Getting up started
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The document discusses improving library services through positive patron engagement. It emphasizes understanding patron needs, effective communication, and proper etiquette. The key points are: 1. Libraries have internal and external patrons with different information and relationship needs. 2. Patrons communicate in aggressive, passive, or assertive styles, and libraries must handle each sensitively to avoid negative outcomes. 3. Proper communication involves listening, acknowledging patrons, confirming understanding, and following up to resolve issues respectfully. 4. Libraries should treat all patrons professionally and with empathy to build goodwill through service.
Getting up started
- 1. Getting Up started: A Positive Approach to Library Services By Eric Godwin Martyns Institutional Repository Administrator Systems Unit martynseric@gmail.com & Anita Ann Amando E-Resources Librarian Systems Unit @ The Bauchi Road Campus Library University of Jos 5th August, 2014
- 3. Where we want to be
- 4. How do we get to where we want to be?
- 5. Understanding Our Patrons ďźA patron is a customer, especially a regular customer. We all have INTERNAL and EXTERNAL patrons and in developing and adopting a positive service philosophy, it is important to understand their needs and build rapport.
- 6. External Patronsâ Needs ďź Information ďźQuery Resolution
- 7. Internal Patronsâ Needs ďźInformation ďźRespect ďźGood working relationship ďźConducive work environment
- 8. Patronsâ Communication Style Our patronsâ communicate with us in different styles and it is important for us to recognise these styles and to match our behaviour and response in order to meet their needs.
- 9. Patronâs Communication Style Contâd 1. Aggressive Patron a. Rude b. Inpatient c. Frustrated d. Abusive e. Domineering f. Angry g. Interrupts/monopolises communication exchange.
- 10. Quick Chat What might be the result of a poorly handled aggressive patron?
- 11. Patronâs Communication Style Contd 2. Passive Patron a. Introvert b. Indecisive c. Indifferent d. Difficult in expressing own want and needs
- 12. Quick Chat ⢠What might be the result of a poorly handled passive patron?
- 13. 3. Assertive Patron a. Talks in a command tone b. Can be domineering c. Well informed d. Can be rigid e. May sometimes be rude f. Confident/self-aware/flexible g. Express honestly and direct
- 14. Quick Chat What might be the result of a poorly handled assertive patron?
- 15. Communication Fundamentals What is communication? Communication is the process of transferring information from one person to another with both parties having a good understanding of the message that is being passed across.
- 16. Characteristics of Communication ďźInformation transfer ďźProcessing ďźBoth the sender and the receiver are actively involved in a communication system, and the quality of communication varies
- 17. Communication Composition ďź38% of our communication to others is a result of our verbal behaviour, which includes tone of voice, timbre, tempo and volume. ďź7% of what we communicate is the result of the words that we say, or the content of our communication. ďź55% of our communication to others is a result of our non-verbal communication, or facial expression, body posture, breathing, skin colour and our movements.
- 18. Communication Methods Communication Method Verbal Non-Verbal Speaking Listening Skills Questioning Body Language
- 19. Food For Thought Listening is as important as talking, sometimes more important than talking.
- 20. Communication Etiquette What is Etiquette? The customs or rules governing behaviour regarded as correct or acceptable in social or official life. Bad etiquette in communication 1. Shouting down patrons 2. Ignoring patrons 3. Not making eye contact when spoken to 4. Bad mouthing patrons in their presence or absence 5. Insulting patrons 6. Getting physical with patrons 7. Avoid Eating and talking to patrons 8. Avoid mannerism and jargons during conversation
- 21. Communication Etiquette Model Greeting Listening Acknowledging Probing Confirmation Solution & Action Plan Farewell Preparation
- 22. Guide Line in attending to a patron ⢠Be professional , use appropriate greeting e.g good morning/afternoon. Donât be the first to speak vernacular if the patron does not communicate to you with such. ⢠Obtain & verify correct/complete details for resolving the query. ⢠Correctly identify/verify the patronâs query/queries ⢠Educate the patron effectively on services/enquiries ⢠Show empathy ⢠Inform the patron of all the necessary steps taken in resolving the query. ⢠Follow due process in resolving queries, do not extort the patron ⢠Resolve the patronâs query
- 23. Phrases to avoid ⢠âJust give meâŚâ ⢠âThatâs your businessâŚâ ⢠âWhat donât you understandâŚâ ⢠âListen to meâŚâ ⢠âI will repeat myself for the last timeâŚâ ⢠âLet me finishâŚâ ⢠âI just told you thatâŚâ ⢠âYou have toâŚâ
- 24. Phrases to adopt ⢠âPleaseâŚâ ⢠âMay IâŚâ ⢠âKindlyâŚâ ⢠âCould you pleaseâŚâ ⢠âPlease have a seatâŚâ ⢠âSorry to have kept you waitingâŚâ
- 25. Our Expected Outcome At the end of this presentation we expect that we have a change of mind and attitude towards our patrons irrespective of tribe, gender or age.
- 26. Conclusion ⢠This was a brief look at how Library managers can improve relationships between the library and its patrons. ⢠Hopefully this has given us new ideas that we can implement in our library.
- 27. References ⢠MTN Quality Assurance Student Guide. 2011 ⢠MTN Customer Service Student Guide. 2011
- 28. Thank You