Publisher's Synopsis
This course is designed as a modular two-day programme for LIS staff. It can be delivered either as it stands, or as 13 separate sessions ranging from 30 to 120 minutes. The course contents include: introduction and objectives; what is a face-to-face enquiry? - the role of interviewing; creating the right conditions; planning and preparation - introducing the interview; case study and role plays; questioning techniques; information gathering; listening skills; awkward customers and situations; different approaches for different situations; and action planning.
