Interviewing & Elicitation Techniques

Business Intelligence Source
Business Intelligence SourceCEO, Author of Win Loss Analysis, Competitive Intelligence Expert. Elicitation. Speaker. Trainer.
Primary Intelligence Collection:
Interviewing & Elicitation
Ellen Naylor
Ellen@EllenNaylor.com
+1 720.480.9499
http://EllenNaylor.com
http://cooperativeintelligenceblog.com
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
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
Planning
• Formulate Relevant Questions
• Your Relationship with the Target?
• Re-word Questions to Motivate Sharing
July 2016 ©The Business Intelligence Source
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
Practical Motivators
• Profession
• Politics
• Personal Issues
• Personal
• Predisposition
• Emotional Intelligence
July 2016 ©The Business Intelligence Source
Dominant
July 2016 ©The Business Intelligence Source
Influencer
July 2016 ©The Business Intelligence Source
Steady/Amicable
July 2016 ©The Business Intelligence Source
Conscientious
July 2016 ©The Business Intelligence Source
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
Listen for the Hints or Cues
• Be patient, alert
• Judge target’s emotional state
July 2016 ©The Business Intelligence Source
Lay Aside Pre-Conceived Notions
• Failure to Listen
– Biased expectations
– Desire for self-expression
– Performance anxiety
July 2016 ©The Business Intelligence Source
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
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
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
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
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
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
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
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
Expression of Mutual Interest
• Lowers defenses, opens up conversation
July 2016 ©The Business Intelligence Source
Provocative Statement
• Engenders a question in response
• Usually sets up another elicitation technique
July 2016 ©The Business Intelligence Source
Simple Flattery
• Often coaxes a person into conversation
July 2016 ©The Business Intelligence Source
Naïve Mentality
• Causes knowledgeable people to instruct
July 2016 ©The Business Intelligence Source
Opposing Stand
• Purposely take the opposite stand
July 2016 ©The Business Intelligence Source
Unbelieving Attitude
• Denial of the obvious leads to enlightenment!
July 2016 ©The Business Intelligence Source
Quid pro Quo
• I’ll share if you’ll share
• Gesture of good faith and openness
July 2016 ©The Business Intelligence Source
Purposefully Erroneous Statement
• Deliberate false statements cause the
knowledgeable person to correct you
July 2016 ©The Business Intelligence Source
Oblique References
• Positive or negative indirect comments
• Generate either defense or criticism
July 2016 ©The Business Intelligence Source
Exploit the Instinct to Complain
• Indirectly criticize an individual, institution
or industry expert
July 2016 ©The Business Intelligence Source
Bracketing Techniques
• Start broader: get narrower
July 2016 ©The Business Intelligence Source
Silence
July 2016 ©The Business Intelligence Source
“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
Ellen Naylor +1.720.480.9499
Ellen@EllenNaylor.com http://EllenNaylor.com
http://cooperativeintelligenceblog.com
Free: 6 page Win/Loss Cheat Sheets
Contact Ellen Naylor
1 of 35

Recommended

Crucial conversations: Talking when stakes are high by
Crucial conversations: Talking when stakes are highCrucial conversations: Talking when stakes are high
Crucial conversations: Talking when stakes are highPeopleWiz Consulting
14.1K views17 slides
Critical thinking in the workplace ppt by
Critical thinking in the workplace pptCritical thinking in the workplace ppt
Critical thinking in the workplace pptSiddharthan VGJ
4.2K views10 slides
DiSC Examination of Conflict Modes by
DiSC Examination of Conflict ModesDiSC Examination of Conflict Modes
DiSC Examination of Conflict ModesMary Jane Clark
1.4K views29 slides
Coaching conversations by
Coaching conversationsCoaching conversations
Coaching conversationsWINNERS-at-WORK Pty Ltd
1.2K views44 slides
Women in Innovation | Resilience by
Women in Innovation | ResilienceWomen in Innovation | Resilience
Women in Innovation | ResilienceKTN
222 views15 slides
Qualitative Research Methods by
Qualitative Research MethodsQualitative Research Methods
Qualitative Research MethodsJukka Peltokoski
76.3K views59 slides

