Introduction and Building Rapport
5 minutes
5 Questions
In the Certified Fraud Examiner (CFE) body of knowledge, Interview Theory and Application treats the introduction as a distinct, critical phase of any interview—whether of a witness, a neutral third party, or a suspect. The introduction is the interviewer's first opportunity to establish credibility, set the tone, and lay the foundation for cooperation. Its two primary objectives are to secure the respondent's agreement to participate and to establish rapport, meaning a relationship of trust and mutual understanding that encourages open communication. The introduction typically begins with the interviewer identifying himself or herself, explaining the general purpose of the discussion, and stating the reason the respondent is being approached. CFE guidance recommends keeping this explanation general and non-accusatory; for example, describing the matter as 'reviewing procedures' or 'gathering information' rather than announcing a fraud investigation. The interviewer should avoid using emotionally charged terms such as 'investigation,' 'fraud,' 'crime,' or 'suspect,' because these words create defensiveness and reduce the likelihood of candid answers. Interviewers should also avoid sensitive questions early, since premature probing can shut down the conversation before trust is built. Building rapport involves small talk and non-threatening conversation to put the respondent at ease. The interviewer observes the subject's baseline verbal and nonverbal behavior during this calm period, which later helps in detecting stress or deception when more pointed questions arise. Techniques include mirroring tone and posture, showing genuine interest, using the respondent's name, and demonstrating empathy and professionalism. Physical setup matters as well: the interviewer should sit at a comfortable distance without barriers such as desks, maintain appropriate eye contact, and avoid intimidating body language. Finally, the introduction should establish the 'theme' of the interview, obtain a commitment to assist, and transition smoothly into informational questions. A well-executed introduction increases cooperation, yields more complete information, and reduces the risk that the subject will refuse to continue or become hostile later in the interview.
Introduction and Building Rapport (ACFE CFE – Interview Theory and Application): Complete Study Guide and Exam Tips
1. Why This Topic Matters
Interviewing is the single most important skill in fraud examination, and almost every interview succeeds or fails in its first few minutes. The ACFE Fraud Examiners Manual (Investigation section) treats the introduction and rapport-building phase as the foundation on which every later phase – informational, assessment, closing, and admission-seeking questions – depends. If the respondent becomes defensive, suspicious, or hostile at the outset, the fraud examiner will obtain less information, less truthful information, and will have no reliable behavioral baseline against which to judge later answers.
For the CFE Exam, this topic sits inside the Investigation section under Interview Theory and Application. Questions on it are common because the material is rule-based and easy to test: there are specific do's and don'ts, a specific sequence of question types, and specific stated objectives for the introductory phase. Candidates who know the vocabulary and the sequence can answer these questions quickly and accurately.
2. Where the Introduction Fits: The Five Types of Interview Questions
The ACFE methodology divides interview questions into five general types, normally asked in this order:
1. Introductory questions – open the interview, establish rapport, and set the theme.
2. Informational questions – gather facts (open, closed, and leading questions).
3. Assessment questions – used only when the interviewer has reason to believe the respondent is not being truthful; designed to evaluate credibility.
4. Closing questions – reconfirm facts, obtain additional information, and leave the door open for future contact.
5. Admission-seeking questions – used only when there is a reasonable probability the subject committed the act; designed to obtain a confession.
The introduction and rapport-building material belongs to the introductory questions phase. Know this placement – exam questions frequently ask which phase a particular technique belongs to.
3. What Introductory Questions Are Designed to Accomplish
According to the Fraud Examiners Manual, the introductory phase of an interview has several objectives:
• Provide the introduction. The interviewer identifies themselves and states, in general terms, why they want to talk.
• Establish rapport. The interviewer creates a relationship of mutual understanding and trust so the respondent feels comfortable talking.
• Establish the interview theme. The interviewer states the general purpose of the interview in a non-threatening way.
• Observe reactions. The interviewer uses non-sensitive questions to calibrate the respondent's normal (baseline) verbal and nonverbal behavior.
• Obtain a commitment for assistance and transition smoothly into the fact-gathering (informational) phase.
