This presentation will support the webinar and covers; What is a baseline and why is it important? Baseline questions What to look for and take note of Common errors when establishing/interpreting a baseline Techniques for building rapport Mirroring, understanding, sharing experiences How to conduct conversational style interviews Building rapport across cultures How to ensure you come across as sincere Exercises for developing and improving skills

1. Class 2: Rapport
Don Rabon
Expert Investigator, Author, Instructor
dwrabon@msn.com

2. Introduction
Don Rabon
Don Rabon, CFE, author, speaker, instructor and former investigative
director, has more than 34 years of experience conducting training in
interviewing techniques, detecting deception and investigative disclosure
analysis. Rabon is the author of many books, including Interviewing and
Interrogation 2nd Edition and Fraud Related Interviewing. Rabon is
retired from the North Carolina Justice Academy, North Carolina
Department of Justice, where he served as Deputy Director.
Joe Gerard
Joe Gerard is the VP of Sales & Marketing at i-Sight, a leading provider
of web-based case management software for corporate investigations.
He’s worked with companies like Dell, Coke, Allstate, BP and more than
100 others to implement improved investigative processes that leverage
best practices and case management.

3. Investigative Interviewing
Class 2: Rapport

4. “I became insane, with
long intervals of
horrible sanity”
Edgar Allan Poe

5. Rapport
By way of context
Logic
Aristotle
Emotion
Character

6. Character
The most critical attribute!
“Through Sound”

7. Purpose
Enhance the success rate in gaining a
positive interview outcome
Endeavor to minimize the liability to the
interviewer / organization

8. Level of Contention
Recant
Regret Factor
Challenge
Effective Interviewing
Dynamics that are
below the line

9. WHAT ?
ANSWER

10. Rapport Defined
“_______________________
_______________________
_______________________
______________”

11. HOW ?
ANSWER

12. Methodology for Developing Rapport
1. 5.
2. 6.
3. 7.
4. 8.

13. …heightened attention leading to
increased suggestibility.
The suggestion being, move
from the unwilling chair to the
willing chair.

14. The three benefits are:
 Trust
 Help
 Understanding

15. How it is developed?
Confirmation ?
Formula for development
Verification
Three options

16. This brings us up to:
January 19, 1809 – October 7, 1849

17. His Work influenced literature in the U.S and
around the world

18. Specialized Field: Cosmology

19. Specialized Field: Cryptography

20. Works still have influence

21. 1845

22. 'When I wish to find out how wise, or how stupid, or how
good, or how wicked is any one, or what are his thoughts at
the moment, I fashion the expression of my face, as
accurately as possible, in accordance with the expression of
his, and then wait to see what thoughts or sentiments arise in
my mind or heart, as if to match or correspond with the
expression.'

23. 'When I wish to find out how wise, or how stupid, or how
good, or how wicked is any one, or what are his thoughts at
the moment, I fashion the expression of my face, as
accurately as possible, in accordance with the
expression of his, and then wait to see what thoughts or
sentiments arise in my mind or heart, as if to match or
correspond with the expression.'

24. Non-verbal mirroring

25. Verbal Mirroring

26. The mind as a computer

27. Five sensory channels
All that we ever
Seeing learned we:
Hearing
Feeling
Taste
Smell

28. Five sensory channels
But when others
Seeing communicate with
us:
Hearing
Feeling
Taste
Smell

29. Five sensory channels
Seeing
Hearing
Feeling
Taste
Smell

30. Three primary sensory channels
See
Hear
Feeling

31. Dominant sensory channel
Everyone has one!

32. Three primary sensory channels
Visual (1)
Auditory (2)
Feeling (3)

33. Predicates for the
representational systems

34. Seeing
Appear Scan
Clear Scope
Cockeyed Tint
Colors Vague
Focus Watch
Glance Blind to
Look Seeing Red
Neat Green with Envy

35. Hearing
Audible Prattle
Babble Quiet
Buzz Silence
Discord Shriek
Echo Squawk
Grumble Stammer
Harmony Give a Hoot

36. Feeling
Bounce Poke
Feel Tender
Grasp Touch
Handle Beside yourself
Kiss Breakdown
Lukewarm Iron Out
Press Raising Hell

37. Sensory linguistic matching for rapport
• I see what you are trying to show me.
• I hear exactly what you are saying.
• I have a grasp for how rough it must
have been.

38. We knew what worked.
We didn’t know why it worked.

39. Only knowing “what” limits the interviewer to
only being rote.
Knowing “why” allows the interviewer to
become a performer.

40. The answer is found in the second portion of
what the young man had to say:

41. 'When I wish to find out how wise, or how stupid, or how
good, or how wicked is any one, or what are his thoughts at
the moment, I fashion the expression of my face, as
accurately as possible, in accordance with the expression of
his, and then wait to see what thoughts or sentiments arise
in my mind or heart, as if to match or correspond with the
expression.'

42. Mirror Neurons

43. First, what is a neuron?
A neuron is an
electrically excitable
cell that processes
and transmits
information by
electrical and
chemical signaling.
Neurons are the core
components of the
nervous system.

44. "An adult human
brain has more than
100 billion
neurons"

45. Mirror neurons:
A mirror neuron is a Thus, the neuron
neuron that fires both "mirrors" the
when an animal acts behavior of the other,
and when the animal as though the
sees or hears the observer or listener
same action were itself acting.
performed by
another.

46. Mirror neurons were
first described in
1992. Some
scientists consider
this to be one of the
most important
recent discoveries in
neuroscience.

47. Examples from everyday

48. These mirror neurons are important for understanding
the actions of other people.
Mirror systems simulate observed actions, and thus
contribute to theory of mind skills.

49. Theory of Mind ( ToM )
Having a theory of It enables one
mind allows one (interviewer) to
(interviewer) to understand that
attribute thoughts, mental states can be
desires, and the cause of—and
intentions to others, thus be used to
to predict or explain explain and predict—
their actions, and to others’ behavior.
posit their intentions.

50. Alterity:
A term meaning "otherness", strictly being in the sense
of the other. (Latin alter).
It implies the ability to distinguish between self and not-
self, and consequently to assume the existence of an
alternative viewpoint.

52. Activate the mirror neurons of the
interviewee
Rapport !

53. 2 tuning forks in the key of C

55. Three (3) very powerful mirror neuron
activating options
• Story
• Parable
• Suggestion

56. Questions
If you have any questions, please submit them now.
Thank you for taking the time to attend today’s webinar.
If you have any questions about the information covered in the webinar,
please contact:
Joe Gerard Don Rabon
jgerard@i-sight.com dwrabon@msn.com