[OPLINLIST] What IS The Real Question? - March 18th

Mon, 01 Mar 2004 13:36:12 -0500

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*This announcement has been posted to several lists.  Our apologies for 
any duplication.
****************************************************************************
*

*What IS The Real Question?
*

http://www.gclc-lib.org/ce/index.html?id=337*
*

*Date:* Thursday, March 18th, 2004

*Time:* 9:30 a.m. - 12:30 p.m.

*Location:*
GCLC Office (Directions to GCLC 
<http://www.gclc-lib.org/about/directions.html>)

*Speaker:*
Mary Sue Peters, Staff Development and Training Coordinator, Human 
Resources, Public Library of Cincinnati and Hamilton County

*Description:*
This interactive workshop will cover reference interview skills. You 
will explore the top ten reasons why users don't clearly state their 
information requests, look at time wasters in the interview process, and 
gain skills for eliciting the "real question." You will learn about the 
importance of following up and get tips for special settings such as 
phone and email questions, interviews with children and young adults, 
and ESL and disability barriers.

Course Outline:
I. The purpose of the interview: To get a clearer or more complete 
picture of what the customer wants to know. The purpose of the interview 
is to clarify the question.
II. Why didn't he say so in the first place? Explore the reasons why 
customers don't always phrase the information need accurately in the 
first sentence. The top 10 reasons why users don't clearly and 
specifically state their information requests.
III. Analyzing and conducting the reference transaction: Setting the 
mood with good customer service skills; time wasters in the interview 
process; recognizing that false assumptions by the customer and the 
librarian may interfere with quality service; skills for negotiating and 
eliciting the "real question."
IV. Mistakes to avoid: Jumping to conclusions; not valuing the context 
of the question; asking "why?" too directly. . .
V. Let's play library. I'll be the librarian and you can be the 
customer. Play out scenarios using unproductive questioning techniques 
and good interview methods. Have the observers analyze and evaluate what 
went wrong or well with the interviews.
VI. Should I teach while telling?
VII. The Importance of following up with the customer.
VIII. General Tips for Special Reference Settings: Phone questions; 
e-mail questions; interviews with children and young adults; ESL and 
disability barriers.

*Member Cost:* $20.00 Includes continental breakfast.

*Friend of GCLC Cost:* $20.00 Includes continental breakfast.

*Non-Member Cost:* $45.00 Includes continental breakfast.

The deadline to register is Monday, March 15th, 2004

*
*

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This announcement has been posted to several lists. &nbsp;Our
apologies for any duplication. 
**************************************************************************** 

<big>What IS The Real Question?</big> 

<a href="http://www.gclc-lib.org/ce/index.html?id=337">http://www.gclc-lib.org/ce/index.html?id=337</a> 

Date: Thursday, March 18th, 2004
Time: 9:30 a.m. - 12:30 p.m.
Location: 
GCLC Office (<a href="http://www.gclc-lib.org/about/directions.html">Directions
to GCLC</a>)
Speaker: 
Mary Sue Peters, Staff Development and Training Coordinator, Human
Resources, Public Library of Cincinnati and Hamilton County
Description: 
This
interactive workshop will cover reference interview skills. You will
explore the top ten reasons why users don&#8217;t clearly state their
information requests, look at time wasters in the interview process,
and gain skills for eliciting the &#8220;real question.&#8221; You will learn about
the importance of following up and get tips for special settings such
as phone and email questions, interviews with children and young
adults, and ESL and disability barriers. 
 
Course Outline: 
I. The purpose of the interview: To get a clearer or more complete
picture of what the customer wants to know. The purpose of the
interview is to clarify the question. 
II. Why didn&#8217;t he say so in the first place? Explore the reasons why
customers don&#8217;t always phrase the information need accurately in the
first sentence. The top 10 reasons why users don&#8217;t clearly and
specifically state their information requests. 
III. Analyzing and conducting the reference transaction: Setting the
mood with good customer service skills; time wasters in the interview
process; recognizing that false assumptions by the customer and the
librarian may interfere with quality service; skills for negotiating
and eliciting the &#8220;real question.&#8221; 
IV. Mistakes to avoid: Jumping to conclusions; not valuing the context
of the question; asking &#8220;why?&#8221; too directly. . . 
V. Let&#8217;s play library. I&#8217;ll be the librarian and you can be the
customer. Play out scenarios using unproductive questioning techniques
and good interview methods. Have the observers analyze and evaluate
what went wrong or well with the interviews. 
VI. Should I teach while telling? 
VII. The Importance of following up with the customer. 
VIII. General Tips for Special Reference Settings: Phone questions;
e-mail questions; interviews with children and young adults; ESL and
disability barriers. 

Member Cost: $20.00 Includes continental breakfast.
Friend of GCLC Cost: $20.00 Includes continental breakfast.
Non-Member Cost: $45.00 Includes continental breakfast.
The deadline to register is Monday, March 15th, 2004
 
 

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