Friday, July 20, 2018

Statement Analysis Training

For inquiries, here is a summation of what is offered at Hyatt Analysis Services

1.  Complete Statement Analysis Course.  Tuition 950.   This is in both e version and print, and 12 months of e support. This is done entirely in your home, at your own pace.  It allows for lectures to be listened to repeatedly.  

Expectations:  100% accuracy in detecting deception. 
                           90% accuracy in content analysis. 

This also begins the work of profiling. 

The psycho-linguistic profile is to identify enough elements of a subject that it is accurate enough to identify the author of an anonymous threatening letter.  With a 70% accuracy rate (7 out of 10 accurate descriptions of the author), most clients are readily able to identify the author.  The Compete Statement Analysis Course sets the foundation and introduces the psycho-linguistic profiling elements and Threat Level Assessment. 

Currently enrolled include U.S. Canada, Germany, France, England, Ireland, Scotland, Switzerland, Sweden, Holland, Netherlands, South Africa, Israel, Russia, Australia, Quatar, Tasmania...etc. 

There are those who are civilians, love to discern truth from deception and enroll to success in lie detection. For some it builds their skill set and resume, giving tractions for their careers. 

For an example of what Statement Analysis can do, and if it is worth your investment view a sample at Youtube HERE

2.  Ongoing Live Monthly Training with guidance.  This is once per month, 6 hours on line, $50 per month.  (25% discount for annual subscription).  This is only for those who are enrolled or have completed the Complete Course, and it is by approval only with limited enrollment; attendance is not guaranteed. Law Enforcement and Military intelligence warrant strict confidentiality. Currently, analysts from the United States, Canada, and western Europe meet as teams working on live cases.  

Attendees include several full time instructors, investigators, analysts, federal, state, local and international, present and former intelligence officers, private, as well as other professionals, including social sciences (therapists, social workers), business (Human Resources, insurance, fraud, negotiations, sales), and more.  It is a most supportive and exciting team setting. These are held the last full week of each month.  

For those with professional licenses and training renewal,  Continuing Educational Units (CEUs) are granted through the University of Maine.

Certification:  Successful completion of the course (1), a minimum of 60 hours live training and approval from 3 professionals observing their work over a semester (3 mos.) of time. 

By this time, the analyst/investigator is routinely at 100% accuracy in detecting deception. 

 The certification's value is in the work we produce.  

These analysts often attend in person seminars, as they are forging ahead while also maintaining their level of excellence. 

The certification is the prerequisite for:

3.  Advanced Statement Analysis and Psycho-linguistic Profiling.  Tuition 1200.  24 months e support.  This is a lengthy course that an analyst now goes into new, deeper methodology.  It is lengthy, challenging and is continually sharpening the skill of the certified analyst. Recognition of contamination, working with contaminated statements and the ability to discern the author of an anonymous threatening letter is covered. 

Please note there is no enrollment in this course without the above prerequisite met.  The work would be confusing without the Complete Course and application of its principles. 


Seminars for law enforcement and private business are needs based. 

Specialized training is for Sex Crimes Units, social service professionals (psychologists, therapists, child protective investigators), HIDTA, military intelligence, Internal Affairs, etc.  

Joint Seminars for Statement Analysis, Advanced Analysis and Handwriting Analysis is with Steve Johnson (Det, retired) who is now a full time instructor.  Steve can be reached at for further information. 

Having seen undisciplined and unprincipled handwriting analysis for years, Steve's work is both methodical and consistent with Statement Analysis.  For example, in a sexual assault case, Statement Analysis profile was done separately from the Handwriting Analysis. Both profiles were submitted to the detective. They matched the psychological evaluation from the case file.  Steve is a gifted instructor, easy to follow, and with his years of law enforcement experience, a valued colleague and friend. This is a small sample of Steve's accuracy.  


Limited private consultation and analysis is available for the following:

1.  Employment Analysis 

We can identify those who will bring harm to your company or department, before they are granted an interview.  Employment Analysis is psycho-linguistic profiling in a specific context. 

In recent years, this analysis has identified those with criminal backgrounds concealed from businesses, has discerned those who have made fraudulent claims against a business, as well as identified the "best and brightest" for hire. 

Companies save money on fraud, insurance and also on Unemployment and turnover.  When an employee makes an allegation, the analysis is able to identify if the employee is truthful or deceptive, and the course of strategy to counter fraudulent claims, internal theft, or extortion attempts. 

