| Preface |
|
xi | |
| Introduction: Cultural Differences, Power Dynamics, and the Art of Interviewing |
|
xix | |
|
|
|
Chapter 1 Interviews in Everyday Life |
|
|
1 | (14) |
|
Two People Meet for the First Time |
|
|
2 | (2) |
|
|
|
3 | (1) |
|
A Manager Meets with a Subordinate |
|
|
4 | (1) |
|
Draw the Person Interviewed into Narrative Mode |
|
|
5 | (2) |
|
Getting Information from Subordinates |
|
|
5 | (1) |
|
Getting Information from Supervisors |
|
|
6 | (1) |
|
|
|
7 | (2) |
|
Make a Concerted Effort to Establish Initial Rapport |
|
|
7 | (2) |
|
A Chairperson Addresses a Board of Directors |
|
|
9 | (1) |
|
A Spouse Returns Home from a Long Day at Work |
|
|
10 | (2) |
|
Benefits of Successful Interviewing |
|
|
12 | (3) |
|
Chapter 2 The Art of the Interview |
|
|
15 | (6) |
|
Interviewing Is an Art Form |
|
|
15 | (2) |
|
Beware the "Expert" System |
|
|
17 | (2) |
|
|
|
19 | (2) |
|
Chapter 3 General Principles |
|
|
21 | (18) |
|
The Need to Treat Different People Differently |
|
|
21 | (1) |
|
It's Hard to Lie Consistently |
|
|
22 | (3) |
|
Recognize Internal Inconsistencies |
|
|
25 | (1) |
|
Creating Order in the Interview |
|
|
26 | (4) |
|
|
|
26 | (2) |
|
|
|
28 | (1) |
|
|
|
29 | (1) |
|
Be Confident---But Not Overconfident |
|
|
30 | (1) |
|
|
|
31 | (1) |
|
|
|
32 | (2) |
|
|
|
34 | (1) |
|
Disclose as Little Information as Possible |
|
|
35 | (1) |
|
Exploit the Subject's Need to Be Flattered |
|
|
36 | (1) |
|
Controlling the Interview: A Summary |
|
|
37 | (2) |
|
Chapter 4 The Interviewer |
|
|
39 | (20) |
|
The Need to Learn Continually |
|
|
39 | (1) |
|
|
|
40 | (1) |
|
|
|
41 | (1) |
|
|
|
41 | (1) |
|
Prejudice Blocks the Truth |
|
|
42 | (1) |
|
The Interviewer Who Is Not Objective Has Failed Before the Interview Begins |
|
|
43 | (1) |
|
Demeanor of the Interviewer: Always Remain Calm |
|
|
44 | (1) |
|
|
|
44 | (1) |
|
Have Faith in Your Abilities and in the Process |
|
|
45 | (1) |
|
The Effective Interviewer |
|
|
45 | (1) |
|
Qualifications of an Interviewer |
|
|
46 | (2) |
|
The Interview Is a Sales Presentation |
|
|
48 | (1) |
|
Salesmanship for the Professional Interviewer |
|
|
48 | (4) |
|
Sell Yourself Thoroughly on Your Product |
|
|
48 | (1) |
|
|
|
49 | (1) |
|
|
|
49 | (1) |
|
Compliment the "Customer" |
|
|
50 | (1) |
|
Cultivate the Right Attitude |
|
|
51 | (1) |
|
|
|
52 | (1) |
|
Six Key Interview Questions |
|
|
53 | (3) |
|
|
|
53 | (1) |
|
|
|
54 | (1) |
|
|
|
55 | (1) |
|
|
|
55 | (1) |
|
|
|
55 | (1) |
|
|
|
56 | (1) |
|
Other Ways of Getting Answers |
|
|
56 | (1) |
|
|
|
57 | (2) |
|
Chapter 5 Preparing for the Interview |
|
|
59 | (8) |
|
Before the Interview Begins |
|
|
59 | (1) |
|
|
|
59 | (1) |
|
Gathering Necessary Background Information |
|
|
59 | (1) |
|
Information Sources: Where to Start |
|
|
60 | (1) |
|
|
|
61 | (4) |
|
|
|
61 | (1) |
|
Insurance Agents or Brokers |
|
|
62 | (1) |
|
The Insurer's Inspection Service |
|
|
63 | (1) |
|
Accountants and Bookkeepers |
|
|
63 | (1) |
|
Shopkeepers and Tradespeople |
|
|
64 | (1) |
|
|
|
65 | (1) |
|
|
|
66 | (1) |
|
Chapter 6 Conducting the Interview |
|
|
67 | (14) |
|
The Importance of a Good Opening |
|
|
67 | (3) |
|
|
|
70 | (1) |
|
Introducing the Interviewer |
|
|
70 | (6) |
|
|
|
70 | (1) |
|
Address the Person Interviewed Strategically |
|
|
71 | (1) |
|
|
|
72 | (1) |
|
|
|
73 | (1) |
|
Be Alert, Observe, Determine Action |
|
|
74 | (2) |
|
Misdirection and Indirect Questioning |
|
|
76 | (1) |
|
|
|
77 | (1) |
|
|
|
77 | (1) |
|
The Backhanded Compliment |
|
|
77 | (1) |
|
Make Only Promises You Can Keep |
|
|
78 | (3) |
|
|
|
81 | (14) |
|
Rapid-Fire Questioning to Effect Control |
|
|
