The delivery of excellent customer service is a fundamental factor in the effectiveness of our libraries and needs to be prioritized throughout the organization. Interactions with users require trust, respect, and focus on the needs of the individual. To achieve those characteristics, our interactions must involve effective listening.

To that end, staff members are the most important resource for achieving the library’s mission and goals. We interact with our patrons, day in and day out. And of course, we also interact with each other on a daily basis. Whether interacting with patrons or each other, listening is a critical skill for effective interpersonal communication.

We all know this to be true, and yet many of us don’t listen as well as we should – or could. We have many excuses (ahem…reasons!) for not listening, but what we don’t consider is that listening is a skill. And just like other important life skills that may not come naturally to some of us, we can develop the skill of listening.

In this session, we will cover important information on:

  • Becoming aware of our own reasons for not listening well
  • Realizing the impact of not listening – to patrons and co-workers
  • Specific steps to developing our listening skills



Original broadcast July 21, 2015 

Instructor Bio ~ Linda Bruno
Linda has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. Certified with Development Dimensions International and Achieve Global, she also offers her own workshops on Customer Service, Supervisory Skills, Personalities, Organizational Skills, Effective Communication, Returning Balance to Your Life, and many other topics.