Anonymous Threatening Letters

We have several professional certified analysts who work together in consultation to identify the author of an anonymous threatening letters.  In two recent cases, the authors have been identified and their identities confirmed.  One included a business in which the employee had threatened his own company where the description of the author's sex, race, age, experiences, and his motive was enough to identity and address. 

In another, the author's actual identity was fully given.  

These are best done with a minimum of 3 analysts working together.  This may also include contracting for handwriting analysis.  

Private Analysis 

Private analysis is available for companies, business owners, litigation attorneys and private citizens on a limited basis only.  This is confidential work that also involves several professionals. This is often highly specialized, including financial fraud, exploitation and litigation preparation.  If you have an issue regarding written documents, it is best to have your attorney contact our office.  

TV Radio Appearances

Time is limited, so if you wish an appearance, there must be a statement for analysis first.  Contact:

Analysts comment upon cases with statements that have been analyzed to conclusion. When an audience expects accuracy in deception detection, speculation can be difficult to separate from the analysis. If interested, please send a background of the case along with statements to the email above. 

Pro Bono

There are limited analysts who are able to volunteer their time. The cases under consideration are generally from those most vulnerable, including Domestic Violence victims, sexual assault victims and missing persons who cannot afford appropriate intervention. 

This is by approval only. 

Analytical Interviewing and Training

Analytical Interviewing is a legally sound and powerful tool in obtaining information. 

Its advantage is acute. 

The subject writes a statement. 

The statement is analyzed. 

The subject is interviewed from a position of strength: the analyst knows:

a. If the subject lied
b. What the content contains-veracity 
c.  What words the subject is most comfortable using 
d.  Where the subject left out information (no one can tell us "everything" or the information would be ceaseless

The training teaches the Interviewer (analyst/investigator/journalist/social worker, child abuse investigator, forensic interviewer, counselor, therapist, prosecutor, sales professional, etc) how to construct questions. 

Psycho-linguistic Profiling

The words reveal the person. In a statement, the analyst is able to not only see the subject's priority and priorities, but to see the most immediate dominant personality traits. 

*Many professionals can, intuitively know how to shift the interview if they know the dominant personality trait of the subject.   They often defer to the narcissistic type, to allow boasting. This facilities the flow of information. They learn "linguistic empathy" which not only sees the issues from the perspective of the subject (speaker) but follows the logical progression.  


There is information to be obtained.
If the subject is human, he has an innate desire to communicate. 
In investigative interviews: The subject wants to know what we, the Interviewer, knows. 

The information will not be obtained, if the Interviewer does not stop talking. 

Interrupting a subject (unless the subject is a "filibuster" type deceiver, and even here some run on is useful to obtain content), is to be avoided. 

Lengthy questions often lecture and they teach the subject how to lie. 

Various forms of visible manipulation are popular in training, but often slow the flow of information. 

Using language the Interviewer is comfortable with is a critical mistake that not only contaminates the subject's responses, but can lead to falsely failing the polygraph. 

For Training, contact Hyatt Analysis Services.  

In - house seminars for law enforcement and business as well as the "Complete Statement Analysis Course" which is done at your home and at your pace. 

The "Advanced Course" is restricted to those who have successfully finished The Complete Statement Analysis Course and a minimum of 60 hours ongoing team analysis.  

Tuesday, July 17, 2018

Emergency Call: Murder of Sharon Birchwood

Analyst Chris Woodruff (UK) sent the following emergency call regarding a man discovering his wife was dead.  

Even in this less than 60 second call, Statement Analysis already knows something about the case.  The time savings and focus on such a case are invaluable to busy and often overworked professionals who live to obtain justice. 

I. The Emergency Call 

Police Emergency

Police:  What is your emergency?

Subject:  Ah, yeah, I have a dead body here, Harriots Lane in Ashtead please.

Police: What's happened Sir?

Subject: I don't know but it looks very nasty. Sh, she's been strangled I think.

Police: Do you live at this address? Or are you visiting this address?

Subject: Ah, Ah, I, err, it's my ex wife. She's got this cord around her neck.

Police:  Ok, alright, we're gonna get police on their way and obviously we'll get an ambulance as well just to check. Umm

Subject: She's cold... She's dead.

Police: What's her name?

Subject: Sharon.

Police: And her surname?

Subject:  Birchwood.

Let's look at a brief analysis and Chris' context of the case. 

