Here are some potential activities that could be considered work or not work depending on how they are used:- E-mail, texting, phone calls - Could be for work communication or personal use - Facebook, Twitter - Could promote the library's events and resources or be used for personal posts- Reading news/websites - Could keep up with current events and trends for work or be personal browsing- Conversations with coworkers - Could discuss work projects or veer into non-work topics- Breaks/lunch - Could involve discussing work issues briefly or become extended personal timeThe determining factor is whether the activity directly supports work responsibilities or becomes an unnecessary distraction from work duties. Intent and mod
•Download as PPT, PDF•
1 like•503 views
Professionalism doesn’t always mean what position you hold at a library. It can also mean how you show honesty and responsibility in any position you hold. This presentation will discuss topics such as dress codes, appropriate workplace language and conversations, diversity, and electronic communication issues. Small group exercises are also included
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Here are some potential activities that could be considered work or not work depending on how they are used:- E-mail, texting, phone calls - Could be for work communication or personal use - Facebook, Twitter - Could promote the library's events and resources or be used for personal posts- Reading news/websites - Could keep up with current events and trends for work or be personal browsing- Conversations with coworkers - Could discuss work projects or veer into non-work topics- Breaks/lunch - Could involve discussing work issues briefly or become extended personal timeThe determining factor is whether the activity directly supports work responsibilities or becomes an unnecessary distraction from work duties. Intent and mod
Similar to Here are some potential activities that could be considered work or not work depending on how they are used:- E-mail, texting, phone calls - Could be for work communication or personal use - Facebook, Twitter - Could promote the library's events and resources or be used for personal posts- Reading news/websites - Could keep up with current events and trends for work or be personal browsing- Conversations with coworkers - Could discuss work projects or veer into non-work topics- Breaks/lunch - Could involve discussing work issues briefly or become extended personal timeThe determining factor is whether the activity directly supports work responsibilities or becomes an unnecessary distraction from work duties. Intent and mod (20)
More from Indiana State Library
More from Indiana State Library (20)
Recently uploaded
Recently uploaded (20)
Here are some potential activities that could be considered work or not work depending on how they are used:- E-mail, texting, phone calls - Could be for work communication or personal use - Facebook, Twitter - Could promote the library's events and resources or be used for personal posts- Reading news/websites - Could keep up with current events and trends for work or be personal browsing- Conversations with coworkers - Could discuss work projects or veer into non-work topics- Breaks/lunch - Could involve discussing work issues briefly or become extended personal timeThe determining factor is whether the activity directly supports work responsibilities or becomes an unnecessary distraction from work duties. Intent and mod
- 1. Courtney Brown Indiana State Library Professional Development Office cobrown@library.in.gov / 317-910-5777 Professionalism in theProfessionalism in the WorkplaceWorkplace
- 3. What we will discuss today • What is Professionalism • Appearance (why it matters) • Workplace conversation (great reminders) • How to work (dos and don’ts) • Representing the Library (best practices)
- 4. Professionalism???!!Professionalism???!! So what is professionalism? And why is it important? What does that mean for me?
- 5. Defining and discussing PRO·FES·SION·AL·ISMPRO·FES·SION·AL·ISM (PRƏ FESHƏNL IZƏM)ˈ ˌ(PRƏ FESHƏNL IZƏM)ˈ ˌ
- 6. 1.1. the conduct, aims, or qualities thatthe conduct, aims, or qualities that characterize or mark a profession or acharacterize or mark a profession or a professional person,professional person, 2.2. the following of a profession (asthe following of a profession (as athletics) for gain or livelihood.athletics) for gain or livelihood. Merriam Webster’s Collegiate Dictionary, 11th edition :
- 7. Meticulous adherence to undeviatingMeticulous adherence to undeviating courtesy, honesty,courtesy, honesty, andand responsibilityresponsibility inin one’s dealings withone’s dealings with customerscustomers andand associatesassociates, plus a level of excellence that, plus a level of excellence that goes over and above the commercialgoes over and above the commercial considerations and legal requirements.considerations and legal requirements. www.businessdictionary.com:www.businessdictionary.com:
- 8. More on courtesy “Courteous communications and interactions with others will positively influence your and the Library’s image. Develop and maintain a cooperative demeanor toward patrons, co-workers, and management. Courtesy is key to good human relations, creating a pleasant work environment, and our mutual success.” - Hancock County Public Library Employee Handbook
- 9. A person who is an expert at his or her workA person who is an expert at his or her work PROFESSIONALPROFESSIONAL
- 10. Two Parts to Library ProfessionalismTwo Parts to Library Professionalism Towards patronsTowards patrons Between staffBetween staff
- 11. UnprofessionalismUnprofessionalism •Not conforming to theNot conforming to the standards of astandards of a profession; contrary toprofession; contrary to the accepted code ofthe accepted code of conduct of a professionconduct of a profession
- 12. UnprofessionalismUnprofessionalism • Not professional; not pertaining to orNot professional; not pertaining to or characteristic of a professioncharacteristic of a profession • At variance with or contrary to professionalAt variance with or contrary to professional standards or ethics; not befitting members ofstandards or ethics; not befitting members of a profession, as language, behavior ora profession, as language, behavior or conductconduct • Not belonging to a profession;Not belonging to a profession; nonprofessionalnonprofessional • Not done with professional competenceNot done with professional competence
- 13. Ethics vs Morals ETHICS • Principles of right conduct. • Ethics are more practical, conceived as shared principles promoting fairness in social and business interactions. • Principles of right conduct. • Ethics are more practical, conceived as shared principles promoting fairness in social and business interactions. MORALS • Principles on which one’s judgement of right or wrong are based. • Morals are more abstract, subjective and often personal or religion based. • Principles on which one’s judgement of right or wrong are based. • Morals are more abstract, subjective and often personal or religion based.
