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

Feedback

With telephone communications you will have to be careful in order to make sure that you fully understand what the client says because you will get no clues from their body language. You should use appropriate feedback techniques to ensure understanding of the client's responses. For instance, you might:

• Rephrase what the client has said and repeat this back to them
• Ask if you can read out a summary of the enquiry based on the notes you have made.

See if you can pick up clues from the tone of the client's voice. Conversely, make sure that your tone is positive and encouraging. Smiling as you speak into the phone generates a pleasant tone of voice which encourages helpful responses.

Now move on to Good note taking skills ...