It looks at:
- the perspective of the auditee, who may be nervous and stessed
- the benefits of guidance from the interviewer in explaining the interview/audit process and building rapport
- the importance of fairness and listening in encouraging the auditee to speak
- the risks of carrying expectations and bias into an audit
- questionning approach, favoring a conversational style
- cases where it is OK to ask leading questions
- the difficulties of reading non-verbal communication when you are busy with an interview
The lecturer calls it the PEACE model - Planning, Engagement, Account, Closure, Evaluate
Its a bit drawn out, but worth keeping on in the background while you are working on something.