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The Value of Exit Interviews
By David Hakala - HRWorld.comExit interviews with departing employees are often conducted in a perfunctory, haphazard manner. But these workers' last words can provide valuable insights into corporate culture, dysfunctions and opportunities to do better at retaining top talent. It's important to listen carefully during an exit interview; but more important is to act on the information you receive.
Pros and Cons
Some HR experts think the exit interview serves no purpose, coming far too late in the employment relationship to be useful. Regardless of your track record as a manager, however, take your exit interviews seriously and try to learn from what your employees have to say. In addition, use interviews as an opportunity to convince a valuable employee to stay.
Exit interviews provide a unique chance to get candid feedback from employees, which can be very helpful for identifying ways in which HR management could improve. Departing employees have nothing to lose by being totally honest about their reasons for leaving, their experiences with co-workers or their opinions of company policy.
One thing a leaving worker does have to worry about, however, is damaging relationships that extend beyond the term of employment. The employee may be less frank about management’s shortcomings due to fear of a bad job reference. Some staff may plan to stay in touch with former co-workers and don't want to burn bridges. Others simply don’t feel comfortable bad-mouthing the people they will leave behind.
Feedback, though illuminating, is not useful from just one exit interview. Only speaking with all departing employees will allow you to identify trends that point to chronic or systemic weaknesses in the company’s retention management. For this reason, it is important to design effective exit-interview protocols and administer them consistently.
What to Ask in Exit Interviews Exit-interview questions should yield the most information possible. They should also give departing employees the opportunity to be candid in expressing their feelings and feedback. It is important to ask the same questions in every interview and record answers in a consistent manner. Of course, many responses lead to follow-up questions that can reveal more details of what caused an employee to leave.
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