Interviewing: The Driver for All Fraud Investigation

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1 Interviewing: The Driver for All Fraud Investigation Understanding what they say, what they write, and what it means changes hard work into better results J O N A T H A N E. T U R N E R C F E, C I I M A N A G I N G D I R E C T O R W I L S O N & T U R N E R I N C O R P O R A T E D J E W I L S O N - T U R N E R. C O M

2 Introduction No matter what they are telling you, they are not telling you the whole truth Todd s First Political Principle

3 What Is Truth? Truth as a Constant Truth as a Variable Truth as a Perspective Never underestimate the overwhelming human urge to be truthful, no matter the lengths of self deception one must go through to reach that point!

4 Why Do People Lie? People Lie for two reasons: To avoid punishments To receive a reward When people talk, consider: What punishment could they avoid? What reward could they obtain?

5 When Are They Lying? The easy answer when they are talking! Consider the truth, the whole truth, and nothing but the truth. Now imagine a world where people only spoke all three.

6 People Are People Brain as a Computer The human brain is the world s most powerful computer. It behaves like a computer. Like a computer it exhibits symptoms as it nears processing capacity. Let the subject tell you where to explore.

7 Language Word Choices Matter Given the processing power of the human brain: What did he say? What words did he choose? Why would he choose those words? The shortest distance Horses v. zebras Follow the deltas

8 People Tell the Truth Consider: If the Statement is truthful, what perspective does that require? If a person has that perspective, what would make them go there? Trust and respect the brain selecting the words; it will tell you the truth.

9 People Want to Tell You The drive to answer truthfully is very strong: Overcoming it causes stress Withholding causes stress Embellishing causes stress Stress causes physical reactions Fighting the urge to be honest means fighting yourself

10 Words Have Meanings People select specific words to convey specific meanings. Listen to word choice. Watch for changes in: Title Placement Location Tense

11 Active Listening In order to see you must first listen. Listening means: Waiting patiently Hearing the words Considering their meaning No rushing ahead No interruptions No judgment

12 Visual, Aural, Feeling Construction Three channels of communication: Visual I See Aural: I Hear Feeling I feel The implications for effective communication are huge!

13 Echo for Confirmation Mirroring Echoing Tells the speaker you hear him Provides confirmation of the data transmitted Induces further details, clarification Stops you from rushing ahead

14 85/15 Free Will Is Fantasy Let the subject speak! Ask, wait, listen, respond In that order

15 Body Language Matters Unspoken communication 60 80% of all communication Voluntary Involuntary Sigh, snort, laugh Pound a fist Point a finger Can be a indicator of deception Usually dependably honest

16 Reading Body Language Look for changes Identify patterns Consider type and area of question Correlated to responses Trust your subconscious Learn to see what it sees

17 Eyes Watch eye movements Looking at you v. looking away Looking into memory Looking into fantasy Looking for a way out

18 Arms Commonly used to support or reinforce word choices Folded: Resistant or disengaged Gripping folded arms Defensive Rubbing hands Excitement

19 Legs Highly expressive Ankle over knee Engaged Legs crossed Withdrawn Fetal position Fearful

20 The Science of Nonverbal Communication Regulating Substituting Conflicting Accenting/moderating Complementing Repeating

21 Learn the Tango Understanding Body Language Eyebrows Outer Edges Up Anger Eyes Centered Focused Gazing Up Thinking Gazing Down Shame Gazing to the Side Guilt Wandering Disinterested Nose Wrinkled Disgusted Pointed Up Arrogant Lips Parted, Relaxed Happy Together Concerned Wide Open Very happy, Very Angry Arms Crossed Disapproving Open Accepting Hands On Top of Head Amazed Scratching Head Confused Rubbing Eyes Tired Rubbing Chin Thinking Rubbing Nose Concealing Covering Mouth Denying Fingers Interlocked Tense Pointing Angry

22 The Image You Project! Body language is a two-way street! What you see, you also display.

23 Interaction Alters Behavior The interviewer s response Impacts the subject Alters the subject To compliance Away from compliance

24 Only One Person Can Drive With control established: The interviewer can use: Verbal and nonverbal cues To elicit information Controlling the: Direction of information Flow of information Pace of information

25 Watch, Respond, Adjust Trust the subject He will tell you: What to ask Where to ask When to ask If you: Look Listen Think

26 Consider Challenges Pressure impacts body language Direct challenges Isn t it true? Is this your address? Indirect challenges What would happen if? If somebody told me?

27 Commit the Subject Establish a position Understand the full scope Policies Procedures Actions Responsibilities

28 Drive a Chain of Admissions Once admissions begin Even over minor details It is harder and harder to stop them Baby steps lead to Olympic athletes

29 You Can t Handle the Truth

30 Interviewing: The Driver for All Fraud Investigation QUESTIONS & DISCUSSION

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