Description
Book SynopsisSupport staff in all types of libraries must work together in a variety of situations. This is both a textbook and on-the-job manual covering the skills and behaviors necessary for effective teamwork and communication. Trained library support staff should know the basic concepts of interpersonal relations, customer service, teamwork, and communication. The range and diversity of staff in today’s library requires that support staff understand and implement these basic principles. The chapters of this book are carefully and purposefully aligned with the new American Library Association – Library Support Staff Certification (LSSC) competency standards for Communication and Teamwork. Each chapter begins with the LSSC Competencies that are to be addressed, a help to instructors who use this book as a teaching text. This is followed by a list of topics that will be covered as well as a glossary of key terms. Chapters are then broken into easily readable sections that relate back to the key terms. No other book is available that uses the ALA-LSSC standards as the focus for teaching through practical examples how library support staff can effectively use them on the job. Other books on this topic are written at a level that is aimed for professional librarians and not support staff. However, 85% of library support staff do not hold professional degrees. Written in clear language, this book will help library support staff become effective public service personnel.
Trade ReviewThis textbook offers a great introduction to library support staff students in the intricacies of communication in the workplace. I highly recommend the text to programs that have or are thinking of adding a communications course to their curriculum. -- Hara Brook, Reference Librarian, Coordinator & Instructor, Library & Information Services Program
This textbook is structured in a way that will provide a thorough introduction for library support staff on communication and teamwork. The key terms and discussion questions and activities are an added bonus! -- Susan Pinkerton, Ph.D, Professor, New Mexico State University – Doña Ana Community College
Table of ContentsList of Illustrations List of Tables Preface Acknowledgements Editorial Advisory Board 1 Interpersonal Relationships and Teamwork 2 Communication Styles and Needs 3 Library Climate, Conflict, and Resolution 4 Effective Communication Skills 5 Proactive Customer Service 6 Verbal and Nonverbal Skills for Positive Interaction 7 Teaming, Decision-Making, Handling Sensitive Information 8 Team Member Responsibilities 9 Constructive Feedback 10 Project Management Glossary Index About the Author
