information and insight. • Paraphrasing, or repeating back in our own words what the speaker has said, in order to clarify or confirm understanding. • Probing - questioning in a supportive way that requests more information or that attempts to clear up confusions • Providing nonverbal communication, like body language and facial expressions, to show we are paying attention. • Learning when to be quiet. Giving the other to time to think as well as to talk.
what, or why • Are used to clarify information and keep the conversation open by encouraging a person to share as much as they wish Closed Questions • Result in a simple lyesz or lnoz or in short, factual answers • Tend to bring the conversation to a stop, requiring more questions to get the full story
So what you’re saying is… • You’re telling me that… • Am I hearing you correctly that… • Am I hearing you clearly that… • So what I hear you saying is… • I believe that you are saying… • Okay, let me see if I got what you said… • So let me summarize what you just said… • I want to be on the same page as you, so let me go over what you just said…
majoring in graphic design. He is pretty laid back and fairly social. He frequently goes clubbing with friends. Jordan also does some of his own DJing for parties. He enjoys music and the ability it has to entertain and to make other people happy. • Jordan takes some pride in his extensive digital music collection. He gets music from his own CDs and from sharing with his friends. He is constantly looking for new music, often by browsing through Newbury Comics and other record stores that carry unusual things. http://hfid.olin.edu/sa2005/engr3220-gouda/phase1_persona_jordan.htm
between system and the real world 3. User control and freedom 4. Consistency and standards 5. Error prevention 6. Recognition rather than recall 7. Flexibility and efficiency of use 8. Aesthetic and minimalist design 9. Help users recognize, diagnose, and recover from errors 10. Help and documentation
a home page, from your site • Print the page out in black and white, without the URL listed in the header/footer • Pretend that you are entering this site for the first time at this page and try to answer to questions below • Mark-up the piece of paper with what you think the answers are
rectangle around the title of the page or write it on the paper yourself What site is this? Circle the site name, or write it on the paper yourself What are the major sections of this site? Label with X What major section is this page in? Draw a triangle around the X What is "up" 1 level from here? Label with U How do I get to the home page of this site? Label with H How do I get to the top of this section of the site? Label with T What does each group of links represent? O: Off-site pages How might you get to this page from the site home page? Write the set of selections as: Choice 1 > Choice 2 > .... Connect the visual elements on the page that tell you this.