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Writer's pictureCory
Sep 14, 20234 min read

Active Listening: Reflections on Reflecting

Updated: Jun 1

Introduction

Investigative interviewing is the crucial aspect of any information gathering venture. In the fields of law enforcement, intelligence, human resources, and corporate security information gathering is crucial to successful investigations and inquiries. Effective interviewing skills can spell the difference between solving a case or avoiding liabilities. Among the other various active listening techniques, one that has gained prominence for its effectiveness are "reflections." This essay focuses on the concept of reflections as employed in investigative interviewing, underpinned by academic references and studies.

active listening, rapport building, and sound questioning
Investigative Interview Success by ixi

What Are Reflections in Active Listening?

Sometimes reflections are referred to as simple reflections, mirroring, or echoing, depending on your instructor. No matter how you refer to them, reflecting is a highly effective active listening technique. The technique involves repeating back a portion of what the interviewee has said, almost verbatim. I will separate two different active listening skills that are often categorized under the reflections umbrella term. These are paraphrasing and reflecting emotions (emotional labeling). I will discuss these two techniques in future articles because it is important to understand the nuances of each in the context of investigative interviewing.


The process of reflecting for this article involves listening carefully and then reflecting the interviewee's last few words or portion of their statement, which can encourage the interviewee to elaborate further. More elaboration means more information disclosure.


Reflecting centers on not interrupting with questions, steering the conversation to a new topic, or guiding it in another direction. Reflecting benefits interviewees by not only helping them feel heard and understood, thus building rapport, but also by allowing them to refine their thoughts. This clarity in turn motivates them to keep talking and better articulate their memory and experiences.


For instance, if you are listening to an interviewee speak about something that has just occurred and they mention something that makes your curious or it is something you want to know more about, this is where a reflection will work seamlessly. Let's look at the example of a neighbor reporting suspicious activity:

  • Witness:šThere was like four or five of them walking up all covered. I didn’t think she would know them over there, it didn’t seem like they belonged there.

  • Investigator: belonged there?

  • Witness: Yeah, I don't think they belonged at my neighbor's house. I've never seen anyone like that there before.

In this example the investigator "reflected" the last two words in the witness' statement. Maybe the investigator wanted to know what "there" was referring to or why the suspicious persons didn't belong at this house. Reflections are often taught to use the last word or few words but they are much more flexible in their usage. Let's look at the same conversation again:

  • Witness:šThere was like four or five of them walking up all covered. I didn’t think she would know them over there, it didn’t seem like they belonged there.

  • Investigator: all covered?

  • Witness: Yes, all three of them had their hoodies pulled up over their heads.

In this second example the investigator reflected back something he was curious about in the middle of the witnesses statement. Either way it works for the investigator. The best part is, when done properly, it is not an interruption, it is an invitation. Post-reflection the witness has the opportunity give a longer explanation or to tell more of their story.


The final key to a reflection is your tone and voice. Imagine asking a question in a curious manner, with an upward inflection at the end. "All covered?" When done in this manner it is perceived as an additional probe without interrupting the response. In fact, it enhances the current topic that is being disclosed.


Reflection's Importance in Investigative Interviewing

Encouraging Disclosure

A primary reason for using reflections is to encourage the interviewee to disclose more information. This additional information may be something they mentioned that you are curious about or something vague you didn't fully understand. A reflection could be a request to expand on a topic more thoroughly or enhance the investigator's comprehension of the situation. No matter what your objective, after a reflection you will have more information, a better understanding, and/or a new discovery.


Building Rapport

Effective rapport building is essential for gaining an interviewee's trust, which in turn facilitates more information disclosures. Studies using functional magnetic resonance imaging (fMRI) have shown that active listening techniques, such as reflecting, contribute to building a strong rapport with the evaluator. Rapport leads to a favorable impression and encourages a more open and honest dialogue. Effective rapport building is essential for gaining an interviewee's trust, which in turn facilitates more information disclosure.


Conclusion

In conclusion, the power of reflections which is part of active listening and effective rapport building cannot be overstated in any context where information gathering is key. Whether in law enforcement, business, or personal relationships, reflections help to build trust, reduce anxiety, and encourage open dialogue, leading to richer, more meaningful interviews. The insights from fMRI studies underscore the profound impact that genuine engagement can have on human interactions, emphasizing the importance of active listening skills in achieving successful interview outcomes. Active listening is the important skill every professional investigator must master to become a great interviewer and reflections are a big part of that skillset.


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