Interviewing
Questions we want to ask:
1. Who as PTAs do we communicate with?
2.
In what ways do we communicate?
3.
Why do we communicate?
4.
What must occur to have communication?
5.
What rules or regulations do we need to comply with when we communicate?
6.
What boundaries must we take when we are communicating?
7.
What considerations do we need to take when communicating to another person?
8.
How can you determine if a person understands the communication that is occurring?
9.
What role does presentation make when we are interviewing?
10. What do the APTA and CAPTE say about PTA and interviewing?
11. What do we ask during interviewing?
Communication requires 2 things:
1. giving the message clearly
2. receiving the message clearly
In an ideal communication setting, the speaker provides information exactly as he intends it and the
receiver interprets exactly as the speaker meant it. The receiver then becomes the speaker and in
turn, is able to provide exact information with exact interpretation by the 1st speaker.
Unfortunately, an ideal communication rarely occurs because the requirements are seldom met.
Example: Mrs. Jones is having surgery on her ileum tomorrow. The receiver hears: Mrs. Jones is
having surgery on her ilium tomorrow. Receiver: Will she have a pin put in the ilium? The first speaker
is talking about surgery of the intestines, where the receiver heard it as part of the pelvis.
Ideal communication must have:
1. both parties to be excellent communicators
2. Able to express exactly what they mean
3. Free of bias
4. Free of defensiveness
5. Free of conceived notions
6. Willing and able to listen attentively
Very few of us are able to do this without effort and practice. The difficulty comes when the
communication reveals that the message that is received or interpreted by the listener is derived from:
9% spoken content, 35% tone of voice and 56% of body language.
There are 3 different styles of communication: speaking, questioning, listening
Speaking
The content of speaking is enhanced by:
1. the organization of thought. What this means is that we know exactly what you want to say. Now if
you are like me, you know what you want to say, but something else comes out. If that is the case,
then slow down. Think what you want to say and then pause and then say it.
2. It is clear and has direct statements
3. You want to avoid the use or words which will cause defensive or negative reactions and this
diminishes your credibility or the listener's ability to hear you. This is sometimes known as fighting
words.
4. You need to minimize unnecessary verbiage and fad language. Between my daughters and
students, I am learning more and more fad language. I was confused when a student said something
about their bling bling and I had no clue what they were talking about. Unfortunately, as I learn the
fad language, then it is changed on me and I have to relearn everything again.
5. Be aware of your distracting habits, such as uh, ok, or constantly clearing your throat.
Tone of Voice
The tone of your voice is enhanced by:
1. appropriate volume
2. inflection and emphasis of significant words as opposed to monotones
3. You want to avoid negative intonations, such as: sarcasm, condescension, insinuation, accusation,
boredom, timidity and nervousness
Body Language
Body language is enhanced by: relaxed but attentive posture, facing the speaker, facial expression,
comfortable eye contact, neither a staring contest or a avoidance, avoidance of too many distracting
mannerism, such as licking lips, pulling on mustache, pacing, fidgeting hands and folded arms.
The tone of the voice and body language are perhaps the 2 most common areas in which people
unintentionally communicate.
Questions
There are 3 types of questions: open ended, closed ended, and leading questions/statements
Closed Ended Questions are used when you are looking for a specific data and you want a brief
response. You will provide limited choices of client responses. Normally a yes or no question, a
number scale, very specific one or two word answers. You can also use this when you want clear cut
and precise information such as in the PT evaluation and history taking and with a very talkative
person. Closed ended questions will tend to limit and control the communication rather than
encourage spontaneity.
Open Ended Questions: This allows the person to have an open ended response. May lead to
unexpected information and is usually more time consuming. An example is can you tell me how you
injured yourself. Tell me what you like about your Introduction to PT Instructor.
Leading Questions/Statements: These are basically putting words into a person's mouth. An example
would be "you rate your pain a 10/10, right?
Listening
1. Non-Attentive Listening: This often occurs when the listener is distracted or busy. Sorry guys, but
this is what I get if the football game is on or if KU is playing from my husband. It requires little
concentration, effort and encouragement or eye contact. When receiving the message, remembering
the lesson is lessened, creating an increased risk of miscommunication and interpretation. It may also
cause the speaker to back down and stop talking.
2. Attentive Listening: This is more than hearing. It requires the following:

Complete concentration and undivided attention to both verbal and non-verbal
communication.

The listener must put aside their own emotion, bias, thoughts, and totally concentrate on the
message.

Advising, judging, moralizing and interrupting must be stopped.

Body language that expresses interest, openness and non-judgmental attitudes

involves clarification, paraphrasing, silence and summarization
It does not mean that you have to agree with what the speaker is saying or that you have to condone
his/her actions and values. The purpose of attentive listening is to:

Enhance the speaker's self-image, because he has been heard, understood and taken
seriously.

Clarifies the speaker's thoughts and feelings

Discharges the speaker's emotional energy

Allows the speaker to perceive that he is being accepted

Overcomes the speaker's sense of isolation, or fear of being wrong

Enables the listener to "know" the speaker on a new level

Enhances communication, cooperation and understanding between groups of people.

Gains respect for you because you are open and willing to learn
How to listen attentively: you must decide to listen and must follow on 2 levels: the content and the
feeling.
1.
2.
3.
4.
You must reflect on what has been said. If you are not sure you understand, ask questions to
clarify.
Move to feelings only if and when it seems appropriate. Listen for and identify the basic
general feelings, such as anger or fear.
Feed the feeling back to the speaker, such as saying "you must have been very frightened
about that".
Communicate a desire to understand, whatever that feeling is and summarize what he person
has told you.
Things to Avoid in Attentive Listening:

Me-too-ism: examples of this are "I know what you mean" "That happened to me too"

Preaching, moralizing, and being judgmental "How could you do such a thing"

Giving advice

Giving cheap consolation

Arguing with the speaker

Playing psychologist

Cutting the person off

Body language not coinciding with the words

Reprimanding

Letting the person ramble on indefinitely

Taking sides in a conflict

You are there to listen, not to solve problems