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module_3_answers_and_review_ref-ex [2021/05/08 21:05] – judyatkinsonmodule_3_answers_and_review_ref-ex [2021/05/10 22:03] (current) – judyatkinson
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-==== Module 3 Answers and Review Reference Excellence ====+==== Module 3 Answers and review - Reference Excellence ====
  
 [[module_3_people_skills_reference_behaviours_ref-ex|Module 3 People skills and reference behaviours (Reference Excellence)]] [[module_3_people_skills_reference_behaviours_ref-ex|Module 3 People skills and reference behaviours (Reference Excellence)]]
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 ==== Module 3 answers ==== ==== Module 3 answers ====
  
-**Suggested answers for module 3 exercises** +//Suggested answers for Module 3 exercises - Discuss the questions and your answers with your supervisor, trainer or colleagues.//
- +
-Discuss the questions with your supervisor, trainer or colleagues.+
  
 **Approachability** **Approachability**
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   * Lower distracting noise levels   * Lower distracting noise levels
  
-When you find problems, think about what you can do individually to overcome them, e.g., move to a less noisy spot when talking to a client or standing in such a way that gives the client a little privacy.  You may want to talk with your supervisor or colleagues about some solutions.+When you find problems, think about what you can do individually to overcome them, e.g., move to a less noisy spot when talking to a patron or standing in such a way that gives the patron a little privacy.  You may want to talk with your supervisor or colleagues about some solutions.
  
 **Reference behaviours** **Reference behaviours**
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 **Communicating with patrons who are not fluent in English** **Communicating with patrons who are not fluent in English**
  
-1. Locate statistics on the percentage of people in your town from a different culture, or CALD (Culturally and Linguistically Diverse) clients. +1. Locate statistics on the percentage of people in your community from a different culture, or CALD (Culturally and Linguistically Diverse) patrons. 
  
 [[https://www.abs.gov.au/census|Australian Bureau of Statistics]] publications are a good source for this, or perhaps your council website has a locally specific resource. Do other staff members have insights about working with people from different cultures? [[https://www.abs.gov.au/census|Australian Bureau of Statistics]] publications are a good source for this, or perhaps your council website has a locally specific resource. Do other staff members have insights about working with people from different cultures?
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 **Telephone and email** **Telephone and email**
  
-1. What is your library's policy/procedure for telephone reference, calling people back, priority of in-person versus phone clients, or other telephone situations?+1. What is your library's policy/procedure for telephone reference, calling people back, priority of in-person versus phone patrons, or other telephone situations?
  
 2. Does your library use email or social media for reference or information?  2. Does your library use email or social media for reference or information? 
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 //**Major Point: Being approachable encourages questions.**// //**Major Point: Being approachable encourages questions.**//
  
-**[[module_3_people_skills_reference_behaviours_ref-ex#approachability|Bodylanguage and nonverbal communication]]**+**[[module_3_people_skills_reference_behaviours_ref-ex#body_language|Body language and nonverbal communication]]**
  
 Use body language to show respect for patrons. Stop what you are doing and pay complete attention when listening to the question. For remote transactions, avoid long delays'. Use body language to show respect for patrons. Stop what you are doing and pay complete attention when listening to the question. For remote transactions, avoid long delays'.
  
-//**Major Point: Expressing interest in the patron's question is an essential model reference behavior, in providing either face-to-face or remote services.**//+//**Major Point: Expressing interest in the patron's question is an essential reference action when providing face-to-face or remote services.**//
  
 Being professional and helpful can help patrons feel comfortable. Being professional and helpful can help patrons feel comfortable.
  
-**Reference behaviours**+**[[module_3_people_skills_reference_behaviours_ref-ex#reference_actions|Reference actions]]**
  
 Finding information needs is more successful when all reference behaviors are used:    Finding information needs is more successful when all reference behaviors are used:   
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   * Follow-up    * Follow-up 
  
-//**Major Point: Reference behaviours will improve the success of your reference work.**//+//**Major Point: Considered reference actions will improve the success of your reference work.**//
  
-**Barriers**+**[[module_3_people_skills_reference_behaviours_ref-ex#barriers|Barriers]]**
  
 Cultural, physical, language, and other elements can create communication barriers that prevent patrons from indicating their information needs. Confusing library arrangement can prevent patrons from using the library or library services successfully. Cultural, physical, language, and other elements can create communication barriers that prevent patrons from indicating their information needs. Confusing library arrangement can prevent patrons from using the library or library services successfully.
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 //**Major Point: Cultural, physical, technological, or language barriers; misconceptions about libraries; and confusing library or web site designs can be barriers to successful reference service.**// //**Major Point: Cultural, physical, technological, or language barriers; misconceptions about libraries; and confusing library or web site designs can be barriers to successful reference service.**//
  
-**Walk with the patron**+**[[module_3_people_skills_reference_behaviours_ref-ex#walk_with_the_patron|Walk with the patron]]**
  
 One way to overcome barriers is to walk with patrons to the shelves.  One way to overcome barriers is to walk with patrons to the shelves. 
  
