KENYA SCHOOL OF GOVERNMENT

SENIOR MANAGEMENT COURSE

INTERVIEWING SKILLS
What is an Interview?
An interview is a two-way communication process
that involves a face to face interaction of at least
two people. It often consists of a series of
questions and answers.

An interview is defined as ‘A meeting of persons

face to face’.

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Types of Interviews
There two types of interviews:
a) Information interviews
b) Job interviews

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Purpose of an Interview
Interviews are conducted for the following reasons:
1. To acquire and understand information
about the other person, a particular
subject/topic, or a particular activity.
2. To select a person for a specific task.
3. To monitor performance.
4. To exchange information.
5. To advise.
6. To counsel.

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Key Aspects to Consider Interviews
Successful interviews should take into account the
following:
1. Objectives – Clarity on the desired
outcome of the interview (where you want
to get to or what you want to achieve).
2. Venue – Make a decision on the following:
a) Suitable venue/location - It should be:
- Comfortable, private, and free from
interruptions.
.
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b) The Room – It should be:
- Warm, well ventilated, and well light
This encourages a constructive exchange of
ideas.
c) The Seats – Should be:
- Comfortable and of a style compatible with
the formality of the interview. For example,
it is difficult to carry out a disciplinary
interview from easy chairs around a coffee
table.

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b) The Position of Furniture – This should
relate to the formality of the interview. For
example, a desk will form a physical and
psychological barrier between people. It
should only be used for formal interviews.
c) The Waiting Room – It should:
- Be comfortable
- Have adequate reading materials which
should provide adequate information about
the organisation.

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‾

3. Prepare – Preparation, and

standardisation of the interview process by
taking into account the following factors:
- When is the interview to be arranged?
- How much notice should be allowed?
- How much time should be allowed?
- Who should conduct the interview?
- Who should be the most suitable
interviewee?
- What questions need to be asked?

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 - How will the answers be recorded for
future reference?
- How will the interviewees be compared
with each other after the interview?(if
assessment is needed especially for job
interviews.)
- What information will be given to the
interviewee? Therefore, a set of specific
questions geared to getting specific
information should be made.
- What information will be obtained from
the interviewee?

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4. Conduct - Actual conducting of the
interview requires the following skills:
a) Questioning - Setting the right
atmosphere for effective questioning
begins with the arrival of the interviewee.
Few minutes should be spent in social
communication in order to provide a
relaxed environment and establish a
rapport between them.
Type of Questions
1. Open questions
2. Closed questions

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4. Conducting the Interview
a) Questioning Skills
- Setting the right atmosphere for effective
questioning begins with the arrival of the
interviewee.
- Few minutes should be spent in social
communication in order to provide a relaxed
environment and to establish a rapport .
Type of Questions
1. Open questions
2. Closed questions

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1. Open questions - Enable the interviewer to
gather more information because of the
following:
- They encourage the candidate to provide a
full answer, for example;
How would your past experience help you
to do this job?
- Give the interviewee a good opportunity
to present Himself/herself.
- Provide in-depth information to the
interviewer who can spend more time
listening to and assessing the ‘whole’
candidate.

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Types of Open Questions
i) Probing questions
- Used to gain more information possibly
because a previous answer was vague or
incomplete. For example:
I can understand your pride in the project
finishing early and below the budget but
what precisely was your contribution to that?
- Provide a greater depth of knowledge about
the interviewee
- Test the genuineness of answers already given.

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ii) Situation related questions
- Provides the interviewee an opportunity to
illustrate his/her skills in dealing with a
particular situation. For example:
How did you deal with that member of staff
who was repeatedly late for work?
- Enables the interviewee to show how
experienced he/she is in dealing with such
problems.
- Gives the interviewer a basis on which the quality
of the answer can be compared with those of other
candidates.

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iii) Link questions
- Creates a smooth logical flow in the
interview. This is formed by picking
up the last or an earlier response from
the interviewee.
- Usually asked in order to move on in a
desired or different direction. For example:
You mentioned that you were concerned
about the way in which we measure
inventory levels;how does this fit in within
our plans for a new production control
system?

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iv) Simulation questions
The applicant is physically presented with some
possible aspects of the job situation.

v) Definition questions
This requires applicants to demonstrate their
knowledge of terms, concepts, and tools.

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Types of Questions to Avoid
1. Leading questions
- Leading the candidate to agree with the
interviewer
- Reveal the interviewers own opinion so
that a candidate with any sense will give
the answer the interviewer wants to hear
- Don’t you agree that managers should be
really strict when dealing with bad time
keeping?
 Types of Questions to Avoid(contd.)

2. Discriminatory questions
- Are questions which are asked of some
candidates but not of others.
For example:
How would an attractive lady like you
feel about working in the stores adjacent
to the workshop?
N.B. You would not ask this if the
candidate were a male
 Types of Questions to Avoid(contd.)

