How to conduct an exit interview
Scott Beagrie provides practical guidance on conducting an exit interview.
Why is it important?
Exit interviews are seen as good employment practice, giving employees an opportunity for closure and employers a chance to gain valuable feedback on their organisation. If conducted properly, they represent one of the most direct routes for finding out employees' perceptions on everything, from your company culture to the staff canteen.
Information gleaned should form the basis for making improvements that help to attract and retain talent. The experience can also help strengthen the employer and company brand. "Remember that the individual should ideally become an ambassador for the company, and may potentially be a future customer, so do everything in your power to make the exit process a positive experience," says Jo Bond, managing director of career consultancy RightCoutts.
Where do I start?
As with any interview format, the key to success lies in the preparation. Make an assessment of the individual's achievements and what else they have brought to the company. Was their performance consistent across every aspect of the job? Did they frequently demonstrate initiative? And how did they get on with others?
Consult with their line manager and relevant colleagues to gain further insight, especially on why they might be leaving and how difficult they might be to replace. Compile a list of questions and areas for discussion and add to it any general points you want to raise about their perceptions of the organisation.
Ensure the employee is ready
Both sides will gain a good deal more from the exercise if the employee is also given time to prepare. Provide a form and a list of questions so they know what to expect and to help them formulate their thoughts in advance. There is an outside chance that some employees will use the interview as an opportunity to rail against managers, colleagues or the organisation. Providing a mechanism to focus their thoughts may help avoid this.
Do not disturb
Find a comfortable and quiet room. Get rid of all distractions and reduce the possibility of interruptions. Make sure you are both ready to listen and pay attention.
What skills do I need?
Employ similar skills and techniques as you would during any interview. Make the employee feel comfortable and relaxed with a few general questions about their role and responsibilities before moving on to more revealing ones, such as overall job satisfaction and their reasons for leaving. Also, be watchful for tell-tale body language and encourage them to substantiate claims with specific work situations so you can more easily put comments into context.
Some employees may be hesitant about expressing honest opinions of their immediate manager or aspects of the organisation, so ask ancillary questions. "Remember that the goal of an exit interview is to extract information," says Bond. "So it is in your interest to be objective, rather than emotional, and to ask open questions that encourage honest and considered responses, while avoiding leading and limiting questions."
Finding a replacement
It makes sense to use the interview to help you assess the kind of person that should replace the exiting employee. Ask them about the skills and characteristics they think are needed to do the job. How well does the job description match the role? What training is required? How experienced should the person be? And how well does the pay and benefits package fit the position?
"A successful exit interview will extract all the helpful messages that will assist the organisation in recruiting a replacement," Bond explains. "It can also ensure a culture of continuous improvement to achieve greater employee job satisfaction and to become an employer of choice."
Get them back
If the person leaving is a major loss to the company, it is likely you will want to leave the door open for them to return. Thank them for their co-operation in the interview and be positive about the feedback they provide. Ensure they know where to find out about future career opportunities - ie, the corporate website - and try to follow up after six months, once they've had some time or distance from the organisation.
Where can I get more info?
How to conduct an interview
How to conduct effective
meetings
How to listen
meaningfully
If you only do five things...
- Do your homework on the employee
- Ensure interviews are carried out by experienced HR staff
- Be objective and ask open questions
- Express your appreciation
- Leave the door open for them to return
Expert's view: Jo Bond on how to conduct a successful exit interview
Jo Bond is managing director of RightCoutts, a division of HR consultancy Right Management Consultants.
What common mistakes are made when conducting exit interviews?
HR departments should never delegate exit interviews to a junior, unprepared, or inexperienced member of the team. Think of the departing employee as a customer and treat them accordingly. It is imperative to ensure that both parties are well prepared and have realistic expectations of potential outcomes. Most importantly, the interviewer must always be impartial: resignation should not be seen as a personal affront and the exit interview is no time for bitter recriminations.
How should you best use the information gathered?
All feedback from exit interviews should be objectively reviewed and put into proper context. The best way to do this, and to make sure that any anomalies are accounted for, is to distil all the exit information you gather into an annual or bi-annual report. All interviews will send out messages that need to be addressed. A report will help you to prioritise those messages and take appropriate action in a timely manner.
What are your top tips for conducting an exit interview?
- Be objective. Exit interviews are only of use if you can look beyond your immediate emotional response and make practical and rational plans for the future.
- Be prepared. Nothing is more frustrating or futile than an interviewer who isn't ready, willing or able to conduct a productive
exit session. - Show your appreciation. If your organisation has benefited from the skills and dedication of the employee, the exit interview is the right time to express your appreciation for their contribution to your business.
