Eight Essential Thinking Skills for Successful Enquiry Handling

1. Diagnostic

To make sense of the enquirer’s request

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research & information skills training

2. Empathetic

To keep the enquirer on-side

3. Imaginative

To work out what the final answer will look like

4. Systematic

To come up with a smart search strategy

5. Lateral

To change track when things are going wrong

6. Critical

To turn raw search results into a polished answer

7. Creative

To present the answer really well

8. Predictive

To anticipate enquirers’ further needs

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