Social Engineering - Christopher Hadnagy [89]
However, circumstances do exist where interrupting can be useful or even a tactic. If you want to see an example, watch the movie Sneakers. When Robert Redford is trying to gain access to a locked door that he must be buzzed into, he interrupts the doorman in a heated dispute over some delivery items. He does so a few times, eventually frustrating the doorman and causing him to unlock the door with no authorization. If you think it will get you somewhere, interrupting might be a good idea. Most of the time however, it is not.
5. Respond appropriately. This is the pinnacle of good or bad listening skills. If you were focused on your rebuttal or next statement, or you were thinking about the very attractive blonde that just walked by, you might put your foot in your mouth.
I was once training a group of people and was telling them some aspects of very detailed manipulation tactics. I could tell two guys were not listening. I put in a random thought like, “So then you bake the lion at 350 degrees for 15 minutes til crispy.” The rest of the group broke out in laughter and I turned to one of the two and said, “What do you think, John?” He responded with a blank stare and a stuttered, “Um, yah, sounds perfect.”
Do not ever do that to a target. It is a death blow to rapport (discussed later in this chapter). Be respectful, keep your emotions in check, and respond appropriately at all times when conversing with a target.
Paying attention, providing proof, giving positive feedback, being careful to never interrupt, and responding appropriately can make or break you when it comes to listening. They especially come into play during extended social engineering engagements, such as when I had to interact with the gentlemen at the Chamber of Commerce social gathering by “meeting” him at the bar and then talking to him about his business. Much of the information I was seeking would have been divulged in normal, mundane conversation. Make sure you practice these tips at home or the office before the time comes for the conversation to take place. You want good listening to become second nature as part of your arsenal of talents, not something you have to think about.
Your own emotions are another aspect of listening you must take into account. For example, I was raised in a strict, religious Italian family. I was taught that you didn’t disrespect women, and I shudder to tell you of the one time I called my mom a disparaging name. I will tell you that it did not end too well for me. One day many years after that incident, I was working an engagement and was talking with a guy from whom I was trying to obtain some information. I approached him in a social setting and we started a conversation. He started to talk about a woman he worked with, in a very inappropriate way. Being raised the way I was, I found a lot of anger boiling up inside me. I had a hard time containing those feelings and it must have shown on my face and in my body language, leading to that particular vector being blown. In that failure I learned a very valuable lesson��when it comes to listening during social engineering engagements, you must try your hardest to not let the built-in filters you have get in the way.
Also, remember to react to the message, not the person. If you don’t agree with a person’s beliefs or stance, affording him or her dignity will go a long way in making that person feel comfortable with you. Even in situations where you might not agree you can find something empathic to say. For example:
Target: “This job stinks. They make me work this horrible shift and for low pay, too.”
SE: “It sounds to me like you are overwhelmed by your situation here.”
Although you might be thinking “Try Harder,”™ by responding this way you let the target know you were listening, as well as empathizing with her plight in life.
This technique is known as reflective