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Conducting Tough Interviews 239

Example : ‘Bill, I understand. It is a shame you are angry, but it is not going to make a scrap of
difference to the way we resolve this. We can all get angry and that will get us nowhere. Now
let’s move on …’

• Turn to a nurturing parent role and state that you understand the subject’s feelings, but do
not concede the grounds for his anger. You may say you will review them later.

• Stress that you need to move beyond the present problem and try to resolve the larger issues.

Example : ‘I can understand how you feel, but I cannot comment on [the reasons for his
anger], but I promise I will look into that later. All I know is that we should move forward and
try to sort out this problem. Now, what about [ask about a key point]’

• Go back to a previous point in the interview when the subject was not angry, and move
forward from there.

Example : ‘Bill, a few moments ago we were getting along fine and there is absolutely no
reason why you and I should fall out. Now let’s go back and start again …’

The key is for you to keep talking, to try to establish rapport with the subject and try to concede
nothing. If this fails and genuine anger fails to dissipate, ask open questions.

Example :
• ‘Let us go over what happened. Take me through the problem, step by step.’
• ‘Tell me, what can we do to resolve this?’
• ‘How can we make sure it does not happen again?’

Continue to ask open questions and, as soon as you can, return to the main focus of the
interview.

Never test the water with both feet

Method of approach with falsified anger

False anger is usually employed as a device to distract you. If you believe anger is being fabri-
cated, adopt the role of a critical parent and say something along the lines:

Example : ‘Come on. Let’s move onwards. This is getting you nowhere.’