EVERYDAY CSI

Clues, Signs, and Interviewing

Are you a people watcher?People watching or crowd watching is the act of observing people and their interactions, usually without

their knowledge. It involves picking up on idiosyncrasies to try to guess another person's story. This includes speech in action, relationship interactions, body language, expressions, clothing and activities. Eavesdropping may accompany the activity, though is not required. For some people it is considered a hobby, but for many others it is a subconscious activity they partake in everyday without even realizing.

Uses People watching can be insightful and informative for authors when writing a book or actors when

performing a play. Watching how other people walk, talk and interact with each other can be used as inspiration for their characters. It can also inspire other artistic works such as artwork and photography, or lead to writing a symphony, movie script or blog post. For others, people watching is a fun and relaxing activity.

Naturalistic observation Naturalistic observation is used for scientific purposes. It uses the same techniques as people

watching. The key is to not let anyone know that you are observing him or her. People are in their natural environment, so there is no pressure for them to behave a certain way, as they would feel if they knew they were being studied. Scientists often are fond of this method because people are acting naturally and not acting how they are expected to act.

Definitions

Body language, the unconscious and conscious transmission and interpretation of feelings, attitudes, and moods, through: body posture, movement, physical state, position and relationship to other bodies, objects and surroundings, facial expression and eye movement, (and this transmission and interpretation can be quite different to the spoken words).

kinesics [ki-nee-siks, -ziks] noun, ( used with a singular verb)the study of body movements, gestures, facial expressions, such as winking, shrugging etc., as a

means of communication.

proxemics [prok-see-miks] noun, ( used with a singular verb)1. Sociology, Psychology. the study of the spatial requirements of humans and animals and the

effects of population density on behavior, communication, and social interaction.2. Linguistics. the study of the symbolic and communicative role in a culture of spatial

arrangements and variations in distance, as in how far apart individuals engaged in conversation stand depending on the degree of intimacy between them.

haptics [hap-tiks] noun, ( used with a singular verb)the branch of psychology that investigates sensory data and sensation derived from the sense of

touch and localized on the skin.

Our bodies have a language of their own, andtheir words aren’t always kind

AVOIDING EYE CONTACTWhen you don’t look someone in the eyes, it can signal deception or a lack of respect

SLOUCHINGBad posture signals to others that you lack confidence and have poor self

esteem or low energy levels

A WEAK HANDSHAKEA handshake that isn’t firm will signal a lack of authority. One that is too firm

could make you seem overly aggressive

FOLDING ARMSThis stance creates a sense of being closed off and may signal to others that you are disinterested

in them or don’t buy into their message

Looking DownWhen you look down while making a point, it loses all of its power and can may you look weak. In everyday interactions, it can make you look uncomfortable or

self-conscious

Angling Body Away From OthersToo much physical distance, angling the body away from the person you’re speaking with or not leaning into a conversation shows that you are uncomfortable, distrustful or disinterested in the subject

Fidgeting And Touching Hair Fidgeting and playing with hair or clothes can reveal an excess of energy, which signals discomfort or anxiety

Invading Others’ Space When you are closer than 1.5 feet away from a colleague

or you treat their possessions and office space as if it were your own, it signals disrespect and that you don’t have a

clear understanding of personal boundaries

Glancing-At-The-ClockGlancing At The Clock or at your watch or even looking past a person who you’re speaking with

will communicate disinterest or arrogance

Frowning Or Scowling Scowls and frowns, often unintentional and unconscious, communicate unhappiness

and disagreement

The InterviewThe Purpose of the Interview in Housing

From the Perspective of the Housing Authority:

1. Enlist the participation and cooperation of the client in the Housing Authority’s process.

2. Enhance the client’s understanding of the Housing Authority’s policies and procedures.

3. To secure the information which the Housing Authority needs to determine initial and on-going eligibility.

4. Further the understanding of the rights and obligations of the client in the Housing Authority’s process.

5. Supplement the Housing Authority’s other means of communication with the client.

From the Perspective of the client, the Interview Provides an Opportunity to:

1. Present his/her information in his/her own words.

2. To clarify questions the client may have about eligibility requirements, policies and procedures.

3. Gain an understanding of the housing programs, the benefits and expectations of the client in meeting program requirements.

