7.1 Why a company may interview you over the telephone or via a video call
The traditional format for a job interview is a face-to-face conversation. However, it is increasingly common for employers to interview candidates over the telephone or via the internet. This is for a number of reasons:
It is a quick way of eliminating timewasters and those who do not know the key facts about the job
Large corporations often receive dozens or even hundreds of applications per position. Telephon and online interviews are a good way of removing the weakest candidates from the list, with relatively little effort.
Basic telephone screening requires few interview skills
Interviews do not just require effort from a candidate - an interviewer needs to be trained in the art of eliciting the right information from an applicant and understand how to communicate face-to-face. This can take extensive training. However, a standard list of short questions and basic communication skills are sufficient for anyone needing to undertake a simple telephone interview. This approach allows an organisation to put the time and skills of their more accomplished interviewers to better use.
It is an easy way of assessing social confidence and intelligence
An interviewer can tell within a couple of minutes whether a candidate is capable of holding down a conversation, putting their thoughts into words and observing standard business etiquette. If you are applying for a role that involves extensive telephone-based communication, a telephone interview is also an effective way for an interviewer to assess your skills in this area.
For example
If you are interviewing for a sales job, you will be assessed on your ability to build a relationship in a short space of time.
It costs virtually no money
Telephone and video interviews are cheap and, if they are properly planned, can be short. Computers, webcams and microphones are now readily available and inexpensive. An organisation can screen dozens or even hundreds of candidates at little or no cost.
It is convenient for both parties
Attending a traditional interview requires at least one party to make a journey to an office or other suitable meeting place. The cost, in terms of both time and travel, can be significant if the applicant lives far away. A telephone or video interview can be conducted anywhere and at a time convenient to both parties. This is particularly useful for an organisation with a large-scale recruitment programme - if they had to conduct face-to-face interviews, they would have to expend considerable time and energy to accommodate everyone's schedules.
It is a good way to check that both parties have a mutual understanding
If a candidate has applied for a job without a full understanding of what the role entails, a traditional interview will be a waste of everybody's time. It takes only a couple of minutes to run through the job description and confirm the reference number via the telephone.
They are a midpoint between an online application and assessment centre
Large companies that recruit a high number of employees tend to use a multi-stage recruitment process consisting of an online application form, a telephone interview and then a face-to-face interview, combined with an assessment centre.
An online application form is a good starting point for an employer, but it does not adequately reflect a candidate's verbal communication skills. On the other hand, inviting a candidate to an assessment centre is a waste of time if their conversation skills are entirely lacking. A telephone interview is therefore an effective check before moving the candidate on to the next stage. It also represents another hurdle for the candidate to clear, thus confirming their interest in the position.
Telephone and online interviews are a test of professionalism
A successful telephone or online interview depends on an applicant's ability to schedule a time that suits both parties, display a suitable telephone (if applicable) manner and use some foresight in preparing answers to common interview questions.
7.2 Questions typically asked during a telephone or video interview
Earlier on in the course, you learned about the main question categories interviewers draw upon when interviewing candidates face to face. You may be asked similar questions during a telephone or internet interview. However, as a rule, you can expect telephone interview questions to be more basic than those asked in a traditional interview situation. You should prepare answers to all the questions outlined earlier in the course, so that you feel sufficiently confident, but do not be surprised if the interviewer's questions are short and straightforward. Do not worry if the interviewer does not ask deeper, more probing questions - it is unlikely that they are terminating the interview early.
If you had to complete an online or paper application form prior to the interview, keep a copy to hand during the interview. You may be asked the same or similar questions again. The objective is to ascertain whether you give consistent answers and to assess your capability to convey the same information in person. You should also have a copy of the job advertisement and your CV, together with a piece of paper and a pen.
7.3 Using notes to prepare for a telephone or video interview
One advantage of taking part in a telephone or video interview is that you can, in theory, keep notes nearby and use them to help you answer an interviewer's questions. Notes allow you to feel more relaxed and you may find it easier to give an interviewer the information they need.
However, using notes can also instill a false sense of security. If you go into an interview thinking that you are prepared for any question that is thrown your way, you may be caught off guard when asked something unexpected. Jot down a few words and phrases that will help you answer the most common job interview questions, but use these as a prompt rather than a script. You need to be able to answer job interview questions without notes, so take every opportunity to practise.