II.  The Analysis:

Police Emergency

Police:  What is your emergency?

Subject:  Ah, yeah, I have a dead body here, Harriots Lane in Ashtead please.

The Greater Context: An adult male has found his wife, murdered. We now hold to the expectation that he will report his wife murdered. 

The first thing we note is that his call begins with a pause. This shows a need to stop and consider what to say during a "high hormonal" moment. 

It is unexpected. 

Next, within this pause, what is the first word his brain has informed his mouth to use?


This informal term of "yes" is to agree, in the affirmative.  It is to "agree" with the recipient (police). 

Yet, there is nothing to agree upon.  

Ingratiation Factor

This is a simple point of Statement Analysis. The caller is "agreeing" to:
a. something not stated
b. police

This one simple word should be noted as a possibility that the caller  has a psychological need to be "on the side of the good guys", which indicates to the contrary. 

An easy sample of this is the guilty knowledge a parent of a "missing" child shows when he praises search and rescue for:

not finding his child.  (DeOrr analysis) 

With one word, we now now consider that the need to ingratiate suggests guilt or guilty knowledge of what he is about to say. 

In analysis, every word, and sometimes even, every letter matters. 

We've only cover his pause and the word "yeah" and already know there is "sensitivity" in the statement. 

Sensitivity Indicator Number One:  Pause
Sensitivity Indicator Number Two:  Ingratiation Factor 

Let's get to the first sentence to continue:

Ah, yeah, I have a dead body here, Harriots Lane in Ashtead please.

Next, note that his wife is not dead, but he, the caller (subject) has an issue. 

He has a dead body there. 

This is to measure the context with impact...

upon himself. 

He is inconvenienced for having to deal with a dead body "here" (location)? 

This is viewed as narcissistic. Was his wife an "inconvenience" which has been, historically, used to end lives via murder?

Social Introductions

Social Introductions tell us about the subject's perception of the relationship.  

Question: Who is dead?

Answer:   No one.

The victim is not his wife. 

The victim is not even a person. 

The dead body is "here" (location) and the caller wants it dealt with.  

We now know, as the sensitivity indicators pile up:

The caller has dehumanized the victim. 

This is a form of rationalizing, which leads to justifying. Murderers never really murder, in the language. This is why analysts look for victim blaming; justifying removal of the inconvenience. 

Is he going to say, "You must find my wife's killer!" in any form?

Objection: he is in shock.  He is disassociating from the reality. 

Answer: "Dead body" indicates processing. Disassociation is a result of denial, not processing. 

That she is without name (non person) and a "body", indicates the caller has long accepted her death. 

The investigator analyst should now consider premeditated murder by the subject. 

Ah, yeahI have a dead body here, Harriots Lane in Ashtead please.

The dead body is "here" with specific detail. 

We now know: the location is not only the element of the sentence, but a priority for him.  

Come, remove it. 

"please" is only given after the location. 

He "agrees" with police ("the good guys") before anything is decided, and he devotes his words to location. 

Police: What's happened Sir?

The best question and the most natural.  
Subject: I don't know but it looks very nasty. Sh, she's been strangled I think.

He denies knowledge only to rebut/compare/minimize with the word "but."

Note what follows the word "but" as always important.

Does his wife look like she suffered?



She is "it"


"it looks nasty" as if he is calling a cleaning service for his location. 

Sh, she's been strangled I think.

Regarding the cause of death, "it" has now become "she."

The depersonalization of the victim is to indicate the most severely negative relationship; often found in domestic homicide or acute abuse. 

Question: What comes first, his speculation or her cause of death?
Answer: The cause of death. 

"I think" is secondary, which is added after the conclusion of the matter. 

He is showing us:  I know how she died, oops, I better qualify that with "think" as an after thought. 

Police: Do you live at this address? Or are you visiting this address?

This is an unusual question. This is not a question I would have thought to ask but is likely intuitively posed due to the bizarre nature of his dehumanizing language of the victim. 
Subject: Ah, Ah, I, err, it's my ex wife. She's got this cord around her neck.

Who is "it"?  

Remember,  this is to process her death and processing overcomes natural denial and shock and takes place in time. 

It is interesting that the either/or question is not answered by him. This is an indicator of script. 

Script means he has rehearsed what was to be said, and it was interrupted by an unusual question.

Script indicates the need to withhold information. He blurted out what he needed to say, even at the expense of the question. 

