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	<title>Interview Strategies Archives - Wicklander-Zulawski</title>
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	<title>Interview Strategies Archives - Wicklander-Zulawski</title>
	<link>https://www.w-z.com/category/wz-interviewing-tips/</link>
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		<title>Investigating Gender-Based Crimes</title>
		<link>https://www.w-z.com/2024/02/01/investigating-gender-based-crimes/</link>
					<comments>https://www.w-z.com/2024/02/01/investigating-gender-based-crimes/#respond</comments>
		
		<dc:creator><![CDATA[Wicklander-Zulawski]]></dc:creator>
		<pubDate>Thu, 01 Feb 2024 16:20:19 +0000</pubDate>
				<category><![CDATA[Interview Strategies]]></category>
		<category><![CDATA[empathy]]></category>
		<category><![CDATA[trauma informed]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=12303</guid>

					<description><![CDATA[<p>The integration of empathy into trauma-informed interviewing techniques is instrumental in creating an environment where survivors feel safe, validated, and empowered to share their stories.</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2024/02/01/investigating-gender-based-crimes/">Investigating Gender-Based Crimes</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
]]></description>
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<p>Gender-based crimes, such as <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10500614">intimate partner violence</a>, are unfortunately prevalent and have devastating consequences for individuals and society as a whole. These crimes can lead to severe physical, psychological, and/or sexual trauma, affecting the well-being and safety of the survivors. Research has shown that both men and women experience physical violence from partners, highlighting the widespread nature of these incidents. The negative consequences of IPV, including increased stress and severe depression, underscore the urgent need for effective interventions and support systems for survivors.</p>



<p>Furthermore, <a href="https://www.thepittpulse.org/empathy-objectification-and-gender-based-violence">societal victim-blaming attitudes</a> contribute to the stigmatization of survivors, further exacerbating their suffering. This victim-blaming culture often places the burden and responsibility on the survivors rather than holding the perpetrators accountable for their actions. As a result, survivors may feel isolated, ashamed, and reluctant to seek help, hindering their recovery and access to justice. It is crucial to address these societal attitudes and shift the focus towards supporting and empowering survivors. This especially applies to those who conduct interviews regarding gender-based crimes. </p>



<h4 class="wp-block-heading"><strong>The Societal and Cultural Component</strong></h4>



<p>Cultural attitudes about beauty and sexuality often include a degree of objectification, most often directed towards women. Objectified individuals are often perceived as less moral, less intelligent, and less human, leading to diminished empathy and understanding of their experiences.</p>



<p>For instance, according to <a href="https://medienportal.univie.ac.at/media/aktuelle-pressemeldungen/detailansicht/artikel/clothes-make-the-woman-less-empathy-towards-women-showing-more-skin/">a study conducted by the University of Vienna</a>, participants were shown videos to simulate social exclusion and objectification. The results revealed decreased empathy for objectified women compared to personalized women, highlighting the impact of objectification on empathy levels and its association with gender-based violence.</p>



<p>An additional study published in the Journal of Social Issues found that individuals exposed to objectifying media content demonstrated lower levels of empathy towards individuals depicted in such media, leading to a higher tolerance for gender-based violence. This highlights the way that continued exposure to objectifying content can erode the ability to provide appropriate compassion for the victims of gender-based crimes.</p>



<p>This lack of empathy is seen in the way that victims of sexual assault are asked to account for how they could have changed their behavior to avoid the incident, from their choice of clothing to their alcohol consumption and beyond. In the interview room, a similar lapse in empathy can lead an interviewer to engage in behavior that can alienate their subject, or worse, retraumatize them.</p>



<h4 class="wp-block-heading"><strong>The Role of Empathy in Building Trust and Rapport</strong></h4>



<p>The <a href="https://www.ou.edu/web/news_events/articles/news_2015/study-of-human-flouring">Institute for the Study of Human Flourishing at the University of Oklahoma</a> conducted a study that demonstrated the positive impact of empathy on building trust and rapport with survivors of gender-based crimes. The study highlighted how empathetic interactions fostered a sense of safety and understanding, leading to more cooperative and open communication during the investigative process.</p>



<p>When law enforcement and other professionals approach survivors with empathy, it validates their experiences and creates a safe environment for them to share their stories. This empathetic approach helps survivors feel heard and understood, which is essential in building the necessary rapport for effective communication and cooperation during the investigation process. By acknowledging the emotions and experiences of survivors, empathy forms the foundation for a supportive and respectful investigative environment, leading to more successful outcomes.</p>



<p>Additionally, empathy is instrumental in mitigating the potential dangers associated with survivors recalling traumatic events during interviews. The act of recall can often cause a victim to freshly experience the emotional pain of their memory. Empathy and an understanding of trauma’s effect on memory and the brain form the core of trauma-informed interviewing.</p>



<h4 class="wp-block-heading"><strong>Trauma-Informed Interviewing Techniques</strong></h4>



<p>When it comes to investigating gender-based crimes, trauma-informed interviewing techniques play a crucial role in ensuring that survivors are approached in a way that can facilitate recall without causing additional distress. These techniques prioritize the emotional well-being of survivors throughout the investigation process, acknowledging the potential impact of trauma on their ability to recount their experiences. By creating a safe and supportive environment, trauma-informed interviewing techniques aim to minimize the risk of re-traumatization during the investigative process, thereby fostering trust and rapport between the survivor and the investigator.</p>



<p>The integration of empathy into trauma-informed interviewing techniques is instrumental in creating an environment where survivors feel safe, validated, and empowered to share their stories. Here it is important to understand the difference between empathy and sympathy, as they may at first appear similar but will have different levels of effectiveness during an IPV investigation.</p>



<p>Sympathy is the ability to feel sorry for someone else but without the additional element of validating how they themselves feel. Approaching a traumatized subject with sympathy places them at a distance from you, and can still lead to lines of questioning that blame or belittle them. Empathy is a stronger response and must be genuinely felt.</p>



<p>To ensure that investigators are well-equipped to employ trauma-informed interviewing techniques effectively, comprehensive training is imperative. Organizations like Wicklander-Zulawski &amp; Associates offer valuable training programs that emphasize the significance of <a href="https://www.w-z.com/trauma-informed-interviewing/">trauma-informed interview approaches</a>. These programs not only provide practical guidance on trauma-informed approaches but also underscore the importance of empathy in building trust and rapport with survivors of gender-based crimes. Through such training, investigators can refine their skills in conducting interviews that prioritize the emotional well-being of survivors, ultimately contributing to more effective and empathetic investigations.</p>



<p>A study published in the Journal of Interpersonal Violence highlighted the<a href="https://journals.sagepub.com/doi/10.1177/08862605231207619"> positive outcomes</a> of trauma-informed interviewing techniques in gender-based crime investigations. The study revealed that survivors who were interviewed using trauma-informed approaches reported feeling more supported, understood, and empowered, leading to a higher level of cooperation and trust in the investigative process. This underscores the significance of empathy in trauma-informed interviewing techniques and its profound impact on survivors&#8217; experiences during investigations.</p>



<h4 class="wp-block-heading"><strong>Conclusion</strong></h4>



<p>Empathy is a crucial element in the investigation of gender-based crimes, encompassing its significant role in building trust and rapport with survivors and contributing to the gathering of accurate information. Organizations and investigators need to prioritize empathy and trauma-informed interviewing techniques to support survivors and ensure the pursuit of justice.</p>



<p>Gender-based crimes can be among the hardest for any investigator to deal with. They must be handled with care. The utilization of rapport-based investigation practices, and taking the time to become a trauma-informed interviewer, can help a practitioner guide a victim through a recollection of their events that is complete and truthful without causing emotional or psychological harm.</p>



<h6 class="wp-block-heading"><strong>Interested in learning more? WZ will be in attendance at the EVAWI International Conference on Sexual Assault, Domestic Violence, and the Cycle of Justice on April 1-3 in San Diego, CA. <a href="https://web.cvent.com/event/b6f982b2-92c3-4177-8991-1082d74f67b3/summary">Find out more and register here.</a></strong></h6>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2024/02/01/investigating-gender-based-crimes/">Investigating Gender-Based Crimes</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>Building Rapport During an Investigative Interview</title>
		<link>https://www.w-z.com/2023/04/24/building-rapport-during-an-investigative-interview/</link>
					<comments>https://www.w-z.com/2023/04/24/building-rapport-during-an-investigative-interview/#respond</comments>
		
		<dc:creator><![CDATA[Amanda Weaver, CFI, PHR]]></dc:creator>
		<pubDate>Mon, 24 Apr 2023 16:00:00 +0000</pubDate>
				<category><![CDATA[Interview Strategies]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=11818</guid>

