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module_3_answers_and_review_ref-ex [2021/05/08 22:14] – judyatkinsonmodule_3_answers_and_review_ref-ex [2025/03/12 18:35] (current) – ellen.forsyth_sl.nsw.gov.au
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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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 **Reference behaviours** **Reference behaviours**
  
-1. Print the Reference actions checklist [[reference actions checklist ref-ex]] or access via a mobile device. +  - Print the Reference actions checklist [[reference actions checklist ref-ex|reference actions checklist]] or access via a mobile device. 
-2. For one week, monitor your actions while working with patrons and work through the checklist.+  - For one week, monitor your actions while working with patrons and work through the checklist.
  
   * Which actions are already part of your work?   * Which actions are already part of your work?
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   - Identify possible barriers which make your reference area/service point less approachable?   - Identify possible barriers which make your reference area/service point less approachable?
   - How do you access Translating and Interpreting Service (TIS) at your library?   - How do you access Translating and Interpreting Service (TIS) at your library?
-  - Research what apps are available to assist people who are hard of hearing or deaf. This link has some options to explore [[https://www.attune.com.au/2019/11/27/the-best-helpful-apps-for-people-with-hearing-loss/|Helpful apps for people with hearing loss]] .+  - Research what apps are available to assist people who are hard of hearing or deaf. This link has some options to explore [[https://deafnav.com.au/access/resources/tools|Best apps for the deaf and hard of hearing community]].
  
 Think of a shop or business you've recently visited that was new to you. How easy was it for you to find things and understand the arrangement of the facility? Your library's arrangement can be difficult to understand for anyone unfamiliar with it. Think of a shop or business you've recently visited that was new to you. How easy was it for you to find things and understand the arrangement of the facility? Your library's arrangement can be difficult to understand for anyone unfamiliar with it.
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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 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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 **[[module_3_people_skills_reference_behaviours_ref-ex#approachability|Approachability]]** **[[module_3_people_skills_reference_behaviours_ref-ex#approachability|Approachability]]**
  
-It is important during the reference interview to encourage questions by being approachable and by using verbal and non-verbal welcoming behaviors. Web sites and library online services must also demonstrate approachability to encourage patrons to use the services.+It is important during the reference interview to encourage questions by being approachable and by using verbal and non-verbal welcoming behaviours. Web sites and library online services must also demonstrate approachability to encourage patrons to use the services.
  
 //**Major Point: Being approachable encourages questions.**// //**Major Point: Being approachable encourages questions.**//
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 **[[module_3_people_skills_reference_behaviours_ref-ex#body_language|Body language 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 reference action when providing 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.**//
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 **[[module_3_people_skills_reference_behaviours_ref-ex#reference_actions|Reference actions]]** **[[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 behaviours are used:   
   * Approachability   * Approachability
   * Interest   * Interest
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 **[[module_3_people_skills_reference_behaviours_ref-ex#considering_disabilities|Considering 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 behaviours for patrons with disabilities..
  
 //**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.**//
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 **[[module_3_people_skills_reference_behaviours_ref-ex#telephone_and_email|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.
  
  
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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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 **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.1620530097.txt.gz · Last modified: 2021/05/08 22:14 by judyatkinson