Paraprofessional Training

1. Introduction and Overview
   
   
2. Components of the Reference Interview
   
   
3. The In-House Interview and the Telephone Reference Interview
   
   (Discuss using Open questions and Reference Interview Worksheet)
   

*** Break ***

4. Customer Service and Technology: a Different Point of View
   
   (Discuss how using the Online Catalog, computerized Check-out, and the Internet effects staff / patron interactions.)
   
   
5. View and discuss the videos: “Difficult Reference Questions” and “Does this Completely Answer Your Question?”
   
   
6. Practice and Role-Playing
   
   
7. Homework