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module_3_people_skills_reference_behaviours_ref-ex [2025/03/12 05:50] – [Considering disabilities] sarahfearnleymodule_3_people_skills_reference_behaviours_ref-ex [2026/03/09 16:50] (current) – michael.adams_sl.nsw.gov.au
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   * Effective actions in reference work.    * Effective actions in reference work. 
   * How you overcome barriers and make patrons comfortable during the reference interview.    * How you overcome barriers and make patrons comfortable during the reference interview. 
-  * How to handle tricky situations+  * How to handle tricky situations.
    
 Module 3 provides you with insights for working effectively with library patrons. Module 3 provides you with insights for working effectively with library patrons.
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 **Overview** **Overview**
  
-Reference service is an ongoing process. Determining information needs requires an effective reference interview. A successful interview includes paraphrasing, asking open questions, clarifying and verifying to gather the 6 pieces of evidence that determine what the patron wants to know. The end of the information search is a follow-up question to be sure the correct information was found.+Reference service is an ongoing process. Determining information needs requires an effective reference interview. A successful interview includes paraphrasing, asking open questions, clarifying and verifying to gather the 6 pieces of evidence (mentioned in [[module_2_reference_interview_skills_and_question_types_ref-ex|Module 2]]) that determine what the patron wants to know. The end of the information search is a follow-up question to be sure the correct information was found.
  
 **Welcoming behaviours and approachability** **Welcoming behaviours and approachability**
  
-Asking the right questions during the reference interview is a good start, however, what you do while you're saying it can make a big difference. Patrons are often reluctant to ask questions. Your job is to encourage questions by using welcoming behaviours and by being approachable. Following are some behaviours for encouraging questions by showing your patrons respect and courtesy.+Asking the right questions during the reference interview is a good start, however, what you do while you're saying it can make a big difference. Your body language needs to reflect what you are saying. Patrons are often reluctant to ask questions. Your job is to encourage questions by using welcoming behaviours and by being approachable. Following are some behaviours for encouraging questions by showing your patrons respect and courtesy.
  
 **Verbal** **Verbal**
  
   * Greet your patron and let them know your name.   * Greet your patron and let them know your name.
-  * Be friendly and professional+  * Be friendly and professional.
   * Use a relaxed, welcoming tone of voice.   * Use a relaxed, welcoming tone of voice.
  
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   * If you are taking the patron to or between shelves, set your walking pace to match theirs.   * If you are taking the patron to or between shelves, set your walking pace to match theirs.
   * Provide an appropriate setting and maintain privacy.   * Provide an appropriate setting and maintain privacy.
-  * Eliminate physical barriers - reduce desk clutter+  * Eliminate physical barriers - reduce desk clutter.
   * Do not divide your focus between patrons and other tasks.   * Do not divide your focus between patrons and other tasks.
   * Lower distracting noise levels.   * Lower distracting noise levels.
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 There are some other helpful resources to explore including: There are some other helpful resources to explore including:
  
-  * [[https://www.sl.nsw.gov.au/public-library-services/content/living-learning-libraries|Living Learning Libraries — a population approach, standards and guidelines for NSW public libraries]] has information about providing reference and information services in NSW public libraries +  * [[https://pls.sl.nsw.gov.au/managing-my-library/standards-and-guidelines/nsw-public-library-objectives-and-standards|NSW Public Library Objectives and Standards]] from the State Library of NSW has information about providing reference and information services in NSW public libraries. 
-  * [[https://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral|Guidelines for Behavioral Performance of Reference and Information Service Providers]]+  * [[https://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral|Guidelines for Behavioral Performance of Reference and Information Service Providers]] - guidelines from the American Library Association.
  
