Using emotional competencies and skills to lead more staregically and accelerate peformance

Presented by John BowlingKristin WalleMike Palestina

Using all five channels of communication to enable truthfulness and resolve mediation conflicts.

AwarenessUnderstandingResponseContextClarity of situation, systemsand settingAccurate interpretation guiding strategy, change and/or alignmentOthersEmpathyEffective RelationshipsSelfThoughts and emotionsSelf-management

An emotion can be regarded as a neurophysiological response designed to deal with or facilitate social function or coordination.

Emotions occur in response to some kind of stimulus (actual, imagined, or relived) and they are usually:

rapid coordinated and organized have reliable signals have social functions.Emotions - characteristics

3Use these characteristics to differentiate emotions from moods, traits, disorders if needed.JP

Dr. Paul Ekman

Facial ExpressionsBody LanguageVerbal styleVoiceVerbal ContentCognitionEmotionFiveChannelsC o n t e x t

This new slide is designed to provide the group with an easy framework to understand how the psychological components within communication emotion and cognition impact on our ability to receive and interpret information or data.

The channels identify the sources and the over arching context is so very relevant.

All trainers will recognize the structure and are advised to provide a lightness of touch in introducing this slide it is only designed as a brief overview and to prepare the delegates for the forthcoming exposure to the channels.

To reintroduce the 2 x 2 consider how did the delegates feel when telling a story yesterday were the emotional and cognitive domains engaged and were they aware of what they were giving off on one or more of the channels?What about the observers when they were listening and watching the story teller?

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The FaceMETT pre-test

What we have learned from the full 4 day ETaC course is that delegates can increase their ability to spot lies and truth from 54% to around 90%.

Understanding the face can get you well up that scale with most people as it is very difficult to manage leakage from the face.With some people the face is all you need with others you need one or more of the other channels.8

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Fear and SurpriseSpot the difference

Contrast Surprise and Fear16Anger and DisgustSpot the difference

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The true smile?

18Ask delegates to identify the genuine smile and to explain their choice. Differentiate from the social smile.

JP

Post-Test

METT

METT TEACH test to be completed in flier. Provide answers and let them self score.

Coach delegates to avoid saccading moving focus from one part of face to another as we do not register what happens in the blur between waypoints saccadic blindness can occur which blanks out a fast microexpression.

Explain all answers to be logged by each person in their own workbook or on a worksheet. Give correct answers and get them to score themselves.

Make sure that you have the correct answers for the version of METT being shown!! Cross check live post test between trainers.

Highlight that scores of 100% are often achieved by those ion the courses with full randomised tests of 28 cross-cultural faces.19Channel Two

Body language

Title slide body language20EmblemsIllustratorsManipulatorsBody language GesturesLeast useful in detecting truth/liesMost useful in detecting truth/lies

21Body language [BL] can easily be misinterpreted. There are many, many books out there providing so much that is wrong AS FAR AS BL CAN BE RELATED TO DECEPTION; but here we will only deal with what the limited research material can tell us. See Telling Lies for more details.There is a family of BL shown here under the generic family name of Gestures. Within this family we have a clear hierarchy and in order of importance we have EmblemsIllustratorsManipulators.

BL unlike the 7 emotions lacks the power associated with universality it is context and culturally dependent this is very important.Paul Ekman and others have tried to create a dictionary of emblems because they are literally a language of the body that can be used without words and the sender and receiver knows exactly what is meant without a word being spoken but you need to exercise care.JPPresentation box

Leakage.

Emblems

22Emblems if you think about them are always visible in a presentation box and are deliberate. Magicians use this concept as most people will be focussing here and outside of this box is where illusions take place. The box is immediately in front of you, draw an outline of a box in front of you, covering your head and down just outside the body space down as far as mid chest to stomach [you have just demonstrated an illustrator!].If you think about all the emblems you and the group have provided we have seen them all appear in this box, we are interested in those that appear outside the box why? They are leakage.Look at the detail in Telling Lies page 100/101 and the story of the fellow PhD student under stress from her professor who leaks an emblem by giving the finger on her thigh. Incredibly, neither she nor the professor is alert to it. She can be forgiven as it is involuntary, subconscious leakage and the professor perhaps, was concentrating on his next question. Regardless it is a great example as the two could only be convinced by watching the replay [when the film was developed!]Other forms of leakage were identified by Paul and his fellow researchers when they debriefed those subjects asked to watch gruesome and unpleasant scenes of surgery, amputation etc. Many shrugged or provided a half shrug [on one side] when answering questions about watching further gruesome films. It emerged when fully debriefed and made aware of the experimental details that they were being deceptive, they did not want to watch any further scenes but lied to the experimenter. Half shrugs and shrugs that are inconsistent with the verbal message are signs of leakage they are hot spots.This is why in building up a library it is a good idea to film everything. If you have delegates telling a story film it and you will see examples of leakage outside the presentation box and also partial movements most usually the half shrug there will always be examples from within your group.

