CC BY
34
YfíK 811.161.1
DOI 10.24147/2413-6182.2020.7(2).259-271
ISSN 2413-6182 eISSN 2658-4867
IMPLEMENTATION OF INTERVIEWERS' MAIN COMMUNICATIVE STRATEGY IN A JOB INTERVIEW
Ju.V. Ageeva
Kazan (Volga Region) Federal University (Kazan, Russia)
Abstract: The paper focuses on relevant studies of verbal strategies and tactics in professional discourse. The timeliness of this paper is determined by current trends in the development of linguistics including a growing interest in real communication. The paper presents the results of the discourse analysis of an emerged recruitment discourse based on an analysis of the speech behavior of HR manager - an active communication participant whose super task is to test the applicant as a potential employee. The study is based on a functional approach to the study of a new professional discourse that is centered on the interview between a recruiter and a job candidate. The choice of this approach is reasoned by the goal, subject matter and object of the study set by the author. The paper describes the most interesting and unique speech tactics of interviewers (extrajection tactics, small talk tactics, stress tactics) in real job interviews. The analysis findings of real communicative situations reveal that an integrated approach to assessing potential personnel provides the best result in implementing the main recruiter strategy. The implementation of the integrated approach is clearly demonstrated in the scheme of the diagnostic strategy of the applicant during the job interview. The principles of diagnosing a linguistic personality may explore options for improving approaches to the study of speech and communicative competence. The conclusions presented in the paper make contribution to pragmatics, sociolin-guistics, intercultural communication, planning and development of business communication. The results obtained by the author shall be applied in training of various managers, in particular, recruitment experts, as well as in the development of business communication courses and communication trainings for both Russian and international students and specialists.
Key words: verbal strategies and tactics, recruitment discourse, interviewer, applicant.
For citation:
Ageeva, Ju.V. (2020), Implementation of interviewers' main communicative strategy in a job interview. Communication Studies (Russia), Vol. 7, no. 2, pp. 259271. DOI: 10.24147/2413-6182.2020.7(2).259-271.
About the author:
Ageeva, Julia Viktorovna, Prof., Professor of the Department of Russian as a Foreign Language
© W.B. Агееeа, 2020
Corresponding author:
Postal address: 18, Kremlevskaya ul., Kazan, 420008, Russia
E-mail: jageeva@yandex.ru Received: February 8, 2020 Revised: April 15, 2020 Accepted: May 15, 2020
Introduction
Being on a job search for one reason or another, professionals from various areas have been applying to recruitment agencies with increasing frequency. At the same time, employers start using the services of recruitment agencies in the selection of employees for open vacancies. In accordance with the famous phrase of the great economist Adam Smith "Demand creates supply", the development of the labor market led to the emergence and boom of recruitment agencies. The recruitment industry may be considered as one of the indicators of the "city or regional economic development" [Maltseva 2011]. From this perspective, recruitment discourse (search and selection of personnel] centered on the job interview between a recruiter (HR manager] and an applicant (job seeker] was set apart as a kind of business discourse [Ageeva 2017]. In addition to sociologists and psychologists, the development of the new discourse drew the attention of linguists.
The paper discusses the relevant issue of the study of communicative strategies and tactics in recruitment. Currently, the strategic plan for communicative studies becomes one of the most popular areas of discursive linguistics and communication theory. Political [Parshina 2005; Mikhaleva 2009; Karamova 2013], legal [Maltseva 2011; Soldatova 2013], medical [Beilinson 2001; Barsukova 2007; Zhura 2008] and educational [Tokareva 2005; Gonchar 2013] discourses are in focus of particular attention in this aspect. There are interesting and informative studies of other communicative types such as academic discourse, scientific discourse, sports discourse, etc. This citation can be continued, since a multitude of institutional areas in social life determines a never-ending list of discourses. "Strategies and tactics of verbal behavior form part of our knowledge of social interaction processes" [Issers 2012]. In this context, a comprehensive approach to the speech behavior study of representatives of "linguistically creative" professions (the term by N.I. Formanovskaya] stands for the recruitment discourse as a system of discourse-forming elements. The recruiter gains an institutional status of the key discourse figure.
