behavioral interviewing techniques

6-1 © 2007 Pearson Education, Inc. Upper Saddle River, NJ 07458

Smart Talk: Contemporary Interviewing and Interrogation By Denise Kindschi Gosselin

Behavioral Interviewing Techniques

Chapter 6

Smart Talk: Contemporary Interviewing and InterrogationBy Denise Kindschi Gosselin

© 2007 Pearson Education, Inc.Upper Saddle River, NJ 07458

6-2

Behavioral Interviewing

Application of communication theory and patterns of behavior to guide the interview process



6-3

Behavior Learning Model Approximately

99 percent of the stimuli to the brain are received unconsciously

About 80 percent of this is taken in by the eyes



6-4

Neuro-linguistic Programming “Neuro” refers to the brain

Behavior originates from the five senses

“Linguistics,” the way that we communicate both verbally and non-verbally Follows the paths provided in the

brain



6-5

Neuro-linguistic Programming “Programming” refers to the unique

way that humans manipulate the signals and convert them into useful information Influenced by experience and

behaviors



6-6

Facial Coding

The facial coding system (FACS) is a comprehensive, anatomically based method of measuring all visually discernible facial movement



6-7

Facial Expressions

Five universal expressions are controlled by the autonomic nervous system

Anger, fear, disgust, sadness, and enjoyment

Embarrassment has been identified

Gaze down, smile, head turn or face touch, and then lip press



6-8

The Future

Computer software has been developed for face recognition and coding of expressions



6-9

Sensatory Verbal Communication

Visual Auditory Kinesthetic We all have a predominant sense, either

sight or sound or touch, known as being visual, auditory, or kinesthetic



6-10

Visual Thought Process Persons The majority of the population are

visual processors. The principal values of the visual

modality are dynamism and perfection. Hand and arms moving near their

neck level when they are talking is common



6-11

Verbal Examples of the Visual Thought Process Do I have to draw you a picture? I don’t see why I am here, you are

looking at the wrong guy! Look at it this way. I see what you mean!



6-12

Auditory Thought Process Persons Approximately 20% of the

population are auditory. They are impacted by what they

hear. They are the great speakers,

singers, and musicians. They tend to speak moderately and

rhythmically. Moderate your vocal rate and breathe deeply to communicate with this personality.



6-13

Verbal Examples of the Auditory Thought Process I hear what you are saying. Listen to this! Tell me what you mean! Aren’t you listening to me?



6-14

Kinesthetic Thought Process Persons A small percentage of the population They feel what they are thinking Impacted by emotions and feelings,

not necessarily facts or charts Note if their gaze is frequently down

and their breathing is slow and deep. Slow down and be particularly calm to communicate with this personality.



6-15

Verbal Examples of the Kinesthetic Thought Process I feel your pain. I know what you are going through,

how you feel. How can you not feel it? I feel just terrible!



6-16

Eye Movement

Everyone processes in all three modes, but develops a dominant pattern of response Establish a baseline for the subject Watch the direction of the subject’s

eyes in response to visual, auditory, or kinesthetic terms during a rapport building phase



6-17

Visual Modality

You will notice that they access visual representations by looking up very often when they are talking.



6-18

Visual ModalityEye Accessing Cues Eyes straight ahead and

defocused — probably remembered/recall

Eyes up and left — recall things the person has seen before

Eyes up and right — things the person creates in the mind, the image is new



6-19

Visual Modality Voice Cues

Tend to speak quickly — paint word pictures

Tend to breathe high in their chests

Voice quality high-pitched, nasal, strained



6-20

Visual Modality Behavior Accessing Cues They

communicate by gesturing up with their hands

Tend to stand erect with their shoulders more or less straight across



6-21

Auditory ModalityEye Accessing Cues

You will notice that he often accesses auditory mental representations by looking side to side when speaking or thinking about things.