4. How It Works: The Introduction
a) Identify yourself – but downplay the title. The interviewer should give their name and, if appropriate, their company or organization. The Manual advises against emphasizing titles such as fraud examiner, investigator, or auditor, because titles that suggest an accusatory or law-enforcement role tend to make respondents defensive. Introduce yourself simply and professionally.
b) Avoid emotive and threatening words. Words such as investigation, audit, fraud, embezzlement, theft, and crime raise anxiety. Substitute neutral terms such as inquiry, review, matter, or gathering information. For example, say I am working on a matter and I think you might be able to help me rather than I am conducting a fraud investigation.
c) Use a non-threatening, informal, confident manner. The interviewer should not be overly friendly (which appears insincere) nor cold or hostile. A handshake and a natural greeting are appropriate. Confidence and a relaxed demeanor communicate that the interview is routine.
d) Do not interview more than one person at a time. The Manual is explicit: one of the basic rules of interviewing is to question only one person at a time. Interviewing people together allows them to influence, contaminate, or intimidate each other's accounts.
e) Conduct the interview in private. People are reluctant to furnish information when others can overhear. The interviewer should choose a location that offers privacy and is free from interruptions and distractions. A neutral or informal setting usually works better than an intimidating one.
f) Respect body space. The Manual recommends that the interviewer not invade the respondent's personal space; a distance of approximately four to six feet is suggested for the general interview. Moving too close early on creates discomfort and resistance. (Note: closer proximity is used deliberately later in admission-seeking interviews, not in the introduction.)
5. How It Works: Establishing Rapport
Rapport is a relationship of mutual understanding, trust, and harmony between interviewer and respondent. People talk more freely to someone they like and trust. Techniques include:
• Start with non-sensitive questions. Ask easy, neutral questions the respondent can answer comfortably – how long they have worked there, what their duties are, how the department is organized. These serve a double purpose: they relax the respondent and let the interviewer observe baseline behavior.
• Find common ground. Brief, genuine small talk about shared interests or the respondent's work helps break the ice. Keep it short and sincere; exaggerated friendliness is counterproductive.
• Seek continuous agreement. Phrase early statements and questions so the respondent naturally answers yes. A pattern of agreement makes later cooperation more likely and reduces resistance.
• Show interest and empathy. Active listening, appropriate eye contact, and a sympathetic tone convey that the respondent's input is valued.
• Make a transitional statement. After the introduction and small talk, the interviewer explains in general terms the purpose of the discussion and how the respondent can help, bridging to the informational phase.
• Get a commitment for assistance. Before moving to substantive questions, the interviewer should ask for the respondent's help – for example, Would you be willing to help me? – and wait for an affirmative response. A person who has verbally committed to helping is psychologically more inclined to continue cooperating.
6. How It Works: Establishing the Interview Theme
The theme is the stated reason for the interview. Key points the exam expects you to know:
• The theme should be general and non-accusatory. For instance, I am gathering information about how the purchasing process works.
• The stated theme may legitimately be broader than, or different from, the actual purpose of the interview. The interviewer is not required to reveal that a specific suspect or specific loss is under review; however, the interviewer must not lie about facts in a way that could create legal problems or destroy credibility.
• The theme should be believable and non-threatening so that the respondent does not feel singled out.
• The theme gives the respondent a reason to cooperate and frames the interview as routine.
7. How It Works: Observing Reactions (Calibration)
During the introductory phase, the interviewer observes how the respondent normally speaks, sits, gestures, and makes eye contact when answering questions that carry no stress. This baseline is called calibration or norming. Later in the interview, deviations from this baseline – changes in speech pace, posture, grooming gestures, eye contact – may signal stress or deception. Without the calm introductory phase, the interviewer has no reliable baseline, which is why the Manual stresses asking non-sensitive questions first.
8. Key Do's and Don'ts Summary
Do:
• Interview one person at a time.
• Choose a private location free from distractions.
• Introduce yourself by name; downplay titles.
• Use neutral words (inquiry, review, matter).
• Begin with non-sensitive questions and brief rapport-building conversation.
• State a general, non-accusatory theme.
• Seek continuous agreement and obtain a commitment for assistance.
• Observe and calibrate the respondent's normal behavior.
• Make a transitional statement before informational questions.
