Great interviewers realise that rapport involves more than meeting and greeting.
- Make a mental and emotional connection. It's a continual process of building a relationship based on trust and understanding.
Good interviewers listen.
Great interviewers realise that listening involves more than using our ears.
- Begin active listening by making a decision to become genuinely interested in what the interviewee thinks, feels and wants.
- Show interviewees that you are really attending to what they are saying through an open posture and eye contact.
- Listen for the meaning behind the words.
- Demonstrate you've listened to your interviewee by showing you are finding what they are saying interesting and encouraging the speaker to tell you more.
- 首先，給自己一個承諾：要真誠看待受訪者的想法、感受和期待。
- 透過肢體語言和眼神接觸，讓受訪者知道你在專注於他們所說內容。
- 傾聽話語背後的意義。
- 最後將所聽到與理解的內容，重述給受訪者聽，強調某些有趣可在深入探討的議題，以鼓勵受訪者分享更多。
一方面暫緩受訪者被連續的問題轟炸，讓他們知道你懂；另一方面也可讓雙方釐清並確認搜集到的資訊無誤。
Good interviewers are sympathetic.
Great interviewers are empathic.
- Make people feel understood and valued.
- Use "empathic reflections" to give the speaker a verbal summary without passing judgment.
- "You feel...because..."
- "I'm picking up that you..."
- "So, from where you sit..."
- "It seems as if..."
- "I get the feeling..."
- "What I hear you saying is..."
Good interviewers are aware they might be biased.
Great interviewers use their self-awareness to uncover blocks to listening.
- Genuinely believe there's no right or wrong answer.
- Do not judge what's being said.
- Be aware of seeking confirmation, anxious or defensive reaction. Remember that it doesn't matter what you like, because you are not the user.
- Be non-judgemental towards both opinions and people.
- Ask yourself, "What am I thinking and feeling right now in reaction to this person?"
- 打從心底相信受訪者的答案沒有對與錯之分。
- 不要評論與批評受訪者所說的話。
- 覺察自己尋求認同、焦慮或反抗的反應。
- 對於人與觀念都要抱持著不妄加評論的態度。
- 時常問自己，「和此人互動時，我心裡想什麼、感受到什麼？」
Good interviewers note inconsistencies between what someone says and what they observe.
Great interviewers investigate these inconsistencies.
- Offer a gentle challenge when you see a discrepancy between what interviewees say and what they do. It may be a "blind spot".
- A good challenge is specific and non-accusatory. The purpose of a challenge is to stimulate discussion and help both of you understand more about the situation.
- "You say you follow the process yet I noticed you seem to do things differently at two points."
- Sandwich: positive feedback + "I'm finding our meeting really interesting," + the challenge + "If we can discuss that, you'll help me even more".
- 點出受訪者言行不一的情況，深入調查。
- 一個好的試探應該是明確且委婉方式，目的在於刺激討論，幫助彼此更加了解。
- 亦可先做正向總結，再提出試探性的問題。
(Source: Site visit interviews: from good to great by Anna-Gret Higgins)
