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ABE/GED/ESL 101

ABE/GED/ESL 101. Tips & Resources for Quality Interactions. Presented by: Debra Kakuk, MA, MLIS. What are the barriers to effective Communication. Inability to articulate, pronounce, spell Lack of eye contact Hesitancy to ask questions Frustration

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ABE/GED/ESL 101

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  1. ABE/GED/ESL 101 Tips & Resources for Quality Interactions Presented by: Debra Kakuk, MA, MLIS

  2. What are the barriersto effective Communication

  3. Inability to articulate, pronounce, spell • Lack of eye contact • Hesitancy to ask questions • Frustration • Unfamiliarity with how Libraries “work” • Fear

  4. How can we overcome communication barriers?

  5. Speak slowly and clearly • Pause after each sentence to give processing time • Avoid using slang or “Library-Speak” • Paraphrase • Don’t raise your voice or repeat yourself • Try different words: • May I help you? • Can I help you? • What can I do for you?

  6. Allow time for articulation • Avoid interrupting to “help” patrons • Listen attentively and watch for verbal and visual cues • BE PATIENT

  7. Use visuals and demonstrations • “Show and tell” really WORKS! • Get a picture dictionary if necessary • Ask patrons to write it if they can’t say it • Remember that eye contact varies by culture • Remain positive, provide reassurance and encouragement

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