Presentation
Proactively Improve Library Experience by Focusing on Hospitality, Microskills, and Microaffections
Dartmouth Conference
(2017)
Abstract
In this talk, we will examine the differences between customer service and its related concept hospitality. We will then introduce two ways to improve the patrons experience; microskills and microaffections. Microskills is multi-tiered training method used by counselor and social work programs to teach students to put clients at ease, and develop a more empathetic relationship to the client. Micro affections can be practiced as one antidote to micro agressions, a way to proactively respond to our user communities who are barraged daily with microgressions.
Disciplines
Publication Date
Fall October 17, 2017
Location
Hanover, NH
Citation Information
David A. Mac Court, Isabel R Espinal and Thomas Paige. "Proactively Improve Library Experience by Focusing on Hospitality, Microskills, and Microaffections" Dartmouth Conference (2017) Available at: http://works.bepress.com/david_maccourt/11/
Creative Commons License
This work is licensed under a Creative Commons CC_BY-ND International License.