6-22

Auditory ModalityEye Movement Eyes sideways and right —

auditory construct/create Eyes sideways and left — person

remembers/recalls Eyes down and left — auditory

digital or self-talk



6-23

Auditory ModalityVoice Accessing Cues Tend to be selective about words

they use Breathe evenly from the

diaphragm or whole chest More resonant voices Speech slower, rhythmic, and

measured



6-24

Auditory Modality Behavior Person’s head

balanced or cocked to the side

Hands/arms move below the shoulder level — point to their ear(s) when asked to explain something



6-25

Kinesthetic ModalityEye Accessing Cues You will notice that they

access visual representations by looking down very often when they are talking.

Eyes down and right — touch, feelings, tactile sensations, muscle movements, emotions



6-26

Kinesthetic ModalityBehavior Cues Person’s head down, neck and

shoulders relaxed Person’s hands/arms movement

lower near stomach level — usually slower and more deliberate than other two groups

React, primarily to feelings



6-27

Kinesthetic ModalityVoice Accessing Cues Tend to speak slowest of all Deep breathing low in stomach Low, deep tonality



6-28

Limitations and Differences Some people’s eye movements will be

reversed from the normal pattern Occurs with “true” left-handed persons

Men tend to look more consistently in one direction

Women show more of a mix; could be that cerebral organization may be more lateralized in men than women. Women tend to scan.



6-29

Emotions and Observable Behaviors Emotions can’t be called forth on

command or terminated simply by choice

Do not rely on expressive characteristics alone to determine guilt or innocence



6-30

Reliable Facial Expressions — Lips Corners go down =

sadness, sorrow, or grief

Thinner and less visible = anger



6-31

Reliable Facial Expressions — Lips Angling up at the corners =

contempt Lower lip pushed by the chin

muscle and the corners tightened or down without any evidence of the muscle around the eyes tightening = miserable smile



6-32

Reliable Facial Expressions — Eyes Smiling face with lower eyelids

straight across, covering part of the iris of the eye and wrinkles below the eye disappear = wariness, guardedness, or anger



6-33

Reliable Facial Expressions — Eyebrows Center forehead muscles wrinkling

and inner corners of the eyebrow typically pulled upward = sadness, grief, or distress

Eyebrows raised and pulled together = fear, worry, or concentration



6-34

False Emotions Signaled by Expression Crooked expression, particularly

more visible on the left side of the face is not felt

Expressions of long duration are likely false

False smile will not be accompanied by involvement of the eye muscles



6-35

Possible Indications of Deceit — Eyes Increased blinking = emotional

arousal such as excitement, anger, or fear

Eyelids tend to close longer than a normal blink = hears something they disagree with

Pupils dilate = emotional arousal such as excitement, anger, or fear



6-36

Possible Indications of Deceit — Face Face blushing = embarrassment or

shame Face turning red = anger



6-37

Establishing Authority Authority stances = hands on hips, feet

spread apart Clothing must be professional attire or

clean uniform Don’t wear obviously cheap trappings

such as string-bead bracelets Cruiser must be clean and polished



6-38

Qualifiers Qualifier is a word that modifies or

limits the meaning of the phrase Using “it” to refer to victim or

perpetrator Used to soften the image, lessen

guilt, or describe an imaginary situation



6-39

Hedging

Hedging is a lack of commitment to the statement Example: “I think …”



6-40

Emblems

Emblems are gestures that are often unconscious Head shaking “yes” or “no”



6-41

Manipulators

Manipulators are poor indicators of deceit Lip biting and lip sucking



6-42

Physiological Changes

Look for physiological changes which are difficult to control Changes in skin color, voice tone,

breathing rate



6-43

Detecting Deceit No gesture, facial expression, or

muscle twitch by itself means a person is lying

The polygraph only measures arousal of emotion, not which emotion is felt

Absence of a sign of deceit is not evidence of truth



6-44

Detecting Deceit Make comparisons between

suspect’s usual behavior and when under suspicion

The person may feel and exhibit an emotion about being suspected of lying

Discount the sign of the emotion as a clue to deceit if suspect is likely to have the feeling when truthful

behavioral interviewing techniques

Documents