82 | (2) |
|
|
|
84 | (1) |
|
The Home/Workplace Interview |
|
|
85 | (1) |
|
The No-Comfort Zone: The Police Interview |
|
|
86 | (2) |
|
Different Procedures: Civil Investigation |
|
|
88 | (1) |
|
Use of a Second Interviewer |
|
|
89 | (1) |
|
Approaches for a Second Interviewer |
|
|
90 | (2) |
|
|
|
91 | (1) |
|
The "Good Cop/Bad Cop" Technique |
|
|
92 | (1) |
|
|
|
92 | (3) |
|
Chapter 8 Dealing with Types |
|
|
95 | (4) |
|
Changing the Subject's Emotions |
|
|
95 | (1) |
|
The Highly Emotional Person |
|
|
95 | (1) |
|
|
|
96 | (1) |
|
|
|
97 | (1) |
|
|
|
98 | (1) |
|
Chapter 9 Approaches That Work |
|
|
99 | (16) |
|
|
|
100 | (1) |
|
|
|
101 | (5) |
|
Direct and Indirect Accusation Approaches |
|
|
106 | (2) |
|
The Betraying Accomplice Approach |
|
|
108 | (1) |
|
The Incompetence Approach |
|
|
109 | (1) |
|
The Appeal to Pride Approach |
|
|
110 | (1) |
|
|
|
111 | (1) |
|
The "We All Make Mistakes" Approach |
|
|
111 | (1) |
|
|
|
112 | (3) |
|
Chapter 10 Dealing with the Nervous Person |
|
|
115 | (16) |
|
|
|
116 | (3) |
|
|
|
117 | (1) |
|
|
|
117 | (1) |
|
The Person with an Insatiable Thirst |
|
|
117 | (1) |
|
The Muscle-Spasm Sufferer |
|
|
118 | (1) |
|
|
|
118 | (1) |
|
|
|
118 | (1) |
|
|
|
119 | (1) |
|
Nervousness, the False Positive |
|
|
119 | (1) |
|
"Nervous" Statements to Watch Out For |
|
|
120 | (3) |
|
"My Blood Pressure Medicine Affects My Memory" |
|
|
121 | (1) |
|
"What Would My Family Think of Me?" |
|
|
121 | (1) |
|
|
|
122 | (1) |
|
"I Was Brought Up Strictly; I Would Never Lie" |
|
|
122 | (1) |
|
Counter-responses for Interviewers |
|
|
123 | (8) |
|
The "You Have a Motive" Response |
|
|
123 | (1) |
|
The Shared-Faith Response |
|
|
124 | (1) |
|
The "You Remind Me of My Brother" Response |
|
|
125 | (1) |
|
The "I Would Probably Have Done the Same Thing" Response |
|
|
125 | (2) |
|
The "Lots of People Have Done What You Did" Response |
|
|
127 | (1) |
|
|
|
128 | (3) |
|
|
|
131 | (4) |
|
Inferences and Implications |
|
|
132 | (1) |
|
|
|
133 | (1) |
|
Don't Bluff without Some Factual Support |
|
|
133 | (1) |
|
|
|
134 | (1) |
|
Bluffing: Always a Last Resort |
|
|
134 | (1) |
|
|
|
135 | (4) |
|
How Long Should an Interview Last? |
|
|
135 | (4) |
|
Physical Condition of the Subject |
|
|
135 | (1) |
|
|
|
136 | (1) |
|
|
|
136 | (3) |
|
Chapter 13 The Mutability of Memory |
|
|
139 | (16) |
|
|
|
140 | (2) |
|
Piaget and Implanted Memory |
|
|
142 | (2) |
|
|
|
144 | (1) |
|
Memories Created by the Interviewer |
|
|
145 | (4) |
|
|
|
149 | (3) |
|
|
|
152 | (3) |
|
|
|
155 | (8) |
|
Jack Hamilton: Assuaging a Guilty Conscience |
|
|
155 | (2) |
|
Freud: The Crypt of Memory |
|
|
157 | (1) |
|
My Father: The Insult That Never Was |
|
|
157 | (1) |
|
Suggestibility and Children |
|
|
158 | (2) |
|
Innocent Deception and Lies |
|
|
160 | (1) |
|
|
|
161 | (2) |
|
Chapter 15 The Insurance Examination under Oath |
|
|
163 | (4) |
|
Taking an Examination under Oath |
|
|
164 | (2) |
|
The Role of the Insurer's Attorney |
|
|
166 | (1) |
|
Chapter 16 A Summary of the Practice of Interviewing |
|
|
167 | (4) |
|
|
|
167 | (1) |
|
|
|
167 | (1) |
|
|
|
168 | (1) |
|
|
|
168 | (1) |
|
|
|
169 | (1) |
|
|
|
169 | (1) |
|
|
|
169 | (1) |
|
|
|
169 | (2) |
|
Appendix 1 Interview 1: Earthquake Loss |
|
|
171 | (6) |
|
Appendix 2 Interview 2: Cross-Examination of Expert on False Memory |
|
|
177 | (6) |
|
Appendix 3 Interview 3: Elizabeth Loftus on False Memory Syndrome |
|
|
183 | (50) |
|
Direct Examination of False Memory Expert |
|
|
184 | (22) |
|
|
|
206 | (27) |
|
Appendix 4 Examination under Oath Outline |
|
|
233 | (8) |
| About the Author |
|
241 | (2) |
| Index |
|
243 | |