- 14. ALA Code of ethics:ALA Code of ethics: • As members of the American Library Association, we recognize the importance of codifying and making known to the profession and to the general public the ethical principles that guide the work of librarians, other professionals providing information services, library trustees and library staffs. Ethical dilemmas occur when values are in conflict. The American Library Association Code of Ethics states the values to which we are committed, and embodies the ethical responsibilities of the profession in this changing information environment. We significantly influence or control the selection, organization, preservation, and dissemination of information. In a political system grounded in an informed citizenry, we are members of a profession explicitly committed to intellectual freedom and the freedom of access to information. We have a special obligation to ensure the free flow of information and ideas to present and future generations. 14 http://www.ala.org/advocacy/proethics/codeofethics/codeethicshttp://www.ala.org/advocacy/proethics/codeofethics/codeethics
- 15. As defined: A set of conventional principles and expectations that are considered binding on any person who is a member of a particular group. Code of Conduct
- 16. Part one: Appearance Why have a dress code? Professionalism in the Workplace
- 17. Dress CodeDress Code From HCPL Employee Handbook: Appropriate dress and personal grooming create a favorable community image for the Library. Use good judgment and maintain high standards in your personal cleanliness and attire. You create the image the community will have about our Library. Hair should be neatly styled, and male employees with hair longer than the tip of their collar are required to pull it back and restrain it. Facial hair should be trimmed and neatly maintained.
- 18. Dress CodeDress Code From HCPL Employee Handbook: Business casual dress is appropriate any day of the week. Clothing choices include, but are not limited to: •Casual or dress slacks •Dress shirts and/or ties •Sweaters or blouses •Collared knit shirts Casual attire is permitted only on Saturdays and Sundays or for special events designated by the Director. Permissible “casual attire” clothing includes jeans that are in good condition (i.e., not worn, frayed, or excessively faded). Jeans are only to be worn in combination with Library logo T-shirts, blouses, or other shirts that promote Library programs or events. • Skirts • Split skirts • Capris • Comfortable shoes • Suits • Pantsuits • Dresses
- 19. Dress CodeDress Code From HCPL Employee Handbook: Inappropriate attire for ALL employees includes, but is not limited to, the following: •Tight fitting or revealing tops, skirts, and slacks •Clothing that exposes the midriff •Tights or tight leggings worn in lieu of slacks •Clothing that is ripped, torn, or has holes •Shorts • Tops, shirts, or hats with logos or advertising • Tank tops, halter tops, tube tops, or muscle shirts • Beach or shower flip-flops • Sweat pants or other types of exercise wear • Body piercings (except ear piercings) and visible tattoos.
- 20. ACTIVITY!ACTIVITY! YEA OR NEY?YEA OR NEY?
- 21. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 22. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 23. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 24. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 25. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 26. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 27. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 28. Political candidate’s slogan Politica l logo ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 29. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 30. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 31. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 32. ACTIVITYACTIVITY YEA OR NEY?YEA OR NEY?
- 33. Professional Rule #1Professional Rule #1 If you have to think aboutIf you have to think about whether something iswhether something is appropriate to wear to work,appropriate to wear to work, it probably isn’t and youit probably isn’t and you should wear somethingshould wear something else.else.
- 34. Part Two: Conversations Who are the people in your neighborhood? Professionalism in the Workplace
- 35. Who are my patrons?
