ADMINISTRATIVE COMMUNICATION

1. ADMINISTRATIVE COMMUNICATION Ma. Cristina L. Marchan MPA Student

2. INTERVIEW CHANNELS

3. There are four interview techniques or channels according to Mr. Raymond Opdenakker. He differentiate the said techniques with their advantages and disadvantages in their differences on dimensions in synchronous (in real time) and in asynchronous (independent from time and place). • The four interview techniques are the face to face interview, e-mail interview, MSN messenger interview and the telephone interview.

4. Table presents the four interview techniques related to these dimensions.

5. Face-to-face interviews: Synchronous communication of time and place • Advantages: - Social cues, such as voice, intonation, body language etc. of the interviewee can give the interviewer a lot of extra information that can be added to the verbal answer of the interviewee on a question. The value of social cues also depends on what the interviewer wants to know from the interviewee. - there is no significant time delay between question and answer

6. Face-to-face interviews: Synchronous communication of time and place • Advantages: - can be tape recorded, of course with the permission of the interviewee - interviewer has a lot of possibilities to create a good interview ambience. - it is easy, common among the four techniques

7. Face-to-face interviews: Synchronous communication of time and place • Disadvantages: - visibility can lead to disturbing interviewer effects, when the interviewer guides with his or her behavior the interviewee in a special direction - tape recording also brings with it the danger of not taking any notes during the interview - a lot of time and costs

8. Telephone interviews: Synchronous communication of time, asynchronous communication of place • Advantages: - extended access to participants MANN and STEWART (2000) make a distinction in the following categories: - wide geographical access - hard to reach populations - closed site access - sensitive accounts - access to dangerous or politically sensitive sites

9. Telephone interviews: Synchronous communication of time, asynchronous communication of place • Advantages: - interview can be tape recorded Disadvantages: - reduction of social cues - the interviewer has no view on the situation in which the interviewee is situated - the interviewee can stay "visible" for other employees and managers in the organization

10. MSN messenger interviews: Synchronous communication of time, asynchronous communication of place • Advantages: - extended access to participants - they "can protect the researcher by offering a degree of anonymity, perhaps through the adoption of an (e-mail) pseudonym - saving costs and time - Another advantage of asynchronous communication of place by MSN messenger is that disturbing background noises (e.g. when people are working with machinery outside the building) are not recorded.

11. MSN messenger interviews: Synchronous communication of time, asynchronous communication of place • Disadvantages: - absence of social cues - when comparing the different interview techniques concerning the amount of time the interview itself actually costs, MSN messenger is less favored • interviewer has no view on the situation in which the interviewee is situated • the interviewee can stay "visible" for other employees and managers in the organization

12. MSN messenger interviews: Synchronous communication of time, asynchronous communication of place • Beside advantages and disadvantages due to the synchronous communication of time and the asynchronous communication of place, there are also some advantages and disadvantages that find their roots in the technology used. - interviewing with MSN messenger has the advantage that the outcome can directly be downloaded on the computer, so there is no transcription time. But direct recording also brings with it the danger of not taking any notes during the interview.

13. MSN messenger interviews: Synchronous communication of time, asynchronous communication of place - although miscommunication is not uncommon for all the interview techniques used, which can have its roots in different operationalisations of words, or cultural differences, MSN messenger interviews can have a specific form of miscommunication, when both type at the same time. On the other hand, when one is writing, the other can read this at the bottom of the screen. This reduces the possibility that both are writing at the same time, which could lead to this miscommunication

14. MSN messenger interviews: Synchronous communication of time, asynchronous communication of place - MSN messenger is "dependent on willing and competent access to reliable technology on the part of both researcher and subject" (BAMPTON & COWTON, 2002). Especially when organizing an interview with people from other cultures, for example the Arabian culture, this can be a disadvantage.

15. MSN messenger interviews: Synchronous communication of time, asynchronous communication of place - as online interviewing involves at the most basic level the exchange of texts, this way of interviewing may be more suitable for people who type fast, and, depending on the research question, whose personalities come through in the text as clearly as they would in FtF (MARKHAM, 2004). - terminating an interview in MSN messenger can be more difficult, because it can seem very abrupt

16. E-mail interviews: Asynchronous communication of time and place • Advantages: - extended access to participants - disturbing background noises are not recorded - an e-mail interview can be much cheaper than e.g. a FtF interview, because there are no travelling costs - with an e-mail interview, synchronous communication of time is impossible  

17. E-mail interviews: Asynchronous communication of time and place • Advantages; - According to BAMPTON and COWTON (2002, paragraph 7) asynchronous communication of time, as is the nature of an e-mail interview, also has obvious advantages as "busy interviewees do not have to identify a mutually convenient time to talk to each other". Also "in permitting a lengthy delay between communications, an e-interview gives the interviewee time to construct a response to a particular question. It provides for example the opportunity to find information which might be required, although the researcher then does not know what resources the interviewee has drawn upon”

18. E-mail interviews: Asynchronous communication of time and place • Disadvantages: - complete lack of social cues - cost a lot of time As with MSN messenger, beside advantages and disadvantages due to the asynchronous communication of time and place, there are also some advantages and disadvantages due to the technology used.