Activity 1: Building A Connection On The Telephone
Estimated time: 5+ minutes
Compare and contrast the experience of talking on the telephone with the experience of talking with someone face to face.
What are the barriers to creating rapport on the telephone? How can they be overcome?
7.4 How to enhance rapport on the telephone
Use your voice as a substitute for facial expressions
When you meet someone in person and smile, they will automatically infer that you are happy to see them - or at least, you are making the effort to appear polite. On the telephone, neither party has immediate access to the other's body language. This can limit rapport unless you employ your voice as a substitute! This technique requires some practice, so try rehearsing it with a friend first. Your objective is to convey in words the messages your body language would send were you meeting with the interviewer face to face.
For example
instead of smiling at the interviewer and moving forwards to shake their hand, you can say “It's great to be able to talk to you!”, whilst injecting plenty of enthusiasm into your voice.
Use the interviewer's name
Everyone tends to respond to their own name and the use of first names increases rapport. If the interviewer invites you to call them by their first name, you can drop it in occasionally throughout the interview to catch their attention and generate a sense of familiarity. However, be careful not to repeat their name too often, as this tactic may start to appear contrived and overused.
Bring up the interviewer's social media page
When we meet someone, they become “real” to us and we are more likely to behave warmly towards them as a result. This is a good starting point from which to cultivate a relationship. If you have found your interviewer's professional page or online social media proβile and can sit in front of a screen during your interview, pull up their photo and glance at it as you speak to them on the telephone. It will remind you that there is another person on the other end of the line and you will naturally feel a greater sense of connection that will come through in your voice.
Reflect the interviewer's language
Earlier in the course, you learned how to create rapport by mirroring an interviewer's body language. If you are talking on the telephone, this technique is not viable - but you can mirror their language. Verbal communication is the only channel you have during a telephone conversation, so use verbal mirroring to the best of your advantage In the same way that mirroring someone's body language leads them to infer on a subconscious level that the two of you are similar, matching your tone of voice and choice of words to theirs can generate an impression of “sameness”.
Do not try to mimic their accent or vocabulary, but try to match your speaking style to theirs. If they are speaking in an informal manner, you should do the same. If they seem dry and business-like, do all you can to appear brisk and professional. You can also pick up some of their favourite words and phrases and use them where appropriate.
Examples
If they refer to the job as “the role”, use that term rather than “post”, “position”, “job”, or “vacancy.”
If they have a somewhat long-winded way of speaking, take your time and answer in a leisurely manner.
On the other hand, if they are somewhat brusque or even abrupt, adopt a no-nonsense style when giving your responses.
Activity 2: Annoying Telephone Habits
Estimated time: 5+ minutes
Put yourself in the position of an employer who is looking to hire a new administrator for a busy office. The role will entail answering the telephone and making several calls each day.
When talking to the applicants on the telephone, what would you look for in terms of telephone etiquette and manners?
What habits would discourage you from taking their application further and why?
7.5 Practical tips for a good telephone interview
Make sure that no one will overhear you
If you are currently employed, schedule the interview for your lunch hour, or take a half day from work. If this is not possible, at least go outside or find a private ofβice when you receive the call. Do not assume that just because your colleagues appear not to have noticed, your conversation has gone undetected. If your manager learns that you have been looking for another job, it could create
a difficult situation at work.
Do not sit in a public place when taking part in a telephone or video interview. The interviewer will find it hard to hear what you are saying and they will also wonder why you did not have the foresight to find somewhere suitably quiet and private. They may also feel reluctant to disclose potentially sensitive information, if they know that others around you could be listening in.
Answer the call by stating your name
Set a professional tone for the conversation by stating your name when you pick up the phone. The interviewer will immediately know that they are talking to the right person and can make a smooth transition into the first interview question.
Find out whether you have any “telephone tics”
We all have verbal tics - and this applies to telephone conversations as well as those held in person.
For example
You may say “Uh-huh” or “I see, yeah” out of habit when talking on the telephone and not realise it. Ask someone who knows you well whether you have any noticeable tics and then work on eliminating them in advance of the interview. You could write a brief reminder within your notes that will encourage you to pay attention to your tics.
If the interviewer has a screen available, show them your accomplishments
Most interviewers will be carrying out telephone interviews at their desks, meaning that they will be able to use the internet whilst talking to you. If you have a website or online portfolio and the interviewer starts to ask you about your work or skills, direct them to your website and discuss specific examples on the telephone (of course, you will need to be accessing it at the same time!).
