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Patron needs contact information and support for
ESL training as English is not their primary language.
- Be friendly and approachable.
-Help
your patron feel comfortable by smiling, making eye contact, and offering
assistance.
- Understand your patron's
question.
-Use
open questions, which can't be answered with 'yes' or 'no':
What type of English instruction are you looking for?
What level of English instruction do you need?
-Paraphrase or summarize to be sure you understand the request:
In
other words, you're looking for classes to learn English.
It sounds like you're looking for a tutor to help you improve your
English.
If I understand correctly, you'd like English lessons on audiotape.
-Use clarifying questions to generate a choice between options:
Are you interested in individual instruction?
Are you interested in videos and audiotapes to use at home?
-Anticipate potential problems in communicating -
-Use
positive body language and short phrases. Ask politely to have repeated
what you don't understand. Be sensitive to cultural differences in
the use of body language, personal space and formality of interaction.
If there is no interpreter present, and you and your patron are having
difficulty communicating, use written and/or non-verbal communication.
-Listen for cues to adjust or refine your understanding of the request
and to confirm understanding.
- Respect your patron's
privacy.
-Lessen distractions or move to a quiet area for the interview.
-Maintain objectivity and avoid premature assumptions.
-Give your patron the time and attention he/she needs.
- Plan and execute your
search strategy.
-Evaluate your patron's mastery of English, and determine limitations
on format or reading level. Understand the level and amount of information
needed.
Is contact information all you need?
Would you like books/videos/audiotapes?
-Ask if your patron has used the source before, and provide instruction
on its use.
Have you used a computer before to find information?
-Distinguish between advice and information; do not advise on, interpret
or apply a decision to a patron's personal situation.
- Follow up to determine
whether your patron is satisfied with the search results.
-Ask if the question has been answered completely.
Did you find the information you needed about English classes/tutoring/self-instruction?
-Check to see that the answer is understood.
-Encourage your patron to return to you for help, if needed.
Additional help is available
on this website:
Use Non-English to find contacts
and resources for learning English.
Library Resources:
Meeting
and greeting: easy English, v. 2 (1 videocassette: 40 min.) (1995)
Newman, Christy M. ESL
for job success on-the-job English (1 sound cassette, 1 workbook
and teacher's guide) (2000)
Sullivan, Barbara.
Learning to speak English : Spanish , program 1. [sound recording]
Learning
to speak English : Spanish, program 2. [sound recording]
Understanding
basic conversation: easy English, v. 1 (1 videocassette: 50 min.)
(1995)
Using
numbers and money: easy English, v.3 (1 videocassette: 60 min.)
(1995)
Warnasch, Christopher. Easy
English: basic English for speakers of all languages (sound recording)
(2000)
Zwier, Lawrence J. English
for everyday activities (1 sound cassette, accompanying book: English
for everyday activities: a picture process dictionary) (1999)
Visit Resources
Available at the Library for a categorized listing of available
career materials.
Sue Hermans
Central Reference Library Services Coordinator
Poughkeepsie Public Library District
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