					<description><![CDATA[<p>Research offers practitioners effective communication methods to gather information. One such example is rapport building. Many studies have demonstrated the positive effect of building rapport on outcomes such as interviewee cooperation and information disclosure. Because an interviewer depends on the interviewee&#8217;s willingness to cooperate, evidence-based interviewing techniques are essential in creating a connection. In conjunction with maintenance, rapport building offers a path toward more successful interactions. Whether in the workplace or field, an interviewer&#8217;s techniques can impact credibility, reputation, and morale positively or negatively. Rapport plays a role in different contexts, such as the workplace and social settings. It&#8217;s&#160;the basis of all communication and a critical element of successful communication; therefore, it is essential even in conflict resolution settings. When mediating or resolving conflict, some basic principles include establishing a positive, trusting, and productive relationship between conflicting parties. Rapport, by design, incorporates those principles by building trust, promoting autonomy, improving communication, fostering collaboration, and creating positive outcomes. You may be familiar with the phrase, ‘People like people who are like them.&#8217; This mode of expression is an example of Similarity Bias1 or the &#8216;birds of a feather&#8217; effect. This bias refers to the tendency of people to prefer and be...</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2023/04/24/building-rapport-during-an-investigative-interview/">Building Rapport During an Investigative Interview</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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										<content:encoded><![CDATA[
<p>Research offers practitioners effective communication methods to gather information. One such example is rapport building. Many studies have demonstrated the positive effect of building rapport on outcomes such as interviewee cooperation and information disclosure.</p>



<p>Because an interviewer depends on the interviewee&#8217;s willingness to cooperate, evidence-based interviewing techniques are essential in creating a connection. In conjunction with maintenance, rapport building offers a path toward more successful interactions. Whether in the workplace or field, an interviewer&#8217;s techniques can impact credibility, reputation, and morale positively or negatively.</p>



<p>Rapport plays a role in different contexts, such as the workplace and social settings. It&#8217;s<strong>&nbsp;</strong>the basis of all communication and a critical element of successful communication; therefore, it is essential even in conflict resolution settings.</p>



<p>When mediating or resolving conflict, some basic principles include establishing a positive, trusting, and productive relationship between conflicting parties. Rapport, by design, incorporates those principles by building trust, promoting autonomy, improving communication, fostering collaboration, and creating positive outcomes.</p>



<p>You may be familiar with the phrase, ‘People like people who are like them.&#8217; This mode of expression is an example of Similarity Bias<sup>1</sup> or the &#8216;birds of a feather&#8217; effect. This bias refers to the tendency of people to prefer and be attracted to others who share similar characteristics, such as beliefs, values, interests, backgrounds, and demographic factors. Having this knowledge, it stands to reason that building rapport with other parties increases your chances of finding a way to resolve conflict.</p>



<h5 class="wp-block-heading">TRANSLATING RESEARCH TO PRACTICE</h5>



<h6 class="wp-block-heading"><strong>Build Trust</strong></h6>



<p>Rapport helps to&nbsp;build trust&nbsp;between conflicting parties. When individuals feel comfortable and connected, they are more likely to be open and honest about their perspectives, needs, and concerns. This openness can bridge the gap between conflicting parties and pave the way for a more productive dialogue.</p>



<p>When we build trust and encourage mutual attention, involvement is depicted by the simple idea that my focused attention on you makes you feel involved in the interaction and vice versa. An essential component of rapport is when we both simultaneously attend to one another and feel engaged in the exchange.</p>



<h6 class="wp-block-heading"><strong>Create a Safe Space</strong></h6>



<p>When rapport is established, individuals feel more comfortable and safe sharing their thoughts and emotions. This can be characterized by all parties engaged in the interaction having positive attitudes toward one another. Signs of acceptance, such as nonverbal behaviors, can signal mutual positivity. In a conflict situation, creating a safe space for individuals to express their views without fear of judgment or retribution can be crucial to resolving the conflict.</p>



<h6 class="wp-block-heading"><strong>Foster Empathy</strong></h6>



<p>Rapport can help to&nbsp;foster empathy&nbsp;between conflicting parties. When individuals feel connected to one another, they are more likely to understand and appreciate the other person&#8217;s perspective. This empathy can help to de-escalate the conflict and create a more collaborative and solution-focused environment.</p>



<h6 class="wp-block-heading"><strong>Encourage Cooperation</strong></h6>



<p>Rapport can encourage individuals to&nbsp;work together&nbsp;towards a common goal. When individuals feel connected to one another, they are more likely to be willing to compromise and find mutually beneficial solutions to the conflict.</p>



<p>Working together can also be described as the feeling of being &#8216;in sync&#8217; or aligned with the other parties involved in the interaction. Rapport-related coordination includes smooth turn-taking in conversation, in which the listener acknowledges understanding, agreement, or attention with a forward lean, head nods, and brief encouragers. This type of active listening is active in everyday social encounters but is quite subtle. The powerful effects of active listening result in greater rapport building and maintenance in the interaction.</p>



<h6 class="wp-block-heading"><strong>Find Common Ground</strong></h6>



<p>Rapport can help individuals to find&nbsp;common ground and identify shared goals and interests. By focusing on what they have in common rather than their differences, conflicting parties can find a way to move toward a resolution.</p>



<p>When people are motivated to create an affiliation with others, they automatically and unconsciously increase their active listening. When people actively listen to one another, their communication becomes a choreographed dance. To the extent that the communications are synchronized, we feel more rapport, increasing our trust in those we communicate with. Such rapport-based trust is instrumental during conflict resolution.</p>



<p>Building rapport between conflicting parties helps create a more positive and collaborative environment, leading to a more successful conflict resolution.</p>



<h5 class="wp-block-heading"><a href="https://www.w-z.com/webinars/"><strong>NEED MORE PRACTICE WITH RAPPORT BUILDING, EMPATHY, AND CONFLICT RESOLUTION? CONSIDER A CUSTOM WEBINAR SERIES FOR YOUR TEAM OR ORGANIZATION!</strong></a></h5>



<p><sup>1 </sup>Tarallo, Mark (2020, March 31) <a href="https://www.shrm.org/ResourcesAndTools/hr-topics/organizational-and-employee-development/Pages/self-aware-managers.aspx" target="_blank" rel="noreferrer noopener">How Managers Can Overcome Their Personal Biases</a></p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2023/04/24/building-rapport-during-an-investigative-interview/">Building Rapport During an Investigative Interview</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>The Importance of Planning and Preparation</title>
		<link>https://www.w-z.com/2023/03/23/planning-and-preparation/</link>
					<comments>https://www.w-z.com/2023/03/23/planning-and-preparation/#respond</comments>
		
		<dc:creator><![CDATA[Chris Norris CFI]]></dc:creator>
		<pubDate>Thu, 23 Mar 2023 14:50:16 +0000</pubDate>
				<category><![CDATA[Interview Strategies]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=11751</guid>

					<description><![CDATA[<p>Most investigators understand the value of planning and preparation, and the importance of planning and preparation cannot be overstated. The good news is the steps of planning and preparation can be a learned skill and can improve over time.</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2023/03/23/planning-and-preparation/">The Importance of Planning and Preparation</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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										<content:encoded><![CDATA[
<p>Most investigators understand the value of planning and preparation, and the importance of planning and preparation cannot be overstated. The good news is the steps of planning and preparation can be a learned skill and can improve over time. The process goes well beyond simply preparing a list of questions for the interview. That leaves us to wonder what type of planning and preparation would be important when it comes to the investigative interview process.&nbsp;</p>



<h6 class="wp-block-heading"><strong>Investigative Framework</strong></h6>



<p>One thing to quickly acknowledge is that two globally recognized and well-known frameworks for investigative interviewing quickly identify the value of planning and preparation. Both <a href="https://www.w-z.com/2022/12/05/the-peace-interview-model-and-wz-training-programs/">P.E.A.C.E. (PEACE)</a> and the <a href="https://youtu.be/tLjWyyVra7U" target="_blank" rel="noreferrer noopener">Méndez Principles</a> stress the importance of this part of the interview process.&nbsp;</p>



<p>PEACE is an acronym that offers a structured framework for the interview. The first initial in PEACE stands for &#8216;Planning and Preparation&#8217;. The concept behind the PEACE framework is to maximize the investigative value of the interview. Within this construct, PEACE aims towards understanding elements such as interview selection, environmental considerations, legal aspects, and the subject background, to name a few.</p>



<p>The Méndez Principles, or the &#8216;Principles on effective interviewing for investigations and information gathering,&#8217; are a set of standards adopted by the UN in 2021. The principles are broken into six sets designed to create legal safeguards in a non-coercive environment. For example, principle 2, &#8220;On Practice,&#8221; identifies the importance of Planning and Preparation at item 57, where it states, &#8220;An effective interview process will typically involve the following,&#8221; and the first item listed is, &#8220;Thorough preparation and planning.&#8221;&nbsp;</p>



