6/1/2015. International Ethics and Leadership Training Bureau IELTB.com. Planning Opening Listening Interviewing Thinking Ending

Transcription

1 International Ethics and Leadership Training Bureau IELTB.com Planning Opening Listening Interviewing Thinking Ending Ending Thinking Interviewing Planning Opening Listening 1

2 Issues to Address Where to conduct the interview? What setting for the interview? One of two person interview? What are the legal obligation? How to Develop Rapport Some of the tools needed in going from a non-person to a person are the normal tools in any relationship. Showing respect. Using active listening skills. Having and showing interest in them and what is being stated. 2

3 How to Develop Rapport Taking all the time they needs. Being interested in what is important to them. Personalizing the interview. Rapport: matching posture and movements, matching speech, matching key words Salesmanship, rather than interrogation How do you sale something? 3

4 PERSONALITY Sincerity Sympathy Empathy 4

5 NON-VERBAL COMMUNICATIONS HI, IT IS NICE TO SEE YOU. Non-verbal Communication 5

6 Non-Verbal Communication How do we communicate? Space and Proxemics Blocking devises Gestures 6

7 The setting Space Proxemics Blocking Setting up the room for communication Setting The best for open communication Eye level contact One on one No barriers between you and the subject 7

8 NONVERBAL POLYGRAPH Leakage Environmental v. Situational Stressors How the word NO is used, what follows the word. The stall and other stress relievers. Physical symptoms of emotion (autonomic reflex) Flight or Fight Stress to action Body goes through changes to address stress 8

9 Physical symptoms of emotion (autonomic reflex) Dryness of mouth-frequent requests for water. Restlessness- frequent change in position, tapping of foot, fidgeting, gripping arms of chair, chewing fingernails, pencils or other objects Excessive sweating-particularly of hands or in armpits Unusually padded or ruddy complexionchanges in complexion Physical symptoms of emotion (autonomic reflex) Pulsation of the carotid artery Excessive swallowing-indicated by the unusual activity of the "Adam's apple". When key issues are addressed: does the individual become flushed? A disturbing feeling of tenseness and turbulence in the pit of the stomach 9

10 NONVERBAL POLYGRAPH Evasive or vague answers such as, "I am not sure what happened", or "I can't remember" or "I have forgotten" or "I don't think it could have been that much". Behaviors in Clusters Body movement: Posturing and overall body positioning. Blocking devices through body positioning. Facial expression: Shows the greatest stress reactions and yet the easiest to be mask by the person. 10

11 Behaviors in Clusters Gesturing: Does the individual use appropriate gestures at appropriate times or do the gestures lack sincerity? Hesitation: When asking questions: Does this individual hesitate when answering? Are these hesitations natural for an honest person under these circumstances? Behaviors in Clusters Eye contact: Does the person have direct eye contact or do they look away when asked pertinent questions regarding the incident? - Contact breaks, avoiding direct gaze with the interviewer's eyes - Closes eyes - Covers eyes - Interrupts contact - Studies other objects - Timing to responses 11

12 Timing is everything Shaking the head after making a statement is an issue Arms and hand movements after making a statement; gestures look like afterthought Anger after making a statement Type of inconsistency and contradiction with the gestures Timing is everything The head moves in a mechanical fashion Timing and duration of emotions; not genuine, not spontaneous Beware of a smile that doesn t seem happy Physical contact away from accuser 12

13 Probing Techniques 13

14 Conflict Resolution Summary Benefit and consequences Their story Your story Vent emotions Final resolution Step 1: Arouse interest and test receptivity You must first get the person interested in participating in the interview process. What is in it for them? Why should they talk with you? Everyone has needs and you must utilize these needs to arouse interest. 14

15 Step 2: Raise receptivity and get the other s view The next step is to get them interested and committed to communicate. The importance in getting the other person s view is critical when you are attempting to learn, rather than teach. Step 2: Raise receptivity and get the other s view (cont) You must always interview and gather information before attempting to interrogate. You want to know what they have to say and you will only get information by withholding your observations and opinions. Remember you need admissions on your path to the truth. 15

16 THE INTERVIEW/INTERROGATION ADMISSIONS VS. CONFESSIONS INTERVIEW CONFESSION ADMISSIONS 16

17 Step 2: Raise receptivity and get the other s view (cont) Do not express your opinion early in the interview process. Let the person talk and encourage open communication. Be an effective listener. Don't dominate the interview. Step 2: Raise receptivity and get the other s view (cont) Dominating and controlling are two aspects, which you can't take you must earn. Earning this will take patience and perseverance on your part. 17

18 Step 3: Present own views Only after you have gotten all the information do you give your views, observations and opinions. The true issue is power and timing is critical. Step 4: Vent emotions and resolve disagreements Watch and evaluate emotions and feelings of the individual. One of the greatest roadblocks to communication is the underlying emotional aspect of communication. 18

19 Step 4: Vent emotions and resolve disagreements True communication cannot continue until emotions are addressed and issues are resolved. Disagreements with the person can become a major roadblock to communication and they need to be addressed openly. Step 5: Work out final resolution The goal of the final resolution stage is an agreement between you and the person. Depending on the motivation and needs of the person, the final resolution may be very different. 19

20 Step 5: Work out final resolution You must be realistic and set reasonable goals. If you utilizes these steps they will develop the skills to be effective. These skills are not unique to the police profession and are used in negotiations, salesmanship, and managerial/supervision. Things to Think About Will winning at-all-cost, cost you more over the long-term than you are willing to pay. Can you find a twin-win that meets both needs? Always remember that communication is a gentle art, not forceful. 20

21 Have an open mind and be flexible You Can Be Wrong Your truth is not the only truth Have a nice day March 2012 FBI Bulletin International Ethics and Leadership Training Bureau IELTB.com 21