1 characteristics of nonverbal communication
1. 1 Auxiliary or alternative spoken language.
"Readers first, service first" is the purpose of library work. Libraries need to create a quiet and harmonious learning environment for readers. Therefore, in daily service, librarians can use nonverbal behaviors to cooperate with librarians' whispers, and can also meet the needs of readers and accurately express their thoughts and feelings. It can be clearly expressed by gestures, movements and other body language signals, even without spoken language, so as to achieve the effect of "speaking more silently than speaking".
1.2 authenticity
Language is dominated by thinking. No matter whether the content of thinking is true or not, it can be expressed through audio language, so audio language expression may be hidden and disguised. The secrets of people's hearts, the rush in their chests, can't help but be revealed in their postures, because non-verbal information reflects people's subconscious mind and reflects people's true mentality.
1.3 universality
Sociolinguists believe that there are many tools used to assist oral communication, but they are not widely used due to some external conditions. Relatively speaking, nonverbal expressions abound, and many nonverbal skills are instinctive expressions of human beings, which can be used naturally in communication. Andre, an aesthete, once gave an example in the book The Necessity of Field: Two strangers of any nationality sit on a bench together, usually one at each end, and they can't be next to each other. The use of this spatial language is easy to learn.
1.4 is rich in information.
In people's communication activities, in addition to language communication, human beings also use a large number of non-linguistic factors to express the unspeakable meaning of language and convey most information. Mehrabian, a body linguist, found that in the whole process of information transmission, only 38% is voiced (including tones, inflections and other sounds), 7% is language (just words) and 55% is silent. It can be seen that nonverbal communication plays a leading role in communication occasions such as speech acts (even in special communication occasions). In the process of library's reader service, librarians use nonverbal communication as an auxiliary means of language communication, conveying a lot of rich information, which is incomparable to spoken language.
1.5 Emotional transmission
Librarians' behavior always conveys information to readers, which affects the mood and behavior of many readers around them. For example, enthusiasm, kindness and other positive emotions will give readers a relaxed feeling, improve learning efficiency and obtain good learning results.
2 the use of nonverbal communication
2. 1 gaze
Deep emotions and psychology, such as people's emotions, joys and sorrows, can be reflected from the subtle changes in their eyes. No wonder Zimmer said, "Looking at each other is the purest emotional communication". When readers come to the library, the staff and readers can communicate with each other at a basic level simply by exchanging friendly eyes. Every eye in the conversation closely cooperates with the speaker's speech and transmits information to the other party. When answering readers' inquiries, librarians should look at the triangle on the readers' faces, that is, with the eyes as the bottom line and the mouth as the bottom angle, that is, between the eyes and the corners of the mouth, so as to form a harmonious, harmonious and natural atmosphere, which can make readers listen carefully and stimulate them to think. In the process of talking with readers, librarians can look at readers with cordial eyes, express their concern, relax readers' nerves and put forward their needs. Don't just care about what you have done or treat it casually, which will make readers feel disdainful and bored, dare not ask for more, and even produce dissatisfaction and resistance, which will affect the quality of service. Of course, we should also be careful not to stare at a reader for a long time for no reason. This impolite stare will make the other person feel threatened and make the reader feel unhappy. When readers have bad borrowing behavior, we should treat readers with good-natured criticism without losing dignity, so that readers can realize their mistakes and correct their behaviors quickly.
2.2 facial expressions
Facial expression is a mirror of the soul, an external expression of one's inner feelings, a reflection of one's inner world and psychological state, and a window of one's inner world. Generally speaking, the expression of enthusiasm, kindness and goodwill, the muscles and muscles on the face are upward; The expression of unhappiness, sadness and depression, the muscles and muscles on the face are downward. Librarians can change their expressions with their mouths in their work. For example, when receiving readers, the corners of the mouth are upward, indicating a warm, happy and humble attitude; When readers violate the regulations and need to deal with them, they should keep their mouths shut and express their firm determination, so that readers can realize the seriousness of their mistakes and urge them to correct their behavior; Readers who ask questions have a flat mouth and a slightly open mouth, indicating that they expect readers to ask questions, pay close attention to what they say and listen carefully. However, some mouths are not suitable for communicating with readers: downward squabbling shows resentment, disgust and arrogance, which will make readers question the quality, work level and ability of the staff, and even have a bad impression on the library as a whole, and they are unwilling to use the information resources of our library; Lips are always open, and the dull expression is not what readers want to see, which is even more detrimental to the personal image of librarians.