<h6 class="wp-block-heading"><strong>Lessons Learned</strong></h6>



<p>There are several core components we can quickly take away from the guidelines and interview framework of both PEACE and Méndez Principles. If we view the interview as a comprehensive process for gathering accurate and reliable information while implementing associated legal strategies, then you must understand process and legal strategies at a minimum. Beyond the minimum, a few items seem to resonate through the framework. At a quick glance, there are a few worth sharing.</p>



<p><strong>Legal Aspects</strong> – Take the time to be familiar with any legal considerations related to the interview process. What legal rights do you have to adhere to as the interviewer, and what are the interviewee&#8217;s rights should be at the top of your list. If there are any notifications and advisements, be prepared to deliver them accordingly, always complying with labor laws within the region or country you’re operating in.&nbsp;</p>



<p><strong>Optimal Environment</strong> – Understand the best location for the interview and prepare the interview room in a way that encourages full cooperation from your interviewee. Time, location, who else is invited to attend, how you get them to the location are just a few things to consider. You should also evaluate the room set-up, type of chairs, proximity to exit, ensuring its non-custodial and always allowing free egress to your interviewee. In recent years there&#8217;s also been a heavy consideration in determining whether the interview should be conducted in person or remotely, via telephone or video conference. Ask yourself, is this a safe, non-coercive environment?</p>



<p><strong>Role of the Interviewee</strong> – Evaluate their role in the investigation and determine if you will be interviewing a victim or complainant, perhaps a witness to an incident, or even the main subject or respondent to the complaint or incident. These factors may play a role in truly understanding what information you may be seeking and the most appropriate way to obtain that information.&nbsp;</p>



<p><strong>Explore Full Background of Facts and Interviewee</strong> – You must know as much as possible about the issue and the person you&#8217;ll be interviewing. Understand what information is currently accessible and what may be needed. Know the fears and motives of your interviewee and explore their potential exposure to trauma. Knowledge of trauma or potential vulnerabilities of your subject will likely alter your approach and should certainly impact your evaluation of the information they provide. Full knowledge can help with rapport-building strategies and understanding the most empathetic approach.&nbsp;</p>



<p><strong>Determine the Purpose of the Interview</strong> – At this point, ask yourself, &#8220;what are your goals, and what information would be important for this investigation?&#8221;&nbsp; When you take the time to plan and prepare goals, that helps to determine the most effective way to obtain information. The purpose should often focus on obtaining actionable information from your interviewee. Make sure you talk with a purpose.</p>



<p><strong>Select the Appropriate Approach</strong> – There are many effective interview methods that can be utilized to obtain accurate information during the interview. At WZ we advocate non-confrontational approaches that encourage the interviewee to provide their account uninterrupted. Additionally, certain interview methods can be more effective than others for the circumstances surrounding the interview, including trauma-informed interviews. Always consider, &#8220;What&#8217;s the best approach to get the information I&#8217;m seeking with this interview?</p>



<p><strong>Strategize with an Open Mind</strong> – Always review possible explanations to avoid pitfalls associated with confirmation bias, assumptions of guilt, and even misclassification or contamination errors that lead to inaccurate information. Preparing strategies that explore all explanations and excuses helps to eliminate judgment and encourages rapport and a different connection with your interviewee.&nbsp;</p>



<p>The bottom line with Planning and Preparation is to always work to set yourself up for success in the interview room. While planning and preparation may not always be at the top of our list of priorities, dedicating a certain amount of time and effort into planning and preparing your interview can help mitigate stress and prevent last-minute issues. If you remember your &#8216;Six Ps’ you’ll be in good shape.</p>



<p>*Materials contained in this publication may be freely quoted or reprinted, provided credit is given to the source: &#8220;Principles on Effective Interviewing for Investigations and Information Gathering, May 2021. Retrieved from: <a href="http://www.interviewingprinciples.com" target="_blank" rel="noreferrer noopener">www.interviewingprinciples.com</a>.&#8221;</p>



<h6 class="has-text-align-center wp-block-heading"><a href="https://www.w-z.com/wz-instructor-insights-access/">CHECK OUT CHRIS&#8217;S INSTRUCTOR INSIGHTS ON PREPARATION <br>AND GET ACCESS TO FREE BONUS RESOURCES!</a></h6>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2023/03/23/planning-and-preparation/">The Importance of Planning and Preparation</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>The Hero of Their Own Story</title>
		<link>https://www.w-z.com/2022/11/07/the-hero-of-their-own-story/</link>
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		<dc:creator><![CDATA[Derek James Hauk]]></dc:creator>
		<pubDate>Mon, 07 Nov 2022 04:01:00 +0000</pubDate>
				<category><![CDATA[Interview Strategies]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=11321</guid>

					<description><![CDATA[<p>If you, as the interviewer, consider that your subject is the hero of their own story, it stands to reason that they have also been on a similar journey. </p>
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<blockquote class="wp-block-quote">
<p><em>“Everyone is the hero of their own story.”</em></p>
</blockquote>



<p>You may have heard that phrase before but paid little attention. It seems obvious that someone would tell a story from their own point of view. At first glance, the quote implies that people are self-centered or that they inflate their importance. Odds are, you’ve met the person that manages only to tell stories that make them look good.</p>



<p>In the interview room, however, you are often trying to get information from a subject that might cast them in a negative light or that is meant to corroborate another person’s statement. In these instances, it may be helpful to think of a different definition of a hero.</p>



<h6 class="wp-block-heading"><strong>The Hero’s Journey</strong></h6>



<p>Joseph Campbell was a literary professor specializing in comparative mythology. This work led to him releasing <em><a href="https://fourminutebooks.com/the-hero-with-a-thousand-faces-summary/" target="_blank" rel="noreferrer noopener">The Hero With a Thousand Faces</a></em> in 1949. Campbell noticed that regardless of where in the world a myth or story came from, the protagonist or “hero” in the vast majority of tales went through similar story beats.</p>



<p>Typically, a heroic journey involves the main character starting in what Campbell called the ordinary world. They then must decide to take definitive action. At first, they will resist until someone or something encourages them to cross the threshold into the unknown. After that, there are obstacles and a final chance to turn back. Ultimately the character must face their final ordeal. The story ends when they return to their ordinary world as a changed person. </p>



<h6 class="wp-block-heading"><strong>In the Interview Room</strong></h6>



<p>If you, as the interviewer, consider that your subject is the hero of their own story, it stands to reason that they have also been on a similar journey. Keeping this in mind can help guide you in developing the truthful details of their statements.</p>



<p><em><strong>What was their ordinary world before the incident you are currently investigating?&nbsp;</strong></em>By taking time further to develop this part of a subject’s or victim’s recollection, you can identify sources of tension and find opportunities to build further rapport and empathy. If you are investigating an internal incident, this can also be a chance to find weaknesses in training or procedures.</p>



<p><em><strong>Was there an initial promise or call to act that they resisted, and what or who inspired them to overcome that early resistance?&nbsp;</strong></em>Subjects can be reluctant to mention names of friends or colleagues who were also involved in an incident during their interview. However, they may be willing to speak more openly about those who are framed in a more positive light as mentors or inspirations. This can also reveal previous events that were either unknown or thought to be unrelated to the current investigation.</p>



<p><strong><em>What obstacles did they encounter during their activity, and who were the people they relied on for assistance?</em>&nbsp;</strong>As Ben Franklin famously said, “An ounce of prevention is worth a pound of cure.” An effective, detailed interview can reveal whether safeguards are currently in place and how they may be rendered ineffective. This can inspire policy changes or spur research into new solutions to prevent similar problems from resurfacing in the future.</p>



<p><em><strong>How has their ordinary world changed?</strong></em>&nbsp;A mistake that interviewers can often make is only focusing on the singular incident they are investigating and limiting themselves. By remembering to ask questions about the aftermath, the interviewer can find further avenues to develop.</p>



<p>An interviewer serves two very different but equally important purposes. First, <a href="https://www.w-z.com/2021/10/20/procedural-justice-and-the-professional-interviewer/">they conduct investigations for an organization or stakeholders</a> to gain truthful information that they can use to make decisions, stem losses, and protect people. But they also provide aid to the subject by providing an empathetic ear. Choosing questions that encourage a fuller, more detailed understanding of the subject’s full experience is crucial for both purposes. </p>



<p>So let your interview subject be the hero of their story and see what new avenues it leads you down.</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2022/11/07/the-hero-of-their-own-story/">The Hero of Their Own Story</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>Trauma-Informed Workplace Investigations</title>
		<link>https://www.w-z.com/2022/06/15/trauma-informed-workplace/</link>
					<comments>https://www.w-z.com/2022/06/15/trauma-informed-workplace/#respond</comments>
		
