Interpersonal Communication Gender at the Reference Desk Kellie

Interpersonal Communication & Gender at the Reference Desk Kellie Johnson Emporia State University Theoretical Foundations of Service: Diagnosis and Customization

Communicating with Cookie Monster Trying to get your point across to a patron can be frustrating, but don’t let them see you sweat!

Interpersonal Communication Listening Questioning & Responding Feedback Social Styles

Listening �Be willing to listen �Be aware of body language �Nod �Paraphrase to clarify (Baney, 2004)

Questioning & Responding �Open questioning techniques �Give details and avoid jargon �Be aware of body language �Clarify (Baney, 2004)

Feedback �Delivering the information �Listening �Be aware of body language �Be prepared to repeat (Baney, 2004)

Social Styles �Know your style �Know others’ styles �Adapt your style �Work with other styles (Baney, 2004)

The Reference Encounter Attitude Relationship Quality Approachability

Attitude “Library users in academic settings place a high degree of significance on the attitude and personal qualities of the librarian giving reference assistance; Some users valued interpersonal aspects more than their receipt of information; Librarians also perceive relationship qualities to be important in the success of reference interactions (although to a lesser degree than the users). ” (Radford, 1999, p. 104)

Relationship Quality “. . . when information was unavailable or incomplete, librarians believed the interaction to be unsuccessful. Users, on the other hand, thought the interaction was successful if the librarian was pleasant and tried to help them, even if the information was not obtained. ” (Radford, 1999, p. 120)

Approachability “If I know where it is, why should I bother her? I mean she's only here if I absolutely, necessarily need her. ” (Radford, 1999, p. 114) “. . . users mentioned negative affect when the librarian seemed distracted or inattentive. ” (Radford, 1999, p. 123)

Gender Communication Metamessages Report vs. Rapport Genderlect

Metamessages �Asymmetrical �Superior knowledge �Tonality �Mixed message (Tannen, 2001)

Report vs. Rapport �Report-talk �Impersonal information �Rapport-talk �Personal information (Tannen, 2001)

Genderlect �Cross cultural communication �Manage a contest �Building a community �Adapting to the dialect (Tannen, 2001)

The Bad and the Good Aukland City Libraries demonstrate how not to do a reference interview and then changes it for the better.

References Aukland City Libraries. (2009). The Reference Interview [video file]. Retrieved from http: //www. youtube. com/watch? v=pfd 3 w. Pp. H 1 t 0&feature=related Baney, J. (2004). Guide to interpersonal communication. Upper Saddle River, New Jersey: Pearson Prentice Hall. Radford, M. L. (1999). The reference encounter: Interpersonal communication in the academic library. Chicago: Association of College and Research Libraries. Sesame Street. (2009). Sesame street: Cookie monster in the library [video file]. Retrieved from http: //www. youtube. com/watch? v=W 3 ZHPJT 2 Kp 4&feature=related Tannen, D. (2001). You just don't understand: Women and men in conversation. New York: Quill.