Materials and methods
The research material is presented by video recordings and transcripts of the television program "Personnel Decide" broadcast on online channel "Uspeh" (URL: http://www.uspeh.tv]. The reliability of the research findings is ensured by the scope of the research - 43 programs of 35 minutes and 228 pages of text.
A systematic description of the verbal behavior of the recruitment experts was made possible by a combination of general scientific and linguistic methods (inductive and deductive reasoning, interpretation, heuristic methods of participant and non-participant observation, linguistic modeling, linguistic analysis of discourse, etc.].
Results
The author primarily focuses on the verbal behavior of a recruiter as an "agent" of the new professional discourse and a dominant communication participant. Considering that the discourse under study is a professional area, the strategy of a recruiter is of particular interest, since his/her verbal behavior is a key distinguishing factor for this type of communication. It has been established that the basic communicative strategy of the recruiter is the applicant's diagnostics defined as a set of verbal actions of the recruiter for the objective analysis and assessment of the candidate's job suitability. It is implemented through a series of verbal actions, most of which are performed exclusively within the described institutional area. Therefore, the main goal of the HR manager conducting the interview is to test the applicant within a limited period of time. This goal should be achieved by using the widest range of speech tactics correlated with classic methods of conducting job interviews. It was deduced that the recruiter should elicit sincere replies and even understand hidden subconscious ideas of the interviewee only by harmoniously combining different types of speech actions (tactics]. It results in an adequate diagnostics of the applicant. An illustrative example of such a case (please refer to the corresponding chart] is the interview with the applicant, hereinafter referred to as A, for the position of Retail Director in an audit company, which is included in the T0P-50 and has offices in six major cities of Russia (Personnel Decide, episode 38, URL: http://www.youtube.com/watch?v=oPX6wmsxQ-0].
In order to solve the main strategic task (finding a suitable applicant], the HR manager develops a job profile as the "first step in the process of selecting and evaluating staff" [Ivanova 2004]. The term job profile refers to the professional concept of recruitment as a selecting personnel area. This is "a description of mandate competencies, experience and personal data to perform particular work in the organization" (ibid.]. A recruiter does not need to understand the specifics of the considered labor area to develop the job profile. However, the recruiter should master basic concepts of unfamiliar discourse further verbalized at the level of speech tactics and their language realization. First of all, while predicting the flow of the communication, the HR manager is to consider the employer's requirements to the applicant for the given position. The prospective retail director had to meet the following requirements: "Higher education in finance or accounting, expertise in audit over 3 years, experience in successful negotiations and team management, smart appearance, readiness for business trips. The company's owner had a specific request: "We need a person with my thinking" [Ageeva 2015: 120].
The interviewer from the episode 38 implements a wide range of strategic speech tactics in the following order: greeting, small talk, informing, extra-jection, interruption, stress tactics of unexpected requests, unexpected pointblank questions, mock incomprehension, request of explanation, tricky questions, mock incomprehension, stress case No. 3, small talk, stress case No. 1, farewell. The identified communicative actions "flow" out of one another, periodically repeating. The stress tactics of interruption is used with a certain periodicity. It is often leveled out by the tactics of gratitude which proves the benevolent attitude of the interviewer. It is noteworthy that virtually the entire conversation is held at a speedy pace. It is one of the non-verbal ways to create a stressful situation to avoid socially desirable answers.
Further, the chart presents the overall strategy of the applicant from the episode 38. It renders the most interesting and illustrative examples of how the applicant is tested.
It became clear that the most frequent tactics of the recruiter (used five times] is the tactics of extrajection in its variants (extrajection into the past, extrajection to other people]. The communicative tactics of extrajection is the tactics of the recruiter implemented during a job interview to make an applicant find the answers allowing for projection to values, wishes and priorities of the potential employee. The present communicative tactics is predicated on a psychological principle as follows: «everyone attributes only own personal feelings and characteristics to others». It is verbalized to reveal underlying motives and moral standards of the applicant. The recruiter (hereinafter referred to as R.) implemented extrajection into the past at each stage of the job interview. The example below proves the following: instead of finding information on the applicant's background, the recruiter tries to motivate the applicant to evaluate his experience. Therefore, extrajection to the applicant's values and preferences is possible.
