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module_3_answers_and_review_ref-ex [2024/09/11 00:52] – ita_hanssensmodule_3_answers_and_review_ref-ex [2025/09/07 20:16] (current) – ellen.forsyth_sl.nsw.gov.au
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 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. 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 actions**
  
-1. Print the Reference actions checklist [[reference actions checklist ref-ex|reference actions checklist]] 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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   * You may wish to discuss your results with your supervisor or colleagues.   * You may wish to discuss your results with your supervisor or colleagues.
   * It’s helpful to observe other staff members who are successfully working with patrons and learn from them. Make sure you ask if this is okay.   * It’s helpful to observe other staff members who are successfully working with patrons and learn from them. Make sure you ask if this is okay.
 +
 +**Competent humility module**
 +
 +  * List the four key messages you learned from this video. 
 +
  
 **Barriers**  **Barriers** 
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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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 **[[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#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.
  
  
module_3_answers_and_review_ref-ex.1726033971.txt.gz · Last modified: 2024/09/11 00:52 by ita_hanssens