Communication Processes in Public Services. How we say it; not just what we say!. NLA/MPLA Conference. ‘Basque’ in Knowledge: Read It, Hear It, Know It @ Your Library November 7, 2003 Incline Village Lake Tahoe. Why am I here?.
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How we say it;
not just what we say!
‘Basque’ in Knowledge:
Read It, Hear It, Know It @ Your Library
November 7, 2003
Specifically, what is it you want to know about communication?
What aspect of communication do you want to improve in your library?
What do you think are the causes of any communication problems in your library?
Effectively sending & receiving the message
Knowledge and/or education
Physical arrangement of space
Power relationships (real and/or perceived)
Other variables?Variables include . . .
Body Language: How we move and how we posture
Facial Expressions: Gender differences especially in amount of smiling
Body Posture: Amount of space, relaxed or formal, types of movements, restless or at rest
Decoding Abilities: The ability to figure out other’s feelings based on nonverbal clues
Receives little feedback on message & problem
May be emotional
May not be thinking clearly
Receives little empathy or help
Finds concentration difficult
Has a cluttered mind
Is one jump ahead
May be tense with emotion
Concerned with reply
Has a different perceptionPassive Listening: Message sent (facts & feelings) & not fully acknowledged nor understood
Is able to think more clearly
Feels empathy of listener
Is helped to solve problems
Feels better about self
Owns problems & solutions
Makes commitment to solving problem
Has clear mind
Interacts with speaker
Does not make evaluations
Helps speaker to solve and own problems and solutionsActive Listening: Message sent (fact & feelings) & it is acknowledged & understood
Men play meetings like this:
Tend to play meetings like this:
In our consumer environment, the emphasis has shifted to the quality of the relational interaction between client & staff. While the “answer” still matters, it matters less than the human element.
What about the “bad-guy” user?
By December 1st, I will improve my nonverbal communication clarity by:
By December 1st, I will improve my verbal / listening communication clarify by:Setting goals for improving your communication skills