R: - Tell me about the most difficult audit /you've had // A: - My most difficult audit was in Archangelsk// R: - hmm //
A: -I was in Karelia prior to Archangelsk/I came back to Moscow on Sunday / and I received e-mail / that on Tuesday I would have to leave for Archangelsk // R: - hmm //
A: - Imagine my surprise/ that the plane departed on Tuesday about midnight// I don't remember now / well / in the first hours of Tuesday // R: - oh //
A: - Nevertheless, I managed my time correctly / to pack and get the other things done // and start this business trip // another difficulty was / that the trip lasted about a month //
During the interview the recruiter verbalizes extrajection to other people (e.g., to an abstract person or to the prospective applicant] by virtue of projective questions, backbone of the tactics. It is done to define values, requests and priorities of future employee.
1] R: - Sergey / please tell me / what does the applicant need to say /that make you / as an employer / take a positive decision for three minutes of conversation / and say «yes /I will take him on»//
A: - You know // There is no single formula //
R: - Yeah // what is to be demonstrated / what should you notice?
A: - First of all / eagerness / efforts / wish to work exactly in our company in this position / basically// and I want some experience /as proof of quality work
2] R: - Sergey / the final question / in the beginning I mentioned that / it is crucial / that a job seeker would consider the business of our client / as the own one //
A: - Yeah //
R: - Tell me / how is this intention to refer to the client's business / please note/ to someone else's business/ as to the own one/ expressed?
A: - Err /you know /1 may compare / my friend left me a child/for example / his child for several days //
R: - Well//
A: - You know / I would really treat this child / as mine / that is to play / feed / and/ don't know / offer him some smart games // the same is with business / if I consider the business / well I can't as my own child / but as a child of my friend /then /1 think / it will be success //
The next communicative tactic used by the recruiter during the job interview is small talk which involves phatic expression to obtain information about the applicant: incentives, a type of personality and compliance with the requirements of the employer. Small talk during an interview is a casual conversation on topics unrelated to professional activities. This is another veiled speech action of the recruiter to test the applicant in the conversation. Talking about nothing allows detecting personal traits as well as professional qualities, incentives and principles. In the example below, the dominant participant of the conversation prefers to talk about family and rest.
1] R: - You are not married, aren't you?
A: - Not yet //
R: - Hmm // Do you have no intention?
A: - Well / in future //
R: - Um-hmm //1 see //How soon?
A: -1 think / in the nearest two years//
R: - Yeah / I see //
2] R: - Have you been to Karelia //
A: - Yes //
R: - Did you manage to rest?
A: - No, not in Karelia / we worked almost non-stop // that was the only time / perhaps / when I / well /1 worked till 3 am once / a new working day started at 6//
R: - Um-hum // How did you find this pace?
A: - You know / of course / the pace / was frantic / but it lets optimize your time / use it more efficiently //
Speech stress tactics - actions intended to cause the applicant stress of some kind - are verbalized at certain intervals. With the benefit of such tactics, there is a real chance to mislead the applicant of the prepared communication way and impartially assess a prospective employee in the position. Verbal stress tactics is driven by provocation of the applicant. In implementation of cooperative strategies and tactics (communicative atmosphere at the interview is friendly, basic strategies of the communication participants are cooperative] the applicant is urged to frank talk, manifestation of knowledge and expression of emotions while an aggressive nature of the phenomenon of provocation is not emphasized. A peaceful provocation is only an act to provoke a predictable or desired response. The interviewer "provokes" the applicant with another, more positive goal that is to verify the interviewee's answers or to acquire new information confirming the accuracy of the applicant's diagnostics [Yapparova, Ageeva, Adamka 2017].
The recruiter from episode 38 implements the following stress tactics:
a] Unexpected point-blank questions. The questions are direct and tactless. In this case there is a danger to proceed from cooperative speech interaction to confrontation:
R: - Yeah // Why did you decide to transfer from a Western company to a Russian company / to spoil your CV?