		<dc:creator><![CDATA[Bryan Barlow, CFI]]></dc:creator>
		<pubDate>Wed, 15 Jun 2022 03:55:00 +0000</pubDate>
				<category><![CDATA[Interview Strategies]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=11319</guid>

					<description><![CDATA[<p>There is a compelling business case to be made for conducting quality workplace investigations in a trauma-informed manner and building a supportive culture. </p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2022/06/15/trauma-informed-workplace/">Trauma-Informed Workplace Investigations</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
]]></description>
										<content:encoded><![CDATA[
<p>What is only now gaining traction is the research into traumatic stress and incidents in the traditional workplace where most people spend their careers. Terrorist attacks, the&nbsp;<em>#MeToo</em>&nbsp;movement, and a spike in workplace violence focused attention on the issue of trauma in the workplace, but traumatic incidents that Human Resource and Loss Prevention/Asset Protection executives and professionals might need to address go beyond just those instances. Sexual harassment’s individual and organizational impact has been well documented, but there is also workplace bullying both in-person and online. Civil unrest has resulted in retail and restaurant workers finding themselves and their establishments targeted. Robberies and burglaries can violate an employee’s perception of a safe work environment. An employee who is caring for a terminally ill family member can experience trauma that will affect the workplace and require HR support.&nbsp;<strong>The ability to conduct quality interviews with individuals who may be experiencing psychological trauma is vital to investigating and addressing these issues.</strong></p>



<h6 class="wp-block-heading"><strong>The Cost of Trauma</strong></h6>



<p>There is a compelling business case to be made for conducting quality workplace investigations in a trauma-informed manner and building a supportive culture. Primarily, it is just the right thing to do. Most people enter a career looking for job satisfaction, career growth, and the ability to provide a comfortable life for themselves and their families. Traumatic stress was never a career goal. Human empathy should dictate that we treat people facing workplace trauma with respect and sensitivity, and make every effort to minimize re-traumatization with the investigative process. </p>



<p>But beyond altruistic reasons, there are financial and productivity concerns that management must consider. Absenteeism, presenteeism (increased number of hours to complete work), staff turnover, and managerial time are all increased. Beyond that, there are additional costs related to healthcare, outside agency investigations (public and private), legal fees, justice system costs, and deadweight (market inefficiency) losses<a href="https://www.w-z.com/2022/06/15/building-a-culture-of-support/#_edn1">[i]</a>. Eventually, an employer can even develop a reputation for having a toxic workplace, which often drives up the labor costs to attract and maintain people willing to put up with that environment. From an interpersonal, economic, and risk management perspective, organizations should prioritize not only the fostering of a supportive work culture as a preventative step, but also building a culture that properly investigates and addresses traumatic situations that arise.</p>



<p>Traumatized individuals often have trouble discussing a traumatic event, accessing a coherent memory of that event, and calmly relaying a chronological narrative during an interview. Additionally, the employee experiencing trauma may not even realize its impact, causing them to question themselves. Absent major flashbacks, low-level Post-Traumatic Stress can often be misdiagnosed as generalized anxiety or depression. Regardless of if the worker recognizes their own traumatic stress or not, HR and/or corporate investigators must take that possibility into account and interview in a&nbsp;<em><strong>trauma-informed</strong></em>&nbsp;manner. This type of interview gives interviewers the ability to conduct a thorough investigation and avoid compounding possible trauma.</p>



<h6 class="wp-block-heading"><strong>The first step is understanding what happens in the brain during a traumatic event.</strong> </h6>



<p>The impact of trauma means that our traditional approach of “start at the beginning…” is not going to work. The brain’s function is altered when faced with traumatic situations, and proper question formation needs to reflect that alteration. Rational thought hardly ever overrides instinct and emotion during a traumatic incident, so asking someone to recount that incident in a chronological manner with specific details is just a bad approach. Secondly, with the knowledge of what happens in the traumatized brain, the format of the interview can be structured in such a way as to maximize the opportunity to gain information and minimize any further trauma. Investigators must acknowledge and support an interviewee’s experience and empower that person to tell their story. </p>



<p>To accomplish this goal, investigators must train themselves on how to interact with the traumatized individual because standard interpersonal communication will not work. Finally, HR professionals and LP/AP investigators need to be knowledgeable of the resources available to the employees they interview. No one can accurately predict what any workplace trauma situation may entail, but organizations can prepare resources to be available should such an event occur.</p>



<h6 class="wp-block-heading"><strong>The impact of trauma on an individual is pervasive: it is physical, emotional, spiritual, and economic. </strong></h6>



<p>Often, trauma is perceived as life-threatening (or livelihood-threatening), even if there was no specifically definable threat involved in the situation. Trauma inhibits a person’s ability to “just calm down and think through” a situation. The personal impact of trauma can be devastating and can affect the greater organization as well. While there is no 100%-effective preventive measure for workplace trauma issues and outside traumas that affect workplace performance, building a corporate culture that can effectively investigate and address these issues, while at the same time supporting the affected individuals, will not only create a better work environment for all employees, but can also shield organizations from many of the liabilities associated with improperly handling difficult situations. Simply put, being good to traumatized employees is good business.</p>



<p><em><a href="https://www.w-z.com/2022/06/15/building-a-culture-of-support/#_ednref1">[i]</a> Hussin J. Hejase, “<a href="https://www.abacademies.org/articles/the-economics-of-sexual-harassment-10121.html" target="_blank" rel="noreferrer noopener">The Economics of Sexual harassment</a>,” Journal of Economics and Economic Education Research, 22:1, (2021), 1-3.</em></p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2022/06/15/trauma-informed-workplace/">Trauma-Informed Workplace Investigations</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>Procedural Justice and the Professional Interviewer</title>
		<link>https://www.w-z.com/2021/10/20/procedural-justice-and-the-professional-interviewer/</link>
					<comments>https://www.w-z.com/2021/10/20/procedural-justice-and-the-professional-interviewer/#respond</comments>
		
		<dc:creator><![CDATA[Joseph Wolf, CFI]]></dc:creator>
		<pubDate>Wed, 20 Oct 2021 15:55:00 +0000</pubDate>
				<category><![CDATA[Interview Strategies]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=11062</guid>

					<description><![CDATA[<p>Regardless of the context in which you are conducting interviews, you are working on behalf of some authority that has initiated a matter of inquiry.  As a result, our ideas about investigative interviewing techniques are rapidly evolving.  This evolution is grounded on the realization that rapport-based approaches yield better outcomes than other techniques.  For a rapport-based conversation to be effective, the subject of the interview must believe that the interviewer has a legitimate right to ask questions.  Without the element of legitimacy, the interview will not result in the best possible outcome.</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2021/10/20/procedural-justice-and-the-professional-interviewer/">Procedural Justice and the Professional Interviewer</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
]]></description>
										<content:encoded><![CDATA[<div class="wpb-content-wrapper"><section class="vc_row wpb_row vc_row-fluid"><div class="wpb_column vc_column_container vc_col-sm-12  col-xs-mobile-fullwidth"><div class="vc_column-inner "><div class="wpb_wrapper"><div class="last-paragraph-no-margin"><p>There is so much turmoil in our society today. Concerns about heavy-handed law enforcement actions, questions about last year’s presidential election, and skepticism about the appropriate response to the COVID-19 pandemic top the headlines every day.  Although these may seem like unrelated issues, there is a common thread that connects them.  It’s an idea that speaks to the very nature of our system of government, and by extension, directly impacts the work of the professional interviewer.</p>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph -->Our Constitution is founded upon the idea that government derives its authority only with the consent of the governed.  For this to work, those governed must believe that the powers regulating daily life are <em>legitimate</em>.  Legitimacy means that authorities are seen as valid, justified, and lawful.  When this sense of legitimacy erodes, uncertainty, resistance, and rebellion follow.</p>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph -->It’s easy to see how questions of legitimacy run through each of the controversies described above.  <strong>But how does this erosion of the sense of legitimacy affect the work of the professional interviewer?</strong></p>
<h6><strong>Procedural Justice</strong></h6>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph -->Regardless of the context in which you are conducting interviews, you are working on behalf of some authority that has initiated a matter of inquiry.  As a result, our ideas about investigative interviewing techniques are rapidly evolving.  This evolution is grounded on the realization that rapport-based approaches yield better outcomes than other techniques.  For a<a href="https://www.w-z.com/2019/05/02/a-tale-of-two-bartenders-how-to-build-rapport-like-its-your-job/"><strong> rapport-based conversation </strong></a>to be effective, the subject of the interview must believe that the interviewer has a <em>legitimate </em>right to ask questions.  Without the element of legitimacy, the interview will not result in the best possible outcome.</p>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph -->This is where the theory of <strong>procedural justice</strong> (Solum, 2004) comes into play.  Simply stated, procedural justice means that people are much more likely to accept an unwanted outcome if they believe the process that resulted in that outcome was fair and equitable.</p>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph -->Imagine if you were summoned for an investigative interview.  Your mind would be filled with questions.  <em>What is this about?  What is my exposure?  Am I accused of wrongdoing?  Who directed this interview?</em>  It would be nearly impossible to have a frank conversation with the person interviewing you with these questions swirling around in your mind.</p>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph -->By answering these questions at the start of the interview, the interviewer creates an atmosphere more conducive to trust and empathy.  The cards are on the table, setting the stage for an honest conversation about the matter under inquiry.  This introduction reinforces the legitimacy of the investigation before the first question is even asked.</p>
<h6><strong>Plan For Legitimacy</strong></h6>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph -->Even the most highly skilled interviewer cannot be completely effective without a <strong>plan</strong>.  This plan should include establishing the framework to build legitimacy in the eyes of the person interviewed.  This honest and forthright approach provides a sense of fairness.  There are no preconceived conclusions.  The interviewer establishes him/herself as an impartial finder of fact.  Clearly describes the authority for the investigation and its intended purpose.  Explains why the person is being interviewed.  Invites questions and commits yourself to active, empathetic listening to everything they have to say.</p>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph --><strong>One of the main objectives of any investigation must be to treat everyone with dignity, respect, and fundamental fairness.</strong>  By harnessing the power of procedural justice, the interviewer creates an atmosphere of legitimacy and lays the foundation for a sense of fair play irrespective of the outcome of the investigation.</p>
<p><!-- /wp:paragraph --></p>
<p><!-- wp:paragraph -->SOURCE: Solum, Lawrence B., &#8220;<a href="https://scholarship.law.georgetown.edu/facpub/881/" target="_blank" rel="noopener">Procedural Justice</a>&#8221; (2004). University of San Diego Public Law and Legal Theory Research Paper Series. 2</p>
<p><!-- /wp:paragraph --></p>
<p>&nbsp;</p>
</div></div></div></div></section></div><p>The post <a rel="nofollow" href="https://www.w-z.com/2021/10/20/procedural-justice-and-the-professional-interviewer/">Procedural Justice and the Professional Interviewer</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>Never Stop Learning</title>
		<link>https://www.w-z.com/2021/06/16/learning-new-tricks/</link>
					<comments>https://www.w-z.com/2021/06/16/learning-new-tricks/#respond</comments>
		
