Interpersonal Skills in the Reference Workplace

Abstract

Reference librarians are expected to interact effectively with a variety of clientele and are taught skills such as approachability, showing interest, and verbal and non-verbal cues. Librarians who have a knack for interpersonal skills do very well both at the reference desk and interacting with their co-workers. An area that is rarely addressed in the literature (or in library school) is that of educating librarians about how to establish professional, collegial relationships with one another. It is assumed that if a reference librarian can interact well with patrons, in a professional manner, he or she will be able to successfully "fit into" almost any reference department. This article discusses the importance of interpersonal skills within the Reference Department and ideas for improving these skills to enhance co-worker relations. KeywordsLife skills, social skills, interpersonal interactions, workplace interactions, workplace behavior, staff relations, core competencies, value-added, behavioral performance, peer relations, professionalism, personal competencies workers. An area that is rarely addressed in the literature (or in library school) is that of educating librarians about how to establish professional, collegial relationships with one another. It is assumed that if a reference librarian can interact well with patrons, in a professional manner, he or she will be able to successfully "fit into" almost any reference department. This article discusses the importance of interpersonal skills within the Reference Department and ideas for improving these skills to enhance coworker relations.

An exploration of the library and information science professional skills and personal competencies: An Israeli perspective

“…Ameen (2013) observed that in some cases when LIS schools impart behavioral courses, these are focused on the theoretical knowledge necessary to understand psychological phenomena rather than on developing the students' social skills. These findings contrast with Pellack's (2004) assertion that there is an inherent expectation in libraries that LIS graduates will automatically have the skills necessary to interact with patrons and with library staff in a professional manner. Another personal competency that is lacking in the findings from this study is management skills.…”

“…Lynch and Smith (2001) stated that "requirements for 'flexibility', 'creativity', and 'leadership' also suggest that jobs were changing and that libraries were paying closer attention to the interactions between librarians and library users" (p. 418). Pellack (2004) further stated that developing and using personal competencies is essential to provide quality information services and to improve and create interpersonal relations with co-workers that foster a successful working environment.…”

Current trends in library and information studies curricula around the world

“…Several studies discuss the need to strengthen the social skills of information professionals (Agada, 1994; Baruchson‐Arbib and Bronstein, 2002; Jackson and Chey, 1997; Pellack, 2003). Scholars like Agada (1996) have recognized the need for the integration of social skills in library education which he regarded as central in emerging information and service‐based economy.…”

Interpersonal skills as correlate of career development among librarians in academic libraries in South-South Nigeria

“…Librarians with low interpersonal skills perform below expectation while those with high skills perform better. Pellack (2003) posited that librarians who have a knack for interpersonal skills do very well both at the reference desk and interacting with their co-workers. Pellack, further postulates that reference librarians are expected to interact effectively with a variety of clientele with skills such as approachability, showing interest, and verbal and non-verbal cues and these are the hallmarks of interpersonal skills.…”