Page 56 - Nutrition Counseling and Education Skills: A Guide for Professionals

devices, failure to maintain eye contact, sitting back in too relaxed a posture, frowning, yawning, and tone of
voice all may convey a negative message and inhibit effective interviews. Attentiveness may be shown, for
example, by appropriate nonverbal behaviors such as friendly eye contact, interested facial expression, good
posture, smiling, and nodding.

It is normal for people to experience some discomfort or reluctance during interviews. Rapport is the
personal relationship established between the interviewer and the respondent. Rapport should be established
early and continue to be developed. It is important to build a friendly and supportive climate, to release stress,
to put the person at ease, to build trust, and to provide nonjudgmental verbal and nonverbal responses no
matter what the person says.3 The person’s disclosure should not be labeled “right” or “wrong.”

The interviewer strives to create an environment of respect and trust by arranging conditions in which
individuals perceive themselves as accepted, warmly received, valued, and understood. Trust must be earned;
without it, vital self-disclosure on the part of the respondent may be limited. Setting oneself up as the “expert”
and the respondent as the “receiver of one’s expertise” inhibits relationships. “I’ve had a lot of experience with
this and will be able to tell you what to do,” is not a helpful approach. Respondents overwhelmed by the
professional’s expertise and position may reply with information they think is sought or acceptable instead of
what is useful.

Rapport may be inhibited by addressing people by their first names. This may be interpreted as too
informal or a lack of respect by some people and in certain cultures. A woman 72 years of age, for example,
may not like being called “Martha” by someone who is 30 years old. When in doubt, use both names, such as
“Martha Smith,” “Mrs. Smith,” or a query “Would you prefer to be addressed as Mrs. Smith or Martha?” Also
tell how you wish to be addressed. Addressing yourself by your surname and the client by the first name
creates a superior–subordinate relationship.

Freedom from Interruptions

To devote full attention to the interviewee, the professional should arrange to have phone calls held and turn
off cell phones. If a call must be answered, the phone conversation should be brief, with apologies given to the
interviewee. In the hospital setting, asking to turn off the television, closing the door, and selecting a time
when staff and visitors are less likely to interrupt are advisable. The setting should be comfortable, quiet, and
private.

Psychological Privacy

Since private matters will be discussed, the interviewer and interviewee should be alone. A quiet office without
interruption is preferable. At the patient’s hospital bedside, however, others may be present in the room.
Whenever possible, arrange the setting so that the interview cannot be overheard and is not interrupted; this
promotes the giving of undivided attention and that adheres to Health Insurance Portability and
Accountability Act (HIPAA) requirements. Assure the interviewee that their information will be treated
confidentially and shared only with pertinent healthcare providers.

Physical Surroundings

A comfortable environment with proper furniture, lighting, temperature, ventilation, and pleasant

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