INTERVIEWING Principles and Practices FOURTEENTH EDITION This page intentionally left blank INTERVIEWING Principles and Practices FOURTEENTH EDITION Charles J Stewart Purdue University William B Cash, Jr INTERVIEWING: PRINCIPLES AND PRACTICES, FOURTEENTH EDITION Published by McGraw-Hill Education, Penn Plaza, New York, NY 10121 Copyright © 2014 by McGraw-Hill Education All rights reserved Printed in the United States of America Previous editions © 2011, 2008, and 2006 No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of McGraw-Hill Education, including, but not limited to, in any network or other electronic storage or transmission, or broadcast for distance learning Some ancillaries, including electronic and print components, may not be available to customers outside the United States This book is printed on acid-free paper DOC/DOC ISBN 978-0-07-803694-1 MHID 0-07-803694-1 Senior Vice President, Products & Markets: Kurt L Strand Vice President, General Manager: Michael Ryan Vice President, Content Production & Technology Services: Kimberly Meriwether David Executive Director of Development: Lisa Pinto Managing Director: David Patterson Director: Susan Gouijnstook Marketing Specialist: Alexandra Schultz Managing Development Editor: Pennia Braffman Brand Coordinator: Adina Lonn Director, Content Production: Terri Schiesl Content Project Manager: Jolynn Kilburg Buyer: Susan K Culbertson Cover Designer: Studio Montage, St Louis, MO Compositor: Cenveo® Publisher Services Typeface: 10/12 Times LT Std Roman Printer: R R Donnelley All credits appearing on page or at the end of the book are considered to be an extension of the copyright page Library of Congress Cataloging-in-Publication Data Stewart, Charles J Interviewing : principles and practices / Charles Stewart, Purdue University, William B Cash, Jr — 14 Edition pages cm Includes index ISBN 978-0-07-803694-1 (pbk.) Interviewing—Textbooks Employment interviewing—Textbooks Counseling—Textbooks I Cash, William B II Title BF637.I5S75 2013 158.3’9—dc23 2013020015 The Internet addresses listed in the text were accurate at the time of publication The inclusion of a website does not indicate an endorsement by the authors or McGraw-Hill Education, and McGraw-Hill Education does not guarantee the accuracy of the information presented at these sites www.mhhe.com To the memory of William “Bill” Cash, Jr., student, co-author, and friend This page intentionally left blank ABOUT THE AUTHORS Charles J Stewart Charles J “Charlie” Stewart is the former Margaret Church Distinguished Professor of Communication at Purdue University where he taught from 1961 to 2009 He taught undergraduate courses in interviewing and persuasion and graduate courses in such areas as persuasion and social protest, apologetic rhetoric, and extremist rhetoric on the Internet He received the Charles B Murphy Award for Outstanding Undergraduate Teaching from Purdue University and the Donald H Ecroyd Award for Outstanding Teaching in Higher Education from the National Communication Association He was a Founding Fellow of the Purdue University Teaching Academy He has written articles, chapters, and books on interviewing, persuasion, and social movements Charlie Stewart has been a consultant with organizations such as the Internal Revenue Service, the American Electric Power Company, Libby Foods, the Indiana University School of Dentistry, and the United Association of Plumbers and Pipefitters He is currently a Court Appointed Special Advocate (CASA) for children William B Cash, Jr The late William “Bill” Cash began his work life in his father’s shoe and clothing store in northern Ohio While still in high school, he began to work in broadcasting and advertising, and this led to bachelor’s and master’s degrees in broadcasting and speech communication at Kent State University After completing his academic work at Kent State, he joined the speech communication faculty at Eastern Illinois University and began to consult with dozens of companies such as Blaw-Knox, IBM, and Hewitt Associates Bill took a leave from Eastern Illinois and pursued a PhD in organizational communication under W Charles Redding He returned to the faculty at Eastern Illinois and created and taught a course in interviewing Bill Cash left college teaching and held positions with Ralston Purina, Detroit Edison, Baxter, and Curtis Mathis, often at the vice president level After several years in industry, he returned to teaching and took a faculty position at National-Louis University in Chicago He became the first chair of the College of Management and Business and developed courses in human resources, management, and marketing vii This page intentionally left blank BRIEF CONTENTS Preface xix An Introduction to Interviewing An Interpersonal Communication Process Questions and Their Uses 49 Structuring the Interview 71 The Informational Interview The Survey Interview 99 137 The Recruiting Interview 175 The Employment Interview 211 The Performance Interview 259 10 The Persuasive Interview 285 11 The Counseling Interview 331 12 The Health Care Interview 357 Glossary 17 393 Author Index 407 Subject Index 413 ix 412 van der Zee, Karen I, 208n57 Vangelisti, Anita L., 326n1 Venetis, Maria K., 388n65, 