What did he reveal?

He revealed an "upgrade" in their relationship. 

Ah, Ah, I, err, it's my ex wife. She's got this cord around her neck.

He how shows a technical upgrade of the relationship. 

Lesser Context

The lesser context is founds in the sentence itself. 

The Greater Context is a husband calling police to report finding his wife dead (or ex). 

The Lesser Context has upgraded the victim from "it" to "my ex wife" which we now ask,

"What caused the relationship to improve in the subject's verbalized perception of reality?"

We look to answer our question by his language. This is what it means to let the subject guide you.  He has the information; not us. This is why we interview using few words and do the listening. 

What caused the relationship to improve?

She was a "dead body" and now she is his ex wife and she is now "she" in the context of having a "cord around her neck."

Psycho-linguistic Profiling:

He likes her with a cord around her neck. 

This is literal. 

Linguistic Disposition

When analysts are trained and become efficient at identifying linguistic disposition, they solve cases. They do deep analysis. 

His linguistic disposition towards the victim is duly noted as such:

It sounds crass or like dark humor, but it is not. We must not project our emotions but listen and submit to the statement. 

In the caller's verbalized perception of reality, he needs a mess to be cleaned up, but has a positive linguistic disposition towards his ex wife while she has a cord around her neck. 

The LD towards her as a dead body is Negative.  ("it" is "nasty") 

The LD towards her, as his ex wife with a cord around her neck is Positive. 

With "nasty" we may wonder (though influenced by the outcome) of the possibility of the subject either having help killing her, or having someone kill her.  

Police:  Ok, alright, we're gonna get police on their way and obviously we'll get an ambulance as well just to check. Umm

Subject: She's cold... She's dead.

Psycho-linguistic Profile:

It is likely that one of his complaints about his victim in the marriage was about sex.  

She was "cold."

This is unnecessary information. He already reported a dead body. Heat dissipation is rapid. 

Time has elapsed. 
Police: What's her name?

Unnecessary to ask, but necessary for the "Incomplete Social Introduction" which has already indicted him in the murder. 
Subject: Sharon.

Police: And her surname?

Subject:  Birchwood.

Analysis Conclusion:  Deception Indicated 

The caller has guilty knowledge of his wife's murder. 

Analyst should not conclude "he did it" but remain disciplined to that which we know. That he killed her is speculation. "Guilty knowledge" is the appropriate conclusion. Police would now take this call's analysis and focus everything upon the caller. He is the key to solving the case. 

Guilty Knowledge means if he did not kill her, he knows who did and he is "pleased" at the results.

The Profile of the caller, even from less than 1 minute of information is of extreme animosity towards his wife and an acutely narcissistic disposition. He is inconvenienced at the "nasty" intrusion at his location while depersonalizing his victim. 

Chris added that he watched a documentary about the case: 

 "Who killed Sharon Birchwood" Her ex husband, Graham Birchwood hired an ex Business Associate and Hit man to kill her. She was strangled to death. The hit man, 63 year old Paul Cryne flew from Thailand to Britain to carry out the murder for £30,000 on December 4th 2007. 

Cryne was jailed for a minimum of 28 years and 6 months in 2010. Graham Birchwood was jailed in 2009. He had debts of £150,000.

Statement Analysis Training is available to learn Deception Detection, with a 100% accuracy expectation, in both seminar and at home content. 

The "Complete Statement Analysis Course" is done at your home, at your pace and comes with 12 months of e support: personal attention to your progress. 

Sign up through Hyatt Analysis Services

Those of second language: the course is in English and being bilingual is of great advantage to your work. 

Deception Detection seminars for law enforcement, with Advanced Seminars jointly with Det. (ret) Steve Johnson, both a certified Statement Analyst and a Handwriting Analysis Expert.

Advanced Training for Sex Crimes Units trained in deception detection as well as for Psychologists, therapists, counselors, social workers, Child Protective Caseworkers and Investigators. 

Discernment for Journalists, bloggers, Human Resource professionals and professions where communication and lie detection is needed. 

Saturday, July 14, 2018

Emily Glass: 911 Call Analyzed

In prior analysis from March,  Emily Glass was found "Deception Indicated" in the disappearance of her step son.  The 911 call has been released and here is an abbreviated analysis.  

Dispatcher: 911, what’s the location of your emergency?

