b.
Usually wait a few seconds after someone else speaks.
3.
Give good eye contact to the camera.
4.
Periodically check your appearance in a monitor, if possible.
5.
Avoid rapid movements that may transmit blurred images.
CHAPTER 17 HIGHLIGHTS
1. Interviews are structured conversations using questions and answers that gather information to accomplish a definite purpose.
2. In employment interviews, interviewer and applicant try to determine mutual fit for the job.
3. The PREP method emphasizes planning an interview by P
reparing through contacts and positive role
models, R
esearching, E
nvironmental comfort, and P
racticing carefully.
4. The introduction to an interview needs to establish rapport and orient others to the interview
procedures.
5. The body of an interview should cluster questions in logical patterns.
6. The conclusion of an interview summarizes main content, checks for further questions, expresses
appreciation, and lays the ground for following up.
7. Selection interviews include questions that determine the quality of interviewees. Aside from
qualifications, these interviews seek character, suitability, and communication skills. Only questions about
bona fide occupational qualifications (BFOQs) are legal to ask in employment interviews.
8. Performance appraisal interviews review the quality of work and develop plans for improvement.
Disciplinary interviews deal with corrective actions for errors or problems.
9. Counseling interviews include advice only after careful, active listening.
10. Exit interviews reveal why someone is leaving an organization so the organizational environment can
be as satisfying as possible.
11. Surveys provide standardized questions whose responses can be analyzed systematically.
12. Open-ended questions maximize opportunities for response. Close-ended questions limit responses
to definite options.
13. Probes seek detailed information that adds depth to an issue.
14. Behavioral questions focus on observable actions and concrete examples that can predict
performance.
15. Hypothetical questions pose fictional situations for discussion, while case questions present a specific
challenge that requires a solution.
16. Reinforcers encourage another person to keep talking or elaborate on a comment.
17. Mirror questions repeat the essence of a comment to verify accuracy.
18. Leading questions basically push the respondent to answer in a certain way. Loaded questions trap
the respondent into making an undesirable answer.
19. Clearinghouse questions check to see if all needed questions have been asked.
20. Problematic questions should be avoided tactfully or firmly rebuffed in ways that do not offend others.
21. Panel interviews, telephone interviews, and teleconferences require special adaptations to the format
and medium.
