REPORT

Maximise your interview:
good communication

Date of submission: 16 May, 2016

for general readership

Susanne Lorraine Harford

INTRODUCTION

This report analyses one particular interview, it, as Grellier and Goerke (2010) say, “mak[es] meaning from that text” (p. 17). This interview with an individual was conducted during a specific period, and in a particular, though dynamic social environment of “global integration, modernity, risk, and progress” (Lull, p. 52).This report’s primary objective is to examine the positive effects of three groupings of interpersonal communication techniques, used by the interviewer throughout this assignment. The primary research showed a combination of interpersonal communication techniques have benefits: venue and tone; some types of non-verbal communication; question type and mix; all of which are added to pro-active listening and thinking (Jarvey, Week 9, S1, 2016) and strong management. This tiny report is in stages: introduction, preparation, interview, and report development and is made up of small steps as Bilefield (April, 2016) recommends in this digital age. Yet it is founded in, and straddles, an enormous subject. This report ends with a conclusion and eight recommendations.
1.0 PREPARATION

The interview was held in April, 2016, in Johannesburg, South Africa. The interviewer is: Australian, woman, 70s, Caucasian, educated, pro bono worker. The chosen interviewee is: James Smith, Australian, male, 30s, Caucasian, educated, employed professional. The parties occasionally work together in teams. Both appear to fit Hofestede’s (1997) description of the ability to deal with change. Each live and work in an established,
western-world global social environment (personal experience, 1980-2016).

Although that society operates globally, it’s “culture… or beliefs or values that give meaning to ways of life and produce” (Crang, 1998, p. 2) it changes. While now driving force remains economics (Bonnett, 2004), today this society’s “cultural geography” (Crang, 1998, p. 2) is the digital-information era, where democracy is foundering (Bonnett, 2004). In this environment, as Grellier and Goerke (2010) say, communication is “not a single process” (p. 17).

1.1 Initial meeting (refer also to Appendix 6.1)
As the objective of this report is to assess communication techniques, at the initial meeting the interviewer checked interpersonal compatibility (ECU RPS1100 Unit Plan, S1, 2016)
2.0 INTERVIEW
The interviewee is an expert on the crowd-fund sector. The interviewer’s first questions, or small steps (Bilefield, April, 2016) focussed on that specific digital subject (appendix 1). Those questions were deliberately chosen to relax the interviewee (appendix 6.1). These questions created comfortable entry into the more speculative questions about the internet (appendix 6.1.1).

2.1 Analysis: Communication factors’ positive impact

2.1.1 VENUE and TONE
pleasant surroundings and physical comfort
friendly communication and warm engagement
awareness of impact of age difference

Communications, as King says, are complicated because “psychological… relational… situational… environmental… cultural” factors all play their part (7 April, 2016). Those factors are kept in mind in this analysis of an interview whose subject is: “The internet: is it a force for good or evil?”

The positive effect of the venue could be seen. Crouch explains “understanding the culture that surrounds” is an essential component in the design of communications created to convey to others our “… ideas about [our culture] and [our] perceived place in it” (1999).

The interview was assisted by the tone, which was helped by the type and location of venue: a quiet, pleasant, room. Upon entry and warm welcome, the interviewee relaxed visibly. Comfortable, neutral-coloured chairs set at oblique angles ensured the parties faced outwards. This configuration allowed the interviewer to make subtle posture adjustments to match the interviewee.

2.1.2 NON-VERBAL COMMUNICATION
interviewer-mirrored interviewee posture adjustments
active listening and verbal adjustments by interviewer
use of “chronemics”, or pause before replying (Oxford Reference, 2016)
regular eye contact, or “mutual gaze” (Oxford Reference, 2016)

Kinesics showed the interviewee relaxed back in the chair. There were thoughtful pauses to look at the pleasant view. This clearly gained time. The interviewer “negotiate[d] the relationship” (Hargie,2011) with mirrored
posture and gave respect to timing (figure 1).

Morris (1991, figure 1) demonstrates how a physical pause assists in
reasoning: perhaps this also occurs during interpersonal communication. Crouch (1991) says communicators “… work in a culture that conforms to certain ideological principles (sets of governing ideas) [these can] determine the way in which [ideas] are both presented and understood”. Relaxed body and non-verbal language, subtle face expressions, gentle yet animated voice, body configuration, choice of clothing show the interviewee
enjoyed this “face-to-face” (Oxford Reference, 2016) experience.
The age-related communication differences of the interviewer’s ” … task and mental abilit[y]” compromises … [and] reduction in everyday competence levels” Willis (1991) are taken into consideration (figure 2).

