Updated October, 2012
Library Support Staff need to communicate effectively with library users, library staff, and others in a variety of situations to offer high-quality customer service.
- Library Support Staff (LSS) know the basic concepts of interpersonal relations, customer service, teamwork, and communication.
- LSS select the most appropriate medium for communicating based on the language, communication styles, and needs of library users and colleagues.
- LSS resolve conflict in a positive and productive manner and judge when to refer situations to a supervisor.
- LSS understand and use effective communication skills to enhance approachability and to transmit information.
- LSS practice proactive customer service by anticipating and maintaining awareness of users’ needs.
- LSS use effective verbal and non-verbal skills that provide the library user with a positive interaction.
- LSS know and use the tools of delivering difficult or sensitive information.
- LSS participate effectively on teams, commit to meeting agreed-upon goals and objectives, communicate respectfully and professionally, and support team decisions.
- LSS seek, give, and accept constructive feedback from co-workers, supervisors, and users.
Communication and Teamwork 2012 (Word Document Version)
Communication and Teamwork 2012 (PDF Version)