		<dc:creator><![CDATA[Wayne Hoover CFI]]></dc:creator>
		<pubDate>Wed, 16 Jun 2021 15:44:00 +0000</pubDate>
				<category><![CDATA[Interview Strategies]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=11056</guid>

					<description><![CDATA[<p>Somehow, someway, I am entering my 30th year here at WZ.  From the youngest kid they ever hired to now the longest-tenured instructor we have ever had.  We have hired some fantastic talent with great ideas that involve changing the way we conduct interviews and teaching others to be better interviewers.  When I started seeing these changes (which by the way, I completely agree with) I had a moment of clarity, “Oh crap, I have to relearn how I conduct interviews and teach a seminar.”</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2021/06/16/learning-new-tricks/">Never Stop Learning</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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										<content:encoded><![CDATA[Do you remember when you first started your career?  All the training, learning new concepts, and time you put into being proficient as quickly as you could?  I honestly forgot until I was asked to write this article. First, I thought about the time I put into learning the WZ Method, from writing out the script to practicing it out loud in my truck, shower, and office.  Then recording myself practicing the script repeatedly until I felt ready to conduct my first interview.

<!-- /wp:paragraph -->

<!-- wp:paragraph -->Somehow, someway, I am entering my 30th year here at WZ.  From the youngest kid they ever hired to now the longest-tenured instructor we have ever had.  We have hired some <a href="https://www.w-z.com/instructors/">fantastic talent</a> with great ideas that involve changing the way we conduct interviews and teaching others to be better interviewers.  When I started seeing these changes (which by the way, I completely agree with) I had a moment of clarity, “Oh crap, I have to relearn how I conduct interviews and teach a seminar.”

<!-- /wp:paragraph --><!-- wp:paragraph {"textColor":"vivid-cyan-blue"} -->
<p class="has-vivid-cyan-blue-color has-text-color"><strong>“How can I change something I’ve been doing for 30 years?”</strong></p>
<!-- /wp:paragraph -->

<!-- wp:paragraph -->That started the pity party for a brief minute.  “How can I change something I’ve been doing for 30 years? Can I do it? Do I want to do it?” My quick answer is yes, of course I do.  But I am not sure I can learn as quickly as I did way back in the day, which worried me.

<!-- /wp:paragraph -->

<!-- wp:paragraph -->I started thinking about how I learned so many years ago, and it became apparent to me that what has become natural for me as an interviewer and instructor wasn’t natural at all.  It took effort to learn the processes and material like it was the back of my hand.  All the time I put in is what made my career a success, and to stay successful I realize I need to put the time and effort into learning this new methodology.

<!-- /wp:paragraph --><!-- wp:paragraph {"textColor":"vivid-cyan-blue"} -->
<p class="has-vivid-cyan-blue-color has-text-color"><strong>“Put the time and effort into learning to stay successful.”</strong></p>
<!-- /wp:paragraph -->

<!-- wp:paragraph -->As WZ rolls out new techniques and philosophies, those who have been interviewing for a while might be hesitant to make adaptations knowing their way has always worked for them the way it is. But trust us, the changes WZ is making are for the advancement of the profession and will make us all the better at what we do.  Dave Thompson has a quote on his office wall (I think it’s intended as a reminder for Shane Sturman and me), “You can’t steal second base if your foot is always on first.” Time to get off first and go back to the basics of learning.

<!-- /wp:paragraph -->

<!-- wp:paragraph -->If we all put the time in that we did when we first started in our careers, we can learn new things and never hear the quote, “<a href="https://www.theidioms.com/you-cant-teach-an-old-dog-new-tricks/" target="_blank" rel="noopener">You can’t teach an old dog new tricks.</a>”<p>The post <a rel="nofollow" href="https://www.w-z.com/2021/06/16/learning-new-tricks/">Never Stop Learning</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>Why Can&#8217;t I Find My Car Keys?</title>
		<link>https://www.w-z.com/2020/09/16/why-cant-i-find-my-car-keys/</link>
					<comments>https://www.w-z.com/2020/09/16/why-cant-i-find-my-car-keys/#comments</comments>
		
		<dc:creator><![CDATA[Tom McGreal, CFI]]></dc:creator>
		<pubDate>Wed, 16 Sep 2020 20:11:10 +0000</pubDate>
				<category><![CDATA[Interview Methods]]></category>
		<category><![CDATA[Interview Strategies]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=10199</guid>

					<description><![CDATA[<p>The human mind can store billions of pieces of information. Searching through this massive amount of detail seems exhausting. It may help to know how research has advanced our understanding of the human mind, forgetting, and recall.</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2020/09/16/why-cant-i-find-my-car-keys/">Why Can&#8217;t I Find My Car Keys?</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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										<content:encoded><![CDATA[
<p>It is not uncommon for humans to forget information they could previously recall with ease. For those who are aging, it is a frightful experience. People tend to think of the worst-case scenario:&nbsp; Am I exhibiting the onset of dementia?&nbsp; Self-awareness cannot be ignored. Individuals know if they need counsel from a doctor better than associates who may only by trying to reduce a friend’s anxiety. One should err on the side of caution. Always seek medical guidance when concerned about your mental health.</p>



<p>Forgetting where people placed their car keys or other familiar item seems to be a common complaint from those concerned about experiencing a mental decline.</p>



<p>The human mind can store <strong>billions </strong>of pieces of information. Searching through this massive amount of detail seems exhausting. It may help to know how research has advanced our understanding of the human mind, forgetting, and recall.</p>



<h6 class="has-text-color wp-block-heading" style="color:#5e8ab4"><strong>Scenario</strong></h6>



<p class="has-text-color" style="color:#5e8ab4">John rose early this morning. He had a 9:00 a.m. appointment regarding a job interview. John wanted to be relaxed during his interview, so he took his time getting ready to leave the house. John was enjoying a cup of coffee prior to leaving his home. He glanced at his watch. It was 8:15 a.m. He had enough time to get to his appointment with thirty minutes to spare. His car keys were not in his pant pocket. John walked to a drawer where he normally places his keys. They were not there either. Quickly, he went to the kitchen counter, where he sometimes places his keys. The counter was bare. Maybe he left the keys in his car or the door of his home. They were in neither place. Panic was setting in. He was going to be late for his interview. Where are his keys? Are there any cues that would assist with John’s recall?</p>