2. Mutiple Questions
Consists of a number of questions
presented as a package to the interviewee
- May confuse the interviewee.
- The interviewee tends to respond to only
one question(0ften the ‘safest’ or the last
one)
For example: What was your main work in
that period, how did you like it, and how
does it compare with your present Job?’
2. Closed questions – They require only a yes
or no answer. Useful for checking facts but
they ‘close’ the communication until the
next question is asked. Although they are
time saving, the interviewer may obtain
skeletal information.
- They do not give any other additional
information other than a response to a
single fact.
For example:
Do you have a driving licence?
.

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b) Listening
c) Summarising
d) Note-taking
e) Judgement and Analysis – Making
judgement and analysing the results.

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b) Listening Skills
A good interviewer spends about two-thirds of the
interview time actively listening.
Active listening calls for constantly displaying
attention to the interviewee and being active in what
is being said. For example,
‾ Show attention by looking at the candidate.
‾ Smiling and nodding at appropriate times in order to
encourage the candidate.
‾ Resisting the temptation to allow your mind to
wonder on to other things.
c) Summarising Skills
Summarising helps to:
- Review or reflect on what the interviewee
has said
- Clarify information where necessary from
time to time.
- Ensures you and the candidate have the
same understanding. For example:
Would I be correct in saying that your
present job includes financial
administrative and personnel
responsibilities?
d) Note Taking
- Never rely on memory when conducting
interviews.
- Note-taking should not interrupt the flow of
the interview.
- It should not prevent the interviewer from
listening actively
- Preferably, use a pre-designed interview
profile sheet
Closing the Interview

- Make it clear you that have finished your

questions.
- Give an opportunity to ask any relevant
questions to you.
- Answer such questions as fully and frankly as
possible.
- Close the interview in a way that the
candidates leaves feeling comfortable.
- Advise the candidate on the next point of
action

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Don’ts in an Interview
- Don’t get drawn into an argument with an in
interviewee.
- Don’t allow the interviewee to take over For
example, by asking too many questions.
- Don’t allow the candidate to waste time on
any question and so prevent you from
completing the interview fully.
- Don’t stay on a subject which has been
answered; summarise and move on

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 Don’ts in an Interview

- Don’t intimidate a nervous candidate; give

him/her a little time to relax,then proceed
gently but firmly.
- Don’t be taken by a boastful candidate;ask
probing questions and get to the truth.
- Don’t arrive at an interview unprepared.
- Don’t keep an interviewee waiting;it will
merely set the wrong tone for the interview
from the beginning.

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 e) Making Judgements and Analysing
Results (Used in Job Interviews)
- Having gone through all the preceding steps
make the best judgement and decision
• Check the information you have collected
against the objectives to ascertain which
candidate is the closest match to the person
specification and the criteria for the job.

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 The Scoring Card
- Used in the structured interviews
- Makes it easy to compare several candidates
on their merit of their responses
- Eliminates distortions caused by by interview
bias, differences in questions and
interpersonal factors.

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The Job Interview Process

The interviewee should identify the following

features in themselves, be able to clearly articulate
them, and give a favourable impression. :
- Transferable skills
- Key accomplishments
- Management style
- Unique selling points or promotional features
- Personal and professional strengths

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Types of Job Interview Questions

These are grouped into the following categories:

a) Traditional interview questions – These
often require straightforward answers.
i) Job expectations.
ii) Academic background
iii) Work experience
iv) Career goals
v) Strengths and weaknesses
vi) Knowledge of the organisation .

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b) Behavioral interview questions - Often an
employer has already decided what skills
are needed in the person they want to hire,
and the employer will ask questions to find
out if the candidate has those skills,e.g.
- Problem solving/analytical skills
- Good decision making skills
- Team work
- Initiative
- Creativity

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 Behavioral Interview Questions (contd.)

Behavioural Interview Questions (contd.)

- Honesty/integrity
- Communication skills
- Ability to handle stress
- Ability to handle ambiguity
c) The employer uses a task/work
assignment in the interviewee’s past
history in order to assess the interviewee’s
ability to behave or respond in certain
situations.

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Role of the Interviewee
a) Preparing for the Interview
i) Know yourself - In terms of work related
values, interests, skills, strengths and
weaknesses
ii) Job Analysis - So as to see if one’s skills
match those in a given job advertisement or
job description
iii) Know the employer –
- Research the Organisation - Do a
background check on the organisation
e.g. vision, mission, functions, etc
- Research the occupation – job function
- Script answers to possible questions
regarding key points about yourself
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 Role of the Interviewee (contd.)

Preparing for the Interview (contd.)

- Rehearse until you can easily answer
questions with clarity and crispness
- Prepare at least 5 questions from various
topics that you may want to ask your
prospective employer.

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b) During the Interview
Make a good impression in terms of:
- Communicate effectively i.e. 55% body
language; 38% tone of voice; and 7%
content
- Good nonverbal behaviour
- Dressing appropriately/professionally
- Having a firm handshake
- Being confident
In an interview one is evaluated on the
basis of his or her personality and skills.

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 After the Interview (contd.)

c) After the interview

Importance of evaluating the interview in
order to find out whether there were areas
of difficulty so that one can improve next
time.