Figure 2: (Willis, 1991). Shows impact of age-related factors on competence.

The interviewee “… communicate[d] successfully … [and] underst[ood the audience’s] expectations” (Crouch, 1999). The body contact, or haptics
(Oxford Reference, 2016) occurred upon handshake at beginning and end of encounters.The interviewee made regular eye contact at key points.
2.1.3 QUESTION TYPE and MIX
a dynamic mix of structured and unstructured questions
“the power of words” (Bilefield, April, 2016) fully employed
helped refine the interview guide (appendix 6.1)

2.2 Writing the report
The preparation stage built the foundation for the single interview. There also the report stage began. The initial meeting was important, a window of primary research. Cultural similarities became mutually clear. The interview followed in a specific social and cultural mode, in time and place. It provided primary factual evidence in this report. Jarvey’s (9 May, 2016) advice applied thoroughout the assignment, (figure 3). It helped in the report-writing and editing stages.

Figure 3: Wise Words by Ali Jarvey (9 May, 2016).

Key initial information: essential, fundamental, social, cultural,
provided report background. As Bilefield (April, 2016), says of
investigations of the cultural: “the hardest part of a successful digital transformation… [is a] proverbial journey of a thousand miles”. Research was essential: to amplify the information gained at the early meeting and better understand the context.
This writer acknowledges the considerable level of relevant digital date available in this era, and this report deals with only a fraction.
3.0 CONCLUSION
This report met the objective and is a personal record of one interpersonal0communication, in a specific social, cultural context, in the digital era. A mix of primary research began at the first meeting. Secondary research had established the cultural and social theoretical base.Communication theory helped the interviewer understand how to create an integrated approach. Active listening and learning provided strength and refinement to a
prior-established communication base. The initial meeting displayed some
mutual social and cultural values. Non-verbal communications had an affect on questions planned for the interview. In the interview the choice of venue and a relaxed, friendly tone, and mirroring of behaviour further
enhanced the same positive results. Continued active listening, wide
research, and reflection, underpinned the analysis of the interview and its conversation. Analysis shows positive results came from choice of venue, meeting tone, watching and sometimes mirroring non-verbal
communications, reflections on and manipulation of question types.The key techniques are thus to listen and think, choose the optimum interview venue, present with a friendly tone, observe and consider all non-verbal communication clues. The careful structure of question types and preparation to work within a dynamic mix of these factors provides further benefits.

4.0 RECOMMENDATIONS
These eight interpersonal communication techniques below recently proved successful in this era in western society. A major outcome was that the success of this interpersonal communication techniques, in this interview, appear to have relied strongly upon interviewer abilities: active observational powers, to quickly make valid decisions, to implement meaningful and relevant changes. In particular active-listening-with-learning appears to be the pivotal in-interview skill/s. This links with the ability to quickly analyse and make decisions to benefit the interpersonal communication, and thereafter subtly and successfully implement those changes into interview components in meaningful ways.

research and reflection: continual craft of communication tools
build a great interview guide: consider, adjust, and use
construct constant communication: for inter-party compatibility
plan, structure carefully and manage throughout: venue and tone:
listen actively about all: think about, act on incoming information
when/if to mirror: gain non-verbal communication compatibility
mix of flexible questions: monitor and change as needed
manage all potential communication benefits consciously

 

5.0 REFERENCE

Bilefield, Article. (April 2016). Digital transformation:
The three steps to success.
In McKinsey Digital and Marketing & Sales Practices. Barr Seitz.

Bonnett, A. (2004). The Idea of the West: Culture, Politics and History. Houndmills: Macmillan Palgrave.

Crang, M. (1998). Place or Space? Cultural Geography.
London, UK: Routledge.

ECU RPS1100 Unit Plan.(S1, 2016). Task 2. Analytical report

Grellier, J., and Goerke, V. (2010). Communication skills toolkit:
Unlocking the secrets of tertiary success.(3rd. Ed).
South Melbourne, Australia: Cengage Learning Australia.

Hargie, (2011). Skilled Interpersonal Communication:
Research, theory and practice. (5th Ed). Hove, East Sussex, UK: Routledge.

Hofstede, G. (1997). Cultures and Organizations: Software of the mind.
New York, NY, USA: McGraw-Hill

Jarvey, A. (9 May, 2016). ECU BlackBoard. RPS1100,
Discussion Board. S1, 2016. Week 10.

