TLDR;
This video explains elicitation, a communication technique used to gather information without directly questioning someone. It leverages psychological tendencies to encourage the other person to voluntarily share information. The video outlines several elicitation techniques, including triggering a need to correct the record, bracketing, and expressing disbelief. It emphasises the importance of using statements rather than questions to avoid setting off "security alarms" in the other person's mind.
- Elicitation involves using statements instead of questions to gather information.
- Key techniques include triggering a need to correct, bracketing, and expressing disbelief.
- Elicitation leverages psychological tendencies like the desire to be helpful and correct others.
Introduction to Elicitation [0:00]
Elicitation involves using statements rather than direct questions to obtain information. The more sensitive the information, the fewer questions you should ask. Triggering a need to correct the record is one effective method, but it's not the only one.
Elicitation in Action: The Whole Foods Example [0:20]
To illustrate elicitation, imagine trying to find out a Whole Foods employee's hourly wage without asking directly. Instead of asking, "How much do you make?", you could say, "I read that Whole Foods employees now make £26 an hour." If the employee makes less, they're likely to correct you, revealing their actual wage without feeling pressured. This demonstrates how statements can be more effective than direct questions.
Additional Elicitation Techniques: Statements and Disbelief [1:35]
Beyond correcting the record, making general statements can also encourage information sharing. For example, saying "I bet you had some interesting experiences doing that" prompts the person to volunteer information. Another technique involves expressing disbelief. If you want to know if someone has been on holiday, say "You look like you just got back from a vacation." Their response will likely provide more detail than if you had simply asked if they went away.
Elicitation in Business Intelligence [2:56]
Elicitation is also useful in business intelligence. For example, to find out when a company is moving, someone might say, "I heard you guys are moving between March and April." The person with inside information is likely to correct the statement, revealing the actual moving date, even if they're not supposed to disclose it. Expressing disbelief, such as "There's no way you're moving in February; it's too cold," can further encourage them to reveal more information.
Recap and Useful Phrases [3:43]
To start or continue a conversation using elicitation, use phrases like "So, you've been doing this for three years or so," "This isn't the best job, but it's getting things done for you," or "I bet that was interesting." The phrases "so" and "I bet" are particularly effective.
Elicitation: A Strategic Communication Technique [4:08]
Elicitation is a sophisticated communication technique used to strategically obtain information without the other person realising they're revealing it. Rooted in universal human tendencies and studied in social and cognitive psychology, it's used in intelligence contexts. The FBI defines elicitation as the strategic use of conversation to extract information without the person knowing they're being questioned.
Psychological Principles Behind Elicitation [4:46]
Elicitation works by leveraging natural psychological tendencies, such as the desire to appear competent, be helpful and polite, feel appreciated, and correct others. These dynamics are supported by research and are based on cognitive biases, social desirability, reciprocity, and impression management.
Specific Elicitation Techniques [5:16]
The FBI lists several elicitation techniques, including deliberate false statements (provoking correction), bracketing (offering a range of estimates), and disbelief. Other techniques include flattery (using compliments), and macro to micro (starting with broad topics and narrowing down to sensitive details).