Do not ignore any crackle or static
If you are finding it difficult to hear the interviewer, say so. You will both become frustrated and there is potential for serious misunderstandings when one or both parties cannot quite work out what the other is saying. It is better to suggest rescheduling the interview than to struggle on.
Do not worry about pauses
After giving an answer, you may not hear anything from the interviewer for a few seconds. This is normal - they may be writing or typing a few notes. Take a few deep breaths and wait until they prompt you to answer the next question. If they want you to clarify any points, they will ask for a further explanation.
Remember too, that the interviewer might be feeling stressed or nervous, especially if they have a lot of people to interview, so do not take it personally if they need a moment in which to gather their thoughts.
Keep your answers succinct
Someone giving a telephone interview, especially if they are working in a large company with a long list of candidates, may have to stick to a script and have only a very limited amount of time in which to ask all their questions. If you continue talking for an excessive length of time, the interviewer will either interrupt you or zone out, both of which can damage any rapport that has developed between you.
Ask general questions
You may speak to the person who will interview you in person at a later date, but if you are interviewing for a position with a big company, it is likely that you will have interviews with several different people along the way. Therefore, it is best to ask general questions about the job and company culture in the early stages of the selection process. Show that you are genuinely interested in the position and the company, but do not put the interviewer under pressure to provide in-depth answers.
Fact
It takes three interviews, spread out over three to six weeks, to secure a job offer, when applying for a typical corporate position.
Source: devskiller.com
Consider recording the interview
Recording an interview will allow you to evaluate your performance at a later date and to review the information shared during the call. If you record a call, you do not have to worry about taking down a number, date, or address, because you can simply replay it back later on.
Check your answerphone message
Always make sure that your answerphone message is up to date and professional. It should contain a polite greeting, your full name and a request that the caller leaves a message containing their name and number.
Ask someone else to mind any young children or pets that could interrupt
Although your interviewer will know that a lot of people have young children or pets, they may doubt your organisational skills and professionalism if either interrupt the interview process.
Do not use speakerphone
Putting your interviewer on speakerphone might seem like a good idea - it may make it easier for you to look through your notes, for example - but it can make it harder for the interviewer to pick up what you are saying. Test your telephone's speakerphone function with a friend prior to the interview, if you are keen to use it.
Make sure they cannot hear you typing
If you know or suspect that the interview is only for screening purposes, you might be inclined to surf the internet as you answer the questions. Remember that the interviewer will be able to hear the sound of typing over the telephone and will question your commitment to the interview process as a result. If you find it easier to take typewritten notes instead of noting key points down on a piece of paper, tell your interviewer that this is what you are doing. Otherwise, they may suspect that you are multitasking and not taking the interview seriously.
Make a note of any actionable points
As soon as the interviewer makes a suggestion or request - for instance they might ask you to send in a few work samples - write it down. If it takes you more than a couple of seconds, it is fine to say “Thank you, I'm just writing that down. Great, got it!” before carrying on. It is advisable to review these points before you end the interview, just in case you missed an instruction. Your interviewer will also form an impression of you as a proactive person who is keen to maximise their chance of getting the job.
Do not eat or chew
The interviewer will not enjoy hearing eating or chewing noises on the line, so do not eat during the interview. It is a good idea to keep a glass of water to hand, in case your mouth becomes dry. Take small sips as necessary. Eat a small, healthy snack before the interview, to keep your blood sugar and concentration levels steady.
Turn off all your telephone's notifications
If you have any applications on your phone that send you notifications that could interrupt your conversation, make sure that they are disabled prior to the start of the interview. Adjust your settings so that if anyone else calls you during the interview, they will not disturb your conversation. If there are any other telephones or computers in the room, make sure that they are turned off.
Clarify the next step
Whatever format an interview takes, always make sure you walk away knowing what will happen next. Ask when you can reasonably expect to hear back from the company.
Send a “thank you” immediately
At the end of the telephone interview, thank the interviewer for their time. As soon as the interview is over, you should also send a “thank you” email. If you do not know the interviewer's email address in advance, make sure you get it during the interview. The same advice applies if your interview is online.
7.6 Practical tips for a good online interview
Check all logins in advance
If you need to use a new communications platform or piece of software during the interview, make sure that you can access it before your interview is due to start. Check it the day before, as this will give you time to get in touch with the company's IT department and get help if necessary. Keep their contact details to hand at all times, in case you run into technical problems.
