Post on 15-Jan-2016
Nonverbal Communication Nonverbal Communication SeminarSeminar
By Tram NguyenDove Dark Chocolates Group
LI 802November 16, 2007
Interpersonal Interpersonal CommunicationCommunication
There’s a great deal of research and information regarding interpersonal communication within libraries and how librarians can better serve their clients.
Today I’m going to focus on the nonverbal aspect of communication.
I’m going to concentrate on what it is (traditionally and currently) and by being aware of different aspects of nonverbal communication we can become better librarians.
DefinitionDefinition
The American Heritage Dictionary of Cultural Literacy (3rd ed.) defines nonverbal communication as “communication without the use of spoken language. Nonverbal communication includes gestures, facial expressions, and body positions (known collectively as ‘body language’), as well as unspoken understandings and presuppositions, and cultural and environmental conditions that may affect any encounter between people.”
What constitutes as What constitutes as nonverbal communication?nonverbal communication?
Body language is probably the first thing which comes to mind
Sign language is anotherSignage within a library
(informational/directional)Architecture or design of a library (environment)Computer-Mediated Communication (i.e. Emails,
chat programs, etc.)
Types of Nonverbal Types of Nonverbal CommunicationCommunication
Facial expression – huge portion of nonverbal Gestures – arbitrary and related to culture Paralinguistic – tone of voice, pitch, inflection, etc. Body language and posture – significant research since the 1970’s in the
particular area Proxemics (personal space) – based on social norms, situational factors,
level of familiarity, etc. Eye gaze – blinking increases and pupils dilate when encountering people or
things of interest Haptics (touch) – deprivation of touch impedes development (Harry Harlow’s
classic monkey study) Appearance – alters physiological reactions and judgment
Video on Nonverbal Video on Nonverbal CommunicationCommunication
Learn to Speak Body: Tape 5
http://www.youtube.com/watch?v=x9YTxff3pHU
Techniques for Clarifying Techniques for Clarifying Body LanguageBody Language
Respect others’ physical boundaries – lowers tension
Sit at eye-level – reduces power struggles
Use active listening skills – enhances communication
Recognize your own body language and responses
Listen to what others tell you about your body language
Use matching verbal and body language – reduces misunderstandings
http://www.literacyandlifestyle.com/images/pic_nonverbal.jpg
Nonverbal Communication In Nonverbal Communication In EducationEducation
Nonverbal Communication Education 1
http://www.youtube.com/watch?v=BW-N_vkqcqY
Sign LanguageSign Language Not restricted to people with hearing disabilities It is a natural extension of nonverbal communication Sign language is a replacement for words
– putting your thumb out to hitchhike It exceeds cultural boundaries
– rude gestures However, a sign in one culture may mean something
different in another– hands on hips, personal space
http://www.nps.gov/archive/beol/signs.jpg
SignageSignage
A part of the library building, this is the aspect most readily changeable.
Signs can be informational or directional.
http://glma-inc.org/newsleader/spring06/article3_image002.gif
Which one is more Which one is more meaningful?meaningful?
Dereham Library Outagamie Waupaca Library
http://www.nps.co.uk/newImages/signage1.jpg http://www.owlsweb.info/images/child-espresso.jpg
Considerations for SignsConsiderations for Signs
Time constraint – clients want quick access to the materials they are looking for
Lingo – library labels like Circulation Desk doesn’t mean a lot to clients, but “Checkout Desk” is more meaningful
Call numbers – 398 doesn’t convey a lot unless you are familiar with Dewey Decimal, but “fairy tales” is much more obvious
Clear/concise language – wordy instructions make it more difficult to navigate online or lookup a title in the catalog
Consistent service – whether it is service in person, by phone or online and is predictable, clients are more inclined to keep using libraries (if they know how things function)
– Meaningful signs are a part of consistent service
The Word LibraryThe Word Library
When you hear the word library, what images or feelings come to mind?
