PDU 214 Methods of Observation & Interviewing: Interviewing - Verbal & Nonverbal Dimension

PDU 214 METODE OBSERVASI & WAWANCARA
SEMESTER GENAP 2015/2016
FAKULTAS PSIKOLOGI UNIVERSITAS KATOLIK INDONESIA ATMA JAYA
Kuliah IX - 04 April 2016
INTERVIEWING:
Verbal & Nonverbal Dimension

One Day
Objectives
Mahasiswa mampu memahami prinsip 
teknik nonverbal dalam proses wawancara;1
Mahasiswa mampu memahami 
jenis pertanyaan dalam wawancara;2
Mahasiswa mampu mempraktikkan setiap
teknik verbal untuk mengajukan pertanyaan
maupun teknik nonverbal dalam wawancara.
3

The Interviewer
as the Research
Instrument

We all know ourselves, of course.
Unfortunately, we don't know ourselves 
as others perceive us.
We will all have had some uncomfortable experiences 
of this evidence that doesn't match one's self-perception 
which we will, characteristically, have tried to explain away.
The discomfort of those unflattering fragments 
quickly fades and, as a source of useful knowledge, 
they don't often amount to much.
As an interviewer you need 
a much more comprehensive and 
analytic self-awareness.
Do We (Really) Know Ourselves?
4PDU 214 METODE OBSERVASI & WAWANCARA
FAKULTAS PSIKOLOGI UNIVERSITAS KATOLIK INDONESIA ATMA JAYA © 2016 Ardhiati
(Gillham, 2000: 25)

Most ‘interviewers’ talk too much. 
Remember, it is the interviewees who have the information.
Skilled interviewers are able to steer interviewees to reveal 
what they know that is relevant to the focus of the interview.
The fundamental skill is allowing and encouraging the interviewee to respond. 
You have to listen, but listening is not a passive business.
Active Listening
(Gillham, 2000: 28-30)

If you are not really interested in the interview topic, 
and therefore in the responses of the person you are interviewing, then it won't work;
in a myriad of small ways you will show 
that you are just going through the motions.
Active Listening
(Gillham, 2000: 30)

Dimension
ACTIVE LISTENING
Non-verbal
Verbal

Few Pointers
NON-VERBAL DIMENSION
Has to be 
appropriate, 
and to be seen 
as responsive
Can signal interest, 
expectation of 
an answer and 
much more
Can be 
encouraging people 
to continue talking
How effective it is, 
or how appropriate, 
as a potent invitation 
to respond
Keep your distance 
in a comfortable 
zone
Indicates a 
positive attitude, 
or heightened 
interest or awareness.
(Gillham, 2000: 30-33) ICON CREDITS: Happy by Stefan Parnarov, Eyes by André Luiz Gollo, 
Boy by Mauro Lucchesi, Hand by Jakob Vogel, Hands by Marco Galtarossa, 
Chair by Liza Keller; from the Noun Project
Facial 
Expression
Eye 
Contact
Head 
Nods
Gesture
Physical 
Proximity & 
Contact
Posture & 
Orientation

There are certain key nonverbal skills 
you can use to visibly tune in to the interviewee.
These skills can be summarized 
in the acronym SOLER.
Because communication skills are 
particularly sensitive to cultural differences, 
care should be taken in adapting 
what follows to different cultures.
What follows, however is only a framework.
SOLER Principle
(Egan, 2010: 134)

SOLER Principle
Face the 
interviewee 
squarely
S O L E R
Adopt 
an open 
posture
Lean 
toward the 
interviewee
Maintain 
good eye 
contact
Relaxed or 
natural 
in these 
behaviour
(Egan, 2010: 134-135)

How you respond verbally is a major source of encouragement (or the reverse) 
to the interviewee.
You have to show in what you say and the way you say it that you have picked up 
the nuances and are listening hard - concentrating on them and not on yourself.
Basic Principle
VERBAL DIMENSION
(Gillham, 2000: 34-36)
The use 
of voice
Listening 
rather than 
talking

Types of Questions
01 02 03
Amount of
information they
solicit and degree
of interviewer
control
The function of
questions
Direction of
respondents’
answers

Types of Questions
01 02 03
Open &
Close
Questions
Primary &
Probing
Questions
Neutral &
Leading
Questions

