Developing my challenging skills for telephone interviews
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POSITIVE |
NEGATIVE |
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| INTERNAL
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Strengths
- Feel pretty confident that I can spot obvious examples when a client needs to be challenged in what they are saying (like when they've just misunderstood something, or when they are avoid difficult issues that have to be dealt with before they can make any progress).
- I have enough confidence with the skills I've learned already to confront clients and deal effectively (I think!) with these sorts of issues.
- I know that this an area of my interview practice that I need to improve!
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Weaknesses
- Know there are other things that I need to challenge clients on, but find these more difficult to identify and deal with. For example, I often feel as though I hit a brick wall when I'm working with a client who simply doesn't begin to understand the implications of their behaviour. Don't know where to start with that! And there must be other examples I miss.
- It's hard to make time to use the training resources that could help me with this.
- Worried about making responses that make the situation worse - by making the client angry or getting their back up.
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| EXTERNAL
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Opportunities
- There are great resources available through one of the training course I'm doing.
- My more experienced colleagues are always willing to talk things through with me when I get stuck.
- Having more time to work with clients under the guidance pilot has really helped to work more effectively with clients who have complicated problems.
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Threats
- In telephone interviews, you don't get to pick up the visual clues your client gives out. So can't see when they are feeling uncomfortable or getting angry. So have to rely on voice tone, mood swings, etc.
- Sometimes, when things get really heavy in an interview, time pressures on interviews can work against making real progress.
- Often find it difficult to ask for help from others with this part of my practice, as I'm worried others will think I'm not good enough at my job.
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LMI-Learning is being developed by the Institute for Employment Research
, University of Warwick, together with KnowNet.
Financial support has come from the Sector Skills Development Agency.
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