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Interviewing 101 Skills and Techniques
FINCA Research Training
Slides Incorporate Important Information from ORC Macro. 2006. Demographic and Health Survey Interviewer’s Manual.
Agenda
1. Your Role as an Interviewer
2. Interview Skills and Techniques
3. Understanding Bias
4. Key Lessons
Your Role as an Interviewer
The FCAT’s success depends on the quality of work of each interviewer:
• Each and every interview counts
• Understand clients’ experiences and needs to instill a sense of trust
• Ensure data quality and accuracy (clean and properly report)
Agenda
1. Your Role
2. Interview Skills and Techniques
3. Understanding Bias
4. Key Lessons
Interviewing Skills
Interviewing is a skill that requires practice and patience
People will have different interviewing strengths
Remember the quality of interview determines quality of research
Introduce Yourself
At a group meeting, such as a village bank meeting:
Have loan officer introduce you to the group
Explain that you are working with (not for) the FINCA Affiliate
Emphasize confidentiality and the aggregation of responses
Thank the client and also the group as a whole if appropriate
Build Rapport
1. Make a Good First Impression
Introduce yourself at the start of each interview
Smile and greet the person cordially
2. Take a Positive Approach
“I would like to ask you a few questions,” NOT, “Are you too busy?”
3. Obtain Consent
After introduction confirm consent to interview: “OK? Can we begin?”
Build Rapport (continued)
5. Answer Client Questions
Be direct and pleasant
Do not promise anything -this data can inform change but you can not promise
6. Interview Client Alone
Third parties often prevent honest answers
Always ensure you are out of earshot
4. Clarify Confidentiality
No names will be used and no information provided will be used against the client
All responses are aggregated with those of up to 800 other clients
Create a Client-Friendly Atmosphere
•Demonstrate you are ‘hearing’ them with an “mm-hmm, ok, and I see” •Do not rush a slow client in their responses
Listen
•Keep a conversational tone •Remember this is not a test nor an interrogation
Engage
•Interview clients apart from others to the extent possible•Stay out of earshot
Ensure Privacy
How to Ask the Questions
Do not go into the interview with any expectations
Read question EXACTLY as written, EVERY time
Never ask questions from memory
Do not allow clients to read the questionnaire along with you
How to Repeat the Questions
For hesitant respondents:• Re-interest respondents with conversation, listen to what they
have to say, build trust• Reiterate confidentiality• Don’t force answers
Read the question Pause Repeat questionRe-phrase question
Additional Interview Best Practice Techniques
Do not change
wording or sequence
Maintain neutrality
Never suggest answers
Do not respond with
opinion driven
answers
Additional Tips
Maintain eye contact with the clientListen to each answerUnderstand how one answer affects answers for following
questionsShow genuine interest in what the client has to sayNEVER suggest an answerPROBE by pausing and giving the client time to think of
their response, rephrase the question, ask the question in smaller components
Keep an eye out for incorrect answers. Probing, practice and knowledge of questions will prevent this from occurring : Example: Client states that the group forced him/her out when s/he earlier stated a self-determined reason for leaving. Probe.
At the End of the Interview
Thank the client for their time (again)
Let the client know that FINCA is looking forward to better understanding all client needs through this research
Answer openly any questions that client might have
Perfecting Your Interview Skills
Practice, practice, practice!
Your energy will be obvious to the client
Remember 3 C’s:
1) be calm
2) be collected
3) be courteous
Agenda
1. Your Role
2. Interview Skills and Techniques
3. Understanding Bias
4. Key Lessons
What Is Bias?
Bias is introduced both by visible and invisible means. Three types to watch out for:
Affect Bias
Relates to the personalities of interviewer and interviewee
Question Bias
Relates to interviewee fatigue or flawed interviews
Gender Bias
Relates to the sex of interviewer and gender relations
1 2 3
Gender Bias
Gender informs clients’ expectations of interviewer in important ways:
Beliefs (ideology) that shape gender identities and behavior, and how men and women and boys and girls conduct their daily lives
Perceptions that guide how people interpret aspects of their lives differently depending on their gender identity
Types of knowledge that men and women are privy to; who gets to know what
Gender Bias
Gender relationships will influence the interviews in important ways:
Differences in the willingness of men and women to participate in the interview or to answer particular questions
Differences in interview length depending on whether the interviewee is male or female
Differences in the ability of men and women interviewees to understand or answer the questions
Affect Bias
Do not make assumptions on the level of understanding, knowledge, intelligence, etc. of respondent
Maintain professionalism, creating a courteous and neutral atmosphere
Know thyself
Question Bias
Interviewee fatigue• Be clear at the beginning of the approximate time for an
interview• Also, mention that some questions are longer than
others
Overcome question bias with practice• But do not ask questions from memory or skip around
the questionnaire
Agenda
1. Your Role
2. Interview Skills and Techniques
3. Understanding Bias
4. Key Lessons
Three Key Lessons
1. Remember interviewing is a skill Improve and be aware of strengths and weaknesses
2. Communicate with your group Working effectively as a team will help develop your
interview skills and rapport with clients
3. Be aware of potential bias
Activities
Appendix
Slides Incorporate Important Information from ORC Macro. 2006. Demographic and Health Survey Interviewer’s Manual.
Fishbowl Activity
To start:
Two volunteers
Each group member will be given instructions on their role
Report back to the group your interview experience