Synopsis:
Course Objectives
Upon completion of the course, students will have an understanding of the fundamentals of interpersonal communication theory and its application in the information professions and students will be able to:
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Articulate the fundamentals of interpersonal communication theory.
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Identify and describe the characteristics of verbal and nonverbal communication and their role in library interactions.
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Demonstrate knowledge of the communication process in professional interactions.
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Demonstrate understanding of the complexity of the interpersonal dimensions of the reference interview.
Apply skills to build positive relationships with colleagues, staff, and clients.
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Apply strategies for coping with the problem client.
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Demonstrate knowledge of how intercultural communication affects the library interaction.
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Practice effective and appropriate communication strategies.
Organization of the Course
This course consists of lectures, discussions, exercises and in-class activities. Students are expected to do all assigned readings and to come to class prepared to actively participate in discussions of readings and assignments.
| Introduction to Course & Communication Processes and Models |
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Communication Theory & Its Application to the Information Profession
Miscommunication Assignment Due: Recall a recent specific instance of "miscommunication" or "misunderstanding" you have experienced or observed in any setting. Arguments are often (although not always) the result of miscommunication, so focusing on a recent argument may help. Try to figure out what caused the miscommunication. Submit a one page paper describing the miscommunication with your assessment of its cause and at least one connection you see to the readings assigned for 6/1. Be prepared to discuss in class.
Required Readings:
Dervin, B. (1977). Useful theory for librarianship: Communication, not information. Drexel Library Quarterly, 13(3), 16-32.
Griffin, E. M. (1994). "Talk about Communication," Chapter 2 of A first look at communication theory. (2nd ed.). NY: McGraw-Hill, pp. 19-31.
Radford, M. L. (April, 1996). Communication theory applied to the reference encounter: An analysis of critical incidents. The Library Quarterly, 66(2), 123-137. |
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The Self and Communication
Video: The Private Universe.
Required Readings:
DeVito, J. A. (1996). ?The Self in Communication,? Chapter 2 of Essentials of Human Communication. NY: HarperCollins, pp. 29-46.
Taylor, R. S. (1968). Question negotiation and information seeking in libraries. College & Research Libraries. 29(3), 178-194. |
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Verbal Communication - Use of Language
Video Clips from "Do You Speak American?" and My Cousin Vinnie
Required Readings:
DeVito, J. A. (2004). Chapter 6: "Universals of Verbal and Nonverbal Messages" and Chapter 7: "Verbal Messages" of The Interpersonal Communication Book (10th Ed.), NY: Longman, pp. 133-153 and pp. 154-179.
Ross, C. & Dewdney, P. (1998). Chapter 6: "Applications: Speaking One-to-One" of Communicating Professionally (2nd ed.), NY: Neal-Schuman, pp. 91-138.
Highly Recommended Reading:
Dewdney, P. & Michell, G. (Summer, 1996). Oranges and peaches: Understanding communication accidents in the reference interview. RQ, 35(4), 520-536. [Available:http://www.ala.org/ala/rusa/rusapubs/rusq/specialfeatures/rspawardwinning/19981/1998.htm] |
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Nonverbal Communication
Thought Piece #1 Due
Video: World of Gestures
Required Readings:
Radford, M. L. (Spring 1998). "Approach or avoidance? The role of nonverbal communication in the academic library user's decision to initiate a reference encounter." Library Trends, 46(6), 699-717.[Available RUL Online Databases EbscoHost Academic Search Premier]
Burgoon, J.K, Buller, D.B., & Woodall, W.G. (1989). Chapter 1: Nonverbal Communication. Nonverbal Communication: The Unspoken Dialogue, NY: Harper & Row, pp. 3-34.
Ross, C. & Dewdney, P. (1998) Communicating Professionally, (2nd ed.), Chapter 1, "Nonverbal Behavior," NY: Neal-Schuman, pp. 3-14.
Highly Recommended Reading:
RUSA Guidelines for behavioral performance of reference and information services professionals. (1996). RQ, 36(2), 200-203. [Available: http://www.ala.org/rusa/rusaprotools/referenceguide/guidelinesbehaviorial.htm]. |
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Constructionism Guest Speaker, Dr. Gary Radford, Fairleigh Dickinson University.
Required Readings:
Pearce, W. B. (1994). Interpersonal Communication: Making Social Worlds, NY: HarperCollins, Chapter 1, "Understanding Conversations," pp. 4-36.