  
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   * Searching   * Searching
   * Informing   * Informing
-  * Follow-up.+  * Follow-up
  
 Approachability, making people comfortable, and asking the questions used in successful reference interviews are all reference actions. Research and studies have been done showing that these actions and behaviours improve reference service success. Working with the checklist of reference actions created from the research will help you evaluate your reference skills. Approachability, making people comfortable, and asking the questions used in successful reference interviews are all reference actions. Research and studies have been done showing that these actions and behaviours improve reference service success. Working with the checklist of reference actions created from the research will help you evaluate your reference skills.
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 ==== Competent Humility Model ==== ==== Competent Humility Model ====
  
-In today's interconnected world, understanding and navigating diverse cultural landscapes is essential for effective communication, collaboration, and mutual respect. This presentation introduces Dr. Nicole Cooke’s new Competent Humility Model, offers a holistic approach to building and maintaining cultural competence and cultural humility, and emphasizes how these processes work in tandem. Whether in the workplace, educational settings, or community engagements, embracing these concepts fosters a more inclusive and harmonious society where diversity is celebrated, and mutual understanding flourishes. +In today's interconnected world, understanding and navigating diverse cultural landscapes is essential for effective communication, collaboration, and mutual respect. This presentation introduces Dr. Nicole Cooke’s new Competent Humility Model, which offers a holistic approach to building and maintaining cultural competence and cultural humility, and emphasizes how these processes work in tandem. Whether in the workplace, educational settings, or community engagements, embracing these concepts fosters a more inclusive and harmonious society where diversity is celebrated, and mutual understanding flourishes. 
  
 {{youtube>ca8IPm_Tki0}}  {{youtube>ca8IPm_Tki0}} 
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 Be alert to barriers to communication, such as: Be alert to barriers to communication, such as:
  
-  * The patron's discomfort or lack of familiarity with libraries +  * The patron's discomfort or lack of familiarity with libraries. 
-  * Language, cultural, or educational differences +  * Language, cultural, or educational differences. 
-  * Physical or emotional problems the patron may have+  * Physical or emotional problems the patron may have.
  
 **Physical barriers** **Physical barriers**
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   * Be aware that there are a variety of [[https://www.olg.nsw.gov.au/public/dogs-cats/responsible-pet-ownership/assistance-animals/|assistance animals]] permitted in the library.   * Be aware that there are a variety of [[https://www.olg.nsw.gov.au/public/dogs-cats/responsible-pet-ownership/assistance-animals/|assistance animals]] permitted in the library.
  
-[[https://askjan.org/articles/EAPS/upload/disetispeakingEAP.doc|Disability Etiquette Tips, Beth Loy, Job Accomodation Network, WVU.]] +[[https://askjan.org/articles/Disability-Etiquette-Tips-for-Speaking-Engagements.cfm?csSearch=26359784_1|Disability Etiquette Tips, Beth Loy, Job Accomodation Network, WVU.]] 
  
 ALIA provides guidelines for libraries setting out minimum standards for the provision of accessible and inclusive services for people with disabilities. [[https://read.alia.org.au/guidelines-library-and-information-services-people-disabilities|Guidelines on library and information services for people with disabilities]]  ALIA provides guidelines for libraries setting out minimum standards for the provision of accessible and inclusive services for people with disabilities. [[https://read.alia.org.au/guidelines-library-and-information-services-people-disabilities|Guidelines on library and information services for people with disabilities]] 
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 **Exercises for considering disabilities** **Exercises for considering disabilities**
  
-  - 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 the Translating and Interpreting Service (TIS) at your library?   - How do you access the 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.hearing.com.au/news-and-articles/top-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://www.hearing.com.au/news-and-articles/top-apps-for-people-with-hearing-loss/| Helpful apps for people with hearing loss]].
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   * Treat children's questions the same way you treat adults' questions.   * Treat children's questions the same way you treat adults' questions.
   * Match the information you provide with the reading level of the particular child (not just the grade the child is in) and provide the right amount of information for them.   * Match the information you provide with the reading level of the particular child (not just the grade the child is in) and provide the right amount of information for them.
-  * [[Module 10 Children ref-ex]] discusses this in detail.+  * [[Module 10 Children ref-ex|Module 10 Children]] discusses this in detail.
  
