o research o prepare o organize o pay attention o tactics — location o time of the interview o...

Planning and Preparing for an Interview

Planning and Preparing for an Interview

o Research o Prepareo Organizeo Pay attention

o Tactics — locationo Time of the interviewo Appointments

o Ordero Urgency

Interviewing Pitfalls

Evaluating Interviews

Nonverbal Communication

Personal Characteristics & Skills of an Effective Investigator

Successful

Interviewing

Factors

Closing the Deal

Updating Investigative Plans• Investigation completed within 90 days• Revised CIP 50 days• Updated CIP at the 70 days • Follow guidance for extensions and timeframes

TOP 6 CAUSES OF CASE LAPSE1. Not tracking suspense's2. Granting numerous extensions on

suspense's3. Not requesting all needed

information initially4. Not directing initial employer

contact to appropriate level5. Not developing and following a

CIP6. Not seeking help from supervisor

or the RO when needed.

Key Points• Focus on them,

not you • Control the

conversation • Assume the sale• Build rapport• He who hesitates

loses• Be clear

• Determine their needs • Listen, listen,

listen• Present a

solution to their problem• Get a verbal

acceptance• Be persistent• Ask for the sale

Closing Techniques

Ideas/Techniques1. Assumptive Close Technique

When shall we meet? Will 3 days be enough time

to deliver the documents to me?

What day did you want them to start back at work?

2. Balance-sheet Close Technique Well, although you have this

much due in back pay, you will be getting a qualified, trained individual back in your warehouse.

Let's weigh things up. You're offering ..., and you are within the law and will have ..., ... and ....

Ideas/Techniques

3. Best-time Close TechniqueThe best time to settle is

now, because back wages are potentially accruing...

If you are going to reemploy…, when would they start?

Ideas/Techniques

4. Calendar Close Technique

When shall we make the next meeting?

Are you free next Wednesday at 3pm?

Ideas/Techniques

5. Ultimatum Close Technique

If we don’t resolve this now, the claimant can ask to refer the case…

If you settle today, you can have this off your plate and get back to business…

Ideas/Techniques

Closing the Deal

Goals of Employer ContactInform employer of ClaimExplain the requirements of USERRAExplain VETS role in the resolution

processSet forth remedies the claimant is

seekingObtain the employer’s explanationSeek a resolution of the claim

Keys to Success• Introduce self in non-threatening,

non-adversarial way• Inform in a clear concise manner• Use lay language• Obtain the employer’s position• Try to determine facts• Attempt resolution• Build trust and rapport