388n67 Veres, John G., III, 256n51 Vinton, Gerald, 208n62 Viswanath, K., 389n97 Vogel, David L., 355n26 von Friederichs-Fitzwater, Melene M., 386n29, 386n36, 386n42, 389n82 Voulodekis, Michael, 328n35 W Waagen, Christopher F., 262, 269, 281n13, 282nn30–31 Walker, Kandi L., 385n27, 386n29, 386n32, 387n49 Wang, Sheng, 208n54 Ward, Earlise C., 355n27, 355n32 Warren, Anika K., 354n17 Washington, Tom, 256n42 Webb, Eugene C., 105, 133n14 Webb, Lynne M., 385n27, 386n29, 386n32, 387n49 Weber, Valerie, 391n124 Weinberg, Stephen, 133n25 Weir, Tamara, 281n10 Author Index Weitzell, William F., 281n10 Weller, Wes, 255n30 Wesley, Jill, 218, 254n13 West, Bradley J., 208n63 West Richard L., 355n35 Wester, Stephen R., 355n26 Westerman, Catherine Kingsley, 385n16, 385n21, 386n30, 386n43, 389n94 Weston, Wayne, 385n16, 387n53 Wexley, Kenneth N., 260, 281n8, 282n17 Whedbee, Karen, 329 Wheeler, Kevin, 206n21 Whetzel, Deborah H., 205n11 Williams, John, 389n82 Williams, Kristine, 387n46 Willimack, Diane K., 171n6 Wilson, Gerald L., 262, 269, 281n13, 282nn30–31 Winter, Graham, 283 Winter, Richard, 208n55 Winzelberg, G., 386n39 Witt, L A., 281n7 Wlody, Ginger Schafer, 355n38 Woo, Junda, 205n15 Wood, Julia T., 31, 47n50, 48 Woodward, Gary C., 286, 312, 327n9, 327n13, 327n16, 328n28, 328n32, 328n44, 328n46, 329, 329n47, 329n49 Wrench, Jason H., 387n51 Wright, A D., 388n68 Wright, Kevin B., 391 Wuorio, Jeff, 256n40 Y Yate, Martin, 258 Yeager, David, 142, 171n9 Yeung, Rob, 209 Young, Amanda, 385n15, 385n19, 387n47, 389n80, 390n 121 Young, Henry N., 387n54 Young, Suzanne, 14n16 Z Zagofsky, Star, 104 Zahorsky, Darrell, 288, 327n20 Zarle, H., 337, 354n23, 355n39 Zigon, Jack, 282n21 Zinsser, William, 112, 133n30 Zivnuska, Suzanne, 281n7 Zunin, Leonard, 97 Zunin, Natalie, 97 SUBJECT INDEX A Ability, interviewee, 104–105 Accepted belief, argument from 295 Accessibility, gender and cultural differences, 65 Accidental bias, 75 Acronyms, healthcare interview, 368, 372, 373 Activities, résumé, 224 Adaptability, informational interview, 99 Ad hominem dodges, 314 Ad populum tactic, 313 Advice and education, healthcare interview, 377 Advice or assistance request, opening technique, 83 Affection, relational dimension, 19 Affective phase, counseling interview, 337f, 338 Age discrimination, 262 healthcare interview impact, 362 and space preferences, 39 Agreement questions, persuasive interview, 301 Alibis, performance problem interview response, 275 Ambiguities, 29 Analogy, argument from, 297, 316 Analysis, 161–162 Answer question offer, closing technique, 89 Answers, employment interview, 239–240 Apparent compliance, performance problem interview response, 273 Appearance employment interview, 234–236 in identification theory, 297 in openings, 85 Appearance and substance, in ethics, 287 Applicants information gathering, 183–187 needs and wants of, 182–183 profiles, 181–182 recruitment, 176–177 sample questions, 246–247 Application forms, 183 Appraisal perspective, performance review, 268–269 Appreciation or satisfaction, closing technique, 90 Aptitude tests, 186 Arrival, employment interview, 237 Assertions, persuasive interview, 295, 296 Asynchronous interview, At will, termination, 272 Atmosphere persuasive interview, 292 recruiting interview, 187–188 Attention and interest questions, persuasive interview, 301 Attitude-attitude conflict, 298 Attitude intensity, quintamensional design sequence, 80 Attitudes, 2, 291 counseling interview, 333 employment interview, 233, 241 healthcare information giving, 372 level interactions, 27 Authoritarian interviewees, 303 Availability, interviewee, 103–104 Avoidance, performance problem interview response, 276 Awareness, quintamensional design sequence, 80 B Baby talk, in healthcare interview, 363 Balance and consistency theories, persuasion, 298 Bandwagon logic, 313 Barriers healthcare counseling and persuading, 375–376 healthcare information getting, 367 Basic skills tests, 186 Behavior-based feedback, 266 Behavior-based interview, employment, 216, 238, 239 Behavior-based recruiting, 191 applicant selection technique, 181 questions, 195 Behavorially anchored rating scales (BARS), 263–264 Beliefs, 2, 290 arguments from, 295, 316 counseling interview, 333 level interactions, 27 Bipolar questions, 50 informational interviewee, 127 Bipolar trap, 61 Birds of a feather syndrome, 181 Block sample, 154 Blocking tactics, healthcare providers, 376 Bogardus Social Distance Scale, 150 Bona fide occupational qualifications (BFOQs), 179 Branding, 221–222 Broadcast interview, 115–116 Built-in interviewer bias, 74–75 Buyer beware, 287, 319 C Capitalizing on objections, 307 Career centers, 219 Career fairs, 176, 220–221 Career focus, résumé, 223 Career objectives, 222 Case approach, recruitment, 196 Casual relationship, 18 Catalytic coaching, 260, 269 Cause-to-effect argument from, 296, 315 sequence, 72 Cell phones, and interviewing, 5–6 Central tendency, performance review, 270 Chain format, recruiting interview, 188 Chain (contingency) strategy, survey questions, 147 Characteristics list, interviewing activity, 12 Chronological format, résumé, 224, 225f Classified ads, job search, 218–219 Clearinghouse probes, 53–54, 109 counseling interview, 342 Clearinghouse questions closing