interviews
Demonstrating empathy through adaptive communication
Empathy is not simply about what we say during an investigative interview; it is about how we respond, particularly when conversations become difficult. Moments of resistance, frustration, hesitation, or emotional discomfort provide valuable opportunities to demonstrate empathy through adaptive communication.
A rapport-based interview style reminds us that effective interviewers remain supportive, conversational, warm, respectful, humble, and patient, even when faced with challenging behaviours. Rather than reacting defensively or increasing pressure, adaptive interviewers recognise the interviewee's emotional state and adjust their communication accordingly and reflect empathy.
Consider an interviewee who becomes frustrated and says, “You clearly don't believe anything I'm telling you!” Rather than challenging that perception, an adaptive response might be, “I can understand why this conversation might feel frustrating, I know its not easy. My goal is to always better understand the perspective of the person I am talking to, and I appreciate how difficult that might be”.
This response acknowledges the interviewee's experience without agreeing with their interpretation or compromising investigative objectivity. The key is to recognise that empathy does not require agreement, and persistence does not require pressure. By remaining patient, demonstrating genuine curiosity, and respecting the interviewee's autonomy, investigators can reduce interpersonal resistance and encourage meaningful dialogue.
Ultimately, empathy is demonstrated through our behaviours, not simply our intentions. How we respond during difficult moments often determines whether rapport is strengthened or damaged.
