Nonverbal Communication Nonverbal Communication SeminarSeminar

By Tram NguyenDove Dark Chocolates Group

LI 802November 16, 2007

Interpersonal Interpersonal CommunicationCommunication

There’s a great deal of research and information regarding interpersonal communication within libraries and how librarians can better serve their clients.

Today I’m going to focus on the nonverbal aspect of communication.

I’m going to concentrate on what it is (traditionally and currently) and by being aware of different aspects of nonverbal communication we can become better librarians.

DefinitionDefinition

The American Heritage Dictionary of Cultural Literacy (3rd ed.) defines nonverbal communication as “communication without the use of spoken language. Nonverbal communication includes gestures, facial expressions, and body positions (known collectively as ‘body language’), as well as unspoken understandings and presuppositions, and cultural and environmental conditions that may affect any encounter between people.”

What constitutes as What constitutes as nonverbal communication?nonverbal communication?

Body language is probably the first thing which comes to mind

Sign language is anotherSignage within a library

(informational/directional)Architecture or design of a library (environment)Computer-Mediated Communication (i.e. Emails,

chat programs, etc.)

Types of Nonverbal Types of Nonverbal CommunicationCommunication

Facial expression – huge portion of nonverbal Gestures – arbitrary and related to culture Paralinguistic – tone of voice, pitch, inflection, etc. Body language and posture – significant research since the 1970’s in the

particular area Proxemics (personal space) – based on social norms, situational factors,

level of familiarity, etc. Eye gaze – blinking increases and pupils dilate when encountering people or

things of interest Haptics (touch) – deprivation of touch impedes development (Harry Harlow’s

classic monkey study) Appearance – alters physiological reactions and judgment

Video on Nonverbal Video on Nonverbal CommunicationCommunication

Learn to Speak Body: Tape 5 

http://www.youtube.com/watch?v=x9YTxff3pHU

Techniques for Clarifying Techniques for Clarifying Body LanguageBody Language

Respect others’ physical boundaries – lowers tension

Sit at eye-level – reduces power struggles

Use active listening skills – enhances communication

Recognize your own body language and responses

Listen to what others tell you about your body language

Use matching verbal and body language – reduces misunderstandings

http://www.literacyandlifestyle.com/images/pic_nonverbal.jpg

Nonverbal Communication In Nonverbal Communication In EducationEducation

Nonverbal Communication Education 1 

http://www.youtube.com/watch?v=BW-N_vkqcqY

Sign LanguageSign Language Not restricted to people with hearing disabilities It is a natural extension of nonverbal communication Sign language is a replacement for words

– putting your thumb out to hitchhike It exceeds cultural boundaries

– rude gestures However, a sign in one culture may mean something

different in another– hands on hips, personal space

http://www.nps.gov/archive/beol/signs.jpg

SignageSignage

A part of the library building, this is the aspect most readily changeable.

Signs can be informational or directional.

http://glma-inc.org/newsleader/spring06/article3_image002.gif

Which one is more Which one is more meaningful?meaningful?

Dereham Library Outagamie Waupaca Library

http://www.nps.co.uk/newImages/signage1.jpg http://www.owlsweb.info/images/child-espresso.jpg

Considerations for SignsConsiderations for Signs

Time constraint – clients want quick access to the materials they are looking for

Lingo – library labels like Circulation Desk doesn’t mean a lot to clients, but “Checkout Desk” is more meaningful

Call numbers – 398 doesn’t convey a lot unless you are familiar with Dewey Decimal, but “fairy tales” is much more obvious

Clear/concise language – wordy instructions make it more difficult to navigate online or lookup a title in the catalog

Consistent service – whether it is service in person, by phone or online and is predictable, clients are more inclined to keep using libraries (if they know how things function)

– Meaningful signs are a part of consistent service

The Word LibraryThe Word Library

When you hear the word library, what images or feelings come to mind?

