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

Note taking

In both face to face and telephone interactions, it is essential to take written notes of the main points of the conversation. These notes are your reference for checking that you have fully understood the details of the client's enquiry. Full notes are also useful if you have to put the query on one side for actioning later or pass it on to a colleague to deal with. The more complex the enquiry, the more comprehensive your notes should be.

Let's have a look at Writing e-mails ...