Fact Sheet 105 Effective Communication

Fact Sheet 105
EFFECTIVE COMMUNICATION: MAKING ALLIES AND GETTING RESULTS
A Tool for Identity Theft Victims

This guide covers the following topics:

• Strategize
• Making Allies
• Influencing Change

Have you ever known someone who could sell ice to Eskimos? In working through your case, it may seem like this is exactly what you must do. Some victims complain that the people they talk with only know two phrases – “No” and “When will we get our money?”

Over the years, the Identity Theft Resource Center has developed strong, working relationships with law enforcement, governmental agencies and businesses. In doing so, we have drawn upon some well-documented laws of effective communication. People admired for their diplomacy, success and magnetism have used these techniques for ages. They aren’t difficult, and anyone can use them effectively.

• When dealing with an obstructionist, do you bully, yell, stay calm, give up, or just keep talking until they hang up?
• Be honest and write down your answers.
• Be succinct.
• Don’t interrupt. You may miss valuable information.

STRATEGIZE:

• Organize your thoughts prior to any conversation. Identity theft cases can be complicated. Fact Sheet 112  Enhancing Identity Theft Victim - Investigator Communications will help you to be succinct and focused. Write down what points you want to cover and what you want to accomplish.

• Prioritize your goals . If you have more than one, limit the issues so that you don’t dilute your efforts. Make sure your listener understands that you have several issues and the order of their importance. Otherwise, they will deal with the little, easy-to-fix items and ignore the bigger ones.

• Have a fallback position . You may not always get exactly what they want. What will you settle for? What is your bottom line? You don’t need to reveal it to the listener; just keep it in mind as he/she offers possible resolutions to your problem. In other words, don’t reveal your poker hand too soon.

• Know your “opponent.” Analyze your listener’s priorities and situation. What resistances, limitations or predispositions might they have? What will they need to hear from you to conclude that what you are saying is true?

• Speak only with decision makers. If the person you are speaking with cannot help, respectfully ask for someone who can.

MAKING ALLIES:

• Grandma was right – you attract more flies with honey than with vinegar. Anger never works; people stop listening. You want to engage this person and convert him/her to an ally. If you are angry, delay your call until you can redirect your anger into positive, calm, pleasant, effective communication. Be someone who acknowledges any attempt to help you. A “thank you” goes a long ways toward winning allies.

• A conversation that just blows off steam only causes resentment and alienates your listener. This will also hurt future relationships with that person.

• Only share what they need to know to solve your problem. People stop listening to rambling.

• Try to anticipate what the person will need from you and have it ready.

• Logic usually wins. Develop your action items in a logical progression. When you see inconsistencies in answers, point them out and ask for clarification. Listen to the logic in the responses you get. Use it to understand the situation and as a guide as to what else you need to do. For example: You may think you know where the perpetrator lives – perhaps an address where an item bought by the perpetrator was shipped. However, the detective will probably tell you that in his experience most criminals do not use home addresses to receive stolen goods. Logic says that is more than likely true.

• Ask one question and then stop talking. For example, “What do I need to submit to remove my name from this account?” If you start to suggest solutions, you dilute your request. Force the other person to respond to your question by sitting quietly until they do. Then proceed with your next question.

• If you ask a question, don’t accept an answer that doesn’t answer the question, or that is an answer you don’t understand. Acknowledge their answer (confirming you heard them), then ask your question again. For example:

You - “I have a problem. You are trying to collect money on an account I never opened. How do I remove my name from an account opened fraudulently in my name?”

Them - “We just want to know how soon you plan to pay up.”

You - “I understand that you normally deal with people who haven’t paid their bills. My case is different. This is a case of identity theft. I didn’t open this account. How do I remove my name from this account?”

INFLUENCING CHANGE:

• Develop a relationship. Be respectful. Provide an opening for the listener/ decision-maker to sympathize and bond with you. For example: In speaking with a credit issuer: “The collection agency said that your company has to clear me. I spoke with one of your customer-service reps, and she said the collection agency has to do it. I’m caught in the middle here. I didn’t open the account and I can’t find the right person to help me. Can you help me sort out this mess?”

• Don’t be an obstructionist. Have you ever tried to have a conversation with a “know-it-all?” No matter what you say, you are wrong and they are right. A conversation isn’t a conversation without an exchange of information.

• Recognize the limitations of the situation. In most cases of identity theft, making sure the person is arrested is “the frosting on the cake.” Be realistic in setting your goals by sticking to clearing the fraudulent accounts, and your name.

Copyright February 2007, Identity Theft Resource Center®, all rights reserved.
Created by Linda Foley, ITRC Founder