CFL Student Employee Training

Communication is a separate Learning Outcome from Approachability, but factors heavily into it. For that reason, it is nested here.

"Language" incorporates both verbal and non-verbal.

Nonverbal:

• Dress for the job and and follow dress code - this first impression is important!
• Sit up straight when they approach the desk
• Give patrons your priority. They come before anything else you may be working on!
• Use effective body language such as nodding and maintaining eye contact
• Smile, be polite, and emit friendly signals
• Be open, responsive, pleasant, and courteous
• Keep the work space clear of homework, water bottles, and snacks - think what it looks like from the other side!

Verbal:

• Listen attentively to the patron's request for information before jumping in.
• Speak clearly when answering.
• If you don't know an answer, (relates to accountability) tell the patron, "I don't know the answer. Let me get some help!"
• We operate with something called a Culture of Yes. That means find a way to always provide a positive interaction.
• We NEVER say
  • I can't
  • I won't
  • We don't
  • It's policy
  • No
  • Unfortunately
• Instead, we state it as a fact, then offer something positive.
  • For example, if someone does not have their library card,
    • We do NOT say: "Unfortunately I can't check your book out today."
    • We DO say: "We do need to have your library card, but here's what I can do for you: Let me show you how to use our self-check machine!"
• When someone says "thanks for the help" - the answer is NOT "no problem." (That implies it MIGHT have been a problem, which can make them uncomfortable or less likely to ask for help again. Instead the correct response is either:
  • "You're welcome!" or
  • "That's what we're here for!"

A few other details to know about this outcome:

• Watch your volume.
  • Sometimes when there are more than two working at the Info Desk, the noise level can carry and distract those trying to study in other spots of the building (and yes - this goes down to first floor as well!)
• Ensure you use appropriate communication to and about patrons, coworkers, and / or others.
  • This includes talking about what people have on their library records, how they behave, or how you perceived them ("that person was so rude..." is not okay to announce at the desk).
• Provide clear instructions. Rather than following that with "does that make sense?" instead ask the person to explain back to you what you told them.
• Enunciate clearly.
• If someone says "thank you" the answer is "You're Welcome" (not "no problem")

A word about written correspondences.

• Emails, notes, daily duties should always be accurate and concise. This might take practice, and your supervisors are happy to work with you on this!
• Libstats - this is where we record all the questions that come in throughout each day. Please be mindful not to make fun of situations, names, etc. Everyone in the building can see these, and they are used for reporting out to national statistics.