I attended the webinar “Difficult Discussions with Patrons: Using Jefferson Fisher’s Book the Next Conversation” by Steve Albrecht
Nobody likes to hear bad news and most people hate being told what to do.
How we tell people what they can and cannot do in a library has an effect on how people react. I was able to take away some techniques that will help me better communicate with both patrons and fellow staff members at our library.
The most important point that I took away from this presentation was that our reactions have an important part in the way the communication will be received. We need to listen, take a pause to regulate the conversation in the way that it needs to be without anger so that you may be direct and lead with the conclusion so as to allow the patron to know that this is what I am talking with you about. Only discuss one issue as the more issues raised, the less productive..one purpose one direction.
There are many wonderful techniques to take away and apply to our library.
Thank You for making possible for me to attend this webinar.