6.1 Define the detail of a complex enquiry in conjunction with the client

Table of Contents

1. Reference interview techniques for complex enquiries
   1. Defining the nature of the enquiry
   2. Communication skills
   3. Spoken language
   4. Body language
   5. Feedback
   6. Note taking
   7. Writing e-mails
   8. Open and Closed Questions
   9. Using open and closed questions
2. Eliciting information and advice from knowledgeable clients
3. Determining the nature of detailed information to be provided
4. Constraints

Communication skills

Good communication skills are key to the reference interview. This unit outcome provides a good opportunity for practising and refining your communication skills. These include:

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

We will briefly examine each of these.

Let's look first at Spoken language ...