Page 76 - Communication in Organizations Basic Skills and Conversation Models

The personal problems interview 65

prescription model and the cooperation model (Lang & Van der Molen, 2003). We also
indicate our preference for the cooperation model. The choice of dialogue model that can
be used in conducting an interview or a series of interviews is then discussed. Here we
identify two phases: problem clarification and action planning. In both phases there are
several goals for both manager and employee. We also examine the communication skills
necessary to achieve these goals, and a general strategy for development of an action
plan. We give attention to the skill of giving advice and under the same heading we deal
with referral. If there are serious psychological problems it is advisable to refer the
employee to a psychologist or psychiatrist. We finish with a summary of the dialogue
model.

Diagnosis-prescription model versus cooperation model

We now discuss two styles that the manager can use in the personal problems interview.
In order to explain both styles we make use of our practical example. The following two
fragments of dialogue illustrate both styles:

Fragment 1

1 HARRY: Alex, I’ve asked you in for a chat, because I have a feeling your work’s not
going well. Do you have any thoughts about this?
ALEX: [a bit surprised] What do you mean by not going well?
2 HARRY: Come on Alex, don’t tell me you haven’t noticed. But if you insist, I’ll give
you some examples. During our last meeting I noticed you weren’t as involved as
usual, as if your mind was somewhere else. And then the waiters in the team tell me
you’re unreasonably short with them. Well, it’s made me think. I could be wrong, but I
thought there might be a problem.
ALEX: Yeah, I see what you mean. It’s true, I’ve done better.
3 HARRY: Has anything happened here?
ALEX: No, nothing special, although we are behind schedule.
4 HARRY: True, and that’s a nuisance, but it’s no reason to walk around with a long
face.
ALEX: I guess not.
5 HARRY: So, has anything happened between you and one of the waiters, or something
else here at work?
ALEX: No, no, not that I know . . .
6 HARRY: Well, then that’s not it. [looks pensive]
ALEX: [waits]
7 HARRY: Hmm, let’s see, are you having more trouble concentrating than before?
ALEX: No, not really.
8 HARRY: Everything all right at home, Alex?
ALEX: Sure, everything’s fine.
The conversation continues along the same lines: Harry asks the questions, Alex gives
short answers and waits for the next question. Harry tries to find out why Alex is not