The Staffing Doctor

Exit Interview Talking Points

by Daniel Abramson

Q Jeremy from Northern Virginia, who would like to put exit interviews into place at his four-store chain, gets some more feedback on what questions to ask during the interview.

A After asking some basic "how" and "why" questions, try to get all the detailed information you're looking for while keeping the discussion friendly.

KEEP THE CONVERSATION OPEN AND RECEPTIVE

Use these techniques to keep the discussion flowing:

■ To avoid argumentative answers, use questions like, "What could management do to improve…" rather than "How badly did Jane Smith…"

■ If the employee challenges you or throws you off balance, buy some time before responding by saying, "I appreciate your honesty,______. Tell me a little more about what you mean."

■ Stay calm. If the exiting employee starts to get too emotional or confrontational, say:"______, you obviously feel very strongly about this, but I'd like to ask you to take a moment now and think about some specific actions we could take to improve it in the future."

COVER ALL THE BASES

Make sure you get all the information you're seeking by asking questions such as:

1. Where will you be working next?
2. How will your new duties and responsibilities be different?
3. (If not already answered) Why did you decide to leave?
4. How do you feel about…

■ Your supervisors (be specific) and coworkers?

■ The training you received?

■ Your job duties and goals—did you understand what was expected of you?

■ The career path that was offered to you here?

■ The level of recognition you received for your accomplishments?

■ The compensation and the incentives?

■ The feedback you received from management about how you were doing and where you stood?

■ The company's policies and procedures?

■ The company's technical standards?

■ The level of cooperation between departments?

■ The working conditions and professional environment?

■ How well your skills and talents were utilized?

■ Your ability to express your concerns and get them addressed?

CLOSE THE INTERVIEW

Put a cap on the process by asking this final question:

"_________, aside from giving you a lot more money, what is the most important thing we could have done to keep you?"

Voluntary employee turnover problems most often boil down to communication issues with management. Since exit interviews address that problem head-on, they may occasionally prompt an exiting employee to reconsider her decision. Be watchful for the signs and be prepared to respond accordingly. EB

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If you have a question you'd like to have answered in The Staffing Doctor, send it to Daniel Abramson. Email: Daniel@staffdynamics.biz. An archive of past The Staffing Doctor columns can be found on the Eyecare Business website at www.eyecarebusiness.com.