Don't:
• Use words such as investigation, audit, fraud, or crime in the opening.
• Emphasize law-enforcement-style titles.
• Be overly friendly, flattering, or hostile.
• Invade personal space (stay roughly four to six feet away).
• Jump directly into sensitive or accusatory questions.
• Interview several witnesses together.
• Reveal more about the actual purpose than necessary.
9. Worked Example
A fraud examiner is asked to look into suspected billing-scheme fraud in the accounts payable department. She needs to interview Maria, an accounts payable clerk who is a neutral witness. A proper opening might be:
Hi Maria, I am Jane Smith. I am working on a matter involving how the company processes vendor payments, and I understand you have been in this department for a while. Is that right? ... About three years – great. Could you tell me a little about what you handle day to day? ... That is very helpful. I am trying to get a clear picture of how the process works from start to finish, and I think you could really help me understand it. Would you be willing to help me with that?
Notice what the examiner did: introduced herself by name only, used neutral words (matter, processes) rather than fraud investigation, asked easy non-sensitive questions that invite yes answers, observed Maria's relaxed behavior as a baseline, stated a general theme, and obtained a commitment for assistance before transitioning into informational questions.
10. Exam Tips: Answering Questions on Introduction and Building Rapport
Tip 1 – Know the sequence of question types cold. Introductory → Informational → Assessment → Closing → Admission-seeking. Expect questions asking which type comes first, which type is used to establish rapport, or which type should be asked only when deception is suspected (assessment) or only when guilt is reasonably probable (admission-seeking).
Tip 2 – Memorize the objectives of introductory questions. Provide the introduction, establish rapport, establish the interview theme, observe reactions, obtain a commitment for assistance, and transition. If an answer option describes gathering detailed facts or seeking a confession, it is not an introductory-phase objective.
Tip 3 – Watch for emotive-word questions. The exam often presents sample opening statements and asks which is best or which is inappropriate. Eliminate any option containing investigation, audit, fraud, stolen, crime, or that leads with a title like fraud investigator. Choose the neutral option using inquiry, review, or matter.
Tip 4 – Remember the ONE-at-a-time rule. Any option suggesting that several witnesses be interviewed together to save time is wrong. The Manual is firm that interviews should be conducted one person at a time, in private.
Tip 5 – Know the body-space guideline. If asked about physical distance during the general (introductory/informational) interview, the recommended range is roughly four to six feet. Do not confuse this with admission-seeking interviews, where the interviewer may gradually move closer.
Tip 6 – Theme versus actual purpose. A frequent trick: the stated theme may be more general than the real purpose. The correct answer usually states that the interviewer should give a general, non-accusatory reason for the interview and need not disclose the specific allegation. Options claiming the examiner must fully disclose the exact suspicion, or options endorsing outright fabrication of facts, are typically wrong.
Tip 7 – Commitment for assistance and continuous agreement. If a question describes an interviewer asking Will you help me? and waiting for a yes, recognize this as obtaining a commitment for assistance. If it describes asking a series of questions designed to elicit yes answers, recognize seeking continuous agreement. Both belong to the rapport-building phase.
Tip 8 – Calibration belongs here. Questions about establishing a baseline of normal behavior, or why non-sensitive questions are asked first, point to the introductory phase's observe reactions objective. Deviations from that baseline are evaluated later during assessment questions.
Tip 9 – Beware of extremes. Correct answers describe a confident, relaxed, professional, moderately friendly demeanor. Options describing excessive flattery, overly casual familiarity, or an authoritarian, intimidating approach are distractors.
Tip 10 – Use elimination on true/false and scenario items. Ask yourself: Does this option make the respondent defensive? Does it reveal too much? Does it skip rapport and jump to sensitive questions? If yes to any, eliminate it. The ACFE philosophy is that information flows best from a comfortable, cooperative respondent who sees the interview as routine.
Tip 11 – Read the question stem for the phase. Some stems say at the beginning of an interview or when introducing yourself; others say when seeking an admission. Techniques that are wrong for the introduction (e.g., moving physically closer, presenting evidence, using rationalization themes) are correct for admission-seeking interviews. Keep the phases separate in your mind.
11. Quick Review Checklist
• Five question types, in order – introductory first.
