INTERVIEW THEORY AND APPLICATION Flashcards
Before embarking on an interview, the examiner should___
review the case file to ensure that:
- it does not contain important information that has been overlooked;
- information is known to the witness
Generally, the ___should be interviewed before the
more reluctant witnesses.
most vulnerable witness
A good interview is ___ in scope.
objective. It should be aimed at gathering information in a fair and impartial manner.
The respondent must understand that the interviewer is attempting to obtain only the
relevant facts and is not “out to get” someone. This can best be done by___
phrasing questions in a nonaccusatory manner.
The interviewer can ask five general types of questions:
introductory, informational, assessment, closing, and admission-seeking
In routine interview situations, where the object
is to gather information from neutral or corroborative witnesses, only three of the five types will normally be asked:
introductory, informational, and closing questions.
If the interviewer has reasonable cause to believe the respondent is not being truthful
assessment questions can be asked
Finally, if the interviewer decides with reasonable cause that the respondent is responsible for misdeeds
admission-seeking questions can be posed
Introductory questions are used by the interviewer for two primary purposes:
to provide an introduction, and to get the respondent to verbally agree to cooperate in the interview
There are essentially three types of Informational Questions that can be asked:
open, closed, and leading
Closing Questions
are asked at closing for the purposes of reconfirming the facts, obtaining previously undiscovered information, seeking new evidence, and maintaining goodwill
Assessment Questions
are questions specifically designed to establish the
respondent’s credibility.
Admission-Seeking Questions
are reserved specifically for individuals whose culpability is reasonably certain. Admission-seeking questions are posed in an exact order designed to (1) clear an innocent person or (2) encourage the culpable person to confess.
Elements of Conversations
Expression Persuasion Therapy Ritual Information Exchange
An ____ is any social-psychological barrier that impedes the flow of relevant information by making the respondent unable or unwilling to provide the
information to the interviewer
inhibitor
Competing Demands for Time
The respondent might hesitate to begin an interview because of other time demands. The subject does not necessarily place a negative value on being interviewed, but weighs the value of being interviewed against doing something else. The successful interviewer must convince the respondent that the interview is a good use of time.
Ego Threat
The respondent in some cases might withhold information because of a perceived threat to his self-esteem. There are three broad categories of ego threats: repression, disapproval, and loss of status.
Repression
The strongest ego threat is repression. espondents might not only refuse to admit information to the interviewer, they might also refuse to admit the information inwardly. They are being honest when answering that they do not know or that they have forgotten. Embezzlers, for example, might repress memory of the act because it does not conform to
their moral code.
Disapproval
A less intense but more common effect of ego threat is found when respondents possess
information but are hesitant to admit it because they anticipate disapproval from the
interviewer. If respondents are made to feel that the interviewer will not condemn them, they might welcome the opportunity to divulge information. A generally accepting and sympathetic attitude toward the respondent goes far toward eliciting candid responses.
Loss of Status
Sometimes respondents fear losing status if the information provided becomes public. This can sometimes be overcome by the interviewer’s assurance that the information will be handled confidentially.
Etiquette
The etiquette barrier operates when an answer to the interviewer’s question contains information perceived by the respondent as inappropriate. Answering candidly would be considered in poor taste or evidence of a lack of proper etiquette. The desire to avoid embarrassing, shocking, or threatening answers is distinct from the fear of exposing oneself. Often, the negative effects of the etiquette barrier might be forestalled by selecting the appropriate interviewer and setting for the interview.
Trauma
Trauma denotes an acutely unpleasant feeling associated with crisis experiences. The
unpleasant feeling is often brought to the surface when the respondent is reporting the experience. Trauma is common when talking to victims, and can usually be overcome by sensitive handling of the issue.
Forgetting
A frequent inhibitor to communication is the respondent’s inability to recall certain types of
information. This is not a problem if the objectives of the interview deal only with current attitudes, beliefs, or expectations. The natural fading of the memory over time makes it easier for the ego-defence system to reconstruct one’s own image of the past by omission, addition, or distortion.
The memory problem is a much more frequent obstacle than is generally expected by
interviewers. Even some of the most simple and obvious facts cannot be elicited because of
the respondent’s memory problems. There are three factors that contribute to recollection of an event.
First, the vividness of the person’s recall is related to the event’s original emotional impact, its meaningfulness at the time, and the degree to which the person’s ego is involved. A second factor is the amount of time that has elapsed since the event. Third is the nature of the interview situation, including the interviewer’s techniques and tactics.
