Paper - The need for rapport in police interviews

TITLE:
The need for rapport in police interviews

AUTHOR(S):
Roger Collins, Bond University
Robyn Lincoln, Bond University
Mark Frank, Rutgers University

Abstract:

Police interviews try to obtain a narrative of what was observed by witnesses, victims or suspects. Yet there is considerable debate about the most appropriate interview style, the best strategies to use, and the characteristics of interviewers or interviewees that yield the most useful information. Police interviews are integral to criminal investigations where accuracy and completeness are essential if a case is to be solved. They also have evidential ramifications that affect subsequent forensic and trial processes (Fisher et al, 1994; Py et al, 1997; McMahon, 2000; Gudjonsson, 1992).

In addition to the formal interview setting, police engage in “purposive conversations” on a daily basis, which are said to comprise up to 80 percent of their duties (Newberry & Stubbs, 1997). Yet, law enforcement personnel often do not receive adequate training in effective interviewing practices (Wrightsman et al, 1994; Lauchland & Le Brun, 1996). In many cases, there is little formal instruction, with officers learning their interview skills on the job, and this may foster the use of poor methods or result in the loss of potentially valuable information. This limited interview training still occurs for most general duties officers in Australia despite the wealth of research on interview techniques.

Link (PDF downloadable):
http://epublications.bond.edu.au/hss_pubs/38/

Pinky.

Nature Abhors Vacuum

Nature abhors vacuum, it always seeks to fill it. That is a simplification of physics, but it works.

Taking natural laws and contemplating them in a philosophical manner is sometimes interesting and often silly, but I can't avoid that one. It fits so well.

When in a conversation, do you lean toward the person? Keep your distance and lean back? Face them? These are all basic techniques of creating rapport.

Make eye contact, speak openly, show an open body language.

I can't dispute any of these, except that like all rules of thumb they are only true up to a level. They are what you should aspire to and eventually reach in any conversation, not what you should force.

You don't want to lean in if the other person isn't comfortable and faces away from you or moved back. You do not want to maintain eye contact too much if the other person avoids it continually.

After becoming aware of body language and losing my automotive ability to communicate in a nonverbal manner, I couldn't maintain eye contact. I never had this problem before.

I'd look someone in the eye as I've always done without thinking--think about it--and look away submissively, running with my eyes.

I got my confidence back and eye contact is easy for me again. Only now it is beyond easy, it is a tool of communication. This is when I noticed "The Leaning Game".

Lean in, and if the person in front of you isn't comfortable they'd move or lean back.
Lean back and when comfortable the other person will lean in.
Lean in again, a bit, and they will lean back a bit.
Lean back slightly and you found a comfort zone.
Lean further in when you feel like it, and if comfort is reached the other person will respond accordingly, and mirroring will occur.

1-4 can be repeated several times.

This became an automatic behavior for me, and I was surprised to find it is as subconscious and natural as eye contact has once again become.

Create a vacuum and the other side will want to fill it. A good example is in inter-personal relations. Over-simplifying, if you call less or stop calling a person, then if there is anything there and you weren't just projecting energy into a black hole--they'd call you.

Nature abhors vacuum, and if communication is sought, the other side would fill that vacuum. Finding the balance will increase comfort and facilitate better communication and rapport.

This won't happen if they are onto this being a regular "game" of yours or them not being interested, or feel negatively about it. Then, they may just not be aware it is happening, or care. If they do, you know instantly, even if they don't.

Pinky.

I'm interested, but in you

Walking happily in the mall carrying my brand new Mac, a salesgirl caught my eyes and asked me to come over.

I walked closer stating clearly "I will come over, but I don't want to waste your time. I'm not buying anything." She was happy for me to approach regardless, smiling. I think I smiled back.

As soon as I got near the stand, she took my hand, kindly (felt nice) but firmly, and led me closer, turning me toward the stand and her. I was keenly aware of how this hand-hold made my body automagically follow her and of how breaking physical contact is difficult.

The salesgirl began to slowly fold the sleeve on the hand she held, probably preparing me to smell something, still touching my hand as she chatted me up. "Why do you have a Black Hat shirt but no black hat?"

I decided being nice and letting her flow with our chemistry, manufactured or not, is more than okay. How to simplify the answer though?

"I'm a hacker" *smile*

At this point, sleeve pulled back and hands removed she tried to convince me to try something on, I considered the "I'm allergic" excuse, but saw no reason to lie "Thank you, but I am not interested." I said with a finality.

