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Communicating Professionally: A How-to-do-it Manual for Library Applications 2nd Revised edition [Mīkstie vāki]

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  • Formāts: Paperback / softback, 342 pages, height x width: 279x216 mm, weight: 943 g, Illustrations
  • Sērija : How-to-do-it Manuals No. 3
  • Izdošanas datums: 01-Jan-1998
  • Izdevniecība: Neal-Schuman Publishers Inc
  • ISBN-10: 1555703402
  • ISBN-13: 9781555703400
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Communicating Professionally: A How-to-do-it Manual for Library Applications 2nd Revised editionPalielināt
  • Formāts: Paperback / softback, 342 pages, height x width: 279x216 mm, weight: 943 g, Illustrations
  • Sērija : How-to-do-it Manuals No. 3
  • Izdošanas datums: 01-Jan-1998
  • Izdevniecība: Neal-Schuman Publishers Inc
  • ISBN-10: 1555703402
  • ISBN-13: 9781555703400
Citas grāmatas par šo tēmu:
Permanent link: https://www.kriso.lv/db/9781555703400.html
This expanded text has been rewritten to better serve the verbal and written communication needs of the modern library. Many types of communication are covered including: public speaking and conducting interviews; leading group discussion; public service announcements; and writing memos, letters, and formal reports. This edition features: an expanded section on mastering individual skills; sensitivity to cultural, ethical, and linguistic issues; using voice mail and e-mail; practicing netiquette in chat groups; designing WWW pages; teleconferencing and videoconferencing; using presentation software; and teaching skills to support staff. Practical tips and skills training exercises, examples of common library situations, research facts, and reference to sources for more information round out this practical guide. This work may be of use to library staff, volunteers. information and referral counsellors, and staff trainers.
Acknowledgments x(1)
Preface xi
PART I SKILLS 3(88)
1 Nonverbal Behavior
3(12)
1.1 Introduction to nonverbal behavior
3(1)
1.2 Eye contact
4(1)
1.3 Smiling and nodding
5(1)
1.4 Pausing
5(2)
1.5 Posture
7(1)
1.6 Physical appearance
7(2)
1.7 Vocal qualities
9(6)
2 Listening
15(6)
2.1 Goals of effective listening
15(1)
2.2 Barriers to listening
16(1)
2.3 Improving listening skills
16(5)
3 Skills: Speaking
21(28)
3.1 Introduction to speaking skills
21(1)
3.2 Acknowledgment
21(1)
3.3 Minimal encouragers
22(1)
3.4 Open questions vs. closed questions
23(2)
3.5 Avoiding premature diagnosis
25(1)
3.6 Sense-making questions
26(2)
3.7 Follow-up questions
28(1)
3.8 Reflecting content
29(2)
3.9 Reflecting feeling
31(1)
3.10 Closure
32(2)
3.11 Giving instructions and directions
34(1)
3.12 Inclusion
35(2)
3.13 Confrontation
37(3)
3.14 Giving feedback
40(1)
3.15 Receiving feedback
41(1)
3.16 Offering opinions and suggestions
42(7)
4 Skills: Writing
49(24)
4.1 Analyzing the audience
49(1)
4.2 Choosing an appropriate style
50(3)
4.3 Writing with impact
53(2)
4.4 Writing briefly
55(1)
4.5 Organizing
56(2)
4.6 Using inclusive and nondiscriminatory language
58(1)
4.7 Checking spelling
59(1)
4.8 Avoiding common grammatical errors
60(3)
4.9 Using tables, charts, and graphs
63(3)
4.10 Formatting the page
66(2)
4.11 Postscript: keeping your reader in mind
68(5)
5 Integration: Putting It All Together
73(18)
5.1 How to use this chapter
73(1)
5.2 Theory and paradigms
74(1)
5.3 Sense-making: a theory of information as communication
75(3)
5.4 Microcounseling and microtraining
78(3)
5.5 Intentionality
81(1)
5.6 The problem of manipulation vs. genuineness
82(1)
5.7 Tips for practicing
83(2)
5.7.1 Practicing verbal skills
83(1)
5.7.2 Practicing writing skills
84(1)
5.8 Skill integration
85(6)
PART II APPLICATIONS 91(208)
6 Applications: Speaking One-to-One
91(48)
6.1 Using the telephone and voicemail
91(5)
6.1.1 Answering the telephone
91(2)
6.1.2 Voicemail
93(3)
6.2 Helping library users: the first 60 seconds
96(1)
6.3 Interviewing
97(19)
6.3.1 What is an interview?
97(1)
6.3.2 Dimensions of the interview
98(2)
6.3.3 All-purpose interviewing skills
100(1)
6.3.4 The generic reference interview: definitions
101(1)
6.3.5 Stages in the interview
102(5)
6.3.6 The presearch interview
107(1)
6.3.7 The end-user interview
108(1)
6.3.8 The remote reference interview
109(1)
6.3.9 The readers' advisory interview
110(4)
6.3.10 Integrating reference interview skills
114(2)
6.4 Coping with special situations
116(9)
6.4.1 Helping the disabled user
116(3)
6.4.2 Language and speech barriers
119(1)
6.4.3 Cross-cultural communication
120(2)
6.4.4 Handling complaints
122(3)
6.5 Awkward customers and problem patrons
125(14)
6.5.1 Disruptive and inappropriate behavior
126(2)
6.5.2 Unlawful and dangerous behavior
128(11)
7 Applications: Working in Groups
139(32)