• Introductory objectives: introduce, rapport, theme, observe reactions, commitment, transition.
• One interviewee at a time; private setting.
• Name yes, intimidating title no.
• Neutral words: inquiry, review, matter – not investigation, audit, fraud.
• Four to six feet of personal space.
• Non-sensitive questions first; calibrate baseline behavior.
• General, non-accusatory theme; may differ from actual purpose.
• Seek continuous agreement; get a commitment for assistance.
• Transitional statement bridges to informational questions.
Master these points and you will be able to answer virtually any CFE Exam question on the introduction and rapport-building phase of the interview with confidence.
Interviewing is the single most important skill in fraud examination, and almost every interview succeeds or fails in its first few minutes. The ACFE Fraud Examiners Manual (Investigation section) treats the introduction and rapport-building phase as the foundation on which every later phase – informational, assessment, closing, and admission-seeking questions – depends. If the respondent becomes defensive, suspicious, or hostile at the outset, the fraud examiner will obtain less information, less truthful information, and will have no reliable behavioral baseline against which to judge later answers.
For the CFE Exam, this topic sits inside the Investigation section under Interview Theory and Application. Questions on it are common because the material is rule-based and easy to test: there are specific do's and don'ts, a specific sequence of question types, and specific stated objectives for the introductory phase. Candidates who know the vocabulary and the sequence can answer these questions quickly and accurately.
2. Where the Introduction Fits: The Five Types of Interview Questions
The ACFE methodology divides interview questions into five general types, normally asked in this order:
1. Introductory questions – open the interview, establish rapport, and set the theme.
2. Informational questions – gather facts (open, closed, and leading questions).
3. Assessment questions – used only when the interviewer has reason to believe the respondent is not being truthful; designed to evaluate credibility.
4. Closing questions – reconfirm facts, obtain additional information, and leave the door open for future contact.
5. Admission-seeking questions – used only when there is a reasonable probability the subject committed the act; designed to obtain a confession.
The introduction and rapport-building material belongs to the introductory questions phase. Know this placement – exam questions frequently ask which phase a particular technique belongs to.
3. What Introductory Questions Are Designed to Accomplish
According to the Fraud Examiners Manual, the introductory phase of an interview has several objectives:
• Provide the introduction. The interviewer identifies themselves and states, in general terms, why they want to talk.
• Establish rapport. The interviewer creates a relationship of mutual understanding and trust so the respondent feels comfortable talking.
• Establish the interview theme. The interviewer states the general purpose of the interview in a non-threatening way.
• Observe reactions. The interviewer uses non-sensitive questions to calibrate the respondent's normal (baseline) verbal and nonverbal behavior.
• Obtain a commitment for assistance and transition smoothly into the fact-gathering (informational) phase.
4. How It Works: The Introduction
a) Identify yourself – but downplay the title. The interviewer should give their name and, if appropriate, their company or organization. The Manual advises against emphasizing titles such as fraud examiner, investigator, or auditor, because titles that suggest an accusatory or law-enforcement role tend to make respondents defensive. Introduce yourself simply and professionally.
b) Avoid emotive and threatening words. Words such as investigation, audit, fraud, embezzlement, theft, and crime raise anxiety. Substitute neutral terms such as inquiry, review, matter, or gathering information. For example, say I am working on a matter and I think you might be able to help me rather than I am conducting a fraud investigation.
c) Use a non-threatening, informal, confident manner. The interviewer should not be overly friendly (which appears insincere) nor cold or hostile. A handshake and a natural greeting are appropriate. Confidence and a relaxed demeanor communicate that the interview is routine.
d) Do not interview more than one person at a time. The Manual is explicit: one of the basic rules of interviewing is to question only one person at a time. Interviewing people together allows them to influence, contaminate, or intimidate each other's accounts.
e) Conduct the interview in private. People are reluctant to furnish information when others can overhear. The interviewer should choose a location that offers privacy and is free from interruptions and distractions. A neutral or informal setting usually works better than an intimidating one.
f) Respect body space. The Manual recommends that the interviewer not invade the respondent's personal space; a distance of approximately four to six feet is suggested for the general interview. Moving too close early on creates discomfort and resistance. (Note: closer proximity is used deliberately later in admission-seeking interviews, not in the introduction.)