technique, 89 healthcare interview, 379 Clear purpose, interview preparation, 71 Client-centered approach, counseling interview, 343 Climate, healthcare interview, 377 413 414 Closed-minded interviewees, 303 Closed questions, 50–53, 52f, 60f healthcare interview, 368 Closing counseling interview, 347 employment interview, 247 guidelines, 88–89 healthcare interview, 379 informational interview, 121–122 performance problem interview, 276 persuasive interviewee perspective, 318–319 persuasive interviewer perspective, 308–309 process, 87–88 recruiting interview, 192 survey interview, 141 techniques, 89–91 Co-agency, patient-centered care, 359 Coding, survey interview, 161 Cognitive phase, counseling interview, 337f, 338 Cold calls, 288 Collaboration, healthcare interview, 377 Collaborative process, Collaborative relationship, patientcentered care, 360 Combination approaches, 23 counseling interview, 337 healthcare interview, 377 Combination of schedules, 76 Combination sequences, 79 Communication assumption of, 29 breakdown in healthcare interview, 371 cultural differences, 24–25, 28 definition, gender differences, 21, 25, 28 in healthcare interview, 357, 379 interactions, 25 cultural differences, 33–34 gender differences, 33 levels, 25–27, 26f nonverbal, 32–33 self-disclosure, 27–29 verbal, 29–32 verbal and nonverbal, 33 in patient-centered care, 364 Communication problems, interviewing activity, 45 Comparison, argument from, 316 Competency-based applicant profile, 181 Competitive raters, performance review, 270 Subject Index Complementarity, nonverbal and verbal interactions, 33 Complex communication process, 17 Complexity simplification, 313–314 Complexity vs simplicity, in questioning, 64 Compliance, counseling interview, 347 Comprehension, listening for, 35–36 Condition, argument from, 296, 316 Confidentiality, in healthcare interview, 363 Confirmatory question, healthcare interview, 366 Confirming objections, 308 Confused interviewees, 120–121 Connotations, 30 Conscious transparency, 188 Consubstantiality, 297 Contact information, résumé, 223 Contract/agreement, persuasive interview, 308–309 Contrast principle, 311 Control, relational dimension, 19–20 Control sharing, 22–23 healthcare interview, 360–361 recruiting interview, 189 Convenience sampling, 154–155 Conversation, Counseling, healthcare interview, 375–378 Counseling interview, 4, 331, 348–349 approaches, 336–337 closing, 347 ethics, 331–335 evaluation, 347–348 opening, 339–340 phases, 337f preparation, 335 process, 339–347 rapport and orientation, 339 setting, 338 structure, 337–338 telephone, 348 Counterpersuasion, 304 Court Appointed Special Advocate (CASA) programs, 331 Cover letters, 183, 231–233 Coverage bias, 159 Credibility dimensions, interviewer, 291 Criteria, persuasive interviewee perspective, 318 Critical incident questions, recruiting interview, 195 Critical listening, 36 Critical participant, persuasive interview, 312–315 Cross-sectional survey, 138 Culture counseling interview impact, 333 and don’t ask, don’t tell questions, 65 healthcare interview impact, 362–363 and nonverbal interactions, 33 and persuasive interview participants, 289 and self-disclosure, 28 and self-perception, 24–25 and space preferences, 39–40 Curious probe counseling interview, 343 irrelevant information, 63 Current critical incident, employment interview questions, 238 Current events research, 215–216 D Defensive climate, interview opening, 80 Denying objections, 307 Determinate interviews, recruitment, 192 Developmental perspective, performance review, 269 Dialectical tensions, 19 Dialogic listening, 36 Diamond sequence, 79, 79f Differentiation, and reality alteration, 313 Directive approach, 22 counseling interview, 336 healthcare interview, 377 Directive reactions and responses, counseling interview, 346 Discipline, to improve performance, 272 Disclosure, interviewing activity, 45 Discussion, performance review, 269–270 Dishonesty, informational interview, 120 Dissimilar interviewees, 121 Dissonance, 298, 311 Distant relationship, 18 Diversity and counseling interview, 333 healthcare interview, 358, 361–363 Do no harm counseling interview, 335 healthcare interview, 358 Dodging the issue, 314 Domino effect, 313 Don’t ask, don’t tell questions, 64–65 415 Subject Index “Don’t Call” lists, Double-barreled inquisition question, 62 Downward communication, 20 Dress, employment interview, 234–236 Dyadic process, E Education and training, résumé, 223 Educational, social and economic backgrounds, persuasive interview interviewee, 289 Elderspeak, in healthcare interview, 363 Electronic interviews, Electronic scanning See Scanning E-mail interviews, 7–8 Emotional interviewees, 117–118 Emotions, 291–291 relationship to values, 292, 292f Empathy healthcare interview, 361 listening for, 36 Employee perspective, performance review, 271–272 Employment agencies, 219 Employment interview appearance, 234–236 branding, 221–222 closing, 247 etiquette, 237 evaluation and follow-up, 248 first impressions, 233 job search, 217–221 nonverbal communication, 236–237 portfolio and cover letter, 231–233 preparation, 213–217 question answering, 237–245 question asking, 245–247 rejection 248–249 résumés, 222–231 self-analysis, 211–213 Equal