Tips for building rapport in investigation interviews. Check the full webinar here: http://i-sight.com/building-rapport-in-investigation-interviews/

1. Building Rapport in Investigation
Interviews
Richard Schumacher, CFE Brian Fox, CPA, MBA

2. Introduction
Richard Schumacher, CFE
Richard (Rick) Schumacher, CFE, is an established interview and
interrogation consultant. Prior to that he spent 10 years as a US Army Special
Operator in the Middle East during both Operation Iraqi Freedom and
Operation Enduring Freedom where he conducted Information Operations
and Psychological Operation campaigns with the goal of eliminating
miscommunication between Coalition Forces and native audiences.
Brian Fox, CPA, MBA
Brian Fox, CPA, MBA, is the creator of Electronic Confirmations, receiving
the first two patents granted on electronic audit confirmations. He founded
Capital Confirmation, Inc. and Confirmation.com, now used by all of the
Top 10 Banks and by more than 60,000 accountants in 100 countries.
Joe Gerard
Joe Gerard is the VP of Sales & Marketing at i-Sight, a leading provider of
web-based case management software for corporate investigations. He’s
worked with companies like Dell, Coke, Allstate, BP and more than 100
others to implement improved investigative processes that leverage best
practices and case management.

3. Agenda
• Importance of Building Rapport in Investigation
Interviews
• Effective Ways for Building Rapport
• Real World Examples of Building Rapport
• Questions

4. Poll Question 1
How would you rate your rapport-building skills at the moment?
• Excellent, I never have trouble building rapport with subjects
• Pretty good, I usually develop good rapport with subjects
• Fair, I sometimes develop good rapport with interview subjects
• Poor, I have difficulty building rapport with those I interview

5. Importance of Building Rapport in
Investigation Interviews
• Builds trust and credibility
• Enables true communication
• Helps obtain relevant information

6. Two Effective Ways to Build Rapport
• Mirroring
• Developing Shared Experiences

7. Two Effective Ways to Build Rapport
Mirroring
• Is a simple and subtle method of
shared tempo.
• Should be employed subtly, and not
overtly copying someone’s behavior
and mannerisms.
• Ability to identify with an individual’s
mental state.
• Active listening is crucial.
• Can open up potential information
flow.

8. Two Effective Ways to Build Rapport
Mirroring continued
• Seek to understand the emotive
state of each person you are going
to interview.
• Research the individual prior to
meeting with them.
- In-depth background history
including interviews with associates
and prior contacts.
- Reviewing an employment
application.
• Understand that they may be
nervous and potentially
uncooperative.

9. Two Effective Ways to Build Rapport
Shared Experiences
• Interviewer might speak about the traffic
congestion on the way into work or some
other experience that the interviewee
shares.
• This will help relax both participants and act
as a building block of communication.
• Talk about a common subject. This would
enable unrestricted, reciprocal exchange of
dialogue, wherein the interviewer reveals:
- Personal information
- Facts
- Sentiments
- Interpretations

10. Two Effective Ways to Build Rapport
Shared Experiences continued
• Interviews must understand the interviewee’s
needs and characteristics.
• Interviewers should gauge the receptiveness of
the interviewee to determine level of comfort
gained by rapport building techniques.

11. Two Effective Ways to Build Rapport
Constant Assessment and Adjustment
• Gauge the interviewee’s responses to your actions and
questions, and then make subtle adjustments to build and
maintain rapport.
• Establishing baseline rapport allows you to subtly direct the
conversation.
• Enables truthful answers from the interviewee.
• Eliminates unnecessary hurdles of distrust and emotionally
charged behavior.

12. Poll Question 2
Which do you find to be the most difficult aspect of conducting workplace
investigation interviews?
• Getting subjects to talk openly
• Determining whether subjects are being truthful
• Remaining objective during the interview
• Completing investigation interview reports
• Coming up with the right questions

13. Real World Examples of Building Rapport
Real-World Example One: Mirroring
Setting
In a primitive detention facility in northern Iraq.
Objective
To determine the organizational structure of an insurgent cell involved
in a psychological warfare campaign.
Dress
It was important to dress similar to how the insurgent prisoner was
dressed without looking like I was mimicking him. I did not wear my
uniform but wore a loose fitting shirt jeans and hiking boots. By
appearing in relaxed clothing I was more similar to the detainee and
set apart from the military personnel he had been dealing with.

14. Real World Examples of Building Rapport
Real-World Example One: Mirroring continued
How it was used
The intention of this was to create a situation where the
detainee felt like I was more similar to him and more
separate from the military.
Culturally, Iraqis are inclined to be very close while
talking. Their personal space is much less pronounced.
As I sat down with detainee, I let him lead the show.
When he leaned back I leaned back. Not abruptly, but
over the span of a few minutes I was able to ease into
a similar body language of the detainee.
The intent was to influence our conversation by creating
a team of the detainee and me whose purpose was to
fix a common problem. This is engineered to lead to a
sense of security and a more willing and honest
participant.

