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Webinar: I Am Not A Robot: Using Emotional Intelligence to Humanize Virtual Reference Interactions
August 24, 2017 @ 11:00 am - 12:00 pm UTC-6$45
RUSA’s Behavioral Guidelines for Reference and Information Services state that visibility and approachability, listening, and interest are required for successful reference transactions. As the number of online reference interactions continue to increase, librarians must rethink how to present these attributes to our patrons. This webinar will assert that improving emotional intelligence will improve our overall virtual communication. According to Mayer, Salovey and Caruso, individuals with high emotional intelligence often have a better ability to engage in sophisticated information processing. As virtual reference requires a multilayered skillset (reference, technology, customer services, communication) in a fast paced environment, virtual reference staffers with higher emotional intelligence will improve the experience for both practitioner and patron. This webinar will provide librarians and staff with an emotional intelligence toolkit to improve their virtual reference experience as well as provide tips for implementing a training program that incorporates emotional intelligence principles.