2 days

Aim

This workshop will enhance participants skills of gathering potential evidence and investigating situations of possible malpractice and maladministration whilst ensuring high standards of customer service.

Objectives

By the end of the programme, you will be able to:

• Describe the range of evidence available
• Assess the value of that evidence
• Use a recognised interviewing model to gather relevant and reliable evidence
• Check that the conclusions you draw from that evidence are valid
• Develop a collaborative and confident approach when interviewing
• Write a personal action plan for developing your skills even further.

Style of the workshop

These objectives will be achieved through a combination of facilitator input, group discussions and practical exercises. 

Outline

Introductions and Learning Objectives

Your role in Investigative Interviewing

• Your authority and remit contractual rights
• Staying open-minded
• Treating people with respect whilst being prepared to challenge
• Encouraging collaboration

The nature of evidence?

• What constitutes evidence
• Evidence-gathering techniques
• Range of potential/relevant evidence
• Ensuring relevant evidence collected in the initial investigation
• Drawing conclusions from the available evidence

The PEACE Model of Investigative Interviewing

• Overview of the PEACE model

Preparation and Planning

• Preparing yourself for the interview being neutral
• Clarifying aims and objectives
• Identifying information required from the interviewee
• Creating an interview structure and a question framework for flexibility
• Interview logistics for creating a positive atmosphere
• Telephone interviews

Engaging and Explaining

• Creating rapport
• Purpose of the interview
• Your role - shared aims
• Structure of the interview
• Establishing ground rules

Account

• Initiate a free recall -  the first account from the interviewee
• Active listening
• Asking appropriate questions; open, reflective, etc
• Inappropriate questions: leading, multiple, etc
• Using an acceptant and analytical approach
• Body language - ours and theirs
• Challenging where necessary
• Summarising to clarify and confirm the interviewee's account
• Methodologies to elicit and corroborate evidence in difficult situations
• Root cause analysis and range of explanations

Closure

• Summarising and next steps
• Inviting questions from the interviewee

Evaluation

• What did the interview achieve?
• How did this contribute to the overall investigation?
• Interviewer's self-assessment of competence
• What do they need to do next?
• Guidelines for effective report writing

Forum Theatre

• Professional actors will use the case study to act out the face-to-face elements of the PEACE Model. Course participants will give feedback and coach the actors to improve their performance and demonstrate best practice.

Evaluation and Close