PerceptionPerception

As the previous exercise demonstrates, how we perceive libraries impacts our usage.

If we expect a quiet place of study or research, a vibrant library with lots of programs may not be a place we wish to frequent.

Likewise, if a client finds the library layout confusing, he or she is not likely to return.

ArchitectureArchitecture

Layout of the furniture and desks can be welcoming or confusing to clients.

This aspect is not normally considered nonverbal but by the definition shown earlier it is environmental and impacts encounters between the public and librarians.

A well-designed library can help clients find the information they need quickly.

http://www.designinglibraries.org.uk/gallery/main.php?g2_itemId=4251

Which one would you like to visit and Which one would you like to visit and why?why?

A.

B.

C.

D.

http://www.designinglibraries.org.uk/gallery/main.php

Design CriteriaDesign Criteria

Welcoming and accessible Clearly identifiable entrance Easily navigable building

organization (minimal reliance on signs)

Consideration for cross-flows (traffic blocking circulation routes)

Meeting comfort expectations of clients (audience base)

Contribution to vitality of community and economy

Strong day and night-time presence (availability)

Good functional fit with technical requirements of users (online and physical catalogs)

Attractive destination

7 criteria for design of public spaces by theCommission for Architecture and the Built Environment (CABE)

Carnegie Library of Carnegie Library of PittsburghPittsburgh

http://images18.fotki.com/v25/photos/4/459265/3879803/maya2-vi.jpg

ShareShare

The Bubble!

Does anyone else have a memorable story they would like to share?

Virtual or DigitalVirtual or Digital With increasing popularity of use,

emails and chat programs have been integrated into library services

Another is the use of virtual libraries such as the one featured on Second Life

Many reference departments offer a chat dialogue with a librarian such as Wichita State University

Clients do not need to be physically in the library to get help with their research

This is one way librarians are moving into the 21st century and meeting the needs of their clients

http://library.wichita.edu/wuknows/

http://nwn.blogs.com/photos/uncategorized/sllibrary_pic_by_rik_riel.jpg

Computer-Mediated Computer-Mediated Communication (CMC)Communication (CMC)

E-mails, chat rooms, instant messaging, virtual worlds, etc. Social presence of using such forms of media to communicate is

defined by a user’s perception (comfort level with technology) Emoticons are used to convey writer’s intent in case the words

are inadequate Allows for time to consider and choose how the sender presents

their problem or question to another Anonymity of CMC can also help others ask questions if they feel

they cannot do so in person (lack of barriers) Enables distance learners access to resources and help

EmoticonsEmoticons

http://apexdc.net/image/screenshots/emoticons.png

DiscussionDiscussion

How do you decide who to approach with a question?– Example: you’re looking for the rice pudding in a

grocery store.Does it make a difference if you’re in a hardware

store versus a clothing store? Is it situational?– Example: latest drill for a Christmas present

Approach or Avoidance?Approach or Avoidance?What makes a client choose to approach or avoid getting help

from reference librarians?

The study done by Marie L. Radford predicts this is due to the librarians’ nonverbal behavior.

The study was based on 2 academic libraries in New Jersey with 34 reference librarians with Master degrees from a variety of ethnic backgrounds and an average age of 45 years old.

The outcomes are 5 indications why users choose to approach a particular librarian over another.

Five IndicatorsFive Indicators

1. Initiation2. Availability3. Proximity4. Familiarity5. Gender6. Other

Initiation – perceived explicit action by the librarian which includes eye contact, body orientation, movement towards user, or verbal enforcement (i.e. “She looked over and asked if I needed help.”)

Continued . . .Continued . . .

Availability – similar to initiation but is characterized as open, yet passive, stance. The user feels as if the librarian is willing to help them. (i.e. “He looked liked he was killing time waiting for someone to walk up.”)

Proximity – some users choose which librarian to ask based on distance (i.e. “She was closer to where I was standing.”)

