Interview TechniquesJuly 2009 : Interview TechniquesJuly 2009 Presented By
Cessie Alfonso, LCSW The presentation will start in about 20 minutes. If you are watching the recorded version go ahead and advance slides on the left until you hear the presentation start
Interview TechniquesJuly 2009 : Interview TechniquesJuly 2009 Presented By
Cessie Alfonso, LCSW
Alfonso Consultants
38 South Lake Avenue
Troy, New York 12180
518-272-6650 CessieAlf@aol.com
Interviewing Overview : Interviewing Overview Learning is usually focused on observing and reading the client’s verbal and nonverbal communication. Both verbal and nonverbal cues play a crucial role in the communication process.
Must recognize both messages we RECEIVE from the client as well as those we are SENDING.
Interviewing Overview : Interviewing Overview Communication:
Is a process by which information is exchanged between individuals through a common system of words, signs, actions or behavior
Communication: Factors to be Considered : Communication: Factors to be Considered CONTEXT: Setting, location, time, light, temperature, distance between communicators, seating arrangements etc…
PEOPLE: As senders and receivers of feelings, ideas, moods and information.
CHANNELS: Methods used to communicate: facial expressions, handshakes, eye contact, symbols etc…
NOISE: Possible distractions: external noises: from environment or internal noises: feelings or daydreaming
The Client Interviewing Process : The Client Interviewing Process Interviewing techniques require a combination of ART and SKILLS
ART : ART Sense of Timing:
Know when to ask certain questions and when to refrain from doing so.
i.e., the use of silence when not to say nothing and allow the client to say something during the silence
Use of Self:
Examine the feeling that are being generated in you by this person and acknowledge them.
i.e., When ever I leave an interview with the client, I feel sad. This may be indicative of the client’s possible depression.
Timely self exposure (I use to live in the same community as you lived in)
SKILLS : SKILLS Closed – Ended Questions:
Factual Information i.e., place of birth, place of residence, etc.
These questions require a sense of timing and placing. Explain why it is not advisable to start the interview with these questions
Open – Ended Questions:
Where, What, When, Whom and How
Ask for clarification, acknowledging when you don’t understand what is being said, and pointing to inconsistencies. This will engage the client to help you and it will stimulate recall.
SKILLS : SKILLS Open Ended Questions:
-Broad, virtually no restrictions, use some direction and are encouraging
Using these questions the interviewer can find out about a persons:
-Perspectives
-Values
-Goals
LISTENING : LISTENING Listening is one of the hardest and one the most neglected communication skills.
Involves focusing on client’s point of view or idea.
It can be difficult not to offer an opinion, share feelings or interrupt.
PASSIVE LISTENING: Use simple responses: “Really”, “I see”, “Tell me the whole story”, “Tell me more about that” etc…
ACTIVE LISTENING: Paraphrasing what the client is saying, clarify, summarize etc…
LISTENING : LISTENING POOR LISTENERS:
Always interrupt
Jump to conclusions
Finish client’s sentences
Are inattentive: wandering eyes, poor posture
Change the subject
Write EVERYTHING down
Are unresponsive
Are impatient
Fidget
SKILLS, continued : SKILLS, continued Active Listening:
Listening is an active process beyond hearing; reading between the lines.
Listen for what is said and what is not said
i.e., A defendant may say, “I don’t want to talk about that,” but the defendant may actually be saying, “This is very painful.” It will generate feelings of guilt or shame
Paraphrasing:
Giving feedback on what you have heard; using your own words, stimulate recall.
SKILLS, continued : SKILLS, continued Verbalizing Feelings:
This encourages the client to participate.
Identify the concerns of your clients
i.e., If your client is awaiting arraignment and has been locked up since the previous night address his concerns, and try as best as you can to empathize.
Observation Skills:
Reading the body language and identifying the message that is being conveyed.
Observing the physical environment.
Managing the Interview : Managing the Interview Interviewing Settings:
Jail
Home
Court Room
Office
Public Setting: restaurant, diner, café, etc.
