Slides of Communication

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May 2003 Communications Basics for the Library

Effective Communications




Communication is aPartnership

• I understand you• You understand me

• We work together for a commongoal




Communications CycleModel

InformEngage

MotivateMaintain

1

43

2




“The Verb is the Key”

Inform

• Teach

• Educate

• Promote

Maintain Relationship

• Document

• Inform

• share

Engage• Deliberate

• Discuss

• Build consensus

Motivate to Act

• Convince

• Mobilize

• Persuade




Why Target Audiences?

• Staff time• Budget

• Set priorities

• See through theaudiences’ eyes

• Determine thebest approach

• Focus on theirneeds

Maximize InternalResources

Make External Communications

More Effective




Barriers to Communication

• Assumptions – right or wrong theyget in the way of goodcommunication

• Defensive or negative posture andattitude

• Bad listening skills

• Failure to reach agreedunderstanding




Non VerbalCommunication

• Be neat in appearance• Establish eye contact

• Smile• Establish and maintain an open

posture




Non Verbal Signals

Friendly SloppySuspicious




From “The Tipping Point”

• Even those trained to be “objective” communicate with non-verbal signals

• Non-verbal signals can have asignificant impact on our thoughts

and actions




Body Language

“Get me out of here!” “I’m interested”




Verbal Communication

• Be friendly and direct• Listen actively

• Know what you want to convey• Say it with the right words




The “I”s Have it Exercise




Ask The Right Questions

• Closed– Yes or No

– Brief answers

– Questioner is in control• Open

– Encourage others to talk

– People can answer from their ownknowledge set

– Make little or no assumptions




The Reference Interview

• What can I do tohelp you today?

• What have you doneso far?

• What would you liketo know about X?

• What kind of help

would you like?• What else can you

tell me about X?

• Do you need anyhelp?

• Have you looked inthe catalog?

• Do you want to knowabout X?

• Do you want me to

do X?• Is it this? Is it that?

Ask This…… Not This……




Librarians ready to Serve(ALA Guidelines for Behavioral Performance of Reference andInformational Services Professionals

• Poised and ready to engage• Establish eye contact

• Smile, open body language

• Friendly greeting or move toward patron

• Acknowledge others waiting for service

• Remain visible as much as possible

• Rove and offer assistance




Paraphrase forUnderstanding




Did You Understand?

• Paraphrase what yourcommunication partner just said

• Start by saying, “What I heard you

say….”

• Paraphrase until you both agree on

what was said – this is veryimportant




Paraphrasing Tips

• Be brief, but thorough• Listen for the meaning, not just

the words

• Be open and objective - avoidconfrontation

• Be in the present – don’t jumpahead to how you will respond




Paraphrase forUnderstanding Exercise




Communication Groups

• One-on-one – patrons, customers• Involved groups – staff, discussion

groups, management committees

• Large groups – board of directors,public meetings, the press






Effective Presentations

• Tell them what you’re going to tellthem

• Tell them

• Tell them what you told them




Develop MessagesBegin with your audience, not you

• Understand your audience’s worldview

• Anticipate obstacles to hearing

your message• Know what they are able to hear

and understand

• Think about how they can bechange agents




Develop Messages

• What values do you share withyour audience?

• Why is your issue important to

your audience?

• What do you want them to

think/feel/do?




Develop Messages

• Think of each message as atriangle

• Three key points at a time

• Keep you messages simple andpersuasive




Message Triangle

Why your audienceshould careIssue or Concern

What you want your audience to do, think, or feel

TargetAudience




Message Triangle

You are young and havetime to stop smoking beforeit causes serious healthproblems.

We all know that

smoking increasesyour risk of developinglung cancer or heartdisease and of dying

young.

Call 1-800-QUIT today to learn strategies for kicking the habit.

Smokers 15-19




Message Triangle

A recent survey of teensmokers like you found thatthe majority said thatsmoking is not fun or cooland they wished they could

quit.

Did you know that thepeople you areattracted to are turnedoff by yellow teeth andbad breath caused by

smoking cigarettes?

Join other teens who have stopped smoking at a concertSaturday night at 8:00 at the teen center to learn how you toocan kick the habit.

Smokers 15-19




Keys to Success forMessages

• All messages begin with your audience• Know when to reach people’s heads and

when to reach their hearts

• Know where your audience is in thecommunication cycle

• Use language that is “real,” appropriateand active

• Keep your messages short andpersuasive




Verbal Variety

• Change pitch and inflection• Change pace

• Change volume

• Use pauses




Top 10 Tips(from Toastmasters)

• Know the room• Know the audience

• Know the material

• Relax

• Visualize yourself giving the speech

• Realize that people

want you to besuccessful

• Don’t apologize• Concentrate on the

message, not themedium

• Turn nervousnessinto positive energy

• Gain experience




What about Nerves?

• Have a glass of water handy• If blank – BREATHE

• Ignore “errors”

• Remember your audience wantsyou to be successful

• Look for an open or smiling faceand speak to that person




Presentation Case Studies




Written Communication

• Know your audience• Be brief and accurate

• Write for results

• Use proper grammar and spellcheck




Be Brief to be Understood

• We only skim 90% of what we see• Use the “right words” – not the “most words” to get your point

across

• Remember the goal – to increase

understanding




Clarity in Writing

• Outline what you want to write• Write in inverted pyramid form –

most important information first

• Separate ideas with paragraphs

• Don’t use jargon or acronyms

• Proofread for grammar andaccuracy




Plentiful Proverbs Exercise




Communications CycleModel

InformEngage

MotivateMaintain

1

43

2




Review Homework

• Critique one of the suppliedwebsite examples

• Find a few examples of your own




May 19

• Review Homework• Class presentations of scenarios

• Effective written communications

• Effective communications for theweb

• Communicating in the real world

• Quiz




Happy Cinco de Mayo!!

Documents

Slides of Communication