Doing effective telephone reference checks

Due to the popularity of the "name, rank and employee number" approach to reference requests, it is often challenging to uncover useful, in-depth information about a job applicant during telephone reference checks. However, it is by no means impossible! With practice and persistence, you can greatly increase the quantity and quality of information obtained in conversations with reference sources achieving the following objectives:

1. Establish rapport with reference contacts;
2. Minimize potential opposition to your inquiries;
3. Obtain relevant detailed information about the applicant; and

4. Be able to follow-up with the source as needed.
   

On your next reference-checking mission, use the following tips:

1. Create a powerful script. Do not "wing it" when calling references. Develop a set of questions and comments that will enable you to get the most out of the conversation. Use your reference check script for every reference check to build skill and consistency.

2. Open the door for effective communication in the first sixty seconds. When contacting a reference, your initial goal is to make a positive connection and set the stage for a candid conversation. Identity yourself by name and position. Share general information about your company and the specific opening there for which the applicant is being considered. Let the reference contact know that you have the applicant's permission to call, assuming that is the case. After sharing this introductory information making a complementary statement about the source, such as "Betty made favorable comments about your guidance and supervision during her interviews with us," may predispose the source to sharing full and frank feedback with you.

3. Avoid the "R" word. The mere mention of the word "reference," particularly in the initial stage of a reference check call, may arouse worries about defamation and other legal claims in the mind of the person you have contacted. So, you should set the stage for cooperation. Explain the purpose for the call, and the potential benefits of sharing candid information, by taking a future focus. For instance, stating that "an important reason for my call is to gain information that will help us most effectively supervise Richard in the event that we hire him" emphasizes the developmental benefit of answering your question fully.

4. Ask the right questions, in the right order. After establishing rapport with the source, climb the ladder of reference inquiries to gain a thorough understanding of the applicant's employment history, qualifications, job performance, and past problems on the job. Start by asking the most innocuous and easily answered questions first, including confirmation of dates of employment, positions held and salary history. Next, move up the ladder of inquiring to gather information about the applicant's job duties, performance, work habits and his or her suitability for the open position at your company. Finally, inquire about the most sensitive topics including reasons for leaving, and incidents of misconduct or dangerous behaviors. This three-tiered approach to questioning usually leads to at least partial cooperation from reference sources, by saving the toughest topics for last.

5. Ask open-ended questions, and give prompters. Questions about the applicant that begin with the words "what," "how," or "why" invite detailed responses. Other phrases that encourage full and specific answers disclosure begin with phrases such as " Give me an example of the applicant's ability to..." or "Describe a time when the applicant..." Follow up question or statements such as "Can you elaborate on that?" or "That's interesting. Please tell me more about that," prompt the source to give more details.

6. Listen carefully for vocal clues. Many reference sources who are reluctant to share negative information will often tip off reference checkers to potential problems with the same applicant through a variety of signals. Is the source's tone of voice guarded? Does he or she sound cautious or reluctant to answer even basic fact verification question? Reference checkers should also be on the alert for unusually long pauses, throat-clearing, or "ums" and "ahs" that may indicate hesitancy to give candid information, particularly if these occur in response to a sensitive question.

7. Dig deep when you get shallow responses. When a reference source gives an answer that is vague, carefully rehearsed, or inconsistent, probe for more useful information. In such situations, politely ask for more details, with remarks such as "I am not sure I understood what you meant when you said...; can you clarify that for me?" Another technique that may help you discover the truth about the applicant when you are being stonewalled is to ask very direct questions that require a "yes" or "no" response. For example, ask "Was Pat fired?" or "Was Chris ever disciplined for poor performance or misconduct while employed at your company?" these questions forcefully probe non-answers about an applicant's reasons for leaving a prior job, or his or her performance and conduct with the previous employer.

8. Be prepared for reluctant references. While the above techniques will increase your overall success in obtaining useful information during reference checks, you will undoubtedly still encounter stiff resistance from some reference sources. When this occurs, offer to fax the source a copy of the reference authorization signed by the applicant. (This will be particularly helpful if your reference authorization form includes a waiver of liability that protects anyone who provides a reference about the applicant.) You can also explain that the applicant will not be hired without satisfactory information about the applicant's performance in past jobs, which is an effective way to encourage sources having positive information about the applicant to go ahead and do the right thing. Additionally, you can inquire as to whether the source's unwillingness to share information about the applicant is an indication of problems with the applicant. If all else fails, contact a different source at the same organization - such as a higher level manager, another supervisor, or even a colleague - who worked differently with the applicant. It is very possible that a different source in the same organization will be willing to give you the information you seek.

9. When closing a call, leave the door open to get more information. At the end of your reference check discussions, thank the sources for his or her time. Ask for permission to contact the source again if you have additional questions. Finally, ask if the source knows of any other people inside or outside the source's organization that would have knowledge of the applicant's background job performance or others matters relevant to the applicant's suitability to work at your organization.

10. Use good form in documenting calls. All telephone reference checks attempts and calls should be documented using a standardized form. This form can be developed internally, or can be obtained from specialists.

EMPS also offers a full range of pre-employment screening checks. Go to their on-line screening portal: www.emps.co.za/empsreferencecheck/. Registration is free.