Improve collection through interviewing and elicitation

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Learn how to improve your telephone interviewing skills. While many avoid the telephone at all cost, it is a great way to gain information in real-time, not digital time. What you learn is more insightful and accurate since you can usually tell when someone is lying by their tone of voice. Hard to tell in email or any form of digital media--so easily. Pick up the phone: go ahead interrupt their day.

Improve collection through interviewing and elicitation

  1. 1. Improve Your Collection Skills through Interviewing & Elicitation Ellen Naylor: +1.303.838.4545 ellen@thebisource.com www.thebisource.com http://cooperativeintelligenceblog.com http://twitter.com/EllenNaylor www.linkedin.com/in/ellennaylorcolorado SLA CID Webinar Series Get a free list of over 160 competitive intelligence books http://bit.ly/NHOCqM
  2. 2. News Reporting Isn’t What it Used to Be https://www.youtube.com/watch?v=V6DSu3IfRlo
  3. 3. “60% of all business problems stem from faulty communication.” Peter Drucker Author, management guru’s Guru, Professor 1909 - 2005
  4. 4. Interviewing Do the research first! Warm up the Call Be organized! Feb 2013 ©The Business Intelligence Source Inc
  5. 5. Planning • Formulate Relevant Questions • What’s Your Relationship with the Person? • Re-word Questions to Motivate Sharing Feb 2013 ©The Business Intelligence Source Inc
  6. 6. Cooperative Attitude Feb 2013 ©The Business Intelligence Source Inc
  7. 7. “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 Feb 2013 ©The Business Intelligence Source Inc
  8. 8. Who … are you? Feb 2013 ©The Business Intelligence Source Inc
  9. 9. Who is S/He? Feb 2013 ©The Business Intelligence Source Inc
  10. 10. Practical Motivators • Profession • Politics • Personal Issues • Personal • Predisposition • Emotional Intelligence Feb 2013 ©The Business Intelligence Source Inc
  11. 11. Dominant Feb 2013 ©The Business Intelligence Source Inc
  12. 12. Influencer Feb 2013 ©The Business Intelligence Source Inc
  13. 13. Steady/Amicable Feb 2013 ©The Business Intelligence Source Inc
  14. 14. Conscientious Feb 2013 ©The Business Intelligence Source Inc
  15. 15. Prepare YOU Feb 2013 ©The Business Intelligence Source Inc
  16. 16. Re-word Questions to Motivate Minimize Ego Threat • Start with broad/open ended questions • Hypothetical questions • Indirect questions/statements • Narrow questions Feb 2013 ©The Business Intelligence Source Inc
  17. 17. Listen for the Hints or Cues Feb 2013 ©The Business Intelligence Source Inc
  18. 18. Lay Aside Pre-Conceived Notions Feb 2013 ©The Business Intelligence Source Inc
  19. 19. Elicitation Conversation that compels people to voluntarily tell you things without you asking. Feb 2013 ©The Business Intelligence Source Inc
  20. 20. People Remember Questions . . . More than a Conversation Feb 2013 ©The Business Intelligence Source Inc
  21. 21. Elicitor Skills • Friendly • Good listener • Establish rapport • Practical psychological insight • Broad general knowledge • Good memory • Two level listener Feb 2013 ©The Business Intelligence Source Inc
  22. 22. Elicitation: “Planned Conversation” Feb 2013 ©The Business Intelligence Source Inc
  23. 23. Human Characteristics • Recognition • Show off • Curiosity • Gossip • Complain • Correcting • Emotional hazards • Aw shucks… Feb 2013 ©The Business Intelligence Source Inc
  24. 24. 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 Dec 2012 ©The Business Intelligence Source Inc
  25. 25. Expression of Mutual Interest Feb 2013 ©The Business Intelligence Source Inc
  26. 26. Simple Flattery Feb 2013 ©The Business Intelligence Source Inc
  27. 27. Quid pro Quo Feb 2013 ©The Business Intelligence Source Inc
  28. 28. Provocative Statement Feb 2013 ©The Business Intelligence Source Inc
  29. 29. Opposing Stand Feb 2013 ©The Business Intelligence Source Inc
  30. 30. Exploit the Instinct to Complain Feb 2013 ©The Business Intelligence Source Inc
  31. 31. Naïve Mentality Feb 2013 ©The Business Intelligence Source Inc
  32. 32. Unbelieving Attitude Feb 2013 ©The Business Intelligence Source Inc
  33. 33. Purposefully Erroneous Statement Feb 2013 ©The Business Intelligence Source Inc
  34. 34. Bracketing Techniques Feb 2013 ©The Business Intelligence Source Inc
  35. 35. Silence Feb 2013 ©The Business Intelligence Source Inc
  36. 36. Get a free list of over 160 competitive intelligence books http://bit.ly/NHOCqM Ellen Naylor: +1.303.838.4545 ellen@thebisource.com www.thebisource.com http://cooperativeintelligenceblog.com http://twitter.com/EllenNaylor www.linkedin.com/in/ellennaylorcolorado

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