Chronological Confusion
This term refers to the respondent’s tendency to confuse the order of experiences and can occur in two ways: two or more events might be correctly recalled, but the respondent is unsure of the sequence, or only one event might be recalled, and it is incorrectly assumed to have been true at an earlier point.
Inferential Confusion
denotes confusion and inaccuracies resulting from errors of inference. These errors generally fall into two categories: induction or deduction
Induction occurs when
the respondent is asked to convert concrete experiences into a higher level of generalization
Deduction occurs when
the respondent is asked to give concrete examples of certain categories of experience.
Unconscious Behaviour
Often the interview process reveals information about a person’s unconscious behaviour.
There are three types of unconscious behaviour: customs or habits, circular reactions, and
reactions to acute emotional crises.
A custom or habit is
a settled tendency or usual pattern of behaviour; it is the behaviour that an individual engages in regularly
A circular reaction is
the immediate, unwitting response of one person to the subliminal, nonverbal clues of another
A response to an acute emotional crisis
does not follow a habitual pattern or result from a
reaction to others. It arises only in special circumstances when the interviewee is
experiencing an emotional dilemma.
Facilitators of communication
are those social-psychological forces that make conversations, including interviews, easier to accomplish
Fulfilling Expectations
In the interview setting, the interviewer communicates expectations to the respondent. The
interviewer should be able to transmit both a general expectation of co-operation and a more specific expectation that the respondent will answer the questions truthfully.The interviewer must clearly distinguish between asking for information and expecting it. The former is mainly achieved with verbal communication, while the latter is accomplished through nonverbal behaviour. The interviewer who expects the respondent to co-operate will likely
be more successful than one who only asks questions.
Recognition
All human beings need the recognition and the esteem of others. Social interaction often depends on an exchange of social goods. People will “perform” in exchange for recognition and other social rewards. The need for recognition can be fulfilled by attention from people outside the individual’s social circle. The skilful and insightful interviewer takes advantage of every opportunity to give the respondent sincere recognition.
Altruistic Appeals
here seems to be a need for humans to identify with some higher value or cause beyond immediate self-interest. This might sometimes take the form of identification with the objectives of a larger group. Altruistic deeds usually increase self-esteem whether or not the deeds have been made public. This distinguishes altruism from publicity. Altruism is of major importance in motivating many respondents. Interviewers who understand the
respondent’s value system can use strategy and techniques that appeal to altruism.
Sympathetic Understanding
Human beings need the sympathetic response of others. They like to share their joys, fears,
successes, and failures. This need for understanding differs from the need for recognition
that requires success and increased status. Interviewers who reflect a sympathetic attitude
and who know how to direct that attitude toward the objectives of the interview will find their percentages of success much higher than those who do not.
New Experience
People welcome new experiences. Although variety might not be the only spice of life,
escape from the dreary routine is sought by everyone. Sometimes the respondent is
motivated by curiosity regarding the interviewer. Interviewers should consider this when
deciding what to say about themselves. One must not assume that just because an interview
is a new experience, it will satisfy the respondent’s needs. Aspects of the respondent’s
perception of the new experience can be ego-threatening. The respondent might be anxious
about the impression left with the interviewer. This apprehensiveness can often be detected
by the interviewer at the beginning of the contact. Once these fears are dispelled, the
respondent frequently finds the interview a new and interesting experience.
Catharsis
Catharsis is the process by which a person obtains a release from unpleasant emotional
tensions by talking about the source of these tensions. We often feel better by talking about
something that upsets us. Although we are all familiar with the frequent necessity for
catharsis in ourselves, we do not always perceive the same need in others. The need for
sympathetic understanding and the need for catharsis are related, but they are not the same
thing. The interviewer, who does not have time to listen to what he considers inconsequential or egocentric talk, will often find the respondent unwilling to share important consequences.
Need for Meaning
Another general trait common to people is the need for meaning. Every society has a set of
assumptions, values, explanations, and myths lending order to the society. The concept of need for meaning is related to cognitive dissonance. Psychological tension is created when an individual becomes aware of incongruence of facts, assumptions, and interpretations. This tension is painful and its reduction is rewarding to the individual. In cases where the interview topic deals directly with the sources disturbing a person’s system of meaning, there is a strong motivation for the respondent to talk it through, if he is convinced of the interviewer’s interest.
