Signposting
When two people communicate, there are times when they fail to understand one another. Some explanation is necessary. When speakers identify that listeners have failed to appreciate the question, there is an obvious temptation to ask the question again – perhaps louder!
The problem with this approach is “bumping,” which inhibits a steady flow of understanding. Such problems often arise in telephone interviews. Bumping arises in a conversation when one person hears what is said in a question but needs time to think about the answer. In the meantime, the questioner grows increasingly apprehensive, worrying that the question has not been phrased in the right way.
This nervousness builds to a point where the questioner asks the same question again or re-phrases it – and ends up talking just as the question is being answered by the interviewee. Neither hears what the other says, and confusion and embarrassment reign.
When asking questions, make them simple then stay quiet and watch the body language of the interviewee – are they clearly thinking the question through. If unsure about whether the question has been understood, fall back on the signposting channel of communication. Think of communications between you and the interviewee as passing down two separate channels, which the interviewee can handle with ease.
- The interview channel – devoted to the subject we are talking about.
- The signposting channel – used to talk about how the interview is progressing.
If things are not going well, do not overload the interview channel; instead, switch to the organisation channel.
Interview channel:
“What do you think the political polling figures will be saying to us next week?”
Imagine the interviewee is now thinking about this somewhat difficult question.
You have two choices for the next action as an interviewer:
1. Use the interview channel again:
“I mean, do you think support for the ruling party might worsen to unacceptable levels, that they may face losing the election?”
But this could confuse the interviewee who will start thinking about this new question instead of finishing her thoughts on the first.
2. Use the organisation channel:
“I’m sorry, I just want to make sure you understand my question.”
The questions are so different the interviewee will be able to handle both inputs at the same time. The chances of confusion are reduced.
Here are some other possible organisation questions:
“Am I speaking too clearly?”
“Am I assuming too much?”
“Would you like me to re-phrase the question?”
“I need to write down what you said. Could you just wait a second please?”
“Would it help if I re-phrased the question?”
“Perhaps we could look at this a different way…”