employment opportunity (EEO) laws, 177–178 compliance, 178–179 and performance reviews, 262 violation in questions, 193, 242–245 Establishing criteria, persuasive interview solution, 305 Ethical issues, 286 Ethics counseling interview, 331–335 guidelines, 286–287 healthcare interview, 357–359 and persuasion, 285 Euphemisms, 30, 313 Evaluation counseling interview, 347–348 listening for, 36 Evaluation and follow-up, employment interview, 248 Evaluative interval scales, 147 Evaluative response, recruiting interview pitfall, 193 Evasive interviewees, 119–120 Evidence persuasive interviewee perspective, 316–317 persuasive interviewer perspective, 294, 296 Example, argument from, 296, 315 Exchanging, in interactional interview, Exercises equal employment opportunity (EEO) laws, 180–181 interview closings, 91–92 interview definition, interview openings, 86–87 interview schedules, 76–77 probing questions, 56–57 question identification, 59–60 question pitfalls, 65 unlawful questions, 242–245 Expert sources, 103 Eye contact, 34 F Face threatening reaction, healthcare interview, 360 Face-to-face interviewing, 6, 8, 158 Facial expressions, interpersonal communication, 86 Facts, argument from, 296–297, 315 Failed departures, 88–89 Fairness, and ethics, 286 False assumptions, 100 False closing, 88 Faulty assumptions, in healthcare interview, 372 Feedback, 34–35, 35f multisource, 267 performance review, 266, 270 Feelings, 2, level interactions, 27 Fee-paid positions, 219 Filter strategy, survey questions, 144–145 First impression, employment interview, 233–237 Flexibility, informational interview, 99 Focus, performance problem interview, 275–276 Focus group interviews, Formal relationship, 18 Framing and reframing, perception, 312 Frequency interval scales, 148 Functional format résumé, 226, 227f Functional relationship, 18 Funnel sequence, 78, 78f healthcare interview, 369 G Gender and don’t ask, don’t tell questions, 65 healthcare interview impact, 362 interviewing activity, 45 and nonverbal interactions, 33, 86 relationships, 21 and self-disclosure, 28 and self-perception, 25 and space preferences, 39 General-inquiry questions, healthcare interview, 366 Getting through questions, counseling interview, 343 Global relationships, 20–21 Greetings rules, 86 Ground rules, 108, 114, 123 Group association, in identification theory, 297 Group interviews, recruitment, 188–189 Guessing game, questioning pitfall, 63 H Halo effect, performance review, 270 Hasty generalization, 315 Healthcare interview, 357, 379 closing, 379 counseling and persuading, 375–378 diversity, 361–363 ethics, 357–359 information getting, 366–372 information giving, 372–375 opening, 364–366 rapport, 365–366 sharing control, 360–361 trust, 363–364 “Health literacy,” 368 Helping interview, 331 Hidden recorders, and state law, 113 Highly closed questions, 51, 52f 416 Highly directive reactions and responses, counseling interview, 346–347 Highly intelligent and educated interviewees, 304 Highly nondirective reactions and responses, counseling interview, 343–345 Highly open questions, 49, 52f Highly scheduled interview, 74, 76f Highly scheduled standardized interview, 74–75, 76f Highly structured recruiting interview, 190–191 Historical critical incident, employment interview questions, 238 History taking, healthcare interview, 367 Homework employment interview, 213–217 informational interviewee, 123–124 Honesty and ethics, 286 résumé creation, 226, 228 tests, 186 Hostile interviewees, 118–119, 303 Hourglass sequence, 79, 79f Human Resources (HR), role in recruiting, 175 Humor, in healthcare interview, 377 Hypothesis, argument from, 315 Hypothetical questions employment interview, 238 recruiting interview, 195–196 I Icebreaker questions, 107 Identification theory, persuasion, 297–298 Idioms, 31 Illness narrative, healthcare interview, 370 Imagery, 312–313 Implicative approach, persuasive interview, 303 Incentive or reward offer, opening technique, 83 Inclusion, relational dimension, 19 Indecisive, uninterested interviewees, 303 Independence values, 290 Induced compliance theory, persuasion, 298–299 Information-gathering interviews, 3–4 healthcare interview, 366–372 persuasive interview, 301 Subject Index Information-giving interviews, healthcare interview, 372–375 recruiting interview, 197–198 Information overload, healthcare information giving, 374 Informational interview, 99, 127 closing, 121–122 difficult interviewees, 117–121 interviewees selection, 102–105 interviewers selection , 105 location and setting, 106–107 note taking and recording, 112–114 opening, 107–108 preparation, 99–101 process, 108–112 report or story preparation, 122–123 schedule, 102 special situation handling, 114–117 structure, 101–102 Informational probes, 54, 109 counseling interview, 342 Initiating, interview situation, 37 Inoculation theory, persuasion, 298 Integrity interviews, 186 employment, 216 Interaction, in persuasive interview, 300–301 Interactional communication, 2, Internet interviewing, 160 recruitment/job sources, 176–177 Interval scales, survey questions, 147–148 Interview body (sequences), 71–80 closing, 87–91 complexity, 17, 40 definition, 2, evaluation, 198, 199f fundamental characteristics, 1–2 opening, 80–86 Interview