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  • PPL Reference Service Policy
  • If others are waiting 5 minutes. On the phone 5 minutes. Yes, you will have to leave the desk sometimes. Yes, you will have resistant customers. Do your best. Next: medical and legal
  • NO! We give information - We do not interpret Refer, refer, refer
  • We are responsible for showing customers how to use resources no matter what format Next What’s in it for me?
  • Using the ideas and techniques we will learn today will reduce your stress as well as give good service Next : Psychology and the reference interview
  • Understanding the psych will help you: Be more aware of how the ref behaviors affect the customer Be more aware of how the ref behaviors help you REDUCE STRESS Next: Thought feeling action
  • Strokes – for you and the customer Fix or report Next: Ref desk as fortress
  • Follow-up After a low-stress interview and search, this is very easy. Self-Check: Did I do this right? What are the strokes and thoughts going on? Yes, some people don’t let go Next: Values and Challenges
  • You are also a human being Your values are based on prior experience and other things (thoughts are creating feelings) You also need the 5:1 – being mindful of the ref behaviors can result in receiving positive strokes! LISTEN TO YOUR GUT – Standards of behavior Next: Homeless
  • C’mon, what do you really think You may be the only person who sees them as an individual every day. That’s HUGE “I respect your right to be here” Next: cell phone
  • You’re getting a negative stroke! Your thoughts? Actions? Isn’t it great that cell phones allow for confirming with the third party? Next: Working these behaviors can…

Transcript

  • 1. Reference Behaviors Phoenix Public Library Staff Development Day 12/16/2011 Anne Christensen
  • 2.
    • Set The Tone
      • Welcoming Atmosphere
      • Welcoming Behavior
    • Get The Facts
      • Open-Ended Questions
      • Paraphrase To Clarify And Verify
    Stages of The Reference Interview
  • 3.
    • Search
        • Explain What You’re Doing
        • Walk
    • Give Information
        • Conversational
        • Cite Source
    • Follow-Up
    Stages of The Reference Interview
  • 4. Reference Service Policy
  • 5.  
  • 6.  
  • 7.  
  • 8. SERVICE NOW! BUDGET CUTS LONG LINES CONFUSION NOISE RETIRED REMODEL PRINTING TRAINING STAFFING TRANSFERS HOURS STORYTIME COMPUTERS STATISTICS OVERLOAD E-BOOKS FRUSTRATION SAFETY HELP! VACANCIES WHERE? WHAT? WHO? WHERE?
  • 9. Reduce Stress at the Reference Desk
  • 10. Increase Accuracy
    • Open-Ended Questions
    • Paraphrase to Clarify and Verify
  • 11. Save Your Energy
    • Open-Ended Questions
    • Paraphrase to Clarify and Verify
  • 12. Psychology And The Reference Transaction Positive Strokes Negative Strokes
  • 13. Acknowledgement
  • 14. Listening Paraphrase to Clarify and Verify
  • 15. Leave The Door Open
  • 16. Give And You Shall Receive
  • 17. Values And Challenges
  • 18.  
  • 19.  
  • 20.