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Gathering Data

Interviews

Interviews

Purpose of the Interview Planning the Interview Conducting the Interview After the Interview Common Errors

Purpose of the Interview


Gather facts to understand a process Follow up on a specific topic Understand managements view of a topic Determine level of knowledge etc.

Sources of Data

Peer Reviews are performance based therefore the value of information obtained during an interview is below that of an observation. Interviews give you an understanding of one persons view, complete their personal prejudices and opinions. But they can also provide good insights as to the performance of the station.

Basics

An interview is not a conversation you should ask questions and listen. Dont interrupt or volunteer your opinion. Remember: what you will receive is his opinion of the facts not necessarily the actual facts. Be objective dont jump to conclusions

Planning the Interview


Know the purpose of the Interview Time and setting Script your questions

Time and Setting


Pick a time convenient for the interviewee Select a relaxed location often his office if it is not shared with several people Identify who else may come will he be alone or with his boss or subordinates Tell him in advance the general topics to be discussed

Planning the Interview

What information are you trying to obtain? Are you after specific answers or a general understanding of an area? Script the questions in advance leave room for the answers

Conducting the Interview

Starting the Interview

Introduce yourself and give your background (briefly) Tell him why you are talking to him Put him at ease - smalltalk Emphasize that we do not focus on individuals Tell him you will be taking notes

The interview should not be painful

Getting People to Talk


Do not be threatening Open versus closed questions Wait for an answer pause Show interest

Listening visibly Restating what he said Non-verbal

Open vs Closed Questions

Open questions require a longer response What kind of training have you received? Closed questions usually have short answers Were you trained on __ ? Choose type based on purpose of interview, the time available, and the individual. -- Sometimes you need to change during the interview.

Getting Back on Track

Sometimes interviewee will talk extensively about an unrelated topic May have to interrupt him Restate last relevant item and ask next question Ask how that relates back to the original question - politely

Understanding what was Said

Listen carefully listening is half of communicating Restate was you think he said to verify you understood it correctly (repeatback) For important items, ask the same question different ways

Language Barriers

Language differences will always add some error Can use an interpreter or plant person to help (sometimes 3 languages are needed) but allow more time Sometimes written materials or drawings are more effective than words Good place for repeat-backs

Taking Notes

Dont rely on your memory Just write key words fill it in later Write down follow-up questions dont interrupt Do what works for you !!

When you have two Reviewers

If two reviewers are involved, one can take notes while the other focuses on the questions Second person often identifies follow up questions Second person can watch body language Can swap roles but dont alternate

Group Interviews

Sometimes it is useful to interview a group of people together Schedule in advance in a separate location (perhaps without management present) Remember that group responses MAY be different from private comments can be more bold or more reserved

At the end of the Interview

For important items, you might want to summarize what you heard Could ask them to provide further details on a topic Thank the interviewee for his time

After the Interview

Review your notes and add words as needed allow time for this Identify additional follow-up needed Share information with other team members verbally or via an observation

Common Errors

Being late for the interview Not being prepared Talking too much not listening enough Asking the wrong questions for the persons position Asking leading questions

More Errors

Not following up on key points Not being objective too harsh or too accommodating Losing control of the interview Second person jumping in when they think they know the answer

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