If you’re looking for frameworks for engaging positively with stakeholders, the police use two that you may find useful – the Betari Box model and the PEACE Interview Model. In both cases it’s about establishing rapport, taking a positive attitude and not making it personal.

The Betari Box Model

At a recent IIBA event Charlie Payne (former Drugs Squad Officer turned business analyst) discussed the advantages of the Betari Box model for difficult communications. Simple but powerful, it demonstrates how a subtle shift in our attitude and behaviour can escalate or de-escalate the attitude and behaviour of others.

 We can choose a positive or negative attitude at any time, reflected in our behaviour which is how we act and the body language we demonstrate. It’s a constant cycle where our attitude affects our behaviour which then affects the attitude and behaviour of others. We are not always conscious that the behaviour of someone has provoked a negative attitude in use, translating into negative behaviour. All too often the negativity can then escalate.

This is where the Betari Box model comes in. it reminds us to slow down and think during communications with others and make sure that we are in control of our attitude and behaviour. If we want to influence the person we are talking to positively then we need to stop and think. Taking that time to think and reflect allows us to better control the attitude we will take immediately following the latest behaviour/action of the other person.

There are various ways to mark this key decision-making moment. We can count to five, or take a deep and deliberate breath, we can even say the word ‘Stop’ or ‘Wait’ to ourselves in our minds. We can then continue the interaction more consciously, engaging our brains, responding with care and breaking the negative cycle. 

The PEACE Interview Model

‘Fly on the wall’ police documentaries show the intensive planning and preparation that goes into the investigating officers’ interview process. Typically, the police interviewer will start the engagement in a friendly, familiar and courteous manner with none of the aggression, bravado or swagger shown in some police dramas.

These police officers are following the PEACE framework, used as guidance for structuring effective interviews. It’s about being aware while we communicate, taking control and depersonalising a difficult or potentially confrontational situation.

PEACE stands for:

P –Planning and preparation
E – Engage and explain
A – Account – clarification and challenge
C – Closure
E – Evaluation

Whilst BAs will in no way be acting as master interrogators, the framework is useful for meetings with stakeholders where information is being gathered and follow up actions may be planned.

How to Apply the PEACE Interview Model

Planning and Preparation

It’s easy to overlook planning before a discussion, but it’s the most important phase in effective communication with and information gathering from stakeholders.

Business analysts should consider: creating and recording the discussion/meeting plan; considering the characteristics of the interviewee (stakeholder profile); practical arrangements (room layout/environment) and making a written interview plan.

Engage and Explain

The first step in encouraging conversation is to engage the interviewee/stakeholder.

Active listening helps to establish and maintain a rapport. This then enables the BA to: identify topics during the interview and, therefore, manage the conversation; communicate interest to the interviewee in their account; identify important information.

Account, Clarification, Challenge

Obtaining a clear account or understanding depends upon the BA selecting the right questions to elicit information and adopting appropriate non-verbal behaviour. Consideration should be given to the use of simple questions, breaking down the account into manageable topics and giving stakeholders time to frame their answers.    

Closure

A closing point should be planned and structured so that the interview or discussion does not end abruptly. Ideally, the business analyst should summarise what the stakeholder has said, taking account of any clarification that they might wish to make. They should then explain what will happen next.

Evaluation

Following an interview, the BA needs to evaluate what has been said with a view to determining follow-up actions and should reflect on their own performance.

Planning beforehand and communicating professionally is key to positive stakeholder engagement. Both the Betari Box Model and the PEACE Interview Model encourage establishing rapport, taking a positive attitude and not ‘making it personal’. Stakeholders are (of course) not suspects to be interrogated, but structure and attention to detail will always pay dividends.    

There is plenty that business analysts can learn from tools and techniques used by other professions. If you enjoyed this article, you may also enjoy our article ‘Crisis Management: What BAs (and Everyone) can Learn from Firefighters.