Continued . . .Continued . . .

Familiarity – user had previous (positive) interaction with the librarian; this is powerful enough for the user to risk asking for help even if the librarian is pre-occupied (i.e. “He gave a lecture to our class.”)

Gender – could possibly be based on stereotypes, user indicated feeling more comfortable asking a female versus male librarian (i.e. “I did a lot of research at my hometown library where the librarians were women. I guess it was what I was used to.”)

Other considerationsOther considerations

A few other indicators which came up during the study and could effect how users choose to use reference services at libraries

– Referrals by professor or friend– Physical attraction– Physical disability (i.e. Breathing apparatus

as indicated in the study)

Nonverbal Communication Nonverbal Communication ChecklistChecklist

Go through the checklist and check ‘yes’ on all the ones which you normally do when helping a client.

Go back and look at the ones without checks.Is there a reason why you don’t normally utilize

these techniques?

Time For One More

Non-Verbal Communication 

http://www.youtube.com/watch?v=GsjZrkm-2Tk

Questions?Questions?

Comments? Suggestions?Comments? Suggestions?

http://www.thegroop.net/blog/blog_pics/emoticon.gif

ReferencesReferencesALA. Model communication behaviors checklist. Retrieved November 10, 2007, from http://www.ala.org/aas1/aas1pubsandjournals/kqweb/kqarchives/volume35/352/KQW_2Osa2.pdf

Antai-Otong, D. (1999). Communication: It’s not what you say, it’s how you say it. The American Journal of Nursing, 99(8), 24H.

Bacal, R. What is sign language? Retrieved November 13, 2007, from http://www.work911.com/communication/nonverbalsignlanguage.htm

Designing Libraries. Designing libraries gallery. Retrieved November 10, 2007, from http://www.designinglibraries.org.uk/gallery/main.php

Disney, K. Empowering your patrons with signage. Retrieved November 12, 2007, from http://glma-inc.org/newsleader/spring06/article3_image002.gif

Harper, P. Library design has arrived. Retrieved November 10, 2007, from http://www.cilip.org.uk/publications/updatemagazine/archive/archive2006/july/harper.htm

Learn to speak body: Tape 5. Retrieved November 10, 2007, from http://www.youtube.com/watch?v=x9YTxff3pHU

Lin, C. and Atkin, D. (2007). Communication technology and social change: Theory and implications. Mahwah, New Jersey: Lawrence Erlbaum Associates, Publishers.

Mastsen, Matt. Bent's old fort nhs. Retrieved November 12, 2007, from http://www.nps.gov/beol/learn_people.htm

References ContinuedReferences ContinuedNon-Verbal Communication. Retrieved November 10, 2007, from http://www.youtube.com/watch?v=GsjZrkm-2Tk

Nonverbal communication. (n.d.). The american heritage new dictionary of cultural literacy, third edition . Retrieved November 10, 2007, from http://dictionary.reference.com/browse/nonverbal communication

Nonverbal Communication Education 1. Retrieved November 10, 2007, from http://www.youtube.com/watch?v=BW-N_vkqcqY

Radford, M. (1998). Approach or avoidance? Library Trends, 46(4), 699-719. 

Riel, R. Rik’s event picks, october 11-15. Retrieved November 12, 2007, from http://nwn.blogs.com/photos/uncategorized/sllibrary_pic_by_rik_riel.jpg

This place is: raising awareness of people-centered place design. Rethinking the library experience. Retrieved November 12, 2007, from http://images18.fotki.com/v25/photos/4/459265/3879803/maya2-vi.jpg

Van Wagner, K. About.com: Psychology: Types of nonverbal communication. Retrieved November 13, 2007, from http://psychology.about.com/od/nonverbalcommunication/a/nonverbaltypes.htm

Wichita State University Libraries. Wu knows! Retrieved November 12, 2007, from http://library.wichita.edu/wuknows