Among many facial expressions, smile is the best expression. It is a universal language in the world, which mostly conveys the meaning of friendliness, pleasure and appreciation. In interpersonal communication, people all have a common expectation: hope to see smiling faces. Librarian's smile can make readers feel relaxed and happy, thus promoting their behavior and making better use of the library.
2.3 Posture language
In a quiet place like a library, communication needs to be concise. In this case, body language becomes a way and means of nonverbal communication, which has a more direct sense of intimacy, tacit understanding and mutual understanding than language expression.
The first language refers to expressing feelings with head movements, which is a form of nonverbal communication. In the specific working environment of the library, librarians can sometimes omit the language completely and express clearly in the first language when answering readers' simple questions; Or when readers ask a series of questions, nodding their heads to show respect and concern for each other can inspire each other to speak their own requirements more accurately, promote better communication between librarians and readers, and help readers find the information they need as quickly as possible.
Sign language is the earliest communication tool used by human beings in the long evolution process, and it is a silent language in which the speaker uses the movements of fingers, palms and arms to express emotions. Librarians often use gestures to guide readers to the shelves of some books and periodicals and try not to talk. When the reader speaks loudly and answers the mobile phone in the reading room, the index finger is close to his lips, vertically indicating "please keep quiet", which plays a role in prompting and can reduce the influence of loud noise on other readers' learning. When students can't meet their reading requirements, librarians can fully express their frank feelings by looking at students with their hands spread out to both sides and palms up.
The posture of library staff also includes standing posture and sitting posture, that is, what we call manners, which should be dignified and steady, natural and graceful. Sitting posture is the most intuitive body language of librarians, and it is also the most presented by teachers and students in the whole school. Librarians should avoid bending over, bending over, or shaking their bodies in a sitting position with their hands crossed on their chests. These lazy, passive and unfriendly gestures are not only disrespectful to readers, but also beneath the identity of librarians.
2.4 space
Everyone has a sense of possession of space. Dr. Edward Twitchell Hall Jr, a professor of anthropology at Northwestern University in the United States, coined the term "spatial relationship" and roughly divided the spatial relationship between people: 15-20cm is the intimate distance, 45- 120cm is the personal distance, and 1.2-3.5m is the social distance.
The checkout counter of the library is now flat, facing the readers directly, which greatly shortens the distance between readers and staff, and readers no longer feel rejected thousands of miles away. The spacing of bookshelves and the placement of reading desks and chairs should be based on the needs of readers. Although readers are in public space in the library, too narrow space will invade private space, thus affecting readers' mood and learning effect. University library is needed by teachers and students, but due to the influence of space environment, many people can only choose to give up the library and borrow books from it, so many literature resources can't browse and read leisurely. This is one of the reasons why many students know little about the large collection resources provided by the library, let alone make full use of them. Therefore, the library should make full use of and expand the public space to attract more teachers and students to use all kinds of literature resources in the library.
2.5 instruments
The behavior of library staff should be coordinated with the overall service environment of the library, and the dress should be natural, neat, beautiful and generous. Since the second half of last year, all librarians in the library of Northeastern University have been in dressing the, wearing work permits. Comrade party member's work permit is marked with the symbol of party emblem in a prominent position, which makes readers more friendly and more assured to ask these librarians for help and solve problems. This way is convenient for readers to ask questions to librarians, and it is also a constraint and standard requirement for librarians, thus improving the overall service level of the library. After a semester's practice, these actions really won the trust of readers, and further changed the image of the library in people's minds and improved the status of the library.
The cultural atmosphere of university library requires staff to use nonverbal communication in a large number and at a high level. However, due to the nonstandard and vague nonverbal behavior, it is still difficult to use and communicate. Therefore, librarians need to learn and train nonverbal communication, standardize librarians' behavior, improve their personal cultivation and quality, and thus provide better services for teachers and students.
References:
Lin 1. The function and application of body language [J]. Journal of Xi 'an International Studies University, 200 1(4)
Ye Yigan, edited by Zhu Beili. Psychology [M]. Shanghai: East China Normal University Press, 1996
3 Wang Haiying. On the Nonverbal Communication between Librarians and Readers [J]. Library, 2000(6)
Shi Cheng, female, assistant librarian. Graduated from Liaoning Normal University. Postal code: 1 10004.