Step 5 Training Session: Interview Techniques

Questions Generate useful information Generate useful information Focus on reasons or motives Focus on reasons or motives Invite unanticipated findings Invite unanticipated findings Non-threatening Non-threatening

Avoid Subtly leading Subtly leading What do you like about? Double barreled Double barreled What do you like and dislike? Laden terms Laden terms Difficult to answer Difficult to answer Make people feel bad Make people feel bad

Effectiveness Setting and atmosphere Setting and atmosphere Informant or Respondent Informant or Respondent Interview guide Interview guide Interviewer InterviewerCharacteristicsSkills

Physical Setting Private Private Comfortable Comfortable Few physical barriers Few physical barriers Level of heads equal Level of heads equal Ability to take notes Ability to take notes Tape player in non-intrusive place, facing so can watch tape Tape player in non-intrusive place, facing so can watch tape

Atmosphere Friendly Friendly Respectful Respectful Attentive listening CuriosityConfident

Informant Knowledgeable about topic of interest Knowledgeable about topic of interest Willing to share Willing to share Articulate Articulate Comfortable with task and setting Comfortable with task and setting

Taking Notes As validation of research role As validation of research role Aid to memory during interview Aid to memory during interview Key words for constructing interviews Key words for constructing interviews Recording non-verbal cues and impressions Recording non-verbal cues and impressions Confidentiality Confidentiality

Informed Consent Issues Make explicit Make explicit Length of time Benefits Nature and likelihood of risks Assurance of confidentiality Assurance of confidentiality Who has access and for what purposes

Interview Guide Introduction Introduction Key questions Key questions Closing Closing

Introduction Explain who we are Explain who we are Explain purpose Explain purpose Explain procedures Explain procedures Explain and give opportunity to sign consent forms Explain and give opportunity to sign consent forms Express interest in hearing different points of view Express interest in hearing different points of view

Closing Opportunity to clarify Opportunity to clarify Last minute thoughts Last minute thoughts Express appreciation Express appreciation

Order of Questions Least to most threatening Least to most threatening Tunnel vs. Funnel Tunnel vs. Funnel General questions before specific questions General questions before specific questions Positive questions before negative questions Positive questions before negative questions Uncued questions before cued questions Uncued questions before cued questions Flexibility Flexibility

Guiding Discussion Conversational Conversational Flexible: able to think on feet Flexible: able to think on feet Stay focused Stay focused Neutral Neutral

Listening Listens intelligently Listens intelligently Enthusiasm for the topic Enthusiasm for the topic Genuine interest in what subject has to say Genuine interest in what subject has to say Responds to non-verbal cues Responds to non-verbal cues Totally focused at all times Totally focused at all times Can handle contradictory information with sensitivity Can handle contradictory information with sensitivity

Other Skills Non-judgmental Non-judgmental Compassionate Compassionate Puts participants comfort first Puts participants comfort first Willing to share feelings when appropriate Willing to share feelings when appropriate Do not talk unnecessarily Do not share information that would bias Handles distractions well Handles distractions well

Listening Attending: verbal and non-verbal signs that you are paying full attention. Attending: verbal and non-verbal signs that you are paying full attention. Encouraging responses: to indicate you are listening and encourage respondents to continue talking. Encouraging responses: to indicate you are listening and encourage respondents to continue talking.

Internal Dialogue Internal Dialogue What else do I need to ask to understand what this person means? What else do I need to ask to understand what this person means? Am I hearing everything I need to know to understand the answer to the research problem? What else should I ask? Am I hearing everything I need to know to understand the answer to the research problem? What else should I ask? How much time do I have left? How much time do I have left?

Redirecting Discussion Redirecting Discussion Let's move on Let's move on That brings up a related issue.. That brings up a related issue.. Let me ask that we hold this discussion for a few moments so that I can ask.... Let me ask that we hold this discussion for a few moments so that I can ask.... We only have a little time left, so… We only have a little time left, so…

Probing Probing What does this mean anyway? What does this mean anyway? What does this suggest we can do to solve the problem/realize the project's goals? What does this suggest we can do to solve the problem/realize the project's goals? How do I get beyond the intellectualizing to feelings? How do I get beyond the intellectualizing to feelings?

The Silent Probe 5 seconds while maintaining eye contact 5 seconds while maintaining eye contact To clarify or illuminate clarify or illuminate To clarify or illuminate clarify or illuminate

Paralanguage Umms Umms Uh-huhs Uh-huhs Grunts Grunts Tone of voice is always important Tone of voice is always important

Elaborating "Could you tell me more about that?" "Could you tell me more about that?" "Could you tell me more about your thinking on that?" "Could you tell me more about your thinking on that?" "You started to say something about...." "You started to say something about...." "Is there anything else?" "Is there anything else?" "How do you mean?“ "How do you mean?“

Specifying What specifically about _____ makes you feel that way? What specifically about _____ makes you feel that way? What else do you think about _________? What else do you think about _________? What other reasons do you have for feeling that way? What other reasons do you have for feeling that way? What else do you think about that? What else do you think about that? I'd like to know more about your thinking on that issue. I'd like to know more about your thinking on that issue.

Laddering Techniques Ask series of questions to get more specific comments and uncover root cause or meaning Ask series of questions to get more specific comments and uncover root cause or meaning In what way is it good? What does that mean to you? How does that make you feel? Be Careful Not to Lead Be Careful Not to Lead

Ask for Specific Examples "I see, well, could you give me an example?" "I see, well, could you give me an example?" “Can you give me a description of….” “Can you give me a description of….” “How might someone do that?” “How might someone do that?” “What are some specific examples of ______________?" “What are some specific examples of ______________?" "Would you give me an example of what you mean?" "Would you give me an example of what you mean?"

Clarifying "I don't understand." "I don't understand." "I'm not sure I understand how you are using the word ______." "I'm not sure I understand how you are using the word ______." "I'm a bit confused, could you try again to explain what ____." "I'm a bit confused, could you try again to explain what ____." "Could you explain what you mean by _____." "Could you explain what you mean by _____."

Encouraging To reassure them and encourage them to continue To reassure them and encourage them to continue Uh-huh Uh-huh Yes..Yes Yes..Yes I see I see

Repeating Whenever there is confusion, may begin by repeating question Whenever there is confusion, may begin by repeating question May rephrase if use parallel question form May rephrase if use parallel question form “Let me repeat the question…(repeat it) “Let me repeat the question…(repeat it) “Well, in your opinion…(repeat it) “Well, in your opinion…(repeat it) “Well, all things considered…(repeat it) “Well, all things considered…(repeat it) “So, the message you want me to get from that story is…” “So, the message you want me to get from that story is…”

Practice Session Break into triads Break into triads Give feedback to each other Give feedback to each other Focus on Probing Focus on Probing