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--- module_3_exercises_ref-ex [2020/11/23 04:23] – rachel_carr
+++ module_3_exercises_ref-ex [2021/02/01 23:34] (current) – created - external edit (Unknown date) 127.0.0.1
@@ Line 42: / Line 42: @@
 **Exercises for Age Groups**
-  - Talk to staff in your library ask them what they do differently when working with children or older adults.
+  - Talk to colleagues about them what they do differently when working with children or older adults.
+See [[module_3_people_skills_model_reference_behaviours_ref-ex#answer_3|Answer 3]]
+**Exercises for Different Cultures**
+Locate statistics (library statistics, census information, demographics from local Chamber of Commerce, etc.) on the percentage of people in your town from a different culture, or ESL (English as a Second Language) patrons.
+See [[module_3_people_skills_model_reference_behaviours_ref-ex#answer_3|Answer 3]]
+**Exercises for Phone and Email**
+  - What is your library's policy/procedure for telephone reference, call backs, priority of in-person versus phone patrons, or other telephone situations?
+  - Does your library use email, twitter, facebook for reference and/or as follow-up for other forms of reference?
+  - What are the guidelines? Are privacy and confidentiality covered in the guidelines?
+See [[module_3_people_skills_model_reference_behaviours_ref-ex#answer_3|Answer 3]]
+**Exercises for Tricky Situations**
+  - What is the procedure in your library for handling many people? Do you work with patrons and also take calls? If you can't answer a question completely, do you call back later? If you're not sure, talk to other staff members about the ideas suggested here.
 See [[module_3_people_skills_model_reference_behaviours_ref-ex#answer_3|Answer 3]]