Interviewing & Elicitation Techniques

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Learn how to improve your primary collection skills especially interviewing and elicitation techniques. Presented by Ellen Naylor of Business Intelligence Source, Sep 2012 @DC SCIP meeting. @EllenNaylor www.linkedin.com/in/ellennaylorcolorado
Updated in July 2016, includes Ellen's book, "Win/Loss Analysis: How to Capture and Keep the Business You Want." http://amzn.to/297Mrxl

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Interviewing & Elicitation Techniques

  1. Primary Intelligence Collection: Interviewing & Elicitation Ellen Naylor Business Intelligence Source ellen@thebisource.com +1 303.838.4545 (USA) www.thebisource.com http://cooperativeintelligenceblog.com
  2. Interviewing “The next best thing to knowing all about your own business is to know all about the other fellow’s business.” John D. Rockefeller July 2016 ©The Business Intelligence Source
  3. Interviewing Obtain what you want from someone who probably has the answer Knows WHO you are and probably WHY you want it July 2016 ©The Business Intelligence Source
  4. Planning • Formulate Relevant Questions • Your Relationship with the Target? • Re-word Questions to Motivate Sharing July 2016 ©The Business Intelligence Source
  5. Relationship with Target • Attitude about sharing information? • What have they shared before? • Where comfortable sharing? • Why share more? • Cold Call? • What will you share? July 2016 ©The Business Intelligence Source
  6. Practical Motivators • Profession • Politics • Personal Issues • Personal • Predisposition • Emotional Intelligence July 2016 ©The Business Intelligence Source
  7. Dominant July 2016 ©The Business Intelligence Source
  8. Influencer July 2016 ©The Business Intelligence Source
  9. Steady/Amicable July 2016 ©The Business Intelligence Source
  10. Conscientious July 2016 ©The Business Intelligence Source
  11. Re-word Questions to Motivate Minimize Ego Threat 1. Start with broad/open ended questions 2. Hypothetical questions 3. Indirect questions/statements 4. Narrow questions July 2016 ©The Business Intelligence Source
  12. Listen for the Hints or Cues • Be patient, alert • Judge target’s emotional state July 2016 ©The Business Intelligence Source
  13. Lay Aside Pre-Conceived Notions • Failure to Listen – Biased expectations – Desire for self-expression – Performance anxiety July 2016 ©The Business Intelligence Source
  14. Observe Target’s Visual Response Visual cues indicate emotions – Intentional body language – Involuntary body language Involuntary Validity of response July 2016 ©The Business Intelligence Source
  15. Leakage • When words & visual cues don’t match up • When Visual cues don’t match up Change the subject Probe more deeply July 2016 ©The Business Intelligence Source
  16. Elicitation: Definition • Conversation that compels people to voluntarily tell you things without you asking • Involves planned, conversational interaction to gather the data needed. • Conversation flows without raising that person’s concern about what he told you. July 2016 ©The Business Intelligence Source
  17. Remember Questions Better • Who is s/he? • Why are they asking? • What’s in it for me to share x, y or z? • How shall I respond? • How will s/he use what I say? • How much should I share? • Or should I share at all? July 2016 ©The Business Intelligence Source
  18. Elicitor Skills • Natural gift for making friends • Good listener • Establish rapport well • Practical psychological insight • Broad general knowledge • Good memory • Two level listener July 2016 ©The Business Intelligence Source
  19. Elicitation: Planned Conversation • Your personality • Your target’s personality • Desired outcomes? • What steps to take? • Builds on what you know • The right conversational points: timely • Conversation is interesting to target • Builds on human tendencies July 2016 ©The Business Intelligence Source
  20. Human Characteristics in Elicitation • Desire to be recognized, appreciated • Curiosity, Gossip, Complain • Show off/share confidences w/other professionals • Occupational hazards: advising and teaching, • Self-effacement – downplay accomplishments • Habit to correct others • Prove someone else wrong • Over-talking when overly emotional July 2016 ©The Business Intelligence Source
  21. The Conversational Hourglass Knowledge about Target Personal, profession What’s worked before Expertise, knowledge Intended Outcome Your favorite Techniques Elements Style Pre-selected Questions about general topics Innocuous and non-threatening Stacking of Elicitation Techniques Test generalizations and presumptions about human factors in elicitation Attention on details of information being provided Pre-selected questions on other general topics Note signals from Target e.g. discomfort or comfort Pleasant and Non-confrontational Macro Topics Macro Topics Micro Topic Paraphrased from Confidential by John Nolan, p. 28 July 2016 ©The Business Intelligence Source
  22. Expression of Mutual Interest • Lowers defenses, opens up conversation July 2016 ©The Business Intelligence Source
  23. Provocative Statement • Engenders a question in response • Usually sets up another elicitation technique July 2016 ©The Business Intelligence Source
  24. Simple Flattery • Often coaxes a person into conversation July 2016 ©The Business Intelligence Source
  25. Naïve Mentality • Causes knowledgeable people to instruct July 2016 ©The Business Intelligence Source
  26. Opposing Stand • Purposely take the opposite stand July 2016 ©The Business Intelligence Source
  27. Unbelieving Attitude • Denial of the obvious leads to enlightenment! July 2016 ©The Business Intelligence Source
  28. Quid pro Quo • I’ll share if you’ll share • Gesture of good faith and openness July 2016 ©The Business Intelligence Source
  29. Purposefully Erroneous Statement • Deliberate false statements cause the knowledgeable person to correct you July 2016 ©The Business Intelligence Source
  30. Oblique References • Positive or negative indirect comments • Generate either defense or criticism July 2016 ©The Business Intelligence Source
  31. Exploit the Instinct to Complain • Indirectly criticize an individual, institution or industry expert July 2016 ©The Business Intelligence Source
  32. Bracketing Techniques • Start broader: get narrower July 2016 ©The Business Intelligence Source
  33. Silence July 2016 ©The Business Intelligence Source
  34. “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Dr. Maya Angelou July 2016 ©The Business Intelligence Source
  35. Ellen Naylor +1.303.838.4545 ellen@thebisource.com http://thebisource.com http://cooperativeintelligenceblog.com http://twitter.com/EllenNaylor www.linkedin.com/in/ellennaylorcolorado Free list of 200+ competitive intelligence books with Amazon links http://bit.ly/NHOCqM Contact Ellen Naylor

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