PerceptionPerception
As the previous exercise demonstrates, how we perceive libraries impacts our usage.
If we expect a quiet place of study or research, a vibrant library with lots of programs may not be a place we wish to frequent.
Likewise, if a client finds the library layout confusing, he or she is not likely to return.
ArchitectureArchitecture
Layout of the furniture and desks can be welcoming or confusing to clients.
This aspect is not normally considered nonverbal but by the definition shown earlier it is environmental and impacts encounters between the public and librarians.
A well-designed library can help clients find the information they need quickly.
http://www.designinglibraries.org.uk/gallery/main.php?g2_itemId=4251
Which one would you like to visit and Which one would you like to visit and why?why?
A.
B.
C.
D.
http://www.designinglibraries.org.uk/gallery/main.php
Design CriteriaDesign Criteria
Welcoming and accessible Clearly identifiable entrance Easily navigable building
organization (minimal reliance on signs)
Consideration for cross-flows (traffic blocking circulation routes)
Meeting comfort expectations of clients (audience base)
Contribution to vitality of community and economy
Strong day and night-time presence (availability)
Good functional fit with technical requirements of users (online and physical catalogs)
Attractive destination
7 criteria for design of public spaces by theCommission for Architecture and the Built Environment (CABE)
Carnegie Library of Carnegie Library of PittsburghPittsburgh
http://images18.fotki.com/v25/photos/4/459265/3879803/maya2-vi.jpg
ShareShare
The Bubble!
Does anyone else have a memorable story they would like to share?
Virtual or DigitalVirtual or Digital With increasing popularity of use,
emails and chat programs have been integrated into library services
Another is the use of virtual libraries such as the one featured on Second Life
Many reference departments offer a chat dialogue with a librarian such as Wichita State University
Clients do not need to be physically in the library to get help with their research
This is one way librarians are moving into the 21st century and meeting the needs of their clients
http://library.wichita.edu/wuknows/
http://nwn.blogs.com/photos/uncategorized/sllibrary_pic_by_rik_riel.jpg
Computer-Mediated Computer-Mediated Communication (CMC)Communication (CMC)
E-mails, chat rooms, instant messaging, virtual worlds, etc. Social presence of using such forms of media to communicate is
defined by a user’s perception (comfort level with technology) Emoticons are used to convey writer’s intent in case the words
are inadequate Allows for time to consider and choose how the sender presents
their problem or question to another Anonymity of CMC can also help others ask questions if they feel
they cannot do so in person (lack of barriers) Enables distance learners access to resources and help
EmoticonsEmoticons
http://apexdc.net/image/screenshots/emoticons.png
DiscussionDiscussion
How do you decide who to approach with a question?– Example: you’re looking for the rice pudding in a
grocery store.Does it make a difference if you’re in a hardware
store versus a clothing store? Is it situational?– Example: latest drill for a Christmas present
Approach or Avoidance?Approach or Avoidance?What makes a client choose to approach or avoid getting help
from reference librarians?
The study done by Marie L. Radford predicts this is due to the librarians’ nonverbal behavior.
The study was based on 2 academic libraries in New Jersey with 34 reference librarians with Master degrees from a variety of ethnic backgrounds and an average age of 45 years old.
The outcomes are 5 indications why users choose to approach a particular librarian over another.
Five IndicatorsFive Indicators
1. Initiation2. Availability3. Proximity4. Familiarity5. Gender6. Other
Initiation – perceived explicit action by the librarian which includes eye contact, body orientation, movement towards user, or verbal enforcement (i.e. “She looked over and asked if I needed help.”)
Continued . . .Continued . . .
Availability – similar to initiation but is characterized as open, yet passive, stance. The user feels as if the librarian is willing to help them. (i.e. “He looked liked he was killing time waiting for someone to walk up.”)
Proximity – some users choose which librarian to ask based on distance (i.e. “She was closer to where I was standing.”)
