personal skills for interviewing listening and giving feedback module s1 n.
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  1. Quality and Outcomes Framework Assessor Training Personal Skills for Interviewing, Listening and Giving Feedback Module S1

  2. Aims of the Module • To be able to: • Listen well • Ask questions effectively • Give feedback • Handle difficult situations

  3. Two Key Points It is a privilege to visit a contractor – it is their domain and their organisation and you are a guest. You will never know as much about what goes on as the contractor’s team does.

  4. Active Listening • Words – listen to particular emphasis and repetition • Facial expression – does it fit with the words? • Body movement – relaxed or jumpy? • Beware of your own behaviour; it may encourage people or shut them up

  5. Effective questioning • Open – “How is it going?” • Probing – “What do you mean by that?” • Reflective – “You say ‘difficult’?” • Closed – “ Have you got a complaints protocol?” • Don’t ask cued questions – “You’ve no problem with that, have you?” • Use triangulation – put the same question to more than one person separately

  6. Effective feedback • Start with what you regard as the contractor’s strengths (they all have them!) • List the developments needed • Be specific, so that people understand what you mean and why you are saying it – “The reason you are doing this well is because…”

  7. Giving difficult feedback • Begin positively and establish empathy • Have the facts/evidence available • Point out any resistance you encounter • Review detail of specific items • Keep the responsibility with the contractor • Allow ‘time out’ if needed

  8. You will have succeeded if: • The contractor feels motivated at the end • You have established good relationships • Even if the contractor does not like the results, they compliment you on the way you have carried out the visit