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Role of the Interviewer

Interviewers are interested in the interviewee’s:

• Confidence
• Credibility
• Competence

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Role of the Interviewer
Interviewer should note the following:
- Must be in control of the interview session
- Every interviewee is a guest in your
organisation, hence he/she should be well treated
- Begin the interview session with a warm
greeting
- Encourage interviewee to respond positively
- Ensure a structured smooth flow of information
exchange between interviewer and candidate
- Take notes during interview.

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An interviewer should also look out for the
following in an interviewee:
- Punctuality
- General preparedness for the interview e.g. having
prepared questions for the interviewer
- Being warm, friendly, direct
- Having a sense of humour
- Good writing or good communication skills
- Nonverbal behaviour e.g. eye contact
- Imagination
- Specific behaviour in the past
- References

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a) Before the Interview
- Prepare thoroughly for the interview by
going through the candidate’s(s’)
application letter, curriculum
vitae/resume, letters of references (if
requested), etc. Also ensure that everyone
in an interview panel has copies of the
same.
- Analyse candidate’s resume before the
interview and frame the lead questions.
- Develop a simple outline that covers
general job duties.
- Ensure that interview room is well
arranged.

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b) Conducting/during the interview
There are 3 steps to follow while conducting an
interview:
Step 1: Opening the Interview - Your purpose is to
put both you and candidate at ease, and set the
stage for an open conversation. One should also
take into account the following when opening the
interview:
- Build rapport
- State the agenda
- Ask for acceptance

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Step 2: Gathering Information - This represents 70
to 80 percent of the interview.
One should take into account the following when
gathering information from the interviewee:
- Ask lead questions
- Ask follow-up questions
- Transition to the next subject

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Step 3: Closing the Interview - The close of the
interview is used to indicate to the candidate that
the information-gathering portion is complete and
the interview is about to wind up. Take into
account the following when closing an interview:
- Ask for and answer questions
- Promote the organisation and the job
- Outline the next step
- Thank the candidate

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Evaluation of Candidates
The interviewer should take into account the
following:
i) Summarise the interview - Refer to the
candidate’s resume and the notes taken
during interview
ii) Score the candidate - Review job
requirement, mention success factors, and
calculate the score
iii) Manage your bias - Be very careful to
identify and overcome any biases.

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Difficult Interviews
- Some interviewees demand particularly
focused interviewing techniques. Hence,
the interviewer’s ability to handle different
types of candidates.
- Before interviewing, develop an
understanding of the following types of
candidates:
i) Nervous candidate
ii) Uncommunicative candidate
iii)Talkative candidate

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Effective Communication in Interviews
It includes:
i) Active Listening - Follow the 70/30 rule,
that is listen 70 percent of the time; talk 30
percent of the time.
ii) Nonverbal behaviour – Project positive
behaviour e.g. silence when the other
person is speaking, leaning forward to
show an interest in what the person is
saying , maintaining eye contact, etc.
iii)Verbal devices – Restatement of questions,
use of expanders like “I see”, “That’s
interesting”.

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Common Job Interview Mistakes
1. Lateness
2. Indicating lateness is due to poor direction
3. Untidy and inappropriate dressing
4. Slouching in seat
5. Not maintaining good eye-contact with
interviewer
6. Asking what the organisation does
indicator of no prior research done on
organisation

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Common Job Interview Mistakes (Contd.)
7. Can’t make a connection between your
skills and needs of the prospective
employer
8. Bragging about achievements but unable to
provide evidence
9. Being low-key and displaying no
enthusiasm for the job
10. Answering most questions with a
simple –yes or no
11. Appearing desperate for a job

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Common Job Interview Mistakes (Contd.)
12. Calling the interviewer by first name or a
wrong name
13. Giving obvious memorised responses and
forgetting certain portions
14. Badmouthing current or former employer
15. Asking if you will be taken
16. Blurting out the salary expectation
17. Replying no when asked if your have
questions
18. Talking too much
19. Undervaluing or overvaluing your worth

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Sample of Job Interview Questions
- Tell us about yourself
- What is your overall understanding of the role on
offer? The Scope, expected deliverables, etc.
- Why is the role important for the organisation?
- Why are you interested in this role? What is your
motivation?
- What do you bring on board? What is unique
about you that makes you stand out from all other
candidates?

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Sample of Job Interview Questions (Contd.)
- What do you see as critical skills that you must
have in order to succeed in this role?
- In your own opinion, what do you think would be
your challenges if you did take up this role?
- How does this role contribute to your overall
career development and ambitions?
- Are there any relationships that you find critical
for you to deliver in this role?
- What are your weaknesses?
- How do you handle pressure at work?

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Sample of Job Interview Questions
- Have you ever worked with a member of a
team with whom you could not agree?
- What shape do you see your career taking
within this organisation?
- This job involves relocation. Do you see this
as a challenge for you and your family?
- Do you have any questions for us?

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Conclusion

A successful job interview should

determine if there is a match between the
individual and the job, and should ensure
that the right candidate gets the job.

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