Where people and ideas meet. • www.opl.on.ca

Tips & Tricks 4 Excellent

Teen Customer Service

Elise C. Cole

Teen Services Librarian

Tips & Tricks 4 Teens

Teens are like traffic cones

…they’re a work in progress!

Tips & Tricks 4 Teens

The Developmental Needs of Teens:

1. Physical Activity

2. Competence & Achievement

3. Self-Definition

4. Creative Expression

5. Positive Social Interaction with Peers & Adults

6. Structure & Clear Limits

7. Meaningful Participation

Tips & Tricks 4 Teens

Learn to R.A.P. with Teens:

Remember

Accept

Project

Tips & Tricks 4 Teens

All Patron Needs

Are Equal!

Tips & Tricks 4 Teens

We need to be advocates for the teens in

our branches

Have you ever heard one of your other

patrons say,

“That kid is just playing a game! I need the

computer for something important like job

hunting and updating my resume!”

Tips & Tricks 4 Teens

Five Volunteers Please!

Tips & Tricks 4 Teens

Energetic

Sharing

Perspective

Respectful

Encouraging

Caring

Youth involver

How to talk to Teens

Empathetic

Rule breaker/risk taker

Tolerant

Sense of humor

Enthusiastic

Nonjudgmental

Patient/persistent

Approachable

Empowering

Tips & Tricks 4 Teens

Still don’t know what to say?

– Learn their names: Introduce yourself

– Offer to help. We already rove – head over to

that area, and ask them what they’re up to

and that you’re happy to help if they need

anything

– Thank them for coming and invite them back!

Tips & Tricks 4 Teens

Thank you for listening!

Have any questions? Please ask!

ecole@oakville.ca

craighen@hotmail.com (MSN)

Ext. 5037