Continued . . .Continued . . .
Familiarity – user had previous (positive) interaction with the librarian; this is powerful enough for the user to risk asking for help even if the librarian is pre-occupied (i.e. “He gave a lecture to our class.”)
Gender – could possibly be based on stereotypes, user indicated feeling more comfortable asking a female versus male librarian (i.e. “I did a lot of research at my hometown library where the librarians were women. I guess it was what I was used to.”)
Other considerationsOther considerations
A few other indicators which came up during the study and could effect how users choose to use reference services at libraries
– Referrals by professor or friend– Physical attraction– Physical disability (i.e. Breathing apparatus
as indicated in the study)
Nonverbal Communication Nonverbal Communication ChecklistChecklist
Go through the checklist and check ‘yes’ on all the ones which you normally do when helping a client.
Go back and look at the ones without checks.Is there a reason why you don’t normally utilize
these techniques?
Time For One More
Non-Verbal Communication
http://www.youtube.com/watch?v=GsjZrkm-2Tk
Questions?Questions?
Comments? Suggestions?Comments? Suggestions?
http://www.thegroop.net/blog/blog_pics/emoticon.gif
ReferencesReferencesALA. Model communication behaviors checklist. Retrieved November 10, 2007, from http://www.ala.org/aas1/aas1pubsandjournals/kqweb/kqarchives/volume35/352/KQW_2Osa2.pdf
Antai-Otong, D. (1999). Communication: It’s not what you say, it’s how you say it. The American Journal of Nursing, 99(8), 24H.
Bacal, R. What is sign language? Retrieved November 13, 2007, from http://www.work911.com/communication/nonverbalsignlanguage.htm
Designing Libraries. Designing libraries gallery. Retrieved November 10, 2007, from http://www.designinglibraries.org.uk/gallery/main.php
Disney, K. Empowering your patrons with signage. Retrieved November 12, 2007, from http://glma-inc.org/newsleader/spring06/article3_image002.gif
Harper, P. Library design has arrived. Retrieved November 10, 2007, from http://www.cilip.org.uk/publications/updatemagazine/archive/archive2006/july/harper.htm
Learn to speak body: Tape 5. Retrieved November 10, 2007, from http://www.youtube.com/watch?v=x9YTxff3pHU
Lin, C. and Atkin, D. (2007). Communication technology and social change: Theory and implications. Mahwah, New Jersey: Lawrence Erlbaum Associates, Publishers.
Mastsen, Matt. Bent's old fort nhs. Retrieved November 12, 2007, from http://www.nps.gov/beol/learn_people.htm
References ContinuedReferences ContinuedNon-Verbal Communication. Retrieved November 10, 2007, from http://www.youtube.com/watch?v=GsjZrkm-2Tk
Nonverbal communication. (n.d.). The american heritage new dictionary of cultural literacy, third edition . Retrieved November 10, 2007, from http://dictionary.reference.com/browse/nonverbal communication
Nonverbal Communication Education 1. Retrieved November 10, 2007, from http://www.youtube.com/watch?v=BW-N_vkqcqY
Radford, M. (1998). Approach or avoidance? Library Trends, 46(4), 699-719.
Riel, R. Rik’s event picks, october 11-15. Retrieved November 12, 2007, from http://nwn.blogs.com/photos/uncategorized/sllibrary_pic_by_rik_riel.jpg
This place is: raising awareness of people-centered place design. Rethinking the library experience. Retrieved November 12, 2007, from http://images18.fotki.com/v25/photos/4/459265/3879803/maya2-vi.jpg
Van Wagner, K. About.com: Psychology: Types of nonverbal communication. Retrieved November 13, 2007, from http://psychology.about.com/od/nonverbalcommunication/a/nonverbaltypes.htm
Wichita State University Libraries. Wu knows! Retrieved November 12, 2007, from http://library.wichita.edu/wuknows