Most communication problems aren't really about what happened.

They're about what happens next.

In this episode of Truth Be Told, Dave Thompson sits down with communication expert Alex Perry to explore why even well-intentioned people misunderstand each other — and what we can do differently.

From difficult conversations and feedback to active listening, empathy, body language and leadership presence, Alex challenges some of the assumptions we've been taught about what “good communication” actually looks like.

They explore why curiosity may be more valuable than certainty, why listening doesn't always mean fixing, how leaders can show empathy without lowering expectations, and why our desire to quickly reach an answer can prevent us from actually understanding the person in front of us.

The conversation also tackles communication myths — including the often-cited 93/7 rule — and examines how the same principles apply across leadership, relationships, sales and investigative interviews.

Because sometimes the most important question isn't, “What should I say next?”

It's: “What am I missing?”

Want to improve how you handle difficult conversations, workplace conflict, and high-stakes communication? Wicklander-Zulawski & Associates (WZ) provides evidence-based training for leaders, HR professionals, investigators, and organizations looking to strengthen communication, active listening, rapport, and decision-making. Explore WZ’s training and resources to build practical skills for navigating the conversations that matter most.

Can better communication save your relationship, strengthen your leadership, and improve your toughest conversations?

In this episode of Truth Be Told, Dave Thompson, CFI sits down with licensed therapist Kristina Virro to explore the psychology behind effective communication, healthy relationships, emotional intelligence, and conflict resolution. Whether you're navigating a marriage, leading a team, conducting investigative interviews, or simply trying to become a better communicator, this conversation is packed with practical, research-backed insights.

Together they discuss:

• Why recurring arguments are rarely about the surface issue.

• The communication habits that quietly damage relationships.

• How curiosity outperforms assumptions in both personal and professional conversations.

• The science behind the Gottmans' research and the predictors of relationship success.

• Why defensiveness, criticism, and poor listening derail trust.

• Communication strategies leaders can use to build stronger teams.

• How couples, managers, investigators, and HR professionals can ask better questions and create psychological safety.

• Practical tools—including Kristina's weekly relationship check-in—that improve connection before problems become crises.

If you're interested in communication skills, emotional intelligence, leadership, couples therapy, active listening, conflict management, workplace communication, investigative interviewing, relationship advice, difficult conversations, psychology, or personal growth, this episode delivers actionable techniques you can begin using immediately.

Whether you're a business leader, law enforcement professional, HR investigator, therapist, or someone simply looking to build healthier relationships, you'll leave this conversation with one powerful reminder:

Replace assumptions with curiosity—and watch every conversation change

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Why This Matters

While this conversation centers on relationships, its lessons extend far beyond couples therapy. Many of the same communication principles discussed in this episode—curiosity, active listening, emotional intelligence, and avoiding assumptions—are the same evidence-based skills taught by Wicklander-Zulawski for investigative interviewing, workplace investigations, leadership, and other difficult conversations.

Whether you're leading a team, interviewing a witness, conducting an HR investigation, or working to strengthen a personal relationship, better conversations lead to better outcomes.

What if the most effective way to prevent crime isn't another arrest—but another conversation?

For nearly 30 years, Keeley Knowles lived with a severe heroin addiction, funding it as one of the United Kingdom's most prolific shoplifters. Stuart Toogood spent those same three decades serving as a police officer with West Midlands Police. By every measure, they should have remained on opposite sides of the law.

Instead, they formed a partnership that helped save a life.

In this powerful episode of Truth Be Told, host Dave Thompson sits down with Keeley and Stuart to explore the human side of addiction, retail theft, and policing. They discuss how the innovative Offender to Recovery program challenged traditional law enforcement approaches by addressing the root causes of repeat offending instead of simply making another arrest.

Keeley shares her firsthand experience with addiction, organized retail theft, recovery, and rebuilding her life after believing she would never escape substance use. Stuart reflects on his policing career, why understanding addiction transformed the way he approached investigations, and how compassion, accountability, and evidence-based intervention can work together to reduce crime and change lives.

Whether you're a police officer, detective, retail investigator, loss prevention professional, security leader, HR investigator, or simply someone interested in addiction recovery and criminal justice reform, this conversation offers practical insights that extend far beyond shoplifting.

Truths:

Prevention starts with understanding the person, not just the crime. Addressing the root causes of offending can reduce repeat crime more effectively than enforcement alone.

Addiction doesn't discriminate. As Keeley shares, anyone can find themselves "two or three mistakes away" from addiction, making empathy and education essential for investigators, law enforcement, and the public.

Compassion and accountability can coexist. Holding people accountable while treating them with dignity creates opportunities for recovery without compromising public safety.

Effective policing is about more than making arrests. Stuart explains how helping people access recovery services prevented future crime and ultimately made communities safer.

Human connection changes outcomes. One security officer's willingness to care—and one police officer's willingness to do something different—helped save Keeley's life.

Retail theft is often a symptom of a deeper problem. Understanding the motivations behind organized retail theft and addiction can help investigators, retailers, and loss prevention professionals develop more effective prevention strategies.

Second chances create lasting impact. Recovery isn't just about overcoming addiction—it's about rebuilding relationships, restoring purpose, and helping others find hope through lived experience.

Wicklander-Zulawski & Associates and the International Association of Interviewers are proud supporters of the Truth Be Told podcast. Leaders in evidence-based investigative interviewing for law enforcement, loss prevention, human resources, compliance, security and audit professionals. Learn more here.

This episode is also supported by our friends at ORIS Media, a publications, education and events company, serving the European retail loss prevention industry.