Pearce, W. B. (1994). Interpersonal Communication: Making Social Worlds, NY: HarperCollins, Chapter 2, "Competence in Making Social Worlds," pp. 52-75. |
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Intercultural Communication & Gender Issues
Thought Piece #2 Due
Videos: Clips from The Joy Luck Club and Men & Women Speaking Together
Required Readings:
Samovar, L.A., & Porter, R. (1991). "Basic principles of intercultural communication." Chapter 1 of Intercultural Communication (6th ed.), Belmont, CA: Wadsworth Pub. Co., pp. 5-22.
Tannen, D. (1990). You just don't understand: Women and men in conversation. Ballantine Books: NY. Chapter 1. pp. 23-48.
Tannen, D. (1994). Talking from 9 to 5: How Women's and Men's Conversational Styles Affect Who Gets Heard, Who Gets Credit, and What Gets Done at Work. NY: Morrow. Chapter 3, "Why Don?t You Say What You Mean?" pp. 78-107.
Highly Recommended Reading:
Liu, M. & Redfern, B. (July, 1997) "Information-seeking behavior of multicultural students: A case study at San Jose State University." College & Research Libraries, 58(4), 348-354. |
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Impression Management & Conflict Management Dealing with Users of All Ages.
Video Clips from Meet the Parents and Best in Show
Conflict Assignment Due (1 page). Recall a recent interaction you had with a problematic person in any setting. Describe the interaction, what happened, what you did, what you could have done to resolve the situation (if anything) and what you have done if you had to do it over. Discuss the underlying reason for the conflict and make at least one connection to the readings for this class or to any other class readings. Prepare to discuss in class.
Required Readings:
Chelton, M. K. (1997). The "overdue kid:" A face-to-face library service encounter as ritual interaction. Library and Information Science Research, 19(4), 99-111.
Goffman, E. (1982). Interaction Ritual. Knopf. "On Face-Work," pp. 5-45.
Retzinger, S. M. (1991). "Toward a theory of conflict." Chapter 2 of Violent emotions: Shame and rage in marital quarrels. Newbury Park, CA: Sage, pp. 25-61.
Rubin, R. J. (1990). Anger in the library: defusing angry patrons at the reference desk. Reference Librarian, (31), 39-51.
Highly Recommended Readings:
Jones, P. (1996). "Opposites attract: Young adults and libraries." In: B. McNeil & D. Johnson, Patron behavior in libraries: A handbook of positive approaches to negative situations, pp. 44-55. Chicago: ALA.
Smith, N. M. (1996). Active listening: Alleviating patron problems through communication. In: B. McNeil & D. Johnson, Patron behavior in libraries: A handbook of positive approaches to negative situations, 127-134. Chicago: ALA.
Turner, A. M. (1993). Street People, the Mentally Disabled, Substance Abusers, & Other Symbols of Our Times, Chapter 3 of It comes with the territory: Handling problem situations in libraries. Jefferson, NC: McFarland, pp, 31-44. |
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Communication Strategies for Achieving Excellent Service Guest Lecturer: Jocelyn DeAngelis Williams, Rutgers University.
Required Readings:
TBA
Ross, C. & Dewdney, P. (1998) Communicating Professionally, 2nd ed., Ch. 2 AListening NY: Neal-Schuman, pp. 15-20.
Weingand, D. E. (1997). Customer service excellence: A concise guide for librarians. Chicago: ALA Ch. 1&2, pp. 1-31. |
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The Interactional View: Content and Relational Dimensions of Communication
Thought Piece #3 Due
Final Exam Handed Out
Video clips from Annie Hall.
Required Readings:
Radford, M. L. (June, 2006). Encountering Virtual Users: A Qualitative Investigation of Interpersonal Communication in Chat Reference. Journal of the American Society for Information Science and Technology. 57(8), 1046-1059.
Watzlawick, P., Beavin, J., & Jackson, D. (1967). Pragmatics of Human Communication. NY: Norton. "Some Tentative Axioms of Communication," pp. 1-4.
Highly Recommended Readings:
Dewdney, P. & Ross, C. S. (winter, 1994). Flying a light aircraft: Reference service evaluation from the user's viewpoint. RQ, 34(2), 217-230.
Swope, M. J. & Katzer, J. (1972). The silent majority: Why don't they ask questions? RQ, 12, 161‑166. |
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Stereotypes and Communication Cultural Studies approach.
Final Exam Due
Video clips from Party Girl, & other films.
Required Reading:
Radford, M. L. & Radford, G. P. (1997) Power, knowledge, and fear: Feminism, Foucault and the stereotype of the female librarian. Library Quarterly, 67(3), 250-266.
