Overview:
When your job demands that you split your concentration between inputting information accurately into a computer while interacting with a real, live person who deserves your full attention, what do you do? This program shows you how to build rapport and put clients at ease, keep the client engaged as you input information into the computer, deliver bad news in a way that minimizes negative reactions and deal constructively with other people’s anger. In turn, you will have increased confidence in your assessments and interviews, and faster and more thorough results for your clients.
Audience:
HR Professionals
Prerequisites
None.
Course duration:
Half day
Course outline:
1. Introduction
- Benefits of interactive interviewing skills
2. Conduct the interview effectively
- Build rapport
- Helping the client to be responsive
- Keeping the client engaged
- Ensure understanding
- Balancing your attention between the client and the computer
3. Spotting potential inconsistencies or dishonesty
- Through body language, gestures and tone of voice
4. Handling negative reactions
- Recognizing signs of escalating emotions
- Statements to use
- Statements to avoid
- De-escalate and drain the emotion
- Special situations
- When the computer result doesn’t match what you know the outcome should be, based on your experience
- When to involve your supervisor
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