Extrinsic Rewards
Extrinsic rewards are rewards the interviewee receives that are not directly related to the
interview experience, and they cause the respondent to see the interview as a means to an
end. Extrinsic rewards for interviewees can include money, job advancement, and retention of privileges. What is irrelevant to the interviewer might not be to the respondent. A sensitive interviewer will be able to recognize what extrinsic rewards the respondent receives, if any, from being interviewed.
Introductory Questions Provide the Introduction
Obviously, the interviewer must introduce himself before the interview commences. The interviewer should generally indicate his name and company, avoiding titles. This is not always the case, but the more informal the interview, generally the more relaxed the respondent.
Introductory Questions Establish Rapport
Webster’s defines rapport as a “relation marked by harmony, conformity, accord, or affinity.” In other words, there must be some common ground established before questioning begins.
This is usually accomplished by the interviewer spending a few minutes with the respondent
in “small talk.” This aspect, however, should not be overdone. Most people are aware that the interviewer is there for a meaningful purpose and not to chitchat.
Introductory Questions Establish the Interview Theme
The interviewer must state the purpose of the interview in some way prior to the
commencement of serious questioning. Otherwise, the respondent might be confused, threatened, or overly cautious. Stating the purpose of the interview is known as establishing the interview theme.
Introductory Questions Observe Reactions
This is done by first posing nonsensitive questions while establishing rapport. During this phase, the interviewer attempts to find some common ground on which to connect with the respondent. After the interviewer establishes rapport through normal conversation, the respondent’s reactions are observed. This will serve as a baseline for observing behaviour when more sensitive questions are asked. If the respondent’s verbal and nonverbal
behaviour are inconsistent from one type of question to another, the interviewer will attempt to determine why.
Theme Development
The goal of the theme is to get the respondent to assist in the interview. Generally, the most
effective interview theme is that help is being sought.In most interviews, the interviewer should approach the respondent so that person is made
to feel important in helping out. During this phase of the interview, the respondent must not
feel threatened in any way.
Physical Contact
Make physical contact with the person being interviewed by shaking hands. The interviewer should not invade the respondent’s personal space The interviewer uses body language to create the impression of trust during the interview by gesturing openly with the arms, clasping hands together, and leaning forward in a manner to
indicate interest
Establish the Purpose of Interview
The reason or purpose of the interview should be general and not specific. The specific interview purpose will be conveyed to the respondent later. The stated purpose of the interview should be one that is logical for the respondent to accept and easy for the interviewer to explain. Normally, the
more general, the better.
Don’t Interview More than One Person
One of the basic rules is to question only one person at a time. The testimony of one
respondent will invariably influence the testimony of another.
Privacy
Another basic rule is to conduct interviews under conditions of privacy. The interview is best conducted out of the sight and sound of friends, relatives, or fellow employees. People are very reluctant to furnish information within the hearing of others.
Ask Nonsensitive Questions
Sensitive questions should be scrupulously avoided until well into the interview. And then such questions should be asked only after careful deliberation and planning. During the
introductory phase, emotive words of all types should be avoided. Such words put people on
the defensive, and they are more reluctant to answer and to cooperate.
Get a Commitment for Assistance
The interviewer should ask for the commitment before the interview commences, and should encourage the respondent to voice that “yes” aloud. If the interviewer encounters silence the first time, the question should be repeated in a slightly different way until the respondent verbalises commitment.
Establish Transitional Statement
used to provide a legitimate basis for the inquiry and to explain to respondents how they fit into the inquiry.
Seek Continuous Agreement
Throughout the interview process—from the introduction to the close—the interviewer
should attempt to phrase questions so that they can be answered “yes.” It is easier for people
to reply in the affirmative than the negative.
Do Not Invade Body Space
During the introductory part of the interview, the interviewer generally should remain at a
distance of four to six feet. Do not invade the personal zone (closer than about three feet)
Types of Informational Questions
Open Questions
The typical open question calls for a
monologue response that can be answered in several different ways. During the information
phase of the interview, the interviewer should endeavour to ask primarily open questions
that stimulate conversation. Some of the best open questions are subtle commands.
Types of Informational Questions
Closed Questions
Closed questions are those that require a precise answer: usually “yes” or “no.” Closed
questions also deal with specifics, such as amounts, dates, and times. As far as possible,
closed questions should be avoided in the informational part of the interview. They are used
extensively in closing questions.
