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Transcript of Communication Skills for Frontline Library Staff Instructor: Pat Wagner [email protected] An...
![Page 1: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/1.jpg)
Communication SkillsCommunication Skillsfor Frontline Library Stafffor Frontline Library Staff
Instructor:
An Infopeople Workshop
Winter 2004-2005
![Page 2: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/2.jpg)
Workshop Overview
• Improve communication– how we look and sound to others– connect with other people
• Increase library user satisfaction
• Give and receive feedback
• Practice in the workplace
![Page 3: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/3.jpg)
Magic Versus Science
Any sufficiently advanced technology
is indistinguishable from magic.
~Arthur C. Clarke
Good communication is not magic.
~Pat Wagner
![Page 4: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/4.jpg)
What Is Communication?
• Send, receive and respond to messages
• Dialog, not a monolog
• We are always communicating
• The measure of our success is the
response of the other person, not our
good intentions
![Page 5: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/5.jpg)
The Content of A Message
• What we think and feel
• Information– facts, opinions and experiences– emotions, attitudes and beliefs
• Action– demonstrate skills– respond to requests
![Page 6: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/6.jpg)
Two Kinds of Communication
• Verbal– our written and spoken words
• Nonverbal– how we deliver the words– what we are saying even when we think
we aren’t communicating
![Page 7: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/7.jpg)
Verbal Communication
• Written and spoken words
• Asks explicitly for action
• Asks explicitly for information
• Provides information explicitly
• Chooses the “right” words
• Provides precise information
![Page 8: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/8.jpg)
Nonverbal Communication
• 50% to 95% of our message is
determined by how we communicate• How friendly• How interested• How connected: Rapport
![Page 9: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/9.jpg)
What Is Rapport?
• The foundation for communication• Mutual trust and understanding• Shared goals• Like or similar–match or mirror
— same speed and rhythm— same use of space
• Comfortable, likable and safe
![Page 10: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/10.jpg)
Nonverbal Communication
• Your facial expressions
• How your voice sounds
• Your posture
• Your hand gestures
• Where and how you sit and stand
• How you move your whole body
![Page 11: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/11.jpg)
What to Communicate
• You are glad the library user came in or
called
• You will solve their problems
• You believe the library user is your equal
• You will treat them as well as any other
library user - no “class” distinctions
![Page 12: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/12.jpg)
What Works
• Turn your body to the other person• Lean in slightly• Same physical level: sit or stand• Ask more than you “tell”• Avoid distracting movements• Smile and nod in response
![Page 13: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/13.jpg)
Learning To Do Better
• Find what already works well
• Find one small specific chunk to
improve
• “Stretch” the behavior
• Describe what now works better
![Page 14: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/14.jpg)
Be Specific
• Describe what the behavior looks like
• Tell what the behavior sounds likes
• Demonstrate how the behavior “moves”
![Page 15: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/15.jpg)
Who Are The Strangers?
• Age
• Socioeconomic status
• Ethnicity
• Physical differences
![Page 16: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/16.jpg)
Working with Strangers
• Observe details of physical behavior
• Observe and repeat what works
• Observe the person, not the stereotype
• Observation calms us down
![Page 17: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/17.jpg)
Connect With Strangers
• Observe the person in front of you, not what the stereotype about the person says
• Pace means the speed and rhythm at which they move and talk
• Space means how close they stand or sit to other people• If you can match their pace and space, you can increase
your rapport with them
![Page 18: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/18.jpg)
When You Build Rapport
• Emotions become more positive• People feel a connection with you• People trust you more• People more likely to do what you want• People seem to match your behavior
![Page 19: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/19.jpg)
Rapport/Limit/Alternative
• Connect with the other person• Provide the information that sets the limit• Offer an alternative or substitute
![Page 20: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/20.jpg)
Pick a Library User
• The clinging library user• The noisy teenager• The library user who owes money• The disappointed library user
![Page 21: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/21.jpg)
Practice At Your Workplace
• Pick something doable
• Schedule the project by next week
• What will you practice
• Ask for help with feedback
![Page 22: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/22.jpg)
Make Magic
• Do something different
• Do it with someone
• Take small steps
• Practice every day
![Page 23: Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005.](https://reader035.fdocuments.in/reader035/viewer/2022070407/56649e205503460f94b0ba31/html5/thumbnails/23.jpg)
Practice! Practice! Practice!
• Communication is learned
• Say the words out loud
• Move your whole body
• Try different ways