JPChannel Three and Four

Voice and Verbal Style

Both Voice and Verbal Style are straightforward aspects of the model and it will pay to get the group to break out and identify the issues concerned. Options are to get both groups to do both voice and verbal style or one each or any combination that best suits the time and group ability.So what characteristics of the voice may represent a hot spot?So what characteristics of verbal style may represent a hot spot?

Use next two slides to summarise.23Hot spot reflected in pitch or tightness of voiceSofter may reflect lieSofter and lower with sadness or when unsureHigher in pitch with fear and angerEdge with anger.Voice

24Self explanatoryJPChanges in pauses or filled pausesChanges in use of jargon Stuttering and repetitionsChanges in pronoun usageChanges in tone of voiceVerbal hedges.Verbal style

25First two are suggestive of cognitive loading

Increase in stuttering and word repetition may indicate cognitive load and or increase in anxiety / stress Change of pronoun use, especially dropping the first person, is a good hot spot. For example, I did this, I went to there and then I is lost and substituted for we or it.Change in tone of voice may reflect what the person suddenly feels about another person and could reflect disgust, anger or contempt for example. You did what? Never, I cant believe Verbal hedges. So common with politicians and others who do not want to answer the question not necessarily a hot spot. Context dependent.

There are many, many examples available from daily television.

JPChannel Five -Verbal Content

26Lets now move on to verbal content in particular, Criteria Based Content Analysis. The next slide provides a short history surrounding the technique but I want to use this introductory slide to reinforce one VERY, VERY important point.For the purposes of this training course we are only interested in the language of this technique. Let me explain.

CBCA is itself only a small part of a more involved analytical technique statement validity assessment. This requires at least a weeks training in how to correctly obtain a statement, another week to carry out the CBCA component and then a further weeks training to learn how to overlay a psychological validity assessment. Under such circumstances we have to appreciate that in the next hour or two we will only be able to achieve a superficial understanding of part of this process and indeed that is all we are seeking to do and with the follow up exercises we will be able to achieve this.So why is the language so important? Well, in a practical sense many people come away from an interview and say there was something not quite right or words to that effect. In an operational sense after a de brief or initial discussions with a source one person may be left thinking the story was legitimate and their partner may hold the opposite view - a common dilemma in many walks of life. The value of understanding the language of CBCA is that it can be used as a route map or framework to begin to analyse why one person believes the story and the other does not. It has very practical implications and will give you not only a starting point to analyse why there is a discrepancy but also the confidence that what you are doing is based on sound empirical research.

Research has also shown that CBCA can be defeated with appropriate counter measures (i.e. knowledge of the criteria).

We will continue to revisit this synopsis and reinforce this message with practical exercises.

26Language usageConsistency

Spontaneity

Congruence

AccountAccount+Thinking/FeelingProbe corePlay it backAssumptivePunishmentClosedTell meExplainDescribeEncouragers mm..and..What were you thinking/feelingWalk me through again.. Let me see if I understand you.. Is there a possibility that.What should happen to.Is this a true story. etcA Forensic ApproachNB Red = only in deception cases and with care. non-accusatory

Psychological Models -Truth and Lies

Introduce how we can use 2 models to help us differentiate between truth and lies.2930In pairs, discuss what you believe are reliable indicators of:

Lies?

The Truth?Activity

Truth:A sincere attempt to provide accurate informationLie:Deliberately choosing to mislead someone without giving prior notification.

(Dr Paul Ekman)Definitions

31References: Telling Lies, Ekman - Ch 2. 26-7, 41 Truth and Lie some definitionsAs a trainer one way of introducing this subject would be to consider that lawyers, legislators and psychologists, especially psychologists, like definitions. This area is no exception and a trawl of relevant research material will provide many examples. Herein lies a difficulty for the trainer a proliferation of definitions allied to a delegates determination to advance their own, sometimes strongly held version [especially of the truth], can derail your timetable.

