Page 43 - Communication in Organizations Basic Skills and Conversation Models

Communication in organizations 32

interested in very specific answers to very specific questions, where the answers can
easily be processed. It is important in such interviews to get as many responses as
possible in a relatively short time period.
In this chapter we limit ourselves to discussion of the semi-structured interview. When
using standardized interviews or surveys one only has to read the interviewee the
questions and note down the answers. When discussing the conversational technique of
this type of interview, not much more can be added to it than that the interviewer has to
pose the questions, which are already on paper, in a neutral tone of voice, therefore not
suggestively. Much of what is said about the semi-structured interview is also applicable
to the open interview. First we discuss the preparation of this type of interview and then
the execution of the interview. We explain the various steps with the aid of an example
from Dinner Ltd and end with a summary.

Preparation of the semi-structured interview

Construction of the interview scheme
The preparation of the semi-structured interview begins with setting up an interviewing
scheme. We do this by dividing the main theme into several subthemes. Then for each
sub theme several questions are formulated. In the previously discussed example, the
main theme is the opinions of the employees about the automation of menu prices and
menu planning. Sub-themes of automation could be: (dis)satisfaction with the current
situation, problems with work processes, possibilities for improvements, or the expected
results of automation.
Within each subtheme both open-ended and closed questions can be predetermined.
Closed questions ask for specific information, such as how much time certain parts of a
task take to be completed. Open-ended questions are used when appreciation of certain
parts of the task or situation is involved. The interview scheme forms the skeleton of the
interview (see Figure 4.1).
Within the subtheme current situation the following questions could be asked:
• Can you give a description of your daily tasks?
• How many aspects does that task consist of?
• How do you feel about the time division?
• What do you like about it?
• What do you like less/dislike about it?
• Which part would you like to spend more/less time on?