1 Audit Interviewing

2Topics  Why Conduct Interviews  The Interview Process  Interview Best (and Worst) Practices  Summary

3 Audit Procedures  Observation  Inquiry (Interview)  Examination  Reprocessing  Analysis

4 Why Conduct Interviews  Gather information  Determine opinions  Validate previously acquired information

5 Interview Process  Pre-interview  Conducting the interview  Post-interview

6 Pre-Interview Steps  Determine goal of interview  Determine interviewee  Gather all available background info  Allot sufficient time for the process  Plan an appropriate environment  Develop a set of basic questions  Final review of preparation step information just prior to interview

7 Mind Mapping  A technique for presenting individual or group knowledge graphically  Concepts and links are labeled and categorized  Useful in:  Brainstorming  Communication  Design  Assessment of understanding  Interviewing

Mind Mapping The Audience You The Venue Topic Background Who are they? Who is the decision maker? How influential? Why are the there? Personal motives Business motives How many? Preparation Appearence Delivery Environment Visability Aircon Size Facilities Logistics Parking Seating Materials (HO,s tec) Equipment Why this topic? Is there a sponsor? Type Practical Motivational Proceedural Theoretical How important? Personally Organisationally How frequent? One-off Multiple Resources available Money People Materials Effective Presentation Outline Ver. 212/09/96

Ishikawa or Fishbone Diagram Ishikawa or Fishbone Diagram

10 Potential Interview Goal  Determine criteria  Document process  Obtain specific facts  Establish operating environment  Team building

11 Gather Available Data  Permanent files  Manuals and other written documentation  Organization charts  Job descriptions  Risk assessment

12 Allot Sufficient Time  Pre interview - 20 to 30 minutes  Interview – 20 to 30 minutes  Post interview - 15 to 30 minutes

13 Plan an Appropriate Environment  Privacy  Limiting Distractions  Comfort

14 Plan Basic Questions  Up to six broad-based preplanned questions  Preplanned questions constructed to open communication link about a certain subject  Too many preplanned questions take spontaneity out of the interview Mind Mapping the Interview Exercise

15 Conducting the Interview Steps Rapport building Introduction Core Confirmation Closing

16 Rapport Building & Introduction  Build a bridge  Establish the goal of the interview so that the interviewee is focused  Ask an introductory question about a topic with which the interviewee is familiar

17Core  Control the interview  Listen effectively  Ask preplanned questions  Ask questions that are generated by answers giving to preplanned questions  Answer questions directed at you  Provide general information that will further the interview process

18 Control the Interview  Interview when you are at your best  Establish a max time to spend on an interview  Continually assess needs covered against time left  Do not follow “ rabbit trails ”  Do not schedule back-to-back interviews

19 Which Listener Type Are You?  Effective  Faker  Continual Talker  Critic  In A Hurry or TOO Busy  Finish the Sentence  Done One Better  Bored  Interruptions Are Normal

20 How to Be an Effective Listener  Develop a realistic attitude about the impact of listening on your work performance  Become familiar with common listening barriers and effective listening techniques  Work continuously at refining your listening skills

21 Barriers to Good Listening (1 of 2)  Inappropriate attitude about listening  Failure to work at listening  Failure to give full attention to speaker  Failure to recognize nonverbal & emotional clues  Failure to recognize facts & details  Conflicting nonverbal clues  Closed mind

22 Barriers to Good Listening (2 of 2)  Urge to interrupt and/or debate  Failure to control emotions  Allow status to interfere  Failure to put speaker at ease  Organizational barriers  Environmental distractions  Content-related barriers  Speaker-related barriers

23 Impact of Poor Listening on the Interviewer  Misunderstanding  Rework  Low morale  Negative career impact

24Confirmation  Offer the interviewee an opportunity to confirm your understanding of the key information you have obtained  Inform the interviewee that you will provide a write-up of the interview for review and possible initials

25Closing  Ask for permission to talk again if necessary  Tell the interviewee what will happen next if applicable  Thank the interviewee for their time

26 Post-Interview Steps  Consolidate and organize the information received in the interview  Self-assess the interview process  Conduct follow-up to clear questions and/or obtain validation of consolidated and organized information

27 Self-Assessment of Interview Process  Did I use effective LISTENING skills?  Did I establish rapport?  Did I explain the interview goal?  Was my introductory question about an area with which the interviewee was familiar?  Did my preplanned questions provide an opportunity to ask specific questions?

28 Best & Worst Practices Did I receive enough information to achieve the goal of the interview? Did I answer all questions from the interviewee? Did I confirm the key information I received? Self-Assessment of Interview Process Exercise

29Summary  Plan! Plan! Plan!  Control the interview  Confirm the information received  Self-Assess the process