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Materials Communication

Thank you so much for being on my course. I really appreciate it. Good luck and see you again sometime!

Did you come up with anything after the course? Is there anything I should improve? Or do you have a great tip that needs to be shared?

Write, I will be glad! jsem@lukasbarda.cz

Luke

5 tips to communicate:

Other tips:

The Ten Commandments for Email Content:

  1. The subject line reflects what the email is about
  2. The email is short and to the point
  3. I don't use CAPITAL letters
  4. I use diacritics
  5. I emphasize or I mark with @
  6. Use emoticons sparingly
  7. Use common abbreviations sparingly
  8. I, on the other hand, am not
  9. I don't steal material on the internet
  10. There is no signature at the end

Emotions in written form:

Communication in text form is flat. The only way to add emotions is smileys, emoticons, working with diacritics and font size. However, the recipient still projects its context into the text.

Examples:

3 TEDx videos from the course:

Summary:

  1. Focus and don't multitask. (4:27 a.m.)
  2. Don't lecture. (4:50 a.m.)
  3. Use open questions. (6:02 a.m.)
  4. Go with the flow. (6:39 a.m.)
  5. If you don't know, say you don't know. (7:26 a.m.)
  6. Don't equate your experience with theirs. (7:46 a.m.)
  7. Try not to repeat it. (8:26 a.m.)
  8. Stay away from the weeds. (8:46 a.m.)
  9. Listen. (9:08 a.m.)
  10. Be brief. (10:29 a.m.)

The Seven Sins of Speaking:

  1. Gossip.
  2. Condemnation.
  3. Negativity.
  4. Complaining.
  5. Excuses and blaming others.
  6. Exaggeration.
  7. Dogmatism.

The Basics of Strong Speech (HAIL)

Fake it till you make it:

In the 1920s, Alfred Adler developed a therapeutic technique he called "acting as if." This strategy provided an opportunity for his clients to practice alternatives to dysfunctional behaviors. Adler's method is still used today and is often described as "role playing".

It's a principle from cognitive behavioral therapy (CBT), by pretending to be confident, capable, and optimistic, one can eventually acquire these qualities in real life. In other words: believing in something helps to improve.

We often hesitate when to take action. We wait for everything to be perfect, for us to feel good, or for us to be ready. But research shows that changing your behavior first can change the way you think and feel.

An extreme example: Zimbardo's Stanford Prison Experiment in 1971 (https://cs.wikipedia.org/wiki/Stanfordsk%C3%BD_v%C4%9Bze%C5%88sk%C3%BD_experiment)

Acting "As If". Based on the idea that if I act like the person I want to become, I will actually become that person.

TEDx video on the topic: https://www.youtube.com/watch?v=RVmMeMcGc0Y

Improvisation:

Storytelling:

Nonviolent Communication:

Frequently used English abbreviations:

Frequently used Czech abbreviations:

Chatbot LibraLink – a partner for communication skills

You can use this training tool as needed, whether for practicing specific scenarios or for instant advice on more challenging communication situations.

LibraLink in ChatGPT

Instructions for using the CustomGPT training tool for librarian communication:

  1. Enter a specific situation:
    • Describe the situation you want to test—for example, "How should I respond to a user's complaint about a late return fee?" or "How should I respond when a reader can't find a particular book?"
    • Please be as specific as possible to get a relevant response from GPT.
  2. Use scenarios to practice skills:
    • Call CustomGPT to simulate a specific situation, for example:
      • "Please be a disgruntled reader who complains about the limited selection of books."
      • "Play the role of a colleague explaining the new book search system to me."
  3. Experiment with different communication styles:
    • Try different approaches to solving one situation. Ask CustomGPT for recommendations on how to phrase your response differently or show more empathy.
    • Example: "How can I improve my answer to be more friendly and less formal?"
  4. Get feedback:
    • Ask for feedback after each answer, for example, "Could you tell me what I could change to make the answer more professional?"
    • GPT will suggest alternative phrases or approaches that could resolve the situation more effectively.
  5. E-mail and online communication training:
    • Describe the desired content of the email or chat, for example: "How should I respond to a reader requesting a loan extension?"
    • You will get a suggested answer with a friendly and professional tone that is suitable for library practice.
  6. Ask questions about library etiquette:
    • If you are in doubt about how to respond in a particular situation, ask: "Is it appropriate to use this communication style in this situation?" or "Is it better to contact the reader by email or via chat?"
  7. Self-reflection and comparing answers:
    • After each interaction, try to summarize what you learned and compare the different answers: "What worked best and what would I change next time?"

Lukáš Barda

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