"Who questions much, shall learn much, and retain much""
Any type of interview is an opportunity to get information. The funelling technique is a communication process to help ensure:
However there is another way using TED:
Funnelling is a 3 stage process:
Ask an open question. These can start with the 5 W's and the H (What; Why; When; Who; Where; How) or using T.E.D. (Tell; Explain; Describe).
Probe to get the nuggets of detail from the interviewee to funnel the responses into useful information.
Close by summarising and confirming i.e. summarise back what you understand from the interviewee's responses and confirm that you have got it right. This often allows the interviewee to add further detail they have missed out and it checks the interviewer's listening skills.
For example, interviewing someone for a customer service vacancy:
"Tell me about the last time you dealt with an irate customer"
Depending on the interviewee's response, follow up by asking questions such as:
"So just to summarise, this customer was annoyed because ............and to deal with this you ........ Have I got that right?"
The funnelling technique has applications for a range of situations: customer service; appraisals; recruitment interviewing; performance counselling; coaching; disciplinarys etc. It's an effective communication process to promote the best possible outcomes.