An interview is not merely a list of questions, but an attempt to win another's confidence, develop rapport, or discover "what makes someone tick" by establishing a two-way communication process. Interviewers are not born interviewers; they must prepare for an interview by gathering all available information about the case. Interviewers must not stick to the facts but must deal with a source of information that has feelings and emotions. Listening is a skill, not a natural process. The inability to recognize listening as an active process that requires considerable effort causes many interviewers to fail. Note-taking is not as important as the nonverbal behavior that may be missed during the flow of conversation. Interviewers must not dominate the situation but exhibit an air of serene confidence. Cross-examination is not the same as interrogation, and the failure to distinguish between the two will not produce results.