Communication skills & PEACE model For conducting an interview€¦ · 7 An Officer conducting...
Transcript of Communication skills & PEACE model For conducting an interview€¦ · 7 An Officer conducting...
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COMMUNICATION SKILLS
&
PEACE MODEL
FOR CONDUCTING AN INTERVIEW
Author:
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WHAT IS COMMUNICATION?
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WHAT IS COMMUNICATION?
… it is a basic need for human life
… it is the most natural but also the most complex
social interaction between individuals
… it is frequently the reason for misunderstandings
and conflicts
The act or an instance of communicating;
the imparting or exchange of information, ideas, or
feelingsCollins dictionary
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WHAT IS COMMUNICATION?
SENDER RECEIVERmessage
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A message contains
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An Officer conducting interviews should?
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An Officer conducting interviews should:
Maintain a PROFESSIONAL attitude
Show empathy
Active listening
Focus on interviewees needs and emotions
Show ambition to understand the interviewee
Know law and procedures
Know basic rules of interrogation / interview
Know what to do with the information obtained
Know questions useful for the case
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ELICIT OTHER’S POINT OF VIEW
SHOW EMPATHY
IDENTIFY THE PROBLEM FROM THE PERSPECTIVE OF
OTHER
INFLUENCE THE INTERVIEWEE
PAY ATTENTION TO SIGNS AND SOUNDS
SHOW THAT YOU UNDERSTOOD
ACTIVE
LISTENING
What is active listening?
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Active listening
Show
presence and
interest
Mirroring ReflexionEffective
pauses
Summarizing Pharaphrasing I - message
Encorage free
recal and use
open-ended
questions
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Interview model - Structure:
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PEACE model can be used to:
Interview witnesses
Interview victims
Interrogate suspects
Collect information
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PREPARATION AND PLANNING
Prepare script and list of questions
Set objectives for the interview
Study the case and law
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PREPARATION AND PLANNING
LOGISTICS
REGARDING THE PERSON
Information about the person and
it’s situation
Do you need an interpreter?
Cultural aspects
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ENGAGE AND EXPLAIN
Right impression and atmosphere from the start
Introduce yourself
Keep your language simple
Treat the interviewee as a person
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ENGAGE AND EXPLAIN
Explain procedures
Explain legal rights
Explain the roles of everyone
Explain what you need and why
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ACCOUNT
3 main steps:
You need to obtain the best
report/description possible without interruptions
You need to clarify
If needed, challenge the
report
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ACCOUNT
Use general techniques throughout the account stage:
G – Give the interviewee every chance to speak – avoid
interruptions, don’t rush to fill silences
E – Every question should have a purpose
N – Nodding, eye contact, help re-inforce the interviewee’s efforts
E – Everything the interviewee says is important
R – Remember that the interviewee should do most of the talking
A – Allow the interviewee time to understand each question, think
about it, formulate their answer and deliver it
L – Listen extremely carefully (active listening)
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ACCOUNT
OPEN-ENDED QUESTIONS CLOSED-ENDED QUESTIONS
Allow you to obtain
more information
Less information
Can suggest answers
yes or no answers
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ACCOUNT
EXERCISE
FIND OUT THE ANIMAL I’M THINKING OFJUST
USING
CLOSED ENDED QUESTIONS
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CLOSURE
Review the statement
Summarise
Explain what will happen next
Be available to answer questions
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EVALUATION
Evaluate your own performance
What information was obtained?
Do you need to take any action?
What further enquires need to be
made?
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THANK YOU FOR
YOUR ATTENTION!
ANY QUESTIONS?