Jarvey, A. (Week 9, S1,2016). ECU RPS1100. Slide 3, Lecture Notes.
King, D. (7 April, 2016). Three Classes of Vocalised Pause. Donn Kings’ Corner. from: http://donnellking.com/blog/2016/04/three-classes-of-vocalized-pause/#more-6054

Lull, J. (2007). Culture-on-demand: Communication in a crisis world.
Melbourne, Australia: Blackwell.

Oxford Reference. (2016). definition of Chronemics. from:
http://www.oxfordreference.com/view/10.1093/oi/authority.20110803095611277

Oxford Reference. (2016). definition of Face-to-face. from:
http://www.oxfordreference.com/view/10.1093/acref/9780199568758.001.0001/acref-9780199568758-e-0942?rskey=j7AIEV&result=1879

Oxford Reference. (2016). definition of Haptics. from:
http://www.oxfordreference.com/searchq=haptics&searchBtn=Search&isQuickSearch=true

Oxford Reference. (2016). Eye contact. from:
http://www.oxfordreference.com/search?q=e+contact&searchBtn=Search&isQuickSearch=true

Willis, S. L. (1991). Cognition and everyday competence.
In K. W. Schaie, and M. P. Lawton (Eds.), (1991).
Annual Review of Gerontology and Geriatrics. (80-109).
New York, NY, USA: Springer.

6.0 APPENDIX

6.1 Interview Guide:
6.1.1 Interview
INTERVIEW LENGTH: 20-30 minutes
NUMBER OF INTERVIEWER QUESTIONS: 11 questions
TYPE: 2 open (lead-in). 8 specific. 1 closing question

First Question (open)
“Please tell me about the role of crowd-fund. On the internet?”
Specific questions used in the interview
2. “Can you expand on that – about crowd-fund being a shop?”
3. “Shops are pretty familiar places: do you mean a crowd-fund is set up in a way most people already understand?”
4. “Does the understandable crowd-fund shop (people go for money) – have other benefits?”
5. “Why is crowd-fund a tool – what sort of tool?”

Sixth Question (open)
“Your overall view of the internet, it’s a force? Is it for good or evil?”
Further specific questions
7. “The internet is neither good or bad – It’s another tool – a good tool?”
8. “For the internet to be good for the user they must learn it?”
9. “You say the internet is no longer optional – is that good?”
10. “So, neither good or bad. Doesn’t that cut down individual’s options – isn’t that bad?”

Closing Question
11. Thank you. I appreciate your time. It’s been great. Talking with you has opened my eyes about the internet – there anything you’d like to know? OK to ring you next week – if I need to clarify any point? Thanks again.”
6.1 Interview Guide:
6.1.2 decisions and organisation
Initial Ideas on how to conduct the assessment.
Communication is a dynamic process. It is strongly affected by place, society and place (life-time personal experience, 1950-2016). Research, learn, think about and apply relevant theory.

spend effort and time on pre-preparation
identify social/cultural/era (digital eta)
psychology/relations/situation/environment/cultural
too much theory available (digital era)

Understand this dynamic process:
create plan
associated timesheet
maintain both right up to date

Apply current social, cultural conventions
Build and maintain premier communication environment:
record, watch and adjust personal performance
search for all levels of plan and performance
choose how to dress
be aware of any weaknesses
build on strengths
adjust for threats
take advantage of opportunities

Periods of reflection throughout entire campaign
Begin draft report early
read current, comparative interviews and reports
continually adjust plan and keep to deadline

1. 1 Interview Guide:
   6.1.3 pre-preparation notes
   In the Week 9 set reading: Professional Communications:

“Do not take lightly… the “structured interaction… [which is the] Interview”.
Explain this “basic professional tool” may be developed into a strong vehicle for achieving success – in a number of unseen ways.

It is important to learn how to maximise the learning benefits inherent in the interview , as it is now a fully structured and regulated mode of gaining information not necessarily readily available in other ways, and, it “standarise[s]
information-gathering”.

A “more rigid pattern of rules” applies and the interview works to formalise relationships “by setting them on a professional level”.

To gain the maximum actual “information exchange” and to catch the desired data it is necessary to imagine, design and create an efficient communication structure well beforehand, and to reflect upon that structure before use.

All of which takes time, especially as there are “many extraneous factors” to know about, and to take into account – “Interviews are [not] straightforward, standardised speech events… [they are] complex”.