Radford, M. L. & Radford, G. P. (January, 2003). Librarians and party girls: Cultural studies and the meaning of the librarian. The Library Quarterly. 73(1), 54-69. |
Major Assignments
Assignments: Three Thought Pieces of 2-3 pages in length, not including title page and reference page, are assigned. Thought Pieces that exceed the 3-page limit will not be accepted. Thought Pieces are short papers in which you deal with either: (1) a conceptual problem you have encountered in the readings (i.e., something you don't comprehend or see the point of) and/or (2) an idea, concept, or claim which has stimulated your interest and imagination. The Thought Piece is NOT primarily an informational report on the contents of the readings. Rather, you are being asked to make connections between the readings and to another reading done in this class, one of the videos/dvds we view in class, or observations you have made as a library/information center user or staff member. My goal is that, by articulating connections rather than simply describing what some technical jargon "means" you work with and synthesize concepts rather than merely repeating them back. Your task in each Thought Piece is to discover and create the hidden likeness between two readings, observations, or videos/dvds, either from that week, or from previous weeks. The basis of the Thought Piece will be the identification of two representative quotations (or descriptions, in the case of videos or observations). The structure of the paper should be as follows:
1) Cover Page (see guidelines below).
AND
2A) Two quotations: On page 1 at the top: two pertinent meaty quotations from assigned readings, with citations in APA form, for example:
"Blah, blah, blah" (Radford, 2004, p. 35).
"Blah, blah, and furthermore, blah" (Ross & Dewdney, 1998, p. 11).
OR
2B) One pertinent and meaty quotation from assigned readings on page 1 at the top with citation in APA form, for example:
"Blah, blah, blah" (Radford, 2004, p. 35).
And a description (1-2 paragraphs) of an observation or class video/dvd. For videos shown in class, just provide the title of the video/dvd and a brief description of the section you will discuss.
AND
3) The reason(s) why you chose the 2 quotations (or the quotation and description); the hidden likeness which you have discovered/created.
4) Your response to the likeness you have identified.
5) A bibliography of all cited resources in APA style (including the citations for the two quotations and any additional readings which you quoted from or paraphrased). Videos/dvds shown in class should be cited by title only.
Make sure that your thought pieces are in essay form and have an introduction, a well-organized body, and a conclusion and follow all the requirements for written work listed below.
Final Exam: The final exam will be a take home, essay exam. It will evaluate your understanding of key concepts covered in the course by requiring you to discuss and apply these concepts in answering questions. You will have one week to complete the exam, which will be due on the last day of class.
Methods of Assessment
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Participation |
10% |
(Includes in-class assignments & informed participation in discussions) |
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Miscommunication
Assignment |
5% |
Due 6/1 |
|
Thought Piece #1 |
15% |
Due 6/13 |
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thought Piece #2 |
20% |
Due 6/20 |
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Conflict Assignment |
5% |
Due 6/22 |
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Thought Piece #3 |
20% |
Due 6/29 |
|
Final Exam (Take Home) |
25% |
Due 7/6 |
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Total |
100% |
|
Bibliography of Additional Readings
Anderson, K. (1995). Knock your socks off answers: Solving customer nightmares and soothing nightmare customers. New York: American Management Association.
Babcock, L. and Laschever, S. (2003). Women Don't Ask: Negotiation and the Gender Divide, Princeton: Princeton University Press.
Barlow, J. (1996). A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers.
Bessler, J. M. (1994). Putting service into library staff training. Chicago: ALA.
Borisoff, D., & Merrill, L. (1985).The power to communicate: Gender differences as barriers. Prospect Heights, IL: Waveland Pr.
Bradshaw, E. B., & Wagner, S.C. (Nov., 2000). A common ground: Communication and alliance between cataloger and curator for improved access to rare books and special collections. College & Research Libraries, 61(6),525-534.
Brinkman, R. & Kirschner, R. (1994). Dealing with people you can't stand: How to bring out the best in people at their worst. New York: McGraw-Hill.
Budd, J. M. (1991). The library and its users: the communication process. West Port, CN: Greenwood Press.
Budd, J. M. (1987). The user and the library: A discussion of communication. The Reference Librarian, 20, 205-221.
Bunge, C. A. (1984). Interpersonal dimensions of the reference interview: a historical review of the literature. Drexel Library Quarterly, 20(2), 4-23.
Bunge, C. A. (1994). Responsive reference service: Breaking down age barriers. School Library Journal, 30(3), 142-145.
Burgoon, J. K., Buller, D. B., Hale, J. L., & deTurck, M. A. (1984) Relational messages associated with nonverbal behaviors. Human Communication Research, 10, 351-378.
Burgoon, J. K., Buller, D. B., & Woodall, W. G. (1989). Nonverbal communication: the unspoken dialogue. New York: Harper & Row.