Faking Behavior (IFB) scale, 186 Interview guide, 71–72 activity, 95–96 development, 72–73 informational interview, 101–102 Interview review and analysis counseling interview, 349–351 employment, 250–252 field project, 93–95 healthcare interview, 380–382 job promotion, 43–45 neighborhood association,10–12 oral history, 67–68 performance review, 277–279 persuasive interview, 320–324 probing informational interview, 129–130 recruitment, 200–203 survey interview on bulling, 164–169 Interview schedules, 73–76, 76f informational interview, 102 Interview situation informational interviewee, 124–125 initiation, 37 perceptions, 38 territoriality in, 39–40 time, place and surroundings, 38–39 variables, 37f Interviewees critical participation in persuasive interview, 312–315 difficult, 117–121 informed participation in persuasive interview, 311–319 nondirective approach, 22–23 selection in persuasive interview, 287–288 perspective in survey interview, 162–163 perspective on informational interview, 123–127 positive responses, 127 skepticism, 155–156 Interviewer adapting to persuasive interviewee, 302–304 bias, 58 built-in, 74–75 experiment, 170 leading and loaded questions, 59 credibility, 291 directive approach, 22 persuasive interview, 287–310 training, 156–157 Interviewing approach, and effective healthcare counseling, 377 Interviews counseling interview, 4, 331, 348–349 See also Counseling interview directive approach, 22 employment, 211, 249 See also Employment interview focus group, healthcare, 357, 379 See also Healthcare interview 417 Subject Index informational, 99, 127 See also Informational interview information-gathering, 3–4 information-giving, nondirective approach, 22 performance review, 4, 259, 276 See also Performance review and persuasion, persuasive, 285, 287 See also Persuasive interview recruiting, 175, 200 See also Recruiting interview selection, survey, 137–139, 163 See also Survey interview telephone, 5-6, 158–160, 348, 374 traditional, 3–4 videoconference, 6–7 Intimate distance, 39 Intimate relationship, 18 Intra-personal communication, 17 Inverted funnel sequence, 78f, 78–79 healthcare interview, 369 Irrelevant information, in questioning, 63 J Jargon, 39, 312 healthcare interview, 368, 372 Job fairs, 176, 220–221 interviewing activity, 13 Job-like situations, behavior-based employment interview, 238 Job-related experiences, résumé, 224 Job search career centers and employment agencies, 219–220 career/job fairs, 220–221 classified ads, 218–219 cover letter, 231–233 knocking on doors, 221 networking, 217–218 newsletters, 219 portfolio, 231 résumés, 222–231 social media, 218 web sites, 218, 219 “Joint actions,” 19 Journal, interviewing activity, 12 Journalist’s guide, 71, 101–102 Just cause determination, performance problem interview, 272–273 K Key informants, 103 “Knocking on doors,” job search, 221 Known position, opening technique, 83-84 L Lack of presence, telephone interviews, Language barrier in healthcare, interview, 371 in identification theory, 298 strategies of persuasive interviewee perspective, 312–314 variations in communication, 29–31 Law of recency, 88 Lay counselor, 331 Lay theories, health problems, 373 Leading push questioning, 62–63 Leading questions, 58, 59, 60f Leaning question strategy, survey questions, 145–146 Leave-taking, persuasive interview, 309 Letters of recommendation, 185 Level 1interactions, 25–26, 26f Level interactions, 26f, 26–27 Level interactions, 26f, 27 Level of confidence, 152 Level of information, interviewee, 103 Likert scales, 147 Listening counseling interview, 341 healthcare interview, 369, 371 informational interviewee, 125 performance review, 269 skills, 35–36 and success in employment interview, 241 Listening abilities, interviewing activity, 45 Loaded questions, 59 Logical strategies persuasive interviewee perspective, 314–316 persuasive interviewer perspective, 295–296 Longitudinal survey, 138 Loose rater, performance review, 270 Low intelligence or educated interviewees, 304 M Main points, persuasive interview, 295–296 Make meanings questions, counseling interview, 342 Management by objectives (MBO) model, 263–264 Margin of error, 152 “Marginalized populations,” 158 Market survey schedules, comparison exercise, 170–171 Matching process, recruitment, 198 Mechanics résumé creation, 229 résumé scanning, 229–230 Media use, healthcare information giving, 375 Metaphorical questions, 109 Minimizing objections, 307 Mini-speech method, behavior-based questions, 239 Mirror probes (questions), 56, 59, 109 Mixed mode interviewing, Moderately closed questions, 50, 52f Moderately open questions, 50, 52f Moderately scheduled interview, 73–74, 76f Motivation, interview opening, 80 Multiple meanings, 29 Multisource feedback, 267 N Naming, and social reality, 30 National Board for Certified Counselors, conduct rule, 335 Need or desire creation persuasive interviewee perspective, 318 persuasive interviewer perspective, 300–301 “Negative face,” politeness, 28 Negative selling, 305 Network tree, 217 Networking, job search, 217–218 Neutral questions, 57, 58 Newsletters, job search, 219 Next meeting, closing technique, 90 Noise, in interview situation, 39 Nominal scales, survey questions, 149 Nondirective approach, 22 