Interviewing Techniques

Goals

Discuss the steps involved in the interviewing process.

Discuss ways to create a comfortable environment during interviews.

Provide examples on probing, clarifying, and other issues involved in the interview process.

Before you dial

Familiarize yourself with the investigation and the survey

Remain enthusiastic and upbeat

Introduction

Introduce yourself and the organization you represent

Follow the survey introduction word for word

Project confidence and enthusiasm Speak slowly and enunciate

Introduction

Provide a time estimate on the duration of the interview

Address confidentiality Offer contact information Obtain informed consent

Survey questions

Ask the same questions in the same manner

Remain neutral throughout the interview

When necessary, prompt for clarification and probe beyond “I do not know”

Survey questions

If the participant provides additional voluntary information, record the answer first

Do not lead the participant

Probes

It may be appropriate to have a follow-up probe ready Open-ended questions

“Could you tell me more about that”? “What did you feel about that”?

Closed-ended questions Offer dates, times of day, or seasonal

holidays

Clarification

Develop a protocol to deal with questions of clarification Options

Repeat the information in the question Refer to pre-determined definitions Respond: “Whatever _____ means to you”

Don’t be afraid to say you don’t know

Closing

Thank the participant Provide contact information Make sure all questions are

completed

Face-to-face

Remain neutral in vocal tone, body language, and facial expressions

Be attentive and maintain appropriate eye contact

Be accepting of the participant Concentrate on what the

participant is saying

Questions, problems, and solutions

Examples: What sorts of questions will you ask

me? What good are these surveys? How did you get my number? I do not have time to complete the

survey.

Other issues Language problems Participant refuses to answer Impatient or tired participant Participant gets off the subject Participant does not understand the

question or gives irrelevant answer Participant asks for feedback,

confirmation, or additional information Participant did not know he or she had

the diagnosis in question

Conclusions

Ways to become a great interviewer: Practice Be an active listener Ask for assistance if needed Be mindful of introducing bias Be courteous and knowledgeable Maintain a professional yet friendly

approach

References1. Michigan Department of Agriculture. Module

7: Foodborne illness investigations, interview techniques. In: Training program for the professional food service sanitarian. Available at: http://www.michigan.gov/documents/MDA_mod_07_21297_7.html#_Toc491503839. Accessed February 3, 2004.

2. Salant P, Dillman D. Chapter 8: Setting your survey in motion and getting it done. In: How to conduct your own survey. New York, NY: John Wiley and Sons, Inc;1994:137-170.