Page 60 - Nutrition Counseling and Education Skills: A Guide for Professionals

Continue building rapport

Closing Express appreciation

Review purpose; ask for comments or questions. Plan future
contacts.

Table 3-1 ■ The Interview Process

In the hospital setting, the interviewer may ask, “Are you Mary Johnson?” If answered affirmatively, you
may respond, “I’m glad to meet you. Do you prefer to be addressed as Mrs. Johnson or as Mary?” The
professional may add how he or she prefers to be addressed, such as “Please call me Mike.”

If the patient’s physician has requested the contact, the interviewer may mention this. “Did Dr. Smith tell
you that he asked me to visit you?” If the answer is “no,” explain about the physician’s request. A discussion of
the nature and purpose of the interview may follow, along with how the individual will benefit. For example:
“Dr. Smith mentioned that you have high blood pressure. He asked me to talk with you and see whether we
can find a way to reduce the amount of salt and sodium in the foods you eat. This is one way to help you
control your blood pressure.”

Before unleashing a barrage of questions, a few minutes may be spent on other topics to develop some
rapport. A dialogue, not a monologue, is appropriate. Discussion of known information from the medical
record or from the application form or resume of job applicants may be appropriate. Alternatively, the
weather, sporting events, holidays, a national or international event, traffic, parking, or any topic of joint
interest may be helpful in opening the discussion. Although one has a task to complete, small talk is
important in developing and building the relationship. It should not be prolonged, however, or the
interviewee may be wondering when you will get to the purpose of the discussion. A time frame for the
interview may be mentioned.

When interviewees initiate the appointment, it is preferable to let them state in their own words their
problem or purpose for coming. The manager may ask, “What brought you to the Friendly Company to seek
employment, Mr. Smithfield?” or for a client, “How have things been going since your last appointment when
we talked about your goals for weight loss?” Or “When we talked on the phone, Mrs. Jones, you mentioned
that your doctor told you that you have borderline diabetes. How can I help?” When interviewees are given
the chance to express themselves first, the interview begins with their agenda, or what they think is important.

Although it may seem time-consuming, the opening exchange of either information or pleasantries is
important and should not be omitted. It creates a positive climate for open communication.26 Rapport, a
degree of warmth, a supportive atmosphere, and a sense of mutual involvement are critical components in the
interview. Willingness to disclose information about oneself is influenced by the level of trust established in
the relationship, and cooperation and disclosure are crucial to success.

Interviewees quickly develop perceptions of the situation and make decisions about the amount and kind of
information they will share. They form impressions of the interviewer just as the professional does of them.
Before directing the conversation to the second stage, the purpose, goals, or nature of the interview, the
length, and how the information will be used, should be clearly stated and understood so the person knows
what to expect.3

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