Guys, just to share with u all.
Source: http://www.cic.gc.ca/english/resources/tools/interview/applicant/conduct.asp
Conducting Interviews
This section contains policy, procedures and guidance used by CIC staff. It is posted on the CIC website as a courtesy to stakeholders.
The following steps should be followed when conducting interviews:
Step 1 Read the file in advance
Stay focused on why an interview is required and what is needed to make a decision
Gather any tools that need to be consulted in order to make a decision.
Step 2 Establish rapport
Greet the applicant
Put the client at ease: help them through the logistics e.g.
do they follow you?
where do they sit?
do they have special needs?
Step 3 Explain the purpose and format of the interview
Explain the officer’s role and authority
Explain how the interview will be conducted
If using an interpreter, ensure that the applicant and interpreter understand each other
Ensure that the applicant understands the officer and the process.
Step 4 Elicit information
Try to put the applicant at ease: most people will be more forthcoming if they feel relaxed
Keep vocabulary simple and sentence structure uncluttered
Avoid jargon, rephrase questions if it appears that the applicant has not understood a question
Maintain the dignity of the applicant
What to ask:
ask only what cannot be determined from the file
use the application form as a guide
be alert for inconsistencies, gaps and evasiveness. Personal questions are acceptable as long as the officer is respectful.
Step 5 Verify the client's information
Probe by asking closed questions about details that the client should be able to provide
Use closed questions in a cross-examination style
Observe the client's demeanor as they answer
Remain neutral and objective
Maintain rapport during this phase of the interview.
Step 6 Give the applicant the opportunity to refute/explain
Remember the principles of procedural fairness
Give the applicant reasonable opportunity to:
respond to the decision
clarify facts
provide new information or
question the officer's interpretation of the facts
Don't be reluctant to change a decision if the applicant presents new, relevant information
Explain any conditions of acceptance
Explain the reasons for a refusal
Explain the requirements and why the applicant does not meet them.
Step 7 Explain what happens next
If something is required of the applicant, write this down for them
Ask only for additional information/documentation if it is necessary in order to make a decision
Inform the client what will be done next
As applicable, inform the applicant that they will also receive a written explanation
Inform the applicant if humanitarian and compassionate consideration, rehabilitation, etc., will be sought
Make clear who has the authority to make the decision.
Step 8 Answer any questions
Give the client an opportunity to clarify what was said and make sure they understand
Give counseling: refer the applicant to authoritative sources
Avoid giving information you are not certain of.