4. Further the understanding of the rights and obligations of the Housing Authority in the eligibility process.

WAYS TO ESTABLISH RAPPORT

Establishing a baseline…

1. Going to the waiting room, introducing yourself when necessary, greeting the client politely and escorting him/her to the office.

2. By addressing the client by title: Mr. Ms., Mrs., Miss.

3. By showing them where to hang their wraps, offering them a chair.

4. By asking them how to pronounce their name.

5. Smiling.

6. Asking them if there are any corrections to their application form.

7. Eye contact.

8. Above all, the general rules of courtesy.

QuestionsGood, Bad, & Questionable

The Use of Questions

1. To obtain specifically needed information

2. To lead the client’s flow of thought from the meaningless to pertinent material

3. To check your understanding of what the client has just said, to clarify

Evolution of the study of body language

The first known experts to consider aspects of body language were probably the ancient Greeks, notably Hippocrates and Aristotle, through their interest in human personality and behavior, and the Romans, notably Cicero, relating gestures to feelings and communications.

Isolated studies of body language appeared in more recent times, for example Francis Bacon in

Advancement of Learning, 1605, explored gestures as reflection or extension of spoken communications. John Bulwer's Natural History of the Hand published in 1644, considered hand gestures. Gilbert Austin's Chironomia in 1806 looked at using gestures to improve speech-making.

Scientific research on non-verbal communication & behavior began with the 1872 publication of Charles Darwin’s The Expression of Emotions in Man & animals.

In his popular 1971 book 'Body Language', Julius Fast (1919-2008) wrote: "...kinesics is still so new

as a science that its authorities can be counted on the fingers of one hand..."

What about you?• Because you work in the Human Services Field,

you are required to “read” people.

• You could compare reading body language to watching your favorite TV show. You would not watch just one scene. You would watch the entire episode to get the meaning of the one scene. Additionally, you would have the history of the past shows to draw from. In other words, you would have the BIG picture. You need this when it comes to reading Body Language!

Non-verbal CluesAs I mentioned before, body language is displayed

from head to toe.

Use non-verbal communication (body language) to SOFTEN the hard-line

position of others

• S = Smile• O = Open Posture• F = Forward Lean• T = Touch• E = Eye Contact• N = Nod

Open Body Language• Open body language can also be called positive body language.

• Leaning forward toward the person and pointing the body toward the other person indicates positive body language and increases verbal output. Some people call pointing the body away from the questioner “Navel Intelligence”.

• Nodding the head affirmatively, briefly, and now and then, during the conversation, increases the speech duration of the speaker and provides positive reinforcement to the speaker.

• Opening the arms and relaxing the legs are also signs of open body language.

• Mirroring the movements of the other person can help the person feel more friendly and “on the same wave length” as the person mimicking the movements.

7 Universal Facial Expressions

• Happy• Sad• Surprised• Fearful• Angry • Disgusted • Contempt

About The Eyes• Eye contact is the primary way people

communicate dominance. People who want to dominate will stare at and survey others while making direct eye contact. They will also be the last person to break eye contact.

• When people encounter people or things they like, the rate of blinking increases & pupils dilate.

Direction What does the direction that someone’s looking in tell us about what

they're thinking or feeling? Well, probably just what they're looking at.

Maybe you’ve heard this before...Eyes to the right liar.Eyes to the left are truthful

The thing to look out for is the direction someone's eyes are looking in

when they're thinking. Looking to their left indicates that they're reminiscing or trying to remember something. On the other hand, looking to their right indicates more creative thoughts, and this is often interpreted as a potential sign that someone may be being deceitful in some situations, i.e. creating a version of events.

Note: if a person is left handed, the direction indicators may be reversed.

