Many industries such as insurance companies, financial institutions, and credit card companies rely extensively on telephone interviews to conduct their investigations. There are a number of different skills required to conduct telephone interviews versus a face to face interview. For this reason, we contracted with Daniel Marsano, a leading expert in telephone interviewing techniques, to help write this course. This three hour course is our most frequently re-ordered audio course by the same company -- after hearing the course they want to expose the techniques to other divisions or investigators in different locations.

The training program is accompanied with a 64 page study guide and includes the following topics:

PART I: INTRODUCTION TO TELEPHONE INTERVIEWING
Limitations and benefits of a telephone interview
Goals of the telephone interview
Appropriate and inappropriate use of telephone interviews
When and where to call
Starting the interview
Establishing rapport with the subject
Procedural considerations
Personality traits of a successful interviewer

PART II: BEHAVIOR ANALYSIS
Channels of communication
General assessment versus specific event assessments
Evaluating attitudes
Psychological principles of verbal behavior
Truthful behavior symptoms
Deceptive behavior symptoms
Response latency
Voice characteristics
Erasure behaviors
Psychological principles of response content
Evaluating memory
Evaluating segments of an account
Evaluating pronouns
Phrases which indicate edited information
Evaluating logic within a response

PART III: QUESTION TECHNIQUES
Interview structure
The initial open questions
Techniques to draw out a response
Asking clarifying questions
Asking direct questions
Summary statements
Linguistic interpretations


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