Communication SkillsCommunication Skillsfor Frontline Library Stafffor Frontline Library Staff

Instructor:

Pat Wagnerpat@pattern.com

An Infopeople Workshop

Winter 2004-2005

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

Magic Versus Science

Any sufficiently advanced technology

is indistinguishable from magic. 

~Arthur C. Clarke

Good communication is not magic.

~Pat Wagner

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

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

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

Verbal Communication

• Written and spoken words

• Asks explicitly for action

• Asks explicitly for information

• Provides information explicitly

• Chooses the “right” words

• Provides precise information

Nonverbal Communication

• 50% to 95% of our message is

determined by how we communicate• How friendly• How interested• How connected: Rapport

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

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

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

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

Learning To Do Better

• Find what already works well

• Find one small specific chunk to

improve

• “Stretch” the behavior

• Describe what now works better

Be Specific

• Describe what the behavior looks like

• Tell what the behavior sounds likes

• Demonstrate how the behavior “moves”

Who Are The Strangers?

• Age

• Socioeconomic status

• Ethnicity

• Physical differences

Working with Strangers

• Observe details of physical behavior

• Observe and repeat what works

• Observe the person, not the stereotype

• Observation calms us down

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

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

Rapport/Limit/Alternative

• Connect with the other person• Provide the information that sets the limit• Offer an alternative or substitute

Pick a Library User

• The clinging library user• The noisy teenager• The library user who owes money• The disappointed library user

Practice At Your Workplace

• Pick something doable

• Schedule the project by next week

• What will you practice

• Ask for help with feedback

Make Magic

• Do something different

• Do it with someone

• Take small steps

• Practice every day

Practice! Practice! Practice!

• Communication is learned

• Say the words out loud

• Move your whole body

• Try different ways