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289 pages, Kindle Edition
First published October 7, 2014
“An interview is a dialogue. An interrogation, counterintuitive as it may seem, is a monologue.”
“The monologue is meant to prevent the person from focusing on the ramifications of the wrongdoing by keeping him in short-term thinking mode. We help him alleviate the pain he’s feeling by giving him a remedy: a convincing argument, strengthened by rationalization, minimization, and socialization, that resolves the conflict. The resolution allows him to acknowledge the bad act, without having to accept the premise that he’s a bad person.”
“In fact, when the aim is to elicit the truth, short-term thinking isn’t about instilling fear—it’s about minimizing or eliminating it.”
“We’ve heard it said that a guilty person just wants to be understood, because being understood allows him to feel that he’s been forgiven. That observation encapsulates what the monologue is designed and executed to accomplish.”
“William Ury describes this approach by referring to the instruction of Sun Tzu: “Build your opponent a golden bridge to retreat across.” He can claim victory, and take credit for the outcome.”
“Make a conscious effort to speak slowly and distinctly. Placing an emphasis on some of the key words will help you slow down. The idea is to come across as unrushed and controlled, which in turn creates a more easygoing, relaxed mood.”
“Elements of a monologue: rationalize their actions, project the blame elsewhere (society, victim, etc), minimize the seriousness, socialize their situation and feelings, emphasize the importance and redemption of the truth”
“Maintain a noncoercive, nonadversarial demeanor throughout the process. Always treat the subject with dignity, respect, and compassion. • Make the person feel good about disclosing information by rewarding him with statements like, “Thanks for sharing that,” or “That’s helpful, thank you.” •…”
“The beauty of the transition statement is that it immediately conveys to the individual that nothing she has done up to that point to try to beat you has worked, yet that painful message is delivered below the radar, where it doesn’t trigger her defenses and create an adversarial relationship. Now she’s thinking, since what she’s been doing has been unsuccessful, where does she go from here? How should she handle it? Should she give you a little bit? Should she try to blame it on someone else? She’s trying to rethink her game plan, and guess what. You’re right there to give her some other things to think about. Since everything she was thinking about before just blew up in her face, what you give her to think about might just sound pretty good—especially when it’s delivered in such a low-key, non confrontational manner.”
“Here’s a list of some sample transition statements that illustrate the gradation from gentle to strong along the scale from direct observation of concern to direct observation of guilt: • You seem to be thinking about something. • Something is clearly on your mind. • Something seems to be bothering you when we talk about … • You seem uncertain when you say … • When I ask you about _____, I can see some concern on your face. • I’m a little uncomfortable with your answer. • I have some concerns about what you’re telling me. • Based on our conversation, it appears you have more to tell us. • I think you need to rethink your answer. • I have a problem with some of the things you’ve told me. • We’ve completed our investigation and, frankly, we can’t eliminate you from our list of suspects. •…”
“Keeping the commitment/consistency principle at the top of your mind can be very helpful in avoiding the trap of falling prey to those who would be inclined to use it against you. Have you ever noticed that highly effective salespeople have you fill out the contract or purchase order, especially when there is a cooling-off period that would allow you to cancel the contract? This approach is routinely taught in sales seminars, especially in states where cooling-off statutes have been enacted. Similarly, in the legal realm, lawyers routinely have their clients fill out retainer contracts, writing in the prices and terms, initialing here, signing there. Is all of that really necessary? Yes, if you want them to be committed to the contract.”