Maximising Workplace Relationships
MOB: 0419 74 64 08
ADD: P.O. Box 891, Macleod 3085
EMAIL: strategicquestions@bigpond.co...
Maximising Workplace Relationships
Focus of Presentation
Gathering the best available information from
workplace interviews
Maximising Workplace Relationships
Investigation Nous & Knowledge
Person-Centred Approach
Effective Communication
Intervie...
Maximising Workplace Relationships
Principles of Interviewing
Create an environment that maximises the
opportunity for the...
Maximising Workplace Relationships
Principles of Interviewing
Every witness has a story.
Inside every story is both fact a...
Maximising Workplace Relationships
Investigation Nous & Knowledge
Person-Centred Approach (Carl Rogers)
Effective Communic...
Maximising Workplace Relationships
Investigator Nous & Knowledge
Emotional Intelligence
Genuineness - emotions and interac...
Maximising Workplace Relationships
Contact – opportunity to encourage non-offending change
Motivational Interviewing
Maximising Workplace Relationships
Motivational Interviewing
Express Empathy
Develop Discrepancy
Avoid Argumentation
Roll ...
Maximising Workplace Relationships
Person-Centred Approach (Carl Rogers)
Empathy
‘To sense the client’s private world as i...
Maximising Workplace Relationships
Positive Regard (Carl Rogers)
Positive regard for yourself (self-confidence, self-respe...
Maximising Workplace Relationships
Effective Communication requires
Rapport
Genuineness
Active Listening
Maximising Workplace Relationships
Communicating with the interviewee at the human level
Begins at FIRST contact
Fundament...
Maximising Workplace Relationships
Active Listening
Pay attention/concentrate
Put yourself in the interviewees shoes
Speak...
Ingredients of empathic questioning
• Be comfortable interacting with interviewee
• Understand the interviewee may be key ...
Maximising Workplace Relationships
Reciprocation
Relates to the social psychology of giving.
When someone does something f...
Maximising Workplace Relationships
Interview Regime
Free Recall (Milne & Bull, 1999)
Interview Techniques/Styles
Conversat...
Maximising Workplace Relationships
Disciplined Question Types
 OPEN Qs -
Invite narrative response
TELL ME...
EXPLAIN TO ...
Maximising Workplace Relationships
MOB: 0419 74 64 08
ADD: P.O. Box 891, Macleod 3085
EMAIL: strategicquestions@bigpond.co...
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Chris O'Connor - Strategic Questions - Interview techniques in delicate workplace situations – conducting a difficult conversation

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Chris O'Connor delivered the presentation at 2014 Workplace Bullying Conference.

The Workplace Bullying Conference 2014 focused on the effects of the legislative changes to date and on implementing practical policies and programs for bullying prevention.

For more information about the event, please visit: http://www.informa.com.au/workplacebullyingevent14

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Chris O'Connor - Strategic Questions - Interview techniques in delicate workplace situations – conducting a difficult conversation

  1. 1. Maximising Workplace Relationships MOB: 0419 74 64 08 ADD: P.O. Box 891, Macleod 3085 EMAIL: strategicquestions@bigpond.com ABN: 66106437833 Chris O’Connor Corporate Consultant/Trainer SOR Case Managers Conducting workplace bullying interviews
  2. 2. Maximising Workplace Relationships Focus of Presentation Gathering the best available information from workplace interviews
  3. 3. Maximising Workplace Relationships Investigation Nous & Knowledge Person-Centred Approach Effective Communication Interviewing Regime Elements that maximise the effectiveness of a workplace bullying investigator include:
  4. 4. Maximising Workplace Relationships Principles of Interviewing Create an environment that maximises the opportunity for the interviewee to speak the truth as he/she understands it (O’Connor, 2011)
  5. 5. Maximising Workplace Relationships Principles of Interviewing Every witness has a story. Inside every story is both fact and fiction. Draw out the fact and the fiction will stand condemned (O’Connor, 2011)
  6. 6. Maximising Workplace Relationships Investigation Nous & Knowledge Person-Centred Approach (Carl Rogers) Effective Communication Interviewing Regime Elements that maximise the effectiveness of a workplace bullying investigator include:
  7. 7. Maximising Workplace Relationships Investigator Nous & Knowledge Emotional Intelligence Genuineness - emotions and interaction with interviewee Desire to gather information Knowledge of role, procedures, policies and law
  8. 8. Maximising Workplace Relationships Contact – opportunity to encourage non-offending change Motivational Interviewing
  9. 9. Maximising Workplace Relationships Motivational Interviewing Express Empathy Develop Discrepancy Avoid Argumentation Roll with Resistance Support Self-Efficacy
  10. 10. Maximising Workplace Relationships Person-Centred Approach (Carl Rogers) Empathy ‘To sense the client’s private world as if it were your own, but without ever losing the ‘as if’ quality – this is empathy…To sense the client’s anger, fear, or confusion as if it were your own, yet without your anger, fear, or confusion getting bound up in it…’ (Rogers, l957) Simply put - Attempting to interpret the world from the other person’s perspective
  11. 11. Maximising Workplace Relationships Positive Regard (Carl Rogers) Positive regard for yourself (self-confidence, self-respect & genuineness) Positive regard for interviewee (the person not the behaviour) Interviewees view of you (you are genuine, open-minded, professional & independent)
  12. 12. Maximising Workplace Relationships Effective Communication requires Rapport Genuineness Active Listening
  13. 13. Maximising Workplace Relationships Communicating with the interviewee at the human level Begins at FIRST contact Fundamental Ingredients - Respect Trust Professional Bearing Rapport
  14. 14. Maximising Workplace Relationships Active Listening Pay attention/concentrate Put yourself in the interviewees shoes Speak only when appropriate Summarise/paraphrase Nod/audible fillers (um, ah-ah, etc.) Posture Other nonverbal cues Verbal response
  15. 15. Ingredients of empathic questioning • Be comfortable interacting with interviewee • Understand the interviewee may be key to successful information gathering • Clearly explain roles • Be ‘non judgmental’ when receiving interviewee’s positive and negative responses • Openly and respectfully challenge interviewee at appropriate time • Then clearly articulate information gathered
  16. 16. Maximising Workplace Relationships Reciprocation Relates to the social psychology of giving. When someone does something for us, we feel obliged to return the favour Lying is harder when it is directed at someone with whom we have a positive relationship!
  17. 17. Maximising Workplace Relationships Interview Regime Free Recall (Milne & Bull, 1999) Interview Techniques/Styles Conversation Management (Shepherd, 1985)
  18. 18. Maximising Workplace Relationships Disciplined Question Types  OPEN Qs - Invite narrative response TELL ME... EXPLAIN TO ME... DESCRIBE... SHOW ME or SKETCH FOR ME...  Identify themes  Probe themes Using 5W & H Who? What? When? Where? Why? How?
  19. 19. Maximising Workplace Relationships MOB: 0419 74 64 08 ADD: P.O. Box 891, Macleod 3085 EMAIL: strategicquestions@bigpond.com ABN: 66106437833 Chris O’Connor Corporate Consultant/Trainer SOR Case Managers Conducting workplace bullying interviews

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