- 36. Diversity
- 37. GENERATION GAP IN PROFESSIONALISMGENERATION GAP IN PROFESSIONALISM
- 38. GENERATION GAP CHALLENGESGENERATION GAP CHALLENGES • Communication styles • Work ethic • Feedback expectations • Work/life balance • Conflict resolution
- 39. Appropriate Workplace ConversationsAppropriate Workplace Conversations
- 40. Borderline wordsBorderline words • Suck • Crap • Jerk • Ticked • Stupid • Idiot A study released by CareerBuilder.com reveals that 81% of employers surveyed believe swearing at work “brings an employee's professionalism into question.” – Forbes, March 19, 2015
- 41. (EXTREME)(EXTREME) UNPROFESSIONAL BEHAVIORUNPROFESSIONAL BEHAVIOR •Harassment or discriminationHarassment or discrimination •Verbal threats or outburstsVerbal threats or outbursts •Inappropriate physical touching orInappropriate physical touching or contactcontact •Arguing – with anyone!Arguing – with anyone! •Throwing or knocking down objectsThrowing or knocking down objects •Insults, verbal comments or criticismInsults, verbal comments or criticism intended to belittle or berate othersintended to belittle or berate others
- 43. • You hear a coworker and friend talk about a patron who frequents the library. It is well known around town that the person is bipolar, and she often goes off of her medication. You hear the words “crazy,” “weirdo,” and “lunatic” in the conversation. This conversation bothers you because you don’t think a staff member should talk to a patron about another patron, and you don’t know if other patrons are listening. Scenario
- 44. Scenario • In the Library break room there is heated argument about how your congressman voted on a particular bill. Some staff agreed with the vote, while other staff are asking how anyone could have supported his vote. Voices are being raised, and the conversation is not constructive.
- 45. If you have to think whether a word or subject is appropriate for work, it probably isn’t and should be saved for a time away from the library. PROFESSIONAL RULE #2PROFESSIONAL RULE #2
- 46. Part three: How to Work Work or not work? Professionalism in the Workplace
- 47. Work or not work???!!Work or not work???!! What are some activities that could be work or not be work depending on how you use them? • E-mail, texting, phone calls … • Facebook, Twitter, Pinterest … • Books, Magazines … • Talking with co-workers, patrons …
- 48. On the ClockOn the Clock • Ready to work when shiftReady to work when shift starts, on time for meetingsstarts, on time for meetings • Work until the job is doneWork until the job is done • Sometimes you are caughtSometimes you are caught up with tasksup with tasks • TimesheetsTimesheets
- 49. Talking at Public Service DesksTalking at Public Service Desks • Keep it short, work relatedKeep it short, work related • Everything we do or sayEverything we do or say means something to themeans something to the patronspatrons • Keep personal issuesKeep personal issues separated from the workplace!separated from the workplace!
- 51. ACTIVITYACTIVITY Joan works at a public service desk in the library. She loves using herJoan works at a public service desk in the library. She loves using her smartphone and she has it with her everywhere she goes. Her job atsmartphone and she has it with her everywhere she goes. Her job at the library doesn’t require the use of a cell phone to do her job. Thethe library doesn’t require the use of a cell phone to do her job. The Director sees her using her phone while she was on desk duty. TheDirector sees her using her phone while she was on desk duty. The Director proceeds to yell at Joan (in front of other staff and patrons)Director proceeds to yell at Joan (in front of other staff and patrons) telling her that she is not allowed to have her phone with her while attelling her that she is not allowed to have her phone with her while at the public desk. As soon as the Director is out of sight, Joan puts thethe public desk. As soon as the Director is out of sight, Joan puts the cell phone in the desk drawer below her and goes back to looking atcell phone in the desk drawer below her and goes back to looking at her smartphone.her smartphone.
- 52. If you have to thinkf you have to think whether the activity youwhether the activity you are doing would beare doing would be considered “work,” itconsidered “work,” it probably isn’t.probably isn’t. PROFESSIONAL RULE #3PROFESSIONAL RULE #3 WorkWork PlayPlay
- 53. Part four: Representing the Library You are the face of the library! Professionalism in the Workplace
- 54. Greet everyone with a smile (even co-workers) WELCOME TO THE LIBRARY
- 55. PLACES YOU REPRESENT • In person & around townIn person & around town • On the telephoneOn the telephone • At Meetings and conferencesAt Meetings and conferences • OnlineOnline
- 56. Electronic Communication • ListservsListservs • EmailEmail • Social NetworkingSocial Networking
- 57. A Note About Email Etiquette • Only write what you are prepared to have anyone see. • Be clear in your subject line. • Use proper English that is spelled correctly with good grammar. • Keep paragraphs and messages short and to the point. • Do not forward personal email to mailing lists without the original author's permission. • Be careful with humor and sarcasm. • Avoid using upper case in the body of your email. • Be respectful.
- 59. Scenario Ugh! Your supervisor has told you that while your new flip flops with the big flower on them are cute, you can’t wear them to work. She didn’t give you a reason why, so you guess it is just because she is being mean. You think about venting about this on the Awesome New Librarians listserv.
- 60. Professional Rule #4 If it’s ever been posted or transmitted electronically, assume it is forever!!!
- 61. PROFESSIONALISM & RESPECT • For your workplaceFor your workplace • For your coworkersFor your coworkers • For yourselfFor yourself • For your patronsFor your patrons
- 62. Please be quiet in the LibraryPlease be quiet in the Library “One thing I’ve learned from spending a lot of time in libraries over the years is that patrons are supposed to whisper and respect the right of others to read or study quietly … ” REMEMBER THAT PATRONS AREREMEMBER THAT PATRONS ARE WATCHING!WATCHING!