<p>Ronald Fisher and R. Edward Geiselman are the authors of <em>Memory-Enhancing Techniques for Investigative Interviewing</em>, a great source of information for anyone interested in improving human memory by enhancing the retrieval phase of memory. Their research, based on <strong>cognitive psychology</strong> and <strong>investigative interviewing techniques</strong> has assisted police departments and other professions throughout the world. Geiselman and Fisher consider three stages of memory. For recall to be effective, the information to be recalled (where are John’s keys?) must first be perceived and encoded in John’s mind. If John unknowingly dropped his car keys from his pocket, the event would not be recorded in his mind because he was not aware of dropping his keys. Although, if John heard the keys falling, but paid no attention because he did not know it’s meaning, the event would have been recorded by John’s sense of hearing. Later, if John was able to recreate the sound of the keys falling to the ground, this association may trigger his knowledge of when and where he lost his keys.</p>



<figure class="wp-block-image size-large"><img decoding="async" width="1024" height="192" src="https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-1024x192.png" alt="The three stages of memory recall: encoding, storage, and retrieval" class="wp-image-10201" srcset="https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-1024x192.png 1024w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-300x56.png 300w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-768x144.png 768w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-1536x288.png 1536w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-706x132.png 706w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-978x183.png 978w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-788x148.png 788w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-1060x199.png 1060w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-697x131.png 697w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING-515x97.png 515w, https://www.w-z.com/wp-content/uploads/2020/09/ENCODING.png 1920w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure>



<h6 class="has-text-color wp-block-heading" style="color:#5e8ab4"><strong>Another Situation</strong></h6>



<p class="has-text-color" style="color:#5e8ab4">Prior to leaving for the interview, John recalled it was garbage pick-up day on his block. He took his garbage cans from his yard and placed them at the front of his home. Upon re-entering his home, he noticed that he had grease on the front of his pants. John changed his pants, failing to remove the keys from his pocket. If John was able to recreate his sense of sight, seeing the grease on his pants, the association might assist in his recall. Likewise, if John was able to recreate his tactile sense of touch, changing his pants, or anger, in the need to change his pants, he may associate those senses and emotions with the location of his car keys.</p>



<p><strong>Events are not recorded in the mind exactly, as if videotaped</strong>. Two people may view the same event and each may have different recollections due to their distinct personal background and perception. Also, events are not stored in the mind exactly, as a whole.  Each individual only stores the pieces of a viewed event that are considered important to them. These pieces of information are stored at different locations in the mind. If a person can recall one of these pieces of information, it may trigger the recall of another piece of information, leading to the original sought-after information.</p>



<p>When a forgetful person is trying to recall an event, memory will be enhanced if that person mentally places themself in the <strong>same physical, emotional, psychological, physiological, and environmental mental context</strong> as the time of occurrence. In the case of John losing his car keys, this would be the last time he recalled having the keys in his possession. John should work forward from that point, to the time when he first realized his keys were missing. He should mentally recall his state of mind at each stage of his search.&nbsp; Was he happy, sad, surprised, angry, fearful, disgusted, or disrespected during this period of time? The context includes environmental conditions, John’s emotional mood, and the position of his own body at each stage of recall.</p>



<p>The forgetful person should make repeated attempts, in different places, to search for the sought-after information. In John’s case, he may go to the drawer where he usually places his keys. He looks in the drawer and the keys are not there. John may look in a few other places, the kitchen counter, the door of his home, or his car, but he keeps returning to the drawer, because that is always where he places his keys.</p>



<h6 class="wp-block-heading"><strong>Retrieval</strong></h6>



<p><strong>Memory retrieval</strong> is similar. We repeatedly look in familiar places in our mind.&nbsp;If the lost item is not in those locations, we become mentally exhausted thinking we have a poor memory and fail to look in new locations.&nbsp; A forgetful person must search for the lost item in different areas of their mind.</p>



<p>The search for information can be aided by examining each of our <strong>five senses</strong> and using this information to search forward from the point we last saw our keys. The sought-after information may be associated with an emotion, item, or event we saw, heard, smelled, tasted, or felt.</p>



<p class="has-text-align-center"><em>When was the last time I saw my car keys? Where was I? What was I doing? Who was I with at that time? Did I see anything that made me emotional?</em></p>



<p class="has-text-align-center"><em>When was the last time I heard my car keys jingle? Did I speak with anyone since I last had possession of my car keys? What did their voice sound like? Did I hear any unusual sounds during the time my keys were missing? Did anyone say anything that caused me to become emotional?</em></p>



<p class="has-text-align-center"><em>Do I recall any particular smell associated with my car keys when they were in my possession?&nbsp; In my recent travels, do I recall any unusual smells, for example, cigarette smoke, roofing tar, cooking food, etc? Did I smell anything to cause an emotional reaction?</em></p>



<p class="has-text-align-center"><em>Can I associate any particular taste associated with my car keys? Was I eating or drinking the last time since I knew they were in my possession? Where was I? Did I taste anything to cause an emotional reaction?</em></p>



<p class="has-text-align-center"><em>Can I associate any sense of touch, emotion, or feeling since my keys were in my possession? Did I shake anyone’s hand? Did I change clothes? Did I injure myself in any way?</em></p>



<p>Each of the above questions may trigger multiple associations that will aid in recalling where the car keys are located.</p>



<p>It is not unusual to misplace personal items or forget information we could <strong>previously </strong>recall with ease.&nbsp; We live in a complex world. Our internal thoughts are constantly speaking to us and sometimes we react to familiar events as if we were on automatic pilot. On occasion, personal items may be misplaced during this period of time.</p>



<p>An extreme example of this may be an individual driving to work, deep in thought. Upon arrival, they cannot recall stopping at streetlights or which route they took. This occurs because driving to work and the route taken is a familiar event. Although it is dangerous to drive without paying attention, due to its familiarity, humans tend to react to familiar events without thinking.</p>



<h5 class="has-text-align-center has-text-color has-medium-font-size wp-block-heading" style="color:#5e8ab4"><strong>IN REVIEW</strong></h5>



<ul>
<li>Events are not recorded in the mind exactly, as if videotaped.</li>



<li>Two people may view the same event and each person may have different recollections due to their distinct personal background and perception.</li>



<li>Events are not stored in the mind exactly, as a whole.&nbsp; Each individual only retains pieces of a viewed event considered important to them. These pieces of information are stored at different locations in the mind. If a person can recall one of these pieces of information, it may trigger the recall of another piece of information, leading to the original sought after information.</li>



<li>When searching for misplaced items, individuals should: Place themselves in the same physical, emotional, psychological, environmental, and physiological mental state that existed when the person could recall possessing the sought-after item.</li>



<li>The individual should search through memory, realizing that his or her sense of sight, hearing, smell, taste, and touch may be associated with the mental record of the sought after information. </li>



<li>The ability to recall a piece of information associated with a lost item may cue another memory that will ultimately lead to the location of the lost item.</li>



<li>The individual should make multiple attempts, in different locations of the mind, to recall forgotten events.</li>
</ul>



<h6 class="wp-block-heading">For more on how to use cognitive techniques in an investigative setting, check out our <a href="https://youtu.be/SD_UdL8yfI8" target="_blank" rel="noreferrer noopener">Cognitive Interview webinar</a> and article on <a href="https://www.w-z.com/2019/03/27/when-just-the-facts-doesnt-work/">trauma-informed interview</a>ing</h6>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2020/09/16/why-cant-i-find-my-car-keys/">Why Can&#8217;t I Find My Car Keys?</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>Don&#8217;t Tell Me How to Feel!</title>
		<link>https://www.w-z.com/2020/07/27/dont-tell-me-how-to-feel/</link>
					<comments>https://www.w-z.com/2020/07/27/dont-tell-me-how-to-feel/#respond</comments>
		
		<dc:creator><![CDATA[Tom McGreal, CFI]]></dc:creator>
		<pubDate>Mon, 27 Jul 2020 17:42:41 +0000</pubDate>
				<category><![CDATA[Behavior Interpretation]]></category>
		<category><![CDATA[Interview Strategies]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=10103</guid>

					<description><![CDATA[<p>When an individual begins to relate an emotional experience, it is important that the listener remains non-judgmental.</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2020/07/27/dont-tell-me-how-to-feel/">Don&#8217;t Tell Me How to Feel!</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
]]></description>
										<content:encoded><![CDATA[<div class="wpb-content-wrapper"><section class="vc_row wpb_row vc_row-fluid"></section><div class="wpb_column vc_column_container  col-xs-mobile-fullwidth"><div class="vc_column-inner "><div class="wpb_wrapper"></div></div></div><div class="last-paragraph-no-margin"></div>

<p>Do you listen effectively? Some will acknowledge their listening skills need improvement, while others believe their abilities are adequate to handle their daily tasks. It is the opinion of this author that listening effectively is a skill that needs constant attention. Effective listening often requires emotional intelligence.</p>



