Episode Details

During December and January we are replaying some of our most popular episodes from previous years. This is from 28th September 2019 - Why Exit Interview Stink And Seven Things To Do About It.

Summary

Exit interviews often stink. They end up being overly positive or overly negative. This week we explore seven ways to radically improve your exit interviews.

Transcript

Welcome to episode 55 of the Leadership Today podcast where each week we tackle one of today's biggest leadership challenges. This week we're looking at seven ways to radically improve exit interviews.

Exit interviews are one of those things that vary in popularity and application. Some organisations use them every time someone leaves. Other organisations may have been burned in the past or not seen the value. The idea is great - let's find out from people who are leaving the organisation why they're leaving and what we can do to make the place better for the people who still work here. We can do that using a structured interview just before they depart to whatever exciting opportunity comes next in their career.

In application though, the interviews tend to either be really positive or really negative. As a colleague of mine once wisely noted, you're never more popular or better at your job than on your last day. We tend, rightly, to celebrate those who have contributed to our organisations on the day they are finishing up. We bring together a summary of their achievements, list all the great things we love about them, and talk about how much they will be missed. Friends come to the person and question how the place will ever be the same without them. All of that primes the person to say positive things in their exit interview. It turns into a "it's not you, it's me" conversation. The exit interview may well highlight lots of positives about the organisation, but probably understates the challenges and areas for improvement.

On the other hand you have people leaving the organisation where something has gone wrong. They may be angry or frustrated. The exit interview for them is a way to be heard. In those exit interviews the tone is more "it's not me, it's you - and, by the way, I've set the stationery room alight". Those exit interviews end up highlighting a shopping list of problems and complaints, often more about that person than the organisation.

Whichever way the exit interview goes, there's a risk that what we are hearing is not accurate. It seems like a missed opportunity to improve. If only we could source more honest feedback.

Well, help has arrived. Here are seven tips for dramatically improving your exit interviews.

1. Never on the last day. It's best to conduct your exit interview as close to the time when the person tells you that they are leaving. At that point their thinking is usually clear. They will be ready to provide honest answers about why they've chosen to move on.
2. Split the conversation into two. During the first discussion you can focus on the reasons for leaving. It's helpful to schedule a second conversation that's focused on improvements. That provides the person with more time to think about suggestions for improvement rather than putting them on the spot.
   • What aspects of the role have you enjoyed the most?
   • What aspects of the role have you enjoyed the least?
3. Balance the discussion. We can tend to dive into the negatives or try to pull out too many positives. Balance the conversations with questions such as:

   • Listen Now