Emily Bergstresser Beth Walker Chinn Park Regional Library

1. Catch the Energy! Emily Bergstresser Beth Walker Chinn Park Regional Library VLA Paraprofessional Conference May 19, 2014 Richmond, VA

2. Why FISH! ? • Attract and retain top talent • Improves energy and morale • Reduces stress • Promotes accountability • Fosters creativity • Encourages teamwork • FISH! is about living with integrity, and integrity is the foundation of trust.

3. FISH! Philosophy • PLAY • MAKE THEIR DAY  • CHOOSE YOUR ATTITUDE • BE THERE

4. PLAY It’s about having fun, enjoying yourself, being spontaneous and creative. Play makes your job fun Play energizes the creativity and problem-solving abilities within you Play pleases customers, and team members Play makes boring tasks easier to do Play makes time pass more quickly Does your library suffer from terminal seriousness? Learn from children: Laughter is the best medicine!

5. Mmm…candy! Squirt Chinn Park Library’s Spokesturtle www.facebook.com/chinnturtle

6. MAKE THEIR DAY It’s about doing something special for your customers and co-workers. When you make someone’s day, you have given them a special gift they won’t soon forget. It feels good to give it. It’s hard for anyone to resist a good time, especially in a place where you’re supposed to be serious. If you’re feeling down and you deal with someone who’s up-beat and friendly, you can’t help but absorb some of their energy. When a staff member receives flowers, it’s displayed at the information desk for everyone (including patrons!) to enjoy.

7. “To the Wonderful Staff at Chinn Park Library… My experience has been that the hallmark of your service is exceptional personal caring, kindness, and thoughtfulness…” Going that extra mile for a patron can mean the difference between a regular library user, and an enthusiastic and involved library supporter!

8. CHOOSE YOUR ATTITUDE It’s about accepting full responsibility for all of our choices, even our attitude at work. A positive attitude is a decision we make, moment to moment. How did you start your day? What state of mind did you choose? What will you choose tomorrow? What attitude did you bring to this workshop? Learn to love what you do, even though at any given moment you may not be doing what you love.

9. Wednesday Wonders Story hour April 9, 2014 “Hopping Down the Bunny Trail” Pajama Day 2008

10. BE THERE Has this happened to you? Patron approaches you with a complaint; “I didn’t know that my books were due back in 3 weeks!”. Your response depends on you remaining calm and listening. What is that patron really saying? They may need help finding the due dates for their books, or they may not know how to renew their books. Follow up to ensure that you have solved their problem. It’s about being totally focused on the moment and on the person or task with which you are engaged. When you’re present with people, you look at them. You’re there. When you are fully present with your patrons and co-workers, you listen deeply and important opportunities do not escape you. You have to keep bringing yourself back to being present. You’re here, now.

11. “Being there” means listening carefully, without judgment or interpretation. Focus!

12. Playstorming! Carp What does play mean to you? What would make your (& your co-workers’) work more fun and enjoyable? Cod The fish guys know that making someone’s day, even someone who isn’t shopping, can lead to a future customer. How are you making future patron’s days? Tuna What can we do to help each other choose our attitude? What are the different attitudes we can choose? Salmon One of the fish guys says being there is “like being with your best friend.” What can you do to make being there with your patrons (or co-workers) more like being there with your friend?

13. ? ? ? ? ? ? ? ? ? ? Questions? ? ? ? ? ? ?