Inclusive Library Team Culture

1. Inclusive Library Team Culture Jenny Berg, Adam Carlson, Kimbre Chapman & Alice Darnton

2. Part one: The Process & How we got here

3. Staff ground rules We are Responsible • We maintain good attendance • We are on time and prepared • We respect confidential information • We do what we say we’ll do • We communicate expectations • We ask for clarification when needed We are Positive • We assume the best intentions • We take responsibility for our actions and move toward solutions • We look for solutions, not fault • We support the final decision • We remember QTIP (“Quit Taking It Personally”) 3

4. We are Courteous • We greet others with a smile • We show respect for others • We say please and thank you • We are kindly, respectfully honest and straightforward • We relate to each other positively • We are mindful of work-appropriate conversations and surroundings We Participate • We contribute ideas and solutions • We encourage new ideas • We are supportive of library activities • We share the work • We listen to understand 4

5. Public service drives decision-Making We Acknowledge and Celebrate • We look for and recognize the good • We enjoy our successes and those of others • We spread good news and positive energy • We do fun things as a group

6. Staff Development Day September 23, 2013 The process of creating the Staff Ground Rules

7. Customer service standards We are Courteous • We greet customers with a smile and words • We listen to ensure customers are heard • We assume the best intentions of customers • We put customer needs ahead of routine duties • We demonstrate a patient demeanor We are Engaged • We seek out interactions with customers • We focus on customers over all else • We explain what we are doing • We follow up with customers • We accompany customers to their destination

8. We are Service Oriented • We created options that make it easy for customers to use the library • We anticipate and identify the needs of our customers • We minimize or remove barriers to success • We start with the solution then explain • We use language people understand • We collaborate for the benefit of our customers • We answer the phone and respond promptly to messages

9. Public service drives decision-Making We are Responsible • We ask for help when needed • We work with efficiency and accuracy • We create a safe environment for our customers • We are good stewards of public resources • We respond in a timely manner • We apologize when something goes wrong • We use our knowledge of policies to make decisions

10. New written guidelines for patron use of the library Adopted October 29, 2018

11. Part two: Leadership philosophies & Lessons learned

12. Core skills and qualities Interpersonal • Customer Focus • Teamwork • Communication Leadership Disposition • Leadership • Problem Solving • Change and Learning Personal Attributes • Positive Attitude • Professional Integrity • Diversity

13. Leadership competencies Interpersonal • Builds Trustworthy Relationships • Communicates Effectively People Management • Builds Successful Teams • Manages and Develops People Business Management • Achieves Results • Facilitates Innovation and Change Personal Attributes • Demonstrates Leadership

14. South Hill Library A variety of staff meeting Nancy Pearl last summer!

15. Staff meeting ground rules • We have and follow an agenda • We send out handouts and information in advance of meetings • We start and end on time • We have a check-in question • We have an assigned Facilitator, Note Taker and Timekeeper • We observe basic conversational etiquette (be respectful, listen, no side conversation) • We participate fully in the meeting by attending and contributing • We assume positive intent and don’t take things personally • We listen for possibilities and we listen to understand • We respect different Communication Styles • We use a Parking Lot to set aside items that need further discussion, and follow up on these items • We document and recap decisions and action items, which are emailed with meeting notes • We modify ground rules as needed

16. Team agreement • We respect ourselves, each other and our customers • We are kind to each other • We keep a positive attitude • We are flexible • We give each other time to adjust to change • We appreciate each other’s differences • We practice effective communication and are active listeners • We assume positive intent and don’t take things personally • We understand everyone makes mistakes and we forgive mistakes • We willingly help each other out • We celebrate our own successes and those of others

17. Questions?

18. Thank you! Jenny Berg, Adam Carlson, Kimbre Chapman (McMinnville Public Library) & Alice Darnton (Pierce County Library System)