The Reid Technique®
Telephone Interviewing Techniques

Many industries such as insurance companies, financial institutions, and credit card companies rely extensively on telephone interviews to conduct their investigations. There are a number of different skills required to conduct telephone interviews versus a face to face interview. For this reason, Reid & Associates contracted with Daniel Marsano, a leading expert in telephone interviewing techniques, to help write this course. This three hour course is Reid's most frequently re-ordered audio course by the same company -- after hearing the course they want to expose the techniques to other divisions or investigators in different locations. The training program is accompanied with a 64 page study guide and includes the following topics:

Part I: Introduction to Telephone Interviewing
* Limitations and benefits of a telephone interview
*Goals of the telephone interview
* Appropriate and inappropriate use of telephone interviews
*When and where to call
*Starting the interview
*Establishing rapport with the subject
*Procedural considerations
* Personality traits of a successful interviewer

Part II: Behavior Analysis
* Channels of communication
* General assessment versus specific event assessments
* Evaluating attitudes
*Psychological principles of verbal behavior
* Truthful behavior symptoms
*Deceptive behavior symptoms
*Response latency
*Voice characteristics
*Erasure behaviors
*Psychological principles of response content
*Evaluating memory
*Evaluating segments of an account
*Evaluating pronouns
*Phrases which indicate edited information
*Evaluating logic within a response

Part III: Questioning Techniques
* Interview structure
* The initial open questions
* Techniques to draw out a response
* Asking clarifying questions
* Asking direct questions
* Summary statements
* Linguistic interpretations

This course is available in either CD or audio cassette form. (The CD version provides the study guide as a PDF file.)

CD version is $90.00
Audio cassette version is $79.99