Building Trust and Gathering Truth: Research-Driven Communication Strategies

These blogs are clearly written for the interviewing, investigations, inspection, and audit communities, but I hope you all see applicability across the board. They would help in sales, in teaching, in community service, and even in leadership, God forbid.? Beyond that, work is but a slice of our lives impact, so really, I want them to also improve relationships and interactions with your most cherished loved ones. Please read them with that breadth in mind.

Effective communication is at the heart of successful relationships and professional interactions. This is particularly true in the realm of investigations and interviews, where understanding the dynamics of a conversation can make all the difference. By recognizing whether an exchange falls into the categories of "Assist," "Comprehend," or "Empathize" (ACE), investigators and interviewers can adapt their approaches to foster trust, gather accurate information, and achieve their objectives.

A: Assist: Offering Direction and Solutions

Assist conversations occur when someone seeks help, problem-solving, or clarity. In an investigative context, this might involve a witness or subject looking for directions on what to do or how to handle a situation. Providing clear, practical information and actionable advice is key in these scenarios. Research has shown that effective guidance can reduce confusion and increase confidence in procedural processes, helping individuals engage more effectively in the investigation (College of Policing, 2013).

For example, if a witness is uncertain about the next steps in providing a statement, the interviewer should offer concise instructions and ensure they understand the process. This targeted approach not only reduces uncertainty but also establishes credibility and professionalism. Anything that accomplishes those objectives strengthens rapport and also builds trust.

C: Comprehend: The Power of Active Listening

Comprehend conversations are those where individuals primarily need to be heard and understood. In the context of interviews or investigations, this might manifest when someone is recounting a traumatic event or expressing concerns. The primary role of the interviewer in these moments is to listen actively, empathize, and validate their experience.

Studies have demonstrated that active listening—a cornerstone of acknowledgment—can enhance cooperation and information disclosure (Vanderhallen & Vervaeke, 2014). Reflecting back on what has been shared and acknowledging emotions help interviewees feel respected and valued, creating a more conducive environment for communication. Statements like, “It sounds like that experience was very challenging for you,” validate the speaker’s feelings and encourage further openness. Just summarizing back what the interviewee shared can foster relationship and build trust.? Because they know you were listening.? How many people do you have in your life that just don’t listen.

??? E: Empathize: Building Rapport and Emotional Support

Empathize conversations are centered on emotional bonding and support. These moments are particularly significant when dealing with sensitive topics or distressed individuals. Consider victims and some witnesses, but don’t disregard subjects here. Research has consistently shown that building rapport is crucial in investigative settings, as it fosters trust and minimizes resistance (Abbe & Brandon, 2013).

While physical gestures like a comforting pat on the shoulder may not always be appropriate in professional settings, verbal affirmations and empathetic expressions can serve a similar purpose. For instance, phrases such as, “I appreciate you sharing this with me; it takes a lot of courage,” can help establish a sense of connection and safety. This rapport-building not only humanizes the interaction but also facilitates more accurate and comprehensive information gathering.

Applying the ACE Framework to Investigative Settings

The ability to distinguish between Assist, Comprehend, and Empathize conversations is a critical skill for investigators and interviewers. (It is also very important for Significant Others!) More than once I have been told by my spouse, “I just want you to listen to me, I don’t need you to fix anything.”? This statement clearly indicates that I was not effectively applying the ACE framework. We must assess where we are in all conversations. Here are some practical tips for leveraging the ACE framework:

1. Assess the Need: At the start of any interaction, pay attention to verbal cues, tone, and body language to determine what the other person is seeking—Assistance, Comprehension, or Empathy.
2. Adapt Your Approach: Tailor your response to the identified need. For example, shift to active listening in Comprehend conversations or focus on clarity and direction in Assist scenarios.
3. Balance Professionalism and Empathy: While maintaining professional boundaries, use empathy and understanding to build trust and rapport. This balance is especially critical in Empathize conversations.
4. Stay Flexible: Conversations often evolve, requiring a shift in approach. Be prepared to transition between offering assistance, providing acknowledgment, or fostering connection as the situation demands. The only way we recognize this is to actively listen with the intent of understanding. We can’t do this if we are thinking about our next question, what’s for lunch, etc.? Planning and preparation help with this.

By mastering the ACE framework, investigators and interviewers can enhance their effectiveness, build stronger connections, and achieve better outcomes. Understanding the nuances of Assist, Comprehend, and Empathize not only aids in gathering accurate information but also demonstrates respect and care for those involved—a hallmark of effective communication in any field.

Evidence-based practices need to be incorporated in our interviewing approach. If you aren’t doing them, ask yourself what evidence do you have that your technique produces the desired effect? If your answer is “that’s the way I have always done it” that is a clue it might need to change. These changes are minor and can be accomplished by all, if you are willing. Training is essential. I can provide it or recommend providers teaching evidence-based techniques.? Do your research, find the right provider, maximize your training dollar investment. Don’t get the same old legacy based methods that have no empirical evidence supporting them.

Anderson Investigative Associates is positioned to custom-tailor training to your specific needs.? If you have any questions or would like to discuss this ACE framework, any evidence-based techniques, or any training need, please reach out.? Additional issues pertaining to interviewing, auditing, and investigations can be found in other blogs and videos that I have produced and are contained in most blocks of instruction that our company presents.

If you have additional questions, comments, or have an interview topic you would like me to address, give me a shout.? In the meantime, be well, stay safe out there, and get to work ACE-ing your conversations. This work will improve your interviewing and communication skills, and not just in interviews but throughout your life. And I know who could help.

Mark A. Anderson

Director of Training and Development

Anderson Investigative Associates, llc

114 Loucks Avenue

Scottdale, PA 15683

[email protected]

tel:912-571-6686

www.AndersonInvestigative.com

https://www.dhirubhai.net/in/mark-a-anderson-a46a1658