counseling interview, 336 healthcare interview, 377 Nondirective reactions and responses, counseling interview, 345–346 Nonleading questions, counseling interview, 343 Non-probability sampling, 153 Nonscheduled interview, 73, 76f Nonseeker patients, 373 418 Nontraditional questions, recruiting interview, 194–195 Nonverbal actions, and feedback, 34 Nonverbal behaviors, in counseling interview, 344 Nonverbal communication in closings, 87, 88 employment interview, 236–237 healthcare interview, 374, 378 in openings, 85–86 Nonverbal cues, lack in e-mail interview, Nonverbal interactions, 32–33 cultural differences, 33–34 gender differences, 33 Normative influence, 289 Note taking, informational interview, 112–113 Nudging probes, 53, 109 Number needed, survey interview, 155 Numerical interval scales, 148–149 O Objection questions, persuasive interview, 301 Objections management, persuasive interview, 306–308 Observation, counseling interview, 342 “Off the record,” 108, 123 On the Web counseling interview, 348 electronic interviews, information research, 101 integrity interviews, 187 international survey, 138 job search, 219 openings and closings, 92 performance reviews, 268 persuasive tactics, 319 question-answer interactions, 66 One-sided approach, persuasive interview, 304 Online résumés, 230–231 Open questions, 49–50, 52f, 60f post-interview evaluation, 199 Opening counseling interview, 339–340 healthcare interview, 364–366 informational interview, 107–108 nonverbal techniques, 85–86 performance review, 269 persuasive interview, 299–300 persuasive interviewee perspective, 317–318 Subject Index process, 80–82 recruiting interview, 189–190 survey interview, 139–141 verbal techniques, 82–85 Opening question, recruiting interview, 190 Open-mindedness, and ethics, 287 Open-to-closed switch question, 62 Order bias, survey questions, 146 Ordinal scales, survey questions, 149–150 Organization representation, opening technique, 84 Organization research, 214–215 Orientation interview opening, 81, 82 recruiting interview, 189 “Outguessing,” 186 Outline sequences, 71–72 Outside forces, 40–41, 42f memberships, 289 persuasive interview, 292 P Paper trail, performance problem interview, 275 P.A.R (Problem, Action, Results) method, behavior-based questions, 239 Patient-centered care (PCC), 359–360 sharing control, 360 Patients, problems in healthcare interview, 373 Perceived similarities, and receptivity, 291 Perceived similarities/differences, 105 Percentage agencies, 219 Perceptions and culture, 24–25 framing and reframing, 312 and gender, 25 influences, 25 and interaction, 23–25, 24f interview situation, 38 Performance problem interview closing, 276 focus, 275–276 just cause determination, 272–273 preparation for, 273–274 situation control, 274–275 Performance review, 4, 259, 276 closing, 271 as coaching opportunity, 259–261 discussion, 269–270 employee perspective, 271–272 goal-setting and plan of action, 270–271 models, 262–268 opening, 269 preparation, 261–262 process, 268–270 Permission, recording interview, 113 Personal characteristics persuasive interview interviewee, 289 survey interviewers, 155–156 Personal distance, 39 Personal inquiries, closing technique, 89 Personal problem, and counseling interview, 331 Personal space, 39 “Personal” interview, 158 Personality tests, 186 Persuasion ethics of, 285–287 healthcare interview, 375–378 Persuasive interview, 285, 319 adapting to interviewee, 302–304 arguments and assertions, 295–297 closing, 308–309 interviewee perspective, 310–319 interviewee selection and analysis, 287–292 interviewer perspective, 287–310 need or desire creation, 300–301 objections management, 306–308 opening, 299–300 planning, 294 process, 299–309 questions, 301–302 research, 293–294 situation analysis, 292–293 solution, 305–306 strategies, 297–299 summary outline, 309–310 Physical setting, persuasive interview, 293 Pitchfork effect, performance review, 270 Placement agencies, 176, 219 Plan of action, performance review, 270 Polarization, 314 Politeness theory, 28 healthcare interview, 365 Population, survey interview, 151 Portfolio, 231 Position research, 214 See also Job search “Positive face,” politeness, 28 Post hoc cause-effect fallacy, 315 419 Subject Index Power words, 30 Precision journalism, 172n17 See also Sampling principles Predetermined and serious purpose, Press conference, 114–115 Primary questions, 53, 60f Primary sources, 103 Privacy counseling interview, 338 healthcare interview, 358, 365 in interviewing, performance problem interview, 274 résumés online, 231 Probability sampling, 153 Probes, informational, 109 Probing interview, interviewee perspective, 123–127 Probing questions recruiting interview, 196–197 skillful use, 56 survey, 144 types, 53–56, 60f Problem discovery, opening technique, 83 Problem-solution sequence, 72 Problem summary, opening technique, 83 Productive climate, 38 Professional inquiries, closing technique, 89 Professional organization, membership, 219 Progress values, 290 Proofreading, résumé creation, 228 Prospecting, 288 Proximity, 39 Psychological reactance theory, persuasion, 299 Psychological strategies, persuasive interviewee perspective, 311 Purpose closing technique, 89 informational interview, 100 opening