Hypothetical

Example• “Why did you decide to do a

secretarial course?”• According to your CV, you have

matric, is that true?• In what year did you start?• I enjoy jogging, do you enjoy

jogging?• I think a woman’s place is at home,

don’t you?• If you have to reschedule

appointments, how will you do it?

HINTS FOR THE APPLICANT P.66- BEFORE THE INTERVIEW

• Pay attention to appearance, dress, posture• Prepare thoroughly for the interview

• Where held, when, who is conducting the interview?• Get as much information regarding the firm• Be prepared if tested practically (MS Office)• Be prepared for typical interview questions i.e.

• Your background?• What salary would you like?• Reasons why giving up your job?• Reasons interested in position

• Be prepared for strange questions (crisis questions)• What would you do if I arrived at the office drunk?

HINTS FOR THE APPLICANT P.67- DURING THE INTERVIEW

• Remember you are being evaluated all the time.• Be punctual• Wait until invited to be seated• Maintain eye-contact throughout• No gum, no smoking• Acceptable language, no slang• Concentrate on questions• Answer concisely but fully• Be honest, tactful, positive• Be realistic about salary you want• Try to relax for duration• Pay attention to non-verbal clues

4.3 HINTS FOR THE APPLICANT P.67- AFTER THE INTERVIEW

• Thank the interviewer for opportunity• Write a letter of thanks if you feel it is appropriate• Remember no interview is a waste of time – even if you

do not get the job!

4.8 DISCIPLINARY CODE P.76

Disciplinary code: a set of rules or a code of conduct which all its members are required to observe. It is based on the following principles:• It recognises management’s right to take appropriate

steps against any employer whose conduct is detrimental to the interests of the company.

• It recognises the employee’s right to a fair hearing and to appeal against any disciplinary measure which he regards as unjust.

• Emphasis is on prevention, justice and rehabilitation. Disciplinary steps are only instituted if an employee makes no effort to improve behaviour.

4.8.1 DISCIPLINARY INTERVIEW P.76

• It is a formal,• interpersonal conversation• between the employer (authority) • &• the employee (subordinate).• It is initiated by the authority• to pursuadde the subordinate• to END behaviour • … which is harmful to the employee’s colleagues and the

employee himself

4.8.2.1 ATTITUDE P.77

The respondent should maintain a positive attitude and remember that the interview• is not aimed at

harming him personally

• offers him a chance to put his side of the story

4.8.2.2 ASSERTIVENESS VS AGGRESSION P.77

ASSERTIVENESS

“Insistence on the recognition of one’s claims”.• Social skill, stating one’s

feelings and needs politely, honestly, without arguing, threatening, demanding or trampling on the rights of others.

• Able to control temper, state feelings and needs logically and factually

AGGRESSIVENESS

“Disposed to attach; to begin to quarrel”.• Expression with one’s

beliefs and wishes along with threats, demands aimed at winning.

• Does not consider the rights and feelings of others.

• Causes conflict and harms the individual’s relationship with other individuals.

ASSERTIVENESS IN A DISCIPLINARY INTERVIEW P.77

Respondent must put his side of the story in logical, controlled manner. Try not to get emotional, lose his temper and offer illogical excuses.• Determine in advance the extent to which he is guilty/not• Determine the reason for his conduct• Decides in advance upon a logical explanation, based

on the facts of the matter• Attempts to control his emotions for the duration of the

interview• Listens attentively to the charges against him• Explains his conduct politely when given the opportunity

4.8.2.3 CHOICE OF WORDS P.77

• Reflect assertiveness rather than defiance of authority• Have a formal, polite business tone• Do not us foal swear words• “I am sorry, I did not know” • vs • “How was I supposed to know?• See page 78 for more correct

and incorrect words

4.8.2.4 NON VERBAL ACTIONS P.78

• Natural for a respondent to be nervous … but attempt to control nervous gestures.

• Eye-contact should be maintained (this shows that your intentions are sincere – you have nothing to hide)

• The respondent’s attitude should convey this message