Southern Ontario Library Service

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EXCEL: A certificate programme in
managing a small public library

E11-Communication Skills

ASSIGNMENT 2

Submit this assignment to your tutor by the date given on the schedule accompanying this course. There are two (2) questions in this assignment, and you must complete both questions.

Question 1 - Types of questions

Your patron has just approached you with this request:

There are so many books in this library. I just want a book on china.

Keep in mind that the request was verbal and you do not know if the person wants china, as in china dishes or China the country.

A. Write three possible closed questions that you could ask:

B. Write three possible open questions that you could ask:

Remember that a closed question limits the response to a Yes/No/I don’t know or a this/that answer. Submit your six questions to your tutor and indicate which of these six questions you think would work best and why.

Question 2 - Problem patron

This is your case:

A woman has left a pile of books at the circulation desk. She has gone into the children’s area to select more books. The student working at the desk has noticed that the books are overdue and several appear to be damaged. When asked, the woman refuses to pay the overdue charges and is making quite a scene. You are in charge of the circulation desk tonight and have been summoned to handle the situation.

Describe what you would do. Describe the appropriate procedures for dealing with this type of situation. Write out your response and submit it to your tutor. Your response should be limited to 1 or 2 pages.