Interview Skills for Nurse Surveyors A skill you already have and use –Example. Talk with friends about something fun You listen You pay attention You enjoy each other You’re a “team” without being one –Purpose of this session: Give you tools to help you apply your skills in a variety of work situations

Before You Leave Clear your mind of distractions, e.g., home and work environments. If you have distracting or distorted sentences in your head, change them to rational thoughts.

Onsite Overall: establish and nurture a relationship with the interviewee Explain why you’re there Purpose of the survey: to get a picture of facility Establish a respectful stance –I’ll ask you questions –You ask me too

Be real Demonstrate genuineness, courtesy, respect, empathy Encourage the interviewee to tell his/her story Balance story listening with focusing on your goal Use a protocol to keep you focused (e.g., nursing home interview protocol)

Adapt to the Interviewee Let the interviewee dictate the environment Ask permission to enter the interviewee’s space Keep societal/cultural differences in mind Engage the person from the face on out – eye contact Eye contact seen as a threat for some native Americans Know when to hold ‘em and when to fold ‘em

Individuals with Speech Impediments YOUR ISSUE –Individuals who use communications devices –Individuals with dementia –Individuals who have English as a second language

Delivery Speak clearly Ask one question at a time Know the interview protocol well enough to refer to it without reading it verbatim Control your volume and pace As much as possible, interview in a quiet place

Note Taking Tell interviewee if you’re going to take notes and why Encourage interviewee to read your notes

Clarity Use language that the interviewee understands Clarify as you go, make sure the interviewee is with you Be honest about any difficulties you have understanding Make sure you understand an interviewee’s question before giving an answer If you don’t know an answer, get back to interviewee ASAP with appropriate information

Rapport Avoid “role playing” Make sure you speak the same language Keep in mind age, education, values, vocabulary Both parties carry personal values, attitudes, needs, culture, and experience.

Body Language Make sure there’s consistency between verbal and nonverbal elements of your conversation If there’s a distraction (e.g., a noise), probably comment on that, rather making believe it’s not there

Confidentiality Cannot promise and do not If there’s something against the law, abuse and neglect, inform the interviewee that it will be reported – “we’re here for your safety” Focus on the interviewee’s benefit – make it concrete

Techniques (1) Make sure you and your interviewee are on the same page. How? Check facts. –“This is what I’m getting from our conversation. –“How does that compare with what you understand?” Paraphrase implications. –“Sounds like you might be worried that the same thing might happen to you. Is that right?”

Techniques (2) Focus. –Bring the subject back to the matter at hand. –Useful when an interviewee would like to monopolize the conversation. –Use checking to get back to the point. Genuine Empathy. –Acknowledge if there’s a real difficulty in relating to an embarrassing area (e.g., abuse) –“It looks like you might be having difficulty getting around, but you’re still working at it. That’s great. Now what was your question about insurance?”

Techniques (3) Mix closed and open questions. –Closed, yes or no and facts “Are you currently receiving social security?” “What is your address?” –Open – room for a complex answer. Useful if an interviewee is reluctant to talk, or to get information about a complex matter. “What do you think about your care? How is it for you?”

Techniques (4) Be ready to hear what you never wanted to know Be a slow reactor. If necessary, work at it

Closing Summarize the interview Don’t promise what you can’t deliver Paraphrase what you’ve learned Ask if what you’ve said is an accurate picture Give the interviewee the opportunity to ask questions as well Tell the interviewee the next steps Thank the interviewee for his/her time