what you say without saying a word… co mmunication in libraries

What You Say Without Saying a Word…

Communication in Libraries

Communication in libraries

How many in a day?Emails

Phone calls

Interactions

Confrontations

Social media posts

Our work calls for us to be expert

communicators.

“…understand that you are 50% of every interaction and every relationship – not more, not less — so be fully accountable for your part.” Kathy Caprino

The Need

Impact on our service, patrons, and communities

Every action strengthens or weakens the quality of our end product.

Shannon and Weaver (1949) Model of Communication

S & W's original model consisted of

five elements: Sender :  The originator of message or the information source selects desired message. (Library Director)

Encoder : The transmitter which converts the message into signals. (Email sent)

Decoder : The reception place of the signal which converts signals into message. A reverse process of encode. (Email received)

Receiver : The destination of the message from sender… (Staff)

Noise:  The messages are transferred from encoder to decoder through channel. (???????)

Revised for face to face communication

Sender NOISE Receiver

Sender =PatronNoise=????Receiver=Staff

And vice versa

What is NOISE?!

Physiological noise is distraction caused by internal factors that affect how we feel and think.

Physical noise is interference in our environments, distractions made by others.

Psychological noise refers to qualities in us that affect how we communicate and interpret others.

Semantic noise exists when words themselves are not mutually understood.

Physiological Noise

Distraction caused by internal factors that affect how we feel and think.

Hunger

Fatigue

Pain

Physical Noise

Interference in our environments, distractions made by others.

Auditory sounds (chatter, phones ringing, music, crying)

External barriers (folded arms, desks, counters, space between bodies, bright lights, extreme temperatures)

Psychological noise

Qualities in us that affect how we communicate and interpret others.

Past experiences

Unconcious prejudice

Preoccupation

Defensive feelings

Semantic noise…

Exists when words themselves are not mutually understood.

Language barriersLinguistics

Age

Demographics

Jargon

Technical lingo

1st Impressions

Power of the 1st impression“New research suggests that first impressions are so powerful that they are more important than fact” –Psychcentral.com

“Positive first impressions lead to social cohesion; negative first impressions lead to biases and social prejudice” –Psychologytoday.com

How long?

Careerrealism.com =30 seconds

How long?

Business Insider and Forbes = 7 seconds

How long?

Pyschologicalscience.org =1/10 of a second

You have 1/10 of a second to get it right

so…Evaluate your NOISE

What creates a first impression?

Expression

Body language

Demeanor

Mannerisms

Dress

Solutions

Awareness

Acknowledgment

Intent

Opportunity

Awareness

AwarenessThink about the NOISE that is present in your interactions, particularly a confrontational situation

Use this awareness to remove the barriers that you can control.

Intent

Identify the intent of your communicationApproach your interactions with your end goal in mind

What are you trying to accomplish?

Acknowledgement

Greetings and farewellsNames and personal details

Empathy

Apologies and celebrations

Acknowledgement

Have the time and consideration to articulate “Why”.

Don’t just say “No”, rather “This won’t work because…”

Opportunities

Every interaction is an opportunity to change a negative perception OR reinforce a positive perception.

So….

Practice active listening

Listening with all your senses

Fully concentrating on what is being said as opposed to passive hearing.

Signs:Non-verbal

Verbal

Verbal participation signs

Remembering

Clarification

Questioning

Reflection

Summarization (“I am hearing you say…”)

Non-verbal participation

Eye contact

Facial expressions

Para-language (pitch, tone, speed of speech)

Proxemics (closeness or personal space)

Posture

Physiological changes (sweating, blinking)

Refrain from distraction

Non-verbal is tricky

Less conscious control over non-verbal

Based on emotion and instinct

Non-verbal is powerful

https://www.youtube.com/watch?v=Ks-_Mh1QhMc

Amy Cuddy, Psychologist, Harvard University

Oration skills

Speak honestly

Speak sincerely

Speak passionately

Speak clearly

Other communication mediums

Electronic communication –Email tips

Emails are forever

Intentional wording

Avoid “stream of consciousness” writing

Proof-read

NEVER TYPE IN ALL CAPS

Avoid extensive use of punctuation!!!!!!!!

24 hour turn around

Carbon copy with care

Take advantage of the opportunity

Phone

Identify yourself as part of your organization

Take the call whenever possible

Avoid long holds

Realize you don’t have the benefit of body language and choose words carefully

Follow up and follow through-return calls

Social media

Don’t underestimate the power of social media

Be judicious with your friendships

Be aware of what your online persona says about you or your organization

Post photos with care

Resist the temptation to rant

?

Final thoughts

Celebrate the good stuff -learn from that too.

Every communication is an opportunity…Capitalize on this. For yourself. For your patrons. For your profession.

SourcesSkills You Need. (2015). What is communication? Retrieved from http://www.skillsyouneed.com/general/what-is-communication.html

Cuddy, A. (2012). Your body language shapes who you are. Retrieved from https://www.youtube.com/watch?v=Ks-_Mh1QhMc

Wood, J. (2014). The power of a first impression. Psych Central. Retrieved from http://psychcentral.com/news/2014/02/15/the-power-of-a-first-impression/65944.htm

Dobrin, A. (2013). Am I right? Pyschology Today. Retrieved from http://www.psychologytoday.com/blog/am-i-right/201302/the-power-first-impressions

Heathfield, S. (2014). Why “blink”matters: The power of first impressions. About.com. Retrieved from http://humanresources.about.com/od/workrelationships/a/blink_effect.htm

Brounstein, M. (2001). Communicating effectively for dummies: Cheat sheet. Retrieved from http://www.dummies.com/how-to/content/communicating-effectively-for-dummies-cheat-sheet.html