Differences

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--- module_3_answers_and_review_ref-ex [2025/03/12 06:28] – sarahfearnley
+++ module_3_answers_and_review_ref-ex [2025/03/12 18:35] (current) – ellen.forsyth_sl.nsw.gov.au
@@ Line 21: / Line 21: @@
 **Reference behaviours**
-. 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.
-. 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?
@@ Line 95: / Line 95: @@
 **[[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.**//
@@ Line 147: / Line 147: @@
 **[[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.