Effective Communications

Effective Communications A Programme specially developed for The Twenty first century Librarian Under the auspices of MADRAS LIBRARY ASSOCIATION SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

LIBRARIANS –Part of the Management team! • In companies across the country, corporate libraryscience specialists are integral parts of the management team, as they track and organize information on products, trends and markets. In hospitals, these information experts organize the barrage of material on medical developments. In law libraries, museums, research centers, universities and government agencies, libraryscience experts handle the complicated and important job of managing the world's information. SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

LIBRARIANS – an important link • And yes, they also work at the local library -- a familiar face, a helping hand, and resident expert to patrons of all ages. Whether running a story-hour for preschoolers, helping senior citizens navigate the World Wide Web, or choosing books for a library's collections, libraryscience specialists are the local authorities on information and access. SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

The advent of Technology • Libraryscience specialists use the latest in informationtechnology to connect people with information. They make a measurable difference to the bottom line of corporations, contribute enormously to the efforts of medical researchers, and assist lawyers who are preparing cases. They also have an enormous impact on how Internet information is organized and delivered. If you enjoy the challenge of searching for answers, and you like working with people, a career in libraryscience and instructional technology might be right for you. SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Library and Information Science • Library and information science (LIS) is the study of issues related to libraries and the information fields. This includes academic studies regarding how library resources are used and how people interact with library systems. • Basic topics in LIS include: acquisition, cataloging, classification, and preservation of library materials. • LIS should not be confused with information theory, the mathematical study of the concept of information or informationscience a field related to computer science and cognitive science SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Difference between LIS and librarianship • LIS is distinct from librarianship, in a way analogous to the difference between medicine and doctoring. Librarianship, the application of libraryscience, comprises the practical services rendered by librarians in their day-to-day attempts to meet the needs of library patrons. • Many practicing librarians do not contribute to LIS scholarship but focus on daily operations of their own library systems. Other practicing librarians, particularly in academic libraries, do perform original scholarly LIS research and contribute to the academic end of the field. SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

The Role of the Modern Librarian • We can thus see that a “Librarian” is an important link between a seeker of knowledge and that knowledge itself • With technology having made rapid strides, the question which is often asked is: ARE LIBRARIANS REDUNDANT? SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Resources needed for an effective Librarian LIBRARY CONTENT LIBRARY SERVICES ACADEMIC KNOWLEDGE LIBRARIAN HARDWARE & SOFTWARE CONNECTIVITY SOFT SKILLS SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

This evening….. We shall focus on one of these resources: Soft skills And of the many soft skills needed we shall take a closer look at EFFECTIVE COMUNICATIONS SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

The gamut of Communications • The nature of Communications • Some common communication problems • Effective speaking • Better listening • The art of reading • Communication at work SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

COMMUNICATION • Communication is the “sharing” or “imparting” of knowledge • It is a two way street • It is the transfer of thought from one source to another • It involves THREE elements – • The Sender or Speaker • The Receiver or Listener • The Medium of Communication SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Communication Is the knitting which holds organisations together – and the thread which keeps coming apart Is the greatest single influence on organisational effectiveness Needs a lot more effort and sensitivity than is often shown Is based on assumptions, and debased by assumptions (no matter how hard you try) Cannot be perfected SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Hometruths Most of us are poor communicators and very poor listeners Few of us try hard to get our message across to others When ‘communicating’ most of us take little advantage of the various media available to us We could all improve our writing skills SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Communication at different levels SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Communication and Sale are anologous THOUGHT OR PRODUCT NO SALE OR COMMUNICATION IS COMPLETE UNTIL OWNERSHIP HAS BEEN TRANSFERRED TO THE BUYER OR RECEIVER MEDIUM SENDER OR SELLER RECEIVER OR BUYER SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

EffectiveCommunication-The Sender How do we communicate? • The Spoken word • The Written word • Body language SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Improving CommunicationsThe Sender • The spoken word • Content – correctness, grammar, expression • Delivery – Diction, intonation, pronunciation • Stand up, speak up, Shut up • Talking less can achieve more • Vanity and verbosity are kindred spirits SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Improving Communications The written word If it’s important, write it down If it’s written down, take it seriously If it is to be taken seriously, write it well Do not inflict on others what you will not accept yourself – sloppy English, misspellings etc. Get the message across, briefly, simply and clearly Understand that many readers are limited by their ability to comprehend and concentrate SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Improving Communications Non Verbal communication Facial expressions – Eye contact, expressions of interest, pleasure, boredom, resentment Tone of voice Body movement Gestures Use of space Change and contrast SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Problem 1 - Lack of CONTACT • To be a good communicator you need to be in contact with: • People • Places • Events • Results SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Solutions to Problem 1 Get out to where the action is • Meet people • Listen to what they have to say • Impart the whole picture to them • Encourage them SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Problem 2 - Lack of CONCERN • Good communicators understand what the other person: • Is saying • Wants to say • Really needs • Will be satisfied with • will be upset with SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Solutions to problem 2 • What comes from the heart is greater than that which comes form the lips or thehands: • Treat every one you communicate with as equally important • Put yourself in the other person’s place • Tell yourself that it takes more effort to please than to displease • Make that additional effort SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Problem 3 - Lack of CONFIDENCE • Most communicators are unsure of: • WHAT to say • WHEN to say it • HOW to say it • The likely RESPONSE • The most appropriate REACTIONto the expected response SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Solutions to Problem 3 • Understand your deficiencies • Commit yourself to improve • Learn the art of good communications • Put into practice • Encourage feedback • Constantly improve SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Problem 4 - Lack of CONTROL • Many communicators show utter disregard for the other person’s: • Time • Opinion • Sensibilities SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Solutions to Problem 4 • Learn to speak less and listen more • Express yourself in simple terms • Start valuing your own and other people’s time • Be sensitive to reactions to your communications • Develop a positive attitude SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Problem 5 -Lack of Courtesy • Courtesy in Communication is more the exception than the rule • In general, courtesy is associated with subservience • In particular, courtesy is critical in customer relationship management • It is invaluable in one’s personal life SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Solutions to Problem 5 • Generous and spontaneous use of words like “may, please, kindly and thanks” • Judicious use of name of the person being communicated with • Display of appreciation • Greater understanding SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Open House Discussions SANJIVINI HUMAN RESOURCES INSTITUTE 04 February 2006

Effective Communications