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COMMUNICATION IN THE LIBRARY
Courtney AllisonSoutheast Regional
CoordinatorIndiana State Library
AGENDA• What is good
communication?
• Listening skills
• Sending the right message
• Communication barriers
?
BY THE END, YOU WILL…• Be able to demonstrate active listening
• Have practiced positive phrasing and precise speaking
• Be more aware of non-verbal communication
• Recognize communication barriers
!
WHAT IS COMMUNICATION?
• Understanding
• Complete
• Genuine
ARE YOU REALLY LISTENING?
Skills Test:1Listening
Sender
Receiver
Message
Feedback
Feedback
Skills Test:2Importance of
Feedback
ARE YOU BEING HEARD?
POSITIVE VS. NEGATIVE PHRASING
SKILLS TEST 3“You can’t…”
“You have to…”
“I can’t…”
“That’s great, but…”
“You can”
“Would you please”“I can offer”
“That’s great. We might also…”
SENDING THE RIGHT MESSAGE
Try it: • Architect•Director
• Builder•Observers
•The Architect is to build something with the Director’s blocks•The Director must then give instructions to the Builder in an attempt to have the Builder create an exact replica of the Director's blocks•Director and Builder have their backs to each other with their own set of building blocks
DOES THE SIGNAL MATCH THE MESSAGE?
COMMUNICATION BARRIERS
WRAPPING UP• Understanding
• Complete
• Genuine
• Supportive
NOW…
• How could you change the outcome?
REFERENCES• Cain, Jim and Mary Scannell. The Big Book of Low-Cost Training Games.
McGraw-Hill: New York, 2012.• Cole Miller, Brian. More Quick Team-Building Activities for Busy Managers.
America Management Association: New York, 2007.• Klaus, Peggy. The Hard Truth About Soft Skills. Klaus & Associates: New
York, 2007.• "Non-verbal Communication." Provider's Guide to Quality & Culture.
Management Sciences for Health, n.d. Web. 20 Jan. 2016. • Powell, Melissa. “That’s Not What I Said.” Webinar, available on
WebJunction.• Sheldrick, Catherine and Kirsti Nilsen. Communicating Professionally. Neal-
Shuman: Chicago, 2013. • Statewide Training and Development Services, HRSD Salem Oregon.
“Interpersonal Communication” Workshop.
IMAGE CREDITS4. Paul Shanks: https://www.flickr.com/photos/pshanks/5. Sharon Mollerus: https://www.flickr.com/photos/clairity6. AV Dezign: https://www.flickr.com/photos/avdezign6. Jos van Wunnik: https://www.flickr.com/photos/kristalberg/11. Masayuki Takaku: https://www.flickr.com/photos/yukita12. ArtsyBee: https://pixabay.com/en/users/ArtsyBee-462611/14. Gerd Altmann: https://pixabay.com/en/users/geralt-9301/15. Gerd Altmann: https://pixabay.com/en/users/geralt-9301/16. oe4yla: https://pixabay.com/en/users/oe4yla-503773/17. Gratisography: https://www.pexels.com/u/gratisography/18. Unsplash: https://www.pexels.com/u/unsplash/