Thus “each interview task has to be analysed in relation to the particular situation at hand”

Some examples in interviews:
the “question-answer sequence plays a much larger role than most casual conversations”
the communication has “little to do with generating shared understandings”
“may not be in the interests of both parties”
“may inhibit as well as enable communication”
“unlikely… [both parties] will have the same idea of what should occur”
“different understandings of the purpose and nature of the interaction”
“can lead to considerable confusion”

1. 1 Interview Guide:
   6.1.3 pre-preparation notes

Thus
Agree to:
1. share information
2. set some mutual goals
3. clarify problems as they arise
4. allow:
attitudes
beliefs of any/all kind
behaviours
persuasive behaviours
commitments
understand any problems and attempt to find
solutions – find information (take break)
probes
backtracks
reactions
In this interview I conduct what is the objective?
its “primary purpose”?
“the degree of structure” necessary?
the optimum “setting”?
“other significant variables”
Keep in mind, “information is generated out of interaction” and when the interview’s PRIMARY PURPOSE[S] are decided – these are never “simple gathering process[es]”. Listen closely.

PRIMARY PURPOSE[S]
information-gathering/evaluation/problem-solving

A. Information: needs more structure: i.e., date of interview, age, gender, background, occupation, location
less structure: personal experiences (who/what/when/why/how), discuss issues, provide expert comments

B. Evaluation: needs less structure: “new ideas/information not fully known or understood, but stimulating; any conflicts in thinking; things forgotten or discarded in the thought process; experiences where ideas are interpreted differently by others; non-judgemental facets”

C. Problem-solving: as with B, above.
6. 1 Interview Guide:
6.1.3 pre-preparation notes
ACTUAL QUESTIONS:
Structured composite: Questions group 1: date of interview, age, gender, background, occupation, location you are in (example: lounge in apartment, city, country)

Loose composite: Questions group 2: Use your unique voice to answer the following (2) questions – – (personal experiences (who/what/when/why/how), discuss issues, provide expert comments – long as you like.

VIP: remember no ‘ums’. “create rapport… goodwill… eye contact” (p. 127) and”setting, seating arrangements the way the interviewer structured the conversation” (p. 127).

draft a plan of action and timing
locate interviewee contact details
plan initial meeting: date/time/place/write first questions
phone to arrange initial meeting and confirm
decide interviewer dress style for initial meeting
identify several possible date/time/place interview
pre-meeting practice. Rehearse and watch in mirror. Record
playback/listen to self. Note when smile, eye contact, active listening, posture
refine questions. Eliminate “ums”, “buts”.
adjust physical presentation
(King, 7 April, 2016).

6.1.4 initial meeting
To decide at initial meeting:
Type: friendly or rigid – to decide at initial meeting
Venue: before initial meeting
identify several locations/types choose possible times/dates – for interview
Tone: informal or formal – seating, space between parties?
Initial meeting:introductory meeting to gain information
– for interview structure. take notes
– phone or coffee
– handshake
– eye contact

During initial meeting:
ask “age, gender, background, occupation”
decide on venue – informal or formal – confirm
offer dates/times – confirm place/date/time of interview
(Putnis & Petelin, 1999).
Focus Closely on Set Task

6.1.4.1 In the meeting
the interviewee wore formal clothes
the interviewee matched the identified social context
background, cultural similarity/dissimilarity of parties became clear
the parties understood each other
their discussion provided information for interview guide and timing
interviewer refined the interview structure

6.1.4.2 Interviewer was focussed
used specific, pre-set questions
actively listened and managed obvious age disparity factors
offered confidentiality and transparently discussed use of material
gained all necessary authorities from interviewee
gained interviewee age/location/background/occupation data
recorded interviewee answers
decided on interview venue as initial meeting progressed

6.1.4.3 interviewee relaxed
seemed suited to dynamic structure planned for interview
agreed with interview date/time/place/length as suggested

6.2 Analysis
The interviewer listened carefully, stayed flexible, made many minor changes during the meeting. These observations prepared the way for the interview .

6.1.4. 4 Task focus:
The April, 2016 meeting settled interview arrangements with the busy interviewee. Active listening led to active thinking (Jarvey, Week 9, S1, 2016).

6.1.4.5 Overall benefits:
– mutual understanding between interviewee and interviewer
– positive interviewee response

6.1.4.6 Positive results: information obtained in the meeting
– enriched the interview guide
– helped refine the interviewer’s approach, and interview operation

6.1.5 Task
TASK: This report focuses on a communication analysis of an interview conducted with another person of your choosing. The content of the report is an analysis of the interview itself and what you have learnt about inter personal communication. You can include some reflection on your in terviewee’s response to the topic under discussion. The report will examine aspects of the interview such as non-verbal communication, questioning techniques, active listening skills and other points highlighted in the lectures.
Discussion topic: The internet: is it a force for good or evil?
Monday, 16 May, 2016