- 63. “[An Indiana library] may be the noisiest I’ve ever experienced — and it’s because of the library staff! Someone should teach them to whisper. They are equally loud whether they are checking out books, making personal telephone calls or gossiping about their colleagues. Does everyone really need to know who they went to dinner with last night? Respect your customers, keep the noise down.” - August 31, 2010 Letter to the Editor REMEMBER THAT PATRONS AREREMEMBER THAT PATRONS ARE WATCHING!WATCHING!
- 65. Scenario Olivia, a supervisor, left an email from her boss, Susie, on a public printer. Her staff member, Carrie, went to the printer and noticed the email. In the email, Susie called Carrie lazy. Carrie, who’s a hard worker was crushed.
- 66. Scenario A patron comes up to the desk and asks if you can help her with something on Facebook. You don’t like Facebook, and you don’t think it should be allowed in the library. You tell her no and turn away from her to face your computer.
- 67. Scenario It’s 10 minutes until you have to start shutting down the library for the evening. It has been slow all night, and you don’t think anyone will be coming in between now and then. All of a sudden, you see your most dreaded patron entering the building. If you shut down your workstation right now, you can get out of helping them. Otherwise, you are going to have to try and help answer her strange and difficult question in a short amount of time. What is the best way to handle this?
- 68. Scenario You arrive at the library in a bad mood because someone cut you off on the freeway. Your co-worker, Max, reminds you that you are responsible for unloading the drop box that morning. The drop box is overflowing and a few other coworkers are waiting to check in books. You yell at Max, telling him you’ll unload it when you’re good and ready to. Your manager, Sasha, sees and hears all of this. Now you are in her office and she wants to address the situation.
- 69. Scenario Imagine it is your first day on a new job. Using what you know about professionalism, discuss what you would do to make a good impression on your co-workers and why might it be important to make a good impression on your first day?
- 70. Contact InformationContact Information Courtney Brown Southeast Regional Coordinator Professional Development Office Indiana State Library cobrown@library.in.gov 317-910-5777
- 71. Sources • https://www.deputy.com/us/blog/the-generation-gap-how-to-bridge-the-gap-in-the- workplace • http://factfinder.census.gov/ • http://humanresources.about.com/od/workrelationships/a/dress_code.htm • https://www.nytimes.com/2015/08/09/jobs/how-to-approach-the-generation-gap-in- the-workplace.html • http://www.stats.indiana.edu/ • http://www.politico.com/2012-election/results/president/indiana/ • http://www.merriam-webster.com/dictionary/professionalism • http://www.businessdictionary.com/definition/professionalism.html
- 72. Sources • Adubato, Steve. 2010. "Consider your message before you click 'send' button." njbiz 23, no. 29: 11. Regional Business News, EBSCOhost (accessed September 7, 2010). • Bemis-Dougherty, Anita. 2010. "Professionalism and Social Networking." PT in Motion 2, no. 5: 40-47. Academic Search Premier, EBSCOhost (accessed September 3, 2010). • Nancherla, Aparna. 2010. "On Their Best Behavior." T+D 64, no. 4: 28. Health Business FullTEXT, EBSCOhost (accessed September 7, 2010). • Reddick, Ellen. 2009. "Are you your professional best?." Enterprise/Salt Lake City 39, no. 1: 9. Regional Business News, EBSCOhost (accessed September 7, 2010). • Samuels Gibbs, Adrienne. 2009. "Diamonds last forever; e-mail does, too!." Ebony 65, no. 2/3: 34. MasterFILE Premier, EBSCOhost (accessed September 3, 2010). • Stafford, Diane. 2009. "Tirades show cursing is everywhere these days." Kansas City Star, The (MO), May 26. Newspaper Source, EBSCOhost (accessed September 7, 2010). • Tyler, Kathryn. "Generation Gaps." HRMagazine 53, no. 1 (January 2008): 69-72. Corporate ResourceNet, EBSCOhost (accessed September 7, 2010).
Editor's Notes
- NOTE to presenter - There are 5 enhanced activities that go along with this presentation. They are included within the slides and also a Word document on the shared drive called “Professionalism Enhanced Activities”
- Morris Weiss – American comic book & comic strip artist & writer
- Discussion - Ask for opinions about what professionalism means in general and to them personally Professionalism is important: How your institution is seen inside and outside the community Helps you gain, retain patrons Help to establish support, credibility and goodwill for your library What does that mean for you? You must conduct your self in a professional manner while at work, and depending on your job, sometimes outside of work as well.
- Discussion - How does this definition relate to librarians, library professionals, and staff? No matter what your job is in a library, patrons will see you as a “professional” I’d like to add an ‘unofficial’ definition or opinion about professionalism: professionalism is less a matter of what professionals actually do and more a matter of who they are as human beings. How they treat people, how they carry themselves, how they react in situations.
