1. What You Say Without Saying a Word… Co mmunication in Libraries

2. Communication in libraries How many in a day? Emails Phone calls Interactions Confrontations Social media posts

3. Our work calls for us to be expert communicators.

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

5. The Need Impact on our service, patrons, and communities Every action strengthens or weakens the quality of our end product.

6. Shannon and Weaver (1949) Model of Communication

7. 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. (???????)

8. Revised for face to face communication Sender NOISE Receiver Sender =Patron Noise=???? Receiver=Staff And vice versa

9. 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.

10. Physiological Noise Distraction caused by internal factors that affect how we feel and think. Hunger Fatigue Pain

11. 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)

12. Psychological noise Qualities in us that affect how we communicate and interpret others. Past experiences Unconcious prejudice Preoccupation Defensive feelings

13. Semantic noise… Exists when words themselves are not mutually understood. Language barriers Linguistics Age Demographics Jargon Technical lingo

14. 1 st Impressions Power of the 1 st 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

15. How long? Careerrealism.com =30 seconds

16. How long? Business Insider and Forbes = 7 seconds

17. How long? Pyschologicalscience.org =1/10 of a second

18. You have 1/10 of a second to get it right so… Evaluate your NOISE

19. What creates a first impression? Expression Body language Demeanor Mannerisms Dress

20. Solutions Awareness Acknowledgment Intent Opportunity

21. Awareness Think about the NOISE that is present in your interactions, particularly a confrontational situation Use this awareness to remove the barriers that you can control.

22. Intent Identify the intent of your communication Approach your interactions with your end goal in mind What are you trying to accomplish?

23. Acknowledgement Greetings and farewells Names and personal details Empathy Apologies and celebrations

24. Acknowledgement Have the time and consideration to articulate “Why”. Don’t just say “No”, rather “This won’t work because…”

25. Opportunities Every interaction is an opportunity to change a negative perception OR reinforce a positive perception. So….

26. Practice active listening Listening with all your senses Fully concentrating on what is being said as opposed to passive hearing. Signs: Non-verbal Verbal

27. Verbal participation signs Remembering Clarification Questioning Reflection Summarization (“I am hearing you say…”)

28. 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

29. Non-verbal is tricky Less conscious control over non-verbal Based on emotion and instinct

30. Non-verbal is powerful https://www.youtube.com/watch?v=Ks-_Mh1QhMc Amy Cuddy, Psychologist, Harvard University

31. Oration skills Speak honestly Speak sincerely Speak passionately Speak clearly

32. Other communication mediums

33. 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

34. 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

35. 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 ?

36. 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.

37. Sources Skills You Need. (2015). What is communication? Retrieved from http://www.skillsyouneed.com/general/what-is-communication.html 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 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 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 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 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.htmlhttp://www.dummies.com/how-to/content/communicating- effectively-for-dummies-cheat-sheet.html