Module 5

This module focuses on probing as a means to capture critical information regarding complaints during interviews.

Probing is essential for identifying issues and gathering information effectively.
Identifying the objective of probing: to gather details related to the complaint after completing the opening of the interview.

Scenario Context: After completing the opening with Morgan, you will transition into probing for information regarding a complaint about her coworker Jesse calling her "useless".
Key Questions to Consider:
- How would you paraphrase Morgan's statement?
- What additional questions would you ask Morgan to elicit more information?

Professor Brecker emphasizes that the approach to probing should be tailored to the comfort of the interviewee.
Strategies for Probing:
- Open-ended Questions: Start with questions like "Why don't you tell me about your concerns?"
- Background Questions: Ask about employment history before delving into specifics.
- Communication Style Consideration: Assess the interviewee's style (expressive vs. contained) to guide your probing approach, ensuring not to assume a single method.
Importance of Structuring Probing:
- Organize discussion chronologically or by issues to ensure clarity and thoroughness.
- Example of structuring: "It would be helpful if you could take me back and start from the beginning."

Analogy of Peeling an Onion: Start with broad questions and gradually move towards detailed information.
Example of an open-ended prompt: "Tell me more."
List of Detail-Related Questions:
- Who, what, where, when, how, and why?
- Specific follow-up on dates, times, places, examples, and direct quotes.
Question Softening Technique:
- Shift focus to the interviewer by saying, "It would be helpful for me to know the date it happened" instead of demanding information directly.
Essential to ask how the interviewee reacted to the described incidents.

Always inquire if there are any people with relevant information (avoiding the term "witnesses").
Manage interviewee’s expectations regarding potential contact with these individuals based on the information received.
Ask for any additional relevant materials (documents, notes, electronic communications, social media, or images).
For example: "Is there any other relevant information or documents I should review?"
It’s important to confirm if there is any overlooked information that the complainant might share after the investigation process.

Ask if the interviewee took any actions in response to the situation.
Question to gauge the interviewee's suggestions for outcomes while managing expectations about what can be achieved.

Reflect on initial responses regarding the Morgan case study and evaluate them against Professor Brecker’s teaching.
Initial Approach: Professor Brecker frames her initial probing by paraphrasing what Morgan expresses, demonstrating active listening and engagement.
When receiving emotional states such as "I’m upset," note emotional responses without repeating them.
Foster a comfortable environment by allowing space for the interviewee to share without pressure.

If Morgan states, "Jesse called me useless," the interviewer should ask about specific incidents with questions like:
- "Can you tell me more about when Jesse called you useless?"
- Follow up with specific inquiries on when the statements were made, who was present, and how Morgan reacted at the moment.
Confirm if Morgan has any additional relevant information or actions taken after the incidents discussed.
Ensure the interview remains productive and focused on issues currently affecting the interviewee.

Investigating complaints, particularly from repeat complainants, requires balancing various interviewing techniques to maintain neutrality and ensure a thorough understanding of concerns.
It is vital to provide the complainant with a feeling of being heard and ensure the interviewer remains unbiased.
Use techniques such as a "parking lot" notepad to record additional concerns brought up that may not be directly relevant to the current investigation but are crucial for the complainant’s perspective.

This module provided insights into probing techniques, the importance of structuring questions, and managing expectations throughout the investigative process.
The ability to effectively probe for information is crucial for successful interviews and addressing complaints in a constructive manner.