Glass: ….. My son. My son’s gone. He’s not in the (unclear). He wasn’t in his (unclear).
People rarely (10%) lie outright in the fabrication of reality. With the cultural demand of "feelings overriding truth", the natural resistance to such may eventually push this number forward. For now, I remain comfortable with the estimate, empirically, but must remain open to change. 
We next note that the question is not answered. This is an avoidance of the question.
Is it due to urgency and priority? (innocence)
Is it due to scripting?  (guilt)
If we exercise restraint, we attempt to not allow prior analysis to influence us. Therefore, the answer is not yet known. The trained analyst must confront bias, in all forms, in every investigation. It is inescapable.
Linguistic Empathy is to attempt to embrace the language of the subject. It means understanding criminal behavior from the perspective of the criminal. This is often acutely unpleasant for the criminal analyst and investigator. It is necessary for accuracy. 
Note in the answers she has told the truth:
her son is gone and her son is not in her room. Most deception is via missing information. This is why analysts do not dismiss liars. When deceptive people deceive, they reveal information they did not intend to, and they reveal much about their personalities. This is a treasure for the investigator who will later interview and interrogate. 

Dispatcher: Where is your son at?
Glass: I don’t know.
Dispatcher: He’s gone?
Glass: Yes, he’s gone!
Dispatcher: When did he leave?
My guess is the subject was not expecting the emergency dispatcher to ask when her son left.  
This places new emphasis:
a. The subject has now been told that the police authority believes that the boy left on his own power. This is something that subjects will immediately discern, often without regard to intellect. 
It is a mistake by the operator, but it now may push the subject into a new narrative.  Had she intended kidnapping, she would have to, now in time, change to runaway. If she had intended runaway, she would be emboldened. 
How we ask questions is important. 
We must avoid teaching subjects how to lie. 
Analytical Interviewing is very simple and very effective.  It begins with open ended, legally sound questions and follows up with questions based upon current analysis (live) and employs the subject's words; not the interviewers.  
b. Time 
The operator has introduced the element of time (necessary and expected) though with the burden of responsibility upon the victim with the wording "he left." 
Glass: I don’t know. I don’t know. I just woke up from a long nap and he’s not in his room.
She answers the question twice. This repetition suggests she was not prepared for the narrative of runaway. 
Next, we have critical words:
"I just woke up from a long nap."
The word "just" is a dependent word. This means it is used in communication depending upon another thought. There is a comparison within it. 
"This car is $45,000, but this other one, over here, is just $39,000" 
"I just woke up" is to indicate time. 
a. It is unnecessary 
b. It is comparative
c. It means she is thinking of a period of time when she makes this unnecessary statement. She is comparing time of this call with another time. This is a very important point to follow for timeline. 
The parent (step) of a missing boy has the need to not only establish an alibi of sleeping but in doing so, reveals sensitivity over time. 
She wants police to know that it would be impossible for her to be involved because she was asleep. 
While establishing this point this one tiny word, "just", indicates to the contrary. 
The establishment of an alibi in the emergency call is unnecessary, unexpected (in the presupposition of innocence) and now calls our attention to:
a. her need of an alibi though not accused;
b. the time frame of the victim's disappearance according to the subject is now suspect. 
"it was a long nap" affirms the analysis of the dependent word "just" being empathic about time. 
Together it is a strong indicator of guilt building before us. 
Not only was she asleep but the time line is so sensitive that she needs police to know that she was asleep for a considerable amount of time. 