19. E-mail interviews: Asynchronous communication of time and place • the outcome of an e-mail interview can directly be downloaded on the computer, so there is no transcription time • in an e-mail interview it is not necessary to take notes, because the interviewer can always overlook the questions and answers that already have passed before sending new questions to the interviewee (MARKHAM, 2004)

20. E-mail interviews: Asynchronous communication of time and place • there is the possibility of continuing to collect data simply because the interviewer can and not because he or she should (MARKHAM, 2004). This could go beyond the research aim. • terminating an interview in e-mail can seem very abrupt. Some e-mail interaction will simply die away. Others will be terminated with good wishes. But according to MANN and STEWART (2000, p.157) "if the interaction is deep and extended there may be difficulties of closure".

21. QUESTION: • What's the most effective interview medium? Phone, in person, MSN or email? Why?

22. Interview practice • Turn any personal or background disadvantage into advantages • Selling yourself as the best possible applicant for the position Interview Tips (www. sylviarayfield. com) When practicing for an interview, there are ways to answer questions which will help you. Here are a few tips on answering interview questions about your background. - Be honest, but not stupid - Know the answers, but don't memorize

23. Interview practice - Be confident, sell yourself - Provide only needed information Practice Tips - Get a friend to help who will be as unbiased as possible with your responses - Practice every question possible about your background and work history - Do as many practice sessions as you need to feel completely comfortable with your answers - When practicing, do a 'dress rehearsal' (practice like it is the real interview)

24. Interview practice - Write down every possible question and five possible answers - If you can, record the practice sessions and review the tape to check for possible nervousness or other correctable issues Other Tips Being ready for an interview requires that you are willing and able to address self-made issues from your background which do not help your employability.

25. Interview practice - Take responsibility for yourself - Have corrective actions in place to offset the issues - Understand it is the employer who must be assured that any past issues you have will not affect the position you are trying to get Being ready for the interview requires awareness and foresight of potential issues and questions about those issues during the interview. The employer will be preparing for the interview by listing the questions he wants answered. Your job as the applicant is to prepare for the interview by practicing the answers for those questions.

26. During The Interview • SELL YOURSELF • KNOW YOUR AUDIENCE • BE ENTHUSIASTIC, BUT SINCERE • LISTEN CAREFULLY • SET YOURSELF APART FROM THE COMPETITION • KEEP THEM ENGAGED • FOCUS ON THE POSITIVES OF FORMER EMPLOYERS

27. Top 10 Things You Should NEVER Say During a Job InterviewBy Patty Inglish, MS • 1. How much does the job pay? • 2. What does your company make (or do)? • 3. Do not use SLANG words or phrases in your job interview. • 4. What can you do for me; what are the benefits like vacations, promotions and bonuses? • 5. No profanity or cursing of any kind.

28. Top 10 Things You Should NEVER Say During a Job InterviewBy Patty Inglish, MS • 6. No stereotypical language. • 7. Do not criticize any former employer. • 8. If you are asked if you have any questions, don't say "No.“ Interview Mistakes to Avoid Why Should We Hire You? 9. I don't have any weaknesses. 10. Don't tell them your life story.

29. Developing Interview Skills,during the Interview by: Mia Northrop • “A successful interview depends on characteristics of both the interviewer and the research participant.” • I considered preparatory steps you can take before doing interviews for qualitative research to ensure their success. Immersing yourself in the problem space, getting access to the right people and preparing them for their interview, finessing the interview setting, and honing your script’s structure and phrasing are crucial to creating a conducive interview experience. A successful interview depends on characteristics of both the interviewer and the research participant.

30. Developing Interview Skills,during the Interview by: Mia Northrop • Some ways to develop your interviewing skills; - Be in the Moment “When you’re alert and open, you notice more and avoid bias in both your inquiry and interpretation.” - Build Rapport “The first few moments of an interview set the stage for the rest of your time together and can make or break the interview.”

31. Developing Interview Skills,during the Interview by: Mia Northrop • Some things you should do: - Identify yourself while giving participants a firm handshake. - Welcome and thank each person for participating in your study. - Ask participants what the recruiter or client has told them about the session. If necessary, reset their expectations to get them in the right mindset. - Acknowledge participants’ potential nervousness.

32. Developing Interview Skills,during the Interview by: Mia Northrop - Reiterate that you’re not testing them—rather you’re focusing on the performance of the product’s design. - Remind participants about confidentiality. - Mention your agreed-upon schedule and their ability to discontinue the session at any time. - If you’re not the designer or are not from the client company, let participants know. - Be confident and respectful, but not deferential. - Smile.