- Discussion - How does this definition relate to librarians, library professional, and staff? It’s important to remember that the definition places courtesy before honesty and responsibility. Libraries are a service industry and we must remember that courtesy should always come first. Frequently patrons will ask our opinions about materials in our collection. Although James Patterson may not be your cup of tea, it’s important to remember that we should be respectful of our patrons’ opinions and interests. This does not mean that you need to lie about enjoying their favorite author but it is always best to withhold your negative opinions of them. I believe that both of the definitions can be applied to our profession. Patrons view us as specialists and professionals while asking for advice on how to fill out an application, the latest book to read, legal forms, etc.
- Does anyone want to take a guess where this quote is from? Quote from the Hancock County Public Library’s employee handbook
- Read slide Again, Everyone who works in the library is a library professional, regardless of your title or position. Patrons will view you as an expert in your work.
- Need to be professional both to patrons and to your co-workers. Both have to work in order to have a professional work environment. If a patron is behaving in a way that makes it difficult for you to maintain a professional demeanor you should address it immediately with your supervisor so they are aware of the issue and can advise you on how to proceed. You have to deal with co-workers in the same manner! The way you speak to each other is very important. Tone is important. You might talk sarcastically to a family member but is it professional to speak that way to a colleague. You have to remember, your co-workers are like patrons… you have to treat each other like you would like to be treated. I’m sure we’ve all heard that it’s not what you say but how you say it? The way we use our words creates a positive or negative environment, it’s important to choose them carefully Common courtesy - Make eye contact and greet people, even co-workers with a smile. Saying please and thank you to your coworkers is a great habit to be in. It’s easy to do and will do wonders to improve the tone and communication of your professional environment. We are all professionals and should conduct ourselves in a professional manner. This doesn’t mean being stuffy or not enjoying your time at work, it means being polite, courteous, and displaying manners to patrons, co-workers and staff.
- Not doing your work, not caring … If you work a public desk, don’t get engrossed in what you are doing on the computer (or phone or talking to others). You should be interruptible. And, please be mindful of social media. For some people, it’s part of their job. For others, it’s almost an addiction. It isn’t good for the public to be seeing you surfing Facebook or Pinterest.
- Do you know of anyone that fits this definition? Do you?? What other examples or definitions could you use to describe someone who’s unprofessional.
- Morals are personal beliefs or opinions. When working in the library it’s important to remember that you are a government employee and must promote a community that is welcoming to everyone regardless of your personal beliefs. We must remember you don’t have to agree, but you’re not there to argue or debate them either - especially in the workplace. - gramarist.com/usage/ethics-morals
- Source: http://www.ala.org/advocacy/proethics/codeofethics/codeethics.
- From the HCPL Handbook: The Library is further committed to providing a workplace free of inappropriate conduct because of an employee’s race, color, sex, pregnancy, age (40 or older), religion, national origin, ancestry, disability, citizenship status, military status, genetic information, or any other legally-protected category. Remember, that is the professional stance of your organization, whether you agree with it or not.
- (Disclaimer: no Indiana State Library dress code mandate
- (Disclaimer: no Indiana State Library dress code mandate
- (Disclaimer: no Indiana State Library dress code mandate
- (Use clicker for “Yea or Ney” to appear) Activity 1 – Disclaimer: no Indiana State Library dress code mandate this is coming straight from your library’s dress code Show pictures of outfits & have the group decide “Yeah or Nay” – these pictures are for discussion purposes Do these fit with your library’s dress code
- Activity 1 Might be appropriate for a “formal” community & maybe not in a more “informal” community. Suits & ties might be off putting to some populations and a barrier. Or possibly the reverse as well, too casual might be a barrier. Dress to the occasion. If you know that you are giving a presentation or meeting with someone during a particular day, you should consider dressing more professionally. Ask your supervisor for direction.
- Activity 1 Obvious – neckline too low
- Activity 1 – picture from http://www.lib.berkeley.edu/give/historyroom/panel6a.html Jeans are appropriate for a shelver, but maybe not someone at a service desk. Unless the whole library is informal & jeans are worn by everyone.
- Activity 1 Open toed shoes? Leggings?
- Activity 1 – picture from http://nicevillelibraryassistance.blogspot.com/2012/04/how-not-to-dress-for-interview.html Very easy – sloppy, baseball cap
- Activity 1 Would be OK for a service desk, but for a shelver dress & heels might not be best option
- Activity 1 Shirt not tucked in – might be fine for more informal libraries, more formal – maybe not. Would probably be fine for a shelver or behind the scenes person.
- Activity 1 Easy – definitely not! But shirts with library logo, summer reading slogan or anything pertaining to reading would be fine. A lot of times t-shirts with slogans are reserved for reading program times, specific programs or casual days.
- Activity 1 Yes! Very nice library themed shirt
- Activity 1 Maybe not the message we want to project? Would be OK for a specific library themed program (teen program or Halloween time?)
