Full Description
Support staff in all types of libraries must work together in a variety of situations. This is both a textbook and on-the-job manual covering the skills and behaviors necessary for effective teamwork and communication. Trained library support staff should know the basic concepts of interpersonal relations, customer service, teamwork, and communication. The range and diversity of staff in today's library requires that support staff understand and implement these basic principles.
The chapters of this book are carefully and purposefully aligned with the new American Library Association - Library Support Staff Certification (LSSC) competency standards for Communication and Teamwork. Each chapter begins with the LSSC Competencies that are to be addressed, a help to instructors who use this book as a teaching text. This is followed by a list of topics that will be covered as well as a glossary of key terms. Chapters are then broken into easily readable sections that relate back to the key terms. No other book is available that uses the ALA-LSSC standards as the focus for teaching through practical examples how library support staff can effectively use them on the job.
Other books on this topic are written at a level that is aimed for professional librarians and not support staff. However, 85% of library support staff do not hold professional degrees. Written in clear language, this book will help library support staff become effective public service personnel.
Contents
List of Illustrations
List of Tables
Preface
Acknowledgements
Editorial Advisory Board
1Interpersonal Relationships and Teamwork
2Communication Styles and Needs
3Library Climate, Conflict, and Resolution
4 Effective Communication Skills
5Proactive Customer Service
6Verbal and Nonverbal Skills for Positive Interaction
7Teaming, Decision-Making, Handling Sensitive Information
8Team Member Responsibilities
9Constructive Feedback
10Project Management
Glossary
Index
About the Author
