description of the project the consumer operated service program (cosp) will study the impact of...

Description of the ProjectDescription of the Project

The Consumer Operated Service Program (COSP) will study the impact of participating in a consumer-operated service by examining the following outcomes:

• Empowerment• Housing• Employment• Social Inclusion• Satisfaction with

Services• Costs

The Survey ProcessThe Survey Process

In order to avoid errors when collecting data: • Read questions as worded

• Do not probe directively• Do not bias answers by the way you relate to the

respondents

• Record your answers accurately• Do not assume any answers, always ask the

respondent questions directly

Preparing for the Interview (1)Preparing for the Interview (1)

• Understand Purpose of Survey

• Practice

• Reserve Interview Location

• Take Required Forms

• Take Supplies

Preparing for the Interview (2)Preparing for the Interview (2)

• Prepare Yourself

• Create a Favorable Environment

• Review Informed Consent & Confidentiality

• Explain Interview Format

First Contact (1)First Contact (1)

• Give your name and title of organization

• Provide brief summary of project

• Do not ask questions that may elicit undesired responses

• Assume respondent is willing to do interview and you are trying to find a convenient time

First Contact (2)First Contact (2)

• Ask if the respondent has any accessibility accommodation needs

• Remind the respondent about confidentiality and the informed consent procedure

• Respect the respondent’s right to say “No”

Being Culturally CompetentBeing Culturally Competent

• Disability Etiquette– Basic Guidelines– Common Courtesies– Conversation• Terminology– Words to Avoid– Preferred Terminology

Three Goals of StandardizationThree Goals of Standardization

• Each respondent is exposed to the same question experience

• All answers are recorded in the same manner

• Any differences in answers should be directly attributable to differences between respondents, not to differences in the process that produced that answer

Avoid Creating Avoid Creating Interviewer EffectsInterviewer Effects

• Do not offer your own opinion during the interview

• Do not display approval or disapproval through your tone of voice, facial expression, or side comments

• Do not discuss your own experiences with the respondent

• Do not read questions using your own words instead of those written on the questionnaire

Listening SkillsListening Skills

Good listening skills help interviewers:

• Probe for more information when necessary

• Gauge the respondent’s level of comfort or discomfort with the questions

• Hear and understand the respondent’s answer so that it is recorded correctly

Body Language Body Language &&

Non-verbal CuesNon-verbal Cues

Non-verbal cues can be conveyed through:

• Facial expressions

• Posture

• Hand and foot movements

Reading the Questions (1)Reading the Questions (1)• Read questions exactly as worded

• Read questions in the order in which they are presented in the questionnaire

• Ask every question unless there are skip instructions

• Read questions with no additions, deletions, or substitutions

Reading the Questions (2)Reading the Questions (2)• Read each question slowly at about two words

per second• Use a tone of voice that conveys assurance,

interest, and a professional manner that is neutral and non-judgmental

• Emphasize underlined words to enhance meaning• Do not read aloud anything printed in bold in the

questionnaire

Using Interviewer ProbesUsing Interviewer Probes

• Show interest

• Pause

• Repeat the question

• Repeat the reply

• Get clarification

• Ask respondent to be specific

• Ask a neutral question

As an interviewer you must:As an interviewer you must:

• Read questions with no additions, deletions, or substitutions

• Read each question at two words per second

• Use a neutral, non-judgmental, and professional tone of voice

• Emphasize underlined words

As an interviewer you must:As an interviewer you must:

• Read questions exactly as they are worded in the questionnaire

• Read question in the order in which they are presented

• Ask every question on the questionnaire

Short Feedback PhrasesShort Feedback Phrases

• I see…

• Uh-huh/Um-hmmm

• Thank you

• Thanks

Long Feedback PhrasesLong Feedback Phrases

• That’s useful/helpful information

• It’s useful to get your ideas on this

• Thanks, it’s important to get your opinion on that

• I see, that’s helpful to know

Interviewing TipsInterviewing TipsDuring an interview, keep in mind:During an interview, keep in mind:

• Read each of the responses on the response cards.

• When reading a list, repeat the question stem at least three times.

• Emphasize underlined words

• Do not read bolded text.

Recording the Recording the ResponsesResponses

Common errors made by interviewers include:

• Omitting an answer

• Recording the wrong answer code

• Circling more than one answer or entering more than one number

• Writing illegibly

• Using abbreviations that are not recognizable by the data entry staff

Taking BreaksTaking Breaks Be aware of signs that may indicate that a

break is needed:

• Fidgeting

• Non-verbal behavior that might mean the respondent is tired, restless or experiencing extreme emotion

• Need for a drink or snack so that medication can be taken

TroubleshootingTroubleshooting End an interview immediately if the

respondent is:

• Uncooperative

• Rude

• Threatening or hostile toward the interviewer

• Responding in a sexually charged manner

Interviewers should Interviewers should refrain from:refrain from:

• Touching other than to shake hands

• Using profanity

• Acting out (yelling, slamming furniture)

What about the respondent who gives What about the respondent who gives an “I don’t know” answer?an “I don’t know” answer? Consider what s/he might really mean:

The respondent...

– may not understand the question

– may be thinking about his/her answer

– doesn’t want to answer the question

– doesn’t have an opinion on the subject

When interviewing a person When interviewing a person with a hearing loss:with a hearing loss:

• Make sure the respondent always has a clear and direct view of your face while you are talking

• When communicating through interpreter, always look at the respondent, not at the interpreter

• Speak with a normal voice, neither shouting nor whispering is appropriate

When interviewing a person When interviewing a person with a visual disability:with a visual disability:

• Speak in a normal manner, unless you have learned that the person also has a hearing loss

• Read absolutely everything; do not rely on visual information

• If other people enter the room, always verbally describe what is going on and who is entering

When interviewing a person When interviewing a person with a physical disability:with a physical disability:

• Do not use insensitive language

• Do not hesitate to shake the person’s hand

• Do not express “too much sympathy” for the person

Editing the InterviewEditing the Interview

• Make sure every question has been answered

• Correct errors made in coding

• Make sure notations are clearly written in the proper place on the questionnaire

Interviewers have an Interviewers have an important jobimportant job

Remember that the quality of the data collected depends on how well you do

your job