Phone interviews
Phone interviews serve as a flexible, alternative to in-person meetings, putting the focus on communication skills. They can be particularly useful for initial screenings or when logistical challenges such as scheduling conflicts or geographical distance come into play. They offer a streamlined approach to assessing candidates, whether through one-on-one conversations or panel discussions, and are a cost-effective solution to the recruitment process.
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Benefits and considerations of phone interviews
Benefits
- Accessibility: Phone interviews are an inclusive option for candidates unable to attend in-person meetings due to distance or scheduling conflicts, making the process more flexible.
- Reduced intimidation: Many neurodivergent candidates feel more at ease during phone interviews, allowing them to focus on showcasing their skills and knowledge without the added pressure of non-verbal communication.
- Efficiency: They save time and resources for both employers and candidates, particularly during the initial stages of recruitment.
Considerations and solutions
- Reduced personal connection: Without visual cues, it can be harder to establish rapport or assess non-verbal communication.
- Solution: Focus on clear, structured questions and active listening to evaluate the candidate’s responses effectively.
- Limited assessment scope: Phone interviews can make it challenging to assess soft skills or technical abilities thoroughly.
- Solution: Use scenario-based questions or verbal assessments tailored to the role’s requirements.
- Distractions: Both candidates and interviewers may face distractions in their respective environments.
- Solution: Encourage candidates to find a quiet, comfortable space and ensure interviewers maintain professionalism.
What phone interviews are suited for
- Attributes showcased: Focuses on assessing interpersonal and communication skills by evaluating a candidate’s ability to articulate their thoughts clearly over the phone. It can also provide a preliminary screening of values alignment.
- Roles and industries: Effective for roles like IT support technicians, customer service representatives, and sales associates, and works across industries such as technology, retail, and hospitality, where verbal clarity and empathy are critical.
Example: An IT services company conducting phone interviews for an over-the-phone IT support role might ask candidates to explain how they would walk a non-technical customer through troubleshooting a common issue, such as a slow computer or connectivity problem. These targeted questions assess the candidate’s technical knowledge, ability to simplify complex concepts, and customer service skills, providing valuable insights into their suitability for supporting users over the phone.
Conducting neuro-inclusive phone interviews
Over-the-phone interviews are a flexible and can be an efficient way to assess candidates, particularly in the early stages of recruitment. By implementing neuro-inclusive practices, employers can create a fairer and more accessible experience for all candidates, including those who are neurodivergent.
Pre-interview preparation
Neurodivergent individuals may face difficulties processing verbal information or navigating unstructured interactions over the phone. Unclear expectations can add to anxiety.
Neuro-inclusive strategies
- Neurodivergent awareness training: Ensure all facilitators and observers understand common neurodivergent characteristics and how they may present in phone interviews.
- Detailed interview information: Share clear and detailed information about the interview process, including:
- The date, time, and expected duration.
- The phone number or platform to be used.
- An agenda outlining the topics to be covered and the format of the interview.
- Contact details of a dedicated support person from the organisation to answer any questions or queries.
- Accommodations and adjustments: Encourage candidates to request any accommodations or adjustments that would support the interview, such as:
- What time of day the interview takes place.
- Additional processing time.
- Pauses between questions to allow for reflection.
- Follow-up emails for complex or scenario-based questions.
- Provide questions in advance: Sharing the questions or topics can help candidates prepare, especially for behavioural or technical questions. Allow the person to access notes during the interview.
An autistic candidate shared, “Knowing the questions beforehand lets me organise my thoughts and respond more clearly.”
Preparing the interview environment
The lack of visual cues in phone interviews can make it harder for candidates to interpret tone or pace, potentially leading to misunderstandings.
Neuro-inclusive strategies
- Structured conversations: Use a clear structure for the interview, and allow for processing time, such as:
- Explanation of the process.
- Questions grouped by topic.
- Opportunity for the candidate to ask questions at the end of each topic.
- Create a comfortable experience: Inform candidates that they can:
- Take or use notes or work samples during the interview.
