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Learn how to improve your telephone interviewing skills. While many avoid the telephone at all cost, it is a great way to gain information in real-time, not digital time. What you learn is more insightful and accurate since you can usually tell when someone is lying by their tone of voice. Hard to tell in email or any form of digital media--so easily. Pick up the phone: go ahead interrupt their day.
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Improve Your Collection Skills through
Interviewing & Elicitation
Ellen Naylor: +1.303.838.4545
www.thebisource.com
http://cooperativeintelligenceblog.comhttp://twitter.com/EllenNaylorwww.linkedin.com/in/ellennaylorcolorado
SLA CID Webinar Series
Get a free list of over 160 competitive intelligence books http://bit.ly/NHOCqM
News Reporting
Isn’t What it Used to Be
https://www.youtube.com/watch?v=V6DSu3IfRlo
“60% of all business
problems stem from
faulty communication.”
Peter DruckerAuthor, management guru’s Guru, Professor
1909 - 2005
Interviewing
Do the research first!
Warm up the Call
Be organized!
Feb 2013 ©The Business Intelligence Source Inc
Planning
• Formulate Relevant Questions
• What’s Your Relationship with the Person?
• Re-word Questions to Motivate Sharing
Feb 2013 ©The Business Intelligence Source Inc
Cooperative Attitude
Feb 2013 ©The Business Intelligence Source Inc
“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
Feb 2013 ©The Business Intelligence Source Inc
Who … are you?
Feb 2013 ©The Business Intelligence Source Inc
Who is S/He?
Feb 2013 ©The Business Intelligence Source Inc
Practical Motivators
• Profession
• Politics
• Personal Issues
• Personal
• Predisposition
• Emotional Intelligence
Feb 2013 ©The Business Intelligence Source Inc
Dominant
Feb 2013 ©The Business Intelligence Source Inc
Influencer
Feb 2013 ©The Business Intelligence Source Inc
Steady/Amicable
Feb 2013 ©The Business Intelligence Source Inc
Conscientious
Feb 2013 ©The Business Intelligence Source Inc
Prepare YOU
Feb 2013 ©The Business Intelligence Source Inc
Re-word Questions to Motivate
Minimize Ego Threat
• Start with broad/open ended questions
• Hypothetical questions
• Indirect questions/statements
• Narrow questions
Feb 2013 ©The Business Intelligence Source Inc
Listen for the Hints or Cues
Feb 2013 ©The Business Intelligence Source Inc
Lay Aside Pre-Conceived Notions
Feb 2013 ©The Business Intelligence Source Inc
Elicitation
Conversation that compels people
to voluntarily tell you things
without you asking.
Feb 2013 ©The Business Intelligence Source Inc
People Remember Questions
. . . More than a Conversation
Feb 2013 ©The Business Intelligence Source Inc
Elicitor Skills
• Friendly
• Good listener
• Establish rapport
• Practical psychological insight
• Broad general knowledge
• Good memory
• Two level listener
Feb 2013 ©The Business Intelligence Source Inc
Elicitation: “Planned Conversation”
Feb 2013 ©The Business Intelligence Source Inc
Human Characteristics
• Recognition
• Show off
• Curiosity
• Gossip
• Complain
• Correcting
• Emotional hazards
• Aw shucks…
Feb 2013 ©The Business Intelligence Source Inc
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
Dec 2012 ©The Business Intelligence Source Inc
Expression of Mutual Interest
Feb 2013 ©The Business Intelligence Source Inc
Simple Flattery
Feb 2013 ©The Business Intelligence Source Inc
Quid pro Quo
Feb 2013 ©The Business Intelligence Source Inc
Provocative Statement
Feb 2013 ©The Business Intelligence Source Inc
Opposing Stand
Feb 2013 ©The Business Intelligence Source Inc
Exploit the Instinct to Complain
Feb 2013 ©The Business Intelligence Source Inc
Naïve Mentality
Feb 2013 ©The Business Intelligence Source Inc
Unbelieving Attitude
Feb 2013 ©The Business Intelligence Source Inc
Purposefully Erroneous Statement
Feb 2013 ©The Business Intelligence Source Inc
Bracketing Techniques
Feb 2013 ©The Business Intelligence Source Inc
Silence
Feb 2013 ©The Business Intelligence Source Inc
Get a free list of over 160 competitive intelligence books http://bit.ly/NHOCqM
Ellen Naylor: +1.303.838.4545
www.thebisource.com
http://cooperativeintelligenceblog.comhttp://twitter.com/EllenNaylorwww.linkedin.com/in/ellennaylorcolorado