- Activity 1 Definitely – no, bare midriff & sweat pants (sweat pants with more coverage would be more appropriate for a Yoga program or other physical activity)
- Library book fairy – yes! As long as it goes with a program Great recycling program idea! Or a storytime or Halloween costume. Community: How do you want to present the library to your community? Each library will have their own take on this but generally the same. Also what works for your position?
- (Text will appear automatically) Grandma Rule – would she approve??? Think about your community What works for your position
- You can get population numbers if needed - http://factfinder.census.gov/ (2010 Census) (2016 estimate) Veterans: 8.6% of the population of Hancock County are veterans What are some topics that could be sensitive when talking to veterans: do not thank them for their service while in a library serving in a library capacity. You do not know how they feel about their service, if they have a lingering physical or mental ailment which they may not be reminded of. avoid buzz words such as “shell shocked”, “PTSD”, politically charged issues, etc. Go with their lead – let them be the one to initiate the conversation – and listen (don’t add your opinion) Poverty line 7% of population below poverty level This means there are people entering your library probably everyday living below the poverty level. do not address appearance, unless it is a behavior issue. avoid politically charged topics. do not assume that someone who appears disheveled is poor, it may just be an expression of personal style. do not assume that someone who you know is living below the poverty rate is unintelligent or lack an education. Education level 6.1% don’t have a high school diploma What can this mean for your patrons? The possession of a degree is not a determinant of intelligence. It’s very well possible that your most voracious readers never attended college, choosing to undertake self-led instructions. Some patrons may be intimidated by someone who posses a degree. You don’t need to reference your education to demonstrate your qualifications, instead let your service demonstrate your expertise. Politics http://www.politico.com/2016-election/results/map/president/indiana/ Avoid, avoid, avoid!!!! This goes for all sides – avoid, avoid, avoid LGBTQ + No judging or assumptions Senior Citizens What are some topics that should be avoided? (be sensitive to their needs) do not reference any physical ailments that you may notice. They are aware that they are ageing & do not need to be reminded. do not assume that seniors need help carrying items or assistance with technology. If you notice they are struggling or may struggle, ask “would you like assistance”? Do not push the issue if they say no. do not assume your know their politics/opinions because of their age. Seniors are a diverse group of people with a wide range of interests and life experiences.
- Diversity in a professional work environment promotes acceptance, respect, and teamwork despite differences in race, age, gender, native language, political beliefs, religion, sexual orientation, or communication styles among employees. No judging culture! That goes for your co-workers as well as patronss. Part of being in a service profession is helping everyone who walks in the door. This can include people of all races, ethnicities, abilities and disabilities, religion, and sexual orientation. It can also include helping patrons of all ages, those with piercings and tattoos, different hair colors, and accents. It’s important to remember that your morals (or personal opinions) should be left at the door when starting each day, the institutions ethics are what matter.
- The generation gap is the difference of outlook, opinions, beliefs, skills, attitudes, and behaviors between the older and younger generations. There has always been a generation gap throughout all periods of history, it’s grown more prevalent in recent years. Mostly because that gap is widening. Baby Boomers (between 1946-1964) are working beyond the traditional age for retirement and Gen Yers (1977-1990) and Millennials (born since 1991) have become the single largest demographic in the American labor force. 46-91, that’s a pretty big age gap in the workforce. Your ability to interact and communicate with all of your coworkers and all of your patrons ties into your professionalism.
- Click 1 Varying communication styles: As technology advances, generations growing up with the advances embrace them while other generations who did not grow up with them often struggle to adapt. Baby Boomers Grew up using telephones, sending letters by mail and using typewriters. Prefer phone conversations and face-to-face communication. They sometimes struggle to adapt to modern technology. Gen Xers They are familiar with technology, but it is not second nature to them as it is to the following generations. They have adapted pretty well. Gen Yers and Millennials These generations grew up with advanced technology in the form of laptops, tablets, and smart phones. They are constantly online, sharing on social media platforms like Snapchat, Facebook, Instagram, and Twitter, and using instant messaging like WhatsApp and Facebook Chat. They have embraced a different way of working and relating with far more immediacy and informality in their communications. When they see that tick mark on WhatsApp, they immediately know a message has been read. Different characteristics and work ethic: Baby Boomers work best in teams value meetings like being able to ask for direction often prioritize their work over everything else gain self-worth from their work Gen Xers resilient adaptable and independent (their mothers were likely to work, and parents were often divorced) like working on their own without interference Gen Yers enjoy challenges (“why should we do this your way?”) savvy and street smart like a structured workplace respect accomplishments over authority want to achieve their own goals Millennials want opportunities to learn and grow expect feedback incredibly tech savvy great multi-taskers and skilled collaborators live fast-paced lives prefer to learn for themselves than be told what to do want authenticity need a sense of purpose (They are even willing to earn less for the opportunity to do meaningful work). Different feedback expectations: Baby Boomers expect to be acknowledged in the form of yearly pay raises, promotions, and titles. Subsequent generations require more constant, consistent feedback to make sure they are on target with their goals. Gen Yers who were raised with praise, high expectations, appreciate