More Related Content

What's hot

Personal Branding by
Personal BrandingPersonal Branding
Personal BrandingSohan Khatri
8.6K views40 slides
Qualitative research designs by
Qualitative research designsQualitative research designs
Qualitative research designsYoonaIm6
419 views23 slides
Presso about DISC methodology by
Presso about DISC methodologyPresso about DISC methodology
Presso about DISC methodologyMargaryta Vykalyuk
1.8K views26 slides
Introducing Everything DiSC by
Introducing Everything DiSCIntroducing Everything DiSC
Introducing Everything DiSCRick Stamm
3.2K views74 slides
Qualitative research by
Qualitative researchQualitative research
Qualitative researchNovita Ayu Kartika S
1.4K views25 slides
Unconscious Bias Training by
Unconscious Bias TrainingUnconscious Bias Training
Unconscious Bias TrainingDr. Alexandra Reid
936 views40 slides

What's hot(20)

Personal Branding by Sohan Khatri
Personal BrandingPersonal Branding
Personal Branding
Sohan Khatri8.6K views
Qualitative research designs by YoonaIm6
Qualitative research designsQualitative research designs
Qualitative research designs
YoonaIm6419 views
Introducing Everything DiSC by Rick Stamm
Introducing Everything DiSCIntroducing Everything DiSC
Introducing Everything DiSC
Rick Stamm3.2K views
Primary and secondary sources on critical thinking by uniprint
Primary and secondary sources on critical thinkingPrimary and secondary sources on critical thinking
Primary and secondary sources on critical thinking
uniprint2.7K views
Stratechi HR & Org Strategy Presentation Template by McKinsey Alum.pdf by Stratechi.com
Stratechi HR & Org Strategy Presentation Template by McKinsey Alum.pdfStratechi HR & Org Strategy Presentation Template by McKinsey Alum.pdf
Stratechi HR & Org Strategy Presentation Template by McKinsey Alum.pdf
Stratechi.com40K views
Critical Thinking by asuarea48
Critical ThinkingCritical Thinking
Critical Thinking
asuarea483.6K views
DiSC Profile Introduction - Why Use DiSC Communication Profiling? by Mary Jane Clark
DiSC Profile Introduction - Why Use DiSC Communication Profiling?DiSC Profile Introduction - Why Use DiSC Communication Profiling?
DiSC Profile Introduction - Why Use DiSC Communication Profiling?
Mary Jane Clark4K views
Developing a Digital Crisis Communications Plan by Justin Levy
Developing a Digital Crisis Communications PlanDeveloping a Digital Crisis Communications Plan
Developing a Digital Crisis Communications Plan
Justin Levy2.1K views
Intro To Disc Behavioral Styles by Kathymuller
Intro To Disc Behavioral StylesIntro To Disc Behavioral Styles
Intro To Disc Behavioral Styles
Kathymuller5.5K views
DiSC presentation by Don Barkman
DiSC presentationDiSC presentation
DiSC presentation
Don Barkman16.6K views

Similar to Interviewing & Elicitation Techniques

How to Market Your Nonprofit's Impact to Maximize Your Fundraising ROI by
How to Market Your Nonprofit's Impact to Maximize Your Fundraising ROIHow to Market Your Nonprofit's Impact to Maximize Your Fundraising ROI
How to Market Your Nonprofit's Impact to Maximize Your Fundraising ROIHubSpot
5.2K views58 slides
SxSW Downloaded 2011 by
SxSW Downloaded 2011SxSW Downloaded 2011
SxSW Downloaded 2011OCG PR
402 views31 slides
CMHA - Career Development - James Van Doren by
CMHA - Career Development - James Van DorenCMHA - Career Development - James Van Doren
CMHA - Career Development - James Van DorenJamie Van Doren
344 views34 slides
Corporate or Non-Profit PR Career Pathways: What's the Best Fit for You? by
Corporate or Non-Profit PR Career Pathways: What's the Best Fit for You? Corporate or Non-Profit PR Career Pathways: What's the Best Fit for You?
Corporate or Non-Profit PR Career Pathways: What's the Best Fit for You? Aeris Communications
618 views30 slides
Custom scouts_making_the_ask_small_screen by
Custom  scouts_making_the_ask_small_screenCustom  scouts_making_the_ask_small_screen
Custom scouts_making_the_ask_small_screenmikalsky
112 views41 slides
Raising More Money By Asking (and Answering) Better Questions by
Raising More Money By Asking (and Answering) Better QuestionsRaising More Money By Asking (and Answering) Better Questions
Raising More Money By Asking (and Answering) Better QuestionsBloomerang
656 views42 slides

