20111207 draft

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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…
  • 20111207 draft

    1. 1. Reference Behaviors Phoenix Public Library Staff Development Day 12/16/2011 Anne Christensen
    2. 2. <ul><li>Set The Tone </li></ul><ul><ul><li>Welcoming Atmosphere </li></ul></ul><ul><ul><li>Welcoming Behavior </li></ul></ul><ul><li>Get The Facts </li></ul><ul><ul><li>Open-Ended Questions </li></ul></ul><ul><ul><li>Paraphrase To Clarify And Verify </li></ul></ul>Stages of The Reference Interview
    3. 3. <ul><li>Search </li></ul><ul><ul><ul><li>Explain What You’re Doing </li></ul></ul></ul><ul><ul><ul><li>Walk </li></ul></ul></ul><ul><li>Give Information </li></ul><ul><ul><ul><li>Conversational </li></ul></ul></ul><ul><ul><ul><li>Cite Source </li></ul></ul></ul><ul><li>Follow-Up </li></ul>Stages of The Reference Interview
    4. 4. Reference Service Policy
    5. 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?
    6. 9. Reduce Stress at the Reference Desk
    7. 10. Increase Accuracy <ul><li>Open-Ended Questions </li></ul><ul><li>Paraphrase to Clarify and Verify </li></ul>
    8. 11. Save Your Energy <ul><li>Open-Ended Questions </li></ul><ul><li>Paraphrase to Clarify and Verify </li></ul>
    9. 12. Psychology And The Reference Transaction Positive Strokes Negative Strokes
    10. 13. Acknowledgement
    11. 14. Listening Paraphrase to Clarify and Verify
    12. 15. Leave The Door Open
    13. 16. Give And You Shall Receive
    14. 17. Values And Challenges

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