RealityCharting e-book .pdf - SERC Home Page

Facilitation Skills
by developing a Realitychart of the interviewee’s reality because
the interviewee sees where you are going with the questions. Be
careful not to restrict yourself to the Realitychart unless you are
well into the development of it and the purpose of the interview
is to finish off a cause chain.
4. Understand the group dynamics prior to the interview. The
politics of an organization can get you in trouble quicker than
anything. For example, if the interviewee has a vendetta against
his or her boss, the information may be very biased. If you do not
know the politics or group dynamics of an organization going
into an interview, try to find an unbiased person to help you.
5. Be prepared with predefined questions. A formal interview
should never be an impromptu activity. Always spend time
preparing questions so you have a direction. This does not
mean you are restricted to these questions, but it provides
initial structure. More often than not, your questions will not be
used because the interviewee will take you to places you never
dreamed of.
6. Be prepared to listen with an open mind. Listening is the key to
effective interviewing. Suspending judgment or maintaining a
positive bias while listening is just as important.
7. Dress appropriately. Unfortunately, we judge others by the first
impression. One’s appearance is an important part of setting the
stage for success. Dress up or down depending on the situation.
If you have to go to a dirty place, such as the location of the
event, to conduct the interview, wear clothes that can get dirty,
not formal or dressy attire.
8. Catch people at a relaxed time. If interviewees are busy
performing their job or focused on work, they cannot be
expected to have their minds on your questions. Creating a
relaxed environment or finding such an environment to conduct
the interview can reduce any worries they may have. Meal breaks
may be a good time for interviews, although you need to be
careful not to impose on someone’s time or give the impression
that the company won’t take its time to investigate the problem.
9. Always meet on the interviewee’s turf or at a neutral location. A
neutral location is not the conference room next to the boss’s
office.
10. Sit on the same side of the table with the interviewee if
possible. This will help create a relaxed environment, not one
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