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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.
Notes
1. Willingness to return was first proposed as a measure of effective service in CitationDurrance (1989).
2. A search of the term “NLP” in the Library Literature database will yield many hits. On examination, these are referring to “natural language processing” rather than “neuro-linguistic programming.” A brief bibliography of NLP research in a variety of fields may be found at: http://www.nlpco.com/library/research-abstracts/. NLP Comprehensive may be regarded as a reliable source for any information regarding NLP.
