Page 45 - Communication in Organizations Basic Skills and Conversation Models

Communication in organizations 34

interviewer finally makes it clear how the information gained will be used and ensures, if
necessary, confidentiality. It speaks for itself that a head of department who has breached
the confidentiality of his employees should not expect to receive confidential information
in the future.

Following the interview scheme
The middle section of the interview skeleton consists of following the interview scheme.
This part takes up the majority of the time and the interviewer makes use of the basic
communication skills discussed in Part I.
By showing attentive behaviour, the interviewer creates a quiet and relaxed
atmosphere. With the aid of open-ended and closed questions the interviewer gains
specific information about the facts and ideas, opinions and views of the interviewee. By
making the information concrete, the ideas, opinions and views are made more specific.
By paraphrasing and using reflection of feelings the interviewer displays paying close
attention with the consequence that the interviewee feels understood. These last two skills
can also be used by interviewers to check whether they really do have a good
understanding. If this is not the case, the latter can correct the mistake. By making use of
summaries, interviewers can close a subtheme, after which they need to make an explicit
transition to the next subtheme.

Closing the interview
When all questions from the interview scheme have been asked, the conversation is ready
to be closed. The interviewer needs to indicate that the end of the interview is coming
soon. Before interviewers actually end the conversation, they can give the interviewee the
opportunity to address subjects they consider relevant. Maybe there are still some
questions that the interviewee would like the interviewer to answer which the interviewer
had not been able to go into previously. Furthermore interviewees should be informed
about the approximate time it will take to process the results of the interviews, and also
whether and when they will be able to see a report about them. Finally, a word of thanks
is appropriate for the time and effort the employee has given to taking part. (Figure 4.2
presents and overview of the semi-structured interview.)