1.1 Define the precise nature of the enquiry in conjunction with the client

Table of Contents

1. The Reference Interview
2. Finding out what the client wants to know
3. Spoken and written communication
   1. Factors leading to good communication
   2. Spoken language
   3. Body language
   4. Feedback
   5. Note taking
   6. Writing e-mails
4. Open and Closed Questions
5. Nature of information required
6. Constraints
7. Special needs
8. Further Information

Factors leading to good communication

We think the important factors are:

• Appropriate spoken language
• Appropriate body language
• Good feedback especially on the telephone
• Good note taking skills
• Clear and grammatical e-mails

Now move on to Appropriate spoken language ...