technique, 82–83 persuasive interview, 294 survey interview, 138–139 Q Qualifications, survey interviewers, 155 Qualitative survey, 137 Quantitative survey, 137 Question definition, 49 opening technique, 84–85 Question scales, survey interview, 147–151 Question sequences, 77–80 recruiting interview, 191–192 survey interview, 151 Questions answering in employment interview, 237–239 asking in employment interview, 245–247 closed, 50–53, 52f, 60f counseling interview, 342–343 for employment self-analysis, 211–213 healthcare interview, 366, 368, 369 informational interviewee, 125–126 informational interviewer, 109–110 informational phrasing, 110–111 interview tools, interviewing activity, 68–69 leading, 58, 59, 60f loaded 59 neutral, 57, 58 open, 49–50, 52f, 60f persuasive interview, 301–302 pitfalls, 61–65, 193, 246 primary 53, 60f probing , 53–56, 60f recruiting interview, 193–197 survey, 141–147 survey phrasing, 141–143 Quintamensional design sequence, 80 Quiz show, topic relevance, 64 R Random-Digit Dialing technology, 158 Random digit sampling, 153–154 Random sampling, 153 Ranking ordinal scale, 150 Rapport counseling interview, 339, 340 healthcare interview, 365–366 interview opening, 81, 82 recruiting interview, 189 Rating ordinal scale, 149–150 Reason for, closing technique, 90 Reason why, quintamensional design sequence, 80 Recency error, performance review, 270 Reciprocal concessions, persuasive interviewee perspective, 311 Reciprocal relationship, patient-centered care, 359 Recording, informational interview, 113–114 Recruiter research, 215 Recruiting interview, 175, 200 closing, 192 evaluation, 198–200 highly structured, 190–191 information given, 197–198 opening, 189–190 preparation for, 177–187 process, 187–189 question sequences, 191–192 questions, 193–197 Red flags, résumé review, 184 References, résumés, 185 Referral, opening technique, 84 Reflective probes, 55, 59, 109 Regional language differences, 30–31 Reinforcement, nonverbal and verbal interactions, 33 Rejection, employment interview, 248–249 Rejection then retreat strategy, persuasive interviewee perspective, 311–312 Relational boundaries, counseling interview, 334 Relational competence, 18 Relational dimensions, 18–20 performance problem interview, 274 Relational distance, 25 patient-centered care, 359 Relational history, 17 Relational leverage, performance problem interview response, 273 Relational memory, 19 Relational uncertainty, interview opening, 81 Relationship employment interview parties, 233–234 informational interviewee/interviewer, 124 Relevance, in questioning, 63, 64 Reliability, survey interview, 99 Repeat strategy, survey questions, 145 Replicability, survey interview, 137 Report preparation, informational interview, 122–123 Research for employment interview, 213–217 informational interview, 100–101 persuasive interview, 293–294 survey interview, 139 420 Resolution, listening for, 36 Resources counseling interview, 356 employment interview, 258 healthcare interview, 391 informational interview, 135 interpersonal communications, 15, 48 interview structure, 97 interviewing, 15 performance review, 283 persuasive interview, 329 questions, 69 recruiting interview, 209 survey interview, 174 Response success, employment interview, 240–242 Responses, counseling interview, 343–347 Restatement probes, 54–55, 109 Restrictions, in psychological reactance theory, 299 Résumés, 184–185 chronological format, 224, 225f databases, 176 electronically scanned, 229–230 functional format, 226, 227f guidelines, 226–229 online, 230–231 segments, 222–224 types, 224–226 Reticent interviewees, 119 Reverse chronological order, résumé, 223 Role interchange, during interviews, 21–22, 22f Role-playing cases counseling interview, 351–352 employment, 252–253 healthcare interview, 382–383 performance review, 279–280 persuasive interview, 324–326 probing interview, 131 recruitment, 203–204 survey interviews, 169–170 Role sharing, in interview, Role switching, interviewing activity, 13 Roles and language differences, 31 and perceptions, 24f Rule of reciprocation, persuasive interviewee perspective, 311 Subject Index S Safe relationships, 20 Sample size, 152–153 survey interview, 151 Sample point, 154 Sampling principles, 152 techniques, 153–155 Scanning, résumés, 184–185, 229–230 Scrambling cause-effect fallacy, 315 Screening interviews, recruitment, 192 Seeker patients, 373 Selection interviews, Self-analysis, for employment interview, 211–113 Self-concept, 23–24 Self-disclosure, 27–29 counseling interview, 340–341 healthcare interview, 367, 378 Self-esteem, 24 Self-evident truths, 316 Self-fulfilling prophecy, 24 Self-identity, 24 Self-persuasion, 298 in healthcare, 378 Self-selection sampling, 154 Seminar format, recruitment, 189 Sequential phase model, counseling interview, 337f, 337–338 Setting, recruiting interview, 187–188 Seven Tests for Just Cause, 272–273 Sharing, in interactional interview, Shock-absorber phrases, 303 Shopping-around interviewees, 304 Shuffle strategy, survey questions, 146 Sign, argument from, 315 Silence, 32 Silent probes, 53, 109 Similarity interviewer/interviewee, 156 relational dimension, 18–19 Situation control, performance problem interview, 274–275 Skeptical interviewees, 304 