Transcript Using emotional competencies and skills to lead more

Using all five channels of communication
to enable truthfulness and resolve
mediation conflicts.
Presented by
John Bowling
Kristin Walle
Mike Palestina
Awareness
Understanding
Response
Context
Clarity of
situation, systems
and setting
Accurate interpretation
guiding strategy, change
and/or alignment
Others
Empathy
Effective
Relationships
Self
Thoughts and emotions
Self-management
Emotions - characteristics
An emotion can be regarded as a neurophysiological
response designed to deal with or facilitate social
function or coordination.
Emotions occur in response to some kind of
stimulus (actual, imagined, or relived) and they are
usually:
 rapid
 coordinated and organized
 have reliable signals
 have social functions.
Dr. Paul Ekman
Emotion
Facial Expressions
Body Language
Cognition
Five
Channels
Context
Voice
Verbal style
Verbal Content
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The Face
METT pre-test
Fear
and
Surprise
Spot the difference
Anger
and
Spot the difference
Disgust
The true smile?
Post-Test
METT
Channel Two
Body language
Body language –
Gestures
Most useful in
detecting truth/lies
Emblems
Illustrators
Manipulators
Least useful in
detecting truth/lies
Emblems
 Presentation box
 Leakage.
Channel Three and Four
Voice and Verbal Style
Voice
Hot spot reflected in pitch or tightness
of voice
 Softer may reflect lie
 Softer and lower with sadness or when
unsure
 Higher in pitch with fear and anger
 Edge with anger.
Verbal style
Changes in pauses or filled pauses
Changes in use of jargon
Stuttering and repetitions
Changes in pronoun usage
Changes in tone of voice
Verbal hedges.
Channel Five -Verbal
Content
Language usage
 Consistency
 Spontaneity
 Congruence
A Forensic Approach
1.
2.
3.
4.
5.
6.
7.
8.
Tell me…Explain…Describe…
Encouragers… mm..and..
What were you thinking/feeling…
Walk me through again…..
Let me see if I understand you..
Is there a possibility that….
What should happen to….
Is this a true story…. etc
1. Account
2. Account+
3. Thinking/Feeling
4. Probe core
5. Play it back
6. Assumptive
7. Punishment
8. Closed
NB Red = only in deception cases and with care…. non-accusatory
Psychological Models Truth and Lies
Activity
In pairs, discuss what you believe are reliable
indicators of:
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1.
Lies?
2.
The Truth?
Definitions
Truth:
“A sincere attempt to provide accurate
information”
Lie:
“Deliberately choosing to mislead someone
without giving prior notification”.
(Dr Paul Ekman)
Psychological Aspects - Truth
Spontaneity
Voice
Verbal style
Facial Expressions
Body Language
Verbal Content
Consistency
©Pearse.J, and Lansley.C.A, (2010)_ - first published in TJ – Oct 2010.
Nature of lies
 Concealment / Omission
 Falsification
 Misidentifying the cause of an emotion
 Telling the truth falsely
 The incorrect-inference dodge.
Psychological Aspects - Lies
Facial Expressions
Body Language
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Voice
Verbal style
Verbal Content
Many
Hot Spots
0
Nothing
To lose
What Happens
If Caught Lying
Severe
Punishment
Hot spots
Micro Expressions
Gestural Slips
Vocal Clues
Memory Mistakes
Textual Signs
There is no behavioral sign
+ If present: always means the
person is a liar.
− If absent: always means the person
is a truth teller.
Golden Rules
1. There is no Pinocchio’s nose – no single
reliable indicator of truth or lies
1. You will see something; you will hear
something but you will not know why. Take
a hypothesis testing approach.
Why lies are believed
Uncontrollable factors
 Characteristics of interviewee and context
Controllable factors
 Lack of knowledge and skills
 Collusion and truth bias
 Lack of baseline
 Low incident rate
 Failure to corroborate
 Not understanding “Hot-Spots”
 Not observing or listening attentively.
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Why truths are disbelieved
 Lack of knowledge
 Baseline error
 Idiosyncratic error
 False expectations
 Inappropriate pressure
 Othello error
 Pinocchio error.
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Using the five channels to
empower truth and
reach agreement –
Application examples