Nonverbal Behavior

1. Eye Contact: Keep eye contact with the patron throughout the interview, letting up at intervals so that you do not appear to be staring.
2. Gestures: Match your gestures to what you are saying. Try to keep nervous and distracting habits under control (e.g., nail biting, pencil tapping).
3. Relaxed Posture: Use body movements that show you are interested in what the patron is saying and feeling.
4. Facial Expression: Reflect the mood of the patron in your facial expressions.
5. Tone of Voice: Your tone of voice should make what you say believable.
6. Movements: Following interview, go directly to the appropriate tools. Show that you have handled the materials enough to exude confidence in using them.
7. Remembering: Listen! Remember what the patron says so that you do not have to keep asking for the same information desired by the patron is acquired in that most efficient manner possible.
8. Premature Diagnosis: Do not make assumptions about the patron's status or problem. Get all the necessary information prior to sizing up the patron.

Verbal Behavior

1. Reflect Feelings Verbally: Try to accurately reflect and interpret the patron's comments and feelings.
2. Restate or Paraphase Comments: Try to restate the content of what the patron is saying.
3. Open Questions: Begin interview by asking question which require more than a simple "yes" or "no."

Give the patron an unlimited choice of answers.

4. Encouragers: Do not respond at length to every statement the patron makes. Use short phrases such as

"oh?," "then?," and "so?" Provide examples to keep the patron talking.

5. Closure: Do not put the patron off, change the subject or interrupt a patron at an inappropriate time or in

a manner that would offend him.

6. Opinions, Suggestions: Do not force your own opinions on the patron and avoid making suggestions in