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I D E N T I F Y T H E T R U T H w w w. w-z .c om

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Wayne Hoover, CFI @WZ_Training@waynehoover16 @IAInterviewers

C O N F L I C T R E S O L U T I O N & D E - E S C A L A T I O N w w w.w - z . c o m© 2021 Wicklander-Zulawski & Associates All Rights Reserved

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Copyright 2021 Wicklander-Zulawski & Associates, Inc. All rights reserved.

Reproduction and distribution of this presentation without written permission is prohibited.

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I D E N T I F Y T H E T R U T H

Causes of Resistance

• Interviewer• Environment• Subject


Types of Denials

• Emphatic DenialsRefuses to acknowledge truth of allegation(s)

• Explanatory DenialsExcuse/reason why they could not be involved

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Position of Resistance in Interview

• Introduction• Empathy Statements• Assumptive question• Developing the

admission• Anticipate throughout

I D E N T I F Y T H E T R U T H # W Z T r a i n e d

Re-Evaluate Approach (Causes of Resistance)

• Potential of subject innocence• Failure to establish credibility• Failure to show understanding• Too specific with allegation

1. Specific Denial2. Better Questions

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ManagingResistance


Exit Strategy

• Transition to alternate method• Re-orient the subject• Re-establish rapport• De-escalate any anxiety• Thank them for their time• Inform them that investigation continues• No threats, promises, leniency• Leave the door open

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Understanding Explanatory Denials

• Emphatic denials were not working• Designed to sidetrack/take offense• Could be innocent• Introductory phrases• Recognize & ask for explanation• Acceptance by interviewer• Empathy statement opportunity


Anatomy of Anger

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C O N F L I C T R E S O L U T I O N & D E - E S C A L A T I O N w w w.w - z . c o m© 2021 Wicklander-Zulawski & Associates All Rights Reserved

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Emotional Intelligence (EI) is…

…the ability to manage the impact of emotions on our relationships with others.

…using good interpersonal skills to create positive relationships.

Emotional Intelligence

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Primary Dimensions of EI

• Self-Awareness• Self-Management• Social Awareness• Relationship Management

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Benefits of Developing your EI

• Manage difficult conversations• Expressing yourself with clarity and warmth• Keep your emotions under control• Communicate respect• Make appropriate statements• Remain resilient in the face of resistance

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vedFailure to use Emotional Intelligence…

…reduces conscious engagement…can result in reversion to old habits…leaves people thinking you are disinterested…erects barriers…blocks reception of important signals


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vedUsing mindfulness and EI to forge a

connection……switch your attention away from yourself…recognize emotional cues…show empathy…understand the effect of the situation…be responsive to the other person’s needs



The Problem with Dominance

• Most people resent being dominated• May respond by avoiding you

Domination ↑ Information ↓• May impede ability to:

− Distinguish symptoms from causes− Evaluate risks− Identify levers and opportunities− Decide on action

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Sympathy vs. Empathy…

Sympathy:• Judgement of someone’s situation• Refection of how you feel• Caring and helpful• Devoid of practical analysis


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Sympathy vs. Empathy…

Empathy:• The other person’s perspective• Shows understanding• Gains trust• A tool for relationship-building• Active listening, communication and

analysisEmotional Intelligence


Rapport and EI

Rapport is the cornerstone of effective non-confrontational interviewing. Use EI to grow rapport-building skills.• People share experience through stories• If asked, people will tell you what’s most important to

them• Good listeners facilitate great conversations

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First: Don’t Make it WORSE

# W Z T r a i n e d

THANK YOU!

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