To be an effective interviewer, you must be a good listener! Witnesses, job applicants, coworkers, family members and friends know when you are not listening / paying full attention to them. This can cause a negative emotion, and it has a definite impact on how someone answers and relates to your questions / conversation. Take steps to minimize / eliminate any bad listening habits, the most important of which are described below. Engage everyone as a good listener, and place the following dos / don’ts in your interviewer’s toolbox:
- Don’t interrupt! Not only is this a rude, bad habit, but it sends a negative message that you think what you have to say is more important.
- Do not debate or argue! Not only does it prevent you from hearing what is being said, but it is a distraction away from content. Any follow up that could be construed as argumentative should be presented after a remark is completed.
- Give good eye contact! Not only does this allow you to observe a subject’s body language (which has been described in previous Newsletters), but it sends an important message that you are paying attention.
- Concentrate on what is being said! Focus on words, ideas and feelings being expressed. Empathize so that you can understand what you are being told even if you disagree.
- Ask for clarification! When you do not understand or when you need additional detail, ask for more information. Give the person sufficient time to provide their message, and when they are done speaking, inquire further.
- Don’t engage emotionally! If you get angry or show that you are distracted emotionally, you are sending a message that can be construed as losing control and not paying attention.
- Eliminate distractions and interruptions! Playing with your cell phone, watch, items on a desk, a pencil, etc. also sends a message that you are not paying attention or would rather be doing something else. If recording an interview, the recording device should not be the focus of attention since it can cause a speaker to feel self-conscious. How would you feel if you were the guy in the photo above? Taking calls, allowing external / extraneous interruptions to occur sends a similar message to the person being interviewed that what they are saying is unimportant or secondary to other things under your control.
Listening, really listening to a witness, a subject of investigation, a job applicant, a colleague, a friend / family member / acquaintance, etc. is just important as how you conduct your line of questioning and other techniques you employ to get to the truth. Be sure and watch for next month’s RNI Newsletter which will continue this discussion.
Research North, Inc. (RNI) is a professional private detective service providing support to the business community, the insurance industry and individuals in Michigan and Wisconsin since 1981. More information is available at www.researchnorth.com. The company also offers pre-employment background checks to small and medium sized businesses through www.backgroundcheckswork.com – a service that is fully staffed by experienced investigators who are retired from law enforcement.
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