Similar to Interviewing & Elicitation Techniques(20)

How to Market Your Nonprofit's Impact to Maximize Your Fundraising ROI by HubSpot
How to Market Your Nonprofit's Impact to Maximize Your Fundraising ROIHow to Market Your Nonprofit's Impact to Maximize Your Fundraising ROI
How to Market Your Nonprofit's Impact to Maximize Your Fundraising ROI
HubSpot5.2K views
SxSW Downloaded 2011 by OCG PR
SxSW Downloaded 2011SxSW Downloaded 2011
SxSW Downloaded 2011
OCG PR402 views
CMHA - Career Development - James Van Doren by Jamie Van Doren
CMHA - Career Development - James Van DorenCMHA - Career Development - James Van Doren
CMHA - Career Development - James Van Doren
Jamie Van Doren344 views
Corporate or Non-Profit PR Career Pathways: What's the Best Fit for You? by Aeris Communications
Corporate or Non-Profit PR Career Pathways: What's the Best Fit for You? Corporate or Non-Profit PR Career Pathways: What's the Best Fit for You?
Corporate or Non-Profit PR Career Pathways: What's the Best Fit for You?
Custom scouts_making_the_ask_small_screen by mikalsky
Custom  scouts_making_the_ask_small_screenCustom  scouts_making_the_ask_small_screen
Custom scouts_making_the_ask_small_screen
mikalsky112 views
Raising More Money By Asking (and Answering) Better Questions by Bloomerang
Raising More Money By Asking (and Answering) Better QuestionsRaising More Money By Asking (and Answering) Better Questions
Raising More Money By Asking (and Answering) Better Questions
Bloomerang656 views
The Assertive Ask by Bloomerang
The Assertive AskThe Assertive Ask
The Assertive Ask
Bloomerang377 views
5 simple strategies for social media by Jean Wolfe
5 simple strategies for social media5 simple strategies for social media
5 simple strategies for social media
Jean Wolfe123 views
Beyond Engagement-Building Your Social Media Strategy by Scott Mills
Beyond Engagement-Building Your Social Media StrategyBeyond Engagement-Building Your Social Media Strategy
Beyond Engagement-Building Your Social Media Strategy
Scott Mills162 views
Alyce Lee Stansbury: Fundraising in New Normal 2012 by JamesMooreCo
Alyce Lee Stansbury: Fundraising in New Normal 2012Alyce Lee Stansbury: Fundraising in New Normal 2012
Alyce Lee Stansbury: Fundraising in New Normal 2012
JamesMooreCo396 views
#BeginAtEnd: Content Planning For Insights - Liveworld #SXSW2014 by LiveWorld
#BeginAtEnd: Content Planning For Insights - Liveworld #SXSW2014#BeginAtEnd: Content Planning For Insights - Liveworld #SXSW2014
#BeginAtEnd: Content Planning For Insights - Liveworld #SXSW2014
LiveWorld3.4K views
2.08.20 score-building-your-brand-workshop by R. Jay Olson
2.08.20 score-building-your-brand-workshop2.08.20 score-building-your-brand-workshop
2.08.20 score-building-your-brand-workshop
R. Jay Olson47 views
Why you only need 20 connections by Erik van Vulpen
Why you only need 20 connectionsWhy you only need 20 connections
Why you only need 20 connections
Erik van Vulpen311 views

