Networking Your Net Worth
Am I the only one that questions whether or not people are listening to me when I talk? Why does it seem like people are not focusing? Maybe because I am right, people are not listening and they wish that I would shut up. Or maybe I am too “needy” and I crave attention that the outside world can’t give. Since effective communication involves the transmission of information between a sender and a receiver, why is it necessary for that person to look at you when you are speaking to them? Good information professionals know that eye contact is a must when dealing with clients or anyone else in the general public for that matter. I can actually say at times, though, I am guilty of the thing I dislike the most, not paying attention.
Important information can be missed when individuals do not fully focus on the task or person at hand. We are all too busy running around like mice and we don’t want to slow down. What about that time when we could not “wait to leave” a social function, which could have potentially been a great networking opportunity, but we “had to go”. Another scenario occurs when we brush off that phone call or visit we should have made to a loved one. Even closer to home is the act of assuming that no one is paying attention because “they are not looking”. Sometimes we have to break out of our comfort zone and offer assistance, with a smile.
Individuals are very complex and unique, therefore there are myriads of ways to get a message across. Nonetheless, there are tons of ways that individuals receive those messages. Instead of worrying about whether or not you are getting your message across, try to focus on giving a good message instead. Effective communicators use more than one channel to convey a message. In order to do that, one has to find his/her voice, but yet translate that voice to an audience without being “too” offensive. Concentrating on the message you send to others doesn’t necessarily mean that you are effectively communicating with “them”, but, at least, you tried.
Hey there,
I agree with you about the fundamental importance of communication especially for library professionals. I worked at a downtown public library for four years and often dealt with ESL patrons. They often spent a lot of time apologizing for their attempts at communication. I often spent time apologizing back. When I, in turn, apologized to them, I found that the ackwardness left leaving behind mutual respect and consideration. Communication is a two way process, not just one. This requires that the parties involved in communication take equal responsibility. I agree with you that “eye contact” is important but I also think that paraphrasing back to people what they had just stated also demonstrates that you are listening (and you are taking responsibility for the transaction).
As for your concern about multitasking and communication, I too am concerned and often miss opportunities to communicate. Sometimes I wonder if it is possible to multitask at a library reference desk. Can we give patrons the attention they deserve and appropriately communicate if we are trying to answer phones, check email, talk to our colleagues, collect materials from the stacks to answer reference questions, print….on and on. I would often tell telephone patrons that I did not want to leave them on hold for long periods of time however, we were extremely busy and would have to call them back. Basically, I would prioritize hoping that this was effective. Telephone questions were important however, immediate (at the desk) patron questions would have to be answered first. I am not sure that library management would approve of this. Every question and every patron were important to me but, realistically I could only answer one question at one time (giving that person the full attention and consideration they deserved.) I think that by letting telephone patrons know that I considered their question and their time as valuable, but not stating that I was not able to immediately serve them, was the best I could do at the time. I guess that the most important part of communication is the effort!
-Let’s continue to communicate…
Miranda Johnson
Hello Miranda,
I agree! It is definitely a challenge when trying to accommodate many different requests and personalities all at the same time. Oftentimes, I get so wrapped up in one particular request, that I either overlook minor helpful details or the patron leaves right before I find what they are actually looking for. I have worked as a librarian and as a receptionist for a New Home Center. Individuals would come in with various requests, and it would never fail me to have that one question I could not answer. Being the obsessive, overly-compulsive, disordered soul that I am, I would continue to search for that piece of information long after the person left. I then decided for myself that I am not a majician and I stopped trying to be one.
I learned to say “give me a second while I research this.” I found that people would rather you be honest and say “this will take a second or a minute”, as opposed to just quickly trying to appease them and get them out of your face. The quality of information that you provide also improves when you allow yourself time to fulfill a request. Some patrons require more assistance than others, but I see now that it is best to ask the patron for their patience while you are researching information for them.
Depending upon the setting, you can respectfully ask the patron to “browse around” and/or “take a look” at any other services that particular company offers, if any. This is to give them a chance to go about their daily routine and once they are done, you will have some nice piece of information that they can’t wait to get their hands on. If you are the one that they are coming to see, this is not always possible, but once again the patron should be informed on how long they may or may not have to wait. Individuals respond best when they feel like they are being treated with kindness, dignity, and respect, but most importantly when they feel as though “they” are “your” top priority!
-Continue to communicate….we will.
Tricia Rene’
Hey Tricia,
I’m definitely guilty of not listening and paying attention to people. Important information can definitely be missed when I do not focus on the task or person at hand. I have been guilty of leaving a social function that could have possibly been a networking opportunity for me. You have to study individuals and give them the respect that you would want if you were in their shoes.
I have a communication issue with myself sometimes. I think my problem is that I hate silence and I love talking. My wife gets on my case all of the time about always trying to talk to people that could not really care what I have to say. A good example is he need for me to try and have conversations with cashiers at the store. Cashiers usually don’t like to talk, but enough of them do that make me always want to try. Saying that, I do understand what you mean. I also only deal with individuals, and not whole classes like you do. Much respect for what you have to do.
Tricia, Richard and Gus,
I am not a socially outgoing person and I tend to listen more than talk. I find that at work I am much more outgoing, balancing my good listening skills with thoughtful comments. Both of my library managers appreciated the fact that I was not always in their office talking or complaining. They both told me that when I came to “talk” they knew I had something important to say. My one manager managed so many people that I respected her lack of time. This being said that outside of the workplace, I am not a networker. So close to graduation, I need to be networking with anyone and everyone. I am really trying to make a better effort to connect and network.
Miranda