module_3_answers_and_review_ref-ex
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module_3_answers_and_review_ref-ex [2021/05/08 21:26] – judyatkinson | module_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 |
[[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 | + | //Suggested answers for Module |
- | + | ||
- | Discuss the questions with your supervisor, trainer or colleagues. | + | |
**Approachability** | **Approachability** | ||
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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) patrons. | + | 1. Locate statistics on the percentage of people in your community |
[[https:// | [[https:// | ||
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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, | 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, | ||
- | //**Major Point: Expressing interest in the patron' | + | //**Major Point: Expressing interest in the patron' |
Being professional and helpful can help patrons feel comfortable. | Being professional and helpful can help patrons feel comfortable. | ||
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* Follow-up | * Follow-up | ||
- | //**Major Point: | + | //**Major Point: |
**[[module_3_people_skills_reference_behaviours_ref-ex# | **[[module_3_people_skills_reference_behaviours_ref-ex# | ||
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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.**// |
- | // | + | |
- | **[[module_3_people_skills_reference_behaviours_ref-ex# | + | **[[module_3_people_skills_reference_behaviours_ref-ex# |
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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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' | + | //**Major Point: Don't make assumptions about a person' |
- | **[[module_3_people_skills_reference_behaviours_ref-ex# | + | **[[module_3_people_skills_reference_behaviours_ref-ex# |
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.**// |
**[[module_3_people_skills_reference_behaviours_ref-ex# | **[[module_3_people_skills_reference_behaviours_ref-ex# | ||
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- | //**Major Point: | + | //**Major Point: |
**[[module_3_people_skills_reference_behaviours_ref-ex# | **[[module_3_people_skills_reference_behaviours_ref-ex# | ||
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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 |
Please fill out and submit | Please fill out and submit | ||
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**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 | + | [[About ref-ex|About Reference Excellence]] |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
- | [[Module | + | [[Module |
+ | [[Module 13 Technology reference services ref-ex|Module 13 Technology reference services]] |
module_3_answers_and_review_ref-ex.1620527171.txt.gz · Last modified: 2021/05/08 21:26 by judyatkinson