Rule based answering 1.1

When answering a question identify a general rule that can guide you.

Example

Q: Your Bank phones saying they are checking their records. They ask you to confirm your account number. How should you respond?

Note. As a general rule Banks do not communicate this way. For this reason a “red flag” should go up and you should not give the information. It is quite probably a scam.

So. bearing in mind this general rule, you might answer as follows:

A: Thank you for calling. As a general rule I do not give this information over the phone. Goodbye.

This is a very simple example but it has wide application. I hope to expand on it in 1.2. which will explain the important role of context in some answers.

Hot tip: Watch how White House Press Secretary Jennifer Psaki answers difficult questions from the press. It is a master class.

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