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Planning and Preparing for an Interview
Planning and Preparing for an Interview
o Research o Prepareo Organizeo Pay attention
o Tactics — locationo Time of the interviewo Appointments
o Ordero Urgency
Interviewing Pitfalls
Evaluating Interviews
Nonverbal Communication
Personal Characteristics & Skills of an Effective Investigator
Successful
Interviewing
Factors
Closing the Deal
Updating Investigative Plans• Investigation completed within 90 days• Revised CIP 50 days• Updated CIP at the 70 days • Follow guidance for extensions and timeframes
TOP 6 CAUSES OF CASE LAPSE1. Not tracking suspense's2. Granting numerous extensions on
suspense's3. Not requesting all needed
information initially4. Not directing initial employer
contact to appropriate level5. Not developing and following a
CIP6. Not seeking help from supervisor
or the RO when needed.
Key Points• Focus on them,
not you • Control the
conversation • Assume the sale• Build rapport• He who hesitates
loses• Be clear
• Determine their needs • Listen, listen,
listen• Present a
solution to their problem• Get a verbal
acceptance• Be persistent• Ask for the sale
Closing Techniques
Ideas/Techniques1. Assumptive Close Technique
When shall we meet? Will 3 days be enough time
to deliver the documents to me?
What day did you want them to start back at work?
2. Balance-sheet Close Technique Well, although you have this
much due in back pay, you will be getting a qualified, trained individual back in your warehouse.
Let's weigh things up. You're offering ..., and you are within the law and will have ..., ... and ....
Ideas/Techniques
3. Best-time Close TechniqueThe best time to settle is
now, because back wages are potentially accruing...
If you are going to reemploy…, when would they start?
Ideas/Techniques
4. Calendar Close Technique
When shall we make the next meeting?
Are you free next Wednesday at 3pm?
Ideas/Techniques
5. Ultimatum Close Technique
If we don’t resolve this now, the claimant can ask to refer the case…
If you settle today, you can have this off your plate and get back to business…
Ideas/Techniques
Closing the Deal
Goals of Employer ContactInform employer of ClaimExplain the requirements of USERRAExplain VETS role in the resolution
processSet forth remedies the claimant is
seekingObtain the employer’s explanationSeek a resolution of the claim
Keys to Success• Introduce self in non-threatening,
non-adversarial way• Inform in a clear concise manner• Use lay language• Obtain the employer’s position• Try to determine facts• Attempt resolution• Build trust and rapport