One of the most powerful moments in a Reflections interview is when nothing is said.  

We call it the power of the pause. A few beats of silence where we let things settle. A quiet space where the person laying their life bare gets a chance to breathe, to reflect – and often, to take a deeper step into their story.

It’s in these pauses that the real stories often reveal themselves. As professional interviewers, it’s something we’ve learned over time: not to leap in and agree, or probe too soon – at the risk of losing that golden thread.

Think about it. We’ve all had moments where we wished we’d said something differently or had the chance to say more – but the moment passed, the conversation shifted, and the opportunity was lost.

As interviewers, we’ve learned how important it is once we’ve triggered a flashback or a reflection to give it space to surface – without rushing to fill the silence.

And if emotion rises, we know how to hold that moment without stepping in to interrupt or comfort.

That’s one of the insights we share when we’re asked why it’s better to have an experienced interviewer do what family members often can’t. We’re more than just friendly voices with flash microphones.

Here are other reasons:

‍- We know what to ask.
‍In our day jobs, we’re journalists and broadcasters, so it’s second nature for us to pick up on what’s missing in a conversation. It might be recognising the unasked question, unearthing the long-forgotten nugget, or probing the small detail that changes the whole story.

We know how to listen – not just politely, but professionally. We listen for meaning in answers, not just information.

- We guide the story without steering it.
‍Helping someone stay on track without interrupting the natural flow of their storytelling is a skill the Reflections team takes pride in. We don’t just read questions off a list – we stay curious, listen closely for the storyteller’s clues, and guide them naturally into the next scene. Believe me, we’re as intrigued by an unfolding story as you are!

- We bring a pair of fresh ears.
‍There are stories you’ve heard from your parents or grandparents time and again – and often, slightly different versions of those stories, so you’re no longer sure which is the real one. As a neutral interviewer, we come in without assumptions – and just as importantly, the person telling the story doesn’t assume we already know the critical details, either.

That’s where we can start the story from the beginning and often end up taking it somewhere entirely new.

- We navigate conversations family find hard to start.
‍Some questions are difficult for families to ask their loved ones – sometimes it’s easier for those on the outside to raise those sensitive topics. That’s why it’s crucial to handle them with care – without judgement or over-reaction. The neutrality of a professional interviewer allows people to speak openly without worrying how their words will land.

- We weave structure into storytelling.
‍It’s important to structure a conversation, so it doesn’t ramble, but flows from one chapter to the next. Before we arrive at the interview, we’ll have drawn up a structure for the conversation to follow, based on your input around what you’d like to hear and to learn. We set gentle time limits for each key area, so the conversation keeps its momentum, and doesn’t stall on one thread.

‍

Professional interviewers honour the storyteller and the story. Our job isn’t just to record – it’s to witness, to draw out, and to preserve a precious voice for generations to listen to. We ensure the result is more than a chat — it’s a coherent, compelling record.

That’s why it matters who’s behind the mic.