馆员隐性素质在读者服务工作中的作用

阐述了馆员的隐性素质的内涵以及对读者服务的影响。指出情感因素、礼仪、交往能力对提高读者服务质量有着重要现实意义。对就如何提高员工的隐性素质进行了探讨。

This article discusses the connotation of librarian recessive quality and its influence in reader service. It is pointed out that the emotional factor, the etiquette and the social ability of librarian play important roles to improve the reader service quality. The author suggests several measures to improve the staff＇s recessive quality.