By means of such direct and often tactless (although always correct in form] questions, the interviewer is able to break the interviewee's standard train of thought.
b] Tricky questions:
A: - Nevertheless /1 could put my time to good use /to outwork on time // and fly off for the business trip // the challenge was that / the business trip lasted for a month/ roughly speaking //
R: - Was it a challenge? Come on / you could fly away earlier / couldn't you //
A: - There was a hard project too //
c] Mock incomprehension:
A: - Over the time/1 was working there / the company's profits increased approximately by four /five times //
R: -1 didn't understand /you've never been the head of the sales office / but now you control seven employees // Who are they?
The communicative tactics of interruption, one of the stress tactics, is of interest. A recruiter as a positively-minded interviewer frequently uses it coupled with the tactics of gratitude to cushion the effect.
A: - Well /1 remember /1 bought T-shirt / watch / and I remember / a small souvenir to my brother - the toy Mercedes //
R: - Um-hum //
A: - Coupe//He liked it very much ... //
R: - Well / Sergey / thank you / go on //
During the interview, the recruiter repeatedly combines interruption with other specialized tactics to reinforce the effect of evaluation, e.g., with the tactics of a stress case. In the context of an imaginary verbal specific situation as close to the real one as possible, it allows getting from a prospective employee action-oriented proposals rather than theoretical reasoning.
A: -I also go to say /yes / well...
R: - Sergey / tell me / if I would ask you / «Tell me / dear Sergey / what would you do to increase profits in our company» / what would you say / if you had only 30 seconds?
A: - In this case/I think/ cold calls are the most effective//
The evident twofold goal of the interviewer using stress technologies was determined as follows:
1. To knock out an applicant from a "rehearsed" communicative way to obtain more truthful information and call for a frank conversation.
2. To test the applicant's stress tolerance, since the requirement of the candidate's high stress resistance (explicitly or implicitly expressed] is often claimed by an employer.
Certainly, best results in assessment of personnel by recruiters are obtained due to an integrated approach in the implementation of the main recruiter's strategy. An analysis of the communicative diagnostics of a potential employee in one conversation (episode 38] has showed that verbal interaction is invariably accompanied with non-verbal interaction, especially with respect to stress technologies. Factors that assist the HR manager to avoid socially desired responding are a limited amount of time, a fast pace of the dialogue, the certain intonation.
Chart 1. Implementation of the recruiter's communicative strategy
Discussions
Studies of linguistic reality in the communicative dimension reflect current trends in linguistics. They are highly important for conceptualizing speech interaction mechanisms. In understanding "surface observed processes of discursive interaction of communication partners" [Shlyakhov 2013], the strategic approach, first identified by O.S. Issers in "Communicative Strategies and Tactics of Russian Speech" as a special type of pragmatic description of the discourse, comes to the fore. Currently, linguists take growing interest in issues of live communication; they are focused on communicative behavior of communication participants within the framework of various discursive practices: political discourse [Parshina 2005; Mikhaleva 2009; Karamova 2013; Yap-parova 2015], legal discourse [Maltseva 2011; Soldatova 2013], medical discourse [Beilinson 2001; Barsukova 2007; Zhura 2008], educational and instructional discourses [Tokareva 2005; Gonchar 2013], advertising discourse [Goryachev 2010], literary discourse [Chebotnikova 2012], tourism discourse [Filatova 2014], sports discourse [Malysheva 2011], religious discourse [Savin 2009], academic discourse [Khutyz 2015], as well as media discourse [Lansky 2008], conflicts in communication [Tretyakova 2003], etc. However, there is a gap in overall view of the linguistic description of speech strategies and tactics [Issers 2012], especially that new discourse types and speech situations stimulate emergence of conversational variants. Most studies explore communicative interaction in the political and legal environment, which is explained by pragmatics of modern linguistic knowledge: as a citizen and a member of society, a person is required to understand verbal behavior of representatives from the mentioned areas. The discourse of search and selection of personnel has not yet been studied by linguists, although the field of employment continues to be increasingly important for specialists in various fields. This fact determines the undoubted timeliness of this article. Thereby, the relevance of the study conducted in accordance with the modern functional (communicative] paradigm of knowledge lies in the importance of a strategic approach to the analysis of inter-professional communication, in the timely study of the verbal behavior of communication participants during job interviews.