15. Real World Examples of Building Rapport
Real-World Example Two: Shared Experiences
Background
During the same detainee interview, where I used the mirroring
behavior technique, I also used shared experiences.
At first it might seem difficult to come up with shared
experiences between a US soldier and an Iraqi insurgent, but it
wasn’t.
How it was used
We spoke about the wish that we both had to be home. We
were able to find common ground in the need for security in
Iraq – of course we came from vastly different paths to reach
that security.

16. Real World Examples of Building Rapport
Real-World Example Two: Shared Experiences continued
How it was used continued
Finally, we were able to reach common ground on the
fact that neither of us much cared for the big shots that
had landed us in our current sorry situation. Of
course, his “big shots” were the same ones I was
targeting and was hoping to collect information on.
Through the use of seemingly unadulterated
conversation, I was able to develop a rapport with this
detainee and get him to discuss our common
enemy, our bosses. I was able to collect valuable
information regarding the nature of an ongoing
psychological warfare campaign that was aimed to
increase hostility in the region.

17. Poll Question 3
Which scenario would you find the most difficult to handle?
• The interviewee breaks into tears
• The interviewee refuses to talk
• The interviewee shows anger
• The interviewee is clearly lying

18. Real World Examples of Building Rapport
Real-World Example Three: Mirroring
Setting
A financial audit of a Fortune 500 public company.
Objective
Interview employees to gather information about the company’s
internal controls and fraud risks as part of its financial audit.
How it was used
An auditor interviewed an AR supervisor who manages the day-to-day
AR operations for the company. The auditor was sitting at the head of
the table and the AR supervisor was to his left. The auditor wanted
him to feel comfortable during the interview, but noticed that the
supervisor’s posture was very straight, his right foot out further than
his left, and his hands were on the table.

19. Real World Examples of Building Rapport
Real-World Example Three: Mirroring continued
How it was used continued
While the supervisor responded to the auditor’s general questions, the
auditor repositioned his posture similar to the supervisor, including
moving his right foot back so that the left foot was out front. As the
auditor continued to ask questions about the AR department, the
supervisor crossed his left leg over his right, and leaned forward.
After about 30 seconds, the auditor crossed his right leg over the left
one, and also leaned forward while taking notes. The auditor then
noticed that the supervisor’s palms turned slightly upward and he
appeared more relaxed. Then the auditor felt it was the right time to
ask the supervisor “What internal control problems do you have in your
department regarding cash receipts?”

20. Real World Examples of Building Rapport
Real-World Example Three: Mirroring continued
How it was used continued
He shared with the auditor that his department was
understaffed and that there were some checks and
balances not in place that should be.
Outcome
The auditor was able to gather enough information
from other employee interviews to verify this internal
control issue. In the auditor’s audit report, he
outlined the issue, his recommendation and next
steps for the audit committee.
In the auditor’s subsequent audit the following
year, the company showed that new procedures were
implemented to address this internal control issue.

21. Real World Examples of Building Rapport
Real-World Example Four: Shared Experiences
Setting
A charity administrative office.
Background
A finance committee member for a local charity noticed some
discrepancies between the bank statements and the general
ledger. The finance committee member decided to interview
the two people who were authorized to make bank deposits for
the charity.

22. Real World Examples of Building Rapport
Real-World Example Four: Shared Experiences continued
Preparing for the interview
While gathering information for each interview, the finance
member learned that the husband of one of the interviewee’s
had lost his job 9 months earlier.
How it was used
At the beginning of the interview, the finance member asked the
interviewee general questions about how long she had lived in
the area, activities her children were involved in, etc. They both
started talking about family. The finance member shared with
her that his bother had lost his job 7 months earlier and how
difficult it was watching his brother’s family go through the
stress of lost income.

23. Real World Examples of Building Rapport
Real-World Example Four: Shared Experiences continued
How it was used continued
The interviewee said she understood because her
husband had lost his job 9 months earlier.
The finance member told her the reason for the
interview, about the discrepancies, and that it was
important to figure out why because the charity
provided a much needed service to the community.
Outcome
She did confess to taking the missing funds. As a
result, she went through counseling, and set up a
payment plan to repay the funds.

24. Poll Question 4
What tools are you most interested in for developing your investigation
skills? (Choose one)
• Webinars
• Guides
• Cheat sheets
• Courses
• Infographics

25. Questions?
If 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:
Brian Fox Rick Schumacher
Brian.Fox@confirmation.com rick.schumacher@gmail.com
Joe Gerard
jgerard@i-sight.com