5. How It Works: Establishing Rapport
Rapport is a relationship of mutual understanding, trust, and harmony between interviewer and respondent. People talk more freely to someone they like and trust. Techniques include:
• Start with non-sensitive questions. Ask easy, neutral questions the respondent can answer comfortably – how long they have worked there, what their duties are, how the department is organized. These serve a double purpose: they relax the respondent and let the interviewer observe baseline behavior.
• Find common ground. Brief, genuine small talk about shared interests or the respondent's work helps break the ice. Keep it short and sincere; exaggerated friendliness is counterproductive.
• Seek continuous agreement. Phrase early statements and questions so the respondent naturally answers yes. A pattern of agreement makes later cooperation more likely and reduces resistance.
• Show interest and empathy. Active listening, appropriate eye contact, and a sympathetic tone convey that the respondent's input is valued.
• Make a transitional statement. After the introduction and small talk, the interviewer explains in general terms the purpose of the discussion and how the respondent can help, bridging to the informational phase.
• Get a commitment for assistance. Before moving to substantive questions, the interviewer should ask for the respondent's help – for example, Would you be willing to help me? – and wait for an affirmative response. A person who has verbally committed to helping is psychologically more inclined to continue cooperating.
6. How It Works: Establishing the Interview Theme
The theme is the stated reason for the interview. Key points the exam expects you to know:
• The theme should be general and non-accusatory. For instance, I am gathering information about how the purchasing process works.
• The stated theme may legitimately be broader than, or different from, the actual purpose of the interview. The interviewer is not required to reveal that a specific suspect or specific loss is under review; however, the interviewer must not lie about facts in a way that could create legal problems or destroy credibility.
• The theme should be believable and non-threatening so that the respondent does not feel singled out.
• The theme gives the respondent a reason to cooperate and frames the interview as routine.
7. How It Works: Observing Reactions (Calibration)
During the introductory phase, the interviewer observes how the respondent normally speaks, sits, gestures, and makes eye contact when answering questions that carry no stress. This baseline is called calibration or norming. Later in the interview, deviations from this baseline – changes in speech pace, posture, grooming gestures, eye contact – may signal stress or deception. Without the calm introductory phase, the interviewer has no reliable baseline, which is why the Manual stresses asking non-sensitive questions first.
8. Key Do's and Don'ts Summary
Do:
• Interview one person at a time.
• Choose a private location free from distractions.
• Introduce yourself by name; downplay titles.
• Use neutral words (inquiry, review, matter).
• Begin with non-sensitive questions and brief rapport-building conversation.
• State a general, non-accusatory theme.
• Seek continuous agreement and obtain a commitment for assistance.
• Observe and calibrate the respondent's normal behavior.
• Make a transitional statement before informational questions.
Don't:
• Use words such as investigation, audit, fraud, or crime in the opening.
• Emphasize law-enforcement-style titles.
• Be overly friendly, flattering, or hostile.
• Invade personal space (stay roughly four to six feet away).
• Jump directly into sensitive or accusatory questions.
• Interview several witnesses together.
• Reveal more about the actual purpose than necessary.
9. Worked Example
A fraud examiner is asked to look into suspected billing-scheme fraud in the accounts payable department. She needs to interview Maria, an accounts payable clerk who is a neutral witness. A proper opening might be:
Hi Maria, I am Jane Smith. I am working on a matter involving how the company processes vendor payments, and I understand you have been in this department for a while. Is that right? ... About three years – great. Could you tell me a little about what you handle day to day? ... That is very helpful. I am trying to get a clear picture of how the process works from start to finish, and I think you could really help me understand it. Would you be willing to help me with that?
Notice what the examiner did: introduced herself by name only, used neutral words (matter, processes) rather than fraud investigation, asked easy non-sensitive questions that invite yes answers, observed Maria's relaxed behavior as a baseline, stated a general theme, and obtained a commitment for assistance before transitioning into informational questions.
10. Exam Tips: Answering Questions on Introduction and Building Rapport
Tip 1 – Know the sequence of question types cold. Introductory → Informational → Assessment → Closing → Admission-seeking. Expect questions asking which type comes first, which type is used to establish rapport, or which type should be asked only when deception is suspected (assessment) or only when guilt is reasonably probable (admission-seeking).
