Elements and Performance Criteria
- Plan an interview.
- Confirm purpose and objectives of interview and negotiate these with those involved.
- Check and confirm all relevant information from different information sources.
- Select a comfortable interview location that provides privacy and the confidence to speak freely.
- Notify the necessary participants of the venue, time and objectives of the interview.
- Conduct an interview.
- Use interview techniques according to organisation policies and procedures.
- Use effective communication methods that encourage cooperation and the honest exchange of information relevant to the purpose of the interview.
- Deal constructively with negative responses and manage conflict.
- Recognise the special needs that some people have which may impact on the interview.
- Observe behaviour and responses and use questioning to determine moods, emotions and areas of concern.
- Be prepared for possible crises and direct or discharge them in ways that suit the situation.
- Give support to people being interviewed to encourage them to manage their own issues and take personal responsibility.
- Implement decisions.
- Determine what the key issues and concerns are, what action needs to be taken and refer those involved to relevant support people and agencies.
- Deliver responses which are consistent with the nature of the issues and concerns and the degree of urgency and possible risk of harm.
- Give responses and feedback to key people that help achieve the purpose of the interview.
- Check reactions and responses and give suitable encouragement or direction to reinforce options for support and positive progress.