Burns, G. (1998). Librarians in fiction: A critical bibliography. Jefferson, NC: McFarland.
Carter, D. S. & Janes, J. (2002). Unobtrusive data analysis of digital reference questions and service at the Internet Public Library: An exploratory study. Library Trends, 49(2), 251-265.
Carter, K. A. (2003). Type me how you feel: Quasi-nonverbal cues in computer-mediated communication. Etc, 60 (1), 29-39.
Chelton, M. K. (Spring 1999). Structural and theoretical constraints on reference service in a high school library media center. RUSA, 38(3), 275-282.
Chelton, M. K. (Spring 1999). Behavior of librarians in school and public libraries with adolescents: implications for practice and LIS education. Journal of Education for Library and Information Science, 40(2), 99-111.
Chelton, M. K. (1997). The "overdue kid:" A face-to-face library service encounter as ritual interaction. Library and Information Science Research, 19(4), 387-399.
Coleman, V., Xiao, Y., Bair, L., & Chollett, B. (1997). Toward a TQM paradigm: using SERVQUAL to measure library service quality. College & Research Libraries, 58(3), 237-251.
DeVito, J. A. (1999). Messages: Building interpersonal communication skills (4th ed.). NY: Longman, 37-64.
DeVore-Chew, M., Roberts, B., and Smith, N. M. (1988). The effects of reference librarians' nonverbal communications on the patrons? perceptions of the library, librarians, and themselves. Library & Information Science Research, 10, 389-400.
Dee, D. (1994). Tough customers: How to keep them smiling and yourself sane. Chicago: Dartnell Corp.
Dervin, B., & Dewdney, P. (1986). Neutral questioning: A new approach to the reference interview. R.Q., 25(4), 506-513.
Dewdney, P. & Ross, C. S. (Sept./Oct., 1994). Best practices: An analysis of the best (and worst) in fifty-two public library reference transactions. Public Libraries, 33, 261-266.
Dilevko, J. & Harris, R. M. (1997). Information technology and social relations: Portrayals of gender roles in high tech product advertisements. Journal of the American Society for Information Science. 48(8), 718-727.
Edwards, S., & Browne, M. (1995). Quality in information services: Do users and librarians differ in their expectations? Library and Information Science Research, 17(2), 163-182.
Fine, S. (1997). Librarians and the art of helping. The Reference Librarian, (59), 77-91.
Frada, M. & Sanders, B., & Bellamy, C. (Nov. 2003). Perspectives on cross-training public service staff in the electronic age: I have to learn to do what? Journal of Academic Librarianship 29(6), p. 399-405 [Available Academic Search Premier].
Glogoff, S. (1983). Communication theory's role in the reference interview. Drexel Library Quarterly, 19(2), 56‑72.
Goffman, E. (1959). The presentation of self in everyday life. Garden City, NY: Doubleday Anchor.
Goffman, E. (1963). Behavior in public places. NY: The Free Press.
Goffman, E. (1967). Interaction ritual, essays on face-to-face behavior. Garden City, New York: Doubleday.
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Hall, E.T., & Hall, M.R. (1990). Understanding cultural differences, Yarmouth, ME.
Hall, Stuart (1997). Representation: Cultural representations and signifying practices. Thousand Oaks, CA: Sage.
Harris, R. (1999). "Gender and technology relations in librarianship." Paper presented at the 1999 ALISE National Conference, Philadelphia, PA, Jan. 26-Jan. 29, 1999.
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Webliography
Resource Center for Cyberculture Studies (http://www.com.washington.edu/rccs)
Sarah Zupko's Cultural Studies Center (http://www.popcultures.com/)
Univ. of Iowa Dept. of Communication Studies (http://www.uiowa.edu/~commstud/resources/general.html)
The Nonverbal Dictionary of Gestures, Signs and Body Language Cues (http://members.aol.com/nonverbal2/diction1.htm)
Bibliomysteries - list of mysteries featuring libraries, books, or archives (http://www.bibliomysteries.com/)
Librarians in the Movies: An Annotated Filmography (Brigham Young University) (http://emp.byui.edu/RAISHM/films/introduction.html)
Libraristic Links (http://www.librarism.com/parade.html)
The Lipstick Librarian (http://www.lipsticklibrarian.com)
The Librarian Stereotype and the Movies (http://wings.buffalo.edu/publications/mcjrnl/v1n1/image.html)
APA website (http://www.apastyle.org) and at (http://www.apastyle.org/elecref.html)
Cornell University APA Guide (http://campusgw.library.cornell.edu/newhelp/res_strategy/citing/apa.html)
