4430 Final
Two basic functions of an appraisal interview
Feedback and goal-setting
What should be the goal of persuasive interviews?
Goal of influencing beliefs, attitudes, values, and behaviors of the people involved
Reflective Probe
"Let me make sure I understand you here..." paraphrases to verify accuracy of response
What happens in a sales interview?
(1) Opening: - Rapport - Clarifies relationship & reason for meeting - Sets the tone & establishes pleasant interaction (2) Discovering: - Use neutral questions like "What do you..." not "Why do you..." - Attitude should be INQUISITIVE, not nosy or prying - Encourage elaboration & for them to tell stories - Listen carefully - Point out areas of hesitation, doubt, or concern - Try to find common values/goals (3) Matching: - Match their values and needs with what you are selling - Stress benefits and future outcomes - Hit the process of social influence: (4) Choosing: - Attention turns to interview or the "prospect" - Decision-making occurs - "Signal" the choice - Invite questions, comments or issues - Give the interviewee space/time to make decision - Don't pressure them (5) Closing - 5 Steps: - Ask questions & get them to talk about needs, concerns, buying motives - Confirm your understanding by a summary statement - Present features of "product" and stress its benefits - Ask questions to have customer confirm product benefits
What are the kinds of closings an interviewer can use in a persuasive interview?
* "Assumptive" close - interviewer assumes a decision has been made so it's more difficult to say no. * "Standing Room Only" close - Implies they must act immediately * "Testimonial" close - Closes with a testimonial * "Choice" close - Lays out the options, so the choice seems clearer *"Counterbalance" close - Counters with the interviewee's objections with an advantage
News Magazines (Journalism)
* 60 Minutes, 20/20, 48 Hours * Polished & compelling interviews * Needs to be emotional * Needs to have human interest or high drama * Sometimes they audition interviewees * "Illusion of Objectivity" - audience thinks the anchor did it all
Telephone Interviews (Journalism)
* Advantage: Can reach a lot of people * Disadvantage: Miss nonverbal cues * Must do "legwork"
What are the phases of the social influence process?
* Compliance: Acceptance of influence * Identification: Try to have the interviewee identify with what you are selling * Internalization: Becomes part of who they are - for lasting persuasion
In-Depth Interviews (Journalism)
* Creates "personality profiles" of public & private people *"Immersion Reporting" is conducting interviews over a long period of time on one
Cyberspace Interviews (Journalism)
* Emails, chat rooms, computer bulletin boards, Social Media * Some in real time, some not * Don't even have a voice (disadvantage) * Could wait a long time for response
Reaction Interviews (Journalism)
* Focus on social or political conflict * Looking for quotations * Looking for facts
News-Gathering Interviews (Journalism)
* Journalists don't "find" news * They "create" news * Most common type of interview
Broadcast Interviews (Journalism)
* More trying than print interviews * Less time to collect stories * Just a few seconds of air time * No retakes or corrections if LIVE * Must "perform"
Live News (Journalism)
* On-the-scene interviews * Need to pre-screen interviewees * Make sure they have something important or interesting to say
Talk Shows (Journalism)
* Primary goal: ENTERTAINMENT * Short, sharp, entertaining interviews * Emotion & humor * More about "performance" than "news gathering" * Value quotes and entertainment over substance
Taped and Edited News (Journalism)
* Sound bites * Visuals and verbals are important * No more than 5 minutes long * 90 seconds is typical length
Background Interviews (Journalism)
*"Crash Course" in a special topic area * Have to tell the information to the public intelligently * Journalist is the "middleman"
Deming's concept of Total Quality Management
1. Create constancy of purpose for improving products and services. 2. Adopt the new philosophy. 3. Cease dependence on inspection to achieve quality. 4. End the practice of awarding business on price alone; instead, minimize total cost by working with a single supplier. 5. Improve constantly and forever every process for planning, production and service. 6. Institute training on the job. 7. Adopt and institute leadership. 8. Drive out fear. 9. Break down barriers between staff areas. 10. Eliminate slogans, exhortations and targets for the workforce. 11. Eliminate numerical quotas for the workforce and numerical goals for management. 12. Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit system. 13. Institute a vigorous program of education and self-improvement for everyone. 14. Put everybody in the company to work accomplishing the transformation.
Screening/Verification Interviews (Journalism)
1. One quick phone call 2. Mini-interviews 3. Verify facts of a story 4. Track down people for the right information 5. Not long or carefully planned out 6. Just for "getting the facts straight"
What are the 5 W's?