Dispatcher: How old is he?
Glass: He’s five.
Dispatcher: Ma’am?
Glass: Oh my God!
Entrance of Divinity noted. She has not called upon Deity to affirm her words, but we make not of it just the same. 
We submit ourselves to the statement and allow the subject to guide us to the truth. 
Dispatcher: Ma’am, how old is your son?
Glass: He’s five years old.
Dispatcher: Five years old. Did someone take him?
Glass: I don’t know. I don’t know. 
The repetition indicates sensitivity in her response. It is to suggest deception, but by itself, we do not conclude deception. 
We have, however, noted:
a. alibi necessity
b. time line suspicion 
This causes the investigator or analyst to say, "She may know..." as she introduced doubt. 
Dispatcher: Did he walk off?
This now tells us that the Dispatcher's original thought has been challenged and doubt has entered. 
Glass: No, I don’t know. I just woke up. I just woke up.  I don’t know what to do. I don’t know what to do.
a. "No" is a strong response (even though we reduce reliability for "yes or no" questioning.) We now see how many words she needs to buttress her denial.  In an interview, I count the number of words one uses after "no." 
b. "No" also now reveals that she did not script that the victim left on his own accord. 
c. "No" is incongruent with her initial responses.  She now says, "I don't know."
Her denial of knowledge is:
Sensitive due to repetition and
Sensitive due to incongruence. 
Saying "no" followed by "not knowing" is self contradictory. In the 1940 insult movie, "Pride and Prejudice" one character said, "In spite of being ignorant of the facts, I know that..." with the character played by Greer Garson responding how amazing it is to "know that of which you are ignorant of.
The police now know that not only does Emily Glass need an alibi, but that she knows the victim did not leave of his own accord. 
The deception is building, rather than engendered by the analyst, seeking to make her words match a narrative (see analysis of Peter Strzok). 
Next, she affirms her need for protection:
No, I don’t know. I just woke up. I just woke up.  I don’t know what to do. I don’t know what to do.
She could not possibly be guilty since she was asleep. 
She could not possibly be guilty since she was asleep.
She could not possibly be guilty since she was asleep.

Question:  how many times does she have to tell me that she could not have possibly been involved with the disappearance of the victim due to being asleep before I recognize, 

She has guilty knowledge of what happened?

This sounds humorous, but it is intention. It highlights how important it is for the analyst/investigator to recognize repetition. 

Repetition means importance. 
Unnecessary information means increased importance. 
Qualified unnecessary information ("just") makes it even more important. 
Out of boundary information increases it further. 
Secondary, tierary repetition increases it even further;

you get the idea.

Q. What is most important to the caller regarding the disappearance of her son?

A.  Her alibi of sleep. 

*have you ever noticed how many fraudulent claims of racism has the alleged victims sleeping? 

The Rule of the Negative

What is reported in the negative is to be noted for increase in importance. 

"I didn't see the man run across my driveway..."


The "thou shalt not" instruction is the foundation of Western civilization. It has, immediately and in the negative, put restraint upon human nature. 

This presupposes the need for restraint upon human nature. 

It is easier to remember what not to do than what to do. 

It is also provocative. 

What is the first thing a 3 year old little boy thinks when his mother says, "don't jump in the puddle"

He thinks to himself, "What a glorious idea it is to jump into this small puddle, causing a scientific ripple of molecules of which mother must then stop and clean off my sneakers, obtaining for me the fulfillment of both attention and defiance. I shalt jump in this puddle, with the expectation of a marvelous response from my dearest mother." 

No, I don’t know. I just woke upI just woke up.  I don’t know what to do. I don’t know what to do.

Next we recognize that the more she tells us she does not know (including what to do), the more we think:
She knows what she is doing. 

This is to acknowledge the need to "stay in script." 

She knows. 

Dispatcher: What address are you at?
Glass: I’m at 655 South Edgemoor. Oh my God. I don’t know what to do.
Dispatcher: Ma’am, go ahead and repeat your location for verification for me, OK?
Glass: It’s 655 South Edgemoor.
Dispatcher: OK. All right.
Glass: Ma’am, I have to…. I need to call his father because he’s not in town. He’s at work right now.
Dispatcher: OK, can you stay on the line with me? I need to get some more information. OK?
Glass: (Crying)
Crying is often claimed (after the fact) to be "crocodile tears" by "experts."
It is not so. 
She could be crying for many reasons, but she is crying. Claims of one being a "sociopath" for having tears or not having tears is not a valid conclusion. 

Dispatcher: Try to stay on the line with me. What is the phone number that you’re calling from?
Glass: It’s (redacted).
Dispatcher: OK. And what is your name?
Glass: My name is (redacted).
Dispatcher: OK, OK. Stay on the line with me. I’ve got some more questions, OK? What is your son’s name?
Glass: It’s Lucas.
Dispatcher: Lucas?
Glass: Lucas.
Dispatcher: And you said he’s five years old?
Glass: Yes, he’s five years old.
Dispatcher: Is he white, black, Hispanic or Asian?
Glass: He is white. He has some Mexican in him but not a lot.
Dispatcher: You said he’s half-Mexican?
Glass: Yes.
Dispatcher: OK. That’s fine. How tall is he?
Glass: I don’t know. He’s about four feet maybe? I don’t know.
Dispatcher: Four feet? OK, that’s fine. Is he thin, medium or heavy build?
Glass: He’s little. He’s very little.