immediate feedback. Millenials want to be treated as valued employees. Again, they want to do meaningful work with a purpose. Different understanding on work/life balance Baby Boomers often work very hard to achieve expectations and tend to adapt their personal lives to fit what’s expected at work. This can be an area of conflict because they expect the younger generations to have the same work ethic and want them to earn respect and pay their dues. Gen Xers like the challenge of work but they want more balance in their lives. Gen Yers and Millennials are committed to their careers, but they want to experience fulfillment in their work. They appreciate the flexibility that technology gives them and want to be able to use this to improve their work/life balance. Different Ways to resolve conflict Baby Boomers want the consensus of the team. Gen Xers want to resolve conflict immediately and address problems directly. Gen Yers have often been taught conflict resolution skills during their school years that they can utilize. They want to understand the reasons for misunderstandings. Millennial are not that good at handling conflict and often need coaching. How do we accommodate all generations, in an effort to maintain a professional workplace? Avoid stereotyping Open communication and transparency Adjust communication methods Mentoring is key Improve training Create a culture of mutual respect – the most important
- It used to be that people would avoid controversial topics in public, such as religion, politics, and money. Now it seems as if any topic is open for debate. Many topics are personal, heated, and affect how work can be done in the workplace. Many people cannot separate personal beliefs from getting the work done. We can’t always tell if someone falls into these categories just by looking at them (veterans, economic or educational level, senior citizens, political leaning - diverse community members). It is your job to be neutral & diplomatic!!! Other topics to be avoided at work personal issues (dates, child support, spousal problems, etc.) discussions about a particular employee - Avoid gossiping about your co-workers. This type of behavior can be contagious and contribute to an unhealthy workplace. Any conversation on desk is inviting patron to be involved – either directly or indirectly Avoid non-work related discussions while in public view When dealing with staff, remember that you must be as respectful of their opinions as with the public. It’s understandable that personal relationships can form between co-workers and if your friendship allows the open discussion of these topics that’s ok. However, be sure to avoid discussing them in public view or around co-workers who may hold different views or not want to hear them.
- Not swear words, but not nice either. Suck is one of those generational words. Some people my age use it all of the time, but some grandparents and even parents may find it repulsive. Any other words? I had a boss who didn’t like me to say “can’t” i.e. “I can’t tell you which legal form you need” – say instead, “I’m sorry I haven’t had legal training so I’m not able to tell you which legal form you need” – more wordy but doesn’t sound quite as negative as “I can’t”. Nevertheless, more interesting to us than a list of so-called inappropriate words is the bigger picture of words—the true definition, intention, and context of any word used in the workplace. Basically, we’re more interested in the message people are sending at work. Do your words inspire greater engagement, commitment, and performance? Or do they suck the energy out of the people around you—curse words or not?”
- It wouldn’t be fair if we held patrons to a different standard than ourselves. We must remember that in order to maintain a level of professional behavior patrons must also interact at a similar standard. Behavior issues should be addressed immediately, less they grow into bigger problems. Civility represents the social norms and rules that must be followed in order to positively and productively relate with others. When people hear the word “civility,” words that come to mind include respect, courtesy, tolerance, consideration, and a rational approach to conflicts. http://www.alfaroenterprises.com/blog/unprofessional_behavior/.
- Get in groups
- Discuss the situation, point out the different unprofessional issues happening above. Reimagine the situation using what you know about professionalism.
- Discuss the situation, point out the different unprofessional issues happening above. Reimagine the situation using what you know about professionalism.
- Great reminder – appropriate words or conversation topics NEVER, EVER complain about patrons where anyone can hear you. It is unprofessional, it is unwelcoming, and you never know who is listening. Yes, you might have waited until Mr. Jones left your area, but you might not realize that is his wife is standing next to you, soaking in every nasty thing you are saying! Also, we don’t want those who inadvertently hear you vent your spleen to worry that you will do the same when they leave your library.
- (For each point, use clicker) E-mail Facebook, Twitter, etc. Books, magazines, etc. Talking with co-workers, patrons
- Not on time when you arrive to work Don’t hand off work to coworkers Ask if there are ongoing projects Timesheets: Lying on timesheet is a form of theft / keep them up to date daily / Have timesheets available to supervisors Picture from - https://www.pexels.com/photo/time-watch-hands-of-a-clock-clock-pointers-911/
- Need to be attentive to the patrons & not be neglectful Patrons for the most part are quietly working & when we talk, they listen … Be aware of your surroundings – be quite in a quiet area & if you have to let off steam (or need a reset), go to a location away from patrons Unless it is a part of your job keep facebook, pinterest, texting, emails away from public service desks – looks very unprofessional “Sometimes you see strange things in libraries… there’s the time I saw the librarian at the counter turn away from a departing (and apparently difficult) customer and flip her the bird out of everyone’s view except mine at the water fountain. It made for a strange moment when our eyes met, and it burst my bubble that all librarians are mild-mannered Mother Teresa types whose greatest joy in life is simply helping people find books.” Jim Palmer, Divine Nobodies, pg. 48 This is a good reminder that – when you are on the public floor – someone is probably watching
- Activity 3 Discussion Did the Director act professionally? Did Joan act professionally? What could have been done differently?
