If others are waiting 5 minutes. On the phone 5 minutes. Yes, you will have to leave the desk sometimes. Yes, you will have resistant customers. Do your best. Next: medical and legal
NO! We give information - We do not interpret Refer, refer, refer
We are responsible for showing customers how to use resources no matter what format Next What’s in it for me?
Using the ideas and techniques we will learn today will reduce your stress as well as give good service Next : Psychology and the reference interview
Understanding the psych will help you: Be more aware of how the ref behaviors affect the customer Be more aware of how the ref behaviors help you REDUCE STRESS Next: Thought feeling action
Strokes – for you and the customer Fix or report Next: Ref desk as fortress
Follow-up After a low-stress interview and search, this is very easy. Self-Check: Did I do this right? What are the strokes and thoughts going on? Yes, some people don’t let go Next: Values and Challenges
You are also a human being Your values are based on prior experience and other things (thoughts are creating feelings) You also need the 5:1 – being mindful of the ref behaviors can result in receiving positive strokes! LISTEN TO YOUR GUT – Standards of behavior Next: Homeless
C’mon, what do you really think You may be the only person who sees them as an individual every day. That’s HUGE “I respect your right to be here” Next: cell phone
You’re getting a negative stroke! Your thoughts? Actions? Isn’t it great that cell phones allow for confirming with the third party? Next: Working these behaviors can…
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