<p>As individuals, we listen selectively. Since we are constantly besieged by information from multiple sources, we are forced to sort out which information is necessary to complete our tasks, and which can be ignored.  </p>



<p>An example of this may occur when an investigator asks a victim to describe the events that occurred during a robbery. The victim may begin describing the events, but deviates, starting to complain about his or her feelings of being personally violated. Some investigators will tactfully steer the person back to the requested information, although this may not always lead to the best outcome. As humans, especially in emotional situations, we feel the need to vent our feelings and frustrations. </p>



<p>Regarding the above scenario, if the victim’s feelings of being violated, abused, or disrespected are not addressed, other relevant information may be suppressed. </p>



<p>In some cases, people just need to talk. The speaker may be reacting emotionally to a hurtful situation and needs to share their feelings with another person. In these instances, the listener is only required to listen, not to fix the situation.  </p>



<blockquote class="wp-block-quote">
<p><strong>When an individual begins to relate an emotional experience, it is important that the listener remains non-judgmental<em>.</em></strong></p>
</blockquote>



<p>The ability to listen and allow the speaker to verbalize his or her feelings, without interruption, is key to showing empathy and <a href="https://www.w-z.com/2015/05/13/top-5-ways-to-build-rapport-whether-its-an-interview-or-a-first-date/">building rapport</a> with victims, witnesses, offenders, friends, family members, and others. The speaker needs to share their experience with someone who will understand and confirm that their feelings, under the circumstances, are justified. The listener does not have to agree with the speaker regarding their assessment of the situation. Empathy will be achieved when the listener, without interrupting, allows the speaker to verbalize their emotion without directly challenging the emotion as invalid. The listener should pay special attention to the speaker, attempting to identify the emotion(s) felt. </p>



<p><strong>If the speaker, because of their emotional state, is unclear in the summary of the situation, the listener may, without interrupting, paraphrase what has been previously said by the speaker.</strong> </p>



<p><strong><em><span class="has-inline-color has-vivid-cyan-blue-color">“John, from what you have said, it sounds like you were angry and hurt. Tell me if I understand you correctly. Your supervisor had a meeting with staff members, and you were not invited. In the past, all of the staff employees were invited, and you feel as if it may be a personal issue between you and your supervisor.”</span></em></strong></p>



<p>Now the speaker is listening to see if the message has been sent correctly. If not, he or she will add additional information, which will further explain their perspective. The speaker will also confirm or reject their emotional state. Many times, for personal reasons, emotional persons may deny being angry, fearful, sad, happy, surprised, full of contempt, or disgusted. </p>



<p>If a speaker denies having any of these emotions, the listener may tactfully acknowledge the speaker’s denial, adding that most people under the circumstances would feel (identify the emotion). This may make it easier for the speaker to admit the emotion if felt. </p>



<p><strong><em><span class="has-inline-color has-vivid-cyan-blue-color">“John, I know that you said you are not angry and hurt, but most people, under the same circumstances, would feel angry and hurt for not being included in a staff meeting.”</span></em></strong></p>



<blockquote class="wp-block-quote">
<p><strong>The listener must be sincere, not patronizing.</strong></p>
</blockquote>



<p>Even the most emotional speaker can detect insincerity when the listener mechanically agrees with everything the speaker says. This comes off as uncaring, pretentious, insincere, and patronizing. It will also destroy any rapport previously gained. </p>



<p>Every situation is different, although in many cases, the listener is not required to fix anything. The speaker is just seeking a sounding board to validate their feelings as legitimate. In these situations, when the speaker begins to discuss their emotional experience,<strong> do not interrupt, offering a similar incident that you experienced.</strong> </p>



<p>This usually occurs after the speaker introduces the topic of discussion. The listener will interrupt the speaker interjecting their own experience. </p>



<p><strong><em><span class="has-inline-color has-vivid-cyan-blue-color">“When I was away at college, I had the exact same thing happen to me. A teacher excluded me from a tutorial program because I challenged his political opinion. The teacher was offering her own opinion regarding……….”</span></em></strong></p>



<p>By doing so, the listener is changing the subject of the speaker’s emotional experience, shifting the topic to himself or herself, not allowing the speaker to share his or her own experience. </p>



<p><strong>Do not play “devil’s advocate” by directly offering opposing viewpoints to the speaker’s view of the situation.</strong></p>



<pre class="wp-block-verse"><strong><em>“I’m sure your supervisor is very busy and just forgot to invite you.”</em></strong></pre>



<pre class="wp-block-verse"><strong><em>“You’re overreacting, maybe the meeting had nothing to do with you.”</em></strong></pre>



<p>By doing so, you are not allowing the speaker to express their thoughts and feelings. You are also saying their feelings are not legitimate. A more productive way to offer opposing viewpoints may be in the form of asking non-judgmental questions rather than making direct statements. These should not be asked in a way that redirects blame towards the victim, but rather offering a different perspective of the situation.</p>



<pre class="wp-block-verse">“<strong><em>I can see you are upset John. </em></strong>
<strong><em>What possible reasons would make your supervisor act like that?”</em></strong></pre>



<pre class="wp-block-verse">“<strong>John, I know you feel angry. <em>Why would he do that to you?”</em></strong></pre>



<pre class="wp-block-verse"><strong>“I know you feel hurt John. </strong>
<strong>Is anything going on in your company that would explain his actions?”</strong></pre>



<p>Asking questions in a non-judgmental manner may allow the speaker to rationally think of alternative reasons for the actions of others. If alternative reasons are obtained, these reasons are being discovered by the speaker, not the listener. Rapport will be maintained. </p>



<p><strong><span class="has-inline-color has-vivid-cyan-blue-color">Do not say:</span></strong></p>



<pre class="wp-block-verse">“<strong><em>You’re crazy for thinking that way!”</em></strong></pre>



<pre class="wp-block-verse"><strong><em>“You shouldn’t feel that way!” </em></strong></pre>



<pre class="wp-block-verse"><strong><em>“You’re better than that!”</em></strong></pre>



<p>By voicing any of the above statements, the speaker is likely to emotionally shout,</p>



<pre class="wp-block-verse"><strong><em>“Don’t tell me how to feel!!!” </em></strong></pre>



<p><em>This may terminate the conversation.</em> Also, by making any of the above statements, the listener is not allowing the speaker to vent their frustrations. The listener is directly telling the speaker that their feelings are not valid. </p>



<p><strong><em>Effective listeners will focus carefully on the speaker’s emotional reactions and try to identify the specific emotion they are feeling. Sometimes, speakers will be very open about their emotional feelings.</em></strong></p>



<pre class="wp-block-verse"><strong><em>“I feel angry about being left out of the meeting.”</em></strong></pre>



<pre class="wp-block-verse"><strong><em>“My supervisor ignoring me is very hurtful.”</em></strong></pre>



<p>Other times, the speaker may have to probe for the emotion felt. Once discovered, the emotion(s) can be used to validate the person&#8217;s feelings.</p>



<pre class="wp-block-verse"><strong><em>“That must have made you angry.”</em></strong></pre>



<pre class="wp-block-verse"><strong><em>“That must make you feel sad.”</em></strong></pre>



<pre class="wp-block-verse"><strong><em>“I know you feel hurt by what was done to you.”</em></strong></pre>



<p><strong>Do not ask the speaker, directly, if they did anything to cause the actions of others. </strong></p>



<pre class="wp-block-verse"><strong><em>“What did you do to cause them to do this to you?”</em></strong></pre>



<pre class="wp-block-verse"><strong><em>“You must have done something! What are you leaving out?”</em></strong></pre>



<pre class="wp-block-verse"><strong><em>“There must be some reason for your supervisor to act this way.”</em></strong></pre>



<p>The above statements are judgmental and confrontational. The question shifts the blame to the speaker and invalidates their emotional feelings. </p>



<p><strong>If the speaker asks you a direct question regarding their experience,</strong></p>



<pre class="wp-block-verse"><strong><em>“Why would someone do that to me?”</em></strong></pre>



<p>The listener should respond tactfully to the speaker’s question, considering the speaker’s emotional state. The best scenario may be to redirect your response as a question to the speaker. </p>



<pre class="wp-block-verse"><strong><em>“John, I know this is hurtful. </em></strong>
<strong><em>Can you think of any reason why anyone would want to do that to you?”</em></strong></pre>



<pre class="wp-block-verse"><strong><em>“John, I know you are angry. Have you ever had any problems with anyone in that group?” </em></strong></pre>



<p>Asking direct questions to the speaker may encourage the speaker to begin thinking rationally, not emotionally.  </p>