She is answering the questions but here, she goes no further. 
Is this her baseline?
It is not. 
Recall in answering questions above she needed to "intrude" that she was asleep
Here, she is not offering much information other than to comment on the dispatcher's words, which may signal a need to be seen as helpful. 
She is not. 
She is, however, helpful regarding her alibi, but not about the victim. She devotes words beyond the boundary of the question, not to Lucas, but to self. 
Dispatcher: OK. Do you remember what he was wearing?
Better: "what was he wearing?"
Do allow her the choice of what she "remembers" is a mistake and it is to offer her a shield of protection behind the frequently deceptive employed tactic: lack of recall. 
The Dispatch asked a "yes or no" question and introduced recall. This reveals Dispatch's own doubt about this caller. The subject paused, "um" indicating need to consider the answer. 
She was sleeping, correct?

Glass: Um, he was wearing black sweats and a green shirt with a bear on it. (Crying) Oh my God! Where’s Lucas? Where’s Lucas?

Statement Analysis: Intended and Unintended Recipient. 
Analysts recognize that when one speaks the "intended recipient" is the person being spoken to, or written to.
Yet for some, the "unintended recipient", such as police investigators, television audience, etc, are far more important to the subject. Technically, police here are the "unintended recipient" which often indicates an increase of importance of the information. 
She reports what he was wearing without qualifying her answer as to time (it was not just that she was asleep using the word "just" to reference time, but it was a doubling down of time: "a long nap" for her.) 

Dispatcher: All right. I’m still here, OK? Just keep talking to me.
Glass: I need to call his dad. I need to call his dad.
Dispatcher: I understand, I understand. OK? I need to get a little bit more information, OK? When was the last time you saw him?
Glass: Around like 3 O’clock?

Note number chosen. Do not read too much into this. Generally when one is deceptive and must choose a number between 1 and 9, liars gravitate towards "3", particularly in giving the number of assailants in a false claim of assault. 
Dispatcher: OK. And you’re at, he was at home?
Glass: Yes, ma’am.

the polite theme is noted. It is sometimes indicated for the Ingratiation Factor; that is, to "make friends" with police so that she can be seen in a positive light. 
This need for portrait suggest the opposite. 
Dispatcher: OK. All right. And what color is his hair?
Glass: It’s brown.
Dispatcher: Short or long?
Glass: It’s short.
Dispatcher: Was he wearing anything else? A hat or anything?
Glass: And he had, um, he had white socks on, and he had a pull up on because we were taking a nap, so.

We now have "the need to explain" something that was not asked, nor would it have been asked.
"Does your five year old wear a pull up?"

Alone, it is not a signal of abuse/anxiety, as the hands of the subject. 

In context?

It is.  

Emily Glass is thinking about the victim's need for the pull up. This is very concerning regarding abuse of Lucas at her hands and the resultant anxiety the child may have felt. 
Dispatcher: What do you mean, a pull up?
Glass: Uh, a pull up. Um, for nighttime, you know?
Dispatcher: OK. What color was that?
Glass: White and blue?
Dispatcher: White and blue?
Glass: He has brown eyes and really, really long eyelashes.

Here is a strange intrusion that indicates an acute need to be seen as a loving, caring and closely bonded parent. 

It indicates the contrary in Statement Analysis. 

Frequently, mothers who put their newborns through painful drug withdrawals, often claim to be "great mothers." 
Dispatcher: OK, OK.
Glass: And um, I don’t know (unclear).
Dispatcher: Just hang in there, OK?
Glass: (Crying)

Note the suspicion in the words of Dispatch: 
Dispatcher: Is he the only one missing?

This is a necessary question and likely a strong intuitive dispatcher who is, (my guess) a parent. Suspicion is in the mind of dispatch and likely to enter the language. 
Glass: Yes.
Dispatcher: Did you see any suspicious people in the area?

To the subject,

"hey! Great idea!  Thanks!": 
Glass: Um, no. (unclear) There were some like people hanging around the corner of my house, but I don’t (inaudible) …
Dispatcher: So there were some suspicious people on the corner?
Glass: I don’t know. I don’t think they (unclear) … anything to do with it. But, I’m scared. Where is he?

Note the sentence, "anything to do with it" is a very important sentence. 

It indicates that the caller does not possess the urgency that she is portraying. 

Q. How?

A.  The information has been processed.

Processing needs time. 

We now know why "just" and "long nap" were in her language and have been a priority. 