The “Eyes” Have ItSignal Part of Body Possible Meaning

looking right (generally) eyes creating, guessing, fabricating, lying, storytelling

looking left (generally) eyes recalling, remembering, retrieving 'facts'

looking right sideways eyes imagining sounds

looking right and up eyes visual imagining, fabrication, lying

looking right down eyes accessing feelings looking left and up eyes recalling images, truthfulness

looking left sideways eyes recalling or remembering sounds

looking left down eyes self-talking, rationalizing

direct eye contact(when speaking) eyes honesty - or faked honesty

direct eye contact(when listening) eyes attentiveness, interest, attraction

Leg & Foot Actions

• Leg & foot movements can display a “wish to be gone”

• People tend to focus on face & hands. The legs are often forgotten even though they are the part of the body a deceptive person has the least amount of control.

• Try sitting face to face without anything between you and the person you are interviewing. You will be amazed at what you see.

Dominance and The Rest of the Body

Splaying - is a territorial display of the body to show disrespect or indifference toward someone. It is when a person spreads out and makes the body very large.

The Dominant handshake -When a person extends a hand with the palm facing downwards. That gesture forces the other person to shake with the palm facing upward, submissive position.

Guiding – when a host places his hand on the person’s back between the shoulder blade & presses lightly in the right direction.

Seat straddling – This method involves the person sitting so the back of the chair acts as

an arm rest. It allows the person to feel protected from the group by the back of the chair and enables the person to take a dominant role or attitude in the group conversation.

What do you see?

Verbal Clues

Verbal clues are more reliable than non-verbal

This is especially true when you remember to look for deviation from the baseline speech you have observed.

Detection of verbal clues is especially important when conducting phone interviews.

Types of Verbal Clues

Speech stumbles Increased pauses Use of “filler words” like “umm”, “ahh” & “uh

huh”, before responding to a question Stalling for time by answering a question with a

question Asking the speaker to repeat the question Beginning the answer with the word “well”

A “Footnote”

Feet & Legs are the most honest part of the body.

They are the furthest away from the brain & consequently they are one of the hardest parts of the body to consciously control.

Happy Feet are those feet getting something of value from another person. They wiggle &/or bounce for joy.

Remember, you need to look at the person’s foot behavior & then watch for any sudden or even not so sudden changes. While most people look for the telltale signs by looking into the eyes, when in an interview, look

for signs their feet are giving you. When a person turns his feet away, it usually means disengagement, a desire to distance himself. If a person turns their torso AND their feet to admit you, then the welcome is genuine. A study of courtroom behavior revealed jurors turn their feet toward a door such as an exit or hallway when they don’t like a witness. They do this while politely facing the witness who is speaking.

HAPPY FEET?• If you are speaking to a client and they suddenly or even gradually move their feet away from

you, you need to process this information. You need to determine why the shift has occurred. It may be they are late for another appointment or maybe they just don’t like what you are talking about or questioning them about.

• There are other examples of intentional movements that signal the person wants to leave. Holding on to their knees with both hands, shifting their weight as they are seated, are other signs the person wants to leave.

What do you see?

No man has a good enough memory to make a successful liar – Abraham Lincoln

Detecting Deception All of us want to know the truth. We all depend on honesty. When we say we tell

or hear lies daily, they are “white lies” meant to protect us… for example: Do I look fat in this outfit? In fact, some research suggests we are lied to 20-200 times a day!

There is no man, machine, no test, or method that can detect with 100% accuracy

the “LIE”. Even polygraph machines are only between 60-80% accurate. That is why you must look for clusters of behaviors when observing a person’s

body language.

Practice makes perfect keep observing and let the person’s body language “speak to you” so you can

better understand what they are thinking, feeling, or intending. Their body language will give you the clues you need to make determinations as to their deception or lack of deception.

Did You Know?• ASK FOR THE TRUTH UP FRONT. STUDIES SHOW 50-80% INCREASE IN TELLING THE TRUTH WHEN

YOU ASK!

• Shoulder shrugs - where only one shoulder comes up or if the shoulders rise nearly to the ears & the person’s head seems to disappear, can indicate the person is about to answer a question deceptively.

• When a person is lying, mistakes that can reveal his deception are likely to be found in Non-verbal behavior.

• Vocal quality is the least reliable indicator of deception. • A deceptive person will repeat the entire question you just asked in full. The person is trying to gain

time to develop his answer!• Use of strict chronological order to tell a story can signal a made-up story. Try having the person

tell the story in reverse order. Liars keep the details of their stories straight by keeping to the chronological order.

