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How can library staff ensure patrons feel heard and understood?

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Library staff play a vital role in providing quality service to patrons, especially in times of uncertainty and change. However, delivering effective service is not only about providing information and resources, but also about creating a positive and respectful relationship with patrons. One of the key skills that library staff need to develop is the ability to listen and communicate with patrons in a way that makes them feel heard and understood. In this article, we will explore some of the benefits and challenges of listening and communicating with patrons, and share some tips and strategies to improve your library customer service skills.

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Justin Choi

Historian | Writer | Librarian | Dispenser of Knowledge and Wisdom

1 Why listen and communicate with patrons?

Listening and communicating with patrons is not only a courtesy, but also a necessity for library staff. This allows you to gain a better understanding of their needs, preferences, and expectations, so you can provide them with relevant and accurate information and solutions. Additionally, it helps to build trust and rapport with patrons, as well as identify and address any issues or complaints they may have. Furthermore, you can learn from patrons' feedback and suggestions to improve your library services and programs. Lastly, it enhances your own professional development and confidence while providing new insights and perspectives from patrons.

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Beatriz Hernando Robledo

???Técnico auxiliar de Bibliotecas | Pensadora de proyectos
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Escuhar a los usuarios permite realizar un mejor servicio y solucionar problemas que nosotros no vemos. Por ejemplo: cuando se quedan sn wifi, cuando necesitan más enchufes para sus ordenadores o simplemente para dar con el libro adecuado que resuelve sus necesidades de aprendizaje. En mi caso, estos últimos meses ha servido para arreglar problemas relacionados con el horario de apertura o mejorar las habilidades con un programa informático.Nos permite saber qué podríamos a?adir talleres o cursos de alfabetización informacional (mostrar cómo funciona el OPAC, cómo pueden hacer una reserva en línea o usar el libro electrónico)

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2 What are the challenges of listening and communicating with patrons?

Listening and communicating with patrons may seem straightforward, but it can also be difficult for library staff. You may find yourself dealing with complex patron needs, questions, and requests, as well as handling difficult or emotional patrons. Additionally, you may need to communicate with patrons who have different communication styles, preferences, or barriers. On top of that, you must balance the demands of multiple patrons, tasks, and priorities while managing your time and resources effectively. It is important to recognize the potential for stress, fatigue, or burnout and to take steps to maintain your motivation and enthusiasm.

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Beatriz Hernando Robledo

???Técnico auxiliar de Bibliotecas | Pensadora de proyectos
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Los desafíos se presentan cuando hay una barrera física que nos impide la comunicación, o la difculta, por ejemplo las pantallas anticovid que se instalaron en algunos mostradores. En el caso de la comunicación con el público infantil un mal diselo de mostrar de prétamo dificulta que ellos sean autonómos para que se acerquen y nos comuniquen sus dudas.

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3 How to listen and communicate with patrons effectively?

To effectively listen to and communicate with patrons, you need to develop essential skills and techniques. Active listening involves paying full attention to the patron, without interrupting, judging, or jumping to conclusions. Show interest and empathy by using verbal and non-verbal cues, such as nodding or smiling. Asking open-ended questions invites patrons to elaborate or explain more information. Provide clear and concise information without using jargon or technical terms, and check for understanding. Use positive and respectful language that conveys courtesy, appreciation, and professionalism. Giving and receiving feedback is important for exchanging constructive and honest feedback with patrons. Express gratitude or appreciation when appropriate, and apologize when necessary.

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Justin Choi

Historian | Writer | Librarian | Dispenser of Knowledge and Wisdom
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When listening to a question, I notice there are three layers: the question they just asked, the question they really want answered, and the follow up question. Even if the question is where a book is located by call number, I can tell the patron still has questions. That is when I ask additional questions - like in a school setting: "Which class is this for?" "Is this for an assignment?" "What's the nature of the assignment - a short answer or your midterm paper?" With each answer, you can peel back the layers and answer the question that they really want answered.

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4 How to practice and improve your listening and communication skills?

Practicing and improving your listening and communication skills with patrons can be achieved with reflection and dedication. Seek out opportunities to interact with different types of patrons, and ask for feedback from colleagues, supervisors, or mentors. Consider your own listening and communication habits, and challenge yourself to try different approaches or techniques. Learn from other library staff, and take advantage of professional development opportunities such as workshops, webinars, courses, or books to enhance your skills. Sharing experiences, challenges, and best practices with others is also beneficial.

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5 How to measure and evaluate your listening and communication skills?

Listening and communicating with patrons is not only a skill, but also a performance indicator for library staff. To measure and evaluate your listening and communication skills, and track your progress and impact, it is important to use quantitative and qualitative data such as patron surveys, feedback forms, comments, ratings, or testimonials to assess satisfaction and loyalty. Performance reviews, appraisals, or self-assessments can measure achievements and goals, while benchmarks, standards, or best practices can be used to compare your skills with peers or industry leaders. Additionally, personal or professional development plans can be used to set objectives and actions as well as monitor progress and results.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can library staff ensure patrons feel heard and understood?

1

2

3

4

5

6

1 Why listen and communicate with patrons?

2 What are the challenges of listening and communicating with patrons?

3 How to listen and communicate with patrons effectively?

4 How to practice and improve your listening and communication skills?

5 How to measure and evaluate your listening and communication skills?

6 Here’s what else to consider

Library Services

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How can library staff ensure patrons feel heard and understood?

1

2

3

4

5

6

1 Why listen and communicate with patrons?

2 What are the challenges of listening and communicating with patrons?

3 How to listen and communicate with patrons effectively?

4 How to practice and improve your listening and communication skills?

5 How to measure and evaluate your listening and communication skills?

6 Here’s what else to consider

Library Services

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