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2003 SSBF: Methodology Appendix FF Screen Reader version ♣
Appendix FF
Agenda for Screener Training
Telephone Interviewer Screening Training Agenda
| Module | Topic | Training Goals | Format | Trainer | Duration | Time |
|---|---|---|---|---|---|---|
| 1 | Introductions
and Objectives |
Relax the training room by introducing the Screener interviewing staff to one another and to the key project staff through a simple icebreaker activity. Briefly explain the key objectives for the next two days of training. | Group activity | Carol | 30 minutes | 9:00 -9:30 am |
| 2 | Study Purpose and Design | Introduce trainees to the purpose of the SSBF, the survey sponsor, the sample, and the study design. Mention that the study benefits small businesses; it is in the interest of respondents to participate. Briefly explain why it is important that those contacted participate; e.g. to minimize response bias. Acquaint interviewers with the new design features of the SSBF. | Lecture | John | 45 minutes | 9:30 -10:15 am |
| BREAK | 15 minutes | 10:15 - 10:30 am | ||||
| 3 | Overview of Screening Process | Discuss why we are screening, and point out that not all firms will be eligible for the survey. Acquaint trainees with the five parts of the screening process: 1) identifying an appropriate respondent, 2) gaining cooperation, 3) determining whether the location contacted is the main office or headquarters, 4) determining firm eligibility, 5) collecting information about the firm in order to mail the appropriate version of the worksheet. Define key terms. Acquaint trainees with the questions in the screening interview, and the QxQs. Explain the different company types. Explain how to handle firms with zero employees. | Lecture | Carol | 90 minutes | 10:30-12:00 pm |
| LUNCH | 30 minutes | 12:00 - 12:30 am | ||||
| 4 | Eligibility Criteria (cont.) and Identifying Appropriate Respondents | Provide trainees with more practice in applying the eligibility criteria. Help trainees understand the importance of interviewing an owner or an appropriate proxy. Discuss the qualifications of an appropriate proxy. Discuss inappropriate proxies. Explain the requirement to make three attempts to speak with the owner before accepting a proxy. | Lecture and Exercises | Bob | 30 minutes | 12:30 -1:00 pm |
| 5 | Respondent Confidentiality | Review importance of safeguarding respondent confidentiality and the interviewer's role in doing so. Review the contents of the advance materials mailed to respondents, focusing on the confidentiality statements contained in each. Practice reading the confidentiality statement in the survey introduction. Practice responding to respondent concerns about confidentiality. | Lecture and Round Robin | Carol | 30 minutes | 1:00 -1:30 pm |
| 6 | Using Survey Craft Telephone Number Management System | To acquaint trainees with the TNMS: its purpose, how it works, and how to use it effectively. To help trainees understand the importance of assigning disposition codes correctly and writing complete call notes, and to give them practice in doing both activities | Lecture/
Exercises |
Bob | 45 minutes | 1:30 - 2:15 pm |
| BREAK | 15 minutes | 2:15 - 2:30 pm | ||||
| 7 & 9 | Mock Screening Interviews
#1 &2 |
To practice the 3-attempts rule to reach the firm owner (Mocks #1a to #1c), and to familiarize trainees with the CATI version of the screening interview. | Round Robin in Call Center | Toni & Troy | 45 minutes | 2:30 - 3:15 pm |
| 8 | Gaining Cooperation - Part 1 | To introduce trainees to the techniques used to gain respondent cooperation and familiarize them with the Answers-to-Frequently-Asked-Questions Job Aid | Lecture/
Round Robin |
Bob | 45 minutes | 3:15 - 4:00 pm |
| 10 | Wrap Up Day 1 | Summarize the main points from Day 1. Review agenda for Day 2. Explain Homework for Day 1. Note earlier start time on Day 2. | Lecture | Carol | 30 minutes | 4:00 - 4:30 pm |
| Module | Topic | Training Goals | Format | Trainer | Duration | Time |
|---|---|---|---|---|---|---|
| 11 | Review of Day 1 | Summarize the main points from Day 1. Answer Trainee questions on Day 1. Review agenda for Day 2 | Lecture | Carol | 15 minutes2 | 8:30 - 8:45 am |
| 12 | Gaining Cooperation, Part 2/ Respondent Incentives | To provide trainees with additional practice in gaining respondent cooperation, and to acquaint them with the respondent incentive options and how to describe these to respondents. Interviewers will be expected to present the FAQ's and explanations of the incentives in their own words. Discuss inappropriate techniques, e.g., calling from the FRB, paying Rs to participate. | Round Robin | Bob | 60 minutes | 8:45 - 9:45 am |
| 13 | Respondent Worksheets | To familiarize trainees with the purpose and content of respondent worksheets. To give trainees practice in explaining to respondents that we will be mailing them a worksheet and calling them back to conduct the main interview. To help trainees understand how the screening interview data are used to determine which version of the respondent worksheet to mail. | Lecture/
Exercises |
Carol | 30 minutes | 9:45-10:15 am |
| BREAK | 15 minutes | 10:15-10:30 am | ||||
| 14 | Duo Mock Screening Interviews
3 & 4 |
To provide interviewers with further practice in gaining respondent cooperation, explaining the incentive options, answering respondent questions, independently administering the CATI interview and using the QxQs, explaining the worksheet mailing, and setting the appointment for the main interview. When playing the role of the respondent, each interviewer will work from a different script. | Duo Mocks in Call Center | Toni & Troy | 60 minutes | 10:30-11:30 pm |
| 15 | Question & Answer Period | To give trainees an opportunity to get any remaining questions answered. | Group Discussion | Carol | 30 minutes | 11:30 - 12:00 pm |
| Lunch | 30 minutes | 12:00-12:30pm | ||||
| 16 | Production Goals and Performance Evaluation | To inform trainees of the production goals for the study and how their performance will be evaluated. | Lecture | Bob | 30 minutes | 12:30 - 1:00 pm |
| 17 | In-class Certification Quiz/Training Evaluation | To assess the effectiveness of the training. Quiz will cover the major topics of training, including the purpose of the survey, the survey sponsor, the source of the sample, the eligibility criteria, the purpose of screening, the purpose of the worksheets, and the respondent incentive options available. | Exercise/
Discussion |
Carol | 30 minutes | 1:00 -1:30 pm |
| 18 | Wrap-up | To provide closure to the training and inform interviewers of the schedule for the Certification Mock interviews. | Discussion | Carol | 15 minutes | 1:30 -1:45 pm |
| 19 | Schedule Certification Mock Interviews with Supervisors | To certify that each interviewer has acquired the necessary knowledge and skills to effectively screen businesses for this survey. | Conversation with supervisor | Toni & Troy | 15 minutes | 1:45 - 2:00 pm |
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