Class 5 - Telephone Interviews

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During this webinar you will learn:

How to conduct telephone interviews
Key differences between over-the-phone and in-person interviews
Special considerations
Challenges
Recording telephone interviews, disclosure (different laws in different states)
Detecting deception over the phone
Exercises for developing and improving skills

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Class 5 - Telephone Interviews

  1. 1. Class 5: Telephone InterviewsDon RabonExpert Investigator, Author, Instructordwrabon@msn.com
  2. 2. IntroductionDon RabonDon Rabon, CFE, author, speaker, instructor and former investigativedirector, has more than 34 years of experience conducting training ininterviewing techniques, detecting deception and investigative disclosureanalysis. Rabon is the author of many books, including Interviewing andInterrogation 2nd Edition and Fraud Related Interviewing. Rabon isretired from the North Carolina Justice Academy, North CarolinaDepartment of Justice, where he served as Deputy Director.Joe GerardJoe Gerard is the VP of Sales & Marketing at i-Sight, a leading providerof web-based case management software for corporate investigations.He’s worked with companies like Dell, Coke, Allstate, BP and more than100 others to implement improved investigative processes that leveragebest practices and case management.
  3. 3. Telephone InterviewsLet’s start with some assessments:Are your telephone interviewing responsibilitiesprimarily directed toward:
  4. 4. 1. Gaining initial information?2. Confirming information?3. Identifying deception?4. Gaining compliance?
  5. 5. Telephone Interviews“I am new to the fraud field. (Your) presentationwas fun and enlightening. I learned so manythings that I can use in my current position. Iwas even able to use some of the techniques ona phone interview the day after the seminar.Thanks Don.”
  6. 6. Telephone InterviewsPlease note: This session is more hands onduring certain segments than any of ourprevious four sessions. There will pointswherein you will be asked to complete a task.Doing so will work to enhance that which youobtain from the session.
  7. 7. How to conduct telephone interviews
  8. 8. How to conduct telephone interviewsFirst and most importantly:Prepare for the interview ahead of time.
  9. 9. How to conduct telephone interviewsPreparation will be evident in the explicit andimplicit dynamics of the conduct of thetelephone interview.
  10. 10. How to conduct telephone interviewsPreparation will have a direct effect upon yourconfidence and subsequently the interviewprocess.
  11. 11. How to conduct telephone interviewsIn your preparation undertakings:> Write a specifically worded sentenceidentifying what you want to accomplish from theinterview.
  12. 12. How to conduct telephone interviewsPrepare a list of questions based upon yourspecified outcome for the interview.> Write two open questions that you wouldutilize.
  13. 13. How to conduct telephone interviews> Write two closed questions that you wouldutilize.
  14. 14. How to conduct telephone interviews> Write a standard tie-down question.
  15. 15. How to conduct telephone interviews> Write an inverted tie-down question.
  16. 16. How to conduct telephone interviewsSecond: Make arrangements to set aside timefor this interview. Take the necessary steps toavoid interruptions until the interview iscompleted.An interruption at a critical point may result inthat “point” never being reached again.
  17. 17. How to conduct telephone interviewsUpon making contact:IntroductionsChecking on timing
  18. 18. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!Don’t fool yourself into thinking that you canmultitask – surf the web, return emails, etc.,while you are conducting the interview.
  19. 19. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!- Attend to the verbal and vocal behaviors of theinterviewee;
  20. 20. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!-Attend to the verbal and vocal behaviors of theinterviewee;- Center on changes in their behavior.
  21. 21. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!-Attend to the verbal and vocal behaviors of theinterviewee;- Attending demonstrates respect, a willingnessto “know” and concern.