Interview Process : Interview Process Initial Interview
Primary purpose is to:
introduce yourself
your function
to obtain information reliant to you client’s case
The length of this interview will depend on the setting, anxiety level of the client and the client’s ability to communicate.
Ongoing Interviewing Process
You should develop an area of focus for subsequent sessions
Termination
Client should be made aware when the interview is upon close (5/10 minutes)
Active listening should take place as the client will start to open up to the interviewer
TOOLS FOR COMMUNICATION ACROSS DIFFERENCES : TOOLS FOR COMMUNICATION ACROSS DIFFERENCES FINE TUNE YOUR LISTENING SKILLS.
CLARIFY WHAT YOU HEAR, PARAPHRASE.
CHECK IF YOUR MESSAGE HAS BEEN HEARD BY YOUR LISTENER, (LISTEN ACTIVELY).
BE AWARE OF YOUR ASSUMTIONS, BIASES & EXPECTATIONS.
DEVELOP CUING SKILLS, (NON-VERBAL COMMUNICATION), BODY LANGUAGE.
LISTEN FOR AND ELICIT FEEDBACK FROM OTHERS.
DON’T ASSUME YOU KNOW WHAT THE OTHER PERSON IS GOING TO SAY: DON’T FINISH THE PERSON SENTENCES.
TOOLS FOR COMMUNICATION ACROSS DIFFERENCES continued : TOOLS FOR COMMUNICATION ACROSS DIFFERENCES continued GIVE THE PERSON WITH WHOM YOU ARE TALKING YOUR TOTAL ATTETIION.
DON’T SAY, “DON’T YOU THINK….OR WOULDN’T YOU SAY…”
REALLY LISTEN, TRYING HARD NOT TO BE DEFENSIVE.
ACKNOWLEDGE THE RISKS OF CONVERSATIONS ABOUT RACE, SEX, SEXUAL ORIENTATION, CULTURE, ETC. BEFORE THE CONVERSATION.
REMEMBER THAT A PERSON’S DIFFERENCE IS NOT THE PROBLEM; IT IS OTHER PEOPLE’S RESPONSE TO THE DIFFERENCE THAT IS NOT FREQUENTLY PROBLAMATIC.
TOOLS FOR COMMUNICATION ACROSS DIFFERENCES, continued : RECOGNIZE THAT GOOD INTENTIONS ARE NOT ENOUGH AND SOMETIMES BESIDES THE POINT.
REMEMBER THAT YOU MIGHT DO A REALLY GOOD JOB BUT THE CONVERSATION MIGHT STILL BE A HARD ONE.
IT IS SOMETIMES HELPFUL TO SHARE YOUR GOAL OF THE CONVERSATION WITH THE PERSON WITH WHOM YOU ARE SPEAKING.
REMEMBER, THIS SHOULDN’T BE A ONE TIME EXPERIENCE; THIS IS A PROCESS ABOUT BUILDING RELATIONSHIPS. TOOLS FOR COMMUNICATION ACROSS DIFFERENCES, continued
TOOLS FOR COMMUNICATION ACROSS DIFFERENCES, continued : TOOLS FOR COMMUNICATION ACROSS DIFFERENCES, continued BEAR IN MIND THAT THE ISSUE OF INSTITUTIONAL POWER IS OFTEN INVOLVED IN A CONVERSATION ABOUT DIFFERENCES.
WHERE APPROPRIATE, USE PRIMARY AND SECONDARY DIVERSITIES AS DESCRIPTIVE TERMS FOR YOURSELF, (IE, REFER TO YOURSELF AS WHITE WOMAN).
WHEN DESCRIBING OTHERS, WHERE APPROPRIATE, USE PRIMARY AND SECONDARY DIVERSITIES AS DESCRIPTIVE TERMS FOR THEM, (IE, HE IS A TALL, AFRICAN AMERICAN MALE).
Interview vs. Interrogation : Interview vs. Interrogation INTERVIEW: A formal meeting between two people for the purpose of exchanging information.
INTERROGATION: Asking formal questions to obtain the truth through planned or unplanned approaches and techniques.