Transcript How to Teach the Internet: One-on

Communication Skills
for Frontline Library Staff
Instructor:
Pat Wagner
[email protected]
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?
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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
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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?
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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
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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
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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
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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
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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