Generally, paranormal groups will do initial phone intakes to get the basic information about what is happening and then conduct more thorough interviews in person during the investigation.  I recommend this approach for many reasons.  One, you should do a screening of a client before entering their home for an investigation.  A screening will allow you to find out if it is even worth your time and resources to proceed with an investigation.  If a potential client calls and seems as though they are disoriented, extremely paranoid, under the influence of drugs or alcohol, or you cannot make sense of what they are saying, you may want to ask them to first consult with a medical or mental health professional.  However, just because you decide not to immediately proceed with an investigation does not mean you cannot advise them on how to get the help they may need.  I will discuss this more in a later entry.  Secondly, a phone screening allows time for the client to become comfortable with you and for you to begin building trust and rapport.  It’s also an opportunity to communicate your group’s policies and procedures, and to prepare them for what will happen during the investigation so that the client can be as prepared as possible.  When doing a phone intake, I usually put the client on speakerphone, as long as I am alone, and let them know that I am going to be typing what they say so that I have an accurate record.  Of course, ask for their permission to do this before proceeding.

So, while I do recommend speaking with a client at length over the phone, I would also recommend saving the official interview to conduct in person.  If the investigation is at the home of a family, I would interview each family member and witness separately before speaking with them collaboratively, so that you can corroborate their individual stories to see if they are consistent.  This also allows you to see how each family member perceives the problem, and how they are individually affected by what is happening (there are different interview techniques if there are children involved, and I will post a separate entry dedicated to this at a later time).  I also think it is important for two different people to interview the client(s) in person:  the first should be the investigator who did the phone intake, since that person already has a relationship with the client; the second interview will be for the purpose of validating and clarifying information.  It can be a shorter interview, clarifying the main points, and can be at a later time in the investigation process.  This will be a very helpful practice, since additional questions may arise during the investigation that you’ll want to address, and you also want to check the consistency of the client’s testimony.  Another reason for doing an in-person intake is to read body language and nonverbal communication, which is equally important as listening to the actual words the client is saying.  I will be writing an entry dedicated to reading body language in the very near future.  On this note, when conducting in-person interviews, I have found that it is best to audio record the interview, with client permission of course, and only take brief written notes of things you want to touch on later in the interview and of nonverbal communication you are noticing.  The reason for this is that if you are furiously taking notes, it does not communicate that you are listening and the client may become frustrated or even paranoid and uncomfortable about what you are writing down.  It will also be frustrating for you because it is difficult to write and process what they are saying simultaneously.  It is much more resourceful to audio record it, be attentive and responsive to the client, and type it up at a later time.  It will also help to put the client at ease if you mention at the start of the interview that you will be taking brief notes.

When asking questions on your intake and getting information about their paranormal experiences, you want to keep the guidelines below in mind, on what are helpful and unhelpful behaviors when interviewing clients.  Following these guidelines will allow your clients to trust you and feel more comfortable with you.  The more comfortable they feel, the more they will share, and the better chance you have of resolving their case.

Helpful Behaviors

Verbal

• Using words and phrases that the client understands
• Summarizing what they say
• Using verbal reinforcers ("Mmm Hmm", "I see", "Okay")
• Calling clients by their name
• Answering appropriate questions about yourself
• Using appropriate humor to reduce tension
• Being nonjudgmental and respectful
• Being comfortable with silence
• Reflecting back and clarifying client statements:  for example, if a client says "I am beyond terrified to go to sleep", you can reflect back by saying "It must be very draining to be beyond terrified to go to sleep".  By using their words and phrases verbatim it communicates that you are truly listening; additionally, hearing their words coming from someone else may give clients insight into what they are feeling and thinking.

Nonverbal

• Mirroring client posture, facial expressions and gestures:  research shows that mirroring client posture, facial expressions and gestures is a very powerful way of being present with the client and communicating empathy and that you are listening.  Examples include leaning forward if the client leans forward, smiling if the client smiles,crossing your arms if the client does so.  Howeer, be careful not to mirror everything they do as they do it because this can be distracting and will have the opposite effect.
• Maintaining good eye contact
• Nodding head occasionally
• Using proper facial expressions
• Occasionally smiling and hand gesturing
• Sitting in close proximity to the client
• Speaking at a moderate rate
• Having a relaxed and open posture
• Having a confident vocal tone

Unhelpful Behaviors

Verbal

• Interrupting
• Preaching
• Blaming
• Extensive probing, especially "why" questions:  people tend to become defensive when asked "why" questions; you can ask the same question, just rephrase it, for example, instead of asking "Why did you keep using the Ouija board?" ask "What made you continue to use the Ouija board?" or instead of "Why didn’t you call a priest?" say "I wonder if calling a priest would have been helpful"; additionally, while you are there to ask questions and get information, you are also there to hear their story and by firing off question upon question and not allowing them to think and elaborate, you may miss vital information that they have to give.
• Having a patronizing attitude

• Using words or jargon that the client does not understand:  avoid paranormal jargon that they may not be familiar with, or explain it thoroughly if you do, and ask if they have any questions before moving on

• Talking about yourself too much:  it's okay to share personal paranormal experiences with the client, with the intent of universalizing their experience, but remember to keep the interview focused on them, and not to use it as an outlet to tell your story

• Minimizing or disbelieving their experience

• Looking away from the client

• Sitting far away or being turned away from the client

• Sneering

• Frowing

• Scowling

• Having a tight mouth

• Shaking a pointed finger

• Using distracting gestures

• Yawning

• Closing eyes

• Using an unpleasant tone of voice

• Speaking too slowly or too fast

• Acting as though you are rushed