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Vogelhuber, Scheelen - What people really want

Building trust with active listening and tactical empathy

According to the Behavior Change Stairway Model used by
the FBI, trust building is based on two basic methods: active
listening and tactical em- pathy (Rock 2016). Active Listening
means active unrestricted listening. That is why listening skills
play an enormously important role in profiling3. It involves more
than just the usual active listening. The aim is to immerse
oneself in the world of the interlocutor's imagination by
listening carefully and using a skilful questioning technique,
and to immerse oneself in the interlocutor's world of values
with understanding, compassion and empathy.

According to the concept of profi- ling3 , true active listening means
having a receptive consciousness through which a true inner
involvement in what another person feels and thinks becomes
possible in the first place. To do this, it is necessary to master the
traditional-classical techniques of active listening and
questioning. This means that you are able to remain silent, to let
the other person finish what he or she is saying, and to
intersperse short confirming statements and corresponding
nonverbal signals. They can repeat his statements in their own
words and paraphrase them with other expressions. According to
Hermann Rock (Rock 2016), in addition to open questions,
concentrated listening and tactical silence, so-called "Active Li-
stening Statements" help build trust and obtain relevant
information in this way. According to Hermann Rock, active
listening statements are, for example:

• Expressions of minimal agreement ("Minimal Encou-
rages"): "ah", "ooh" or "uuh",

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