The Wicklander-Zulawski (WZ) method is a non-confrontational interview that allows the interviewer to build credibility through a brief introductory statement—and then show understanding through rationalizing.
At first, this may seem like an issue that involves only the retailer. However, the decision to ignore generally accepted cash and merchandise controls has far-reaching implications.
What's really important when it comes to fact-gathering interviews is an understanding of question formulation. It's necessary to understand when to ask an open-ended, expansion, closed-ended, enticement, assumptive, or even echo question.
Even though we might ultimately deny a request, we don't want to do so in a way that creates an adversarial relationship with the subject. Think about it like this: nobody likes being told no.
What we have to remember is that it isn't personal. It's not about us. It's not personal to anyone except the individual who was involved in the incident.
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