Cover Image

Using Active Listening to Deal with Patron Problems.

Fuente: ERIC Institute of Education Sciences

Saved in:

Bibliographic Details
Main Authors:	Smith, Nathan M., Adams, Irene
Format:	Recurso educativo Open Access
Language:	en
Published:	1991
Subjects:	Higher Education Interpersonal Competence Library Schools Library Services Listening Skills Reference Services Users (Information)
Online Access:	Acceder al recurso
Tags:	Add Tag No Tags, Be the first to tag this record!

Similar Items

Active Listening at the Reference Desk.
by: Smith, Nathan M., et al.
Published: (1982)

Best Practices: An Analysis of the Best (and Worst) in Fifty-Two Public Library Reference Transactions.
by: Ross, Catherine Sheldrick, et al.
Published: (1994)

Teaching the Reference Interview
by: Jennerich, Edward J., et al.
Published: (1976)

Academic Reference Librarians: Under the Microscope.
by: Kong, Leslie M.
Published: (1996)

Customer Service Training for Public Services Staff at Temple University's Central Library System.
by: Arthur, Gwen
Published: (1990)

Search Analysts as Successful Reference Librarians.
by: Hammer, Mary M.
Published: (1981)

Mapping Your Digital Community in Five Steps
by: Huwe, Terence K.
Published: (2010)

Counseling Skills Applied to Reference Services
by: Peck, Theodore P.
Published: (1975)

Updating Library Reference Services through Training for Interpersonal Competence
by: Holland, Barron
Published: (1978)

Online Searching in the Reference Room.
by: Bonta, Bruce D.
Published: (1983)

The Role of an Academic Librarian in the Information Age.
by: Holladay, Janice W.
Published: (1982)

The Online Search: Some Perils and Pitfalls.
by: Champlin, Peggy
Published: (1985)

Perspectives on Quality of Reference Service in an Academic Library: A Qualitative Study.
by: Mendelsohn, Jennifer
Published: (1997)

Trends Affecting the Roles of Reference Librarians.
by: Dawson, Alma, et al.
Published: (1996)

Factors That Influence Reference Success: What Makes Questioners Willing to Return?
by: Durrance, Joan C.
Published: (1995)

Communication Theory Applied to the Reference Encounter: An Analysis of Critical Incidents.
by: Radford, Marie L.
Published: (1996)

Beyond Efficacy: The Exemplar Librarian as a New Approach to Reference Evaluation.
by: Quinn, Brian
Published: (1994)

Librarian Self-Disclosure and Patron Satisfaction in the Reference Interview.
by: Markham, Marilyn J., et al.
Published: (1983)

Industrial Information Service Managers: Expectations of, and Support of, the Educational Process.
by: Tchobanoff, James B., et al.
Published: (1993)

Baseline Subject Competencies for the Academic Reference Desk.
by: Benefiel, Candace R., et al.
Published: (1997)

Home Insulating and Home Births: Do Patrons' Sex-typed Questions Influence Judgments about the Competence of Reference Librarians?
by: Harris, Roma M., et al.
Published: (1988)

Do Library Patrons Know What's Good for Them?
by: Bessler, Joanne, et al.
Published: (1990)

The Moveable Feast: Serving Diverse Client Groups in an Urban Law Library.
by: Braithwaite, Heather J. E.
Published: (1993)

Using the Contingent Valuation Method To Measure Patron Benefits of Reference Desk Service in an Academic Library.
by: Harless, David W., et al.
Published: (1999)

Factors Influencing Competence and Performance of Reference Librarians in Academic Libraries in Nigeria.
by: Omoniyi, Joseph O.
Published: (2002)

If You Can Make It There, You Can Make It Anywhere: Providing Reference and Instructional Library Services in the Virtual Environment
by: Leonard, Elizabeth, et al.
Published: (2012)

Competence and the New Paradigm: Continuing Education of the Reference Staff.
by: Weingand, Darlene E.
Published: (1994)

"Going Where the Questions Are": Using Media To Maintain Personalized Contact in Reference Service in Medium-Sized Academic Libraries.
by: Archer, Sarah Brick, et al.
Published: (1999)

Benchmarking Reference Desk Service in Academic Health Science Libraries: A Preliminary Survey.
by: Robbins, Kathryn, et al.
Published: (2001)

Research: The Implications for Professional Practice.
Published: (1990)

Communication Skills and Strategies for Teacher-Librarians.
by: Howlett, Barbara
Published: (1983)

Identifying Core Reference Competencies from an Employers' Perspective: Implications for Instruction
by: Saunders, Laura
Published: (2012)

Use of an Academic Library Web Site Search Engine.
by: Fagan, Jody Condit
Published: (2002)

Revising Ready Reference Sites: Listening to Users through Server Statistics and Query Logs.
by: Mudrock, Theresa
Published: (2002)

The Role of Academic Librarians in the Era of Information Technology.
by: Rice-Lively, Mary Lynn, et al.
Published: (1997)

Advertised Demand for Educational, Professional and Interpersonal Competencies in Academic Library Positions.
by: Love, Elise B.
Published: (1997)

Using Undergraduate Marketing Students in an Unobtrusive Reference Evaluation.
by: Tygett, Mary, et al.
Published: (1996)

Anger in the Library: Defusing Angry Patrons at the Reference Desk (and Elsewhere).
by: Rubin, Rhea Joyce
Published: (1990)

Question Clarification in the Reference Encounter.
by: Cummins, Thompson R.
Published: (1984)

Meeting the Patron at the OPAC Crossroads: The Reference Librarian as an Online Consultant.
by: Aken, Robert A.
Published: (1988)