- (Text will appear automatically) And always – consult with your supervisor to be absolutely sure (Paula made the graphic)
- Handbook thing
- Good patron service starts with YOU So what can you do? It is so simple. Smile in greeting to every person who enters your library. Even if you are helping someone, smile, greet them. If you aren’t with a patron, ask if you can help. We don’t have to like our patrons, to help them! If you are doing a search for someone, or if the computers are slow, TALK to your patron. Let them know what you are doing, where you are searching, while they are waiting. Be friendly and approachable. Start each transaction with fresh enthusiasm Friendly Put the patron at ease Willing to help Public Service is more than getting an answer and getting the patron out of the library Finding the right answer / Teaching valuable search skills / Creating a life long patron
- From HCPL Employee Handbook: You represent the Library at all times, and it is up to each of you to put your best foot forward always. Do not underestimate your contribution In person - be sure you are ready to help a customer at any time while at the library Accept all requests for help when you are in a public area: on the desk, in the elevator, walking in the door. If you are in the building, you are on duty. Make every effort to find the RIGHT answer quickly for each patron. If you cannot complete the search right away, you should discuss with the patron what you have found, and what you will continue to do. Make plans to call them back right away. Keep their needs in mind! Around town - you can’t always help, but invite them to come into one of your locations during regular business hours On telephone Often the first contact a person has with the library Speak slowly, clearly, with a smile Always offer to call someone back, don’t ask them to call you Ask before using speakerphone Meetings & conferences - what you say and add to the conversation is a reflection on your institution; dress code still applies Online – click for picture And on the next slide …
- Internal emails - Do you answer emails that come to you? Yes, sometimes people are busy and some emails go by the wayside but email is a form of communication. Are you courteous in your emails or do you just throw something out there any which way. Emails have a “tone” to them too. Be courteous, respectful and answer in a timely manner. Sometimes, think – is an email the best way to communicate my message. Story - I knew someone who had a co-worker who always typed their emails in a large font & in all caps. I think the co-worker was on a power trip & this is how it was manifested. One day my friend challenged this person with a return email – they replied with an even bigger font & said “just because you write in a big font doesn’t mean you are right”! Listservs Everyone on the list can see post Archived Disclaimer not enough Employers sometimes look through Archives Email - E-mails can be forwarded, edited, because there is no face to face, or even voice contact, difficult to really understand what e-mail writer is trying to say. Diamonds last forever. E-mail does, too!” Do not e-mail when angry, emotional, etc. “Reply All” issues Think before sending jokes (especially in a professional situation) Some topics better face to face Criticism Sensitive information Social Networking Avoid “Venting” about Patrons, Co-workers, Administration, Salaries, Policies Think about being “Friends” with patrons, coworkers Separate accounts for work & personal (Picture – Paula made it)
- Group Discuss the situation, point out the different unprofessional issues happening above. Reimagine the situation using what you know about professionalism.
- (Text will appear automatically) Be careful – your words could come back to haunt you!!! Picture from - https://pixabay.com/en/infinity-emoji-creation-full-2019466/
- Wrapping it up – reminder from the Business Dictionary.com definition of Professionalism: “Meticulous adherence to undeviating courtesy, honesty, and responsibility in one’s dealings with customers and associates, plus a level of excellence that goes over and above the commercial considerations and legal requirements.” WORKPLACE: You have the right to your opinion - but express it in private Don’t complain about your job while on the desk Take concerns about policies and procedures to your supervisor, in private (don’t let it fester!) COWORKERS: Praise assistance, innovation Use the Golden Rule – treat others as you wish to be treated Listen to each other Recognize their expertise Keep socializing to appropriate places and times, Not at the service desk, or in front of patrons YOURSELF: Dress and speak professionally and you will be treated professionally Dress for the job you want? Dress for the library you want, too! Figure out how you can grow professionally as well as personally Please and Thank You aren’t just for preschoolers Work until the job is done; be available PATRONS: Keep your complaints away from the service desk and away from your patrons Listen to your patrons Build relationships Be approachable Picture – Paula took
- (Use clicker for text) Interesting situation …
- (Use clicker for text & use clicker again for the date at the bottom) OUCH! – from 2010, of course we’re not necessarily the totally quiet environment of the past (we have all kinds of activities going on)
- Groups
- Discuss the situation, point out the different unprofessional issues happening above. Reimagine the situation using what you know about professionalism.
- Discuss the situation, point out the different unprofessional issues happening above. Reimagine the situation using what you know about professionalism.
- Discuss the situation, point out the different unprofessional issues happening above. Reimagine the situation using what you know about professionalism.
- You hear a colleague make a pejorative slur against another racial or ethnic group. Do you address it?