If recruitment is a crucial step in the management of a human resources department, an employee’s resignation is equally as important. Replacing a competent employee could cost the organization as much as twice the amount of his or her annual salary. That’s one reason for conducting an exit interview when an employee leaves the company. But what exactly are we talking about here?
“The exit interview is the most underrated diagnostic tool in companies,” repeats Jean-François Ouellet, Certified Human Resources consultant. The HR expert sees it as an inexpensive way to collect essential information that is key to the continuous strategic improvement of the organization.
A proactive strategy
When an employee leaves voluntarily, the exit interview should be seen more as an assessment of the employer than the employee. “This is to understand what motivated the move in the first place, and to anticipate future resignations while improving HR management tools,” states Ouellet.
It is recommended to conduct the interview in a private and trusting atmosphere. That is why Ouellet advises that a neutral person, such as an external consultant, handle the interview in order for there to be real communication.
Questions to ask
“The most important issue is to determine why the employee has decided to leave his position,” says Ouellet. The person administering the questionnaire should keep in mind that the purpose of the interview is to identify gaps in staff retention within the company. It is also strongly advised to avoid any reference to the employee’s performance!
Ouellet instead recommends asking open-ended questions to get a better idea of the company’s image being conveyed. What is your new employer bringing to the table? What should be improved? What should we have been done differently to keep you? What are our strengths? Would you recommend our company to your network? This is what a manager wants to know when conducting an exit interview.
Placing priority on live communication
Internet questionnaires, in-person meeting or telephone interview: which does one choose? “On the phone or in person holds a major advantage, the possibility of receiving feedback,” says Ouellet. Too rigid, online surveys are not always capable of drawing consistent conclusions and may distort the image the company is trying to establish.
Although less popular, an interview is sometimes organized following an involuntary termination (a firing, for example). More useful for employees than employers, this practice gives the company the opportunity to conclude the job in a humanly manner. “We're then talking about an interview that helps to manage the employee’s frustration after just being dismissed,” says Ouellet.
Whatever the context, giving thanks at the end of the interview costs nothing and is always appreciated.