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Inclusive Library Team Culture
Jenny Berg, Adam Carlson, Kimbre Chapman & Alice Darnton
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Part one: The Process & How we got here
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Staff ground rules We are Responsible We maintain good attendance
We are on time and prepared We respect confidential information We do what we say we’ll do We communicate expectations We ask for clarification when needed We are Positive We assume the best intentions We take responsibility for our actions and move toward solutions We look for solutions, not fault We support the final decision We remember QTIP (“Quit Taking It Personally”) 3
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We greet others with a smile We show respect for others
We are Courteous We greet others with a smile We show respect for others We say please and thank you We are kindly, respectfully honest and straightforward We relate to each other positively We are mindful of work-appropriate conversations and surroundings We Participate We contribute ideas and solutions We encourage new ideas We are supportive of library activities We share the work We listen to understand 4
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Public service drives decision-Making
We Acknowledge and Celebrate We look for and recognize the good We enjoy our successes and those of others We spread good news and positive energy We do fun things as a group Public service drives decision-Making
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The process of creating the Staff Ground Rules
Staff Development Day September 23, 2013 The process of creating the Staff Ground Rules
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Customer service standards
We are Courteous We greet customers with a smile and words We listen to ensure customers are heard We assume the best intentions of customers We put customer needs ahead of routine duties We demonstrate a patient demeanor We are Engaged We seek out interactions with customers We focus on customers over all else We explain what we are doing We follow up with customers We accompany customers to their destination
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We are Service Oriented
We created options that make it easy for customers to use the library We anticipate and identify the needs of our customers We minimize or remove barriers to success We start with the solution then explain We use language people understand We collaborate for the benefit of our customers We answer the phone and respond promptly to messages
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Public service drives decision-Making
We are Responsible We ask for help when needed We work with efficiency and accuracy We create a safe environment for our customers We are good stewards of public resources We respond in a timely manner We apologize when something goes wrong We use our knowledge of policies to make decisions Public service drives decision-Making
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New written guidelines for patron use of the library
Adopted October 29, 2018
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Part two: Leadership philosophies & Lessons learned
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Core skills and qualities
Interpersonal Customer Focus Teamwork Communication Leadership Disposition Leadership Problem Solving Change and Learning Personal Attributes Positive Attitude Professional Integrity Diversity
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Leadership competencies
Interpersonal Builds Trustworthy Relationships Communicates Effectively People Management Builds Successful Teams Manages and Develops People Business Management Achieves Results Facilitates Innovation and Change Personal Attributes Demonstrates Leadership
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A variety of staff meeting Nancy Pearl last summer!
South Hill Library A variety of staff meeting Nancy Pearl last summer!
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Staff meeting ground rules
We have and follow an agenda We send out handouts and information in advance of meetings We start and end on time We have a check-in question We have an assigned Facilitator, Note Taker and Timekeeper We observe basic conversational etiquette (be respectful, listen, no side conversation) We participate fully in the meeting by attending and contributing We assume positive intent and don’t take things personally We listen for possibilities and we listen to understand We respect different Communication Styles We use a Parking Lot to set aside items that need further discussion, and follow up on these items We document and recap decisions and action items, which are ed with meeting notes We modify ground rules as needed
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Team agreement We respect ourselves, each other and our customers
We are kind to each other We keep a positive attitude We are flexible We give each other time to adjust to change We appreciate each other’s differences We practice effective communication and are active listeners We assume positive intent and don’t take things personally We understand everyone makes mistakes and we forgive mistakes We willingly help each other out We celebrate our own successes and those of others
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Questions?
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Thank you! Jenny Berg, Adam Carlson, Kimbre Chapman (McMinnville Public Library) & Alice Darnton (Pierce County Library System)
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