<p>In conclusion, listening skills need constant attention. Sometimes people just need to vent an emotional feeling. Nothing needs to be fixed. It is not necessary to agree with the situation. The speaker wants to share an emotional experience with another person. The only requirement is to listen. During these situations, <span class="has-inline-color has-vivid-cyan-blue-color"><strong>remember</strong></span>:</p>



<ul>
<li>Allow the speaker to vent.</li>
<li>Nothing is required to fix, just listen.</li>
<li>Do not interrupt with a similar experience. </li>
<li>Do not reject the speaker’s feelings.</li>
<li>Be sincere, not patronizing.</li>
<li>Do not play “devil’s advocate.”</li>
<li>Ask non-judgmental questions.</li>
<li>Skillfully redirect the speaker&#8217;s questions back to them, allowing them to come to their own conclusion.</li>
<li>Identify and validate the speaker’s emotional feeling(s).</li>
<li>Do not place blame for the situation on the speaker.</li>
</ul>



<p>Persons reacting in an emotional state are not thinking rationally. The emotional part of their brain has limited their ability to think logically, resulting in a very difficult conversation for an investigator, friend, or colleague. Extreme care should be taken by those engaged in these difficult situations. If the listener speaks without thinking, it is not uncommon for the speaker to turn their anger, fear, sadness, surprise, contempt, or disgust upon the well-intentioned investigator, friend, family member, colleague, or other individual trying to diffuse a difficult conversation.</p>
<h6><strong><a href="https://lp.constantcontactpages.com/su/gaQyilu" target="_blank" rel="noopener">Liked this article? Grab a FREE Emotional Intelligence Cheat Sheet to Learn More!</a></strong></h6>

<p>&nbsp;</p></div><p>The post <a rel="nofollow" href="https://www.w-z.com/2020/07/27/dont-tell-me-how-to-feel/">Don&#8217;t Tell Me How to Feel!</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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		<title>Purposeful Questioning</title>
		<link>https://www.w-z.com/2020/04/14/purposeful-questioning/</link>
					<comments>https://www.w-z.com/2020/04/14/purposeful-questioning/#comments</comments>
		
		<dc:creator><![CDATA[Tom McGreal, CFI]]></dc:creator>
		<pubDate>Tue, 14 Apr 2020 10:05:36 +0000</pubDate>
				<category><![CDATA[Interview Strategies]]></category>
		<category><![CDATA[Police Interviewing]]></category>
		<guid isPermaLink="false">https://www.w-z.com/?p=9919</guid>

					<description><![CDATA[<p>Human beings have limited mental resources, and only one information source (the question) can be fully attended to at any single time. The interviewer should be strategic in his or her method and order of questioning.</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2020/04/14/purposeful-questioning/">Purposeful Questioning</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p>Think back to the first memory that you can clearly recall. After reflection, depending upon your age, mentally follow the many stages of your life. Progress from childhood, adolescence, to adulthood. During that period of time, how many people have you met? How many friends have you made? How many events have you attended? How many difficulties have you encountered? And how many times have you been very happy? Many of these periods of your life are lying dormant. They, along with billions of other pieces of information are stored somewhere in your memory, only to be recalled when an appropriate question, emotion, or situation triggers a response.</p>
<p>As powerful as the human brain is, there are some constraints to our ability to encode, store, and retrieve incoming information. <span style="color: #3366ff;"><em>Generally speaking, people can fully concentrate on only one information source at a time.</em> </span>If operating an automobile, searching for an address, how often does the driver turn the sound off on the car radio when proceeding down the street? Because of our limited mental resources, the driver is attempting to focus on the task at hand by limiting the amount of incoming information sources.</p>
<p>Also, had the reader ever been in a situation where he or she was watching an exciting sporting event on television, only to be interrupted by a family member wanting to discuss family finances? To be tactful, had the listener attempted to distribute attention to both information sources? If so, valuable information was most likely lost from both television and family member.</p>
<p>An individual has to choose one information source over another if he or she wants to fully comprehend a message. In the family finance situation mentioned above, the financial conversation will have to be postponed to a more appropriate time, or the person watching television will have to turn the television off to fully concentrate on the financial conversation.</p>
<p>This author now wants to divert the reader’s attention to the world of <strong><span style="color: #3366ff;">investigative interviewing</span></strong>. Now that we, as interviewers, are aware that our mental resources are limited, our interviewing goal should be the collection of the most amount of truthful, informative, and relevant information before a person interviewed tires and his or her mental effort to accurately recall is diminished. Anyone who spent an entire night cramming for an upcoming examination understands that a point is reached where mental stress causes a person to lose their ability to think clearly. The individual’s head literally aches. He or she is unable to add any additional information to memory and may even loose the ability to recall information previously learned.</p>
<p><a href="https://www.ncjrs.gov/App/Publications/abstract.aspx?ID=140158">Ronald P. Fisher and R. Edward Geiselman</a> have developed two principles that address this dilemma. They are referred to as <strong>The Principle of Detail</strong> and <strong>The Principle of Momentum</strong>.</p>
<h3>The Principle of Detail</h3>
<p>Human beings have limited mental resources, and only one information source (<span style="color: #3366ff;"><em>the question</em></span>) can be fully attended to at any single time. The interviewer should be strategic in his or her method and order of questioning.</p>
<p>The first question asked should be open-ended in order to draw the most amount of relevant information needed from the individual in relation to the topic of conversation.</p>
<p>The interviewer should also understand that because the individual is focusing on responding to the question asked, a mental image is drawn into consciousness in response to that specific question. All other pertinent information is in the subject’s subconscious memory. It may be available when an emotion is triggered or a relevant question is asked, but is currently dormant. This suggests that more informative information, directly related to the question asked, may be available, but is not currently in the subject’s conscious mind.</p>
<p style="padding-left: 30px;"><span style="color: #3366ff;"><em>For example:</em> </span>If the subject of the interview is asked to describe his or her memory of the frontal view of an armed robber, the subject of the interview may draw a mental image of the offender’s frontal view and describe the offender. If the interviewer follows-up with a question about the offender having any writing or design on the back of his shirt, the person interviewed first checks to see if the question may be answered by the mental image (frontal view) currently in consciousness. If the current memory in consciousness does not contain the requested information, the person interviewed either discards the current memory image in their mind and searches through his or her entire memory for an appropriate response. The person interviewed may also respond, “I don’t know.&#8221;</p>
<p style="padding-left: 30px;">This (<span style="color: #3366ff;"><em>I don’t know</em></span>) may or may not be an intentional attempt to deceive. It may only mean the requested information (<span style="color: #3366ff;"><em>writing or design on the back of the subject’s shirt)</em></span> was not currently available in the subject’s current conscious memory image and a further search through memory was not conducted.</p>
<p>Humans have limited mental resources. The interviewer must be aware that the subject of an interview can fully concentrate on only one information source at a time. This one information source is the interviewer’s question. As a result, more valuable information, pertaining to the question, may be available but not accessed.</p>
<h3>The Principle of Momentum</h3>
<p>The Principle of Momentum takes into account that humans have a finite amount of mental resources. Because it takes mental effort to repeatedly recall past events, interviewers should limit the number of times a person interviewed should draw the same mental image of memory into consciousness. The Principle of Momentum suggests that once a question is asked by the interviewer, all relevant information pertaining to that mental image of memory should be completely exhausted before moving on to a different mental image of memory. The interviewer should be extremely selective regarding the choice of questions and order of their questioning. The first questions asked should be designed to obtain the most amount of relevant and informative information available, from the subject’s memory, to satisfy the interviewer’s organizational and legal needs.</p>
<p>It should be noted that, in some circumstances, a person interviewed may initiate a return to a mental image previously exhausted. In such a case, the interviewer should return to that memory and, again, exhaust all relevant information before moving on to another mental image.</p>
<p>In summary, investigators should have a purpose in their choice and order of questions used during their interviews. The subject of their interview has limited mental resources and will eventually tire of repeated searches through memory.</p>
<h3>Key Takeaways</h3>
<h4>The interviewer should be aware that the person interviewed, in response to a question, first checks to see if the question can be answered by the mental image currently in their consciousness. Consequently, the person interviewed may possess more information than provided in the interview <span style="color: #3366ff;"><em>(Principle of Detail.)</em></span></h4>
<h4>Investigators should also be aware that once a question is asked and a mental image of a specific memory is drawn into consciousness, that mental image should be completely exhausted of inquiries before moving on to another question and mental image&nbsp;<span style="color: #3366ff;"><em>(Principle of Momentum).&nbsp;</em></span></h4>
<p>&nbsp;</p>
<p>The post <a rel="nofollow" href="https://www.w-z.com/2020/04/14/purposeful-questioning/">Purposeful Questioning</a> appeared first on <a rel="nofollow" href="https://www.w-z.com">Wicklander-Zulawski</a>.</p>
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