 **Working with young adults** **Working with young adults**
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   * Consider writing the question down or ask the patron to write it down. Patrons may not be able to write in English yet.   * Consider writing the question down or ask the patron to write it down. Patrons may not be able to write in English yet.
   * It is okay to ask another staff member for assistance, as another set of ears can help.   * It is okay to ask another staff member for assistance, as another set of ears can help.
-  * Consider using a translation app +  * Consider using a translation app. 
   * Contact the [[https://www.tisnational.gov.au/|Translating and Interpreting Service]] and access this free Government Service.    * Contact the [[https://www.tisnational.gov.au/|Translating and Interpreting Service]] and access this free Government Service. 
   * Know and use the expertise of staff members in your library or library system who can help translate. Identify other patrons in your community who may be willing to assist.   * Know and use the expertise of staff members in your library or library system who can help translate. Identify other patrons in your community who may be willing to assist.
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   * Speak clearly and not too quickly. Rapid speech may sound like a curt reply to the listener.   * Speak clearly and not too quickly. Rapid speech may sound like a curt reply to the listener.
   * Use simple, straightforward language.    * Use simple, straightforward language. 
-  * If the patron gives you a name any time during the call, write it down (phonetically)and try to use it later in the conversation.+  * If the patron gives you a name any time during the call, write it down (phonetically) and try to use it later in the conversation.
   * Asking for the borrower number can be helpful too.   * Asking for the borrower number can be helpful too.
   * If you can help them with whatever their query is, then do so. Only refer on when you can't help (they may have been through several referrals already).   * If you can help them with whatever their query is, then do so. Only refer on when you can't help (they may have been through several referrals already).
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   * The question may come by telephone, but the answer may need to be provided in another format, for example by a reservation, or an e-mail.   * The question may come by telephone, but the answer may need to be provided in another format, for example by a reservation, or an e-mail.
   * Make sure the patron understands the answer. Make sure the patron is ready to take down the answer. "Are you ready for me to read this now?" Offer to spell difficult words or names and check to make sure the patron heard. "Would you like me to repeat that?"   * Make sure the patron understands the answer. Make sure the patron is ready to take down the answer. "Are you ready for me to read this now?" Offer to spell difficult words or names and check to make sure the patron heard. "Would you like me to repeat that?"
-  * Always identify the source of the information first, before giving it. For example, "I'm reading from the 2020 edition of ____, and it says..."; or "I have the 2020 ___ encyclopedia website on my screen, and it says...". Both the title and the date of the source are important, so the patron can evaluate the currency and accuracy of the information.+  *Always identify the source of the information first, before giving it. For example, "I'm reading from the 2025 edition of [name of publication], and it says..."; or "I have the 2025 [name of] encyclopedia website on my screen, and it says...". Both the title and the date of the source are important, so the patron can evaluate the currency and accuracy of the information.
   * Use a standard follow-up question to end the interview, such as, "Does that completely answer your question?".   * Use a standard follow-up question to end the interview, such as, "Does that completely answer your question?".
  
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   * Remember that customer service to patrons is your primary responsibility.   * Remember that customer service to patrons is your primary responsibility.
-  * Apply professional ethics. You will learn more about reference ethics in Module 6 see [[module_6_ethics_and_legislation_ref-ex|Module 6 Ethics and legislation]] +  * Apply professional ethics. You will learn more about reference ethics in Module 6 see [[module_6_ethics_and_legislation_ref-ex|Module 6 Ethics and legislation]]. 
-  * Use the techniques discussed in Module 2 reference interviews see [[module_2_reference_interview_skills_and_question_types_ref-ex|Module 2 Reference interview skills and question types]]+  * Use the techniques discussed in Module 2 reference interviews see [[module_2_reference_interview_skills_and_question_types_ref-ex|Module 2 Reference interview skills and question types]].
   * Be positive and helpful.   * Be positive and helpful.
  
module_3_people_skills_reference_behaviours_ref-ex.1741776650.txt.gz · Last modified: 2025/03/12 05:50 by sarahfearnley