Using Active Listening to Deal with Patron Problems.

Smith, Nathan M.; Adams, Irene

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Peer reviewed

ERIC Number: EJ433242

Record Type: Journal

Publication Date: 1991

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0163-5506

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Using Active Listening to Deal with Patron Problems.

Smith, Nathan M.; Adams, Irene

Public Libraries, v30 n4 p236-39 Jul-Aug 1991

Describes ways that reference librarians can use the skill of active listening to respond to a patron's message that is more emotional than factual. Examples are given from the Brigham Young University (BYU) Library School's interpersonal relations course that compare nonactive listening responses to active listening responses. (two references) (LRW)

Descriptors: Higher Education, Interpersonal Competence, Library Schools, Library Services, Listening Skills, Reference Services, Users (Information)

Publication Type: Journal Articles; Opinion Papers; Reports - Descriptive

Education Level: N/A

Audience: N/A

Language: English

Sponsor: N/A

Authoring Institution: N/A

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Author Affiliations: N/A