Module 2

Module Introduction

• Focus of the module: Communication skills for intake and investigatory interviews.

• Key topics covered: Conducting interviews, listening, paraphrasing, and recognizing expressive and contained communication styles.

• Instruction provided by Professor Brecker with a focus on real-world applications of communication skills.

The Importance of Listening During Interviews

• Listening is critical for conducting investigation interviews.

• Techniques for effective listening shared by Professor Brecker:

  • Primary focus: Capturing information accurately.

  • Two types of interviews:

  • Intake interviews: Listening to identify issues.

  • Investigatory interviews: Listening to gather information about identified issues.

• Importance of identifying terminology for clarity and avoiding assumptions.

• Listening framework:

  • Spend 80% of the time listening and 20% talking (the eighty-twenty rule).

  • Use the acronym WAIT: “Why am I talking?” to focus on listening rather than thinking or speaking.

  • Visual reminders: “Seek clarity, AB 20, and WAIT.”

Examples and Scenarios

• Lee and Taylor Scenarios:

  • Lee states: "My impossible manager is giving me a poor evaluation, and I know it's because I made a mistake. Everybody else messes up on things too."

  • Taylor states: "I don't know what to do. I think my coworker is stealing."

  • Purpose: To consider individual responses and approaches to each scenario.

Paraphrasing in Interviews

• Definition: Paraphrasing is a reflective listening method aimed at gathering information during interviews.

• Importance of paraphrasing:

  • Ensures accurate capturing of information.

  • Effective for building rapport quickly.

• Steps in paraphrasing:

  1. Listen actively for understanding.

  2. Summarize received information, focusing on keywords.

  3. Confirm the emotional state of the interviewee, especially if it changes.

• Key considerations for paraphrasing:

  • Use quotes for specific words mentioned by the interviewee.

  • Recognize and state the emotional state without making assumptions.

Effective Investigation Interviews

• Effective interviews depend on the ability to listen with intention, clarity, and focus.

• Skills to cultivate:

  • Capture key information.

  • Clarify terminology used by the interviewee.

  • Maintain awareness of both content and emotional tone during interviews.

Understanding Communication Styles

• Introduction to expressive and contained communication styles.

• Purpose: Understanding these styles aids in effective information capture during investigations.

• Descriptions of styles:

  • Expressive communicators:

  • Exhibit self-expression.

  • Display strong verbal tones and physical cues.

  • Contained communicators:

  • Avoid personal expression.

  • Maintain subdued verbal tones and physical cues.

• No style is inherently better; both have characteristics that may affect interpretation and performance during interviews.

Identifying Communication Styles

• Tools for identifying styles through examples:

  • Example: A contained communicator may seem passive; an expressive communicator may come across as aggressive.

  • Stereotyping risk with each style.

• Awareness of one’s own communication style can reflect how information is presented and received.

• Adjust techniques based on interviewees' styles for effective information gathering.

Debrief Lee's Scenario

• Initial response to Lee:

  • Lee is an expressive communicator.

  • Suggested paraphrase: "You're upset. You're receiving a poor evaluation because you made a mistake. Other people make mistakes."

  • Adjusting focus to emotions when paraphrasing.

  • Noticing emotional responses: "You're livid."

  • Importance of allowing expressive employees to articulate their feelings.

  • Be cautious with interruptions; sometimes they need to be encouraged to express feelings and thoughts.

Debrief Taylor's Scenario

• Initial response to Taylor:

  • Taylor is a contained communicator.

  • Suggested paraphrase: "You think your coworker is stealing, and you're not sure what to do. It seems like you're uncomfortable talking about this."

  • Adjusting focus without assuming emotional existence; returning to emotional queries after collecting facts.

  • Using open-ended questions thoughtfully: "Tell me more about your coworker."

  • Be patient and avoid interruptions; a therapeutic pause (3 seconds) might be necessary for reflection.

Module Wrap Up

• Key lessons:

  • Seek clarity by listening 80% of the time during interviews.

  • The significance of paraphrasing to summarize discussions and identify emotional states.

  • Techniques for effectively interviewing individuals with expressive and contained communication styles, ensuring a focus on capturing accurate information throughout the interview process.