I would just echo what my colleague has said. I think it's awareness of how to ask the right questions and knowing what the right questions are. It's also the listening, the probing, and some of the non-verbals, as well. From our perspective, a lot of it revolves around questioning documents, countries, and destinations and that type of thing. It's establishing those. It's knowing the right questions to ask and really listening, in the sense of being in an open environment.
On June 11th, 2009. See this statement in context.