"You bought a laptop?"
"Yes, just got out of the Apple store." Which incidentally, is right in front of the stand, and I was carrying the laptop case.
"Have you ever been stuck at an airport for like eight hours? What do you do for so long? Me it just drives nuts."
Raising my eye-brow but not missing a beat, showing real interest, I replied "I was once in London for six hours, I went to the center, ate lunch, and got back just in time for my flight."
"Yes," she said, slightly pouting "but what if you are stuck there for eight hours with nothing to do, what do you do then?"

When she left my hand alone. I waited a bit, and slowly started pulling my sleeve down while talking.

"It is always fun to get out of the airport and explore."
"Always?" she insisted.
"Sleep works. I really hate the Frankfurt airport, and there is nothing to do in Frankfurt." I rolled up my eyes "I was once stuck there for ten hours and just went to sleep."
"The laptop must help" she offered.
"Why, of course! The first thing I do when I get to the airport is look for food," *pause* "Obviously" *smile* "Then I start looking for a power socket for my laptop".

She tried again.
"How about this here..."
"I am not interested in creams."
"Ah, this is for your nails." *smile*
"Thanks, no." *smile*

Maybe my smile was an invitation incongruent to my verbal negation, but she kept going. When someone smiles at you--you often smile back whether you know it or not.

"Are you interested in me," *very slight pause* "showing you this here?" *smile*
I considered saying yes again and the allergic excuse tried to pop up, then with a large smile filling me and my face I heartily responded "I am interested in you, *slight pause* "not what you offer." *big smile* "But thank you so much."

Usually I'd not refuse, but I am not going to buy anything so why waste her sales time?

*Almost awkward pause* I followed up.

"You are good. If I was not aware of what you are doing, building rapport, you'd have me wrapped around your finger by now."
"Thanks, tell that to my boss." Who she pointed to. He was very interested in our conversation through-out, although he maintained his distance.

I half turned to go, and looking back from my shoulder "Can I ask you guys a quick question?"
"Sure" she said. She was still looking at me and nice, but not as excited and slightly pouting.

"Well," I began "again, you are very good, but did anyone teach you..."
She softly cut in "The story was true."
"I am sure it was," *smile* "but before you had your own story, did anyone teach you an example story to use?"
"No," she said "it's all mine." at this point the boss was also in the conversation, although he never really spoke. He leaned in and had his half smile of amusement and interest changed to one of interest and sarcasm.

I took my cue, thanked them both, and left.

Four points:
1. Holding my hand (shaking it then not leaving?) gave her control over me to make sure I stayed and move me around. It made us closer instantly. Maintaining touch opened me to her approach and made sure I listened. Even with the real-time analysis of what she was doing, it was slightly difficult for me to not do whatever she asks.

Powerless to stop it or not, me "letting" her fold my sleeve, although done slowly while keeping eye contact with me (so that I barely notice), implies that I already showed interest in what she offers. Regardless of me clearly stating otherwise. Having done that, why not try some perfume? It would be silly to roll the sleeve back down without trying, right?

2. She attempted to create rapport with me by speaking about my Black Hat shirt. I let her, but did not agree to buy. She may not have known much about hacking, decided I required a more intelligent approach or chose to use a different story to create more rapport.

Picking on another environmental cue, she spoke of my new laptop with the airport story. Perhaps my accent helped her spot me as a foreigner, but a separate story helped us feel more familiar with each other and took longer to explore.

3. When I said I am not interested in creams, she immediately disarmed me with "nails". This took me back a moment as I am a guy, and not a very beauty-aware one.

It was a nice and natural way to change the subject and kill my objection--what she said (nails) wasn't as important as this negation (don't worry). In my case though it wasn't the best approach--Especially as I didn't shave in two weeks. It should have screamed at her.

4. Although said in a flirtatious manner and not offensive, my "I'm interested in you, not what you sell" was a carbon copy of her disarming techniques. She couldn't break rapport, especially since I kept the chat with a smile after that.

Turning to leave then staying, but talking almost as in an after-thought without facing her, made her feel she isn't stuck with me and allowed me to explore her sales techniques without being too threatening, especially as I am four times her size. She probably lied, though.

All-in-all, it was a fun conversation and I didn't waste more than two or three minutes of her time. I didn't realize I could analyze her sale so easily. I can't wait to try this again in a year when I know more and see what I spot then.

Perhaps with a more advanced sales person such as an insurance agent, who will be more sophisticated. Seeing my progress is a big boost to my enthusiasm.

Pinky.