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The Three R's: Rapport, Relationship, and Reference

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.