Conclusion
The study findings confirm that the effectiveness of the recruiter's communicative behavior is determined by the ability to combine different types of tactics and verbalize them with the aid of relevant language tools. The ability to protect oneself from prepared, socially desirable responses of prospective employee is also essential.
In addition, the empiric material analyzed in the study is recordings of interviews with senior and middle managers, top experts. In recent years, recruitment agencies have selected mass personnel - ordinary employees who work at the entry level. Future studies make possible to identify features of the
interaction between recruiters and entry-level workers because their communication has its own characteristics. It is of undoubted interest from the perspective of discourse analysis.
Recommendations
The material and conclusions presented in the paper can find application in university lecture courses and special courses in stylistics, intercultural communication, text linguistics, and discourse theory.
A significant result of the study is its undoubted demand both by recruitment agencies/other organizations dealing with search and selection of personnel and professionals - potential applicants.
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РЕАЛИЗАЦИИ ГЛАВНОЙ КОММУНИКАТИВНОЙ СТРАТЕГИИ ИНТЕРВЬЮЕРА В ХОДЕ СОБЕСЕДОВАНИЯ ПРИ ПРИЕМЕ НА РАБОТУ
Ю.В. Агеева
Казанский (Приволжский) федеральный университет (Казань, Россия)
Аннотация: Статья посвящена актуальной проблеме - исследованию речевых стратегий и тактик в профессиональной сфере. Своевременность данной работы обусловлена современными тенденциями в развитии лингвистической науки - в среде языковедов усиливается интерес к вопросам реальной коммуникации. Цель статьи - представить результаты дискурс-анализа нового рекрутингового дискурса, основанные на изучении речевого поведения менеджера по кадрам (активного коммуниканта), сверхзадачей которого является диагностика соискателя как потенциального работника. В качестве основополагающего выступает функциональный подход к исследованию нового типа профессионального дискурса, коммуникативным центром которого является собеседование специалиста по поиску и подбору персонала и кандидата на открытую вакансию. Выбор данного подхода обусловлен поставленной автором целью, а также особенностями объекта и предмета изучения. В работе на примере реальных собеседований-интервью описываются наиболее интересные и уникальные речевые тактики интервьюера (тактика проекции, тактика «разговора ни о чем», стресс-тактики). В результате анализа живого коммуникативного материала был сделан вывод, что наилучший результат обеспечивает комплексный подход к оценке потенциального персонала при реализации главной стратегии рекрутёра. Комплексный подход наглядно продемонстрирован в схеме реализации стратегии диагностики соискателя в ходе рассматриваемого собеседования. Принципы диагностирования языковой личности могут быть значимыми для совершенствования подходов к изучению ее речевой и коммуникативной компетенции. Выводы, представленные в работе, полезны для прагма- и социолингвистики,
в межкультурном общении, а также в сфере планирования и развития деловой коммуникации. Полученные автором результаты могут быть востребованы при подготовке менеджеров разного рода, в частности специалистов в области рекрутинга, а также в разработке курсов делового общения и коммуникативных тренингов как для российских, так и для иностранных студентов и специалистов.
Ключевые слова: речевые стратегии и тактики, рекрутинговый дискурс, интервьюер, соискатель.
Для цитирования:
Агеева Ю.В. Реализации главной коммуникативной стратегии интервьюера в ходе собеседования при приеме на работу // Коммуникативные исследования. 2020. Т. 7. № 2. С. 259-271. DOI: 10.24147/2413-6182.2020.7(2).259-271. (На англ. яз.)
Сведения об авторе:
Агеева Юлия Викторовна, доктор филологических наук, профессор кафедры русского языка как иностранного
Контактная информация:
Почтовый адрес: 400008, Россия, Казань, ул. Кремлевская, 18 E-mail: jageeva@yandex.ru
Дата поступления статьи: 08.02.2020 Дата рецензирования: 15.04.2020 Дата принятия в печать: 15.05.2020