Types of Informational Questions
Leading Questions
Leading questions contain the answer as a part of the question. Most commonly, they are
used to confirm facts already known. This type of question gives the subject much less room
to manoeuvre than an open or closed question because they direct the subject to answer in a
particular way. Leading questions imply that the interviewer already knows the answer,
asking the subject to confirm what is already known, and they can be particularly effective in
interview situations.
Types of Informational Questions
Double-Negative Questions
Questions or statements containing double-negatives are confusing and often suggest an
answer opposite to the correct one. They should not be used.
Types of Informational Questions
Complex Questions
Complex questions and statements are too complicated to be easily understood, cover more
than one subject or topic, require more than one answer, and/or require a complicated
answer. They should be avoided.
Types of Informational Questions Attitude Questions
The attitude of the interviewer can be conveyed by the structure of the question or statement, and by the manner in which the question is asked. It is always a good idea, however, to ask a question for which you know beforehand that the answer will be “yes.”
As a general rule, questioning should proceed from
the general to the specific
Controlled answer techniques or statements
might be used to stimulate a desired answer or
impression. These techniques direct the interview toward a specific point.
Free Narratives
an orderly, continuous account of an event or incident, given with or without prompting. It is used to get a quick résumé of what is known about a matter. Be sure to designate specifically the occurrence that you wish to discuss.
Below are suggestions to improve the quality of the interview during the information-
gathering phase.
• Begin by asking questions that are not likely to cause the respondent to become
defensive or hostile.
• Ask the questions in a manner that will develop the facts in the order of their occurrence, or in some other systematic order.
• Ask only one question at a time, and frame the question so that only one answer is required.
• Ask straightforward and frank questions; generally avoid shrewd approaches.
• Give the respondent ample time to answer; do not rush.
• Try to help the respondent remember, but do not suggest answers; and be careful not to imply any particular answer by facial expressions, gestures, methods of asking questions, or types of questions asked.
• Repeat or rephrase questions, if necessary, to get the desired facts.
• Be sure you understand the answers, and if they are not perfectly clear, have the respondent interpret them at the time instead of asking for more explanation later.
• Give the respondent an opportunity to qualify his answers.
• Separate facts from inferences.
• Have the respondent give comparisons by percentages, fractions, estimates of time and
distance, and other such comparisons to ascertain accuracy.
• Get all of the facts; almost every respondent can give you information beyond what was
initially provided.
• After the respondent has given a narrative account, ask questions about every item that
has been discussed.
• Upon conclusion of the direct questioning, ask the respondent to summarise the
information given. Then summarise the facts as you understand them, and have the respondent verify that these conclusions are correct.
Note Taking
The interviewer will frequently need to take notes during the interview. Start each interview
on a separate sheet of paper. This procedure can be especially helpful should documents
from a particular interview be subpoenaed. Do not try to write down all the information you
are given during an interview, only the pertinent facts. Taking too many notes will make the
interview process cumbersome and might inhibit the respondent. If a quote is particularly
relevant, try to write it down verbatim. Enclose all direct quotes in quotation marks.Do not slow down the interview process for note taking. Instead, jot down key words or
phrases, and then go back over the details at the end of the interview. In general, it is better
to err on the side of taking too few notes rather than too many
Maintain Eye Contact
The interviewer should maintain eye contact with the respondent as much as possible during
note taking. Just as eye contact personalises all human communication, it creates a more
comfortable environment and facilitates the flow of information during the interview
process.
Opinions
Avoid making notes regarding your overall opinions or impressions of a witness. Such notes
can cause you problems with your credibility if they are later produced in court. Be careful
not to show excitement when taking notes. During interviews of targets and adverse
witnesses, take notes in a manner that does not indicate the significance of the information;
that is, never allow note taking to “telegraph” your emotions.
Writing Down Questions
Whenever possible, do not write down a list of interview questions. Let the interview flow
freely. Inadvertently allowing the respondent to read a written list of questions can provide
an opportunity to fabricate an answer. However, writing down key points the interviewer
wants to discuss might be appropriate.
Documenting Results
Expound the notes from the results of questioning as soon as possible after concluding the
interview—preferably immediately afterward. If this procedure is followed, the examiner will
not have to take copious notes during the interview.
Observing Interview Reactions
The interviewer must be knowledgeable about the behaviour of individuals during the interview situation. Most nonverbal clues to behaviour fall within one of the following categories: proxemics, chronemics, kinetics, or paralinguistics.
Proxemic communication is
the use of interpersonal space to convey meaning