1. Interview skills
Interview Skills 1

2. Objectives explain the flow and sequence of a typical interview
use various techniques to obtain information from the client and achieve an accurate diagnosis
explain the importance of giving information in a clear and concise manner, including all options open to them
explain the importance of identifying and agreeing upon an appropriate course of action with clients
Interview Skills 1

3. Interview overview 1 Welcoming the client 2 Identifying the issue(s) 3
Researching and giving information 6
Case recording 5
Planning action and ending 4
Identifying and exploring options
Interview Skills 1

4. Pre-Interview - Matters to Consider
The client’s feelings?
Clarifying the client’s aims?
Is signposting/referring on appropriate?
Does the client just need information?
Are we offering
Advice?
Advocacy & Negotiation?
Representation?
Interview Skills

5. Pre-Interview Our Principles
Confidential
Independent
Impartial
Non-judgemental
Objective
Free
Effective
Empowerment
Interview Skills

6. Stage 1: Welcoming the client
Physical environment
entrance to bureau
waiting room
interview room
Verbal communication
welcoming
polite conversation
Non-verbal communication
positive body language
Interview Skills 1

7. Video 1
Interview Skills

8. Non-Verbal Communication
Maintain good eye contact
Sit facing the client
Have an open posture
Lean towards client
Have a relaxed posture
Nod your head
Interview Skills

9. Video 2
Interview Skills

10. Stage 2: Identifying issue(s)
Identify the problem / issue
encourage client to explore issues by actively listening
use questioning and prompting
gather appropriate information (including immigration status)
clarify client’s aims and identify any urgent action required
Remember: checklists are available
Interview Skills 1

11. Reacting
Short
words of
encouragement
Open questions
Clarifying
Summarising
Reflecting

12. Stage 2: Questions Types of question
Closed
to confirm or ascertain a fact
Open encourages client to explain or describe a situation
Probing
follow-up to delve further
Leading
encourages client to give a specific answer
Multiple
a series of questions in quick succession
Types of question
Interview Skills 1

13. Stage 3: Researching Sources of information: information system
internal sources
external sources
Interview Skills 1

14. Video 3
Interview Skills

15. Stage 4: Options At this stage, you would: identify options available
examine consequences and limitations of each course of action, in light of client’s own circumstances
help client to select the most suitable option(s), without telling them what to do
There is always the option to do nothing
It can be helpful to provide written information.
Interview Skills 1

16. Ensure the client is clear about any agreed action plan
Stage 5: Types of action
writing letters
making phone calls
doing calculations
making referrals
creating an action plan
giving information/strategies
summarising
Ensure the client is clear about any agreed action plan
Interview Skills 1

17. Stage 5: Ending You could: use indicative body language (eg stand up)
close notebook or pen
push chair back
offer a further appointment
Bureau policy on length of interviews
Interview Skills 1

18. Stage 6: Case recording Case recording is vital, as it ensures that:
there is an accurate record of the client’s enquiry
another adviser could pick up the case and carry on with it should the client return at a later date
there can be effective quality assurance monitoring
Interview Skills 1