摘要
图书馆读者服务工作中80%以上的投诉都是因为读者与图书馆员彼此间沟通时言语不当造成的,所以掌握好语言沟通很重要。通过分析语言沟通在读者服务工作中的作用和读者与图书馆员语言沟通中存在的障碍,建议图书馆员应树立与读者"沟通从心开始"的服务理念,学习并掌握语言沟通技巧。
More than 80% of the complaints about library’s reader service are caused by improper communication language between readers and librarians, so it is very important to master the verbal communication skills. Through analyzing the effects of verbal communication in library’s reader service and the barriers in verbal communication between readers and librarians, we suggest that librarians should establish the reader service concept of ＂communication from heart＂, and should learn and master the verbal communication skills.
出处
《科技情报开发与经济》
2011年第12期15-17,共3页
Sci-Tech Information Development & Economy
关键词
图书馆
读者服务
语言沟通技巧
library
reader service
verbal communication skill
