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Interviewing & Elicitation Techniques
The document provides insights on effective interviewing and elicitation techniques for intelligence collection, emphasizing the importance of building rapport with targets and formulating motivating questions. It discusses various strategies for communication, including the use of open-ended questions, active listening, and recognizing visual cues that suggest emotional responses. Additionally, it highlights the role of psychological insights and conversational flow in gathering information without raising concerns among the interviewees.
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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 bestthing 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 youwant 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 RelevantQuestions • 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 ©TheBusiness Intelligence Source
- 8. Influencer July 2016 ©TheBusiness Intelligence Source
- 9. Steady/Amicable July 2016 ©TheBusiness Intelligence Source
- 10. Conscientious July 2016 ©TheBusiness Intelligence Source
- 11. Re-word Questions toMotivate 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 theHints or Cues • Be patient, alert • Judge target’s emotional state July 2016 ©The Business Intelligence Source
- 13. Lay Aside Pre-ConceivedNotions • Failure to Listen – Biased expectations – Desire for self-expression – Performance anxiety July 2016 ©The Business Intelligence Source
- 14. Observe Target’s VisualResponse 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 • Conversationthat 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 • Naturalgift 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 inElicitation • 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 Knowledgeabout 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 MutualInterest • Lowers defenses, opens up conversation July 2016 ©The Business Intelligence Source
- 23. Provocative Statement • Engendersa question in response • Usually sets up another elicitation technique July 2016 ©The Business Intelligence Source
- 24. Simple Flattery • Oftencoaxes a person into conversation July 2016 ©The Business Intelligence Source
- 25. Naïve Mentality • Causesknowledgeable people to instruct July 2016 ©The Business Intelligence Source
- 26. Opposing Stand • Purposelytake the opposite stand July 2016 ©The Business Intelligence Source
- 27. Unbelieving Attitude • Denialof 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 • Positiveor negative indirect comments • Generate either defense or criticism July 2016 ©The Business Intelligence Source
- 31. Exploit the Instinctto Complain • Indirectly criticize an individual, institution or industry expert July 2016 ©The Business Intelligence Source
- 32. Bracketing Techniques • Startbroader: get narrower July 2016 ©The Business Intelligence Source
- 33. Silence July 2016 ©TheBusiness Intelligence Source
- 34. “I've learned thatpeople 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.comhttp://EllenNaylor.com http://cooperativeintelligenceblog.com Free: 6 page Win/Loss Cheat Sheets Contact Ellen Naylor