Index

• Author: John Hollander
• Pages: 121-122

index



Index

Information exchanges

attention, 60–66

attentive listening,

62–66

R-E-S-P-E-C-T U-S,

62–66

building relationship,

methods, 56

empathy, 71–75

how to develop, 73–75

know your client, 66–71

personality types,

67–71

rapport, 54–60

how to develop, 55–56

defined, 54–55

Interrogation

discussion versus, 6, 8, 11

planning questions in

advance, 2

Interviews

checklists, 42–49

how to prepare for, 40–44

notes, importance, 51–52

outlines, importance,

37–40

planning for, 37, 112–13

techniques. See Tech-

niques

when to prepare for,

36–40

Legal responsibility, 49–52

Outlines. See Question plans

Question plans, 2, 37–40

bias, accounting for, 112–13

Questions

directed questions

prefaced by state-

ments, 14–20

versus open questions,

17

discussion versus interro-

gation, 6, 8, 11

follow-up questions,

20–25