I stumbled across this article today and found it interesting in its application of neuro-linguistic programming (NLP) principles of rapport building in the effort to improve the user’s outcome via the reference interaction.
“The Three R’s: Rapport, Relationship, and Reference.” Stock, Matt. Reference Librarian. Jan-Mar2010, Vol. 51 Issue 1, p45-52. 8p.
- Abstract:
- In the eyes of our patrons, the success of a library transaction depends on both the accuracy of the information conveyed and the quality of the patron/staff interaction. We each experience rapport naturally many times during the day. Skills borrowed from the field of neuro–linguistic programming allow us to learn to quickly create a state of rapport with anyone we encounter. By learning to create rapport intentionally with our patrons, we can improve the quality of their library experience. [ABSTRACT FROM AUTHOR]
Jessica says
July 31, 2014 at 4:01 pmI would venture that the same holds true with colleagues, up down and laterally!