PLANNING THE INTERVIEW —
Preparing

Yourself 

### What do

1 need to know? 1. What
is alleged
to have happened? 2. When did it happen? 3. Where did it happen? 4. What was the outcome
or potential

outcome
of the event(s)? 5. Howdidithappen? 6. What requirement(s)

are in question,

related to the alleged event or occurrence? 

### V/hat organization aspects should

I know about before the interview? 1. Organizational goals? 2. Staff roles and responsibilities? 3. Levels of supervision 4. Facility layout/physical plant? 

### WTio do I think has the information that

I need to know? 1. Complainant? 2. Victim (patient, resident, client, customer, other)? 3. Witnesses? 4. informants? 5. Administration? 6. Staff? 7. Public? 8. Other?

Updated
10 17 06 DHFS Department Wide Training NED —Principles

of Investigation Bureau of Quality Assurance

— 3/2000When should the interview
be conducted? 1. Conduct
aclose to the time of disclosure

as possible 2. Coordination between agencies 3. Sequence
of interviews related to the allegation(s) • Informant, witnesses, victim, staff Victim, witnesses, complainant, staff • Staff, witnesses, complainant, victim Where should the interview
be conducted? 1. At facility or agency? 2. State/public office building? 3. Via phone? 4. Neutral location How should the interview spacebe arranged? Do youhave control overthe spaceand environment? 1. Position of the interviewee

to the interviewer 2. Barriers an’d distractions 3. Furniture arrangement What type of interview will be conducted? 1. Structures? 2. Semi-structured? 3. Unstructured? 4. Individual? 5. Group?V 6. Phone? 7. Questionnaire?V Updated
101706 DHFS Department Wide Training NBO —Principles
of Investigation Bureau ofQualityAssurance

—3/2000INTERVIEWING TIPS Failure of an Interview: • Failure
to ask the right questions • Not spending

time to develop rapport • Biased or leading questions • Inappropriate probing, i.e., failure to pick up on comments, body language,

etc. • Avoiding

difficult situations Getting

to the Truth: • Plan the interview • Take the interview seriously.

If it’s not worth your time to ask the questions correctly,

then it’ s not worth the resident/client/staff person’s

time to answer the questions honestly • Don’t assume, get clarification • Learn how to ask difficult questions o Compassion o Understanding o EmpathyV o Control • Don’t guessVV • Keep the goal in mind • Adapt to odd and difficult situationsV • Don’t ask leading/biased questions Developing Rapport: • The time you take to develop rapport

can make or break an interview and make an interview
go more quickly • Speak in conversational toneV • Use active listening

— let interviewee “tell the story” • Always

be professional • Know i1ien to endAvoid Bias: • Don’t make assumptions based on your own familiarity with the situation • Find out the facts —what the interviewee knows about the concern/incident •Do not express your own opinion orhow you think the interviewee should respond •Do not suggest answers • Repeat questions • Ask questions more slowly • Rephrase questions •Let the person think about the answer, don’t rush •Do not appear impatient

or abrupt .Do not use leading probes • Give the person the opportunity

to express their own opinion,
in their own way Probing:
•Let the person tell the story, then go back andclarify •A correct probe is a prompt that will encourage further conversation oProbe for correctness o Probe for clarity o Probe for completeness • Repeat questions arid responses • Give feedback •. Avoid leading pobes • Allow opportunity

to reflect onfull range (ex. Not just goodipoor, but excellent/good/fair/poor) • Probe in conversational manner • Tell the person how important

it is to get their views • Ask for more specific responses
or explanations o “What do you mean by that?” o“Tell me what that means to you?”V oAsk for definitions,
i.e. “What do you mean by ‘short staffed’,V‘missing meds’, ‘was exhibiting behaviors’

?‘.‘ o “Could you explain that?” o“I’m not sure

I understand...”• Probe for completeness o Fill in the spaces o Narrow the times o Seek more information

on ‘who’ Difficult Situations: • When the interviewee

is upset (e.g. crying),

don’t ignore and provide reassurance o “I’ sorry” o “I understand” o “It’s okto cry” • Don’t pity, be respectful

and sensitive • Don’t make up stories • Move forward with task at hand • Handle anger first. “I know it’s intmsive, but it has to be done. Let’s get through

this together.” 10/06