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Analysis on Verbal Communication Skills in Library’s Reader Service

SHAN Hua  
More than 80% of the complaints about library’s reader service are caused by improper communication language between readers and librarians, so it is very important to master the verbal communication skills. Through analyzing the effects of verbal communication in library’s reader service and the barriers in verbal communication between readers and librarians, we suggest that librarians should establish the reader service concept of "communication from heart", and should learn and master the verbal communication skills.
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