-//**Major Point: Accompanying the patron in the library or using remote reference technology to guide patrons will help ensure they find what they are looking for.** +//**Major Point: Accompanying the patron in the library or using remote reference technology to guide patrons will help ensure they find what they are looking for.**// 
-// + 
-**People with disabilities**+**[[module_3_people_skills_reference_behaviours_ref-ex#considering_disabilities|Considering disabilities]]**
  
 It is especially important to use model reference behaviors for patrons with disabilities.. It is especially important to use model reference behaviors for patrons with disabilities..
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 //**Major Point: We need to be sensitive to the needs of people with a disability in the library or when designing web sites and remote services.**// //**Major Point: We need to be sensitive to the needs of people with a disability in the library or when designing web sites and remote services.**//
  
-**Age groups**+**[[module_3_people_skills_reference_behaviours_ref-ex#age_groups|Age groups]]**
  
 Listening is a critical behavior when dealing with patrons of any age. Listen carefully to questions without making assumptions. All patrons should have equitable access to our services. Listening is a critical behavior when dealing with patrons of any age. Listen carefully to questions without making assumptions. All patrons should have equitable access to our services.
  
-//**Major Point: Don't make assumptions about a person's needs based solely on age. Patrons of any age are entitled to equitable services**//+//**Major Point: Don't make assumptions about a person's needs based solely on age. Patrons of any age are entitled to equitable services.**//
  
-**Different cultures**+**[[module_3_people_skills_reference_behaviours_ref-ex#communicating_with_patrons_who_are_not_fluent_in_English|Communicating with patrons who are not fluent in English]]**
  
 Be professional and helpful to all patrons when providing and equitable service Be professional and helpful to all patrons when providing and equitable service
  
-//**Major Point: Be professional and helpful to all patrons when providing an equitable service**//+//**Major Point: Be professional and helpful to all patrons when providing an equitable service.**//
  
-**Telephone and email**+**[[module_3_people_skills_reference_behaviours_ref-ex#telephone_and_email|Telephone and email]]**
  
 Be professional and helpful to all patrons when providing and equitable service Be professional and helpful to all patrons when providing and equitable service
  
  
-//**Major Point:  For telephone and online reference, be professional and helpful**//+//**Major Point:  For telephone and online reference, be professional and helpful.**// 
 + 
 +**[[module_3_people_skills_reference_behaviours_ref-ex#difficult_situations|Difficult situations]]**
  
-**Difficult situations** 
 Customer service is the primary responsibility of library staff in any situation. You can serve one person at a time effectively, and you should always fully serve the person in front of you. Follow your library policies should be your final guide. Customer service is the primary responsibility of library staff in any situation. You can serve one person at a time effectively, and you should always fully serve the person in front of you. Follow your library policies should be your final guide.
  
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 What to do when you finish the module... What to do when you finish the module...
  
-When you have completed the exercises for this module, you may want to talk to your colleagues or supervisor about them.+When you have completed the exercises for this module, you may want to talk to your supervisor, trainer or colleagues about them.
  
 Please fill out and submit  [[https://www.surveymonkey.com/r/reference_excellence|the evaluation form]]  Please fill out and submit  [[https://www.surveymonkey.com/r/reference_excellence|the evaluation form]] 
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 {{:wiki:answers_review.jpg|}} {{:wiki:answers_review.jpg|}}
  
-==== Other modules for Reference excellence ====+==== Other modules for Reference Excellence ====
  
-**Reference excellence - self paced reference and information services training**+**Reference Excellence - self paced reference and information services training**
  
-[[About ref-ex]] 
  
-[[Module 1 Overview of the reference process ref-ex]]+[[About ref-ex|About Reference Excellence]]
  
-[[Module 2 Reference interview skills and question types ref-ex]]+[[Module 1 Overview of the reference process ref-ex|Module 1 Overview of the reference process]]
  
-[[Module 3 People skills, reference behaviours ref-ex]]+[[Module 2 Reference interview skills and question types ref-ex|Module 2 Reference interview skills and question types]]
  
-[[Module 4 Search strategies ref-ex]]+[[Module 3 People skills, reference behaviours ref-ex|Module 3 People skills, reference behaviours]]
  
-[[Module 5 Reference resources ref-ex]]+[[Module 4 Search strategies ref-ex|Module 4 Search strategies]]
  
-[[Module 6 Ethics and legislation ref-ex]]+[[Module 5 Reference resources ref-ex|Module 5 Reference resources]]
  
-[[Module 7 Roving reference ref-ex]]+[[Module 6 Ethics and legislation ref-ex|Module 6 Ethics and legislation]]
  
-[[Module 8 Local studies ref-ex]]+[[Module 7 Roving reference ref-ex|Module 7 Roving reference]]
  
-[[Module 9 Family history ref-ex]]+[[Module 8 Local studies ref-ex|Module 8 Local studies]]
  
-[[Module 10 Children ref-ex]]+[[Module 9 Family history ref-ex|Module 9 Family history]]
  
-[[Module 11 Young Adults ref-ex]]+[[Module 10 Children ref-ex|Module 10 Children]]
  
-[[Module 12 Corporate Library Services ref-ex]]+[[Module 11 Young adults ref-ex|Module 11 Young adults]]
  
-[[Module 13 Technology reference services ref-ex]]+[[Module 12 Corporate library services ref-ex|Module 12 Corporate library services]]
  
 +[[Module 13 Technology reference services ref-ex|Module 13 Technology reference services]]
module_3_answers_and_review_ref-ex.1620525929.txt.gz · Last modified: 2021/05/08 21:05 by judyatkinson