Investigative Interviewing (level 1)
Effective communication skills are essential at any interview situation. It enables staff to conduct successful interviews in a variety of situations - to gather information; obtain evidence; establish identity etc and to ensure professional interaction with customers.
Who should attend?
All staff that undertake interviews or interact with customers.
Course Aim
This event provides delegates with the necessary foundation skills for effective communication and interviewing techniques.
Topics covered
- Questioning Skills
- The techniques for eliciting information
- The Kipling Six
- Importance of planning
- Application of improved listening skills
- The use of silence during interviews
- Barriers to effective communication.
- Recognising customers stress and handling their emotions
- Considerations when handling third parties
- Visual and verbal behaviour
- Clarification and evaluation
Duration
2 Days
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