We recommend two short and manageable definitions for our purposes. In attempting to keep matters as straightforward as possible the truth is defined by Ekman as:

A sincere attempt to provide accurate information

This includes where a person genuinely believes something to be true even if it is misleading or inaccurate in some respect. The reasons why the account may contain inaccuracies such as the impact of cognitive and emotional activity and the role of memory are dealt with in more detail in the full 4 day course.

Another simple and straightforward definition is used by Ekman for a lie:-

Deliberately choosing to mislead someone without giving prior notification

Deliberate has its normal dictionary meaning and relates to the liars intent whilst without prior notification relates to the target of the lie, that they have not sanctioned or authorised it. So for example, attending the theatre where you know the actors are not who they purport to be.

ContextContextContextContextFacial ExpressionsBody LanguageVerbal styleVoiceVerbal Content5 ChannelsContentContextSpontaneityConsistencyCognition EmotionPearse.J, and Lansley.C.A, (2010)_ - first published in TJ Oct 2010.Psychological Aspects - Truth32Nature of liesConcealment / OmissionFalsification

Misidentifying the cause of an emotion Telling the truth falselyThe incorrect-inference dodge.

33There are two major forms of lying: Concealment leaving out true informationFalsification presenting false information as if it were true.There are clear distinctions between these sub sets and successful deception can often require both to be present. Concealment is passive, it is NOT saying anything so nothing to be made up. Less drain on cognitive and emotional resources. The liar may feel less guilt, easier to rationalise [infidelity in a relationship].It is easier to cover up if no long story is involved. It may also be the most difficult to detect.Falsification the active ingredient may be required from the outset in relation to their future intent or past activity what they have or have not done. Having engaged in falsification the liar must now remember the details of what has been said. Consider the example of selling a used car or a house. It is well known that often the asking price may not be the selling price. If there is an exaggerated asking price is it a lie? Probably not, because it can be reasonably assumed that the buyer knows in advance (i.e. is notified) that it is common to inflate the asking price. This is an important concept because the seller may not experience guilt when the asking price is inflated in the same manner that the seller would feel guilt when falsely claiming that the car has never been in an accident or the house did not need any repairs.Other variations include: Misidentifying the cause of an emotion - a cheating partner caught unexpectedly talking on the phone to their lover could try and hide the panic by masking the surprise with a smile or claim to be startled Telling the truth falsely or with a twist so the victim does not believe it. So the unfaithful partner above that was startled could have claimed Oh that was my lover, I am on the phone to him every hour and we make love at least once a day ... Exaggerating the truth but also ridiculing the victim.Incorrect inference dodge Do you like my new dress asks the wife, or how do you like my new painting asks the neighbour? You could avoid being truthful [you do not like either] by saying darling words fail me or to your neighbour I can see why everybody is talking about it.References: Telling Lies: Ekman- Ch 2. 26-7, 41 Detecting Lies and Deceit - Vrij, 2000; Ch 1 or 2nd edition 2010

ContextContextContextContextFacial ExpressionsBody LanguageVerbal styleVoiceVerbal ContentCognitiveLoad EmotionalLoadH0T-spotProbesChannelLeakageChangeBaselineChangeBaselinePearse.J, and Lansley.C.A, (2010)_ - first published in TJ Oct 2010.Psychological Aspects - Lies#Give examples of cross channel leakage and hotspots.34What Happens If Caught LyingNothingTo loseSeverePunishmentHot Spots0Many

35Hot spotsMicro Expressions Gestural SlipsVocal CluesMemory MistakesTextual Signs

36There is no behavioral sign+ If present: always means the person is a liar.

If absent: always means the person is a truth teller.

37There is no Pinocchios nose no single reliable indicator of truth or lies

You will see something; you will hear something but you will not know why. Take a hypothesis testing approach.Golden Rules

38Emphasise these points as Golden Rules:

And use examples from the previous 4 exercises to illustrate the dangers of jumping to conclusions from single indicators.