1. What happened? 2. Who is involved? 3. Where did it take place? 4. When did it take place? 5. Why did that happen?
Objectives of an Appraisal Interview
30 minutes to an hour, Review a person's job, Engage in goal-setting
A Performance Plan
A continuous plan to fulfill
What is flight & fight behavior?
A physiological reaction that occurs in response to a perceived harmful event, attack, or threat to survival
How to organize an Appraisal Interview
A. Opening - Sets the tone for a positive event - Not just about "you" - Boss should judge his/her own performance too B. Review (Past) - Are we defining the job criteria similarly? C. Evaluation/Critique - How did boss apply criteria? - Strengths & weaknesses - Interviewee/employee discusses concerns D. Goal-Setting - Solve mutual problems together E. Closing - Go over agreements - How/when you will meet again - Make sure goals are clear
Approaches in an Appraisal Interview
Avoid defensiveness Fight or Flight behavior Use "I-messages"
Goal Setting Theory
Better for employees to set their own goals
Attitudes in an Appraisal Interview
Body Language Boss sets the tone Empathy Listen and Learn
Peer Ranking
Could reveal problems not seen by a supervisor
"Management by Objectives"
Emphasized goals rather than 'grades'
What is the 6th W?
How did this happen?
Behavioral Anchored Rating System
Scales used to rate performances
Self-Evaluative Essays of Appraisals
Self-reflection put into the form of a letter/essay
What does silence accomplish in journalistic interview?
Silence can keep a person talking
Preparation for an Appraisal Interview
Stay focused on the individual Make it personalized
Intervention Interview
Taking action to help others do their job more effectively. Should be an inquiry and focus on problem-solving
What is the difference between McGregor's Theories of Management?
Theory X - People are inherently lazy Theory Y - People are inherently motivated
Purpose of an exit interview
To get feedback on why they are leaving
Graphic Rating Scale
Traits or behaviours that are important for effective performance are listed out and each employee is rated against these traits.
What is vertical and horizontal communication in an organization?
Vertical Communication: The transmission of information between different levels of the organizational hierarchy. Horizontal Communication: The transmission of information between people, divisions, departments, or units within the same level of organizational hierarchy.
Forced Distribution:
Where managers are required to distribute ratings for those being evaluated, into a pre-specified performance distribution ranking
Tips for an Interviewee in an Appraisal Interview:
•Anticipate misunderstanding •Remember to define your "jargon" •Clarify interviewer's purpose •Be cautious
What skills are necessary to perform a good termination interview?
•Face-to-Face with immediate supervisor •Be direct, allow them to express emotion •Clarify next steps
Factors in the Quality of Work Life Formula:
•Fair compensation •Safe workplace •Meaningful work •Growth •Social interaction •Equal opportunities •Total life space (balance of home, work & family) •Pride in job
What is a first and second level intervention interview?
•First Level: Friendly and helpful •Second Level: Disciplining and termination
Critical Incident Report of Appraisals
•Focuses on details and examples •Observation & note-taking •Focuses on 'incidents' •Have to ask: "What is critical?"
Narrative Method of Appraisals
•Most subjective •Written evaluation - focuses on generalities •No precise categories
What are some ethics concerning journalistic interviews?
•Plagiarism •Don't lie to get an interview •Conflicts of interest •No hidden recorders •Use the information ethically
Tips for an Interviewer in an Appraisal Interview:
•Research •Listening •Hanging around people •Investigate context
Different situations that are most likely to have persuasive interviews
•Sales •Negotiation •Courtrooms/Legal situations/Interrogation
Reasons organizations use appraisal interviews:
•Set goals •Raises & promotions •Talk about problems •Job satisfaction & performance
Field Review of Appraisals
•Supervisor visits the workplace •Asks questions & observes
Global Essays of Appraisals
•Supervisor's general impression •Open-ended questions •Difficult to do - must be a good writer •Similar to letters of recommendations •Can be ambiguous
Considerations for the Interviewer in a Journalistic Interview
•What is the conception of the story and the goal? •Anything that can be controversial or harmful? •Who will see it, why am I doing the story, what will the audience want to know?
Considerations for the Interviewee in a Journalistic Interview
•Why do they want to talk to me? •What motivates them? •How do I want to be perceived? •Do I need to set limits? •What will they want to know? •Will it be to my advantage or disadvantage to do this interview?