Recently uploaded

BLOOM_November2023.pdf by
BLOOM_November2023.pdfBLOOM_November2023.pdf
BLOOM_November2023.pdfBalmerLawrie
46 views14 slides
Startup Fleuron presentation.pptx by
Startup Fleuron presentation.pptxStartup Fleuron presentation.pptx
Startup Fleuron presentation.pptxJView Narratives
28 views30 slides
Bridging the Gap: How SEO and CRO Work Together to Maximize User Satisfaction... by
Bridging the Gap: How SEO and CRO Work Together to Maximize User Satisfaction...Bridging the Gap: How SEO and CRO Work Together to Maximize User Satisfaction...
Bridging the Gap: How SEO and CRO Work Together to Maximize User Satisfaction...Rio Ichikawa
136 views125 slides
The Lore of Entelect by
The Lore of EntelectThe Lore of Entelect
The Lore of Entelectmike719672
29 views45 slides
London HUG - Do More With SMS For HubSpot by
London HUG - Do More With SMS For HubSpot London HUG - Do More With SMS For HubSpot
London HUG - Do More With SMS For HubSpot Whitehat Inbound Marketing Agency
6 views23 slides
Deltaplan - SEO Search by
Deltaplan - SEO SearchDeltaplan - SEO Search
Deltaplan - SEO SearchRoy Huiskes
50 views57 slides

Recently uploaded(20)

Bridging the Gap: How SEO and CRO Work Together to Maximize User Satisfaction... by Rio Ichikawa
Bridging the Gap: How SEO and CRO Work Together to Maximize User Satisfaction...Bridging the Gap: How SEO and CRO Work Together to Maximize User Satisfaction...
Bridging the Gap: How SEO and CRO Work Together to Maximize User Satisfaction...
Rio Ichikawa136 views
The Lore of Entelect by mike719672
The Lore of EntelectThe Lore of Entelect
The Lore of Entelect
mike71967229 views
Deltaplan - SEO Search by Roy Huiskes
Deltaplan - SEO SearchDeltaplan - SEO Search
Deltaplan - SEO Search
Roy Huiskes50 views
Weekly Media Update_28_11_2023.pdf by BalmerLawrie
Weekly Media Update_28_11_2023.pdfWeekly Media Update_28_11_2023.pdf
Weekly Media Update_28_11_2023.pdf
BalmerLawrie13 views
Marketing Stories 2023 - Year in Review.pdf by Digital Uncovered
Marketing Stories 2023 - Year in Review.pdfMarketing Stories 2023 - Year in Review.pdf
Marketing Stories 2023 - Year in Review.pdf
7 Crucial aspects to maintaining authenticity in modern marketing: dispelling... by Reversed Out Creative
7 Crucial aspects to maintaining authenticity in modern marketing: dispelling...7 Crucial aspects to maintaining authenticity in modern marketing: dispelling...
7 Crucial aspects to maintaining authenticity in modern marketing: dispelling...
What's new at Ahrefs [end of 2023] by Ahrefs
What's new at Ahrefs [end of 2023]What's new at Ahrefs [end of 2023]
What's new at Ahrefs [end of 2023]
Ahrefs64 views
content strategy _ seconed oponion _medical industry by jonathanhany42
content strategy _ seconed oponion _medical industrycontent strategy _ seconed oponion _medical industry
content strategy _ seconed oponion _medical industry
jonathanhany4213 views
The evolution of internet.pptx by ssuser520a351
The evolution of internet.pptxThe evolution of internet.pptx
The evolution of internet.pptx
ssuser520a3516 views
Turning Business Challenges into Testable Ideas - 29 Nov '23.pdf by VWO
Turning Business Challenges into Testable Ideas - 29 Nov '23.pdfTurning Business Challenges into Testable Ideas - 29 Nov '23.pdf
Turning Business Challenges into Testable Ideas - 29 Nov '23.pdf
VWO42 views

Interviewing & Elicitation Techniques

  • 1. Primary Intelligence Collection: Interviewing & Elicitation Ellen Naylor Ellen@EllenNaylor.com +1 720.480.9499 http://EllenNaylor.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 +1.720.480.9499 Ellen@EllenNaylor.com http://EllenNaylor.com http://cooperativeintelligenceblog.com Free: 6 page Win/Loss Cheat Sheets Contact Ellen Naylor