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Strategies
An effective interview cannot be reduced to a formula because people are not always predictable. The effective interviewer has a variety of strategies and techniques that can be used to obtain information from people while maintaining a productive and positive relationship. Communication strategies include:
- being aware of non-verbal body language
- using language the client understands (avoid jargon and technical terms)
- using active listening skills
- using effective questioning in interviews
- being aware of cultural differences.
Listening
The qualities of an effective listener include:
- wants to listen
- pays attention
- shares responsibility for interaction
- minimises distraction
- monitors body language
- doesn't fidget
- is able to remain silent
- asks clarifying questions
- tries to see the speakers point of view
- reflects feeling and content
- summarises
- concentrates
- uses minimal encouragers such as ‘aha’, ‘mm’
- nodding head
- faces person
- doesn't judge or evaluate
- doesn't change the subject
- supports the feelings of the speaker, doesn't dismiss feelings or try to cheer up the speaker.
Barriers
Listening can be poor when the listener:
- is distracted by the environment
- has preconceived ideas
- is judgmental
- is preoccupied
- is distracted
- only listens to the words not the key message
- keeps interrupting
- does most of the talking.