Nonverbal Communication Seminar

1. Nonverbal Communication Seminar By Tram Nguyen Dove Dark Chocolates Group LI 802 November 16, 2007

2. Interpersonal Communication • 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.

3. Definition 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.”

4. What constitutes as nonverbal communication? • Body language is probably the first thing which comes to mind • Sign language is another • Signage within a library (informational/directional) • Architecture or design of a library (environment) • Computer-Mediated Communication (i.e. Emails, chat programs, etc.)

5. Types of Nonverbal Communication • 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

6. Video on Nonverbal Communication Learn to Speak Body: Tape 5 http://www.youtube.com/watch?v=x9YTxff3pHU

7. Techniques for Clarifying Body 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

8. Nonverbal Communication In Education Nonverbal Communication Education 1 http://www.youtube.com/watch?v=BW-N_vkqcqY

9. Sign 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

10. Signage • 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

11. Which one is more meaningful? Dereham Library Outagamie Waupaca Library http://www.nps.co.uk/newImages/signage1.jpg http://www.owlsweb.info/images/child-espresso.jpg

12. Considerations 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

13. The Word Library When you hear the word library, what images or feelings come to mind? Dusty? Quaint? Quiet? Confusing?

14. Perception • 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.

15. Architecture • 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

16. Which one would you like to visit and why? A. C. D. B. http://www.designinglibraries.org.uk/gallery/main.php

17. 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 Design Criteria 7 criteria for design of public spaces by the Commission for Architecture and the Built Environment (CABE)

18. Carnegie Library of Pittsburgh More user-friendly atmosphere (like Barnes and Noble) http://images18.fotki.com/v25/photos/4/459265/3879803/maya2-vi.jpg

19. Share The Bubble! Does anyone else have a memorable story they would like to share?

20. Virtual 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

21. Computer-Mediated 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

22. Emoticons http://apexdc.net/image/screenshots/emoticons.png

23. Discussion • 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

24. 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.

25. Initiation Availability Proximity Familiarity Gender 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.”) Five Indicators

26. 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 . . .

27. 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.”) Continued . . .

28. Other 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)

29. Nonverbal Communication Checklist • 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?

30. Time For One More Non-Verbal Communication http://www.youtube.com/watch?v=GsjZrkm-2Tk

31. Questions? Comments? Suggestions? http://www.thegroop.net/blog/blog_pics/emoticon.gif

32. References ALA. 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

33. References Continued Non-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