ABE/GED/ESL 101 Tips & Resources for Quality Interactions Presented by: Debra Kakuk, MA, MLIS

What are the barriers to effective Communication

Inability to articulate, pronounce, spell Inability to articulate, pronounce, spell Lack of eye contact Lack of eye contact Hesitancy to ask questions Hesitancy to ask questions Frustration Frustration Unfamiliarity with how Libraries “work” Unfamiliarity with how Libraries “work” Fear Fear

How can we overcome communication barriers?

Speak slowly and clearly Speak slowly and clearly –Pause after each sentence to give processing time –Avoid using slang or “Library-Speak” Paraphrase Paraphrase –Don’t raise your voice or repeat yourself –Try different words: May I help you? May I help you? Can I help you? Can I help you? What can I do for you? What can I do for you?

Allow time for articulation Allow time for articulation –Avoid interrupting to “help” patrons –Listen attentively and watch for verbal and visual cues BE PATIENT BE PATIENT

Use visuals and demonstrations Use visuals and demonstrations –“Show and tell” really WORKS! –Get a picture dictionary if necessary –Ask patrons to write it if they can’t say it Remember that eye contact varies by culture Remember that eye contact varies by culture Remain positive, provide reassurance and encouragement Remain positive, provide reassurance and encouragement