Open & Close Questions
TYPES OF QUESTIONS
Open Questions Close Questions
(Stewart & Cash, 2014: 49-52)
Respondents have considerable freedom to determine
the amount and kind of information to give.
Restrict the respondents’ freedom to determine 
the amount and kind of information to provide.
R : Gimana ceritanya dulu pertama kali bisa ikutan (jadi
provokator) demo gitu, Bang?
E : Tadinya gara-gara sering jualan minuman pas lagi
ada demo. Lumayan kan rame gitu pasti banyak
yang beli. Kayanya ada yang tau saya sering
nongkrongin demo, tau-tau nawarin (jadi
provokator). Dia tanya, “Mau gak? Cuma gini-gini
aja kok kerjaannya, gampang. Habis itu udah
tinggal kabur aja kalo massa mulai panas.” Ya
udah saya ambil lah.
R : Pertama kali dulu dibayarnya berapa?
E : Seratus ribu sekali demo.
R : Kalo sekarang?
E : Sekarang lebih mahal lah [tertawa]. Bisa dua ratus
- dua ratus lima puluh.

Open & Close Questions
TYPES OF QUESTIONS
Open Questions Close Questions
(Stewart & Cash, 2014: 49-52)
• Encourage respondents to talk
• Provide details and descriptions
• Pose less threat to the respondents
• Permit interviewers to control the answer
• Require little effort for both interviewer and
respondents
• Easy to analyze
• Consume a significant portion of time
• May include unimportant or irrelevant
information
• Difficult to record and process
• Too little information
• Do not reveal personalized information
• Less information exchanged

Primary & Probing Questions
TYPES OF QUESTIONS
Primary Question Probing Question
(Stewart & Cash, 2014: 53)
Introduce topics or new areas within a topic 
and can stand alone even when taken out of context.
Designed to dig deeper into answers that appear to be
incomplete, superficial, suggestive, vague, irrelevant,
or inacurate
R : Jadi, sebenernya tugas Abang ngapain sih kalo pas
lagi demo?
E : Ya provokator lah. Pokoknya gimana caranya bikin
demonya itu jadi rame, kadang ya sampe rusuh.
Makin rame makin bagus.
R : Rame gimana tuh maksudnya?
E : Ya pasti pernah liat kan di tv-tv, demo kan kadang
sampe lempar-lemparan batu, gak orasi doang.
R : Oohh… Jadi tugas Abang bikin sampe yang demo itu
lempar-lemparan batu gitu contohnya?
E : [tertawa] Iya. Kadang juga sampe disiram gas air
mata sama polisi.

Types of Probing Questions
01 Silent Probe
02 Nudging Probe
03 Clearinghouse Probe
04 Informational Probe
05 Restatement Probe
06 Reflective Probe
07 Mirror Probe
TYPES OF QUESTIONS
(Stewart & Cash, 2014: 53-57)
01
03 05
07
02
04
06

01 Silent Probe
R : Kalo akhirnya demonya rame, gimana rasanya,
Bang?
E : Seneng lah, berarti kan kerjaan saya berhasil.
Makin rame, kadang saya dikasih duit lebih.
R : [diam]
E : Tapi ya… Suka kasian juga sih sebenernya sama
yang pada demo. Mereka kan sebenernya
emang kaya mau nyampein sesuatu, minta
gajinya naik gitu, misalnya. Tapi gara-gara
rusuh, ya bisa-bisa gak jadi dinaikin gajinya.
TYPES OF QUESTIONS
01
(Stewart & Cash, 2014: 53-57)

02 Nudging Probe
R : Pernah sampe dikejar polisi gak?
E : [tertawa] Pernah, beberapa kali. Tapi kan saya
udah hapal tuh mesti larinya gimana.
R : He-eh.
E : Jadi udah kebaca kalo kira-kira rusuhnya udah
kebangetan trus bakalan turun nih polisi, saya
biasanya udah kabur duluan. Yang penting udah
bisa bikin rame demonya.
TYPES OF QUESTIONS
02
(Stewart & Cash, 2014: 53-57)

03 Clearinghouse Probe
R : Kayanya udah cukup nih informasinya, Bang. Ada
lagi yang mau ditambahin gak?
E : Apa ya? Udah sih, udah semua.
TYPES OF QUESTIONS
03
(Stewart & Cash, 2014: 53-57)

