1. Communication Skills for Frontline Library Staff Instructor: Pat Wagner pat@pattern.com An Infopeople Workshop Winter 2004-2005

2. 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

3. Magic Versus Science Any sufficiently advanced technology is indistinguishable from magic. ~Arthur C. Clarke Good communication is not magic. ~Pat Wagner

4. 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

5. 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

6. 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

7. Verbal Communication Written and spoken words Asks explicitly for action Asks explicitly for information Provides information explicitly Chooses the “right” words Provides precise information

8. Nonverbal Communication 50% to 95% of our message is determined by how we communicate How friendly How interested How connected: Rapport

9. 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

10. 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

11. 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

12. 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

13. Learning To Do Better Find what already works well Find one small specific chunk to improve “Stretch” the behavior Describe what now works better

14. Be Specific Describe what the behavior looks like Tell what the behavior sounds likes Demonstrate how the behavior “moves”

15. Who Are The Strangers? Age Socioeconomic status Ethnicity Physical differences

16. Working with Strangers Observe details of physical behavior Observe and repeat what works Observe the person, not the stereotype Observation calms us down

17. 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

18. 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

19. Rapport/Limit/Alternative Connect with the other person Provide the information that sets the limit Offer an alternative or substitute

20. Pick a Library User The clinging library user The noisy teenager The library user who owes money The disappointed library user

21. Practice At Your Workplace Pick something doable Schedule the project by next week What will you practice Ask for help with feedback

22. Make Magic Do something different Do it with someone Take small steps Practice every day

23. Practice! Practice! Practice! Communication is learned Say the words out loud Move your whole body Try different ways