Interview Skills...

1
Interview Skills...

• Tips on Communication and Visitation

2
Introduction...

• Knock before entering a residents room
• Identify yourself - give your name and reason for
  coming
• Shake hands - Be mindful of arthritic hands

3
Introduction - continued

• Choose a visitation position Position yourself
  so the resident can both hear and see you well.
• Speak clearly - This may be important if the
  resident has a hearing problem.

4
Beginning the conversation

• Start the conversation with a question that may
  be of interest to the resident.
• Try and ask open-ended questions
• If the conversation lags talk about current
  events that may be of interest.
• Dont be afraid of silence.

5
Use your listening skills

• Allow the resident time to answer question
• Dont ask a second question until they have
  answered the first one.
• Avoid pat answers such as I know how you feel
  or The same thing happened to me.

6
Listening skills - continued

• Avoid making judgments
• Focus on comments of the person and encourage
  them to continue
• Avoid controversial subjects - Dont argue, a
  person has the right to their own opinions.

7
The Hostile Resident

• Handle hostile persons with a matter of fact
  approach
• Neither agree,disagree, or reprimand
• Encourage them to sit and discuss why they are
  upset
• Dont promise to fix the problem

8
Always be honest

• Clothe your remarks with tact to avoid sounding
  brutal.
• There is nothing wrong with saying I dont
  know... but Ill find out for you.

9

• Dont make judgments
• Dont believe everything you hear
• Avoid feeling you must offer advice on every issue

10
Saying good-bye

• Be sensitive to the resident needs - you will
  know when you have stayed long enough.
• Indicate generally when you expect to return.