CBP officer communication strategies A Game Changer for CBP Officers

CBP officer communication strategies are essential in the realm of border security. At the end of a long shift at a busy international airport, a group of officers compared stories on a string of tough interviews. One officer sighed, “It’s easier working construction in the Florida sun than getting answers out of these passengers.”

That’s when I told them: “Stop asking questions—start making statements.” The room went quiet, and everyone leaned in to listen.

I was feeling the same frustration, so I looked for other techniques, because let’s be honest—most of us are trained to ask questions to get answers. But when dealing with deceptive prepared smugglers or criminals, questions don’t always work. In fact, questions can alert passengers to put their guard up. They think before speaking, measure their words, and fall back on deceptive or evasive tactics like, “I don’t recall.” This is where the strategy of making statements flips the script.

Sean Hughes and the Statement Approach

Sean Hughes, an international body language expert and author of Six-Minute X-Ray, has spent years studying how to get people talking. His advice? Stop relying only on questions. Instead, Hughes recommends using statements that spark the traveler’s natural need to correct, clarify, be understood, or explain. When you make the right kind of statement, the passenger often volunteers more details than they would if you asked a direct question. CBP officer communication strategies

This method works because a statement removes the pressure of interrogation. It doesn’t trigger “a passenger’s defensive alarm system” the way questions do. Passengers feel freer to talk—and in that freedom, they often reveal vital information. CBP officer communication strategies

The Three Layers of the Statement Method

Here’s a simple three-step sequence Hughes utilizes often:

1. Make a Correctable Statement: Start with a statement that pushes the traveler to correct you. Example: “So, you’ve been here for two weeks straight.” If that’s inaccurate, they’ll jump in: “No, it was only 10 days.” Just like that, you’ve got more detail without asking a single question.
2. Make a Provocative Statement: Challenge or minimize what the traveler has said. Example: “Ten days sounds like a short trip for something that far away.” The traveler will often justify their story, giving you even more information.
3. Claim Disbelief: Make a statement that shows doubt—without asking for an answer. For example: “That doesn’t really sound like the whole picture.” This forces the passenger to expand their explanation, fill gaps, or reveal inconsistencies.

Why Officers Should Use This Technique

By shifting from questions to statements, CBP officers can:

• Maintain control of the interview.
• Lower resistance since you’re not questioning but simply stating.
• Draw out details voluntarily as the traveler feels compelled to clarify.
• Break rehearsed stories since it’s harder to stick to short, prepared answers.

It’s subtle, professional, and when delivered with the right tone, one of the most effective tools available for interviewing.

Final Thoughts

The next time you face a tough interview, remember: you don’t always need another question. Sometimes, a well-placed statement is what gets people talking. Always sharpen your skills, stay focused on the mission, and don’t forget—check out our STORE for cool, mission-specific gear designed to keep CBP officers safer and sharper.