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1. Opening Phase
a. Establish rapport
(1) Introduce yourself
(2) Put member at ease
b. Seek informality
(1) Associate with member–get on the same level
(2) Encourage member to talk
c. Explain purpose of interview
d. Gain the individual’s confidence
2. Fact-finding Phase-Gather facts from the member
a. Goals
b. Interests
c. Background
3. Evaluation Phase
a. Review facts collected and evaluate for action
b. Principles involved
(1) Gain insight in relation to accurate information
(2) Use an organized approach
(3) Evaluate each area independently
4. Decision Phase–Let the member decide exactly what path of action to
pursue. Do not make a decision for him or her.
5. Closing Phase
a. Make sure the member understands his or her decision and is satisfied
b. Make sure the member is committed to a definite plan of action
c. Compliment the individual on his or her final decision
d. Always have member leave with feeling that he or she has been helped
e. Leave door open for further visits
f. Follow up
Figure 2-1.—Phases of a proper interview.
member, you may be able to decide in advance what
interrupted for any reason. Explain the purpose of the
reference material you are likely to need.
Scheduling the Interview
Provide the member with an appointment, thereby
eliminating the hurry-up-and-wait feeling. An
individual who has to wait for an hour is hardly in the
mood for a relaxed interview. Make sure you allow
yourself enough time to conduct the interview or
counseling session.
Conducting the Interview
Greet the member by name in a friendly manner.
Once you begin the interview, you should not be
2-2
interview to the member and then mention his or her
positive traits and accomplishments.
During the first part of the interview, you should
break the ice by talking and questioning the member. To
find out the true direction of the member’s thinking and
the rationale behind it, you should keep the member
talking once you have asked some preliminary
questions.
Try to make a mental image by watching facial
expressions for signs of interest or disinterest and
evidence of amusement or anger. Your counseling
technique is only successful if you can lead a member
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