04 Informational Probe
R : Siapa yang suka nawarin kerjaan (jadi
provokator demonstrasi)?
E : Wah, macem-macem. Banyakan sih dari
perusahaannya sendiri. Tapi saya gak banyak
nanya-nanya lah, itu kan bukan urusan saya.
R : Abang taunya gimana kalo itu dari
perusahaaannya?
E : Kalo (mereka) bilang langsung. Ada yang ngasih
tau kan, tapi ada juga yang gak. Kalo langsung
ngasih tau, ya saya jadi tau.
TYPES OF QUESTIONS
04
(Stewart & Cash, 2014: 53-57)

05 Restatement Probe
R : Kalo amit-amit nih Bang, sampe ketangkep
polisi, Abang bakal ngapain?
E : [tertawa] Gak bakalan lah ketangkep polisi.
R : Iya sih, Abang gak pernah ketangkep. Tapi kalo
sampe ketangkep…?
E : Ngapain ya? [tertawa] Gak tau juga sih, gak
kepikiran bakal ngapain.
TYPES OF QUESTIONS
05
(Stewart & Cash, 2014: 53-57)

06 Reflective Probe
R : Iya sih, Abang gak pernah ketangkep. Tapi kalo
sampe ketangkep…?
E : Ngapain ya? [tertawa] Gak tau juga sih, gak
kepikiran bakal ngapain.
R : [tertawa] Gak kepikiran bakal ngapain karena
belum pernah ya, Bang?
E : [tertawa] Iya. Kalo yang lain tuh, yang pada
pernah ketangkep, tau kali ya mesti ngapain.
TYPES OF QUESTIONS
06
(Stewart & Cash, 2014: 53-57)

07 Mirror Probe
R : Jadi Abang kadang sengaja tetep bawa dagangan
ke tempat demo ya? Biar kalo udah mulai rame
trus polisi pada turun, Abang pura-puranya cuma
jualan aja di situ. Bener gitu, Bang?
E : [tertawa] Iya, bener. Tapi ya diliat lagi situasinya,
saya bisa bawa dagangan gak ke sana. Kan
tergantung tempatnya juga.
TYPES OF QUESTIONS
07
(Stewart & Cash, 2014: 53-57)

Neutral & Leading Questions
TYPES OF QUESTIONS
Neutral Question Leading Question
(Stewart & Cash, 2014: 49-52)
Allow respondents to decide upon answers 
without direction or pressure from questioners.
Suggest the answer expected or desired 
because the question leads the respondent 
toward a particular answer.
R : Udah lima taun kerja ginian, masih sama gak Bang
rasanya sama dulu waktu pertama kali?
E : Senengnya sih masih, tapi ya itu… Sekarang
kadang ngerasa gak enak juga ya kalo demonya
jadi rame, besok-besok kaya gak ada efeknya apa-
apa itu demo. Kasian sama orang-orang yang
beneran demo.
R : Emang gak ngerasa bersalah sama orang-orang yang
beneran demo, Bang?
E : Yaa… Gimana ya?

Question Common Pitfalls
TME OCS DBIBP
GG YR CPLP
QS CS DADT
Bipolar 
Trap
Tell Me 
Everything
Open to 
Close Switch
Double- 
Barreled
The Leading 
Push
Guessing 
Game
Yes (No) 
Response
Curious 
Probes
Quiz 
Show
Complexity vs 
Simplicity
The Don’t Ask 
Don’t Tell(Stewart & Cash, 2014: xx)

PDU 214 METODE OBSERVASI & WAWANCARA
Want to Know More?
Egan, G. (2010). The skilled helper: A problem-management 
and opportunity- development approach to helping (9th
ed.). 
Belmont, CA: Brooks/Cole, Cengage Learning.
Gillham, B. (2000). The research interview. London: Continuum.
Stewart, C.J. & Cash, W.B. (2014). Interviewing: Principles and practices 
(14th
ed.). New York, NY: McGraw-Hill.
All illustrations designed by freepik.
29

PDU 214 Methods of Observation & Interviewing: Interviewing - Verbal & Nonverbal Dimension

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PDU 214 Methods of Observation & Interviewing: Interviewing - Verbal & Nonverbal Dimension