33. Developing Interview Skills,during the Interview by: Mia Northrop - Maintain eye contact. - Read participants and consider whether they need coddling, complimenting, or a professional approach to make them feel comfortable. - Start sensing participants’ communication style, vocabulary, and cultural and personality differences, then reflect these back, matching participants’ energy level. - Don’t take notes. Instead, maintain eye contact and establish a connection.

34. Developing Interview Skills,during the Interview by: Mia Northrop • Some ways to develop your interviewing skills; - Control Your Body Language “At least 55% of communication is nonverbal. Be conscious of the body language you’re displaying through your face, arms, hands, torso, feet, and legs.” Be aware of any cultural differences in body language—for example: - How acceptable is it to touch another person to show friendliness? - How do you show curiosity or indifference? - How much eye contact is appropriate? Is staring commonplace? Where’s the line between your appearing to avoid eye contact versus your not wanting to make the other person uncomfortable by staring?

35. Developing Interview Skills,during the Interview by: Mia Northrop • Some ways to develop your interviewing skills; - Read Participants’ Body Language “Read participants’ nonverbal cues to see how they’re reacting to you and to what you’re discussing.” Few things to tune into: loudness of speech, tone, animation, pace, inflections, gestures, posture, and facial expressions. Researchers Eva de Lera and Muriel Garreta-Domingo have developed a useful approach to identifying and explaining emotional cues during a design evaluation.

36. Developing Interview Skills,during the Interview by: Mia Northrop • “Ten Emotion Heuristics: Guidelines for Assessing the User’s Affective Dimension Easily and Cost-effectively.”

38. Developing Interview Skills,during the Interview by: Mia Northrop • Some ways to develop your interviewing skills; - Listen Actively “During interviews, … people need thinking time. Your job is to show empathy, listen as a receiver rather than a critic, and resist the temptation to think about the next question while they’re responding.” By practicing active listening, you’ll be better able to pick up on participants’ body language cues and probe effectively for more detail. When you’re really paying attention, you’re able to ask insightful follow-up questions that get to the heart of the matter rather than eliciting superficial responses.

39. Developing Interview Skills,during the Interview by: Mia Northrop One method of following up is using a laddering technique like that Michael Hawley outlined in his column, “Laddering: A Research Interview Technique for Uncovering Core Values,” as shown in Figure 2. In laddering, your subsequent questions get a little deeper and end up revealing how someone’s values drive their behavior—as Means End Chain theory describes.

40. Developing Interview Skills,during the Interview by: Mia Northrop Figure 2—Using laddering to reveal core values

41. Developing Interview Skills,during the Interview by: Mia Northrop • Some ways to develop your interviewing skills: - Keep It Together Carolyn Snyder has suggested that there are three roles a moderator needs to assume during a research session: flight attendant—Establish a relaxed atmosphere and ensure participants feel comfortable and safe. sportscaster—If observers can’t see what participants are commenting on—or can’t hear participants—provide play-by-play commentary when necessary. scientist—Follow protocols responsibly to ensure the data you collect is well managed and analyzed.

42. Developing Interview Skills,during the Interview by: Mia Northrop • Some ways to develop your interviewing skills: - Opportunities for Improvement “Make video recordings of your interviews and review them. Observe and note any weaknesses in scripting, building rapport, body language, or asking probing questions.” Some pointers for reviewing and continually improving your interview skills: - Be a participant yourself. - Ask for feedback from colleagues or get a mentor.

43. Developing Interview Skills,during the Interview by: Mia Northrop Some pointers for reviewing and continually improving your interview skills: - Make video recordings of your interviews and review them. - Consciously practice just one interviewing technique during each session. - Keep up with qualitative research and other UX literature.

44. Developing Interview Skills,during the Interview by: Mia Northrop • Some ways to develop your interviewing skills: - Practice Wherever You Are “Practice makes perfect, so you should take advantage of every opportunity to practice your interviewing skills.” Ways to practice your interviewing skills: - Observe people who interview well. - Practice mindfulness and awareness in your day-to-day work. - Do micro-interviews when you meet new people.

45. Developing Interview Skills,during the Interview by: Mia Northrop Ways to practice your interviewing skills: - Do improv. - Record and take notes in a meeting. - Eavesdrop on conversations between others. “Developing your interpersonal skills and self-awareness bring about the greatest improvements in your interviewing skills.” To get more out of every interview, every time, the three key areas on which you should focus are honing your question phrasing, taking time to build rapport rather than rushing in, and observing and responding to participants’ nonverbal communication. Mastering these three essential building blocks of interviewing delivers results in the form of the research insights you need to make better business and design decisions.

46. During Job Interviews  The strategies needed during an interview; - Strategy #1: Arrive early - Strategy#2: Make your introduction and greeting memorable. • Strategy #3: Use body language that shows you are enthusiastic, confident, and comfortable with the interview process. • Strategy #4: Be yourself, but only up to a point.

47. During Job Interviews  - Strategy #5: Answer questions clearly and confidently. - Strategy #6: After answering their questions, ask some yourself. - Strategy #7: Exit gracefully.

49. THANK YOU AND GOD BLESS........