Portland Community College | Portland, Oregon

Course Number:
ED 118
Course Title:
Customer Service & Communication in Libraries
Credit Hours:
Lecture Hours:
Lecture/Lab Hours:
Lab Hours:
Special Fee:

Course Description

Examines communication, customer service and teamwork models within libraries. Focuses on developing practical skills for working in libraries, such as conflict resolution and interpersonal skills. Prerequisites/Concurrent: LIB 101. Prerequisites: Placement into WR 121.

Intended Outcomes for the course

Upon successful completion, students should be able to:

  1. Actively encourage and participate in teamwork with library colleagues.
  2. Seek, offer, receive, and apply constructive feedback from library colleagues and users.
  3. Use appropriate communication styles with others in the library when listening, communicating (verbally and nonverbally) and writing.
  4. Apply conflict resolution methods in a positive and productive manner and recognize when a situation should be referred to a library supervisor.
  5. Model and promote approachable, respectful, and equitable behaviors and attitudes with library colleagues and users.
  6. Support and participate in decision-making processes, including providing timely, accurate, and critical information to library colleagues, as needed.

Course Activities and Design

  1. Active exploration of library service policies and patron interactions through observation, reflection, analysis, and research.
  2. Practice communication styles, conflict resolution, and collaborative behaviors.
  3. Interactive class discussions.
  4. Individual and collaborative group activities, projects, and presentations.

Outcome Assessment Strategies

  1. Demonstrate knowledge of communication, teamwork, and customer service models used in a library setting through class discussions, activities, projects, and presentations.
  2. Actively participate in class discussions.
  3. Actively collaborate with others to complete group activities, projects, and presentations.
  4. Complete class activities, projects, and presentations on time

Course Content (Themes, Concepts, Issues and Skills)

  1. Communication, including verbal, nonverbal, listening, and writing skills.
  2. Teamwork, including collaborating with others on projects and tasks, as well as seeking, receiving and providing feedback.
  3. Customer service, including conflict resolution and treating other respectfully and equitably.