7.1 Why work in groups?
139(1)
7.2 Characteristics of groups
140(2)
7.3 Patterns of communication
142(1)
7.4 Group dynamics
142(6)
7.4.1 Task functions
143(1)
7.4.2 Maintenance functions
144(2)
7.4.3 Group leadership
146(2)
7.4.4 Being a good group participant
148(1)
7.5 Group work in libraries: four types of face-to-face communication
148(12)
7.5.1 The book discussion
148(2)
7.5.2 The problem-solving discussion
150(1)
7.5.3 The focus group
151(1)
7.5.4 The formal meeting
152(8)
7.6 Group work in libraries: three types of virtual groups
160(2)
7.6.1 Teleconferencing
160(1)
7.6.2 Videoconferencing
161(1)
7.6.3 Electronic discussion groups
161(1)
7.7 When your group has problems
162(9)
7.7.1 Self-oriented functions
163(1)
7.7.2 How to handle problem behavior
164(7)
8 Making Presentations
171(44)
8.1 General considerations
172(1)
8.2 Arranging for other people to speak
173(2)
8.3 Introducing a speaker
175(1)
8.4 Thanking a speaker
176(1)
8.5 Chairing a panel
176(2)
8.6 Making a presentation yourself
178(14)
8.6.1 Knowing your purpose
178(1)
8.6.2 Analyzing the audience
178(1)
8.6.3 Finding a topic
179(1)
8.6.4 Developing the topic
179(2)
8.6.5 Choosing an appropriate arrangement
181(2)
8.6.6 Using audiovisual aids
183(3)
8.6.7 Presentation software
186(1)
8.6.8 Delivery
187(1)
8.6.9 Overcoming stage fright
187(3)
8.6.10 Public speaking: a checklist
190(2)
8.7 Making a longer presentation: workshops and conference sessions
192(6)
8.7.1 Accepting the invitation
192(1)
8.7.2 Publicity and promotion
192(1)
8.7.3 The agenda
193(1)
8.7.4 Designing the presentation
193(1)
8.7.5 Rehearsing
194(1)
8.7.6 Getting the audience involved
194(3)
8.7.7 Answering questions from the audience
197(1)
8.7.8 Evaluating the presentation
198(1)
8.8 Booktalking
198(3)
8.9 Leading tours
201(2)
8.10 Providing bibliographic instruction
203(4)
8.10.1 Attending and influencing skills for BI
203(1)
8.10.2 Questioning skills for BI
204(1)
8.10.3 Group skills for BI
205(2)
8.11 The media interview
207(8)
9 Applications: Writing
215(60)
9.1 When to write and when not to
216(2)
9.2 Internal communication vs. external communication
218(1)
9.3 Memos
219(2)
9.4 Letters
221(5)
9.4.1 Good news letters and neutral letters
222(1)
9.4.2 Bad news letters
223(3)
9.5 Reports
226(8)
9.5.1 General characteristics of reports
226(2)
9.5.2 Informal reports
228(1)
9.5.2.1 Trip report
229(1)
9.5.2.2 Accident report, incident report, or trouble report
229(1)
9.5.2.3 Investigative report
230(2)
9.5.2.4 Progress and periodic reports
232(1)
9.5.3 Formal reports
233(1)
9.6 Signs
234(3)
9.7 Instructions
237(3)
9.8 Policy and procedure manuals
240(3)
9.9 Staff newsletters
243(1)
9.10 Forms: the fax cover sheet
244(1)
9.11 Booklists
244(1)
9.12 Annotations
245(1)
9.13 Reviews
246(3)
9.14 PR, publicity, and promotion
249(5)
9.14.1 Public service announcements
250(1)
9.14.2 Media releases
251(1)
9.14.3 Advertising
252(1)
9.14.4 Newsletters for the public
253(1)
9.14.5 Handouts, fliers, brochures
253(1)
9.15 Contributions to the professional literature
254(2)
9.15.1 Getting published
254(1)
9.15.2 Citation form
255(1)
9.16 Proposals
256(4)
9.17 Written communications for groups
260(2)
9.18 Writing electronically
262(13)
9.18.1 E-mail
262(2)
9.18.2 Electronic discussion groups
264(1)
9.18.3 Creating a Web page
265(10)
10 Training Others in Communication Skills
275(24)
10.1 How to use this book for training
275(3)
10.2 Teaching adults
278(1)
10.3 Planning the training program
279(3)
10.3.1 Setting training objectives
279(1)
10.3.2 Formats for training
280(1)
10.3.3 Checklists for planning and other aids
281(1)
10.4 Using the microskills training model
282(1)
10.5 Modeling good behavior
283(2)
10.6 Using tapes for training
285(4)
10.6.1 Making the tapes
286(1)
10.6.2 Working with tapes
287(2)
10.7 When trainees are resistant
289(2)
10.8 Evaluation and follow-up
291(3)
10.8.1 Evaluation
291(2)
10.8.2 Follow-up
293(1)
10.9 Where to get help
294(5)
Bibliography 299(18)
Index 317(6)
About the Authors 323