- Ask for questions to be repeated or clarified.
- Minimise background noise: Ensure the interviewer conducts the interview in a quiet space to avoid distractions or confusion.
During the interview
Phone interviews rely heavily on verbal communication, which can present challenges for some candidates. To ensure understanding and support effective communication, it is important to plan for this beforehand. Candidates may find fast-paced questioning difficult to follow or struggle to articulate complex ideas without the benefit of visual aids.
Neuro-inclusive strategies
- Set a supportive tone: Begin with a friendly introduction and outline the structure of the interview. This helps candidates feel more at ease.
- Interview questions:
- Focus on specific objectives: Use structured interviews to align discussions with key role qualifications.
- Direct and clear questions: Avoid abstract or ambiguous queries, opting for straightforward questions. For example, instead of asking, “Tell me about your strengths,” ask, “What professional skills do you excel at in the workplace?”
- Concrete vs. open-ended questions: Use situational questions like, “In your last job, how did you handle challenging customers?” rather than vague ones like, “Tell me about yourself.”
- Avoid ambiguity and hypotheticals: Focus on past experiences rather than speculative scenarios. For example, instead of asking, “How would you handle a tight deadline?” ask, “Can you describe a time when you had to meet a tight deadline? How did you manage it, and what was the result?”
- Simplifying language:
- Be mindful of literal interpretations; avoid idiomatic language and jargon.
- Avoid double-barrelled questions (where multiple questions with different responses are asked at the same time) that may confuse candidates.
- Use specific prompts to guide detailed responses (e.g., “What steps did you take to mediate the situation?”).
- Allow processing time: Pause after each question to give candidates time to think and respond. Avoid interrupting or rushing their answers.
- Encourage clarification: Let candidates know it’s okay to ask for questions to be repeated or clarified.
Example: “If you need me to rephrase or clarify a question, just let me know!” - Interview checklist: Equip interviewers with a checklist to focus on performance-relevant criteria and job qualifications rather than social or behavioural characteristics. Use a robust scoring system to evaluate responses objectively.
After the interview
The post-interview period can be challenging for anyone due to uncertainties about outcomes. For neurodivergent individuals, this phase can be particularly difficult, as expectations about what happens next may not be intuitively understood. Employers can support neurodivergent candidates by being explicit and direct about the next steps. Providing clear information about timelines, outcomes, and expectations can alleviate anxiety, while transparent communication and constructive feedback can foster growth and a positive candidate experience.
Neuro-inclusive strategies
- Clear communication: Share explicit timelines for when candidates can expect to hear back, including if unsuccessful candidates will be contacted. Share information on the next steps in the recruitment process.
- Constructive feedback: Provide detailed, actionable feedback on their performance, focusing on specific strengths and areas for improvement.
Example: A candidate shared, “General feedback like ‘You did well’ doesn’t help me understand what I can improve for the future.” - Process evaluation: Regularly review the phone interview process by collecting feedback from candidates to identify areas for improvement.
Example of a neuro-inclusive phone interview
Scenario: A company is recruiting for a remote IT support role, which requires strong communication skills, technical problem-solving abilities, and a customer-focused approach. The company opts for a phone interview as an efficient way to assess candidates. To ensure the process is neuro-inclusive, they implement the following strategies.
Actions taken:
- The candidates are provided with a clear agenda and sample technical questions in advance.
- The time of the day that the interview takes place is negotiated with the candidate.
- During the interview, the interviewer asks straightforward, scenario-based questions, such as:
- “How would you guide a customer through troubleshooting a slow computer?”
- The interviewer allows pauses between questions for the candidate to process their thoughts and respond.
- The candidate is encouraged to refer to notes they prepared beforehand and to ask for clarification if needed.
Outcome: Candidates confidently demonstrates their technical knowledge and communication skills, while the structured and supportive approach ensures a fair assessment of their suitability for the role.
By integrating these neuro-inclusive strategies, over-the-phone interviews can provide a flexible and accessible platform that allows all candidates to showcase their skills and potential in a fair and supportive environment.