  22. 22. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!-Attend to the verbal and vocal behaviors of theinterviewee;- Silence is more than golden – it is power.
  23. 23. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!-Attend to the verbal and vocal behaviors of theinterviewee;- Reinforce with your own verbal and vocalpositive feedback:
  24. 24. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!-Attend to the verbal and vocal behaviors of theinterviewee;- Reflective Probe
  25. 25. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!-Attend to the verbal and vocal behaviors of theinterviewee;- Mirror questions to summarize, commit andmove forward.
  26. 26. How to conduct telephone interviewsThird: Give the interviewee your full andundivided attention!-Attend to the verbal and vocal behaviors of theinterviewee;- Validate: Make sure that the interviewee isaware you understand their narrative.
  27. 27. How to conduct telephone interviewsFourth: AttitudeAttitudes are:"orientations of mind, internal states that exertinfluence on overt behavior."
  28. 28. An attitude is a persons general evaluation of an:object,persons,events,products,policies,
  29. 29. How to conduct telephone interviewsFourth: AttitudeYour attitude comes through loud and clear viayour voice tone and content.
  30. 30. How to conduct telephone interviewsFourth: AttitudeSuggestions:
  31. 31. How to conduct telephone interviewsFourth: AttitudeSuggestions:Smile while you are talking to the interviewee – itcomes through;
  32. 32. How to conduct telephone interviewsFourth: AttitudeSuggestions:Smile while you are talking to the interviewee – itcomes through;Stand up while you are talking to strengthen howyou are coming across;
  33. 33. How to conduct telephone interviewsFourth: AttitudeSuggestions:Avoid: smoking, eating, drinking,chewing
  34. 34. How to conduct telephone interviewsFifth: Take notes. Identify the responses uponwhich you wish to follow-up.*Note: In your follow-ups, a good rule of thumbis to go first with an open question and thentransition to other question type options ifnecessary.
  35. 35. ItemKey differences between over-the-phone and inperson interviews
  36. 36. ItemChallenges
  37. 37. ItemRecording telephone interviews, disclosure(different laws in different states)
  38. 38. ItemDetecting deception over the phone
  39. 39. ItemDeception Template
  40. 40. DECEPTION• 01. ConcealmentProbing Questions - - >Road of DistortionElaborateMinimizeEquivocate02.
  41. 41. DECEPTION• ConcealmentProbing Questions - - >Road of DistortionElaborateMinimizeEquivocate• FalsificationTwo errors:Deception clues(symptoms)Mistake(reveals truth)
  42. 42. Salient linguistic Deception CluesIndividual is:- Less Certain – use of modifiers;- Fewer Factual Statements- Mention their own experience less often passivevoice- Use of the second person pronouns
  43. 43. Salient Deception Clues Cont..- Refer to past events less often – Historical Present;- Shorter Message Duration;- Speech errors- Response latency will increase
  44. 44. Response LatencyQuestion . . . . . AnswerQuestion . . . . . AnswerQuestion . . . . . . . . . . . . . . . AnswerSilenceVocalVerbal
  45. 45. Mistake - reveals the truth
  46. 46. The Role of Anger in Detecting linguisticindicators of deception
  47. 47. Anger is a loss of self-controlListen carefully as to what theindividual is saying when he isangry.
  48. 48. Anger is a loss of self-controlOn what element does theindividual focus their anger?
  49. 49. Listen and Note:Will “play” his strongest card
  50. 50. Repression
  51. 51. Temporal LacunaIndicates a blank space or missing element(s) withthe discourse.WhenLater onAfter thatBy and by
  52. 52. Denial or negationDeception Template
  53. 53. Stalling mechanismLet’s seeOkay nowWellOh wellUm, ah, uh
  54. 54. False SupportiveTo tell you the truthAs a matter of fact
  55. 55. Non-confirming statement
  56. 56. Performative
  57. 57. ItemExercises for developing and improving skills
  58. 58. Summary
  59. 59. QuestionsIf you have any questions, please submit them now.Thank you for taking the time to attend today’s webinar.If you have any questions about the information covered in the webinar,please contact:Joe Gerardj.gerard@i-sight.comDon Rabondwrabon@msn.com

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