Man raising his hand and crossing his fingers behind his back. Deceptive people are quick to identify an investigator's biases and use them against him. They will figure out what motivates the interrogator and use that information to their advantage. (Photo: Bigstock)

Everyone shares information both verbally and non-verbally whether we realize it or not. "When you enter a room, you are communicating," said Joseph Koenig, owner of KMI Investigations, during a session on communication as part of the recent IASIU virtual conference. "Everything we communicate is the result of a decision. Hesitations and indecisions are the results of decisions, as are words and actions."

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Patricia L. Harman

Patricia L. Harman is the editor-in-chief of Claims magazine, a contributing editor to, and chairs the annual America's Claims Event (ACE), which focuses on providing claims professionals with cutting-edge education and networking opportunities. She covers auto, property & casualty, workers' compensation, fraud, risk and cybersecurity, and is a frequent speaker at insurance industry events. Contact her at [email protected]