Skepticism, and ethics, 286–287 Skill, in interviewing, Skip interval sampling, 153–154 Skype, Slang, 39 Slippery slope, 313 Slogans, 314 Social distance, 39 Social media job search, 218 and recruiting process, 187 Social values, 290 Socioeconomic background, 289 Solutions assistance in counseling interview, 331, 347 healthcare interview, 378 persuasive interviewee perspective, 318 persuasive interviewer perspective, 305–306 Sound-alikes, 29–30 Sources, persuasive interview, 294 Space sequence, 72 Specific amount of time request, opening technique, 84 Specific attitude, quintamensional design sequence, 80 “Speech acts,” employment interview, 216 Staffing firm, 176 Standard/learned principles, persuasive interviewee perspective, 311 Standardized tests, in recruiting process, 185–186 STAR (Situation, Task, Action, Results) method, behavior-based questions, 239 Status difference, in informational interviews, 105 Stealth marketing, 312 Stereotypes, in healthcare interview, 363 Stories, healthcare information getting, 369–370 Story preparation, informational interview, 122–123 Strategic ambiguities, 312 Strategic answers, informational interviewee, 125–127 Stratified random sampling, 154 Structure, of interview, Student Activities behavior, talent and trait-based interview systems, 253 catalytic coaching, 280 counseling interview, 353 determinate vs screening interviews, 253 employment interview, 253 healthcare interview, 383–384 informational interview, 132 interpersonal communication, 45 421 Subject Index interview structure, 95–96 interviewing, 12–13 performance review, 280 persuasive interview, 326 questions, 68–69 recruitment, 204 survey interview, 170–171 Substitution, nonverbal and verbal interactions, 33 Success values, 290 Summary, closing technique, 90–91 Summary phase, healthcare interview, 379 Superior-subordinate space arrangements, 40 Support sources, 103 Supportive climate, 260, 261 Survey interview closing, 141 coding, tabulation and analysis, 160–162 interviewee selection, 151–155 interviewer selection and training, 155–157 opening, 139–141 pretesting, 157–158 process, 157–160 question scales, 147–151 question sequences, 151 questions, 141–147 questions, 141–147 respondent perspective, 162–163, 164 structure, 139–141 Survival values, 290 Switching roles, 21–22, 22f T Table of random numbers, 153 Tabulation, survey interview, 161 Talkative interviewees, 119 Targeted résumé, 222 Task orientation, healthcare providers, 375 Task-oriented questions, employment interview, 238 Team, panel or board recruiting, 188 Technological interviewing, 5–8 Telephone interview, 5-6, 158–160 counseling interview, 348 healthcare interview, 374 “Telepsychiatry,” Tell me everything question, 61–62 Termination, employment, 272 Territorial markers, 39 Territoriality in interview situation, 39–40 in openings, 85 Test of job relatedness, 179 Thin entering wedge, 313 360-degree approach, performance review, 266–268 Tight rater, performance review, 270 Time is up signal, closing technique, 90 Time sequence, 71–72 Timing, persuasive interview, 292–293 Topical sequence, 71 Touch, in openings, 85 Traditional interviews, 3–4 Traditional questions, recruiting interview, 193–194 Trait (talent)-based applicant selection technique, 181 Transference of guilt, 314 Trial closing, persuasive interview, 308 Trust healthcare interview, 363–364 relational dimension, 20 Tu quoque tactic, 314 Tunnel sequence (string of beads), 77, 77f Two choices, argument from, 296 Two party process, Two-step process, interview opening, 80–82 U Undercover marketing, 312 Uninfluenced attitudes, quintamensional design sequence, 80 Universal performance interviewing model, 264–266 keywords, 264f Unlawful questions, employment interview, 242–245 Upward communication, 20 V Values, 290–291 and counseling interview, 333 relationship to emotions, 292, 292f Verbal interactions, 29–32 Verbal opening techniques, 82–85 Verification questions, persuasive interview, 301 Videoconference, 6–7 interview, 117 Virtual interview, 8–9 Virtual job fairs, interviewing activity, 13 Visual cues, Voice recognition software, physicianpatient communication, 7–8 Volunteer experiences, résumé, 224 W Web sites See also On the Web job search, 218 Web surveys, 179nn 38, 39 See also Internet interviewing Willingness, interviewee, 104 Witness inclusion, performance problem interview, 275 Words, résumé creation, 228 Words, variations in communication, 29–31 Work sample, employment interview as, 217 Y Yes (no) response, obvious answer, 63 Yes-but approach, persuasive interview, 303 Yes-yes approach, persuasive interview, 303 Notes Notes Notes Notes Notes .. .INTERVIEWING Principles and Practices FOURTEENTH EDITION This page intentionally left blank INTERVIEWING Principles and Practices FOURTEENTH EDITION Charles J Stewart Purdue University... Data Stewart, Charles J Interviewing : principles and practices / Charles Stewart, Purdue University, William B Cash, Jr — 14 Edition pages cm Includes index ISBN 978-0-07-803694-1 (pbk.) Interviewing Textbooks... illustrate interviewing types, situations, approaches, and mistakes and to challenge students to distinguish between effective and ineffective interviewing practices We believe that students learn by