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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
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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
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Preparing for the Interview (1)Preparing for the Interview (1)
• Understand Purpose of Survey
• Practice
• Reserve Interview Location
• Take Required Forms
• Take Supplies
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Preparing for the Interview (2)Preparing for the Interview (2)
• Prepare Yourself
• Create a Favorable Environment
• Review Informed Consent & Confidentiality
• Explain Interview Format
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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
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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”
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Being Culturally CompetentBeing Culturally Competent
• Disability Etiquette– Basic Guidelines– Common Courtesies– Conversation• Terminology– Words to Avoid– Preferred Terminology
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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
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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
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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
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Body Language Body Language &&
Non-verbal CuesNon-verbal Cues
Non-verbal cues can be conveyed through:
• Facial expressions
• Posture
• Hand and foot movements
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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
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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
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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
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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
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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
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Short Feedback PhrasesShort Feedback Phrases
• I see…
• Uh-huh/Um-hmmm
• Thank you
• Thanks
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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
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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.
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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
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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
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TroubleshootingTroubleshooting End an interview immediately if the
respondent is:
• Uncooperative
• Rude
• Threatening or hostile toward the interviewer
• Responding in a sexually charged manner
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Interviewers should Interviewers should refrain from:refrain from:
• Touching other than to shake hands
• Using profanity
• Acting out (yelling, slamming furniture)
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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
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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
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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
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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
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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
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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