interviewing & elicitation techniques
DESCRIPTION
Learn how to improve your primary collection skills especially interviewing and elicitation techniques. Presented by Ellen Naylor of Business Intelligence Source, Sep 2012 @DC SCIP meeting. @EllenNaylor www.linkedin.com/in/ellennaylorcoloradoTRANSCRIPT
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Primary Intelligence Collection:
Interviewing & Elicitation
Ellen Naylor
Business Intelligence Source
+1-303-838-4545 (USA)
www.thebisource.com
http://cooperativeintelligenceblog.com
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Interviewing
“The next best thing to knowing all about
your own business is to know all about the
other fellow’s business.”
John D. Rockefeller
Sep 2012 ©The Business Intelligence Source Inc
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Interviewing
Obtain what you want from someone who probably
has the answer,
Who knows WHO you are and probably WHY you
want it
Sep 2012 ©The Business Intelligence Source Inc
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Planning
• Formulate Relevant Questions
• What’s Your Relationship with the Target?
• Re-word Questions to Motivate Sharing
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Relationship with Target
• Attitude about information sharing?
• What have they shared before?
• Where comfortable sharing?
• Why share more?
• Cold Call?
• What will you share?
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Practical Motivators
• Profession
• Politics
• Personal Issues
• Personal
• Predisposition
• Emotional Intelligence
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Dominant
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Influencer
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Steady/Amicable
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Conscientious
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Re-word Questions to Motivate
Minimize Ego Threat
• Start with broad/open ended questions
• Hypothetical questions
• Indirect questions/statements
• Narrow questions
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Listen for the Hints or Cues
• Be patient, alert
• Judge target’s emotional state
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Lay Aside Pre-Conceived Notions
• Failure to Listen
– Biased expectations
– Desire for self-expression
– Performance anxiety
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Observe Target’s Visual Response
Visual cues indicate emotions
– Intentional body language
– Involuntary body language
Involuntary Validity of response
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Leakage
• When words & visual cues don’t match up
• When Visual cues don’t match up
Change the subject
Probe more deeply
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Elicitation: Definition
• Conversation that compels people to
voluntarily tell you things without you
asking
• Involves planned, conversational
interaction to gather the data needed.
• Conversation flows without raising that
person’s concern about what he told you.
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Remember Questions Better
• Who is s/he?
• Why are they asking?
• What’s in it for me to share x, y or z?
• How shall I respond?
• How will s/he use what I say?
• How much should I share?
• Or should I share at all?
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Elicitor Skills
• Natural gift for making friends
• Good listener
• Establish rapport well
• Practical psychological insight
• Broad general knowledge
• Good memory
• Two level listener
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Elicitation: “Planned Conversation”
• Your personality
• Your target’s personality
• Desired outcomes?
• What steps to take?
• Builds on what you know
• The right conversational points: timely
• Conversation is interesting to target
• Builds on human tendencies
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Human Characteristics in Elicitation
• Desire to be recognized, appreciated
• Curiosity, Gossip, Complain
• Show off/share confidences w/other professionals
• Occupational hazards: advising, teaching, correcting challenging
• Self-effacement – downplay accomplishments
• Habit to correct others
• Prove someone else wrong
• Over-talking when overly emotional
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The Conversational Hourglass
Customer Knowledge
Personal, profession
What’s worked before
Expertise, knowledge
Intended
Outcome
Your favorite
Techniques
Elements StylePre-selected Questions
about general topics
Innocuous and
non-threatening
Stacking of Elicitation TechniquesTest generalizations and
presumptions about human
factors in elicitation
Attention on details of
information being provided
Pre-selected questions
on other general topics
Note signals from Target
e.g. discomfort or comfort
Pleasant and
Non-confrontational
Macro Topics
Macro Topics
Micro
Topic
Paraphrased from Confidential by John Nolan, p. 28
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Expression of Mutual Interest
• Often lowers defenses, and opens up
conversation
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Provocative Statement
• Used to engender a question in response,
and usually sets up another elicitation
technique
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Simple Flattery
Often coaxes a person into conversation
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Naïve Mentality
• Causes knowledgeable people to instruct
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Opposing Stand
• Purposely take the opposite stand
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Unbelieving Attitude
Denial of the obvious leads to enlightenment!
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Quid pro Quo
• I’ll share if you’ll share
• Gesture of good faith and openness
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Purposefully Erroneous Statement
• Deliberate false statements cause the
knowledgeable person to correct you
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Oblique References
• Comments made indirectly, in either a
positive or negative light, which generate
either defense or criticism
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Exploit the Instinct to Complain
• Indirectly criticize an individual or an
institution or industry expert
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Bracketing Techniques
• Start broader, and get narrower
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Silence
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“I've learned that people will
forget what you said,
people will forget what you did,
but people will never forget
how you made them feel.”
Dr. Maya Angelou
Sep 2012 ©The Business Intelligence Source Inc
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Ellen Naylor
+1.303.838.4545
www.thebisource.com
http://cooperativeintelligenceblog.comhttp://twitter.com/EllenNaylorwww.linkedin.com/in/ellennaylorcolorado