The Power of Understanding: How Empathy Dismantles Fear in High-Stakes Interviews

Empathy has no script. There is no right way or wrong way to do it. It’s simply listening, holding space, withholding judgment, emotionally connecting, and communicating that incredibly healing message “you’re not alone.”

– Brene Brown

When it comes to interviewing, we must keep fear paramount in our minds. What is the interviewee fearing?  Is it jail time? Who’s going to find out?  What will people think of me? The list is immense, and we only get insight into it by the employment of quality rapport, empathy, and asking good questions. We must be intentionally present when we interview to learn these things.

Interviewing isn’t the only place where this is essential.  In any relationship this is a recipe for success and more meaningful relationships.  When dealing with those who are ill or dying, those in great debt, it is imperative that we understand their fears to be able to reach them and make a difference. Get out of your own way and be intentionally present with those that matter. As always, empathy is a requisite.

Empathy is a critical tool in investigative interviewing, as it helps the interviewer build rapport, gain the interviewee’s trust, and encourage open communication. When addressing an interviewee’s fears, empathy allows the interviewer to perceive and respond to emotional cues. This creates an environment where the interviewee feels understood and safe enough to share information. So how is empathy applied in this context:

1. Building Rapport

• Acknowledging Emotions: The interviewer demonstrates understanding by acknowledging the interviewee's emotional state. For instance, if the interviewee appears nervous, the interviewer might say, "I understand this situation might feel overwhelming, and that’s okay." We must listen to identify these cues and respond appropriately.
• Nonjudgmental Approach: That response best not be filled with judgment. By maintaining a nonjudgmental attitude, the interviewer shows they are there to understand, not to criticize or intimidate. Remember our role in the interview is not that of judge and jury, but that of a mediator of the truth.  We don’t need to, nor should we judge.

2. Active Listening

• Verbal Cues: Reflecting on what the interviewee says and paraphrasing their concerns, such as, "It sounds like you're worried about what might happen if you tell me everything. Is that right?" This summarizing and paraphrasing also shows you are intentionally present and listening, which builds trust.
• Nonverbal Cues: Using open body language, maintaining appropriate eye contact, and nodding affirmatively to show attentiveness and understanding. Leaning forward and using appropriate sub-vocals can help these interactions.

3. Creating Psychological Safety

• Normalizing the Fear: Empathizing with the interviewee's fear by normalizing it, such as, "It’s natural to feel hesitant in situations like this, but I’m here to help you through it." Make these exchanges very conversational, which should not be difficult if empathy is sincere.  If it isn’t, don’t bother doing it, because your lack of credibility will be obvious.
• Providing Reassurance: Ensuring the interviewee knows they are in a supportive environment and explaining how their cooperation can help resolve the issue. Let them know that you are there to walk them through the entire process.

Replace your judgments with empathy, upgrade your complaining to gratitude and trade in your fear for love.

– Hal Elrod

4. Understanding the Root of the Fear

• Open-Ended Questions: Using open-ended questions to encourage the interviewee to elaborate on their feelings or concerns, such as, "Can you tell me more about what’s making you uncomfortable?" These questions are essential to get the totality of the information in the interview, but also to understand the circumstances and fears involved.
• Exploring Underlying Causes: Identifying specific fears, whether it’s fear of retaliation, embarrassment, or legal consequences, and addressing them directly. Once you identify the fears and your understanding of them, and that there is no judgement of them, the truth is much easier to communicate to you.

5. Tailoring Responses to Alleviate Fear

• Empathetic Validation: Validating their feelings to show understanding, e.g., "I can see why you’d feel that way; it’s a difficult situation to be in."
• Offering Practical Solutions: Explaining protections or support systems in place, such as confidentiality measures that address the interviewee’s specific fears.

6. Maintaining Patience

• An empathetic interviewer is patient and gives the interviewee time to process their emotions, knowing that a pressured individual may become more defensive or withdrawn and shut down. How long does the interview take?  It takes as long as it takes, and if you are intentionally present you will know how to operate in that time.

By effectively using empathy, the interviewer not only addresses the interviewee's fears but also fosters a cooperative atmosphere that facilitates the gathering of accurate and reliable information.

Research emphasizes the critical role of empathy in addressing fears and building rapport during investigative interviews. Empathy enables the interviewer to understand the interviewee's emotions and perspective, which can help reduce anxiety, build trust, and encourage open communication. Studies such as those by Holmberg and Christianson (2002) have shown that when suspects perceive interviewers as empathetic and understanding, they are more likely to cooperate and share information.

To summarize, as you prepare for your next encounter, keep these key empathy techniques and ways to address interviewees’ fears at the forefront of that plan:

Key Empathy Techniques:

1. Active Listening: This involves fully focusing on the interviewee's verbal and non-verbal cues without interruption. It demonstrates respect and acknowledgment of their feelings.
2. Verbal Affirmations: Statements like “I understand this is difficult to talk about” can help validate the interviewee's emotions, reducing stress and making them feel heard.
3. Cognitive Empathy: This involves understanding the interviewee’s fears and concerns while maintaining professional detachment. It differs from affective empathy, which could overwhelm the interviewer if not managed properly. Consistent employment of this will allow the development of the clear distinction/

Other Methods to Address Interviewee Fears:

1. Rapport-Building: Conducting quality interviewing prioritizes establishing a non-confrontational, respectful environment where the interviewee feels safe.
2. Emotion Regulation: Helping interviewees manage their emotions by maintaining a calm demeanor, using reassuring body language, and modulating the intensity of questioning to prevent escalating anxiety.
3. Contextual Adjustments: Adapting the environment (e.g., interview location and seating arrangements) to minimize stress.
4. Transparency: Clearly explaining the process and goals of the interview to reduce uncertainty and build trust.

For further reading on empathy and its applications in investigative interviewing, studies by Walsh and Bull (2012) and Holmberg and Christianson (2002) provide valuable insights. Additionally, practical guidance can be found in literature on the PEACE approach and emotional intelligence in law enforcement settings.

Anderson Investigative Associates is positioned to custom-tailor training to your specific needs.  If you have any questions or would like to discuss the issue of the use of empathy to address fear in the interview room, or any training need, please reach out.  Additional issues pertaining to interviewing, auditing, and investigations can be found in other blogs and videos that I have produced and are contained in most blocks of instruction that our company presents.

If you have additional questions, comments, or have an interview topic you would like me to address, give me a shout.  In the meantime, be well, stay safe out there, and establish your interview approach to have quality rapport and employ empathy to address fear in the interview room.  These qualities will improve your interviewing and their context of good communication, can improve many aspects of your life.

Mark A. Anderson

Director of Training and Development

Anderson Investigative Associates, llc

114 Loucks Avenue

Scottdale, PA 15683

manderson@andersoninvestigative.com

tel:912-571-6686

www.AndersonInvestigative.com

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