Asking the Right Questions

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Asking the Right Questions

• Richard Tomkinson - TPAS

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Whos here?

• Introduce yourself
• Whether youve ever been an interviewer
• In what context (i.e. what was the interview
  for?)
• One aim from attending this workshop
• This workshop will highlight skills and top tips
  for both tenants and staff members

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A bit of context

• Co-regulation Resident-Led Self Regulation
• Expectation to empower as well as involve
• More varied role with increased expectations
• Scrutiny interviews Staff recruitment
• Participant selection Procurement
• Mentor/consultant recruitment

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• Dos

• Donts

• Interrogate, attack or put the interviewee on the
  defensive
• Give an indication of your opinions or appear to
  judge
• Ask leading or multiple questions
• Rush onto the next question, consider the last
  response
• But not embarrassing ones!
• Pre-empt the answer
• Give the impression you wanted to hear something
  else
• Change the question
• Continue if respondent appears agitated or
  withdrawn

• Be welcoming build rapport and informal
  atmosphere
• Establish clearly what the interviewer thinks
• Balance open and closed questions
• Listen carefully and follow-up for clarification
• Allow silence
• Give plenty of time to respond
• Probe
• Be prepared to repeat the question
• Stop if it is not working!

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Interviewing Skills Qualitities

• Interested
• Interesting
• An active listener
• Gives full attention
• Keeps to time
• Is relaxed
• Is focused on the interview
• Doesnt interrupt

• Friendly welcoming
• Attentive
• Sensitive to feelings
• Able to tolerate silences
• Able to use prompts
• Able to probe for more information
• Able to use checks
• Non judgemental

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A Good Interview Should

• Keep to the script
• Doesnt deviate
• Records answers accurately
• Isnt swayed by personality/appearances
• Doesnt take sides
• Listens
• Remember it is not an interrogation you do want
  the interviewee to feel at ease so you get the
  most out of the interview.

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Steps to effective interviewing

• Welcome
• Supply
• Acquire
• Top Tips
• Be reflective
• Avoid apologies
• Use direct language

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Asking Questions

• Need to ask questions carefully
• Need to think about why you are asking the
  question - whats the purpose
• What are you going to do with the answer

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Asking Questions
Closed questions
Open questions
Probing Questions
Limiting questions
Reflective questions
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Questions to Avoid
Multiple questions
Leading Questions
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Whats the Question

• Is liver and bacon ok for dinner?
• What would you like for your dinner?
• Tell me a little bit more about the vegetables
  you would like with your dinner?
• So you are saying that you would prefer carrots
  and sweetcorn?
• You are happy about having that arent you?
• Would you like treacle pudding, fresh fruit salad
  or maybe you would prefer apple meringue or I
  could whisk up a quick crumble if you really like
  that or how about banana and custard?

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Preparing for Interview

• Think about
• Who will you interview?
• Confidentiality reassurance to stop people
  worrying
• Set time, duration/venue clarity structure
  reduces anxiety
• Areas to cover - Questions check lists and
  prompts
• What do you wear smart casual
• Comfort zone - refreshments and small talk
• Explain what happens next?

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Closing the Interview

• Thank for time
• Reiterate confidentiality
• Explain again about other next steps and
  timescales
• YOUR OBJECTIVE is to gather information from the
  candidate.
• YOUR AIM is to keep them talking.
• A practical target is 70 from them and 30 from
  you.

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In Groups

• Prepare 3 questions to ask a staff member as
  part of a scrutiny review into repairs
  satisfaction
• We will then discuss

15

• The Coalition Government are doing a decent job
  of bringing the Country out of recession.

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Prohibited Questions

• Age
• Marital status/Children
• Religion
• Politics/Political affiliation
• Medical history
• Personal habits
• Other similar things

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If you were an animal
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• Please complete your evaluation form!
• richardtpas_at_yahoo.co.uk