• Deceptive people engage in more eye contact than the average person because they need to sell their story. Their rate of blinking also increases.

• When a person uses the phrase “to be honest…” It may suggest he is lying or omitting something.• When trying to discover what motivated a person to do something, be non- confrontational. Asking

“why” may make the person defensive. Asking “what made them do what they did” removes the pressure to answer truthfully.

• A detailed prologue is likely to be found in a deceptive story. A person who is lying will pad a story with meaningless details that precede the main event. The introductory details will often be true.

Did You Know (Continued)• Someone telling a true story is more likely to skip around. They recall emotions. Liars

do not feel the real emotions as they spin their concocted stories. • Women are generally believed to be better at recognizing and reading body language.• When someone tells a truthful story, he is likely to include details around the main

event.• People who use gestures in telling their story are likely telling the truth. • Someone telling a true story is likely to add an epilogue that summarizes the story. • When men lie, they tend to rub the eye vigorously while looking at the floor if telling a

whopper. Women tend to gently massage the skin under the eye & look toward the ceiling.

• Rubbing the ear & pulling on the earlobe are an adult’s equivalent of a child covering both ears to avoid being scolded for telling a lie.

• Rubbing or scratching the neck or pulling on the collar are self-soothing actions that people perform when not telling the truth or keeping something back.

• As a rule, people are best at reading facial expressions, then body language, and finally, personal space & touch

• A person asserting dominance will refrain from smiling to communicate seriousness & may instead frown or purse his lips.

5 Basic Steps to get to the truthOne interview method to get to the truth in interviewing uses a 5 step method:

The five steps are:1) Baseline behavior2) Ask open-ended questions3) Study the clusters4) Intuit the gaps (understand gaps)5) Confirm

Step 1 You need to determine a baseline behavior in a relatively short amount of time when interviewing. A

baseline gives you a starting point, a reference point or a standard from which you can measure changes in their behavior. A little small talk never hurts.

What does their laugh sound like? How fast, how loud, how do they sound when they usually speak?What is their posture usually like?How often does the person gesture?How often do they fidget? wave hands? cross feet? How does their face and posture change when they are discussing something sad, exciting or infuriating?How do they act when relaxed?

5 Basic Steps (continued)Step 2 Asking open ended questions encourages people to give you an expanded answer. They also allow you to

keep what you know to yourself. Responding to a question by repeating it in full is a tactic used by people to delay and allow the person to construct a deceptive answer. When a person wants to make sure he heard it correctly, he will usually repeat only part of the question.

Establish what you know and what you want to know. Make a list of the facts (evidence) you need for the particular subject you are working on. Remember you want to know the who, what , when and where. Develop rapport. Realize that as an active listener, you will obtain information easier. Maintain eye contact. Mirror the person’s body language and pace of his speech. Sit in an open-armed non–threatening position and avoid arguments. Don’t ask why...instead ask what made you do that or what prevented you from doing that?

Step 3 Study the clusters of facial, behavioral, and verbal clues. Together they give you a better idea of the

person’s thought process, their state of mind. There are non-verbal clues, such as; grooming gestures, hand wringing, biting of the lips, slumped, self-protective posture, moving objects around the floor, inward curled feet, expression of relief after the interview, excessive sweating, fake smile, closed eyes are some examples.

Some verbal clusters are; qualifying statements such as “As far as I know...To tell the truth...”, Repeating your question entirely word for word, verbatim; not responding spontaneously; dodging the question, short answers, swearing on the Bible; objections to irrelevant specifics, whining; asking how long is this going to take? Uncooperative attitude or dismissive attitude, and more about persuading you then on the facts.

Look for groups of these suspicious behaviors.

