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Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
Interviewing & Elicitation Techniques
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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. …

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

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  • 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 Sep 2012 ©The Business Intelligence Source Inc
  • 3. Interviewing Obtain what you want from someone who probably has the answer, Who knows WHO you are and probably WHY you want it Sep 2012 ©The Business Intelligence Source Inc
  • 4. Planning • Formulate Relevant Questions • What’s Your Relationship with the Target? • Re-word Questions to Motivate Sharing Sep 2012 ©The Business Intelligence Source Inc
  • 5. Relationship with Target • Attitude about information sharing? • What have they shared before? • Where comfortable sharing? • Why share more? • Cold Call? • What will you share? Sep 2012 ©The Business Intelligence Source Inc
  • 6. Practical Motivators • Profession • Politics • Personal Issues • Personal • Predisposition • Emotional Intelligence Sep 2012 ©The Business Intelligence Source Inc
  • 7. Dominant Sep 2012 ©The Business Intelligence Source Inc
  • 8. Influencer Sep 2012 ©The Business Intelligence Source Inc
  • 9. Steady/Amicable Sep 2012 ©The Business Intelligence Source Inc
  • 10. Conscientious Sep 2012 ©The Business Intelligence Source Inc
  • 11. Re-word Questions to Motivate Minimize Ego Threat • Start with broad/open ended questions • Hypothetical questions • Indirect questions/statements • Narrow questions Sep 2012 ©The Business Intelligence Source Inc
  • 12. Listen for the Hints or Cues • Be patient, alert • Judge target’s emotional state Sep 2012 ©The Business Intelligence Source Inc
  • 13. Lay Aside Pre-Conceived Notions • Failure to Listen – Biased expectations – Desire for self-expression – Performance anxiety Sep 2012 ©The Business Intelligence Source Inc
  • 14. Observe Target’s Visual Response Visual cues indicate emotions – Intentional body language – Involuntary body language Involuntary Validity of response Sep 2012 ©The Business Intelligence Source Inc
  • 15. Leakage • When words & visual cues don’t match up • When Visual cues don’t match up Change the subject Probe more deeply Sep 2012 ©The Business Intelligence Source Inc
  • 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. Sep 2012 ©The Business Intelligence Source Inc
  • 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? Sep 2012 ©The Business Intelligence Source Inc
  • 18. Elicitor Skills • Natural gift for making friends • Good listener • Establish rapport well • Practical psychological insight • Broad general knowledge • Good memory • Two level listener Sep 2012 ©The Business Intelligence Source Inc
  • 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 Sep 2012 ©The Business Intelligence Source Inc
  • 20. Human Characteristics in Elicitation • Desire to be recognized, appreciated • Curiosity, Gossip, Complain • Show off/share confidences w/other professionals • Occupational hazards: advising, teaching, correcting challenging • Self-effacement – downplay accomplishments • Habit to correct others • Prove someone else wrong • Over-talking when overly emotional Sep 2012 ©The Business Intelligence Source Inc
  • 21. The Conversational Hourglass Customer Knowledge 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 Sep 2012 ©The Business Intelligence Source Inc
  • 22. Expression of Mutual Interest • Often lowers defenses, and opens up conversation Sep 2012 ©The Business Intelligence Source Inc
  • 23. Provocative Statement • Used to engender a question in response, and usually sets up another elicitation technique Sep 2012 ©The Business Intelligence Source Inc
  • 24. Simple Flattery Often coaxes a person into conversation Sep 2012 ©The Business Intelligence Source Inc
  • 25. Naïve Mentality • Causes knowledgeable people to instruct Sep 2012 ©The Business Intelligence Source Inc
  • 26. Opposing Stand • Purposely take the opposite stand Sep 2012 ©The Business Intelligence Source Inc
  • 27. Unbelieving Attitude Denial of the obvious leads to enlightenment! Sep 2012 ©The Business Intelligence Source Inc
  • 28. Quid pro Quo • I’ll share if you’ll share • Gesture of good faith and openness Sep 2012 ©The Business Intelligence Source Inc
  • 29. Purposefully Erroneous Statement • Deliberate false statements cause the knowledgeable person to correct you Sep 2012 ©The Business Intelligence Source Inc
  • 30. Oblique References • Comments made indirectly, in either a positive or negative light, which generate either defense or criticism Sep 2012 ©The Business Intelligence Source Inc
  • 31. Exploit the Instinct to Complain • Indirectly criticize an individual or an institution or industry expert Sep 2012 ©The Business Intelligence Source Inc
  • 32. Bracketing Techniques • Start broader, and get narrower Sep 2012 ©The Business Intelligence Source Inc
  • 33. Silence Sep 2012 ©The Business Intelligence Source Inc
  • 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 Sep 2012 ©The Business Intelligence Source Inc
  • 35. Get a free list of over 160 competitive intelligence books http://bit.ly/NHOCqM Ellen Naylor ellen@thebisource.com +1.303.838.4545 www.thebisource.com http://cooperativeintelligenceblog.com http://twitter.com/EllenNaylor www.linkedin.com/in/ellennaylorcolorado

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