Check that your equipment is working
If you do not usually talk to people via video chat, ask someone to call you and check whether the equipment is working. Your webcam should generate clear images and your microphone should be free of feedback or distracting sounds.
Think about the background
If you are taking part in an online interview at home, think about what the interviewer will be able to see in the background. It is best to position yourself in such a way that you are against a neutral backdrop. If this is not possible, at least tidy up all items in the room and remove any distracting posters from the walls.
Think about lighting
Natural light is most βlattering, so sit near a window if possible. Harsh light can make you appear tired. You may also need to adjust the light levels on your screen, to compensate for especially strong or weak ambient lighting.
Dress appropriately
Always wear clothes that would be appropriate for the position.In theory, wearing workwear on the top half of your body should be sufficient, but it is better to wear the complete outβit. There is always a possibility that you will have to get up to move some equipment or adjust the lighting, so dress appropriately.
Look at the camera, not at the screen
To replicate the experience of eye contact with an interviewer, look directly into the camera rather than at the screen. Practising beforehand with a friend will help train you where to look. Some candidates find it helpful to place a piece of brightly coloured paper just above the camera as a visual guide.
Fact
As of 2017, one in six graduates leave graduate entry schemes within a year of joining.
Source: onrec.com
7.7 Online automated video interviews
Automated interviewing has become gradually more popular over the last few years. In a twist on conventional video interviews, this approach asks candidates to provide spoken responses to a recorded set of interview questions that appear on the screen. The interview software records the candidate's responses via webcam and an employer can then watch the video back at a time that suits them.
This method allows an interviewer to review a candidate's responses several times, which in theory makes the recruitment process fairer. It means that if an interviewer has any doubts about a candidate, they can ask a colleague for a second opinion. It is also a useful training tool for interviewers, as a recorded interview can be used as a case study.
The process usually consists of the following:
An invitation is sent to you via email. This may be an automated invitation issued after you have completed an online application form, or a member of the organisation's recruitment team may compose individual emails. When you log in to the online portal, you will usually be presented with a tutorial that explains how the process works and how long it will take. This gives you time to become comfortable with the system. You will be allowed to give a “trial” answer to some practice questions.
Each question will be presented as text on the screen and you may also be able to hear the question spoken aloud. The voice may be automated (“robotic”), or it may be a recording of an interviewer reciting the question. You will not be expected to answer immediately. The software will provide you with a period of time - approximately 30 seconds - in which to compose your answer. This will be shown on the screen.
Once this time period has elapsed, the software will begin recording via your computer or smartphone camera. It will only allow you to speak for a certain amount of time, typically up to three minutes - although this will depend on the complexity of the question. Again, the amount of time elapsed will be shown on the screen. Once the time is up, the software will stop recording.
Note that you will probably not be given the option to repeat a question, or to delete your answer. In some respects, automated interviews carry extra pressure compared with a traditional interview or conventional video conversation. When you interact with someone face to face, you get live feedback on their body language and can adjust your approach accordingly. An automated video interview offers you no such advantage. On the other hand, some people think that they feel more relaxed knowing that there is no one watching them
“live”.
Prepare for automated interviews in the same way as you would for telephone or video calls, but be mindful that you cannot strike up a sense of rapport with the interviewer - at least, not in the conventional sense. However, if you answer with enthusiasm and let your personality come through, the person watching it will form an impression of you as a likeable person.
Module Summary
If you are applying for a corporate position or a role far away from your current location, you may be interviewed via the telephone or internet. These interviews allow an employer to quickly screen out unsuitable candidates, to verify basic practical information and to ensure that an applicant knows the key details of a position.
In general, the questions you will be asked in a telephone interview will be more basic than those presented in a face to face meeting. However, you should be prepared to answer complicated questions and to demonstrate your knowledge of the organisation. Online interviews are also increasingly common. If carried out via video chat, they can resemble traditional interviews. For both telephone and online interviews, the timing and location are key considerations.
Ensure that you cannot be overheard, that all equipment is working properly and that you conduct yourself in a professional manner at all times. Keep a copy of your CV to hand, along with copies of any application forms you have submitted and a piece of paper and a pen for notes. Follow up after the interview with a prompt email. Thank the interviewer for their time and clarify any information or actionable points as necessary.
.svg)