5 Basic Steps (continued)

Step 4 Intuit the gaps understand or get a sense of gaps. Gaps in behavior, statements, logic and

emotional gaps are important to watch out for if you suspect a person is deceiving you. Don’t ignore your gut! If something does not add up, it usually means there is a problem or good reason. Take a closer look at the difference between what you know to be true and what someone is telling you

Step5 You need to confirm your conclusions. We’re not out to get to a “gotcha” moment. You may never know

the whole story about the matter you’re investigating but you can ask some questions that allow you to test your hunches. Ask the person to recall details of the story backwards. A guilty person will have a hard time telling their story in reverse order. Sometimes, they will tell something they have withheld previously. Let the person know you are aware of some information he has not given you. If he corrects you, he probably is telling the truth.

Ask as many questions as it takes for you to be certain you are correct in your analysis of the situation.

I have a couple of handouts for you on Arabic and Russian culture body language.

I have also included an interesting article from Yahoo News in which they are discussing the James Holmes’ courtroom behavior. It is an example of how modern American culture is consistently studying body language in many different forums. I think you may find it fascinating as I did.

Information for you

There is a lot more to body Language

• In preparing for this session, I have discovered there is far too much to know and discuss in an hour-and-a-half session.

• The best part of the study of body language is that it is constantly changing. People in all different fields use it to better understand our society.

You may already practice some of the things we discussed today. Hopefully, you discovered some new ideas and can try them out in the future.

Thank you for participating in this session. I hope we have given you something of value to take home with you today.

I hear and I forgetI see and I rememberI do and I understandConfucius

So now we have a short 20 question quiz for you…

Body Language Quiz

We are passing out a quiz and answer key..

Along with the quiz, I have provided a bibliography

Body Language Quiz1. Which of the following is the least reliable indicator of deception?

Presence or absence of illustrators when talkingVocal qualityFacial micro-expressionsFake smiles

2. When asked the direct question “At what time did you leave the office last Friday afternoon?” a deceptive person is more likely to:

Repeat the question in full before answeringRepeat just a few words of the question before answering

3. A deceptive person will avoid direct eye contact with you when asked a question:TrueFalse

4. Which of these two smiles is fake?

Smile A Smile B

5. When someone says “To be honest…” in response to a direct question:It indicates he is likely telling the truthIt suggests he is lying or omitting something

6. You are trying to better understand what motivated someone to behave deceptively. They have already admitted to you that they lied. How should you phrase the question to minimize a defensive response?

Tell them all of the facts you already know about the situation and all of the people you have already spoken to so they understand you won't listen to b.s.

Ask them directly why they behaved the way they did.Ask them what made them do what they did.Be as silent as possible and just let them talk.

7. Fake smiles can be identified because of the lack of action in which muscles?Muscles orbiting the eyeMuscles at the corners of the mouthMuscles around the jaw

8. When a person is lying, the mistakes that can reveal his deception are more likely to be found in:The words of his storyHis nonverbal behavior

9. Which of these seven primary emotions are expressed with the same facial expressions worldwide? Fear, Sadness, Disgust, Happiness, Contempt, Surprise, Anger

All of the aboveAnger and Contempt

Sadness and FearNone of the above

10. People telling a lie will often involuntarily blink more than they do when they’re telling the truth.TrueFalse

11. Which one of the 7 primary emotions appears as an asymmetrical facial expression in its truthful form?

12. A Detailed prologue is:likely to be found in true storylikely to be found in deceptive story

13. Use of strict chronological order is:likely to be found in true storylikely to be found in deceptive story

14. Expression of emotion is:likely to be found in true storylikely to be found in deceptive story

15. Use of Illustration with gestures is:likely to be found in true storylikely to be found in deceptive story

DisgustHappiness

ContemptSurpriseAnger

FearSadness

16. Addition of an Epilogue is:likely to be found in true storylikely to be found in deceptive story

17. Detail around the main event:likely to be found in true storylikely to be found in deceptive story

18. What is the most honest part of the body?FaceFeet

19. Splaying is a territorial display of the body. It shows disrespect or indifference to those in authority when a person spreads out during an interview.

TrueFalse

20. Which group is generally believed to be better at recognizing body language?MenWomenNeither

Answers to Quiz

1. Which of the following is the least reliable indicator of deception?

Vocal qualityVocal quality is the least reliable indicator of deception. It is far

too subjective for it to be a reliable indicator of deception.

