Course Title: Telephone Interviewing Skills

Duration:3 days

Dates:

15-06-10 - 17-06-10

Costs: £1375.00

Course Overview

This is suitable for those who interview potentially deceptive customers, employees and insurance claimants by telephone in order to raise the chances of detecting deception and filtering the genuine from the fraudulent. It focuses on conversation management, questioning skills, interview structure, effective listening and processing information, together with an effective note taking method. It also considers the advantages and disadvantages of the telephone interview, appropriate non-verbal communication and the cognitive interview.

Who should attend?

The telephone interviewing skills course is suitable for any potentially fraudulent customer or client interview by crime investigators, compliance officers, auditors, personnel, bank and insurance investigators or call centre staff; anyone responsible for investigating and interviewing people where they need to determine the truth by way of a telephone interview.

Course outline

• Analysis of interview limitations & information processing
• How genuine memory works- an introduction to Cognitive Interviewing
• Conversation management & non-verbal communication
• High level listening skills- the key to all other skills!
• Interview planning and dealing with information
• Interview structure in conjunction with a note taking process
• Deception- the reality and recognition of common types and behaviours

Learning Objectives

By the end of the course delegates will be able to explain:

• The processes of rapport, interviewer limitations and self projection
• The key principles of memory processes
• And demonstrate higher levels of listening skills
• Key elements and limitations of non-verbal communication
• And demonstrate interview planning
• And demonstrate interview explanations and interview structure in conjunction with interview note taking
• And recognise some key factors in deception

Business Outcomes

• Improved levels of planning, knowledge and interviewer skills raise effectiveness and save time, with relevant cost benefit
• Raising staff confidence levels, leads to increased job satisfaction, reduced staff turnover and higher employee engagement indices
• Improved control of interview content and contact leads to cases containing more relevant details, checkable facts and identified inconsistencies
• Better fraud prevention and increased levels of detection lead to the reduction of losses and a stronger control environment