Tip 2 – Memorize the objectives of introductory questions. Provide the introduction, establish rapport, establish the interview theme, observe reactions, obtain a commitment for assistance, and transition. If an answer option describes gathering detailed facts or seeking a confession, it is not an introductory-phase objective.
Tip 3 – Watch for emotive-word questions. The exam often presents sample opening statements and asks which is best or which is inappropriate. Eliminate any option containing investigation, audit, fraud, stolen, crime, or that leads with a title like fraud investigator. Choose the neutral option using inquiry, review, or matter.
Tip 4 – Remember the ONE-at-a-time rule. Any option suggesting that several witnesses be interviewed together to save time is wrong. The Manual is firm that interviews should be conducted one person at a time, in private.
Tip 5 – Know the body-space guideline. If asked about physical distance during the general (introductory/informational) interview, the recommended range is roughly four to six feet. Do not confuse this with admission-seeking interviews, where the interviewer may gradually move closer.
Tip 6 – Theme versus actual purpose. A frequent trick: the stated theme may be more general than the real purpose. The correct answer usually states that the interviewer should give a general, non-accusatory reason for the interview and need not disclose the specific allegation. Options claiming the examiner must fully disclose the exact suspicion, or options endorsing outright fabrication of facts, are typically wrong.
Tip 7 – Commitment for assistance and continuous agreement. If a question describes an interviewer asking Will you help me? and waiting for a yes, recognize this as obtaining a commitment for assistance. If it describes asking a series of questions designed to elicit yes answers, recognize seeking continuous agreement. Both belong to the rapport-building phase.
Tip 8 – Calibration belongs here. Questions about establishing a baseline of normal behavior, or why non-sensitive questions are asked first, point to the introductory phase's observe reactions objective. Deviations from that baseline are evaluated later during assessment questions.
Tip 9 – Beware of extremes. Correct answers describe a confident, relaxed, professional, moderately friendly demeanor. Options describing excessive flattery, overly casual familiarity, or an authoritarian, intimidating approach are distractors.
Tip 10 – Use elimination on true/false and scenario items. Ask yourself: Does this option make the respondent defensive? Does it reveal too much? Does it skip rapport and jump to sensitive questions? If yes to any, eliminate it. The ACFE philosophy is that information flows best from a comfortable, cooperative respondent who sees the interview as routine.
Tip 11 – Read the question stem for the phase. Some stems say at the beginning of an interview or when introducing yourself; others say when seeking an admission. Techniques that are wrong for the introduction (e.g., moving physically closer, presenting evidence, using rationalization themes) are correct for admission-seeking interviews. Keep the phases separate in your mind.
11. Quick Review Checklist
• Five question types, in order – introductory first.
• Introductory objectives: introduce, rapport, theme, observe reactions, commitment, transition.
• One interviewee at a time; private setting.
• Name yes, intimidating title no.
• Neutral words: inquiry, review, matter – not investigation, audit, fraud.
• Four to six feet of personal space.
• Non-sensitive questions first; calibrate baseline behavior.
• General, non-accusatory theme; may differ from actual purpose.
• Seek continuous agreement; get a commitment for assistance.
• Transitional statement bridges to informational questions.
Master these points and you will be able to answer virtually any CFE Exam question on the introduction and rapport-building phase of the interview with confidence.
Test mode:
CFE - Introduction and Building Rapport Example Questions
Test your knowledge of Introduction and Building Rapport
Question 1
A fraud examiner is meeting an accounts payable clerk who is a neutral third-party witness in a vendor payment inquiry. The clerk arrives visibly tense and says she is very busy. The examiner introduces herself, makes brief small talk about the clerk's workload, and describes the inquiry in general terms. Which step should the examiner take next to complete the introductory phase before the questioning phase begins?
Question 2
When introducing the interview, a fraud examiner should describe the inquiry with words such as "investigation" or "allegation" so the interviewee understands its seriousness from the start.
Question 3
During the introductory phase of an interview, how should a fraud examiner generally describe the purpose of the interview to the interviewee?
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