A Study of Language and Communication Between Advisers and Claimants in Work Focused Interviews

The primary aim of the study was to identify those techniques and styles used by advisers during Work Focused Interviews (WFIs) that were most effective in moving people closer to work, and to make recommendations concerning effective practice in WFIs. The findings highlight the importance of an interview style that is collaborative, directive, pro-active, positive and challenging. This report presents the findings of an in-depth qualitative study - carried out by the Social Policy Research Unit and the Centre for Advanced Studies in Language & Communication at the University of York - of WFIs between Personal Advisers and claimants in Jobcentre Plus offices, and a comparison with WFIs in private sector Employment Zone (EZ) offices. Over 180 scheduled WFIs were (mostly video) recorded in Jobcentre Plus and EZ offices in four areas of the country, involving three claimant groups, those claiming Jobseeker's Allowance, incapacity benefits and Income Support for lone parents.