图书管理人员同感心与情商之管见

Humble Opinion on the Librarians' Empathy and Emotional Intelligence

目的:探索图书管理人员同感心与情商的运用,提高专业水平和综合素质。方法:分析同感心与情商的理论意义,找出对图书管理人员应用的技巧及培训方法。结果:通过对我校图书管理人员同感心与情商知识的培训,从问卷调查中得知图书管理人员的沟通能力、情绪认知及服务意识等显著提高。结论:运用同感心是图书管理人员与读者有效沟通的技巧,是提供个性化服务的有效方式;把情商渗透到图书管理工作各环节,不仅体现专业价值,同时收到良好的服务效果。

Objective： To explore the application of Empathy and emotional intelligence for librarians and improve professional standards and overall quality. Methods： Analyzing the theoretical significance of Empathy and emotional intelligence to identify the skills and training methods of the library management. Results： Through the training of Empathy and emotional intelligence knowledge of our school librarians, we found that librarians communication skills, emotional awareness and service awareness are improved significantly from the survey. Conclusions： The use of Empathy is the way of the effective communication between librarians and readers, is effective manner to provide personalized service; applying the emotional intelligence to the various aspects of library management not only reflects the professional values, also receives good service results.