Mention the MANTRA Collect, Consider, Conclude. (Have the poster displayed)

Uncontrollable factorsCharacteristics of interviewee and context

Controllable factors Lack of knowledge and skillsCollusion and truth biasLack of baselineLow incident rate Failure to corroborateNot understanding Hot-SpotsNot observing or listening attentively.39Why lies are believed

39Opportunity for group work. Split into groups to consider question?UNCONTROLLABLE FACTORS: Factors that tend to be outside of your control.The liar is better at lying than the interviewer is at catching lies. Why is this? Consider the criminal what is at stake for them? Loss of liberty, punishment. To continue [to survive] they need to be good. His or her skill levels need to be elevated, will often have an opportunity to prepare the lie, they are conscious of what is at stake and the consequences.CONTROLLABLE FACTORS: However, lies also often succeed because of a lack of knowledge or skill in the recipient of the lie. COLLUSION: The recipient of the lie wants to believe the liar and therefore ignores the clues. You could mention a parent not wanting to know their child is smoking or taking drugs; the wife or husband prepared to turn a blind eye to the others infidelity. There are cases of intelligence agencies refusing to believe that an employee is a spy even though the suspect failed 3 polygraph examinations [see Aldrich Ames] and Neville Chamberlain leaving Hitler in the run up in WW2. (TL (2009) p344)LACK OF BASELINE: No baseline or normal operating behaviour information. How they talk and behave in everyday situations. Some people even have tells when lying and it is harder to detect change and tells if you dont know the baseline. As Winston Churchill once said, the farther backwards you can look the farther forward you will see.NOTE: if we know a person well we may unwittingly collude, not wanting to believe our friend, spouse, child or employee would lie to us. LOW INCIDENT RATE: If the incident rate of lying is very low, the screener or interviewer could get careless and simply believe everyone. For example, if a million people a day pass through Heathrow Airport in London, what is the likelihood of catching a terrorist? Assume for the sake of argument that one terrorist goes through Heathrow per month. The low incident rate (one in 30 million) makes detection very difficult. This is why it is crucial to judge each case on its own merits. In fact, a low incident rate, such as terrorism, should be a reason to be more diligent.FAILURE TO CORROBORATE: Essential and basic component for an investigator to use other sources of information (whenever available) to substantiate or raise doubts about a persons claim. This information will also help you evaluate baseline for both honest and dishonest responding.NOT UNDERSTANDING HOT-SPOTS: Hot- Spots are key to evaluating truthfulness and credibility. ATTENTIVENESS - NOT OBSERVING AND LISTENING ATTENTIVELY: Noting baselines and observing hot spots requires active observing and active listening. Errors in assessing truthfulness are often a result of not engaging in active observation: Paying careful attention to the channels through which lies can leak. We will come back to this later.

Success in distinguishing when a person is lying and when a person is telling the truth is highest when:

The lie is being told for the first timeThe person has not told this type of lie beforeThe stakes are high most importantly, the threat of severe punishmentThe interviewer is truly open-minded, and does not jump to conclusions quicklyThe interviewer knows how to encourage the interviewee to tell his or her story (the more words spoken the better the chance of distinguishing lies from truthfulness)The interviewer and interviewee come from the same cultural background and speak the same languageThe interviewer regards the clues described in Telling Lies as hot spots, marking where it is important to get more information, rather than as proof of lyingThe interviewer is aware of the difficulties (described in Telling Lies) of identifying the truthful, innocent person who is under suspicion of having committed an offence.

Lack of knowledgeBaseline error Idiosyncratic errorFalse expectationsInappropriate pressure Othello error Pinocchio error.

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Why truths are disbelieved

40This could be used as a short workshop if time allows. Ask subgroups or whole group to identify causes.Summarize / link group responses to these summary suggestions.Lack of Knowledge: knowing what the truth looks likeBaseline and Idiosyncratic error: This error occurs as a result of failing to consider that a person may always engage in such behaviour and it is their baseline activity. See Brokaw hazard [p91 Telling Lies] False expectations: Preconceived beliefs and ideas held by listener often governed by assumptions as to what they assume to be the case. Can be prefaced by I would never act in that way, or do something like that me theory. Failing to listen to the data and consider the others perspective. Very common.Inappropriate pressure: An assumption that one of the persons in the room MUST be responsible. Or, inappropriate pressure caused by the situation [context] this could be political or media pressure or senior officials present and demanding results. Othello error: Paul Ekman devotes a lot of time to this in his writing [and rightly so see P170-3 Telling Lies]. Shakespeare, the ever accurate observer and chronicler of human frailties has succinctly captured the dilemma here. Important issuePinocchios error: Already reinforced as a golden rule. There is no single indicator. There may be occasions such as in poker where contestants rely heavily on tells A very useful and reader friendly text that covers bias, priming and a lot of issues in this area is Blink, by Malcolm Gladwell (2005).

Using the five channels to empower truth and reach agreement Application examples