Interviews - hdbk11030028

DOE-HDBK-1103-96

Interviews. Although document review and table-top discussions will be the

4.6.7

primary tools used in this process, if using these techniques cannot uncover or

resolve everything, interviewing should be used. Conducting an interview

determines expected performance, actual performance, causes, and solutions.

The interview can be a telephone interview, a 1 on 1 in-person interview or a 1

on 2 in-person interview.

The techniques for making the interviews efficient and effective should be

explained to the team members. Team members should concurrently interview

to save time. The steps for interviewing are:

Step 1: Prepare for the Interview. Understand what you are looking for and

what you expect to gain by conducting the interview -- expecteds,

actuals, causes, etc. To keep the interview on track, gain needed

information from each source and ensure that the time spent conducting

the interview is effective. The plan should include a list of carefully

prepared questions that will be asked of each source. If one of the

purposes for the interview is to examine causes, the plan should include

environmental items that can be noticed when going to or conducting

the interview (if the interview is conducted at the work site). Examples:

of environmental items include location of procedures, whether people

are actively following procedures, whether job aids are available in the

work environment, what attitudes are being displayed via people's

conversations, interactions, etc. Choose people who can provide the

most information for multiple purposes (e.g. expecteds, actuals, and

causes) to reduce the number of interviews required to gain needed

information. To achieve the best results, the interview should be

conducted in a location that is quiet and comfortable, with no

distractions. If possible, the time, length, and location of the interview

should meet the needs of the interviewee in terms of any constraints the

interviewee might have (working hours, other).

Step 2: Begin the Interview. Regardless of whether the interview is being

conducted in person or by telephone, start on time. The interviewee's