Supporters: They agree with what you are saying and tend to lead you into areas that will showcase your skills. Accept this support graciously and build upon it in your responses. Just don't become boastful.
Detailers: Give these people as many facts as they are willing to collect. Respond to their questions with the specifics they are seeking.
Filibusterers: You'll find them running narrative interviews. Regrettably, you can't be clever in turning them off. Just wait them out and ask questions that, by their nature, showcase the fact that you are prepared for the interview and qualified to do the job.
Wanderers and Drifters: If the question is too far off the subject, gently bring the questioner back to the topic at hand. Be patient and understanding.
Negators: This description refers to the faultfinders and nay-sayers. When they criticize you, use one of the neutralizing statements discussed on the next page and proceed with the point you want to make. Be especially careful to keep your reply related to the job.
How to Defuse Disagreement
Disagreement of any kind is never pleasant to experience. It can come at you in many ways, some that are innocent, some that are not. Follow these techniques and you should become more proficient in dealing with disagreement whenever it occurs.
If you offer an opinion the interviewer doesn't share, take these steps to regain rapport: Acknowledge that the interviewer may not share your views and that you appreciate his or her telling you so and being willing to hear what you have to say. Immediately bridge back to areas of agreement and reestablish common bonds while minimizing your differences.
Never debate viewpoints. Instead, bridge your response to the most positive and relevant point you can make and quickly end it on that note. In trying to get back to more productive areas, you might consider the help you can gain from such neutralizers as these:
"I understand how you feel about..."
"I might well believe that, too, if that had been my experience."
"You certainly have a right to think that, based on what you heard previously."
Remember that every question is an opportunity. Use it as one.
Stripping Difficult Questions
Whether a difficult question is a setup, an attempt to box you in, a matter of personal style, or just an unfortunate choice of words, you are going to have to deal with it. Don't let such a question bother you. As always, go for the win-win response.
The technique for responding to a difficult question is a bit complex, but you can use it with many other types of questions:
- Listen carefully to the question, pause, and then isolate the loaded aspect or the part you don't like.
- Determine the actual issue.
- Consider how you might neutralize the question.
- Select a way to begin your response that will show empathy and also buy a few seconds of thinking time.
Avoid the trap. Remain calm and put your emotional energies into the intellectual game that faces you. Ask yourself the questions we've discussed.
What words sent up the red flags? "Ripping off" and "dump." What's at issue here? Ethical business practices.
How can I strip this down to a neutral question? Address the issue, not the words.
How can I begin with an empathetic statement that also gains time to put my thoughts in order? Start by acknowledging the individual's emotions, position, or view.
Here's how the answer might sound:
- Begin with an opener such as one of the following:
- "You evidently have a strong view on what took place, Fred." "I can respect your views on that, Fred." "That is one way of looking at it, Fred."
- Go on to say something like this: "And if I understand you correctly, the issue is whether the company behaved unethically."
- Without hesitation, continue by saying something like: "On that issue, I can't comment, because I don't know enough of the details to judge."
- Without pause, continue by saying: "I would be more interested in knowing about the future. Can you tell me about your company's pension program and how participants are protected?"
By Popular Demand
Not all difficult questions can be identified by the way they are phrased. Some are difficult simply because they represent an effort to elicit information that you would prefer not to disclose. Take this one, for example: "Are you considering any other offers right now? What can you tell me about them?"
Earlier, we said that honesty is not only the best policy; it's the only policy. We'll stand by that, even here, but you can be truthful in many ways. For example, if you have other jobs under consideration, say so, but do it this way: "I have been talking with other employers. But since I don't know whether their search is confidential, I’d prefer not to mention any names." This shows you are a thoughtful, mature person who can respect proprietary information. Those are attributes any employer should desire.
If you prefer, you can go another way by saying: "At the moment, the position you and I are discussing is the only one Fm thinking about." This also should be true. If it isn't, you shouldn't be there. The rule? Be courteous on touchy questions, but don't tell more than you have to.
How to Gain Thinking Time
Before you answer some of the more difficult questions, you may want time to contemplate your response. If you need time, just tell the interviewer so: "George, that's something that deserves a considered answer. Can we come back to it?" Or you might ask the interviewer to elaborate on the question, which will give you additional input as well as time to think.