She does not say "I don't know if they took Lucas" but "anything to do with it"   now tells us that Lucas's disappearance is not something in the present tense, but is now a "case" ("it") and acknowledges that "I don't know" is deceptive. 

Instead of a bare mystery of Lucas missing, open to any and all possibility, she gives the conclusion of it being an actual identified case, something not expected until police have interviewed her and time has worn down natural resistance. 

This is why the element of time is so powerful in her statement. 

We cannot escape human nature: 

When we speak it is very difficult to lie and we reveal ourselves.  
Dispatcher: OK. Was he taking a nap with you?

Yes or No question. 
Glass: In his room.

Who was in his room? 

I would want to know: what happened in his room to this victim?

Recall the "pull up" has to do with bodily function. This is sometimes an indicator of sexual abuse. 

Generally unnecessary references to water are stronger indicators but with pull up, we now have: 

 I put a movie on for him and I took a shower really quick and he was asleep when I went and checked back on him, and so me and his little sister took a nap in my room.  

a. "shower" means: explore for sexual abuse. 
b. Children who are sexually abused do wet their beds

c.  "really quick" is the element of time. 

This, taken in the whole, tells us that this victim suffered under her hands and that she is deliberately concealing what took place in a specific time frame of which she has an acute need to remove herself from
Dispatcher: OK. So you went to check on him and then you went to go take a nap. And he’s not there anymore, correct?
Glass: (Unclear)
Dispatcher: OK, it’s OK. Do you know if he left with anything else? Was there any pets missing or anything?
Glass: We don’t have any pets. And his shoes are here and his coat is here.
Dispatcher: His shoes and coat are in there?
Glass: Yes, ma’am.
Dispatcher: OK.
Glass: (Crying) Oh my god.
Dispatcher: Has he ever wandered off before?
Glass: No. No, (unclear) He’s not here.  

This is true. 
Dispatcher: OK, OK. OK.
Glass: I need to (unclear)…
Dispatcher: Where have you looked at all? Have you looked in the house at all?
Glass: I looked all around the house. And I went to the neighbor’s and I asked and they said, ‘No.’ And that’s why I called you. Because I don’t know (inaudible) … kids next door. I don’t know.

Here we have conclusion of guilt. 

She anticipated being asked, "Why did you call 911 when your son went missing?"

Only she would think this is going to be asked and she pre-empts it being asked. 

Only a murderer would think this question is going to be asked. It is the "tell tale heart" of this call.
Note the need to answer "why" without being asked, is repeated.

This is the highest level of sensitivity in Statement Analysis. 

The repetition of (negative) not knowing tells us that she knows precisely what happened to Lucas and where he can be found. 

The above past tense reference is appropriate (since the question had to do with time). 

Dispatcher: OK. OK. Does he have a bicycle or anything?
Glass: He does, but it’s here.
Dispatcher: It is there.
Glass: And he….
Dispatcher: All of his toys are there?
Glass: Yes, ma’am. Oh my God.  I’m here, I know.
Dispatcher: Now, do you know, is he on any medications or anything?
Glass: Yes, He’s on Zofran right now because he’s been, he’s had the flu. And he’s (unclear) … so he’s on that.  

He may have been given the medication for anxiety and sleep issues due to the abuse; not the flu. Hence the need to explain why (blue coloring) and the extended time in the verb (red). 
Dispatcher: OK.
Glass:  Oh my God.
Dispatcher: Where’s your husband at right now?
Glass: He’s in, he’s (unclear) … He works out of state.
Dispatcher: He’s in Garden State?
Glass: No, he works out of state. He’s in Texas.
Dispatcher: Oh, he’s in Texas, OK.
Glass: I need to call him, OK? He needs to know!
Dispatcher: One second for me, OK? All right? We have people en route to you, OK? They’re looking for him, OK?
Glass: (Cries)
Dispatcher: Anyone else in the house?
Glass: It’s just me and my daughter.
Dispatcher: OK. How old is your daughter?
Glass: She’s a year old.  I know, I know.  
Dispatcher: Do you see PD out there at all?
Glass: Yes, they’re here.
Dispatcher: They’re there?
Glass: Yes.
Dispatcher: OK, go ahead and talk to them, OK? Call us back if anything changes. OK?
Glass: (Inaudible) … I got to call him right now.
Analysis Conclusion 
Deception Indicated
This is consistent with the prior analysis. 
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