In-depth interviewing is often described as a skill, but in truth, it is an emotional and cognitive balancing act. It demands deep listening, emotional sensitivity, and the ability to navigate people’s lived experiences with care.
Richard Newman
At M·E·L Research, I’m part of the evaluation team, where we work with individuals who have lived through extraordinary and often difficult circumstances. I’ve interviewed competitors from the Invictus Games dealing with PTSD, people living with Alzheimer’s, and individuals who’ve experienced major life changes. Every conversation is different. And in every interview, regardless of the interviewee’s background, I must create a safe space where people feel heard, respected, and empowered to share their story.
As a social research agency, M·E·L Research primarily works with public service bodies, charities and third-sector clients, which means many of our interviewees have faced trauma or live with conditions that significantly impact their lives. This type of interviewing is more intense, deeply personal, and, ultimately, more rewarding. However, it also requires me to develop specialised techniques to safeguard not only the participants I speak with but also my own well-being throughout the process. Which is what has inspired me to put pen to paper and write an article about what I have learned about truly listening as a social researcher.
How To Truly Listen
Let me begin with this: in-depth interviewing is a completely different experience compared to CATI or media interviewing. Listening is the most important element of my role, not the questions I ask, but how I respond to what’s not being said.
True listening goes far beyond simply hearing someone speak. It’s about being fully present, tuned in to both verbal and non-verbal cues, and creating a space where people feel safe to share.
You have to listen, not just with your ears, but with your eyes: Unlike more transactional interviews, trauma-informed research requires attention not just to words, but to the subtle signals participants give off. That’s why I always prefer to conduct interviews on video rather than on the phone. I need to see facial expressions, the small eye movements, the little signs that tell me when someone is struggling with a question or when I need to tread more carefully.
Silence is powerful: One of my go-to techniques is to let silence do the work. When you, as the interviewer be quiet and let the interviewee do the talking, that’s when people open up and give you the real story..
Not only that but I’ve seen it time and time again: if you jump in to ask a new question or to respond to an interviewee too quickly, you risk cutting off a thought just as it’s getting to the heart of the matter.
Body language is critical: Building trust is at the heart of every good interview. When people feel that connection, that’s when they really open up and that’s where the most valuable insights emerge.
Body language plays a huge role in creating that trust, especially in a virtual setting. I make sure to maintain steady eye contact by looking into the camera, and I’m conscious of my facial expressions throughout.
If someone is venting about an organisation, I’m careful not to nod along and unintentionally reinforce their frustration. But when they’re sharing something personal or emotional, I use small, genuine signals such as a soft smile, a slight grimace or an attentive facial expression to show I’m fully with them and I’m hearing what they are saying.
At the end of an interview, I often recap what I’ve heard to demonstrate that I have listened and heard them by saying something along the lines of, “Thank you for sharing that with me. What I’m hearing is…” It reassures them that they’ve really been heard and helps deepen that sense of trust.
Adapting in the Moment
Deep listening also means staying responsive and ready to adapt. No two interviews are the same. You never know what conversation you’re stepping into until you begin and so you must be ready to adapt to the interviewee accordingly and appropriately.
I remember one interview where the participant told me that being signposted to mental health charities (something we routinely do as part of safeguarding) made him feel invalidated. For him, it was a trigger, a sign that people weren’t actually listening and instead palming him off.
That meant I had to quickly rethink how to close that interview in a way that felt respectful. I couldn’t stick rigidly to the script. That’s part of the skill: you listen, you adjust, and you always put the participant’s wellbeing first.
At M·E·L, we’re trained to spot safeguarding concerns, and we take that responsibility seriously. Safeguarding isn’t optional. If something doesn’t feel right, I raise it. Every time.
I’ve been in interviews where I thought, “Something doesn’t feel right here,” and so I raise it with our safeguarding lead. Sometimes, it’s a genuine cause for concern and the interviewee is someone who might be at risk of harm. Other times, they’re simply having a bad day. Either way, I believe it’s critical to treat every sign with care.
Protecting Myself After Heavy Interviews
What’s less often talked about in our field is the toll this work can take on researchers. Hearing emotional, sometimes traumatic stories day after day can be draining. When I worked on the Alzheimer’s project or interviewed Invictus Games competitors sharing stories of PTSD and loss, there were days that felt heavy.
Sometimes the interview you think will be easy turns out to be the hardest. And vice versa. This is why I always give myself breathing space between interviews and never schedule tough interviews back-to-back if I can help it. I need time to clear my head before I go into the next one, not just for my own wellbeing, but so I can give each person the attention and care they deserve.
For me, physical fitness is my release valve. That’s how I let everything go after an intense day. I go to the gym, do cardio, lift weights, put on some dance music and just let it all go.
And it’s not just me. I’ve noticed that everyone on our evaluation team has their own version of using movement as a way to reset.
Sophi is a runner, Evan is a cyclist, and I go to the gym. It’s no coincidence… in-depth interviewing is emotionally demanding, and staying physically active seems to be how we all maintain our balance and wellbeing.
Trauma-Informed Research: Our Commitment
At M·E·L Research, we embed trauma-informed practice into everything we do. We’re guided by six principles: safety, trust, peer support, collaboration, empowerment, and cultural awareness. That’s not just for the participants; it applies to us as researchers too.
We make sure our participants feel safe and respected. We listen deeply. We adapt our approach to their needs. We provide a safe space to speak. That’s our job. And so we make sure our evaluation team (and the wider company) has the training and support they need to process what we hear and look after ourselves along the way.
For me, the reward is knowing that these interviews help to create real change. It’s not about just gathering data – we help programmes grow, make services better, and amplify voices that need to be heard. We help create real change for the people we work with.
And every time I listen — really listen — I’m reminded why I do this work.
About Richard Newman
Richard joined M·E·L Research in 2018 as an interviewer and field worker. His key role is in delivering quantitative and qualitative project support including interviews, ripple effect mapping workshops (REM) and other qualitative engagements, coding, data checking, charting and analysis.
Richard has engaged with people from all sections of society and provided support across various projects and tasks – evaluating key societal issues including poverty, mental and physical health and wellbeing, mobility, infrastructure and the climate and environment with residents, customers, employees, stakeholders and businesses. Richard’s research experience covers various sectors, including housing, health and wellbeing, transport, culture and heritage, sport and activity and the environment.
In previous roles Richard gained over ten years experience working on broadcasting campaigns, editorial and social media. He has worked on integrated campaigns for major clients such as, Channel 4, ITV, Virgin Media, Vodafone, News Group Newspapers, OK! Magazine and QSoft Consulting.
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