2. When asked the direct question “At what time did you leave the office last Friday afternoon?” a deceptive person is more likely to:

Repeat the question in full before answering The deceptive person is more likely to parrot the full question,

not just part of it. Repeating the full question buys the liar a few extra moments to prepare a story and compose himself before delivering it.

3. A deceptive person will avoid direct eye contact with you when asked a question:

FalseFalse. Perhaps the biggest myth about liars is that they avoid

direct eye contact. The reality is that many liars engage in even more eye contact than the average person, because they know it will help them “sell” their story.

4. Which of these two smiles is fake?Smile BThe fake smile is photo B. How to tell the difference? See

Question #7!

5. When someone says “To be honest…” in response to a direct question:

It suggests he is lying or omitting somethingThe phrase “To be honest…” is associated with deception.

Liars commonly use such “bolstering statements” to beef up the appearance of truthfulness. Someone telling the truth typically doesn't need to emphasize that what he is saying is the truth—the facts speak for themselves.

6. You are trying to better understand what motivated someone to behave deceptively. They have already admitted to you that they lied. How should you phrase the question to minimize a defensive response?

Ask them what made them do what they did.A key to eliciting truthful responses, especially in an

interview or interrogation setting, is to be non-confrontational. Ask people to explain their version of events, without appearing judgmental, by using phrases such as “What made you…?” instead of the blunt “Why?” By removing the pressure, asking open-ended questions, and showing a willingness to hear an explanation, you will be more likely to get a truthful account.

7. Fake smiles can be identified because of the lack of action in which muscles?

Muscles orbiting the eyeLook at the eyes! In fake or “social” smiles, the muscles

around the eyes, called the orbicularis oculi, do not engage. The telltale sign is the absence of “crow’s feet” at the corner of the eyes, which are present in genuine smiles.

8. When a person is lying, the mistakes that can reveal his deception are more likely to be found in:

His nonverbal behavior His nonverbal behavior. Liars are typically too focused on

delivering their story and trying to make it sound convincing to control their body language. Words only make up about 7% of how we communicate whereas body language accounts for 65%, so there is plenty of nonverbal information being conveyed that lie spotters can use to uncover deception.

9. Which of these seven primary emotions are expressed with the same facial expressions worldwide? Fear, Sadness, Disgust, Happiness, Contempt, Surprise, Anger

All of the aboveFear Sadness Disgust Happiness Contempt Surprise Anger

These core emotions are universal, and are expressed with similar facial expressions the world over.

10. People telling a lie will often involuntarily blink more than they do when they’re telling the truth.

TrueTrue. While the amount of eye contact is an unreliable

indicator of deception, higher than normal blink rates by a person should put you on guard.

11. Which one of the 7 primary emotions appears as an asymmetrical facial expression in its truthful form?

ContemptContempt. The default expression of contempt involves just

one corner, and not both, of the mouth being pulled up and in.

12. A Detailed prologue is:likely to be found in deceptive story Deceptive stories are more likely than true stories to be told

with a detailed prologue. It is relatively easy for a liar to pad a story with meaningless details that precede the main event. These introductory details will often be true.

13. Use of strict chronological order is:likely to be found in deceptive storyDeceptive stories are more likely than true stories to be told

with strict chronology. These introductory details will often be true; they are included to boost credibility and distract from the falsified main event. Liars also find it easier to tell made-up stories in chronological order, so they can keep the details of their stories straight.

14. Expression of emotion is:likely to be found in true storyThis is because truth-tellers recall emotions as they retell a

story, whereas liars don’t feel the real emotions associated with their concocted tales

15. Use of Illustration with gestures is:likely to be found in true storySomeone telling a truthful story, is likely to skip around, be

illustrative with gestures.

16. Addition of an Epilogue is:likely to be found in true storySomeone telling a truthful story, is likely to add an epilogue

that summarizes the story.

17. Detail around the main event:likely to be found in true storySomeone telling a truthful story is likely to include ample

detail around the main event.

18. What is the most honest part of the body?feet

19. Splaying is a territorial display of the body. It shows disrespect or indifference to those in authority when a person spreads out during an interview.

True

20. Which group is generally believed to be better at recognizing body language?

Women