Thirst for Knowledge

I've been quiet on this blog during my vacation from library-related activities.  I've been finding myself away from the computer ... and racing around ... mentally as well as physically.

I've been learning ... or trying to to learn.

My last day of work before vacation ... my first customer of the day ... I saw an "older gentleman" (as my professional co-worker would say) on crutches ... gingerly making his way over to me: "Good morning.  How can I help you?"  I gathered that he wanted to make a copy but had no library card.  I explained the procedure for this circumstance: "You'll need a card to get the machine to work.  If you go to the front desk with your ten cents, you can get a Courtesy Card."  The patron replied, "I want you to make the copy."  I read his tone as slightly demanding, and I asserted that the copiers were self-service but that I would show him how to use it once he had a card.  In perfect measure the older gentleman responded, "I'll go to the post offiice then."

...


I didn't know what to say.  I had relayed the information. I was ready to help in the way I could ...
I watched him crutch away and  felt unhappy about the interaction.

...

What would you have done?



I recently bought this at Rogers Farmer's Market!  Smart People DO Thirst for Knowledge!



After this experience, I immediately consulted with a colleague.  I feel my reactions weren't the best human response, but I wonder how to work that into "policy."

I've learning about these topics of communication and emotion in my personal life as well ... Which reminds me, I need to update my Shelfari shelf ...

Nonviolent Communication (quotes)

Things to think about while helping an angry person:

Nonviolent Communication: A Language of Life by Marshall B. Rosenberg

"Behind all those messages we've allowed ourselves to be intimidated by are just individuals with unmet needs appealing to us to contribute to their well being." (99)

"...messages previously experienced as critical or blaming begin to be seen for the gifts they are: opportunites to give to people who are in pain." (100)

Customer Service: The Need for Apology, Empathy, and Explanation (A Personal Story)

10:02 p.m.

I huff and I puff and I snuff and I rush
From concourse B
to concourse D

This was after the shuttle bus drove past
the assigned pick up location on my receipt
at

3:10 p.m.
The shuttle drove past
I called the company on the phone
Who said, “Well, we can’t get another driver there for an hour”
in a WAY less than empathetic tone
So I hail a cabbie who was as nice as could be
He had another passenger already – which was lucky for me
Since the cash I was carrying wouldn’t suffice
And the Bloomsbury vendor was generous and nice
She loaned me some cash and told a great story
About her harrowing trip in
Which made this (so far) mishap boring
(She almost missed her flight after locking her keys in her car
and sat next to a long-toed passenger who was truly bizarre.)

At 5:40 p.m.
I’m at Gate D4, but nobody’s boarding
And I wasn’t sure
So I approach Delta staff to make sure that I’m right
With less than three words, she confirms it’s my flight
But neglects to inform
that the plane is delayed because of a storm
Concerned about my connecting flight
I stand in line again to make sure I’ll be alright
Another staff member (tone equally cool)
States “You’ll be fine” in a way that makes me feel like fool

At 10:00 p.m.
As I exit this first flight and see my gate
It’s “BOARDING” – If I don’t run, I’m going to be late!
I huff and I puff and I snuff and I rush
From concourse B to concourse D
“Excuse me! Excuse me!”
Of course, you know, I didn’t “make it in time”
And when I get there, I’m second in line
The unfriendly staff doesn’t bat a lash
As she ignores my sweat and my un-Olympic dash
Instead of a smile and “Sorry” and soothing explanation
She ignores my communication
What is she doing ?!
Staring at her computer screen -- apparently, she’s made me another reservation


There’s much more to tell both in detail and plot
But for a rhyming poem… I’d rather not

Let’s stop the story here and just jump to the moral:

Customer Service is communication in words and in tone –
After an inconvenience,
Apology, Empathy, and Explanation is the touchstone.

Indeed, my customer service awareness and skills during yesterday and today
Have improved 100% -- a GREAT conference take away.

Customer Service: Solve the Problem (Quote)

"Your job is to solve the problem, not to determine who is at fault."
From "Respond Confidently to Customer Complaints" in First-Rate Customer Service newsletter issue 595

Communicating with (Pessimistic) Patrons

NOTE TO SELF ... TRY THESE PHRASES:

I have noticed that ...
It seems that ...

I wish I could ...
I can ...

Even though I can't ____, I can ______

What questions do you have about ______

How would you like to see this resolved?

You did not receive good service, and I apologize for that failure on the part of our organization.

(I found these in a notebook without a citation.  They are probably from Communication Briefings: http://communicationbriefings.com/)

Middle Schoolers: Management and Moon Over Manifest

Here's a great compilation of after school, "tween" crowd control from the members of the Public Libraries: Young Adults and Children (PUBYAC) internet discussion list:

https://docs.google.com/document/d/1HZkbDOz9SrqmxpJHxjf5ahrbPwvjXiD7cpuH1uk-g-o/edit?authkey=CI3Y-7QF&hl=en&pli=1#

Moon Over Manifest
I'm about one hundred pages into the story, which seems pretty telling to me, since the last straight text, fiction book I actually finished reading the old school, physical book way was ... hmmmmm ... (I mostly listen to fiction stories on CD or mp3. I tend to read graphic novels, biographies, graphic novel memoirs, or bits of nonfiction books.)

So far, I'm reminded of the recent past Newbery winners ... the desert dryness in the Higher Power of Lucky (2007) and the magical mystery and importance of writing (letters/notes) and story in When You Reach Me (2010).

Conflict Resolution and Classroom Management

Conflict Resolution with Preschoolers

1. Approach calmly, stopping any hurtful actions.

2. Acknowledge children's hurt feelings.

3. Gather information.

4. Restate the problem.

5. Ask for ideas for solutions and choose one together.

6. Be prepared to give follow up support.


From Real Science in Preschool: Here, There, and Everywhere by Polly Neill.

Classroom Management

1. Reduce a child's agitation. Acknowledge his/her feelings by:
A. Identifying it: "You sound disappointed. It can be upsetting when ..."

B. Accepting the feeling, but not the harmful action: "You are so disappointed that you are ... I can't allow that, but you can ..."

2. Open the line of communication.
A. State your expectations.

B. Describe the problem and your disapproval or reactions/feelings to it instead of accusing.

C. Point out a way the child could be helpful.

D. Instead of criticizing, point out what needs to be done: "All this poem needs now is correct spelling, and it's ready for the bulletin board!"

3. Help the child or student resolve a problem.
A. Brainstorm together. Write down all ideas without evaluating.

B. Give information.

C. Talk about consequences and how to put certain ideas into action.

D. Offer a choice.

4. Reduce desire to misbehave.
A. Look for opportunities to praise the child or put him in a situation where he can view himself differently.

B. Let the child overhear you say something positive about her.

C. Model the behavior you would like to see.

D. Remind the child of past accomplishments.


Adapted from How to Talk So Kids Can Learn: At Home and in School by Adele Faber and Elaine Mazlish