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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
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.