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Definition - WJ Competency Index
Communication and collaboration are at the center of organizational effectiveness. The ability to interact with diverse individuals using technologies is imperative. Library staff:
Communicate effectively using a variety of methods.
Communicate effectively with a variety of audiences and individuals.
Select and apply the most appropriate and effective communication means to meet situational needs.
WebJunction inadvertantly omitted Communication from the pdf version of the Competency Index for the Library Field. However, it can be found on page 8 of the Word version.
Training Needs Assessment Rankings
Communication ranked #20 out of 51 self-identified urgent training needs. It ranked #5 out of 60 topics staff would like training in. 26% (37) of respondents indicated they would like training at the Beginner level, 35% (49) would like training at the Intermediate level, and 39% (55) would like training at the Advanced level.
Communication is identified as a CORE skill for Sussex County libraries.
Customer Service Standards
Safety - Provide a safe environment for staff and public, ensuring privacy, confidentiality, and physical well-being.
Courtesy - Treat everyone with kindness and respect.
Knowledge - Be aware of library policies, procedures, and resources.
Efficiency - Provide accurate and timely service with the best use of tangible and intangible resources.
Identifying and Confronting Microaggressions in Our Libraries
Idaho Commission for Libraries, August 2018.
This session is intended to foster a more conscious, inclusive communication style. It will help identify examples of microaggressions and how they adversely affect our relationships between ourselves, our fellow staff members, and patrons. We’ll discuss the ingrained biases that lead us to being perpetrators of microaggressions. We’ll also learn what to do to stand up for ourselves and others when we’re the victims of microaggressions.
Presenter: Elizabeth Ramsey, Boise State University
Nonviolent Communication by
Publication Date: 2003-09-01
An enlighting look at how peaceful communication can create compassionate connections with family, friends, and other acquaintances, this book uses stories, examples, and sample dialogues to provide solutions to communication problems both at home and in the workplace. Guidance is provided on identifying and articulating feelings and needs, expressing anger fully, and exploring the power of empathy in order to speak honestly without creating hostility, break patterns of thinking that lead to anger and depression, and communicate compassionately. These nonviolent communication skills are fully explained and can be applied to personal, professional, and political differences. Included in the new edition is information on how to compassionately connect with oneself.